# Best IT Service Management Tools - Page 11

## 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
- 37,000+ 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**

### Aikido Security

Aikido Security is the developer-first security platform that unifies code, cloud, protection, and attack testing in one suite of best-in-class products. Built by developers for developers, Aikido helps teams of any size ship secure software faster, automate protection, and simulate real-world attacks with AI-driven precision. The platform’s proprietary AI cuts noise by 95%, delivers one-click fixes, and saves developers 10+ hours per week. Aikido Intel proactively uncovers vulnerabilities in open source packages before disclosure, helping secure more than 50,000 organizations worldwide, including Revolut, Niantic, Visma, Montblanc, and GoCardless.

[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=2026-08-03T23%3A26%3A38Z&secure%5Bdisplayable_resource_id%5D=2647&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=1259627&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1259627&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%3D11&secure%5Btoken%5D=f7753ff98ca72cbfafc6efeaefa7e073acb4c6a8e3118942555b3836b60e3998&secure%5Burl%5D=https%3A%2F%2Fwww.aikido.dev%2Fcloud%2Fcloud-posture-management-cspm%3Futm_source%3Dg2%26utm_campaign%3Dg2-promoted-listing-cspm%26utm_medium%3Dcpc&secure%5Burl_type%5D=custom_url)

### [Rexpondo](https://www.g2.com/products/rexpondo/reviews)

Rexpondo is a professional, "Made in Italy" Service Desk and ITSM platform designed for IT support, team management, and enterprise-grade customer service. Originally built on an OTRS foundation, Rexpondo evolves the concept of ticketing into a complete and highly flexible Service Management solution. Key Modules & Features: -Advanced Ticketing: Optimized management of internal and external requests with SLA monitoring and intelligent ticket assignment. -Full ITSM System: Integration of ITIL best practices, including CMDB, Process, and Change Management to organize corporate IT infrastructure. -AI & Automation: AI agents based on LLM models to provide 24/7 natural support, reduce response times, and automate repetitive workflows. -Business Flexibility: A solution built around specific business needs, capable of adapting to complex workflows for both Customer Service and IT operations.

#### Who Is the Company Behind Rexpondo?

- **Seller:** [E-time](https://www.g2.com/sellers/e-time)
- **Year Founded:** 2001
- **HQ Location:** San Martino Buon Albergo, IT
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0a2732e8cbe2831ef53250be6bf777aff47059bb7e061c9841792684bd090424&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fe-time-s-r-l-&secure%5Burl_type%5D=linkedin_company_website)  
43 employees on LinkedIn®

### [Rolyte ITSM](https://www.g2.com/products/rolyte-itsm/reviews)

SaaS products on ITSM services, like ticket support, call management, AMC.

#### Who Is the Company Behind Rolyte ITSM?

- **Seller:** [Rolyte](https://www.g2.com/sellers/rolyte)
- **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®

### [SBN](https://www.g2.com/products/sbn/reviews)

SBN is the central station software package that covers all IT needs of a central station from Marketing to Service. Each module is designed to support the global monitoring market featuring monitoring, Customer Service, Marketing, Purchasing, Scheduling, and Billing

#### Who Is the Company Behind SBN?

- **Seller:** [SDL International](https://www.g2.com/sellers/sdl-international)
- **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=ed185738b9e813f1736e06b72fb07eb70ecb4048889a59630ff38970b6d216e3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finnovative-business-software-p-l%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

### [Serval](https://www.g2.com/products/serval/reviews)

AI Agents for IT. Automate help desk requests, just-in-time access, onboarding and offboarding with AI-powered workflows that build themselves.

#### Who Is the Company Behind Serval?

- **Seller:** [Serval](https://www.g2.com/sellers/serval)
- **Company Website:** www.serval.com
- **HQ Location:** San Francisco, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c367826717aa0175cb1b1b1b873800fc40a87619bcbea13fb54d89e48421ee2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgetserval%2F&secure%5Burl_type%5D=linkedin_company_website)  
59 employees on LinkedIn®

### [ServiceFocus](https://www.g2.com/products/servicefocus/reviews)

ServiceFocus, our user-friendly, integrated and intelligent AI powered IT service management solution offers high-end features and capabilities that help you build structure around the lifecycle of your IT services- from definition and creation, to management and maintenance.

#### Who Is the Company Behind ServiceFocus?

- **Seller:** [HTC Global Services](https://www.g2.com/sellers/htc-global-services)
- **Year Founded:** 1990
- **HQ Location:** Troy, Michigan, United States
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=65df0757d215d6069527e4c565b4fc6c04f7dddb50b04e3cdcb8f66bf0a8d0fa&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhtc-global-services&secure%5Burl_type%5D=linkedin_company_website)  
9,468 employees on LinkedIn®

### [Servicely](https://www.g2.com/products/servicely/reviews)

Servicely is an infinitely flexible, AI-powered Enterprise Service Management platform that provides businesses with a single system of record and action for service delivery, empowering service teams to manage workloads, automate tasks, and enhance agent productivity through the power of Agentic AI and Generative AI embedded into every facet of the platform. Servicely isn’t just another one-size-fits-all solution; it’s a flexible, scalable platform designed to evolve alongside ambitious, growing businesses, accelerating service delivery and improving customer and end-user satisfaction. By harnessing the combined power of AI and human expertise, Servicely empowers IT teams to flourish, driving exponential impact and transforming how work flows across the entire business. Servicely can be utilised across the enterprise, as a platform powering: – Enterprise Service Management (ESM) – IT Service Management (ITSM) – IT Asset Management (ITAM) – HR Service Delivery – Project Portfolio Management (PPM) – Customer Service Management (CSM) – Security Operations – Risk Management – Vendor & Contract Management Platform Capabilities: Orchestration & Automation • Automate actions within the platform and across integrations • Reduce agent swivel-chairing • Automate low-value work • Build complex automation with ease No-code/low-code configuration & workflow builder • Completely configurable – from simple changes to custom apps • Democratise innovation and empower all to automate • Create powerful workflows • Speed up changes Embedded Generative AI • AI is embedded across every facet of the platform • Augment service agents with an AI copilot • Increase accuracy with Retrieval Augmented Generation • Generate knowledge articles Agentic AI / AI Agents • Deliver always-on self-service to users/customers via an AI agent • Proactively identify problems and resolve or triage them • Automate service management and reduce operational costs Self-Service Portal • Give users a centralised portal for services across your enterprise • Speed up service delivery and empower users with self-service • Log requests, resolve incidents and find information with ease Integrations • Integrate with your key business applications via native integrations or REST API • Automate tasks and AI actions across integrated platforms • Shift service delivery left and reduce service costs

#### Who Is the Company Behind Servicely?

- **Seller:** [Servicely.ai](https://www.g2.com/sellers/servicely-ai)
- **HQ Location:** Sydney, AU
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bf2629d70df53f3df14ed8430e7972bd3c421cc928c7d1d7da33949d4e654704&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fservicely-ai%2F&secure%5Burl_type%5D=linkedin_company_website)  
15 employees on LinkedIn®

### [Set3 Solutions Limited](https://www.g2.com/products/set3-solutions-limited/reviews)

With over two decades of expertise at Set3 Solutions, your local UK ManageEngine Technology Partner, we assist hundreds of UK customers each year in making sense of ManageEngine applications, software and services.

#### Who Is the Company Behind Set3 Solutions Limited?

- **Seller:** [Set3 Solutions Limited](https://www.g2.com/sellers/set3-solutions-limited)
- **Year Founded:** 2011
- **HQ Location:** West Grinstead, GB
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3539e1f88c6b1a7e041ac136e5fd359a08a0e49642450103f033cba892e3b792&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fset3-solutions-ltd&secure%5Burl_type%5D=linkedin_company_website)  
7 employees on LinkedIn®

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

SEWA IT Service Management (ITSM) is a modern, AI-powered service management solution designed to help organizations automate, orchestrate, and optimize service delivery across IT and business functions. SEWA provides a comprehensive set of ITSM capabilities including - Incident Management - Service Request Management - Problem Management - Change Management - SLA Management - Approval Management - Knowledge Management - Service Catalog - Workflow Automation. The platform enables organizations to standardize service processes, improve response times, and deliver consistent service experiences through a centralized and configurable environment. Unlike traditional ticketing systems, SEWA follows a platform-first approach, allowing organizations to build custom workflows, applications, portals, and business services on the same foundation. Through low-code configuration capabilities, teams can rapidly adapt processes to changing business requirements without extensive development effort. SEWA incorporates AI-powered capabilities such as virtual assistants, intelligent workflow automation, conversational service experiences, and decision-driven orchestration to reduce manual effort and improve operational efficiency. The platform also provides integration capabilities and extensible APIs to connect with external business systems and enterprise applications. Key benefits include: Faster incident and request resolution Improved SLA compliance Increased service desk productivity Enhanced employee and customer experience Reduced manual effort through automation Rapid workflow and application development Scalable enterprise-grade architecture SEWA is ideal for organizations seeking a flexible and intelligent service management platform that can evolve beyond ITSM into a broader Enterprise Service Management (ESM) strategy. Key Features: Incident Management Service Request Management Problem Management Change Management Service Catalog SLA Management Approval Engine Knowledge Management Workflow Automation Self-Service Portal AI Virtual Assistant (SIA Chat) Low-Code Application Development Analytics & Reporting Integration APIs Multi-Tenant Architecture Role-Based Access Control Enterprise Service Management Foundation SEWA's strongest differentiator: AI-powered service management on a unified platform rather than a standalone ticketing system.

#### Who Is the Company Behind SEWA IT Service Management?

- **Seller:** [Gratcorp Technologies](https://www.g2.com/sellers/gratcorp-technologies)
- **Year Founded:** 2021
- **HQ Location:** Haldwani, IN
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d8cf1277cb01acb9e15c65958c7e8e1d9c4cc3fe8cc1f7b8452ac251926ca076&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgratcorptechnologies&secure%5Burl_type%5D=linkedin_company_website)  
11 employees on LinkedIn®

### [Signal9](https://www.g2.com/products/signal9/reviews)

Before the incident, there are alerts. Signal9 is a Signal Operations platform that helps teams manage alerts, on-call response, and operational automation in one place. Ingest alerts from your existing monitoring tools, coordinate response through integrated escalation and on-call workflows, and automate repetitive operational tasks using backtesting, shadow mode, and AI-driven recommendations.

#### Who Is the Company Behind Signal9?

- **Seller:** [Signal9](https://www.g2.com/sellers/signal9)
- **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=ddc42a83f5ca6e79e8f164944ed2c04d687af4775463e60894c3ce44698be0d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsignal9%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

### [Snipe-IT for Jira](https://www.g2.com/products/snipe-it-for-jira/reviews)

Snipe‑IT for Jira brings your Snipe‑IT asset data directly into Jira and Jira Service Management, making ITSM and ITAM workflows smoother and more transparent. Support teams can view, search, and update assets right from an issue, while customers can easily select their assigned devices when submitting requests. With full visibility into asset details, history, and custom fields, teams reduce tool‑switching, improve accuracy, and resolve issues faster.

#### Who Is the Company Behind Snipe-IT for Jira?

- **Seller:** [codefortynine GmbH](https://www.g2.com/sellers/codefortynine-gmbh)
- **Year Founded:** 2018
- **HQ Location:** Karlsruhe, Baden-Württemberg
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1a5f7df72cf1fa851d0df0ede66bc9eb6732d7ab2ab9303c92818160fa003d2c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcodefortynine%2F&secure%5Burl_type%5D=linkedin_company_website)  
14 employees on LinkedIn®

### [Starhive](https://www.g2.com/products/starhive/reviews)

Starhive is an asset management and CMMS system for teams to bring order to their asset chaos. By unifying all your asset data and to-dos in one place, maintenance, renewals, and restocks can be handled proactively. Our cloud-based software is flexible and scalable, promoting high asset data accuracy. Starhive excels with complex assets, assets with critical dependencies, and customisable user interfaces to help your colleagues adopt new processes.

#### Who Is the Company Behind Starhive?

- **Seller:** [Starhive](https://www.g2.com/sellers/starhive)
- **HQ Location:** Stockholm, SE
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=31dcbd50c85f1e6ed58052e059a50a1173b0ef91a129133376f6b78bd4a5c0af&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fstarhive&secure%5Burl_type%5D=linkedin_company_website)  
27 employees on LinkedIn®

### [STEG E-GENE ITSM](https://www.g2.com/products/steg-e-gene-itsm/reviews)

E-GENE ITSM Solution which is built on No-code platform leads to efficiency and productivity gains.

#### Who Is the Company Behind STEG E-GENE ITSM?

- **Seller:** [STEG](https://www.g2.com/sellers/steg)
- **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=46dd6bd7107467e6142132354ed311d86f8f3287f86d1fdc6605dee2cb36688f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fstegofficial%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

### [Symphona Resolve](https://www.g2.com/products/symphona-resolve/reviews)

Symphona Resolve is an advanced exception management solution designed to automate error resolution and streamline business operations. By integrating artificial intelligence and machine learning, it identifies, analyzes, and addresses exceptions across various processes, reducing manual intervention and enhancing operational efficiency. Key Features and Functionality: - Automated Exception Handling: Detects and resolves errors in real-time, minimizing downtime and operational disruptions. - AI-Powered Analysis: Utilizes machine learning algorithms to analyze patterns and predict potential exceptions before they occur. - Seamless Integration: Easily integrates with existing systems, ensuring a smooth transition and compatibility with current workflows. - Customizable Workflows: Allows businesses to tailor exception management processes to their specific needs and industry requirements. - Comprehensive Reporting: Provides detailed reports and insights into exception trends, aiding in continuous improvement and decision-making. Primary Value and User Benefits: Symphona Resolve addresses the common challenge of managing operational exceptions by automating error detection and resolution. This leads to increased efficiency, reduced operational costs, and improved accuracy in business processes. By minimizing manual intervention, organizations can focus on strategic initiatives, enhance customer satisfaction, and maintain a competitive edge in their industry.

#### Who Is the Company Behind Symphona Resolve?

- **Seller:** [SimplyAsk](https://www.g2.com/sellers/simplyask)
- **HQ Location:** Vancouver, CA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=863d43b5047ae32aa0f5277d0fc56f6c67cdd8643f56f720605251465cbbb1d7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsimplyask&secure%5Burl_type%5D=linkedin_company_website)  
50 employees on LinkedIn®

### [Symphona Serve](https://www.g2.com/products/symphona-serve/reviews)

Symphona Serve is an AI-powered service request management solution designed to streamline and automate customer service operations. By integrating advanced automation tools, it enhances efficiency, reduces manual workloads, and ensures timely and effective support. Symphona Serve is part of the Symphona suite, a no-code AI business efficiency platform developed by SimplyAsk.ai. Key Features and Functionality: - Automated Ticketing and Assignment: Automatically generates and assigns service tickets, ensuring prompt attention to customer inquiries. - Centralized Dashboard: Provides a unified interface for managing service requests, tracking progress, and monitoring resolution statuses. - Integration with AI Agents: Seamlessly connects with Symphona Converse to enhance customer interactions through AI-powered agents. - No-Code Workflow Automation: Allows users to create and manage service workflows without any coding expertise, facilitating quick deployment and adaptability. Primary Value and Solutions Provided: Symphona Serve addresses the challenges of manual service request management by automating routine tasks, thereby reducing human error and operational costs. It empowers organizations to deliver faster, more reliable customer support, enhancing overall service quality. By eliminating tedious manual processes, businesses can focus on strategic initiatives, leading to increased productivity and customer satisfaction.

#### Who Is the Company Behind Symphona Serve?

- **Seller:** [SimplyAsk](https://www.g2.com/sellers/simplyask)
- **HQ Location:** Vancouver, CA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=863d43b5047ae32aa0f5277d0fc56f6c67cdd8643f56f720605251465cbbb1d7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsimplyask&secure%5Burl_type%5D=linkedin_company_website)  
50 employees on LinkedIn®

### [Techease Solutions](https://www.g2.com/products/techease-solutions/reviews)

Whether for your home or small business, TechEase provide you best support with our specialized techies available just for you.

#### Who Is the Company Behind Techease Solutions?

- **Seller:** [TechEase Solutions](https://www.g2.com/sellers/techease-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®

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[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

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