11 Best ITSM Tools (IT Service Management Software) In 2020

Review and Comparison of the top IT Service Management ITSM Software Tools:

IT Service Management (ITSM) is the process of implementing, managing and providing IT services. It is used to improve customer service according to business goals.

ITSM performed in the best possible ways will benefit the business in several ways.

This article explores the Top ITSM Tools that are being used along with their features and comparison.

ITSM Tools

What Is IT Service Management?

IT Services include services like the use of the printer by the entire team, installing apps on your laptop, changing passwords, etc. IT support team not only performs the task of solving day-to-day issues but is also accountable for performing the end-to-end management of these services.

Fact Check: According to the research performed by MarketWatch the market size of ITSM tools is $1810 M for 2019 and it is expected to reach $3600 M by 2024.

Several frameworks are used for ITSM. The most popular one is the ITIL (Information Technology Infrastructure Library). It contains various processes like Incident Management, Request Management, etc. The most commonly used processes include Incident Management, Change Management, Problem Management, and Knowledge Management.

Other ITSM frameworks that businesses can use are eTOM, COBIT, FitSM, ISO/IEC 20000, Six Sigma, etc.

The below image shows the different ITIL processes.

ITSM Process Improvement

[image source]

ITSM tools will benefit your business with improved efficiency, improved effectiveness, increased control, better service, and customer experience. According to a survey performed by the ManageEngine, only 24 % of the businesses believe that their ITSM service is up to date and has kept up with the changes.

The below image shows the data for this research in detail.

Introduction2

[image source]

Pro Tip: While selecting the ITSM tools, you can check for the availability of key attributes like automation, self-service, ease-of-use, configurations required, customization capabilities, and integrations.

IT Service Management Process and ITSM Tools Explained:

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List Of The Top ITSM Tools

There are multiple ITSM tools available in the market. Enlisted below are the most popular ITSM ticketing tools.

Comparison Of The Best IT Service Management Software Tools

ITSMBest ForPlatformFeaturesDeploymentFree TrialPrice
SolarWinds Service Desk

Samanage_Logo
Small to Large Businesses.Windows,
Mac,
Linux.
Incident Management,
Service Portal, Change Management,
IT Asset Management, Problem Management, Knowledgebase.
Cloud & On-premises30 daysTeam: $19
Business: $39
Professional: $69
HubSpot

HubSpot_Logo
Small to large businessesWindows, Mac, iOS, Android, Windows Phone, Web-based.CRM, Marketing Hub, Sales Hub, & Service Hub.Cloud-basedFree tools availableMarketing Hub: Starts at $40/month, Sales Hub: Starts at $40/month, Service Hub
ServiceDesk Plus

ServiceDesk Plus
Small to Large Businesses.Windows, Linux,
Android, iOS.
Incident Management,
Service Request Management, Problem Management,
Change Management,
Asset Management,
CMDB,
Knowledge Management, 
Project Management,
SLA Management,
Self-service Portal,
Service Catalog,
License Management,
Advanced Reporting, etc.
Cloud and 
On-premises
30 daysStandard: Starts at $1195 for 10 techs annually.
Professional: Starts at $495 for 2 techs and 250 nodes annually.
Enterprise: Starts at $1195 for 2 techs and 250 nodes annually.
Freshservice

Freshservice_Logo
Small to Large Businesses.Windows,
Mac,
Linux,
Android,
iOS
Incident Management,
SLA Management, Knowledge Management, Service Catalog, Self-service portal, Team Huddle, & Automation.
Cloud21 daysBlossom: $19/agent/month Garden: $49/agent/month Estate: $79/agent/month Forest: $99/agent/month
Servicenow

Servicenow_Logo
Small to Large Businesses.OS agnosticIncident Management, Performance Analytics,
Request Management, Knowledge Management, Asset and Cost Management.
CloudNoGet a quote.
Wrike

Wrike Logo
Small to large-sized businesses.Windows, Mac, Linux, Android, & iOS.IT service management templates,
Interactive Gantt charts,
Custom workflows, etc.
Cloud-Hosted and Open API.AvailableFree: For 5 users
Professional: $0/user/month
Business: $24.80/user/month
Enterprise: Get a quote.
SysAid

SysAid_Logo
Small to Large Businesses.Windows,
Mac,
Linux.
Incident Management, Problem Management, Change Management, Service Level Management, CMDB,
Self-service portal, Knowledge Management.
Cloud & On-premises30 daysGet a quote.
Zendesk

Zendesk_Logo
Small to Large Businesses.Windows,
Mac,
Linux.
Ticketing System,
Knowledgebase,
Help Desk Software,
Security.
Cloud & On-premisesAvailableStarts at $5 per agent.

Let’s Explore!!

#1) SolarWinds Service Desk

Best for small to large businesses.

Price: SolarWinds Service Desk has three pricing plans i.e. Team ($19), Business ($39) and Professional ($69). A free trial is available for 30 days for all three plans.

SolarWindsServiceDesk

SolarWinds Service Desk was previously the Samanage service platform. With SolarWinds service desk, you will be able to automate service management throughout your organization in 150 ways.

Features:

  • It provides the features of ticketing, a self-service portal, and CMDB.
  • It has features for change management, Service Level Management, IT asset management, and Knowledgebase.
  • Benchmarking features will help you to improve performance.
  • Risk Detection feature will alert you through notification for the potential risks.

Verdict: SolarWinds Service Desk is the solution for IT as well as other departments. It provides solutions for ITSM, ITIL, IT Service Desk, IT Audit, etc.


#2) HubSpot

Best for small to large businesses.

HubSpot Pricing: HubSpot offers CRM for free forever. Its Service Hub, Marketing Hub, and Sales Hub price starts at $40 per month. For all these plans, there are three editions, Starter, Professional, and Enterprise. CMS Hub price starts at $240 per month. CMS Hub can be tried for 14 days.

HubSpot Dashboard

HubSpot is a platform for Inbound Marketing, Sales, and Service Software. Its customer service software will help you to provide extraordinary and efficient services to your customers. It has all the tools that will be required to delight customers, Tickets, Knowledgebase, Feedback, live chat, team email, etc.

Features

  • Service Hub contains the features of Help Desk, Shared Inbox, and CRM.
  • Sales Hub has tools to give you deeper insights into your prospects and automate tasks.
  • Marketing Hub will help you to grow traffic with tools like landing pages, automation, analytics, etc.

Verdict: HubSpot is an all-in-one solution that contains a full stack of software for marketing, sales, and customer service.


#3) ServiceDesk Plus

Best for small to large businesses.

ServiceDesk Plus Pricing: ServiceDesk Plus offers a free, 30-day trial. After that, there are three pricing plans to choose from: Standard (starts at $1,195 for 10 techs annually) Professional (starts at $495 for two techs and 250 nodes annually) and Enterprise (starts at $1,195 for two techs and 250 nodes annually).

ServiceDesk Plus

ServiceDesk Plus is a complete ITSM suite with built-in ITAM and CMBD capabilities. With advanced ITSM functions, powerful automation, smart customizations, and easy-to-use capabilities, ServiceDesk Plus helps IT support teams easily deliver world-class service to end-users at lower costs.

It comes in three editions and is available in 37 different languages. More than 100,000 organizations across 185 countries trust ServiceDesk Plus to optimize IT service desk performance and achieve high end-user satisfaction.

Features:

  • Strong incident management processes that help resolve incidents swiftly and improve agent productivity to effectively manage the full life cycle of IT tickets
  • Comprehensive problem management features that can enable IT teams to classify, analyze, and close issues. It reduces repetitive incidents in order to boost productivity.
  • A change management system that allows IT teams to implement IT changes with minimal risk through streamlined planning, approval, and implementation.
  • IT project management features for creating projects, managing resources, and tracking their progress.
  • Integrated knowledge management, a virtual assistant, and AI capabilities.
  • Effective SLA management with proactive and reactive escalations and escalation actions.

#4) Freshservice

Best for small to large businesses.

Freshservice Pricing: Freshservice offers a free trial for 21 days. There are four pricing plans to choose from i.e. Blossom ($19 per agent per month), Garden ($49 per agent per month), Estate ($79 per agent per month), and Forest ($99 per agent per month). These prices are for annual billing and Monthly billing plans are also available.

Freshservice

Freshservice provides an IT service desk solution that is easy to set up and use. It provides multi-channel support for automating the tasks and providing support to the issues raised via email, chat, phone, etc. The mobile app is available for iOS and Android devices.

Features:

  • It has incident management features: Supporting multiple ways to raise tickets.
  • It has features for Knowledge management: Automatic creation of knowledge base article from the solution created for incidents.
  • It provides a self-service portal.
  • Team Huddle: Employees will be able to communicate with their teammates from within a ticket.
  • Service Catalog: A user-friendly way to offer various services to multiple departments.
  • SLA Management by setting multiple SLA policies.

Verdict: Freshservice is a feature-rich platform that will help you in managing incidents, assets, etc. It has features for small as well as large teams and enterprises as well. For Enterprises, it provides the features of IP Whitelisting and Audit Logs.


#5) Servicenow

Best for small to large businesses.
Price: Servicenow has two packages i.e. ITSM & ITSM Professional. You can also get a quote for them.

Servicenow

Servicenow makes use of machine learning for categorizing, routing, and prioritizing the issues. The virtual agent provided by Servicenow will help you in providing consistent IT services and thereby increasing IT productivity.

Features:

  • It has Knowledge Management features for capturing and packaging knowledge throughout the organization.
  • Problem Management features will help you with finding the root cause of the issue.
  • With Problem Management features, you can proactively avoid future disruptions.
  • It provides a self-service portal.

Verdict: Servicenow has features for Enterprise Onboarding and Transitions to help you automate Onboarding and other employee lifecycle events that cover various departments. It has many more features like Chatbot, change & release management, agent intelligence, performance analytics, etc.

Website: Servicenow


#6) Wrike

Best for small to large businesses.

Wrike Pricing: Wrike offers four pricing plans, Free (for 5 users), Professional ($0 for a limited period), Business ($24.80 per user per month), and Enterprise (Get a quote). A free trial is available.

Wrike Dashboard

Wrike provides the software to manage multiple workstreams. It has the functionalities to constantly follow up with teams and to give you visibility into the work. It is a single powerful platform with all the IT project management tools.

Features:

  • Wrike provides IT service management templates for industry-standard workflows.
  • It will allow you to build custom workflows for your unique IT project management needs.
  • It has interactive Gantt chart features that will give you real-time work visibility.

Verdict: Wrike provides a platform that has a variety of views, tasks for IT projects, and status updates. It provides pre-built connectors and native integrations, using which Wrike can be integrated with more than 400 popular tools.


#7) SysAid

Best for small to large businesses.
Price: SysAid offers three pricing plans i.e. A-La-Carte, Full, and Basic.

SysAid

SysAid provides the solution for ITSM and service desk. This one product has integrated the capabilities of ITSM, service desk, and Help desk. It has the features of Incident Management, Problem Management, Self-Service Portal, CMDB, Change Management, Chat, Knowledge Management, etc.

It offers IT Asset Management Solution for your hardware, software, and mobile assets.

Features:

  • Incident Management features will help you to automate the service desk processes.
  • Problem management features will help you to deal with simple as well as complex problems.
  • It provides features for managing SLAs.
  • The software will allow employees to reset the password for their domains.

Verdict: This solution will automate the complete incident management from logging incidents to resolution. Through the routing rules, and dynamic forums, SysAid will help you to automate the service desk.

Website: SysAid


#8) SolarWinds MSP

Best for small to large businesses.
Price: SolarWinds MSP provides a free trial for 30 days. You can get a quote for their pricing details.

SolarWindsMSP

SolarWinds MSP is the IT Service Management Platform. It is a cloud-based solution. SolarWinds MSP will secure your IT department and will increase efficiency. This solution will also help in maximizing the Uptime.

Features:

  • Advanced automation features will help you to monitor & manage devices and quickly resolve issues.
  • A resource-efficient backup will help you to avoid data loss in case of an emergency.
  • It has features for Help desk software.
  • It supports Windows, Mac, and Linux platforms.

Verdict: SolarWinds MSP provides several products like Remote Monitoring & Management, Backup & Recovery, PSA & Ticketing, Mail Protection & Archiving, Threat Monitoring, and Remote Support. It provides advanced analytics and 24*7 technical support.

Website: SolarWinds MSP


#9) Zendesk

Best for small to large businesses.
Price: Free trial is available. It has three pricing plans i.e. Support, Suite, and the plan to build your own solution. The price starts at $5 per agent.

Zendesk

Zendesk is a customer service software and support ticketing system. It has the facility to live chat and messaging. The support plan will help you to track, prioritize, and solve the customer tickets.

Features:

  • It has features for Knowledgebase.
  • It can be used for self-service and internal self-service.
  • It provides virtual customer assistance.
  • Zendesk Suite has features of live chat & messaging, reporting, etc.

Verdict: This cloud-based help desk management solution is a feature-rich solution for building a customer service portal, knowledge base, and online communities.

Website: Zendesk


#10) Cherwell

Best for small to large businesses.

Price: You can contact the company to get a quote and demo. As per the reviews, the price starts at $189 per month. Cherwell has the capabilities of IT Service Desk, ITIL Processes, Incident & Request Management, Change Management, Configuration Management, and IT Asset Management.

Cherwell

The solution can be deployed in the cloud or on-premises. You can also get the solution from multiple managed service providers.

Features:

  • It has Incident and Requests management features that will help you with submitting requests related to goods and services and also for reporting issues and checking status.
  • Configuration management features will centrally manage configuration items, utilize associated information, and will help you to visualize relationships.
  • IT Asset Management feature will help you with tracking and managing the lifecycle of hardware and software assets.

Verdict: Cherwell also provides the features of Change management, IT service desk, and ITIL Processes. Other than IT Service Management, it provides various solutions like Security Management, HR Service Management, Facilities Management, etc.

Website: Cherwell


#11) InvGate Service Desk

Best for small to large businesses.
Price: InvGate has three pricing plans i.e. InvGate Insight, InvGate Service Desk, and InvGate Assets. You can get a quote for these pricing plans. It offers a free trial for the product.

Invgate

InvGate Service Desk is rich in features. It provides features like ticketing, self-service, Knowledgebase, Asset Monitoring, Software Licensing, and Software Metering.

It provides Ticket Management features that will help you to manage requests and resolve the issues.

Features:

  • InvGate has features for Problem Management, Knowledgebase, Change Management, Self-service, Analytics, Workflow, and many other capabilities.
  • InvGate Service Desk will give you better access to data and information and hence you will be able to make better decisions which will result in better performance.
  • With InvGate’s Ticket Management features, it will be easier to log, manage, and report the IT issues.
  • Change Management features will help you with the effective management of changes.
  • Problem management features will help you to deal with recurring issues.

Verdict: InvGate’s Knowledgebase is universally accessible as it makes use of Natural Language Technology. Through Service Level Management and SLAs, InvGate will allow you to prioritize operations according to impact, urgency, and is agreed with service level targets.

Website: InvGate Service Desk


#12) BMC Remedy

Best for small to large businesses.
Price: It offers a free trial for the product. You can get a quote for its pricing details. As per the online reviews, the price for one license of Remedy ITSM Suite will be $2802.99.

BMC

BMC Helix ITSM solution has embedded multi-cloud capabilities, Predictive service management, Cognitive email analysis, and automated actions functionalities, Operational & deployment efficiencies, and it is optimized for ITIL4. It can be integrated with DevOps tools like Jira.

Features:

  • It provides Incident and Problem management features that are context-aware with proactive incident matching capabilities.
  • Its self-service capabilities will reduce the volume of calls.
  • Knowledge Management features come with the built-in Knowledge-Center Service. Its knowledge management supports multi-media content.
  • Multi-Cloud Service Management will enable you to integrate incident, problem, and change management with the popular agile dev Solutions.
  • It provides smart reporting with 90 out-of-the-box reports.

Verdict: BMC Helix ITSM solution provides the features of Change Management, Release Management, Asset Management, Configuration Management, Service Request Management, and Service Level Management. It also provides the Chatbot facility that can be extended to Slackbot, SMS, and Skype. It has a one-click self-service for all devices.

Website: BMC Remedy


#13) Jira

Best for small to large businesses.

Price: Jira offers a free trial for 7 days. There are two pricing plans i.e. Small team plan will cost $10 per month (up to 3 agents) and a Growing team plan will cost $20 per agent per month (for 4 to 15 agents). These prices are for cloud hosting.

Jira

The self-managed solution is available for any team size. There are two plans i.e. Server ($16500 one-time payment) and Data Center ($12000 per year). It can be tried for free for 30 days.

Jira is a perfect service desk solution for any team including HR and Legal. You will get a knowledgebase by integrating the Confluence with Jira. On-premise as well as in the cloud deployment is available for this platform. It is built for collaboration and provides next-level automation.

Features:

  • It will allow the team members to create a change request without approval.
  • The self-service portal will be powered by machine learning.
  • It is a PinkVERIFY certified service desk with the features of Knowledgeable, SLAs management, and automation of repetitive tasks.
  • It provides reports that will help you to improve performance.

Verdict: Integrating the Jira Service Desk with Jira Software will benefit the IT team or developers as it will be one platform to fix incidents and push changes. Jira service desk can be customized by choosing the apps from Atlassian Marketplace as per your requirements. It has more than 800 apps in the marketplace.

Website: Jira Service Desk


Conclusion

All the solutions mentioned here provide almost the same features for ITSM. They might differ in some features like Benchmarking, Risk Detection, Reports, Asset Management, etc. Freshservice, Servicenow, SysAid, SolarWinds, and Zendesk are our top picks as an ITSM Tool.

ManageEngine and Jira provide cost-effective pricing plans. Freshservice and SolarWinds Service Desk also provide affordable plans.

We hope this article helped you in selecting the right ITSM tool.

=>> Contact us to suggest a listing here.