IT Service Management (ITSM) Software

ITSM stands for Information Technology Service Management. ITSM tools are IT software designed to manage all the IT services of a company.

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Our selection of 9 it service management (itsm) software

Free versionFree trialFree demo

Paid version from US$10.00 /month

ITSM software with powerful incident management, asset management, and SLA tracking capabilities.

Easily manage IT requests with automated workflows and customisable forms. Keep track of assets and their history, while ensuring compliance with industry standards. Monitor and meet SLAs with real-time tracking and reporting.

Read our analysis about ManageEngine Servicedesk Plus Benefits of ManageEngine Servicedesk Plus

ITSM best practices

ITAM

Strong customer focus

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Streamline IT service management with powerful software that automates processes, increases efficiency and reduces costs.

With IT Service Management software, you can manage incidents, requests, changes and problems in one centralized system. Automated workflows, self-service portals and reporting capabilities make it easy to streamline processes and improve customer satisfaction.

Read our analysis about SysAid Benefits of SysAid

Increased efficiency and productivity

Better communication and collaboration among IT teams

Better visibility into IT operations and performance

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Access any computer from anywhere with ease. Control, transfer files, chat and collaborate with Zoho Assist.

Zoho Assist is a remote access software that enables you to access any computer from anywhere with ease. With Zoho Assist, you can control the remote computer, transfer files, chat and collaborate with your team. It is the perfect solution for businesses looking to provide remote support to their clients or collaborate with their team members who are working remotely.

Read our analysis about Zoho Assist Benefits of Zoho Assist

Remote control

Smooth interface

Compatible with other devices

Learn more To Zoho Assist product page

Streamline your business with MSP software. Monitor, manage and automate tasks for your clients.

NinjaOne MSP software allows you to easily track and resolve issues, automate billing and reporting, and manage multiple clients from one dashboard. Save time and increase productivity.

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Free versionFree trialFree demo

Paid version from €19.00 /month

Streamline your IT operations with powerful ITSM software. Automate ticketing, asset management, and reporting to improve efficiency and reduce downtime.

GLPI Network offers a comprehensive suite of ITSM tools, including incident management, problem management, and change management. With its powerful asset discovery and inventory capabilities, it's easy to keep track of all your hardware and software assets.

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Streamline your IT service management with easy-to-use software that simplifies ticket management, asset tracking, and reporting.

Freshservice offers a user-friendly interface that streamlines IT service management processes. With features such as automated ticket assignment, asset tracking, and customisable reports, this software makes it easy to manage and track IT service requests.

Read our analysis about Freshservice Benefits of Freshservice

Asset management

Customer Service

Reporting and analytics

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Streamlines IT services, enhances efficiency, and improves incident resolution.

Nexoid excels in revolutionising IT Service Management by streamlining service delivery, improving incident resolution times, and significantly enhancing operational efficiency. Offering intuitive tools for incident management, asset tracking, and change management processes, it assists businesses in aligning their IT services with their core business requirements. Furthermore, easy integration with existing platforms and exceptional support define its holistic approach to ITSM.

Read our analysis about Nexoid Benefits of Nexoid

AI

Customisation

flexibility

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Streamline IT service management with cutting-edge software that enhances productivity and reduces operational costs.

Our ITSM software offers comprehensive automation, customisation, and reporting features that enable organisations to manage their IT services with ease. With its intuitive interface and robust capabilities, our software streamlines IT service delivery, improves service quality, and optimises resource allocation.

Read our analysis about BMC Helix ITSM
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Streamline IT service management with powerful automation and reporting tools. Boost efficiency and reduce downtime with this top-rated software.

With HaloITSM, you get a comprehensive set of tools to manage your IT services, from ticketing and asset management to change management and problem resolution. Easily track and report on key metrics, automate routine tasks, and improve communication with customers and team members.

Read our analysis about HaloITSM
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IT Service Management (ITSM) software: purchase guide

A complete guide on ITSM tools

Manage your IT hardware more efficiently by choosing ITSM solutions. This type of software solution is the perfect tool to improve the quality of your services. And, it also allows you to lower your costs by controlling them as you wish.

What are ITSM tools?

ITSM tools (Information Technology Service Management) is programmed to monitor the activity of your company's IT support services. It identifies errors and malfunctions so you can manage your IT systems effortlessly.

Be at the forefront of innovation by choosing a SaaS software solution. By opting for one, you will benefit from the latest versions of ITSM software. Moreover, you can manage your IT and office automation equipment with ease and each incident is immediately notified so that you can react instantly.

How does an ITSM process work?

An ITSM process must have the following functions:

  • be measurable;
  • provide a specific result;
  • create value for the customer;
  • respond to a specific event (e.g. a user's call to the hotline).

What are the features of ITSM tools

Here are the main features that ITSM tools should cover:

  • Incident management: this is the lifecycle management of the problems that may occur in your IT system. ITSM tools are ideal to reduce the times when your teams cannot use their computers because they are blocked by an incident.
  • Cost management: By properly implementing your ITSM tool, you will better control the costs related to the renewal of your computer park or the need for repairs.
  • Performance analysis: Analyse in real-time the performance of your IT resources in order to make the best decisions and to be really reactive. 
  • Query management: Centralise queries to respond to your employees' needs with agility and provide continuous improvement of the IT infrastructure.
  • Change and evolution management: the itsm management tool also has the function of better understanding the needs for change in order to respond to the evolution of your business.

What are the benefits of using ITSM tools?

Here are the main benefits of using ITSM tools:

  • You will follow all of the laws and regulations in effect.
  • You will save tons of time and respond more quickly.
  • You will improve the quality of your service.
  • You can supervise IT processes.
  • You can control your costs and lower the investments dedicated to your IT equipment.
  • You can optimise and continuously improve your IT infrastructure.
  • You can manage your IT system and centralise your services.
  • You can improve organisation thanks to the automation of certain tasks.

What are the requirements for a modern ITSM tool?

There is a wide range of requirements for an ITSM tool. Depending on the internal purpose, the points listed below vary greatly:

  • Integral solution covering ITIL processes and the entire ITIL Life Cycle
  • Not only service operation, but service strategy - coverage
  • Complex services and SLAs can be mapped
  • Open interfaces and use of standards
  • Degree of integration capability
  • Orchestration, monitoring, discovery
  • Asset management
  • Easily customisable standard workflows
  • Task creation and task merging
  • Integrated service portal (including self-service portal)
  • Request management
  • Ordering of new services, self-help
  • Reporting
  • Multiple levels, from internal IT to management dashboard

ITSM covers the areas of service support and service delivery. Service support includes service desk, configuration management, incident management, problem management, release management and change management. Service delivery includes service level management, financial management, capacity management, availability management, IT continuity management and security management. Optimal IT service management is achieved, among other things, by choosing the appropriate definitions of processes and standards as well as software packages and ITSM frameworks.

What ITSM frameworks are there?

ITSM frameworks aim to ensure that the appropriate processes, people and technologies are in place to achieve the set business objectives. The most well-known ITSM frameworks include COBIT, Six Sigma, Microsoft Operations Framework, ISO 20000, TOGAF and ITIL.

IT Service Management (ITSM) softwares: Q&A

ITSM software is used to manage, deliver and support IT services. It helps organisations to streamline their IT operations by automating processes, managing service requests and incidents, and improving communication between IT teams and end-users. This software can be cloud-based or installed locally, and can be integrated with other tools such as monitoring software.

When selecting ITSM software, it's important to look for features such as incident management, problem management, change management, asset management, service catalogues, and reporting. Additionally, some software may offer features such as automation, integrations with other tools, and self-service portals for end-users.

ITSM helps organisations to improve their IT operations by streamlining processes, increasing efficiency, and reducing costs. It also helps to improve communication between IT teams and end-users, leading to better customer satisfaction. Additionally, ITSM can help organisations to comply with regulations and standards, and to identify areas for improvement.

The best ITSM software options will vary depending on the specific needs of your organisation. Some popular options include ServiceNow, BMC Helix, Jira Service Desk, Freshservice, and Zendesk. It's important to evaluate each option based on your requirements, budget, and implementation timeline.

Some free ITSM software alternatives include Spiceworks, OTRS, and Zoho Desk. These options may offer basic ITSM features such as incident management and ticketing, but may have limitations such as a lack of integrations or customization options. It's important to evaluate these options carefully and ensure they meet your requirements.