Top 8 IT Service Management Tools to Level Up Your Customer Service

Imagine a safe place where you get to run all your IT operations.

From organizing your IT assets to knowledge bases, you can handle any external issue regarding IT service delivery single-handedly.

Moreover, you and your team can work WAY MORE efficiently, create unique workflows according to your services, and follow an ITSM framework—making it possible to benefit from artificial intelligence (AI) to support business operations on a single platform.

In this article of mine, I’ll present you with the best IT service management tools that contain several features that will improve customers’ service experience so that you can level up your customer service game as a service provider.

Let’s get it started!

1- Salesforce Service Cloud

Salesforce Service Cloud as an IT management service provider

Offering several SaaS solutions on its platform, Salesforce is a big force to reckon with.

One of these solutions is customer service, known as Salesforce Service Cloud—helping you achieve a milestone in delivering excellent customer experience by turning complex operations into simple processes thanks to effective automations, giving you real-time updates via its flexible system, and empowering the concept of self-service through service portals and bots.

How does Salesforce manage to do all this?

By having the powerful features that I’m about to name:

  • agent workspace,
  • automation and workflows,
  • case management,
  • customer service incident management,
  • knowledge management,
  • mulesoft composer,
  • omni-channel routing,
  • reporting and analytics,
  • telephony and voice,
  • video support,
  • workforce engagement, and many more.

By the way, Salesforce offers a 30-day free trial for you to see its worth!

Salesforce Service Cloud Pricing

  • Essentials plan: €25/agent per month when billed annually
  • Professional plan: €75/agent per month when billed annually
  • Enterprise plan: €150/agent per month when billed annually
  • Unlimited plan: €300/agent per month when billed annually

*All the plans above include a 30-day-long free trial, making it possible to try them out before committing to an annual purchase.

2- Zendesk ITSM

Zendesk ITSM

As a customer service software, Zendesk has a lot to offer in terms of managing IT-related processes.

Before listing what its capable of, let me mention its benefits: increase in operations’ efficiency, rise in IT team’s work rate, boost in ROI (return on investment), ease in pinpointing pain points, advancement in the quality of service, progress in communication, enrichment of customization, improvement of employee experience, and many more that will act as a support for a better business impact. 

Achieving these outcomes is a piece of cake for Zendesk, thanks to the features below:

  • messaging,
  • help centers,
  • AI and bots,
  • agent workspace,
  • collaboration tools,
  • routing and intelligence,
  • knowledge management,
  • integrations,
  • single customer view,
  • analytics and reporting, and many more.

Zendesk ITSM Pricing

  • Suite Team: $49/agent per month when billed annually
  • Suite Growth: $79/agent per month when billed annually
  • Suite Professional: $99/agent per month when billed annually

*All the plans above include a 30-day-long free trial, making it possible to try them out before committing to an annual purchase.

3- SysAid 

SysAid as an IT service management solution

As an advanced service desk, SysAid is a solution that is here to help you improve both agent and employee experience TO support the customer service process.

Custom reports, quick setup, automations… This is just the tip of the iceberg, though. SysAid also proudly presents third-party integrations, advanced customization, and service-level management, which help you design out-of-the-box templates that will resolve users’ issues in an instant.

SysAid contains the features below to design your custom workflows that will improve your team’s performance:

  • ticket management,
  • self-service portal,
  • remote control,
  • CMDB,
  • chat,
  • incident management,
  • problem management,
  • change management,
  • service level management,
  • knowledge management,
  • digital workflows,
  • flexibility,
  • service desk automation,
  • service orchestration,
  • AI service desk,
  • data management, and more.

SysAid Pricing

SysAid offers custom quotes; thus, it’d be better for you to contact its sales team.

4- Freshservice

Freshservice as an IT service management tool

Product of Freshworks, Freshservice is an IT service management software that is trusted by many businesses, such as Chargebee, TaylorMade, and RingCentral.

Why do these businesses utilize Freshservice, you might ask. Let me explain from the start. An IT service management platform like Freshservice allows you to boost efficiency, manage service requests smoothly, and standardize manual processes that are IT-related.

These information technology service management tools not only help teams save time by reducing the overall time of an IT service operation, but also help simplify the tasks and workflows concerning IT services. Thus, they’re very popular business service tools that IT service teams make use of for their functions.

Now, let’s move on to these features. Freshservice offers the following in order to provide immediate and efficient service to customers as an ITSM tool:

  • incident management,
  • knowledge management,
  • service level management,
  • unified service catalog,
  • problem management,
  • change management,
  • asset management, 
  • project portfolio management, and many more.

Using the features above, you’ll turn time-consuming IT-business processes to simple ones as you’ll be benefiting from powerful automations and workflows.

With Freshservice as your IT service desk software, you can:

  • set the platform up in minutes with the 24/7 help of onboarding experts,
  • increase agent efficiency, thanks to AI-powered service management,
  • make use of its robust mobile app,
  • manage alerts, changes, problems, knowledge, SLAs, and incidents effortlessly as automations will help you through the whole process,
  • check alerts on a single platform and integrate it platform with third-party tools via the orchestration center to minimize your downtime,
  • utilize asset normalization, automated discovery, SaaS management, asset lifecycle management, and contract management to take your IT asset management to the next level,
  • deliver projects with ease by using integrated projects, customizabşe project templates, project analytics, unified task management, and AI for predictive insights, and many more.

Freshservice Pricing

  • Starter plan: $19/agent per month when billed annually
  • Growth plan: $49/agent per month when billed annually
  • Pro plan: $89/agent per month when billed annually
  • Enterprise plan: $109/agent per month when billed annually

*All the plans above include a 21-day-long free trial, making it possible to try them out before committing to an annual purchase.

5- ServiceNow

ServiceNow as an IT service management solution

ServiceNow is a cloud-based IT service management software that helps you create digital IT workflows to guarantee real value to customers.

Improving IT productivity, ServiceNow offers its valuable services to 7,400+ businesses on both desktop and mobile. According to the verified users of ServiceNow, one of the most robust features is service request management which deals with customer inquiries by presenting them with a service portal full of answers, promoting self-service.

Other features ServiceNow contains to enhance customer service are as the following:

  • incident management,
  • problem management,
  • change management,
  • request management,
  • virtual agents,
  • mobile agents,
  • predictive intelligence,
  • service owner workspace,
  • service operations workspace,
  • vendor management workspace,
  • DevOps,
  • dynamic translation,
  • knowledge management,
  • employee center,
  • asset and cost management,
  • performance analytics,
  • configuration management,
  • continual improvement management,
  • service level management, and many more.

ServiceNow Pricing

ServiceNow offers custom quotes; thus, it’d be better for you to contact its sales team.

6- Symphony SummitAI

Symphony SummitAI as an IT service desk

Symphony SummitAI is a platform that is designed as an IT service desk tool to advance user experience.

All of your ITSM needs will be met by using Symphony SummitAI’s ticket management system, which will surely speed up the process of fixing potential issues that might have a potential impact on your business—mostly in a negative sense. Thus, you better put your trust in its high capability of reducing ticket resolution time.

Enough about incoming tickets; let’s talk about how easy it’s to create codeless digital workflows that will lessen the time spent waiting on tickets by providing users with specific informative knowledge base articles.

If you’re more curious, the following are the rest of the features Symphony SummitAI offers to its users:

  • incident management,
  • service request management,
  • service catalog management,
  • knowledge management,
  • problem management,
  • change management,
  • release management,
  • SLA management,
  • major incidents,
  • operational intelligence,
  • omni-channel support,
  • reporting,
  • orchestration,
  • IT clinic, and many more.

Symphony SummitAI Pricing

Symphony SummitAI offers custom quotes; thus, it’d be better for you to contact its sales team.

7- Jira Service Management

Jira as an IT service management tool

Jira Service Management is an ITSM software that ensures growth through scaling your IT service management.

Jira software reduces costs while helping you gain visibility by keeping track of the entire incident lifecycle, making it possible for you to spend less time on issue resolution as an IT cloud service management tool.

Moreover, this service desk allows you to add smart forms to user portals in order to get feedback from your users TO ensure continual service improvement. Also, this service desk platform permits countless third-party integrations, such as AWS, Salesforce, Slack, and Microsoft.

Jira Service Management contains several necessary features to deliver high value to your customers; some of which are:

  • request management,
  • incident management,
  • problem management,
  • change management,
  • asset management,
  • configuration management,
  • knowledge management, and many more.

Jira Service Management Pricing

  • Free plan: $0 (up to 3 agents)
  • Standard plan: $20/agent per month (up to 15 agents)
  • Premium plan: $45/agent per month (up to 15 agents)
  • Enterprise plan: Custom quote, better contact the sales team.

*All the paid plans above include a 7-day-long free trial, making it possible to try them out before committing to an annual purchase.

8- SolarWinds Service Desk

SolarWinds Service Desk as an IT service management software

SolarWinds Service Desk is a service desk software, just like its name suggests.

However, this doesn’t mean that it’s no different from the others. According to its verified users, this ITSM tool allows great IT service assets that guarantee remote control via custom workflows to its users. From ITIL service automations to risk detection, this IT service management tool is full of functions that you can use.

Let me count its features for you to see how this platform earned the right to become one of the top 50 IT management tools of G2 in 2022:

  • asset discovery,
  • Microsoft license auditing,
  • benchmarking,
  • Configuration Management Database Software (CMDB),
  • dashboards,
  • employee service portal,
  • enterprise service desk,
  • hardware inventory management,
  • help desk knowledge base,
  • incident management software,
  • internationalization and localization,
  • IT asset management,
  • IT change management,
  • IT service catalog,
  • ITAM software,
  • problem management software,
  • procurement tools,
  • release and deployment management,
  • risk management,
  • service automation,
  • service desk chat,
  • service desk mobile app,
  • service desk reporting,
  • service level management,
  • software license management,
  • ticketing, and more.

SolarWinds Service Desk Pricing

SolarWinds Service Desk offers custom quotes; thus, it’d be better for you to contact its sales team.


IT service management is a tough nut to crack, but it’s not impossible.

By putting effort into researching and testing, I’ve put together 8 powerful IT service management tools for you to try out as well.

Try the ones you like and see if they’re a fit for you!

Frequently Asked Questions

What is an IT service management tool?

IT service management tools are designed to run IT operations on a single platform where agents create custom workflows to simplify the whole process.

How many ITSM tools are there?

It isn’t possible to count the number of IT service management tools out there since there is a lot of them; however, you can easily find lists concerning the best options on the net.

Is Jira an ITSM tool?

Jira has a product that focuses on IT service management.

What are the components of IT service management?

IT service management tools have some specific components in them that make it possible to support all IT operations, including change management, asset management, incident management, problem management, and knowledge management.

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Renk Mert

Renk Mert

Sugar, spice, and everything nice... These were the ingredients chosen to create the perfect creative content writer. But UserGuiding accidentally added an extra ingredient to the concoction: *sass*. Thus, the daydreamer Renk with an undying love for cats was born. Feel free to contact me via LinkedIn to talk about user onboarding, inbound marketing, and even the series Buffy the Vampire Slayer.