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IT Service Management (ITSM) Software

ITSM stands for Information Technology Service Management. ITSM tools are IT software designed to manage all the IT services of a company.

IT Service Management (ITSM) : related categories

Our selection of 33 it service management (itsm) software

ManageEngine Servicedesk Plus

Comprehensive ITSM software for companies of all sizes

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4.4
Based on +200 reviews
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Paid version from $10.00 /month

ITSM software for streamlined service delivery, incident management, and asset tracking. Automate workflows and improve service quality.

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ManageEngine Servicedesk Plus helps IT teams manage service requests, incidents, and assets from a single platform. It offers customizable workflows, SLA management, a self-service portal, and more. By automating routine tasks and ensuring timely issue resolution, it helps teams improve service quality and reduce downtime.

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Benefits of ManageEngine Servicedesk Plus

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check ITAM

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Pandora FMS

Advanced monitoring and IT management on a single platform

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4.6
Based on +200 reviews
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Pricing on request

Comprehensive network monitoring solution with real-time alerts, customizable dashboards, and intuitive interface for easy management.

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Pandora FMS offers a wide range of monitoring capabilities including network devices, servers, applications, and virtual environments. Its real-time alerts and customizable dashboards provide insight into system health and performance. The intuitive interface simplifies management, making it easy to configure and deploy the software.

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Freshdesk

Customer experience and service simplified thanks to AI

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Paid version from $15.00 /month

Streamlines customer service with ticketing, automation, and multi-channel support.

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Freshdesk enhances customer support experiences with advanced ticketing functionality, automation tools for streamlining operations, and support across multiple channels. This platform enables businesses to manage queries more efficiently, improve agent productivity, and deliver personalized service. Its analytics feature assists in tracking performance and customer satisfaction levels. Ideal for companies looking to elevate their customer service game.

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Benefits of Freshdesk

check Transparent pricing

check Intuitive UI

check 24/7 assistance

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FootPrints

Comprehensive IT Service Management Solution

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3.5
Based on 136 reviews
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Pricing on request

Efficient ITSM software to streamline your service management processes and improve customer satisfaction.

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FootPrints offers a user-friendly interface, customizable workflows, and automation tools to enhance your IT service delivery. With its comprehensive reporting and analytics features, you can measure performance and identify areas for improvement. It also supports ITIL best practices, ensuring compliance and alignment with industry standards.

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Freshservice

Next-Generation IT Service Management Solution

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4.5
Based on +200 reviews
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Pricing on request

Streamline IT service management with powerful features for ticketing, asset management, and reporting.

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Freshservice's ITSM software offers a comprehensive solution for managing IT services. Its intuitive ticketing system allows for easy tracking and resolution of issues, while its asset management features help keep track of hardware and software inventory. Detailed reporting capabilities provide insights into team performance and resource utilization.

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Benefits of Freshservice

check Asset management

check Customer Service

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IT Service Management

Streamlined IT Service Management Solutions

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Pricing on request

Streamline IT operations with a powerful ITSM software. Automate workflows, manage assets, and resolve incidents efficiently.

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With ITSM software, you can centralize IT service management and optimize service delivery. Gain visibility into your organization's IT assets, automate ticket routing, and track SLAs. Resolve incidents faster with a knowledge base and problem management tools.

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LANDESK Service Desk

Optimize IT Support with Dynamic Service Desk

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Pricing on request

ITSM software for efficient management of IT services, automating processes and reducing response times.

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LANDESK Service Desk streamlines IT support, enabling users to easily report issues and track their resolution. The software includes a self-service portal, knowledge base, and automated workflows to increase productivity and optimize resources.

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Matrix42 Service Management

Advanced IT Service Management for Optimized Operations

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4.7
Based on 4 reviews
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ITSM software with powerful automation, self-service, and reporting capabilities to streamline service delivery and improve user satisfaction.

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Matrix42 Service Management helps IT teams automate service requests, approvals, and delivery, while empowering users with a self-service portal. The software also features robust reporting and analytics to measure KPIs and identify areas for improvement.

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OCTOPUS ITSM

Streamline IT Service Management with OCTOPUS ITSM

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Pricing on request

Streamline IT service management with powerful software. Automate workflows, track incidents, and improve communication with customers.

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The software provides a comprehensive set of tools to help IT teams manage their services efficiently. With features such as incident tracking, workflow automation, and customer communication, it simplifies the process of managing complex IT systems.

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GLPI Network

Optimize IT Asset Management with Top-Tier ITSM Solution

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Paid version from €19.00 /month

Streamline your IT service management with powerful software that helps you track assets, manage tickets, and automate workflows.

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With this ITSM software, you can easily manage your IT assets, track changes, and automate workflows. The software offers an intuitive interface, customizable dashboards, and flexible reporting options to help you gain insights into your IT operations.

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IWS air design

Innovative Air Design Software for Optimal Workflow

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Pricing on request

Streamline IT service management with powerful software that optimizes workflows, reduces costs, and enhances customer satisfaction.

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With intuitive dashboards, customizable workflows, and automated incident management, this ITSM software simplifies complex processes and improves service delivery. Its robust reporting and analytics tools provide real-time insights to help teams make data-driven decisions.

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SUMMIT

Elevate Project Management with Advanced Tools

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5.0
Based on 2 reviews
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ITSM software for streamlining service delivery and improving customer satisfaction. Automate workflows, manage assets, and track incidents.

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With SUMMIT, IT teams can easily prioritize and assign tasks, monitor SLAs, and generate reports. The software also offers a self-service portal and knowledge base to empower end-users.

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SysAid

ITSM Solutions: Automate Your Workflows

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4.5
Based on +200 reviews
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Streamline your IT processes with powerful ITSM software. Automate tasks, track assets, and manage incidents with ease.

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SysAid offers a comprehensive ITSM solution, providing a centralized platform for all IT needs. Boost productivity with automated workflows and customizable dashboards. Monitor and manage all assets in real-time, and quickly resolve incidents with a user-friendly ticketing system.

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Benefits of SysAid

check Increased efficiency and productivity

check Better communication and collaboration among IT teams

check Better visibility into IT operations and performance

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Kamatera

Cloud Services Provider

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4.9
Based on 12 reviews
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Paid version from $9.00 /month

ITSM software for streamlined operations, asset management, and service desk solutions.

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Kamatera offers a comprehensive ITSM software with features such as automated workflows, incident tracking, and asset tracking. The software enables easy ticket management, change management, and problem management. It also provides real-time reports to help monitor performance and optimize service delivery.

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Benefits of Kamatera

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Nexthink Act

Optimize IT Efficiency with Employee Experience Software

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Pricing on request

Streamline your IT service management with a powerful software designed for efficiency and user satisfaction.

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Nexthink Act simplifies your ITSM operations with real-time analytics and automation, ensuring quick issue resolution and improved end-user experience.

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Service Manager

Streamlined IT Service Management Solution

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4.7
Based on 10 reviews
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Pricing on request

ITSM software for managing IT services. Streamline workflows, monitor performance, and improve service quality.

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Service Manager simplifies IT service management with a centralized platform. Automate ticketing, asset management, and change management. Track SLAs and KPIs to optimize service delivery.

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BMC Helix ITSM

Cognitive service management for big companies

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4.0
Based on +200 reviews
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Pricing on request

Streamline IT operations with a powerful ITSM software that automates service requests, incidents and changes.

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BMC Helix ITSM allows IT departments to increase productivity and improve customer satisfaction by providing a single platform for managing all IT services. Its advanced automation capabilities help reduce manual work and ensure compliance with best practices.

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Client Management Suite

Streamline Your Operations with Client Management Tools

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Pricing on request

Streamline IT service management with this software. Automate tasks, track assets, and resolve incidents quickly.

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ITSM software enables businesses to track and manage IT services with ease. Features include automated tasks, asset tracking, and incident resolution. This software streamlines processes and improves efficiency.

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Openwork

Collaborative Project Management for Teams

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Pricing on request

ITSM software to streamline operations, automate workflows, and improve service delivery.

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Openwork offers a comprehensive suite of ITSM tools, including incident and problem management, change and release management, IT asset management, and service catalog. With Openwork, you can easily track and manage IT requests, automate service delivery, and improve communication with customers.

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Cherwell

Efficient IT Service Management Solutions

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Streamline IT service management with powerful software that enhances productivity and optimizes workflows.

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With this tool, you can automate routine tasks, manage incidents, and track assets to ensure efficient service delivery. Its user-friendly interface, customizable dashboards, and reporting capabilities provide real-time insights to help you make informed decisions. Plus, its flexible deployment options make it easy to integrate with your existing IT infrastructure.

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IT Service Management (ITSM) software: purchase guide

IT Service Management Software in 2025: Because Chaos Isn’t a Strategy

What is IT Service Management Software

IT Service Management (ITSM) software is what keeps your IT operations from turning into a fire drill. It’s the central nervous system for delivering, managing, and improving IT services across your organization—whether you're handling support tickets, managing user access, tracking assets, or automating routine tasks.

In short: it connects people, processes, and technology in a way that makes IT smarter—not just faster.

Modern ITSM software goes beyond the help desk. It covers the entire service lifecycle: from incident and problem management, to change requests, asset management, and service delivery optimization. Whether you’re a startup scaling fast or a global enterprise juggling thousands of users, ITSM is how you stay in control.

Why ITSM Software is a Game-Changer

Picture this: your employees can’t access an app. A server goes down. A new hire needs a laptop, permissions, and an email account—yesterday. Now multiply that by 50. Or 500.

Without ITSM software? That’s a recipe for bottlenecks, frustrated users, and IT burnout.

With ITSM software? It’s a streamlined process. Requests are tracked. Workflows are automated. Priorities are clear. Metrics are visible. Everyone knows who’s doing what, when, and why.

Here’s why it matters in 2025:

  • Remote work is here to stay. Distributed teams need consistent service delivery, no matter the location or time zone.

  • IT environments are more complex than ever. Cloud, on-prem, SaaS, hybrid—you need visibility across it all.

  • Security and compliance require precision. Managing access and auditing changes can’t be done in spreadsheets anymore.

  • The business expects more from IT. Faster response times. Smarter automation. Measurable outcomes.

ITSM software isn’t just about solving tickets—it’s about delivering value, building trust, and aligning IT with business outcomes.

How to Choose the Right ITSM Software

There’s no shortage of ITSM tools out there. The challenge? Finding one that fits your structure, your team, and your ambition. Here’s how to narrow it down:

Focus on scalability

Are you managing 50 requests a week or 5,000? Choose a platform that can scale with your business—without creating more complexity.

Prioritize automation

Repetitive tasks are productivity killers. Great ITSM software automates provisioning, approvals, incident routing, and more. If it saves your team clicks, it’s worth it.

Look for native integrations

The right tool connects seamlessly with your directory service (like Active Directory), endpoint management, HR systems, and ticketing tools.

Check for strong reporting and analytics

Can you track SLA compliance? Identify recurring issues? Surface bottlenecks? Good data means better decisions—and better service.

Don't underestimate usability

If your technicians hate the interface or your end users can’t submit a ticket without Googling it, it won’t get used. Clean UI = high adoption.

Plan for a smooth implementation

Even the most powerful platform can flop if the rollout fails. Look for vendors that offer guided onboarding, robust documentation, and flexible deployment options (cloud, on-premise, or hybrid). Also, consider how quickly your team can get up to speed. A good ITSM implementation should take weeks, not months—and should come with support every step of the way.

Top IT Service Management Software in 2025

Software Key Features Pricing Trial & Demo Best For
ManageEngine ServiceDesk Plus Incident management, change tracking, asset management, workflow automation, SLA support From $10.00/month ✅ Free version
✅ Free trial
✅ Free demo
Companies of all sizes looking to streamline support, track assets, and automate service delivery
ManageEngine ADManager Plus Active Directory user provisioning, bulk account management, permission automation, policy compliance From $595.00/year ✅ Free version
✅ Free trial
✅ Free demo
IT teams that need robust, automated control over user and group management
ManageEngine ADAudit Plus Real-time Active Directory auditing, access monitoring, user behavior alerts, compliance-ready reports Pricing on request ✅ Free version
✅ Free trial
✅ Free demo
Organizations with strict compliance needs and a focus on access security

Trends Defining ITSM in 2025

IT Service Management is no longer just about ticketing systems—it’s about business resilience, employee experience, and real-time operations. Here are the trends that matter most this year:

From reactive to predictive IT

Thanks to AI and machine learning, ITSM tools are shifting from “fix-it” mode to “prevent-it” mode. Predictive analytics can now flag issues before they escalate, allowing IT teams to intervene proactively. Think fewer downtimes, less firefighting, more planning.

Hyperautomation takes center stage

The automation trend isn’t slowing down—it’s accelerating. ITSM platforms now automate not only ticket handling but user onboarding, configuration changes, license renewals, and even compliance workflows. It’s not about eliminating people; it’s about freeing them to focus on strategic work.

Unified service management

IT is no longer a silo. Modern ITSM software increasingly connects with HR, finance, facilities, and operations to offer organization-wide service portals. The result: less tool sprawl, more cohesive support, and a better employee experience.

Experience is the new metric

SLAs are still important—but in 2025, companies are also tracking XLAs: experience level agreements. ITSM platforms now measure sentiment, satisfaction, and usability alongside resolution time. Because speed alone isn’t enough—how people feel matters, too.

Conclusion

ITSM software has evolved. It’s no longer just the engine behind IT support—it’s the driver of smarter operations, tighter security, and better employee experiences.

If your team is stuck in manual processes, chasing tickets, or lacking visibility, it’s time to modernize.

Because in 2025, IT service management isn’t about keeping the lights on—it’s about helping your entire organization run smarter, faster, and stronger.

IT Service Management (ITSM) softwares: Q&A

How does IT service management (ITSM) software work?

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ITSM software helps manage IT services by automating workflows, tracking incidents, and improving communication between IT and other departments. It can also assist in implementing ITIL best practices and creating service catalogs.

What features should I look for when looking for ITSM software?

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Look for features such as incident management, change management, problem management, asset management, and service level agreement (SLA) management. Also, consider integrations with other tools, customization options, and reporting and analytics capabilities.

What are the benefits of ITSM for my company?

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ITSM can lead to improved IT service delivery, increased efficiency and productivity, reduced downtime and costs, better communication and collaboration, and enhanced customer satisfaction. It can also help align IT with business goals and compliance requirements.

What are the best ITSM software options?

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Some of the top ITSM software options include ServiceNow, BMC Helix, Cherwell, Freshservice, and Ivanti Service Manager. Each has its strengths and weaknesses, so it's important to evaluate your specific needs before making a decision.

What are the free ITSM software alternatives I could try?

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Some free ITSM software alternatives include Spiceworks, OTRS, GLPI, and Zammad. Keep in mind that these may not have all the features of paid options and may require more effort to set up and use effectively.