Announcing the Top Rated IT Service Management Software for 2018

Megan Headley
Megan Headley
February 14, 2018
Awards, IT & Development

Announcing the Top Rated IT Service Management Software for 2018

Today, we awarded the 2018 TrustRadius Top Rated badges for IT Service Management Software. The TrustRadius Top Rated awards are unique in that they are an unbiased reflection of customer sentiment, based solely on user satisfaction scores. They are not influenced by analyst opinion, the vendor’s company size, popularity, site traffic, or status as a TrustRadius customer.

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. The main focus is to deliver satisfactory service to the end user customer. ITSM involves a shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models. From a software product standpoint, ITSM tools focus on the specific area of what most users think of as service desk to streamline service delivery within the IT domain.

Here are the winners:

Overall Top Rated


ServiceNow is a single cloud-based platform designed to improve IT service levels by offering automated and trackable workflows for companies. IT teams can use the software to customize help desk features and track requests on the dashboard, and other departments can use the software for onboarding and tracking customer satisfaction. According to user reviews, one of the best features of the software is its easy customization, providing a great user experience.

“Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs. Out of the box communication to the opening user is excellent as well.”

Aaron Lael | Telecommunications Specialist | Department of Technology Services


TOPdesk focuses on service management across multiple departments, including IT. The tool integrates with other software packages, making it a flexible solution for IT teams. While the software works primarily as a helpdesk, users note that TOPdesk works in a variety of work settings needing to maintain and retrieve records. According to user reviews, one of the best aspects of the software is the well-designed user interface

“TOPdesk is well suited for the medium-sized enterprise that wants to have a customizable solution for their service management. It is fairly scalable and intuitive to use.”

Jeff Walters | Senior Director – IT Support Services | Kroenke Sports & Entertainment

BMC Remedy

The IT Service Management Suite is a bundle of ITSM tools designed to integrate directly with other BMC offerings. The suite includes three different service desk options, as well as digital service management at the enterprise level. Users highlight the software suite’s flexibility and out-of-the-box support for the ITIL guidance framework

Best aligned ITIL process – we were able to align our own process without much customization. Tight integration with all modules reduces the data redundancy and duplicate work.

Fairooz Habeeb | Manager Enterprise Solutions | CyberSoft

JIRA Service Desk

JIRA Service Desk focuses in on the three biggest areas of an IT department: service requests, incident reporting, and change management. The ITSM software integrates with other JIRA software, linking development and IT teams. The service desk function offers both customization and automation. Users note that the software is easy to set up and start using from both ends.

“Our intake team would not be able to survive without JIRA Service Desk. We direct all employees to the platform with any technical issue they have, and it keeps all of the requests organized and streamlined.”

Jestin Sebastian | Software Engineer | Maximizer e-Services

Cherwell Service Management

Cherwell Service Management is a highly configurable IT service management tool focused on automating and modernizing support processes. The software integrates with hundreds of other applications, supports the ITIL framework, and features IT service desk capabilities at its core. User reviews highlight the automated workflow and flexible reporting options and dashboards as particular strengths.

“Automated workflows are done very well. There is a broad and configurable set of automations available, which allow for effective incident routing.”

Keene Marin | Section Chief, Systems Management | Department of Natural Resources


Autotask is different to many of the other products in this category, in that service management is a single capability among many. The platform delivers many critical business functions, including expense management, service desk, project management, CRM, and time & billing. It is designed for technology solution providers with multiple clients. Reviewers highlight the advantage of having many different capabilities available on the same platform making it easy to manage client service delivery.

“The nice part is everything is in one platform rather than multiple which makes life much easier. The interface was also super easy to learn which made it easy to train new people.”

Michaela Good | Project Manager | iSynergy


The Samanage Service Desk product includes incident management, service catalog, asset management, service portal and other features. The product also tracks software and hardware inventory, as well as IT contracts and licenses, creating a knowledge base for IT teams. Users highlight the robust asset tracking and the user-friendly service desk functions as particularly robust capabilities. Reviewers also note the fact that the software is cloud-based making it easy to get started and easy to manage.

“Samanage gives you the best of both worlds. You can inventory your computers with an agent, getting all sorts of additional great detail, but still makes it easy to manage inventory of other assets.”

Ryan Lemaster | VP of Information Technology | Billingsley Company

In addition to overall top rated awards, we also recognize tools that are top rated in a specific market segment. Company size is one way to help buyers identify the right solutions for their use case. To qualify for these lists, at least 15% of the product’s reviews and ratings must come from that market segment.

Top Rated by Enterprises

Top Rated by Mid-Size Companies

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

Top Rated Criteria

Products included in the 2018 Top Rated IT Service Management Software list must have been in the top tier of their category TrustMap on Jan. 26, 2018, to earn a Top Rated badge. To qualify for the IT Service Management Software TrustMap, products must have 20 reviews and ratings on TrustRadius. Every reviewer is verified and every review is vetted before publication. Products are plotted on the map 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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