# Best IT Service Management Tools - Page 4

## 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
- 36,800+ 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**

### Rootly

Rootly is the AI-native on-call and incident management platform that helps you resolve incidents faster, improve system resilience, and streamline on-call operations. It’s your always-on production AI agent that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman.

[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=2026-07-29T22%3A49%3A49Z&secure%5Bdisplayable_resource_id%5D=1040&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=1040&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=164922&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%3D4&secure%5Btoken%5D=350da0385ee6c004331cc254e1081d66686067656ce4426b240d2c48abd54468&secure%5Burl%5D=https%3A%2F%2Fwww.rootly.com%2Fdemo&secure%5Burl_type%5D=custom_url)

### [ITSM 365](https://www.g2.com/products/itsm-365/reviews)

100% customizable Service Desk for any business small or large

**Average Rating:** 4.2/5.0

**Total Reviews:** 12

#### How Do G2 Users Rate ITSM 365?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10)
- **Administration Console:** 7.2/10 (Category avg: 8.8/10)
- **Policy Dictation:** 7.2/10 (Category avg: 8.2/10)
- **Process Workflow:** 6.7/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ITSM 365?

- **Seller:** [Naumen](https://www.g2.com/sellers/naumen)
- **Year Founded:** 2001
- **HQ Location:** Moscow, Russia
- **Twitter:** @itsm365  
22 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0ddec463627a82f55ef617e1287ed2f3a057499141622b592e793248f6bea423&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F36337&secure%5Burl_type%5D=linkedin_company_website)  
392 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 50% Medium, 33% Large

#### What Are Recent G2 Reviews of ITSM 365?

**["ITSM 365 tool is awesome"](https://www.g2.com/survey_responses/itsm-365-review-8986179)**

**Rating:** 4.0/5.0 stars

_— sourav c._

[Read full review](https://www.g2.com/survey_responses/itsm-365-review-8986179)

**["Best for managing the Projects"](https://www.g2.com/survey_responses/itsm-365-review-9056101)**

**Rating:** 5.0/5.0 stars

_— Nidhi G._

[Read full review](https://www.g2.com/survey_responses/itsm-365-review-9056101)

#### What Are G2 Users Discussing About ITSM 365?

- [What is ITSM Cost?](https://www.g2.com/discussions/what-is-itsm-cost)
- [What is ITSM Saas?](https://www.g2.com/discussions/what-is-itsm-saas)
- [Does Microsoft have an ITSM tool?](https://www.g2.com/discussions/does-microsoft-have-an-itsm-tool)

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

Xurrent is an AI-powered service and operations management platform that unifies ITSM, IT operations, and incident management on a single system of record. With an always-on AI fabric and deep automation, Xurrent helps teams eliminate silos, reduce MTTR, and keep the business running smoothly.

**Average Rating:** 4.6/5.0

**Total Reviews:** 83

#### How Do G2 Users Rate Xurrent ITSM?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **Administration Console:** 8.9/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.8/10 (Category avg: 8.7/10)

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

- **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent)
- **Company Website:** www.xurrent.com
- **Year Founded:** 2010
- **HQ Location:** Santa Barbara, US
- **Twitter:** @4me  
250 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website)  
174 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Insurance
- **Company Size:** 51% Large, 30% Medium

#### What Do G2 Reviewers Say About Xurrent ITSM?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Xurrent ITSM, benefiting from a seamless and intuitive interface.
- Users commend Xurrent ITSM for its **effective service delivery and scalability** , driving efficiencies across various departments.
- Users value the **collaborative features** of Xurrent, enhancing service delivery and support through seamless integration and communication.
- Users value the **intuitive user interface and seamless integration** of Xurrent ITSM, enhancing their overall experience and efficiency.
- Users commend the **intuitive user interface** of Xurrent ITSM, enhancing incident management and service requests effortlessly.

##### Cons

- Users express frustration over **limited features** in Xurrent ITSM, wishing for more advanced capabilities and improved documentation.
- Users find Xurrent ITSM lacks **dynamic API lookups** and advanced features, making data management and reporting cumbersome.
- Users find the **outdated interface** of Xurrent adds a dated feel, but improvements are on the way.
- Users find the **steep learning curve** with Xurrent ITSM challenging, requiring time to adapt to its updates and features.
- Users are frustrated by the **frequent bugs** in Xurrent ITSM, making it difficult to keep up with updates.

#### What Are Recent G2 Reviews of Xurrent ITSM?

**["Practical intuitive ITSM with continuous improvements"](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)**

**Rating:** 5.0/5.0 stars

_— Nils L._

[Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)

**["Diamond in a rough"](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)**

**Rating:** 5.0/5.0 stars

_— George E._

[Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)

#### What Are G2 Users Discussing About Xurrent ITSM?

- [What is 4me used for?](https://www.g2.com/discussions/what-is-4me-used-for)

### [OTRS](https://www.g2.com/products/otrs/reviews)

OTRS is a comprehensive service management suite designed to streamline customer service operations by organizing and automating communication processes. It enables businesses to efficiently handle customer inquiries, support requests, and internal communications through a centralized platform. With its user-friendly web interface, OTRS ensures seamless ticket management, workflow automation, and multi-channel communication, including email, phone, and chat. This flexibility allows service teams to deliver timely and consistent support, enhancing overall customer satisfaction. Key Features and Functionality: - Ticket Management: Organizes and prioritizes customer inquiries to prevent requests from being lost, ensuring efficient tracking and resolution. - Workflow Automation: Automates repetitive tasks and processes, reducing manual effort and minimizing errors. - Multi-Channel Communication: Supports various communication channels, including email, phone, chat, and web forms, allowing customers to reach out through their preferred methods. - Customer Self-Service Portal: Provides customers with online access to submit requests, track their status, and access a knowledge base for self-help resources. - Reporting and Analytics: Offers robust reporting tools to monitor service performance, track key performance indicators (KPIs), and make data-driven decisions. - Customization and Integration: Allows for extensive customization to align with specific business needs and integrates seamlessly with existing systems like CRM and project management tools. Primary Value and Solutions Provided: OTRS enhances customer service quality by structuring communication and automating workflows, leading to faster response times and increased customer satisfaction. By centralizing all customer interactions and support processes, it ensures that no inquiry is overlooked, and service teams can manage their tasks more effectively. The self-service portal empowers customers to find solutions independently, reducing the volume of incoming requests and allowing agents to focus on more complex issues. Additionally, the comprehensive reporting capabilities enable businesses to monitor performance, identify areas for improvement, and make informed decisions to optimize their service operations.

**Average Rating:** 4.4/5.0

**Total Reviews:** 37

#### How Do G2 Users Rate OTRS?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 8.9/10)
- **Administration Console:** 8.7/10 (Category avg: 8.8/10)
- **Policy Dictation:** 9.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.1/10 (Category avg: 8.7/10)

#### Who Is the Company Behind OTRS?

- **Seller:** [OTRS Group](https://www.g2.com/sellers/otrs-group)
- **Company Website:** www.otrs.com
- **Year Founded:** 2003
- **HQ Location:** Oberursel, Germany
- **Twitter:** @OTRSGroup  
2,639 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0e0bdecea00da2cca583422f5514412ec34a875ba23d77c2125fbcf6ea80782a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F154779%2F&secure%5Burl_type%5D=linkedin_company_website)  
115 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Pharmaceuticals
- **Company Size:** 61% Large, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs.
- Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs.
- Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs.
- Users value the **centralized management** of OTRS, enabling efficient organization of customer communications.
- Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible.

##### Cons

- Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation.
- Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform.
- Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS.
- Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets.

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

**["Great Ticketing System"](https://www.g2.com/survey_responses/otrs-review-11701969)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/otrs-review-11701969)

**["Review for the software used on day to day basis"](https://www.g2.com/survey_responses/otrs-review-10954006)**

**Rating:** 5.0/5.0 stars

_— Verified User in Internet_

[Read full review](https://www.g2.com/survey_responses/otrs-review-10954006)

#### What Are G2 Users Discussing About OTRS?

- [What is OTRS used for?](https://www.g2.com/discussions/what-is-otrs-used-for)
- [Which module transforms data into required format in OTRS?](https://www.g2.com/discussions/which-module-transforms-data-into-required-format-in-otrs)
- [How much does Otrs cost?](https://www.g2.com/discussions/how-much-does-otrs-cost)
- [What does Otrs mean?](https://www.g2.com/discussions/what-does-otrs-mean)
- [Why is a system such as OTRS necessary for service desks?](https://www.g2.com/discussions/why-is-a-system-such-as-otrs-necessary-for-service-desks)

### [Infraon Desk](https://www.g2.com/products/infraon-desk/reviews)

AI-driven Service Management system to automate business processes and service delivery through an ITIL based service Desk system, available in SaaS and on-premise. Certified on 13 ITIL v3 processes by PINK Elephant / PINK Verify.

**Average Rating:** 4.6/5.0

**Total Reviews:** 27

#### How Do G2 Users Rate Infraon Desk?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **Administration Console:** 9.2/10 (Category avg: 8.8/10)
- **Policy Dictation:** 9.4/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.6/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Infraon Desk?

- **Seller:** [Infraon](https://www.g2.com/sellers/infraon)
- **Year Founded:** 2021
- **HQ Location:** San Francisco, CA
- **Twitter:** @infraoncorp  
93 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=58c6422c5e91b001c15870454c8fa5030f41a2382a89820b6b36219bb06a65a0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finfraon%2F&secure%5Burl_type%5D=linkedin_company_website)  
18 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer & Network Security
- **Company Size:** 52% Medium, 30% Large

#### What Are Recent G2 Reviews of Infraon Desk?

**["The Infraon Desk is user friendly and easier to understand and access."](https://www.g2.com/survey_responses/infraon-desk-review-7431402)**

**Rating:** 5.0/5.0 stars

_— Chethan M._

[Read full review](https://www.g2.com/survey_responses/infraon-desk-review-7431402)

**["Everest Infraon Desk is the decent ITSM solution"](https://www.g2.com/survey_responses/infraon-desk-review-7401011)**

**Rating:** 4.5/5.0 stars

_— Chinmay C._

[Read full review](https://www.g2.com/survey_responses/infraon-desk-review-7401011)

#### What Are G2 Users Discussing About Infraon Desk?

- [What is Infraon Desk used for?](https://www.g2.com/discussions/what-is-infraon-desk-used-for)

### [BOSSDesk](https://www.g2.com/products/bossdesk/reviews)

BOSSDesk is an ITIL aligned Service/ Help Desk available both on the Cloud and On- Premise. It is an integrated ITSM solution and includes Incident, Asset, Change and Problem Management modules along with a powerful Service Catalog for enhanced Service Delivery. Automate manual processes using powerful workflows and ticket routing features , saving time and keeping costs down while providing an unparalleled customer experience. Learn more about BOSSDesk at www.boss-solutions.com

**Average Rating:** 4.1/5.0

**Total Reviews:** 10

#### How Do G2 Users Rate BOSSDesk?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10)
- **Administration Console:** 9.3/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind BOSSDesk?

- **Seller:** [BOSS Solutions](https://www.g2.com/sellers/boss-solutions)
- **Year Founded:** 1991
- **HQ Location:** United States
- **Twitter:** @BOSS2U  
389 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ed8bb071c4cde6b0494afb7e61a59c5a8bf90cb917dfeeccb4b8b74da6da201f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fboss%2F&secure%5Burl_type%5D=linkedin_company_website)  
118 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer & Network Security
- **Company Size:** 109% Medium, 9% Small

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

**["Worked well at previous employer"](https://www.g2.com/survey_responses/bossdesk-review-9682214)**

**Rating:** 4.5/5.0 stars

_— Verified User in Government Administration_

[Read full review](https://www.g2.com/survey_responses/bossdesk-review-9682214)

**["Good customer support software Bossdesk"](https://www.g2.com/survey_responses/bossdesk-review-5201315)**

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/bossdesk-review-5201315)

#### What Are G2 Users Discussing About BOSSDesk?

- [What is BOSSDesk used for?](https://www.g2.com/discussions/what-is-bossdesk-used-for)

### [AssetSonar](https://www.g2.com/products/ezo-assetsonar/reviews)

AssetSonar is a comprehensive IT asset and service management platform that provides organizations with real-time visibility into their entire digital infrastructure. This solution enables users to effectively track and optimize their hardware, software, licenses, tickets, and service management processes. By doing so, AssetSonar helps businesses reduce risks, control IT expenditures, improve service delivery, and enhance compliance with regulatory requirements. Targeted primarily at mid-market to enterprise-level IT teams and IT asset managers, AssetSonar addresses common challenges organizations face, such as SaaS sprawl, shadow IT, redundant software licenses, fragmented service workflows, and disconnected asset data. The platform's robust features, including software discovery, license tracking, software normalization, ITSM, and IT Graph context, empower businesses to gain a clearer understanding of their IT landscape. This clarity enables informed decision-making on software use, asset ownership, service impact, and licensing, ultimately leading to cost savings and improved operational efficiency. One of the standout features of AssetSonar is its risk-based patching capabilities. This functionality enables IT teams to identify vulnerabilities in their systems, prioritize them by severity, and take swift action to remediate them. By focusing on the most critical vulnerabilities, organizations can significantly reduce their exposure to security threats and ensure that their systems remain secure and compliant with industry standards. AssetSonar also offers native ITSM capabilities that connect incidents, service requests, approvals, SLAs, knowledge articles, self-service, and automation with live asset and software context. Its integrations with leading MDM, directory, security, and endpoint management tools such as Jamf, Intune, SCCM, and other IT systems help teams centralize operational data and maintain continuous visibility across the IT ecosystem. This not only enhances operational efficiency but also frees up valuable time for IT professionals to concentrate on strategic initiatives that drive business growth. By optimizing the IT asset and service lifecycle, AssetSonar equips organizations with the tools they need to boost team efficiency, resolve requests faster, manage onboarding and offboarding, and make smarter purchasing decisions. Its capabilities in IT asset management, IT service management, software governance, patch management, and automation help businesses maintain complete control over their digital assets as they navigate the complexities of modern IT environments. AssetSonar provides unlimited asset context with the ability to manage unlimited tickets with unlimited agents.

**Average Rating:** 4.5/5.0

**Total Reviews:** 74

#### How Do G2 Users Rate AssetSonar?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10)
- **Administration Console:** 9.2/10 (Category avg: 8.8/10)
- **Policy Dictation:** 9.7/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.2/10 (Category avg: 8.7/10)

#### Who Is the Company Behind AssetSonar?

- **Seller:** [EZO](https://www.g2.com/sellers/ezo)
- **Company Website:** ezo.io
- **Year Founded:** 2011
- **HQ Location:** Carson City, Nevada
- **Twitter:** @EZOsolutions  
810 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5d247cd8d293d421760a721d612c85e4cea5e68f925d2142365459a9b2d329c0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fezosolutions%2F&secure%5Burl_type%5D=linkedin_company_website)  
290 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 72% Medium, 11% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **centralized asset tracking** of AssetSonar, which enhances visibility and accountability for asset management.
- Users value the **ease of use** of AssetSonar, praising its seamless integrations and streamlined processes.
- Users appreciate the **superior product quality** of AssetSonar, citing seamless integrations and excellent reporting capabilities.
- Users value the **advanced integrations** with MDMs, enhancing workflow efficiency and simplifying asset management significantly.
- Users value the **responsive customer support** from AssetSonar, making setup and asset management efficient and reliable.

##### Cons

- Users face **filtering issues** in AssetSonar that hinder report generation and complicate data analysis processes.
- Users find the **customization options limited** compared to competitors, hindering tailored workflows and deeper reporting capabilities.
- Users find the **complexity** of AssetSonar challenging initially, often requiring training and support to navigate effectively.
- Users experience **inadequate reporting** with limited flexibility, making it cumbersome to pull necessary data efficiently.
- Users find **limited features** in AssetSonar, particularly in customization and mobile app functionality compared to competitors.

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

**["Streamlined Asset Tracking with Stellar Support"](https://www.g2.com/survey_responses/assetsonar-review-12121420)**

**Rating:** 5.0/5.0 stars

_— Davd F._

[Read full review](https://www.g2.com/survey_responses/assetsonar-review-12121420)

**["AssetSonar Makes Asset Tracking Simple, Efficient, and Easy to Manage"](https://www.g2.com/survey_responses/assetsonar-review-12405260)**

**Rating:** 4.0/5.0 stars

_— Tonnika R._

[Read full review](https://www.g2.com/survey_responses/assetsonar-review-12405260)

### [DevRev](https://www.g2.com/products/devrev-devrev/reviews)

DevRev Computer is an AI-powered work platform that connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, meeting notes) into a unified knowledge graph. Data is synced from existing tools through a connector layer called AirSync. Computer searches across all connected systems, takes actions on behalf of users, automates workflows, and generates insights grounded in business context. It supports automated ticket resolution, customer account research, sales pipeline analysis, and cross-team reporting through purpose-built apps and custom AI agents. Available as a desktop app, mobile app, and browser interface.

**Average Rating:** 4.3/5.0

**Total Reviews:** 209

#### How Do G2 Users Rate DevRev?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **Administration Console:** 8.3/10 (Category avg: 8.8/10)
- **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 DevRev?

- **Seller:** [DevRev](https://www.g2.com/sellers/devrev)
- **Company Website:** devrev.ai
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, CA
- **Twitter:** @devrev  
3,269 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7ff75e6c27a7ab7e34d90b81a332d186bba82f1668a3e24d029651d41f934d4b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdevrev%2F&secure%5Burl_type%5D=linkedin_company_website)  
937 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** HR Specialist, Product Manager
- **Top Industries:** Computer Software, Financial Services
- **Company Size:** 54% Medium, 33% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of DevRev, noting its user-friendly interface and seamless navigation.
- Users commend the **efficiency** of DevRev, noting its rapid navigation and responsiveness enhances their support experience.
- Users appreciate the **intuitive and powerful features** of DevRev, enhancing communication and operational efficiency across teams.
- Users commend DevRev's **intuitive platform** , seamless communication, flexible workflows, and responsive support team, enhancing overall productivity.
- Users value the **robust functionality and insightful analytics** of DevRev, enhancing their customer engagement experience.

##### Cons

- Users find several **missing features** in DevRev, particularly around automation, reporting, and cohort creation.
- Users note the **limited features** of DevRev, which restricts automation, reporting, and user flow analysis capabilities.
- Users find a **lack of features** in DevRev, impacting automation and reporting capabilities, but improvements are noted.
- Users find the **learning curve steep** , making it challenging for non-tech individuals to navigate DevRev effectively.
- Users find the product **not intuitive** , making it challenging for non-tech teams to navigate and utilize effectively.

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

**["Great customer support agent and good set of connectors and nodes in workflow builder."](https://www.g2.com/survey_responses/devrev-review-10455174)**

**Rating:** 4.5/5.0 stars

_— Vinod K._

[Read full review](https://www.g2.com/survey_responses/devrev-review-10455174)

**["Powerful Traceability, Though Weighed Down by Complex Onboarding"](https://www.g2.com/survey_responses/devrev-review-12756836)**

**Rating:** 4.0/5.0 stars

_— Tushar M._

[Read full review](https://www.g2.com/survey_responses/devrev-review-12756836)

### [Track-It!](https://www.g2.com/products/track-it/reviews)

Newly redesigned, fully web based integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Endpoint Management, Software Deployment, Patch Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more.

**Average Rating:** 3.7/5.0

**Total Reviews:** 98

#### How Do G2 Users Rate Track-It!?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.9/10)
- **Administration Console:** 8.1/10 (Category avg: 8.8/10)
- **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 Track-It!?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Higher Education
- **Company Size:** 56% Medium, 29% Large

#### What Are Recent G2 Reviews of Track-It!?

**["Nice tool with a great Name"](https://www.g2.com/survey_responses/track-it-review-10177651)**

**Rating:** 4.0/5.0 stars

_— Hector D._

[Read full review](https://www.g2.com/survey_responses/track-it-review-10177651)

**["A Solid Business help desk Tool"](https://www.g2.com/survey_responses/track-it-review-9021286)**

**Rating:** 4.0/5.0 stars

_— Aryan K._

[Read full review](https://www.g2.com/survey_responses/track-it-review-9021286)

#### What Are G2 Users Discussing About Track-It!?

- [What needs improvement with Track-It! to better support your IT help desk operations?](https://www.g2.com/discussions/what-needs-improvement-with-track-it-to-better-support-your-it-help-desk-operations)
- [What is Track-It! used for?](https://www.g2.com/discussions/what-is-track-it-used-for)

### [C2 ITSM](https://www.g2.com/products/c2-itsm/reviews)

C2 ITSM is a comprehensive IT service management solution designed to help organizations of all sizes streamline their IT operations, boost productivity, and enhance customer service. Built on a flexible and customizable framework, C2 ITSM adapts to the unique workflows and processes of each organization, offering a tailored approach to IT service management that aligns with specific operational requirements. Targeted primarily at IT departments across various sectors, C2 ITSM is particularly beneficial for organizations that manage a high volume of service requests and require efficient incident and problem resolution. The platform is equipped to handle a wide range of use cases, from automating repetitive tasks to providing a centralized configuration management database (CMDB) that offers complete visibility into IT assets and configurations. By adhering to ITIL's best practices, C2 ITSM enables organizations to effectively manage incidents, problems, changes, and assets, ultimately leading to improved service delivery and customer satisfaction. Key features of C2 ITSM include robust incident and problem management capabilities, which empower IT teams to resolve issues quickly and efficiently. The platform also offers change management tools that facilitate the implementation of changes with minimal disruption to ongoing operations. Additionally, the asset management feature provides valuable insights into the lifecycle of IT assets, allowing organizations to optimize their resources and reduce operational costs. The user-friendly interface unifies service management processes, simplifying collaboration and communication among team members. C2 ITSM distinguishes itself in the IT service management category by offering seamless integration with existing tools, advanced reporting, and analytics capabilities. This functionality empowers IT teams to make data-driven decisions and enhances their ability to respond proactively to service requests. Furthermore, the solution is backed by a strong support system, including 24/7 North American support and a financially backed 99.9% service level guarantee, ensuring that organizations can depend on C2 ITSM for their IT service management needs. With a proven track record since 2008, C2 ITSM is committed to security and compliance, being hosted in North America and adhering to ISO 27001 and SOC-2 Type II certifications. This dedication to quality and security, combined with an affordable pricing model that avoids costly add-ons, positions C2 ITSM as a reliable choice for organizations seeking to enhance their IT service management capabilities.

**Average Rating:** 4.2/5.0

**Total Reviews:** 39

#### How Do G2 Users Rate C2 ITSM?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.9/10)
- **Administration Console:** 9.4/10 (Category avg: 8.8/10)
- **Policy Dictation:** 6.7/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.4/10 (Category avg: 8.7/10)

#### Who Is the Company Behind C2 ITSM?

- **Seller:** [SherWeb](https://www.g2.com/sellers/sherweb)
- **Year Founded:** 1998
- **HQ Location:** Sherbrooke, Quebec, Canada
- **Twitter:** @SherWeb  
2,384 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0853f9a8b7a50923b3a20227d0e517b3bef72fdf6eb1ced7d46be8ed4b40b353&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsherweb%2F&secure%5Burl_type%5D=linkedin_company_website)  
935 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Government Administration
- **Company Size:** 57% Medium, 40% Large

#### What Are Recent G2 Reviews of C2 ITSM?

**["Very versatile application"](https://www.g2.com/survey_responses/c2-itsm-review-7129749)**

**Rating:** 4.5/5.0 stars

_— Stéphane c._

[Read full review](https://www.g2.com/survey_responses/c2-itsm-review-7129749)

**["the software is efficient and easy to use"](https://www.g2.com/survey_responses/c2-itsm-review-7129860)**

**Rating:** 4.0/5.0 stars

_— Marc-Andre D._

[Read full review](https://www.g2.com/survey_responses/c2-itsm-review-7129860)

#### What Are G2 Users Discussing About C2 ITSM?

- [What is C2 ITSM used for?](https://www.g2.com/discussions/what-is-c2-itsm-used-for)

### [AutomationEdge](https://www.g2.com/products/automationedge/reviews)

AutomationEdge Hyperautomation Platform is an integrated approach to enable digital transformation across business functions. It combines the elements of automation, Artificial Intelligence, Robotic Process Automation, ETL, Machine Learning, integration and smart analytics to enable end-to-end workflows that go beyond RPA. AutomationEdge helps organizations automate not only mundane, repetitive, rule-based tasks but also complex, cross-functional tasks across the enterprise whether in the front office, middle office or back office. It also offers a library of reusable pre-built robots/adaptors at AutomationEdge Bot Store, to quicken the development cycle. The store includes pre-built automation for IT, HR, Finance, Accounting, Marketing, spreadsheet processing, ERP, CRM, AML, etc. AutomationEdge has already delivered its innovative solution to large multinationals globally like American Express, Capita, Coty, ICICI Lombard, HDFC Life, Smart Dubai Government, Mashreq Bank and Genpact to name a few. AutomationEdge is listed in all leading marketplaces including Salesforce AppExchange, BMC Marketplace, ServiceNow Store, Cherwell Marketplace, ZenDesk Marketplace and more.

**Average Rating:** 4.6/5.0

**Total Reviews:** 73

#### How Do G2 Users Rate AutomationEdge?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **Administration Console:** 8.6/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.6/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.6/10 (Category avg: 8.7/10)

#### Who Is the Company Behind AutomationEdge?

- **Seller:** [AutomationEdge](https://www.g2.com/sellers/automationedge)
- **Year Founded:** 2015
- **HQ Location:** Houston, Texas
- **Twitter:** @AutomationEdge  
422 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e3c10ce96ffb88cdb34967521cccb2f9e4c77942bb9e6d89677c6c821b132893&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10390971%2F&secure%5Burl_type%5D=linkedin_company_website)  
592 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 49% Medium, 39% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **easy automation** of workflows with AutomationEdge, enjoying its user-friendly and intuitive interface.
- Users appreciate the **intuitive interface** of AutomationEdge, making workflow automation simple and accessible for all skill levels.
- Users love the **easy workflow automation** of AutomationEdge, appreciating its intuitive interface and smooth bot performance.
- Users love the **easy bot creation** in AutomationEdge, appreciating its intuitive interface and smooth deployment.
- Users find AutomationEdge to be **user-friendly and simple to learn** , making the onboarding process quick and comfortable.

##### Cons

- Users find the **initial setup complexity** challenging, especially beginners who may require additional guidance to navigate workflows.
- Users find the **lack of guidance** challenging for beginners, especially during the initial setup of complex workflows.
- Users experience a **learning curve** with complex workflows, making initial setup challenging for beginners without guidance.
- Users find the **steep learning curve** challenging initially, requiring guidance before they can effectively use AutomationEdge.

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

**["Effortless Workflow Automation with an Intuitive Interface"](https://www.g2.com/survey_responses/automationedge-review-12081346)**

**Rating:** 4.0/5.0 stars

_— Verified User in Education Management_

[Read full review](https://www.g2.com/survey_responses/automationedge-review-12081346)

**["Exceptionally User-Friendly and Effortless to Learn"](https://www.g2.com/survey_responses/automationedge-review-11942306)**

**Rating:** 5.0/5.0 stars

_— Courtney W._

[Read full review](https://www.g2.com/survey_responses/automationedge-review-11942306)

#### What Are G2 Users Discussing About AutomationEdge?

- [What is AutomationEdge used for?](https://www.g2.com/discussions/what-is-automationedge-used-for) - 1 comment

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

The ServiceTeam ITSM Power App delivers modern and cost-effective ITSM for Microsoft Customers. Native to the Microsoft ecosystem, ServiceTeam ITSM provides ITIL-aligned ITSM capabilities, directly taking advantage of the Power Platform, Dynamics 365, Microsoft 365, Azure, Power BI and Teams to maximize investments in Microsoft technologies and deliver a highly secure, scalable, and flexible ITSM solution. ServiceTeam ITSM is comprised of two editions, Professional and Enterprise, plus a ServiceTeam ITAM add on. “ServiceTeam ITSM offers a robust set of ITSM capabilities for the cost, which is enhanced further with the optional ITAM capabilities. The use of the Microsoft Power Platform and it’s capabilities fits well with the growing industry trend for low code and AI and exploiting enterprise service management opportunities through wider ITSM tool use and bespoke applications.” – Stephen Mann, Principal Analyst & Content Director at ITSM.tools ServiceTeam ITSM lets you leverage Power BI for management reporting, configure automated workflows with Power Automate, deploy Power Virtual Agent chatbots, capitalize on existing Microsoft technology skillsets, and so much more. Check out Provance.com for detailed description of the ServiceTeam ITSM capabilities. With ServiceTeam ITSM, you can achieve excellent customer service—supporting business growth with a ‘best-of-platform’ solution. “ServiceTeam ITSM is a capability-rich ITSM solution aimed at organizations of all sizes across all verticals. An existing or new investment in the Microsoft ecosystem is required, but this also offers access to a wealth of Microsoft technologies—such as business intelligence and machine learning—that can be applied to ITSM operations.” – Stephen Mann, Principal Analyst & Content Director at ITSM.tools Get a copy of the independent review of ServiceTeam ITSM conducted by Stephen Mann of ITSM.tools by visiting the Official Downloads section of this profile.

**Average Rating:** 3.9/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate ServiceTeam ITSM?

- **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.9/10)
- **Administration Console:** 7.7/10 (Category avg: 8.8/10)
- **Policy Dictation:** 6.9/10 (Category avg: 8.2/10)
- **Process Workflow:** 7.9/10 (Category avg: 8.7/10)

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

- **Seller:** [Provance Technologies](https://www.g2.com/sellers/provance-technologies)
- **Company Website:** www.provance.com
- **Year Founded:** 1997
- **HQ Location:** Ottawa, Ontario Canada
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=783bc32d1813d5ffff03b515bb4e37cdd83a6e84b641eb5229b3e6759d88cc4a&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fprovance-technologies&secure%5Burl_type%5D=linkedin_company_website)  
82 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 44% Medium, 28% Small

#### What Do G2 Reviewers Say About ServiceTeam ITSM?

_AI-generated summary from verified user reviews_

##### Pros

- Users highlight the **intuitive self-service portal** of ServiceTeam ITSM, enhancing ticket management and communication efficiency.
- Users appreciate the **ease of automation** in ServiceTeam ITSM, simplifying workflow management and reporting through great integrations.
- Users praise the **easy-to-use incident management** feature that simplifies problem handling and enhances reliability.
- Users praise the **excellent customer support** of ServiceTeam ITSM, enhancing their overall experience and satisfaction.
- Users value the **customizability** of ServiceTeam ITSM, enhancing their experience with smooth workflows and detailed reporting.

##### Cons

- Users find the **learning curve steep** , making implementation and customization challenging without adequate training and support.
- Users find the **clunky interface** of ServiceTeam ITSM to be less than satisfactory, impacting their overall experience.
- Users find the **complex administration** challenging, with difficult configurations and unresponsive technical support.
- Users find **complex configuration** challenging, often struggling with implementation and inadequate technical support knowledge.
- Users find the **steep learning curve** of ServiceTeam ITSM overwhelming, particularly for those unfamiliar with Microsoft tools.

#### What Are Recent G2 Reviews of ServiceTeam ITSM?

**["Intuitive ITSM with a Strong Self-Service Portal"](https://www.g2.com/survey_responses/serviceteam-itsm-review-11910874)**

**Rating:** 4.0/5.0 stars

_— Trevor B._

[Read full review](https://www.g2.com/survey_responses/serviceteam-itsm-review-11910874)

**["User-Friendly Platform with Helpful Support, But Implementation Can Be Tricky"](https://www.g2.com/survey_responses/serviceteam-itsm-review-11857368)**

**Rating:** 4.5/5.0 stars

_— Verified User in Manufacturing_

[Read full review](https://www.g2.com/survey_responses/serviceteam-itsm-review-11857368)

#### What Are G2 Users Discussing About ServiceTeam ITSM?

- [What is ServiceTeam ITSM used for?](https://www.g2.com/discussions/what-is-serviceteam-itsm-used-for)

### [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews)

IFS assyst is an Enterprise Service Management (ESM) and IT Service Management (ITSM) solution provided by IFS. It’s designed to help organizations automate workflows, enhance service and support quality, and boost customer satisfaction across various industries. We deliver frictionless customer and employee experiences, one intelligent workflow at a time. Our modern service management technology lets you automate service delivery and support so your customers get what they need fast, and you can focus on building the future of your organization. IFS assyst is uniquely easy to buy, set up, use, and upgrade. Whether you’re in IT, HR, Facilities, Finance, or any other team that provides services to customers and employees, IFS assyst puts service management technology within your reach. Our process automation takes the boring out of everyday tasks, allowing you to focus on work that matters. Global brands trust IFS assyst to automate complex business processes easily without fuss. Everyday we assyst!

**Average Rating:** 3.5/5.0

**Total Reviews:** 14

#### How Do G2 Users Rate IFS assyst?

- **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.9/10)
- **Process Workflow:** 5.0/10 (Category avg: 8.7/10)

#### Who Is the Company Behind IFS assyst?

- **Seller:** [IFS](https://www.g2.com/sellers/ifs)
- **Year Founded:** 1983
- **HQ Location:** Linkoping , Sweden
- **Twitter:** @ifs  
18,002 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=fb2d87440599b1c1d63a31a2d107bf79d5db5325a7df749eed76c27bef823054&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F164301%2F&secure%5Burl_type%5D=linkedin_company_website)  
9,232 employees on LinkedIn®
- **Ownership:** STO: IFS

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 79% Large, 29% Medium

#### What Are Recent G2 Reviews of IFS assyst?

**["Robust and customizable software to meet your needs"](https://www.g2.com/survey_responses/ifs-assyst-review-817420)**

**Rating:** 4.0/5.0 stars

_— Jamie Lynn P._

[Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-817420)

**["Axios in retail"](https://www.g2.com/survey_responses/ifs-assyst-review-479881)**

**Rating:** 4.5/5.0 stars

_— Игорь ._

[Read full review](https://www.g2.com/survey_responses/ifs-assyst-review-479881)

#### What Are G2 Users Discussing About IFS assyst?

- [What is IFS assyst used for?](https://www.g2.com/discussions/what-is-ifs-assyst-used-for)

### [SolarWinds Web Help Desk](https://www.g2.com/products/solarwinds-web-help-desk/reviews)

SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of tickets • A pragmatic approach to applying ITIL best practices with the flexibility to make it work for your environment • Automate and schedule discovery of hardware and software assets in your IT infrastructure, and track asset history including ownership and related service requests • Built-in knowledge base for creating FAQ and knowledge base articles to assist your help desk team and promote self-service to end users

**Average Rating:** 3.9/5.0

**Total Reviews:** 59

#### How Do G2 Users Rate SolarWinds Web Help Desk?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.9/10)
- **Administration Console:** 9.5/10 (Category avg: 8.8/10)
- **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 SolarWinds Web Help Desk?

- **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:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,824 employees on LinkedIn®
- **Ownership:** NYSE: SWI

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Education Management
- **Company Size:** 62% Medium, 22% Large

#### What Do G2 Reviewers Say About SolarWinds Web Help Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** of SolarWinds Web Help Desk to be straightforward and intuitive.

##### Cons

- Users report **outdated features** in SolarWinds Web Help Desk that often fail to function as intended.
- Users find the **missing features** in SolarWinds Web Help Desk detrimental to their overall experience and efficiency.
- Users experience **outdated interface** issues that lead to problems with functionality and user satisfaction.

#### What Are Recent G2 Reviews of SolarWinds Web Help Desk?

**["Efficient Ticket Management and Workflow Automation for IT Support Operations"](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-12851149)**

**Rating:** 4.0/5.0 stars

_— Thisal R._

[Read full review](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-12851149)

**["Decent ticketing solution for low Budget"](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-11326908)**

**Rating:** 4.0/5.0 stars

_— Harshvardhan K._

[Read full review](https://www.g2.com/survey_responses/solarwinds-web-help-desk-review-11326908)

#### What Are G2 Users Discussing About SolarWinds Web Help Desk?

- [What is SolarWinds Web Help Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-web-help-desk-used-for)
- [What is SolarWinds software?](https://www.g2.com/discussions/solarwinds-web-help-desk-what-is-solarwinds-software)
- [How does help desk software work?](https://www.g2.com/discussions/how-does-help-desk-software-work)
- [How do I install SolarWinds Web Help Desk?](https://www.g2.com/discussions/how-do-i-install-solarwinds-web-help-desk)
- [What is SolarWinds Web Help Desk?](https://www.g2.com/discussions/what-is-solarwinds-web-help-desk)

### [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews)

Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business users.

**Average Rating:** 3.5/5.0

**Total Reviews:** 57

#### How Do G2 Users Rate BMC FootPrints?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.9/10)
- **Administration Console:** 4.2/10 (Category avg: 8.8/10)
- **Policy Dictation:** 5.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 6.5/10 (Category avg: 8.7/10)

#### Who Is the Company Behind BMC FootPrints?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Higher Education, Law Practice
- **Company Size:** 60% Large, 39% Medium

#### What Are Recent G2 Reviews of BMC FootPrints?

**["Easy"](https://www.g2.com/survey_responses/bmc-footprints-review-3525866)**

**Rating:** 5.0/5.0 stars

_— Kyra D._

[Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-3525866)

**["Footprints is a pretty good service desk"](https://www.g2.com/survey_responses/bmc-footprints-review-4295067)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-4295067)

#### What Are G2 Users Discussing About BMC FootPrints?

- [What is BMC FootPrints used for?](https://www.g2.com/discussions/what-is-bmc-footprints-used-for)

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

Alemba Service Manager (previously vFire) is a highly functional, 100% ITIL-compliant IT Service Management tool with a specific focus on request fulfilment. Backed by 25 years of heritage, Alemba Service Manager enables users to respond quickly to business demands by dramatically reducing time to request fulfilment through automated workflowed integration. Alemba’s unique pricing model takes into account different levels of participation in, offering an interface for every kind of user.

**Average Rating:** 4.0/5.0

**Total Reviews:** 64

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

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.9/10)
- **Administration Console:** 7.5/10 (Category avg: 8.8/10)
- **Policy Dictation:** 6.7/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.7/10 (Category avg: 8.7/10)

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

- **Seller:** [Alemba](https://www.g2.com/sellers/alemba)
- **Year Founded:** 2007
- **HQ Location:** Send, United Kingdom
- **Twitter:** @Alemba  
408 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4936490c4d0d1f7591098e2460da6cee8bea0c18d4add02e118fa711af03110e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falemba%2F&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Civil Engineering
- **Company Size:** 61% Large, 28% Medium

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

**["Cost effective with great customisation"](https://www.g2.com/survey_responses/alemba-service-manager-review-9716354)**

**Rating:** 4.0/5.0 stars

_— Verified User in Government Administration_

[Read full review](https://www.g2.com/survey_responses/alemba-service-manager-review-9716354)

**["Simple, Realistic, Ease of Use and Cost effective IT Service Management tool."](https://www.g2.com/survey_responses/alemba-service-manager-review-1457048)**

**Rating:** 5.0/5.0 stars

_— rajeev t._

[Read full review](https://www.g2.com/survey_responses/alemba-service-manager-review-1457048)

#### What Are G2 Users Discussing About Alemba Service Manager?

- [What is Alemba Service Manager used for?](https://www.g2.com/discussions/what-is-alemba-service-manager-used-for)

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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

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.