Top 13 ITSM tools that breathe new life into IT service management

Do you want to optimise the management of IT services within your organisation? The ITSM tool is the perfect solution.

Thanks to its functionalities, it structures workflows and optimises problem resolution. As a result, IT teams respond better to the digital needs of their employees.

📌 To help you choose the software best suited to the characteristics of your organisation, we've selected the 13 best ITSM tools on the market. For each product, we provide you with the essential information: technical characteristics, type of structure targeted, pricing and key features.

See all software IT Service Management (ITSM)

Why use an ITSM tool in your business?

To fully understand the benefits of ITSM tools, it is important to differentiate between traditional IT support and IT service management (ITSM).

👉 IT support focuses on resolving technical incidents and requests for technical assistance.

👉 ITSM represents a more global approach that seeks to optimise the efficiency of the company's IT infrastructure.

This means that it incorporates not only technical support, but also IT asset management (hardware, software, licences, etc.) and change management (updating systems, rolling out new solutions, training, etc.).

It's a comprehensive process, and to be effective it requires effective centralisation of activities.

This is where the ITSM tool comes in. It works like an IT control centre, collecting all the critical information needed to manage the entire IT service lifecycle.

An ITSM tool offers you the following benefits:

• improved productivity for IT teams thanks to the automation of repetitive tasks ;
• a reduction in the time taken to resolve IT incidents;
• improved traceability of user requests and technician interventions;
• compliance with recognised frameworks (ITIL, COBIT, SIAM) and easier integration with DevOps methodologies;
• optimised IT costs thanks to streamlined asset and lifecycle management.

Summary of our selection

Top 13 ITSM tools on the market

Atera

Atera is an all-in-one IT management platform. It integrates RMM, ticketing, asset management and customised reporting functions.

The tool stands out for its automation capabilities. In particular, it generates ticket summaries and suggestions for resolution. Altera is also the first platform in the sector to have integrated an AI application called Atera IA Copilot. It enables real-time troubleshooting by creating scripts and correcting incidents without human intervention. Atera offers numerous integrations with third-party tools to ensure perfect compatibility with your current workflows.

Atera is primarily designed for MSPs and enterprise IT departments.

⚒️ Key features :

• remote monitoring and management (RMM): performance monitoring, real-time network monitoring, automatic alerts, endpoint management ;

• PSA service automation: integrated ticketing, helpdesk, asset management, reporting, contract management and SLAs;

• IT automation: patch management, customised scripts, automatic incident resolution, proactive maintenance;

• AI functionalities: instant ticket summaries, real-time diagnostics, script generation, automatic troubleshooting, suggested solutions.

💸 Price: from €149/month.

Atera

+200 reviews

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Managed Service Providers (MSP) Software

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BMC Helix

BMC Helix is a comprehensive cloud platform for enterprise IT management. Its wide range of functions makes it a solution for large organisations.

The platform integrates artificial intelligence at all service levels. BMC Helix offers autonomous AI agents capable of automating tasks and providing strategic recommendations in real time. The tool excels particularly in the early detection of incidents.

BMC Helix is aimed at large enterprises and organisations with significant IT governance needs.

⚒️ Key features :

• cognitive AI agents: workflow automation, predictive analysis, conversational assistants ;

• centralised knowledge management: collaborative information sharing, accelerated training ;

• advanced governance: automatic infrastructure discovery, risk analysis.

💸 Price: on request.

EasyVista

EasyVista Service Manager is an ITSM/ESM solution powered by artificial intelligence. This modular platform works like an IT control tower thanks to its centralised CMDB, which analyses your technological ecosystem in real time.

EasyVista EV Service Manager also offers full compliance with ITIL standards. Built-in AI automates repetitive tasks by suggesting contextual actions. The main strength of the solution is its ability to interconnect different native modules (Discovery, Reach, Observe, DEM, Orchestrate), eliminating organisational silos.

⚒️ Key features:

• AI-enhanced ITSM: automation of routine tasks, assistance for IT agents, intelligent real-time analysis ;

• Unified platform: native modules for discovery and inventory, remote control, monitoring, customisable workflows;

• asset management and CMDB: inventory management, contracts and licences, automated CMDB.

💸 Price: on request.

Service Manager

10 reviews

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Efficient Workflow Optimisation for Service Management

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Freshservice

Freshservice is an omnichannel solution for managing IT (and non-IT) services for businesses. Freshservice features an intuitive, easy-to-use interface.

Users are assisted by the Freddy AI agent, which speeds up the resolution of incidents and provides managers with insights that can be exploited. The solution covers the entire IT spectrum, with modules dedicated to service, asset and operations management.

⚒️ Key features :

• ticket creation and tracking: integrated ticketing system, automated workflows, real-time SLA tracking ;

• IT asset management: automatic equipment inventory, asset lifecycle tracking, contract and licence management; and

• AI assistant: accelerated incident resolution, predictive analysis, contextual recommendations.

💸 Price: from €15/user/month.

Freshservice

+200 reviews

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Simplified ITSM Powered by AI

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HaloITSM

HaloITSM provides all the functionality you need to manage your IT services. It automatically discovers and tracks your organisation's IT assets and visualises their dependencies.

It also offers ITIL-aligned incident management processes for full compliance. Its native AI automatically summarises incidents and requests. Its Emotion AI and Virtual Agent modules ensure reduced response times.

⚒️ Key features:

• asset management and CMDB: tracking of assets, configuration items and links between CIs ;

• Incident management: compliance with SLAs, workflow automation, centralised communications;

• Change management: planning and implementing organisational changes.

💸 Price: from €130/year.

HaloITSM

+200 reviews

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Halo ITSM: Intuitive ITSM Software, Delivered by Experts

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Jira Service Management

Jira Service Management focuses on ease of use and is aimed at IT and HR teams. This software manages requests, incidents and technological assets.

It offers an integrated service desk using a ticketing system. Users also have access to a self-service knowledge base. Jira Service Management is a solution focused on internal IT management, without advanced RMM.

⚒️ Key features :

• integrated service desk: centralised ticketing system, management of IT and HR requests, automated workflows, compliance with SLAs ;

• technology asset management: equipment inventory, lifecycle monitoring, configuration management; and

• self-service knowledge base: self-service articles, intelligent search.

💸 Price: free start-up plan.

JIRA Service Management

+200 reviews

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Software that centralises customer relations

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Matrix42

Matrix42 is a solution that adapts to your budget and grows with your business. It's flexible software that can be installed in the cloud, on site or as a hybrid solution. Deployment is rapid thanks to a ready-to-use process and expert support.

Matrix42 ensures proactive and efficient incident and asset management, and offers high-performance IT automation (intelligent workflows, conversational AI integration, etc.).

Matrix42 is ideal for companies looking for a modular, affordable ITSM tool to maximise their ROI.

⚒️ Key features :

• Incident management: intelligent workflows, automated resolution, preventive monitoring ;

• Integrated AI: intelligent chatbots, automated assistance, recommendations;

• Asset management: automatic inventory, licence tracking, cost optimisation.

💸 Price: on request.

Matrix42 Service Management

4 reviews

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Streamline IT Service Management for Enhanced Efficiency

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NinjaOne

NinjaOne focuses its services on RMM (remote monitoring and management of IT systems). In this field, it manages every operational aspect: patch deployment, script execution, automated diagnostics and fault resolution, etc . A cloud solution, NinajOne also offers high-performance automation and comprehensive IT asset management.

An ITSM tool of choice for IT and MSP teams.

⚒️ Key features:

• Advanced RMM: real-time monitoring, endpoint management, continuous network monitoring ;

• automated maintenance: automatic deployment of patches, execution of programmed scripts, preventive maintenance ;

• automated fault resolution: intelligent diagnostics, no-human intervention fixes;

• IT asset management: lifecycle, automated inventory, licence tracking.

💸 Price: on request.

NinjaOne (ex-NinjaRMM)

+200 reviews

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Automated and Secure IT Asset Management

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ServiceNow ITSM

ServiceNow ITSM is a software package that offers a wide range of applications for managing IT resources. It brings together all a structure's financial, inventory and contractual information in a single interface.

ServiceNow ITSM also offers workflow automation for greater efficiency. The software is compatible with a wide range of tools, including Salesforce, Microsoft, Jira and Oracle.

ServiceNow ITSM is designed for both SMEs and large enterprises.

⚒️ Key features :

• CMDB: integrated automatic asset discovery, dependency mapping ;

• Asset management: lifecycle, licences, etc;

• Workflow automation: automated ITIL processes, reduction in manual tasks.

💸 Price: on request.

ServiceNow

+200 reviews

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Revolutionise IT Service Management with Advanced Automation

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SimplyDesk

SimplyDesk is a complete IT management solution. It is available in SaaS or on-premise mode to suit the unique preferences and needs of each organisation.

Whichever option you choose, SimplyDesk offers a full range of functionalities such as incident management, problem management, change management, asset management, software licence management and more.

Its intuitive interface and workflows guarantee superior efficiency for IT teams.

⚒️ Key features :

• complete ITSM solution: management of incidents, problems, changes, integrated ITIL processes ;

• Asset and licence management: centralised inventory, software licence tracking, cost optimisation, compliance.

💸 Price: from €30/month.

Simplydesk

4 reviews

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Boost IT Service Efficiency with Top Helpdesk Solution

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SolarWinds Service Desk

SolarWinds Service Desk is a complete desktop service management solution. Its modules also include an IT resource management system that covers all the essentials: incident management with integrated AI, automatic asset discovery and inventory, and a CMDB for tracking IT assets and their dependencies.

Built on the ITIL framework, the solution automates numerous tasks and boosts the efficiency of IT teams. The platform is distinguished by its fully customisable agent interface.

SolarWinds Service Desk is aimed at companies of all sizes looking for a solution that goes beyond IT with multi-functional support.

⚒️ Key features :

• ticket system: consolidated management of incoming requests, automated escalations, multi-channel tracking ;

• incident management: customisable workflows, ITIL compliance, automated SLAs; and

• AI automation: recommendations, multi-ticket resolution, suggestions ;

• knowledge base: integrated self-service articles, intelligent search, collaborative updating.

💸 Price: from €33.30/month.

SolarWinds RMM

+200 reviews

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Efficient Remote Monitoring & Management Software

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Spiceworks Cloud Help Desk

Spiceworks is aimed primarily at small organisations. The software is one of the simplest and most accessible IT management solutions .

The platform is free, which is worth noting. Spiceworks is more than sufficient to meet the needs of small IT teams. I

it incorporates a ticketing system, a customisable self-service portal and automatic notifications to streamline workflows.

⚒️ Key features :

• IT asset management: network scanning, licence and warranty tracking, lifecycle ;

• simple ticketing system: creation and tracking of requests, automatic assignment.

💸 Price: free.

SysAid

Sysaid combines IT service management and IT asset management with advanced automation capabilities.

The platform offers an AI First approach with artificial intelligence agents designed (and trained) specifically for ITSM. It can automate a wide range of tasks such as licensing, account unlocking and workflow management . SysAid also offers real-time asset discovery and updating.

SysAid is a solution worth considering for medium-sized organisations.

⚒️ Key features :

• advanced automation: automatic licence allocation, account unlocking, end-to-end workflows ;

• real-time asset discovery: automatic inventory, continuous updating; and

• remote control: remote connection, problem resolution; and

• monitoring: report creation, KPI tracking, customisation.

💸 Price: on request.

SysAid

+200 reviews

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ITSM Solutions: Automate Your Workflows

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How do you select the right ITSM solution?

Evaluate the key selection criteria

Process automation

Repetitive manual tasks hamper the productivity of IT teams. Ticket creation, allocation, system updates, SaaS licence renewals... Small, day-to-day actions require resources that could be allocated to the development of larger projects. A good ITSM solution must therefore offer a wide range of automated functions.

💡 Example: ServiceNow, which triggers corrective actions without human intervention.

Adaptability and flexibility

Think about your needs now, but also in the future, by investing in a scalable ITSM tool. It should make it easy to add functionalities (CMDB, IA) and additional users.

💡 Example: Freshservice lets you create new workflows in just a few clicks to increase the number of users.

Integration with other systems

High-performance ITSM systems integrate with your organisation's other software to streamline internal processes. Make sure your solution syncs with your ERP and CRM, as well as your cybersecurity tools.

💡 Example: Atera integrates with numerous third-party tools to ensure perfect compatibility with your current workflows.

Support and training

To be used to their full potential, ITSM solutions must not only offer available support, but also tutorials for each feature. Favour products with a gradual learning curve to maximise adoption by IT teams.

💡 Example: Matrix42 supports its users with a turnkey installation process and expert monitoring.

ITIL compliance

Make sure your ITSM software complies with ITIL best practice. To do this, check that it is ITIL 4 certified, the latest industry standard.

💡 Example: HaloITSM offers ITIL-aligned incident management processes.

Subscription prices and pricing model

Finally, choose a transparent and scalable pricing model that fits your budget. SMEs will prefer affordable turnkey solutions such as Freshservice or NinjaOne, while large groups will opt for modular, customisable platforms. You can also choose between an open source solution or a proprietary licence.

💡 Example: SimplyDesk offers accessible plans with basic functionality to meet the needs of small structures.

Comparative table of the functionalities of the main ITSM software packages

Implementing an effective ITSM strategy

Step 1: Draw up a successful implementation plan

Don't rush into implementing your ITSM process.

Start by drawing up a comprehensive roadmap detailing :

• your objectives,
• the main ITSM functionalities you want to integrate into your workflows,
• etc.

Involve the IT staff of your choice from the outset, understand their expectations and concerns and take them into account in your planning. This approach will ensure a smoother transition, and above all, help you select the most appropriate software.

You should also think about compliance with current standards. Design your ITSM processes to comply with ITIL best practice.

Step 2: Promote a culture of collaboration within your teams

The main obstacle to transformation projects is team resistance to change. To minimise the effects of this phenomenon and facilitate the adoption of your ITSM software, promote a culture of collaboration within your teams:

• Organise regular training sessions,
• Appoint ITSM ambassadors in each department to communicate the benefits of the software,
• collect valuable feedback.

Roll out the processes in phases , so that you can adapt your project to information from the field.

Step 3: Monitor and analyse ITSM process performance

To guarantee the effectiveness of your new IT service management process, implement the following performance indicators:

• overall ticket resolution rate and first contact rate ;

• the average resolution time between the creation of a ticket and its closure;

• SLA (Service Level Agreement) compliance rate;

• the total volume of incidents and tickets created;

• cost per ticket and per user.

See all software IT Service Management (ITSM)

It's up to you to take your IT management to the next level

Optimise your IT service management by choosing one of our top ITSM solutions. We have selected a wide range of management tools to meet the needs of all types of organisation. Whether you're looking for ITSM software that's easy to deploy, offers advanced AI-based automation or is highly flexible, you're sure to find the right solution.