Top 17 IT Service Desk (ITSM) Software
Last updated: June 29, 2020
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.
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.
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.
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.
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.
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
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.
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.
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
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 chatbot startup Passage AI
ServiceNow has acquired Passage AI, a startup that helps customers build chatbots in multiple languages, something that should come in handy as ServiceNow continues to modernize its digital service platform. With Passage AI, ServiceNow gets AI technology, which should fit in nicely with ServiceNow’s mission. For starters, the company’s chatbot solutions gives ServiceNow an automated way to respond to customer/user inquiries. Even more interesting for ServiceNow, Passage includes an IT automation component that uses a conversational interface to submit tickets, handle queries and take direct action through APIs. It also gets an HR automation piece, giving the company an intelligent tool it could incorporate across its Now Platform in tools like ServiceNow Virtual Agent and Service Portal, as well as Workspaces in multiple languages.
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. 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 the common data model shared across the company’s portfolio.