Choosing an option from the many IT Service Management (ITSM) tools available is not an easy task. It usually takes months (if not years) to settle down on a solution. But since this data is scattered throughout the internet, we decided to create the ultimate ITSM tools comparison blog post.
Deciding on a new help desk — whether it's your first time or you're planning a migration — has the potential to impact your company on several levels. For once, it will affect the way things are done. But it'll also act on your budgeting process, use of time, and the quality of your IT support, to name a few.
How do we know? Because we've been helping clients around the world for years now to implement InvGate Service Management, and we've seen first-hand their troubles disappear.
In this comprehensive guide, we'll explore the top 9 ITSM tools of 2024, their key features, pricing options, and reviews, to help you make an informed decision.
What is an ITSM tool?
IT Service Management software is a suite of tools and processes designed to help organizations manage their IT services effectively.
These tools encompass various aspects of IT service delivery, including Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, Self-service portal, Workflow Management, to name the main ones..
By using ITSM tools, businesses can improve their IT service quality, reduce downtime, and ensure regulatory compliance with industry standards.
Top 9 ITSM tools
- InvGate Service Management.
- ServiceNow ITSM.
- SolarWinds Service Desk.
- SysAid.
- Zendesk Suite.
- BMC Helix ITSM.
- FreshService.
- Jira Service Management.
- ManageEngine.
These are the most important ITSM tools in the market! In the following sections we will break them down for you, so bear with us.
Compare ITSM Software: features, pricing and reviews
To help you choose the right ITSM tool for your organization, we've compared the top 9 tools based on their features, pricing, and reviews:
1. InvGate Service Management
InvGate Service Management is a comprehensive ITSM solution that offers a wide range of features to help organizations streamline their IT processes. The tool provides a user-friendly interface and advanced automation capabilities, making it easier for IT teams to manage incidents, problems, changes, and it service requests effectively.
InvGate Service Management also offers robust reporting and analytics features, allowing organizations to gain valuable insights into their IT operations.
Reviews
InvGate Service Management has received positive reviews from customers, who praise the tool's ease of use, comprehensive features, and excellent customer support. The tool has an average rating of 4.6 out of 5 stars on Gartner Peer Insights, based on 186 reviews.
One reviewer states, "InvGate Service Management is an excellent tool for IT service management. It is user-friendly, highly customizable, and has a great set of features that help us streamline our IT processes".
InvGate Service Management features
- Incident Management: Quickly log, prioritize, and resolve incidents to minimize downtime and ensure business continuity.
- Problem Management: Identify and address the root causes of recurring incidents to prevent future occurrences.
- Change Management: Manage changes to IT infrastructure and services in a controlled and efficient manner, minimizing disruptions to the business.
- Service Request Management: Streamline the process of fulfilling service requests, improving customer satisfaction and productivity.
- Knowledge Management: Create and maintain a centralized knowledge base to help users find answers to common questions and issues.
- Self-service portal: Empower users to resolve their own issues and request services through a user-friendly self-service portal.
- No-code workflow builder: Easily drag and drop components into a workflow to define its multiple steps, approvals and more. Plus, pre-built templates (such as for change requests) can help speed up the process even more.
- Reporting and analytics: Generate detailed reports and dashboards to gain insights into IT performance, identify areas for improvement, and demonstrate the value of IT to the business.
- Integration with other tools and systems: Seamlessly integrate with other tools and systems used by the organization, such as IT Asset Management (it integrates natively with InvGate Asset Management), Acces Management, Communications tools, and more.
InvGate Service Management Pricing
InvGate Service Management offers flexible pricing options based on the number of agents and the features required. Pricing starts at $17 per agent per month for the basic plan, with higher-tier plans offering additional features and support.
The tool also provides a free trial, allowing organizations to test the software before making a purchase.
ServiceNow ITSM
ServiceNow ITSM is a cloud-based ITSM Solution that provides a comprehensive suite of features designed to enhance IT service delivery. The platform is known for its scalability and flexibility, making it suitable for organizations of all sizes.
ServiceNow enables IT teams to automate workflows, improve incident resolution times, and enhance overall service quality. Its robust reporting capabilities allow organizations to track performance metrics and make data-driven decisions.
ServiceNow Reviews
ServiceNow ITSM has garnered positive feedback from users, boasting an average rating of 4.3 out of 5 stars on Gartner Peer Insights. Customers appreciate its extensive feature set and integration capabilities.
One reviewer mentions: "I have had the chance to implement and enhance Knowledge, Change and Incident management as well as Service Catalog for my current organization and multiple clients".
ServiceNow features
- Incident Management: Automate the incident resolution process to reduce response times and improve user satisfaction.
- Problem Management: Analyze incidents to identify patterns and prevent future issues, ensuring a more stable IT environment.
- Change Management: Facilitate controlled changes to IT services, reducing the risk of disruptions and ensuring compliance.
- Service Request Management: Simplify the process for users to request services and track their requests in real time.
- Knowledge Management: Build a knowledge base that provides users with self-service solutions to common problems.
- Self-service portal: Allow users to submit requests and access information independently, enhancing user experience.
- Reporting and analytics: Utilize advanced reporting tools to monitor service performance and identify opportunities for improvement.
- Integration with other tools and systems: Connect seamlessly with other enterprise systems to enhance overall IT service delivery.
ServiceNow Pricing options
ServiceNow ITSM offers tiered pricing based on the number of users and features selected. Organizations can customize their plans to fit specific needs.
ServiceNow alternatives
- ServiceNow vs. ManageEngine
- ServiceNow vs. Freshservice
- ServiceNow vs. Ivanti Neurons
- ServiceNow vs. Cherwell
- ServiceNow vs. Jira
- ServiceNow vs. SolarWinds
SolarWinds Service Desk
SolarWinds Service Desk is an on-premises ITSM tool that provides a comprehensive suite of features for IT Service Management. The platform is designed to enhance service delivery and improve operational efficiency. SolarWinds offers powerful automation capabilities that allow IT teams to manage incidents, changes, and service requests with ease. Its intuitive interface makes it accessible for users across the organization.
SolarWinds Reviews
SolarWinds Service Desk has received favorable reviews, with an average rating of 4.3 out of 5 stars on Gartner Peer Insights. Users commend the tool for its user-friendly design and effective support. One reviewer states: "SolarWinds allow us to create custom workflow , automated processes integrated with others tool. It's a comprehensive solution for services in the organization".
SolarWindsKey features
- Incident Management: Efficiently track and resolve incidents to minimize the impact on business operations.
- Problem Management: Investigate and resolve the underlying causes of incidents to improve service reliability.
- Change Management: Manage changes with robust workflows to ensure minimal disruption to services.
- Service Request Management: Streamline the process for users to submit requests and track their progress.
- Knowledge Management: Create and maintain a repository of information to assist users and reduce repetitive inquiries.
- Self-service portal: Enable users to find solutions and request services independently, enhancing user satisfaction.
- Reporting and analytics: Utilize reporting tools to gain insights into service performance and identify areas for improvement.
- Integration with other tools and systems: Connect with various IT management tools to create a cohesive IT environment.
SolarWinds Pricing
SolarWinds Service Desk pricing starts at $39 Per month, per technician, supports unlimited users. It has higher-tier options available for more advanced features and support. Organizations can choose from various plans based on their specific needs and the number of technicians.
Solar Winds alternatives
- SolarWinds vs. ServiceNow
- SolarWinds vs. ManageEngine
- SolarWinds vs. Freshservice
- SolarWinds vs. Ivanti Neurons
- SolarWinds vs. Jira Service Management
SysAid
SysAid is a cloud-based ITSM tool that offers a comprehensive solution for managing IT services. The platform is designed to improve service delivery and enhance user experience. SysAid provides a range of features that allow IT teams to automate workflows, manage incidents, and track service requests efficiently. Its robust reporting and analytics capabilities enable organizations to monitor performance and make informed decisions.
SysAid Reviews
SysAid has received positive feedback from users, with an average rating of 4.4 out of 5 stars on Gartner Peer Insights. Customers highlight its ease of use and effective support. One reviewer notes: "SysAid has been a great partner with our business. We use SysAid for our Helpdesk, Asset Tracking, and Self-Service Portal".
Key features
- Incident Management: Quickly log and resolve incidents to ensure minimal disruption to users.
- Problem Management: Identify and resolve the root causes of issues to prevent recurrence.
- Change Management: Manage changes to IT services with a structured approach to minimize risks.
- Service Request Management: Simplify the process for users to submit service requests and track their status.
- Knowledge Management: Build a knowledge base to help users find answers to common questions independently.
- Self-service portal: Empower users to resolve issues and request services through an intuitive portal.
- Reporting and analytics: Generate reports to analyze service performance and identify areas for improvement.
- Integration with other tools and systems: Seamlessly connect with other IT management tools to enhance service delivery.
SysAid Pricing
SysAid offers flexible pricing per technician per month for the basic plan. Higher-tier plans provide additional features and support, allowing organizations to customize their ITSM solution based on their needs.
SysAid alternatives
- SysAid vs. SolarWinds
- SysAid vs. ServiceNow
- SysAid vs. Aranda Service Management
- SysAid vs. BMC Helix
- SysAid vs. TOPdesk
Freshservice
Freshservice is a cloud-based IT Service Management (ITSM) tool designed to simplify and streamline IT operations. Known for its user-friendly interface and intuitive design, Freshservice caters to organizations of all sizes, from startups to large enterprises. It provides a comprehensive suite of tools that support incident, problem, change, and asset management, making it an excellent choice for businesses looking to enhance their IT service delivery without the complexity often associated with traditional ITSM solutions.
Freshservice Reviews
Freshdesk has received favorable reviews, with an average rating of 4.3 out of 5 stars on Gartner Peer Insights. Users commend the tool for its intuitive design and effective support. One reviewer states: "Setting up the desk was a great experience. And, now that it's all set up, it's very easy to use and has a lot of customizability. We can tweak a lot on our desk and really make it work for us and how we want to work the desk".
Freshservice Key features
- Incident Management: Efficiently track and resolve incidents to minimize the impact on business operations.
- Problem Management: Investigate and resolve the underlying causes of incidents to improve service reliability.
- Change Management: Manage changes with robust workflows to ensure minimal disruption to services.
- Service Request Management: Streamline the process for users to submit requests and track their progress.
- Knowledge Management: Create and maintain a repository of information to assist users and reduce repetitive inquiries.
- Self-service portal: Enable users to find solutions and request services independently, enhancing user satisfaction.
- Reporting and analytics: Utilize reporting tools to gain insights into service performance and identify areas for improvement.
- Integration with other tools and systems: Connect with various IT management tools to create a cohesive IT environment.
Freshservice Pricing
Freshservice offers flexible pricing options starting with a 0$ free plan up to 10 agents (billed monthly). The next plan is $29 per agent per month, also billed monthly. Higher-tier plans provide additional features and support, allowing organizations to customize their ITSM solution based on their needs.
Freshservice alternatives
- Freshservice vs. ServiceNow
- Freshservice vs. Jira
- Freshservice vs. Ivanti Neurons
- Freshservice vs. Cherwell
- Freshservice vs. ManageEngine
Zendesk Suite
Zendesk Suite is a cloud-based ITSM tool that provides a comprehensive solution for managing IT services. The platform is designed to improve service delivery and enhance user experience. Zendesk offers a range of features that allow IT teams to automate workflows, manage incidents, and track service requests efficiently. Its robust reporting and analytics capabilities enable organizations to monitor performance and make informed decisions.
Zendesk Key features
- Incident Management: Quickly log, prioritize, and resolve incidents to minimize downtime and ensure business continuity.
- Problem Management: Identify and address the root causes of recurring incidents to prevent future occurrences.
- Change Management: Manage changes to IT infrastructure and services in a controlled and efficient manner, minimizing disruptions to the business.
- Service Request Management: Streamline the process of fulfilling service requests, improving customer satisfaction and productivity.
- Knowledge Management: Create and maintain a centralized knowledge base to help users find answers to common questions and issues.
- Self-service portal: Empower users to resolve their own issues and request services through a user-friendly self-service portal.
- Reporting and analytics: Generate detailed reports and dashboards to gain insights into IT performance, identify areas for improvement, and demonstrate the value of IT to the business.
- Integration with other tools and systems: Seamlessly integrate with other tools and systems used by the organization, such as ITSM, IT Asset Management, and CMDB.
Zendesk Pricing options
Zendesk Suite offers tiered pricing based on the number of agents and features selected. The basic plan starts at $55 per agent/month billed annually. Organizations can also customize their plans to fit specific needs.
Zendesk alternatives
- Zendesk vs. Freshdesk
- Zendesk vs. Zoho Desk
- Zendesk vs. ServiceNow
- Zendesk vs. Jira Service Management
BMC Helix ITSM
BMC Helix ITSM is a cloud-based ITSM tool that provides a comprehensive suite of features designed to enhance IT service delivery. The platform is known for its scalability and flexibility, making it suitable for organizations of all sizes. BMC Helix enables IT teams to automate workflows, improve incident resolution times, and enhance overall service quality. Its robust reporting capabilities allow organizations to track performance metrics and make data-driven decisions.
BMC Helix Reviews
BMC Helix ITSM has garnered positive feedback from users, boasting an average rating of 4.3 out of 5 stars on Gartner Peer Insights. Customers appreciate its extensive feature set and integration capabilities.
One reviewer mentions, "It's a very powerful solution, we can do everything we want but it is not very intuitive to implement, we have to do things in many different places, it has evolved a lot since last versions, but it has a lot to improve".
BMC Helix Key features
- Incident Management: Automate the incident resolution process to reduce response times and improve user satisfaction.
- Problem Management: Analyze incidents to identify patterns and prevent future issues, ensuring a more stable IT environment.
- Change Management: Facilitate controlled changes to IT services, reducing the risk of disruptions and ensuring compliance.
- Service Request Management: Simplify the process for users to request services and track their requests in real time.
- Knowledge Management: Build a knowledge base that provides users with self-service solutions to common problems.
- Self-service portal: Allow users to submit requests and access information independently, enhancing user experience.
- Reporting and analytics: Utilize advanced reporting tools to monitor service performance and identify opportunities for improvement.
- Integration with other tools and systems: Connect seamlessly with other enterprise systems to enhance overall IT service delivery.
BMC Helix Pricing
BMC Helix ITSM offers flexible pricing options based on the number of users and the features required. You can contact BMC team to get pricing on their products.
BMC Helix alternatives
- BMC Helix vs. ServiceNow
- BMC Helix vs. Solarwinds
- BMC Helix Aranda Service Management
- BMC Helix vs. Ivanti
- BMC Helix vs. Cherwell
Jira Service Management
Jira Service Management is a cloud-based ITSM tool that provides a comprehensive solution for managing IT services. The platform is designed to improve service delivery and enhance user experience.
Jira Service Management offers a range of features that allow IT teams to automate workflows, manage incidents, and track service requests efficiently. Its robust reporting and analytics capabilities enable organizations to monitor performance and make informed decisions.
Jira Service Management Reviews
Jira Service Management has received positive feedback from users, with an average rating of 4.3 out of 5 stars on Gartner Peer Insights. Customers highlight its extensive feature set and integration capabilities. One reviewer notes, "We love Jira so far. Jira is heads and shoulders above our previous Ticket Management system".
Jira Service Management Key features
- Incident Management: Quickly log, prioritize, and resolve incidents to minimize downtime and ensure business continuity.
- Problem Management: Identify and address the root causes of recurring incidents to prevent future occurrences.
- Change Management: Manage changes to IT infrastructure and services in a controlled and efficient manner, minimizing disruptions to the business.
- Service Request Management: Streamline the process of fulfilling service requests, improving customer satisfaction and productivity.
- Knowledge Management: Create and maintain a centralized knowledge base to help users find answers to common questions and issues.
- Self-service portal: Empower users to resolve their own issues and request services through a user-friendly self-service portal.
- Reporting and analytics: Generate detailed reports and dashboards to gain insights into IT performance, identify areas for improvement, and demonstrate the value of IT to the business.
- Integration with other tools and systems: Seamlessly integrate with other tools and systems used by the organization, such as ITSM, IT Asset Management, and CMDB.
Jira Service Management Pricing options
Jira Service Management offers flexible pricing options starting at $22 per agent per month (for a team of 20 people) for the standard plan. Higher-tier plans provide additional features and support, allowing organizations to customize their ITSM solution based on their needs.
Jira Service Management alternatives
- Jira Service Management vs. Freshservice
- Jira Service Management vs. ServiceNow
- Jira Service Management vs. Ivanti Neurons
- Jira Service Management vs. Cherwell
- Jira Service Management vs. ManageEngine
ServiceDesk Plus
Service Desk Plus (ManageEngine) is a cloud-based ITSM tool that provides a comprehensive suite of features designed to enhance IT service delivery. The platform is known for its user-friendly interface and robust capabilities, making it suitable for organizations of all sizes. ManageEngine enables IT teams to automate workflows, improve incident resolution times, and enhance overall service quality. Its reporting and analytics capabilities allow organizations to track performance metrics and make data-driven decisions.
ServiceDesk Plus Reviews
ManageEngine has received positive feedback from users, boasting an average rating of 4.3 out of 5 stars on Gartner Peer Insights. Customers appreciate its extensive feature set and integration capabilities. One reviewer mentions, "ManageEngine has transformed our IT operations. The automation features save us time and improve our response rates significantly".
ServiceDesk Plus Key features
- Incident Management: Automate the incident resolution process to reduce response times and improve user satisfaction.
- Problem Management: Analyze incidents to identify patterns and prevent future issues, ensuring a more stable IT environment.
- Change Management: Facilitate controlled changes to IT services, reducing the risk of disruptions and ensuring compliance.
- Service Request Management: Simplify the process for users to request services and track their requests in real-time.
- Knowledge Management: Build a knowledge base that provides users with self-service solutions to common problems.
- Self-service portal: Allow users to submit requests and access information independently, enhancing user experience.
- Reporting and analytics: Utilize advanced reporting tools to monitor service performance and identify opportunities for improvement.
- Integration with other tools and systems: Connect seamlessly with other enterprise systems to enhance overall IT service delivery.
ServiceDesk Plus Pricing
ManageEngine offers flexible pricing options. Higher-tier plans provide additional features and support, allowing organizations to customize their ITSM solution based on their needs.
What to look for in ITSM software? Key features
The top ITSM tools of 2024 offer a wide range of features and capabilities, including Incident Management, Problem Management, Change Management, and Service Request Management.
These tools also provide advanced ticketing systems, analytics, reporting, and integration capabilities, making it easier for organizations to manage their IT services effectively.
When choosing an ITSM tool, it's important to consider the following key features:
- Ticketing System.
- Incident Management.
- Problem Management.
- Change Management.
- Service Request Management.
- Knowledge Management.
- SLA Management.
- Self-service portal.
- Workflow automation.
- AI-Powered features.
- Reporting and analytics.
- Integration with other tools and systems (including IT Asset Management (ITAM)).
These are some of the main functions to look for, but keep in mind that your chosen ITSM tool has to be aligned with your specific organization´s requirements and priorities.
For this quest, defining and sending out a Request For Proposal (RFP) can be very useful to compare your options evenly. We have an ITSM RPF template for you to download for free that can help you with this process!
Benefits of an ITSM tool
Using an ITSM tool can provide numerous benefits for organizations. These are the main benefits of an ITSM tool:
- Improved IT service quality.
- Reduced downtime.
- Enhanced customer satisfaction.
- Streamlined IT processes.
- Improved compliance with industry standards.
- Increased efficiency and productivity.
Final thoughts
If you were given the task of researching ITSM tools, we want you to know we're here for you. We know it's hard to do, but we trust this comparison listing is a good place to start. And yes, it can be a daunting task, but with the right information and guidance, you can make an informed decision.
The top 9 ITSM tools of 2024 offer a wide range of features and capabilities, making it easier for organizations to manage their IT services effectively. By considering the key features, pricing options, and reviews of each tool, you can choose the one that best fits your organization's needs and budget.
And if you think this is where we draw the line, let us tell you that you're mistaken. We have plenty of resources for you to explore! So, make sure to take a look at this free ITSM implementation checklist.
Plus, we have a great support team to guide you through the whole process! If you don't believe us, you can ask them yourself. Just schedule a call with our experts (with no strings attached).
There's only one thing we can't do for you, though. And that is actually telling you what ITSM software fits best for your company. That depends on your situation, budget, needs, and staff, and you're the best judge for that.
ITSM Tools: Frequently Asked Questions
1. What is the difference between ITSM and ITIL?
ITSM refers to the overall management of IT services, while ITIL is a framework that provides best practices for ITSM.
2. How do I choose the right ITSM tool for my organization?
When choosing an ITSM tool, consider your organization's specific needs, budget, and the tool's features, pricing options, and reviews.
3. What are the benefits of using an ITSM tool?
Using an ITSM tool can provide numerous benefits, including improved IT service quality, reduced downtime, enhanced customer satisfaction, streamlined IT processes, improved compliance with industry standards, and increased efficiency and productivity.
4. How do I implement an ITSM tool in my organization?
Implementing an ITSM tool requires careful planning, training, and change management. It's important to involve stakeholders, define clear goals and objectives, and provide ongoing support and training to ensure successful adoption.
