The Best ITSM Tools

Finding the right IT Service Management (ITSM) tool is by far no easy task. The tool must be able to manage assets, handle tickets, but most importantly provide better business performance through the use of technology.

We’ve taken the guesswork out of finding the best ITSM tools, and have narrowed it down to our top nine.

Here’s our top list of the ITSM Tools:

1. Syncro EDITOR’S CHOICE This SaaS package provides all of the software that a managed service provider needs in order to operate. This includes systems to run the business as well as services needed by technicians in order to support clients. The cloud platform includes storage space for metrics, logs, and patch installers. Get a free trial.
2. Atera (FREE TRIAL) A remote monitoring and management system that is designed for use by managed service providers and is delivered from the cloud. Start a 30-day free trial.
3. N-able N-sight (FREE TRIAL) A great option for MSPs who are looking to manage and customize their service for a multiple clients. Get a 30-day free trial.
4. SuperOps PSA (FREE TRIAL) This SaaS package is delivered from the cloud and provides a framework for service management that is centered on a ticketing system. Access a 14-day free trial.
5. NinjaOne (FREE TRIAL) This SaaS platform is a remote monitoring and management package that includes IT asset discovery, documentation, and management. Access the 14-day free trial.
6. ManageEngine ServiceDesk Plus (FREE TRIAL) Combines workflows and automation for optimal service desk efficiency. Download a 30-day free trial.
7. SysAid  This ITSM package was designed along ITIL lines and is available in three plan levels. Offered as a SaaS package or for installation on Windows Server or Linux.
8. SolarWinds Service Desk Allows for fast implementation and can easily scale within large and growing service desk environments.
9. ServiceNow IT Service Management Uses predictive intelligence to assist technicians with repetitive tasks.
10. Jira Service Desk Flexible ITSM with a focus on simplicity.
11. Freshservice Clean UI, ideal for those who are nontechnical.
12. Spiceworks Help Desk Provides the basic ITSM tools for small help desk teams.
13. Kaseya BSM Integrates with the Kaseya suite of MSP tools.

The Best ITSM Tools:

1. Syncro (FREE TRIAL)

Syncro provides all of the software that a managed service provider needs. This includes a professional services automation (PSA) package with tools to run the MSP, a remote monitoring and management (RMM) bundle of tools for use by technicians while supporting the systems of clients, and a remote access tool from Splashtop.

Key Features:

• Autodiscovery  
• Network monitoring with SNMP
• System management automation scripts
• Patch management  
• A Help Desk ticketing system

The Syncro package is delivered from the cloud and its console can be accessed through any standard Web browser. An account includes a range of dashboards and the administrator dashboard enables the creation of sub-accounts, which keep the data of each client separate. The administrator can also create user accounts for MSP staff and allocate roles to each.

The package includes a Help Desk ticketing system. This has screens for team managers who can set up a ticket routing algorithm to allocate work to each technician. The manager dashboard also shows productivity data per technician, progress on tickets, and deadlines imposed by service level agreements.

The technician dashboard includes a list of allocated tasks with their deadlines. The console also gives access to a chat facility for communicating with users and a remote access service, which enables troubleshooting and solution implementation. The service also includes a task scheduler that can run patch and maintenance tasks.

Syncro offers a library of task automation scripts. The script launcher in the package can run PowerShell, VBScript, Mac, and batch scripts. Many of these are provided by other MSPs that use the Syncro system and it is possible to write your own.

As Syncro is a cloud platform and there is only one plan. The package is charged for at a rate per technician which makes it suitable for MSPs of all sizes.  You can examine the package by accessing a free trial.

2. Atera (FREE TRIAL)

Atera is a platform of tools for managed service providers (MSPs). The list of services is divided into two categories: professional services automation (PSA) and remote monitoring and management (RMM). The SaaS system is multi-tenanted, so each account holder can set up sub-accounts to hold the data of each client.

Key features:

• Task automation
• Contract management and SLA tracking
• Remote monitoring and management

The PSA package provides a ticketing system, which is great for udder communication and technician supervision. With the ticket routing service, a team manager can ensure that all support operatives are fully occupied and it is possible to track tasks to ensure that they are resolved in a timely manner. The Atera system automatically implements SALA tracking and timesheet creation to assist billing.

The RMM category of tools watches over all assets for a client and also performs automated maintenance tasks. The bundle includes a patch manager that can update Windows and macOS automatically. Technicians can also use the patch manager to launch software installations and updates and implement scheduled, unattended maintenance tasks.

Pricing starts at $129 per technician. You can assess the Atera platform with a 30-day free trial.

Atera Start 30-day FREE trial

3. N-able N-sight (FREE TRIAL)

Running a single IT department can be challenging, running an IT department for dozens of clients can seem daunting. However, with the right combination of tools, it doesn’t have to feel impossible. N-able focuses all of its attention on providing an ITSM solution that can scale across all of your clients, no matter how different or complicated each of them is.

Key features:

• In-depth automation
• Over 200 app integrations
• Multi-platform
• Cloud-based

N-able N-sight does this by combining key elements into a single management platform.

N-able can provide:

• Backup and recovery
• Remote support
• Asset monitoring
• Mail security and archiving
• Automated threat monitoring
• Ticketing and PSA

Managing these services under a single platform allows you to not only simplify your business but also position your MSP for growth knowing your team has the capacity to take on new clients quickly and efficiently.

N-able has features that are similar to SolarWinds Service Desk, but it provides a more comprehensive and holistic ITSM solution for larger, more established MSPs. Agents can be deployed to monitor and pull data across Linux, Windows, or macOS environments making this an ideal tool for supporting diverse organizations.

All of this functionality is hosted in the cloud and provided as a SaaS, meaning you don’t have to worry about maintaining and patching your own N-able server on-premises. This product makes for a great ITSM for companies who are either missing key features in their current solution or are completely missing core services such as asset monitoring or automated threat monitoring.

You can test out N-able N-sight and all of its features completely free with a 30-day trial.

N-able N-sight Start 30-day FREE trial

4. SuperOps PSA (FREE TRIAL)

SuperOps PSA is a package of professional services automation tools that provide a framework for IT service management. The full complement of tools is specifically directed for use by managed service providers. However, an IT support department that operates as a cost center could also use it. The SuperOps cloud platform also offers an RMM package, which provides tools for remote monitoring and management – systems that each technician would use.

Key features:

• Ticket routing automation
• User-technician communication channel
• Automated billing

The framework provides a self-service portal where users can raise service requests. This generates a ticket – an email will also do this. Tickets are routed to a technician console through a series of “runbooks” and queued for attention. The request as written by the user is displayed on a chat screen. Technician replies in the screen are converted into emails behind the scenes for delivery to the user.

Tickets can be merged, split, rerouted, or forwarded. The SuperOps system keeps track of SLA deadlines and generates billing information based on the contribution of each technician to each ticket, which might involve different charge rates. Technician productivity statistics are available for team leaders and there is also a timesheet-generating feature.

The SuperOps PSA package provides different consoles for technicians, team leaders, and administrators. The administrator sets up individual accounts, which enables all actions on the service requests to be identified to a person.

The SuperOps platform offers subscription plans for the PSA and RMM packages. There are also two plans that provide both. You can get a 14-day free trial of both packages.

SuperOps PSA Start 14-day FREE Trial

5. NinjaOne (FREE TRIAL)

NinjaOne is a remote monitoring and management package that is presented as a SaaS package and provided for managed service providers (MSPs). The package has a multi-tenanted architecture, which means that an MSP sets up a sub-account in the NinjaOne system for each of its clients.

Key features:

• Automated asset inventory creation
• Security Protection
• Help Desk system

The RMM discovers all devices on a client account and compiles a hardware inventory. The system is able to collect information on network devices, servers, workstations, and mobile devices. The system then scans each device and compiles a software inventory. With these two databases, the NinjaOne system is able to provide an IT asset inventory that forms the basis of ongoing IT asset management for each client of an MSP simultaneously.

NinjaOne’s asset management processes include security protection through endpoint AVs and activity monitoring. The system also provides patch management for each endpoint’s software inventory.

The RMM provides a self-service portal for users that can include a knowledge base. This is where users raise tickets for Help Desk assistance. The ticketing system provides a task management service for the IT support team. The platform also provides tools that enable technicians to access endpoints remotely for troubleshooting.

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The NinjaOne platform of RMM tools, including the ticketing system can be assessed with a 14-day free trial.

NinjaOne Start a 14-day FREE Trial

6. ManageEngine ServiceDesk Plus (FREE TRIAL)

ManageEngine ServiceDesk Plus helps bring clarity and organization for MSPs through its feature-rich ITSM features. ServiceDesk is designed to help transform help desks from being a ticket churning machine to a proactive IT command center. ServiceDesk Plus is currently in use by over 100,000 help desks across the globe.

Key features:

• SLA reporting
• Both cloud-based and on-premises options
• Flexible automation templates

The platform brings clarity to overwhelmed support teams by prioritizing events automatically and streamlining day-to-day routines. Activities like creating, deleting, and disabling Active Directory (AD) accounts can be done quickly through a single click inside the ServiceDesk Plus dashboard. Patch installation and software deployment can be scripted, and even placed in templates to suit each client’s specific needs.

A feature called Workflows can automatically apply configurations, launch a script, or create a ticket based on a nearly limitless number of variables. For example, you can build a workflow that automatically adjusts the Active Directory security group memberships when it detects that a user has left or moved departments.

ServiceDesk Plus also offers incident response templates that technicians can apply to their tickets. These templates can autofill responses, add internal notes, and even prompt to launch automation to remedy the problem. All of these features combined help make for a more efficient NOC, and happier end users.

If you already use a ManageEngine product, ServiceDesk Plus integrates seamlessly with other ManageEngine tools like ADManager, OpManager, Analytics Plus, and Endpoint Central.

You can test out ServiceDesk Plus on a fully functional 30-day free trial.

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7. SysAid

SysAid is an ITSM package that is designed to ITIL standards. The service is available as a SaaS platform or your can choose to get the software package and install it on Windows Server or Linux.

Key Features:

• ITIL templates
• Help Desk ticketing
• Management reports

The platform covers Request Management, Change Management, and Problem Management processes. The Request Management system starts with a self-service portal for users. This is a template and when you set it up, users can access solutions in a knowledge base to solve their own problems.

The portal also includes a chat facility and a form to raise a request. The ticketing system can be automated to route new tickets to technicians. The package includes a manager dashboard and a technician dashboard. Tools for technicians include a remote access utility that also provides remote desktop and remote control systems.

The SysAid package provides integration with project management, collaboration, and accounting packages and higher plans allow workflow automation, which helps with Change management. The service also allows SLA management for service deadline management and integration through to billing systems.

You can check out the SysAid package with a 30-day free trial.

8. SolarWinds Service Desk

When it comes to delivering a top tier ITSM tool, SolarWinds Service Desk sets itself apart from the crowd. Through the combination of help desk and asset management features you’ll be able to streamline your managed service offerings and create predictable outcomes for your customers.

Key features:

• Cloud-based
• Proactive threat detection
• AI-powered search features
• Knowledgebase support

The SolarWinds Service Desk platform is cloud-based, so it’s ready in minutes, not hours. This provides out of the box templates and frameworks that are built directly from ITIL standards and best practices.

A simple yet sleek design keeps the help desk area clutter-free and allows your technicians to easily focus on high priority tasks, without stripping out any important features. Tickets can be automatically routed to specific groups or individuals based on priority, clients, or any number of customizable variables you wish to set.

To help get issues resolved faster, knowledgebase articles are pre-populated right under the new ticket. By leveraging AI to scan new tickets, the Service Desk can determine which knowledge base article is likely to be the most helpful, and result in a closed ticket. The predictive text search feature also helps guide technicians to the correct resources, resulting in faster resolutions, and happier customers.

Automation is a large part of the SolarWinds Service Desk offering and allows for a wide variety of solutions to be crafted through its REST API and many third-party integrations. Through simple deployment network devices can integrate and check in with the Service Desktop platform, allowing you access to a devices performance metrics as well as the ability to track devices on a per-ticket basis.

SolarWinds Service Desk comes in four different pricing tiers, but to leverage the full ITSM functionality you’ll need at least the Professional plan. You can try out any of the Service Desk plans through a free 30-day trial.

9. ServiceNow IT Service Management

ServiceNow IT Service Management is an ITSM tool that focuses heavily on metrics like capacity planning and cost tracking. If gathering business intelligence is at the forefront of your ITSM needs, ServiceNow aims to fill those needs.

Key features:

• Cost tracking
• Templates and frameworks
• Predictive Intelligence

ServiceNow leverages AI in a few unique ways which help it stand out from other competitors in the ITSM tools market. One notable feature is the Predictive Intelligence Workbench, which puts the power of machine learning to work for your help desk with no coding or configuration needed. Predictive Intelligence comes with a series of templates and dashboards that are designed to work out-of-box with little effort.

The AI can promote relevant action and content based on the context of the current ticket as well as help identify major incidents before they spiral out of control. This same feature can be used to help spot patterns and trends that might otherwise be missed, helping highlight bigger picture problems across your organization.

On the management end, assets can be tracked not only from a technical perspective but from a business perspective as well. By assigning values to devices, machines, time, and services, you can get an accurate picture of metrics like your total cost of ownership and asset lifecycle. These reports are built to help reduce wasted resources and assign a tangible value to each of your devices, contracts, and services

ServiceNow currently does not provide a demo, nor does it make its pricing public. If you think ServiceNow might be a good fit you can sign up to view an interactive demo.

10. Jira Service Desk

Jira Service Desk is a flexible cloud-based ITSM tool that focuses on simplicity and out-of-the-box processes. When you first set up Jira Service Desk you’re already configured using ITIL best practices and can use this foundation as a starting point to fine-tune the platform exactly how you’d like.

Key features:

• Post-incident response
• CSAT reporting
• Ticketing automation

The Jira platform also has the ability to store ticket resolutions as part of knowledgebase articles for faster ticket resolutions. After a ticket is resolved, you can configure Jira Service Desk to ask the user how your team did. This rating can be reviewed over time and incorporated directly into SLA or CSAT reports.

The status of tickets as well as their solutions can be automated from the Jira desk. This helps cut down dramatically on manual tasks that increase ticket time. Escalations and prioritization can also be automated based on time, status, workload, and availability of other staff.

Incident management is approached in a unique and proactive way. In Jira, incidents can be closely monitored and automation can send alerts through multiple channels to notify other team members of a breached resolution or specific type of problem. When the issue is resolved you can schedule a post-incident review to help identify what went wrong.

The post-incident reviews can playback exactly what happened and help highlight key areas of improvement in your help desk. If your company has stakeholders, Jira offers an add-in called Confluence, which records the planned improvements and documents them for you to share with investors.

Jira Service Desk has a transparent three-tier pricing system that allows up to three agents and some of its features for free. At the premium tier, three agents will cost you $1200 (£927.82) per year.

11. Freshservice

Freshservice is a cloud-based ITSM tool that focuses on taking the complexity out of your help desk without limiting your technicians’ ability to be efficient. If you manage a high ticket volume environment, having features like canned responses and internal process automation can shave off countless wasted hours of your team’s time.

Key features:

• Intuitive UI
• Detailed reporting
• Simple workflow automation

While traditional ITSM tools require coding and lengthy scripts to use automation, Freshservice takes a simple drag-and-drop approach for creating workflows and automated actions. These look like flowcharts and allow for any manager or technician to improve their performance, no matter their technical ability.

Tracking KPIs and SLAs are done through the dashboard tab which can be completely customized. Technicians can toggle to the tab to see their individual performance as well as how they are doing as a team, tracking metrics such as hours logged, tickets closed, and pending resolutions.

On the management side, you can view and breakdown performance metrics on a team or individual level. Dashboards can be assigned permissions and access just like many of the other features inside of Freshservice. All dashboards are modular and don’t require any knowledge of query language to configure.

The entire platform was built in a way that would require no training to use. While there are extensive support options and documentation available, Freshservice has this unique ability to seem completely intuitive, even for those who are in non-technical roles.

Pricing for Freshservice comes in four plans with the most basic tier starting at $19.00 (£14.69) per agent, per month. However, most MSPs managing more than a few clients will need the $79.00 (£61.08) plan to fully benefit from all of Freshservice’s features.

12. Spiceworks Help Desk

Spiceworks Help Desk is a free cloud-based help desk ITSM tool that is best suited for smaller teams and MSPs who are in their early stages of growth.

In Spiceworks Help Desk teams will be able to leverage all of the key tools that make help desks function effectively. Flexible and fully customizable dashboards give your team the ability to view the current status of your NOC, as well as compare those metrics to the previous day or month.

Key features:

• Detailed reporting
• Team calendar
• Customizable ticket portal

Basic calendar scheduling ensures that your help desk is always on the same page. This is especially useful for smaller teams who need to schedule on-site requests around the availability of other team members. Non-priority tickets such as upgrades can be planned and balanced across a group calendar to ensure all tickets are getting completed.

Remote desktop access is built right into the ITSM, this helps speed up the workflow and allows for quick remote access directly from the newly submitted ticket. User portals can also be created giving end-users a clear path to submit tickets and view their progress without sending in additional emails and taking time away from your service team.

Spiceworks Help Desk is a great free option for small budget-strapped help desks. Teams using Spiceworks may find the need to move on to a paid platform as their demand for automation and asset management increases with their size.

13. Kaseya BMS

Kaseya BMS is a cloud-based ITSM that is part of a larger suite of Kaseya products that can be used for both MSPs and in-house IT departments.

The Kaseya BMS platform provides all of the basic ITSM functions you would expect such as asset management, process automation, and incident alerting. However, the power behind Kaseya comes from its extensive integrations into both Kaseya and third-party systems.

For example, Kaseya VSA can integrate seamlessly with BMS to merge both ticketing and reporting with remote management and asset tracking. This integration also can execute VSA scripts and agents automatically for auto-remediation.

On the administrative side, BMS can track and record ticket times and import those directly into Quickbooks for invoicing. If your shop operates on fixed project pricing those tasks and projects and also be automatically applied to a client’s invoice for billing.

If your company is looking for an ITSM tool with robust financial features, you can test out Kaseya BMS through a 14-day free trial.

Choosing an IT Service Management Tool

ITSM tools need to check a lot of boxes to truly bring value to an MSP environment. We’ve narrowed down the top nine ITSM tools, but which one is best for you?

For medium to large-sized MSPs and IT departments, SolarWinds Service Desk will be your best option. By combining ITIL best practices in a done-for-you way, SolarWinds Service Desk allows any sized service department to start leveraging its features almost instantly.

For smaller budget restrained departments SpiceWorks Help Desk offers a great free way to get started processing tickets and managing technicians tasks. You may find that as your business grows, so will your need to find a more robust ITSM tool.

Does your business use an ITSM tool? What features are most important to you? Let us know in the comments below.