Top 17 IT Service Desk (ITSM) Software
Last updated: January 29, 2022
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.
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.
IT Service desk that's actually simple. Modernize IT and other business functions with a refreshingly easy-
Kaseya helps MSPs and IT Departments better manage their business with our IT management software suite, IT Complete.
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.
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.
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
on Live Enterprise
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 acquired Percept.AI, an AI company that offers an automated virtual agent support solution — a chatbot, basically — based on a proprietary AI engine for natural language understanding. Atlassian plans to integrate this virtual agent technology into Jira Service Management, its tool for helping IT teams provide better service to employees and customers. Powered by our data-driven proprietary technology, the Percept.AI platform has a self-evolving ability to keep learning from all customer interactions, while enabling everyone on your team to have full control of the AI agent’s behavior and voice.
2021. Electric, the IT platform for SMBs, raises $90M
Electric, the maker of IT infrastructure software for SMBs, has raised $90 million Series D financing round. What Electric does for IT infrastructure is similar to what Justworks does for HR. Instead of an SMB hiring out a person or a department to handle the basics of IT, 90% of which is maintenance and compliance, Electric software handles distribution, maintenance and security for an organization. Before Electric, there were two options for SMBs: build out your own IT department, or use a local IT provider. Electric came on the scene and allowed an admin within the company to make sure all devices were up to date, secure and compliant, as well as issue new equipment and revoke permissions.
2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition
ServiceNow has acquired Lightstep, an applications performance monitoring startup. ServiceNow wants to take advantage of Lightstep’s capabilities to enhance its IT operations offerings. With Lightstep, the company should be able to provide customers with a way to monitor the performance of applications with the goal of detecting problems before they grow into major issues that take down a website or application. Lightstep is part of the application performance monitoring market with companies like Datadog, New Relic and AppDynamics, which Cisco acquired in 2017
2021. ServiceNow adds new no-code capabilities
ServiceNow, says that distributed work has advanced the idea of putting software building into the hands of every employee. So, the company has decided to develop a new area called Creator Workflows, which are designed to help workers build new workflows suited to their needs. It provides the main development environment where users can drag and drop the components they need to build workflows that make sense for them. The templates take that ease of use a step further by providing a framework for some common tasks.
2021. Electric raises $40M to put small-business IT in the cloud
Electric, a company looking to put IT departments in the cloud, has raised $40 million Series C round. Electric launched in 2016 with a mission to make IT much simpler for small and medium-sized businesses. Rather than bringing on a dedicated IT department, or contracting out high-priced local service providers, Electric’s software allows one admin to manage devices, software subscriptions, permissions and more. The vast majority of IT’s work is administration, distribution and maintenance of the broad variety of software programs at any given company. Electric does most of that job on behalf of IT, meaning that a smaller business only needs to worry about desk-side troubleshooting when it comes up, rather than the whole kit and caboodle.
2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises
ServiceNow, the cloud-based IT services company, is making a significant acquisition today to fill out its longer-term strategy to be a big player in the worlds of automation and artificial intelligence for enterprises. It is acquiring Element AI, a startup building AI-based IT services for enterprises. The deal is the latest move for a company aiming to build a modern platform fit for our times. ServiceNow has been around since 2004, so it’s not strictly a legacy business, but all the same, it is vying to position itself as the go-to company for “digital transformation” — the buzz term for enterprise IT services this year, as everyone scrambles to do more online, in the cloud and remotely to continue operating through a global health pandemic and whatever comes in its wake.
2020. Blissfully expands from SaaS management into wider IT services aimed at midmarket
When Blissfully launched in 2016, it was focused on helping companies understand their SaaS usage inside their organizations, but over time the company has seen that there is a wider need, especially in midmarket companies, and today it announced it was expanding into broader IT management. That has resulted in a newly expanded platform they are releasing today that not only includes the earlier SaaS management components that it’s been providing all along, but also four other new categories. For starters they are offering IT asset management. Next, they are including help desk management and ticketing capabilities to handle requests that fall outside of their SaaS management workflows. In addition, they are adding role-based access control to allow different people access to various IT management services, which is increasingly essential during the pandemic as people are being forced to troubleshoot and manage various IT issues from home.
2020. ServiceNow updates its workflow automation platform
ServiceNow today announced the latest release of its workflow automation platform. With this, the company is emphasizing a number of new solutions for specific verticals, including for telcos and financial services organizations. This focus on verticals extends the company’s previous efforts to branch out beyond the core IT management capabilities that defined its business during its early years. The company is also adding new features for making companies more resilient in the face of crises, as well as new machine learning-based tools.
2020. ServiceNow to acquire configuration management startup Sweagle
ServiceNow, which includes in its product catalog an IT Help Desk component, has acquired Sweagle, a configuration management startup based in Belgium. ServiceNow claims that there can be as many as 50,000 different configuration elements in a single enterprise application. Sweagle has designed a configuration data management platform with machine learning underpinnings to help customers simplify and automate that complexity. Configuration errors can cause shutdowns, security issues and other serious problems for companies.
2020. ServiceNow acquires AI-based IT monitoring startup Loom Systems
ServiceNow has acquired Loom Systems, an Israeli startup that specializes in AIOps. The companies did not reveal the purchase price. ServiceNow is first and foremost a company trying to digitize the service process, however that manifests itself. IT service operations is a big part of that. Companies can monitor their systems, wait until a problem happens and then try to track down the cause and fix it — or, they can use the power of artificial intelligence to find potential dangers to the system health and neutralize them before they become major problems. That’s what an AIOps product like Loom’s can bring to the table. By joining forces, the companies want to bring together AI innovations and ServiceNow’s AIOps capabilities to help customers prevent and fix IT issues before they become problems.
2019. ServiceNow teams with Workplace by Facebook on service chatbot
Workplace, Facebook’s enterprise collaboration and communication application, and ServiceNow announced a new chatbot to make it easier for employees to navigate a company’s help desks inside Workplace Chat. The integration can involve IT or HR help desk scenarios. A chatbot can help companies save time and money, and employees can get answers to common problems much faster. Previously, getting these kind of answers would have required navigating multiple systems, making a phone call or submitting a ticket to the appropriate help desk. This approach provides a level of convenience and immediacy.
2017. Helpdesk provider ServiceNow bought a design firm
ServiceNow bought design firm Telepathy because it knows that offering enterprise-class functionality isn’t enough anymore to win over alternatives. Your applications have to look good too. Companies can’t just deliver good functionality. They have to deliver it in a way that appeals to both IT from an administrative perspective and end users from a pure design and ease of use perspective. ServiceNow has purchased seven companies since 2013 prior to today’s announcement.
2015. Enterprise cloud infrastructure service Iron.io raises $8M
Iron.io, the developer of IronMQ message queue service and the IronWorker worker platform for running parallel tasks at scale, today announced that it has raised a $8 million Series A. At its core, Iron.io services are meant to make it easier for developers to adopt a microservices architecture — that is breaking down traditionally complex applications into smaller, more manageable independent parts that talk to each other over APIs. The service is pretty much agnostic as to where these applications run and can hence be used no matter whether a service runs on premises, in a public or private cloud, or in a hybrid cloud environment. Iron.io says the new funding will go to growing the company’s teams in engineering, sales, marketing and customer support (that’s all of the company, basically).
2015. SaaS ITSM service Samanage raises $16M
Samanage, the SaaS platform that lets customers manage any type of internal assets, announced $16 million in Series B investment today. The company’s roots are in IT asset management, but company founder and CEO Doron Gordon points out that the same technology could be used to manage any assets within an organization, whether it’s related to IT or not. He says that once they organize IT assets, the company can expand to HR, finance or facilities and operations. This put them in competition with Zendesk, Freshdesk and Salesforce.com.
2014. ServiceNow adds more Enterprise features
ServiceNow, the cloud IT service management provider, launched a suite of new products and features devoted to large companies. The new features include enhanced custom application creation experience, new service automation products, executive decision-making visualization tools and a more intuitive user experience. In particular, the new product Facilities Services Automation displays incidents at company facilities on floor-plan visualizations, and allows facilities managers to track building configurations to tackle issues from security to waste disposal. Service Creator, another new feature, allows nontechnical people to build simple applications. Another visualization project, CIO Roadmap, offers timeline visualization features displaying prioritized investment decisions across business functions. The new capabilities are built on the ServiceNow platform and leverage