Best IT Service Management Tools with Policy Dictation Capabilities

How Many IT Service Management Tools Products Does G2 Track?

Total Products under this Category: 300

Category Stats (Nov 2026)

  • Average Rating: 4.38/5 (↓0.01 vs Oct 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: IBM Maximo IT (+1.2%) - Among all products in this category, IBM Maximo IT recorded the largest rating increase compared to last month

Last updated: November 01, 2026

How Does G2 Rank IT Service Management Tools Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 49,100+ Authentic Reviews
  • 300+ Products
  • Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

G2 Grid® for IT Service Management Tools

G2 Grid® for IT Service Management Tools plotting products by satisfaction and market presence

Highlighted products: ServiceNow IT Service Management, Freshdesk, NinjaOne, Jira Service Management, Freshservice, Atera IT Management, IT Glue, and monday service.

Underlying data: [Grid® JSON](https://www.g2.com/categories/it-service-management-itsm-tools/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=freshdesk&focus%5B%5D=ninjaone&focus%5B%5D=jira-service-management&focus%5B%5D=freshservice&focus%5B%5D=atera-it-management&focus%5B%5D=it-glue&focus%5B%5D=monday-service)

Jira Service Management

Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows.

Average Rating: 4.3/5.0

Total Reviews: 987

How Do G2 Users Rate Jira Service Management?

  • Has the product been a good partner in doing business?: 8.7/10 (Category avg: 8.9/10)
  • Administration Console: 8.9/10 (Category avg: 8.8/10)
  • Policy Dictation: 8.6/10 (Category avg: 8.2/10)
  • Process Workflow: 8.9/10 (Category avg: 8.7/10)

Who Is the Company Behind Jira Service Management?

  • Seller: Atlassian
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Sydney and San Francisco
  • LinkedIn® Page: www.linkedin.com
    16,946 employees on LinkedIn®
  • Ownership: NASDAQ:TEAM

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 43% Medium, 38% Large

What Do G2 Reviewers Say About Jira Service Management?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the user-friendly interface of Jira Service Management, allowing easy navigation without extensive training.
  • Users enjoy the seamless integrations of Jira Service Management, enhancing collaboration and efficiency across teams.
  • Users value the customizable automation rules in Jira Service Management, enhancing efficiency and streamlining workflows effectively.
  • Users find the ticket management system effective for tracking and prioritizing technical issues seamlessly.
  • Users appreciate the seamless integration with Atlassian tools, enhancing collaboration and customization for their teams.
Cons
  • Users find the steep learning curve of Jira Service Management challenging, particularly for new or non-technical teams.
  • Users find the steep learning curve of Jira Service Management challenging, particularly for new or non-technical teams.
  • Users find the steep learning curve of Jira Service Management challenging, particularly for new and non-technical teams.
  • Users face a complex setup for Jira Service Management, making it challenging for new and non-technical teams.
  • Users find the complex UI of Jira Service Management overwhelming, particularly for quick checks and custom reporting.

What Are Recent G2 Reviews of Jira Service Management?

What Are G2 Users Discussing About Jira Service Management?

Freshservice

Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires.

Average Rating: 4.6/5.0

Total Reviews: 1,340

How Do G2 Users Rate Freshservice?

  • Has the product been a good partner in doing business?: 9.0/10 (Category avg: 8.9/10)
  • Administration Console: 8.9/10 (Category avg: 8.8/10)
  • Policy Dictation: 8.1/10 (Category avg: 8.2/10)
  • Process Workflow: 8.8/10 (Category avg: 8.7/10)

Who Is the Company Behind Freshservice?

  • Seller: Freshworks
  • Company Website:
  • Year Founded: 2010
  • HQ Location: San Mateo, CA
  • LinkedIn® Page: www.linkedin.com
    7,783 employees on LinkedIn®
  • Ownership: NASDAQ: FRSH

Who Uses This Product?

  • Who Uses This: IT Manager, IT Director
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 60% Medium, 22% Large

What Do G2 Reviewers Say About Freshservice?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the intuitive and user-friendly UI of Freshservice, enhancing their overall experience significantly.
  • Users appreciate the intuitive user interface and robust integrations of Freshservice, enhancing collaboration and overall experience.
  • Users appreciate the automation features of Freshservice, enhancing efficiency and simplifying ticket management.
  • Users praise the excellent collaboration and seamless integrations with Microsoft Teams, enhancing ticket management efficiency.
  • Users value the efficient ticket management in Freshservice, enjoying seamless collaboration and easy navigation within the platform.
Cons
  • Users are disappointed by the lack of timely feature updates and the limited effectiveness of Freddy AI suggestions.
  • Users find the limited features of Freshservice insufficient for complex needs, leading to frustration and disappointment.
  • Users face a steep learning curve in adapting to Freshservice's features, requiring time and effort for effective configuration.
  • Users feel that the limited customization options hinder their ability to meet specific business needs effectively.
  • Users often face ticketing issues such as poor visibility and difficulties tracking updates, affecting their workflow.

What Are Recent G2 Reviews of Freshservice?

What Are G2 Users Discussing About Freshservice?

ManageEngine ServiceDesk Plus

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 is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

Average Rating: 4.2/5.0

Total Reviews: 250

How Do G2 Users Rate ManageEngine ServiceDesk Plus?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 8.9/10)
  • Administration Console: 8.6/10 (Category avg: 8.8/10)
  • Policy Dictation: 8.1/10 (Category avg: 8.2/10)
  • Process Workflow: 8.9/10 (Category avg: 8.7/10)

Who Is the Company Behind ManageEngine ServiceDesk Plus?

  • Seller: Zoho
  • Year Founded: 1996
  • HQ Location: Austin, TX
  • LinkedIn® Page: www.linkedin.com
    30,913 employees on LinkedIn®
  • Phone: +1 (888) 900-9646

Who Uses This Product?

  • Who Uses This: System Administrator, IT Manager
  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 58% Medium, 32% Large

What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the easy-to-use interface of ManageEngine ServiceDesk Plus, making navigation intuitive for everyone.
  • Users appreciate the extensive features and easy integrations of ManageEngine ServiceDesk Plus, enhancing daily task management.
  • Users appreciate the easy-to-use interface of ManageEngine ServiceDesk Plus, making it intuitive and accessible for all.
  • Users appreciate the comprehensive asset management features of ManageEngine ServiceDesk Plus, enhancing their operational efficiency.
  • Users praise the excellent customer support provided by ManageEngine, effectively resolving issues and assisting with various needs.
Cons
  • Users find the complexity of setup and customization in ManageEngine ServiceDesk Plus frustrating and time-consuming.
  • Users find the complex setup of ManageEngine ServiceDesk Plus time-consuming and requiring patience for effective customization.
  • Users find the learning curve steep, with a time-consuming setup and advanced features requiring significant training.
  • Users find the steep learning curve of ManageEngine ServiceDesk Plus challenging, especially with setup and advanced features.
  • Users find the limited features of ManageEngine ServiceDesk Plus hinder their ability to manage multiple tickets effectively.

What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus?

What Are G2 Users Discussing About ManageEngine ServiceDesk Plus?

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SysAid

Most AI tools tell IT what to do. SysAid's AI does it. SysAid pairs world-class ITSM with agentic AI built to act from day one, resolving incidents, fulfilling requests, triggering workflows, and deploying changes without anyone touching them. It's not a chatbot. It's the only platform built to run agentic AI on ITSM guardrails your team sets, with every action logged and every rule visible. No black box, no code required, no developers needed. Incident management, request fulfillment, change management, problem management, CMDB, SLAs, and knowledge management all run in one platform, live in weeks, not months. Your team stops drowning in repeat requests and starts driving the projects that actually move the business forward. End users get instant answers in natural language, without waiting on a ticket. And when results happen, you have the visibility to prove it to leadership.

Average Rating: 4.5/5.0

Total Reviews: 726

How Do G2 Users Rate SysAid?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 8.9/10)
  • Administration Console: 9.0/10 (Category avg: 8.8/10)
  • Policy Dictation: 8.3/10 (Category avg: 8.2/10)
  • Process Workflow: 8.9/10 (Category avg: 8.7/10)

Who Is the Company Behind SysAid?

  • Seller: SysAid
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Toronto, Canada
  • LinkedIn® Page: www.linkedin.com
    271 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, System Administrator
  • Top Industries: Information Technology and Services, Hospital & Health Care
  • Company Size: 60% Medium, 30% Large

What Do G2 Reviewers Say About SysAid?

AI-generated summary from verified user reviews

Pros
  • Users rave about the responsive customer support of SysAid, enhancing their overall experience and satisfaction.
  • Users value the ease of use in SysAid, which streamlines IT service management and boosts efficiency.
  • Users commend the automation features of SysAid, significantly improving response times and overall efficiency.
  • Users appreciate the comprehensive suite of features in SysAid, enhancing productivity and simplifying IT service management.
  • Users value the efficient ticket management of SysAid, streamlining workflows and enhancing asset tracking effectively.
Cons
  • Users find the missing features in SysAid to be frustrating and time-consuming to access and utilize effectively.
  • Users note a steep learning curve with SysAid, finding the setup and customization complex and time-consuming.
  • Users find the clunky interface of SysAid frustrating, highlighting the need for simplification and modernization.
  • Users express frustration with poor customer support, highlighting long response times and unreliable assistance in resolving issues.
  • Users find the complex setup of SysAid challenging, with difficult configurations and unoptimized mobile performance hindering efficiency.

What Are Recent G2 Reviews of SysAid?

What Are G2 Users Discussing About SysAid?

Ivanti ITSM

Ivanti Neurons for ITSM delivers modern, AI‑powered service management that transforms how organizations operate. By combining intelligent automation, predictive insights, and unified IT and security workflows, it accelerates resolutions, enhances productivity, and reduces operational risk. With capabilities that span discovery, incident and request management, automated task orchestration, and real‑time performance measurement, Ivanti Neurons for ITSM helps teams streamline processes, improve user experiences, and achieve meaningful IT and business outcomes, from lowering costs and expanding service management beyond IT, to driving continuous improvement across the enterprise.

Average Rating: 4.0/5.0

Total Reviews: 310

How Do G2 Users Rate Ivanti ITSM?

  • Has the product been a good partner in doing business?: 8.1/10 (Category avg: 8.9/10)
  • Administration Console: 6.3/10 (Category avg: 8.8/10)
  • Policy Dictation: 7.3/10 (Category avg: 8.2/10)
  • Process Workflow: 8.3/10 (Category avg: 8.7/10)

Who Is the Company Behind Ivanti ITSM?

  • Seller: Ivanti
  • Company Website:
  • Year Founded: 1985
  • HQ Location: South Jordan, UT
  • LinkedIn® Page: www.linkedin.com
    3,026 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Hospital & Health Care
  • Company Size: 53% Large, 33% Medium

What Do G2 Reviewers Say About Ivanti ITSM?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the proactive customer support of Ivanti Neurons, enhancing their ITSM experience significantly.
  • Users value the customizability of Ivanti Neurons for ITSM, effectively tailoring features to meet their specific needs.
  • Users value the customization options of Ivanti Neurons for ITSM, enabling tailored setups to meet specific needs.
  • Users find Ivanti Neurons for ITSM to be easy to use, providing a solid solution despite interface concerns.
  • Users appreciate the easy integrations provided by Ivanti Neurons for ITSM, enhancing their overall service management experience.
Cons
  • Users face a clunky interface that complicates migration and makes feature requests feel ineffective.
  • Users face compatibility issues due to disjointed modules and a steep learning curve, complicating effective usage.
  • Users face a steep learning curve with Ivanti Neurons for ITSM, complicating the realization of its full potential.
  • Users face a steep learning curve with Ivanti Neurons for ITSM, needing time and support to fully utilize its features.
  • Users find the limited customization options time-consuming and often requiring costly support for implementation.

What Are Recent G2 Reviews of Ivanti ITSM?

What Are G2 Users Discussing About Ivanti ITSM?

SolarWinds Service Desk

Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery.

Average Rating: 4.3/5.0

Total Reviews: 783

How Do G2 Users Rate SolarWinds Service Desk?

  • Has the product been a good partner in doing business?: 9.0/10 (Category avg: 8.9/10)
  • Administration Console: 8.8/10 (Category avg: 8.8/10)
  • Policy Dictation: 7.5/10 (Category avg: 8.2/10)
  • Process Workflow: 8.7/10 (Category avg: 8.7/10)

Who Is the Company Behind SolarWinds Service Desk?

Who Uses This Product?

  • Who Uses This: IT Manager, Systems Administrator
  • Top Industries: Information Technology and Services, Hospital & Health Care
  • Company Size: 67% Medium, 23% Large

What Do G2 Reviewers Say About SolarWinds Service Desk?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use and editing capabilities in SolarWinds Service Desk's ticketing system for efficient issue resolution.
  • Users value the efficient asset management capabilities of SolarWinds Service Desk for streamlined operations and issue resolution.
  • Users find the ease of use of SolarWinds Service Desk invaluable for efficient ticket management and support.
  • Users appreciate the ease of ticket management in SolarWinds Service Desk, enhancing issue resolution and reporting efficiency.
  • Users appreciate the user-friendly interface of SolarWinds Service Desk, enhancing navigation and customization for effective processes.
Cons
  • Users highlight missing features in SolarWinds Service Desk, limiting effectiveness for large enterprises requiring extensive customizations.
  • Users find it challenging to search for specific assets due to inconsistencies and lack of advanced automation in SolarWinds Service Desk.
  • Users experience insufficient information in SolarWinds Service Desk, leading to challenges in device management and data analysis.
  • Users note the limited features of SolarWinds Service Desk, desiring more customizations and advanced automation options.
  • Users note the limitations in features and mobile access for SolarWinds Service Desk, impacting large enterprise needs.

What Are Recent G2 Reviews of SolarWinds Service Desk?

What Are G2 Users Discussing About SolarWinds Service Desk?

TeamDynamix IT Service Management

TeamDynamix is a no-code AI-powered ITSM/ESM platform with AI-native automation, virtual support agents, and enterprise-wide integration. Deflect 30-60% of tickets, resolve tickets 40-90% faster, eliminate 2-3 months of manual tasks, and reduce overhead.

Average Rating: 4.5/5.0

Total Reviews: 100

How Do G2 Users Rate TeamDynamix IT Service Management?

  • Has the product been a good partner in doing business?: 9.5/10 (Category avg: 8.9/10)
  • Administration Console: 7.8/10 (Category avg: 8.8/10)
  • Policy Dictation: 6.5/10 (Category avg: 8.2/10)
  • Process Workflow: 7.8/10 (Category avg: 8.7/10)

Who Is the Company Behind TeamDynamix IT Service Management?

Who Uses This Product?

  • Top Industries: Higher Education, Education Management
  • Company Size: 46% Medium, 45% Large

What Are Recent G2 Reviews of TeamDynamix IT Service Management?

What Are G2 Users Discussing About TeamDynamix IT Service Management?

EasyVista Service Manager

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 analytics.

Average Rating: 4.0/5.0

Total Reviews: 97

How Do G2 Users Rate EasyVista Service Manager?

  • Has the product been a good partner in doing business?: 8.2/10 (Category avg: 8.9/10)
  • Administration Console: 7.8/10 (Category avg: 8.8/10)
  • Policy Dictation: 7.9/10 (Category avg: 8.2/10)
  • Process Workflow: 9.0/10 (Category avg: 8.7/10)

Who Is the Company Behind EasyVista Service Manager?

  • Seller: EasyVista
  • Year Founded: 1988
  • HQ Location: Noisy-le-Grand
  • LinkedIn® Page: www.linkedin.com
    365 employees on LinkedIn®
  • Ownership: EPA: ALEZV

Who Uses This Product?

  • Top Industries: Information Technology and Services, Higher Education
  • Company Size: 61% Large, 30% Medium

What Do G2 Reviewers Say About EasyVista Service Manager?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the seamless integrations of EasyVista Service Manager, enhancing ease of use and overall functionality.
  • Users praise the ease of use of EasyVista Service Manager, finding it accessible and straightforward for daily operations.
  • Users value the flexibility of EasyVista Service Manager, enabling tailored solutions that fit diverse organizational needs.
  • Users appreciate the fast and easy implementation of EasyVista Service Manager, enhancing their overall user experience.
  • Users value the responsive customer support of EasyVista Service Manager, enhancing their experience with the tool.
Cons
  • Users find the complex configuration process requires initial consultancy, complicating the onboarding experience with EasyVista.
  • Users find the complexity of EasyVista Service Manager cumbersome, particularly during development processes.
  • Users find the limited reporting capabilities of EasyVista Service Manager frustrating, often necessitating external tools for better analytics.
  • Users find the complex setup of EasyVista Service Manager requires consultancy support for an effective start.
  • Users find the confusing interface hinders usability, making it difficult to understand and navigate certain features.

What Are Recent G2 Reviews of EasyVista Service Manager?

What Are G2 Users Discussing About EasyVista Service Manager?

Hornbill Service Manager

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.

Average Rating: 4.5/5.0

Total Reviews: 136

How Do G2 Users Rate Hornbill Service Manager?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 8.9/10)
  • Administration Console: 8.7/10 (Category avg: 8.8/10)
  • Policy Dictation: 7.7/10 (Category avg: 8.2/10)
  • Process Workflow: 8.8/10 (Category avg: 8.7/10)

Who Is the Company Behind Hornbill Service Manager?

  • Seller: Hornbill
  • Year Founded: 1995
  • HQ Location: Ruislip, UNITED KINGDOM
  • LinkedIn® Page: www.linkedin.com
    178 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Government Administration
  • Company Size: 58% Large, 39% Medium

What Are Recent G2 Reviews of Hornbill Service Manager?

BMC Helix ITSM

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

Average Rating: 3.7/5.0

Total Reviews: 288

How Do G2 Users Rate BMC Helix ITSM?

  • Has the product been a good partner in doing business?: 7.9/10 (Category avg: 8.9/10)
  • Administration Console: 7.6/10 (Category avg: 8.8/10)
  • Policy Dictation: 7.6/10 (Category avg: 8.2/10)
  • Process Workflow: 9.0/10 (Category avg: 8.7/10)

Who Is the Company Behind BMC Helix ITSM?

Who Uses This Product?

  • Who Uses This: Manager
  • Top Industries: Information Technology and Services, Telecommunications
  • Company Size: 75% Large, 21% Medium

What Do G2 Reviewers Say About BMC Helix ITSM?

AI-generated summary from verified user reviews

Pros
  • Users commend the ease of use of BMC Helix ITSM, citing fast navigation and intuitive task management options.
  • Users find BMC Helix ITSM user-friendly and efficient for managing tickets, thanks to its simple UI and filtering options.
  • Users appreciate the navigation ease of BMC Helix ITSM, finding it simple to locate tickets and tasks.
Cons
  • Users often face integration issues with BMC Helix ITSM, causing accessibility problems with other devices.
  • Users find the long processing time in BMC Helix ITSM to be a significant drawback affecting usability.

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OpenText Service Management Automation X (SMAX)

OpenText™ SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.

Average Rating: 4.2/5.0

Total Reviews: 70

How Do G2 Users Rate OpenText Service Management Automation X (SMAX)?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 8.9/10)
  • Administration Console: 8.7/10 (Category avg: 8.8/10)
  • Policy Dictation: 8.3/10 (Category avg: 8.2/10)
  • Process Workflow: 9.0/10 (Category avg: 8.7/10)

Who Is the Company Behind OpenText Service Management Automation X (SMAX)?

  • Seller: OpenText
  • Year Founded: 1991
  • HQ Location: Waterloo, ON
  • LinkedIn® Page: www.linkedin.com
    22,835 employees on LinkedIn®
  • Ownership: NASDAQ:OTEX
  • Phone: +1-519-888-7111

Who Uses This Product?

  • Top Industries: Information Technology and Services
  • Company Size: 58% Large, 25% Medium

What Do G2 Reviewers Say About OpenText Service Management Automation X (SMAX)?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of OpenText SMAX, which enhances user experience and improves testing efficiency.
  • Users find OpenText SMAX very helpful for enhancing user experience and supporting various testing types.
  • Users value the seamless cloud integrations of OpenText SMAX, enhancing functionality with continuous updates.
  • Users commend the continuous updates and integration with cloud services, making it a preferred choice in the market.
  • Users value the ongoing software updates that enhance integration with cloud services and improve functionality.
Cons
  • Users experience integration issues with OpenText SMAX, resulting in inefficiencies during application development and delivery.
  • Users feel that the limited customization restricts developers' skills and compromises the development process.

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TOPdesk

TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friendly application, expert consultants and knowledgeable support team. With over 25 years of experience, 4,500+ customers worldwide and offices in 11 countries, TOPdesk is continually expanding and imparting knowledge and expertise globally, while remaining loyal to its customer focused values.

Average Rating: 4.1/5.0

Total Reviews: 28

How Do G2 Users Rate TOPdesk?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 8.9/10)
  • Administration Console: 8.7/10 (Category avg: 8.8/10)
  • Policy Dictation: 8.5/10 (Category avg: 8.2/10)
  • Process Workflow: 8.2/10 (Category avg: 8.7/10)

Who Is the Company Behind TOPdesk?

Who Uses This Product?

  • Company Size: 57% Medium, 40% Large

What Do G2 Reviewers Say About TOPdesk?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the user-friendly experience of TOPdesk, highlighting its effective report generation and auto population features.
  • Users appreciate the knowledge database integration in TOPdesk's asset management, enhancing support and information access.
  • Users appreciate the automation features of TOPdesk, particularly for report generation and data auto population.
  • Users appreciate the reliable customer support of TOPdesk, which is always available when needed.
  • Users enjoy the user-friendly experience of TOPdesk, making it easy to navigate and use effectively.
Cons
  • Users find the ticketing issues of TOPdesk cumbersome, with excessive clicks and lack of external acknowledgment features.
  • Users find the lack of external acknowledgment options and automatic email allocation limits TOPdesk's effectiveness.
  • Users note a learning curve to find options in TOPdesk, but it becomes simpler with familiarity over time.
  • Users are disappointed by the missing features in TOPdesk, such as automated email allocation and external acknowledgments.

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IFS assyst

IFS assyst is an Enterprise Service Management (ESM) and IT Service Management (ITSM) solution provided by IFS. It’s designed to help organizations automate workflows, enhance service and support quality, and boost customer satisfaction across various industries. We deliver frictionless customer and employee experiences, one intelligent workflow at a time. Our modern service management technology lets you automate service delivery and support so your customers get what they need fast, and you can focus on building the future of your organization. IFS assyst is uniquely easy to buy, set up, use, and upgrade. Whether you’re in IT, HR, Facilities, Finance, or any other team that provides services to customers and employees, IFS assyst puts service management technology within your reach. Our process automation takes the boring out of everyday tasks, allowing you to focus on work that matters. Global brands trust IFS assyst to automate complex business processes easily without fuss. Everyday we assyst!

Average Rating: 3.5/5.0

Total Reviews: 14

How Do G2 Users Rate IFS assyst?

  • Has the product been a good partner in doing business?: 7.9/10 (Category avg: 8.9/10)
  • Process Workflow: 5.0/10 (Category avg: 8.7/10)

Who Is the Company Behind IFS assyst?

  • Seller: IFS
  • Year Founded: 1983
  • HQ Location: Linkoping , Sweden
  • LinkedIn® Page: www.linkedin.com
    9,233 employees on LinkedIn®
  • Ownership: STO: IFS

Who Uses This Product?

  • Top Industries: Information Technology and Services
  • Company Size: 79% Large, 29% Medium

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BMC FootPrints

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 users.

Average Rating: 3.5/5.0

Total Reviews: 57

How Do G2 Users Rate BMC FootPrints?

  • Has the product been a good partner in doing business?: 8.1/10 (Category avg: 8.9/10)
  • Administration Console: 4.2/10 (Category avg: 8.8/10)
  • Policy Dictation: 5.0/10 (Category avg: 8.2/10)
  • Process Workflow: 6.5/10 (Category avg: 8.7/10)

Who Is the Company Behind BMC FootPrints?

Who Uses This Product?

  • Top Industries: Higher Education, Law Practice
  • Company Size: 60% Large, 39% Medium

What Are Recent G2 Reviews of BMC FootPrints?

What Are G2 Users Discussing About BMC FootPrints?