Imagine this: a client calls with a network outage, but your own system is down. Without access, your team can’t examine or address the issue, or even identify the client since customer records are locked inside the unavailable platform. The result? The request stalls, increasing downtime and leaving you with a frustrated customer. Productivity slows, contracts are at risk, and trust takes a hit.
Being a managed service provider (MSP) in the field of IT service management (ITSM) means holding your clients’ IT infrastructure stability in your hands, and this scenario highlights that choosing the right ITSM tool for an MSP isn’t just a technical decision — it’s a strategic one that can define service quality and business growth.
This article will help you understand which features truly matter and guide you in picking tools that grow alongside your business.
What Is ITSM software for MSPs?
Compared to ITSM designed for internal teams, this software focuses on helping MSPs manage diverse client needs consistently. It monitors client systems in real-time, automates routine jobs, and produces reports. This lets IT service management providers work smarter, serve more clients, and grow their business without adding complexity.
ITSM tools often work alongside professional services automation (PSA) and remote monitoring and management (RMM) software solutions.
How is ITSM software different from PSA and RMM tools?
ITSM software focuses on managing IT services, covering ticketing, incident management, and service delivery processes. It can be used by any organization that needs to manage IT infrastructure, its own or its client’s.
PSA (professional services automation) software is tailored specifically for MSPs. It offers a broader range of functions, including project management, resource planning, time tracking, invoicing, and expense management. Many PSA tools also include service desk features, but ITSM generally digs deeper in this respect.
Meanwhile, RMM (remote monitoring and management) software helps MSPs monitor and manage client IT infrastructure remotely. It tracks networks, devices, and systems, automates patching, and detects issues early, helping MSPs fix problems remotely to avoid downtime.
Overall, these three are different. But in the MSP context, they work toward the same goal — providing IT services to clients.
Let’s distill this diversity of tools into the core features an MPS needs for effective service delivery.
Core Features of ITSM Software MSPs Should Look For
Some ITSM tools for MSPs include PSA and RMM features built in. At the same time, many PSA solutions include ITSM and RMM features.
If they don’t, make sure the ITSM tools can connect and work well with separate PSA and RMM systems. While having these features is important, a good ITSM solution should offer much more than just that.
Incident management
This feature helps MSPs track and resolve IT problems quickly. It organizes issues by urgency and type, assigns tickets to the right teams, and keeps clients updated on progress. The goal is to minimize downtime and speed up fixes.
Change management
Change management guides MSPs when updating or changing IT systems. It includes clear steps for planning, approval, risk checks, and documentation. This reduces unexpected problems and makes it easier to revert changes if needed.
Asset management
Asset management gives a full overview of all hardware and software an MSP manages. It tracks assets from purchase to retirement and monitors software licenses to ensure compliance with rules and contracts.
Service request management
This handles common client needs like software installs or access requests. It streamlines approvals and automates routine tasks, helping MSPs respond faster and reducing manual work.
Self-service portal
Clients can use the portal to find solutions, submit requests, and check ticket status on their own. This lowers the support team's workload and helps clients get answers quickly.
Reporting and analytics
Custom reports and dashboards provide insights into how services are performing. MSPs can spot trends, measure team efficiency, and find ways to improve their support.
Integration capabilities
Good ITSM tools integrate seamlessly with other systems, but connecting with PSA and RMM software is especially crucial for MSPs. These integrations keep data consistent and workflows smooth across all areas of the business, ensuring efficient service delivery and better client experiences.
Best ITSM Tools for MSPs in 2025 [ITSM Solutions Comparison Table Included]
To deliver IT services well, MSPs need a mix of ITSM, PSA, and RMM tools all working together. To make it easier, we’ve handpicked the best options from each category for you to explore below.
| Name | Key function | Best for | Pricing |
| Jira Service Management | ITSM | MSPs of all sizes looking for an ITSM solution that deeply integrates with development tools | $19 monthly per agent with a free plan for up to 3 agents |
| ServiceNow | ITSM | MSPs using other ServiceNow products | Package-based pricing |
| NinjaOne | RMM | MSPs looking for basic RMM software | Quote-based with a free trial |
| Halo PSA | PSA | MSPs using Halo CRM and Halo ITSM | Based on the number of agents (the more agents, the lower the cost per agent) |
| Freshservice | ITSM | MSPs looking for easy ITSM with AI capabilities | $19 monthly per agent |
| ConnectWise PSA | PSA | Large MSPs looking for software with deep integration with other business tools | Quote-based |
| Autotask PSA | PSA | Large MSPs that want to unify project management, the service desk, resource allocation, time tracking, billing, and client relationship management | Quote-based |
| SuperOps | RMM and PSA | Mainly small to mid-sized MSPs that want a simplified setup | $79 (PSA only) or $129 monthly (PSA and RMM) per agent |
Let’s explore each of these IT MSP software tools in more detail.
Jira Service Management
Jira Service Management is Atlassian’s ITSM platform built to help IT service management providers and internal IT teams handle incidents, problems, changes, requests, and assets. It’s the perfect tool when IT, support, and product teams want a unified space with other Atlassian tools.
Pros
A visual automation workflow builder for SLAs, approvals, etc.
Integrations with popular tools for project management, software development, knowledge management, collaboration, and monitoring.
Dashboards make it easy to track performance and SLA compliance.
A self-service portal helps reduce incoming requests.
Workflows, queues, and permissions are fully customizable.
Flexible tiered pricing suits teams of different sizes and scales with business growth capability.
Cons
Initial setup and customization can be complex for new Atlassian users.
Large volumes of tickets or heavy use of filters may slow down the system.
Some advanced features are only available within higher-tier packages.
ServiceNow
ServiceNow is a top-tier cloud-based ITSM platform designed to meet a wide range of IT service management provider needs.
As a fully featured ITSM solution, it covers everything from incident, problem, and change management to asset tracking. The platform also includes a configuration management database (CMDB), service catalogs, knowledge management, automation tools, analytics, and reporting.
Pros
Comprehensive coverage of all essential ITSM functions.
Highly adaptable cloud infrastructure that supports scaling and custom app development.
Advanced AI capabilities, such as predictive intelligence and virtual agents, which help detect service patterns, automate ticket routing, and notify managers of issues.
Extensive integration options with leading business applications.
Seamless connection with other ServiceNow products, including AI-powered tools, IT asset management, security operations, field service, IT operations management, and cloud observability.
Cons
No free plan is available, and the costs can be considerable for larger enterprises.
Steep learning curve for new users and administrators.
Cutting-edge features like agentic AI usually require additional paid modules.
Full functionality often depends on integrating multiple ServiceNow products, which can lead to vendor lock-in concerns.
NinjaOne
NinjaOne is a cloud-based managed service provider tool designed to manage and monitor large numbers of devices and systems from a single location.
Its key features include RMM, mobile device management (MDM) with Android and iOS support, network monitoring, patch management, automated workflows, help desk and ticketing, backup and restorations, and a vast portfolio of integrations.
Pros
Brings together RMM, patching, backup, MDM, and help desk tools, removing the need for separate systems.
Remote sessions with full activity logs for clear auditing.
Remote security patching across Windows, macOS, Linux, etc.
Cons
Reporting relies on templates, so complex analysis often means exporting data.
Patch views can become confusing when scaled.
The tenant structure is complicated, which makes setting up complex client hierarchies and enrolling offline devices challenging.
Halo
Halo offers an all-in-one software ecosystem covering ITSM, PSA, and CRM solutions.
Its ITSM module works well for in-house support teams, while Halo PSA is tailored specifically for MSPs. This IT MSP software platform includes a service desk, CRM, time tracking, and comprehensive reporting features. It also assists with managing inventory, contracts, and billing workflows.
Pros
Built to address MSP-specific needs, not internal service desks.
Provides a broader range of MSP-focused tools compared to many competitors.
Halo AI helps customers, routes incidents, summarizes cases, suggests next actions for agents, transforms issues into knowledge base articles, generates reports, and more.
Integrations with popular RMM tools, CRM systems, customer support platforms, etc.
Cons
Complex UI, paired with weak documentation.
Customizing the platform for advanced needs often requires skilled technical resources.
Limited project management capabilities.
Some users report problems with integrations, billing, and invoicing functions.
No free tier available, only a one-month trial.
Freshservice
Freshservice is a cloud-based ITSM solution for simplified management of incidents, service requests, changes, and assets. Powered by Freshworks, it has native integrations with other solutions of the provider, including Freshdesk (a help desk platform) and Freshchat (a live chat tool).
Pros
Freddy AI assists by summarizing tickets, suggesting replies, and handling other routine help desk tasks.
A clean, modern interface that’s easy to navigate.
A self-service portal and knowledge base empower users to find answers quickly.
Workflow automation includes AI-driven ticket sorting and follow-ups.
Asset management tracks devices from purchase through disposal, providing real-time status and ownership details.
The system connects well with communication apps and orchestration tools to support IT operations and wider business teams. A free tier supports up to three agents, making it accessible for smaller setups.
Cons
Reporting and analytics tend to be basic, especially for larger organizations needing detailed insights.
Custom workflows and automation can take extra time to set up and may require technical know-how.
The mobile app experience sometimes feels less smooth compared to the desktop version.
Advanced capabilities come at a premium price.
ConnectWise PSA
ConnectWise PSA is a robust platform designed to help MSPs manage their entire business workflow more efficiently. This managed service provider tool serves as a centralized hub for coordinating sales pipelines, service desk tickets, project management, time tracking, invoicing, and asset management.
Pros
Centralizes sales, service, and financial operations in one platform
Offers extensive integration options with a variety of third-party tools and ConnectWise products
Features powerful automation capabilities to boost efficiency and reduce manual tasks
Supported by an active and knowledgeable community for guidance and resources
Cons
The interface can feel outdated and sometimes challenging for new usersights.
Higher total cost, especially for larger organizations, factoring in licensing fees, add-ons, and implementation time
Mobile app functionality is limited compared to the desktop experience
Not the most budget-friendly option given additional costs and required training
Autotask PSA
Autotask PSA is Datto’s cloud-based professional services automation platform built specifically for IT service management providers. It connects service delivery to contract terms, billing, and time tracking, giving teams a clear line of sight on their operations.
Pros
A robust ticket management system with flexible workflows and SLA monitoring
Time spent by technicians is logged against tasks and projects automatically, simplifying invoicing
Customizable, live dashboards give real-time updates on SLA adherence, task priorities, and staff performance
Integrates closely with Datto RMM, enabling device monitoring, remote troubleshooting, and quick ticket creation
A centralized portal where users can view conversations and ticket progress
Cons
The UI feels outdated and may be less intuitive for new users
Handling large amounts of tickets or data-heavy reports can impact system speed
Lacks some of the advanced CRM features others offer
Costs tend to be higher compared to some competing PSA solutions
SuperOps
SuperOps is a cloud-native RMM and PSA solution, designed mainly for small to mid-sized MSPs. The key capabilities of this managed service provider tool include automated patch management, real-time IT asset tracking, built-in PSA functions, an expanding library of scripts, customizable automations, and easy remote device access.
Pros
The user-friendly tabbed layout and gentle learning curve
Pricing is flexible, allowing users to subscribe only to RMM, PSA, or both solutions
Useful features like runbooks, ticket timers, and robust search
Frequent updates based on customer feedback
Cons
Some advanced features common in mature RMM tools, like detailed patch approval or historical trend reporting, are currently missing
Integrations with third-party apps are still limited in number
There can be occasional glitches with ticket updates, along with some gaps in workflow automation
The initial setup demands time and effort to fully configure the system for optimal use
How Should You Choose ITSM Software for MSPs?
Choosing the right ITSM platform is a big decision for an IT service management provider. The right fit can boost efficiency and client satisfaction, while the wrong one can slow down operations. Here are key points to consider.
Budget and pricing
Set a realistic budget upfront. Look beyond initial costs to understand ongoing fees like licensing, support, and upgrades. Pricing models can vary — some charge per user or endpoint, while others offer tiered subscriptions. Choose what aligns best with your current needs and future growth.
Integration with the current stack
The best ITSM tool plays well with your existing apps and platforms. Seamless integration reduces manual work and keeps data flowing smoothly. Check if the software connects easily with your RMM, PSA, CRM, billing systems, and other key tools.
Ease of use and onboarding
A simple, intuitive interface means your team can get up to speed faster. Look for software with clear workflows, helpful guides, and training resources. Easy onboarding saves time and keeps your team focused on delivering great service.
Vendor support and training
Reliable vendor support can make all the difference when issues arise. Consider the quality of customer service, availability of training materials, and how quickly problems get resolved. A responsive vendor acts as a true partner in your success.
Scalability and future-proofing
Choose a platform that grows with you. It should handle increasing workloads and adapt to evolving business needs. Look for flexible customization, regular updates, and a strong product roadmap that keeps pace with IT trends.
At the same time, choosing the right software for MSPs is important, but it isn’t the end of the game. Migrating all the data accurately is also a crucial part of the process.
How Сan MSPs Switch from One ITSM Platform to Another?
The transition from one IT MSP software to another might happen for many reasons — your current tool might no longer fit your growing needs, lack key features, or the costs just might feel too high. Whatever the cause, making the move smoothly is what really counts.
Data migration
Moving data between ITSM platforms can be one of the most challenging steps. Take, for example, migrating your service desk information. It’s crucial to transfer not only all records — agents, tickets, attachments, customer details, and other key data — but also maintain the correct links between these elements to ensure nothing gets lost or disconnected.
Manual migrations are risky and time-consuming. Fortunately, Help Desk Migration offers a no-code mapping tool that automates this process. If your data setup is complex or you prefer not to handle mapping yourself, their experts can provide tailored support and even fully manage the migration for you.
Avoiding downtime during the transition
Large data transfers can disrupt daily operations, which is especially risky since MSPs rely heavily on their ITSM platforms. To reduce or even avoid downtime:
- Schedule migrations during off-peak hours or split the work into smaller phases.
- Use tools with Delta sync — this means after the bulk of data moves, subsequent changes sync automatically, allowing you to keep using your old platform until the switch is complete.
- Automate wherever possible to smooth the migration.
- Communicate clearly with clients ahead of time about any potential service impact.
Running a pilot or phased migration
Jumping straight into a full migration is risky and not often advised. Instead, start with a pilot migration using a small set of users or limited data. This trial run helps you spot and fix issues early without affecting your entire operation.
Phased migration means gradually moving different parts of your system or groups of users in stages. This approach lets your team adjust to the new platform bit by bit, reduces risk, and keeps things running smoothly throughout the process.
Ensuring staff training and adoption of the new tool
A new ITSM platform means new workflows and interfaces for your team. To make the switch successful, invest time in training and support. Hands-on sessions, clear user documentation, and ongoing help ensure your staff feels confident and ready. When users understand the new system well, adoption is faster and less disruptive.
Conclusion
Unlike ITSM tools designed solely for internal use, an ITSM platform built for MSPs acts like a bridge that connects the MSP with its clients while managing all internal processes like customer support, billing, incident management, client system monitoring, project oversight, and more. It’s the backbone that enables MSPs to do their core work effectively, making the choice of a reliable ITSM tool a critical strategic decision.
If your current tool doesn’t meet these needs, our curated list of top ITSM solutions for MSPs is here to guide you. Plus, our Help Desk Migration service can make switching painless by automating your data transfer with ease.
Frequently Asked Questions
MSPs use a combination of ITSM, PSA, and RMM tools to manage client IT efficiently. ITSM software handles incidents, service requests, and asset tracking. PSA platforms organize projects, billing, and time tracking. RMM tools monitor and maintain client devices remotely. Together, these tools let MSPs deliver reliable, scalable IT services.
The best ITSM software depends on your business size, goals, and tech stack. Large MSPs often choose ServiceNow for its enterprise-grade capabilities. Jira Service Management works well for teams that need flexible workflows, while Freshservice suits MSPs looking for simplicity and AI features. Small to mid-sized MSPs can use all-in-one platforms like Halo or SuperOps.
MSPs use ServiceNow to automate workflows, track incidents, manage assets, and scale IT operations. Its cloud-based infrastructure and integrations allow MSPs to serve multiple clients efficiently.
Top RMM tools include NinjaOne, Atera, ConnectWise RMM, and SuperOps. They let MSPs monitor client networks, automate updates, and fix issues remotely.
Jira Service Management provides ITSM features like incident, problem, change, and asset management. It integrates well with Atlassian tools, allowing MSPs to customize workflows and centralize IT operations.
ITSM focuses on managing IT services in practice. ITIL provides best-practice guidance to implement ITSM effectively. ITSM describes what you do; ITIL shows how to do it.
ServiceNow pricing varies based on user count, modules, and integrations. MSPs need to request a quote to get exact numbers. Smaller MSPs may choose cost-effective alternatives like Freshservice or Jira Service Management.
- Define your goals: automation, speed, multi-client support.
- Set your budget: consider licenses and growth.
- Check integrations: RMM, PSA, CRM compatibility.
- Ensure usability: simple workflows and onboarding.
- Confirm scalability: the tool should grow with your business.
- Test first: run a pilot or demo migration.
ITSM applies the practices ITIL defines. ITIL guides MSPs in structuring processes, improving efficiency, and delivering consistent IT services.
ITSM focuses on managing IT services across their lifecycle. ITIL provides best practices to implement ITSM effectively. Think of ITIL as the blueprint and ITSM as the execution that delivers reliable IT services.
