# Best IT Service Management Tools - Page 3

## How Many IT Service Management Tools Products Does G2 Track?

**Total Products under this Category:** 173

### 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
- 36,500+ Authentic Reviews
- 173+ 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**

### NinjaOne

NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=gdm_share&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1482&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=true&secure%5Bproduct_id%5D=25671&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%3D3&secure%5Btoken%5D=5c8b5539cc06689b5208ee73bd9a97745a5a1819a5e473050f93808b15dabbf2&secure%5Burl%5D=https%3A%2F%2Fwww.capterra.com%2Fppc%2Fclicks%2Fcollect%2FCA%2Fdirectory%2Fa9c83307-dacf-4f3d-85db-a7c4005a0803%2Fdestination%3FaffiliateDomain%3Dwww.g2.com%26specificLocation%3Dorganic-g2%26categoryId%3Da6276a6a-9029-44f3-ba84-9f69d3053adc%26listingPosition%3D1%26sessionStartPage%3DaHR0cHM6Ly93d3cuZzIuY29tL2NhdGVnb3JpZXMvaXQtc2VydmljZS1tYW5hZ2VtZW50LWl0c20tdG9vbHM_cGFnZT0z%26ts%3D1785197446509%26s%3DE6292A0BD6F88FD44926EE9535231AC6777E75D362CE1B030197C165984AB02D&secure%5Burl_type%5D=custom_url)

### [Serviceaide ChangeGear](https://www.g2.com/products/serviceaide-changegear/reviews)

We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes.

**Average Rating:** 3.9/5.0

**Total Reviews:** 104

#### How Do G2 Users Rate Serviceaide ChangeGear?

- **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.9/10)
- **Administration Console:** 8.2/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.7/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Serviceaide ChangeGear?

- **Seller:** [Serviceaide](https://www.g2.com/sellers/serviceaide)
- **Company Website:** https://www.serviceaide.com
- **Year Founded:** 2016
- **HQ Location:** San Jose, California
- **Twitter:** @ServiceAide (11 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/10676753/ (75 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Hospital & Health Care, Information Technology and Services
- **Company Size:** 50% Medium, 39% Large

#### What Do G2 Reviewers Say About Serviceaide ChangeGear?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **effective management of incidents** in Serviceaide ChangeGear, enhancing team coordination and accountability.
- Users value the **well-organized documentation and seamless integration** of ChangeGear, enhancing efficiency in change management processes.
- Users value the **collaboration features** of Serviceaide ChangeGear, enhancing teamwork and reducing miscommunication during projects.
- Users value the **seamless integration** of Serviceaide ChangeGear, enhancing efficiency and streamlining processes within their workflows.
- Users value the **robust task management** features of Serviceaide ChangeGear, enhancing accountability and streamlining change processes effectively.

##### Cons

- Users find the **outdated interface** of ChangeGear cumbersome, hindering efficiency and navigation with large datasets.
- Users experience **slow performance** with Serviceaide ChangeGear, causing frustrations during urgent tasks and hindering efficiency.
- Users often face **missing features** in ChangeGear, particularly with reporting tools and inflexible approval processes.
- Users experience **slow loading** issues that hinder productivity, especially during urgent tasks and audits, causing frustration.
- Users face challenges with **outdated interfaces and rigidity** in ChangeGear, hindering flexibility and efficiency during use.

#### What Are Recent G2 Reviews of Serviceaide ChangeGear?

**["Our team's morale has improved since we started using Serviceaide ChangeGear"](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)**

**Rating:** 4.5/5.0 stars

_— Megan P._

[Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)

**["No more guessing who’s doing what"](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)**

**Rating:** 4.0/5.0 stars

_— Vinicio B._

[Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)

### [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews)

Formerly known as CA Service Management, Clarity SM believes delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. Clarity SM (Service Management) delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experience provides analysts with tools and context to embrace the team and make every moment count. And for decision makers, business value reporting and transparency into service consumption and cost provide effective management insights. Clarity SM is designed for humans and built for service, so you can provide incredible service.

**Average Rating:** 4.2/5.0

**Total Reviews:** 19

#### How Do G2 Users Rate CA Service Desk Manager?

- **Has the product been a good partner in doing business?:** 7.8/10 (Category avg: 8.9/10)
- **Administration Console:** 9.0/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.1/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind CA Service Desk Manager?

- **Seller:** [Broadcom](https://www.g2.com/sellers/broadcom-ab3091cd-4724-46a8-ac89-219d6bc8e166)
- **Year Founded:** 1991
- **HQ Location:** San Jose, CA
- **Twitter:** @broadcom (63,909 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/broadcom/ (55,094 employees on LinkedIn®)
- **Ownership:** NASDAQ: CA

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 105% Large, 35% Medium

#### What Are Recent G2 Reviews of CA Service Desk Manager?

**["User friendly service desk"](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7505444)**

**Rating:** 4.5/5.0 stars

_— Ajay K._

[Read full review](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7505444)

**["Full stack developer"](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7647632)**

**Rating:** 5.0/5.0 stars

_— IDAN A._

[Read full review](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7647632)

### [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews)

SolarWinds® Incident Response (formerly Squadcast) is a premier unified incident management platform engineered to help modern enterprises automate response workflows, minimize downtime, and maximize engineering efficiency. Built on a robust Reliability Automation Platform, our solution seamlessly integrates on-call scheduling and incident response into a single, high-visibility interface. In today’s complex hybrid and multi-cloud environments, observability alone isn’t enough. SolarWinds Incident Response bridges the gap between detection and resolution. By unifying alerts from over 200 third-party tools, our platform uses AI-powered correlation and intelligent deduplication to eliminate alert fatigue. For DevOps, SRE, and IT teams, this means a massive reduction in "noise," allowing them to focus on critical system health rather than chasing false positives. Key Benefits for High-Performing Teams include: Accelerated Remediation: Drive significant operational improvements, with customers reporting up to a 68% reduction in Mean Time to Remediation (MTTR) and a 93% improvement in Mean Time to Acknowledge (MTTA). Intelligent On-Call Management: Automate complex scheduling and escalation paths. Ensure the right subject matter expert is reached instantly via Slack, Microsoft Teams, SMS, or mobile app notifications. Proactive SRE Workflows: Move beyond reactive firefighting. Use standardized runbooks, automated post-mortems, and SLO tracking to adopt Site Reliability Engineering (SRE) best practices effortlessly. Real-Time Collaboration: Empower cross-functional "incident swarming" with integrated communication tools and shared visibility, ensuring stakeholders are kept informed through automated status pages. Our mission is to provide the most user-friendly incident management solution on the market. By combining deep observability insights with proactive automation, we empower companies to strengthen system reliability and deliver seamless digital experiences. Whether you are managing on-premises infrastructure or scaling in the cloud, SolarWinds Incident Response provides the structured approach needed to maintain operational resilience. Transform your incident lifecycle from a manual burden into a streamlined, automated engine for continuous improvement.

**Average Rating:** 4.4/5.0

**Total Reviews:** 307

#### How Do G2 Users Rate SolarWinds IT Incident Response (Squadcast)?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10)
- **Administration Console:** 8.8/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.8/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.1/10 (Category avg: 8.7/10)

#### Who Is the Company Behind SolarWinds IT Incident Response (Squadcast)?

- **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **Year Founded:** 1999
- **HQ Location:** Austin, TX
- **Twitter:** @solarwinds (19,570 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®)
- **Ownership:** NYSE: SWI

#### Who Uses This Product?

- **Who Uses This:** DevOps Engineer, Software Engineer
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 50% Medium, 41% Small

#### What Do G2 Reviewers Say About SolarWinds IT Incident Response (Squadcast)?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **real-time alerting and scheduling** features of Squadcast, enhancing their incident management experience.
- Users appreciate the **simple and user-friendly interface** of SolarWinds IT Incident Response, making it easy to set up and use.
- Users find Squadcast's **intuitive navigation and robust automation** streamline incident management and improve team efficiency.
- Users value the **wide range of integrations** in SolarWinds IT Incident Response, enhancing centralized incident management across tools.
- Users value the **feature-richness** of SolarWinds IT Incident Response, particularly its real-time alerts and reporting capabilities.

##### Cons

- Users face **notification issues** with Squadcast, including alert flooding and difficulties in managing notifications effectively.
- Users struggle with **alert overload** in Squadcast if configurations are not set up properly, leading to fatigue.
- Users find the **missing features** frustrating, with inadequate alerting options and subpar filter functionality affecting usability.
- Users report **feature issues** with complex UI and difficulty in performing batch actions for incidents in Squadcast.
- Users face **scheduling issues** that complicate management tasks and hinder overall user experience with the app.

#### What Are Recent G2 Reviews of SolarWinds IT Incident Response (Squadcast)?

**["Effortless Implementation and Feature-Rich Integration"](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972)**

**Rating:** 4.0/5.0 stars

_— Chinthaka J._

[Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972)

**["Powerful On-Call Scheduling, Smart Alert Routing, and Seamless Monitoring Integrations"](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798)**

**Rating:** 5.0/5.0 stars

_— Manan M._

[Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798)

### [Hornbill Service Manager](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews)

Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger.

**Average Rating:** 4.5/5.0

**Total Reviews:** 136

#### How Do G2 Users Rate Hornbill Service Manager?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.9/10)
- **Administration Console:** 8.7/10 (Category avg: 8.7/10)
- **Policy Dictation:** 7.7/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Hornbill Service Manager?

- **Seller:** [Hornbill](https://www.g2.com/sellers/hornbill)
- **Year Founded:** 1995
- **HQ Location:** Ruislip, UNITED KINGDOM
- **Twitter:** @Hornbill (957 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/hornbill (172 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Government Administration
- **Company Size:** 58% Large, 39% Medium

#### What Are Recent G2 Reviews of Hornbill Service Manager?

**["A feature rich service management solution and good value proposition"](https://www.g2.com/survey_responses/hornbill-service-manager-review-5443181)**

**Rating:** 4.0/5.0 stars

_— Simon A._

[Read full review](https://www.g2.com/survey_responses/hornbill-service-manager-review-5443181)

**["Efficient and User friendly: Hornbill Service Manager"](https://www.g2.com/survey_responses/hornbill-service-manager-review-9634818)**

**Rating:** 4.0/5.0 stars

_— Aaditya P._

[Read full review](https://www.g2.com/survey_responses/hornbill-service-manager-review-9634818)

### [ScriptRunner for Jira](https://www.g2.com/products/scriptrunner-for-jira/reviews)

Designed for Jira administrators of all technical backgrounds, ScriptRunner enables you to surpass the limitations of Jira through its unlimited and advanced automation and customisation capabilities. Harness the power of scripted automation with pre-built templates and an assisted coding experience, allowing you to swiftly fulfill advanced requirements and free yourself of repetitive manual tasks Trigger actions in response to issue creation using the Script Listeners Customise your configurations and gain control over your fields using Behaviours Keep teams synced with readily-calculated info using Scripted Fields Build bespoke workflows, enforce any criteria with validators and conditions, and more. Leverage advanced JQL functions with Enhanced Search (also a standalone app) Get comprehensive documentation, a dedicated support team, and the flexibility to easily scale as your needs grow. Try ScriptRunner for free.

**Average Rating:** 4.4/5.0

**Total Reviews:** 25

#### How Do G2 Users Rate ScriptRunner for Jira?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.9/10)
- **Process Workflow:** 8.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ScriptRunner for Jira?

- **Seller:** [Adaptavist](https://www.g2.com/sellers/adaptavist)
- **Year Founded:** 2005
- **HQ Location:** London, Greater London
- **Twitter:** @Adaptavist (4,718 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/443738/ (661 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 35% Medium, 35% Large

#### What Do G2 Reviewers Say About ScriptRunner for Jira?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of automation** in ScriptRunner, enhancing workflow efficiency and simplifying issue management.
- Users value the **high customizability** of ScriptRunner for Jira, enabling tailored automation and enhanced functionality.
- Users value the **flexibility and customization** of ScriptRunner for Jira, enhancing automation and tailored workflow solutions.
- Users find ScriptRunner for Jira to be extremely **easy to use** , enhancing workflow efficiency with its automation capabilities.
- Users value the **Jira integration** of ScriptRunner, enabling powerful customizations and workflow automations easily.

##### Cons

- Users find ScriptRunner's functionality to be **complex to use** , particularly if they lack coding expertise, affecting efficiency.
- Users find **difficult learning** curves in ScriptRunner due to complex setup and the need for scripting knowledge.
- Users are frustrated by the **insufficient information** and outdated documentation, hindering their ability to utilize ScriptRunner effectively.
- Users find the **learning curve steep** with ScriptRunner for Jira, particularly due to its advanced scripting capabilities.
- Users have experienced **performance issues** with ScriptRunner, often due to extensive customizations affecting system efficiency.

#### What Are Recent G2 Reviews of ScriptRunner for Jira?

**["Honest Review about Jira"](https://www.g2.com/survey_responses/scriptrunner-for-jira-review-9898245)**

**Rating:** 4.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/scriptrunner-for-jira-review-9898245)

**["Best App so far in Marketplace to tweak Jira as per your needs"](https://www.g2.com/survey_responses/scriptrunner-for-jira-review-7896803)**

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/scriptrunner-for-jira-review-7896803)

### [Zendesk for Employee Service](https://www.g2.com/products/zendesk-for-employee-service/reviews)

Zendesk for Employee Service is an easy to use, AI-powered solution designed to streamline internal service delivery across IT Service Management (ITSM), Human Resources Service Management (HRSM), and other internal support. Built on the Zendesk Resolution Platform and powered by AI trained on 18+ billion service interactions, Zendesk empowers teams to provide fast, accurate resolutions, increasing employee satisfaction and productivity. Easy to implement, scale, and adapt across departments, Zendesk is designed to accommodate the evolving needs of growing organizations without costly developer resources. The platform offers pre-built integrations with popular IT and HR systems, along with robust data analytics to drive informed decisions. Whether you're looking to build a top-tier service desk, improve incident management, automate workflows, or boost self-service capabilities, Zendesk for Employee Service provides the ease of use, flexibility and scalability required for today's dynamic workplace.

**Average Rating:** 4.5/5.0

**Total Reviews:** 103

#### How Do G2 Users Rate Zendesk for Employee Service?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10)
- **Administration Console:** 9.0/10 (Category avg: 8.7/10)
- **Policy Dictation:** 7.6/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.1/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Zendesk for Employee Service?

- **Seller:** [Zendesk](https://www.g2.com/sellers/zendesk)
- **Company Website:** https://www.zendesk.com
- **Year Founded:** 2007
- **HQ Location:** San Francisco, CA
- **Twitter:** @Zendesk (102,672 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/418095/ (7,302 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 55% Medium, 25% Small

#### What Do G2 Reviewers Say About Zendesk for Employee Service?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **quick access to answers** from Unleash, enhancing collaboration and saving significant time.
- Users find **time-saving efficiency** with Zendesk for Employee Service, streamlining communication and project management significantly.
- Users value the **AI-powered search capabilities** of Zendesk for Employee Service, significantly enhancing support efficiency and collaboration.
- Users appreciate the **easy integrations** of Zendesk for Employee Service, quickly getting up and running with excellent support.
- Users appreciate the **smooth integration process** of Zendesk for Employee Service, enabling quick deployment and enhanced productivity.

##### Cons

- Users find the **AI limitations** in Zendesk for Employee Service hinder effective discrepancy detection and transparency.
- Users find the **limited options** in Zendesk for Employee Service restricts advanced functionality and customization.
- Users find the **missing features** in Zendesk for Employee Service limit its functionality for more complex needs.
- Users often face **slow loading** issues with Zendesk, requiring frequent refreshes to view updated tickets.
- Users find the lack of a **mobile app** for Zendesk Employee Service makes accessing information on the go challenging.

#### What Are Recent G2 Reviews of Zendesk for Employee Service?

**["Automated organized Employee service solution with Zendesk"](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-13051630)**

**Rating:** 4.5/5.0 stars

_— Aayush M._

[Read full review](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-13051630)

**["A Game Changer for People Operations"](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-12800637)**

**Rating:** 5.0/5.0 stars

_— Megan J._

[Read full review](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-12800637)

### [ALVAO Service Desk](https://www.g2.com/products/alvao-service-desk/reviews)

ALVAO Service Desk is a Microsoft-native ITSM platform that centralizes requests across IT, HR, and Facilities. Integrated with Outlook and Teams, it allows employees to create, track, and resolve tickets directly in familiar tools. AI and Copilot features automate repetitive tasks, provide smart suggestions, and power a Teams-based virtual agent for 24/7 self-service. With transparent dashboards, SLA-driven prioritization, Power platform integration, no-code automatization and Power BI reporting, ALVAO delivers clarity and measurable results. Deployable in Azure or on-premises, and aligned with ISO 27001 and SOC 2, it combines security, flexibility, and scalability to streamline service delivery and drive organizational efficiency while ensuring compliance with standards such as Cyber Essentials and DORA. For more information visit www.alvao.com

**Average Rating:** 4.6/5.0

**Total Reviews:** 52

#### How Do G2 Users Rate ALVAO Service Desk?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 8.9/10)
- **Process Workflow:** 10.0/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ALVAO Service Desk?

- **Seller:** [ALVAO](https://www.g2.com/sellers/alvao)
- **Year Founded:** 1999
- **HQ Location:** Brno, CZ
- **LinkedIn® Page:** https://www.linkedin.com/company/alvao/ (54 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Government Administration
- **Company Size:** 65% Medium, 29% Large

#### What Do G2 Reviewers Say About ALVAO Service Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **effortless automation** of processes with ALVAO, significantly enhancing efficiency and digitalization across departments.
- Users appreciate the **time-saving automation** of ALVAO Service Desk, streamlining processes and reducing manual work significantly.
- Users appreciate the **intuitive and user-friendly interface** of ALVAO Service Desk, streamlining their helpdesk operations.
- Users value the **collaboration features** of ALVAO Service Desk for seamless communication across departments and efficient processes.
- Users appreciate the **deployment ease** of ALVAO Service Desk, enabling fast provisioning and smooth implementation for new services.

##### Cons

- Users find the **insufficient information** regarding custom forms complicates their experience with ALVAO Service Desk.
- Users find the **limited customization** of ALVAO Service Desk's forms and reports can complicate usage and documentation.
- Users experience **sporadic bugs** that are usually minor and resolved through updates or consultancy assistance.
- Users find the **creation of custom forms complex** , often requiring additional documentation for better understanding.
- Users feel that the **complex reporting** features require easier customization to enhance usability and effectiveness.

#### What Are Recent G2 Reviews of ALVAO Service Desk?

**["User review after 3 years of use"](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381)**

**Rating:** 4.0/5.0 stars

_— Tomáš V._

[Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-9458381)

**["Great product and the support team"](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772)**

**Rating:** 4.5/5.0 stars

_— Lukáš S._

[Read full review](https://www.g2.com/survey_responses/alvao-service-desk-review-11034772)

### [Kaseya BMS](https://www.g2.com/products/kaseya-bms/reviews)

Kaseya BMS is a next-generation business management solution that was built specifically to help MSPs spend more time selling and delivering services, and less time on non-revenue-generating tasks like billing and project management. BMS’s scalable, open, cloud-based architecture means you can: Define & deploy new services rapidly Manage client IT projects effectively Monitor service delivery with 360o visibility

**Average Rating:** 4.3/5.0

**Total Reviews:** 40

#### How Do G2 Users Rate Kaseya BMS?

- **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 8.9/10)
- **Administration Console:** 9.3/10 (Category avg: 8.7/10)
- **Policy Dictation:** 7.8/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.2/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Kaseya BMS?

- **Seller:** [Kaseya](https://www.g2.com/sellers/kaseya)
- **Year Founded:** 2000
- **HQ Location:** Miami, FL
- **Twitter:** @KaseyaCorp (17,411 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/kaseya/ (5,471 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer & Network Security
- **Company Size:** 78% Small, 20% Medium

#### What Do G2 Reviewers Say About Kaseya BMS?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **efficiency** of Kaseya BMS, enhancing operations through integrated tools and streamlined ticket management.
- Users value the **automation features** of Kaseya BMS for enhancing efficiency and reducing manual tasks significantly.
- Users praise the **ease of use** of Kaseya BMS, enhancing efficiency with simple, integrated tools and automation.
- Users value the **efficiency of ticket management** in Kaseya BMS, enhancing productivity and simplifying operations.
- Users value the **simple and integrated features** of Kaseya BMS, enhancing efficiency with automation and reporting.

##### Cons

- Users face **integration issues** with Kaseya BMS, hindering access to essential reporting tools and performance management.
- Users struggle with **missing features** like built-in reports and API limitations that hinder team performance management.
- Users find Kaseya BMS **not user-friendly** , with an outdated interface and overly technical workflows requiring workarounds.
- Users find the **poor design** of Kaseya BMS outdated and cumbersome, requiring unnecessary workarounds for workflows.
- Users experience **slow performance** in Kaseya BMS, hindering productivity and causing frustration during critical tasks.

#### What Are Recent G2 Reviews of Kaseya BMS?

**["Great All Around Ticketing System for MSPs or IT departments"](https://www.g2.com/survey_responses/kaseya-bms-review-10525318)**

**Rating:** 5.0/5.0 stars

_— Osmany B._

[Read full review](https://www.g2.com/survey_responses/kaseya-bms-review-10525318)

**["Stunning Product with few limitations"](https://www.g2.com/survey_responses/kaseya-bms-review-11449805)**

**Rating:** 4.5/5.0 stars

_— Manjinder Singh D._

[Read full review](https://www.g2.com/survey_responses/kaseya-bms-review-11449805)

### [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

**Average Rating:** 3.7/5.0

**Total Reviews:** 281

#### How Do G2 Users Rate BMC Helix ITSM?

- **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.9/10)
- **Administration Console:** 7.6/10 (Category avg: 8.7/10)
- **Policy Dictation:** 7.6/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.1/10 (Category avg: 8.7/10)

#### Who Is the Company Behind BMC Helix ITSM?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/bmchelix/ (1,266 employees on LinkedIn®)

#### Who Uses This Product?

- **Who Uses This:** Manager
- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 77% Large, 20% Medium

#### What Do G2 Reviewers Say About BMC Helix ITSM?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of BMC Helix ITSM, enabling fast navigation and efficient task management.
- Users praise the **fast and user-friendly ticket management** of BMC Helix ITSM, enhancing task efficiency and reporting accuracy.
- Users love the **navigation ease** of BMC Helix ITSM, finding it user-friendly and intuitive for managing tasks.
- Users appreciate the **dashboard customization** in BMC Helix ITSM for its organized ticket management and ease of use.

##### Cons

- Users often face **integration issues** with BMC Helix ITSM, making the service unreachable at times.
- Users note that the **UI processing time** of BMC Helix ITSM is slow, affecting overall satisfaction.

#### What Are Recent G2 Reviews of BMC Helix ITSM?

**["Flexible, Enterprise-Grade ITSM That Scales for Complex Processes"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)**

**Rating:** 4.5/5.0 stars

_— Sachin A._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)

**["Centralizes IT Services with Powerful Automation"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-12750672)**

**Rating:** 5.0/5.0 stars

_— Mahalakshmi P._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-12750672)

### [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews)

OpenText™ SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.

**Average Rating:** 4.2/5.0

**Total Reviews:** 70

#### How Do G2 Users Rate OpenText Service Management Automation X (SMAX)?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10)
- **Administration Console:** 8.7/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.0/10 (Category avg: 8.7/10)

#### Who Is the Company Behind OpenText Service Management Automation X (SMAX)?

- **Seller:** [OpenText](https://www.g2.com/sellers/opentext)
- **Year Founded:** 1991
- **HQ Location:** Waterloo, ON
- **Twitter:** @OpenText (21,565 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2709/ (23,048 employees on LinkedIn®)
- **Ownership:** NASDAQ:OTEX

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 58% Large, 25% Medium

#### What Do G2 Reviewers Say About OpenText Service Management Automation X (SMAX)?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** in OpenText SMAX enhances their experience and saves valuable time during testing.
- Users find OpenText SMAX **easy to use** , enhancing their experience and supporting various testing scenarios effectively.
- Users value the **seamless integrations** with cloud services and appreciate the continuous improvements through updates.
- Users value the **continuous updates and integration with cloud services** , enhancing their overall experience with SMAX.
- Users appreciate the **regular software updates** that enhance functionality and improve integration with cloud services.

##### Cons

- Users find the **integration issues** of SMAX lead to inefficiencies in application development and delivery processes.
- Users feel frustrated by the **limited customization** , which hinders developers' ability to fully utilize their skills.

#### What Are Recent G2 Reviews of OpenText Service Management Automation X (SMAX)?

**["Compatibility issues and project delays"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)**

**Rating:** 5.0/5.0 stars

_— Jorge R._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)

**["Application Development and its integration"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)**

**Rating:** 5.0/5.0 stars

_— Jonathan N._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)

### [Pandora FMS](https://www.g2.com/products/pandora-fms/reviews)

Pandora FMS is a unified monitoring and observability platform designed to consolidate visibility, alerting, reporting, and automation across heterogeneous IT environments. Instead of combining multiple point tools for networks, servers, applications, and cloud services, Pandora FMS centralizes data collection and operational workflows in a single console, reducing integration effort and operational complexity in on-premise, hybrid, and multi-cloud architectures. The platform collects telemetry using multiple methods, including agents, remote checks, standard protocols (e.g., SNMP/WMI), APIs, and log/event ingestion. This enables teams to monitor infrastructure and services end-to-end, correlate signals, and maintain consistent alerting policies and dashboards across distributed estates. Pandora FMS also supports capacity and trend analysis to anticipate resource constraints and identify recurring patterns, and includes AI-assisted capabilities for anomaly detection and automated thresholds to surface hard-to-spot operational signals. Pandora FMS is extensible through a large plugin ecosystem (500+ plugins and integrations), covering a wide range of enterprise and infrastructure technologies such as SAP, Oracle, Citrix, JBoss, VMware, AWS, SQL Server, Red Hat, and WebSphere. This extensibility helps organizations standardize monitoring across legacy and modern stacks without redesigning their monitoring approach per technology. Core capabilities: -Unified monitoring for networks, servers, applications, cloud services, endpoints, and logs -Centralized alerting, event correlation, dashboards, and scheduled reporting -Flexible data collection via agents, remote checks, APIs, and plugins -Scalability for distributed environments and large numbers of monitored elements -Analytics for trend/capacity planning plus AI-assisted anomaly detection and dynamic thresholds -A key differentiator is direct vendor support, which simplifies escalation and ensures continuity of expertise for deployment, tuning, and ongoing operations.

**Average Rating:** 4.6/5.0

**Total Reviews:** 212

#### How Do G2 Users Rate Pandora FMS?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.9/10)
- **Administration Console:** 9.6/10 (Category avg: 8.7/10)
- **Policy Dictation:** 10.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Pandora FMS?

- **Seller:** [Pandora FMS](https://www.g2.com/sellers/pandora-fms)
- **Company Website:** https://pandorafms.com/
- **Year Founded:** 2004
- **HQ Location:** Madrid, Spain
- **Twitter:** @pandorafms (5,458 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/pandora-pfms/ (56 employees on LinkedIn®)

#### Who Uses This Product?

- **Who Uses This:** Data Analyst
- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 50% Medium, 37% Small

#### What Do G2 Reviewers Say About Pandora FMS?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **reliable remote monitoring** of Pandora FMS, appreciating its seamless integration and ease of access.
- Users appreciate the **ease of use** of Pandora FMS, making server monitoring and management seamless and efficient.
- Users value the **real-time monitoring** capabilities of Pandora FMS, enhancing visibility and quick response across IT systems.
- Users value the **flexibility** of Pandora FMS, easily adapting monitoring to diverse systems and specific needs.
- Users value the **real-time network monitoring** of Pandora FMS, which provides instant alerts for any issues.

##### Cons

- Users find the **learning curve steep** , especially for beginners navigating complex scripts and configurations.
- Users find the **complex setup** of Pandora FMS to be challenging, impacting initial experiences and usability.
- Users find the **learning curve steep** with Pandora FMS, particularly when customizing and integrating specific functionalities.
- Users struggle with the **complex configuration** of Pandora FMS, finding the setup process time-consuming and challenging to navigate.
- Users find the **difficult learning curve** of Pandora FMS challenging, affecting their overall experience with the software.

#### What Are Recent G2 Reviews of Pandora FMS?

**["Fast Deployment, Easy to Use, and Strong Performance Even in the Community Version"](https://www.g2.com/survey_responses/pandora-fms-review-12677659)**

**Rating:** 5.0/5.0 stars

_— David D._

[Read full review](https://www.g2.com/survey_responses/pandora-fms-review-12677659)

**["Why we decided to bet on PandoraFMS"](https://www.g2.com/survey_responses/pandora-fms-review-7666873)**

**Rating:** 4.5/5.0 stars

_— Verified User in Commercial Real Estate_

[Read full review](https://www.g2.com/survey_responses/pandora-fms-review-7666873)

### [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews)

Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Remedyforce is designed to remove complexity and help you quickly realize value.

**Average Rating:** 3.9/5.0

**Total Reviews:** 45

#### How Do G2 Users Rate BMC Helix Remedyforce?

- **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 8.9/10)
- **Administration Console:** 8.8/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.2/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.9/10 (Category avg: 8.7/10)

#### Who Is the Company Behind BMC Helix Remedyforce?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** https://www.linkedin.com/company/bmchelix/ (1,266 employees on LinkedIn®)

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 54% Large, 46% Medium

#### What Are Recent G2 Reviews of BMC Helix Remedyforce?

**["BMC Helix Remedyforce Review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596)**

**Rating:** 5.0/5.0 stars

_— Padhma M._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596)

**["BMC Helix Remedyforce personal experience review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233)**

**Rating:** 4.0/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233)

### [TOPdesk](https://www.g2.com/products/topdesk/reviews)

TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friendly application, expert consultants and knowledgeable support team. With over 25 years of experience, 4,500+ customers worldwide and offices in 11 countries, TOPdesk is continually expanding and imparting knowledge and expertise globally, while remaining loyal to its customer focused values.

**Average Rating:** 4.1/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate TOPdesk?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10)
- **Administration Console:** 8.7/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.5/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.2/10 (Category avg: 8.7/10)

#### Who Is the Company Behind TOPdesk?

- **Seller:** [TOPdesk](https://www.g2.com/sellers/topdesk)
- **HQ Location:** Delft, Zuid-Holland
- **Twitter:** @TOPdesk (1,756 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/19360/ (727 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 57% Medium, 40% Large

#### What Do G2 Reviewers Say About TOPdesk?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **user-friendly experience** and robust features of TOPdesk for efficient report generation and ticketing.
- Users value the **asset management capabilities** of TOPdesk, enhancing organization and efficiency in tracking resources.
- Users appreciate the **automation features** of TOPdesk, particularly for report generation and auto population benefits.
- Users value the **always available customer support** in TOPdesk, enhancing their overall user experience.
- Users appreciate the **user-friendly experience** of TOPdesk, making integration and support seamless and efficient.

##### Cons

- Users find the **ticketing system cumbersome** , requiring excessive clicks and lacking external acknowledgment options.
- Users find the lack of **external acknowledgement options** and automatic email allocation frustrating in TOPdesk.
- Users find the **learning curve challenging** , as locating specific options can take time before becoming intuitive.
- Users miss the **lack of email acknowledgment options** for external stakeholders, limiting communication efficiency.

#### What Are Recent G2 Reviews of TOPdesk?

**["Effortless Reports and Auto-Population Make Work a Breeze"](https://www.g2.com/survey_responses/topdesk-review-12068190)**

**Rating:** 4.0/5.0 stars

_— Joshua C._

[Read full review](https://www.g2.com/survey_responses/topdesk-review-12068190)

**["User Friendly experience with TopDesk"](https://www.g2.com/survey_responses/topdesk-review-10491030)**

**Rating:** 5.0/5.0 stars

_— Rahul S._

[Read full review](https://www.g2.com/survey_responses/topdesk-review-10491030)

### [Halo Service Desk](https://www.g2.com/products/halo-service-desk/reviews)

Halo Service Desk provides ITIL aligned service desk software that can be installed on premise or in the cloud. Through over 20 years of experience, Halo Service Desk has been developed to offer a feature rich application whilst maintaining a simple to use interface Transform legacy ways of working into modern intuitive workflows, empower teams to deliver excellent service to customers and employees repeatedly. Standardise your processes and gain valuable analytics to align IT to the business needs in a single all-inclusive, unlimited IT service desk solution. Features include: incident, problem and change management, asset management, service catalogue, telephony integration, dashboard reporting and self-service portal.

**Average Rating:** 4.5/5.0

**Total Reviews:** 17

#### How Do G2 Users Rate Halo Service Desk?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 8.9/10)
- **Administration Console:** 9.2/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.9/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Halo Service Desk?

- **Seller:** [Halo Service Solutions](https://www.g2.com/sellers/halo-service-solutions)
- **Year Founded:** 1994
- **HQ Location:** Stowmarket, England
- **LinkedIn® Page:** https://www.linkedin.com/company/2083634/ (294 employees on LinkedIn®)

#### Who Uses This Product?

- **Company Size:** 47% Small, 41% Medium

#### What Are Recent G2 Reviews of Halo Service Desk?

**["Excellent Service Desk Software"](https://www.g2.com/survey_responses/halo-service-desk-review-7842489)**

**Rating:** 5.0/5.0 stars

_— Iain L._

[Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-7842489)

**["Easy Ticket Management and SLA Tracking Made Simple"](https://www.g2.com/survey_responses/halo-service-desk-review-12626876)**

**Rating:** 4.0/5.0 stars

_— James W._

[Read full review](https://www.g2.com/survey_responses/halo-service-desk-review-12626876)

### [SAP Solution Manager](https://www.g2.com/products/sap-solution-manager/reviews)

SAP Solution Manager is a state-of-the-art management platform to derive maximum value from your SAP solution. It is included in your support engagement with SAP.

**Average Rating:** 3.9/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate SAP Solution Manager?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.9/10)
- **Administration Console:** 9.2/10 (Category avg: 8.7/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind SAP Solution Manager?

- **Seller:** [SAP](https://www.g2.com/sellers/sap)
- **Year Founded:** 1972
- **HQ Location:** Walldorf
- **Twitter:** @SAP (297,052 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/sap/ (141,955 employees on LinkedIn®)
- **Ownership:** NYSE:SAP

#### Who Uses This Product?

- **Company Size:** 67% Large, 27% Medium

#### What Are Recent G2 Reviews of SAP Solution Manager?

**["An effective solution for working with IT and other business processes"](https://www.g2.com/survey_responses/sap-solution-manager-review-6856478)**

**Rating:** 5.0/5.0 stars

_— Josip R._

[Read full review](https://www.g2.com/survey_responses/sap-solution-manager-review-6856478)

**["SAP Solman is great product for end to end LCM, monitoring, also S/4 planning"](https://www.g2.com/survey_responses/sap-solution-manager-review-4233313)**

**Rating:** 4.5/5.0 stars

_— Tanmoy D._

[Read full review](https://www.g2.com/survey_responses/sap-solution-manager-review-4233313)

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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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## 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.