# Best IT Service Management Tools - Page 5

## 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**

### Publuu

Publuu is an online tool that lets you turn a regular PDF into a flipbook you can open and read in a browser. It’s used by businesses, marketers, educators, and creators to share catalogs, brochures, magazines, or reports in a way that feels closer to a real publication and is easier to view online. Once a PDF is uploaded, it can be turned into a flipbook that feels similar to browsing a printed document, with pages that flip as you go. It’s also possible to add things like videos, links, photo galleries, audio, or clickable hotspots directly into the pages. The look of the publication can be adjusted as well – for example by adding a logo, choosing colors, or using a custom link so everything stays consistent with your brand. People use Publuu to put together different types of materials, from product catalogs and digital magazines to presentations, educational content, and sales documents. Since everything runs in the browser, the publications can be opened on phones, tablets, and desktops without downloading anything. Key features and capabilities include: – Conversion of PDF files into interactive flipbooks with realistic page-turn effects. – Support for multimedia elements such as videos, links, audio, and photo galleries. – Custom branding options, including logos, colors, and white-label sharing. – Multiple sharing methods, including direct links, website embedding, and social media distribution. – Analytics and tracking tools that provide insights into reader behavior, including views, time spent, and interactions. Beyond creating and sharing publications, Publuu also makes it easier to keep them organized. Users can arrange their content on virtual bookshelves and connect their publications with analytics tools. There are also built-in security settings, such as password protection and access restrictions, which help control who can view the content. Instead of sharing static files, users can publish documents in a more interactive form that’s easier to distribute and track. This makes Publuu a practical option for teams that want a clearer way to present content and see how it’s being used.

[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=2026-07-29T09%3A51%3A38Z&secure%5Bdisplayable_resource_id%5D=1692&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=150165&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=150165&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%3D5&secure%5Btoken%5D=1b3d9d5872cdd3a0242584e8de23f972e9157aa5ca4c62ecef612910da27cd2d&secure%5Burl%5D=https%3A%2F%2Fpubluu.com%2Fflipbook-maker%2F&secure%5Burl_type%5D=product_website)

### [iSupport Software](https://www.g2.com/products/isupport-software/reviews)

iSupport Service Desk helps you to automate incident, problem, change management, reporting, knowledge, asset, end user self help, approval processes, customer surveys and advanced email processing. We leverage your current investments in Microsoft technologies such as Active Directory, SQL, WMI and more. Available for both on premises and hosted.

**Average Rating:** 4.2/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate iSupport Software?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.9/10)
- **Administration Console:** 8.3/10 (Category avg: 8.8/10)
- **Policy Dictation:** 6.7/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.2/10 (Category avg: 8.7/10)

#### Who Is the Company Behind iSupport Software?

- **Seller:** [iSupport Software](https://www.g2.com/sellers/isupport-software)
- **Year Founded:** 1992
- **HQ Location:** Vancouver, WA
- **Twitter:** @iSupportTech  
1,483 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5e094a442c84ae8cd8a21147c4c46fc471f24aace6dd8356b6124298171eaf5d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1191688%2F&secure%5Burl_type%5D=linkedin_company_website)  
14 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 50% Medium, 32% Large

#### What Are Recent G2 Reviews of iSupport Software?

**["Easy to use and best features"](https://www.g2.com/survey_responses/isupport-software-review-6706290)**

**Rating:** 4.5/5.0 stars

_— Akshay I._

[Read full review](https://www.g2.com/survey_responses/isupport-software-review-6706290)

**["It’s user friendly"](https://www.g2.com/survey_responses/isupport-software-review-9718416)**

**Rating:** 5.0/5.0 stars

_— Jigna P._

[Read full review](https://www.g2.com/survey_responses/isupport-software-review-9718416)

#### What Are G2 Users Discussing About iSupport Software?

- [What is iSupport Software used for?](https://www.g2.com/discussions/what-is-isupport-software-used-for)

### [ITarian Helpdesk](https://www.g2.com/products/itarian-helpdesk/reviews)

ITarian provides an app store where you have the option to buy a range of additional network security and endpoint management applications. The app store is open for any vendor to sell their products, but we hope that the trust and confidence we build by giving you the ITarian Platform for free will result in you purchasing your applications for all your additional needs.

**Average Rating:** 4.0/5.0

**Total Reviews:** 10

#### How Do G2 Users Rate ITarian Helpdesk?

- **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:** 9.2/10 (Category avg: 8.2/10)
- **Process Workflow:** 7.5/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ITarian Helpdesk?

- **Seller:** [ITarian](https://www.g2.com/sellers/itarian)
- **Year Founded:** 2018
- **HQ Location:** Clifton, New Jersey
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ff0d53acb565bddefcaa7b2518a48e55890bd80d32bffa201eec2b31cb706584&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F33287520%2F&secure%5Burl_type%5D=linkedin_company_website)  
13 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 80% Small, 20% Medium

#### What Are Recent G2 Reviews of ITarian Helpdesk?

**["ITarian Helpdesk can work for any size business"](https://www.g2.com/survey_responses/itarian-helpdesk-review-7602799)**

**Rating:** 4.5/5.0 stars

_— Terrence C._

[Read full review](https://www.g2.com/survey_responses/itarian-helpdesk-review-7602799)

**["Itarian"](https://www.g2.com/survey_responses/itarian-helpdesk-review-6853451)**

**Rating:** 5.0/5.0 stars

_— Volkan Y._

[Read full review](https://www.g2.com/survey_responses/itarian-helpdesk-review-6853451)

### [ServicePRO](https://www.g2.com/products/servicepro/reviews)

ServicePRO® is an enterprise service desk software that improves customer service by automating the entire service request cycle. ServicePRO® is available as a cloud-hosted solution as well as an on-premise installation. ServicePRO® is a cohesive, unified service desk platform providing full visibility into an organization’s operations while maintaining the security requirements of individual departments. From support requests to departmental workflows to company-wide processes, ServicePRO® makes it easy to automate workflows. ServicePRO® streamlines business processes to improve efficiency and results, and empowers end-users with self-service capabilities, and optimizes service delivery.

**Average Rating:** 3.4/5.0

**Total Reviews:** 12

#### How Do G2 Users Rate ServicePRO?

- **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: 8.8/10)
- **Policy Dictation:** 8.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 7.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ServicePRO?

- **Seller:** [Help Desk Technology Corporation](https://www.g2.com/sellers/help-desk-technology-corporation)
- **Year Founded:** 1993
- **HQ Location:** Oakville, Canada
- **Twitter:** @servicePROnews  
19 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=577355166841857131a2caadb6520d672e99538dcd7cf5dbbee19cb9b79ac0c4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhelp-desk-technology-corporation%2F&secure%5Burl_type%5D=linkedin_company_website)  
12 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 58% Medium, 42% Large

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

**["Easy Setup, Strong Reporting, and Helpful Customer Support"](https://www.g2.com/survey_responses/servicepro-review-12838845)**

**Rating:** 5.0/5.0 stars

_— Verified User in Retail_

[Read full review](https://www.g2.com/survey_responses/servicepro-review-12838845)

**["ServicePRO"](https://www.g2.com/survey_responses/servicepro-review-8955968)**

**Rating:** 4.0/5.0 stars

_— Sam M._

[Read full review](https://www.g2.com/survey_responses/servicepro-review-8955968)

### [ALVAO Asset Management](https://www.g2.com/products/alvao-asset-management/reviews)

ALVAO IT Asset Management (ITAM) gives organizations full lifecycle visibility and control of IT hardware and software, cutting down manual work with an intuitive tree-structured interface. With real‑time discovery via network monitoring systems, Agent, SNMP, Intune, and SCCM integration, it simplifies audits, optimizes licenses (including Microsoft 365), and supports compliance with Cyber Essentials, NIST, NIS2, and DORA. A visual CMDB maps dependencies for faster incident resolution and change planning, helping IT teams stay efficient, compliant, and cost-effective. For more information visit www.alvao.com

**Average Rating:** 4.7/5.0

**Total Reviews:** 48

#### How Do G2 Users Rate ALVAO Asset Management?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.9/10)
- **Administration Console:** 9.2/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.8/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.6/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ALVAO Asset Management?

- **Seller:** [ALVAO](https://www.g2.com/sellers/alvao)
- **Year Founded:** 1999
- **HQ Location:** Brno, CZ
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b4297ac3409125cdaa83d036c24021d1e5a99ac0bf4f819f643f3b9e60550d45&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falvao%2F&secure%5Burl_type%5D=linkedin_company_website)  
54 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 65% Medium, 31% Large

#### What Do G2 Reviewers Say About ALVAO Asset Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users benefit from the **clarity and organization** provided by ALVAO Asset Management, enhancing their asset tracking capabilities.
- Users find ALVAO Asset Management to be **very easy to use** , facilitating smooth experiences and efficient asset management.
- Users value the **user-friendly interface** of ALVAO Asset Management, enhancing ease of navigation and efficiency.
- Users value the **automation capabilities** of ALVAO Asset Management, enhancing efficiency and transforming asset management processes.
- Users value the **flexible customization options** in ALVAO Asset Management, enhancing their asset management experience effectively.

##### Cons

- Users find the **missing features** in ALVAO's web app limit functionality and impact data usability and customization.
- Users find the **poor interface design** of ALVAO Asset Management makes navigation and customization challenging and frustrating.
- Users find the **lack of SSO support** and the slightly cumbersome app experience frustrating and limiting.
- Users find ALVAO Asset Management to be a **slightly cumbersome app** and it lacks SSO support.
- Users find the app **slightly cumbersome** , and the lack of SSO support limits its usability.

#### What Are Recent G2 Reviews of ALVAO Asset Management?

**["FNB"](https://www.g2.com/survey_responses/alvao-asset-management-review-11035485)**

**Rating:** 5.0/5.0 stars

_— Marian C._

[Read full review](https://www.g2.com/survey_responses/alvao-asset-management-review-11035485)

**["Powerfull asset management solution"](https://www.g2.com/survey_responses/alvao-asset-management-review-6749393)**

**Rating:** 5.0/5.0 stars

_— Petr K._

[Read full review](https://www.g2.com/survey_responses/alvao-asset-management-review-6749393)

#### What Are G2 Users Discussing About ALVAO Asset Management?

- [What is ALVAO Asset Management used for?](https://www.g2.com/discussions/what-is-alvao-asset-management-used-for)

### [SapphireIMS](https://www.g2.com/products/sapphireims/reviews)

SapphireIMS makes your business functions & processes agile through the suite of ITIL Service Desk, Enterprise Service Management, Enterprise Asset Management, Service Lifecycle Management & Business Service Monitoring Solutions. Our Professional Services, Managed Services and Training & Certification services ensure that you have a trouble-free implementation. Value delivered 68% reduction in manual processes 35% improvement in personnel productivity 35% improvement in service delivery

**Average Rating:** 4.5/5.0

**Total Reviews:** 10

#### How Do G2 Users Rate SapphireIMS?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.9/10)
- **Administration Console:** 9.4/10 (Category avg: 8.8/10)
- **Policy Dictation:** 9.4/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.9/10 (Category avg: 8.7/10)

#### Who Is the Company Behind SapphireIMS?

- **Seller:** [SapphireIMS](https://www.g2.com/sellers/sapphireims)
- **Year Founded:** 2002
- **HQ Location:** Bengaluru, Karnataka
- **Twitter:** @sapphireims  
33 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4c8b4af986352cdc5f6c6079b000ba40f8d8f6d0df86b9e78da3414fe9ff5771&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsapphireims%2F&secure%5Burl_type%5D=linkedin_company_website)  
95 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Large, 40% Medium

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

**["Sapphire is a user friendly sofware"](https://www.g2.com/survey_responses/sapphireims-review-8134310)**

**Rating:** 4.5/5.0 stars

_— Henesey R._

[Read full review](https://www.g2.com/survey_responses/sapphireims-review-8134310)

**["Sapphire Helps us Survive during Pandemic"](https://www.g2.com/survey_responses/sapphireims-review-8153165)**

**Rating:** 5.0/5.0 stars

_— Athena Febe S._

[Read full review](https://www.g2.com/survey_responses/sapphireims-review-8153165)

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

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

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

Infraon Infinity is a powerful ITSM and AIOps Platform that supports Incident Management, Change Management, Problem Management, Request Management, SLA, Knowledge Base, Hardware Asset Management ( HAM ), IT Asset Management ( ITAM ), Software asset management ( SAM ), Network Management System ( NMS ), IT Infrastructure Management that helps you track, manage, and control all of your customer, employees and assets efficiently. Infraon Infinity is designed under ITIL V4 standards to help organizations to manage their IT Services and assets efficiently. IT Asset Management module supports both Agent and discovery, which helps the IT team to manage both office network and remote devices in the current hybrid work culture. An inbuilt ticketing system with workflow automation helps exceptional service delivery and employee satisfaction. Infraon Infinity has an intuitive UI, is effortlessly configurable and customizable to meet your exact requirements, and is easily integrated with other business and IT systems. The rich custom dashboards and reports help you make well-informed business decisions and manage your expenses, employee/customer/asset lifecycle. Infraon Infinity Platform is an All-in-one IT operations platform from Infraon Corp, whose sub-products includes Infraon Assets - IT Asset Management Platform, Infraon ITSM- IT service desk, Infraon Helpdesk - Customer Support Software, Infraon NMS- Network Management System, Infraon ITIM - Data centre Management System, and Infraon Infinity An All-in-one IT operations platform, etc. with more than 10000+ user world wide. Start a free trial now!

**Average Rating:** 4.7/5.0

**Total Reviews:** 19

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

- **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)

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

- **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:** Information Technology and Services
- **Company Size:** 95% Medium, 5% Small

#### What Do G2 Reviewers Say About Infraon Infinity?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **centralized IT operations** of Infraon Infinity, enhancing ticketing, tracking, and resolution efficiency.
- Users value the **all-in-one platform** of Infraon Infinity, which effectively streamlines operations and minimizes tool sprawl.
- Users value the **all-in-one solution** of Infraon Infinity for streamlining operations and minimizing tool sprawl.
- Users value the **all-in-one platform** of Infraon Infinity for streamlining IT operations and reducing tool sprawl.
- Users value the **centralized management** of Infraon Infinity, leading to quicker resolutions and improved visibility.

##### Cons

- Users experience **delay issues** due to the scheduled release pipeline affecting the timely delivery of requested features.
- Users experience **delays** due to the scheduled release pipeline affecting timely delivery of requested features.
- Users face challenges due to the **limited customization options** , hindering adaptability to specific business workflows.
- Users report that the **scheduled release pipeline** delays the timely delivery of requested features in Infraon Infinity.
- Users face **scheduling issues** that sometimes delay the delivery of requested features, impacting overall satisfaction.

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

**["The tool is helpful for tracking issues, though a faster response time would improve the experience."](https://www.g2.com/survey_responses/infraon-infinity-review-11716409)**

**Rating:** 4.0/5.0 stars

_— Abhishek T._

[Read full review](https://www.g2.com/survey_responses/infraon-infinity-review-11716409)

**["Helpdesk Ticketing System"](https://www.g2.com/survey_responses/infraon-infinity-review-11732899)**

**Rating:** 4.5/5.0 stars

_— Shubham S._

[Read full review](https://www.g2.com/survey_responses/infraon-infinity-review-11732899)

### [iTop](https://www.g2.com/products/itop/reviews)

If you're looking for a reliable, flexible, and cost-effective way to manage your IT services easily, iTop is the comprehensive solution designed with your needs in mind. Whether you’re an infrastructure manager handling complex systems, a service support leader striving for customer satisfaction, or a decision-maker focused on ROI and compliance, iTop adapts to your processes to simplify your tasks, streamline operations, and enhance service quality. iTop is an open-source, web-based ITSM and CMDB platform that aligns with ITIL best practices, offering flexibility for adapting to diverse organizational needs. Originally developed as an open-source project, iTop has continually evolved to address the challenges of modern IT management. With iTop, you get a solution that scales with your growth, providing tools to tackle your most pressing IT challenges while maintaining service continuity and improving team productivity.

**Average Rating:** 4.3/5.0

**Total Reviews:** 6

#### How Do G2 Users Rate iTop?

- **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 8.9/10)
- **Administration Console:** 10.0/10 (Category avg: 8.8/10)
- **Policy Dictation:** 9.2/10 (Category avg: 8.2/10)
- **Process Workflow:** 10.0/10 (Category avg: 8.7/10)

#### Who Is the Company Behind iTop?

- **Seller:** [Combodo](https://www.g2.com/sellers/combodo)
- **Year Founded:** 2010
- **HQ Location:** Échirolles, FR
- **Twitter:** @iTopByCombodo  
440 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=68007c5d18eb436e825b43d28caea9e1ae0c637a697377996560bb2fa92d144e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F9254159&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 57% Medium, 29% Small

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

**["Very helpful and easy to use"](https://www.g2.com/survey_responses/itop-review-9697161)**

**Rating:** 4.5/5.0 stars

_— Verified User in Financial Services_

[Read full review](https://www.g2.com/survey_responses/itop-review-9697161)

**["iTop is great choice"](https://www.g2.com/survey_responses/itop-review-9874021)**

**Rating:** 5.0/5.0 stars

_— Rohit S._

[Read full review](https://www.g2.com/survey_responses/itop-review-9874021)

### [InvGate Service Management](https://www.g2.com/products/invgate-service-management/reviews)

InvGate Service Management is an IT and enterprise service management solutions that enables organizations to manage incidents, service requests, problems, and changes through a unified interface. Certified in 15 ITIL practices, it provides a no-code workflow engine with drag-and-drop configuration, integrations, and pre-built templates, allowing teams to design and modify service processes without scripting. InvGate Service Management includes AI capabilities such as a Virtual (AI) Service Agent for automated request handling, and 18 native capabilities which are included in the licensing. The platform supports multi-department service delivery and can be configured without dedicated development resources.

**Average Rating:** 4.6/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate InvGate Service Management?

- **Has the product been a good partner in doing business?:** 9.1/10 (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:** 8.9/10 (Category avg: 8.7/10)

#### Who Is the Company Behind InvGate Service Management?

- **Seller:** [InvGate](https://www.g2.com/sellers/invgate-de02a2f9-af6c-4e8a-ac11-55751d51b37c)
- **Year Founded:** 2008
- **HQ Location:** Buenos Aires, Argentina, AR
- **Twitter:** @InvGate  
1,121 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4ac4842cd4add0fc6f44e0c92583b429137a787b6ced23e994d1e5894142a343&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F679915%2F&secure%5Burl_type%5D=linkedin_company_website)  
264 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 60% Small, 25% Medium

#### What Do G2 Reviewers Say About InvGate Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **intuitive interface** of InvGate Service Management, making ticket management and request handling effortless.
- Users appreciate the **intuitive and user-friendly interface** of InvGate Service Management for efficient ticket management across departments.
- Users value the **simple and user-friendly interface** of InvGate Service Management for efficient ticket management and support.
- Users appreciate the **intuitive ticket management system** of InvGate Service Management, enhancing efficiency across various departments.
- Users value the **automation features** of InvGate Service Management, significantly enhancing efficiency in service management processes.

##### Cons

- Users find the **setup complex** , making training employees challenging and hindering optimal use of InvGate Service Management.
- Users find the **complex setup** of InvGate Service Management challenging, hindering effective employee training and usage.
- Users find **import limitations** in InvGate Service Management, hindering seamless integration and data handling efficiency.
- Users note **integration issues** with third-party apps, requiring additional setup for optimal functionality in InvGate Service Management.
- Users find the **learning curve challenging** , making it tough to train employees effectively on InvGate Service Management.

#### What Are Recent G2 Reviews of InvGate Service Management?

**["Streamlined IT Support with Invgate Service Desk"](https://www.g2.com/survey_responses/invgate-service-management-review-10315022)**

**Rating:** 4.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-10315022)

**["Excellent ServiceDesk Solution that everyone likes!"](https://www.g2.com/survey_responses/invgate-service-management-review-9087567)**

**Rating:** 4.5/5.0 stars

_— Patricio I._

[Read full review](https://www.g2.com/survey_responses/invgate-service-management-review-9087567)

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

Mint Service Desk is a certified and personalized ITSM software that guarantees the highest level of ticket management. The intuitive interface allows you to easily handle all incidents, and due to the automatic identification of IT assets in the network, it is possible to immediately access complete, accurate, and up-to-date data at any time. What's more, the system provides an advanced SLA function, the ability to track the Agent's working time, API, and the option of creating reports based on incidents, assets, or users. Mint Service Desk is also compatible with ITIL®️4 and tailored to the individual needs of companies.

**Average Rating:** 4.8/5.0

**Total Reviews:** 15

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

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 8.9/10)
- **Administration Console:** 10.0/10 (Category avg: 8.8/10)
- **Policy Dictation:** 10.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 10.0/10 (Category avg: 8.7/10)

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

- **Seller:** [OPGK Rzeszow S.A.](https://www.g2.com/sellers/opgk-rzeszow-s-a)
- **HQ Location:** Rzeszow, Subcarpathia
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b652ab0e65e76f233bdedd2adca0a484a62b0d14aeef3d712148483a1fda5041&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmint-service-desk%2F&secure%5Burl_type%5D=linkedin_company_website)  
11 employees on LinkedIn®
- **Ownership:** OPGK Rzeszów

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 53% Small, 35% Medium

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

**["Very functional software, excellent adaptation to my business"](https://www.g2.com/survey_responses/mint-service-desk-review-9956594)**

**Rating:** 5.0/5.0 stars

_— GABRIELA M._

[Read full review](https://www.g2.com/survey_responses/mint-service-desk-review-9956594)

**["Easy Setup, Solid Ticket Management with Clear Pricing"](https://www.g2.com/survey_responses/mint-service-desk-review-12790223)**

**Rating:** 4.5/5.0 stars

_— Pragmatico GTM Data C._

[Read full review](https://www.g2.com/survey_responses/mint-service-desk-review-12790223)

#### What Are G2 Users Discussing About Mint Service Desk?

- [What are the components of a successful service desk?](https://www.g2.com/discussions/what-are-the-components-of-a-successful-service-desk)
- [What are the benefits of the service desk function?](https://www.g2.com/discussions/what-are-the-benefits-of-the-service-desk-function) - 1 comment
- [What does service desk software do?](https://www.g2.com/discussions/mint-service-desk-what-does-service-desk-software-do) - 1 comment
- [What are the features of help desk software?](https://www.g2.com/discussions/what-are-the-features-of-help-desk-software) - 1 comment

### [PeopleReign](https://www.g2.com/products/peoplereign/reviews)

PeopleReign is the industry's only action-taking AI platform for IT and HR employee service that manages the complete employee issue lifecycle—from predicting problems before they occur to eliminating them permanently. Pre-built workflows for the most common employee issues allow fast configuration with just a few clicks, and seamless integration with your existing technology stack enhances its capabilities while protecting your technology investment. PeopleReign is the only platform that guarantees measurable ROI in your first month.

**Average Rating:** 4.9/5.0

**Total Reviews:** 8

#### How Do G2 Users Rate PeopleReign?

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

#### Who Is the Company Behind PeopleReign?

- **Seller:** [PeopleReign](https://www.g2.com/sellers/peoplereign)
- **Company Website:** www.peoplereign.io
- **Year Founded:** 2020
- **HQ Location:** San Jose, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b93c70394c9b0096b1fae031d5ca4cbf35918179ce1b15789e698889c3a89473&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F42284837%2F&secure%5Burl_type%5D=linkedin_company_website)  
31 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 63% Large, 38% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **speed of automation** in PeopleReign, delivering quick and effective solutions for IT and HR needs.
- Users value the **deployment ease** of PeopleReign, enabling rapid implementation and immediate benefits in employee support.
- Users appreciate the **ease of use** of PeopleReign, enabling quick deployment and automation for better employee experiences.
- Users value the **efficiency** of PeopleReign, experiencing rapid deployment and instant problem resolution that enhances employee experience.
- Users love the **ease of deployment and enhancement** of PeopleReign, making AI support seamless in Teams or Slack.

##### Cons

- Users note **integration issues** that may require additional customization for complex enterprise environments, leading to extra effort.

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

**["A True Partner in Our Agentic AI Journey"](https://www.g2.com/survey_responses/peoplereign-review-12838934)**

**Rating:** 5.0/5.0 stars

_— Verified User in Consumer Services_

[Read full review](https://www.g2.com/survey_responses/peoplereign-review-12838934)

**["Outstanding Partner with Agility and Collaboration"](https://www.g2.com/survey_responses/peoplereign-review-12939128)**

**Rating:** 5.0/5.0 stars

_— Fernan K._

[Read full review](https://www.g2.com/survey_responses/peoplereign-review-12939128)

### [Siit](https://www.g2.com/products/siit/reviews)

Siit is the modern Service Desk for IT and internal operations teams. Our AI-powered platform streamlines ticketing, automates workflows, and enhances internal efficiency. Seamlessly integrating with existing tools, Siit eliminates complexity, accelerates resolution times, and transforms internal support into a strategic advantage.

**Average Rating:** 5.0/5.0

**Total Reviews:** 29

#### How Do G2 Users Rate Siit?

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

#### Who Is the Company Behind Siit?

- **Seller:** [Siit](https://www.g2.com/sellers/siit)
- **Year Founded:** 1976
- **HQ Location:** Paris, FR
- **Twitter:** @siitapp  
35 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a1dabb043b6a045e7faa391074f2b37d6a0ad1229ff10bef66019925021af63&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsiit-app&secure%5Burl_type%5D=linkedin_company_website)  
125 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software
- **Company Size:** 55% Small, 45% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Siit incredibly **easy to use** , streamlining support requests and enhancing internal communication effortlessly.
- Users find the **seamless Slack integration** of Siit enhances collaboration and significantly streamlines support requests.
- Users value the **efficient customer support** of Siit, enhancing communication and expediting resolution of requests.
- Users love the **conversational support** in Siit, enhancing communication and streamlining support requests through Slack.
- Users appreciate the **communication efficiency** of Siit, enhancing request handling and simplifying support processes for busy teams.

##### Cons

- Users feel that the **inadequate reporting** of Siit limits their ability to gain deeper insights into operations.
- Users feel that Siit lacks **inadequate reporting features** , limiting their ability to gain insights into support operations.
- Users feel there are **integration issues** with Siit, suggesting the need for broader onboarding resource connections.
- Users face **connectivity issues** with Siit, affecting their experience due to the reliance on stable internet access.
- Users desire more **customization options** in Siit to enhance their overall experience and reporting capabilities.

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

**["Good fit if your company runs on Teams"](https://www.g2.com/survey_responses/siit-review-12761625)**

**Rating:** 5.0/5.0 stars

_— Callista R._

[Read full review](https://www.g2.com/survey_responses/siit-review-12761625)

**["AI works well with our Notion knowledge base"](https://www.g2.com/survey_responses/siit-review-12771109)**

**Rating:** 5.0/5.0 stars

_— Gatien D._

[Read full review](https://www.g2.com/survey_responses/siit-review-12771109)

### [Creatio Service](https://www.g2.com/products/creatio-service/reviews)

Service Creatio is an AI-powered, no-code platform for full-cycle customer service management. It consolidates service workflows (internal and external) into a unified center, managing cases, agents, knowledge, and communication—on all channels. It’s built on the Studio Creatio platform with a composable architecture. Key Features & Capabilities 360° Customer View – One central view of contacts/accounts with full interaction history across every communication channel. Case Management – Automated case registration and classification (via email, phone, forms), smart routing, escalation, and full lifecycle support. Multi-Channel & Contact Center Tools – Omnichannel support (messaging, email, calls), unified agent desktop, intelligent queue/routing systems. Knowledge Management – Interactive knowledge base, tagging, collaboration, AI-assisted content search & recommendations. Productivity & Agent Tools – Task scheduling, calendar/email sync, dashboards, notifications, internal collaboration. AI & Automation – AI models to predict case priority, similarity of cases, sentiment, next best actions, and even help with response suggestions. Service Level Management (SLA), Queues & Workflows – Define, track, enforce SLAs; manage queues; build or use preset service workflows.

**Average Rating:** 4.5/5.0

**Total Reviews:** 9

#### How Do G2 Users Rate Creatio Service?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.9/10)
- **Administration Console:** 7.8/10 (Category avg: 8.8/10)
- **Policy Dictation:** 10.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Creatio Service?

- **Seller:** [Creatio](https://www.g2.com/sellers/creatio)
- **Year Founded:** 2014
- **HQ Location:** Boston, Massachusetts
- **Twitter:** @Creatio\_Global  
3,977 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b8659c9aedce2bb0b992997a4038d075e8fa99899c384b7d6b36d9fb77101d8c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcreatioglobal%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,150 employees on LinkedIn®
- **Phone:** +1 617 765 7997

#### Who Uses This Product?

- **Company Size:** 45% Small, 36% Medium

#### What Do G2 Reviewers Say About Creatio Service?

_AI-generated summary from verified user reviews_

##### Pros

- Users highlight the **ease of use** of Service Creatio, enjoying minimal coding for effective CRM functionalities.
- Users value the **customizability** of Service Creatio, allowing functional designs with minimal coding effort.
- Users value the **customization options** in Service Creatio, enabling easy design of required functionalities with minimal coding.

##### Cons

- Users note the **editing limitations** in Service Creatio, particularly with restrictions on manipulating DOM elements.
- Users note the **limited customization** options in Service Creatio, particularly in manipulating DOM elements.
- Users note the **limited features** of Service Creatio, particularly regarding restrictions on manipulating DOM elements.
- Users experience **poor performance** with platform stability, though support is available to assist with issues.
- Users experience **platform instability** , but acknowledge that support readily assists with issues encountered.

#### What Are Recent G2 Reviews of Creatio Service?

**["Complete View on Customer Requests, from Start to Resolution"](https://www.g2.com/survey_responses/creatio-service-review-12113410)**

**Rating:** 4.0/5.0 stars

_— Verified User in Retail_

[Read full review](https://www.g2.com/survey_responses/creatio-service-review-12113410)

**["Best Crm to use-low code/no code technology"](https://www.g2.com/survey_responses/creatio-service-review-10338302)**

**Rating:** 5.0/5.0 stars

_— Kashish S._

[Read full review](https://www.g2.com/survey_responses/creatio-service-review-10338302)

#### What Are G2 Users Discussing About Creatio Service?

- [What is Service Creatio used for?](https://www.g2.com/discussions/what-is-service-creatio-used-for)

### [Precision Bridge Data Migrator](https://www.g2.com/products/precision-bridge-data-migrator/reviews)

Precision Bridge is dedicated to simplifying data migration and data management across enterprise Service Management platforms - covering data migration, archiving, replication and synchronisation. With over 150 successful projects and more than 1 billion records migrated, Precision Bridge has the expertise and the tooling to make your next migration simple and fast. The Precision Bridge Data Migration and Management Solution has collectively saved organisations over 100,000 hours - freeing teams to focus on what matters most, while we handle the complexity of moving their Service Management data.

**Average Rating:** 4.6/5.0

**Total Reviews:** 5

#### How Do G2 Users Rate Precision Bridge Data Migrator?

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

#### Who Is the Company Behind Precision Bridge Data Migrator?

- **Seller:** [Service Management Integrations Limited](https://www.g2.com/sellers/service-management-integrations-limited-cc9d971b-1c57-4761-82de-91f30ffced5d)
- **Year Founded:** 2014
- **HQ Location:** London, GB
- **Twitter:** @PrecisionBridge  
19 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aee79ace21178799d76ab6464d742a243ca4c70af32041296a1c910596ebb4a5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fitsm-bridge&secure%5Burl_type%5D=linkedin_company_website)  
10 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Medium, 33% Small

#### What Do G2 Reviewers Say About Precision Bridge Data Migrator?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **software deployment** capabilities of Precision Bridge Data Migrator for seamless data migration and project transitions.

##### Cons

- Users find the **challenges in migration** daunting, especially for newcomers facing navigation and customization limitations.
- Users find the **high cost** of Precision Bridge Data Migrator questionable, particularly for those who use it infrequently.
- Users find the **limited customization** of Precision Bridge Data Migrator challenging, especially for new users navigating the tool.

#### What Are Recent G2 Reviews of Precision Bridge Data Migrator?

**["Flexible, Fast Migration for a Complex Cloud-to-On-Prem Move"](https://www.g2.com/survey_responses/precision-bridge-data-migrator-review-13102602)**

**Rating:** 5.0/5.0 stars

_— Patrick D._

[Read full review](https://www.g2.com/survey_responses/precision-bridge-data-migrator-review-13102602)

**["Reliable Automation for a Complex, High-Volume Enterprise Migration"](https://www.g2.com/survey_responses/precision-bridge-data-migrator-review-13073173)**

**Rating:** 4.0/5.0 stars

_— Venkatesh P._

[Read full review](https://www.g2.com/survey_responses/precision-bridge-data-migrator-review-13073173)

### [Matrix42 Service Management](https://www.g2.com/products/matrix42-service-management/reviews)

Inspire your customers with excellent service and offer your employees the best employee experience. Satisfied customers are the key to increase revenue and productivity. Outstanding service quality starts with satisfied employees. They need an efficient workspace to deliver high service quality.

**Average Rating:** 4.3/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Matrix42 Service Management?

- **Process Workflow:** 10.0/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Matrix42 Service Management?

- **Seller:** [Matrix42](https://www.g2.com/sellers/matrix42)
- **Year Founded:** 1992
- **HQ Location:** Frankfurt, Germany
- **Twitter:** @Matrix42\_global  
1,097 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2d8bfc59bf29bc475111b57746fa1c7e11ac1ca9953a3e595c79254b844bf450&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F45631&secure%5Burl_type%5D=linkedin_company_website)  
628 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Small, 25% Large

#### What Are Recent G2 Reviews of Matrix42 Service Management?

**["Current generation digital solution service"](https://www.g2.com/survey_responses/matrix42-service-management-review-5434528)**

**Rating:** 4.0/5.0 stars

_— Prem Ranjith J._

[Read full review](https://www.g2.com/survey_responses/matrix42-service-management-review-5434528)

**["Quick Ticketing After Install, Lots You Can Do with Each Ticket"](https://www.g2.com/survey_responses/matrix42-service-management-review-12654123)**

**Rating:** 4.5/5.0 stars

_— imad M._

[Read full review](https://www.g2.com/survey_responses/matrix42-service-management-review-12654123)

#### What Are G2 Users Discussing About Matrix42 Service Management?

- [What is Matrix42 Service Management used for?](https://www.g2.com/discussions/what-is-matrix42-service-management-used-for)

### [NetcareOne](https://www.g2.com/products/netcareone/reviews)

NetworkX’s integrated IT service management platform, NetcareOne™, delivers comprehensive support for enterprise IT operations, enabling organizations to achieve full operational visibility and control. By unifying real-time monitoring, IT service management, IT asset management, and field engineer dispatch, the platform ensures that every component of the IT environment is continuously tracked, managed, and optimized. Real-time alerts and intelligent automation allow teams to proactively address performance anomalies and potential failures before they impact business operations. Centralized asset and service management provide complete transparency over hardware, software, and service lifecycle, while seamless coordination with field engineers ensures rapid on-site resolution whenever required. Designed for enterprises with diverse IT landscapes — including offices, factories, retail chains, service outlets, and data centers — NetcareOne™ empowers organizations to simplify complex operations, reduce operational risks, and accelerate service delivery. Leveraging a combination of proprietary technology, professional management expertise, and a global engineer network, the platform delivers reliable, scalable, and end-to-end IT operations management, helping businesses maintain continuity, boost efficiency, and focus on their strategic goals.

**Average Rating:** 5.0/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate NetcareOne?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 8.9/10)

#### Who Is the Company Behind NetcareOne?

- **Seller:** [NetworkX](https://www.g2.com/sellers/networkx-c8e7f663-0491-49ea-8e3d-78adf147efb0)
- **Year Founded:** 2023
- **HQ Location:** Singapore, SG
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ea18f01a360e4e4220ac8b28d2f234436b77b752642ffc025d93632ac536d0dd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnetworkxcloud%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Medium, 33% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **high flexibility** of NetcareOne, appreciating its rapid service response and customizable features.
- Users appreciate the **seamless integrations** of ITSM, ITOM, and ITAM, enhancing overall flexibility and service responsiveness.
- Users value the **high adaptability and integration capabilities** of NetcareOne, enhancing their overall experience and convenience.
- Users value the **versatility** of NetcareOne, appreciating its adaptability and seamless integration of multiple IT services.
- Users appreciate the **rapid service response** of NetcareOne, enjoying its high flexibility and integrated features.

##### Cons

- Users note the need for **improvement in precision** and granularity of functions within NetcareOne for better usability.
- Users note the **limited functionality** of NetcareOne, wishing for more precision and granularity in its features.
- Users note a lack of **precise details and granular functions** in NetcareOne, limiting its overall effectiveness.

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

**["NetcareOne’s ITSM/ITOM/ITAM Capabilities Are Exactly What We Need"](https://www.g2.com/survey_responses/netcareone-review-12288851)**

**Rating:** 5.0/5.0 stars

_— Pete M._

[Read full review](https://www.g2.com/survey_responses/netcareone-review-12288851)

**["Flexible and efficient, with rapid service response, it delivers a one-stop IT management experience"](https://www.g2.com/survey_responses/netcareone-review-12126927)**

**Rating:** 5.0/5.0 stars

_— William C._

[Read full review](https://www.g2.com/survey_responses/netcareone-review-12126927)

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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.