IT Service Management (ITSM) platforms provide workflow management features that enable your business to design, automate, plan, and manage integrated IT services and related digital experiences. Typically, such a platform allows you to consolidate functionalities like ticketing, service processes, knowledge bases, and change management in one place.
Most ITSM platforms are acquired as Software-as-a-Service (SaaS), though some still offer on-premise deployment options. Team leaders in Infrastructure or IT Operations often adopt these tools to streamline the work of user support teams.
Lately, they’ve also been looking to extend similar solutions to departments that work closely with technology, optimizing processes company-wide.
Choosing the right solution requires careful consideration when it comes to critical software for your operations. That’s why we’ve compiled a list of the 11 best ITSM software solutions on the market, so you can compare them and decide which one best fits your needs.
The right choice for your business is definitely here. Ready to dive in?
Read more: 8 best quality management software for 2025
What is ITSM software?
ITSM (IT Service Management) software is a tool that centralizes and automates processes to deliver technology solutions aligned with your business needs. It acts as a digital hub where service requests become trackable tickets—for example, when an employee requests a second monitor.
These requests follow predefined workflows, ensuring the IT team can prioritize demands, resolve incidents, and manage changes efficiently. The philosophy is clear: transform IT into an efficient service, focused on user experience and seamless operations.
These platforms integrate essential functions such as:
- Incident Management – Quickly restore services after disruptions (e.g., system outages).
- Change Control – Ensure safe implementation of updates or new technologies.
- Knowledge Management – Centralize technical information in an accessible repository.
- Request Automation – Streamline routine processes like password resets or software access.
- SLA Monitoring – Track service-level agreements to ensure compliance and quality.
The goal of such a platform is to eliminate redundant work, anticipate problems, and align IT infrastructure with strategic business objectives—such as cost reduction and productivity gains.
By standardizing processes, ITSM brings transparency and efficiency not just to the tech team but to the entire organization. Incidents are resolved faster, and proactive problem management reduces recurring disruptions. Continuous improvement—another pillar of IT Service Management—helps businesses adapt to market changes (like AI integration or cloud migration) without impacting daily operations.
Adopting ITSM software is the first step toward scaling digital maturity. These principles should also extend to areas like HR and finance, unifying corporate services into a single system. This integration breaks down silos, accelerates responses, and fosters a results-driven culture.
What to look for in ITSM Software
Choosing an IT Service Management (ITSM) tool requires careful attention to features that ensure efficiency, integration, and adaptability to corporate needs. Below, we’ve listed essential elements to prioritize when evaluating a solution.
So, before diving into the 11 best ITSM software solutions, here’s what to look for in the ideal software for your organization:
1. Process integration in a single platform
A robust system should unify processes like incident management, problem resolution, change management, SLAs (Service Level Agreements), and CMDB (Configuration Management Database). This eliminates operational silos, improves cross-team collaboration, and ensures consistent service delivery.
2. Workflow automation
The ability to automate repetitive tasks reduces errors and saves time. Look for automation capabilities in ticket routing, alerts, and notifications. No-code visual workflow builders for custom forms and processes are a plus, as they allow customization for different departments (IT, HR, legal, etc.).
3. Self-Service portals & knowledge base
Intuitive self-service portals let users resolve simple issues without direct support, reducing team workload. An integrated knowledge base with pre-formatted procedures and resolution history promotes autonomy and efficiency.
4. Centralized service catalog
A real-time, categorized repository of services (by department) simplifies request submissions. This ensures transparency, standardization, and easier prioritization of critical demands.
5. SLA management with real-time onitoring
The tool should allow you to define, track, and alert on SLA compliance. Continuous monitoring helps identify bottlenecks and prevent failures, maintaining service quality and customer satisfaction.
6. Root cause analysis & incident management
Prioritize software with built-in root cause investigation for recurring issues—key to maintaining service quality. Organized incident management, backed by historical data, speeds up resolutions and prevents repeat problems.
7. Compliance with Frameworks & Standards
Adherence to best practices like ITIL, COBIT, and ISO 27001 ensures alignment with global standards. This is crucial for businesses subject to strict security and governance regulations.
8. Analytics & performance metrics
Customizable dashboards and real-time KPI reports help assess service efficiency, identify trends, and support strategic decision-making.
9. CMDB for IT asset management
A unified IT asset repository tracks configurations, links critical data, and supports decisions on maintenance and investments.
10. Data Protection & security
The tool must comply with privacy laws (like GDPR) and offer advanced protection against breaches, ensuring corporate data integrity.
The 11 best ITSM software solutions in 2025
Now you know that the best ITSM software should enable process integration, workflow automation, and a centralized service catalog. Only then can your company achieve effective incident management, efficient change control, and accessible knowledge management.
But which solutions actually offer these features? Below, we’ve listed the 11 best options on the market in 2025:
| Software | Best for | Capterra | G2 |
| SoftExpert Suite | Mid-sized and large enterprises (high scalability), regulated industries | 4.6/5 | 4.7/5 |
| Zoho | Small and medium-sized businesses | 4.5/5 | 4.4/5 |
| Jira | Tech companies and agile teams | 4.5/5 | 4.2/5 |
| ManageEngine | Mid-sized to large enterprises | 4.4/5 | 4.2/5 |
| ServiceNow | Large corporations and global enterprises | 4.5/5 | 4.4/5 |
| Web Help Desk | Small businesses and startups | 4.1/5 | 3.9/5 |
| Service Desk | Small and medium-sized businesses | 4.6/5 | 4.3/5 |
| BMC Remedy ITSM | Large enterprises (complex environments) | 4.1/5 | 4.0/5 |
| CA Service Desk Manager | Large enterprises with established infrastructure | 3.5/5 | 4.2/5 |
| EasyVista | Small and medium businesses looking for simplicity | 3.4/5 | 4.2/5 |
| Resolve Systems | Small and medium businesses focused on automation | 4.0/5 | 4.1/5 |
1. SoftExpert Suite
Software information:
Capterra rating: 4.6/5
G2 rating: 4.7/5
Key features:
- Process and workflow automation
- Incident and change management
- Customizable dashboards and analytics
- Integration with other enterprise systems
Pros:
- Intuitive, customizable interface
- Robust solution for large organizations
- High integration capability and scalability
- Comprehensive functionality
- Good cost-benefit ratio for mid-sized and large enterprises
- Strong customer support
Cons:
- Steep learning curve for advanced configurations
- High cost for small businesses
SoftExpert Suite is an integrated platform offering complete solutions for optimizing business processes, with specialized modules for PMBOK-aligned project management, quality control, risk, and compliance. Designed to meet industry best practices, the solution incorporates PMBOK guidelines to ensure efficient management – from clearly defining roles and responsibilities to proactive scope and schedule change management.
With its modular architecture and AI capabilities, the tool allows gradual implementation of functionalities while maintaining cross-departmental integration. It centralizes project planning, execution, monitoring, and control, providing unified visibility of resources, timelines, and costs while facilitating team collaboration to mitigate resistance and align strategic objectives.
The platform aims to create a unified environment where data and workflows operate cohesively, complying with standards like ISO/IEC 20000, GDPR, and industry-specific frameworks. Used in over 50 countries, the tool helps consolidate operations, reducing system fragmentation and promoting operational excellence.
For IT Service Management, SoftExpert ESM (Enterprise Service Management) integrates AI-based incident management, SLAs, self-service portals, and service catalogs. The platform centralizes IT and corporate service requests, prioritizing demands and automating notifications.
Built on ITIL frameworks and ISO/IEC 20000 standards, the system includes root cause analysis, real-time KPI monitoring, and CMDB integration. It also offers customizable self-service portals to reduce manual intervention in repetitive tasks.
SoftExpert particularly excels in robust ticket management, optimizing customer support efficiency through a structured process:
- Ticket registration (via online forms or phone)
- Triage (priority classification)
- Assignment to specialized technicians
- Resolution (with real-time user updates)
- Closure (with automatic notifications)
Moreover, the platform enables modeling of specific workflows without requiring programming knowledge. It adapts to sector-specific demands, such as customized response timelines and automation of repetitive tasks. Integrated with these functionalities, the software generates analytical reports that evaluate critical metrics like mean resolution time and customer satisfaction, ensuring proactive management aligned with industry best practices.
SoftExpert’s software stands out for its ability to produce performance evaluation analytics and unified change/configuration management. Companies can design tailored workflows without coding, adapting to industry-specific requirements.
The solution also facilitates compliance with information security regulations (e.g., ISO 27001) and integrates with existing systems like ERPs and CRMs. By centralizing request histories and technical knowledge bases, the tool not only resolves incidents efficiently but also identifies continuous service improvement opportunities.
2. Zoho
Software information:
Capterra rating: 4.5/5
G2 rating: 4.4/5
Key features:
- Ticket issuance and management
- Workflow automation
- Creation of SLAs (Service Level Agreement)
- Knowledge base
- Integrations with the Zoho ecosystem and other apps
Pros:
- User-friendly interface
- Competitive pricing
- Seamless integration with other Zoho tools
Cons:
- Limited advanced features
- Restricted customization in free version
- Performance may lag during peak usage
The Zoho platform delivers a comprehensive IT service management solution that combines automation, asset monitoring, and standardized processes. Its suite of tools enables ITIL-aligned workflow implementation, ensuring operational efficiency and compliance.
The platform’s capabilities span incident management, change control, and service requests, streamlining technical issue resolution through agile support processes. Additionally, Zoho offers intelligent automation features and customizable reporting tools, providing granular visibility into IT service performance metrics.
Designed for businesses modernizing their operations, Zoho integrates core ITSM functionalities into a unified, user-friendly interface. This approach enables organizations to optimize internal processes while driving continuous service improvement – ultimately supporting sustainable business growth and organizational development.
3. Jira
Software information:
Capterra rating: 4.5/5
G2 rating: 4.2/5
Key features:
- Ticket management
- Process automation
- SLA creation
- Custom dashboards
- Integration with Confluence, Bitbucket, and Slack
Pros:
- High customization capability
- Strong Atlassian ecosystem integration
- Agile methodology support
Cons:
- Steep learning curve
- Complex interface for beginners
- Costs scale with user growth
Developed by Atlassian, the Jira platform delivers a robust IT service management solution focused on implementing ITSM best practices. With Jira Service Management, organizations can establish ITIL-aligned workflows that standardize service delivery and incident resolution processes.
The tool enables efficient management of incidents, changes, and service requests through customizable workflows and intelligent automation. Its intuitive interface and built-in reporting capabilities provide continuous performance monitoring, making it easier to identify service improvement opportunities.
As part of the Atlassian ecosystem, Jira enhances team collaboration and centralizes critical IT operational data. This modular, scalable approach has been adopted by organizations of all sizes, driving technological support modernization and operational efficiency.
4. ManageEngine (ServiceDesk Plus)
Software information:
Capterra rating: 4.4/5
G2 rating: 4.2/5
Key features:
- Self-service portal
- Asset management
- SLA configuration
- Custom reports
- ManageEngine product integration
Pros:
- FuncionalidadComprehensive functionality
- Enterprise-grade solution
- Excellent for technical support and IT management
Cons:
- Dated interface
- Complex setup
- Requires training for full utilization
The ManageEngine platform (ServiceDesk Plus) is a robust solution for IT service management, integrating functionalities such as incident, problem, and change management in a centralized environment. The tool adopts customizable workflows aligned with ITIL best practices, providing standardization and operational efficiency.
Additionally, ServiceDesk Plus offers automation features that streamline the triage and resolution of tickets, contributing to reduced response times. Detailed reports and customizable dashboards allow continuous monitoring of service performance, helping identify improvement opportunities.
Integrated into a broad ecosystem of IT solutions, the platform facilitates collaboration between teams and centralized asset management. This modular and scalable approach meets the needs of organizations of various sizes, maintaining impartiality and objectivity in IT service management.
5. ServiceNow
Software information:
Capterra rating: 4.5/5
G2 rating: 4.4/5
Key features:
- Incident/problem/change management
- CMDB
- Advanced workflow automation
- Robust data analytics
Prós:
- Highly scalable
- Extensive features and integrations
- Ideal for large enterprises
Cons:
- High cost
- Complex implementation
- Significant adaptation period
The ServiceNow platform is recognized for its robust suite of IT Service Management, offering integrated solutions for incident, problem, change, and request management. The tool uses automated and standardized workflows, aligned with ITIL best practices, to promote efficiency and agility in ticket resolution.
With an intuitive and customizable interface, ServiceNow allows the creation of self-service portals and analytical dashboards, which facilitate the monitoring of IT service performance. Integration with various corporate applications and artificial intelligence resources enhances process automation, contributing to continuous improvement and reduced operational costs.
Aimed at organizations of different sizes, the platform also supports asset management and the centralization of IT information in a unified environment. This scalable and modular approach is increasingly common in international markets, reflecting a trend towards innovation and digital transformation in the field of technology operations.
6. Web Help Desk
Software information:
Capterra rating: 4.1/5
G2 rating: 3.9/5
Recursos:
- Ticket management
- Asset management
- SLA creation
- Basic reporting
- Simple web interface
Pros:
- User-friendly
- Cost-effective
- Quick deployment
Cons:
- Less advanced functionality
- Limited integration capabilities for businesses seeking greater scalability
SolarWinds’ Web Help Desk platform provides a comprehensive IT service management solution, integrating help desk functionalities, ticket management, and asset tracking. Its intuitive web interface enables efficient tracking of incidents, requests, and demands, enhancing operational organization and control.
Among its ITSM capabilities, Web Help Desk offers workflow automation, service level agreement (SLA) configuration, and ticket escalation based on priority. Customizable reports and dashboards provide detailed analytics to support decision-making and continuous process improvement.
Compatible with various IT environments, the solution facilitates integration with other tools and centralizes information in a single system. This modular and scalable approach has been adopted by organizations looking to optimize their support and service processes while maintaining unbiased, results-driven management.
7. Service Desk
Software information:
Capterra rating: 4.6/5
G2 rating: 4.3/5
Key features:
- Ticket creation and management
- User portal
- CMDB management
- Automated analytical reporting
Pros:
- Friendly interface
- Easy implementation
- Good cost-benefit ratio
- Suitable for small and medium businesses
Cons:
- Lacks advanced features for large enterprises
- Limited deep customization options
Formerly known as Samanage, SolarWinds Service Desk is an IT Service Management solution that combines robust functionalities for IT service management. It merges the ease of use of an intuitive web interface with the ability to automate essential processes and workflows.
The tool enables management of incidents, service requests, and changes while ensuring standardization and SLA compliance. Additionally, it offers an integrated service catalog that facilitates information access and user self-service.
Designed for organizations of various sizes, the platform centralizes critical data and promotes collaboration among IT teams. Its scalable and analytical approach enables detailed reporting generation, supporting continuous process improvement and strategic decision-making.
8. BMC Remedy ITSM
Software information:
Capterra rating: 4.1/5
G2 rating: 4.0/5
Key features:
- Integrated incident, problem and change management
- CMDB management
- Process automation
- Advanced reporting and dashboards
Pros:
- Comprehensive platform
- Highly scalable
- Strong customization capabilities
- Detailed reporting
Cons:
- High cost
- Complex configuration
- Requires extensive training to utilize all features
BMC Remedy ITSM is a robust IT service management solution that consolidates key ITIL processes into a single platform. With capabilities spanning incident and problem management to change control and asset tracking, the tool provides a centralized environment for optimizing IT operations.
The platform enables automation of critical workflows, including automatic ticket routing and SLA compliance. Additionally, its customizable reporting and dashboard capabilities offer real-time visibility, facilitating decision-making and continuous process improvement.
Designed for mid-sized to large enterprises, BMC Remedy ITSM supports both on-premise and cloud deployments, ensuring flexibility and scalability. This comprehensive, integrated approach makes it a strong option for companies seeking to enhance efficiency and transparency in IT service management.
9. CA Technologies Service Desk Manager
Software information:
Capterra rating: 3.5/5
G2 rating: 4.2/5
Key features:
- Incident, problem, change and asset management
- Report generation
- CMDB management
- ITIL-aligned functionalities
Pros:
- Mature, complete product
- Large installed customer base among major enterprises
Cons:
- Outdated interface
- High complexity
- Significant maintenance and licensing costs
Originally developed by Computer Associates, the CA Service Desk Manager is an IT Service Management solution that integrates critical processes following ITIL standards. It offers comprehensive functionality for efficient management of incidents, problems, changes and service requests.
The tool stands out for its customizable workflows and automation capabilities, which streamline ticket routing and prioritization. It also incorporates asset management modules, an integrated knowledge base, and advanced dashboards for detailed reporting.
Supporting both on-premise and cloud implementations, CA Service Desk Manager provides a collaborative, multi-channel experience including mobile support for remote access. This flexible, scalable approach makes it a solid choice for organizations looking to improve efficiency and transparency in IT service management.
10. EasyVista
Software Information:
Ratings (Capterra): 3.4/5
Ratings (G2): 4.2/5
Features:
- Incident management
- Self-service
- Workflow automation
- Customizable dashboards
- Integration with various tools
Pros:
- Modern interface
- Ease of use
- Quick deployment
Cons:
- Limitations in advanced customization
- Scalability challenges for large enterprises
EasyVista stands out in the IT Service Management landscape by offering an integrated solution for incident, change, and service request management. Its intuitive design and self-service interface enhance the experience for both end-users and support teams.
With advanced automation features, EasyVista allows the creation of customizable workflows that optimize ticket resolution and ensure SLA compliance. Additionally, the platform includes modules for asset management, knowledge base, and analytical dashboards that provide valuable insights for continuous process improvement.
Aimed at organizations seeking agility and flexibility, EasyVista supports both cloud and on-premise implementations. This scalable and integrated approach positions the tool as a solid option for companies looking to enhance efficiency and transparency in IT service management.
11. Resolve
Software Information:
Ratings (Capterra): 4.0/5
Ratings (G2): 4.1/5
Features:
- Ticket issuance
- Incident management
- SLA creation
- Report generation
- Process automation
Pros:
- Flexible
- Good cost-benefit ratio
- Easy integration with other tools
Cons:
- Less robust feature set compared to market leaders
- Limited support for more complex demands
Resolve Systems is an intelligent automation platform that transforms IT service management through workflow orchestration. The solution integrates advanced ITSM functionalities, enabling the automation of critical processes such as incidents, requests, and changes.
With the ability to automate triage, routing, and ticket resolution, the platform reduces response times and operational errors. It easily integrates with monitoring systems and other IT tools, allowing the generation of dashboards and analytical reports for KPI tracking.
Aimed at organizations seeking agility and efficiency, Resolve Systems offers a scalable and flexible approach to IT service management. By minimizing manual intervention, the platform frees up resources for strategic initiatives and contributes to the continuous improvement of IT processes.
Conclusion
In an increasingly dynamic and competitive landscape, choosing ITSM software becomes a strategic investment for companies seeking to drive digital transformation. Analyzing the 11 best software options for 2025 makes it clear that the decision should consider not only technical features but also aspects such as scalability, cost-benefit, support, and compliance with global standards.
Implementing an ITSM tool can transform the IT department into a true innovation hub, connecting sectors and promoting a results-oriented and continuous improvement organizational culture.
Investing in an ITSM solution prepares your company to face current and future challenges, ensuring faster, safer service aligned with the strategic needs of the business. Choose the tool that best fits your context and move towards operational excellence in 2025 and beyond.
If you are looking for software to ensure complete process integration, intelligent automation, and real-time monitoring, SoftExpert Suite is the ideal solution for companies aiming to achieve a new standard of efficiency and innovation.
Looking for more efficiency and compliance in your operations? Our experts can help identify the best strategies for your company with SoftExpert solutions. Contact us today!
