The Best ITSM Tools

When it comes to managing IT services, choosing the right ITSM tools can make all the difference.

In this article, we’ll dive into the Top ITSM tools leading the market today. From Zendesk to Syncro, SysAid, NinjaOne, ManageEngine ServiceDesk Plus, SuperOps, Jira Service Management, and Atera.

Here is our list of the best ITSM Tools: 

1. Syncro – EDITOR'S CHOICE An all-in-one platform for MSPs combining PSA, RMM, and remote access. Popular for its flexible invoicing options. Access a free trial.
2. NinjaOne – FREE TRIAL A top-rated ITSM tool for unified endpoint management and automated patch management. Start a 14-day free trial.
3. Atera – FREE TRIAL An all-in-one IT management platform with AI-driven support and automation. Register for the 30-day free trial.
4. ManageEngine ServiceDesk Plus – FREE TRIAL A customizable ITSM tool with a powerful ticketing, asset management, and change management feature set. Start a 30-day free trial.
5. SuperOps A modern PSA and RMM platform for MSPs. It comes with robust automation and a cloud-native architecture.
6. Zendesk A user-friendly customer service platform with powerful AI and automation features. Perfect ITSM tool for improving support operations.
7. SysAid A next-gen ITSM platform with integrated AI for ticket management, categorization, and asset tracking.
8. Jira Service Management A powerful ITSM tool that integrates DevOps workflows with extensive third-party integrations.

Each of these tools offers unique and interesting ITSM features designed to help your IT operations. So, maybe you need ITSM software that excels in automation, integration, or security. This guide has your back!

So, without further ado, let’s begin.

The Best ITSM tools

1. Syncro – FREE TRIAL

Syncro is an integrated business platform (with PSA, RMM, and remote access) explicitly designed for Managed Service Providers (MSPs). It focuses on automation and efficient management of client systems. Syncro is widely popular for its flexible invoicing and payment options.

Key Features:

• AI-powered ticket management system.
• Remote monitoring of unlimited PC and Mac assets
• Additional automated alert remediation
• Automates patch management and runs scripts remotely
• Integrates with over 50 MSP and business tools

Why do we recommend it?

We highly recommend Syncro, especially for its strong integration of PSA, RMM, and remote access features. With Syncro, you can find everything you need for managing IT tasks in one place. Plus, it also offers excellent automation, ease of use, and cost-effectiveness.

Who is it recommended for?

Syncro is ideal for small to medium-sized MSPs. It is perfect for IT professionals considering an all-in-one platform to manage client assets, automate tasks, and provide remote support. Additionally, we also recommend it for those looking for an affordable, scalable solution.

Syncro pricing starts at $129/user/month or $119/user/month (annual billing). A free trial is available, no credit card is needed. Contact them for quotes or request a free trial.

Syncro Start a FREE Trial

2. NinjaOne – FREE TRIAL

NinjaOne is considered one of the best ITSM tools and is at the top of our list for various reasons. In reality, NinjaOne is more than a simple ITSM. It is full-unified endpoint management (UEM) and IT management software (with RMM and endpoint, mobile, device, and patch management). MSPs highly rate this software for its ease of use and comprehensive feature set.

Key Features:

• Endpoint management for all devices
• Automatic patch deployment and compliance
• Secure remote access for device setup and support
• Cloud-first endpoint backup for critical business data
• Free onboarding, training, and technical support

Why do we recommend it?

We recommend NinjaOne because it’s one of the best at remote management and automation. It’s perfect for IT teams who need to control and maintain devices easily. While actively testing it, we found that NinjaOne simplifies IT tasks, cuts down manual work, and keeps systems secure.

Who do we recommend it for?

We recommend NinjaOne for SMBs and MSPs looking for a reliable IT management tool. It’s also ideal for managing a remote workforce, automating patch updates across multiple devices, and ensuring continuous system monitoring and alerts.

NinjaOne offers custom pricing based on the number of devices. Register for the 14-day free trial.

NinjaOne Start a 14-day FREE Trial

3. Atera – FREE TRIAL

Atera is an all-in-one IT management platform powered by Action AI. It helps IT professionals manage, patch, and secure every endpoint. Plus, Atera streamlines IT management, thanks to features like remote monitoring, AI-driven support, help desk ticketing, network discovery, and patch management. Additionally, it’s popular among MSPs for its ease of use and seamless integration.

Key Features:

• Diagnose and fix issues on unlimited devices with RMM
• Summarize and resolve issues quickly with AI Copilot
• 24/7 AI support for end users with AI Autopilot
• Instant sessions with various remote access tools
• Real-time security scans with network discovery
• Automates software patches for various devices

Why do we recommend it?

We recommend Atera because it’s easy to use and gets the job done fast. When we tested it, we set up the platform in just a few hours. Plus, the AI ticketing system is a game-changer. It saved us time on routine tasks. We also tested it under heavy loads, and it handled everything smoothly. Plus, it works well with other tools like Splashtop, making our workflow more efficient.

Who do we recommend it for?

We recommend Atera for small to mid-sized MSPs and IT teams looking for a simple, affordable solution that gets the job done. It's ideal for remote IT support, allowing teams to manage systems quickly from anywhere. It’s also great for organizations with limited resources, as it combines multiple tools into one.

Atera's pricing starts at $149 per technician/month (billed annually) for the Professional plan. The Expert plan is $189, and the Master plan is $219, both billed annually. Enterprise pricing is available on request. A 30-day free trial is offered.

Atera Access a 30-day FREE Trial

4. ManageEngine ServiceDesk Plus – FREE TRIAL

ManageEngine ServiceDesk Plus is a highly customizable ITSM tool for enhancing help desk operations and IT processes. It integrates various IT management functions into one platform. Additionally, it efficiently manages IT requests, incidents, and assets. ManageEngine ServiceDesk Plus can be deployed on-premises or via the cloud.

Key Features:

• Manages IT ticket lifecycles
• Analyzes root causes to reduce repeat incidents
• Streamlines change planning, approval, and implementation
• Provides a service catalog for end-user access
• Publishes self-service solutions

Why do we recommend it?

We recommend ManageEngine ServiceDesk Plus simply because it’s a powerhouse for managing IT services. It helps organizations run their IT operations smoothly. Plus, it also boosts efficiency. While actively testing, it consistently performed well, proving to be a reliable and functional ITSM software.

Who do we recommend it for?

ServiceDesk Plus is perfect for mid-sized to large organizations. It is ideal for those IT teams needing a full ITSM solution, including helpdesk management, asset tracking, and change management.

ServiceDesk Plus offers pricing based on the number of technicians and IT assets. You can register for the 30-day free trial.

ManageEngine ServiceDesk Plus Start a 30-day FREE Trial

5. SuperOps

SuperOps is a modern PSA and RMM platform running on a single platform. It is designed for Managed Service Providers (MSPs). It helps streamline IT service operations by combining multiple tools into one unified platform. The platform is cloud-native, which helps with flexibility and scalability.

Key Features:

• Tools for top-notch service delivery, thanks to its PSA
• Centralized IT management via RMM
• Efficiently handle large projects with project management
• Organized asset information via IT documentation
• Manage and automate on the go with the mobile app

Why do we recommend it?

We love SuperOps for various reasons. One of those reasons is its robust automation, which is perfect for enhancing productivity for MSPs. While using the platform for a while, we stopped using other multiple tools. So, our IT management became more efficient and less stressful. Plus, its cloud-native design ensures you’re always up-to-date with the latest features and security improvements.

Who do we recommend it for?

SuperOps is an ideal all-in-one IT management solution for small to mid-sized MSPs, startups, and growing businesses. It offers remote monitoring, automation, ticketing, and patch management, suitable for various industries like technology, healthcare, and finance.

SuperOps offers flexible pricing plans, including PSA Only at $59 per tech/month, RMM Only at $79 per tech/month, Unified Basic at $99 per tech/month, and Unified Advanced at $129 per tech/month, all billed annually. They also provide a 14-day free trial. For more details or to get a quote, visit their pricing page.

6. Zendesk

Zendesk is a customer service solution designed to improve customer experiences. It uses AI-powered tools and efficient workflow management to help businesses interact better with their customers. Additionally, it allows its customers to manage interactions across email, chat, phone, and social media. It’s easy to use, highly customizable, and packed with powerful automation features. According to a Forrester study, Zendesk delivers a 286% ROI over three years.

Key Features:

• AI-powered customer service
• Tools for enhancing customer experience
• Data analytics for informed decisions
• Automation to reduce agent contacts

Why do we recommend it?

We recommend Zendesk because it makes managing customer support easy. Setting it up was quick, and we loved how it centralized our support operations. Plus, the automation features, like macros and triggers, saved us a lot of time by handling repetitive tasks. We also found the customization options to be very flexible. So we also recommend this tool if you need to adapt the platform to your specific needs.

Who is it recommended for?

Zendesk is perfect for mid-sized to large businesses needing strong customer support. It’s great for teams looking to streamline ticket management. Also, consider it for businesses managing multiple communication channels or organizations with complex support needs.

Zendesk offers pricing plans starting at $55 per agent/month for the “Team” plan, $89 for “Growth,” and $115 for “Professional” (all billed annually). Custom pricing is available for the “Enterprise” plan. They also offer a 14-day free trial, with quotes available via their website.

7. SysAid

SysAid is referred to as a next-gen IT service management platform. It incorporates generative AI to enhance every aspect of IT management. Additionally, the service also provides an all-encompassing platform for managing support tickets, asset tracking, self-service portals, and other IT-related tasks.

Key Features:

• AI-powered chatbot for end-user support
• AI for ticket categorization, routing, and sentiment analysis
• Automated workflows across departments
• Direct IT asset management within the service desk
• Comprehensive insights and recommendations based on industry benchmarks

Why do we recommend it?

We recommend SysAid for its user-friendly interface and robust asset management capabilities. Go for this ITSM if you are looking to improve your operational efficiency with features like automation, seamless integrations, and strong customer support. Additionally, SysAid offers great value for money, so it is perfect for various business needs.

Who is it recommended for?

SysAid is ideal for small to medium-sized businesses and IT departments. We recommend it for organizations needing robust asset management, ticketing, and self-service portals. Additionally, the tool works great for organizations across industries like retail, healthcare, manufacturing, and finance.

SysAid offers pricing plans based on the number of users and features, but specific details and free trial information are not provided (you can only get a demo). To obtain detailed pricing, it's recommended to visit their website or contact their sales team directly.

8. Jira Service Management

Jira Service Management (by Atlassian) is an ITSM tool designed to manage service requests, incidents, and changes. What makes it standout is its smooth integration with DevOps tools. This tool is built to streamline workflows, provide visibility, and enhance collaboration between IT and other departments. Notably, Atlassian has been recognized as a Leader in The Forrester Wave™: Enterprise Service Management, Q4 2023.

Key Features:

• Integrates Dev and Ops teams for change, incident, and request management
• Offers customizable templates and workflows for efficient setup
• Supports various departments including IT, HR, facilities, legal, and finance
• Scales with organization needs and provides customizable features
• Provides access to over 1,000 trusted applications and integrations

Why do we recommend it?

We recommend Jira Service Management for various reasons. First, simply because it comes with strong ITSM features, which is great, especially if you’re already using Atlassian products. Also, when we tested it initially, we loved how well it integrated with Jira Software and Confluence. This makes it easy for both development and IT services to meet in one place.

Who Do We Recommend It For?

Jira Service Management is preferred for medium to large businesses across industries like IT, education, finance, and healthcare. It’s perfect for teams managing complex workflows and multiple service requests. A few use case examples are IT support teams, HR and facilities teams, or customer support teams.

Jira Service Management pricing includes a Free plan for up to 3 agents, Standard at $20 per agent/month, Premium at $45 per agent/month, and custom Enterprise pricing. A 7-day free trial is also available. For more details, visit Jira Service Management Pricing.