Top 14 ITSM Platforms used by MSPs in the USA: A Comprehensive Guide

Looking for the top ITSM tools used by MSPs in the USA? Check out our comprehensive guide to the 14 most popular solutions.

IT service management (ITSM) refers to the policies and procedures that organizations use to design, provide, and maintain IT services with an emphasis on end-users. In other words, ITSM involves the implementation, management, and provision of IT services, with the aim of enhancing customer service in line with business objectives. ITSM is commonly associated with service desks but applies more broadly to entire IT organizations, providing structure in a constantly evolving environment. Companies implementing ITSM use frameworks to guide IT actions, and we'll examine the best ITSM platforms used by the best managed IT Service Providers in USA frameworks in detail below.

Zendesk Support Suite

Providing support through multiple channels can be complex, but Zendesk's Support Suite simplifies the process. It enables natural conversations with customers across various channels, including email, chat, voice, and social messaging apps. The Support Suite offers a unified workspace for agents to interact with customers and maintain contextual information, facilitating a faster and more personalized experience. Zendesk, a service-first CRM company, builds software for support, sales, and customer engagement. Its solutions are suitable for businesses of all sizes and industries, and it serves over 160,000 customers worldwide in more than 30 languages from its San Francisco headquarters and global offices.

  • User Types: Customer Success Manager; Customer Service Manager

  • Industries: Computer Software; Information Technology and Services

  • Market Share: 45% Mid-Market; 43% Small-Business

  • Price: $19/agent/month/billed annually (entry-level)

ServiceNow IT Service Management

ServiceNow ITSM is a Gartner Magic Quadrant leader for 8 years, providing a centralized management system for IT processes. The platform offers AI- and ML-powered features such as automated data classification and incident resolution recommendations. ServiceNow ITSM streamlines IT staff management, provides a holistic view of IT service performance, and offers automation features for cost management, asset management, service level management, and employee lifecycle events. Other features include automation of workflows related to request management, mobile features for on-the-go IT service agents, and risk visualization in change management. Ultimately, ServiceNow ITSM helps optimize IT service delivery, minimize risks, and enhance the productivity of IT service agents.

  • User Types: Consultant; IT Manager

  • Industries: Information Technology and Services; Computer Software

  • Market Share: 75% Enterprise; 21% Mid-Market

  • Price: Custom/flexible

FreshService ITSM

Freshservice is a cloud-based IT service management (ITSM) and service desk solution that has over 40,000 customers worldwide, ranging from SMB to enterprise organizations. Freshservice utilizes ITIL best practices to aid IT organizations in providing exceptional service delivery and customer satisfaction. Customers choose Freshservice based on its ease of use, quick setup, customer service, and affordability. The platform is highly customizable and can be integrated easily with other IT and business systems. Freshservice also offers native integrations with popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar. As part of the Freshworks product family, which includes Freshdesk and Freshsales, Freshservice is trusted by over 150,000 businesses globally, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

  • User Types: IT Manager; IT Support Specialist

  • Industries: Information Technology and Services; Education Management

  • Market Share: 60% Mid-Market; 20% Small-Business

  • Price: $19/agent/month (entry-level)

SolarWinds Service Desk

Formerly known as the Samanage Service Platform, is a cloud-based IT asset management and service desk solution that has won multiple awards. It is widely regarded as one of the best IT service management platforms globally, with numerous positive reviews on multiple directories. SolarWinds Service Desk is designed based on ITSM best practices, featuring automation, artificial intelligence, and machine learning, which helps simplify IT support services and boost employee self-service. This fully integrated solution provides an affordable, user-friendly ITSM solution that can scale as the organization's technology infrastructure and business needs grow.

  • User Types: IT Manager; Systems Administrator

  • Industries: Information Technology and Services; Hospital & Health Care

  • Market Share: 68% Mid-Market; 24% Enterprise

  • Price: $19/month (entry-level)

ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk software that comes in three editions and is available in 29 languages. It has advanced ITSM functionality and features incident, problem, change, and asset management, IT project management, a self-service portal, a service catalog, CMDB, and reports. It is fully integrated and easy to set up and is trusted by over 100,000 organizations and 750,000 technicians across 185 countries to optimize IT service desk performance. The Standard Edition is free forever for up to 5 technicians. It also has rich automation and is ITIL-ready.

  • User Types: System Administrator; IT Manager

  • Industries: Information Technology and Services; Hospital & Health Care

  • Market Share: 60% Mid-Market; 30% Enterprise

  • Price: $1195/technician/year (entry-level)

Cherwell Service Management

Cherwell Software was founded with the goal of creating a technology that could help customers achieve their goals faster and more effectively. Their intuitive software platform automates service experiences across the enterprise, and their ITSM solution, Cherwell Service Management, makes it easy for IT departments to automate tasks, improve response times, and save valuable time. Cherwell Service Management is built on its unique, codeless Cherwell Service Platform, which allows for the rapid deployment of new features, upgrades, and connections with third-party services. Cherwell's ITSM solution has become an essential tool for enhancing service activities across organizations, extending beyond IT into other areas such as HR, Facilities, Information Security, and Project Management. Cherwell wants to empower your organization to make workflow as well.

  • User Types: HR Representative; Project Manager

  • Industries: Information Technology and Services; Higher Education

  • Market Share: 69% Enterprise; 22% Mid-Market

  • Price: $189/month/feature (entry-level)


Squadcast is an all-in-one platform that integrates on-call alerting and incident management with Site Reliability Engineering workflows, automating tasks effectively. Its focus is on being the most user-friendly incident management platform and helping engineers with on-call scheduling and incident response in the SRE way. By making alerting and on-call management more intuitive and automating SRE workflows, it aims to improve incident resolution metrics and system reliability. The platform's approach to long-term reliability has been well-received by DevOps/SRE/IT teams worldwide.

  • User Types: Senior Software Engineer; Software Engineer

  • Industries: Information Technology and Services; Computer Software

  • Market Share: 46% Mid-Market; 46% Small-Business

  • Price: Free (entry-level)

TeamDynamix IT Service Management

TeamDynamix is a cloud-based platform that combines IT Service Management (ITSM) and Project Portfolio Management (PPM). It's a no-code solution that can be easily configured to meet your needs and methodology, whether you're new to ITIL or already using it. With a full-service white glove implementation team, it offers a cost-effective way to quickly set up key features such as a self-service portal, knowledge base, IT asset management, change management, and automation. The platform's no-code approach allows for low admin overhead and easy configuration of forms, fields, workflows, and automation without the need for technical resources. Additionally, it allows for the easy creation of new applications for other groups such as HR, Marketing, and Facilities.

  • User Types: HR and Sales Representatives; Marketers; Project Managers

  • Industries: Higher Education; Education Management

  • Market Share: 48% Enterprise; 41% Mid-Market

  • Price: Custom/flexible


Vivantio, established in 2003, offers advanced software and solutions to assist service teams in enhancing customer service. Its cloud-based platform merges enterprise-level software and flexible modern technology to provide a comprehensive, flexible, and scalable service management system, resulting in superior service excellence for businesses. Vivantio's platform can scale to address the intricate business requirements of large, multi-site organizations by streamlining workflows across various departments such as IT, operations, and customer service. It offers cost-effective and flexible licensing options and is a reliable partner for customers.

  • User Types: IT Managers

  • Industries: Information Technology and Services; Telecommunications

  • Market Share: 70% Mid-Market; 15% Small-Business

  • Price: $42/user/month

CA Service Desk Manager

Clarity SM, formerly known as CA Service Management, believes that providing quality service and achieving service management maturity does not have to come at a high cost or complex user experience. It offers a modern, social media-based interface to facilitate collaboration, issue resolution, service requests, and IT asset management, all while ensuring business continuity. Its award-winning xFlow interface provides analysts with the tools and context to collaborate effectively, while decision-makers benefit from business value reporting and insights into service consumption and cost. Clarity SM is designed with the end-user in mind and is built for delivering exceptional service.

  • User Types: CRM Manager; Service Manager

  • Industries: Information Technology and Services

  • Market Share: 105% Enterprise; 35% Mid-Market

  • Price: Custom/flexible

Micro Focus Service Management Automation X (SMAX)

This solution enhances service management with personalized, machine-learning-powered experiences for employees that exceed expectations. It offers a unified self-service portal for IT and non-IT processes, natural language search, social collaboration, and virtual agents. Automation is integrated throughout to reduce costs and improve IT efficiency. Clients can configure the solution without any code, and upgrades will not affect their configurations. Additionally, the solution provides agile, informed change management with a comprehensive view of hardware, software, and services in the environment, proactive risk assessment, and predictive analytics.

  • User Types: CRM Manager; Service Manager

  • Industries: Information Technology and Services; Insurance

  • Market Share: 60% Enterprise; 24% Mid-Market

  • Price: Custom/flexible

Alloy Navigator

Alloy Navigator is a comprehensive IT service and asset management solution that allows businesses to manage their IT operations effectively. It provides an integrated help desk, network inventory, and knowledge base capabilities along with ITIL standards for change and configuration management. Alloy Navigator creates relationships automatically between data and provides an all-inclusive view of IT infrastructure components. The solution's service desk manages incidents, changes, work orders, assets, and tickets within a single interface, while workflow management tools enable custom IT processes that cater to specific business needs. Additionally, end-users have access to an online web portal, a self-service portal, and technicians to a mobile portal. Alloy Navigator can one-click audit the network, conduct a physical inventory with a barcode scanner, and ensure software licensing compliance. The solution also provides interactive dashboards, scheduled reporting, and real-time views for timely analysis.

User Types: Managers; CRM Representatives

  • Industries: Government; Healthcare; Education

  • Market Share: 74% Mid-Market; 16% Small-Business

  • Price: $19/technician/month

IBM Control Desk

IBM Control Desk is a solution that unifies IT service and asset management, resulting in improved KPIs such as asset utilization and service delivery. It promotes Enterprise Service Management (ESM) which applies IT practices to improve the performance and efficiency of enterprise LOB services. Control Desk helps businesses deliver ESM by managing physical and digital worlds with a unified ESM capability. It includes a Service Catalog and Enterprise App Store, enabling users to select available services and deploy approved software. Process automation, integrated knowledge, and problem management help IT practitioners to improve first-call resolution, reduce outages, and lower business risk through advanced impact analysis and automated change procedures.

  • User Types: System Administrator; IT Manager

  • Industries: Information Technology and Services; Healthcare

  • Market Share: 60% Enterprise; 40% Small-Business

  • Price: Free (entry-level)


In essence, Onspring is an acclaimed cloud-based process automation platform that provides flexible, no-code software to facilitate real-time reporting and intuitive business automation. This platform supports various business operations, such as risk, compliance, audit, governance, and vendor management, aligned with the enterprise's goals. Onspring focuses on simplifying workflows, increasing process transparency, and eliminating manual, repetitive tasks. Its objective is to empower people-powered automation, helping organizations improve their management systems, including GRC and IT, by harnessing technology. Onspring customizes enterprise software solutions to meet the specific needs of each team and enhance daily work life.

  • User Types: IT Service Manager; Auditors

  • Industries: Insurance; Financial Services

  • Market Share: 47% Enterprise; 35% Mid-Market

  • Price: Custom/flexible

Final Thoughts

In order to make the most of your chosen ITSM, it is essential to customize it according to the specific needs of your business. It is also beneficial if the ITSM provider offers consulting, configuration, and customization services, as well as integration with other systems. While there may be some differences in features such as benchmarking, risk detection, reports, and asset management, the ITSM solutions mentioned, such as Freshservice, SolarWinds, ServiceNow, and Zendesk, offer similar capabilities and are among the top picks. ManageEngine is an example of an ITSM provider with cost-effective pricing plans, and both Freshservice and SolarWinds Service Desk offers affordable plans as well.

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