# Best IT Service Management Tools - Page 2 ## How Many IT Service Management Tools Products Does G2 Track? **Total Products under this Category:** 174 ### Category Stats (Jul 2026) - **Average Rating:** 4.36/5 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: July 26, 2026_ ## How Does G2 Rank IT Service Management Tools Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 36,600+ Authentic Reviews - 174+ 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** ### Zoho Desk Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1482&secure%5Bchosen_at%5D=2026-07-28T20%3A48%3A58Z&secure%5Bdisplayable_resource_id%5D=58&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=58&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2743&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%3D2&secure%5Btoken%5D=518f5fe10cc7ba4705c6fc9b18630217450861d2cc6acee807cf5e7256cd00a3&secure%5Burl%5D=https%3A%2F%2Fwww.zoho.com%2Fdesk%2F%3Futm_source%3Dg2crowd%26utm_medium%3Dcpc%26utm_campaign%3DReview-Websites&secure%5Burl_type%5D=custom_url) [ SolarWinds Service Desk ](https://www.g2.com/products/solarwinds-service-desk/reviews) By [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) [ 4.3/5(786) ](https://www.g2.com/products/solarwinds-service-desk/reviews) What do users say? Users consistently praise the intuitive interface and ease of use of SolarWinds Service Desk, highlighting how it simplifies ticket management and streamlines workflows. Many appreciate its ability to Pros and Cons [ Ticketing System (8) ](https://www.g2.com/products/solarwinds-service-desk/reviews?qs=pros-and-cons)[ Missing Features (5) ](https://www.g2.com/products/solarwinds-service-desk/reviews?qs=pros-and-cons) [ Alloy Navigator ](https://www.g2.com/products/alloy-navigator/reviews) By [Alloy Software](https://www.g2.com/sellers/alloy-software) [ 4.8/5(110) ](https://www.g2.com/products/alloy-navigator/reviews) What do users say? Users consistently praise the product for its flexibility and centralized management, allowing teams to efficiently handle IT tasks across departments. The intuitive interface and robust automation fe Pros and Cons [ Asset Management (32) ](https://www.g2.com/products/alloy-navigator/reviews?qs=pros-and-cons)[ Learning Curve (13) ](https://www.g2.com/products/alloy-navigator/reviews?qs=pros-and-cons) [ ManageEngine ](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) By [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) [ 4.2/5(249) ](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) What do users say? Users consistently praise the ease of use and flexibility of ManageEngine ServiceDesk Plus, highlighting its intuitive interface and robust integration capabilities with other ManageEngine products. M Pros and Cons [ Ease of Use (9) ](https://www.g2.com/products/manageengine-servicedesk-plus/reviews?qs=pros-and-cons)[ Complexity (4) ](https://www.g2.com/products/manageengine-servicedesk-plus/reviews?qs=pros-and-cons) [ TeamDynamix ](https://www.g2.com/products/teamdynamix-it-service-management/reviews) By [TeamDynamix](https://www.g2.com/sellers/teamdynamix) [ 4.5/5(101) ](https://www.g2.com/products/teamdynamix-it-service-management/reviews) What do users say? Users consistently praise the flexibility and ease of use of TeamDynamix IT Service Management, highlighting its ability to streamline ticket management and integrate various IT functions. Many apprec [ Ivanti Neurons for ITSM ](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) By [Ivanti](https://www.g2.com/sellers/ivanti) [ 4/5(283) ](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) What do users say? Users consistently praise the product for its automation capabilities and flexibility in workflows, which significantly streamline IT service management tasks and reduce manual effort. The platform's Pros and Cons [ Customer Support (1) ](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews?qs=pros-and-cons)[ Clunky Interface (1) ](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews?qs=pros-and-cons) [ Setapp ](https://www.g2.com/products/setapp/reviews) By [Setapp](https://www.g2.com/sellers/setapp-51d3fc72-bc02-4975-bb73-a236fa22ab57) [ 4.6/5(34) ](https://www.g2.com/products/setapp/reviews) What do users say? Users consistently praise the product for its ease of use and wide range of tools, which allow them to access various applications without the hassle of individual purchases. Many appreciate the abili Pros and Cons [ Ease of Use (1) ](https://www.g2.com/products/setapp/reviews?qs=pros-and-cons)[ Poor Customer Support (1) ](https://www.g2.com/products/setapp/reviews?qs=pros-and-cons) [ Wavity Help and Service Desk ](https://www.g2.com/products/wavity-help-and-service-desk/reviews) By [Wavity](https://www.g2.com/sellers/wavity-945dce21-f871-40dc-a74f-77400146c1aa) [ 4.9/5(34) ](https://www.g2.com/products/wavity-help-and-service-desk/reviews) What do users say? Users consistently praise the intuitive interface and customizability of Wavity Help and Service Desk, highlighting how easy it is to adapt the software to their specific needs. The responsive custome Pros and Cons [ Customizability (10) ](https://www.g2.com/products/wavity-help-and-service-desk/reviews?qs=pros-and-cons)[ Color Customization (1) ](https://www.g2.com/products/wavity-help-and-service-desk/reviews?qs=pros-and-cons) [ HaloITSM ](https://www.g2.com/products/haloitsm/reviews) By [Halo Service Solutions](https://www.g2.com/sellers/halo-service-solutions) [ 4.8/5(22) ](https://www.g2.com/products/haloitsm/reviews) What do users say? Users consistently praise the ease of use and customization options of HaloITSM, noting that it allows both technicians and end-users to navigate the system effortlessly. The product's flexibility in Pros and Cons [ Ease of Use (1) ](https://www.g2.com/products/haloitsm/reviews?qs=pros-and-cons)[ Limited Customization (1) ](https://www.g2.com/products/haloitsm/reviews?qs=pros-and-cons) [ SuperOps ](https://www.g2.com/products/superops/reviews) By [SuperOps Inc](https://www.g2.com/sellers/superops-inc) [ 4.4/5(200) ](https://www.g2.com/products/superops/reviews) What do users say? Users consistently praise the intuitive interface and responsive support of SuperOps, highlighting how easy it is to navigate and manage tasks. Many appreciate the platform's ability to streamline ope Pros and Cons [ Ease of Use (78) ](https://www.g2.com/products/superops/reviews?qs=pros-and-cons)[ Missing Features (45) ](https://www.g2.com/products/superops/reviews?qs=pros-and-cons) [ Automation Anywhere Agentic... ](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) By [Automation Anywhere](https://www.g2.com/sellers/automation-anywhere) [ 4.5/5(5,616) ](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) What do users say? Users consistently praise the product for its ability to \*\*automate repetitive tasks\*\* and improve \*\*workflow efficiency\*\*, allowing teams to focus on higher-value work. The platform's integration of Pros and Cons [ Ease of Use (84) ](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews?qs=pros-and-cons)[ Expensive (28) ](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews?qs=pros-and-cons) [ Aisera ](https://www.g2.com/products/aisera/reviews) By [Automation Anywhere](https://www.g2.com/sellers/automation-anywhere) [ 4.4/5(146) ](https://www.g2.com/products/aisera/reviews) What do users say? Users consistently praise Aisera for its seamless integration and automation capabilities, which significantly enhance efficiency in handling support tasks. The platform's ability to understand natura Pros and Cons [ Helpful (51) ](https://www.g2.com/products/aisera/reviews?qs=pros-and-cons)[ Learning Curve (23) ](https://www.g2.com/products/aisera/reviews?qs=pros-and-cons) [ EasyVista Service Manager ](https://www.g2.com/products/easyvista-service-manager/reviews) By [EasyVista](https://www.g2.com/sellers/easyvista) [ 4/5(102) ](https://www.g2.com/products/easyvista-service-manager/reviews) What do users say? Users consistently praise the product for its ease of use and customization capabilities, allowing both IT and non-IT staff to navigate and adapt workflows effectively. The fast implementation and str Pros and Cons [ Integrations (5) ](https://www.g2.com/products/easyvista-service-manager/reviews?qs=pros-and-cons)[ Complex Configuration (1) ](https://www.g2.com/products/easyvista-service-manager/reviews?qs=pros-and-cons) [ Vivantio ](https://www.g2.com/products/vivantio/reviews) By [Vivantio](https://www.g2.com/sellers/vivantio) [ 4.3/5(295) ](https://www.g2.com/products/vivantio/reviews) What do users say? Users consistently praise Vivantio for its ease of use and customization capabilities, which allow teams to tailor the platform to their specific needs. The responsive customer support further enhance Pros and Cons [ Efficiency (25) ](https://www.g2.com/products/vivantio/reviews?qs=pros-and-cons)[ Improvement Needed (11) ](https://www.g2.com/products/vivantio/reviews?qs=pros-and-cons) [ Motadata ServiceOps ](https://www.g2.com/products/motadata-serviceops/reviews) By [Mindarray Systems](https://www.g2.com/sellers/mindarray-systems) [ 4.6/5(28) ](https://www.g2.com/products/motadata-serviceops/reviews) What do users say? Users consistently praise the intuitive interface and efficient ticketing system of Motadata ServiceOps, highlighting its ability to streamline IT operations and enhance asset management. The software Pros and Cons [ Asset Management (2) ](https://www.g2.com/products/motadata-serviceops/reviews?qs=pros-and-cons)[ Installation Issues (1) ](https://www.g2.com/products/motadata-serviceops/reviews?qs=pros-and-cons) [ Helpdesk 365 ](https://www.g2.com/products/helpdesk-365/reviews) By [CubicLogics](https://www.g2.com/sellers/cubiclogics) [ 4.7/5(243) ](https://www.g2.com/products/helpdesk-365/reviews) What do users say? Users consistently praise the ease of use and integration with Microsoft 365, highlighting how it simplifies ticket management and enhances team collaboration. The responsive support team further cont Pros and Cons [ Ease of Use (28) ](https://www.g2.com/products/helpdesk-365/reviews?qs=pros-and-cons)[ Slow Performance (5) ](https://www.g2.com/products/helpdesk-365/reviews?qs=pros-and-cons) - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools?order=g2_score#product-list) - [1](/categories/it-service-management-itsm-tools?order=g2_score#product-list) - 2 - [3](/categories/it-service-management-itsm-tools?order=g2_score&page=3#product-list) - [4](/categories/it-service-management-itsm-tools?order=g2_score&page=4#product-list) - [5](/categories/it-service-management-itsm-tools?order=g2_score&page=5#product-list) - [6](/categories/it-service-management-itsm-tools?order=g2_score&page=6#product-list) - … - [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=3#product-list) Spotlight Categories [Zero Trust Networking Software](https://www.g2.com/categories/zero-trust-networking) [Payment Processing Software](https://www.g2.com/categories/payment-processing) [Multi-Country Payroll Software](https://www.g2.com/categories/multi-country-payroll) [Marketing Analytics Tools](https://www.g2.com/categories/marketing-analytics) [E-Signature Software](https://www.g2.com/categories/e-signature) 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.