10 Best IT Service Management Software Systems

IT service management (ITSM) is a range of activities involving the design, planning, delivery, control and operation of information technology services implemented by an organization to meet the needs of customers. Since it is a complex mix of processes, companies utilize specialized software tools to facilitate ITSM implementation. Often, vendors offer these tools as bundled packages or suites that cover all ITSM processes, while others cover only specific procedures.

There are over a hundred ITSM software solutions in the market and we at FinancesOnline have gone over most of them to determine which ones are the most reliable, intuitive, advantageous, feature-packed and client-friendly. For the convenience of our readers and possible future users of these tools, we’ve come up with our list of 10 best IT service management software solutions that have been thoroughly reviewed and scored by our editorial teams. Hopefully, this will let you narrow down your choices more efficiently.

1. Freshservice

Freshservice is an ITIL-ready cloud service desk platform, meaning it is fully capable of providing full ITSM support at any scale to businesses of any type or size. This makes it easy for first-time companies to migrate their system to an ITSM environment, sans the hassles and complexities of such a system shift. With its array of features and built-in configuration management database (CMDB), Freshservice notched a high score from our reviews and an excellent customer satisfaction rating. There is a free trial version of the software offered by the vendor so it’s easy to try it out before you decide on a paid plan and the software is actually available for free for up t0 3 users. You can easily sign up for Freshservice free trial here.

This award is given to the best product in our customer service software category. It highlights its superior quality and underlines the fact that it's a leader on the market.
Freshservice won our Best Customer Service Software of 2018

There are many things to like about Freshservice. Let’s highlight some of its capabilities:

  • convenient adoption and implementation being ITIL-compliant and having a CMDB service desk
  • problem isolation through the association of assets and users with tickets
  • risk mitigation through evaluation of assets and their related incidents
  • deep configuration allows creation of more than two dozen relationship types plus the ability to establish your own
  • automation of admin tasks across the incident-resolution period to remove repetitive tech support activities
  • flexibility to build and manage the knowledge base; and automation and customization of end-to-end request processing.

Another winning feature is the capacity to manage your assets easily via Freshservice’s CMDB. You can track relationships between assets and users and detect correlated issues on either of them, aside from being able to see specifics such as IP addresses, customer issues, customer details, vendor details, associated costs, warranty and other similar information. This comes in handy when you need such data immediately. But more than just a record-keeping tool, you can unleash CMDB’s powerful functionality when you link it to Tickets, Problems, Changes, and Releases pages, allowing you to assess and resolve incidents before they become potential problems.

2. Zendesk

Zendesk is currently used by more than 40,000 organizations around the world, which makes it one of the leaders in the pack of help desk solutions. Its pervasive influence can be attributed to its scalability, applicable to a wide range of businesses of any size – from small ones employing a minimum of 5 agents to large, multinational corporations with 500 or more agents. The likes of Groupon and Zappos have trusted Zendesk as the smart choice for their ITSM operations.

The application is cloud-based and is accessible from your desktop or mobile device. It is simple to deploy and implement and can be up and running in minutes once fully installed. It also readily integrates with widely-used channels such as email, chat, web and social media, making it a handy and flexible help desk platform.

Zendesk’s line-up of unique features are tailored for companies aiming to boost and enhance their help desk service particularly for easier tracking, faster delivery, always-on service portals, more intuitive FAQ searches, and deeper knowledge base. It even reinforces self-service support to allow customers to find solutions for themselves, instead of assigning agents to look after small and probably inconsequential inquiries which eventually eat up time and productivity.

To check out the features firsthand, you can easily sign up for Zendesk free trial being offered by the vendor.

As expected from an application of this caliber, Zendesk also offers functionalities for branding, customization, reporting and analytics, benchmarking of team performance and customer satisfaction, integration with various apps and business systems (CRM, e-commerce, social media), and many other feature-filled support capabilities.

3. Samanage

Samanage is powerful, fast, scalable and customizable. First of all, Samanage is fully compliant with the latest IT service management framework – the Information Technology Infrastructure Library (ITIL) – which means that per industry regulations it has the capability to provide robust support and all necessary features required by large enterprises for their ITSM operations. In this regard, Samanage stands out with its high-quality enterprise service desk that can run service and ticket requests, and operate an email-integrated self-service portal that enables users to resolve issues on their own. Another vital function is the IT asset management platform that allows you to control and manage all company assets.

Other key features of Samanage that placed it on the top ranks of the customer support category include: clear and easy tracking of all software licenses and contracts; streamlining of available fulfillment processes and service requests with an IT service catalog; and the retaining and sharing of knowledge and other information derived from resolved incidents. A nifty built-in tool is the ability to continuously monitor your software and hardware to detect any inherent risks.

Furthermore, there is mobile access for remote work, smooth integration with leading third-party apps, easy customization of forms and reports, tracking of infrastructure configuration items, active directory to manage users in the organization, benchmark tool for measuring service performance in real-time, and a whole lot more useful features. Likewise, there are flexible pricing plans to fit the budgets of small, medium or large companies.

4. JIRA Service Desk

Jira Service Desk is a widely-used hosted service desk platform for customer service and IT support. It is often deployed in many popular open source projects as a software development issue tracking tool with its proven reliability in identifying and locating software bugs. Its self-service portal allows for convenient knowledge search, help requests and progress tracking of issues.

Some 20,000 teams worldwide currently use Jira Service Desk primarily for three reasons. First, it is easy to use and set up. It has an, intuitive and user-friendly portal, and can be installed effortlessly. Second, it integrates with the Jira project management software, enabling the linking and collaboration of developers with your IT team. Third, it is flexible and can adapt to support any changes in processes.

Although not marketed as an asset management tool, all the basic tools for issue resolution management come with the software which include requests, ticket management, workflows for issue control and status, automated rules, customer commenting, information reports through charts and graphs, and the self-service portal.

Jira Service Desk has a fully functional, time-limited free trial, and offers affordable pricing plans for small and growing teams.

5. ManageEngine ServiceDesk

ManageEngine ServiceDesk is one of the top help desk platforms available today with over 10,000 users worldwide, including noted brands Xerox, Vodafone and RelayHealth. It also helps that ServiceDesk Plus is available in 23 different languages. Below is a sampling of the tons of benefits that come with the application.

The popularity of ServiceDesk among businesses and organizations stems from a flexible system that carries with it a host of innovative features all designed to facilitate asset management as well as the implementation of ITIL best practices. This translates to being able to efficiently monitor and manage customers’ needs and issues aside from your own performance. It also fixes and fine-tunes IT service requests resulting in shorter processing times. Likewise, determining which assets are in the network can be promptly done through an agent-based scanning process and an auto discovery operation. The ability to extract insights from your network can mitigate situations such as sudden shifts in IT infrastructure – a feature often not found in conventional helpdesks.

ServiceDesk’s flexibility and integration with IT management apps means never having to worry if your IT team is capable of the most challenging tasks. First of all, you have the option to deploy the system on premise or simply have it automatically update and back up data through cloud hosting. It facilitates dynamic reporting and has a number of communication channels for quick access to your services. Being fully mobile and operationally responsive, clients can reach you anytime from anywhere. Also, remote support capability allows your agents to respond to all users regardless of where they are,  act on modifications if needed, and then create comprehensive reports using help desk metrics.

6. Cherwell IT Service Management

Cherwell IT Service Management is a versatile, feature-laden ITSM system that aims to equip IT teams with the ability to configure and steadily improve their systems and processes while lowering overhead costs. Over 1,700 enterprises spanning various industries and organizations from banking to healthcare, local governments to the judiciary, private foundations and schools districts, all rely on the Cherwell platform for their IT support needs.

There are three factors that have made the Cherwell a choice for many: it’s powerful, easy to use, and offers options. From its intuitive reporting and dashboards to a premiere self-service portal and extensive ITIL support, you have a robust platform to cover your ITSM requirements. Likewise, it is very easy to configure and customize allowing you to immediately adjust to new and emerging needs. Furthermore, you have choices – SaaS or on-premise (which you can switch anytime) and subscription or perpetual license (with no extra hidden cost).

The Cherwell ITSM is based on codeless design architecture, permitting your team to bring out new functionality without having to go through the complication of code-tweaking. It also allows for frictionless integrations with third-party applications. All of its extensive features are meant to facilitate IT systems support – from workflows, processes, automation, database management, reporting, and more – without impacting your bottom line.

7. Track-It!

Track-It! enables you to discover, track, audit and manage assets in your organization. Having these functions, you would know which item, part or equipment need support and attending to. Tailored for small and medium-sized businesses, Track-It! merges the functionalities of a complete help desk platform and an asset management tool into one potent package. More than 55,000 companies are using Track-It! as a solution to manage company and business assets.

A number of advantages can be derived from using Track-It! These include improved resolution rates and end-user satisfaction by having help desk personnel track their work more efficiently; reduced cost on IT assets you thought were lost or didn’t realize were in the inventory; convenient management of IT environment with complete hardware, software and configuration data all assets; better control of costs resulting from unplanned network or server changes; get performance progress via instant visual display of KPIs; be updated through automatic emails on the latest trends related to your business; have a record of the vendor used, items ordered, serial numbers, quantities, prices and other specifics; and save time and money by creating a solutions database.

Included in the Track-It! package are: Self-Service Web Portal, Lightweight Directory Access Protocol (LDAP) integration, software license management, network detection, customizable views, free chat support, and mobile app, among others.

8. BMC Remedy 9

BMC Remedy 9 is a digital enterprise management platform built specifically for mobile devices. The application is available on-premise or a cloud-hosted service and is intended to deliver optimal service management through ITIL processes, best practice reports and KPIs. Since it is made for mobile, Remedy’s developers expressly designed the application to be intuitive and people-centric to allow more productivity for users. Teams can work from anywhere, provide service on the go, and fix issues faster.  Such innovation puts the power of mobile management right in your own hands.

Remedy 9 features smart reporting with custom reports and attractive visualizations, and comes with 90 out-of-the-box reports. You can create slide shows with functional data report via its storyboard feature as well as share and get insights with its collaboration feature. In the area of incident and problem management, you can resolve incidents faster with context-aware incident matching; integrate all IT support functions; and cut cost with the self-service social, mobile app. You can also provide key information to customers and support personnel and coordinate request activities across your entire IT environment with the knowledge, change and request management systems.

9. Agiloft

Agiloft lives up to its name being an agile, highly versatile and configurable framework expressly designed to manage even the most exacting task workflows and business processes. Giving you the level of control to automate and oversee your operations will result in improved performance and productivity across your organization.

From startups to conglomerates, the platform is widely used by companies around the globe because of its specialty – automating complex processes, even without programming. As you go about designing your workflows, Agiloft can build and document the actual behavior of the system and “learn” from it so that next time around it can automatically integrate processes with essential data consistently without manual input, thereby reducing errors. This intelligent technology may well be the reason why 2.5 million individuals from companies worldwide use Agiloft for task management.

Aside from its powerful workflow functionality, Agiloft has much more to offer. It has customizable business rules to update or validate data, flexible task templates for a fully extensible system and quick deployment, as well as other innovative features to automate processes with a fully extensible system that can handle quick deployment. You can also control state transitions with Agiloft such as setting off approval workflows or task templates for whatever kind of project.

10. Alloy Navigator

Alloy Navigator delivers a feature-rich IT service and asset management suite that simplifies and streamlines IT operations by centralizing and automating various processes. It features functions such as internal collaboration, ticket management, inventory management, client management, and much more.

Businesses can utilize Alloy Navigator’s two platforms to effectively handle various responsibilities. Small and medium-sized businesses that are looking to improve their help desk services through interactive dashboards, notification tools, and real-time reporting capabilities can look into Alloy Navigator Express. Meanwhile, Alloy Navigator Enterprise is ideal for large organizations that wish to take advantage of robust contract management, incident management, knowledge management, change management, and other tools to enhance the IT teams’ operational efficiency.

Alloy Navigator can is fully customizable to suit your own custom IT workflows without having to cost an arm and a leg on costly programmer fees. Users can also benefit from accurate auditing of their whole network within a single click, complete IT operational awareness through datalinks, highly actionable insights through customizable report and dashboards, and much more.

Category: B2B News

Leave a comment!

Add your comment below.

Be nice. Keep it clean. Stay on topic. No spam.

You can use these tags:
<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>

This is a Gravatar-enabled weblog. To get your own globally-recognized-avatar, please register at Gravatar.

I agree to publishing my personal information provided in this comment.

Page last modified