Die zehn besten Change Management Tools 2024

Freshservice is an innovative cloud-based IT service management solution designed to streamline the operations of IT teams across various organizations. Developed by Freshworks Inc., it offers a comprehensive suite of tools aimed at automating IT service management processes and facilitating efficient service delivery. Freshservice stands out for its user-friendly interface, making it accessible for IT professionals and end-users alike.

As a change management software, Freshservice shines by offering a structured platform that supports IT teams in planning, executing, and monitoring change processes within their organization. It provides a centralized system for managing all change requests, ensuring that any alterations to IT infrastructure or services are documented, evaluated, and implemented in a controlled manner.

One of the key features of Freshservice as a change management tool is its ability to facilitate collaboration among IT team members, stakeholders, and decision-makers. The platform enables users to easily submit change requests, track their status in real-time, and communicate effectively throughout the change process. It also offers customizable workflows, allowing organizations to tailor the change management process to their specific needs.

Freshservice incorporates powerful analytics and reporting capabilities, providing IT managers with insights into the efficiency and effectiveness of their change management processes. These features enable organizations to identify trends, anticipate potential issues, and make data-driven decisions to improve their change management strategies over time.

Integrations include Salesforce, HubSpot, Microsoft Dynamics 365, Pipedrive, Oracle Netsuite, Insightly, Copper, Zoho CRM, Close, Zendesk, TeamSupport, Help Scout, Jira Service Desk, Zoho Desk, Chargebee, Recurly, Sage Intacct, QuickBooks Online, Xero, Intercom, Google Calendar, Azure, and a growing list of other useful apps. They, of course, integrate with their own first-party software like Freshsales, Freshworks CRM, and Freshservice, as well.

Freshservice costs from $49/user/month and comes with a 21-day free trial.

Process Street is a workflow and process management software that allows teams to create, track, automate, and optimize business processes. It features a no-code platform for designing workflows, projects, forms, and pages, all enhanced by AI-powered tools.

Process Street's no-code platform allows users to create, track, and optimize workflows easily, making it accessible for teams of all sizes. Key change management features include task assignments, which ensure that everyone knows their role in the change process, and approval workflows that facilitate structured decision-making. The platform's ability to incorporate conditional logic also means workflows can adapt dynamically as changes occur, ensuring flexibility and responsiveness.

Additionally, Process Street offers advanced capabilities such as AI-powered tools that automate routine tasks and reduce the risk of human error during transitions. Its comprehensive form and page creation tools support detailed documentation of processes and changes, while the ability to set recurring tasks ensures continuous improvement and adherence to new protocols. The software’s ease of use and intuitive interface mean teams can quickly get up to speed, minimizing disruption and resistance to change.

Process Street integrates with popular platforms such as Salesforce, Slack, Google Sheets, Zapier, Trello, Asana, Microsoft Teams, Dropbox, Box, Airtable, HubSpot, Jira, Monday.com, GitHub, WordPress, and Intercom.

Previously known as Jira Service Desk, Jira Service Management is a complete IT service management (ITSM) solution designed for DevOps, IT operations, and support teams of all sizes.

Apart from incident management, Jira Service Management also empowers IT operations teams through its change management tools and software. Users can reference change requests for complete context regarding the change, the personnel or teams, as well as the related work involved. The change requests view allows users to acquire valuable information from their CI/CD tool, name required approvers, share the risk score with stakeholders, and list all affected devices.

The change management software also comes with an advanced risk assessment engine. It employs automation technology to provide risk scores on every change. This means the user can easily determine whether or not a specific change has low, medium, or high risk associated with it. If the risk score is low, for instance, the system can be configured to auto-approve the request and deploy the change. If the risk score is high, on the other hand, the right personnel will then be automatically notified for further examination and approval.

Jira Service Management’s change management tools and software also allow users to assess dependencies as well as the potential impact of a change through the Insights module.

Jira Service Management is free for up to three agents. For a limited-time offer, the Standard plan is free for up to 10 agents for one year.

Issuetrak is a ticket management software designed to assist organizations in handling customer support and internal issue tracking across multiple channels. It stands out for its ability to adapt to various business sizes and sectors, offering a robust platform for omnichannel ticket submission.

I chose Issuetrak as a change management tool because it provides a comprehensive set of features that cater to various business needs, including help desk ticket management, complaint handling, and customer support requests. What makes Issuetrak different is its ability to accept ticket submissions through multiple channels, such as email, web forms, and directly within the application, which is particularly useful for businesses that interact with customers across various platforms.

Features include quick notes, which enables users to add pre-written notes to issues quickly, functionalities for managing customer complaints. Issuetrak also offers comprehensive customer support, including a dedicated support department that provides 24/7 technical assistance and in-house services such as site configuration and training for support agents.

Integrations include Okta, Onelogin, Gmail, Microsoft 365, Salesforce, Google Analytics, and PowerBI.

Pricing starts at $26/agent/month and they offer a 14-day free trial.

Guru is a knowledge management tool that provides a platform for employees to access and share trusted information within a company. It offers AI-powered solutions for enterprise search, intranet, and wiki, aiming to elevate efficiency and boost productivity. Guru is designed to be a secure and comprehensive source of truth for businesses, with a focus on improving employee experience and streamlining information access.

Guru centralizes company information, making it accessible to team members through a platform that supports the creation, sharing, and maintenance of knowledge. The tool allows users to sign up and log in, offering a snapshot of web pages and the ability to view source code, as well as a find bar for searching specific terms. It also utilizes AI to provide instant answers and supports various aspects of work such as internal communications, onboarding, and remote work

Guru additionally emphasizes the importance of communication, training, and support for employees during periods of change.The platform's features, such as the ability to create and share knowledge cards, help ensure that all team members have access to the latest information and best practices, thereby supporting the change management process by keeping everyone informed and aligned.

Available integrations include Google Chrome, Slack, Microsoft Teams, Gmail, and Outlook.

Pricing for Guru starts from $10/user/month. A 30-day free trial and a freemium plan are also available.

ServiceDesk Plus is a complete IT Service Management (ITSM) suite with built-in IT Asset Management (ITAM) and Configuration Management Database (CMDB) capabilities to help assess risks and plan change implementation. The tool's PinkVerify-certified IT change management module allows IT teams to implement changes with minimal risk by designing change processes on a visual workflow designer.

With custom change roles, types, statuses, and templates, as well as the ability to designate a Change Advisory Board (CAB), IT teams can design change implementation processes that cater to their business needs. Other key features include the ability to log and track changes resulting from incidents and problems and to get input and approvals on change plans from CAB members.

Users can also configure automated workflows and notifications to improve visibility and communication for IT and business stakeholders using the visual workflow builder, as well as publish announcements about changes to communicate any planned downtime to end-users.

Pricing for ManageEngine ServiceDesk Plus starts at $12/per user/month for the standard plan. See further pricing plans on their pricing page.

Whatfix lets you design real-time interactive guides with zero codings required. Engage users through contextual widgets (self-help widget, tasklist widget, and smart tips static overlays), as well as guided pop-ups. Context-aware information provides users with the most useful updates immediately and provides in-app training in user preferred formats (from video to PDF and more).

Whatfix can accommodate those with disabilities by providing them with accessible technology that complies with section 508 of the U.S. Rehabilitation Act. This means they are an essential tool for accessibility-inclusive workplaces across the board.

CRM integration was a bit spotty and could use some revamping, particularly in compiling and reporting issues. The app can seem somewhat “single-minded” in how users are expected to complete a task, whereas larger web app projects might need a bit more flexibility (ie. broader branching workflow paths, et cetera).

Overall this is a really great tool if you're onboarding your employees to a new software, although it can be adapted for other use cases as well.

Whatfix has a custom pricing model and offers a free trial.

WalkMe’s guidance tools help to prevent errors, encourage desired behaviors and foster goal completion through custom desktop notifications, easy Help Desk access, visibility and insights into digital behavior, a self-paced onboarding list, and more. By simplifying back-office functions, WalkMe aids enterprise resource planning during any software onboarding.

Setting up walkthroughs was a bit of a time commitment, which would not have been as much of a problem if WalkMe software updates didn’t often require manually re-test said walkthrough processes post-update.

They offer guidance tools and onboarding for popular software like Salesforce, Workday, Jira Service Management, NetSuite, Talentsoft and more, so any company who already uses any of their pre-listed programs would benefit in particular from these apps offerings.

WalkMe starts at $7500/year. They also offer custom pricing within a large range based on many factors and have a free demo available.

This collaboration-first change management platform lets you gather ideas from your employees, customers, and other stakeholders; refine and develop ideas together with your team; analyze your innovation process to find and eliminate bottlenecks; and more.

Viima is great for small businesses due to the low point of cost and minimal barriers to entry. They provide many services for free for a limited number of users and also have Apple and Android apps to help scattered teams stay connected.

Reporting visualization and exportation of data could be improved to be more functional, dynamic, and flexible. Because the software is light on features, adding integrations for project management tools could go a long way to making it a more well-rounded application.

Viima starts free for up to 10 users and then is $39/month.

ESM has three elements to its software offerings: Balanced Scorecard Software (for top-down strategy), Employee Review Software and Strategy Consulting Services. ESM takes a big picture approach to navigate change by breaking information down into goals, interconnections, initiatives, KPIs and more.

ESM’s “big picture” mind mapping of company change and strategy seems a perfect fit for large scale corporations who don’t have many reliable touchpoints with staff across departments. However, in today’s digital age, ESM’s interconnectivity emphasis would also work well for smaller teams who work online or remotely, where a unified vision will ensure that even a separated team is advancing on the same goals.

More financial planning options, like profit and loss statements, would be hugely beneficial to their “big picture” approach to strategy. Furthermore, the ability to view multiple strategy maps, rather than switching between them in a drop-down menu, would be a time saver. Their paid plan is also quite pricey compared to other options available.

ESM starts at $800/month for unlimited users but has a free version of the software as well.