TechDogs-"Top 5 IT Service Management (ITSM) Software Of 2024"

Enterprise Solutions

Top 5 IT Service Management (ITSM) Software Of 2024

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Overview

We think everyone agrees that the National Treasure movie franchise was an international treasure, right? We just loved the adventurous journey of Benjamin Franklin Gates (played by Nicolas Cage) in 2004 and the way he connected historical moments to unearth hidden treasures from the past.
 
Of course, he couldn’t do it without his friend and accomplice, Riley Poole (played iconically by Justin Bartha), who brought in comedic punchlines, obscure technological knowledge and most importantly, IT support!
 
Yes, they were searching for ancient treasures but it couldn’t be done without modern technology. In fact, most modern movies need a digital companion who's good with technology to help the rugged protagonist out. Be it Die Hard, The Fast and The Furious series or even the Marvel Cinematic Universe, every superhero needs a tech genius by their side!
 
However, when it comes to businesses, they can’t rely on just one guy. They need more than a team. Their team needs a team. This is where IT Service Management (ITSM) Software comes in. It helps business heroes plan, execute and manage their IT services to ensure they can succeed in their adventures. 
 
So, if you’re also looking for a team of digital Riley Pooles for your enterprise, read on to learn the top 5 IT Service Management (ITSM) Software of 2024!
TechDogs-"Top 5 IT Service Management (ITSM) Software Of 2024"
Unless you’re living in the 1980s, you’re most likely using more than one device daily, which includes smartphones and computers/laptops for personal and professional purposes. The last few years have even seen the wide-scale adoption of tablets.

Of course, other than this, numerous machines and devices are also used to power your IT infrastructure, especially when it comes to workplaces. Surely, you’re no stranger to occasional network connectivity problems that frustrate you, turning you into a version of yourself you’ve never met!

While for personal use you might be able to deal with connectivity issues for a little while (that Netflix movie can wait), businesses feel far more severe effects and implications from even a single minute of downtime. Imagine a whole department getting frustrated because of IT issues. It’ll blend chaos and anarchy to border on I Am Legend-style rage virus zombies. (Is that the movie you wanted to watch?)

To avoid even slight inconveniences, businesses use IT Service Management (ITSM) Software, which helps them manage the policies, planning, execution and operation of IT service delivery. This allows them to provide effective, efficient and standardized services, with full visibility to track, analyze and optimize the performance of their IT systems and elevate employee experiences.

The software also helps them manage their IT assets, requests, problems, incidents, etc. Furthermore, these tools can be infused with advanced technology like machine learning, artificial intelligence, workflow automation and Generative AI.

Looking ahead from the Top 5 IT Service Management (ITSM) Software of 2023, let’s check out the top 5 IT Service Management (ITSM) Software of 2024. Ready for an adventure?
 

Top 5 IT Service Management (ITSM) Software Of 2024

 
Businesses use IT Service Management (ITSM) Software to ensure they can provide healthy IT services across the organization. These tools provide standardization, efficiency, effectiveness and transparency in delivery, which help plan, execute and manage IT services.

So, let’s get into the list of the top 5 IT Service Management (ITSM) Software for 2024 - in random order.
 
Freshservice by Freshworks
Freshservice by Freshworks
ServiceNow
ServiceNow
TOPdesk
TOPdesk
SysAid
SysAid
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
 

Tool 1: Freshservice


The first name on the list is Freshservice, brought to you by Freshworks. It was founded in 2010 with headquarters in San Mateo, California, USA. The company has a workforce of over 5,000 employees spread across 13 global offices. With a customer base of over 60,000 businesses spanning names like Pearson, Bridgestone and Klarna, Freshworks was listed in the Top 100 Software Products in G2’s Best Software Awards 2023.

TechDogs-"Tool 1: Freshservice"-"A Screenshot Of The Software Tab On The Freshservice Platform"
Fresh on our list this year, Freshservice offers you a modern, cost-effective, easy-to-use, intuitive and intelligent platform that helps you manage your IT systems efficiently. The platform’s enterprise-grade AI engine, Freddy, enables you to make smart decisions and improve productivity aiding intelligent service management, incident management and problem management. Freshservice brings you robust automation through no-code workflows to communicate issues and solve problems. Using its extensible platform with connectors, SDKs and API configurations to scale as you’d like.

Freshservice’s capabilities extend to include comprehensive IT service solutions. This includes IT Operations Management that helps you minimize downtime and maximize service availability. The platform also offers you IT Asset Management solutions, which help you discover, optimize and manage all your IT assets with real-time visibility of your IT infrastructure. It also helps you streamline processes across departments with its project management and service request management functions.

Feature Ratings:

Ease Of Use: ⭐⭐⭐⭐⭐
Value For Money: ⭐⭐⭐⭐
Startup Friendly: ⭐⭐⭐
Enterprise Friendly: ⭐⭐⭐⭐
Customer Support: ⭐⭐⭐⭐
 

Tool 2: ServiceNow


Founded in 2004, ServiceNow is headquartered in Santa Clara, California, USA, with a workforce of over 20,000 employees spread across 73 office locations around the world. The company comes in with over 7,700 customers including names like Fujitsu, Siemens, Kraft Heinz and Lowe’s. With a range of accolades, ServiceNow was listed in the Top 50 Products for Enterprise in G2’s Best Software Awards 2023. ServiceNow delivers flawless service now!

TechDogs-"Tool 2: ServiceNow"-"A Screenshot Of The Overview Tab On The ServiceNow Platform"
Coming in as a new entrant to our list this year, ServiceNow’s IT Service Management solution, lets you deliver ITSM using a single platform that offers features and capabilities like Configuration Management Database (CMDB), ML-powered predictive intelligence, process mining, DevOps config, workforce optimization and knowledge, request, problem, incident, asset and change management among more. You can even automate essential processes to transform the impact, speed and delivery of IT services!

The best part? ServiceNow comes with an AI-powered virtual agent that acts as a conversational chatbot to make it easier for you to resolve IT issues faster and identify, track and resolve incidents efficiently. It also helps you redefine your support experience, provide self-service anytime, increase deflections and agent productivity and see immediate business value and add a touch of personalized experiences. Furthermore, ServiceNow offers you a powerful mobile app, making it easier to find answers, get help and make requests. Now, isn’t that fascinating?

Feature Ratings:

Ease Of Use: ⭐⭐⭐⭐
Value For Money: ⭐⭐⭐⭐
Startup Friendly: ⭐⭐⭐
Enterprise Friendly: ⭐⭐⭐⭐⭐
Customer Support: ⭐⭐⭐⭐
 

Tool 3: TOPdesk


Founded in 1997, TOPdesk has its headquarters in Delft, Netherlands. The company houses over 900 employees in its 21 offices spread across global locations. With customers such as the University of Memphis, Nando’s, Rhodes College and over 5,000 more, TOPdesk was awarded three Best of Awards from TrustRadius in 2023, which included “Best of Relationship”, “Best Feature Set” and “Best Value for Price in IT Service Management.” Kudos, TOPdesk!

TechDogs-"Tool 3: TOPdesk"-"A Screenshot Of The Asset Management Tab On The TOPdesk Platform"
Making its way as a new entrant this year, TOPdesk offers a platform in the cloud! That’s right, you can use the latest features of TOPdesk using its Software-as-a-Service deployment and brings your IT services together in one place. This makes it easy to handle customer requests, share knowledge, solve problems and manage IT assets. Essentially, it offers out-of-the-box ITSM software that doesn’t need any coding and is ready to go! All from one place.

TOPdesk brings you incident management, IT asset management, problem management, operations management and other allied solutions. That’s not all though as TOPdesk also provides a 24/7 self-service portal, a knowledge base for standard solutions, a planning board, a Kanban board for agile workflows, extensibility through 90+ integrations, customization through APIs and a mobile application to let you complete tasks on the go. What more do you need!

Feature Ratings:

Ease Of Use: ⭐⭐⭐⭐
Value For Money: ⭐⭐⭐⭐
Startup Friendly: ⭐⭐⭐⭐
Enterprise Friendly: ⭐⭐⭐⭐⭐
Customer Support: ⭐⭐⭐
 

Tool 4: SysAid


Headquartered in Tel Aviv-Yafo, Israel, SysAid was founded way back in 2002. The company has a workforce of around 200 employees, spread across 8 locations around the world. A favorite with its customers, SysAid was once again recognized by SIIA as the Best IT Management Solution and as Gartner Peer Insights Customers’ Choice for IT Service Management Tools for Midsize Enterprise in 2023.

TechDogs-"Tool 4: SysAid"- "A Screenshot Of The Admin Data Overview Page On The SysAid Platform"
A new entrant to our list this year, SysAid helps you deliver quality service management across your organization through its request, change and problem-management capabilities. Ahead of this, the platform offers you effective and unique templates and easy implementation that gets you going instantly. Furthermore, the platform offers you advanced customization options and third-party integrations, that collate all your applications and systems under one roof.

SysAid also brings powerful automation, including ticket automation that routes and sends each ticket to the right desk, while task automation completes all the repetitive and routine requests. It even provides self-service automation, allowing users to solve their issues without IT teams being dragged for simple jobs. Of course, automation isn’t complete without workflow automation, which digitizes processes that involve diverse tasks, teams and departments – all with the click of a button.

Feature Ratings:

Ease Of Use: ⭐⭐⭐⭐
Value For Money: ⭐⭐⭐⭐⭐
Startup Friendly: ⭐⭐⭐
Enterprise Friendly: ⭐⭐⭐⭐
Customer Support: ⭐⭐⭐⭐
 

Tool 5: ManageEngine ServiceDesk Plus


Founded in 2002, ManageEngine is headquartered in Del Valle, Texas, USA and has over 5,000 employees. ManageEngine serves as the enterprise IT management division of Zoho Corporation, which is a popular name in the software technology industry. Zoho was founded in 1996, is headquartered in Chennai, India and has a workforce of around 15,000 employees located in 25 offices worldwide. Brands like AT&T, Barclays, Honda and Disney and 9 out of every 10 Fortune 100 companies also trust ManageEngine ServiceDesk Plus.

TechDogs-"Tool 5: ManageEngine ServiceDesk Plus"- "A Screenshot Of The IT Assets Tab On The ManageEngine ServiceDesk Plus Platform"
Returning to our list this year, ManageEngine ServiceDesk Plus brings a unified service management platform that helps design, automate, deliver and manage critical IT and business services. It allows you to combine IT service management, IT asset management and CMDB (configuration management database), along with capabilities like full stack ITSM, self-service, automation, customizations, asset management and insightful reports and dashboards. This scalable, secure and extensible platform can even be used on-premises or in the cloud.

Its advanced features are spread across three flexible editions to suit your unique needs, from ITSM essentials to bespoke IT capabilities. First is the Standard option, giving you the core components of ITSM and serving as a dedicated service desk for IT and non-IT teams. Next comes the Professional edition, bringing all the above with IT asset management capabilities. Lastly, the Enterprise edition provides you with a unified service management platform capable of comprehensive IT Service Management.

Feature Ratings:

Ease Of Use: ⭐⭐⭐⭐⭐
Value For Money: ⭐⭐⭐⭐
Startup Friendly: ⭐⭐⭐
Enterprise Friendly: ⭐⭐⭐⭐
Customer Support: ⭐⭐⭐⭐
 

Winding It Up


IT Service Management (ITSM) Software enables companies to design and provide efficient, effective and standardized IT services through a platform that contains policies, planning, optimizing and managing stable IT service delivery and a host of other features including workflow automation and asset management.

Each business will have its unique set of IT service management needs, which is why you should ensure you pick a platform that suits your unique requirements.

Frequently Asked Questions


What Are The Top 5 IT Service Management (ITSM) Software Tools For 2024?


The top 5 IT Service Management (ITSM) Software tools for 2024 are Freshservice by Freshworks, ServiceNow, TOPdesk, SysAid and ManageEngine ServiceDesk Plus. These tools offer various features and capabilities to manage IT systems efficiently and provide standardized, efficient and transparent IT services across organizations.


How Do IT Service Management (ITSM) Software Tools Benefit Businesses?


ITSM Software tools benefit businesses by providing standardization, efficiency, effectiveness and transparency in delivering IT services. They help in planning, executing and managing IT services, along with managing IT assets, requests, problems, incidents and more. Additionally, these tools can be infused with advanced technologies like machine learning, artificial intelligence, workflow automation and Generative AI to enhance service delivery.


What Features Should Businesses Consider When Choosing An IT Service Management (ITSM) Software Tool?


When choosing an IT Service Management (ITSM) Software tool, businesses should consider features such as ease of use, value for money, startup and enterprise friendliness, customer support, IT operations management, IT asset management, incident management, problem management, change management, automation capabilities, self-service portals, knowledge bases, integrations, customization options and mobile accessibility. Evaluating these features will help businesses select a tool that aligns with their unique requirements and budget.

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Tags:

IT Service Management (ITSM) SoftwareTop 5 IT Service Management (ITSM) Software Of 2024 Enterprise Solutions Service Management IT Service Delivery IT Service Management Freshservice ServiceNow TOPdesk SysAid ManageEngine ServiceDesk Plus

References:

https://www.g2.com/categories/it-service-management-itsm-tools?utf8=%E2%9C%93&order=popular
https://www.trustradius.com/it-service-management-itsm
https://www.zluri.com/blog/it-service-management-tools/
https://www.gartner.com/reviews/market/it-service-management-platforms
https://www.capterra.com/itsm-software/?sort=most_reviews
https://www.softwaretestinghelp.com/itsm-tools/
 
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https://www.g2.com/products/sysaid/reviews
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https://www.g2.com/products/manageengine-servicedesk-plus/reviews
https://www.linkedin.com/company/manageengine/about/
https://www.linkedin.com/company/zoho/about/
https://www.manageengine.com/about-us.html
https://www.manageengine.com/products/service-desk/

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