# Best IT Service Management Tools - Page 10 ## How Many IT Service Management Tools Products Does G2 Track? **Total Products under this Category:** 175 ### 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 - 36,900+ Authentic Reviews - 175+ 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** ### Transifex Transifex is a continuous localisation platform designed for software, website, and digital product localisation. It serves as a comprehensive solution for product, engineering, marketing, and localisation teams, facilitating the translation and updating of software interfaces, websites, and digital content in real-time as changes occur. By integrating localisation into the development and content creation processes, Transifex eliminates the traditional batch-based approach, allowing for a more streamlined and efficient workflow. The platform is particularly beneficial for organisations that manage frequently changing software and web content, such as application user interfaces, marketing websites, customer-facing portals, and online documentation. Traditional localisation methods often involve manual file exports and delayed translation cycles, which can lead to discrepancies between translated content and the source updates. Transifex addresses these challenges by automating content synchronisation, enabling near real-time delivery of translations, and ensuring that localisation keeps pace with ongoing development. For software localisation, Transifex integrates seamlessly with code repositories and development workflows. This integration allows new or updated strings to be automatically sent for translation and returned without manual intervention, supporting agile and continuous release cycles. This capability significantly reduces the operational burden on engineering teams, allowing them to focus on development rather than localisation logistics. In the realm of website and marketing localisation, Transifex connects with various content management systems and web frameworks, simplifying the translation of web pages, navigation, metadata, and customer-facing copy. This functionality is particularly advantageous for marketing teams that require rapid multilingual updates to maintain consistency across different markets. The platform’s ability to facilitate quick publishing of translated content ensures that organisations can effectively engage with diverse audiences without delay. Transifex also offers robust collaboration features that enhance the localisation process. These include translation memory, terminology management, and review workflows, which support translators, reviewers, and localisation managers in maintaining linguistic consistency and quality across both technical and marketing content. By providing these tools, Transifex enables teams to operate efficiently while ensuring high standards in their translations. As part of the broader XTM localisation platform, Transifex allows organisations to combine continuous localisation with translation management and visual context tools when necessary. This integration further enhances its value proposition, making it an ideal choice for product teams, engineering teams, marketing teams, and localisation professionals seeking scalable localisation solutions in high-change environments. [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=2026-08-01T22%3A04%3A46Z&secure%5Bdisplayable_resource_id%5D=561&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=15606&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=15606&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%3Fpage%3D10&secure%5Btoken%5D=bae124e652f0ead7190b131586b4d79f201ebae79e0e5b74e7bad25e28d31045&secure%5Burl%5D=https%3A%2F%2Fhubs.ly%2FQ03jf7gc0&secure%5Burl_type%5D=book_demo) ### [Microsoft 365 for Jira - Outlook Email, Teams, Calendar](https://www.g2.com/products/microsoft-365-for-jira-outlook-email-teams-calendar/reviews) Microsoft 365 for Jira is a robust integration solution designed to enhance collaboration and productivity by seamlessly connecting Microsoft 365 applications - such as Outlook, Teams, and To Do - with Jira, a leading project management tool. This integration allows users to streamline their workflows, ensuring that teams can work efficiently and effectively within a unified environment. Targeted primarily at organizations that utilize both Microsoft 365 and Jira, this product is particularly beneficial for teams involved in project management, internal ticketing, incident management, software development, and agile methodologies. By consolidating tools into a single application, Microsoft 365 for Jira addresses the challenges of context switching and fragmented communication, enabling teams to focus on their tasks without the distraction of managing multiple platforms. The integration offers several solutions that enhance user experience and productivity. Users can create and manage Jira issues directly from Microsoft Outlook, allowing for quick updates and communication without leaving their email environment. Additionally, the integration with Microsoft Teams facilitates real-time collaboration, enabling team members to discuss Jira work items and updates within their chat channels. The To Do integration ensures that tasks are organized and prioritized, helping users stay on track with their project deadlines. One of the standout benefits of Microsoft 365 for Jira is its ability to provide a centralized workspace for team-centric work. This not only improves visibility into project statuses but also fosters better communication among team members. By choosing Microsoft 365 for Jira, organizations can leverage the strengths of both Microsoft 365 and Jira, creating a cohesive and productive work environment that meets the needs of modern teams. This integration not only simplifies workflows but also empowers users to maximize their productivity through enhanced collaboration and task management capabilities. With over 12,000 customers relying on yasoon’s solutions, the product has proven its effectiveness in making digital work smarter and more efficient. The experience and expertise gained over more than a decade of developing award-winning applications further enhance the reliability and functionality of this integration solution. **Average Rating:** 4.8/5.0 **Total Reviews:** 9 #### How Do G2 Users Rate Microsoft 365 for Jira - Outlook Email, Teams, Calendar? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10) #### Who Is the Company Behind Microsoft 365 for Jira - Outlook Email, Teams, Calendar? - **Seller:** [yasoon GmbH](https://www.g2.com/sellers/yasoon-gmbh) - **Year Founded:** 2012 - **HQ Location:** Mannheim, Germany - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a12c93c65374556e9c0a27516cdf0fe3ef5605e10234e29632e9dd157788e8da&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fyasoon%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 56% Medium, 33% Small #### What Do G2 Reviewers Say About Microsoft 365 for Jira - Outlook Email, Teams, Calendar? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **seamless integration** of Outlook and Teams, enhancing task management and team collaboration efficiency. - Users appreciate the **seamless integration of Outlook, Teams, and Calendar** , enhancing task management and team collaboration. - Users appreciate the **seamless integration** of Microsoft 365 with Jira, enhancing task tracking and collaboration efficiency. - Users appreciate the **seamless integration** of Microsoft 365 for Jira with Outlook, Teams, and Calendar, enhancing collaboration. - Users appreciate the **seamless integration** of Microsoft 365 with Jira, enhancing task tracking and team collaboration. ##### Cons - Users find the **interface overwhelming** , particularly during setup and when managing numerous notifications from integrations. - Users mention that notifications can be **overwhelming** if too many updates are enabled, affecting their experience. - Users find the **setup confusing** , particularly with linking Jira projects to Outlook and Teams, leading to occasional overwhelm from notifications. - Users often face **connection issues** in Teams that hinder smooth usage of Microsoft 365 for Jira. - Users experience **syncing issues** between Jira and Outlook, and find the interface overwhelming without sufficient setup guidance. #### What Are Recent G2 Reviews of Microsoft 365 for Jira - Outlook Email, Teams, Calendar? **["Seamless Outlook and Teams Integration Makes Jira Ticketing Effortless"](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12521085)** **Rating:** 5.0/5.0 stars _— Deependra G._ [Read full review](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12521085) **["Seamless Integration Boosts Collaboration and Efficiency"](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12208499)** **Rating:** 5.0/5.0 stars _— Ameen S._ [Read full review](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12208499) ### [Nexa.itsm](https://www.g2.com/products/nexa-itsm/reviews) Nexa.itsm is an IT service management software designed to help businesses handle ticketing, asset management, and IT operations tasks. The software aims to deliver an innovative approach to IT service management by integrating advanced features designed to maximise operational efficiency. Nexa.itsm is crafted to empower IT teams and elevate overall business operations through improved service delivery. The software offers a configurable no-code platform, a user-friendly interface, scalability, flexible hosting options, and a comprehensive ITSM toolset. #### Who Is the Company Behind Nexa.itsm? - **Seller:** [NEXA.ITSM](https://www.g2.com/sellers/nexa-itsm) - **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=d2f137b457a1c4b97fc7cc64846a6c81a1b65af2bfdb36d67ee3119b4a381e11&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnexaitsm%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Nexoid ITSM](https://www.g2.com/products/nexoid-itsm/reviews) Discover the power of advanced enterprise resource planning with Nexoid, a flexible, cost-effective ERP system that evolves with your business. Nexoid, a revolution in ERP systems, has been carefully crafted by leading industry experts, merging the best of ITIL and other practices to offer a robust, adaptable solution. Complete code transparency, from back-end processes to the color of a button, every aspect of Nexoid can be modified swiftly and effortlessly, making it an ideal fit for businesses of all sizes. Nexoid stands alone when it comes to speed and performance. On ticket creation, our powerful AI instantly retrieves related data, streamlining workflows and boosting productivity. Our ITSM module, built on top of the ERP, works seamlessly to enhance the overall quality and satisfaction for both your team and your customers. Experience unparalleled speed, security, and distribution with Nexoid's Amazon AWS-backed architecture. Our serverless design eliminates bottlenecks and distributes requests across thousands of servers, ensuring top performance. No more rigid pricing structures. With Nexoid, you only pay for what you use. Our no-contract, flexible plans adjust to your needs, resulting in cost reductions of up to 50%. Our unique permissions management system allows for seamless team integration, providing a versatile platform for your business operations. Embrace automation with our custom code workflows, which can be triggered by user actions, API calls, or scheduled tasks. Third-party integration is a breeze with our REST API and WebHooks, giving you the power to streamline operations and improve efficiency. Join the revolution in ERP systems with Nexoid. Work smarter, enhance productivity, and elevate customer satisfaction while saving time and money. Choose Nexoid for an innovative, flexible, and powerful ERP solution. #### Who Is the Company Behind Nexoid ITSM? - **Seller:** [Nexoid](https://www.g2.com/sellers/nexoid) - **Year Founded:** 2014 - **HQ Location:** London, GB - **Twitter:** @NexoidSoftware 13 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d1bdc022ade70e94e26b5afecb0dc7d93ba1b7bb0a25b249ccfd172aa4a56e16&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnexoid&secure%5Burl_type%5D=linkedin_company_website) 6 employees on LinkedIn® ### [NITRO Help Desk](https://www.g2.com/products/nitro-help-desk/reviews) NITRO Help Desk by Crow Canyon Software is a unified IT and HR ticketing platform built natively for Microsoft 365, Teams, and SharePoint, featuring flat-rate pricing and native Teams integration. Core Platform Features Omnichannel Access: Multi-channel ticketing (Teams app, portals, email) with secure Single Sign-On (SSO). Staff Automation: Automates ticket routing, notifications, and custom SLA tracking. Manager Insights: Real-time dashboards, historical reporting, and user satisfaction surveys. Optional AI Copilot: Uses the NITRO Engage bot in Teams and interactive adaptive cards to instantly answer IT FAQs and HR policy questions. Deployment includes SharePoint On-Premises (including connected and air-gapped environments), SharePoint Online, and Azure-hosted deployments, including commercial, GCC, and GCC High environments (customer-hosted for GCC and GCC High). NITRO Help Desk for IT Focuses on technical service delivery, minimizing downtime, and replacing basic SharePoint lists with robust workflows: Incident & Problem Management: Smart routing and grouping of related incidents under master tickets for bulk resolution. Asset Tracking: Links equipment and serial numbers directly to user profiles with automated maintenance alerts. Change Management: Governs infrastructure updates with risk assessments, conflict checks, and approval loops. NITRO Help Desk for HR Built around the employee journey and strict data compliance, using robust privacy controls to protect sensitive data: Structured Onboarding/Offboarding: Automatically triggers and sequences cross-departmental tasks (IT setup, workstation prep, payroll). Self-Service & Benefits: Provides a secure, private portal for sensitive health insurance modifications and leave tracking. #### Who Is the Company Behind NITRO Help Desk? - **Seller:** [Crow Canyon Software](https://www.g2.com/sellers/crow-canyon-software) - **Year Founded:** 1999 - **HQ Location:** 1410 Neotomas Ave., Ste. 200 PMB # 17280577 Santa Rosa, CA 95405 - **Twitter:** @CrowCanyonSW 645 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=97e334c2fdf1c47b72d917bf02479c15fe9ef0d9678719640c3aa77da8c4b291&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcrow-canyon-software%2F&secure%5Burl_type%5D=linkedin_company_website) 8 employees on LinkedIn® ### [OASYS](https://www.g2.com/products/oasys/reviews) OASYS is a cloud-native Business Process Orchestration Platform that automates, streamlines, and connects enterprise operations across departments, built on a no-code architecture for teams that need speed without complexity. The Platform: OASYS unifies four integrated modules in one secure, scalable system: Workflow / Process Automation — drag-and-drop workflow builder, automated approvals, SLA tracking, real-time visibility Helpdesk Automation — automated ticketing, smart routing, first-call resolution, self-service portals Asset Lifecycle Management (ALM) — asset auto-discovery, lifecycle tracking from procurement to retirement e-Signature — secure digital signing embedded in approval and contract flows Proven at Scale: 100,000+ automated processes monthly 50,000+ connected users globally 99.9% system uptime ISO 27001 certified | ITIL compliant Trusted Globally: Enterprises across Sri Lanka, the Philippines, Egypt, Kenya, and Kazakhstan rely on OASYS to replace fragmented legacy systems with a unified digital operations platform. Integrations: Microsoft 365, Microsoft Teams, Jira, HRIS systems, and DIY API integration for custom connectivity. Who It's For: IT, HR, Finance, Procurement, Legal, and CX teams in mid-market and enterprise organisations that are automating CAPEX approvals, employee onboarding, IT change management, legal clearance workflows, and more. Visit www.oasys.global or email sales@oasys.global to request a demo. #### Who Is the Company Behind OASYS? - **Seller:** [OASYS](https://www.g2.com/sellers/oasys-45f06a79-7be5-4edf-9367-8dd0d82629cc) - **Year Founded:** 2009 - **HQ Location:** Colombo, LK - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=82c7eed19cce7bf74208697f3b5853f90208da24682430bccf557aac9745b1e2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Foasysglobal&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® ### [OFORK](https://www.g2.com/products/ofork/reviews) OFORK is a help desk and ticketing system for managing support processes, tickets, and customer communication in a simple and flexible way. #### Who Is the Company Behind OFORK? - **Seller:** [OFORK](https://www.g2.com/sellers/ofork) - **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=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [OMNITRACKER](https://www.g2.com/products/omnitracker/reviews) OMNITRACKER IT Service Management Center Mit dem OMNITRACKER ITSM Center können Sie eingehende Tickets (Service-Anfragen, Störungen/Incidents) mit KI-Support systematisch kategorisieren, automatisch dem passenden Service-Mitarbeiter oder zuständigen Team zuweisen und somit kosteneffizienter bearbeiten. Kernfunktionalitäten: • Optionale KI-Anbindung (mit eigenen Trainingsdaten; KI-fähige Prozesslogik) • Vorfallmanagement (Incidents) • Serviceanfragen (Service-Requests) für IT- und Non-IT-Anliegen • Änderungsmanagement (Changes im IT-System) • Wissensmanagement • SLA-Management und transparente Leistungsmessung • Schnittstellen zu marktüblichen Drittsystemen • Self-Service-Portal und geräteunabhängige Nutzung Vorteile: • Kosteneffizienter IT-Support mit schnellem ROI • Höhere Kundenzufriedenheit • Flexible Anpassungen • Leichte Automatisierung • Transparente Leistungsmessung • Optionale Unterstützung bei allen Phasen der Projektumsetzung Setzen Sie auf ein leistungsstarkes KI-fähiges Ticketing-Tool, das Ihre IT-Architektur und Prozesslogik sinnvoll unterstützt und Ihre Routineaufgaben automatisiert und die wahrscheinlichste Ticket-Lösung vorschlägt. In Summe verbessert dies die Qualität und die Geschwindigkeit Ihres Kundensupports und revolutioniert Ihre interne IT-Verwaltung – unabhängig von Ihrer Branche oder Unternehmensgröße. Durchdachte IT-Workflows sind das A und O, wenn es um die Digitalisierung Ihrer Geschäftsprozesse geht. Für eine optimale Performance Ihrer IT-Infrastruktur ist weniger manchmal mehr. Nutzen Sie nur die Funktionen und Module unserer branchenunabhängigen und KI-fähigen Geschäftsprozess-Plattform OMNITRACKER, die Sie wirklich brauchen. Entscheiden Sie sich für unsere individuell anpassbare ITSM-Software, deren Funktionsumfang Sie bei Bedarf unkompliziert erweitern und – dank Low Code – eigenständig jederzeit konfigurieren können. Unsere Service-Desk-Software verfügt über verschiedene Kommunikationskanäle wie Web-Gateway, E-Mail, Telefon und ein KI-gestütztes Self-Service-Portal. #### Who Is the Company Behind OMNITRACKER? - **Seller:** [OMNINET](https://www.g2.com/sellers/omninet) - **Year Founded:** 1995 - **HQ Location:** Eckental, DE - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d3da6075b816554b7bbc695aa1f846a7bdd93c040d79f846675cb44a206f94dd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fomninet&secure%5Burl_type%5D=linkedin_company_website) 155 employees on LinkedIn® ### [OperonITSM](https://www.g2.com/products/operonitsm/reviews) OperonITSM is a self-hosted IT service management platform licensed at a flat annual fee of £1,000/year for an entire organisation, with no per-user or per-agent charges and no feature tiers. The platform includes six modules. Help Desk provides ticket queues, priority management, SLA tracking with business hours calculation, CSAT surveys, email-to-ticket intake, canned responses and auto-assignment rules. Change Management includes a CAB approval workflow, change types (Standard, Normal and Emergency), change status tracking, work status tracking, risk and impact assessment fields and a change calendar. Project Management includes task boards, RAG status indicators and Gantt-style planning. Problem Management includes root cause records, a known error database and ticket linking. Systems Inventory functions as a basic CMDB with asset tracking, host records and location grouping. The Service Catalogue includes service entries, a Knowledge Base and a canned response library. All six modules are included in the base licence with no additional cost. There are no per-seat charges for additional users and no restrictions on the number of agents or end users. OperonITSM is deployed on the customer's own server — Apache, Nginx or IIS on Linux or Windows. Installation is completed via a browser-based setup wizard. The platform has no cloud dependency and no ongoing vendor access to customer data or infrastructure. The platform is ITIL-aligned, covering Service Desk, Change Enablement, Problem Management, Service Configuration Management and Service Level Management practices. Suited to IT departments in small and mid-sized organisations, managed service providers, and organisations in regulated sectors including healthcare, finance, government and education where data residency requirements apply. A live demo is available at operonitsm.co.uk. #### Who Is the Company Behind OperonITSM? - **Seller:** [Operon ITSM](https://www.g2.com/sellers/operon-itsm) - **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=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Orqit](https://www.g2.com/products/orqit/reviews) Orqit is an AI-powered IT operations platform designed to help organizations manage, automate, and secure their entire IT environment from one place. Orqit brings together IT Service Management (ITSM), IT Asset Management (ITAM), User Management, Project Management, Knowledge Management, RMM, and Endpoint Management in a unified platform. IT teams can manage service requests and incidents, track hardware and software assets, monitor endpoints, deploy software, manage patches, enforce policies and compliance, perform remote actions, and gain visibility into device health and performance. What makes Orqit different is its focus on proactive and AI-driven IT operations. Instead of waiting for users to report every issue, Orqit helps IT teams identify endpoint problems early, automate repetitive tasks and remediation workflows, and reduce avoidable service desk tickets. With self-service capabilities, knowledge articles, workflow automation, endpoint intelligence, and AI-powered insights, Orqit helps IT teams improve employee support while reducing manual workload and tool fragmentation. Orqit’s vision is to move IT teams from reactive support to proactive and increasingly autonomous IT operations from the service desk all the way to the endpoint. #### Who Is the Company Behind Orqit? - **Seller:** [Orqit](https://www.g2.com/sellers/orqit) - **HQ Location:** Hyderabad, IN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1917d292d4d7fd7d5505104f3db3f8150aa06f4d9412fd37f130b60976378e66&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Forqit&secure%5Burl_type%5D=linkedin_company_website) 4 employees on LinkedIn® ### [PalmDesk](https://www.g2.com/products/palmdesk/reviews) PalmDesk is an IT ticketing and field service platform built for MSPs and internal IT teams who manage work across an office, the field, and their clients, all at once. Most helpdesk tools stop at the ticket. PalmDesk follows the job from creation to a signed work order in the client's hands, without re-entering data in three different systems. For admins: Track every ticket from a live dashboard, assign agents, customize work order templates, manage per-client knowledge bases, and control billing with per-seat, tiered pricing (Starter, Professional, Enterprise). For field agents: A mobile-first app for on-the-go ticket updates, time logging, digital signature capture, and instant work order generation, closed on-site, emailed automatically to the client and accounting. For clients: A dedicated portal to submit requests, track ticket status in real time, chat directly with the support team, and browse a knowledge base curated specifically for their account. Everything, tickets, chat, notifications, and work orders, updates live across all three apps, so nobody's looking at stale data. Key features: Real-time ticket sync across admin, agent, and client apps Digital signature capture with auto-generated PDF work orders Client portal with self-service ticketing, live chat, and knowledge base Per-client, admin-managed knowledge base articles Role-based access (owner/admin/agent/client) with company-level data isolation Email notifications on new tickets and assignments Per-seat, tiered subscription billing (Stripe-powered) Custom branding (logo, color) reflected across client-facing docs and the portal #### Who Is the Company Behind PalmDesk? - **Seller:** [BlooBeach](https://www.g2.com/sellers/bloobeach) - **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=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Pegasys Cloud](https://www.g2.com/products/pegasys-cloud/reviews) Pegasys Cloud allows your IT service desk teams to tackle those tedious tasks with a simple interface that needs no training. Free up IT resources and focus on surpassing your business goals instead of wasting time on routine tasks. Pegasys Cloud allows anyone on your IT team to resolve service requests, some in seconds, instead of taking an hour or more. Empower your whole team, as they work on end-user, server, network, firewall and directory based issues. It’s like having multiple senior IT engineers, but wrapped up inside of a single browser pane and consistently delivering speed and error-free resolutions that today's businesses demand. #### Who Is the Company Behind Pegasys Cloud? - **Seller:** [Pegasys Cloud Solutions](https://www.g2.com/sellers/pegasys-cloud-solutions) - **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=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Pendravo](https://www.g2.com/products/pendravo/reviews) Pendravo is one platform for running the work behind your business: IT service management, projects, HR, finance operations, and custom applications, all on a shared data model your team configures. Most teams start with ITSM and grow from there. Switch on only the apps you need and shape each one to how your team works, without a developer or a certified administrator. You get published, transparent pricing, a configuration layer you control, and no vendor lock-in. Enterprise-grade control, SSO, SCIM, granular roles, and audit trails, without the enterprise overhead or a consulting engagement. Core apps include ITSM Suite, Asset Management, SLA Management, Service Portal, Service Catalog, Knowledge Base, Agile & Projects, HR Management, Time & Attendance, Workflow Automation, and Integrations, all sharing one permission system and one automation engine. #### Who Is the Company Behind Pendravo? - **Seller:** [Pendravo](https://www.g2.com/sellers/pendravo) - **Year Founded:** 2026 - **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=54e477dbc1d74a639d2c9f91400ece5e30f755a85bf25d1e15c5c2724b819817&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpendravo&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Pia automate IT](https://www.g2.com/products/pia-automate-it/reviews) Here’s a product description for Pia Aidesk: Pia Aidesk is an AI-powered automation platform designed to streamline help desk operations for Managed Service Providers (MSPs). By leveraging advanced artificial intelligence, Pia automates repetitive tasks such as ticket resolution, dispatching, and service management. This enhances productivity and reduces manual workload, allowing MSPs to focus on delivering higher-value services to their clients. With Pia, businesses can improve response times, reduce operational costs, and ensure a seamless customer experience. Its user-friendly interface and customizable features make it a versatile tool that adapts to the unique needs of each MSP, driving efficiency and scalability in help desk processes. #### Who Is the Company Behind Pia automate IT? - **Seller:** [Pia](https://www.g2.com/sellers/pia) - **Year Founded:** 2022 - **HQ Location:** Tampa, Florida, United States - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=55253b2a715aabc6a194405a4b89dea9a85c48d5ee1ce1da35c7628f9526d70a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpiaai&secure%5Burl_type%5D=linkedin_company_website) 138 employees on LinkedIn® ### [PRDSoftware](https://www.g2.com/products/prdsoftware/reviews) HelpMaster is an affordable, flexible and powerful help desk and ITSM toolset that is used around the world by companies to streamline business services and customer support. #### Who Is the Company Behind PRDSoftware? - **Seller:** [PRDSoftware](https://www.g2.com/sellers/prdsoftware) - **Year Founded:** 1996 - **HQ Location:** Canberra, AU - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=21df5bbea98ae840447e3e27706c353d6ce53cf58cfc68ecaa291cd20d4f2aa3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fprdsoftware&secure%5Burl_type%5D=linkedin_company_website) 4 employees on LinkedIn® ### [ResolvCmd](https://www.g2.com/products/resolvcmd/reviews) ResolvCmd is a resolution engine built for IT service teams and MSPs. It connects to your internal knowledge sources and delivers structured, step-by-step resolutions directly inside your ticketing system. Not a chatbot. Not an assistant. A resolution engine. The system reads the ticket, matches it against your approved documentation, and injects a proposed resolution with inline source citations and confidence levels. Your team members confirm, edit, or apply, inside the workflow they already use. How it works: 1. A ticket arrives in your ticketing system, and the tech needs the runbook 2. Tech clicks "Resolv" in the ResolvCmd sidebar 3. ResolvCmd scans the context 4. Matches against your connected knowledge sources 5. Produces a proposed resolution with source-linked steps and a confidence level 6. A team member applies the resolution and closes the ticket Available today: - Web app - Confluence - Google Drive - Document upload (PDF, DOCX, Markdown) Coming May 2026: - Zendesk sidebar - ConnectWise pod - Hudu - IT Glue Features: - Structured resolutions with inline source citations - Hybrid search across every connected knowledge source - Confidence levels on every proposed resolution (HIGH, MEDIUM, LOW) - Fast Resolution and Detailed Resolution modes - Suggested Reply drafts for customer-facing responses - Sensitive data redaction - Per-resolution pricing with unlimited team members on every plan - Tenant-isolated data, your knowledge stays yours, delete at any time Knowledge Studio: Knowledge Studio uses your resolution data to improve the documentation it runs on. Every resolution teaches ResolvCmd something about your knowledge base, and that feedback surfaces as three distinct capabilities: - Knowledge Health scores every knowledge source in your library. It flags topics where resolutions land with low confidence, sources that have gone stale, and gaps where your team keeps asking questions with no documented answer. Free on every plan. - Improve Documentation rewrites existing sources with structured improvement suggestions drawn from real ticket context, so outdated SOPs get corrected against what your team actually sees in the field. - Create Documentation builds new articles from topics your team has solved repeatedly but never written down, turning tribal knowledge into approved documentation your whole team can use. Your documentation gets better the more you use ResolvCmd. Onboarding new customers in cohorts. Request early access to join the next cohort. #### Who Is the Company Behind ResolvCmd? - **Seller:** [ResolvCmd](https://www.g2.com/sellers/resolvcmd) - **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=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools?order=g2_score&page=9#product-list) - [1](/categories/it-service-management-itsm-tools?order=g2_score#product-list) - [2](/categories/it-service-management-itsm-tools?order=g2_score&page=2#product-list) - … - [6](/categories/it-service-management-itsm-tools?order=g2_score&page=6#product-list) - [7](/categories/it-service-management-itsm-tools?order=g2_score&page=7#product-list) - [8](/categories/it-service-management-itsm-tools?order=g2_score&page=8#product-list) - [9](/categories/it-service-management-itsm-tools?order=g2_score&page=9#product-list) - 10 - [11](/categories/it-service-management-itsm-tools?order=g2_score&page=11#product-list) - [12](/categories/it-service-management-itsm-tools?order=g2_score&page=12#product-list) - [Next ›Next ›](/categories/it-service-management-itsm-tools?order=g2_score&page=11#product-list) Spotlight Categories [Inbound Call Tracking Software](https://www.g2.com/categories/inbound-call-tracking) [Sales Compensation Software](https://www.g2.com/categories/sales-compensation) [Virtual Data Room Software](https://www.g2.com/categories/virtual-data-room-vdr) [Workforce Management Software](https://www.g2.com/categories/workforce-management) [Experience Management Software](https://www.g2.com/categories/experience-management) Similar Categories - [Application Portfolio Management](/categories/application-portfolio-management) - [Auto Scaling](/categories/auto-scaling) - [Cloud Cost Management](/categories/cloud-cost-management) - [Cloud Management Platforms](/categories/cloud-management-platforms) - [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools) - [Columnar Databases](/categories/columnar-databases) - [Data as a Service (DaaS)](/categories/data-as-a-service-daas) - [Data Destruction](/categories/data-destruction) - [Data Extraction](/categories/data-extraction-tools) - [Data Governance](/categories/data-governance-tools) - [Data Observability](/categories/data-observability) - [Data Recovery](/categories/data-recovery) - [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management) - [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem) - [Digital Governance](/categories/digital-governance) [Browse IT Service Management (ITSM) Tools Themes](/categories/it-service-management-itsm-tools/themes) ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin) Updated October 3, 2024 IT service management (ITSM) tools encompass the policies, planning, execution, and management surrounding IT service delivery. ITSM solutions help enable businesses to design and provide more efficient, standardized, and effective IT services. Typically following an ITSM framework, these solutions provide a wealth of features to users, including service desk elements, asset management, incident management, change management, and knowledge bases. They also create consistent, repeatable workflows for different IT activities. On top of helping to increase IT efficiency and standardization, ITSM tools benefit businesses significantly by increasing transparency around IT service delivery. IT interactions can be followed easily from beginning to end, audited with improved clarity, and tracked more manageably. Teams across the IT organization use ITSM tools as part of their daily workflow, but end users across a business might utilize this software’s user-facing features like ticket submission, user-facing knowledge bases, and self-help troubleshooting tips. ITSM solutions fall into a larger portfolio of IT management software, joined usually by the likes of [help desk software](https://g2.com/categories/help-desk) to manage external-facing issues, [enterprise IT management suites](https://g2.com/categories/enterprise-it-management-suites) to handle larger infrastructure needs and requirements, and similar solutions. To qualify for inclusion in the IT Service Management (ITSM) category, a product must: - Formalize IT processes and practices according to an ITSM framework - Offer an internal service request and incident ticketing system - Track internal service requests and incidents at micro and macro levels - Organize and manage IT assets - Centralize a business’ IT service knowledge Show More * * * ## How Do You Choose the Right IT Service Management Tools? ### What You Should Know About IT Service Management (ITSM) Software ### What are IT Service Management (ITSM) Tools? IT service management, or ITSM, describes the procedures and policies created and followed by organizations to implement IT services design, provision, and maintenance. ITSM aims to bring a more end user-oriented approach to IT. Most commonly, ITSM is thought of in the context of service desks, but the practices and procedures emphasized in ITSM apply more broadly to IT organizations as a whole. It can help provide structure and order in what is typically a constantly evolving organization. Companies implementing ITSM principles will typically utilize one or more of the following frameworks to provide guidelines to IT actions. - Information Technology Infrastructure Library (ITIL) - Control Objectives for Information and Related Technologies (COBIT) - International Organization for Standardization (ISO) - Business Process Framework (eTOM—telecom-specific) - Microsoft Operations Framework (MOF) ITIL tends to be the most commonly referred to or thought of ITSM framework, due to its strong adoption rate amongst services providers. The most recent iteration of ITIL, ITIL 4, is composed of two parts; the service value system (SVS, with 34 individual standards) and the four dimensions model (aligned with the four Ps of ITIL: people, products, partners, processes). ### What are the Common Features of IT Service Management (ITSM) Tools? The following are some core features within ITSM tools: **Standards alignment:** ITSM solutions help organizations align their processes and policies with a standards framework. ITSM tools will typically denote which framework(s) they are built to enable. If there is a particular framework an organization is already using, users should select an ITSM tool that aligns with that framework. **Service desk:** As the name might suggest, a core element of ITSM solutions is a service desk element. Businesses can organize internal requests through a ticketing system. Internal users can find help on a variety of issues using a service catalog, which outlines different types of issues or requests and helps organize addressing various issues. **Asset management:** ITSM tools help businesses track their internal IT assets. Using these tools, IT teams can track company-owned user devices and hardware, as well as any hardware infrastructure, enabling them to keep tabs on when these items were provisioned and when they would need upkeep. **Knowledge base:** Knowledge bases are central repositories of information. By providing a knowledge base functionality, businesses can centralize their IT knowledge to a single source that’s accessible by anyone who might need it. **Incident management:** Addressing the development side of the house, ITSM tools provide incident management features that help product teams track issues related to product development and functions, namely those related to IT systems. Using these active tracking capabilities, businesses stay on top of development incidents by creating visibility around repeat issues that might point to a larger problem. **Change management:** Changing policies, procedures, or structures is a difficult process for businesses. Change management functionalities offered by ITSM tools allow businesses to more thoroughly track changes from the individual to the organizational level, increasing transparency, and assisting in finding pain points in recent changes. **Reporting and dashboards:** As with any other solution, transparency is key to the efficient and effective delivery of services. ITSM tools are equipped with reporting and dashboard functions to provide increased visibility into service provisions across the IT organization. These reports may come prebuilt, but most solutions will also offer customization so that businesses get the exact information they need at any point. **Solution integration:** Considering the huge array of tools and infrastructure involved in IT service delivery, ITSM tools need to be able to integrate appropriately to be effective. Users must check a tool’s integration capabilities before purchasing to verify it will integrate with the systems already in use. **Automation:** Many ITSM vendors are implementing automation functionality as a standard part of the offering. Many tools will offer automation to reduce the amount of time going into repeat tasks and actions, which can save both IT associates and end users significant time. **Configuration management database (CMDB):** Some ITSM solutions will include a CMDB feature where businesses can track how different hardware and software systems relate to each other. This provides increased clarity in how a business’s systems work together, and can also offer an excellent starting point when troubleshooting for root causes. **Release management:** ITSM tools that dive deep into development features may offer release management capabilities where product teams can track software build releases over time including what stage of production releases are in, any rollbacks that took place, etc. Other Features of IT Service Management Tools: [Performance logging](https://www.g2.com/categories/it-service-management-itsm-tools/f/performance-logging), [Policy dictation](https://www.g2.com/categories/it-service-management-itsm-tools/f/policy-dictation) ### What are the Benefits of IT Service Management (ITSM) Tools? **Formalize IT processes and practices:** ITSM tools help businesses organize and standardize their IT service processes, thereby improving service efficacy. By accessing a central repository of IT knowledge, users can more quickly address their needs and concerns. With more public knowledge available, IT teams can reduce the number of basic or low-level inquiries coming through to the help desk. This saves IT teams time for more complex or important tasks. **Transparency:** Arguably, the greatest benefits of implementing an ITSM tool are transparency and uniformity. The typical bane of IT teams is a lack of transparency and consistency in processes, practices, and actions, especially when there are multiple teams within the IT organization. By making clear and consistent policies and procedures that teams ought to be following, every team within an IT organization can identify exactly where information should live. This also highlights what procedures are being followed in different activities and how to interact with end users properly, leading to a smoother overall IT service delivery. ### Who Uses IT Service Management (ITSM) Tools? **Administration:** On implementation, IT organizations will typically have an administrator or administrative team for ITSM tools. They control the solution’s configuration, permissions, and provisioning. From there, employees across the IT organization could make use of an ITSM tool as a part of their daily workflow, including incident and ticket tracking, finding knowledge resources, tracking changes, and managing assets, among other functions. **Managed services providers (MSP):** MSPs make particularly effective use of ITSM tools. Since some MSPs provide IT services for other businesses, ITSM tools serve as the central portal for IT service provision and interaction between the MSP and their customers. End users can find IT knowledge and submit tickets or inquiries and the MSP can provide IT services while tracking end-user inquiries and issues. #### Software Related to IT Service Management (ITSM) Tools Related solutions that can be used together with ITSM tools include: [Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk solutions allow companies to manage customer or external end user-facing requests or issues. These act as complements to the more internally oriented ITSM software. [Service desk software](https://www.g2.com/categories/service-desk) **:** Service desk solutions allow companies to manage internal end user-facing requests or issues as well as track IT assets. These are, in essence, scaled-down versions of ITSM solutions. [IT asset management software](https://www.g2.com/categories/it-asset-management) **:** IT asset management solutions help businesses track their hardware and software assets across the company. While not as broad as an ITSM solution, IT asset management software is hugely helpful in tracking the finer points on hardware, such as attrition rates, licenses, contracts, and more. [Enterprise IT management suites:](https://www.g2.com/categories/enterprise-it-management-suites) Enterprise IT management suites help businesses take control of all of their IT assets, environments, processes, and practices in one place. These suites have a much more extensive reach than ITSM tools but could complement each other well operationally. [Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** Knowledge management solutions help businesses consolidate information in an easily accessible way, which prevents knowledge silos from forming in individual employees or teams. While ITSM tools offer knowledge bases for end users to utilize regarding their tech, knowledge management software offers information serving all aspects of the business. ### Challenges with IT Service Management (ITSM) Tools Software solutions can come with their own set of challenges.  **Time to implementation:** If a business is starting fresh with ITSM, it may take longer to implement than expected. Implementing an ITSM tool has to be joined by implementing the ITSM mindset, practices, and policies for it to be most effective. It is important to take some extra time to understand what these new policies are and why they matter. **Full system integration:** While many ITSM solutions have a vast array of integration capabilities, businesses still may find a few systems that will need custom integrations. The business should be able to handle building that integration capability with the ITSM tool vendor offering guidance on how to proceed. Online communities around ITSM solutions can also be a strong source of help. ### How to Buy IT Service Management (ITSM) Tools Companies looking to implement their first ITSM solution, or switching from an existing solution, can use G2 reviews from authentic software buyers to supplement their search. With that in mind, there are a few important criteria to consider when looking for the right tool. **Features:** Different ITSM tools can have different feature sets. One solution might automate a wide variety of standard IT tasks while another may feature more manual interaction. The best fit solution will vary depending on the functionality that an organization finds most valuable. Authentic G2 reviews made by peers from similar companies can shed light on these factors. A prioritized list of the business’s most desired features enables the software selection team to move forward with a clear idea of what to look for. **Security:** ITSM is a highly sensitive undertaking that requires constantly up-to-date security and compliance. When searching for an ITSM solution, companies should ensure that the software they’d like to use has a verified history of compliance and high-security standards to protect company data. In some cases, supplementary security solutions are preferred to help ensure security compliance. ### IT Service Management (ITSM) Tools Trends **Site reliability engineering (SRE)** SRE may be the next set of principles to join ITSM’s framework ranks. Typically more associated with software engineering, SRE applies DevOps-esque thinking to addressing development, IT service, and IT infrastructure problems and procedures. The goal of SRE is to deliver solutions resiliently, reliably, and at a flexible scale. Though currently more popular within the DevOps world, SRE might see an increase in popularity in the ITSM space as IT and development become more closely integrated. **Automation ** Automation is a hot topic across industries and software solutions. Utilizing automation, businesses can improve efficiency on repeated processes and devote employee time to more complex or involved work. ITSM is no exception. Vendors are increasingly building task automation into ITSM tools to reduce time wasted on repetitive tasks and help companies deliver more efficient IT services. AIOps platforms can help pick up the slack where automation isn’t immediately included.