Top 10 IT Management Software Comparison
By Lucy Chen | Published: 2025-02-19 | Category: It Management Software
About It Management Software
IT management software encompasses tools designed to help organizations manage their technology infrastructure, operations, and services efficiently. This includes functions like help desk support, asset tracking, network monitoring, endpoint management, and IT service management (ITSM).
Scoring Criteria
- → Feature Set
- → Ease of Use
- → Integration Capabilities
- → Support
- → Value for Money
The Best It Management Software
#10
Zoho Desk
By Zoho Corporation
A context-aware help desk software that is part of the broader Zoho ecosystem, offering strong value.
Platforms & Use Cases
Platforms: Web, iOS, Android
Best For: Help Desk, Customer Support, Internal IT Support, Ticket Management, Knowledge Base
Key Features
- ✓Multichannel Ticketing: Supports email, phone, chat, social media, web forms.
- ✓Contextual AI (Zia): AI assistant for sentiment analysis, smart suggestions, ticket tagging.
- ✓Automation: Workflow rules, macros, assignment rules.
- ✓Self-Service Portal: Customizable portal with knowledge base and community forums.
- ✓Integration with Zoho Suite: Seamless integration with Zoho CRM, Analytics, and other apps.
Scorecard (Overall: 8.3 / 10.0)
Pricing
Free
Contact Vendor
- Up to 3 agents
- Email ticketing
- Customer Management
- Private Knowledge Base
- Mobile Apps
Limitations: Basic features, Limited automation
Standard
$14.00 / Monthly per Agent (Annual Billing)
- Social & Community channels
- Product-based ticket management
- SLAs
- Basic Reports
- Work Modes
Limitations: Limited API, Basic workflow rules
Professional
$23.00 / Monthly per Agent (Annual Billing)
- Multi-department ticketing
- Time Tracking
- Advanced SLAs
- Ticket Sharing
- Automation (Blueprint)
Limitations: Zia features limited
Enterprise
$40.00 / Monthly per Agent (Annual Billing)
- Live Chat
- Zia AI features
- Multi-level IVR
- Custom Functions
- Role-based access
- Sandbox
Limitations: Highest cost tier for Zoho Desk
Pros
- + Excellent value for money, very affordable
- + Strong integration within the Zoho ecosystem
- + Good AI features (Zia) in higher tiers
- + User-friendly interface
Cons
- - Primarily a help desk tool, not a full ITSM suite
- - Lacks deep ITIL process support and asset management
- - Interface can feel busy with many options
Verdict
"A superb value proposition for SMBs needing a robust help desk solution, especially those already using or planning to use other Zoho applications."
#9
Zendesk Suite
By Zendesk
A customer service platform often adapted for internal IT help desk and basic ITSM use cases.
Platforms & Use Cases
Platforms: Web, iOS, Android
Best For: Help Desk, Customer Support, Internal IT Support, Knowledge Management, Community Forums
Key Features
- ✓Ticketing System: Omnichannel ticketing (email, web, chat, phone, social).
- ✓Help Center: Robust knowledge base and community forum capabilities.
- ✓Messaging & Chat: Live chat and messaging integration.
- ✓Reporting & Analytics: Tools for tracking support performance.
- ✓Automation (Triggers/Automations): Rule-based automation for ticket handling.
Scorecard (Overall: 8.2 / 10.0)
Pricing
Suite Team
$55.00 / Monthly per Agent (Annual Billing)
- Ticketing
- Messaging
- Help Center
- Basic Automation
- Standard Reporting
Limitations: Limited customization, Basic SLA management
Suite Growth
$89.00 / Monthly per Agent (Annual Billing)
- Team features + Self-service portal
- AI-powered knowledge management
- Intermediate SLA management
- Customizable ticket layouts
Limitations: Light Agent access costs extra
Suite Professional
$115.00 / Monthly per Agent (Annual Billing)
- Growth features + Advanced reporting
- Community Forums
- Advanced SLA management
- HIPAA Compliance options
Limitations: Advanced AI features may cost extra
Suite Enterprise
Contact Vendor
- Professional features + Custom roles
- Advanced data retention
- Sandbox
- API rate limits increased
Pros
- + Excellent user experience for agents and end-users
- + Strong omnichannel support capabilities
- + Mature knowledge base and self-service features
- + Large app marketplace
Cons
- - Not a dedicated ITSM tool; lacks deep ITIL process support (Change, Problem Mgmt)
- - No built-in asset management
- - Can become expensive for large teams
Verdict
"A top choice for organizations prioritizing user experience for internal help desk and support, especially if they don't need deep ITIL process compliance or integrated asset management."
#8
NinjaOne
By NinjaOne
A unified IT operations platform focused on RMM, endpoint management, and basic ticketing.
Platforms & Use Cases
Platforms: Web, Windows, macOS, Linux
Best For: Remote Monitoring & Management (RMM), Endpoint Management, Patch Management, Help Desk/Ticketing, Backup
Key Features
- ✓RMM: Real-time monitoring and management of endpoints and networks.
- ✓Patch Management: Automated patching for Windows, macOS, and third-party applications.
- ✓Remote Access: Integrated secure remote access tools.
- ✓Ticketing: Built-in help desk ticketing system integrated with RMM alerts.
- ✓Automation Engine: Scripting and automation for routine IT tasks.
Scorecard (Overall: 8.4 / 10.0)
Pricing
Per-device
Contact Vendor
- RMM
- Patch Management
- Remote Access
- Basic Ticketing
- Reporting
- Automation
Limitations: Ticketing is less feature-rich than dedicated ITSM tools, Primarily endpoint-focused
Pros
- + Excellent RMM and endpoint management capabilities
- + Very intuitive and easy-to-use interface
- + Strong automation features
- + Highly rated customer support
Cons
- - Ticketing/Help Desk is basic compared to full ITSM suites
- - Less focused on ITIL processes
- - Pricing is per-device, which can scale differently
Verdict
"Best-in-class for RMM and endpoint management with integrated basic ticketing. Ideal for MSPs or IT departments heavily focused on device management and automation."
#7
Ivanti Neurons for ITSM
By Ivanti
A flexible ITSM platform offering cloud, on-premises, and hybrid deployment options with strong automation features.
Platforms & Use Cases
Platforms: Web, Windows, macOS, iOS, Android
Best For: ITSM, ITAM, Endpoint Management, Service Desk, Automation
Key Features
- ✓Automation Engine: Drag-and-drop workflow designer for automating ITSM processes.
- ✓Voice Automation: Integrates voice interactions into service management workflows.
- ✓Neurons Platform: Leverages AI for hyper-automation, self-healing, and self-securing devices.
- ✓Flexible Deployment: Available as Cloud, On-Premises, or Hybrid.
- ✓Comprehensive ITSM/ITAM: Includes modules for Incident, Problem, Change, Asset, etc.
Scorecard (Overall: 8.1 / 10.0)
Pricing
Quote-based
Contact Vendor
- Full ITSM suite
- Automation tools
- Deployment flexibility
- Integration with Ivanti security/UEM products
Limitations: Pricing not transparent, Can be complex
Pros
- + Highly flexible deployment options
- + Strong automation capabilities
- + Integrates well within the broader Ivanti ecosystem (UEM, Security)
- + Good balance of features and configurability
Cons
- - Can be complex to configure
- - Pricing requires a custom quote
- - User interface perceived as less modern by some
Verdict
"A robust and flexible ITSM solution, particularly strong for organizations invested in the Ivanti ecosystem or needing powerful automation and deployment flexibility."
#6
BMC Helix ITSM
By BMC Software
A powerful, AI-driven ITSM suite for complex enterprise environments, available on-premises or cloud.
Platforms & Use Cases
Platforms: Web, iOS, Android
Best For: ITSM, ITOM, Enterprise Service Management, Cognitive Service Management
Key Features
- ✓Cognitive Automation: AI/ML for predictive insights, automated classification, and routing.
- ✓Comprehensive ITSM Processes: Mature Incident, Problem, Change, Service Request, Knowledge Management.
- ✓Multi-Cloud Management: Capabilities for managing services across different cloud environments.
- ✓Container Deployment: Offers containerized deployment for flexibility.
- ✓Persona-based UX: Tailored interfaces for different user roles.
Scorecard (Overall: 8.1 / 10.0)
Pricing
Quote-based
Contact Vendor
- Varies based on deployment (Cloud/On-Prem) and modules
- Full ITSM suite
- AI capabilities
- CMDB
Limitations: High cost, Complexity
Pros
- + Highly scalable and feature-rich for large enterprises
- + Strong focus on AI and automation
- + Comprehensive ITSM process support
- + Flexible deployment options
Cons
- - Expensive
- - Complex to implement and manage
- - Interface can be less intuitive than some competitors
Verdict
"A top-tier enterprise ITSM solution, rivaling ServiceNow in scope and power, best suited for large, complex organizations needing advanced AI and automation capabilities."
#5
Freshservice
By Freshworks
An intuitive cloud-based ITSM and service management platform known for its ease of use.
Platforms & Use Cases
Platforms: Web, iOS, Android
Best For: ITSM, Help Desk, Asset Management, Incident Management, Project Management
Key Features
- ✓Ticketing System: Multi-channel support (email, portal, chat) with automation.
- ✓Asset Management: Integrated IT asset discovery and tracking.
- ✓Service Catalog: User-friendly portal for service requests.
- ✓Workflow Automator: No-code/low-code workflow automation builder.
- ✓Freddy AI: AI features for ticket routing, suggested solutions, and chatbot capabilities.
Scorecard (Overall: 8.5 / 10.0)
Pricing
Starter
$19.00 / Monthly per Agent (Annual Billing)
- Incident Management
- Knowledge Base
- Self Service Portal
- SLA Management
Limitations: Limited asset management, Basic automation
Growth
$49.00 / Monthly per Agent (Annual Billing)
- Starter features + Service Catalog
- Asset Discovery
- Purchase Order Management
Limitations: Limited change/problem management
Pro
$95.00 / Monthly per Agent (Annual Billing)
- Growth features + Problem, Change, Release Management
- Software License Management
- Project Management
- Analytics Pro
Limitations: Advanced AI features extra
Enterprise
$115.00 / Monthly per Agent (Annual Billing)
- Pro features + Freddy AI Agent Assist
- Sandbox
- Audit Logs
Limitations: Highest cost tier
Pros
- + Very intuitive and easy-to-use interface
- + Strong automation capabilities
- + Good mobile apps
- + Integrated AI features
Cons
- - Can get expensive at higher tiers
- - Some advanced features only available in Pro/Enterprise
- - Reporting could be more robust in lower tiers
Verdict
"An excellent choice for businesses prioritizing ease of use and quick implementation, offering a modern interface and strong automation without excessive complexity."
#4
SolarWinds Service Desk
By SolarWinds
A cloud-based ITSM solution focused on employee service management, incident management, and asset tracking.
Platforms & Use Cases
Platforms: Web, iOS, Android
Best For: ITSM, Help Desk, Asset Management, Incident Management, Employee Service Portal
Key Features
- ✓Incident Management: AI-powered ticketing and incident resolution workflows.
- ✓Service Catalog: Streamlined service request portal.
- ✓IT Asset Management: Discovery, tracking, and management of hardware and software assets.
- ✓Change Management: Structured process for managing IT changes.
- ✓Employee Experience Focus: Features designed to improve employee interactions with IT.
Scorecard (Overall: 8.2 / 10.0)
Pricing
Essentials
$19.00 / Monthly per Technician
- Incident Management
- Service Portal
- Knowledge Base
Limitations: Limited integrations, No asset management
Advanced
$39.00 / Monthly per Technician
- Essentials features + Service Catalog
- Change Management
- SLA Management
- Basic ITAM
Limitations: Limited Change Management features
Premier
$69.00 / Monthly per Technician
- Advanced features + Advanced ITAM (Discovery)
- Problem Management
- Release Management
- Contract Management
Limitations: Some advanced features might be add-ons
Pros
- + Modern and intuitive user interface
- + Strong focus on employee experience
- + Good integration with SolarWinds monitoring tools
- + AI capabilities for ticketing
Cons
- - Pricing can increase with agents and assets
- - Some advanced features require higher tiers
- - Less customizable than ServiceNow or BMC
Verdict
"A solid cloud-based ITSM solution with a user-friendly design and good asset management, suitable for mid-market companies prioritizing ease of use and employee service."
#3
ManageEngine ServiceDesk Plus
By Zoho Corporation
A comprehensive IT help desk and asset management software available in cloud and on-premises versions.
Platforms & Use Cases
Platforms: Web, Windows, Linux, iOS, Android
Best For: ITSM, Help Desk, Asset Management, Endpoint Management, Project Management
Key Features
- ✓Incident Management: Robust ticketing system with automation.
- ✓IT Asset Management: Discovery, tracking, and management of hardware and software assets.
- ✓CMDB: Visualize and manage configuration items and their relationships.
- ✓Service Catalog: Customizable portal for service requests.
- ✓Reporting & Analytics: Extensive built-in and custom reporting options.
Scorecard (Overall: 8.5 / 10.0)
Pricing
Standard
$10.00 / Monthly per Technician (Cloud)
- Help Desk Management
- SLA Management
- Self-Service Portal
Limitations: No Problem/Change/Asset Management
Professional
$21.00 / Monthly per Technician (Cloud)
- Standard features + Asset Management
Limitations: No Problem/Change Management
Enterprise
$50.00 / Monthly per Technician (Cloud)
- Professional features + Problem, Change, Release Mgmt
- Service Catalog
- CMDB
- Project Management
Limitations: Advanced analytics might cost extra
On-Premises
Contact Vendor
- Similar tiers to Cloud (Standard, Pro, Enterprise)
Limitations: Requires self-hosting and maintenance
Pros
- + Broad feature set covering ITSM and ITAM
- + Competitive pricing, good value
- + Available as cloud or on-premises
- + Integrates well with other ManageEngine products
Cons
- - Interface can feel dated or cluttered to some users
- - On-premises version requires infrastructure management
- - Advanced features mostly in Enterprise tier
Verdict
"A strong all-around choice offering excellent value, particularly for mid-sized organizations needing comprehensive ITSM and asset management capabilities."
#2
Jira Service Management
By Atlassian
An ITSM solution built on the Jira platform, strong for DevOps and development teams.
Platforms & Use Cases
Platforms: Web, iOS, Android
Best For: ITSM, Help Desk, Incident Management, Change Management, DevOps Support
Key Features
- ✓Request Management: Intuitive portal for users to submit IT requests.
- ✓Incident Management: Tools for rapid response and resolution of incidents.
- ✓Change Management: Automated change approvals and risk assessment, integrates with CI/CD pipelines.
- ✓Asset Management: Basic tracking of IT assets and configuration items.
- ✓Knowledge Base: Integrated Confluence knowledge base for self-service.
Scorecard (Overall: 8.5 / 10.0)
Pricing
Free
Contact Vendor
- Up to 3 agents
- Basic request, incident, problem management
Limitations: Limited storage, Community support only
Standard
$22.05 / Monthly per Agent
- Up to 5,000 agents
- Asset Management
- SLA Management
- 250 GB Storage
Limitations: Limited advanced ITSM features
Premium
$49.35 / Monthly per Agent
- Unlimited storage
- Advanced Incident Management
- Change Management automation
- Asset discovery
Limitations: Some enterprise features require Enterprise tier
Enterprise
Contact Vendor
- Data residency
- Atlassian Analytics
- 24/7 Enterprise support
Pros
- + Excellent integration with Jira Software and DevOps tools
- + User-friendly interface
- + Competitive pricing, including a free tier
- + Strong marketplace for apps/integrations
Cons
- - Asset management less mature than dedicated tools
- - Can become complex with extensive customization
- - Premium/Enterprise features needed for full ITSM
Verdict
"Ideal for organizations already using Atlassian tools, especially those with strong DevOps practices, offering a flexible and cost-effective ITSM solution."
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#1
ServiceNow IT Service Management
By ServiceNow
A comprehensive, cloud-based platform offering extensive ITSM capabilities for large enterprises.
Platforms & Use Cases
Platforms: Web
Best For: ITSM, IT Operations Management (ITOM), IT Asset Management (ITAM), Enterprise Service Management
Key Features
- ✓Incident Management: Streamlines incident resolution processes.
- ✓Problem Management: Identifies and addresses root causes of recurring issues.
- ✓Change Management: Manages IT infrastructure changes with risk assessment.
- ✓Service Catalog: Provides a user-friendly portal for requesting IT services.
- ✓CMDB: Configuration Management Database for tracking IT assets and relationships.
Scorecard (Overall: 8.4 / 10.0)
Pricing
Quote-based
Contact Vendor
- Varies based on modules (ITSM Standard, Pro, Enterprise)
- Incident, Problem, Change Management
- Request Management
- CMDB
- Reporting
Limitations: Complexity requires significant configuration, Higher cost
Pros
- + Extremely powerful and feature-rich
- + Highly customizable platform
- + Strong integration ecosystem
- + Mature ITSM processes
Cons
- - Very expensive
- - Complex implementation and administration
- - Steep learning curve
Verdict
"Best suited for large enterprises needing a comprehensive, highly customizable ITSM platform with deep capabilities, despite the high cost and complexity."
Final Thoughts
The IT management software landscape offers diverse solutions, from comprehensive enterprise ITSM platforms like ServiceNow and BMC Helix ITSM to user-friendly options like Freshservice and Jira Service Management. ManageEngine ServiceDesk Plus provides a strong balance of features and value, while tools like NinjaOne excel in endpoint management and RMM. Zendesk and Zoho Desk offer excellent help desk capabilities, often sufficient for internal support needs.