# 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 - 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** ### HiHello HiHello is a Professional Presence Platform built for enterprise marketing leaders. Every email your team sends, every meeting they join, every card they share at an event is a brand moment. HiHello makes sure each one reflects the brand, captures the lead, and generates data worth acting on. Three touchpoints every employee uses every day: their business card, their email signature, and their virtual background. HiHello generates all three from one source of truth, governed by marketing and approved by IT. Update a title, swap a logo, launch a campaign, and the change rolls out across every inbox, every meeting, and every event in minutes. No shadow tools. No IT tickets to refresh a banner. No third-party servers routing your email. What HiHello powers for enterprise teams: - Digital Business Cards: branded templates with field-level edit controls, customizable card URLs, branded QR codes, profile video, and embedded YouTube/Vimeo. Share via QR, NFC, AirDrop, direct link, text, email, Apple Wallet, Google Wallet, iOS/Android widgets, Apple Watch, and Quick Connect. - Email Signature Manager: automated signature deployment across Google Workspace and Microsoft Outlook, with clickable HTML signatures, bulk distribution, status tracking, locked templates, banners, CTAs, and disclaimers. - HiHello Events: badge and business card scanning, AI-powered Contact Enrichment, team event analytics, and direct sync to Salesforce, HubSpot, and Microsoft Dynamics 365. - Virtual Backgrounds: branded backgrounds for Zoom, Microsoft Teams, Google Meet, Webex, Vimeo, Zoho Meeting, and Twitch, with locked brand packs to enforce visual standards. - Business Contact Manager: company-wide directory, custom lead capture forms, custom contact exchange and consent flows, AI Contact Enrichment, direct CRM sync, and data export controls. - Business Card Scanner: AI-powered scanning of paper cards, digital cards, NFC cards, event badges, and documents into clean, enriched digital contacts. Built for enterprise security, identity, and integration: - SOC 2 Type II certified - Compliant with GDPR, UK GDPR, CCPA, the Australian Privacy Act, and the EU-US Data Privacy Framework - HiHello never sells user data - SSO via Microsoft, Google, Okta, Entra ID, and other major SAML providers - SCIM provisioning and directory sync for automated user lifecycle management - HRIS integrations including Workday - Native CRM integrations with Salesforce, HubSpot, and Microsoft Dynamics 365 - Google Analytics support where configured - Zapier connection at the individual user level for additional workflows Every interaction is a brand moment. HiHello makes sure each one reflects the brand, captures the lead, and generates data worth acting on, across every employee, every channel, and every stage of the connection. [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=2026-08-01T21%3A57%3A41Z&secure%5Bdisplayable_resource_id%5D=1126&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=133217&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=133217&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=64bb580e8f0610bae70437c7d7be85c6632656bb61dde039800b8bfc8a829d3d&secure%5Burl%5D=https%3A%2F%2Fwww.hihello.com%2Ffeatures%2Femail-signature-manager&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® - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools?order=g2_score&page=10#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) - … - [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](/categories/it-service-management-itsm-tools?order=g2_score&page=10#product-list) - 11 - [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=12#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.