Best IT Service Management (ITSM) Solutions

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

IFS is the world’s leading provider of Industrial AI and enterprise software for hardcore businesses that make, service, and power our planet. Our technology enables businesses which manufacture goods, maintain complex assets, and manage service-focused operations to unlock the transformative power of Industrial AI™ to enhance productivity, efficiency, and sustainability. Industrial AI is IFS.ai.IFS Cloud is a fully composable AI-powered platform, designed for ultimate flexibility and adaptability to our customers’ specific requirements and business evolution. It spans the needs of Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), Supply Chain Management (SCM), Information Technology Service Management (ITSM), and Field Service Management (FSM). IFS technology leverages AI, machine learning, real-time data and analytics to empower our customers to make informed strategic decisions and excel at their Moment of Service™.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

HaloITSM is an IT service management solution that helps businesses streamline the entire incident lifecycle, from ticket creation to issue resolution. It enables professionals to update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.HaloITSM allows organizations to link new incidents with existing requests and share potential solutions with team members or end-users through the knowledge base. Managers can specify default values such as categories, priority, service-level agreements, or mailboxes before creating requests. Customer service agents can view upcoming tasks on a calendar and streamline approval processes by requesting validation on ticket creation or modifications.HaloITSM facilitates integration with various third-party applications such as Slack, Microsoft Office 365, Okta, Splunk, Facebook, Twitter, and more. Other features of HaloITSM include reporting, compliance management, status tracking, a self-service portal, collaboration, and auditing. It also helps businesses generate maintenance requests, store asset details, and set validation rules across configuration fields using IP addresses or numeric passwords.

Atera offers a comprehensive solution for MSPs and IT Professionals. The platform provides in one integrated solution: full remote monitoring and management (RMM), PSA, remote access, patch management, billing, reports, and so much more! Atera’s disruptive pricing model also helps managed IT service providers scale their business while providing continued best-in-class service. All plans include unlimited devices, meaning you only pay per technician.Everything you need, in one easy-to-use platform

OpenText Service Management (SMAX) enhances service management with intelligent automation and user-friendly interfaces. It integrates seamlessly with tools, offering features like virtual chatbots and multi-language support. While it excels in orchestration and storage, challenges include limited customization and cumbersome navigation, affecting user experience and prompting some to seek alternatives.

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help.TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR complianceResult at our global customer base : 98% customer retention rate99% of our implementations within budget and timeframe90% up and running within 3 monthNPS score of 35 (4500 cusotmers) 98% customer recommondation score4,7 score at Gartner Peer InsightsOur ecosystem consist of :4500 customers across 45 countries > 300.000 daily users> 15.000.000 supported end-users40+ partnersWhat makes TOPdesk unique?• ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management• License based on end users or service agents, whateveris best for you• Unlimited number of assets or self service users• Easy to implement: get up and running quickly• Choose between on-premises or SaaS

Xurrent efficiently manages tasks and schedules, enhancing productivity with its intuitive design and real-time updates. Users appreciate its customization options and integration capabilities. However, some note that the mobile version could be improved for better accessibility and performance across devices.

Barista, Espressive’s innovative virtual support agent (VSA) platform, takes on the role of the service agent, bringing the best of human experience with the best of artificial intelligence. Leveraging a proprietary and domain-specific large language model (LLM), the Employee Language Cloud, as well as integration with generalized LLMs, Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50% to 70%.

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

Quest Stat for Oracle E-Business Suite provides seamless deployment and rollback functions, enhancing system stability. Users find it valuable for tracking changes efficiently. However, they note room for improvement in performance speed and integration capabilities, which can detract from the overall experience.

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Cortex is ideal for workflow automation, offering streamlined task management and integration capabilities. Users appreciate its intuitive design and scalability. However, potential improvements include enhanced reporting features and increased customization options to meet diverse business requirements.

SymphonyAI provides an AI-powered IT Service Management (ITSM) platform aimed at enhancing IT service delivery efficiency and effectiveness. The platform, SymphonyAI ITSM, offers a unified service portal for streamlined user assistance and incorporates reporting and analytics functionalities to furnish insights into IT service performance. By leveraging artificial intelligence, SymphonyAI aims to optimize ITSM processes, aligning IT services with business needs while ensuring cost efficiency.

BMC Helix Platform enhances business efficiency with its cloud-based capabilities and automation features, streamlining processes and offering improved data management. Users find value in its integration options but note room for improvement in service speed and more customization options for diverse requirements.

BMC Helix Enterprise Service Management supports IT service management by offering flexible workflows and advanced automation. Users appreciate the AI-driven features enhancing operational efficiency. Some reviews suggest that integration capabilities could be improved for seamless connectivity with diverse enterprise systems.

Ivanti Voice Automation integrates existing phone infrastructure with the IT service desk environment for intelligent call routing, integrated voice response, voice self-service, screen pops, and call management functionality.

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

TeamDynamix offers an integrated solution for IT Service Management (ITSM), Enterprise Service Management (ESM), and Project Portfolio Management (PPM), enhanced with enterprise integration and automation through their iPaaS platform. This multifaceted approach is designed to streamline workflows and improve service delivery across various departments.

With ITSM software your company works more efficiently, employees are more motivated and customers are more satisfiedMake your business even more successful and optimize your company’s processes. 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.

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution. 

A Unified Platform that Includes PinkVERIFY Certified Service Desk, Asset Manager, and Patch Manager to Streamline Business Processes across the Organization Without the Need for Third-party Tools.

OrbusInfinity helps transformation teams cut through the complexity of technology-driven change. Our dashboards and collaboration platform help you track, create and capture value for a better future.With an intuitive interface, you can get the right info at the right time and make better, data-driven decisions.Reduce redundant technology, identify cost drivers quickly and free up resources for innovation.Full transparency and control enable stronger regulatory compliance leading to less risk and more certainty in your outcomes.

Incident management consolidates, manages, and prioritizes incoming tickets.Service catalog standardizes service request and fulfillment processes.Fully integrated IT asset management compiles hardware, software, POs, and more.Service portal for users to have a single place to submit tickets and requests.

Vision Helpdesk offers top-rated Customer Service Software tools: Help Desk Software, Multi-Company Help Desk, ITSM Service Desk Software & Live Chat Software. 

Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.

HCL SX is valuable for managing complex enterprise environments, offering robust integration capabilities and automation features. It excels in scalability and data handling. Some users note room for improvement in ease of use and documentation clarity, which could enhance user adoption and experience.

Flexible ITIL and ITSM SoftwareAwarded “Best Overall Value” three years in a row by Info-Tech Research GroupWhat we can do for youImprove Consistency: Pre-built ITIL processes and integrated asset management guides IT staff through your preferred processes and ensure consistent service. Workflow automation tracks performance and proactively escalates issues before they become problems.Gain Actionable Insights: Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.Close Tickets Faster: The self-service portal with single sign-on empowers users while reducing the burden on your staff. Eliminate errors and duplication of effort with a centralized knowledgebase.FeaturesEnd User Portal: With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.Live Chat: Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.Personalized Home Pages: Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.Full Auditability: Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.Efficient Resolutions: Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.Global Support: With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.“Agiloft is one of the most caring and responsive vendors that I have ever worked with”— Dave Ross, Cal PolyGet more information | Try it now | Request a demoWhat Makes Us DifferentBuilt on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.Available both as a hosted cloud solution and as an in-house deployment.Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.One affordable price that includes all features and functionality. No hidden fees, no surprises.

With its light-weight codes, Infraon DESK can not only integrate with any existing tools in your datacenter, but also act as an Umbrella Manager for managing all your supporting IT tools on a single unified dashboard.

C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching your ultimate automation potential and operating best-in-class ticketing.

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

More and more organizations are successfully turning to AI to solve business challenges and create value. Now, Aisera is automating the resolution of service issues to deliver a scalable, personalized, proactive and secure AI Service Experience across enterprise domains. The world’s first AI Service Management (AISM) solution transforms service-oriented groups like IT, HR, facilities, sales, customer service, and operations. Aisera empowers organizations with business uptime, improved productivity, cost reduction, and a consumer-like self-service experience for both employees and customers.

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

IFS assyst provides effective IT service management with robust features like automation and integration. Users appreciate its capability to streamline processes. Feedback suggests room for improvement in performance speed, though it is recognized for meeting diverse operational requirements efficiently.

Proactivanet Discovery & Asset Management enables you to find out the Discovery of all IT equipment in an instant and comprehensively, as well as its licenses and configuration, in an automatic manner with no need for staffing.Proactivanet Service Desk incorporates all modules necessary for the complete implementation or phase-by-phase implementation of a Service Center/Help Desk.

Rezolve AI Platform enhances customer interactions with its intuitive design and seamless functionality. While it excels in automation and real-time responses, some users note opportunities for refining integration capabilities. Its customizable features and robust analytics aid businesses in achieving efficient communication and data handling.

Faddom assists in network visualization and dependency mapping, offering powerful insights for IT management. Users appreciate its real-time mapping and actionable data. Some suggest enhancements for response times and deeper analytics capabilities. Faddom's integration abilities make it valuable for optimizing network resource allocation.

Kaseya 365 offers efficient IT management with features like automated patching and remote monitoring. Users appreciate its integration capabilities but seek improvements in performance and reporting tools. Its scalability and security functions make it suitable for diverse IT environments, though some desire a more intuitive design.

SoftExpert is a market leader in software and services for enterprise-wide business process improvement and compliance management, providing the most comprehensive application suite to empower organizations to increase business performance at all levels and to maximize industry-mandated compliance and corporate governance programs.

Premium live chat software with help desk features.

Atomicwork streamlines task management with its intuitive design, providing real-time collaboration and customization. Users find integrations with existing tools beneficial. However, improving mobile access is suggested. Its simplicity enhances team productivity while tracking project progress efficiently. Feedback highlights the need for enhanced data analytics features.

Users primarily utilize DiliGenie for automating document analysis, streamlining data extraction, and enhancing compliance auditing. Feedback highlights its efficiency in processing large volumes of documents accurately, reducing manual work. Users appreciate seamless integration, robust performance, real-time reporting, customizable dashboards, and intuitive design, although some mention concerns about speed, reliability, and a steep learning curve.

Lenovo Device Intelligence Solutions enhances device management with features like predictive analytics and robust reporting. It aids in improving troubleshooting efficiency. Areas for improvement include expanding compatibility with various platforms and refining integration capabilities for a seamless experience.

ConnectWise Asio Platform is ideal for IT service management with features like automation and integration. Users appreciate its scalability for small to medium businesses. Some mention that navigation can be improved. Real-time data monitoring aids decision-making and enhances productivity, strengthening team collaboration.

DeskDay enhances task management with intuitive features, facilitating efficient project tracking and collaboration. Users appreciate its straightforward design yet suggest improvements in customization options. Its analytics provide valuable insights, though some users seek expanded integration capabilities for seamless workflows. DeskDay fits diverse professional environments.

Montra Platform offers efficient project management tools and real-time collaboration, enhancing team productivity. Users appreciate its customizable dashboards and seamless integration with third-party apps. Some users note that navigation could be improved, suggesting enhancements in feature accessibility for a smoother experience.

Ravenna aids diverse industries with robust data integration and seamless communication features. Users appreciate its reliability and ease of deployment. They note some areas for improvement in customization and scalability options to better fit varying demands.