Best ITSM Tools & Software for Every Need | TechnologyAdvice (2023)

May 18, 2021

Best ITSM Tools & Software for Every Need | TechnologyAdvice (1)

Written by

Tamara Scott

Why is TechnologyAdvice Free?

Key Takeaways

  • ITSM software tools are designed to improve efficiency and productivity and help manage all IT project management and responsibilities throughout the entire life cycle of technology used by an organization.
  • If you want to be scalable while increasing efficiency and be proactive in how you provide services and tackle issues without disrupting productivity, then ITSM software is a necessary asset.

Information technology service management (ITSM) is the implementation, regulation, management, and delivery of IT services, policies, and procedures within a company. This includes everything from planning, creating, delivering, and supporting IT service requests.

ITSM practices are how IT teams manage the end-to-end delivery of services to the client and are critical to the customer journey and operational efficiencies within the business. ITSM can also have an impact on the employee experience, as redundant tasks are automated and workflow is streamlined.

In addition, ITSM tools can also include features for:

  • Problem Management and Incident Management: Find solutions to decrease downtime and prevent incidents before they happen as well as incident management tools to help streamline the process when they do.
  • Ticketing Tool: Track solutions and assign work based on specialties or technical experience, and observe trends in the scope of work.
  • IT Service Model-Ready: Use existing models of best practices to guide your processes with built-in IT service management and problem management models.
  • Asset Management: Track and manage physical devices and add-ons throughout their life cycle.
  • License Management: View license requirements and manage updates, and be informed on upcoming changes or renewals.

In this article...

(Video) Top ITSM Tools pt. 1 - Main Features & Top Software Options

What are the Current Trends in ITSM?

Back to Top

ITSM creates structure and a process-based approach to service management for all organizations. The focus on trends for managing IT operations has shifted from fixing short-term solutions for the hybrid workplace to automation and future thinking process improvement. The following top forward-looking ITSM trends are worth noting.


AIOps leading automation

Artificial intelligence for IT operations (AIOps) combines AI with machine learning, analytics, and data science to quickly identify and flag IT operational issues for resolution. A detailed breakdown of data helps identify the root cause of issues and supports the automation of problem incident response. The result will be a reduction in labor needs and costs as well as sheer number of tickets raised by the hybrid and remote workforce.

A change in terminology

ITSM will phase out and will soon be called enterprise service management (ESM) or just service management. This trend will be a single source of truth tool for organizations that taps into multiple sources of data and provides a better view into operations across the organization.

Advanced analytics

Analytics will continue to further permeate all aspects of ITSM, including incident, problem, change, release, and request. In particular, business analytics and analysis from multiple sources will grow.

Best ITSM Tools

Back to Top

When choosing an ITSM tool, it’s important to consider its use case for your business’s needs. With that in mind, ITSM tools span three different categories: enterprise ITSM software, scalable solutions, and security solutions.

Enterprise ITSM

Enterprise-level companies have complex needs when it comes to IT software and IT service management, whether it be provisioning devices and servers for a global workforce or maintaining or looking for ways to automate processes.

SLA (service-level agreement) performance must be achieved across a variety of cloud and on-premises apps, and companies must ensure change management is supported. In larger organizations, knowledge management and the need for technology tools to support an up-to-date knowledge base also comes into play.

These ITSM tools will help mitigate some of the IT department’s stress and become a tool that supports success for enterprise-level service management.


Best ITSM Tools & Software for Every Need | TechnologyAdvice (2)

A leader in the ITSM market for the better part of a decade, ServiceNow is a cloud platform that smartly centralizes the management of all IT processes and markets their service desk tool on the basis of ease of use for setup, business process building, and customer use.

The service management tool offers built-in ITIL processes to help you get started and visual task boards let your team stay productive without a lot of workflow reorganization. Automation features also help your team automate repetitive tasks to free up time for more difficult problems with a streamlined workflow. In addition, an online user portal allows customers and end users to contact and request service delivery easily and gets you the information you need on the front end.

With its suite of robust features, ServiceNow is best suited for mid-sized and large organizations interested in the flexibility of one of three packages and costing options: ITSM, ITSM Professional, and ITSM Enterprise.

BMC Remedy

Best ITSM Tools & Software for Every Need | TechnologyAdvice (3)
(Video) Best ITSM Tools You Need To Know | Invensis Learning

BMC Helix ITSM solution is a multicloud-capable integration tool that employs mobile-first design to give IT departments access to their service management workflows from any device. You can use one of the 90 built-in reports to monitor issues related to service management and communicate with staff.

Moreover, Remedy is a full ITSM tool that includes other BMC products like the self-service portals MyIT self-service desk, and Atrium CMBD life cycle planning. It also has a one-click self-service for all devices.

Due to its integration capabilities, BMC Remedy can be well-suited for small to large businesses that need remote mobile access for teams who need a service desk in multiple locations.

ITSM scalable solutions

Back to Top

In this category, you’ll find ITSM tools that are suitable for small and growing businesses, but also designed to be a solution as they scale for future growth.

SolarWinds Service Desk

Best ITSM Tools & Software for Every Need | TechnologyAdvice (4)

Previously the Samanage service platform, SolarWinds Service Desk gives business and teams of all sizes tools to build an IT service management system, with pricing that’s great for small businesses and scales to the enterprise level.

SolarWinds Service Desk helps IT departments automate service management throughout the organization in over 150 ways. Users can gain insight into problems and service levels related to the service desk to increase efficiency across their whole environment as well as improve customer satisfaction.

In addition, this incident service management tool helps consolidate, manage, and prioritize incoming tickets with a focus on the end-user, and the service desk catalog standardizes service requests and fulfillment processes.


Ivanti provides small to large businesses ITSM tools with flexible options, including on-premises and software as a service (SaaS). Codeless integration means your service management software can connect with other applications and upgrade automatically without diverting resources from your IT department.

Ivanti also includes IT service management and asset knowledge management, so teams can track and improve processes related to their knowledge base, asset management, and upgrades. The system uses the same code between cloud and on-premises versions, which makes it easy to switch between configurations.

Formally, Cherwell® Service Management software,, Ivanti acquired Cherwell and their Service Management tool in early 2021 for the enhancement of service activities across organizations — expanding beyond IT into HR, Facilities, Information Security and Project Management.

The acquisition cemented Ivanti’s position as the only enterprise service management vendor to offer end-to-end service and asset management from IT to lines of business and from every endpoint to the IoT edge.


Best ITSM Tools & Software for Every Need | TechnologyAdvice (5)

Spiceworks offers software for help desk, mobile help desk, inventory, and network monitoring for IT departments. You can download these tools individually to build an interconnected ITSM framework for collaborative and tighter control of IT incidents and tasks.

If you have several third-party apps running for your IT department, this software can connect through APIs to integrate the whole system. IT support agents also have the ability to discover the devices on your network automatically with the help of Spiceworks IP Scanner.

(Video) Top ITSM Tools pt. 2 - Trends & Top Software Options

With scalable pricing options, any business can begin their ITSM processes at no cost and choose from several annual pay options as they grow.

ITSM for security

Back to Top

These ITSM tool vendors were built with information security in mind. Whether it’s the safe transfer of data between systems, backing up data across your company, knowledge management, or blocking outside threats, these tools are designed to keep your IT environment secure and support machine learning and the data-centric organization.


Best ITSM Tools & Software for Every Need | TechnologyAdvice (6)

Symantec has long been a leader in internet security, and they bring this same approach to their ITSM tool. As such, they are suited for enterprises that seek to effectively manage their endpoints with a customizable tool.

Enterprises can use this software for patch management, asset management, knowledge management, and software license management for Windows and Mac devices across your entire company. In addition, asset management tools include device discovery and license management to help you understand and improve the devices on your network.


Best ITSM Tools & Software for Every Need | TechnologyAdvice (7)

Autotask is a unified IT business platform best suited for small businesses that need access to a service desk, project management, document management, account management, time tracking, billing, contracts, resource management, asset management, account management, inventory, procurement, and reporting. All of this is provided as a cloud service with 99.99% promised uptime.

You can access customer relationship management (CRM), service desk, time and billing, and reports all from the same system. Moreover, the remote mobile service management feature gives you visibility into the service desk and service delivery on all devices in your network, and the Autotask Endpoint Backup provides backup security for your team.


Best ITSM Tools & Software for Every Need | TechnologyAdvice (8)

SysAid’s all-in-one service management and help desk software tool is designed to give users and customers or end users access to services with a lower barrier to entry. As such, it allows small to large businesses looking for an all-encompassing service management and help desk option the flexibility to choose between a-la-carte pricing options and tiered plans.

With SysAid, you can benefit from asset management for your hardware, software, and mobile assets. In addition, the Help Desk tool gives customers a self-service portal with a knowledge base, while ticketing and automation features move service providers more quickly toward a solution for streamlined IT service management—a complete incident management experience from logging to resolution. This ITSM tool is also built on ITIL and ITIL v3 methods and includes capabilities for service desk problem management, mobile device management, and workflows.

Why Implement ITSM Software?

Back to Top

The ITSM tool space is vast and evolving, and finding the right solution for your organization can seem daunting. ITSM software tools are designed to improve efficiency and productivity and help manage all IT project management and responsibilities throughout the entire life cycle of technology used by an organization.

If you want to be scalable while increasing efficiency and be proactive in how you provide services and tackle issues without disrupting productivity, then ITSM software is a necessary asset.

Take stock of your current needs and processes including total cost of ownership, integration and automation needs, and your plans for expansion when deciding which features you need now and what you can evolve into later, so you can choose an ITSM solution based on the current actual value of your department as it stands today.

(Video) 20 Best IT Service Management Platform

1 Wrike

Visit website

Wrike is an IT work management software trusted by 20,000+ companies and over two million users. Streamline your IT management using custom request forms, Kanban boards, Gantt charts, time-tracking, automated workflows and approvals, budget management, and advanced reporting, all in one place. Integrate Wrike with 400+ applications such as GitHub for seamless development and tracking. Customize your workflows so you can see progress at every step. Transform your IT management with Wrike.

Learn more about Wrike

Get our best stuff.

Sign up for our newsletter, and make your inbox a treasure trove of industry news and resources.

Best ITSM Tools & Software for Every Need | TechnologyAdvice (10)

Newsletter Subscriptions

Technology Advice is able to offer our services for free because some vendors may pay us for web traffic or other sales opportunities. Our mission is to help technology buyers make better purchasing decisions, so we provide you with information for all vendors — even those that don't pay us.


Best ITSM Tools & Software for Every Need | TechnologyAdvice? ›

Many organizations find it valuable to structure their IT services along the lines of a formalized IT Service Model (ITSM), such as ITIL. Microsoft Managed Desktop enables your organization to comply with many key aspects of such formalized ITSM models.

How do I choose the best ITSM tool? ›

Tips to Choose the Perfect ITSM Tool for your Business
  1. Analyze the requirement to refine the search. There is a varied variety of ITSM tools available in the market. ...
  2. Take advice from ITSM Analyst's expertise. ...
  3. Analyze the core functionality of the ITSM Tool. ...
  4. Define the Reliability of the tool. ...
  5. Find out a good provider.
Nov 18, 2022

What are different types of ITSM tools? ›

List of Top ITSM Tools
  • NinjaOne.
  • Jira Service Management.
  • Salesforce.
  • Zendesk ITSM.
  • Wrike.
  • SolarWinds Service Desk.
  • SysAid.
Mar 23, 2023

Does Microsoft have an ITSM solution? ›

Many organizations find it valuable to structure their IT services along the lines of a formalized IT Service Model (ITSM), such as ITIL. Microsoft Managed Desktop enables your organization to comply with many key aspects of such formalized ITSM models.

Is Jira a ITSM tool? ›

Jira Service Management is purpose-built for ITSM. Jira Service Management helps IT support, operations, and business teams deliver exceptional service experiences to employees and customers.

What is the best framework to use for ITSM? ›

Along with frameworks such as DevOps, Lean and Control Objectives for Information and Related Technologies (COBIT), the most popular and widely used ITSM framework is called ITIL (Information Technology Infrastructure Library).

What is the most popular framework that implements ITSM? ›

The most famous and widely used ITSM framework is called ITIL (Information Technology Infrastructure Library).

What is the difference between ITSM and ServiceNow? ›

For example, ServiceNow CSM is about building customer loyalty, while ITSM focuses on managing and delivering IT services to business users. As such, companies should carefully evaluate each module before choosing an implementation route.

What is the main difference between ITSM and ITIL? ›

The difference between ITSM and ITIL is really more about the relationship between the two terms. ITSM describes how a given organization manages its IT services, whereas ITIL is a framework for ITSM, prescribing a specific set of processes and guidelines for the provisioning of IT services.

Does Microsoft use ServiceNow? ›

ServiceNow enables Microsoft to integrate its digital environment with ServiceNow ITSM functionality and Microsoft uses out-of-the-box ServiceNow functionality whenever suitable.

Which is better Jira or ServiceNow? ›

Key Difference Between Jira vs ServiceNow

Jira is always built on the Jira platform and does not use any other platform to work on. ServiceNow is not built on the Jira platform, and this is one of the major differences between the two. Jira setup is easy, and installation can be done sooner than expected.

What is the difference between Jira and ITSM? ›

Unlike other ITSM tools, Jira Service Management is not dogmatic, but rather provides out-of-the-box ITIL recognised workflows and configurations, while encouraging further configuration and customisation to align to the needs of the business.

Can you use Jira as a ticketing system? ›

Jira's ticketing system is one of its most popular features, allowing teams to create and track issues or tickets throughout a project's lifecycle. Each ticket includes detailed information about the issue at hand, including priority level, status, and other relevant details.

How many modules are there in ITSM? ›

Becoming a mature IT organization is the goal of just about every IT department.

What is an ITSM software? ›

IT service management -- often referred to as ITSM -- is simply how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services.

What are the 3 types of frameworks? ›

They designed each of the three types of EA Framework to support different decision making and change; The three types of Enterprise Architecture Framework are Comprehensive, Industry, and Domain frameworks.

What are the four attributes of ITSM? ›

In addition, there are also four perspectives or attributes that could be used to explain ITSM which consists of people, partners, process, and product.

What is the standard for ITSM? ›

ISO/IEC 20000 is the international ITSM (IT service management) standard. It enables IT departments to ensure that their ITSM processes are aligned with the business's needs and international best practices.

Which three features are considered when choosing an ITSM tool? ›

Top ITSM features
  • Asset discovery and management. Know your IT hardware and software assets. ...
  • Configuration management. ...
  • Incident and problem management. ...
  • Self-service provisioning and support desk. ...
  • Knowledge management. ...
  • Metrics, analytics, BI & reporting. ...
  • Multi-cloud support. ...
  • Automated workflows and DevOps integration.
Oct 18, 2019

What will be the top 3 major trends in ITIL and service management? ›

Information Technology Infrastructure Library (ITIL)
  • Adoption of AI-supported ITIL® Practices. AI and ML will revolutionize the way ITIL® practices were conventionally done. ...
  • Better Customer Experience and Engagement. ...
  • Collaboration of DevOps and ITIL. ...
  • Better Employee Satisfaction. ...
  • Higher Information Security.
Mar 17, 2023

Who is the main competitor to ServiceNow? ›

Top ServiceNow Alternatives
  • BMC.
  • Microsoft.
  • IBM.
  • Atlassian.
  • Broadcom.
  • SAP.
  • SolarWinds.
  • Ivanti.

Why is ServiceNow better than BMC? ›

Though more expensive, ServiceNow offers more features and better stability, scalability, ROI, and customer support. To learn more, read our detailed BMC Helix ITSM vs. ServiceNow Report (Updated: March 2023).

What is ServiceNow best for? ›

The ServiceNow platform is designed for use in security, operations, customer service and HR, among other areas. The ServiceNow product suite also offers software for physical and cloud IT needs and can be used to manage service-level projects and production instances within a department.

Is Agile part of ITSM? ›

Agile is an operational management approach that is intended for service delivery within IT businesses. It is not a strategy for creating software specifically. IT service management (ITSM) provides IT services, including application development. Unsurprisingly, Agile has been employed in ITSM since the early 2000s.

What are the 7 guiding principles of ITSM in ITIL 4? ›

The seven ITIL guiding principles are:
  • Focus on value.
  • Start where you are.
  • Progress iteratively with feedback.
  • Collaborate and promote visibility.
  • Think and work holistically.
  • Keep it simple and practical.
  • Optimize and automate.

Why do I need an ITSM tool? ›

An ITSM tool enables IT leaders to standardise processes and service delivery and keep track of everything their IT service does. It also makes it easy to set Service Level Agreements (SLAs) and identify cases when they aren't met.

Is ServiceNow similar to Jira? ›

ServiceNow offers a portal that the whole community can access and documentation of the product for its clients. Whereas Jira Service Management provides a developer portal and a community website.

Is Salesforce better than ServiceNow? ›

Salesforce is a SaaS-based tool; on the other hand, ServiceNow is more of a customer-centric ITSM (IT Service Management) tool. Salesforce primarily provides a comprehensive platform that encompasses everything from sales to marketing to services, among other things.

Is ServiceNow better than SAP? ›

ServiceNow scored higher in 9 areas: Overall Rating, Culture & Values, Diversity & Inclusion, Senior Management, Compensation & Benefits, Career Opportunities, CEO Approval, Recommend to a friend and Positive Business Outlook.

Which module is most demanding in ServiceNow? ›

GRC(Governance, Risk and Complaince) is considered to be most demanded in the Job Market now. This is followed by HR Service Delivery which is gaining momentum in the industry now a days. But ITSM is evergreen and popular always.

Why is ServiceNow so popular? ›

ServiceNow is many things. Not only is it flexible, but it is exceedingly powerful in every aspect of its design. ServiceNow enables enterprise service domains to define services, provide an intuitive service experience, deliver service, assure service availability and analyze critical service metrics.

Which module is best in ServiceNow? ›

Which ServiceNow Module is best for you?
  • ITSM module.
  • Orchestration module. Clients can integrate ServiceNow with existing infrastructures such as Active directory, may integrate software management and perform password resets. ...
  • Cloud Management module. ...
  • Security Operations module.
Nov 13, 2018

How many companies use ITSM? ›

We have data on 3,719 companies that use BMC Remedy ITSM.

What is Jira Service Desk called now? ›

Jira Service Desk vs. Jira Service Management

To be fair, it's not really a “this vs that” scenario, because Jira Service Management includes all the functionality of Jira Service Desk with richer ITSM capabilities. Jira Service Desk is now part of Jira Service Management. How did we get here?

Is Jira the best management tool? ›

Jira was originally designed for software development and bug tracking. It has features that are customized to issue tracking and bug reporting. Hence, Jira is the best choice for software development teams.

What is equivalent to Jira in Microsoft? ›

Azure DevOps has a similar construction to Jira.

Does Microsoft offer a ticketing system? ›

Microsoft Ticketing System is a helpdesk ticketing management software launched by Microsoft to help enterprises effectively manage ticketing issues.

Does Microsoft have a ticketing software? ›

Helpdesk Plus, a SharePoint ticketing system for Office 365 is a free, fully featured 14 days trial for one Microsoft 365 tenant. Helpdesk Plus is free for up to 1 user forever.

What is the first step when choosing a service management tool? ›

Start by determining your organization's current level of I&O maturity, as well as the desired state of the organization in 3 – 5 years. Gartner classifies ITSM tools as basic, intermediate or advanced based on ITSM capabilities and their integration with IT operations management (ITOM) solutions.

How do I choose which software to use? ›

Seven steps for choosing the right software for your business
  1. Decide who needs to be involved in decision-making. ...
  2. Review your processes, prioritise your needs and set your budget. ...
  3. Do your research. ...
  4. Get the right advice. ...
  5. Select the software you want to demo or trial. ...
  6. Train your team. ...
  7. Communicate about new features and updates.
Jul 21, 2021

What are the 5 management tools? ›

Top 10 Management Tools
  • Strategic Planning.
  • CRM.
  • Customer Segmentation.
  • Benchmarking.
  • Mission and Vision Statements.
  • Core Competencies.
  • Outsourcing.
  • Business Process Reengineering.

What are the 4 P's required for effective service management in ITIL? ›

The first ITIL V3 basic concept is the Four Ps of implementing IT service management as a practice. People, processes, products or technology, and partners or suppliers. You can think of the Four Ps as the proper scope of consideration for anything in IT.

What are the three pillars of IT service management? ›

When embarking upon the effort of implementing an ITSM framework within your organization, centralize your focus on these three key areas: People, Process and Technology.


1. ITSM - What is it? Introduction to IT Service Management
2. Ivanti ITSM & ITAM Better Together | Service Management and Asset Management software solutions
3. ServiceNow is ITSM tool || what is ITSM || #servicenow #itsm
(SKFacts and ITCareers)
4. ITSM tool
(Mitchell Pautz)
5. Introducing ITSM Essentials
(ITSM Academy)
6. 10 IT Service Desk ITSM tool hacks – doable in hours – with high impact results


Top Articles
Latest Posts
Article information

Author: Kimberely Baumbach CPA

Last Updated: 03/09/2023

Views: 6316

Rating: 4 / 5 (41 voted)

Reviews: 88% of readers found this page helpful

Author information

Name: Kimberely Baumbach CPA

Birthday: 1996-01-14

Address: 8381 Boyce Course, Imeldachester, ND 74681

Phone: +3571286597580

Job: Product Banking Analyst

Hobby: Cosplaying, Inline skating, Amateur radio, Baton twirling, Mountaineering, Flying, Archery

Introduction: My name is Kimberely Baumbach CPA, I am a gorgeous, bright, charming, encouraging, zealous, lively, good person who loves writing and wants to share my knowledge and understanding with you.