Which IT Service Management Tools? Here’s an ITSM Tools List

This article is a helpful ITSM tools list. Is your IT organization looking for a new IT service management (ITSM) tool or service management system? For many IT organizations, an ITSM tools list will help them quickly get up to speed with the ITSM tool market.

Your IT organization could download a copy of the Gartner Magic Quadrant for IT Service Management Platforms or its replacement, the Gartner Market Guide for ITSM Platforms. However, your IT organization should look beyond the Magic Quadrant to see the broader ITSM tool market. This quick ITSM tools list (the vendors and their offerings) will help identify the options for your organization’s service and support needs.

Is your IT organization looking for a new #ITSM tool? If so, do you know what its options are? Here, @ITSM_tools provides an overview of 44 ITSM tools to suit organizations of different sizes and ITSM maturity. #ServiceDesk Share on X

The ITSM tools list has 44 entries listed alphabetically, with descriptions from the vendors’ websites in 2022. These ITSM tools are suitable for organizations of any size and at any level of ITSM maturity. Some tools are more fitting for specific customer types. Many offer free trials, too.

ITSM tools list – 4-A

• 4me – “Upgrade Your ITSM. Improve service quality and efficiency with an agile and future-proof IT service management solution that has all the ITSM capabilities you need and is fast to deploy and easy to use.” The 4me ITSM tool is also called 4me and is often focused on enterprise service management and service and integration management (SIAM) needs.
• Aisera – “AI Service Desk. Empowering proactive, predictive, and prescriptive auto-resolution of tasks, incidents, and actions.”
• Alemba (the ITSM tool is Alemba Service Manager) – “Alemba offers an intuitive, ITIL-aligned ITSM solution to help your business streamline its service management processes and enhance service delivery.”
• Alloy Software – “ITIL-aligned IT Service Management software platform that provides thoughtful answers to your toughest IT challenges.”
• Atomicwork – “A unified and modern IT service management platform that combines an AI assistant, IT service desk, and intelligent workflow automation to simplify enterprise operations and drive business success.”
• Atlassian – “Unlock high-velocity teams with Jira Service Management. Empower Dev, IT Ops, and business teams to collaborate at high velocity. Respond to changes and deliver great customer and employee service experiences fast.” This ITSM tool complements Atlassian’s DevOps tooling.

What would you add to this ITSM tools list?

ITSM tools list – B-G

• BMC – “BMC Helix ITSM. Cloud-native IT service management for productivity and innovation.”
• Broadcom (CA Service Desk Manager) – “Our IT service desk software provides innovative change management, extensive automation and out-of-the-box best practice content that help enable a proactive approach to IT service management and reduce business costs and risk.”
• EasyVista (the ITSM tool is called EV Service Manager) – “Our Service Manager platform supports even the most complex requirements, while bringing a new level of  simplicity, agility, and mobility required to make cloud-based IT Service Management (ITSM) software easy to use and easy to deliver.”
• Freshworks – The Freshservice ITSM tool is “A Unified Service Management Solution. Deliver delight, increase efficiency, and realize greater ROI with Freshservice.”
• Go To Resolve – “Refreshingly simple, all-in-one IT support, fortified with zero trust security for unparalleled ease and peace of mind.” This is the ITSM offering in the Go To product family.

What would you add to this ITSM tools list?

ITSM tools list – H-I

• HaloITSM – “Intuitive ITSM Software, Delivered by Experts. Empower your IT team to deliver rapid, efficient ITIL-aligned service.” The HaloITSM ITSM tool is also called HaloITSM.
• Hornbill (Hornbill for IT) – “Hornbill for ITSM. Get full visibility and control over IT services and the infrastructure that supports them.” The Hornbill solution is a collaboration tool that covers ITSM needs.
• IBM (IBM Control Desk) – “Interconnected processes, automation driven user experiences, see and understand condition of IT assets, respond and resolve quickly through intelligence and data.”
• iET – “iET Solutions provides the industry’s most flexible and comprehensive, out-of-the-box IT Service Management (ITSM) solution. Fully integrated, highly configurable and built to scale, iET ITSM can easily meet any organization’s needs.”
• IFS (acquired Axios and the Axios assyst ITSM tool) – “Master complexity over your ITSM. Take the stress out of managing your service portfolio and focus on the work that really matters.”
• InvGate – “Streamline IT Support. InvGate Service Desk empowers your support team to deliver outstanding service, with an intuitive ticketing solution, workflow automations, and ITIL-ready functionalities.”
• Invicta – “INVICTADesk is a leading service desk software solution that can be deployed on-premise or in the cloud. INVICTADesk™ supports heterogeneous environments, delivering superior service from a single, console. Its affordability, ease-of-use, quick installation, and tight integration with industry-leading endpoint management, business intelligence, and password management offerings make it the optimal choice for organizations of all sizes.”
• IT Care Center – “ITSM System That Meets your Goals. Improve IT Productivity and employee experience with an enterprise-grade ITSM solution.” The messaging for this ITSM tool has been updated for 2024.
• iTop – “Designed by experienced IT service professionals, iTop has been created to manage the complexity of shared infrastructures. iTop gives you the ability to analyze the impact of an incident or a change on the various services and contracts that you have to fulfil.”
• Ivanti (Ivanti Neurons for ITSM) – “Modern IT Service Management. Modernize service delivery for IT and beyond. Ivanti Neurons for ITSM offers full flexibility to deploy in the cloud, on-premises or a hybrid combination.” Ivanti also offers what was the previously Cherwell ITSM tool.

What would you add to this ITSM tools list?

ITSM tools list – M

• ManageEngine (Zoho) – “ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime.” It’s important to recognize that this is an ITSM tool despite the name.
• Marval – “Intelligent IT Service Management Software. Available as SaaS or on-premises, Mpower is an out-of-the-box ITSM solution that automatically predicts incidents and rapidly resolves them before they adversely affect the business.
• Matrix42 – “Higher service quality at lower costs. Relieve your IT and inspire your employees and customers with excellent services.” The Matrix42 ITSM tool is also called Matrix42.
• Micro Focus – “Service Management Automation X (SMAX) is advanced service management made simple and affordable. Based on embedded machine learning and analytics, it delivers a smarter approach to IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM).
• Mint Service Desk – “Start enjoying your service desk.” This is currently an on-premises ITSM tool, with plans for a service-based delivery option.
• Motadata (ServiceOps) – “Drive IT Through Innovation. An AI-enabled Platform that Empowers IT Organizations to Rapidly Adopt Changes Across People, Processes, and Technology.”

What would you add to this ITSM tools list?

ITSM tools list – O-P

• Omninet (the ITSM tool is IT Service Management Center) – “The leading software solution for helpdesk and ticketing systems. Pure Workflow. No Limits. The flexible, ITIL-certified helpdesk software for IT processes—optimize your processes, lower your costs.”
• OTRS – “The OTRS cloud-based ITSM tool is the solution for improving customer and service-oriented work – individually adapted to your organization. Take IT service management to the next level. An investment in the future of your company in response to the ever-increasing ITSM demands.” This is an open-source ITSM tool.
• Provance – “Modernize IT Services with the most Microsoft-centric ITSM and ITAM solutions on the market. Infused with the same digital DNA as the Microsoft ecosystem you depend on, ServiceTeam ITSM and ServiceTeam ITAM are native to the Microsoft Power Platform and Dynamics 365.” This is the most prominent Microsoft-based ITSM tool

What would you add to this ITSM tools list?

ITSM tools list – S-S

• Serviceaide (ChangeGear) – “At Serviceaide, our view of modern service management is one that leverages new technologies such as AI, to help companies automate more processes, incorporate knowledge in best practices, and leverage virtual agents for a better experience.”
• ServiceNow (the ITSM tool is IT Service Management) – “Deliver resilient services that increase productivity and create amazing experiences wherever your employees work, with the most innovative ITSM solution.”
• Serviceware Processes (formerly helpLine) – “Can your ITSM solution satisfy all demands of the digital age? Simple incident and ticket management is by far not enough anymore. Implement a modern solution, to efficiently control your IT service management.”
• SolarWinds – “ITSM that is easy to use and smart. Seriously. Supporting the business is the goal of every great IT pro.” This used to be the SAManage ITSM tool.
• Spiceworks – “THE Cloud Help Desk software for IT. For free.” This ITSM tool can be a starting point for small IT teams that want a free ITSM tool.
• Sunrise Software – “Sunrise IT Service Management is a comprehensive platform for managing today’s process-centric IT organization.”
• SuperOps.ai (for MSPs) – “Taking the ugly out of service desk. Built for a great technician experience and a greater IT service delivery experience.” SuperOps is more than an ITSM tool; it currently focuses on MSP needs.
• SymphonyAI Summit – “Symphony SummitAI is an ITIL-compliant service management solution that leverages the latest advances in AI-powered digital agents and service automation.”
• SysAid (the ITSM tool is SysAid ITSM) – “Give more power and control to mid-size teams and mature IT departments.”

What would you add to this ITSM tools list?

ITSM tools – T-V

• TeamDynamix – “Supercharged ITSM. One platform for service and projects together with enterprise integration and automation.” This ITSM tool is popular with educational institutions.
• TOPdesk – “Put a smile in your IT support. TOPdesk’s ITSM software brings your IT services together in one place, so it’s easy to share knowledge, answer questions and solve problems. You’ll give agents time to spare, and customers a reason to be happy.”
• USU – “USU IT Service Management (ITSM) is your comprehensive software solution covering standard ITSM processes plus additional service areas in your company. Use ITSM as your central tool for enterprise service management across your company and to automate processes across departments. Smoothly manage your complex service processes with a scalable solution that grows with your needs.”
• Vivantio – “The Vivantio Platform allows you to focus on the IT service management tools that make sense for your organization’s unique service model: from incident, problem and change requests, to service requests, client knowledge and asset management.”

Finally, Oracle and SAP offer ITSM tools (or IT service management solutions), but it’s hard to find suitable product webpages to access each vendor’s ITSM tool overview to add to this ITSM tools list.

What matters most to your organization?

When looking at your next ITSM tool, it’s important to appreciate what matters most to business operations. Most ITSM tools are still marketed and sold on ITSM process features and functions related to ITIL practices such as problem management, knowledge management (including knowledge bases), configuration management, or the ability to continuously improve using continual improvement best practices. However, the fit will depend on your organization’s ITSM maturity. Or there might be a need to improve IT self-service in terms of service portals and service catalogs.

The ITSM tool need might be bigger than just ITSM too. Perhaps related to enterprise service management or digital transformation.

Final thoughts

Please remember that these ITSM tool descriptions were originally taken from the ITSM tool vendor websites in 2022 and are not a real-time list of the key features or ITSM.tools’ opinions. If you feel this ITSM tools list is missing a popular ITSM tool, please add it in the comments section.

This 2022 ITSM tools list article was updated in 2024.

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