The 17 Best ITSM Software Tools for 2026 - Buyer's Guide

What are the important features to look for in ITSM software?

1. Incident Management: The software should have a robust incident management system that allows IT teams to capture, record, and resolve incidents efficiently.
2. Problem Management: Look for software that helps identify the root cause of incidents to prevent recurring problems.
3. Change Management: An important feature is the ability to manage and record changes in your IT environment, ensuring they don't disrupt services and that they're compliant with company policies.
4. Configuration Management Database (CMDB): This is a database that stores information about your IT environment, including details of all hardware, software, and associated attributes.
5. Service Catalog: A self-service portal for customers or employees to request services, report issues, and check the status of their requests.
6. Asset Management: A system for tracking and managing all your IT assets, including hardware, software, and licenses.
7. Service Level Management (SLM): Tools to define, monitor, and manage service level agreements (SLAs) with your customers.
8. Knowledge Management: An integrated knowledge base that allows customers and IT staff to easily find answers to common problems.
9. Reporting and Analytics: Detailed reporting capabilities to track metrics and KPIs, as well as the ability to create custom reports for detailed analysis.
10. Integration Capabilities: The ability to integrate with other systems and applications in your IT environment, such as monitoring tools, cloud services, and other IT management tools.