15 Best ITSM tools for modern IT teams in 2024

According to recent research, the IT service management software market is set to grow to $22 billion by 2028. The surge in demand for ITSM tools is attributed to accelerated digital transformation, rising adoption of cloud computing, and more complex IT infrastructures in general.

The research further notes that another significant driver of the potential growth is the need for businesses to optimize for cost and resources. IT leaders are held tightly accountable for their budget spend, nudging them to look for ITSM tools rich in automation and AI capabilities.

The ITSM market is witnessing a surge in demand for ITSM tools emphasizing automation, enabling organizations to do more with fewer resources. - MarketsandMarkets

The indisputable fact remains: Prioritizing ITSM solutions that leverage AI automation capabilities is key to delivering business growth.

Whether you’re looking to invest in a new ITSM software or looking to add more AI and automation capabilities to your existing IT stack, we believe that the below list of modern ITSM tools will help you choose the best fit for your organization.

1. Atomicwork

Atomicwork is a modern IT service management solution that is built with AI from the ground up. The platform aims at bringing service management to where end users spend their time most at work—on collaboration platforms like MS Teams and Slack.

Key features:

• Conversational AI assistant powered by generative AI to service repetitive employee queries from a centralized knowledge base
• Automated, one-click resolutions for frequent requests like user provisioning or password resets
• Intelligent workflows and powerful automation for key ITSM processes like asset, incident, and service request management
• Encompasses extensive enterprise management capabilities to connect end users with HR, finance or payroll teams, apart from just the IT department

Atomicwork is redefining how ITSM is thought of traditionally—moving away from portal and ticket-centric IT support to contextual and people-focused IT service management.

2. BMC Helix ITSM

BMC Helix ITSM provides service desk excellence with its automation and AI integration capabilities. It offers advanced features for incident management, problem resolution, and service optimization. BMC Helix ITSM is suitable for large enterprises needing advanced AI-driven automation and predictive capabilities to enhance service delivery and operational efficiency.

Key Features:

1. Cognitive automation and AI
2. Predictive service management
3. Multi-cloud type support

3. CA Service Desk Manager

CA Service Desk Manager by Broadcom focuses on efficient ticketing and incident management. Its powerful reporting and analytics tools help large organizations make data-driven decisions and improve IT service quality.

Key Features:

1. Out-of-the-box service desk automation
2. Collaborative self-service options
3. xFlow analyst interface for improved agent experience

4. Easyvista Service Manager

Easyvista is positioned as an intelligent service management platform that can tackle complex IT requirements. As their name implies, the cloud-based ITSM tool is easy to use and set up with smart automations.

Key features:

1. Out-of-the box support for ITIL lifecycles and PinkVerified processes
2. Their EasyVista Intelligence Engine is designed to automate repetitive tasks with AI
3. Customizable IT admin interfaces

5. Freshservice

Freshservice by Freshworks offers streamlined IT service management capabilities. It stands out for its ease of use and quick deployment, making it a great choice for small to mid-sized businesses looking for an all-in-one ITSM tool with strong automation capabilities.

Key features:

1. Omnichannel ticketing support
2. Freddy AI powers agent productivity and AI self-service
3. Robust ITOM and ITAM capabilities

6. Invgate Service Desk

Invgate Service Desk is a highly flexible IT service management solution that has a user-friendly interface to manage complex IT tasks. It is known for its low-code platform, making it highly customizable and suitable for organizations that need tailored ITSM solutions without extensive coding or implementation efforts.

Key features:

1. No/low-code ITSM platform
2. Robust IT asset lifecycle governance
3. AI-based service desk ticketing

7. Jira Service Management by Atlassian

Jira Service Management by Atlassian excels in offering comprehensive tools for managing IT assets and configurations, ensuring accuracy and compliance. They’re known for providing an agile, DevOps-focused ITSM solution, making it perfect for development teams needing close integration between ITSM and their development workflows.

Key features:

1. Agile service management
2. Pre-configured workflows and templates
3. Advanced reporting and analytics

8. ManageEngine

ManageEngine is a comprehensive ITSM software that can be used by businesses for unified service management, ITOPs, access management, and security incident operations. It is ideal for small to mid-sized businesses looking for a cost-effective, on-premise, or cloud-based ITSM tool with comprehensive service management capabilities.

Key features:

1. Customizable IT self-service portal and service catalog
2. Kanban-based ticket management
3. Products for both IT and enterprise service management

9. ServiceNow

ServiceNow is an enterprise-grade ITSM solution that has outstanding ITIL asset, incident, and change management capabilities. ServiceNow is renowned for its extensive integration capabilities and is suitable for large enterprises needing a scalable ITSM solution with a wide range of customizable workflows.

Key Features:

1. Robust ITAM and ITOPs
2. AI-powered Now platform for unified employee experiences.
3. Exhaustive integration hub

10. SolarWinds Service Desk

Solarwinds has a full-stack ITSM platform that offers full-fledged IT service, network and security management solutions. It is one of the very ITSM tools to offer top-notch, native remote control capabilities that eases IT support.

Key features:

1. Integrated knowledge management
2. Structured SLA management
3. In-built remote control and screen share software

11. SysAid

SysAid provides integrated ITSM and helpdesk capabilities in its generative AI-powered platform. Its integrated ticketing approach streamlines IT service management and improves service delivery.

Key Features:

1. SysAid copilot for improved agent productivity
2. Self-service and workflow automation
3. Strong ITAM offerings

12. TeamDynamix

TeamDynamix offers one unified platform to support ITSM, ESM, and project portfolio management. Their no-code platform can be customized for multiple use cases by IT, HR, or finance teams. TeamDynamix is particularly suitable for educational institutions and public sector organizations, offering robust project management features integrated with ITSM.

Key Features:

1. Integration Platfrom as a Service(iPaas)
2. Project portfolio management
3. No-scripting/no-code platform

13. TOPdesk

TOPdesk focuses on incident management with robust SLA management capabilities. TOPdesk is well-suited for organizations that prioritize customer support and experience, offering robust self-service portals and an easy-to-use interface that enhances user satisfaction.

Key Features:

1. Exhaustive self-service portal
2. One platform for tracking customer and IT requests
3. In-depth service desk reporting and analytics

14. Zendesk Suite

Zendesk Suite is a leading ticketing system designed for issue handling. Zendesk Suite is a powerful tool for customer service-centric organizations, that need a common tool for internal and customer-facing support.

Key Features:

1. Multi-channel ticketing
2. Customer and agent collaboration tools
3. Zendesk AI for better end user experiences

15. Zluri

Zluri is primarily a SaaS management platform that can be used to also manage IT services to a certain extent. Its automated approval process and SaaS buying services simplify procurement tasks. Zluri is particularly suitable for organizations looking to manage and optimize their SaaS applications effectively with deep visibility over software usage.

Key Features:

1. Automated app discovery and management
2. Comprehensive SaaS application portfolio
3. Security and compliance monitoring

Key features to look for in an ITSM software in 2024

Conversational AI assistant:

The AI assistant within your ITSM software should be able to integrate with common collaboration tools like Slack and MS Teams. It must be able to understand natural language and federate information from multiple internal knowledge sources.

AI-powered automation:

Since your IT agents maybe facing several repeated request to provide access or reset passwords, look for a tool that has built in templates or workflows to automate these mundane processes, minimizing human dependency.

Service request management:

Robust request management capabilities involve having self-service flows for common requests and customizable service request templates and workflows.

Incident management:

A modern ITSM tool would support automated incident prioritization, categorization, and assignment. An AI copilot within such modern tools would make incident handling more effective by summarizing incident notes, fact-checking, or accessing troubleshooting history.

Asset management:

Modern ITSM software provide real-time visibility into the entire asset lifecycle across different types of assets like hardware, software, and licenses.

Change management:

Check if the ITSM tool has features to manage and document change requests, along with risk management and impact analysis capabilities. A modern ITSM software would also support automated change approvals, assignments, and notifications.

Problem management:

Advanced ITSM tools have built-in capabilities to identify problems and perform detailed root cause analysis.

Predictive analytics:

Having a holistic view of your IT operations via intuitive dashboards and customizable reports is a must-have in any ITSM tool. See if your tool can pull up reports with natural language prompts rather than your team spending time building reports manually.

How to choose the right ITSM tool

A modern and unified ITSM solution helps organizations provide contextual IT services while reducing costs.

Without a unified AI-powered ITSM platform, IT leaders struggle with integration bottlenecks, loss of context, and tool fatigue. - Aparna Chugh, Head of Product at Atomicwork

Here are 6 critical factors to consider as you look to invest or switch to a modern ITSM tool.

Organization's needs

Before selecting an ITSM (IT Service Management) tool, it is crucial to thoroughly assess your organization's specific requirements. Consider the size of your organization, the complexity of your IT infrastructure, and the particular services you offer. Identify key pain points and areas where your current IT processes need improvement.

Security and compliance checks

Is the ITSM tool compliant with mandatory regulations like GDPR, SOC2, ISO27001, CSA STAR, HIPAA, etc.? Check where the data centers are hosted and find out how your ITSM partner handles PII or any sensitive data.

Scalability and flexibility

Evaluate the level of customization and scalability required to ensure the tool can grow with your organization and adapt to changing needs. Verify if the ITSM tool has a flexible pricing model to remain viable in the future.

Cost-benefit analysis

Rather than looking at just the pricing model, consider the total cost of ownership which involves licensing, implementation, training, and support costs. Estimate the potential ROI in terms of cost savings through ticket deflection, improved agent productivity, and operational efficiency.

Evaluate integration capabilities

Integration capabilities are a vital aspect when choosing an ITSM tool. Your selected tool should seamlessly integrate with your existing IT infrastructure, including other software and systems like CRM, ERP, and monitoring tools. Effective integration facilitates smoother workflows, reduces data silos, and enhances overall efficiency.

Usability and support

Usability and support are key factors in the successful adoption of an ITSM tool. The tool should have an intuitive user interface that simplifies navigation and minimizes the learning curve for IT staff and end-users. Look for features such as customizable dashboards, drag-and-drop workflow builders, and clear documentation.

Additionally, assess the quality of customer support provided by the vendor, including availability, response times, and support channels (e.g., phone, email, chat).

Choosing the right AI ITSM tool is not easy. That's why we've built a comprehensive buyer's guide to help ease the process for you.

We’re happy to assist you in your search for the right ITSM software. Connect with our team of experts today!