### Contents - [**Articles**](#resources-articles) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # IT Service Management Tools Resources ##### Articles, Discussions, and Reports to expand your knowledge on IT Service Management Tools Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [articles](#resources-articles) from our experts, [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Articles**](#resources-articles) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## IT Service Management Tools Articles [![What Is Information Technology? (+Uses in Business and Life)](https://learn.g2.com/hubfs/G2CM_FI754_Learn_Article_Images_%5BIT%5D_V1b.png "What Is Information Technology? (+Uses in Business and Life)")](https://www.g2.com/articles/what-is-information-technology) [ ### What Is Information Technology? (+Uses in Business and Life) ](https://www.g2.com/articles/what-is-information-technology) When you hear the phrase IT, you probably think of the techies at your company who fix the computer issues. [ ![Mara Calvello](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mara Calvello") MC ](https://learn.g2.com/author/mara-calvello) by Mara Calvello [![Using G2 Review Data to Choose the Best ITSM Software](https://learn.g2.com/hubfs/ITSM%20software-TL.jpg "Using G2 Review Data to Choose the Best ITSM Software")](https://www.g2.com/articles/using-g2-review-data-to-choose-the-best-itsm-software) [ ### Using G2 Review Data to Choose the Best ITSM Software ](https://www.g2.com/articles/using-g2-review-data-to-choose-the-best-itsm-software) The IT team’s responsibilities have grown significantly since the remote work era. IT professionals have to provide technical support to cross-functional teams, ensure security and compliance for software and hardware use, and address internal and external tickets on time, along with other tasks.  [ ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL ](https://learn.g2.com/author/tian-lin) by Tian Lin [![What Is ITSM? A Guide to All of the Details, Simplified](https://learn.g2.com/hubfs/what%20is%20ITSM@2x.png "What Is ITSM? A Guide to All of the Details, Simplified")](https://www.g2.com/articles/what-is-itsm) [ ### What Is ITSM? A Guide to All of the Details, Simplified ](https://www.g2.com/articles/what-is-itsm) Information technology is at the forefront of modern businesses.It’s the core element that enables day-to-day operations in organizations. ITSM, or IT service management, takes care of this core element and optimizes it for better outcomes while driving business value. It wraps around the IT infrastructure and streamlines processes in the service lifecycle, enabling teams to operate strategically. Furthermore, ITSM software available on the market facilitates it by enabling more efficient, standardized, and effective service delivery.  Let’s dive deeper into understanding ITSM and discover how it can help you optimize your IT infrastructure. [ ![Sagar Joshi](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sagar Joshi") SJ ](https://learn.g2.com/author/sagar-joshi) by Sagar Joshi ## IT Service Management Tools Discussions 0 Question on: Jira Service Management [How does the licensing system work?](/discussions/32713-how-does-the-licensing-system-work) Are the licenses for management users or all users? To generate another project is another license required? Thanks, Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by mistake so you are not licensed with them included. New projects don't require additional licensing. It's all based on the number of users and the level of subscription. Answered: Dan Willmer on November 17, 2021 [Your answer](/discussions/32713-how-does-the-licensing-system-work/comments/new?remote=true) 0 Question on: Zendesk for Customer Service [Prioritizing open tickets by the number of updates from the requestor](/discussions/32426-prioritizing-open-tickets-by-the-number-of-updates-from-the-requestor) I'm having a hard time finding a way with automations or triggers to update the priority on a ticket by the number of updates from the requestor. Ideally, I'd like to move faster on tickets where the requestor has left more than one update since our support team's response. Trying to address tickets where someone might be getting frustrated and asking for updates. Curious if this is possible or if I'm trying to tackle the problem the wrong way. Jed, if you shoot this question to Zendesk Support they can tell you quickly. Answered: Angelie Abratiguin on October 9, 2020 [Your answer](/discussions/32426-prioritizing-open-tickets-by-the-number-of-updates-from-the-requestor/comments/new?remote=true) 0 Question on: Zendesk for Customer Service [How do you easily track chat conversion on your site?](/discussions/32296-how-do-you-easily-track-chat-conversion-on-your-site) I am looking for a way to quickly track how chat is impacting my conversion rate on a daily basis Hi Samantha and we use Zendesk Tags on every chat to then do reporting on which requestor (email) of the chat converted to a trial or paid plan. Works great. Hope that helps! Answered: Angelie Abratiguin on October 5, 2020 [Your answer](/discussions/32296-how-do-you-easily-track-chat-conversion-on-your-site/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools/resources?discussions_page=18) - [1](/categories/it-service-management-itsm-tools/resources) - [2](/categories/it-service-management-itsm-tools/resources?discussions_page=2) - … - [15](/categories/it-service-management-itsm-tools/resources?discussions_page=15) - [16](/categories/it-service-management-itsm-tools/resources?discussions_page=16) - [17](/categories/it-service-management-itsm-tools/resources?discussions_page=17) - [18](/categories/it-service-management-itsm-tools/resources?discussions_page=18) - 19 - [20](/categories/it-service-management-itsm-tools/resources?discussions_page=20) - [21](/categories/it-service-management-itsm-tools/resources?discussions_page=21) - [22](/categories/it-service-management-itsm-tools/resources?discussions_page=22) - [23](/categories/it-service-management-itsm-tools/resources?discussions_page=23) - … - [42](/categories/it-service-management-itsm-tools/resources?discussions_page=42) - [43](/categories/it-service-management-itsm-tools/resources?discussions_page=43) - [Next ›Next ›](/categories/it-service-management-itsm-tools/resources?discussions_page=20) ## IT Service Management Tools Reports Mid-Market Grid® Report for IT Service Management (ITSM) Tools Summer 2026 G2 Report: Grid® Report Grid® Report for IT Service Management (ITSM) Tools Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for IT Service Management (ITSM) Tools Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for IT Service Management (ITSM) Tools Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for IT Service Management (ITSM) Tools Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for IT Service Management (ITSM) Tools Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for IT Service Management (ITSM) Tools Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for IT Service Management (ITSM) Tools Spring 2026 G2 Report: Grid® Report Grid® Report for IT Service Management (ITSM) Tools Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for IT Service Management (ITSM) Tools Spring 2026 G2 Report: Momentum Grid® Report