13 Best ITSM Toolset and Software for 2023

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18th Apr, 2023
13 Best ITSM Toolset and Software for 2023

IT service management (ITSM) is a strategy for integrating business processes with IT services. It is focused on aligning IT operations and services with corporate goals to help a company flourish. 

Several IT service management software are on the market, making it challenging to select one. The following is a selected list of the best ITSM software, along with popular features and the most recent download links. This ITSM software category contains both ITSM software open source and ITSM software commercial products. 

What Is Information Technology Service Management (ITSM)?

The IT Service Management Process refers to designing, supplying, managing, and updating the IT services that a firm provides to its end consumers (ITSM). 

ITSM practices are crucial to the customer journey and operational efficiency inside the organization since they are how IT teams manage the end-to-end delivery of services to the client. ITSM may also improve the employee experience by automating unnecessary operations and streamlining the process.

The online IT Service Management Courses with certificates help to understand the ITSM skillfully. 

ITSM Tool Criteria

What features should IT service management software have? As an IT manager, you should look for ITSM technologies that cover the ITIL Service Operation and ITIL Continual Service Improvement themes. Throughout this study, you will discover tool packages that cover all these issues and help you with your operational obligations.

Here are the criteria on which the ITSM free software in the market is evaluated using the following alternatives: 

  • Asset discovery techniques that are automated and compile a device inventory. 
  • Scanning all devices' contents to create a software inventory. 
  • Management of software licenses 
  • Asset management across several sites 
  • Routines for updating operating systems. 
  • A free trial or money-back promise for a risk-free evaluation period 
  • The functions protected have a reasonable price.

Get to know more about key concepts of IT Service management

13 Best ITSM Toolset and Software

What is ITSM software? We will learn more about the top ITSM software suggested tools in this section.

1. SolarWinds Service Desk

SolarWinds Service Desk was created following ITIL principles. This is a cloud based ITSM help desk software that incorporates asset management tools and provides a centralized contact point for your Help Desk. 

Key characteristics include: 

  • Cloud-based 
  • Asset administration 
  • Automation of tasks 
  • Integrates with over 200 applications. 
  • Detection of danger 
  • It is designed for MSPs who follow ITIL standards. 
  • This is one of the most adaptable ITSM alternatives because of its variable price and cloud hosting. 
  • It is suitable for both small and big networks. 

2. Atera Helpdesk Software

Atera Helpdesk Software is part of the Atera package of services, which allows managed service providers to monitor, assist, and evaluate their clients' IT systems. Atera's remote monitoring and management (RMM) services enable continuous system monitoring with notifications for performance issues. Alerts are routed to Atera's professional services automation (PSA) module's ticketing system. 

Key characteristics include: 

  • Modules for RMM and PSA 
  • Architecture with many tenants 
  • Low initial investment 
  • Autodiscovery 
  • It has one of the nicest user interfaces. 
  • PSA is pre-installed and works seamlessly with the integrated ticketing system. 
  • Inventory management may automatically provide reports and alerts for broken hardware and issue tickets for proactive updates. 
  • It restores policies based on SLA or client. 

3. SuperOps Service Desk

SuperOps Service Desk is a SaaS platform designed for IT support teams working with MSPs. Although it was designed primarily for ITSM Help Desk software teams, it may also be used to operate development and maintenance systems.

Key characteristics include: 

  • System of ticketing 
  • Task and team management 
  • Cloud-based 
  • It is possible to utilize it to manage technician teams. 
  • Tickets can be generated in response to user inquiries or project needs. 
  • Progress tracking on each activity 
  • Advanced routing algorithms 
  • It is possible to convert a project plan into tickets and tasks. 

4. NinjaOne

NinjaOne, originally NinjaRMM, is a cloud-based platform that provides all of the ITSM tools that managed service provider support specialists require to maintain the systems of client sites. Because this system is offered via the cloud, it may be accessed via any ordinary Web browser from anywhere. There is no need to have a set of tools on-site, and professionals may even operate from home. 

Key characteristics include: 

  • Service for team management 
  • System management and monitoring 
  • Inventory creation and autodiscovery 
  • A technician teamwork scheduling scheme 
  • Each technician has their job list. 
  • Automated task distribution 
  • Queuing and allocation techniques that can be customized. 

5. ManageEngine ServiceDesk Plus

One of the functions mentioned in the Service Operation subject is the ITIL Service Desk software. ManageEngine ServiceDesk Plus Changes requests, maintenance contracts, service-level management, software licensing, configuration management, and availability management features, as well as the Help Desk's primary point of contact, are all handled by this function. 

Key characteristics include: 

  • SLA management ticketing system 
  • It is cloud-based. 
  • A powerful all-in-one platform for handling customer contracts, maintenance requests, and supplementary services. MSPs typically provide. 
  • Automatic asset detection keeps NOC teams updated on network scope and new devices. Cross-platform support works with Linux or Windows server distros. 
  • For faster onboarding, the product is available as a cloud service. 

6. N-able N-sight

They require complete insight into their clients' information systems, as well as the ability to track and audit every operation. As a result, technologies are designed to help MSPs make ideal ITSM service desk software. N-able is a market leader in the IT infrastructure monitoring business, and it has developed a Cloud-based suite of solutions that can be used by in-house IT departments as well.

Key characteristics include: 

  • Cloud-based 
  • MSPs can utilize this. 
  • Asset identification and inventory 
  • Asset administration 
  • It is intended to be an all-in-one package for everything an MSP would be, reducing the need for unwieldy multi-vendor solutions. 
  • PSA and SLA alerts and reporting that are robust. 
  • Provides optional RMM functions as a bonus. 
  • Support for Windows, Linux, and Mac OS allows for support of any sort of client. 

7. Freshservice

Freshservice is a cloud-based system administration platform designed for both internal IT departments and managed service providers. The tool comes in four editions and is distributed as modules. Each more costly version includes a greater number of modules. All versions feature all of the front-end channels required by an ITSM Help Desk to support user engagement. 

Key characteristics include: 

  • Self-service portal for cloud-based task automation 
  • One of the more user-friendly interfaces for ITSM solutions. 
  • Subscription and yearly price options are available. 
  • A self-service portal is included to assist minimize inbound tickets. 
  • For new employees, simple ticket creation is convenient. 

8. ServiceNow

ServiceNow IT Service Management is a cloud based ITSM tool that excels in cost tracking. It can be used as ITSM time series software which we can download for free.

Key characteristics include: 

  • Cloud-based Capacity Planning Assistance 
  • It is highly compatible with ITIL. 
  • Concentrated on assisting MSPs in tracking expenditures as well as tickets and technical difficulties. 
  • Provides an internal knowledge base as well as a forward-facing self-help resource for customers. 
  • Workflow automation aids in the fulfillment of tickets. 

9. Alloy Navigator

There are two tiers of Alloy Navigator. The most expensive package is Alloy Navigator Enterprise, which includes the whole ITSM toolset. If you do not want to commit to the entire ITSM software, Alloy Navigator Express is a less expensive option. 

Key characteristics include: 

  • On-premises or cloud-based software 
  • Asset administration 
  • Management of Change 
  • Contains seven distinct management parts created following ITIL requirements. 
  • On-premises or cloud-based solutions are available. 

10. SysAid

SysAid is an ITSM software solution with options ranging from ITIL Help Desk software to a comprehensive ITSM package. This system is accessible as a SaaS platform or as an on-premises software bundle. 

Key characteristics include: 

  • Cloud computing 
  • Ticketing system based on ITIL. 
  • Team management and asset management are provided. 
  • It is compatible with JIRA, Microsoft Teams, and Google Apps. 
  • Complete ITIL implementation 

11. InvGate Service Desk

InvGate Service Desk is an ITIL-compliant ITSM software that is accessible on-premises or in the cloud. Service Strategy, Service Design, Service Transition, and Service Operation are all covered by the ITIL service desk that went into the creation of the InvGate Service Desk. These criteria resulted in the incident management, issue management, change management, and request fulfillment software for the system. 

Key characteristics include: 

  • Cloud service or on-premises software 
  • ITIL-compliant 
  • SLA monitoring 
  • On-premises and cloud-based deployment options are available. 
  • Automation is extensively emphasized to increase TTR and assist MSPs in growing. 
  • Monitoring SLA goals work effectively right out of the box. 
  • The interface is basic but effective. 

12. Kaseya

Kaseya provides several technologies that are extremely beneficial to MSPs, including Kaseya VSA, which allows for remote monitoring and administration. Kaseya BMS supports all company IT support operations and includes professional services automation, which is particularly appealing to MSPs. 

Key characteristics include: 

  • Cloud-based knowledge base developer designed for MSPs. 
  • It has BMS and ITSM functionalities. 
  • focuses significantly on automation to assist MSPs in scaling. 
  • The built-in help desk works nicely right out of the box, with few modifications required. 


Vivantio is a SaaS software with four plan levels that executes ITSM functionalities. Because the package is multi-tenanted, it is appropriate for all sorts of enterprises of all sizes. The distinction between the four plans is difficult to distinguish since they all perform similar activities but, in more complexity, and volume in higher plans. 

Key characteristics include: 

  • Platform as a Service 
  • Every plan includes ITSM. 
  • SLA monitoring 

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Pros Of the Tool

There are various benefits of the ITSM software's which are accepted by the IT companies. Some of them are- 

  • Less operational cost 
  • More effective 
  • Increase productivity. 
  • Good service-customer experience 
  • Risk-free performance 
  • Improve accessibility. 

Tips For Selecting the ITSM Toolset

There are hundreds of softwares ITSM accessible in today's ever-expanding tool ecosystem. So, here are some recommendations regarding ITSM tool choices. 

  • Don't Begin with a List of ITSM Tools Available. 
  • Strive for a single corporate ITSM tool and ITSM process consistency. 
  • Determine which ITSM tool requirements are "must haves" and which are simply "good to have." 
  • Integrations with other IT and business systems should not be an afterthought. 
  • Appropriately Balance Your Requirements
  • Appropriately Balance Your Requirements
  •  Evaluate ITSM Tool vendors Based on Relationships 
  • Allow the actual users of the ITSM tool to have an important role in tool selection. 

Wrapping Up

IT service management tools provide automated incident management assistance. The advantages of process automation are numerous. Closed-loop IT solutions, like other administrative operations, save labor expenses, eliminate human error, and ensure that all information flows from one duty to the next. The best IT service management software also enables extensive event logging, which is useful for billing and proving SLA and data security compliance.

If you are a beginner who is committed to becoming an ITSM process manager and are looking for a place to initiate, KnowledgeHut online IT Service Management Courses with certificates can assist you in developing research skills and operating system expertise and becoming an eligible IT manager under the guidance of an experienced mentor. Now is the time to apply for UpGrad's ITSM certification! 


Mounika Narang


Mounika Narang is a project manager having a specialisation in IT project management and Instructional Design. She has an experience of 10 years 
working with Fortune 500 companies to solve their most important development challenges. She lives in Bangalore with her family.

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Frequently Asked Questions (FAQs)

1What are ITSM and ITIL?
  • ITSM (Information Technology Service Management) is the activity, or professional work, of managing IT operations as a service. 
  • ITIL (Information Technology Infrastructure Library) is a set of best practices that provide advice for ITSM but only covers the fundamentals 
2What is ITSM in simple terms?

IT service management (ITSM) is the process of managing the end-to-end delivery of IT services to clients by IT professionals. It covers the processes and activities involved in the design, development, delivery, and support of IT services. 

3What are ITSM products?

ITSM products assist infrastructure and operations (I&O) companies in managing IT service consumption, the infrastructure that supports IT services, and the IT organization's responsibilities in providing business value with these services.

4What is the ITSM example?

ITSM tools such as Kaseya, ServiceNow, NinjaOne, and Freshservice are examples of ITSM processes being aided by other system management technologies. 

5What are ITSM processes?

IT service management processes refer to the process of designing, supplying, managing, and updating the IT services that a firm provides to its end consumers. 

6What is the ITSM framework?

The ITSM framework defines the collection of procedures and practices required to manage and support information technology services.

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