IT Service Desk

The Top 10 IT Service Desk Software

Service desk software provides a centralized platform for managing IT service requests, incidents, and support tickets, facilitating efficient communication and issue resolution.

The Top 10 Service Desk Software Solutions include:
  • 1. Atlassian Jira Service Desk
  • 2. BMC Helix ITSM
  • 3. Freshworks Freshservice
  • 4. InvGate Service Desk
  • 5. Ivanti Neurons ITSM
  • 6. ManageEngine ServiceDesk Plus
  • 7. ServiceNow IT Service Management
  • 8. Spiceworks Cloud Help Desk
  • 9. SysAid IT Service Desk Software
  • 10. TOPdesk ITSM Software

Service desk software, also known as IT service desk software, are digital platforms that allow organizations to streamline IT support processes, manage service request workflows, and improve the support experience for end users. An organization’s IT service desk is a hub where users can request IT support and IT admins can manage assets, software licenses, third-party contracts, and monitor incidents.

Key features of IT service desk software include asset management, ticket management, dashboards, analytics, and knowledge base management. IT service desk software is often referred to as IT help desk software, and while there are a number of shared features between these services, they are different. IT help desk software is focused on the end user support function, but IT service desk software has a broader use case of managing the overall technology stack within an organization.

When evaluating service desk software solutions, it’s important to consider factors such as ease of use, third-party integrations, reporting and analytics, automation capabilities, and a rich knowledge base. Service Desk solutions may also incorporate advanced features such as remote support, configuration management, and ticket management. 

This guide will explore the top 10 Service Desk Software solutions on the market, based on industry research, customer reviews, and expert analysis. We will discuss the core features, advantages, and key selling points of each software, along with the types of organizations they are best suited for.

Atlassian Logo

Jira Service Desk is a comprehensive service desk platform that is designed to facilitate streamlined service request management and provide a unified view of work for various teams. It enables customers and employees to access an intuitive self-service portal to get help quickly and helps teams efficiently manage incoming service requests using queues and SLAs.

The platform connects teams and fosters collaboration to rapidly address customer concerns. It provides an array of features such as request queues to compile requests from multiple channels, self-service options through a knowledge base, and implementation of service level agreements (SLAs) to meet specified deadlines. Additionally, Jira Service Desk offers built-in reporting and metrics, allowing teams to analyze customer satisfaction and optimize their performance.

Jira Service Desk integrates with communication tools like Slack and Microsoft Teams to create a two-way synchronization for easy access and quick resolutions. With its user-friendly design and diverse capabilities, Jira Service Desk provides an all-encompassing solution for delivering exceptional service experiences in line with the varying needs of businesses.

Atlassian Logo
BMC Logo

BMC Helix IT Service Management (ITSM) is an ITIL 4-certified SaaS solution designed to modernize the IT service desk. By leveraging intelligence, automation, and integrated processes, the solution reduces risk and prevent points of failure in IT services. BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. It allows IT service desk agents to resolve cases faster by isolating or preventing service disruptions through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management.

BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise, streamlining work allocation and enhancing IT service desk resource management. The solution integrates data and processes to accelerate change management, mitigate risk, and advance the DevOps cycle.

Key features of BMC Helix ITSM include containerized architecture supporting diverse deployment environments, broad open API integrations for rapid application development, and code reusability for optimizing DevOps and improving service reliability. The solution enables users to automate workflows, anticipate problems before they occur, and save time and resources with data-driven insights.

BMC Logo
Freshworks Logo

Freshworks is a software development company, designing accessible tools for businesses of all sizes. With more than 50,000 global clients, Freshservice is Freshworks’ IT service management software, offering a cost-effective solution for streamlining operations and maintaining high service availability.

Freshservice includes features such as automated alert grouping, real-time infrastructure views, and an auto-updating CMDB for quick and easy asset management. The platform helps companies extend service management across various departments, such as IT, HR, and legal, reducing the need for multiple tools and providing a consistent user experience.

Freshservice is an effective tool for planning and implementing projects, offering templates for agile and waterfall projects based on existing tickets or created from scratch. It integrates with collaboration tools like Microsoft Teams and Slack, allowing for better communication and decision-making. The software encompasses incident, service request, and problem management, as well as change, release, and workload management, to provide an all-in-one platform that gives businesses increased visibility and streamlines operations, at a reduced cost.

Freshworks Freshservice is a comprehensive IT service management software that supports businesses across multiple departments with a centralized and cost-effective solution.

Freshworks Logo
InvGate Logo

InvGate Service Desk is an IT service management solution that enables support teams to deliver services through its user-friendly ticketing system, workflow automation, and ITIL-compliant features. It is designed to help agents stay organized, prioritize tasks, collaborate seamlessly, and enhance overall support efficiency.

Ticket management is a central feature of InvGate Service Desk, allowing agents to focus on the most crucial tasks by organizing work based on priority, SLA, and urgency. The platform also facilitates collaboration between teams by providing full visibility of ticket changes, linked requests, and configuration items. In addition, InvGate Service Desk offers performance visibility through request time metrics, time tracking, and customer ratings, giving agents the tools for self-improvement and performance awareness.

InvGate Service Desk’s ITSM analytics provide a clear view of service desk performance through customizable dashboards, advanced reporting, and sharing capabilities. Users can cross-analyze over 150 metrics to generate valuable insights, make informed decisions, and share dashboards with stakeholders to improve transparency.

InvGate Service Desk is a comprehensive IT service management solution that caters to the needs of modern support teams, offering the opportunity to organize, automate, connect, and enhance IT services across an enterprise.

InvGate Logo
Ivanti Logo

Ivanti Neurons for ITSM is a comprehensive IT service management solution designed for both cloud and on-premises deployment. It aims to improve daily operations and support IT teams in administering world-class service management, not only for IT departments, but also for other business departments. The solution is based on industry standards with 13 certified service management processes and is intended to grow as your needs increase.

This ITSM solution offers end-to-end service management capabilities throughout the service delivery life cycle, such as automated workflows to increase efficiency and compliance. Automation services allow managers to create and manage workflows without coding, leading to improved service quality and consistency. Advanced diagnostic and remediation tools empower service desk teams to quickly resolve incidents during the first call, thereby reducing escalations and associated costs.

Ivanti Neurons for ITSM also features self-service options, such as AI-powered bots for users to obtain assistance or submit requests. This helps to streamline ticket management and lessen the workload on IT teams. Additionally, the solution offers role-based dashboards, providing real-time data and easy-to-use reporting tools to ensure performance and business goals are met. The platform’s flexibility allows for cloud, on-premises, or hybrid deployment options, and includes a mobile app.

Ivanti Logo
ManageEngine logo

ServiceDesk Plus is a unified service management platform designed for digital enterprises. This solution combines IT service management, IT asset management, and CMDB with enterprise service management capabilities for various departments such as HR, facilities, and finance. Available both on-premises and in the cloud, ServiceDesk Plus is a scalable, secure, and extensible solution ideal for organizations looking for an IT and enterprise service management platform with a proportionate ROI.

ServiceDesk Plus offers flexible editions to cater to all ITSM maturity levels, including Standard, Professional, and Enterprise editions. The platform features incident management, customizable ticket templates, visual ticket lifecycle builders, and other functionalities for improved workflow automation. Additionally, it provides multi-modal asset discovery and import, software asset management, asset loans, and asset inventory reports and analytics features.

With ServiceDesk Plus, businesses can modernize service management for IT and beyond, extending ITSM best practices throughout the organization. It offers integration with relevant tools from ManageEngine and Zoho, enhancing user experiences with a seamless and unified access portal. By offering flexible deployment options and compliance with industry best practices frameworks, ServiceDesk Plus ensures a faster time to value for complex service operations and helps improve data compliance with flexible data storage plans.

ManageEngine logo
ServiceNow Logo

ServiceNow IT Service Management (ITSM) is a cloud-based service management solution that is designed to consolidate on-premises legacy tools into a single platform. By utilizing shared data, analytics, and automated workflows through the Now Platform, ServiceNow ITSM aims to improve productivity and overall employee experience. The platform includes native AI, machine learning capabilities, and virtual agent chatbots that can save time for IT staff and improve the end support experience.

The solution allows employees to self-solve issues around the clock, make informed decisions by automating services, and continuously improve services in role-based workspaces. Agents can also triage, collaborate, and resolve incidents more efficiently, leading to a 30% improvement in agent productivity. Key features include Incident Management, Problem Management, Change Management, and Configuration Management, which help automate processes and improve the velocity of work.

ServiceNow ITSM also provides Performance Analytics, Service Portfolio Workspace, and Continual Improvement Management tools to help organizations make data-driven decisions and align IT goals with business objectives. With Mobile Agent support, IT service agents can update records, collaborate, and reassign tasks from anywhere on their preferred devices.

ServiceNow Logo
Spiceworks Logo

Spiceworks Cloud Help Desk is a free, user-friendly software solution trusted by over 280,000 organizations worldwide to manage and prioritize IT support tasks. By consolidating user requests and streamlining end-user experiences, the platform simplifies IT project management and ticketing.

With the Spiceworks Cloud Help Desk, businesses can enjoy free and easy setup, with no server procurement, setup, or maintenance required. The software allows for the organization and prioritization of tasks with custom ticket queues, as well as anytime, anywhere mobile access through the native Android and iOS apps. The platform also features time-saving automated responses, custom ticket views and rules, and a personalized knowledge base.

Advanced reporting capabilities enable IT managers to make informed business decisions, with the option to filter reports by various criteria, as well as tracking open and pending tickets. The Spiceworks Cloud Help Desk solution is part of the free Cloud Tools ecosystem, including Inventory Online, Connectivity Dashboard, IP Scanner, and Vendor Contracts.

Spiceworks Logo
SysAid Logo

SysAid is an IT service desk software including built-in asset management and advanced automation and orchestration capabilities, helping businesses boost productivity, enhance user experiences, and drive value.

The software streamlines the management of incidents and requests, allowing for the quick resolution of issues. With SysAid, information is easily accessible, and it offers the ability to synchronize Jira tickets directly within the platform. The solution also enables a simplified end-user experience by providing a one-touch ticket creation hotkey, auto-suggest search, self-service portal, and a service catalog.

SysAid offers out-of-the-box reporting, team and personal dashboards, and IT benchmarking capabilities to help businesses make informed decisions. Additionally, its BI Analytics (powered by Qlik) uncovers hidden insights, demonstrating the value of the service desk within the organization. The software includes full ITIL capabilities, value dashboards for ticket resolution trends, and out-of-the-box templates within a single platform.

SysAid is lightweight and easy to implement, enabling businesses to digitize workflows effectively. Its extensive templates, streamlined processes, with a low total cost of ownership.

SysAid Logo
TopDesk Logo

TOPdesk offers IT Service Management (ITSM) software designed to provide a centralized platform for managing IT services, improving agent efficiency, and enhancing customer satisfaction. The cloud-based platform facilitates collaboration between agents, customers, and departments, streamlining incident management, IT asset management, and IT change management processes.

The software provides comprehensive reporting capabilities, with real-time metrics to proactively identify potential issues while offering advanced analytics for continuous improvement. It supports over 90 integrations, enabling seamless connection with various virtual assistants, network scans, and personnel data through API development.

TOPdesk is designed to reduce IT helpdesk workloads, with features such as incident management software, self-service portals, and a knowledge base. It also incorporates various processes for standardizing service deliveries, including contract and service level management, change and request management, and problem management. In addition, omnichannel support is provided to ensure a superior customer experience across multiple channels.

TopDesk Logo
The Top 10 IT Service Desk Software