### 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: Zendesk for Customer Service [Is there a way to set auto answer for emails while we are away?](/discussions/is-there-a-way-to-set-auto-answer-for-emails-while-we-are-away) Sometimes we are out of the office and we need an automated system to answer on our behalf, we need the auto-answer option for such cases. Yes. You should set your business hours first and then create a trigger, both are under the Admin Center. Answered: Mia Perez-Galletes on July 25, 2022 Yes. There are ways to implement out of office replies with zen desk. Answered: Stephen Flynn on August 11, 2025 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/is-there-a-way-to-set-auto-answer-for-emails-while-we-are-away/comments/new?remote=true) 0 Question on: Zendesk for Customer Service [How has your experience been using zendesk, especially those in hotel / hospitality industry?](/discussions/how-has-your-experience-been-using-zendesk-especially-those-in-hotel-hospitality-industry) When you your organization first started using it and there after? good support Answered: siva ram on August 5, 2025 Not great - not in hotel industry though Answered: Howard Williams on October 11, 2022 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/how-has-your-experience-been-using-zendesk-especially-those-in-hotel-hospitality-industry/comments/new?remote=true) 0 Question on: Zendesk for Customer Service [What is the best way to completely automate replying to the customer.](/discussions/what-is-the-best-way-to-completely-automate-replying-to-the-customer) Completely automating is not possible. You can create a good contact form where users chose specific topics and give all the infos to their problem that would be needed to solve the case. That way you can solve the problem the fastest way and with topics that are very specific but not personal you can just send out an automated answer with a trigger. Answered: Sebastian Jurk on December 13, 2022 [Your answer](/discussions/what-is-the-best-way-to-completely-automate-replying-to-the-customer/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools/resources?discussions_page=7) - [1](/categories/it-service-management-itsm-tools/resources) - [2](/categories/it-service-management-itsm-tools/resources?discussions_page=2) - … - [4](/categories/it-service-management-itsm-tools/resources?discussions_page=4) - [5](/categories/it-service-management-itsm-tools/resources?discussions_page=5) - [6](/categories/it-service-management-itsm-tools/resources?discussions_page=6) - [7](/categories/it-service-management-itsm-tools/resources?discussions_page=7) - 8 - [9](/categories/it-service-management-itsm-tools/resources?discussions_page=9) - [10](/categories/it-service-management-itsm-tools/resources?discussions_page=10) - [11](/categories/it-service-management-itsm-tools/resources?discussions_page=11) - [12](/categories/it-service-management-itsm-tools/resources?discussions_page=12) - … - [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=9) ## 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