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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.
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.
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Rating image, 4.20 out of 5 stars.
4.20/5
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2 stars equals Fair.
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We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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SysAid is raising the bar when it comes to user experience. Other help desk software vendors should take notice.
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Rating image, 4.00 out of 5 stars.
4.00/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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ServiceDesk Plus offers so much to offer those looking for help desk software no matter their experience level.
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Rating image, 3.80 out of 5 stars.
3.80/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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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.
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Spiceworks
Rating image, 3.70 out of 5 stars.
3.70/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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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.
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SolarWinds Service Desk
Rating image, 3.60 out of 5 stars.
3.60/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Once you outgrow your current help desk software, you'll need a comprehensive service desk solution. The Blueprint reviews SolarWinds Service Desk, which is used by AT&T, Harvard University, and NASA.
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Rating image, 3.50 out of 5 stars.
3.50/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Zendesk has something to offer nearly every help desk team so long as you’re looking for a unique take on the software.
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Jira Service Desk
Rating image, 3.30 out of 5 stars.
3.30/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Jira Service Desk is not as consumer friendly as Atlassian’s other software options.
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Kaseya Vorex
Rating image, 2.90 out of 5 stars.
2.90/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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I’m running out of ways to say “avoid Kaseya Vorex” so hopefully this review will do the trick.
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SysAid
Rating image, 4.20 out of 5 stars.
4.20/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: SysAid is raising the bar when it comes to user experience. Other help desk software vendors should take notice.
SysAid is a phenomenal IT management tool thanks to its simple user interface, easy ticketing systems, unique features, and a solid list of support options. My favorite feature of SysAid has to be the asset management system.
Not only does SysAid offer all of the standard asset management functions such as asset lists, incident forms, and monitoring alerts, it also offers a unique asset web tool.
This visual network tool shows you how your organization is connected through the computers, phones, servers, and modems/routers you own. This web can be altered and rearranged to your liking, making it a great visual asset for understanding exactly who has what and where.
The asset web in SysAid is fantastic for visualizing your entire system Image source: Author
The one downside to SysAid is the absence of pricing on its website, which usually means a platform is not cheap. Remember that if you test-drive this software.
Servicedesk Plus
Rating image, 4.00 out of 5 stars.
4.00/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: ServiceDesk Plus offers so much to offer those looking for help desk software no matter their experience level.
ServiceDesk Plus is almost as good as SysAid in terms of ease of use, features, and support options. I know that’s a weird way to describe this platform, but it’s true once you dive into it.
Their features lists are practically identical, the ease of use is almost as good as SysAid’s, and ServiceDesk Plus hides its pricing, too (sigh). While ServiceDesk Plus doesn’t offer a visual asset web like SysAid does, it offers every other feature you could ask for in an IT management system.
Everything about ServiceDesk Plus is clean and easy to navigate. Image source: Author
Choosing between these two platforms will mostly come down to price. Since neither platform advertises its pricing on the website, you’ll have to negotiate rates and choose whichever one is best for your budget.
The only downside I found while reviewing this tool are the potential timezone and language barriers with ServiceDesk Plus’ phone support since their teams are located in India. Other than that, you can’t go wrong with this option.
Freshservice
Rating image, 3.80 out of 5 stars.
3.80/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: 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.
Freshservice is a robust IT management solution that’ll manage your tickets, measure support performance, manage your assets, and produce progress reports for your entire IT team.
That being said, despite the fantastic user interface, simple learning curve, and decent list of features, Freshservice is expensive in certain areas. I don't like being nickeled-and-dimed, and when I read through Freshservice's pricing, I can’t help but feel like users are being taken for a ride with some of its rates.
For example, Freshservice’s lowest pricing tier starts at $29/month per user, which is a high price tag. On top of this subscription rate, it also charges a $0.20 fee for each device that's managed on the platform.
The Freshservice agent desk provides an overview of outstanding tasks and tickets broken out by category as well as agent performance metrics. Image source: Author
Most platforms I’ve seen don’t charge these fees, so why does Freshservice feel the need to? The good news is, the other pricing tiers offer 100 devices without the surcharge. If you go over this limit, you’ll pay anywhere from an additional $40 per month for 250 assets to $1,500 per month for unlimited assets.
Spiceworks
Rating image, 3.70 out of 5 stars.
3.70/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: 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.
Spiceworks differs from other options in this list for multiple reasons. First off, the self-hosted version of Spiceworks can only be installed on Microsoft Windows servers, so if you’re running Linux or any other type of server, you’re out of luck.
Second, Spiceworks is free, thanks to advertising, which is unique for this type of software. Finally, there is no phone support available, so if you need a question answered, or you’re experiencing an issue, you’ll have to figure it out using Spiceworks’ knowledge base, or contact their team via email.
Differences aside, Spiceworks is quite appealing considering it’s free. It’s better suited for smaller businesses rather than large enterprises, which is reflected by the simplicity of its features.
The main Spiceworks dashboard can be customized to meet your needs, but you will have to get used to the ever-present ads. Image source: Author
For instance, Spiceworks doesn’t offer any advanced reporting capabilities -- just a simple dashboard that measures the different types of ticket categories, response times, and open/closed rates.
If you’re running a small operation, and all you need is a simple and free ticketing system, Spiceworks is a unique option that might fit the bill.
SolarWinds Service Desk
Rating image, 3.60 out of 5 stars.
3.60/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: Once you outgrow your current help desk software, you'll need a comprehensive service desk solution. The Blueprint reviews SolarWinds Service Desk, which is used by AT&T, Harvard University, and NASA.
SolarWinds has a lot to offer as a quality IT management software option -- if you’re willing to pay for it. Everything you’d need from ticketing and incident management to asset management and reporting, SolarWinds has you covered.
However, judging by the average list of features you can find in other solutions, SolarWinds’ pricing runs on the expensive side.
Baseline pricing is standard considering the industry, but there's an additional cost associated with each device you manage through the platform.
The SolarWinds Service Desk dashboard provides a snapshot of submitted tickets, types of user issues, and the agent assigned to each incident. Image source: Author
If your organization handles dozens of employee computers, phones, routers, and other gadgets, you’ll pay an associated cost per device that goes as high as $0.70. While that doesn’t seem like much, this cost can easily get out of hand with a large organization.
Zendesk
Rating image, 3.50 out of 5 stars.
3.50/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: Zendesk has something to offer nearly every help desk team so long as you’re looking for a unique take on the software.
Zendesk Support tries to be everything for everyone with customer service. The pricing options are numerous, the interface is easy to understand, and the features list is formidable when compared to some competitors. I gave Zendesk Support the "best for new users" superlative because it’s so easy to pick up and learn.
It has adopted the task tabs function I praised LiveAgent for, their reporting is simple to use, and it’s easy to switch between communicating with customers and sending out support instructions to the rest of your team.
I’ve also reviewed Zendesk as an IT management tool, but it excels as a customer service option. The pricing is especially impressive. Zendesk gives users seven options, starting at $5/month, per user and topping out at $149/month, per user.
Zendesk Support makes it easy to create new tickets and manage them using their tabs system. Image source: Author
Zendesk is great for businesses of all sizes. All you have to do is choose the pricing tier that’s right for your budget.
Jira Service Desk
Rating image, 3.30 out of 5 stars.
3.30/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: Jira Service Desk is not as consumer friendly as Atlassian’s other software options.
Atlassian didn’t knock it out of the park with its service desk platform, like they did with some of their other tools, but Jira Service Desk is a functional and user-friendly option.
Jira Service Desk borrows many familiar functions from its project management platform, so if you have experience with Jira, you’ll have little to learn. Where this tool really falls short in my eyes is the lack of any native asset management functionality.
Instead, you’ll have to rely on a third-party tool to manage your organization’s computers, servers, phones, etc. This is bothersome because although you have multiple options to choose from in the Atlassian marketplace, it means you’ll have to pay for them on top of your Jira Service Desk subscription.
Jira Service Desk’s user interface is similar to the project management variant. Image source: Author
Outside of this issue, if you already have an asset management platform, Jira is a perfectly acceptable IT management solution.
Kaseya Vorex
Rating image, 2.90 out of 5 stars.
2.90/5
Our ratings are based on a 5 star scale.
5 stars equals Best.
4 stars equals Excellent.
3 stars equals Good.
2 stars equals Fair.
1 star equals Poor.
We want your money to work harder for you. Which is why our ratings are biased toward offers that deliver versatility while cutting out-of-pocket costs.
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Bottom Line: I’m running out of ways to say “avoid Kaseya Vorex” so hopefully this review will do the trick.
I have second (and third?) thoughts about putting Kaseya Vorex on this list. I’ve had some time since my initial review to reflect on my thoughts about this platform, and they haven’t gotten any better.
In fact, they’ve gotten worse. Vorex is bland, outdated, unreliable, and pricing isn’t available. Never have I experienced a software trial where the servers went down for over an hour with no announcement or clarification from the vendor.
Once my access was restored, I was met with more disappointment thanks to the retro 90s look of the user interface. It’s 2020, so I’m pretty sure we’ve advanced beyond these clunky, outdated design choices.
Everything in Vorex is easily accessible, just not visually appealing. Image source: Author
Everything about this platform is severely underwhelming, especially for an enterprise-geared software option.
What The Ascent 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:
- Can I find most of the major features without guidance?
- 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.
Our Small Business Expert
Nick is a seasoned writer and digital marketing specialist with lots of experience in B2B software research. He has always had a passion for technology and has worked as an Apple technical specialist, in the social media startup scene, and also in local DC real estate.
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