IT Management software has become an essential tool for organizations striving to streamline their operations and enhance productivity. These software solutions help IT teams manage everything from network devices and Asset Management to service delivery and Compliance Management.
With many options available, choosing the right IT Management software can feel overwhelming. This article is your ultimate guide to the top IT Management software options. We’ll explore the features, benefits, and must-have tools that will make your IT team’s life easier and more productive.
Ready to go through the landscape of IT Management software? Let's go!
TL;DR
- IT Management software streamlines operations, improves productivity, and optimizes IT systems.
- Key features: Asset Management, ticketing, automation, and reporting.
- Benefits: real-time visibility, improved collaboration, and resource savings.
- Choosing the right software requires considering scalability, integration, and user-friendliness.
10 best IT Management software: Selection and best features
- InvGate Service Management - Intuitive interface with powerful automation tools.
- SolarWinds Service Desk - Comprehensive IT Asset Management capabilities.
- Jira Service Management - Seamless integration with other Atlassian products.
- ConnectWise - Robust ticketing system for efficient Incident Management.
- ManageEngine ServiceDesk Plus: ITIL-ready Service Management features.
- Freshservice - User-friendly interface with powerful automation tools.
- Zendesk Service - Advanced reporting and analytics capabilities.
- SysAid ITSM - Integrated Asset Management and help desk functionalities.
- BMC Helix ITSM - AI-driven insights for proactive IT Management.
- ServiceNow IT Service Management - Comprehensive suite for IT Service Management.
Why trust this review?
At InvGate, we pride ourselves on being specialists in IT Asset Management solutions. Our team consists of experienced professionals who understand the intricacies of IT environments and the challenges organizations face in managing their technology.
We have conducted extensive research and analysis to curate this comprehensive list of IT Management software options for 2025, ensuring that our recommendations are based on real-world insights and user feedback.
Our commitment to providing accurate and reliable information means you can trust our reviews to guide your decision-making process. We understand that choosing the right IT Management software is a critical investment for your organization, and we aim to make that process as seamless as possible.
10 IT Management software alternatives in the market
Now that we covered everything you need to know before making the important decision of acquiring an IT Management software, let's take a look and compare most popular alternatives that are currently in the market.
1. InvGate Service Management
InvGate Service Management is an IT Service Management solution designed to streamline IT support operations throughout organizations, empowering agents with all the information they need to operate, and improving end-user satisfaction at the same time.
InvGate Service Management features
- Incident, Problem, and Change Management.
- Workflow automation with visual builder.
- Self-service portal and knowledge bas.
- Service catalog and SLA tracking
- Reporting capabilities.
- AI capabilities (such as improved responses and knowledge article generation).
- Integration with InvGate Asset Management.
InvGate Service Management pricing details
Starts at $17/agent/month. And don’t hesitate to sign up for the free 30 day trial to see all of our features in action!
InvGate Service Management user reviews and ratings
Compared to other desk software solutions in the market, InvGate Service Management stands out with its comprehensive features and user-friendly interface.
- Gartner Peer Reviews score: 4.6
- G2 score: 4.6/5
"There is a single place to go, not 23 different email accounts, and we love the new portal experience. That is an absolute game changer. We are one full support department now, which is amazing, even though it's spanning so many groups and teams. It's one place to go for help. And from an end user perspective, that's just amazing."
Megan Engels, IT Service Desk Manager at People's Bank
2. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based and AI-powered IT Service Management platform built to maximize productivity and accelerate resolution with lightning-fast time to value. It caters to IT departments looking for an easy-to-implement and scalable service desk with automation features.
Integrations: Seamless integration with various third-party applications, including Microsoft Teams, Slack and Open REST API.
SolarWinds Service Desk features
- Asset discovery and inventory.
- Change and incident management.
- AI-powered ticket routing.
- Integration with Active Directory and other tools.
SolarWinds Service Desk pros and cons
Pros:
- Comprehensive Asset Management.
- User-friendly interface.
- Robust reporting capabilities.
Cons:
- Can be pricey for smaller teams.
- Some features may require additional training.
SolarWinds Service Desk pricing
Starts at $19/agent/month.
SolarWinds Service Desk user reviews and ratings
Generally positive reviews highlight its modern interface and ease of onboarding.
- Gartner Peer Reviews score: 4.4
- G2 score: 4.3
"We use SolarWinds Service Desk to support a company of about 350 employees, with the IT, finance, and production teams all using the platform. The interface is easy to use and customizable to a degree. Some of the automation options are limited—you can’t always access certain fields you’d like to use in automation rules. Built-in remote support would also be a useful addition."
User review from G2, IT Manager
3. Jira Service Management
Jira Service Management provides customizable ticket forms that will help you to triage the request in a simpler way. It also offers asset discovery and management, allowing users to track and manage hardware and software assets throughout their lifecycle. The software is designed to help businesses streamline their IT support processes and improve service delivery.
Integrations: Integrates with popular tools like Confluence, Bitbucket, and Trello.
Jira Service Management features
- Request, incident, and Change Management.
- Automation rules.
- CMDB and Asset Management (with add-ons).
Jira Service Management pros and cons
Pros:
- Seamless integration with other Atlassian tools.
- Customizable workflows.
- Strong community support.
Cons:
- Can be complex for new users.
- Pricing can add up with additional features.
Jira Service Management pricing details
Jira Service Management offers flexible cloud pricing based on the number of agents and billing cycle. For monthly billing with 25 agents, the estimated costs are:
- Standard plan: $21.42 per agent
- Premium plan: $50.56 per agent
There’s also a Free plan available for up to 3 agents. For larger teams or enterprise needs, there’s an Enterprise plan with custom annual pricing.
Jira Service Management user reviews and ratings
- Gartner Peer Reviews score: 4.5
- G2 score: 4.2
Often praised for flexibility and integration, but some users note complexity in setup.
"Jira Service Management offers a highly customizable platform that integrates seamlessly with existing Atlassian tools like Jira Software and Confluence. I especially appreciate the ability to automate workflows, manage SLAs, and connect incidents to development issues. The initial setup can be a bit overwhelming due to the number of configurable options. Some parts of the interface feel disjointed, especially when managing multiple projects with varying schemas."
User review from G2, QA manager
4. ConnectWise PSA
ConnectWise PSA (formerly ConnectWise Manage) is a professional services automation tool built for managed service providers. It combines ticketing, project management, billing, and CRM functions in one platform. While it's not a traditional ITSM tool, it's widely used by MSPs to deliver support services at scale.
Integrations: Integrates with various tools, including QuickBooks and Microsoft Office.
ConnectWise PSA features
- Ticketing with SLA tracking.
- Project and task management.
- Time tracking and billing integration.
- CRM and contract management.
ConnectWise PSA pros and cons
Pros:
- All-in-one platform for MSPs.
- Deep integration with ConnectWise ecosystem.
Cons:
- Steeper learning curve for new users.
- UI feels dated in some areas.
- Pricing may be high for smaller businesses.
ConnectWise PSA pricing details
Custom quotes only.
ConnectWise PSA user reviews and ratings
- Gartner Peer Reviews score: 4.7
- G2 score: 3.9
Users appreciate its end-to-end capabilities, but some report difficulty with initial setup.
"It's all about setting it up correctly and properly from the start, if you do that, it's a great program. It's large, has lots of capabilities and third party applications that integrate easily and can help but you need to set it up correctly from the start. If possible, get a consultant."
User review from G2
5. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a cloud-based IT Service Management solution that is designed to help businesses streamline their IT support processes and improve service delivery. It counts on a ticketing system to manage requests. We can also highlight its Asset Management, self-service, and knowledge base capabilities.
Integrations: Integrates with various ManageEngine products and third-party tools.
ManageEngine ServiceDesk Plus features
- Incident, Problem, and Change Management.
- CMDB and asset tracking.
- Workflow automation.
- On-premise and cloud versions.
ManageEngine ServiceDesk Plus pros and cons
Pros:
- ITIL-aligned processes and best practices.
- Extensive reporting and analytics capabilities.
- Flexible customization options.
Cons:
- Can be overwhelming for smaller teams.
- Requires some ITIL knowledge for optimal use.
ManageEngine ServiceDesk Plus pricing details
Free for up to 5 technicians (on-premise). Paid plans start around $13/technician/month.
ManageEngine ServiceDesk Plus user reviews and ratings
- Gartner Peer Reviews score: 4.3
- G2 score: 4.2
Often praised for value, but some users mention the UI needs modernization.
"Overall it's very good and has exceptional reporting options available. It makes managing incident tickets much easier and is much cleaner than the older version of Service Desk that we were using. The dashboards can get slightly overwhelming with information at times so perhaps a general clean up of how they're set out."
User review from Gartner, IT Manager
6. Freshservice
Freshservice is a cloud-based IT service management (ITSM) software developed by Freshworks. It helps organizations efficiently manage IT operations such as incident, problem, change, and Asset Management through an intuitive platform.
Integrations: Integrates with various Freshworks products and third-party tools.
Freshservice features
- Ticketing and Change Management.
- Asset and contract management.
- AI-based suggestions.
- Workflow automation.
Freshservice pros and cons
Pros:
- Intuitive interface with minimal learning curve.
- Robust automation capabilities.
- Excellent value for money.
Cons:
- May lack some advanced features compared to enterprise-grade solutions.
- Customization options are limited.
Freshservice pricing details
- Starter: $19 per agent, per month.
- Growth: $49 per agent, per month.
- Pro: $99 per agent, per month.
Freshservice user reviews and ratings
- Gartner Peer Reviews score: 4.2
- G2 score: 4.6
Well-regarded for its intuitive design and responsive support.
"Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult."
User review from G2, Senior Programmer, Integrations
7. Zendesk
Zendesk is a well-known customer service platform that also provides ITSM features for internal support teams. It allows for detailed reporting on ticket resolution time, technician performance, and service desk performance.
Integrations: Integrates with various third-party tools and platforms.
Zendesk Service features
- Ticketing and request management.
- AI-powered suggestions.
- SLA workflows.
- Omnichannel support.
Zendesk Service pros and cons
Pros:
- Powerful reporting and analytics tools.
- Scalable and flexible platform.
- Strong focus on customer experience.
Cons:
- Pricing can be high for smaller organizations.
- Some users find the interface less intuitive compared to dedicated ITSM solutions.
Zendesk Service pricing details
Plans start at $55 per agent/month, with higher-tier plans offering more advanced features.
Zendesk Service user reviews and ratings
- Gartner Peer Reviews score: 4.4
- G2 score: 4.3
Praised for customer service use cases. IT teams may find its ITSM capabilities somewhat limited.
“On the whole it is a positive experience and we can handle the majority of tickets as needed, triaging effectively across the team. The support site website is OK and very easy to edit, but has limitations."
User review from Gartner, Customer Success Manager
8. SysAid
SysAid is an IT Management solution that combines asset management and help desk functionalities in a single platform. Its integrated approach helps IT teams manage their resources more efficiently and deliver better service to end-users.
Integrations: Integrates with various third-party tools and platforms.
SysAid ITSM features
- ITSM workflows and forms.
- Asset Management.
- Automation rules and macros.
- Self-service portal.
SysAid ITSM pros and cons
Pros:
- Integrated Asset Management and help desk.
- Customizable workflows and dashboards.
- Affordable pricing for smaller teams.
Cons:
- May lack some advanced features compared to enterprise-grade solutions.
- Customization options can be limited.
SysAid ITSM pricing details
Custom quotes based on agent count and hosting model.
SysAid ITSM user reviews and ratings
- Gartner Peer Reviews score: 4.6
- G2 score: 4.5
Users mention its flexibility and automation, though UI modernization is a common request.
"Really liking the new system we installed from SysAid. Provides easier access for our remote / hybrid employees. Very customizable to our needs for forms / templates & categories. There is a learning curve to the new system. Since it's so customizable, it takes a while to learn all the features and where you create / modify / link your customized items."
User review from Gartner, IT Associate
9. BMC Helix ITSM
BMC Helix ITSM is a comprehensive platform that offers a wide range of capabilities to help businesses automate their IT support processes and improve service delivery. We can highlight its automation capabilities, which reduce response time and eliminates manual effort.
Integrations: Integrates with various BMC products and third-party tools.
BMC Helix ITSM features
- ITIL-aligned modules.
- AI-based recommendations.
- Multi-cloud Service Management.
- Chatbots and virtual agents.
BMC Helix ITSM pros and cons
Pros:
- AI-driven insights and recommendations.
- Comprehensive ITSM features.
- Scalable and flexible platform.
Cons:
- Can be complex for organizations new to ITSM.
- Pricing may be high for smaller teams.
BMC Helix ITSM pricing details
Enterprise pricing on request.
BMC Helix ITSM user reviews and ratings
- Gartner Peer Reviews score: 4.3
- G2 score: 3.7
Praised for depth and scalability; learning curve can be steep.
"Very modernized tool to automate and manage your operations. It helps in tracking tickets, tasks, changes, data. Great support team. Expensive compared to other ITSM tools. Not easy to maintain, sometimes causes troubles like performance issues."
User revierw from G2
10. ServiceNow IT Service Management
ServiceNow IT Service Management is a solution that allows you to deliver ITSM on a single platform. It includes a help desk system with features such as customer assistance, user management, and support ticket management. It has great capabilities for detailed reporting on ticket resolution time, technician performance, and service desk performance.
It has a central repository for managing incidents, problems, changes, and requests, allowing for streamlined ticket resolution and automation of IT processes.
Integrations: Integrates with various third-party tools and platforms.
ServiceNow ITSM features
- Incident, Problem, Change, and Knowledge Management
- AI and analytics.
- Service catalog.
- Integration hub.
ServiceNow ITSM pros and cons
Pros:
- Comprehensive suite of IT Management features.
- Powerful workflow automation capabilities.
- Scalable and flexible platform.
Cons:
- Can be expensive for smaller organizations.
- Implementation and customization may require significant resources.
ServiceNow ITSM pricing details
Pricing available only through sales reps. No free trial available.
ServiceNow ITSM user reviews and ratings
- Gartner Peer Reviews score: 4.8
- G2 score: 4.3
Highly rated for capability, though users note it requires technical resources for customization.
“The level of customisation is awesome and UI is very intriguing. I use this everyday to manage and get reports assigned or resolved by my team. The customisation comes with too many hurdles and we need to do more work to achieve. The cost of the tool is too high and there are few cheap alternatives also.”
User review from G2, Test Automation Analyst
What is IT Management software?
IT Management software refers to a suite of tools designed to help organizations manage their IT infrastructure and services effectively. This software enables IT teams to monitor, control, and optimize their IT systems, ensuring seamless operations and minimal downtime.
From managing hardware and software assets to providing remote support and monitoring network performance, IT Management software plays a critical role in maintaining an organization's technological backbone.
These solutions often include various functionalities such as mobile device management, patch management, and service management, just to name a few.
Benefits of IT Management software
Implementing IT Management software offers numerous benefits to organizations of all sizes. One of the primary advantages is enhanced visibility into IT operations. With comprehensive dashboards and reporting tools, IT teams can monitor their systems in real-time, identify potential issues, and make informed decisions to optimize performance.
Another significant benefit is improved collaboration among IT professionals. Many IT Management solutions come equipped with collaboration tools that facilitate communication and teamwork, allowing teams to address challenges more effectively.
Additionally, IT Management software can help organizations save time and resources. IT teams can focus on strategic initiatives that drive business growth by automating routine tasks such as software updates, asset tracking, and Incident Management.
How to choose an IT Management software?
When selecting the right IT Management software for your organization, it's essential to consider several criteria to ensure it meets your specific needs. Here are some key factors to keep in mind:
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Scalability: Choose software that can grow with your organization. As your business expands, your IT Management needs will evolve, and your software should be able to accommodate that growth.
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Integration capabilities: Look for solutions that seamlessly integrate with your existing tools and systems. This will help you avoid disruptions and ensure a smooth transition to the new software.
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User-friendly interface: A clean and intuitive interface is crucial for ensuring that your team can quickly adapt to the new software. A complicated interface can lead to frustration and decreased productivity. An example of a good interface would be a drag and drop functionality.
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Support and training: Ensure that the software provider offers comprehensive support and training resources as well as customer support. This will help your team get up to speed quickly and address any issues that may arise during implementation.
5 must-have features for IT Management software
IT Support software features vary from vendor to vendor. However, there are a couple of them you can't lack.
1. Ticket Management
One of the primary functions of IT it Management software is Ticket Management, which allows you to create, track, and manage IT support requests from employees through a centralized ticketing system.
The tool should have a user-friendly interface that makes it easy to create new tickets and assign them to the appropriate agent or team. It's important to also have customizable workflows that can help you prioritize tickets based on their urgency.
2. Self-service portal
A self-service portal allows users to submit support tickets, track their status, and access knowledge base articles. This way, employees are not only able to manage their own requests, but also resolve simple IT issues themselves, reducing the workload on your IT team and increasing employee satisfaction by providing them with a quicker way to address some of their needs.
3. Knowledge base
Another critical feature is an internal knowledge base. It allows you to create a database of articles, documents, and other practical resources that your employees can access to apply proper Incident Management. This will not only empower agents with the information they need to carry out their tasks, but it can also help your team normalize procedures, saving time and resources.
In addition, a knowledge base available for end-users can also reduce the number of support requests that your team receives, as clients will be able to self-solve common issues.
4. Reporting and analytics
Your chosen software should have robust reporting capabilities to track the performance of your IT support team through key support metrics, including First Response Time, Ticket Volume, and Time to Resolution. This can help you identify trends and patterns in your requests to help you make data-driven decisions about the IT support processes.
5. Asset Management integration
IT Management software should also have an Asset Management integration to track your company's IT assets, including hardware, software, and licenses. By integrating ITSM with ITAM, you will have easy access to the devices related to the requests, which can save tons of time and help with troubleshooting.
6. Artificial intelligence capabilities
Artificial Intelligence (AI) plays a crucial role in optimizing IT Management by elevating the efficiency, accuracy, and user experience of service processes.
AI-driven functionalities bring forth intelligent automation, and predictive insights and assistance, thereby simplifying and streamlining Ticket Management within the realm of IT Support. This not only benefits support agents but also enhances the experience for end-users.
In conclusion
In conclusion, selecting the right IT management software is crucial for organizations looking to optimize their IT operations and enhance productivity. With a plethora of options available, understanding the key features, benefits, and selection criteria can help you make an informed decision.
As we look to the future, it's clear that IT management software will continue to evolve and adapt to the changing needs of the digital landscape. By embracing the latest trends and technologies, organizations can stay ahead of the curve and ensure that their IT operations remain efficient, effective, and aligned with their business goals.
So, what are you waiting for? Ask for a 30-day free trial and improve your IT support operations with InvGate Service Management right away!
