The influx of Information Technology (IT) and IT-enabled services (ITeS) has been on a constant rise at workplaces. Organizations today are increasingly reliant on ITSM or IT Service Management tools to streamline their operations, enhance productivity and deliver exceptional service to their customers. It becomes imperative to explore the top ITSM tools available in the market that are equipped to meet the evolving demands of businesses.
ITSM tools have become essential components of modern-day IT operations, empowering teams to effectively manage incidents, change requests, service requests and problem resolutions. These tools improve operational efficiency (service desk) and contribute to enhanced customer satisfaction (help desk) by delivering timely, reliable and consistent services.
By evaluating the technical prowess, scalability, ease of implementation and overall user experience of each ITSM platform, organizations can make well-informed decisions to boost their capabilities and lay the foundation for efficient service management in 2024 and beyond.
This blog will focus on the leading ITSM software solutions, such as Jira, FreshService, ServiceNow, Zendesk and SolarWinds. Each of these tools offers a range of features and functionalities tailored to address the diverse needs of organizations across industries. Apart from that, the blog also briefs on why organizations must integrate IT service management and mobile device management solutions.
Top ITSM Ticketing Tools in 2024: Out & About
1. Jira
Jira (by Atlassian) is a widely recognized and popular ITSM software company that offers a comprehensive set of tools and features to streamline project management and issue-tracking processes. With its intuitive user interface and robust functionality, teams can easily create a sprint in Jira, as well as plan, track, and release software projects efficiently. It provides customizable workflows, agile boards and real-time reporting, allowing teams to collaborate effectively and deliver high-quality results. Jira’s integration capabilities with various development and collaboration tools, such as Jira checklist templates, make it a versatile choice for IT teams of all sizes.
Licensing
- Fully free version limited to 10 users and 2 GB of storage
- Standard plan at $7.75 per user per month
- Premium plan at $15.25 per user per month
- Enterprise plan on request
2. BoldDesk
BoldDesk is a powerful help desk software that goes beyond just ticketing and customer support. It offers a comprehensive suite of features designed to streamline IT service management (ITSM) as well. BoldDesk’s IT ticketing system keeps all your requests organized, allowing for efficient routing and collaboration among your team.
You can create a self-service knowledge base to empower users to find solutions on their own and leverage testing automation services tools to handle repetitive tasks.
BoldDesk also provides robust reporting to give you insights into your team’s performance and identify areas for improvement. With its focus on both customer support and ITSM, BoldDesk is a strong alternative to consider if you’re looking for a unified solution to manage all your service needs.
Licensing
- Scale plan: $25 for 3 agents per month
- Growth: $50 for 3 agents per month
- Enterprise: $75 for 3 agents per month
- 15-day free trial available for all plans
3. Freshservice
Freshservice (by Freshworks) is another notable IT service management platform that focuses on providing a user-friendly and modern service desk solution. Its cloud-based solution offers a range of features, such as incident management, asset management and problem management. Freshservice emphasizes automation and self-service options, empowering users to resolve issues independently and reducing the burden on IT staff. It also offers a robust knowledge base and a portal for users to submit and track their requests, ensuring transparency and efficient ticket system management.
Licensing (converted from INR to USD)
- Starter plan at $17.04 per agent per month billed annually
- Growth plan at $43.84 per agent per month billed annually
- Pro plan at $85.25 per agent per month billed annually
- Enterprise plan at $107.18 per agent per month billed annually
4. ServiceNow
ServiceNow is a prominent ITSM solution and a leader in ServiceNow IT Consulting Services, offering a comprehensive suite of tools for IT service management and other enterprise functions like HR, finance and security operations.. Its platform enables organizations to streamline and automate their IT processes, improving efficiency and efficient handling of service requests. ServiceNow’s ITSM module includes features like incident management, change management and service catalog, providing end-to-end support for IT operations. Its powerful workflow engine and extensive integration capabilities make it a popular choice for large enterprises seeking a unified solution for their service management needs.
Licensing
- Fully on request based on IT process and users
Read more: Best Android MDM Tools
5. Softr
Softr is not just a no-code platform; it’s the easiest way to convert your spreadsheets or databases into custom business apps. With over 700,000+ teams using Softr, it supports many users, from small business owners to operations leaders at Fortune 500 companies.
You can drag and drop pre-built blocks, customize layouts and designs, and set detailed permissions to control what users can see and edit. Within minutes, you can publish and share your app with your team. Whether you need a CRM, inventory management, applicant tracking, or knowledge base system, Softr makes it simple to create powerful apps that fit your workflow seamlessly.
6. Zendesk
Zendesk is a customer service software company that also offers ITSM capabilities through its Zendesk Support platform. While primarily focused on customer support, Zendesk Support includes features like ticket management, knowledge base and automation tools that can be leveraged for IT service management. It provides a centralized platform for managing and tracking support tickets, enabling IT teams to provide efficient and personalized assistance to end-users. With its user-friendly interface and robust reporting capabilities, Zendesk Support is a popular choice for organizations seeking integrated customer support and ITSM tools. As you explore solutions, considering Zendesk alternatives can ensure a tailored fit for your integrated customer support and ITSM needs.
Licensing
- Team plan at $19 per agent per month
- Professional plan at $55 per agent per month
- Enterprise plan at $115 per agent per month
- 14-day free trial available for all plans
7. SolarWinds
SolarWinds is a well-established IT management software company that offers a range of products for network, systems and security management. SolarWinds Service Desk, tailored explicitly for ITSM, provides features like incident management, problem management and change management. It enables organizations to automate and streamline their IT processes, reducing downtime and improving overall service quality. SolarWinds Service Desk also offers self-service options, knowledge management and reporting capabilities, making it a comprehensive solution for IT service management. This solution also fits well with the needs of a custom software company, especially those offering IT infrastructure monitoring and client-side support services.
Licensing
- Essentials plan at $39 per month per technician ($0.30 per month per device)
- Advanced plan at $79 per month per technician ($0.50 per month per device)
- Premier plan at $99 per month per technician ($0.70 per month per device)
- 30-day free trial for all plans
8. ProProfs Help Desk
ProProfs Help Desk is an AI-powered IT ticketing system that helps IT support teams respond faster and stay organized. Whether you receive an email complaint about a malfunctioning printer or a chat request for a hardware upgrade, you can track all tickets in one place.
This AI help desk quickly summarizes employee and customer queries and suggests replies, so you’re never starting from scratch. Its features like canned responses, automated ticket routing, and SLA tracking, boost efficiency. Moreover, integrations with Knowledge Base, Live Chat, Salesforce, and MS Dynamics make it super versatile.
The tool allows you to create a customer portal that can be used by customers or employees to submit new tickets or track the progress of ongoing requests.
Licensing
- 14-day free trial
- Forever free for 1 user (all premium features)
- Team Plans start from $19.99/user/month (for 2 or more users)
Need for ITSM & MDM Integration
Mobile Device Management (MDM) is one of the major components of modern-day IT operations empowering IT teams to securely oversee, control and track company-owned and employee-owned devices, ensuring user productivity, data security and operational efficiency. On the other hand, IT Service Management (ITSM) is a strategic approach to designing, managing and delivering information technology (IT) usage within businesses. Often, companies using standalone MDM software face difficulties in maintaining parity and synchronization between device issues and IT service problems due to the absence of a common ground connecting the two components. Consequently, this leads to inadequate support in enhancing user efficiency, promptly resolving device issues and improving productivity.
As the sole responsibility for managing and securing enterprise devices, IT assets and endpoints falls on an organization’s IT team, integrating ITSM with MDM becomes imperative. The integration of MDM and ITSM facilitates the seamless flow of data from the MDM application to the configuration management database (CMDB). This enables IT administrators to manage and monitor enterprise mobile devices using the same ITSM infrastructure, providing a consolidated view of all business endpoints and IT assets through a centralized console. Moreover, it enables necessary actions to be taken directly from this unified console.
Closing Lines: Scalefusion MDM & ITSM Integration
The integration of Scalefusion MDM with ITSM software offers organizations a powerful synergy to manage and support mobile devices within the workplace efficiently. This integration empowers IT teams to deliver exceptional services and ensure a seamless mobile experience for employees by simplifying device management, enhancing security, improving incident resolution, enabling knowledge management, and supporting proactive monitoring.
As mobile devices continue to dominate the modern workplace, organizations that embrace the integration of Scalefusion MDM and ITSM will be well-equipped to optimize productivity, enhance security and stay ahead in the ever-evolving digital landscape.
It’s time to harness the power duo of Scalefusion MDM and ITSM and unlock the full potential of mobile device and IT service management in your organization. Reach our experts to explore the possibilities of Scalefusion MDM integration with ITSM platforms, or start your 14-day free trial today.
FAQs
1. What is an ITSM tool?
An ITSM tool is a software solution designed to facilitate the management of IT services within organizations. It supports single sign-on implementation, streamlining access and enhancing security while enabling efficient handling of service requests, incident management, and continuous service improvement.
2. What are the key features of the best ITSM toolset?
The best ITSM toolset features robust single sign-on implementation for seamless access, comprehensive incident management, efficient change control, real-time analytics for decision-making, and customizable service catalogs, ensuring an integrated, user-friendly experience for IT service management.
3. What are some of the top ITSM companies in the industry?
Some of the leading ITSM companies known for their comprehensive solutions, including Single Sign-On implementation, are ServiceNow, BMC Software, Ivanti, Atlassian (Jira Service Management), and Zendesk. These providers offer robust IT service management platforms to streamline business operations.
