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Top 13 IT Management Tools in 2025: Why Your Business Needs ITSM Tools?
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Andrew
Managing Director
Today, digital tools play a huge role in helping businesses grow. In fact, 85% of small businesses say these tools are super important for their success. With technology becoming more essential, managing IT systems properly has never been more important.
In 2025, companies will deal with even bigger challenges in keeping their IT systems secure, organised, and running smoothly. That’s where IT management tools come in.
This guide breaks down the top IT service management tools, what they do, and why they matter.
What are IT management tools?
IT management tools are software programs that help businesses organise and improve their IT systems.
They allow companies to track problems, manage assets, and keep their technology running without issues. As technology keeps advancing, businesses need the right tools to handle complex IT needs.
Companies use IT management software to keep an eye on their systems, fix issues, and make sure everything runs smoothly. A strong management tool can improve service, help teams work more efficiently, and provide better IT solutions.
Why businesses need IT management software
Investing in a management tool is crucial for businesses looking to enhance service management and optimise IT workflows. Here’s why businesses benefit from implementing ITSM tools:
- Improved service delivery: A service management platform ensures service requests and incidents are handled efficiently, reducing downtime and improving response times.
- Enhanced asset management: Businesses can track hardware and software assets, manage licenses, and ensure compliance with IT regulations.
- Automated workflow management: ITSM software automates repetitive processes, allowing IT teams to focus on high-priority tasks.
- Comprehensive endpoint management: Businesses can manage devices, monitor networks, and implement software updates remotely.
- Better incident and problem management: A robust IT management platform provides tools for tracking and resolving IT incidents, reducing operational risks.
Key features of an effective ITSM software for your workflow
Selecting the right management software requires understanding the essential features that contribute to a robust ITSM solution. Here are some of them:
Service desk and ticket management
A core function of IT management software is service desk support. A service management solution should include ticket management capabilities to streamline incident tracking and resolution.
IT management tools such as Jira Service Management and SolarWinds Service Desk offer intuitive dashboards that enable IT teams to prioritise and categorise service requests effectively.
Businesses need a service management platform that allows users to create and track tickets, ensuring incidents and service requests are resolved promptly. An advanced service desk enhances customer satisfaction by providing an organised approach to IT support.
Asset and configuration management
Managing IT infrastructure requires tools that provide comprehensive asset management capabilities.
The best IT service management platforms allow businesses to track hardware and software assets, ensuring that all IT resources are accounted for and efficiently managed.
Configuration management is another key feature, enabling IT teams to monitor software licenses, enforce software updates, and maintain a complete database of IT assets. ITSM solutions integrate database management tools to store asset details, ensuring seamless service operations.
Remote Monitoring and Management (RMM)
A robust IT management platform should include remote monitoring and management functionalities to oversee IT systems from any location.
RMM tools enable IT teams to detect system vulnerabilities, apply patch management solutions, and ensure continuous network performance.
IT management tools with strong monitoring software help organisations manage their IT infrastructure proactively. With endpoint management capabilities, businesses can secure remote devices and implement software updates without on-site intervention.
Workflow and change management
An efficient ITSM strategy includes workflow management and change management features to enhance business processes.
IT project management software should allow businesses to create automated workflows that streamline IT tasks, ensuring seamless service delivery.
Change management features help companies implement IT updates without disrupting daily operations.
A service management software solution that supports structured change approval processes reduces risks and enhances operational stability.
Service catalogue and knowledge management
A service catalogue provides users with a structured view of available IT services, making it easier to request and track service deliveries.
ITSM software that includes service catalogue features simplifies IT service request management and enhances user experience.
Knowledge management is equally important, allowing IT teams to document solutions to common IT issues.
IT management tools with built-in knowledge bases enable users to find answers quickly, reducing service desk workloads and improving resolution times.
Security and compliance management
IT security is a critical component of an IT management tool. A comprehensive service management solution includes password management, software license tracking, and endpoint security features.
Businesses must choose an IT service tool that meets compliance requirements and safeguards sensitive data.
Patch management and software remotely updating tools help businesses mitigate security threats by ensuring IT systems remain up to date.
ITSM tools that support security audits and compliance tracking help businesses align with industry best practices.
13 best IT management platforms (ITSM) in 2025
Businesses need the right IT management software to optimise operations, improve workflow efficiency, and enhance service delivery. Below is a list of the best IT management tools in 2025 with a brief overview of their functions.
1. Jira Service Management
Jira Service Management is a comprehensive ITSM platform offering advanced workflow automation and incident management features.
It integrates seamlessly with other Atlassian products, making it an ideal choice for IT teams looking to optimise service desk operations.
Pros:
- Intuitive UI and user-friendly dashboard
- Strong integration with the Atlassian ecosystem
Cons:
- Pricing may be high for small businesses
2. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT management tool designed to streamline service delivery and change management processes.
This platform provides businesses with essential service management features, including incident tracking, software license monitoring, and automated workflow management to enhance IT efficiency.
Pros:
- Robust reporting and analytics
- Easy-to-use ticketing system
Cons:
- Can be complex for beginners
3. ServiceNow ITSM
ServiceNow ITSM is an AI-driven service management platform that automates IT workflows and service request management.
With its predictive intelligence and robust automation capabilities, ServiceNow helps organisations improve IT service delivery, reduce resolution times, and enhance overall business productivity.
Pros:
- Highly scalable and customisable
- Advanced automation capabilities
Cons:
- Expensive licensing model
4. Freshservice
Freshservice provides IT asset tracking and service desk automation with an easy-to-use interface tailored for growing businesses.
This ITSM tool offers powerful automation, incident and problem management features, and a self-service portal to empower users and reduce the workload on IT teams.
Pros:
- Affordable pricing
- Simple and intuitive design
Cons:
- Limited advanced integrations
5. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an IT management tool designed to simplify IT service management.
It provides incident management, asset tracking, and change management to ensure smooth IT operations for businesses of all sizes.
Pros:
- Affordable and scalable for different business needs
- Comprehensive ITSM capabilities with built-in automation
Cons:
- User interface can feel outdated compared to competitors
6. BMC Helix ITSM
BMC Helix ITSM is an AI-powered service management solution that helps businesses modernise their IT operations.
With automation, predictive intelligence, and cloud-native deployment, it optimises service delivery and reduces downtime.
Pros:
- Strong automation and AI-driven insights
- Highly customisable for complex IT infrastructures
Cons:
- Requires significant initial setup and training
7. Ivanti Neurons for ITSM
Ivanti Neurons for ITSM provides a modern, cloud-based approach to IT service management. It offers proactive problem resolution, workflow automation, and endpoint management to enhance IT efficiency.
Pros:
- AI-powered automation for faster service resolution
- Strong endpoint management capabilities
Cons:
- Pricing can be high for small businesses
8. SysAid ITSM
SysAid ITSM is a feature-rich IT management platform with built-in automation, service desk functionality, and asset tracking.
It is designed for businesses that want to improve service operations with minimal complexity.
Pros:
- Easy to deploy and use
- Includes asset management and service automation
Cons:
- Lacks advanced integrations with some enterprise tools
9. Cherwell ITSM
Cherwell ITSM is a flexible IT management tool that enables businesses to configure workflows without coding.
It provides incident, change, and asset management while integrating with various third-party applications.
Pros:
- No-code workflow customisation
- Strong automation and reporting features
Cons:
- Performance can be slow for large organisations
10. NinjaOne
NinjaOne is a cloud-native IT management solution with remote monitoring and endpoint management capabilities.
It is widely used by MSPs and IT teams to streamline IT infrastructure management.
Pros:
- Strong remote monitoring and management features
- Simple and intuitive interface
Cons:
- Limited ITSM capabilities compared to competitors
11. Zendesk for IT
Zendesk for IT is an extension of the popular customer support platform, offering IT ticketing, self-service portals, and automation for IT teams.
It is best suited for businesses looking for a simple, user-friendly IT helpdesk.
Pros:
- Easy to use with a familiar interface
- Strong knowledge base and self-service options
Cons:
- Lacks full-fledged ITSM capabilities
12. TOPdesk
TOPdesk is a service management platform that focuses on IT service desk, incident management, and self-service portals.
It helps businesses streamline IT support while providing an excellent user experience.
Pros:
- Intuitive interface with strong self-service functionality
- Affordable pricing for SMBs
Cons:
- Lacks deep automation and AI features
13. Spiceworks IT Help Desk
Spiceworks IT Help Desk is a free, community-driven IT management tool. It offers ticketing, network monitoring, and asset tracking, making it ideal for small IT teams with limited budgets.
Pros:
- Free to use with strong community support
- Simple setup and easy to use
Cons:
- Limited scalability and lacks enterprise-level features
Don’t make IT management your problem with Serveline
Managing IT infrastructure can be overwhelming, but it doesn’t have to be. Serveline offers the best IT management solutions designed to meet business needs while ensuring efficient service delivery.
With a comprehensive IT service management strategy, Serveline helps businesses streamline their workflows, implement effective endpoint management, and maintain robust security measures.
Frequently asked questions
What is an IT management tool?
An IT management tool is a software solution designed to streamline service management, optimise workflows, and improve service delivery.
These tools help businesses manage their IT infrastructure, track incidents, and automate various IT processes.
How do I choose an IT management tool for my business?
To choose an IT management tool, assess your business needs, service management requirements, and ITSM strategy.
Consider factors such as workflow automation, endpoint management, and integration with existing IT infrastructure.
What are the best IT management tools in 2025?
The best IT service tools in 2025 include Jira Service Management, SolarWinds Service Desk, ServiceNow ITSM, and Freshservice.
These platforms offer a range of tools for service request management, incident tracking, and asset management.
What is the role of ITSM software in service management?
ITSM software provides tools that help businesses manage IT services efficiently, ensuring efficient service delivery.
Features include service desk management, change management, and problem resolution to optimise IT workflows.
Why is remote monitoring and management important?
Remote monitoring and management tools provide IT teams with the ability to oversee IT infrastructure, apply patch management, and ensure system security without on-site intervention. These tools offer proactive monitoring to prevent downtime.
What are the key features of a comprehensive IT service management solution?
A comprehensive IT service management solution includes SLA management, asset tracking, configuration management, and knowledge management.
These features help businesses improve service operations and meet business goals.
How can IT management software improve productivity?
IT management software enhances productivity by automating service management tasks, streamlining service desk operations, and offering workflow automation.
These tools help IT teams focus on high-priority tasks while ensuring efficient service delivery.
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