IT Service management tools form the backbone of present-day IT service management. Implementing IT service management software enhances service desk operations through intelligent routing and assignment features. IT Service management tools offer a centralized platform for governing and automating several IT processes such as knowledge management, incident management, ticketing system, etc. Tools for IT service management can significantly impact service delivery as the IT team can effectively and promptly respond to service requests and incidents. Enterprise IT Service management tools can reduce downtime, enhance customer satisfaction and contribute to organizational efficiency. This blog dives deep into ITSM tool features, benefits and the top 20 IT Service management tools of 2024.

What are IT Service management tools?

Gartner states, “ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services.” While IT Service management tools are mainly used in IT service delivery activities, and IT service desks, non-IT departments such as HR too adopt them for their generic workflow and ticket-handling capabilities. IT Service Management tools are classified into basic ITSM tools, intermediate ITSM tools, and advanced ITSM tools. Basic tools have specific ITSM capabilities with limited integration with ITOM solutions; intermediate tools have better ITSM capabilities and a few ITOM functions or third-party integrations, and advanced tools have the entire range of ITSM capabilities, broader ITOM functionality, and advanced third-party integrations.  

Importance of IT Service management tools

• IT Service management tools have components that allow organizations to optimize the life of their assets, and form strategies for asset procurement.
• The ITSM change management processes aids businesses to implement new changes smoothly with minimum risks.
• Due to the standardization and efficiency offered by IT Service management tools, organizations can scale up operations with reduced costs.
• IT Service management tools helps organizations maintain accountability through the standardization of services.
• ITSM solutions offer better visibility into your IT operations that help prioritize urgent tasks.

20 Easy to Use IT Service management tools

Given below is a comprehensive IT Service management tools list for 2024

‍

1. Wolken Software

Wolken, founded to revolutionize service delivery, offers a seamless, scalable, and secure cloud-based ServiceDesk solution. Our customer-centric approach and cutting-edge technology, powered by AI & ML, simplify operations for global businesses. 

With a unique business model and solutions like Customer ServiceDesk, IT Service Management, HR Case Management & Quality ServiceDesk, Wolken aims to streamline operations, enhance collaboration, and boost productivity through cloud efficiency.

Key features

• ServiceDesk for businesses of all sizes
• Rapid Deployment
• Out-of-the-box solution
• Infinitely Scalable
• Strengthened Security
• Drastic Reduction in Cost of Operations
• Low-to-no-code platform
• Zero Complexity
• Minimal Training
• Robust Reporting and Analytics Tools
• Powered with AI

Pricing

Customizable according to business needs.

‍

2. Superops.Ai PSA

Superops.Ai’s is an intuitive PSA that aids ITSM via automation, structured workflows, and ticketing, contributing to increased revenue and exceptional service for businesses.

Key features

• Streamlined billing and invoicing
• User-friendly and robust solution
• Native app for iOS and Android

Pricing

Rs. 4248 per month

3. RemotePC

This ITSM tool is ideal for organizations, teams and customers. This feature-rich remote desktop software enables connection with remote sessions on PC and Mac and allows easy collaboration.  

Key features

• Real-time chat
• Screen/file sharing
• Dashboard
• Session transfer/recording

Pricing

Rs. 4293/year for small businesses and Rs. 16173/year for teams

4. SolarWinds Service Desk

SolarWinds service desk software is a trusted ITSM tool that helps users resolve issues via automation and deliver quicker services. This AI and cloud-powered ITSM platform can maximize productivity and accelerate issue resolution for businesses.

Key features

• Nice user interface
• Automated ticket classification, routing, and self-service
• Comprehensive platform with distinct modules for issue management and resolution
• Service catalogs to automate manual tasks, processes, and HR functions
• Customizable reports for useful insights

Pricing

$39 per month/technician

5. FreshService

A cloud-based ITSM and ITIL service desk, FreshService solution is packed with powerful asset management and ticketing capabilities apart from exceptional user experience.

Key features

• Change management
• Cloud management
• Knowledge management
• Ticket management
• Knowledge base
• Self-service portal
• Ease of use

Pricing

• Starter: Rs. 1399 per month/agent annually
• Growth: Rs. 3599 per month/agent annually
• Pro: Rs. 6999 per month/agent annually

6. Jira Service Management

A self-managed ITSM tool, Jira is a perfect service desk solution for any team size. It helps teams deliver efficient services related to issue/bug tracking and project management at good speed through its high-level automation capability.

Key features

• Time tracking
• File sharing
• Self-service portal powered by machine learning
• Performance reporting
• Knowledge/SLA/Issue management

Pricing

• Free trial version: 7 days
• Standard: Rs. 558 per month
• Premium: Rs. 1098 per month

7. Zendesk

Zendesk ITSM software facilitates better customer relationships through a single platform via multiple communication channels such as phone, email, chat, and social media. This help desk platform helps create more productive and meaningful relationships with customers.

Key features

• Self-service portal
• Social media integration
• SLA/Ticket/Knowledge base management
• Online forums

Pricing

Rs. 1368 per month

8. Cherwell

Cherwell service management software is a comprehensive suite of project portfolio management tools, including resource management, budget management, and requirements management. This ITSM tool is designed for organizations looking to reduce overheads in software license spending and IT and software audits.

Key features

• Dashboard
• Portfolio management
• Status tracking
• Milestone tracking
• Resource management
• Collaboration

Pricing

Rs. 10800 per month

9. BMC Software

BMC software helps clients gain visibility and control over their assets and value. This cloud-based asset management ITSM solution helps maintain businesses maintain compliance and unlock their true potential.

Key features

• Analytics and Reporting
• Document management
• Asset management
• Ticket management
• Asset sharing

Pricing -On request

10. ServiceNow

ServiceNow ITSM tool is a robust solution to manage your IT service management practices. It helps to enhance your team’s performance, minimize IT expenses, and improve the availability of business services.

Key features

• Problem management
• Change management
• Release and deployment management
• Incident management
• IT asset management
• Low cost
• Ease of configuration

Pricing

$100 per user per month

11. NinjaOne

This cloud-based ITSM solution is ideal for small to large businesses for their needs in asset management, license management, patch management and so on. This remote monitoring platform allows for customization, automation and scripting

Key features

• Anti-virus
• Remote access
• Network diagnosis
• Software management
• Internet use monitoring

Pricing – On request

12. SysAid

This ITSM, Help Desk, and Service Desk software integrates all essential tools to analyze and optimize IT performance. Its rich set of features, including asset management and other easy-to-use tools, can help deliver superior service and streamline IT tasks.

Key features

• Access control
• Inventory management
• SLA management
• Workflow automation
• Real-time monitoring
• Reporting

Pricing: On request

13. Zoho Assist

Zoho Assist offers a simple and hassle-free user interface that helps users connect to remote computers anywhere in the world.  

Key features

• Incident management
• Access control and Permissions

Pricing

• Free trial
• $12 per month

14. SolarWinds Service Desk

SolarWinds Service Desk is a cloud-based ITSM software providing asset and enterprise service management capabilities for small to large businesses.

Key features

• Prioritize and organize service tickets
• Reports and dashboards
• Self-service tools
• Change management
• Knowledge base

Pricing

• Team: $19 per month
• Business: $39 per month
• Professional: $69 per month

15. Topdesk

Topdesk is a cloud-based or on-premise, modular ITSM service desk and asset management software for enterprises of all sizes.

Key features

• Self-service tools
• ITSM reports and dashboards
• Prioritize and manage service tickets
• Incident and problem management

Pricing

• Free trail
• Standard: $22.05 per agent/month
• Premium: $49.35 per agent/month

16. Ivanti Neurons for ITSM

Ivanti Neurons ITSM allows for flexible deployment either on the cloud, on-premise or in a hybrid manner.

Key features

• Self-service tools
• ITSM reports and dashboards
• Prioritize and organize service tickets

17. Microsoft System Center

Microsoft System Center comprises of a suite of IT management tools for network monitoring, updating, data protection and backup.

Key features

• Application deployment
• Single destination for all infrastructure needs
• Easy on-boarding and off-boarding of devices and users

Pricing

• On-premise Standard: $1323 per month
• On premise Datacenter: $3607 per month

18. HubSpot

HubSpot’s easy to use customer service ITSM can connect to HubSpot’s CRM platform to help deliver exceptional service and get in more customers for medium to large organizations.

Key features

• SLA management
• Knowledge management
• Incident management
• Service configuration management

Pricing

$40 per month

19. Symphony AI

This AI-powered ITSM tool can streamline enterprise service workflows through a centralized service portal where users can find what they need easily.

Key features

• Self-service
• Unified service portal
• Digitization of work processes through AI
• Automation of repetitive tasks

Pricing: On request
           
20. ManageEngine ServiceDesk Plus

ManageEngine Service Desk Plus is a web-based asset/project management and help desk software.

Key features

• Easy to us
• Integrates asset tracking, ticketing, project management, purchasing, knowledge base and contract management in a single package.
• Low cost

Pricing

Starting price is Rs. 576 Technician/Month

The basic features you must look for in ITSM tools are:

• Incident management to quickly track, log and resolve incidents and record them for future reference.
• Change management to streamline the processes of drafting, testing, and implementing any change in IT services.
• Asset management to keep track of software and hardware assets to ensure appropriate inventory control.
• A Service Catalog that determines and publishes a list of IT services available to users to enable smooth request submission.
• Automation capability to automate mundane tasks such as software updates or password resets to reduce manual effort and minimize human errors.
• Reporting and analytics capability to track performance, identify issues and obtain actionable insights.
• Self-service portals that empower users to resolve issues on their own saving the time of IT teams.

How to find the Right ITSM Tool for Your Business

Choosing the right IT service management tool for your business is vital to enhancing operational efficiency and service delivery. The appropriate ITSM software can reduce costs, streamline processes, and improve customer service. You must take into account the features, functionality, and scalability before choosing the ITSM tool for your business. Since there are a variety of ITSM tools in the market, here are some tips for choosing the right one for your organization:

1. Understand your ITSM requirements

Before selecting your ITSM tool, it is crucial to understand your business needs or unique requirements. You must consider what services are needed and how can a particular ITSM solution fulfil them. You must analyze questions like who will be using the tool, what business outcomes do you want to achieve, and what are the missing features in the existing tool?

2. Features and Functionality

You must take time to research the features and functionality of the ITSM solutions to determine the best one for your business. The tool must handle common service management tasks such as service requests, problem management, incident management, etc.

3. Usability and configuration

The ITSM solution must have superior user experience features in terms of design and ease of use. The configuration options must be clear and easy to deploy. An effective GUI-driven software can make it easy for administrators to customize their workflows.

4. Cloud-based or On-premise

You must decide if you want to go for a cloud-based system or an on-premise ITSM solution for your business. While on-premise systems are perfect for businesses that need a high level of control over their operations, cloud-based systems are for those who need to access data from around the globe.

5. Cost

You must evaluate the pricing of each ITSM solution and choose a provider that offers the most cost-effective one.

The Final Word

Trust Wolken to transform your IT Service Management through its rich suite of ITSM solutions on a centralized cloud platform to help digitize, streamline, and automate your business processes. You can track and respond to issues in real-time and fix them before they escalate to become a large-scale setbacks. You can mitigate risks, minimize disruption to business operations, and resolve service requests at lightning speed with Wolken’s feature-rich ITSM platform.