# Best IT Service Management Tools with Policy Dictation Capabilities

## How Many IT Service Management Tools Products Does G2 Track?

**Total Products under this Category:** 180

### Category Stats (Aug 2026)

- **Average Rating:** 4.37/5 (↑0.01 vs Jul 2026) The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Wavity Help and Service Desk (+2.93%) - Among all products in this category, Wavity Help and Service Desk recorded the largest rating increase compared to last month

_Last updated: August 01, 2026_

## How Does G2 Rank IT Service Management Tools Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 37,300+ Authentic Reviews
- 180+ 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](https://www.g2.com/categories/it-service-management-itsm-tools/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=5231&focus%5B%5D=2864&focus%5B%5D=16222&focus%5B%5D=25675&focus%5B%5D=929&focus%5B%5D=1404685)

Highlighted products: ServiceNow IT Service Management, NinjaOne, Jira Service Management, Freshservice, Atera, ClickUp, Autotask, 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=ninjaone&focus%5B%5D=jira-service-management&focus%5B%5D=freshservice&focus%5B%5D=atera&focus%5B%5D=clickup&focus%5B%5D=autotask&focus%5B%5D=monday-service)

**Sponsored**

### SysAid

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1482&secure%5Bchosen_at%5D=2026-08-15T08%3A30%3A46Z&secure%5Bdisplayable_resource_id%5D=1482&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1482&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2647&secure%5Bresource_id%5D=1482&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fit-service-management-itsm-tools%2Ff%2Fpolicy-dictation&secure%5Btoken%5D=2673e9e7b94ca245ce26b2d2f5d0d19b0eded3f8bf07d61dcf9bd260028739ad&secure%5Burl%5D=https%3A%2F%2Fwww.sysaid.com%2Flp%2Foverview-ai-itsm%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_clicks%26sysaidlsd%3Dhelp-desk&secure%5Burl_type%5D=custom_url)

### [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)

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:** 966

#### 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:** 8.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Jira Service Management?

- **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian)
- **Company Website:** www.atlassian.com
- **Year Founded:** 2002
- **HQ Location:** Sydney and San Francisco
- **Twitter:** @Atlassian  
106,496 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website)  
21,081 employees on LinkedIn®

#### 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 **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization.
- Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams.
- Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications.
- Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations.
- Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue management.

##### Cons

- Users highlight the **steep learning curve** of Jira Service Management, making it challenging for new or non-technical teams.
- Users find the **steep learning curve** of Jira Service Management daunting, making initial setup and configuration challenging.
- Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams.
- Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams.
- Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow.

#### What Are Recent G2 Reviews of Jira Service Management?

**["Clear Ticket Visibility and Smooth Communication in Jira Service Management"](https://www.g2.com/survey_responses/jira-service-management-review-13195687)**

**Rating:** 5.0/5.0 stars

_— Sree K._

[Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13195687)

**["Seamless Jira Integration That Streamlines Service Requests and Support Workflows"](https://www.g2.com/survey_responses/jira-service-management-review-13071435)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

[Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435)

#### What Are G2 Users Discussing About Jira Service Management?

- [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote
- [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment
- [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software)
- [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment
- [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments

### [Freshservice](https://www.g2.com/products/freshservice/reviews)

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:** 1,305

#### How Do G2 Users Rate Freshservice?

- **Has the product been a good partner in doing business?:** 9.1/10 (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](https://www.g2.com/sellers/freshworks)
- **Company Website:** www.freshworks.com
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
7,505 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager, IT Director
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 61% Medium, 21% Large

#### What Do G2 Reviewers Say About Freshservice?

_AI-generated summary from verified user reviews_

##### Pros

- Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management.
- Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities.
- Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes.
- Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience.
- Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes.

##### Cons

- Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities.
- Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management.
- Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration.
- Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs.
- Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management.

#### What Are Recent G2 Reviews of Freshservice?

**["Freshservice Simplifies Support with Easy Ticketing and Time-Saving Automation,"](https://www.g2.com/survey_responses/freshservice-review-13241098)**

**Rating:** 5.0/5.0 stars

_— J Raghu V._

[Read full review](https://www.g2.com/survey_responses/freshservice-review-13241098)

**["Freshservice: Intuitive ITSM with Powerful Automation and Asset Tracking"](https://www.g2.com/survey_responses/freshservice-review-13239057)**

**Rating:** 5.0/5.0 stars

_— patan b._

[Read full review](https://www.g2.com/survey_responses/freshservice-review-13239057)

#### What Are G2 Users Discussing About Freshservice?

- [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote

### [SysAid](https://www.g2.com/products/sysaid/reviews)

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you.

**Average Rating:** 4.5/5.0

**Total Reviews:** 718

#### 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](https://www.g2.com/sellers/sysaid)
- **Company Website:** www.sysaid.com
- **Year Founded:** 2002
- **HQ Location:** Toronto, Canada
- **Twitter:** @sysaid  
9,591 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6e57e0684b7352c17bf14e10dc7aeb9f1071d8c107de0bf4a9f28d020b0f8231&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F132666%2F&secure%5Burl_type%5D=linkedin_company_website)  
264 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 value the **ease of use** of SysAid, enhancing efficiency in IT service management and support tasks.
- Users praise the **excellent customer support** from SysAid that enhances their ticket management and communication processes.
- Users commend SysAid's **automation features** for enhancing efficiency in ticket routing and improving response times.
- Users appreciate the **robust ITSM features** of SysAid, enabling efficient ticketing, asset tracking, and automated workflows.
- Users value the **efficient ticket management** in SysAid, enhancing service delivery and asset tracking seamlessly.

##### Cons

- Users find the **missing features** in SysAid limiting, especially regarding API functionality and reporting capabilities.
- Users experience a **steep learning curve** with SysAid due to complex setup and extensive customization options.
- Users find the **clunky interface** of SysAid challenging, affecting usability and efficiency in managing tasks.
- Users experience **poor customer support** with slow response and resolution times, leading to frustrating delays and unresolved 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?

**["SysAid meets you HelpDesk needs"](https://www.g2.com/survey_responses/sysaid-review-8279742)**

**Rating:** 5.0/5.0 stars

_— Paul D._

[Read full review](https://www.g2.com/survey_responses/sysaid-review-8279742)

**["Strong User Experience with Room for Developer Documentation Improvements"](https://www.g2.com/survey_responses/sysaid-review-12829911)**

**Rating:** 4.5/5.0 stars

_— Barry Q._

[Read full review](https://www.g2.com/survey_responses/sysaid-review-12829911)

#### What Are G2 Users Discussing About SysAid?

- [What is SysAid used for?](https://www.g2.com/discussions/what-is-sysaid-used-for) - 1 comment
- [How do I upgrade my SysAid?](https://www.g2.com/discussions/how-do-i-upgrade-my-sysaid) - 1 comment
- [Why did you choose service management program?](https://www.g2.com/discussions/why-did-you-choose-service-management-program) - 1 comment
- [How much are Sysaids?](https://www.g2.com/discussions/how-much-are-sysaids)
- [Are Sysaids free?](https://www.g2.com/discussions/are-sysaids-free) - 1 comment

### [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews)

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:** 777

#### 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?

- **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **Company Website:** www.solarwinds.com
- **Year Founded:** 1999
- **HQ Location:** Austin, TX
- **Twitter:** @solarwinds  
19,570 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,824 employees on LinkedIn®

#### 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 reporting capabilities** of SolarWinds Service Desk for efficient ticket management.
- Users appreciate the **comprehensive asset management** in SolarWinds Service Desk, enhancing efficiency and customization for their needs.
- Users appreciate the **ease of use** of SolarWinds Service Desk, making it simple to manage support requests efficiently.
- Users value the **ease of ticket submission** in SolarWinds Service Desk, facilitating smooth operations for their teams.
- Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes accessible and efficient.

##### Cons

- Users find **missing features** in SolarWinds Service Desk, leading to limitations in handling large enterprise needs.
- Users find the **search functionality challenging** , particularly when looking for specific asset tag numbers without ticket numbers.
- Users find the **insufficient information** in SolarWinds service desk challenging, affecting device management and troubleshooting efficiency.
- Users note the **limited features** of SolarWinds Service Desk, feeling it lacks advanced automation and customization options.
- Users experience **app limitations** regarding feature access, customizations, and mobile device usability in SolarWinds Service Desk.

#### What Are Recent G2 Reviews of SolarWinds Service Desk?

**["Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)**

**Rating:** 5.0/5.0 stars

_— Lakhan N._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)

**["Simplified Ticket Management, Needs Better Integrations"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)**

**Rating:** 4.5/5.0 stars

_— Deborah W._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)

#### What Are G2 Users Discussing About SolarWinds Service Desk?

- [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for)
- [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work)
- [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk)
- [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk)
- [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise)

### [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews)

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:** 281

#### How Do G2 Users Rate Ivanti Neurons for ITSM?

- **Has the product been a good partner in doing business?:** 8.0/10 (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 Neurons for ITSM?

- **Seller:** [Ivanti](https://www.g2.com/sellers/ivanti)
- **Company Website:** www.ivanti.com
- **Year Founded:** 1985
- **HQ Location:** South Jordan, UT
- **Twitter:** @GoIvanti  
6,761 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1219618e5715f20de371f90ac77cc74302ef129093a859a1ffcfea0fe1059649&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F15224185%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,023 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Hospital & Health Care
- **Company Size:** 53% Large, 31% Medium

#### What Do G2 Reviewers Say About Ivanti Neurons for ITSM?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **responsive customer support** of Ivanti Neurons for ITSM, enhancing user experience and satisfaction.
- Users value the **customizability** of Ivanti Neurons for ITSM, easily adapting it to fit their specific needs.
- Users value the **customization options** in Ivanti Neurons for ITSM, allowing tailored solutions for their unique 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 find the **clunky interface** of Ivanti Neurons frustrating, particularly when dealing with migration and feature requests.
- Users face **compatibility issues** , struggling with disjointed modules and time-consuming customizations requiring additional support.
- Users face a **steep learning curve** , making it challenging to fully utilize Ivanti Neurons for ITSM's diverse and powerful modules.
- Users face a **steep learning curve** to effectively utilize Ivanti Neurons, complicating their return on investment.
- Users find the **limited customization** options time-consuming and often need extra support, impacting their overall experience.

#### What Are Recent G2 Reviews of Ivanti Neurons for ITSM?

**["Automation and Flexible Workflows That Boost Service Desk Efficiency with AI"](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12838676)**

**Rating:** 4.5/5.0 stars

_— Chitra M._

[Read full review](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12838676)

**["Clear Ticket Ownership and Progress Tracking with Ivanti Neurons for ITSM"](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12754907)**

**Rating:** 4.5/5.0 stars

_— Nijat I._

[Read full review](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12754907)

### [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews)

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:** 244

#### 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](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704)
- **Year Founded:** 1996
- **HQ Location:** Austin, TX
- **Twitter:** @Zoho  
137,880 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c8e45ddb296c32c6c5597ef9ba945c94562c57624f7bd1dcf1a9e9931f71578&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F38373%2F&secure%5Burl_type%5D=linkedin_company_website)  
30,766 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:** 59% Medium, 31% Large

#### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus?

_AI-generated summary from verified user reviews_

##### Pros

- Users find ManageEngine ServiceDesk Plus to have a **user-friendly interface** , making it easy for both requesters and technicians.
- Users appreciate the **wide range of useful features** in ManageEngine ServiceDesk Plus, which enhances their everyday tasks.
- Users find the **user-friendly UI** of ManageEngine ServiceDesk Plus enhances their experience for both requesters and technicians.
- Users value the **asset management capabilities** of ManageEngine ServiceDesk Plus for effective tracking and organization.
- Users commend the **excellent customer support** of ManageEngine ServiceDesk Plus for prompt and effective issue resolution.

##### Cons

- Users find the **complexity of setup and customization** in ManageEngine ServiceDesk Plus to be time-consuming and challenging.
- Users find the **complex setup** challenging, making initial configuration and customization time-consuming and difficult.
- Users find the **learning curve steep** due to time-consuming setups, advanced configurations, and significant upgrades requiring relearning.
- Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and advanced features.
- Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage tickets effectively.

#### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus?

**["A feature rich tool for IT management."](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)**

**Rating:** 4.5/5.0 stars

_— Pawan K._

[Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)

**["Highly Customizable ITSM with Room for Agile Improvements"](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)**

**Rating:** 4.5/5.0 stars

_— Melih ._

[Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)

#### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus?

- [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote
- [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote
- [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost)
- [What is ManageEngine software?](https://www.g2.com/discussions/what-is-manageengine-software)
- [What is ManageEngine ServiceDesk plus?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus)

### [TeamDynamix IT Service Management](https://www.g2.com/products/teamdynamix-it-service-management/reviews)

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?

- **Seller:** [TeamDynamix](https://www.g2.com/sellers/teamdynamix)
- **Year Founded:** 2001
- **HQ Location:** Columbus, Ohio
- **Twitter:** @TDXBuzz  
1,049 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8249b19ee2fd233d1852e01c26a849abcf782b644eeea69d2cac29a5a3a13a3c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1494030%2F&secure%5Burl_type%5D=linkedin_company_website)  
166 employees on LinkedIn®

#### 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?

**["Highly Configurable Service Desk That Keeps IT Operations Connected"](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12913261)**

**Rating:** 5.0/5.0 stars

_— Robert C._

[Read full review](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12913261)

**["Reliable Web-Based SaaS with Strong Workflows, Integrations, and Helpful AI Features"](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12915982)**

**Rating:** 5.0/5.0 stars

_— Kevin M._

[Read full review](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12915982)

#### What Are G2 Users Discussing About TeamDynamix IT Service Management?

- [What is TeamDynamix IT Service Management used for?](https://www.g2.com/discussions/what-is-teamdynamix-it-service-management-used-for)
- [What does Teamdynamix do?](https://www.g2.com/discussions/what-does-teamdynamix-do)
- [How do you manage a project portfolio?](https://www.g2.com/discussions/how-do-you-manage-a-project-portfolio)
- [What is Team dynamics software?](https://www.g2.com/discussions/what-is-team-dynamics-software)
- [Does TeamDynamix have an app?](https://www.g2.com/discussions/does-teamdynamix-have-an-app)

### [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews)

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](https://www.g2.com/sellers/easyvista)
- **Year Founded:** 1988
- **HQ Location:** Noisy-le-Grand
- **Twitter:** @EasyVista  
1,283 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f95ddc6ee892e017666c8d9f0801aa2395c19cec40f851e81a3ec8f3f69b0c3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F65515%2F&secure%5Burl_type%5D=linkedin_company_website)  
375 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 highlight the **excellent integration capabilities** of EasyVista Service Manager, enhancing usability and flexibility across platforms.
- Users love the **ease of use** of EasyVista Service Manager, making it simple to implement and configure.
- Users value the **flexibility** of EasyVista Service Manager, enabling tailored solutions that adapt to diverse organizational needs.
- Users value the **fast and easy implementation** of EasyVista Service Manager, enhancing their overall experience efficiently.
- Users appreciate the **excellent customer support** provided by EasyVista Service Manager, enhancing their overall experience significantly.

##### Cons

- Users find that the **complex configuration** requires initial consultancy support to get EasyVista up and running effectively.
- Users find the **complexity in some steps** cumbersome, particularly from a development perspective, affecting usability.
- Users find the **limited reporting capabilities** of EasyVista Service Manager insufficient, needing external tools for advanced analytics.
- Users find the **complex setup** of EasyVista Service Manager requires initial consultancy support to start effectively.
- Users find the **confusing interface** of EasyVista Service Manager challenging, making navigation and action clarity difficult.

#### What Are Recent G2 Reviews of EasyVista Service Manager?

**["A powerful and evolving ITSM platform"](https://www.g2.com/survey_responses/easyvista-service-manager-review-12851529)**

**Rating:** 5.0/5.0 stars

_— Isona B._

[Read full review](https://www.g2.com/survey_responses/easyvista-service-manager-review-12851529)

**["Great for Structured Workflows and Ticket Consolidation, Though UI Feels Outdated"](https://www.g2.com/survey_responses/easyvista-service-manager-review-12896090)**

**Rating:** 5.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/easyvista-service-manager-review-12896090)

#### What Are G2 Users Discussing About EasyVista Service Manager?

- [What needs improvement with EasyVista Service Manager to better meet IT service management needs?](https://www.g2.com/discussions/what-needs-improvement-with-easyvista-service-manager-to-better-meet-it-service-management-needs)
- [What is EasyVista Service Manager used for?](https://www.g2.com/discussions/what-is-easyvista-service-manager-used-for)

### [Hornbill Service Manager](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews)

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](https://www.g2.com/sellers/hornbill)
- **Year Founded:** 1995
- **HQ Location:** Ruislip, UNITED KINGDOM
- **Twitter:** @Hornbill  
957 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e485e656442db4122fe0cbe551bd5d2ef38e6800fb0f46d44e2e95608b01ac97&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhornbill&secure%5Burl_type%5D=linkedin_company_website)  
172 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?

**["A feature rich service management solution and good value proposition"](https://www.g2.com/survey_responses/hornbill-service-manager-review-5443181)**

**Rating:** 4.0/5.0 stars

_— Simon A._

[Read full review](https://www.g2.com/survey_responses/hornbill-service-manager-review-5443181)

**["Efficient and User friendly: Hornbill Service Manager"](https://www.g2.com/survey_responses/hornbill-service-manager-review-9634818)**

**Rating:** 4.0/5.0 stars

_— Aaditya P._

[Read full review](https://www.g2.com/survey_responses/hornbill-service-manager-review-9634818)

### [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)

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:** 283

#### 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?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Manager
- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 76% Large, 21% Medium

#### What Do G2 Reviewers Say About BMC Helix ITSM?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of BMC Helix ITSM, enabling fast navigation and efficient task management.
- Users praise the **fast and user-friendly ticket management** of BMC Helix ITSM, enhancing task efficiency and reporting accuracy.
- Users love the **navigation ease** of BMC Helix ITSM, finding it user-friendly and intuitive for managing tasks.

##### Cons

- Users often face **integration issues** with BMC Helix ITSM, making the service unreachable at times.
- Users note that the **UI processing time** of BMC Helix ITSM is slow, affecting overall satisfaction.

#### What Are Recent G2 Reviews of BMC Helix ITSM?

**["Good Tool for Managing IT Support"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13240974)**

**Rating:** 4.5/5.0 stars

_— Verified User in Dairy_

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13240974)

**["Flexible, Enterprise-Grade ITSM That Scales for Complex Processes"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)**

**Rating:** 4.5/5.0 stars

_— Sachin A._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)

#### What Are G2 Users Discussing About BMC Helix ITSM?

- [What is BMC Asset Management?](https://www.g2.com/discussions/what-is-bmc-asset-management)
- [What is BMC Software used for?](https://www.g2.com/discussions/what-is-bmc-software-used-for)
- [What is remedy Helix?](https://www.g2.com/discussions/what-is-remedy-helix)
- [What is BMC Helix ITSM?](https://www.g2.com/discussions/what-is-bmc-helix-itsm)

### [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)

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](https://www.g2.com/sellers/opentext)
- **Year Founded:** 1991
- **HQ Location:** Waterloo, ON
- **Twitter:** @OpenText  
21,565 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c339a6555764b5ffce77c3df08d6ed9c9b1cb1ee1baeebac8435f0485b7cca5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2709%2F&secure%5Burl_type%5D=linkedin_company_website)  
23,048 employees on LinkedIn®
- **Ownership:** NASDAQ:OTEX

#### 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 find the **ease of use** in OpenText SMAX enhances their experience and saves valuable time during testing.
- Users find OpenText SMAX **easy to use** , enhancing their experience and supporting various testing scenarios effectively.
- Users value the **seamless integrations** with cloud services and appreciate the continuous improvements through updates.
- Users value the **continuous updates and integration with cloud services** , enhancing their overall experience with SMAX.
- Users appreciate the **regular software updates** that enhance functionality and improve integration with cloud services.

##### Cons

- Users find the **integration issues** of SMAX lead to inefficiencies in application development and delivery processes.
- Users feel frustrated by the **limited customization** , which hinders developers' ability to fully utilize their skills.

#### What Are Recent G2 Reviews of OpenText Service Management Automation X (SMAX)?

**["Application Development and its integration"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)**

**Rating:** 5.0/5.0 stars

_— Jonathan N._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)

**["Compatibility issues and project delays"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)**

**Rating:** 5.0/5.0 stars

_— Jorge R._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)

#### What Are G2 Users Discussing About OpenText Service Management Automation X (SMAX)?

- [What does Micro Focus Service Management Automation X (Smax) do?](https://www.g2.com/discussions/what-does-micro-focus-service-management-automation-x-smax-do)
- [What is service management automation?](https://www.g2.com/discussions/what-is-service-management-automation)
- [What is MF Smax?](https://www.g2.com/discussions/what-is-mf-smax)
- [What is Smax tool?](https://www.g2.com/discussions/what-is-smax-tool)

### [TOPdesk](https://www.g2.com/products/topdesk/reviews)

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?

- **Seller:** [TOPdesk](https://www.g2.com/sellers/topdesk)
- **HQ Location:** Delft, Zuid-Holland
- **Twitter:** @TOPdesk  
1,756 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9ef4cf39919a3e314cf4d82fa6563ca065bc660c8446360e392261d9095d8eb0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F19360%2F&secure%5Burl_type%5D=linkedin_company_website)  
721 employees on LinkedIn®

#### 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** and robust features of TOPdesk for efficient report generation and ticketing.
- Users value the **asset management capabilities** of TOPdesk, enhancing organization and efficiency in tracking resources.
- Users appreciate the **automation features** of TOPdesk, particularly for report generation and auto population benefits.
- Users value the **always available customer support** in TOPdesk, enhancing their overall user experience.
- Users appreciate the **user-friendly experience** of TOPdesk, making integration and support seamless and efficient.

##### Cons

- Users find the **ticketing system cumbersome** , requiring excessive clicks and lacking external acknowledgment options.
- Users find the lack of **external acknowledgement options** and automatic email allocation frustrating in TOPdesk.
- Users find the **learning curve challenging** , as locating specific options can take time before becoming intuitive.
- Users miss the **lack of email acknowledgment options** for external stakeholders, limiting communication efficiency.

#### What Are Recent G2 Reviews of TOPdesk?

**["Effortless Reports and Auto-Population Make Work a Breeze"](https://www.g2.com/survey_responses/topdesk-review-12068190)**

**Rating:** 4.0/5.0 stars

_— Joshua C._

[Read full review](https://www.g2.com/survey_responses/topdesk-review-12068190)

**["User Friendly experience with TopDesk"](https://www.g2.com/survey_responses/topdesk-review-10491030)**

**Rating:** 5.0/5.0 stars

_— Rahul S._

[Read full review](https://www.g2.com/survey_responses/topdesk-review-10491030)

#### What Are G2 Users Discussing About TOPdesk?

- [What is TOPdesk used for?](https://www.g2.com/discussions/what-is-topdesk-used-for)

### [Halo Service Desk](https://www.g2.com/products/halo-service-desk/reviews)

Halo Service Desk provides ITIL aligned service desk software that can be installed on premise or in the cloud. Through over 20 years of experience, Halo Service Desk has been developed to offer a feature rich application whilst maintaining a simple to use interface Transform legacy ways of working into modern intuitive workflows, empower teams to deliver excellent service to customers and employees repeatedly. Standardise your processes and gain valuable analytics to align IT to the business needs in a single all-inclusive, unlimited IT service desk solution. Features include: incident, problem and change management, asset management, service catalogue, telephony integration, dashboard reporting and self-service portal.

**Average Rating:** 4.5/5.0

**Total Reviews:** 17

#### How Do G2 Users Rate Halo Service Desk?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 8.9/10)
- **Administration Console:** 9.2/10 (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 Halo Service Desk?

- **Seller:** [Halo Service Solutions](https://www.g2.com/sellers/halo-service-solutions)
- **Year Founded:** 1994
- **HQ Location:** Stowmarket, England
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d87348f63fe6a103b77d75b3a24e600ce1d8345b771b5db9fd6add5d120e6cd4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2083634%2F&secure%5Burl_type%5D=linkedin_company_website)  
307 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 47% Small, 41% Medium

#### What Are Recent G2 Reviews of Halo Service Desk?

**["Excellent Service Desk Software"](https://www.g2.com/survey_responses/halo-service-desk-review-7842489)**

**Rating:** 5.0/5.0 stars

_— Iain L._

[Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-7842489)

**["Easy Ticket Management and SLA Tracking Made Simple"](https://www.g2.com/survey_responses/halo-service-desk-review-12626876)**

**Rating:** 4.0/5.0 stars

_— James W._

[Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-12626876)

### [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews)

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](https://www.g2.com/sellers/ifs)
- **Year Founded:** 1983
- **HQ Location:** Linkoping , Sweden
- **Twitter:** @ifs  
18,002 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=fb2d87440599b1c1d63a31a2d107bf79d5db5325a7df749eed76c27bef823054&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F164301%2F&secure%5Burl_type%5D=linkedin_company_website)  
9,232 employees on LinkedIn®
- **Ownership:** STO: IFS

#### Who Uses This Product?

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

#### What Are Recent G2 Reviews of IFS assyst?

**["Axios in retail"](https://www.g2.com/survey_responses/ifs-assyst-review-479881)**

**Rating:** 4.5/5.0 stars

_— Игорь ._

[Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-479881)

**["Robust and customizable software to meet your needs"](https://www.g2.com/survey_responses/ifs-assyst-review-817420)**

**Rating:** 4.0/5.0 stars

_— Jamie Lynn P._

[Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-817420)

#### What Are G2 Users Discussing About IFS assyst?

- [What is IFS assyst used for?](https://www.g2.com/discussions/what-is-ifs-assyst-used-for)

### [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews)

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?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Are Recent G2 Reviews of BMC FootPrints?

**["Footprints is a pretty good service desk"](https://www.g2.com/survey_responses/bmc-footprints-review-4295067)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-4295067)

**["Easy"](https://www.g2.com/survey_responses/bmc-footprints-review-3525866)**

**Rating:** 5.0/5.0 stars

_— Kyra D._

[Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-3525866)

#### What Are G2 Users Discussing About BMC FootPrints?

- [What is BMC FootPrints used for?](https://www.g2.com/discussions/what-is-bmc-footprints-used-for)

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Benefits of IT Service Management Tools with Policy Dictation capabilities include: Controls policies and configurations across business applications and hardware.

Below are the top-rated IT Service Management Tools with Policy Dictation capabilities, as verified by G2’s Research team. Real users have identified Policy Dictation as an important function of IT Service Management Tools. Compare different products that offer this feature so you can decide which is best for your business needs.

Top Tools at a Glance

| Product | Best for | User Review |
| --- | --- | --- |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image")](https://www.g2.com/products/servicenow-it-service-management/reviews)[ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews)[4.5/5(1,953)](https://www.g2.com/products/servicenow-it-service-management/reviews) | ITIL-aligned incident and change workflows | "Reliable IT Organization with SLA Tracking" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_ec0c38c7a0b645a17bfff00d56e51583/ninjaone.png "Product Avatar Image")](https://www.g2.com/products/ninjaone/reviews)[NinjaOne](https://www.g2.com/products/ninjaone/reviews)[4.7/5(5,027)](https://www.g2.com/products/ninjaone/reviews) | Unified endpoint patching with integrated remote support | "Impowered Our MSP to Resolve Issues Quickly and Grow Quickly" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image")](https://www.g2.com/products/jira-service-management/reviews)[Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)[4.3/5(991)](https://www.g2.com/products/jira-service-management/reviews) | DevOps-aligned ITSM with Jira Software integration | "Clear Ticket Visibility and Smooth Communication in Jira Service Management" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image")](https://www.g2.com/products/freshservice/reviews)[Freshservice](https://www.g2.com/products/freshservice/reviews)[4.6/5(1,351)](https://www.g2.com/products/freshservice/reviews) | ITIL-aligned service desk with automation workflows | "Freshservice: Intuitive ITSM with Powerful Automation and Asset Tracking" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_7550bcff45895b9a0bd1ebb5c48260a6/atera.png "Product Avatar Image")](https://www.g2.com/products/atera/reviews)[Atera](https://www.g2.com/products/atera/reviews)[4.6/5(1,247)](https://www.g2.com/products/atera/reviews) | Per-technician RMM with integrated PSA ticketing | "Easy-to-Use RMM With Strong Patching, Scripting, and a Central Device View" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a05e90757d45fd56faa93611eb55814d/clickup.png "Product Avatar Image")](https://www.g2.com/products/clickup/reviews)[ClickUp](https://www.g2.com/products/clickup/reviews)[4.6/5(13,733)](https://www.g2.com/products/clickup/reviews) | Customizable IT ticketing with cross-departmental visibility | "Flexible enough to run our whole business on it" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9fe68a4b30c295f2cb99e52be20e0e26/autotask.png "Product Avatar Image")](https://www.g2.com/products/autotask/reviews)[Autotask](https://www.g2.com/products/autotask/reviews)[4.3/5(632)](https://www.g2.com/products/autotask/reviews) | MSP ticketing with Kaseya ecosystem integration | "A reliable PSA platform with room for improvement" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_720f7fe3053ac293d3814d2b34792aaf/sysaid.png "Product Avatar Image")](https://www.g2.com/products/sysaid/reviews)[SysAid](https://www.g2.com/products/sysaid/reviews)[4.5/5(753)](https://www.g2.com/products/sysaid/reviews) | Centralized ITSM with asset automation | "SysAid meets you HelpDesk needs" |

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