Top Free IT Service Management Tools
Check out our list of free IT Service Management Tools. Products featured on this list are the ones that offer a free trial version. As with most free versions, there are limitations, typically time or features.
If you'd like to see more products and to evaluate additional feature options, compare all IT Service Management Tools to ensure you get the right product.
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service,
SolarWinds Service Desk, previously Samanage Service Platform, is an award-winning, fully integrated cloud-based service desk and IT asset management solution. With thousands of highly rated reviews across many directories, SolarWinds Service Desk is one of the world’s premier IT service management platforms. Based on ITSM best practices to create a platform that is as usable as it is cutting-edge by incorporating automation, artificial intelligence, and machine learning to help streamline IT
SysAid is an award-winning service management solution that transforms agent productivity, enhances the end-user experience, and drives value across your organization. With built-in asset management, and advanced automation & orchestration, SysAid helps to resolve the core challenges faced by organizations today. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries.
It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F
Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape what IT means to your business at www.atlassian.com/software/jira/service-management
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It i
Squadcast is an easy-to-use end-to-end incident response platform that helps tech teams adopt SRE best practices to maximize service reliability, accelerate innovation velocity and deliver outstanding customer experiences.
Intuitive, personalized, no-wait self-service—people expect it everywhere, including at work. Our service management solution overcomes the limitations of manual ESM and ITSM tools to exceed expectations. Start delivering connected, automated, informed experiences — powered by machine learning — to every employee. See productivity rise. See costs, outages, ticket volumes, and resolution times fall. Your business will thank you for it. Transform service for everyone: • One self-service portal f
Alloy Navigator is an IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator also creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets,
HaloPSA is a single,all-inclusive solution,designed for MSPs.HaloPSA gives you the power to manage your comprehensive service desk with powerful ITIL aligned out-of-the-box functionality. With an integrated PSA platform you will experience features such as time-tracking and billing,advanced reporting, asset management, remote access, seamless integrations, automation tools and more.Tailored to your requirements with an intuitive UI,you can remedy your client issues with an unlimited PSA solution
HaloITSM provides ITIL aligned help desk software that can be installed on premise or in the cloud. With over 25 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: Incident Management, Problem Management, Change Management, Asset Management, Service Catalogue, Telephony Integration, as well as the best of breed mobile apps. Five Key Differentiators: 1. Software tailored to the user's business (Cust
Newly redesigned, fully web based integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Endpoint Management, Software Deployment, Patch Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more.
TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friend
SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of
Halo Service Desk provides ITIL aligned service desk software that can be installed on premise or in the cloud. Through over 20 years of experience, Halo Service Desk has been developed to offer a feature rich application whilst maintaining a simple to use interface Transform legacy ways of working into modern intuitive workflows, empower teams to deliver excellent service to customers and employees repeatedly. Standardise your processes and gain valuable analytics to align IT to the business ne
iSupport Service Desk helps you to automate incident, problem, change management, reporting, knowledge, asset, end user self help, approval processes, customer surveys and advanced email processing. We leverage your current investments in Microsoft technologies such as Active Directory, SQL, WMI and more. Available for both on premises and hosted.
4me is the first enterprise service management application specifically built to support the Service Integration and Management (SIAM) approach. It allows the internal and external service providers of an enterprise to collaborate while 4me keeps track of the service levels. 4me also offers, by far, the fastest global response times and the most user-friendly interface. 4me supports the full range of IT and Enterprise Service Management capabilities alongside strong Project and Portfolio Mana
At Issuetrak, we’re dedicated to helping organizations achieve more. If you’ve been struggling to keep important information and requests from slipping through the cracks, Issuetrak is here to help. We specialize in help desk, change management, issue tracking, workflow, customer support, and complaint management. And with easy onboarding, custom configuration, and ongoing support, our team will always be there to help when you need it most. Our customizable software is a fit for many differen
VDCF is a platform management framework for the Solaris Operating System. VDCF allows to deploy, operate, migrate, secure and monitor a virtualized data center based on Solaris 10 and 11 Zones (Containers) and/or Logical Domains controlled by a centralized management server. Using VDCF you can easily combine both virtualization technologies to get the most flexibility and benefit for your agile Enterprise Grade Private Cloud environment.
Top 10 Free IT Service Management Tools in 2021
- Freshservice
- SolarWinds Service Desk
- SysAid
- Zendesk Support Suite
- Jira Service Management
- ManageEngine ServiceDesk Plus
- Squadcast
- Micro Focus Service Management Automation X (SMAX)
- Alloy Navigator
- HaloPSA
Learn More About IT Service Management Tools
What You Should Know About IT Service Management (ITSM) Software
IT service management, or ITSM, describes the procedures and policies created and followed by organizations to implement IT services design, provision, and maintenance. ITSM aims to bring a more end user-oriented approach to IT. Most commonly, ITSM is thought of in the context of service desks, but the practices and procedures emphasized in ITSM apply more broadly to IT organizations as a whole. It can help provide structure and order in what is typically a constantly evolving, somewhat chaotic organization.
Companies implementing ITSM principles will typically utilize one or more of the following frameworks to provide guidelines to IT actions.
- Information Technology Infrastructure Library (ITIL)
- Control Objectives for Information and Related Technologies (COBIT)
- International Organization for Standardization (ISO)
- Business Process Framework (eTOM – telecom-specific)
- Microsoft Operations Framework (MOF)
ITIL tends to be the most commonly referred to or thought of ITSM framework, due to its strong adoption rate amongst services providers. The most recent iteration of ITIL, ITIL 4, is composed of two parts: the service value system (SVS, with 34 individual standards) and the four dimensions model (aligned with the four Ps of ITIL: people, products, partners, processes).
Key Benefits of IT Service Management (ITSM) Software
- Formalize IT processes and practices
- Create a comprehensive vision of internal IT interactions
- Track service requests and incidents
- Centralize a business’ IT knowledge
- Provide insights into internal tech needs
Why Use IT Service Management (ITSM) Software?
ITSM solutions aim to help businesses deliver a higher-quality IT service delivery experience. These tools help businesses organize and standardize their IT service processes, thereby improving service efficacy. By accessing a central repository of IT knowledge, users able to more quickly address their needs and concerns. Additionally, with more public knowledge available, IT teams can reduce the number of basic or low-level inquiries. This saves IT teams’ time for more complex or important tasks.
Arguably, the greatest benefits of implementing an ITSM tool are transparency and uniformity. The typical bane of IT teams is a lack of transparency and consistency in processes, practices, and actions, especially when there are multiple teams within the IT organization. By making clear and consistent policies and procedures that teams ought to be following, every team within an IT organization can identify exactly where information should live. This also highlights what procedures are being followed in different activities and how to properly and efficiently interact with end users, leading to a smoother overall IT service delivery.
Who Uses IT Service Management (ITSM) Software?
On implementation, IT organizations will typically have an administrator or administrative team for ITSM tools. They control the solution’s configuration, permissions, and provisioning. From there, employees across the IT organization could make use of an ITSM tool as a part of their daily workflow, including incident and ticket tracking, finding knowledge resources, tracking changes, and managing assets, among other functions.
Managed services providers (MSPs) make particularly effective use of ITSM software. Because some MSPs provide IT services for other businesses, ITSM tools serve as the central portal for IT service provision and interaction between the MSP and their customers. End users can find IT knowledge and submit tickets or inquiries and the MSP can provide IT services while tracking end-user inquiries and issues.
Additional IT Service Management (ITSM) Features:
Automation — Many ITSM vendors are implementing automation functionality as a standard part of the offering. Many tools will offer automation to reduce the amount of time going into repeat tasks and actions, which can save both IT associates and end users significant time.
Configuration management database (CMDB) — Some ITSM solutions will include a CMDB feature where businesses can track how different hardware and software systems relate to each other. This provides increased clarity in how a business’ systems work together and can also offer an excellent starting point when troubleshooting for issue root causes.
Release management — ITSM tools that dive deep into development features may offer release management capabilities where product teams can track software build releases over time including what stage of production releases are in, any rollbacks that took place, etc.
IT Service Management (ITSM) Software Features
ITSM tools typically will have the following features:
Standards alignment — ITSM solutions help organizations align their processes and policies with a standards framework. ITSM tools will typically denote which framework(s) they are built to enable. If there is a particular framework an organization is already using, users should select an ITSM tool that aligns with that framework.
Service desk — As the name might suggest, a core element of ITSM solutions is a service desk element. Businesses can organize internal requests through a ticketing system. Also, internal users can find help on a variety of issues using a service catalog, which outlines different types of issues or requests and helps organize addressing various issues.
Asset management — ITSM tools help businesses track their internal IT assets. Using these tools, IT teams can track company-owned user devices and hardware, as well as any hardware infrastructure, enabling them to keep tabs on when these items were provisioned and would need upkeep.
Knowledge base — Knowledge bases are central repositories of information. By providing a knowledge base functionality, businesses are able to centralize their IT knowledge to a single source of truth that’s accessible by anyone who might need it.
Incident management — Addressing the development side of the house, ITSM tools provide incident management features that help product teams track issues related to product development and functions, namely those related to IT systems. Using these active tracking capabilities, businesses stay on top of development incidents including creating visibility around repeat issues that might point to a larger problem.
Change management — Changing policies, procedures, or structures is a difficult process for businesses. Change management functionalities offered by ITSM tools allow businesses to more thoroughly track changes from the individual to organizational level, increasing transparency, and assisting in finding pain points in recent changes.
Reporting and dashboards — As with any other solution, transparency is key to efficient and effective delivery of services. ITSM tools are equipped with reporting and dashboard functions to provide increased visibility into service provisions across the IT organization. These reports may come prebuilt, but most solutions will also offer customization so that businesses get the exact information they need at any point.
Solution integration — Considering the huge array of tools and infrastructure involved in IT service delivery, ITSM tools need to be able to integrate appropriately to be effective. Users must check a tool’s integration capabilities before purchasing to verify it will integrate with the systems already in use.
Potential Issues with IT Service Management (ITSM) Software
Time to implementation — If a business is starting fresh with ITSM, it may take longer to implement than expected. Implementing an ITSM tool has to be joined by implementing the ITSM mindset, practices, and policies for it to be most effective. It is important to take some extra time to understand what these new policies are and why they matter.
Full system integration — While many ITSM solutions have a vast array of integration capabilities, businesses still may find a few systems that will need custom integrations. The business should be able to handle building that integration capability with the ITSM tool vendor offering guidance as to how to proceed. Online communities around ITSM solutions can also be a strong source of help.
