18 Best ITSM Tools for 2024 (Pros & Cons)

Managing IT isn't easy. You've got a never-ending list of tasks, from fixing bugs to dealing with system updates and everything in between. ITSM tools are here to make your job easier. They help you sort out the daily IT chaos, so you can focus on the big picture stuff.

These tools are lifesavers because they cut down on manual work. Imagine having a helper that takes care of the routine tasks for you, like sorting out helpdesk tickets or making sure software updates don't cause more problems. This means you spend less time on the routine and more on improving things.

We’ve curated the best ITSM solutions for IT teams of all sizes with their basic pros and cons to help you pick the ideal one for your needs.

Before we proceed, here’s a list of the 5 best ITSM tools (IT Service Management:

1. ServiceNow
2. Jira
3. SolarWinds Service Desk
4. NinjaOne
5. ClickUp

Best free ITSM tools:

1. Freshservice
2. Jira
3. ClickUp
4. SysAid
5. NinjaOne

What is an ITSM tool?

An IT Service Management (ITSM) tool is a software solution designed to facilitate the management, delivery, and continuous improvement of IT services within an organization. These tools are instrumental in ensuring that IT services align with business objectives and meet the needs of end-users and customers efficiently.

Common ITSM software functionalities:

• Incident management
• Service request management
• Problem management
• Change management
• Configuration management

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They are built on the principles of IT service management frameworks, such as ITIL (Information Technology Infrastructure Library), which provide a structured approach to managing IT services.

What are ITSM tools used for?

• Streamline their IT service processes
• Automate workflows
• Provide a centralized platform for managing IT service requests, incidents, and problems
• Handling IT-related tasks
• Improving response times
• Minimizing downtime

Top ITSM Tools (IT Service Management Tools)

1. ServiceNow

Best for: Large enterprises looking for comprehensive ITSM and digital workflow integration

ServiceNow stands out as a powerful IT Service Management tool, widely recognized for its extensive capabilities in automating digital workflows and integrating various ITSM processes. It's designed to transform how businesses manage and deliver services, offering a cloud-based platform that supports IT service management, operations management, and business management. ServiceNow enables organizations to streamline their IT services, automate tasks, and provide a better overall service experience to users and customers. Its flexibility and scalability make it a preferred choice for large enterprises seeking to enhance their IT operations and drive digital transformation.

Pros:

• Comprehensive ITSM capabilities with extensive customization options
• Advanced automation and integration features for streamlined operations
• Strong emphasis on user experience with an intuitive interface

Cons:

• High cost of implementation and ownership, making it less accessible for small businesses
• Steep learning curve due to its wide range of features and functionalities
• Requires dedicated resources for setup, customization, and maintenance

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2. Atlassian Jira Service Management

Best for: Agile teams and organizations looking for flexible ITSM and project management integration

Atlassian Jira Service Management is a dynamic and popular ITSM tool tailored for teams that employ agile methodologies and seek seamless integration with project management. It excels in bridging the gap between IT operations and development, facilitating swift issue resolution and service delivery. 

It integrates effortlessly with other Atlassian products, such as Jira Software and Confluence, creating a unified platform for tracking, managing, and resolving IT service requests and incidents. Ideal for businesses of all sizes, it offers a user-friendly interface and robust features to support ITSM practices, enhance collaboration, and improve efficiency.

Pros:

• Strong integration with software development tools, perfect for DevOps
• Highly customizable workflows to match specific process requirements
• User-friendly interface and good collaboration features

Cons:

• Can become complex with extensive customization and configurations
• Pricing can escalate quickly with additional plugins and user growth
• Initially, it may require time to set up and adapt to specific ITSM needs

3. SolarWinds Service Desk

Best for: Small to medium-sized businesses needing a user-friendly and efficient ITSM solution

SolarWinds Service Desk is celebrated for its ease of use and rapid deployment, making it an ideal choice for small to medium-sized businesses looking to implement an effective ITSM solution without the complexity often associated with such systems. It offers a comprehensive set of features that cover the essentials of IT service management, including incident management, problem management, change management, and asset management.

Pros:

• Intuitive interface and easy setup process, suitable for teams without specialized ITSM knowledge
• Affordable pricing structure, offering good value for small to medium-sized businesses
• Effective asset management features to track and manage IT resources efficiently

Cons:

• Limited customization options compared to more comprehensive ITSM tools
• Integration capabilities may be less extensive than those offered by larger platforms
• Advanced features and scalability may not fully meet the needs of very large organizations

Also read: Top Data Management Software Tools

4. NinjaOne

Best for: Managed Service Providers (MSPs) and small to mid-sized businesses looking for a unified IT management solution

NinjaOne is renowned for its comprehensive approach to IT management, offering a unified platform that excels in streamlining the monitoring, management, and support of IT environments. 

Particularly favored by Managed Service Providers (MSPs) and small to mid-sized businesses, it integrates seamlessly with a wide range of ITSM functions including remote monitoring and management (RMM), patch management, backup and disaster recovery, and endpoint security. 

Pros:

• Comprehensive set of tools in one platform, facilitating a unified approach to IT management
• Highly user-friendly and intuitive interface, simplifying the learning curve for new users
• Strong focus on automation and integration, enhancing operational efficiency and reducing manual tasks

Cons:

• While versatile, it may not offer the depth in certain specific ITSM areas compared to specialized tools
• Pricing can be on the higher side for very small businesses with limited IT needs
• Some advanced features may require additional training to fully leverage their capabilities

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5. ClickUp

Best for: Teams seeking a versatile project management tool with ITSM capabilities

ClickUp positions itself uniquely in the market by offering a versatile platform that combines project management with IT Service Management capabilities. It is best suited for teams that require a flexible tool to manage tasks, projects, and ITSM processes within a single interface. While not a traditional ITSM tool, ClickUp's adaptability allows for the customization of workflows to include IT service requests, incident tracking, and more, alongside project tracking features. This makes it an excellent choice for organizations that prioritize project management but also need to integrate IT service management into their daily operations.

Pros:

• Highly customizable, allowing teams to tailor the platform to their specific needs, including ITSM workflows
• Integrates project management with ITSM features, making it ideal for cross-functional teams
• User-friendly interface with a gentle learning curve, accessible even to those new to ITSM or project management

Cons:

• As it is not a dedicated ITSM solution, it may lack some advanced ITSM features found in specialized tools
• Can become overwhelming due to its vast array of features and customization options, potentially leading to a cluttered user experience
• The focus on project management might mean that ITSM functionalities are not as deeply integrated or comprehensive as in traditional ITSM platforms

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6. ServiceDeck Plus by ManageEngine

Best for: Organizations needing a customizable ITSM solution with strong automation and asset management features.

ServiceDesk Plus by ManageEngine is a tool that provides essential ITSM functionalities, including incident, problem, and change management, tailored to fit the workflows of small to large businesses. Its standout feature is the ability to automate routine tasks and processes, which can significantly cut down on manual workloads and improve response times. 

The platform also offers a detailed asset management system, a self-service portal, and a knowledge base, which are critical for managing IT resources efficiently and empowering users to resolve common issues independently.

Pros:

• Flexible customization allows for adaptation to various ITSM workflows
• Asset management system is detailed, helping track and manage IT assets effectively
• Automation of routine tasks improves efficiency and reduces manual workload

Cons:

• Initial setup and customization can be time-consuming and complex
• User interface might feel outdated compared to newer ITSM solutions
• Performance issues in larger or more complex deployments have been noted

7. BMC Helix ITSM (formerly Remedy)

Best for: Advanced ITSM capabilities with AI and machine learning for predictive service management in large enterprises.

BMC Helix ITSM is an enterprise-level IT service management solution that stands out for its incorporation of AI and machine learning technologies to offer predictive service management capabilities. This platform is designed to support complex IT environments, providing features such as incident and problem management, change management, service request management, and asset management.

Pros:

• Advanced AI and machine learning capabilities for predictive analytics and automation
• Highly customizable to fit complex IT environments and workflows
• Flexible deployment options, including cloud and on-premises

Cons:

• Steep learning curve for new users unfamiliar with advanced ITSM solutions
• High cost of deployment and ownership, particularly for small to medium-sized businesses
• Requires significant investment in training and customization to fully utilize its capabilities

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8. Ivanti Service Manager

Best for: Integrating ITSM with security and asset management, suitable for businesses prioritizing security and compliance.

Ivanti Service Manager is known for its comprehensive approach to ITSM, emphasizing security and integration capabilities. This tool streamlines service management processes across IT and other departments with features like incident management, request handling, and configuration management. Its cloud-based and on-premise deployment options offer flexibility for various business needs.

Pros:

• Strong focus on security and compliance integration
• Flexible deployment with both cloud-based and on-premise options
• Extensive customization and automation capabilities

Cons:

• Complexity in initial setup and customization
• May require additional resources for training and implementation
• Could be overwhelming for smaller teams or businesses without dedicated IT staff

9. Zendesk

Best for: Streamlining customer and internal support workflows with a focus on simplicity and user experience.

Zendesk is widely recognized for its intuitive interface and emphasis on improving both customer and employee support experiences. While primarily known for customer service solutions, its ITSM capabilities facilitate efficient incident management, request fulfillment, and communication within teams. Zendesk's strength lies in its ability to simplify complex processes, making it ideal for businesses seeking an easy-to-use platform that doesn't compromise on functionality.

Pros:

• User-friendly interface
• Strong customer support features
• Effective for both external and internal support workflows

Cons:

• Limited advanced ITSM features compared to specialized tools
• Customization options may be restrictive for complex requirements
• Pricing can escalate with additional features and integrations

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10. Freshservice

Best for: Integrating ITSM with IT operations management (ITOM) for holistic IT service delivery.

Freshservice stands out for its comprehensive approach, blending ITSM and ITOM capabilities to offer a unified platform for IT service delivery. It's designed to streamline service management processes with automation, AI-powered insights, and an intuitive user interface. Freshservice excels in facilitating incident, problem, change, and asset management with ease, making it a go-to for organizations aiming to enhance their IT efficiency and user satisfaction without a steep learning curve.

Pros:

• Unified ITSM and ITOM platform
• Automation and AI capabilities
• Easy-to-use interface

Cons:

• May be overkill for small teams with modest needs
• Advanced features require higher-tier plans
• Customization flexibility can be limited

11. Cherwell IT Service Management

Best for: Organizations requiring high customization for complex ITSM processes.

Cherwell IT Service Management offers a flexible platform designed to adapt to the unique needs of businesses with complex ITSM requirements. Its no-code configuration allows IT teams to tailor the system extensively without needing programming skills, making it possible to align the tool closely with specific workflows and processes. Cherwell is particularly valued by organizations looking for a solution that can grow and change with their IT service management needs.

Pros:

• Highly customizable with no-code configuration
• Adaptable to complex ITSM workflows
• Scalable for growing organizations

Cons:

• Initial learning curve due to extensive customization options
• Implementation time can be lengthy for complex configurations
• May require dedicated staff for ongoing management and optimization

12. TOPdesk

Best for: Simplifying ITSM processes with a focus on user-friendliness and efficient service delivery.

TOPdesk stands out for its emphasis on simplicity and efficiency, offering a streamlined approach to IT service management suitable for organizations of all sizes. Its modular design allows businesses to implement only the features they need, reducing complexity and focusing on improving service delivery. TOPdesk excels in facilitating better communication between IT teams and users, enhancing overall service satisfaction.

Pros:

• User-friendly interface and easy navigation
• Modular design for tailored ITSM solutions
• Strong support for service desk operations and customer satisfaction

Cons:

• Advanced customization might be limited compared to more comprehensive platforms
• Integration with external tools and systems can require additional setup
• Some users may find its reporting capabilities less extensive

13. SysAid

Best for: Medium to large organizations looking for a comprehensive ITSM solution with strong automation and asset management features.

SysAid is an ITSM and service desk solution that excels in providing a comprehensive suite of tools designed to automate IT processes and manage assets effectively. Its capabilities range from incident and request management to advanced IT asset management, making it a robust choice for organizations seeking to streamline their IT operations. SysAid's automation tools are particularly beneficial in reducing manual workloads and improving response times.

Pros:

• Comprehensive ITSM and asset management features
• Strong automation capabilities for efficient operations
• User-friendly interface with customizable dashboards

Cons:

• The initial setup can be complex, requiring time to configure
• Customization options may require technical expertise
• Some users report that customer support response times can be slow

14. EV Service Manager

Best for: Small to mid-sized businesses needing an easy-to-use ITSM solution with straightforward implementation.

EV Service Manager stands out for its simplicity and ease of use, making it an ideal choice for small to mid-sized businesses that require a no-frills approach to IT service management. It focuses on the core aspects of ITSM, such as incident, problem, and change management, without overwhelming users with complex features. The tool is designed for quick implementation and offers intuitive navigation, which helps teams adopt and utilize the system efficiently.

Pros:

• Simplified ITSM processes for easy adoption
• Quick implementation and setup
• Intuitive user interface and navigation

Cons:

• Limited customization and integration options compared to larger platforms
• May not scale as well for very large organizations
• Advanced features and analytics may be lacking for complex IT environments

15. Microsoft System Center Service Management

Best for: Organizations deeply integrated with Microsoft ecosystems seeking to leverage existing infrastructure for ITSM.

Microsoft System Center Service Management is tailored for businesses that are heavily invested in Microsoft technologies and seek a seamless ITSM experience within the same ecosystem. It offers comprehensive management of cloud and data center assets, automation of service delivery, and monitoring of IT services. The tool integrates well with other Microsoft products, providing a unified approach to managing IT services, applications, and hardware.

Pros:

• Deep integration with Microsoft technologies
• Comprehensive management of IT services and infrastructure
• Automation and monitoring capabilities

Cons:

• Primarily suited for organizations already using Microsoft products
• Can be complex to set up and manage without sufficient expertise
• May not offer as much flexibility as other dedicated ITSM solutions

16. Micro Focus Service Management Automation X (SMA-X)

Best for: Advanced IT organizations seeking AI-driven ITSM solutions for automation and analytics.

Micro Focus Service Management Automation X (SMA-X) offers an AI-powered ITSM platform designed to automate service management processes and provide advanced analytics. It emphasizes user experience with an intuitive interface and self-service options, while its machine learning capabilities aim to improve efficiency and reduce manual tasks. SMA-X supports a wide range of ITSM functions, including incident, problem, and change management, making it a robust choice for organizations aiming to leverage AI in their IT operations.

Pros:

• Advanced AI and machine learning capabilities
• User-friendly interface and self-service portals
• Comprehensive support for ITSM processes

Cons:

• Might require a steep learning curve for its advanced features
• Higher cost due to advanced technology and capabilities
• Integration with non-Micro Focus products might need additional configuration

17. Hornbill

Best for: Organizations seeking a collaborative platform for ITSM and business operations with a strong focus on automation and user engagement.

Hornbill offers a collaborative ITSM platform that integrates seamlessly with business operations, providing a unified approach to service management. Its strength lies in its automation capabilities, which streamline IT processes and enhance efficiency. Hornbill prioritizes user engagement through its intuitive interface and self-service options, empowering users to resolve issues independently. Additionally, its collaboration features facilitate communication and knowledge sharing among IT teams, further improving service delivery.

Pros:

• Comprehensive automation capabilities for streamlining IT processes
• Intuitive interface and self-service options enhance user engagement
• Strong collaboration features foster communication and knowledge sharing

Cons:

• Implementation may require significant configuration and customization
• Advanced features may require additional training for optimal use
• Integration with external systems may require additional setup and maintenance

18. HEAT Software

Best for: Organizations seeking highly adaptable ITSM solutions with a focus on automation and scalability.

HEAT Software is renowned for its extensive customization capabilities, making it an optimal choice for businesses needing tailored ITSM processes. It offers a comprehensive suite of tools for incident, problem, change, and asset management, allowing organizations to mold the system to their specific requirements. HEAT Software prioritizes automation to streamline IT operations and enhance efficiency, while its scalable architecture caters to businesses of varying sizes.

Pros:

• Extensive customization options enable tailoring to specific business needs
• Strong emphasis on automation for streamlined IT processes
• Scalable architecture suitable for businesses of all sizes

Cons:

• Requires technical expertise for customization and configuration
• Initial setup and implementation may be complex
• User interface could be more intuitive compared to modern ITSM solutions

ITSM Software: Frequently Asked Questions

Which ITSM tool is best?

The best ITSM tool varies depending on your organization's specific needs and requirements. Some popular options include ServiceNow, Atlassian Jira Service Management, BMC Helix ITSM, and Ivanti Service Manager. It's essential to evaluate each tool's features, customization options, scalability, and integration capabilities to determine which one aligns best with your business objectives.

What are free ITSM tools?

Some notable free ITSM tools include Jira, ClickUp, and Freshservice Free. These tools often provide essential features such as incident management, asset management, and self-service portals, making them suitable for small businesses or organizations with limited ITSM needs.

Is Jira an ITSM tool?

Yes, Jira offers ITSM capabilities through its service management component, known as Jira Service Management (formerly Jira Service Desk). Jira Service Management enables IT teams to handle incidents, service requests, change management, and problem management effectively. It integrates seamlessly with other Atlassian products like Jira Software and Confluence, providing a comprehensive solution for IT service management.

How do I choose an ITSM tool?

To choose an ITSM tool, start by assessing your organization's specific needs and defining key features required. Evaluate customization options, scalability, integration capabilities, user experience, vendor support, and total cost of ownership. Seek recommendations, conduct trials, and engage stakeholders to ensure the chosen tool aligns with your organization's requirements and objectives effectively.

Bonus: If you want to find which SaaS apps used in your company and secure their vulnerabilities, you can explore Resmo.

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