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ITSM Tools
ITSM software, also known as Information Technology Service Management software, focuses on management of internal and external IT support. These applications guide IT organizations through the planning, design, development, delivery, and support of their services. ITSM solutions encompass such areas as Help Desk and IT Service. Read more Read less
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Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Unlock new levels of efficiency for your IT teams across every ITSM practice with the ServiceDesk Plus platform.
Learn more about ManageEngine ServiceDesk Plus
ServiceDesk Plus helps both IT and business teams support their critical services with its PinkVERIFY-certified ITIL practices, including incident management, problem management, service request management, and change enablement. In addition to strengthening your core ITSM workflows, ServiceDesk Plus brings advanced analytics, AI- and ML-powered predictions, and native integrations into ManageEngine's suite of IT apps, turning your service desk into an epicenter of IT management.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
HaloITSM is a centralized, all-inclusive Enterprise Service Management platform - the single pane of glass for your organization.
Learn more about HaloITSM
HaloITSM is a single, all-inclusive Enterprise Service Management solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best service to customers and employees alike.
HaloITSM will standardize your processes, deliver valuable analytics, and extend to the needs of any department within your organisation. Match your service delivery to the true needs of your business - present, and future.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Atera is the ultimate all-in-one remote IT management solution for MSPs, IT consultants and IT departments. Try Atera for free today!
Learn more about Atera
Atera’s all-in-one platform provides IT professionals with various integrated solutions that help them get access, visibility, and control over daily IT work. This includes Remote Monitoring & Management, Helpdesk, IT Automation, Ticketing, and Reporting – all under one roof. Our pay-per-tech model allows IT teams & MSPs to optimize and scale operations across unlimited devices, while reducing menial tasks so they can focus on the work that matters most.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution with lower TCO.
Learn more about InvGate Service Desk
InvGate Service Desk is a modern ITSM solution built for ITIL-certified support centers of all sizes, with a particular eye on business process and standards compliance. It includes a powerful workflow builder that helps automate complex processes and efficiently move tasks between stakeholders. It supports service level agreement (SLA) management and incorporates gamification features to help incentivize support agents.
Learn more about InvGate Service Desk
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
The N-able N-central® remote monitoring and management platform is designed to make managing complex IT networks simple.
Learn more about N-central
N‑central® RMM (Remote Monitoring and Management) gives you the power to automate, monitor, manage, and secure all your environments at scale. Gain control and manage Windows, Mac, Linux, network devices and more from a centralized location. Integrate into your tech stack to build the best-in-breed solution set for Managed Service Providers and IT departments.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
NinjaOne is the leading unified IT operations platform, providing a seamless and single-pane solution.
Learn more about NinjaOne
NinjaOne is the leading unified IT operations platform, providing a seamless, single-pane solution to manage endpoints, support end-users, and deliver IT services. Ninja reduces complexity, drives technician efficiency and gives IT teams full control over managed IT assets. The platform gives IT teams proactive monitoring, remote management, patch management, software management, IT asset management, backup, and more - all in one unified solution with a fast, modern, intuitive interface.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
GitLab DevSecOps platform enables software innovation by empowering development, security, and operations teams to build better softwar
Learn more about GitLab
GitLab DevSecOps platform enables software innovation by empowering development, security, and operations teams to build better software, faster. With GitLab, teams can create, deliver, and manage code quickly and continuously instead of managing disparate tools and scripts. GitLab helps teams across the complete DevSecOps lifecycle, from developing, securing, and deploying software.
Learn more about GitLab
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
ITAM Software: Track complete hardware & software asset life-cycles, licenses, contracts, certificates, renewal reminders, and more!
Learn more about Device42
Device42 is the most comprehensive discovery system for Hybrid IT available today. Continuously discover, map, and optimize infrastructure and applications across data center and cloud environments. Device42 intelligently groups discovered workloads by application affinities, dramatically reducing the effort required to create move groups, capturing all communications. Customers across 60 countries use these capabilities to manage and modernize their IT infrastructure and application landscapes.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Boost efficiency, speed up troubleshooting and eliminate bottlenecks for your IT team using our ITSM software. Try It Free!
Learn more about AssetSonar
Turbocharge Zendesk or Jira IT service management with fully integrated IT asset tracking. Accelerate issue resolution, reduce downtime, and improve productivity by tracking IT hardware assets and software licenses in a unified system – available directly from within your Zendesk or Jira environment. Get complete visibility with asset lifecycle management, purchase orders, usage optimization, and more. Out-of-the-box integrations with Zendesk, Jira, SCCM, Intune, Kandj and JAMF. Try it for free.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Service management requires complete asset visibility. Streamline operations with asset tracking trusted by thousands of organizations.
Learn more about EZOfficeInventory
Turbocharge Zendesk or Jira IT service management with fully integrated IT asset tracking. Accelerate issue resolution, reduce downtime, and improve productivity by tracking IT hardware assets and software licenses in a unified system – available directly from within your Zendesk or Jira environment. Get complete visibility with asset lifecycle management, purchase orders, usage optimization, and more. Out-of-the-box integrations with Zendesk, Jira, SCCM, Intune and JAMF. Try it today for free.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Zendesk offers the industry leading customer service solution.
Zendesk offers the industry leading customer support solution. On average, it increases customer satisfaction by 25% and agent productivity by 30% at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster.
Learn more about Zendesk Suite
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University, and DHL.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Zoho Assist provides a simple and straight forward user interface to connect to remote computers anywhere on the globe.
Access your computer or mobile device from anywhere, anytime using Zoho Assist; your one-stop solution for remote support, screen sharing and unattended access. Get started today with one of the industry's most secure, reliable and affordable software. Requires no prior installation. Cross-platform support available. Works across devices. Supports all major web-proxies and firewalls.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
The customer support platform that ensures you understand customer needs, get to the root of their issues, and increase their happiness
TeamSupport's customer-centric Support platform empowers businesses to do much more than just ticket management.
Through extensive customer management tools, which include account trend analytics, satisfaction scoring, and more, Support enables you to understand your customers better - rather than only focusing on the ticket. This leads to improved customer relationships that enable you to grow your revenue, increase customer happiness, and reduce churn.
Learn more about TeamSupport
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Save time and reduce costs with innovations that reimagine your customer relationships.
Service Cloud, the customer service platform for business of all sizes, empowers every service employee from the contact center to the field with innovative tools, unified data, and embedded training needed to deliver world-class customer service that drives customer satisfaction. Across every channel whether its messaging, communities, chat, phone, in-person, or IoT signals, Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, and trusted.
Learn more about Salesforce Service Cloud
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
On-prem & cloud-based unified endpoint management and security tool that helps manage organization endpoints from single console.
Endpoint Central is a unified endpoint management solution that helps in managing servers, laptops, desktops, smartphones, & tablets from a central location. Using either an on-premise or a cloud-based UEM allows you to automate regular endpoint management routines like installing patches, deploying software, imaging & deploying OS, manage mobiles & BYOD devices, remote troubleshooting, modern management & much more! It also has a mobile app that allows you to manage endpoints anywhere, anytime!
Learn more about ManageEngine Endpoint Central
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
SolarWinds Service Desk is a highly rated ITSM solution that helps IT teams resolve issues quickly and deliver faster, smarter services
SolarWinds Service Desk (previously Samanage) is an award-winning, highly rated ITSM solution. ITIL-compliant and powered by smart technology like AI, automations, and live chat, our service desk helps you achieve faster ticket resolutions, improve SLAs, and gain better visibility into your overall technology infrastructure. With SolarWinds Service Desk, you can deliver exceptional service experiences and drive better business outcomes.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation
Freshservice is an intelligent, right-sized ITSM solution that delivers exceptional employee experiences with an intuitive, scalable, no-code solution. With its state-of-the-art AI and ML capabilities, Freshservice helps organizations ease an IT agents workload and improve their productivity by automating mundane tasks. In addition to its AI capabilities, Freshservice is flexible and scalable enough to be used by both: companies relying on legacy systems and modern enterprises.
Learn more about Freshservice
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world.
Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more.
Supremo is customizable and UAC compatible.
It can be used on an unlimited number of devices and requires no configuration or installation.
Learn more about Supremo Remote Desktop
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
SysAid All-in-one ITSM software helps organizations streamline IT operations and deliver better service. Try IT Now.
SysAid is an all-in-one ITSM software that helps organizations streamline IT operations and deliver better service. It includes a suite of tools for Ticketing Management, Problem & Change Management, Reporting, and built-in Asset management. SysAid ITSM is easy to use and configure, making it a good choice for organizations of all sizes. It is also highly scalable, so it can grow with your organization as your needs change.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Remote support app designed for connecting to client machines within seconds to securely deliver on-demand or unattended support.
Remote support solution designed for delivering instant unattended and on-demand support to clients located anywhere in the world. Starting at just $25 per month, a FixMe.IT license provides multi-session handling, unlimited on-demand support and access to 150 unattended machines. Other key features include branding, multi-monitor navigation, two-way desktop sharing, file transfer, session recording, reporting, compatibility with legacy operating systems, such as Windows XP, and much more.
Learn more about FixMe.IT
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
ConnectWise Manage helps you organize your business around one centralized system, so your organization can easily connect.
Made for companies that sell, service, and support technology, ConnectWise Manage is the #1 business management platform worldwide. Today, more than 100,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. The platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, cloud services and business analytics that dramatically streamline a company's operations.
Learn more about ConnectWise PSA
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
IT Glue is an award-winning documentation platform, helping IT providers dramatically reduce wasted time looking for information.
IT Glue is an IT documentation software for MSPs, co-managed IT teams, as well as IT departments. Get relationship mapping, secure password management, and an automated and structured documentation framework to organize all your information. Have confidence in the security of your information with features like granular access permissions, version history, and more. Track any asset with ease for peace of mind, including expiries and vendor information.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner.
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service.
Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Deliver services that amaze your users, increase productivity, and achieve new insights by consolidating to the most innovative ITSM.
With ServiceNow ITSM, you can consolidate your IT tools into a single data model to transform the service experience, automate workflows, gain real-time visibility, and improve IT productivity which enables you to switch your operational IT costs to strategic investments. ITSM accelerates your digital transformation and elevates user experiences with machine learning and AI powered chatbots. ITSM improves your IT productivity by 20+% with structured machine learning that automates routine tasks.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Caspio is the world's leading LOW-CODE platform for building online database applications without having to write code.
Caspio is the world's leading LOW-CODE platform for building ITSM systems and applications without coding. The all-in-one platform provides everything you need to digitally transform business operations and workflows. It includes an integrated cloud database, a visual application builder, enterprise-grade security, regulatory compliance, and scalable global infrastructure. See why Caspio is trusted by over 15,000 companies worldwide. Try it for FREE.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Cloud software that connects people, systems & data into a single view for visibility and actionable intelligence across operations.
PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Thousands of MSPs and IT Departments use Kaseya VSA IT management software to automate IT. Start your free trial!
Kaseya VSA is an integrated IT systems management platform that can be leveraged seamlessly across IT disciplines to streamline and automate your IT services. Kaseya VSA integrates key management capabilities into a single platform. Kaseya VSA gives your IT Team the ability to automate hundreds of tasks and workflows; manage any device, anywhere, at anytime; and protects every endpoint with enhanced threat detection, automated patch management, and more.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Timesheets by Tempo: Empower ITSM. AI-driven time-tracking, reliable data, seamless operations. Effortlessly track service time.
Elevate your IT Service Management (ITSM) with Timesheets by Tempo, the leading time-tracking app in Jira. Leverage AI-powered automated time-tracking for valuable insights. Produce reliable data for reporting, invoicing, and accounting, optimizing ITSM operations. Effortlessly track all service-related time, improve user adoption, and enhance visibility for efficient ITSM management. Make data-driven decisions, measure performance accurately, and deliver exceptional IT services with Timesheets.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Cloud-based IT support software for SMBs with in-house and remote teams.
Get ahead of issues with GoTo Resolve – the first and only completely free RMM solution on the market. From performance lags to infrastructure snags – and any other IT management issue in between – get notified automatically when systems need attention. Stay informed when issues arise with GoTo Resolve’s desktop alerting software. Get notified when set thresholds are hit – so you can proactively address potentially bigger problems and identify trends.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Everything IT teams need to resolve tickets and track assets, stress-free. Backed by industry-leading, US-based 24/7 technical support.
When an employee is idle due to technical problems, they lose productivity and gain frustration by the second. Issuetrak provides the peace of mind that your IT department deserves: fewer interruptions, more data visibility, and overall faster ticket resolution. Maximize the efficiency of your department, whether it’s a team of 1 or 100, and easily manage your assets with an award-winning platform. Cloud and on-premises hosting are available.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Pulseway is the best ITSM Software built for efficient IT Service Management and Delivery from any device closest to you.
Pulseway ITSM software provides powerful features and modules to take complete control of all your endpoints, servers, and network devices. Manage all the end-to-end delivery of IT services to customers and users from all-in-one modern, mobile-first IT Service Management Software. Start your free trial today and experience what Pulseway can do for your business.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Vivantio, built on ITIL4, offers robust asset tracking, automated IT workflows, a centralized knowledge base, and self-service portals.
Vivantio empowers IT teams to deliver excellent service with a fully configurable platform that manages workloads, boosts efficiency, and significantly reduces resolution times. Go beyond basic ticketing with proactive predictive analysis, streamlined service operations, and a suite of tools to address potential risks, while integrating effortlessly with major products and platforms.
Built on ITIL4, Vivantio offers a holistic view of IT infrastructure, helping you adhere to ITSM best practices.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Kayako - Straightforward Live Chat to quickly connect for customer service across devices and platforms.
With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences.
Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team.
Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Easily maintain and configure IT processes across your organization with Cherwell¿s comprehensive ITSM solution.
Cherwell Service Management is a powerful IT Service Management (ITSM) solution that provides enterprise organizations with the ability to easily maintain and configure IT processes. Cherwell¿s flexible and feature-rich ITSM solution allows teams to rapidly meet the changing and growing demands across their organization, from IT to Facilities to HR, with seamless workflows and lower costs. Cherwell ITSM enables you to transform your IT Service Desk.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Real-time remote control of a customer's computer over the web for help desks, support software, IT organizations, and more.
LogMeIn Rescueby GoTo is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, secure, and easy to use.
Learn more about LogMeIn Rescue
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
TeamDynamix is a no-code ITSM solution that offers integrated Project Portfolio Management with enterprise integration and automation.
One no-code platform for IT Service Management (ITSM), Project Portfolio Management (PPM) with Enterprise Integration & Automation (iPaaS). TeamDynamix is easy to use, own, and operate - all configured from screens without any coding or scripting.
The ITSM platform offers support for ITIL with an all-inclusive solution; incident/problem management, asset, change management, self-service portal, knowledge base, automation & workflow, and unlimited integrations.
White glove implementation.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Incident management platform that helps prevent, manage, and resolve IT incidents before they become business problems.
xMatters, an Everbridge Company, is an incident management platform that helps enterprises prevent, manage, and resolve IT incidents. From the Global 2000 to small workgroups and innovative DevOps teams, organizations around the world rely on the xMatters digital service availability platform to solve technology issues before they become business problems.
The platform allows organizations to automate key processes with the tools they already use like ServiceNow, Splunk, Jira, and Slack.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Opsgenie is a modern incident management and response solution for operating always-on services.
Opsgenie is a modern incident management and response solution for operating always-on services. We empower Dev and Ops teams to plan for service disruptions and stay in control during incidents. Opsgenie centralizes alerts, notifies the right people reliably, and enables them to take rapid action. Our deep integrations with 200+ ITSM tools enable you to break down silos between Dev and IT Teams, correlate incidents to code deployments, and easily measure the full impact of a major incident.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Customizable solution includes project management, CRM and service desk with integrated time and billing running off the same database.
Autotask PSA is a secure, reliable and fully-featured cloud PSA helping MSPs and IT Service Providers run their IT managed services business. The modern and easy-to-use PSA's integrated modules include Service Desk, CRM/Contact Management, Document Management, Outsourcing, Project Management, Contract Administration, Time Tracking, Billing, Reporting and Business Analytics - to provide a singular view of the entire business and drive efficiency, accountability, insight, and profitability.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Web Help Desk® is a web-based ticketing, IT asset, knowledge, and change management software that is easy to use.
SolarWinds Web Help Desk is an on-premises IT help desk solution that streamlines your help desk operations with simple, affordable ticketing and asset management software. Benefit from automated ticketing management, change management, IT asset management, built-in knowledge base, SLA alerting, performance reporting, and more.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Hiver transforms your Gmail into an IT help desk. Process IT requests faster from multiple channels and drive employee efficiency.
Hiver transforms your Gmail into an easy-to-use multi-channel IT helpdesk that scales with your business so that your teams can resolve queries and IT requests faster to ensure a hassle-free employee experience.
With Hiver, you can easily track, collaborate, and act on technical issues that arrive in your team inbox – from the comfort of Gmail.
Hiver is loved by 2000+ companies including Flexport, Vacasa, and more.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Radically redesigned to set a new standard for IT service management on-premises or in the cloud.
BMC Helix IT Service Management revolutionizes enterprise service management. Delivered on-premises or in the cloud, Helix ITSM is a configurable and extensible platform radically redesigned to meet the needs of any transformative IT organization. Easier to use, faster to deploy, and packed with the latest innovations in service management, Helix IT Service Management is the most complete and capable IT service management for your enterprise.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
BOSSDesk is an award winning fully integrated ITSM/Help Desk /Service Desk solution available for both Cloud and On-Premise.
BOSSDesk a fully integrated ITIL based ITSM / Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise. It incorporates capabilities for ensuring a productive and efficient remote work experience with an award winning user-friendly interface and a powerful Service Catalog. BOSSDesk has been highly ranked by customers for providing an affordable ITSM solution with great user experience, wide range of features, and excellent customer support.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Fully-managed ITSM solution that includes ticketing, workflow automation, CMDB & 17 pre-defined and verified ITIL practices.
OTRS is a fully-managed ITSM suite that includes ticketing, workflow/process automation and notification, among its many features. Processes can be customized to incorporate ITIL (17 verified practices) and/or specific security requirements. ITSM professionals use OTRS to structure communication and streamline internal processes so that they can respond quickly to any situation and provide the best possible service in a cost effective way. Request a demo today.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels.
[New: Unlimited Agent Pricing] HappyFox is a web based customer support software hosted on the cloud. It helps to track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system. Integration with other web apps like CRM, live-chats, voice and bug tracking apps makes it practical help desk. Similar customer support queries can be handled using canned actions and smart rules to automate responses.
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
All-in-One IT Service Management software designed for managed service providers to manage IT services & remote monitoring
Naverisk is an excellent Remote Monitoring & IT Service Management solution for MSPs and IT service providers. Wrapped in a single, all-in-one solution, Naverisk provides tools for device and network scanning & IP monitoring, alerting, auditing, patching, reporting, ticketing, workflow, automation, scripting, and much more. Plus, our partners enjoy exceptional 24/7 global support for the platform at no additional cost. Get a Free Trial today!
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
#1 risk-based patch management platform for distributed networks.
SOC 2 Type II and ISO 27001:2022 certified.
Action1 is the #1 risk-based patch management platform for distributed networks. Action1 helps to discover, prioritize, and remediate vulnerabilities in a single solution to prevent security breaches and ransomware attacks. It automates patching of 3rd-party software and OS, ensuring continuous patch compliance and remediation of security vulnerabilities.
Action1 was founded by cybersecurity veterans Alex Vovk and Mike Walters, who previously founded Netwrix, which was acquired by TA Associates
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
Award-winning N‑able RMM has evolved to include remote access, ticketing, and billing in one complete solution.
N-able N-sight RMM (formerly N-able RMM) is a complete remote monitoring and management platform designed to make managing, maintaining, and protecting IT assets easy for IT service providers, MSPs, and in-house IT professionals. From a single web-based dashboard, you get fast access and support tools, robust remote monitoring and management with patch management and drag & drop automation included, and ticketing & billing. N-able N-sight RMM is built for those who need to do more and earn more
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Features
- Knowledge Base Management
- Service Catalog
- Service Level Agreement (SLA) Management
- Configuration Management
- Release Management
- Contract/License Management
- Support Ticket Management
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Alerts/Escalation
ITSM Tools Buyers Guide
Table of Contents
What is IT service management software?
Information technology service management (ITSM) software helps manage internal and external IT support. These ITSM tools aid both IT teams within organizations and managed service providers (MSPs), helping them plan, design, develop, monitor, and support continuous delivery of IT services. ITSM software covers almost all aspects of IT management, including software release and deployment management, incident management, bug tracking, ticketing, change management, and knowledge management.
The benefits of ITSM software
- Improved operational efficiency: One of ITSM software's major functions is the standardization of IT practices, allowing users to establish policies that facilitate a regulated and safe IT environment within their organization. This safeguards organization against both internal and external data threats and increases productivity via optimal digital resource utilization.
- Improved customer service: Effective ITSM software utilization reduces customer response time by helping support teams follow best practices while helping clients. Managers can use such ITSM tools to track their customer issues and identify the best available resources to resolve them.
- Reduce downtime through incident prevention: Predictive analytics modules within ITSM software help IT teams identify possible issues before they occur. Real-time monitoring of networks and hardware components, as well as vulnerability analysis, helps organizations take the necessary options to avoid or minimize any damage. Organizations can take help from ITSM solutions to plan out and prepare for major issue prevention efforts, which reduces downtime overall.
Typical features of ITSM tools
- Change management: Track, monitor, and manage all IT service changes/transitions.
- Incident management: Help support teams identify, resolve, and restore unplanned service disruptions.
- Problem management: Identify and solve the underlying cause of incidents, and prevent future incidents from occurring.
- Configuration management: Monitor and maintain configurations of IT components (e.g., servers, routers, switcher configuration information, software) and ensure all devices are running with the same version and configuration settings.
- Self-service portal : A platform through which end users can reach out to IT administrators and submit tickets, track their complaint status, and more.
- Contract/License management: Track and monitor contracts/licenses assigned to product or service offerings to stay compliant.
Considerations when purchasing ITSM tools
- Integration with existing systems: ITSM software has to monitor all software solutions, networks, and equipment within an organization, requiring the software to pull data from all interconnected applications in real time. This is generally achieved via its capability to integrate with other business applications, which allows ITSM software to monitor the health of all systems. Before making a purchase, software buyers should review ITSM systems' ability to integrate with their existing applications and infrastructure to ensure the software can access the required data.
- Total cost of ownership: The market is saturated with hundreds of ITSM tools, and direct comparison is difficult due to both the number of available solutions and the ways in which they differ. After building a shortlist of software that meets their specific needs, software buyers should carefully evaluate pricing models and ensure that there are no hidden costs, and/or that the final price includes any additional deployment, module, capability, data storage, processing, and integration costs.
Relevant ITSM software trends
- Chatbots will transform service management: Chatbots can swiftly respond to customer queries without human intervention. According to our research , small businesses can achieve significant operational and cost advantages by implementing conversational chatbots. Over the next few years, chatbots will begin providing basic support via ITSM solutions to customers and employees while leveraging advanced tools such as smart search, smart emails, and smart ticketing.
- Predictive customer service: Machine learning and artificial intelligence (AI) will offer innovative applications in the service management field in the coming years. Major advancements in virtual personal assistants, recommendation engines, and physical devices such as drones and robots will drive adoption. According to our research , more than half of small businesses will adopt AI technologies within the next one to two years. As adoption expands, expect AI applications to support the traditional workforce and increase productivity.
