11 BEST Open Source ITSM Tools (2025)

IT Service Management, popularly known as ITSM, are designed for aligning the delivery of information technology services with the needs of the enterprise. The focus of ITSM tools is to deliver satisfactory service to end-users.

Many ITSM tools are available in the market and choosing one could be difficult as you may also come across unreliable providers. Selecting a poor service provider can lead to mismanagement of IT tools, exposure of data to threats, limited automation and more. Hence, I researched 40+ best open source ITSM tools for over 100+ hours to curated a list of top-handpicked ITSM software, including both free and paid options. I have reviwed them throrough and highlighted their popular features, pros and cons, including their latest download links. This ultimate guide is trusted and well-researched— a must-see for anyone looking to discover the best ITSM tools. Read the full article to explore these exclusive insights. Read more…

Best Open Source ITSM Tools & Software

Name	Deployment	Free Trial	Link
ServiceDesk Plus	Cloud, On-premises	30-Day Free Trial	Learn More
Jira Service Management	Cloud, On-premises	Lifetime Free Basic Plan	Learn More
Zendesk	Cloud	14-Day Free Trial	Learn More
Freshservice	Cloud, On-premises	14-Day Free Trial	Learn More
NinjaOne	Web-based and Cloud-based	14-Days Free Trial	Learn More

1) ServiceDesk Plus

ServiceDesk Plus is a complete ITSM suite that belongs to the wide range of ManageEngine’s IT management tools. I discovered that it offers clear visibility and strong control over IT issues, helping businesses avoid downtime.

Features:

• Comprehensive Management: This service desk offers comprehensive features, including incident, asset, project, and patch management. It analyses the root cause of the problem and reduces repeated errors, which improved my IT help desk’s workflow. 
• Enhanced ITSM Functionality: I found out that its advanced ITSM features aim to help support teams deliver top-notch IT services. You can showcase all the available services on your service catalog and add customization and multi-level approvals.
• Hardware and Software Control: This tool allows you to gain full control over all hardware and software inventories.
• Proactive Incident Management: It alerted me of the underlying issues in my IT and helped me avoid recurring incidents.
• Enterprise Service Management: I could extend the best ITSM practices to other teams, such as finance, HR, and other service provider departments. 

👉 How to Get ServiceDesk Plus for Free?

• Go to ServiceDesk Plus
• To begin your 30-day free trial, click the “TRY SERVICEDESK PLUS NOW” button and sign up.

Visit ServiceDesk Plus

30-Days Free Trial

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2) Jira Service Management

Jira Service Management is among the best ITSM software, offering ITIL-certified management for incidents, problems, changes, requests, and configurations. I could access its efficient platform to help teams manage work, which ensures employees and customers get the assistance they need.

Features:

• IT Service Design: Jira Service Desk includes processes for creating, designing, and supporting essential IT services efficiently. I could manage all the requests in a centralized location and automate support interaction with the help of AI.
• Collaborative Work Tracking: It allows you to track work across the enterprise through an open and collaborative platform. The dev-ops can use it to work together to manage risk and resolve issues faster.
• Accelerated Development: I could use it to accelerate critical development work, deploy changes, and eliminate unnecessary toil.
• ITIL Compliance: With PinkVERIFY™, Jira Service Management provides out-of-the-box ITIL processes for better compliance.
• Prioritized SLA Queues: It helped me prioritize, configure, and execute SLA queues quickly within minutes.
• Automation Setup: This feature reduces workload by setting up automation, which allowed me to focus on solving crucial issues directly.

👉 How to Get Jira Service Management for Free?

• Go to Jira Service Management
• To sign up and start using it for free with no credit card required, click “Get started.” Enjoy free access for up to 10 users.

Visit Jira >>

Lifetime Free Basic Plan

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3) Zendesk

Zendesk is an online helpdesk, currently it has introduced new tools that offer a better user experience. According to my research, it enhances ticketing, asset management, and impact analysis. End-users can reach its support through various channels, such as email and a self-service portal.

Features:

• AI-Powered Ticket Categorization: Freddy, the Zendesk AI engine, automatically categorizes tickets based on historical ticket data for efficiency. It also helped the agents in my organization by providing complete context, which gave them better guidance while approaching a query.
• Auto-Assignment of Tickets: This tool allows you to automatically assign tickets to the appropriate agents or groups as needed. I could also assign repetitive requests to AI agents which kept human help free to resolve bigger issues.
• Empowering End-Users: I consider it a great option since it empowers end-users to resolve IT issues independently via the self-service portal.
• SLA Policy Management: You can ensure on-time resolution by setting multiple SLA policies for task deadlines and automating escalation rules.
• Automated Notifications: It helped me manage all time-bound tasks by sending automated notifications as required.

👉 How to Get Zendesk for Free?

• Go to Zendesk
• To sign up and enjoy a 14-day free trial, click “Start your free trial.” No credit card is needed to get started.

Visit Zendesk >>

14-Days Free Trial

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4) Freshservice

Freshservice is an ITIL-ready cloud service desk platform. I particularly appreciate how it helps monitor trends and assess solutions to problems and processes. The tool is capable of offering a range of ITSM support at any scale to businesses of any type or size.

Features:

• Incident Management: The incidents intelligently and give your technicians all the tools they need to resolve incidents in a single screen experience.
• Integration: This tool Integrates with tools like Microsoft Teams, Slack, SecPod, and TeamViewer.
• Automated Discovery: It provided me with one of the best options for automatically discover and track asset information by using our out-of-the-box discovery tools.
• AI-Powered Service Management: This ITSM tool support end-users with powerful chatbots, enhance agent productivity with intelligent suggestions and gain powerful insights with AI-driven analytics.
• Platform Support: I could use this tool on Android, iPhone and iPad platforms.

👉 How to Get Freshservice for Free?

• Go to Freshservice
• Click “Try it Free” to sign up for 14 days of complimentary access.

Visit Freshservice >>

14-Days Free Trial

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5) SysAid

SysAid is one of the best IT service management tools, providing all the features needed for efficient ITSM in one platform. I tested the tool and noticed that it makes tasks like handling tickets and resetting passwords easy. It also includes a robust incident and service request management module.

Features:

• Service Management Assistance: Its request, change, and problem management features aim to help deliver greater service management efficiently. I could also customize my SLA and the metrics to ake sure that it aligns with what I need.
• Workflow Digitization: It helped me digitize manual workflows easily using the integrated workflow designer. I could also use AI to handle categorizing, prioritizing, and assigning tickets.
• Organizational Workflow Sharing: You can create, configure, and share common workflows across your organization for enhanced consistency.
• Unified System Integration: This feature allowed me to bring all my favorite apps and systems under one organized platform.
• Custom Fields and Templates: You can easily customize unlimited fields, forms, and templates according to your organization’s specific needs.
• Platform Support: I could use this tool on both iOS and Android platforms.

👉 How to Get SysAid for Free?

• Go to SysAid
• Click “Free trial” to sign up and enjoy 30 days of free access, with no credit card required.

Link: https://www.sysaid.com/it-service-management-software

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6) InvGate

InvGate is an IT service management solution that helps growing IT teams collaborate, detect root causes, and manage incidents to boost productivity with AI-enabled agents. In my opinion, this tool helps identify root causes and prevents future disruptions.

Features:

• Centralized Tool Access: This tool provides all essential tools in one place, which allowed me to prioritize and resolve issues quickly with AI recommendations. Its dashboard shows all the tasks, requests,  approvals, and reports in an intuitive and modern interface.
• Incident Reduction: It helps reduce incidents and MTTR by prioritizing, identifying root causes, and remediating effectively. I could also automate problem management such as investigation, root cause analysis, etc.
• Service Restoration: You can restore services and resolve issues quickly to maintain uninterrupted operations using advanced features.
• Automated Change Processes: This tool automates and accelerates complex change processes with built-in AI which makes it more efficient.
• Automated Approval Scoring: I could use a numeric score to automate approvals for low-risk changes and evaluate the probability of success.
• AI-Powered Self-Service: This open-source ITSM tool provides AI-powered self-service solutions for both employees and customers.

👉 How to Get InvGate for Free?

• Go to InvGate
• Click “Free trial” to sign up and enjoy 30 days of free access without needing a credit card.

Link: https://invgate.com/

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7) Cherwell

Cherwell is a cloud-based IT service management solution that lets departments customize solutions to fit their workflow. It offered me a flexible and versatile ITSM tool with numerous features.

Features:

• Codeless Configuration: This tool provides codeless configuration, making it easier to create and configure automation seamlessly. I could configure workflows effortlessly using drag-and-drop functionality.
• Enhanced Service Delivery: It helps in improving service delivery by integrating eleven ITIL® processes effectively. I could also access several add-ons such as rapid integration, voice automation, comprehensive IT assets discovery and more.
• Incident and Report Management: Using incident and report management, you can easily submit requests, report issues, and check statuses.
• Asset Life Cycle Management: You can easily track and manage the complete life cycle of your supported hardware and software assets with precision.
• Flexible Portals and Dashboards: This tool assisted me with flexible portals and powerful dashboards, which helped me organize my workflow more effectively.

👉 How to Get Cherwell for Free?

• Go to Cherwell
• Click “Watch the Demo” to sign up and access your free demo.

Link: https://www.ivanti.com/products/cherwell-service-management

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8) Spiceworks

Spiceworks is a free, cloud-based IT help desk and network monitoring tool designed for system admins and IT pros. As per my review, Spiceworks is a highly trusted tool for resolving IT issues. It also automatically shows complete inventories, such as hardware and connected devices.

Features:

• License Compliance Tracking: This tool keeps complete track of all software licenses, making sure your compliance is up to date and leads to stress-free audits.
• Service Monitoring: Spiceworks monitors all the services your users access, making it one of the best ITSM solutions. It also offers IT ticket management, organization management, and more.
• Custom Report Generation: You can quickly create and generate custom reports tailored to your specific needs with minimal effort.
• Unwanted Software Management: It allowed me to easily identify and eliminate any unwanted software within my system.
• Multi-Source Ticket Creation: This open-source ITSM tool supports creating tickets from multiple sources for better issue tracking.
• Platform Support: I found it compatible with both iOS and Android platforms, providing flexibility in accessing it.

👉 How to Get Spiceworks for Free?

• Go to Spiceworks
• Click “Try Cloud Help Desk” to sign up and receive a free forever account.

Link: https://www.spiceworks.com/free-help-desk-software/

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9) BMC Software

BMC Helix ITSM is an advanced service management tool from BMC Remedy. I evaluated it and found that over 6,500 IT organizations trust it for its reliability and user-friendly design. By leveraging AI, BMC has created a robust system for its users.

Features:

• Predictive Service Management: This tool accomplishes predictive service management through auto-correction, routing incidents, and efficient assignment features.
• DevOps Integrations: I consider it a great option for quick integrations with DevOps tools like Jira, which significantly streamlines processes.
• Cognitive Email Analysis: The system conducts cognitive email analysis and takes automated actions on behalf of the user, which improves efficiency.
• Business Priority Visibility: With its single CMBD, I received direct visibility into business priorities, which ensured that my key tasks were always addressed first.
• ITIL Alignment: It aims to deliver a 35% increase in process efficiency by aligning with out-of-the-box ITIL processes.
• Custom Dashboard and Reports: I could create and customize my dashboard and reports to match specific business needs and goals effortlessly.

👉 How to Get BMC Software for Free?

• Go to BMC Software
• Click “Free Trials & Demos” to access a perpetual free trial environment that never expires.

Link: https://www.bmc.com/it-solutions/itsm.html

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10) Asset Panda

Asset Panda is a mobile and cloud-based asset-tracking software. During my research, I found that it is a comprehensive IT asset-tracking solution that streamlines all aspects of technology management. I could customize it to fit workflow needs, and it offered detailed tracking of tech records for complete visibility.

Features:

• Fast Repairs and Smarter Solutions: This tool provides fast repairs and smarter ideas to resolve issues efficiently and effectively. I could also track the complete life cycle of my IT assets and view the history of repairs and assignments. 
• Unlimited Attachments: You can create unlimited attachments for visual repairs, manuals, receipts, and more. This feature helps the respected teams identify issues and tasks so that they can efficiently complete them even when working remotely.
• Mobile Audit for Data Accuracy: The mobile audit feature helps maintain data accuracy, which ensures reliable records across all devices.
• Maintenance Tracking: This feature allowed me to track and manage repair requests efficiently, keeping maintenance processes streamlined.
• Built-in Barcode Creation: It has a built-in barcode generator, allowing you to create custom barcodes and avoid manual lookups.
• Automated Repair Notifications: This tool automatically sends notifications for repair requests and asset replacements, making sure there is a timely response.

👉 How to Get Asset Panda for Free?

• Go to Asset Panda
• Click “Get Demo” to sign up and access your free demo; no credit card is required.

Link: https://www.assetpanda.com/solutions/it-asset-tracking/

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11) HaloITSM

HaloITSM is a user-friendly and up-to-date IT Service Management (ITSM) software. I analyzed HaloITSM and found it to be a comprehensive platform that supports global organizations, streamlining ticket management and ensuring high-quality service delivery.

Features:

• Incident Lifecycle Management: This tool streamlines the entire incident lifecycle, from ticket creation to final issue resolution, which ensures efficiency. It also offers workflow automation and communication on a centralized platform. 
• Incident Status Updates: I could update incident statuses and view details like ticket ID, priority level, and issue summary effortlessly. You can also keep your end-users updated with the status of changes and version updates.
• Knowledge Base Integration: It helped me link new incidents with existing requests and share potential solutions through the knowledge base for better team collaboration.
• Default Value Specification: Managers can specify default values, such as categories, priority, and SLAs, before creating requests to ensure consistency.
• Task Management and Approvals: As per my observation, customer service agents can view upcoming tasks on a calendar and streamline approvals by requesting validation on ticket creation or modifications.
• Extensive Integrations: It supports many sought-after integrations, including Office 365, Azure DevOps, Microsoft Teams, and more.

👉 How to Get HaloITSM for Free?

• Go to HaloITSM
• Click “Start Trial” to sign up and begin your 30-day free trial with no credit card required.

Link: https://haloitsm.com/

What is the difference between ITSM and ITIL?

ITSM is a combination of defined policies, processes, and methods for delivering IT products and services. At the same time, ITIL is a set of well-defined guidelines that helps Software professionals deliver the best IT services.

ITSM tools improve and support customer-centric IT services, whereas ITIL tools help organizations manage risk, establish cost-effective practices, and strengthen customer relations.

What are the common features of ITSM?

The common features of ITSM that I came across during the research are:

• It helps you improve ITSM processes.
• Easy and effective IT asset management.
• Enables you to showcase the IT services offered to users from your different accounts.
• Simplify configuration and improve the experience.

What are the important considerations for selecting IT Service Management Tools?

Here are some important considerations for selecting ITSM tools for your business:

• Take Your Team’s Opinion: Before taking the final call about your purchase, I suggest you create a group and take their opinion.
• Define Your Basic Requirements: When selecting a new IT service desk solution, list all the service management processes.
• Integrations: I recommend making sure that the new ITSM tool is able to integrate with a third-party provider and handle the added security that comes with cloud computing.

FAQ

Verdict

All the service providers I went through are capable ITSM tools that can help align IT services with business needs. However, if you are deciding on the best way to ensure seamless IT operations, check my verdict.

• ServiceDesk Plus is a highly reliable ITSM suite with comprehensive features, ensuring secure and customizable IT operations.
• Jira Service Management offers an impressive platform with powerful integration capabilities and user-friendly workflows.
• Zendesk provides an ideal helpdesk solution, combining ticketing and asset management with a remarkable user experience.