Looking for the best ITSM tools available today? You’ve come to the right place: We’ve reviewed third-party review sites, such as G2 and Capterra, weighed each vendor’s pros and cons, and now present this comprehensive guide to everything you need to know about IT service management solutions.
Streamline your IT service management with NinjaOne today.
Schedule a 14-day free trial or watch a demo.
Table of Contents
Best IT Service Management (ITSM) Tools
- NinjaOne
- SolarWinds Service Desk
- Jira Service Management
- ServiceNow IT Service Management
- SysAid
- Vivantio
- HaloITSM
- Atera Helpdesk Software
- ManageEngine ServiceDesk Plus
- InvGate
What is IT service management, and do I need it?
Essentially, ITSM describes the management of end-to-end IT service delivery to meet your business goals—but it goes far beyond resolving day-to-day IT issues. Rather, it deals with every necessary IT service to keep your operations running smoothly while providing real business value to your end users.
Because ITSM is a collection of critical business processes for managing and supporting IT services, modern companies need to use ITSM tools to maintain their competitive advantage in their respective industries. As such, ITSM is an indispensable process-based approach that allows you and your IT team to consistently and reliably deliver excellent services to your internal and external stakeholders.
Think about it this way: top ITSM tools address the ever-evolving IT industry needs. Most of us are no longer bound to our office and can work remotely from anywhere. In today’s flexible work world, companies need to manage and support more devices across the globe—and be efficient in doing so.
With more of us benefiting from a hybrid workforce, IT needs have become more complex, creating issues that traditional IT management solutions can no longer handle. Modern problems need modern solutions, and ITSM software allows you to easily address these complex demands.
What is ITSM software?
The top ITSM tools are those that help you realize your ITSM strategy. The best ITSM software can automate ITSM processes, improve efficiency, and strengthen employee productivity. Ideally, it should include preconfigured roles, workflows, and templates that simplify processes so your end users can focus on higher-value tasks.
There is a common misconception that ITSM software is just a glorified helpdesk or service desk tool. To clarify, ITSM software does include ticket management but also covers incident management, reporting, IT asset management, and knowledge management, among other things. Remember: The primary goal of any IT service management tool is to optimize the management of every IT resource for every user within an IT network.
Because service management is such a crucial part of an organization, choosing a vendor offering integrated solutions is advisable—offering top ITSM tools as part of its holistic endpoint management software.
This way, you can work on a platform with everything you need without looking for other third-party vendors.
5 important features of top ITSM tools 2024
It’s worth noting that no two ITSM software are the same. While all vendors generally offer the same core functionalities, they differ in reliability, speed, and integration capabilities. When using the guide, it’s always a good idea to think about your specific ITSM requirements and what you need your ITSM tool to achieve or resolve. List all the features and functions you need, match those with your current and expected IT budget, and see how each vendor fits those conditions.
1. Straightforward deployment
Recall the top ITSM tools intend to make work more efficient, so it only makes sense that it should be simple to deploy and use. Your IT service management solution should be quick to activate and fully functional. If possible, you should also find an ITSM software vendor that offers free and unlimited training and support.
2. User-friendly
Similarly, any good ITSM software should be user-friendly, even for less experienced IT technicians. It’s a great idea to choose software with self-service FAQs and a helpdesk portal where your users can find the solutions they need when they need them.
3. Flexibility
All businesses are dynamic, and your ITSM software needs to grow with you and meet your demands as you scale. The best ITSM tools can easily adapt to your changing needs, constantly and consistently offering value to your IT team. Likewise, it may be prudent to check if your desired vendor has a transparent product roadmap so you can determine if their business trajectory aligns with your current goals and if they have maintained flexibility throughout the years.
4. Integration
Your IT service management tool is only as good as its ability to operate and function within your existing system and other business applications. Try to look for software providers that offer a single, unified platform with multiple integrations so that you have all the tools you need to begin optimizing your processes from day one.
5. Total cost of ownership
At the end of the day, your ITSM software should be cost-effective so that you can also meet your financial goals. Consider the full life cycle of your intended IT service management solution, including the upfront cost and any additional expenses for maintenance, support, and potential upgrades. When needed, regularly revisit your IT budget and see whether you are still maximizing it and receiving a favorable return on investment.
Now that you know the basics, let’s explore the top ITSM tools on the market.
Best ITSM tools 2024
All G2 & Capterra ratings data as of September 2024.
1. NinjaOne
NinjaOne is the world’s most trusted endpoint management company that offers comprehensive ITSM tools to make you and your team more efficient. By automating the hardest parts of IT, NinjaOne’s IT operations management software can deliver visibility, security, and control over all your endpoints. Its solution allows you to easily monitor and manage your Windows, macOS, and Linux endpoints in a single pane of glass—giving you the 360-degree visibility you need to look into the health and performance of all your IT assets.
Designed by IT for IT, NinjaOne was built by an expert team that has over a century of combined experience in IT management. The lightweight yet powerful platform gives you everything you need, including dozens of out-of-the-box automation (such as scripts, patching, and tasks) to deliver unmatched services to your managed endpoints while also reducing cost. The numbers speak for themselves:
- 98 customer satisfaction score (CSAT)
- 95% of all Ninja clients report increased IT efficiency with automation
- 94% reduced ticket volumes and ticket resolution times
- 93% saved time on patching
- 71% replaced more than four tools with NinjaOne
With a healthy obsession for your success and a continuous QA process considering your feedback in its product roadmap, NinjaOne maintains the ITSM tool of choice for over 17,000+ customers worldwide.
NinjaOne reviews on G2
| Category | NinjaOne Rating |
| Overall | 4.8 out of 5 (1,430) |
| Has the product been a good partner in doing business? | 9.6 |
| Quality of support | 9.3 |
| Ease of Admin | 9.3 |
| Ease of Use | 9.3 |
Number of 2024 G2 awards: 9
NinjaOne reviews on Capterra
| Category | NinjaOne Rating |
| Overall | 4.8 out of 5 (228) |
| Ease of Use | 4.7 |
| Customer Support | 4.7 |
| Functionality | 4.6 |
| Value for Money | 4.7 |
Streamline your IT service management with NinjaOne today.
Schedule a 14-day free trial or watch a demo.
2. SolarWinds Service Desk
SolarWinds Service Desk, previosuly Samanage Service Platform, is a cloud-based IT service management platform that helps IT teams of all sizes maximize their productivity and accelerate resolution with its fast time-to-value. its solution integrates with dozens of business applications so its customers can begin optimizing their performance from deployment.
The platform uses ITSM best practices to leverage automation, artificial intelligence, and machine learning to streamline IT support services and empower employee self-service. While businesses of all sizes can use it, it is marketed towards smaller IT enterprises with a limited IT budget.
Use cases
- Incident management
- Centralized management
- Real-time comments and status updates
Shortcomings
- Some G2 users have expressed their interest in having SolarWinds have more options for automation.
- The platform is not as customizable as expected.
- G2 reviews have stated that service request workflows are not so flexible.
SolarWinds Service Desk reviews on G2
| Category | SolarWinds Service Desk Rating |
| Overall | 4.3 out of 5 (723) |
| Has the product been a good partner in doing business? | 9.0 |
| Quality of support | 8.9 |
| Ease of Admin | 8.9 |
| Ease of Use | 9.0 |
Number of 2024 G2 awards: 1
SolarWinds Service Desk reviews on Capterra
| Category | SolarWinds Service Desk Rating |
| Overall | 4.6 out of 5 (572) |
| Ease of Use | 4.6 |
| Customer Support | 4.6 |
| Functionality | 4.4 |
| Value for Money | 4.5 |
3. Jira Service Management
Jira Service Management, by Atlassian, is a well-known service management solution for fast-growing hybrid teams. Its ITSM solution helps your team plan, assign, track, report, and manage work from a single console. It also offers software development, customer support, and decent integrations.
Designed specifically for IT teams, Jira Service Management offers an ITSM template that features several categories with dedicated features so IT teams can resolve incidents, approve changes, and fix problems much more easily.
Use cases
- Single dashboard to manage all IT request
- Automated support
- Real-time alerts
Shortcomings
- Customer service could be improved.
- The platform may be better suited for more experienced IT professionals.
- Reporting functions could be revamped to be more comprehensive and customizable.
Jira Service Management reviews on G2
| Category | Jira Service Management Rating |
| Overall | 4.2 out of 5 (769) |
| Has the product been a good partner in doing business? | 8.5 |
| Quality of support | 8.2 |
| Ease of Admin | 7.7 |
| Ease of Use | 8.1 |
Number of 2024 G2 awards: 1
Jira Service Management reviews on Capterra
| Category | Jira Service Management Rating |
| Overall | 4.5 out of 5 (676) |
| Ease of Use | 4.2 |
| Customer Support | 4.3 |
| Functionality | 4.3 |
| Value for Money | 4.3 |
4. ServiceNow IT Service Management
ServiceNow IT Service Management is a well-known ITSM software that helps IT teams deliver resilient IT services and improve their operational efficiency. The platform leverages automation, AI, and machine learning to boost IT productivity and provide a more intuitive experience for its end-users.
Its modern, cloud-based, silo-busting ITSM software consolidates on-premises legacy tools in a single cloud platform and allows IT experts to share data and analytics with automated workflows.
Use cases
- Consolidated IT services and tools
- Performance analytics
- Admin center
Shortcomings
- Steep learning curve.
- Initial set up and customization will take time and resources.
- G2 reviews have stated that integrations could be improved.
ServiceNow IT Service Management reviews on G2
| Category | ServiceNow IT Service Management Rating |
| Overall | 4.3 out of 5 (828) |
| Has the product been a good partner in doing business? | 8.7 |
| Quality of support | 8.5 |
| Ease of Admin | 8.7 |
| Ease of Use | 8.4 |
Number of 2024 G2 awards:
ServiceNow IT Service Management reviews on Capterra
| Category | ServiceNow IT Service Management Rating |
| Overall | 4.5 out of 5 (33) |
| Ease of Use | 4.3 |
| Customer Support | 4.5 |
| Functionality | 4.6 |
| Value for Money | 4.3 |
5. SysAid
Marketed as a “next-gen IT service management”, SysAid uses generative AI to streamline IT operations and help IT technicians focus on high-value tasks. SysAid is more commonly used by mid-sized businesses to mature organizations that need assistance in managing more complex projects.
The comprehensive solution empowers IT admins to focus on their core competencies and deliver better IT service to their end users. As a robust AI-powered ITSM tool, SysAid is better suited for leaner teams with a limited IT budget. Ideally, the all-in-one tool can be maximized by only a few people managing multiple endpoints.
See how SysAid compares with NinjaOne or read a more in-depth analysis of SysAid alternatives.
Use cases
- Centralized management
- Real-time monitoring and alerting
- AI-powered conversational chatbot across multiple channels
Shortcomings
- Knowledge database could be improved to include more guides.
- G2 users have said that the platform currently is unable to track files and folder changes.
- SysAid may slow down when running several actions at once.
SysAid reviews on G2
| Category | SysAid Rating |
| Overall | 4.5 out of 5 (693) |
| Has the product been a good partner in doing business? | 9.0 |
| Quality of support | 9.0 |
| Ease of Admin | 8.7 |
| Ease of Use | 8.9 |
Number of 2024 G2 awards: 0
SysAid reviews on Capterra
| Category | SysAid Rating |
| Overall | 4.5 out of 5 (456) |
| Ease of Use | 4.4 |
| Customer Support | 4.5 |
| Functionality | 4.5 |
| Value for Money | 4.6 |
6. Vivantio
Vivantio is built on ITIL 4 and is a configurable platform that enables your IT team to manage their workload and improve their efficiency easily. Its IT service management software helps increase productivity and is designed to mitigate risks and solve issues faster in a unified platform.
The comprehensive ITSM tool is intended for service teams looking to scale beyond ticketing, providing a wide range of functions, including asset discovery, task management, change management, and knowledge management. In addition, Vivantio is designed as a customer-first solution, marketing itself as a robust solution that elevates the customer experience.
Use cases
- Asset discovery & ITAM
- Automated workflows
- Task management
Shortcomings
- The platform can be complex to use and understand for beginner IT personnel.
- G2 reviews have stated certain feature instabilities, where some features don’t function well at all times.
- Connecting with external systems can become complicated.
Vivantio reviews on G2
| Category | Vivantio Rating |
| Overall | 4.3 out of 5 (288) |
| Has the product been a good partner in doing business? | 8.9 |
| Quality of support | 9.0 |
| Ease of Admin | 8.4 |
| Ease of Use | 8.6 |
Number of 2024 G2 awards: 2
Vivantio reviews on Capterra
| Category | Vivantio Rating |
| Overall | 4.3 out of 5 (178) |
| Ease of Use | 4.2 |
| Customer Support | 4.4 |
| Functionality | 4.2 |
| Value for Money | 4.3 |
7. HaloITSM
HaloITSM is an intuitive, ITIL-aligned service for mid-market MSPs that want to manage all their IT services from a single console. Its solution offers a wide range of ITSM tools, including incident management, service catalog, change control, asset management, and integrations.
The HaloITSM platform is designed to deliver exceptional service with a fast and fully configurable system. As so marketed, the platform enables IT teams to align their ITSM tool with their specific business needs. Additionally, HaloITSM allows you to create multiple and customizable SLA groups, timings, priorities, and descriptions for response and resolution times.
Use cases
- Self-service portal
- Visibility of all changes across the organization
- Multiple integrations
Shortcomings
- The platform currently is limited in its customization capabilities.
- HaloITSM is better suited for more experienced IT personnel.
- Custom reports require knowledge of SQL.
HaloITSM reviews on G2
| Category | HaloITSM Rating |
| Overall | 4.8 out of 5 (17) |
| Has the product been a good partner in doing business? | 9.9 |
| Quality of support | 9.7 |
| Ease of Admin | 9.0 |
| Ease of Use | 9.9 |
Number of 2024 G2 awards: 0
HaloITSM reviews on Capterra
| Category | HaloITSM Rating |
| Overall | 4.7 out of 5 (36) |
| Ease of Use | 4.6 |
| Customer Support | 4.7 |
| Functionality | 4.7 |
| Value for Money | 4.6 |
8. Atera Helpdesk Software
Atera is a full RMM that offers ITSM tools to help IT businesses improve their IT service delivery. Its solution operates on proactive management, allowing users to preemptively address issues before they turn into bigger problems.
Designed specifically for IT departments, Atera Helpdesk helps IT pros accomplish their day-to-day tasks with much more ease. As both a helpdesk solution and a ticketing system, Atera Helpdesk is intended to be as intuitive and user-friendly as possible, allowing to you easily connect with your end-users through live chat.
See how Atera compares with NinjaOne or read a more in-depth analysis of Atera competitors.
Use cases
- Intelligent ticketing and helpdesk software
- AI ticket tagging
- Automated reports
Shortcomings
- Scripting and shared script features could be improved.
- Platform may slow down when managing multiple endpoints.
- G2 users have expressed a desire for an easier way to filter tickets.
Atera reviews on G2
| Category | Atera Rating |
| Overall | 4.6 out of 5 (646) |
| Has the product been a good partner in doing business? | 9.2 |
| Quality of support | 9.0 |
| Ease of Admin | 9.0 |
| Ease of Use | 9.2 |
Number of 2024 G2 awards: 1
Atera reviews on Capterra
| Category | Atera Rating |
| Overall | 4.6 out of 5 (385) |
| Ease of Use | 4.6 |
| Customer Support | 4.5 |
| Functionality | 4.3 |
| Value for Money | 4.6 |
9. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is comprehensive IT service management software designed to design, automate, deliver, and manage critical IT and business services. It combines IT asset management, IT service management, and CMDB with enterprise service management capabilities to deliver an all-in-one solution.
ServiceDesk Plus is available both on-premises and in the cloud, marketing itself as an ideal solution for organizations looking for a scalable, secure, and extensible IT service management solution. Additionally, the platform boasts a privacy-first design, with ServiceDesk Plus using ManageEngine’s own data centers worldwide, requiring no trackers or sub-processors.
See how ManageEngine compares with NinjaOne or read a more in-depth analysis of ManageEngine alternatives.
Use cases
- Unified service management
- Integrated IT and business workflows
- Enterprise service management
Shortcomings
- Customer support could be improved.
- Limited customization, according to G2 users.
- Reporting tool could be revamped to be more comprehensive.
ManageEngine ServiceDesk Plus reviews on G2
| Category | ManageEngine ServiceDesk Plus Rating |
| Overall | 4.2 out of 5 (229) |
| Has the product been a good partner in doing business? | 8.2 |
| Quality of support | 8.1 |
| Ease of Admin | 8.4 |
| Ease of Use | 8.5 |
Number of 2024 G2 awards: 1
ManageEngine ServiceDesk Plus reviews on Capterra
| Category | ManageEngine ServiceDesk Plus Rating |
| Overall | 4.4 out of 5 (212) |
| Ease of Use | 4.2 |
| Customer Support | 4.2 |
| Functionality | 4.4 |
| Value for Money | 4.3 |
10. InvGate
InvGate is a flexible service management solution that offers IT service management, enterprise service management, and IT asset management in a unified dashboard. Its service desk is marketed for mid to large companies that want more efficient IT service delivery, especially for ticketing, workflows, and analytics.
The platform is designed for high-output teams and offers a wide range of functionalities, from enterprise service management to IT asset management. Marketing itself as a “no-code” ITSM tool, InvGate enables you to map out all IT components and their relationships with a visual CMDB data model. This helps you easily identify trends, patterns, and outliers in an easy-to-understand presentation.
Use cases
- Ticket management
- Automated workflows
- Centralized management
Shortcomings
- The platform could improve on its customization capabilities.
- InvGate can slow down when managing multiple endpoints.
- There are some feature limitations, such as removing a user as a collaborator once someone closes a ticket.
InvGate reviews on G2
| Category | InvGate Rating |
| Overall | 4.7 out of 5 (19) |
| Has the product been a good partner in doing business? | 9.2 |
| Quality of support | 9.1 |
| Ease of Admin | 9.4 |
| Ease of Use | 9.4 |
Number of 2024 G2 awards: 0
InvGate reviews on Capterra
| Category | InvGate Rating |
| Overall | 4.4 out of 5 (14) |
| Ease of Use | 4.5 |
| Customer Support | 4.1 |
| Functionality | 4.3 |
| Value for Money | 4.4 |
Comparison of Best ITSM solutions (G2)
| Category | NinjaOne | SolarWinds Service Desk | Jira Service Management | ServiceNow IT Service Management | SysAid | Vivantio | HaloITSM | Atera Helpdesk Software | ManageEngine ServiceDesk Plus | InvGate |
| Overall | 4.8 out of 5 (1,430) | 4.3 out of 5 (723) | 4.2 out of 5 (769) | 4.3 out of 5 (828) | 4.5 out of 5 (693) | 4.3 out of 5 (288) | 4.8 out of 5 (17) | 4.6 out of 5 (646) | 4.2 out of 5 (229) | 4.7 out of 5 (19) |
| Has the product been a good partner in doing business? | 9.6 | 9.0 | 8.5 | 8.7 | 9.0 | 8.9 | 9.9 | 9.2 | 8.2 | 9.2 |
| Quality of support | 9.3 | 8.9 | 8.2 | 8.5 | 9.0 | 9.0 | 9.7 | 9.0 | 8.1 | 9.1 |
| Ease of Admin | 9.3 | 8.9 | 7.7 | 8.7 | 8.7 | 8.4 | 9.0 | 9.0 | 8.4 | 9.4 |
| Ease of Use | 9.3 | 9.0 | 8.1 | 8.4 | 8.9 | 8.6 | 9.9 | 9.2 | 8.5 | 9.4 |
| No of G2 Awards | 9 | 1 | 1 | 1 | 0 | 2 | 0 | 1 | 1 | 0 |
Comparison of best ITSM tools (Capterra)
| Category | NinjaOne | SolarWinds Service Desk | Jira Service Management | ServiceNow IT Service Management | SysAid | Vivantio | HaloITSM | Atera Helpdesk Software | ManageEngine ServiceDesk Plus | InvGate |
| Overall | 4.8 out of 5 (228) | 4.6 out of 5 (572) | 4.5 out of 5 (676) | 4.5 out of 5 (33) | 4.5 out of 5 (456) | 4.3 out of 5 (178) | 4.7 out of 5 (36) | 4.6 out of 5 (385) | 4.4 out of 5 (212) | 4.4 out of 5 (14) |
| Ease of Use | 4.7 | 4.6 | 4.2 | 4.3 | 4.4 | 4.2 | 4.6 | 4.6 | 4.2 | 4.5 |
| Customer Support | 4.7 | 4.6 | 4.3 | 4.5 | 4.5 | 4.4 | 4.7 | 4.5 | 4.2 | 4.1 |
| Functionality | 4.6 | 4.4 | 4.3 | 4.6 | 4.5 | 4.2 | 4.7 | 4.3 | 4.4 | 4.3 |
| Value for Money | 4.7 | 4.5 | 4.3 | 4.3 | 4.6 | 4.3 | 4.6 | 4.6 | 4.3 | 4.4 |
Final scores and summaries of ITSM tools
| Vendor | Final Score | Summary |
| NinjaOne | 4.816 | NinjaOne is a market leader in IT service management because of its integrated solution that gives you full visibility and control over your entire IT infrastructure. |
| Jira Service Management | 3.534 | Jira is a solid alternative for larger IT teams that want to accelerate the work between development, IT, and business teams. |
| SolarWinds Service Desk | 3.246 | SolarWinds is a good option for small to medium-sized MSPs that want a single console to streamline and organize their tickets and requests. |
| SysAid | 2.861 | As a well-known ITSM tool, SysAid offers advanced features and good UI and UX. That said, some users on G2 say that the solution could improve some of its configurations. |
| Atera Helpdesk Software | 2.737 | Users on G2 appreciate Atera’s pricing model, especially if they are smaller MSPs. That said, Atera can become pricey if you intend on growing your business soon. |
| ServiceNow IT Service Management | 2.372 | ServiceNow IT Service Management is a robust tool that can be used by businesses of all sizes, though it’s recommended that it is used by more experienced IT professionals. |
| Vivantio | 1.669 | Vivantio is an up-and-coming ITSM tool that scores high for its customer support and user-friendliness. It is best suited for SMBs. |
| ManageEngine ServiceDesk Plus | 1.519 | ServiceDesk Plus is a useful ITSM tool for mid-market MSPs. It offers a variety of tools that help with day-to-day tasks. |
| HaloITSM | 0.699 | HaloITSM is a good option for smaller, leaner MSPs that want a simple ticketing and incident management tool. |
| InvGate | 0.635 | With its tight integrations with IT asset management and change management tools, InvGate is a better fit for larger organizations and enterprises. |
Our rankings formula
To derive the final score for each vendor, we employed a weighted formula that takes into account various metrics. Here’s how it breaks down:
Final Score = w1 * G2 Overall Star Rating + w2 * Capterra Overall Star Rating + w3 * G2 Total Number of Reviews (Scaled) + w4 * Capterra Total Number of Reviews (Scaled) + w5 * G2 Total Number of Awards
Where:
W1 = .25 * G2 score
W2 = .25 * Capterra score
W3 = .2 * Number of G2 reviews
W4 = .2 * Number of Capterra reviews
W5 = .1 * Number of G2 awards
Finding the best ITSM tools for your business
Investing in IT service management software is the first step towards greater efficiency, lower costs, and higher end-user satisfaction—but how do you choose the right one? When is the right time to implement it? The truth is that all companies are dynamic, so there is never a “perfect” ITSM solution or the “perfect” time to implement one.
That said, you can work with the most suitable solution for your business by considering your needs and what your ITSM tool wants to do. The right ITSM tool will dramatically improve your processes and lead to a faster return on investment.
