What’s the best ITSM platform for a small business?


Find the best ITSM platform for your business.

ITSM (IT Service Management) is the bridge that connects IT professionals within an organization to end-users who need IT services. Modern IT service desk solutions enable organizations to provide a better employee experience through streamlined service management tools.

There are many different platforms to consider when choosing an ITSM platform that is right for your business. We’ve compiled a list of some of the leading software to help you find the right fit for your organization.

Some of the top ITSM Platforms in 2021 are:

SolarWinds Service Desk

SolarWinds Service Desk is a full ITIL suite for incident, problem, change, and release management. It also provides a service catalog to streamline workflows and automate repetitive service requests.

JIRA Service Management

JIRA Service Management ​​can help you to empower development, IT operations, and business teams to collaborate at high velocity. It enables organizations to respond to changes and deliver great customer and employee service experiences fast.


ServiceNow has been named a leader for the 8th year in 2021 Gartner® Magic Quadrant™. ServiceNow’s ITSM solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents’ productivity, resolve issues quickly, and improve user satisfaction.

image source – servicenow.com


Zendesk is ticketing software. The software creates a ticket for each issue in a central location, whether an employee picks up the phone or sends a text or email. On the IT team’s side, a simple user interface makes it easy for them to share information with one another and work on multiple tickets at once.


BMC Helix ITSM is an industry-leading service management platform that uses intelligent automation to transform some of the best-practice ITSM principles that you’ve come to appreciate from Remedy into the modern agile service that modern businesses need.

image source – bmc.com

Cherwell Service Management

Cherwell Service Management is a configurable, scalable, out-of-the-box (OOTB) service desk solution based on IT Service Management (ITSM) best practices and the ITIL framework. It provides codeless configuration, flexible portals, and powerful management dashboards.

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus provides visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime.

image source – freshdesk.com


Freshdesk saves time and reduces repetitive tasks. Helps agents rapidly resolve customer inquiries with workforce automation and knowledge from one, unified platform.

And in conclusion

No matter which solution you choose, you’ll be sure to find that a modern ITSM product will help your business to scale and empower your IT team to spend more time on harder and more proactive issues. If you’d like to learn more or compare the programs in more detail, be sure to check Gartner Peer Insights.

If you’d like to schedule a consultation, contact CRI Advantage now. We’ll review your needs and build a transformation plan, so you can stop the foundations of your IT organization from crumbling and instead spend more time working on proactive issues and analysis that bring continuous improvements to your business.


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