5 Best

ITSM Software 2025 to Streamline Your IT Operations

Make the smartest choice for boosting efficiency, reducing downtime, and achieving reliable service delivery.

Last Updated: February 2025

ADVERTISER DISCLOSURE
Best value
1
Freshservice

Freshservice

Comprehensive ITIL Support.
Robust incident management.
Advanced automation capabilities.
Extensive integration options.
Customizable service portals.
9.6
Outstanding
2
monday service logo

monday service

Customizable IT Workflows.
Centralized Incident Management.
Collaborative Service Desk.
Automation for ticket routing.
Connects with other ITSM tools.
9.0
great
3
ClickUp Logo

ClickUp

Flexible IT Project Management.
Custom Dashboards for IT Teams.
Service Request Management.
Centralizes IT documentation and solutions.

8.5
very Good
4
NinjaOne ITSM logo

NinjaOne

Unified Endpoint Management.
Efficient Patch Management.
Offers robust RMM capabilitie.
Intuitive and accessible user interface.
8.2
good
5
Top 5 ITSM Software

Atera

Combined RMM and PSA tool.
Cloud-Based Accessibility.
AI-Powered Automation
Offers a pay-per-technician model.
7.6
good

Criteria for Evaluation of ITSM Software

We assessed each ITSM software based on the following key factors:

  • Scalability: Assess whether the ITSM software can scale up to accommodate your business’s growth. It should handle increased workloads and more complex IT service demands without significant performance degradation.
  • Security Features: Given the sensitive nature of IT operations, the security features of the ITSM software are paramount. Ensure it offers robust security measures to protect data and comply with relevant regulations.
  • Integration Capabilities: Consider how well the software integrates with other tools and systems you already use. 
  • Customization: Look for software that allows customization to fit your specific processes and business needs. Customization can include modifying workflows, forms, and reports.
  • User Experience: Evaluate the user interface and overall user experience. The software should be intuitive and easy to use to ensure high adoption rates among your IT staff and users.
  • Automation Features: Automation is key to increasing efficiency. Examine the ITSM software’s ability to automate routine tasks, such as ticket routing and incident management.
  • Cost Effectiveness: Consider the total cost of ownership, including licensing, implementation, and maintenance fees.
  • Support and Training: Good vendor support and comprehensive training resources are essential. This support can drastically reduce the learning curve and enhance the effectiveness of the software.
  • Reporting and Analytics: These features help track performance, spot trends, and make informed decisions about IT infrastructure management.
  • Vendor Reputation and Stability: Research the vendor’s market presence, customer reviews, and stability. A reputable vendor should offer consistent updates and demonstrate long-term viability in the ITSM market

These criteria ensured a thorough evaluation of each platform’s ability to serve a variety of business needs.

Our Editors’ Top 5 Choices

More details

1

Freshservice

Best for comprehensive ITIL-based service management
Freshservice enterprise-grade ITSM overview
Freshservice delivers enterprise-grade ITSM capabilities, combining simplicity with AI-powered features to enhance operational efficiency.
  • Comprehensive ITIL Support: Implement industry-standard IT service management processes effortlessly.
  • AI-Powered Service Desk: Resolve tickets faster with smart, automated suggestions.
  • Advanced Analytics Tools: Gain actionable insights with robust ITSM reporting.

Top Benefits and Features:

Freshservice offers a robust ITIL-based service management system, enabling seamless incident, problem, and change management. Its AI-powered service desk streamlines ticket resolution, reducing response times and improving user satisfaction. The platform also provides a comprehensive asset management tool, ensuring effective tracking and maintenance of IT infrastructure. With advanced analytics and reporting, businesses can gain critical insights to optimize IT operations.

Why Choose Freshservice:

Freshservice is well-suited for medium to large enterprises with complex IT infrastructures that demand detailed tracking of incidents, assets, and changes. Freshservice empowers IT teams to operate more efficiently by offering automation and AI-driven tools that reduce workload and ensure fast, consistent service delivery. Businesses looking to improve compliance and align with industry standards will find Freshservice a reliable partner.

Positive
  • Comprehensive Feature Set
  • User-Friendly Interface
  • Scalable Pricing Plans
  • Strong Security and Compliance
Negatives
  • High Cost for Advanced Features
  • Limited Non-IT Use Cases
  • Complex Setup for Custom Workflows
  • Asset Management Limitations in Lower Plan
Visit site

Freshservice Logo | Try for Free – No Credit Card Required


2

monday service

Excellent for collaborative IT workflows
Monday Service dashboard showcasing service management categories.
Monday Service empowers teams to transition from reactive to proactive support with AI-driven automations. The platform supports various service categories, including IT, HR, facilities, and procurement, enabling organizations to centralize and streamline their service operations for maximum efficiency.
  • Customizable IT Workflows: Tailor IT workflows to fit your specific operational needs.
  • Real-Time Team Collaboration: Keep IT teams aligned with updates and shared task boards.
  • Seamless Tool Integrations: Connect with Slack, Jira, and more to enhance efficiency.

Top Benefits and Features:

monday.com excels in customizable workflows, allowing IT teams to tailor processes like ticket management and project tracking. Its collaborative dashboards make it easy to monitor team progress and share updates in real-time. Integration with tools like Jira and Slack ensures a smooth flow of information across platforms, while automation features reduce manual effort by streamlining repetitive tasks such as ticket routing and status updates.

Why Choose monday service:

monday.com is perfect for IT teams seeking a collaborative and visually engaging platform to manage IT operations. It is particularly valuable for small to medium-sized businesses that need flexibility in structuring workflows and tasks. With its highly customizable interface, monday.com supports a range of IT processes, without the complexity of traditional ITSM systems. This makes it an excellent choice for teams transitioning from manual or disjointed tools to a unified and user-friendly IT management solution.

Positive
  • Customizable Workflows
  • AI-Powered Automation
  • Seamless Integrations
  • Scalable for all businesses
Negatives
  • Steep Pricing for Small Teams
  • Complexity for New Users
  • Limited Offline Functionality
  • Learning Curve for Advanced Features
Visit site

monday.com Logo | Start your 14-Day Trial Today


3

ClickUp

Ideal for task-driven IT service management
ClickUp ITSM view
  • Task-Driven ITSM Management: Organize and prioritize IT tasks with ease.
  • Powerful Workflow Automation: Automate repetitive processes to save time.
  • Centralized Knowledge Base: Keep IT documentation accessible and organized.

Top Benefits and Features:

ClickUp is a versatile tool for IT service management with its task prioritization, workflow customization, and detailed project tracking. The platform’s powerful automation simplifies routine IT tasks like ticket escalations and follow-ups, improving efficiency. Additionally, ClickUp’s knowledge management system consolidates IT documentation, enabling faster ticket resolutions and supporting self-service options. Its custom dashboards provide real-time visibility into key ITSM metrics.

Why Choose ClickUp:

ClickUp is a great fit for IT teams looking to integrate service management with project and task management capabilities. Its versatility makes it appealing to startups and growing businesses that want a cost-effective, all-in-one platform for IT operations. ClickUp simplifies complex IT workflows, helping teams stay organized and prioritize critical tasks while ensuring transparency across departments.

Positive
  • Versatile task management
  • Centralized knowledge base
  • Affordable pricing
  • Real-time dashboards
Negatives
  • Overwhelming feature set
  • Limited ITSM-specific integrations
  • Mobile app can feel cluttered
  • Advanced reporting tools are not as robust
Visit site

ClickUp Logo ClickUp | Get Started with Unlimited Members


4

NinjaOne

Best for unified endpoint management in ITSM
Dashboard of NinjaOne IT management software showcasing patching compliance and device insights.
The NinjaOne dashboard provides a centralized view of patching compliance, device management, and system insights, making IT operations more efficient.
  • Unified Endpoint Management: Manage all endpoints from a single platform.
  • Streamlined Remote Support: Resolve IT issues quickly with remote troubleshooting.
  • Automated Patch Deployment: Keep systems secure with automatic patch updates.

Top Benefits and Features:

NinjaOne combines endpoint management and ITSM tools in a unified platform, ensuring smooth monitoring and maintenance of IT systems. Its remote management capabilities allow IT teams to address issues from anywhere, minimizing downtime. Automated patch management ensures all devices are updated and secure, reducing vulnerabilities. The platform also provides clear and actionable reporting, helping teams proactively identify and resolve potential risks.

Why Choose NinjaOne:

NinjaOne is the ideal choice for IT professionals and managed service providers (MSPs) who need a centralized platform for endpoint management and service delivery. Its cloud-based approach offers unparalleled flexibility, enabling teams to remotely monitor, manage, and secure IT assets. For IT teams seeking a secure and reliable system to minimize downtime and enhance productivity, NinjaOne is a trusted solution.

Positive
  • Robust Automation Capabilities
  • Excellent Customer Support
  • Comprehensive Reporting and Analytics
  • Seamless Integrations
Negatives
  • Limited Mobile Application Features
  • Complexity in Advanced Features
  • Higher Cost for Small Businesses
  • Focused on IT Teams
Visit site

Ninjaone Logo | Get a Quote Today


5

Atera

Excellent for all-in-one IT management
Atera IT management platform powered by Action AI.
The Atera IT management platform leverages Action AI to enhance efficiency, enabling streamlined device management, patching, and endpoint security for IT professionals.
  • All-in-One IT Management: Combine RMM, PSA, and remote access in one solution.
  • Proactive Monitoring Tools: Get real-time alerts to prevent IT disruptions.
  • Cost-Effective Pricing Model: Enjoy predictable costs with per-technician pricing.

Top Benefits and Features:

Atera is an all-in-one IT management solution that integrates RMM, PSA, and remote access into a single platform. Its real-time monitoring and alert system allow IT teams to address issues proactively, ensuring minimal disruptions. Automation features like scheduled maintenance and reporting save time and enhance efficiency. With its transparent per-technician pricing model, Atera is both scalable and cost-effective for IT service management needs.

Why Choose Atera:

Atera is designed for small to medium-sized IT service providers and MSPs. Its user-friendly interface and transparent pricing model make it accessible for teams with limited budgets who still require robust ITSM functionality. It’s an excellent choice for businesses looking to scale their IT operations without adding complexity or hidden costs.

Positive
  • Comprehensive All-in-One Platform
  • Scalable Pricing Plans
  • AI-Powered Automation
  • User-Friendly Interface
Negatives
  • Limited Customization in Lower Plans
  • Enterprise Features Behind Paywall
  • Focus on IT Teams Only
  • Dependency on Internet Connectivity
Visit site

Atera Logo | Explore All Features, Free for 30 Days


Logo - Header

Copyright © 2017 - 2024 work-management.org Ltd. All Rights Reserved.

Work-Management.org is dedicated to empowering professionals and businesses in making well-informed decisions about work management tools and software. Our platform provides comprehensive information on a diverse array of products and services in the realm of project management, task management, CRM systems, and more. While we ensure the data is up-to-date and insightful, it’s important to note that certain details, including but not limited to prices, features, and special offers, are sourced directly from our industry partners. These aspects are dynamic and subject to change at any time without prior notice. Our content, grounded in thorough research and expertise, is intended to guide and inform your decision-making process. However, it does not serve as a substitute for legal or professional advice. As industry experts, we strive to present the most accurate, relevant, and helpful information to assist you in navigating the complex world of work management software.

Work Management
Logo
Skip to content