Top 10 IT Service Desk (ITSM) Software

September 05, 2023 | Editor: Michael Stromann

IT Service Desk software or IT Service Management software (ITSM) allows to effectively manage enterprise IT resources and provide the needed level of service according to the best ITIL practices.
ServiceNow offers a portfolio of robust cloud-based products that automate and manage IT service relationships across the enterprise. Our products have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model, delivering easy, automated upgrades. ServiceNow provides an intuitive and approachable user experience complete with expert services to accelerate time-to-value.
Monitor & manage your network with unified visibility into fault, performance, availability, traffic, & configurations. Get instant visibility across all system resources that can impact application performance and fix them fast. Find, analyze & resolve your toughest performance issues on SQL Server, Oracle, Sybase, and DB2. Automate 24x7 security monitoring and response to stop threats in their tracks and maintain continuous compliance.
Spiceworks bundles network monitoring, helpdesk, UPS power management, PC inventory tools, an online community, and much more. All in one spot. All for free.
IT Service desk that's actually simple. Modernize IT and other business functions with a refreshingly easy-
ManageEngine crafts comprehensive IT management software for all your business needs. We have complete and easy solutions for even your most difficult IT management problems, from keeping your business safe, to ensuring high availability, to making your users happy. We’re bringing IT together so you don’t have to.
Kaseya helps MSPs and IT Departments better manage their business with our IT management software suite, IT Complete.
osTicket is a widely-used and trusted open source support ticket system. Easily scale and streamline your customer service and drastically improve your customer experience.
Autotask includes everything you need to organize, automate and optimize your IT business from a single, cloud-based platform that’s accessible from anywhere – so you spend less time managing your business and more time growing it.
OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
Unified IT management software Ivanti (formerly LanDesk) is changing the IT landscape by breaking down IT silos with increased visibility, shared data, and automated processes. We’re helping customers respond to user demands and market changes, comply with regulations, and secure the entire organization
SysAid is an IT service management and help desk software that integrates all the essential IT tools into one Service Desk. Its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.
Cherwell Service Management delivers a customer-friendly IT self-service portal, powerful dashboards and reporting, and superior mobility to your organization—as well as providing PinkVERIFY certified ITIL processes such as: Incident Management, Change Management, Problem Management, CMDB, and much more. Deliver ease of use, flexibility, and power to your service desk customers today—at a price your organization can afford—without compromising future ITSM system scalability, expansion, and power.
BMC Remedyforce is built on Salesforce1 cloud platform to deliver complete IT service management functionality with the secure social, mobile, and collaborative capabilities users expect. Intuitive administration and configuration keeps you focused on delivering business value. Personalized self-service gives users new access to service offerings. Automation and integration reduce manual labor and streamline service delivery. Dashboards and analytics drive information sharing and informed decisions.
EasyVista’s revolutionary suite of products radically build a new front office experience as well streamlining and automating back office IT. EasyVista is increasingly winning business from vendors who provide hard-coded, high-administration solutions. Customers now want a solution that delivers new services and a storefront that can be rapidly realized and easily administered. EasyVista decimates IT costs, facilitates increased delivery to business needs and empowers IT to transform customer interfaces and applications.
Samanage is a cloud-based IT service desk and asset management platform that reduces your workload and helps you deliver fast, quality service. Reduce workload & prioritize service delivery time. Get full visibility & control of all hardware and software.
BMC Helix ITSM (formerly BMC Remedy) combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, enabling you to provide superior service management across multi-cloud environments that is intelligent and predictive.
OMNITRACKER is a powerful tool to adapt processes to your needs. Our highly efficient, scalable and effective solution for IT service management (ITSM). It is based on the current ITIL standard and integrates other supporting processes.

Latest news about IT Service Desk (ITSM) Software

2022. Atlassian acquires Percept.AI

Atlassian has recently completed the acquisition of Percept.AI, an artificial intelligence (AI) company known for its automated virtual agent support solution—a chatbot that utilizes a proprietary AI engine for natural language understanding. The intention behind this acquisition is to integrate the advanced virtual agent technology into Jira Service Management, Atlassian's IT service management tool aimed at improving service delivery for both employees and customers. Percept.AI's platform, driven by data-driven proprietary technology, possesses the remarkable capability to continuously learn from customer interactions, while ensuring that every member of your team maintains full control over the AI agent's behavior and voice. This strategic move by Atlassian aims to enhance their service management offerings by leveraging AI-powered virtual agent capabilities.

2021. Electric, the IT platform for SMBs, raises $90M

Electric, the provider of IT infrastructure software tailored for small and medium-sized businesses (SMBs), has successfully secured a $90 million investment in a Series D financing round. Electric's role in IT infrastructure resembles that of Justworks in the realm of HR. Rather than SMBs having to hire individuals or entire departments to handle the fundamentals of IT, which mainly consists of maintenance and compliance tasks, Electric's software takes charge of distribution, maintenance, and security responsibilities for organizations. Prior to Electric, SMBs had two options: either establish their own in-house IT department or engage the services of a local IT provider. With the emergence of Electric, administrators within companies gained the ability to ensure all devices remained up to date, secure, and compliant, while also being able to issue new equipment and manage permissions effectively.

2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition

ServiceNow has recently completed the acquisition of Lightstep, a startup specializing in applications performance monitoring. By incorporating Lightstep's capabilities, ServiceNow aims to enhance its IT operations offerings. With Lightstep on board, ServiceNow will empower its customers with advanced application performance monitoring capabilities, enabling them to proactively identify and address potential issues before they escalate into major problems that could disrupt websites or applications. In the competitive landscape of application performance monitoring, Lightstep joins the ranks of companies like Datadog, New Relic, and AppDynamics (acquired by Cisco in 2017). The strategic acquisition aligns with ServiceNow's commitment to providing comprehensive solutions for optimizing IT operations.

2021. ServiceNow adds new no-code capabilities

ServiceNow recognizes that the concept of distributed work has propelled the notion of enabling every employee to engage in software building. In light of this, the company has introduced a new domain known as Creator Workflows, aimed at empowering workers to construct customized workflows tailored to their specific requirements. Within this domain, ServiceNow offers a primary development environment that facilitates a user-friendly experience, allowing individuals to intuitively drag and drop the necessary components for constructing workflows that align with their needs. Additionally, templates are available to further streamline the process, providing a framework for common tasks and enhancing ease of use.

2021. Electric raises $40M to put small-business IT in the cloud

Electric, a company focused on transitioning IT departments to the cloud, has successfully raised $40 million in a Series C funding round. Since its inception in 2016, Electric has been dedicated to simplifying IT operations for small and medium-sized businesses. Instead of hiring a dedicated IT department or relying on expensive local service providers, Electric's software empowers a single administrator to efficiently manage devices, software subscriptions, permissions, and more. The majority of IT tasks revolve around administration, distribution, and maintenance of various software programs within a company. Electric handles these tasks on behalf of the IT department, allowing smaller businesses to focus on desk-side troubleshooting when necessary, rather than the entire IT infrastructure.

2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises

ServiceNow, the prominent cloud-based IT services company, has made a significant acquisition as part of its long-term strategy to establish a dominant presence in the realms of automation and artificial intelligence for enterprises. The company has acquired Element AI, a startup specializing in AI-driven IT services for businesses. This move exemplifies ServiceNow's ongoing efforts to build a modern platform that aligns with the evolving needs of the digital era. Although ServiceNow was established in 2004 and is not considered a traditional legacy business, it strives to position itself as the leading provider of "digital transformation" solutions. This term has gained prominence in the enterprise IT services landscape as organizations urgently adapt to conducting more online, leveraging cloud technologies, and operating remotely in response to global health challenges and future uncertainties.

2020. Blissfully expands from SaaS management into wider IT services aimed at midmarket

When Blissfully was initially launched in 2016, its primary focus was on assisting companies in understanding their internal SaaS usage. However, as time progressed, the company recognized a broader demand, particularly within midmarket companies. As a result, Blissfully has announced its expansion into the realm of comprehensive IT management. Today, they are unveiling an enhanced platform that not only encompasses their existing SaaS management components but also introduces four additional categories. Firstly, they are introducing IT asset management capabilities. Additionally, they are incorporating help desk management and ticketing functionalities to address requests that extend beyond SaaS management workflows. Furthermore, they are implementing role-based access control to enable different individuals to access various IT management services. This feature has become increasingly crucial during the pandemic as people are compelled to troubleshoot and manage diverse IT issues from home.

2020. ServiceNow updates its workflow automation platform

Today, ServiceNow unveiled the latest version of its workflow automation platform, showcasing a range of new solutions tailored for specific industries. Telcos and financial services organizations, in particular, are among the verticals receiving increased attention. This strategic emphasis on verticals represents a continuation of ServiceNow's ongoing expansion beyond its initial focus on core IT management functionalities, which defined the company in its early stages. Furthermore, ServiceNow has introduced additional features to enhance companies' resilience during challenging circumstances, along with the integration of new machine learning-based tools.

2020. ServiceNow to acquire configuration management startup Sweagle

ServiceNow, renowned for its product portfolio that encompasses an IT Help Desk component, has recently completed the acquisition of Sweagle, a configuration management startup headquartered in Belgium. ServiceNow emphasizes that a single enterprise application can consist of up to 50,000 distinct configuration elements. Sweagle has developed a configuration data management platform that utilizes machine learning capabilities to assist customers in streamlining and automating this complexity. Configuration errors have the potential to cause disruptions, security vulnerabilities, and other critical issues for businesses.

2020. ServiceNow acquires AI-based IT monitoring startup Loom Systems

ServiceNow, a leading digital service company, has completed the acquisition of Loom Systems, an Israeli startup specializing in AIOps (Artificial Intelligence for IT Operations). The financial details of the acquisition were not disclosed. As ServiceNow focuses on digitizing service processes across various domains, IT service operations plays a significant role in their portfolio. Traditionally, organizations would monitor their systems, react to problems, and then investigate and resolve the root causes. However, with the power of artificial intelligence, potential threats to system health can be identified and mitigated proactively, avoiding major issues. Loom Systems' AIOps product offers such capabilities. Through this acquisition, ServiceNow aims to combine Loom Systems' AI innovations with its own AIOps capabilities, enabling customers to prevent and address IT issues before they escalate into significant problems.

2019. ServiceNow teams with Workplace by Facebook on service chatbot

Workplace, Facebook's enterprise collaboration and communication application, has joined forces with ServiceNow to introduce a new chatbot within Workplace Chat, aimed at simplifying employee interactions with company help desks. This integration is applicable to both IT and HR help desk scenarios. By leveraging the capabilities of a chatbot, companies can effectively save time and resources, while employees can receive prompt solutions to common issues. Previously, obtaining such answers would have necessitated navigating multiple systems, making phone calls, or submitting tickets to the relevant help desks. This collaborative effort between Workplace and ServiceNow offers a convenient and immediate approach to addressing employee needs.

2017. Helpdesk provider ServiceNow bought a design firm

ServiceNow has acquired design firm Telepathy, recognizing the importance of not just providing enterprise-class functionality, but also delivering appealing visual design. It is no longer sufficient for companies to focus solely on delivering good functionality; they must ensure that it appeals to both IT administrators in terms of administration and end users in terms of design and ease of use. Prior to this recent announcement, ServiceNow has made seven acquisitions since 2013.

2015. Enterprise cloud infrastructure service raises $8M, the company behind the IronMQ message queue service and the IronWorker worker platform designed for scalable execution of parallel tasks, has recently announced a successful Series A funding round, raising a total of $8 million. The primary objective of services is to simplify the adoption of a microservices architecture by developers. This approach involves breaking down complex applications into smaller, independent components that communicate with each other via APIs. What sets apart is its platform's flexibility in supporting applications across various environments, including on-premises, public or private clouds, and hybrid cloud setups. The newly acquired funds will be allocated to expanding's engineering, sales, marketing, and customer support teams, essentially bolstering the entire company.

2015. SaaS ITSM service Samanage raises $16M

Samanage, the SaaS platform designed to assist customers in managing various internal assets, has recently disclosed securing $16 million in Series B investment. While the company initially focused on IT asset management, founder and CEO Doron Gordon emphasizes that the technology can be employed to manage assets across all departments within an organization, regardless of their relation to IT. Gordon envisions that after successfully organizing IT assets, the company can expand its reach to encompass HR, finance, facilities, and operations. This expansion brings Samanage into direct competition with established players like Zendesk, Freshdesk, and

2014. ServiceNow adds more Enterprise features

ServiceNow, the provider of cloud-based IT service management, has introduced a range of new products and features specifically designed for large enterprises. These additions aim to enhance various aspects of the service, including custom application creation, service automation, executive decision-making, and user experience. Notably, the Facilities Services Automation product offers visualizations of incidents within company facilities, allowing facilities managers to effectively address issues related to security and waste disposal by tracking building configurations on floor-plan visualizations. Another feature called Service Creator enables individuals without technical expertise to build simple applications. Additionally, the CIO Roadmap offers timeline visualization capabilities that display prioritized investment decisions across different business functions. These new capabilities are built on the ServiceNow platform and utilize a common data model shared across the company's entire portfolio.

Editor: Michael Stromann
Michael is an expert in IT Service Management, IT Security and software development. With his extensive experience as a software developer and active involvement in multiple ERP implementation projects, Michael brings a wealth of practical knowledge to his writings. Having previously worked at SAP, he has honed his expertise and gained a deep understanding of software development and implementation processes. Currently, as a freelance developer, Michael continues to contribute to the IT community by sharing his insights through guest articles published on several IT portals. You can contact Michael by email