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IT Service Management (ITSM) Tools reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best IT Service Management Tools for Enterprise Businesses

    Products classified in the overall IT Service Management (ITSM) Tools category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business IT Service Management (ITSM) Tools to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business IT Service Management (ITSM) Tools category.

    In addition to qualifying for inclusion in the IT Service Management Tools category, to qualify for inclusion in the Enterprise Business IT Service Management Tools category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

    Top 10 IT Service Management Tools for Enterprise Businesses

    • ServiceNow IT Service Management
    • Freshservice
    • Zendesk Support Suite
    • Jira Service Management
    • Microsoft System Center
    • SolarWinds Service Desk
    • SysAid
    • BMC Helix ITSM
    • Hornbill Service Manager
    • Ivanti Service Manager

    Compare Enterprise Business IT Service Management Tools

    G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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    ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.

    (839)4.6 out of 5
    Optimized for quick response

    Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service,

    (2,284)4.2 out of 5
    Optimized for quick response

    It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F

    (640)4.2 out of 5
    Entry Level Price:0 /agent/month

    Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape what IT means to your business at www.atlassian.com/software/jira/service-management

    (545)4.1 out of 5

    Microsoft System Center helps customers realize the benefits of the Microsoft Cloud Platform by delivering unified management. Experience fast time-to-value with out-of-the-box monitoring, provisioning, configuration, automation, protection and self-service.

    (636)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$19 per month

    SolarWinds Service Desk, previously Samanage Service Platform, is an award-winning, fully integrated cloud-based service desk and IT asset management solution. With thousands of highly rated reviews across many directories, SolarWinds Service Desk is one of the world’s premier IT service management platforms. Based on ITSM best practices to create a platform that is as usable as it is cutting-edge by incorporating automation, artificial intelligence, and machine learning to help streamline IT

    (422)4.5 out of 5
    Optimized for quick response

    SysAid is an award-winning service management solution that transforms agent productivity, enhances the end-user experience, and drives value across your organization. With built-in asset management, and advanced automation & orchestration, SysAid helps to resolve the core challenges faced by organizations today. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries.

    (255)3.6 out of 5

    Remedy 9 is a powerful service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes everybody more productive.

    (110)4.6 out of 5
    Optimized for quick response

    Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger

    (172)3.9 out of 5

    Ivanti Service Manager helps enterprises meet today’s regulatory and technology demands for automated workflows for service delivery, engaging stakeholders inside and outside of IT. The solution, with drag and drop workflow automation and Cloud-based or on premise deployment, enables IT organizations to quickly deploy and configure effective, world-class service delivery, and increase customer satisfaction. Ivanti Cloud Service Manager fully supports Incident, Problem, Change and Release Manage

    (150)4.1 out of 5

    Who We Are The founders of Cherwell Software envisioned building a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. This vision led to an intuitive, flexible software platform that helps automate service experiences across the enterprise.   Our leading ITSM solution, Cherwell® Service Management, empowers IT departments of all sizes to easily automate routine tasks, enhance response times, and save valuable time.

    Great service isn't just the responsibility of the customer service department. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction using Customer Service Management.

    (28)4.5 out of 5

    OTRS is a customizable support desk that manages workflows and structures communication.

    (27)4.6 out of 5
    Optimized for quick response

    Work Better Together with TeamDynamix, a codeless platform that brings together IT Service Management (ITSM) with Project Portfolio Management (PPM). Expand from IT to Marketing, HR, Facilities, and more with easy to deploy Enterprise Service Management (ESM). Easily build integrations and workflows with the visual code builder and connector library. We work hard to earn your business and hope that simply marks the beginning of a long-term partnership with your organization. We’ve created a h

    (35)3.9 out of 5

    Formerly known as CA Service Management, Clarity SM believes delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. Clarity SM (Service Management) delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experi

    (163)4.2 out of 5
    Optimized for quick response

    ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It i

    (68)3.8 out of 5
    Optimized for quick response

    SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. ChangeGear's award-winning Service Smart Technology solution integrates Big Data and Machine Learning for a more positive experience. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class softwa

    Intuitive, personalized, no-wait self-service—people expect it everywhere, including at work. Our service management solution overcomes the limitations of manual ESM and ITSM tools to exceed expectations. Start delivering connected, automated, informed experiences — powered by machine learning — to every employee. See productivity rise. See costs, outages, ticket volumes, and resolution times fall. Your business will thank you for it. Transform service for everyone: • One self-service portal f

    (54)3.6 out of 5

    Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business

    (84)3.9 out of 5
    Optimized for quick response

    EasyVista Service Manager is a proven ITSM solution with the sophistication to support the most complex ITIL requirements but with the simplicity, agility, and mobility required to make ITSM easy to use and easy to deliver. Reduce ITSM costs by up to 50% with codeless configuration, smart automation, and out-of-the-box ITIL processes. Get the enterprise features you need to run IT like a business, including multilingual support, IT Asset and Financial Management, and advanced reporting analyti

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    Check out the G2 Grid® for the top IT Service Management Tools products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    Zendesk Support Suite
    Clarity SM
    Micro Focus Service Management Automation X (SMAX)
    Ivanti Service Manager
    Footprints Service Desk
    Hornbill Service Manager
    BMC Helix ITSM
    SolarWinds Service Desk
    SysAid
    Cherwell ITSM
    Freshservice
    ManageEngine
    EasyVista Service Manager
    Jira Service Management
    SunView ChangeGear
    Microsoft System Center
    ServiceNow Customer Service Management
    TeamDynamix
    OTRS
    ServiceNow IT Service Management
    Market Presence
    Satisfaction

    Learn More About IT Service Management Tools

    What is IT Service Management (ITSM) Software?

    IT service management, or ITSM, describes the procedures and policies created and followed by organizations to implement IT services design, provision, and maintenance. ITSM aims to bring a more end user-oriented approach to IT. Most commonly, ITSM is thought of in the context of service desks, but the practices and procedures emphasized in ITSM apply more broadly to IT organizations as a whole. It can help provide structure and order in what is typically a constantly evolving, somewhat chaotic organization.

    Companies implementing ITSM principles will typically utilize one or more of the following frameworks to provide guidelines to IT actions.

    • Information Technology Infrastructure Library (ITIL)
    • Control Objectives for Information and Related Technologies (COBIT)
    • International Organization for Standardization (ISO)
    • Business Process Framework (eTOM – telecom-specific)
    • Microsoft Operations Framework (MOF)

    ITIL tends to be the most commonly referred to or thought of ITSM framework, due to its strong adoption rate amongst services providers. The most recent iteration of ITIL, ITIL 4, is composed of two parts: the service value system (SVS, with 34 individual standards) and the four dimensions model (aligned with the four Ps of ITIL: people, products, partners, processes).

    Key Benefits of IT Service Management (ITSM) Software

    • Formalize IT processes and practices
    • Create a comprehensive vision of internal IT interactions
    • Track service requests and incidents
    • Centralize a business’ IT knowledge
    • Provide insights into internal tech needs

    Why Use IT Service Management (ITSM) Software?

    ITSM solutions aim to help businesses deliver a higher-quality IT service delivery experience. These tools help businesses organize and standardize their IT service processes, thereby improving service efficacy. By accessing a central repository of IT knowledge, users able to more quickly address their needs and concerns. Additionally, with more public knowledge available, IT teams can reduce the number of basic or low-level inquiries. This saves IT teams’ time for more complex or important tasks.

    Arguably, the greatest benefits of implementing an ITSM tool are transparency and uniformity. The typical bane of IT teams is a lack of transparency and consistency in processes, practices, and actions, especially when there are multiple teams within the IT organization. By making clear and consistent policies and procedures that teams ought to be following, every team within an IT organization can identify exactly where information should live. This also highlights what procedures are being followed in different activities and how to properly and efficiently interact with end users, leading to a smoother overall IT service delivery.

    Who Uses IT Service Management (ITSM) Software?

    On implementation, IT organizations will typically have an administrator or administrative team for ITSM tools. They control the solution’s configuration, permissions, and provisioning. From there, employees across the IT organization could make use of an ITSM tool as a part of their daily workflow, including incident and ticket tracking, finding knowledge resources, tracking changes, and managing assets, among other functions.

    Managed services providers (MSPs) make particularly effective use of ITSM software. Because some MSPs provide IT services for other businesses, ITSM tools serve as the central portal for IT service provision and interaction between the MSP and their customers. End users can find IT knowledge and submit tickets or inquiries and the MSP can provide IT services while tracking end-user inquiries and issues.

    Additional IT Service Management (ITSM) Features:

    Automation — Many ITSM vendors are implementing automation functionality as a standard part of the offering. Many tools will offer automation to reduce the amount of time going into repeat tasks and actions, which can save both IT associates and end users significant time.

    Configuration management database (CMDB) — Some ITSM solutions will include a CMDB feature where businesses can track how different hardware and software systems relate to each other. This provides increased clarity in how a business’ systems work together and can also offer an excellent starting point when troubleshooting for issue root causes.

    Release management — ITSM tools that dive deep into development features may offer release management capabilities where product teams can track software build releases over time including what stage of production releases are in, any rollbacks that took place, etc.

    IT Service Management (ITSM) Software Features

    ITSM tools typically will have the following features:

    Standards alignment — ITSM solutions help organizations align their processes and policies with a standards framework. ITSM tools will typically denote which framework(s) they are built to enable. If there is a particular framework an organization is already using, users should select an ITSM tool that aligns with that framework.

    Service desk — As the name might suggest, a core element of ITSM solutions is a service desk element. Businesses can organize internal requests through a ticketing system. Also, internal users can find help on a variety of issues using a service catalog, which outlines different types of issues or requests and helps organize addressing various issues.

    Asset management — ITSM tools help businesses track their internal IT assets. Using these tools, IT teams can track company-owned user devices and hardware, as well as any hardware infrastructure, enabling them to keep tabs on when these items were provisioned and would need upkeep.

    Knowledge base — Knowledge bases are central repositories of information. By providing a knowledge base functionality, businesses are able to centralize their IT knowledge to a single source of truth that’s accessible by anyone who might need it.

    Incident management — Addressing the development side of the house, ITSM tools provide incident management features that help product teams track issues related to product development and functions, namely those related to IT systems. Using these active tracking capabilities, businesses stay on top of development incidents including creating visibility around repeat issues that might point to a larger problem.

    Change management — Changing policies, procedures, or structures is a difficult process for businesses. Change management functionalities offered by ITSM tools allow businesses to more thoroughly track changes from the individual to organizational level, increasing transparency, and assisting in finding pain points in recent changes.

    Reporting and dashboards — As with any other solution, transparency is key to efficient and effective delivery of services. ITSM tools are equipped with reporting and dashboard functions to provide increased visibility into service provisions across the IT organization. These reports may come prebuilt, but most solutions will also offer customization so that businesses get the exact information they need at any point.

    Solution integration — Considering the huge array of tools and infrastructure involved in IT service delivery, ITSM tools need to be able to integrate appropriately to be effective. Users must check a tool’s integration capabilities before purchasing to verify it will integrate with the systems already in use.

    Potential Issues with IT Service Management (ITSM) Software

    Time to implementation — If a business is starting fresh with ITSM, it may take longer to implement than expected. Implementing an ITSM tool has to be joined by implementing the ITSM mindset, practices, and policies for it to be most effective. It is important to take some extra time to understand what these new policies are and why they matter.

    Full system integration — While many ITSM solutions have a vast array of integration capabilities, businesses still may find a few systems that will need custom integrations. The business should be able to handle building that integration capability with the ITSM tool vendor offering guidance as to how to proceed. Online communities around ITSM solutions can also be a strong source of help.

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