Best IT management tools
We feature the best IT management tools, to help make the process of managing IT systems simpler and easier, from customer support to diagnostics
The best IT management tools make managing IT systems simpler and easier, from customer support to diagnostics. Running an organisation involves keeping track of a wide variety of assets, both hardware and software.
For a long time, this was handled by maintaining manual logs on a spreadsheet. Now, it’s done using dedicated software managed by IT departments.
IT management software is responsible for organising, tracking, and managing data so that you can have easy access to your entire company's assets from a single computer. It can help you manage all of these, as well as oversee multiple projects, and ensure customer satisfaction—all via a single interface.
However, picking the right tool for the job from so many available is essential. You'll need software that’s simple and user-friendly, with enough room for future growth. Below, we've compiled a list of the best IT management tools available right now, hand-picked by experts to help you make the right call.
The best IT management tools available
1. Agiloft Service Desk
| Pros | Cons |
|---|---|
Highly customisable | |
ITIL-compliant | |
Lots of templates for business reports | |
Works well with various other tools and software |
Agiloft Service Desk is a helpdesk solution that prides itself on fluidity. It is ITIL and ITSM compliant and designed specifically for IT Departments. While the initial setup does require you to invest a lot of time, the work quickly pays off as the software is flexible enough to work for businesses of any scale.
Some knowledge of HTML is helpful when using Agiloft, although you don’t have to be a web design expert to configure it. The software is highly customisable, and everything from the dashboards to the user interface can be edited and transformed to suit the needs of the hour.
Agiloft is free for up to five users, with certain limitations. Beyond that, it offers three tiered plans known as Professional, Professional Unlimited, and Enterprise, priced on a monthly basis.
2. Freshservice
| Pros | Cons |
|---|---|
21-day free trial | |
The first-time setup is a breeze | |
Powerful search functionality | |
Lots of resources and how-to guides |
Owned and operated by Freshworks, a software company that designs products geared towards small and medium-sized businesses, Freshservice is a customer support tool that also doubles as asset management software. It’s the so-called big brother of Freshdesk, the company’s original customer support software offering.
Freshdesk is geared towards smaller businesses and focuses mainly on external customer service. Freshservice, on the other hand, is a broader offering that works as a full-fledged tech support tool for internal use at medium to large businesses.
At its core, it employs a ticket-based support system that allows your employees to flag potential issues for the tech team to handle. There are options for escalating issues and sending them higher up the chain of command. The user interface is clean but powerful.
3. Oracle Netsuite
| Pros | Cons |
|---|---|
Suitable for large businesses | |
Supports integration with numerous applications | |
Custom flowcharts simulate business processes | |
Reports are easy to understand |
Acquired by Oracle in 2016, Netsuite offers a variety of solutions designed to custom fit your business needs. When you sign up on its website, you’re asked to provide information that helps tailor the software to your requirements. However, because of the fluid nature of the software, there is no fixed pricing, and the service will need to be customised to your requirements.
Among other things, Netsuite enables you to perform tasks like accounting, inventory management, and customer service. Unlike Freshservice, Netsuite is a business management solution and the focus is not just on IT. The software can be customised to work for any department, from accounting to HR.
4. SolarWinds Service Desk
| Pros | Cons |
|---|---|
Lots of customer resources | |
Cross-department access | |
Easy to set up and navigate | |
Cloud-based system can be accessed from anywhere |
Used by over 300,000 organisations across the world, SolarWinds Service Desk is a full-range ITSM solution for medium to large businesses. It is entirely cloud-based and boasts powerful features like smart ticketing, asset management, and workflow automation.
Like Freshservice, SolarWinds is built upon a ticketing system that allows employees to submit support requests to the IT department. It also comes with an asset management functionality that helps you keep track of all your hardware and software throughout their life cycles.
Apart from incident reporting and asset management, SolarWinds Service Desk comes with highly detailed analytics to help you measure your organisation’s performance. The benchmarks dashboard is easy to use, with separate indicators for things like customer satisfaction, average response time, and so on.
5. Cherwell IT Service Management
| Pros | Cons |
|---|---|
Flexible dashboards | |
Ticket workflows can be customised for specific teams | |
Useful tracking and metrics | |
Email automation works flawlessly |
Used by over 1,700 organisations across the globe, Cherwell IT Service Management is a great combination of flexibility and ease of use and is meant to support companies of any size. The best thing, however, is that its prices start at a fraction of those of its competitors, especially higher-end software like Oracle Netsuite.
While the user interface may not be the best-looking of the bunch, it offers a lot of options to configure and customise everything according to your organisation’s needs. With Cherwell, ticketing and inventory management is a breeze, and the software is compatible with a range of other products and solutions. It is a well-rounded solution that also works well for departments beyond IT.
Ivanti is in the process of acquiring Cherwell and will enable end-to-end service and asset management.
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