Top 31 ITIL Software

TOP 31 ITIL Software

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1. monday.com

  • Best for: Small, medium and large size businesses
  • Price: starts at $8 per seat/month
  • Mar 12, 2022
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monday.com is both a cloud-based as well as an on-premise software solution that was developed mainly to assist in project and team management. The software fosters team collaboration as it connects and allows team members to work together on any project.


2. SolarWinds

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $19 per technician/month
  • Mar 23, 2022
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SolarWinds Help-desk is cloud-based help-desk and customer service solution designed for businesses of any size. The solution features include change management, IT asset management and incident management and more.


3. JIRA Service Desk

  • Best for: Small, medium and large size businesses
  • Price: starts at $7.50 per user/month
  • Jun 22, 2022
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JIRA Service Desk is a helpdesk software developed by Atlassian Cloud. JIRA Service Desk is mainly utilized by its users as the main issue tracking tool. This software is also a major component in the management of software bugs. This software allows IT staffs to work efficiently in handling custome...


4. CMDBuild

  • Best for: Medium and large size businesses
  • Price: Has a free version
  • Apr 23, 2022
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CMDBuild is a growing cloud-based Asset management software, it is designed to support medium and large size business. CMDBuild received a rating of 4.1 from ITQlick team. The software cost is considered average (3/5) when compared to other solutions in their category.


5. Enterprise Service Desk

  • Best for: Small, medium and large size businesses
  • Price: starts at $10 per technician/month
  • May 22, 2022
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ServiceDesk Enterprise edition was first developed by Manage Engine. It features an easy-to-use, intuitive and comprehensive IT helpdesk software. This program is designed to be used by the IT support teams in a business in order to formulate, advance and enhance the services. The enterprise edition...


6. ITRP

  • Best for: Medium and large size businesses
  • Price: starts at $29.99 per month
  • Feb 06, 2022
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ITRP is a help desk and customers support service solution for small and medium businesses. It also offers faster information access and efficient administrative capabilities. The software was designed and launched by ITRP Institute headquartered in California, United States.


7. Richmond ServiceDesk

  • Best for: Small, medium and large size businesses
  • Price: starts at $35 per agent/month
  • Jun 08, 2022
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Richmond Service Desk by Richmond Systems is developed to help users achieve greater customer experience. This software is fully customizable and comes with the top-of-the-line .Net technologies. With this tool, users will have easy time viewing assets, rating incidents, viewing the closed requests ...


8. Faveo HELPDESK

  • Best for: Small businesses and start ups
  • Price: starts at $691 per license
  • Jun 20, 2022
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Faveo Helpdesk is an open-source web-based help desk software that assists agents in utilizing a search feature for tools and content and creating URLs visible on search engines.


9. HelpStar ITIL Help Desk Software

  • Best for: Small, medium and large size businesses
  • Price: starts at $49 per user/month
  • Jul 15, 2022
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HelpSTAR ServicePRO is a professional service desk software that can help users to manage tickets and workflows. This software can help users to optimize their operational efficiency and is completely web-based. Users can get complete control over services challenges using this software. HelpSTAR...


10. ServiceWise

  • Best for: Small, medium and large size businesses
  • Price: starts at $20 per month
  • Aug 02, 2022
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ServiceWise is a help desk management solution for businesses of all sizes. Its capabilities include customer survey, email integration, ITIL compliance, and others. The software was designed and launched by TechExcel headquartered in California, United States.


11. SherpaDesk

  • Best for: SMBs
  • Price: starts at $39 per agent/month
  • Aug 06, 2022
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SherpaDesk is a cloud-based customer relationship management which is designed to work in businesses of all sizes starting from small-sized companies, medium-sized companies, and large enterprises.


12. NetHelpDesk

  • Best for: Small, medium and large size businesses
  • Price: starts at $59 per month
  • May 29, 2022
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Nethelpdesk, now HaloITSM, is an ITSM software designed to enable teams to deliver consistent services to employees and match business needs to IT delivery.


13. ManageEngine ServiceDesk Plus

  • Best for: Small, medium and large size businesses
  • Price: starts at $495 per user/year
  • Mar 18, 2022
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ManageEngine ServiceDesk Plus is a growing cloud-based Asset management software, it is designed to support small, medium and large size business. ManageEngine ServiceDesk Plus received a rating of 4.3 from ITQlick team. The software cost is considered average (3/5) when compared to other solutions...


14. SMART Service Desk

  • Best for: Small, medium and large size businesses
  • Price:
  • Jun 04, 2022
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As a Help Desk Solution, SMART Service Desk is based on best-practice incident and case management processes. It can be deployed as a cloud-based or an on-premise help desk software. It can be used for any size of business including government, financial, retail, oil and gas, manufacturing, pharmace...


15. NABD

  • Best for: Small, medium and large size businesses
  • Price: starts at $30 per user/month
  • Apr 29, 2022
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NABD is a cloud-based customer service support system that can help users to manage their customers efficiently. The software can be used for managing customer service of all channels including IVR, call center, self-service portal, email, internet, SMS and face-to-face. Premitek, the company be...


16. XSellco Fusion

  • Best for: Small, medium and large size businesses
  • Price: starts at $65 per month
  • May 24, 2022
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XSellco Fusion is a web-based helpdesk management system centralizing the inquiries for the users’ webstore and other eCommerce websites like Amazon, Newegg, eBay among others plus social media sites. Customization and access are done using easy-to-use and intuitive interface. This software provides...


17. SysAid

  • Best for: Small, medium and large size businesses
  • Price: starts at $1,211 per year
  • Feb 04, 2022
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SysAid software is a cloud-hosted service desk, help desk and IT Service Management solution that targets businesses of any size, whether small or large. The software solution integrates all the vital IT tools into a single product to enhance efficiency and productivity.


18. UseResponse

  • Best for: Small, medium and large size businesses
  • Price: starts at $1,490 per year
  • Feb 04, 2022
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UseResponse is a growing cloud-based Help Desk software, it is designed to support small, medium and large size business. UseResponse received a rating of 4.7 from ITQlick team. The software cost is considered affordable (2/5) when compared to alternative solutions.


19. PhaseWare Tracker

  • Best for: SMBs
  • Price: starts at $49 per user/month
  • Feb 12, 2022
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PhaseWare Tracker is a powerful customer support management application. Its features include issue tracking & ticket management, time tracking, complaint management, as well as Service Level Agreement (SLA) compliance and knowledge management. Founded in 2005, PhaseWare the company behind the Tr...


20. ADOit Enterprise Architecture

  • Best for: Medium and large size businesses
  • Price:
  • Feb 14, 2022
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ADOit Enterprise Architecture is a leading cloud-based ALM: Application Life-cycle Management software, it is designed to support medium and large size business. ADOit Enterprise Architecture received a rating of 4.3 from ITQlick team. The software cost is considered average (3/5) when compared to ...


21. IncidentMonitor

  • Best for: SMBs
  • Price: starts at $36 per feature/month
  • Feb 21, 2022
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IncidentMonitor is both cloud-based as well as an on-premise help desk that is designed to help businesses communicate with their customers in case of any incidence that requires the attention of the business. The product can be customized to meet the needs of the users depending on the business mod...


22. Helprace

  • Best for: SMBs
  • Price: starts at $9 per agent/month
  • Feb 19, 2022
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Helprace is a growing cloud-based CRM software, it is designed to support small and medium size business. Helprace received a rating of 4.7 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


23. SolarWinds Web Help Desk

  • Best for: Small, medium and large size businesses
  • Price: starts at $376 per license
  • Mar 02, 2022
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SolarWinds Web Help Desk software is web-based ticketing & IT asset management solution built to help organizations streamline processes and be more efficient. Web Help Desk Software offers ticketing management, change management, and asset management solutions.


24. Cherwell Service Management

  • Best for: Small, medium and large size businesses
  • Price: starts at $189 per month
  • Feb 26, 2022
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Cherwell Service Management is a cloud-based IT asset & service management, HR Service, project, facilities and security solution designed to offer teams in organizations the ability to automate, implement, and upgrade service as well as support processes.


25. MetaCaseDesk

  • Best for: Small, medium and large size businesses
  • Price:
  • Mar 22, 2022
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MetaCaseDesk is a growing cloud-based Help Desk software, it is designed to support small, medium and large size business. MetaCaseDesk received a rating of 2.5 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


26. Livehelpnow

  • Best for: Small, medium and large size businesses
  • Price: starts at $21 per month
  • Mar 08, 2022
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LiveHelpNow is a help desk software designed to help website owners personalize their customer support. The help desk solution can help users to connect with their customers directly like they do in a traditional retail store. LiveHelpNow was founded back in 2003 and is headquartered in ...


27. TeamHeadquarters Help Desk

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $20 per user/month
  • May 16, 2022
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TeamHeadquarters Help Desk software is a management and support software solution for your business. The software was designed by Entry Software Corporation headquartered in Ontario, Canada. The software provides service desk, project management, resource management, and scheduling services for all ...


28. IT Service Mangement by ICCM

  • Best for: Small, medium and large size businesses
  • Price:
  • Nov 07, 2019
Compare IT Service Mangement by ICCM Vs. monday.com

IT Service Mangement by ICCM is a growing cloud-based Help Desk software, it is designed to support small, medium and large size business. IT Service Mangement by ICCM received a rating of 3.5 from ITQlick team. The software cost is considered average (3.3/5) when compared to other solutions in the...


29. Atrium Orchestrator

  • Best for: Small, medium and large size businesses
  • Price: starts at $307 per license
  • Jun 07, 2022
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Atrium Orchestrator is a leading cloud-based IT Management software, it is designed to support small, medium and large size business. Atrium Orchestrator received a rating of 3.9 from ITQlick team. The software cost is considered average (3.4/5) when compared to other solutions in their category.


30. Ayehu eyeShare v4-1

  • Best for: Small, medium and large size businesses
  • Price:
  • Nov 12, 2019
Compare Ayehu eyeShare v4-1 Vs. monday.com

Ayehu eyeShare v4-1 is a growing cloud-based IT Management software, it is designed to support small, medium and large size business. Ayehu eyeShare v4-1 received a rating of 4.2 from ITQlick team. The software cost is considered average (3/5) when compared to other solutions in their category.


31. PSSoft

  • Best for: Medium and large size businesses
  • Price: starts at $326 per license
  • Sep 20, 2019
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PSSoft is a growing cloud-based IT Management software, it is designed to support medium and large size business. PSSoft received a rating of 4.9 from ITQlick team. The software cost is considered average (3.4/5) when compared to other solutions in their category.



A Buyer's Guide to Business Software Solutions

How to Evaluate and Buy Business Software
 
If you’re somehow puzzled if this article is only for a specific size of business, no, it’s not. This is for you SMEs, MNEs and start-ups software buyers. Also, we’re not talking about a specific software solution here. Whether the software solution that you’re planning to buy is for Accounting, Business Intelligence, ERP, CRM, Help Desk, Maintenance Management or other types of application, one thing is for sure; with the help of this article, you will be able to know the right process in evaluating and buying a business software solution.
 
We’ve been into the software business for years and we’re seeing a lot of nitty-gritty things that often bring confusions and hesitations to many companies looking for better software solutions. Some companies can’t afford to let go their legacy systems while a few is encountering technological snags once the new system is in place. While this is the underlying truth behind software acquisition and implementation, what’s exciting about buying a business software solution is that there is a clear and obvious proof that thousands of companies and corporations today are happy with the benefits this technology is bringing into their respective businesses.  There is a significant increase in their revenue and the growth is on-going. And it’s easy to say; many from the Fortune 500 companies are making a lot of money because of their smartly-acquired business software.
 
So, let’s get straight to the point. What should you do in order to acquire that business software that could make your organization achieve its goals? The answer to this is pretty straightforward: evaluate and buy that right business software. Yes, that’s what you need to do and here’s the best manual from ITQlick.com that could certainly help you in doing that strategically.
 
Consider the Needs of Your Organization
Let’s assume that at this point, the entire management team agreed that you are ready to invest on a certain software application. The budget has been compromised and the key persons who will be involved in the acquisition process were already identified. Therefore, it’s time to approach things the project management way.
 
Define the Project
Every business software solution is categorized base on application type, features, deployment model, market size and pricing model. Remember that our objective here is to evaluate and buy a business software product that will fit into the size and present needs of your business. So what the project management team should try to deal with first is to define the real requirements of your business exactly base on the categories set by the software industry. Moreover, by doing this activity, you are already narrowing down your search for the right solution. Now, consider bringing this list of FAQs to the project management and aim to come up with clear-cut answers.
 
  1. What type of software is needed? Is it Integrated-Suite, Best-of-Breed or Industry-Specific? Ask your CEO’s main agenda and find the perfect match from these available options.
  2. What are the core and secondary features? Are you looking for basic, advanced or hi-end features? List down the specific features per category and allow the department managers and supervisors to give their insights on this list.
  3. How are you going to deploy the system? Would it be on-premise, cloud-based, hosted, or mobile-based? Weigh these options with the help of your CIO.
  4. Are you going for Tier 1, Tier 2 or Tier 3 vendors? Their offered solutions are base on the size of their target market - SMEs, MNEs or start-ups. Seek your CFO’s advice as it is important to match your financial capacity against the cost of the solution that the providers have for you.
  5. Are you willing to pay for the perpetuity software license or a subscription-based solution is way better? How many users are there and what would be their roles in using the system? Solicit feedbacks from future end users for they know better what challenges and risks might possibly come along their way when they’re using the system.
 
Finalize the BOM or List of Requirements
After providing definite answers on the above questions, we can say that the project has already been defined. Your procurement team is now ready to do their role in the acquisition process of this solution. However, in order for them to execute their job properly, they must have the complete list of requirements - features, specifications, hardware, and the software product. In other words, the Bill-of-Materials (BOM) that is final, complete and well-prepared must be handed over to the procurement director. Needless to say, it is very important that everybody is following the company purchasing and procurement protocols at all times.  
 
Request for Proposal (RFP)
The RFP process will bring everything into formality. Since you’re more likely in a line of business that doesn’t regularly buy software products, it is of critical importance that your RFP is well-structured before you send it to your prospect solution providers.
 
Draft the RFP
An RFP that contains all the relevant information as discussed during the project management meetings will enable the providers to return back to you their proposal that is complete and substantial. Therefore, your RFP should basically contain the following:
 
Brief Introduction
  • Company Name
  • Mission and Goals
  • Purpose of the RFP (or the need for software solution)
Business Background
  • Organizational Structure
  • Current Situation (IT infrastructure, system currently in-use, system issues and desired solutions, etc.)
  • Major Objectives of the Software Purchase
Request for Specific Requirements
  • Solution Functionality
  • System Specifications
  • Vendor Company Information
  • Price Model, Service Plans, Package Options
Other Important Inquiries (if necessary)
 
Send the RFP
Well-structured RFP will bring a lot of advantages especially when the proposals from various providers are received and then subjected for review and analysis. Send your RFP to at least three to five providers (or prospects which you have already shortlisted during the project definition phase). Depending on the complexity of the solution, most vendors will send their proposal in a matter of time, which could be around 4 to 6 weeks for Integrated-Suite solution.
 
Why still send RFP?
Is there really a need for RFP if your preferred solution (like cloud-based) and the service plans or packages are already displayed on the vendor’s website? Well, yes, you still need to undergo the RFP process. For most sales people, they certainly know that those figures appearing in the vendor’s website are usually the “list price” and not the “actual price”. More importantly, the vendor’s proposal (response to RFP) will serve as your main basis for the negotiation. Therefore, sending an RFP is a strict requirement.
 
Follow up questions relevant to RFP
More often than not, questions and concerns will be raised by the vendors to whom you send the RFP. You have to entertain them with utmost professionalism. Solution providers who are seeking further clarifications relevant to the RFP are consisting of professional software experts who wants to help your organization as much as they can. Entertain them but at the same time, always be cautious when providing additional information which you know is confidential or proprietary.
 
Evaluate the Proposals
Always refer to your finalized BOM when tabulating the contents of each proposal. Part of this process is to check the features that are available from this certain vendor and to cross out those that are not. While using spreadsheet aids the tabulation process, laying down the document proposals on the table and allowing your project management team to review them one by one should always be conducted. Evaluating the proposals in full force can help strengthen your decision-making process. Have another round of brain-storming session and come with the name of your preferred solution provider.
 
When selecting the final vendor, always promote the best interest of your organization. Consider answering these questions with full sincerity.
 
  1. Which vendor can provide the long-term benefits to your organization?
  2. Which vendor can provide the best and honest service from acquisition to full implementation?
  3. Which vendor is willing to devote most of its time in better serving its client?
 
Contact this solution provider and in your own strategic approach, try to get the answers to those three important questions above. In most cases, vendor who really wants to prove its craft will offer product demos on a higher level. Others will even invite you to check their already deployed and working systems. Feel free to connect with this type of vendor. Conduct simulation and testing, be it a cloud-based or on-premise solution. Examine all aspects and angles especially those that your project management team want to really know in-depth. For as long as it could help you arrive at a better decision, consider doing all the options available – for the interest of the organization.
 
Enter the Negotiation Process
Most solutions providers can be flexible in terms of pricing. Although the final say is oftentimes on the mouth of the sales person from the vendor’s side, a good negotiation process can always deliver a win-win situation to both parties involve. While negotiation sometimes cannot be settled in one sitting session, always be honest with your intentions whenever negotiating with your provider. If it’s about your budget, justify it with clarity. If it’s about their service plans, tell them what’s lacking or missing on their solution. At the end of the day, the most important event that should happen is that both of you are shaking hands because of a well done negotiation process.
 
Seal the Contract
So what are you going to do on a contract that involves a significant amount of investment? There are three project management approaches for this.
 
  1. Pass the ball to you legal team. They know what to do and more or less they will tell you if there is something wrong with the contract. Give them enough time to review before they affix their signature and then finally seal the contract.
  2. Hire a consultant base on the technical aspect that you want to clarify in the contract. If it’s the Scope of Work (SOW), a software implementation expert is the right person. If it is related to complex legal terms and conditions, a lawyer can help. If it has something to do with money, invite an accountant to conduct a thorough review and computation if necessary.
  3. Always consider consulting your project management team. Remember that the CIO, CFO and CEO are all team members. They will be the signatories and they know what’s best for the interest of the company when signing a contract agreement.
 
From evaluation to buying stage, it is important that the project manager must take full responsibility of monitoring all the works identified and distributed among team members. This is why delegating the right project manager is also an important consideration when buying a business software solution. And again, ITQlick.com wants to emphasize that whatever the size of your company is, using the project management approach will always lead you into a better outcome – that is getting what you paid for the right business software solution. 

Finding the right business software for your business
Proper business software selections are the precursor to successful deployment and business growth. Finding the right solutions doesnít have to be complicated, and it doesnít have to take days or weeks of your time.

After researching over 5,000 systems, we can identify the best solution for companies of all shapes and sizes. ITQlick.com is 100% free for software buyers.



Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.