Best ITSM Tools

Good ITSM tools support a whole set of ITSM processes. They are offered as a suite of services for execution of ITSM processes in an organization. The core process is a workflow management system that handles service requests, incidents, changes, and other problems.

The workflow links the various entities that are managed by the ITSM tools. The easy usability of the tools, its features, the various types of services it offers, the facility to easily link between service requests, incidents, changes, and other problems, and other such factors play a deciding role in determining the Best ITSM Tools.

ITSM is a device management system for centralized management, monitoring, and security of devices connected to organization networks. Typically, ITSM software combines security management, mobile device management, remote management and patch management. Common tools used for ITSM are remote monitoring and management, service desk, and patch management.

Comodo IT and Security Manager (ITSM) – Comodo One

Comodo IT and Security Manager (ITSM) is a top-notch centralized device management system that allows administrators to completely manage, monitor and secure all the devices which connect to enterprise networks.

Features

• Easy, total IT management of all devices connected to the enterprise network
• Supports Windows, Mac OS X, Linux OS, Android and iOS devices
• Single consolidated dashboard that provides information of all devices and their status
• Best suited for Managed Service Providers (MSPs) to grow business
• Allows MSPs to offer subscription-based services for new and existing customers
• Allows MSPs to expand customer base with a scalable, open platform
• Enables MSPs to provide endpoint security, web security, data backup and network monitoring and protection
• Boosts IT productivity with seamless integration between services, functions, and toolsets
• Helps reduce costs with complementary platform, tools, and multiple integrated services
• Contains industry-leading endpoint security-as-a service – Comodo® Advanced Endpoint Protection (AEP) prevents both known and unknown malware from executing on endpoints
• Utilizes unique “default deny” approach to stopping malware
• Runs unknown files safely in automatic containment while a full analysis determines if the file is benign or malware
• cWatch — network monitoring delivers real-time threat intelligence helps keep customers’ data and systems secure without affecting network performance, supports private and public cloud platforms, hybrid environments, and on-premises infrastructures
• Helps standardize and automate existing processes
• Allows viewing of real-time data and alerts from customer networks
• Offers License Management, Asset Management, Staff Administration and User Management, Account and Application Management, Portal Setting
• It is Free – the RMM , Patch Management, and Cloud-based Service Desk tools are free

JIRA Service Desk Software

Jira Service Desk from Atlassian is built for IT and service teams, providing them with everything they need for out-of-the-box incident, problem, and change management requirements.

Features

• Fully featured service desk with self-service, automation, SLAs, and CSAT reporting
• Self-service – allows customers to help themselves
• Automated knowledge base suggestions by adding Confluence to Jira Service Desk
• Can be integrated with Jira Software – to link IT tickets
• Automates repetitive tasks to lighten workload
• ITIL-certified and PinkVERIFY™ service desk
• Supports service request, incident, problem, and change management
• Robust API can extend service desk
• Enables delivery on SLAs
• Provides visibility into important business metrics
• Enables real-time collaboration with increased visibility
• Atlassian Marketplace offers over 350 compatible apps for asset management, CRM, surveys and more
• Offers monthly and annual subscriptions
• Free for 7 days; $10/ month for up to 3 agents; $20 per agent/month for 4-15 agents; More number of agents – cost decreases proportionately

Freshservice by Freshworks

Freshservice offers an easy-to-use, simple-to-configure IT service desk solution in the cloud. It allows you to modernize IT and other business functions.

Features

• User-friendly online ITSM solution

Smart IT service management software

• Powerful ticketing and asset management capabilities
• Offers incident, SLA, problem, change, release and asset management functionalities
• Automation, self-service portal, and task management
• Inventory management
• Asset auto-discovery
• CMDB/ Configuration management
• Asset Lifecycle management
• Contract management
• Custom reports
• Security Extensions – APIs, Mobile Apps
• Supports Windows, Mac OS X, Linux OS, Android and iOS devices
• Facility to put knowledge base on the cloud
• Offers free version and free trial
• Starting price $29.00/month/user

SolarWinds RMM by SolarWinds MSP

SolarWinds RMM provides a comprehensive, scalable, safe and smart IT platform. It provides numerous tools for better security and maintenance of IT operations

Features

• Supports Windows, Mac OS X, Linux OS, Android and iOS devices
• Single web-based dashboard to keep track of all IT assets
• Near real-time monitoring and maintenance across platforms and devices
• Support for multiple types of devices – workstations, servers, network devices, virtual machines, mobile, and Internet of Things (IoT) devices
• Remote access
• Patch management
• Service desk integration
• Managed antivirus
• Web protection with web content filtering
• Hybrid cloud backup and recovery
• Asset and inventory tracking
• Easy drag-and-drop automation of routine tasks
• Automated monitoring and maintenance
• Backup and recovery
• Automated robust reports
• Prescriptive analytics to prevent IT issues
• Free for 30 Days

ServiceDesk Plus by ManageEngine

ServiceDesk Plus provides all essentials for your IT help desk. It provides great visibility and central control in dealing with IT issues to ensure that businesses do not suffer any downtime. ServiceDesk Plus is a full-fledged IT Help Desk with productive help desk staff.

Features

• Supports Windows, Mac OS X, Linux OS, Android and iOS devices
• On-Premise and on-demand versions
• Integrated Package with tools for: Incident management
• Problem management
• Change management
• IT project management
• Service catalog
• Asset management
• CMDB (Available only on-premises)
• Self-service portal
• Knowledge base
• Multi-site support
• SLA management
• Help desk reports
• IT asset discovery
• Software asset management
• Asset inventory reports
• Purchase management
• Contracts management
• Standard, Professional and Enterprise plans
• Free trial for 30 days
• Starts at $96.00/year/user

ITSM Tools – the Best

The best ITSM tools are multi-purpose, scalable solutions such as Comodo ITSM, that ensure complete security of all the devices that are connected to the managed organization IT network.

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