DISCLAIMER: The “free ITSM software” options are recommendations designed to get you off the ground. While these programs are indeed “free” on the most basic levels or for limited times, it’s important to note that once the free trial period concludes, you will be required to pay for continued use. Additionally, if you use “Freemium” ITSM tools, you must pay for more advanced features and functionality.

Features To Look For in the Best Free ITSM Software

Information Technology Service Management (ITSM) refers to the management, planning, design, creation, and deployment of IT services throughout an organization. Further, one of ITSM‘s core focuses is continuous improvement and efficient support for a company’s off or on-premise IT support department (i.e., service desk, help desk, etc.).

Generally, the goal of IT service management tools is to maintain customer satisfaction (i.e., end users) by ensuring the best technology, IT processes, and talent is available to help a company execute its objectives. Further, ITSM help desk software can manage and prioritize many other technical business processes throughout an organization.

A few of the most common features and modules of IT service management platforms include the following but is not limited to:

IT asset management and discovery
Service catalog and knowledge base data storage
Custom service level agreements (SLAs) and Multi-state approvals
Ticket management
Patch management
Configuration management system
Problem management
Incident management
Change management
Project management
Self-service IT service desk functionality
IT knowledge management, including the creation and management of ITSM and ITIL processes workflows
Reporting (i.e., analytics, BI, and metrics)
Automated workflows and DevOps integrations
Cloud-based support (Multi-cloud)
Integrations with third-party apps (i.e., CRM, accounting software, etc.)
Service portals and service request fulfillment
Continual service improvement (CSI) for improved service delivery and user experience

An IT operation or IT support team equipped with well-functioning ITSM software can provide impeccable service delivery and customer support in real-time to endpoint users.

Advantages of Free ITSM Tools

The best free ITSM tools have robust offerings and functionality. Generally, a few of the most notable benefits of the best free ITSM software (for IT operations, IT helpdesk, and business) include:

Low-cost IT management solution
No long-term commitment
Enhanced performance from the IT support team
Reduced incident lifecycles
A greater understanding of IT services
Increased value, efficiency, and productivity
A deeper understanding of business needs and how IT service delivery affects the bottom line

While there are many advantages to using the best free ITSM tools, it’s essential to note there are a few potential drawbacks as well. Continue reading to learn the disadvantages of free IT service management software.

Disadvantages of Free ITSM Solutions

Before adopting a free IT service management tool for your organization, it’s essential to consider the possible drawbacks. A few of the most notable disadvantages of the best free ITSM services include:

Lack of support (especially for free open source ITSM helpdesk software)
Unsecured customer data and IT knowledgebase data
Lack of customization
Difficult, if not impossible, to scale up
Limited advanced features and functionality
Limited third-party and mobile integrations (i.e., Android, iOS, etc. apps)

Frequently Asked Questions (FAQs) About Free IT Service Management Software

The ITSM industry is constantly growing and evolving. With that in mind, when searching for the best free ITSM management software, questions will likely come up. We’ve got you covered. Listed below are answers to a few of the most frequently asked questions about free ITSM tools.

What is the Best IT Service Management Software?

The best ITSM software for your business depends on several factors, including industry, company size, the scope of IT asset management required, IT team size, budget, and more. Generally, a few ITSM and ITIL tools regarded as “the best” include but are not limited to the following:

Freshservice
SysAid
Jira Service Management
Cherwell Service Management
ManageEngine ServiceDesk Plus
TOPdesk
ClickUp
And many others

Most of the ITSM solutions mentioned above offer free trials, so you can try the ITSM tool that interest you most without paying anything. You don’t have to pay anything if you decide it’s not a good fit for your IT support team or organizational goals before the free trial concludes.

How Many ITSM Tools Are There?

There are three types of ITSM tools – Enterprise ITSM software, Scalable ITSM tools, and Security ITSM solutions. There are countless on-premise and cloud-based programs in each category. From Salesforce to NinjaOne to Jira to Freshservice, there are plenty of ITSM services on the market.

What is an Example of ITSM?

The best free ITSM software can serve a variety of functions. A few examples of IT service management software in action include:

Automated off-hours password resets
Automatic resolution of repeated errors via the IT self-service portal
Help desk ticked storage and management
Intelligent autoresponders
Tracking positive and negative outcomes to solutions

What is ITSM Ticketing Tool?

An ITSM ticketing tool tracks interactions between the IT support team and its customers (internal and external). The automated ticket records IT incidents (what, where, who, how, etc.), resolutions, bottlenecks, and repeat problems.

Does Microsoft Have ITSM?

Yes, Microsoft does offer an ITSM solution. Microsoft Managed Desktop allows your business to maintain ITIL compliance via IT service design, transition, and operation. If you’re unsure if Microsoft ITSM is suitable for your organization, browse our list of recommended free IT service management tools at the top of this page.

IT Service Management (ITSM)