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Announcing the Top Rated IT Service Management (ITSM) Software for 2019

Megan Headley
Megan Headley
April 3, 2019
Awards, IT & Development

Announcing the Top Rated IT Service Management (ITSM) Software for 2019

TrustRadius Top Rated

Today, we awarded the 2019 TrustRadius Top Rated badges for IT Service Management (ITSM) Software. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer.

IT Service Management (ITSM) Software

IT service management (ITSM) software helps IT departments manage their work. Technicians and managers use ITSM software to track incidents, define change management processes, and document common issues and known fixes. ITSM solutions often also include customizable dashboards and reporting tools, giving users a variety of ways to view and understand important IT information. ITSM software is similar to help desk software, but the two are different in several important ways. ITSM products are primarily designed to be used by enterprises to service internal IT needs, whereas help desk software is focused on supporting a business’s external customers. To this end, ITSM software includes features like configuration and change management, but may exclude features like social media integration. Some vendors offer product suites that include both ITSM and help desk features.

Buyers evaluating ITSM solutions should consider the current and future needs of their IT systems. How well does the current solution meet business needs? Are there substantial process, asset, or policy changes in the foreseeable future? Choosing a product that can scale as an enterprise grows or flex as the IT landscape changes can help prevent frustration for both the IT team and other employees.

Here are the winners:


servicenow tr score

ServiceNow is a SaaS enterprise service management solution with ITSM, workflow, and help desk features. It offers core ITSM capabilities, including incident management, problem management, asset management, change management, and self-service request management. For walk-up IT support, ServiceNow supports online check-in, estimates queue times, and automatic notifications when technicians are ready. ServiceNow also tracks inventory data, intelligently categorizes and routes issues to technicians, and includes knowledge base tools. A significant majority (68%) of ServiceNow reviewers on TrustRadius are from enterprises. Reviewers value ServiceNow’s high customizability, asset discovery systems, and all-in-one platform.

“Because it is full-featured and a fully integrated solution, we no longer have multiple systems by which problem tickets and/or requests are opened and managed. This unified system improves efficiency and enhances the overall user experience.”

Verified User | Engineer in Information Technology | Automotive Company

[easy-tweet tweet=”ServiceNow: his unified system improves efficiency and enhances the overall user experience.” user=”trustradius” template=”qlite”]


topdesk tr score

TOPdesk is a service management solution with ITSM and facilities management features. It includes asset relationship mapping, change and release management tools, and reporting features. TOPdesk’s incident ticketing system tracks conversation history and supports file uploading for each ticket. Keyword-based analysis alerts operators and technicians to potential existing solutions to problems. Managers can use TOPdesk’s resource management tools and dashboard to keep an eye on user satisfaction, overall performance, and employee workload. Users from midsize businesses make up most (59%) TOPdesk reviewers on TrustRadius. Reviewers appreciate TOPdesk’s strong customer support team, workflow customization tools, and robust, and configurable self-service portal.

“The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways…TOPdesk is well suited to any information technology department or organization that operates on a ticket based system.”

Jay Hamel | Sr. Vice President & C.O.O. | Information Technology and Services Company

[easy-tweet tweet=”TOPdesk: helps members of 33 different school board clients direct tickets down specific pathways” user=”trustradius” template=”qlite”]

Jira Service Desk

jira service desk tr score

JIRA Service Desk is an ITSM and support system designed that integrates with JIRA Software. Through JIRA Service Desk, IT employees can collaborate on tickets, document solutions, automate repetitive tasks and workflow, manage change requests, and manage assets. Its self-service portal enables customers to find solutions to common problems, and a prioritized queue system directs technicians to the most important problems first. When integrated with JIRA Software, Service Desk can transform service tickets into software issues, helping keep IT and development teams on the same page. A large portion (46%) of Jira Service Desk users on TrustRadius are from midsize businesses. Reviewers frequently highlight its user-friendly UX, collaboration tools, and integration with JIRA’s software development tools.

“Jira Service Desk is very well suited for any organization that also uses Jira Software for Development or other teams for their task tracking and…[it] makes it very easy to take the ticket and move it to another board and assign it to someone to get worked on.”

Andrew Vawdrey | IT Helpdesk Technician | Computer Software Company

[easy-tweet tweet=”Jira Service Desk: makes it very easy to take the ticket and move it to another board.” user=”trustradius” template=”qlite”]

Congratulations to the winners of the Top Rated IT Service Management Software Award!

Top Rated Criteria

Products included in the 2019 Top Rated IT Service Management Software list must have been in the top tier of their category TrustMap as of March 15th, 2019. To qualify for the IT Service Management Software Top Rated Award, products must have at least 10 reviews written within the past year, a TRScore of at least 7.5 out of 10, and must receive at least 1.5% of the traffic in their category.  Every reviewer is verified and every review is vetted before publication. Products are plotted on the TrustMap based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.

About the Author

Megan Headley
Megan Headley
Megan leads Research at TrustRadius, whose mission is to ensure TrustRadius delivers high quality, useful and, above all, trustworthy user feedback to help prospective software buyers make more informed decisions. Before joining TrustRadius, Megan was Director of Sales and Marketing at Stratfor, where she was in charge of growing the company’s B2C revenue stream through email marketing and other channels. She enjoys traveling, reading, and hiking.

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