The 8 Best IT Management Software for Small Businesses in 2021

IT management software is a system meant to organize, track, communicate, and measure any and all support tasks. Whether your IT team is handling server updates or dealing with small website glitches, IT management software will help provide a structure for completing these tasks and measuring their effectiveness.

Top Rated

SysAid

SysAid is raising the bar when it comes to user experience. Other help desk software vendors should take notice.

Best for SMBs

Zendesk

Zendesk has something to offer nearly every help desk team so long as you’re looking for a unique take on the software.

Best Features

Servicedesk Plus

ServiceDesk Plus offers so much to offer those looking for help desk software no matter their experience level.

Best Value

Spiceworks

If you want no-frills help desk software, Spiceworks could be your best choice. This free software does have limited functionality, so The Blueprint goes over what it can and cannot do.

Best Support

Freshservice

If you're still using emails in lieu of help tickets and follow-up messages, you need a help desk solution like Freshservice. The Blueprint covers its features and pricing in this in-depth review.

We may receive compensation from partners and advertisers whose products appear here. Compensation may impact where products are placed on our site, but editorial opinions, scores, and reviews are independent from, and never influenced by, any advertiser or partner.

Those who work in IT can attest to the countless tasks and requests they deal with every day, from creating new employee email addresses to fixing website glitches. This career field is an endless barrage of problem-solving that requires lots of patience and organizational skills.

IT management software frees up your IT team’s mental capacities so they can concentrate on the tasks at hand and not have to remember everything that needs to be done. IT management software also gives you the chance to establish your ITIL framework and align it to the needs of your business, rather than playing fast and loose with your support structure.

Like most management software tools, this is all about improving efficiency, improving quality of work, and reducing the likelihood of systematic team breakdowns.

Our top picks for the best IT Management Software:

Top Rated

1. SysAid

   
Best Features

2. Servicedesk Plus

   
Best Support

3. Freshservice

   
Best Value

4. Spiceworks

   
Best for Enterprises

5. SolarWinds Service Desk

   
Best for SMBs

6. Zendesk

   

7. Jira Service Desk

   

8. Kaseya Vorex

   

What The Blueprint looks for in great IT management software

1. Ticket management

This is the bread and butter of an IT management system. Ticketing systems give your IT team the ability to create, track, manage, and complete support tasks in an efficient and organized manner.

These systems let end users submit tickets along with your IT team, and the best systems automatically delegate those tasks to available or best-suited team members.

2. Self-service portal

Your IT management team won’t be available 24/7, and sometimes your users need a way to solve issues on their own, especially for small problems.

That’s why it’s important for your IT management software to include self-service portals that provide answers and workarounds for common issues that would otherwise go unsolved during non-active hours or clog up your ticketing system with easily solved problems.

3. Ease of use

Ease of use is always important, but with IT management, your support teams shouldn’t be burdened by learning how to navigate and use a new tool. My criteria for ease of use is pretty straightforward:

  1. Can I find most of the major features without guidance?
  2. Can I figure out how to use most of those major features in 20 to 30 minutes?

I don’t factor into this assessment some of the unique tricks, hotkeys, and features because those are typically learned over the course of time. I want to know if a new user can learn most of what they need to know on the first day of use so they can spend less time learning and more time being productive.


How your business can benefit from using IT management software

IT management software will help you solve issues for your end users, but what are some of the more intricate benefits of picking up a new software platform?

Higher quality end-user support

Do you know what’s better than your end users just walking up to you and asking for things? Having all of those requests and issues cataloged, tracked, and measured in a sophisticated software system.

IT management software allows you the peace of mind to work on issues without having to remember every detail of a request, which results in higher quality support.

Set clear expectations for your end users

This benefit goes hand in hand with the last. Your IT management system will allow you to create an ITIL (information technology infrastructure library) change management structure that is easy to understand when your business needs to execute a pivot.

These clear expectations will lead to a higher level of support quality and ultimately build cohesiveness between the different teams in your organization.

Performance improvements

Most IT management systems come with some kind of reporting systems, and the best offer insights into your team’s performance. Using this information, you can always identify bottlenecks and find new ways to improve your structure so your team isn’t dealing with a significant backlog of requests and issues.


IT Management Software Frequently Asked Questions

What are the dealbreakers for selecting IT management software?

The biggest dealbreaker for me comes down to ease of use. Overly complicated systems lend themselves to problems that you don’t want to deal with, especially when you’re paying anywhere from hundreds to thousands of dollars each year for your software.

If your IT team can’t figure out how to use the platform in a day or two without frequent and thorough instruction, then it’s time to look elsewhere. You never want your problem-solving software to become the problem.

Is asset management a necessary feature?

Yes and no. Yes, in most cases, it's in your best interests to have an asset management system to track all of your devices (computers, tablets, phones, cables, servers, etc.).

But no, it isn’t absolutely necessary. While it’s probably best your IT management system comes with this capability, it’s possible to use a third-party IT asset management software in conjunction with your main ticketing system.

What will IT management software cost my business?

I have no clear-cut answer to this question since all vendors have their ways for pricing their software platforms. However, the average price I’ve seen for these tools typically starts around $5/month per user and tops out around $18/month per user for the high-end enterprise tiers.

Even if your business is relatively small and/or new, you’ll find some free options to choose from. One of those is even included on this list.