Top 20 IT Service Management Tech Companies - 2018

IT Service Management is all about integrating the best IT practices with the right technology to enable faster and efficient service delivery to customers as per the evolved requirements.

Until sometime ago, several IT enterprises and vendor solutions failed to keep pace with the technological advancements. In fact, for almost two decades the industry had undergone minimal changes.

It was unavoidable to go beyond broken processes and employ a comprehensive approach which embraces contemporary technologies including automation, analytic insights and machine learning abilities to facilitate better decision-making process and productivity across the entire IT Processes, from say, incident management to the final release.

Also, the direct customers of IT services are also customers of latest and innovative technologies in B2C. As a result, they expect similar levels of service quality 24/7 from IT. The ITSM Sector was reeling under pressure to provide more with minimal resources.

The present IT Service industry has undergone transformative changes driven predominantly by technological adaptation.

The continual adoption of technologies has given the IT industry a revolutionary stand. Advent of newer software tools and platforms has directed the IT Service management (ITSM) to sustain and preserve the business technology ecosystem. With the implementation of ITSM approach, organizations could reduce the much threatening operational risks by shadowing the major concerns such as security and compliance of data.

Further, ITSM tool vendors have identified the significance of artificial intelligence in the IT industry. This recognition is enabling companies to deal with larger data and enhances decision-making capabilities. In addition, ITSM is supported by the DevOps tool, slashing the differences among the key divisions of an organization, extending a higher quality interaction and management. Yet another noteworthy trend driving the ITSM industry has been the integration of DevOps with conventional ITSM methodologies.

Similarly, fields of asset management are being designed with the help of ITSM Tools to provide a holistic view of technology based complexities and thereby rendering greater business transparency. The ITSM market is witnessing the development of yet another trend called the self-service or self-help, where customer engagement is augmented also promoting a centric and self-reliant environment. The future of ITSM, projects the potential usage of technologies such as predictive analysis and virtual reality, up scaling its role in the business environment.

Additionally, ITSM tools are expected to evolve continually throughout the imminent years driven by their popularity and requirement. This makes it vital for professionals involved in the IT industry to be capable of effectively evaluating and choosing the right tools from a wide range of IT tools.

Addressing the above concerns and trends, a distinguished panel comprising of CEOs, CIOs and industry analysts including the CIO Reviews editorial board has chartered out Top 20 Most Promising IT Service Management Solution Providers for IT industry. These companies offer powerful solutions coupled with innovative strategies that are distinctively prominent in the field.

We present to you “20 Most Promising IT Service Management Solution Providers 2019”

    Top IT Service Management Solution Companies

  • 1

    CITSmart extends a single integrated platform which facilitates the management of an entire company workflow for ensuring service excellence to businesses. The CITSmart platform is one among the most complete solutions available for the management of IT services. The firm, based in Dallas, TX eliminates separated, siloed and dysfunctional business units bringing together the capabilities of ITSM, ESM and BPM. The enterprise has earned a reputation as a developer of solutions that combine agility and economy in corporate practices by deploying exceptional technical attributes

  • 2

    Headquartered in Sterling, VA, CoSolutions is a Federal IT services contractor. The firm is well-positioned to enable trusted and high-quality IT services to federal and general consumers across various sectors including infrastructure security, IT maintenance and operations, defense and information management. The high-quality IT services by CoSolutions, play a pivotal role in supporting its government customer’s mission-critical needs. The wide range of services by the firm include IT service management, help-desk and enterprise service desk management, IT operations support, cyber security support, software or systems engineering, and program management office support (pmo)

  • 3

    G2SF Inc. empowers professional IT consulting services for wide-ranging sectors including civilian agencies, intelligence and defense. The services provided by the firm include IT service management, security engineering and management, IT engineering and education, mobility engineering and management. The expert services facilitated by G2SF’s involvement have enabled its clients to bring in measurable improvements in operational capabilities. In addition, clients have experienced reduced sustainment costs besides substantial improvement in their services. The G2SF services are managed and deployed using the best standards and practices available in the project management sector

  • 4

    INTERPROM focuses on enhancing the service quality of its IT consumers. In a nutshell, the services offered by INTERPROM can be classified into coaching and consulting, workshop services, training or education services in addition to auditing services. Since inception, INTERPROM has catered to more than 500 consumers across the U.S. The coaching services extended by INTERPROM enable their customer’s leadership team to accelerate business success. Further, the official Certification Training given by Instructors having Real-World Experience is another significant aspect. The firm’s clients have found the organization auditing services by INTERPROM highly effective in maintaining the highest level of standards

  • 5

    Based in the greater Chicagoland, JIT caters to clients spread across the United Kingdom and North America. Since its inception in 2010, JIT has been serving the ServiceNow community. JIT has accumulated over 200,000 hours of hands-on experience in designing, deploying, and managing the ServiceNow platform for its clients. The Architect, Implement and Maintain (AIM) offering from JIT is precisely designed for enterprises interested in speeding up process maturity and automating enterprise service delivery. Further, the ARU offering is for enterprises interested in following strategic plans to evolve ServiceNow platform

  • 6

    OnPoint Consulting, Inc refers to the national security arm of Sapient Consulting. The firm delivers highly secure IT infrastructure, enterprise solutions and systems for the American federal government. The specialized cyber, technology and strategy abilities are enabling OnPoint clients to change the way they function in terms of risk management and delivery of results. OnPoint holds many certifications including ISO 20000-1:2011, ISO 27001:2013 and ISO 9001:2015 besides a CMMI Maturity Level 3 rating. The core competencies in cyber security, infrastructure services, program management and enterprise systems are the areas of strength for OnPoint

  • 7

    Hillsborough, NJ based OwlPoint is one among the most experienced US-headquartered IT consulting enterprises having a keen focus on the effective management of IT. The company encompasses deep experience in industry best practices including ITIL/ service management, program management, project management besides IT governance. Over the years, OwlPoint has served a wide range of clients to help them in developing the skills and knowledge required to successfully lead and finish projects in today’s highly challenging business environments. The team at OwlPoint is committed to long-term collaboration with the client for achieving success

  • 8

    ServiceNow is a cloud-computing focused enterprise that enables digital workflows which facilitate great experiences and unbolt productivity for the enterprise and employees. The IT service management solutions by the firm enable its clients to enhance productivity and derive more insights into their business operations by consolidating to advanced ITSM solutions. Forming part of the ServiceNow solutions are incident management, change and release management, request management and problem management. The other solutions by the firm include agent Intelligence, virtual agent, knowledge management, configuration management, performance analytics, continual Improvement management and walk-up experience

  • 9

    TESM is a DXC Technology firm focusing on ensuring that its clients receive maximum returns on their investments on ServiceNow platform. Until today, the firm has carried out over 90 project implementations in 9 world-wide locations. In short, TESM offers a unique range of services that deploys innovative solutions for workflow automation, security services and operations, employee engagement and technology change programs. The services by the enterprise include cloud services consultancy, GRC, IT service management, security operations, strategic analytics, creative communications, test management. Their extensive product range encompasses assure automated testing, GRC-GDPR, Service Catalogue, Runbook, Fivewhys, Chatbot self-service and GRC –OP risk register

  • 10

    Whitlock Infrastructure Solutions, headquartered in Durham, NC delivers value to clients through ValueOps and ValueFirst methodologies. By enabling enterprise-level methodologies to its clients, Whitlock is trying to close the gap between IT and business for ensuring the derived business objectives are met with. The enterprise has had several collaborations with Fortune 500 and Fortune 1000 firms across the globe. Whitlock also leverages the technology and tools by its partners. The enterprise has been successful in enabling companies to understand the need for bringing in a perfect alignment between process, technology and people and the desired business objectives

  • 11

    Axios Systems

    Axios Systems

    Headquartered in Edinburgh, UK, Axios Systems is known for delivering innovative IT Service Management (ITSM) and IT Operations Management (ITOM) solutions. The company aims to help customers improve infrastructure operations and enhance service delivery across HR, Facilities Management, Finance and all business functions. Its ITSM and ITOM solution Assyst, is an all-in-one, fit-for-purpose product to transform IT departments into profitable business-focused customer service teams. Assyst adds tangible value by building on the ITIL framework to help solve customers' business challenges across the organization

  • 12



    Bomgar provides privileged access management, offering the most seamless approach to preventing data breaches related to stolen credentials, misused privileges, and compromised remote access.The privileged access management platform empowers organizations to easily scale privilege security as threats evolve across endpoint, server, cloud, DevOps, and network device environments. Bomgar integrates the industry’s broadest set of privileged access capabilities with centralized management, reporting, and analytics, enabling leaders to take decisive and informed actions to defeat attackers. The company's also offers solutions such as remote access, endpoint privilege management, and password and session management among many more

  • 13



    EasyVista is a software provider of intelligent service automation solutions for enterprise service management and self-help. The company leverages the power of ITSM, self-help, AI, and micro apps to create customer-focused service experiences. EasyVista has helped their clients in improving employee productivity, reducing operating costs, and increasing customer satisfaction. The company specializes in offering solutions for IT service management, IT asset management, IT financial management, project management, ITIL processes, self-service portals, request management, and reporting among many others. EasyVista caters to clients from both public and private sectors

  • 14



    Espressive is known for specializing in AI for enterprise service management. Barista, the first virtual support agent (VSA) for enterprise service management (ESM) by Expressive, brings the ease of consumer virtual assistants into the workplace. Barista delivers a personalized user experience that results in employee adoption of 50 to 60 percent and reduced help desk call volume of 30 to 50 percent. The team at Expressive provides tailored services to their clients and aims to help employees get help by delivering exceptional employee experiences

  • 15

    Freshworks Inc

    Freshworks Inc

    Freshworks is a customer engagement solutions firm headquartered in San Mateo, CA. Freshworks provides its clients with SaaS customer engagement solutions that make it easy for support, sales and marketing professionals to communicate effectively with customers for better service and collaborate with team members to resolve customer issues. Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, and Freshmarketer are the products provided by Freshworks. The team at Freshworks company provides their clients with software with easy setup and usage, and one that requires minimal customization

  • 16



    Based in Dublin, OH, InsightETE is a business application monitor firm. The monitor can measure all real end-user transaction response times no matter what application software makes up the system and no matter what platforms are used to run the application. It can collect workstation delays, network time, server times, and the complete response time for all end-users of a business application system as well. InsightETE offers IT staff augmentation, root cause analysis, and APM consulting services. IT also provides its clients with service level management system, universal information center and other business monitoring solutions

  • 17

    Marval North America

    Marval North America

    Marval North America is a global provider of IT service management (ITSM) software. The company also specializes in ITSM consultancy, ITSM education and ITSM training to help its' clients' maximize operational excellence. Marval North America's ITSM software is fully compatible with good practice frameworks and international standards. The team at Marval North America aims to help IT departments make significant improvements in the cost, quality, and level of service they provide to the business. Headquarteted in North Bay, ON, the company offers services to clients from over six countries

  • 18



    Navvia provides process modeling software and tools to design and document all types of IT or business processes and workflows. Its process designer tool comes with a prebuilt template feature, easy to draw flowcharts, automated document creation, requirements gathering, and on-line collaboration and sharing, which helps clients in saving money as well as time. It helps ITSM practitioners, process analysts, consulting companies and tool implementers. Navvia aims at providing organizations with the software, templates and services to simplify design and implementation of ITSM processes and tools

  • 19



    Based in Cary, NC, Samanage is a provider of IT service management solution, which serves thousands of clients around the globe from SMB to enterprise. The company's products give all types of organizations the power to monitor and manage the performance of their IT environments, whether on-premises, in the cloud, or in hybrid models. Samanage offers computer inventory solutions, IT audit, IT service desk, ITIL, Microsoft audit and more. The company caters to clients mainly from the healthcare and the financial services sector

  • 20



    Serviceaide, Inc specializes in chatbots called virtual agents, that make service and support more productive and intuitive for customers and support teams. The company’s AI-powered virtual agent called Luma, a combination of artificial intelligence with natural language processing, engages end users through a conversational interface for understanding and expediting service requests, automating service delivery and improving the customer experience. Serviceaide, Inc also offers a multi-function IT service management platform used by its clients around the world to effectively manage the delivery and support of IT services