Best ITSM Tools and Software: 15 Platforms Explained

The aim of ITSM tools is to deliver satisfactory service to end-users. Several ITSM tools are available in the market. Following is the list of the best ITSM tools and software that you must know.

Best ITSM Tools and Software

Salesforce

Salesforce offers an IT service management tool that puts a strong emphasis on enhanced customer experience. The platform supports customer interaction on a wide range of digital channels. In addition to that, Salesforce helps you develop intelligent workflows that can automate your business processes. It can do wonders for the BPO sector, offering smart productivity tools that can enhance their management efficiency. The best aspect of Salesforce has to be its AI-driven system, which allows businesses to upsell and boost revenue.

HaloITSM

HaloITSM is a single, all-inclusive ITSM software. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best in service to customers and employees alike. Along with standardizing your processes,  it will also deliver valuable analytics, so you can match your IT delivery to the true needs of your business, present, and future.

HubSpot

HubSpot is a platform for Inbound Marketing, Sales, and Service Software. Its customer service software will help you to provide extraordinary and efficient services to your customers. It has all the tools that will be required to delight customers, Tickets, Knowledgebase, Feedback, live chat, team email, etc.

SysAid

SysAid provides the solution for ITSM and service desk. This one product has integrated the capabilities of ITSM, service desk, and Help desk. It has the features of Incident Management, Problem Management, Self-Service Portal, CMDB, Change Management, Chat, Knowledge Management, etc. It offers IT Asset Management Solution for your hardware, software, and mobile assets.

5.       InvGate Service Desk: InvGate Service Desk comprises several features. It provides features like ticketing, self-service, Knowledgebase, Asset Monitoring, Software Licensing, and Software Metering. It provides Ticket Management features that will help you to manage requests and resolve the issues.

BMC Remedy

BMC Helix ITSM solution has embedded multi-cloud capabilities, Predictive service management, Cognitive email analysis, and automated actions functionalities, Operational & deployment efficiencies, and it is optimized for ITIL4. It can be integrated with DevOps tools like Jira

ServiceNow

ServiceNow ITSM is used for the centralized management of IT processes. The tool provides a holistic view of IT services performance and streamlines IT staff management. ServiceNow ITSM offers extensive AI and ML capabilities that power categorizing, routing, and prioritizing issues, reporting, analytics, and more.

Spiceworks

Spiceworks is a free cloud-based IT help desk and network monitoring tool specifically designed for system administrators and IT professionals. Spiceworks is one of the most trusted marketplaces for resolving IT issues. This service management tool automatically inventories all those things on your hardware.

Asset Panda

Asset Panda is a mobile/cloud-based asset tracking software tool. It is a fully-featured IT asset tracking solution helping you streamline your entire technology tracking. It is configured to the client’s work needs. It provides an in-depth configuration of all your tech records for complete visibility.

Jira Service Management

Jira service management is one of the best ITSM software that provides ITIL-certified incident, problem, change, and request and configuration management. It efficiently manages the work across the teams under one platform so that the employees and customers can quickly get the help they require.

Service Desk

SolarWinds Service Desk is a cloud-based, multi-tenant IT service desk and asset management software. It helps you monitor and assess current trends solutions to the problems and processes of IT. Its baseline incident management keeps incoming tickets organized, making your help desk prolific.

Zendesk

Zendesk is an online helpdesk. Its new tools put a refreshing user experience on top of powerful ticketing and asset management capabilities and enhance impact analysis. It enables end-users to reach support via multiple channels such as email, a self-service portal, etc.

Freshservice

Freshservice provides an IT service desk solution that is easy to set up and use. It provides multi-channel support for automating the tasks and providing support to the issues raised via email, chat, phone, etc. The mobile app is available for iOS and Android devices.

ManageEngine

ManageEngine takes care of all your ITSM-related needs with advanced features. ManageEngine is great when it comes to reducing outages, improving agent productivity, and managing the complete lifecycle of an IT ticket. The platform also improves your IT help-desk’s productivity by analyzing the root cause of a problem and reducing the chances of repeat incidents.

SuperOps.ai

SuperOps.ai’s comprehensive ITSM platform is a native combination of modern ticketing and intuitive asset management to provide exceptional IT services to clients. SuperOps.ai is a one-stop solution for IT, and service teams, to handle ticketing, inventory, invoicing, billing, and asset management on a single pane of glass. It comes with a diverse, constantly growing ecosystem of third-party integrations to help you extend your platform’s capabilities and bring your tech stack closer together.

Wrike

Wrike provides the software to manage multiple workstreams. It has the functionalities to constantly follow up with teams and to give you visibility into the work. It is a single powerful platform with all the IT project management tools.

Working towards an ITSM or service management role? Browse CertOcean certification programs — every one is backed by our pass-or-full-refund guarantee. Talk to our team about which certification fits your role.