# Best IT Service Management Tools - Page 6

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

**Total Products under this Category:** 175

### 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
- 36,900+ Authentic Reviews
- 175+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

## G2 Grid® for IT Service Management Tools
 ![G2 Grid® for IT Service Management Tools plotting products by satisfaction and market presence](https://www.g2.com/categories/it-service-management-itsm-tools/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=5231&focus%5B%5D=2864&focus%5B%5D=16222&focus%5B%5D=25675&focus%5B%5D=929&focus%5B%5D=1404685)

Highlighted products: ServiceNow IT Service Management, NinjaOne, Jira Service Management, Freshservice, Atera, ClickUp, Autotask, and monday service.

Underlying data: [Grid® JSON](https://www.g2.com/categories/it-service-management-itsm-tools/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=ninjaone&focus%5B%5D=jira-service-management&focus%5B%5D=freshservice&focus%5B%5D=atera&focus%5B%5D=clickup&focus%5B%5D=autotask&focus%5B%5D=monday-service)

**Sponsored**

### UserGuiding

UserGuiding is a no-code product adoption platform for teams who need users to reach value on their own, without a support ticket or a training call. You build in-app guidance inside your own product using a visual editor and a Chrome extension, with no engineering ticket. Interactive guides and walkthroughs, onboarding checklists, tooltips, hotspots, banners and announcement modals, each targeted to segments you define from user attributes and events. One platform for the whole adoption loop. Onboard users, see where they stall, ask them why, collect what they want built next, show them what you committed to, then announce it in-app when it ships. Self-serve help: a standalone multilingual Knowledge Base, a Resource Center widget inside your product, and an AI Assistant that answers your users' questions conversationally from your own content. Deflect tickets without adding headcount. Feedback and evidence: in-app surveys and NPS targeted to the right users at the right moment, analytics on every guide, checklist and survey, and Session Replay to see exactly where users stall. Custom Alerts flag a material that stops performing, instead of you finding out at the monthly review. Feature requests and public roadmap: your users submit ideas inside your product and vote on each other's. Everything lands in an inbox you approve before anything goes public. What you pick moves onto a public roadmap in status columns you name yourself, and when it ships it becomes an update post on the same page the request started on. AI-native access: UserGuiding ships an MCP server, so you can query your own adoption data straight from Claude, Cursor or any MCP client rather than exporting spreadsheets. The 1:1 onboarding program: twelve weeks, one hour a week, someone from our team on a call with yours, building in your account instead of handing you a plan. Each session takes one piece of your user journey and gets something live. UserGuiding is the only product adoption platform that includes a weekly 1:1 onboarding program at no additional fee. Everywhere else, hands-on implementation is a paid services engagement or reserved for enterprise contracts. You can see what UserGuiding costs without booking a call. Plans start at $174 per month billed annually. Enterprise adds SAML SSO, activity logs, migration support, and SOC 2, GDPR and HIPAA compliance. More than 1,000 companies use UserGuiding, which holds 4.7 stars across 772 G2 reviews, most often praised for how quickly it goes live.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1482&secure%5Bchosen_at%5D=2026-07-31T16%3A23%3A07Z&secure%5Bdisplayable_resource_id%5D=10&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=10&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=85720&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%3D6&secure%5Btoken%5D=8883f32867f820e851c064ccd623d498960ac1125c47b26e355ea33a94b306da&secure%5Burl%5D=https%3A%2F%2Fuserguiding.com%2F%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_cpc&secure%5Burl_type%5D=custom_url)

### [Serviceaide Intelligent Service Management](https://www.g2.com/products/serviceaide-intelligent-service-management/reviews)

Intelligent Service Management is a robust, full-featured service management suite that’s simple, affordable and aided by Luma™ – the Virtual Support Agent with Artificial Intelligence. The solution reduces support efforts and improves the end user experience. With the help of codeless configuration and drag-and-drop service automation, customization is easy, and administration is minimal. Luma’s AI based conversational interface understands the user’s intent, ensuring requests are actionable, minimizing process exceptions and harmonizing communications between end users and staff so all nine supported ITIL processes maximize staff productivity and yield excellent support.

**Average Rating:** 4.3/5.0

**Total Reviews:** 3

#### Who Is the Company Behind Serviceaide Intelligent Service Management?

- **Seller:** [Serviceaide](https://www.g2.com/sellers/serviceaide)
- **Year Founded:** 2016
- **HQ Location:** San Jose, California
- **Twitter:** @ServiceAide  
11 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=863a50a8c62ca4d10d25fa4c75a0028b0f740f8eb3ca6aa0e6c8e1addb2de538&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10676753%2F&secure%5Burl_type%5D=linkedin_company_website)  
75 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Are Recent G2 Reviews of Serviceaide Intelligent Service Management?

**["ITSM review"](https://www.g2.com/survey_responses/serviceaide-intelligent-service-management-review-4441943)**

**Rating:** 5.0/5.0 stars

_— Seema K._

[Read full review](https://www.g2.com/survey_responses/serviceaide-intelligent-service-management-review-4441943)

**["Amazing Experience with service Industry"](https://www.g2.com/survey_responses/serviceaide-intelligent-service-management-review-2347484)**

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/serviceaide-intelligent-service-management-review-2347484)

#### What Are G2 Users Discussing About Serviceaide Intelligent Service Management?

- [What is Serviceaide Intelligent Service Management used for?](https://www.g2.com/discussions/what-is-serviceaide-intelligent-service-management-used-for)

### [Unduit](https://www.g2.com/products/unduit/reviews)

Unduit is the ultimate platform to buy, deploy, manage, track, retrieve, repair, resell, store, and recycle IT assets in 100+ countries. The future of ITaaS and automating all the major IT pain points.

**Average Rating:** 4.8/5.0

**Total Reviews:** 10

#### How Do G2 Users Rate Unduit?

- **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 Unduit?

- **Seller:** [Unduit](https://www.g2.com/sellers/unduit)
- **Year Founded:** 2011
- **HQ Location:** Lisle, US
- **Twitter:** @unduitllc  
604 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=be0cc71332b48fb97634282b31a774d5c160e2d4b75805499c93baa1bd95eb79&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Funduitwireless&secure%5Burl_type%5D=linkedin_company_website)  
45 employees on LinkedIn®
- **Ownership:** Unduit LLC

#### Who Uses This Product?

- **Company Size:** 110% Large, 80% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** provided by Unduit, enabling efficient management of IT devices with minimal training.
- Users appreciate the **automation** in Unduit, simplifying IT asset management and enhancing visibility across multiple sites.
- Users value the **clear actionable insights** from Unduit, enhancing efficiency in managing their asset fleet effectively.
- Users appreciate the **excellent product quality** of Unduit, noting its simplicity and effective asset management features.
- Users value the **intuitive data management** of Unduit, facilitating easy onboarding and streamlined device lifecycle processes.

##### Cons

- Users face a **learning curve** that can hinder initial use, though training helps facilitate quicker understanding.
- Users find the **reporting dashboard confusing** and wish for a more user-friendly layout and improved functionality.
- Users feel the **reporting dashboard can be improved** , preferring better presentation and customization options for data exports.
- Users find that the **difficult learning curve** can be challenging for new staff, though training helps alleviate this issue.
- Users feel that the **inadequate reporting** and confusing layout of Unduit hinder their overall experience.

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

**["Smarter asset decisions with clear insights and smooth onboarding"](https://www.g2.com/survey_responses/unduit-review-12208403)**

**Rating:** 5.0/5.0 stars

_— Andre L._

[Read full review](https://www.g2.com/survey_responses/unduit-review-12208403)

**["A Practical Solution That Brought Structure and Confidence To our IT Operations"](https://www.g2.com/survey_responses/unduit-review-12088183)**

**Rating:** 5.0/5.0 stars

_— Omar A._

[Read full review](https://www.g2.com/survey_responses/unduit-review-12088183)

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

deeploi is the all-in-one IT platform that makes IT management stress-free and helps companies keep their IT simple, secure, and efficient. The platform is designed for HR teams, founders, and IT leads who want to stop worrying about IT, automate routine tasks, and maintain full visibility. With deeploi, core IT tasks like onboarding and offboarding, device, software, and account management, as well as governance, security, and compliance, run automatically in one place. Personal IT expert support is available exactly when it’s needed. This reduces operational IT stress, minimizes security risks, and delivers measurable value. What you get: • Onboard new hires in under 5 minutes • Order and assign devices in just a few clicks • Securely configured laptops from day one • Support for GDPR compliance and ISO readiness • A real-time overview of all devices, users, and licenses • Unlimited IT support with response times under 30 minutes More than 200 companies across Europe, from startups to agencies and consultancies with 1 to 500+ employees, trust deeploi to run their IT reliably. Pricing is based on a monthly subscription starting at €19 per employee. Additional services such as advanced device protection, managed backups, and Microsoft license procurement, are available at an additional cost.

**Average Rating:** 5.0/5.0

**Total Reviews:** 2

#### Who Is the Company Behind deeploi?

- **Seller:** [deeploi](https://www.g2.com/sellers/deeploi)
- **Year Founded:** 2023
- **HQ Location:** Berlin, DE
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0802d877561aa9da611a704378d1c7e17441c805cc0b43f775a4c2676c1d970e&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdeeploi-os&secure%5Burl_type%5D=linkedin_company_website)  
49 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

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

**["Amazing Onboarding/Offboarding automation and centralized device management"](https://www.g2.com/survey_responses/deeploi-review-13135327)**

**Rating:** 5.0/5.0 stars

_— Verified User in Oil & Energy_

[Read full review](https://www.g2.com/survey_responses/deeploi-review-13135327)

**["We can finally concentrate on our work without having to worry about IT"](https://www.g2.com/survey_responses/deeploi-review-13059024)**

**Rating:** 5.0/5.0 stars

_— Verified User in Marketing and Advertising_

[Read full review](https://www.g2.com/survey_responses/deeploi-review-13059024)

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

Octopus-ITSM.com inc. develops, markets and operates a request and asset management software offered in the Cloud.

**Average Rating:** 5.0/5.0

**Total Reviews:** 2

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

- **Has the product been a good partner in doing business?:** 10.0/10 (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 Octopus ITSM?

- **Seller:** [Octopus-ITSM.com](https://www.g2.com/sellers/octopus-itsm-com)
- **Year Founded:** 2010
- **HQ Location:** Montréal, CA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8d81c278e971f0d383cecdb9f2dfd39b01f31a2ef2ec1ff5cbe7ee3d1eebb5ce&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Foctopus-itsm-com&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 50% Medium, 50% Small

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

**["Helpful ITSM solution on our organization"](https://www.g2.com/survey_responses/octopus-itsm-review-9817308)**

**Rating:** 5.0/5.0 stars

_— Verified User in Banking_

[Read full review](https://www.g2.com/survey_responses/octopus-itsm-review-9817308)

**["Exploring ITSM Solutions"](https://www.g2.com/survey_responses/octopus-itsm-review-9829264)**

**Rating:** 5.0/5.0 stars

_— Verified User in Banking_

[Read full review](https://www.g2.com/survey_responses/octopus-itsm-review-9829264)

### [Pioneerdesk](https://www.g2.com/products/pioneerdesk/reviews)

Pioneerdesk is an IT management software that provides automated solutions for issue detection, troubleshooting, and maintenance. The platform uses robotic process automation and machine learning to proactively identify and resolve IT issues before they cause disruptions. It also performs automated backend analysis to uncover actionable insights.

**Average Rating:** 4.3/5.0

**Total Reviews:** 2

#### How Do G2 Users Rate Pioneerdesk?

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

#### Who Is the Company Behind Pioneerdesk?

- **Seller:** [Pioneerdesk](https://www.g2.com/sellers/pioneerdesk)
- **Year Founded:** 2024
- **HQ Location:** Zangberg, DE
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3ed0be517c6d8504670d227dd58267fef99e3811fe81990700cd025693f963d3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpioneerdesk-revolution&secure%5Burl_type%5D=linkedin_company_website)  
3 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **customizable dashboards** of Pioneerdesk, enhancing team productivity and project management efficiency.
- Users find Pioneerdesk to be **incredibly intuitive and easy to use** , enhancing project management and team collaboration effortlessly.
- Users benefit from the **efficiency** of Pioneerdesk, enjoying seamless project management and enhanced team collaboration.
- Users appreciate the **intuitive design and real-time collaboration** of Pioneerdesk, enhancing productivity and seamless communication.
- Users find Pioneerdesk **incredibly intuitive** , enhancing project management and seamless team collaboration for improved productivity.

##### Cons

- Users feel the pricing is **expensive for smaller teams** , which may hinder accessibility and value for investment.
- Users find the **initial setup overwhelming** due to numerous configuration options, especially for smaller teams facing pricing concerns.

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

**[""Efficient and User-Friendly Platform""](https://www.g2.com/survey_responses/pioneerdesk-review-10360602)**

**Rating:** 4.0/5.0 stars

_— Geetesh S._

[Read full review](https://www.g2.com/survey_responses/pioneerdesk-review-10360602)

**["Amazing platform"](https://www.g2.com/survey_responses/pioneerdesk-review-10427660)**

**Rating:** 4.5/5.0 stars

_— Abiali K._

[Read full review](https://www.g2.com/survey_responses/pioneerdesk-review-10427660)

### [Ravenna](https://www.g2.com/products/ravenna-software-inc-ravenna/reviews)

Ravenna is an AI-native internal help desk built natively for Slack. We are reimagining Information Technology & Enterprise Service Management (ITSM/ESM) from the ground up, focusing on AI-driven automation to streamline internal support across IT, HR, Finance, and Operations. Our platform helps companies deliver effortless, instant support to their employees directly within the tools they already use, allowing support teams to focus on higher-impact work instead of repetitive tasks and ticket triage. Ravenna also uses AI to automatically generate KB content, respond and resolve requests automatically with answers, and powerful analytics to give leadership the information they need to make business decisions. - Handle common requests instantly in Slack - Connect to your existing Knowledge source - Automate ticket creation and updates - Provide contextual answers to support tickets - Organize your tickets - Create ticket summaries - Improve reporting and SLAs Check us out at https://www.ravennahq.com/

**Average Rating:** 5.0/5.0

**Total Reviews:** 2

#### Who Is the Company Behind Ravenna?

- **Seller:** [Ravenna Software](https://www.g2.com/sellers/ravenna-software-b3be169a-2b75-4caa-b2a9-9dd0d10b5fe8)
- **Year Founded:** 2024
- **HQ Location:** Seattle, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aa50ecf5ec763a1a2b8a486e6ccaf6dee85871ea76a5dcf0efa6ca0ba8d719a7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fravennahq&secure%5Burl_type%5D=linkedin_company_website)  
42 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **automation features** in Ravenna, enhancing Slack efficiency with real-time ticketing and AI-driven replies.
- Users love how Ravenna enhances their workflow with **real-time ticketing and emoji-driven automation** directly in Slack.
- Users love the **ease of use** of Ravenna, enjoying real-time ticketing and emoji-driven workflows directly in Slack.
- Users value the **seamless integrations** of Ravenna, enhancing their Slack experience without adding friction.
- Users love the **real-time productivity enhancements** of Ravenna, seamlessly integrating Slack with AI-driven ticket management.

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

**["Finally, a Slack based helpdesk that's on-par with Halp"](https://www.g2.com/survey_responses/ravenna-review-10733355)**

**Rating:** 5.0/5.0 stars

_— Andrew H._

[Read full review](https://www.g2.com/survey_responses/ravenna-review-10733355)

**["Truly Slack native ITSM"](https://www.g2.com/survey_responses/ravenna-review-10724772)**

**Rating:** 5.0/5.0 stars

_— Dan B._

[Read full review](https://www.g2.com/survey_responses/ravenna-review-10724772)

### [ServiceWise](https://www.g2.com/products/servicewise/reviews)

ServiceWise is a fully customizable self-service portal. The portal is a single-access point for end-users reporting problems, requesting service, downloading software, accessing request forms and for searching knowledge.

**Average Rating:** 3.1/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate ServiceWise?

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

#### Who Is the Company Behind ServiceWise?

- **Seller:** [TechExcel](https://www.g2.com/sellers/techexcel)
- **Year Founded:** 1995
- **HQ Location:** Lafayette, CA
- **Twitter:** @TechExcel  
177 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cebef769c3c53af6a982ee868e8d6dfe4b74bce39212d145752095ce0a0be8a7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29288%2F&secure%5Burl_type%5D=linkedin_company_website)  
74 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Medium, 25% Large

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

**["ServiceWise"](https://www.g2.com/survey_responses/servicewise-review-5007724)**

**Rating:** 5.0/5.0 stars

_— Verified User in Computer & Network Security_

[Read full review](https://www.g2.com/survey_responses/servicewise-review-5007724)

**["Easy to use"](https://www.g2.com/survey_responses/servicewise-review-183564)**

**Rating:** 4.5/5.0 stars

_— Verified User in Gambling & Casinos_

[Read full review](https://www.g2.com/survey_responses/servicewise-review-183564)

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

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

### [SYDLE ONE](https://www.g2.com/products/sydle-one/reviews)

SYDLE ONE is an all-in-one corporate digital platform that provides several solutions in one place, allowing you to keep up with the digital transformation. The platform provides you with native and seamlessly integrated solutions, flexible architecture to connect other corporate systems and applications, and many extra resources to enrich your users’ experience. Take a look at a few SYDLE ONE solutions available in different plans: · BPM: business process automation and workflows. · ECM: centralized data and complete content and document management. · Analytics: real-time business indicators. · CRM: 360-degree customer relationship management. · Service Desk: complete management of your tickets and customer service. · Service Portal: next-level self-service and relationship portals. · SYBOX: solutions for shared services, such as HR, procurement, finance, and more. · E-commerce: an online sales platform with integrated front-end and back-end. · Billing: billing management, with pricing, invoicing, collecting, and more. Learn more at www.sydle.com.

**Average Rating:** 4.4/5.0

**Total Reviews:** 9

#### How Do G2 Users Rate SYDLE ONE?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.9/10)

#### Who Is the Company Behind SYDLE ONE?

- **Seller:** [SYDLE](https://www.g2.com/sellers/sydle)
- **HQ Location:** Global, OO
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e3194ad03c5e0881a7273a89ae4f6a11ed8a33653b4570bf0d999793d2f04463&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F562384&secure%5Burl_type%5D=linkedin_company_website)  
295 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 60% Medium, 40% Small

#### What Do G2 Reviewers Say About SYDLE ONE?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **centralized management** of SYDLE ONE, streamlining workflows and enhancing efficiency with ease of integration.
- Users appreciate the **configuration ease** of SYDLE ONE, finding setup intuitive and workflows easily adaptable to business needs.
- Users value the **customizability** of SYDLE ONE, enhancing workflow adaptability to meet diverse business needs effectively.
- Users value the **customization options** of SYDLE ONE, allowing easy adaptation to diverse business workflows and needs.
- Users appreciate the **deployment ease** of SYDLE ONE, highlighting its straightforward setup and intuitive onboarding process.

##### Cons

- Users find the **difficult learning curve** for SYDLE ONE challenging, suggesting improved onboarding and documentation for better understanding.
- Users face **integration issues** due to the steep learning curve and lack of documentation for advanced workflows.
- Users note a significant **lack of guidance** , finding the learning curve steep and tutorials inadequate for smooth onboarding.
- Users find a **lack of tutorials** challenging, complicating the learning process and hampering effective utilization of SYDLE ONE.
- Users note a steep **learning curve** for SYDLE ONE, suggesting improved onboarding and documentation for new users.

#### What Are Recent G2 Reviews of SYDLE ONE?

**["All-in-One Low-Code Platform That Streamlines Workflow Automation"](https://www.g2.com/survey_responses/sydle-one-review-12933204)**

**Rating:** 4.0/5.0 stars

_— Verified User in Oil & Energy_

[Read full review](https://www.g2.com/survey_responses/sydle-one-review-12933204)

**["SYDLE ONE, pretty interface, useful tools and a great CRM project."](https://www.g2.com/survey_responses/sydle-one-review-11039188)**

**Rating:** 5.0/5.0 stars

_— Dafne M._

[Read full review](https://www.g2.com/survey_responses/sydle-one-review-11039188)

#### What Are G2 Users Discussing About SYDLE ONE?

- [What is SYDLE ONE used for?](https://www.g2.com/discussions/what-is-sydle-one-used-for)

### [Tikit](https://www.g2.com/products/cireson-tikit/reviews)

Tikit by Cireson is our next-generation AI-powered Microsoft Service Desk, purpose-built for the evolving needs of our cloud-focused customers. Designed from the ground up for the Microsoft ecosystem, Tikit delivers a modern, seamless support experience aligned with the future of IT service management. Tikit transforms Microsoft 365: - Resolve Issues Faster with Ticketing in Microsoft Teams. - Multi-department support that brings your organization together. - AI-Powered virtual agent provides streamlined and immediate support. - Effortless ITSM with Native Entra and Intune Integrations. - AI-Powered Service Catalog with Tikit AI & OpenAI on Azure. - Automated Workflows with Power Automate and Logic Apps. - Unlock Actionable Data with Power BI & Excel Reporting. About Cireson Since 2011, Cireson has been the pioneer in developing world-class IT Service Management solutions for Microsoft-first organizations. As a global Microsoft Premier Partner, we build modern service desk tools that integrate natively with technologies like Entra, Azure OpenAI, Intune, Power Automate, Power BI, System Center, and Microsoft Teams—so IT teams can streamline support, reduce costs, and get more from their Microsoft investment.

**Average Rating:** 4.7/5.0

**Total Reviews:** 7

#### How Do G2 Users Rate Tikit?

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 8.9/10)

#### Who Is the Company Behind Tikit?

- **Seller:** [Cireson](https://www.g2.com/sellers/cireson-bb7d4714-d766-4139-ae21-581770b75666)
- **Year Founded:** 2011
- **HQ Location:** SAN DIEGO, US
- **Twitter:** @teamcireson  
1,891 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=00c129064b810e94140b9fe47b367d951c1c67346a9236a51eca9e12b368e3e5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2775681%2F&secure%5Burl_type%5D=linkedin_company_website)  
29 employees on LinkedIn®
- **Phone:** (855) 871-1232

#### Who Uses This Product?

- **Company Size:** 57% Large, 43% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users enjoy the **fun and responsive customer support** from Tikit, making the integration process smooth and enjoyable.
- Users appreciate the **ease of use** of Tikit, facilitating quick setup and seamless integration with Microsoft 365.
- Users value the **automation capabilities** of TiKit, enhancing efficiency and streamlining IT processes seamlessly.
- Users value the **seamless communication efficiency** of Tikit, enhancing collaboration and support within Microsoft Teams.
- Users highlight the **easy customization** of Tikit, effectively adapting to unique workflows and multi-department needs.

##### Cons

- Users note the **missing features** in Tikit but appreciate the potential from future updates and superior Microsoft integrations.

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

**["A really good Service Desk product"](https://www.g2.com/survey_responses/tikit-review-9958238)**

**Rating:** 5.0/5.0 stars

_— Matt S._

[Read full review](https://www.g2.com/survey_responses/tikit-review-9958238)

**["AN stgiaht forward tickign sytem that makes an huge impact"](https://www.g2.com/survey_responses/tikit-review-10057390)**

**Rating:** 5.0/5.0 stars

_— Karim E._

[Read full review](https://www.g2.com/survey_responses/tikit-review-10057390)

### [US Cloud](https://www.g2.com/products/us-cloud/reviews)

US Cloud is the only Gartner-recognized independent third party providing a legitimate, full replacement for Microsoft Premier & Unified Support. (See Aug 2021 Gartner Market Guide for Independent third-party Support for IBM, Oracle, SAP, and Microsoft). US Cloud offers: 30% to 50% savings vs. Unified Support FASTER Initial Response, Sr. Engineer Engagement, and Time-to-Resolution (all severities) Financially-backed Service Level Agreements (SLA’s) Senior Microsoft-certified engineers staffed around the clock (Level II – Level IV / DSE) 100% US-based, domestic engineers. ZERO offshore – Support Sovereignty 85% of tickets resolved in-house, including cloud technology like Azure and O365 Managed Microsoft escalation available through priority Microsoft Premier Support for Partners True Technical Account Managers (TAM) vs. MSFT Customer Service Account Managers (CSAM)

**Average Rating:** 5.0/5.0

**Total Reviews:** 2

#### How Do G2 Users Rate US Cloud?

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

#### Who Is the Company Behind US Cloud?

- **Seller:** [US Cloud](https://www.g2.com/sellers/us-cloud)
- **Year Founded:** 1996
- **HQ Location:** St Louis, US
- **Twitter:** @GoUSCloud  
245 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5b7b8628ad45a642ea22200ba5daef3aaa7563cd18aced5bc129ba857bff6d5f&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgouscloud&secure%5Burl_type%5D=linkedin_company_website)  
124 employees on LinkedIn®

#### Who Uses This Product?

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

#### What Are Recent G2 Reviews of US Cloud?

**["An essential service replacement for MS premier support"](https://www.g2.com/survey_responses/us-cloud-review-9642468)**

**Rating:** 5.0/5.0 stars

_— Verified User in Hospital & Health Care_

[Read full review](https://www.g2.com/survey_responses/us-cloud-review-9642468)

**["The price is right"](https://www.g2.com/survey_responses/us-cloud-review-9739800)**

**Rating:** 5.0/5.0 stars

_— Travis S._

[Read full review](https://www.g2.com/survey_responses/us-cloud-review-9739800)

### [Atomicwork](https://www.g2.com/products/atomicwork-atomicwork/reviews)

Atomicwork is a modern service management platform powered by AI. Atomicwork empowers enterprises to deliver fast and scalable internal support for their employees on modern collaboration platforms like Microsoft Teams and Slack. Atomicwork connects employees, internal processes, and business systems, enhancing efficiency in support, service, and operations.

**Average Rating:** 4.0/5.0

**Total Reviews:** 1

#### Who Is the Company Behind Atomicwork?

- **Seller:** [Atomicwork](https://www.g2.com/sellers/atomicwork-03795238-1856-404d-a711-e4fbea2ba82c)
- **Year Founded:** 2022
- **HQ Location:** Palo Alto, California, United States
- **Twitter:** @atomicworkhq  
2,066 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=220f7621c253c3af1095c2bd035c3657d3ab911ae3e589ba78ec64c2100236fd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatomicworkhq%2F&secure%5Burl_type%5D=linkedin_company_website)  
120 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **AI integration** in Atomicwork for streamlining workflows and offering instant, reliable support.
- Users benefit from **automation and AI-driven workflows** in Atomicwork, significantly enhancing productivity and support efficiency.
- Users value the **automation efficiency** of Atomicwork, streamlining workflows and providing quick, reliable support across workspaces.
- Users find **customer satisfaction** high with Atomicwork, enjoying instant support and efficient workflows that enhance productivity.
- Users value the **instant support** of Atomicwork, enhancing reliability and streamlining workflows effectively.

##### Cons

- Users note that **integration issues** exist in Atomicwork, impacting the overall seamlessness of the workflow experience.
- Users desire more **customization options** in Atomicwork to enhance flexibility and streamline integrations for better efficiency.

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

**["Atomicwork - Game Changer for Workflow Management"](https://www.g2.com/survey_responses/atomicwork-review-11011757)**

**Rating:** 4.0/5.0 stars

_— Ashok A._

[Read full review](https://www.g2.com/survey_responses/atomicwork-review-11011757)

### [Automate101](https://www.g2.com/products/automate101/reviews)

Automate101 deliver a new level of automation for the delivery of IT services. Our products are powerful IT cloud services management solutions that simplify the delivery of complex IT services to end users. Empower your customers and IT teams and add real value to your business, while our software automates the administration of your managed cloud services.

**Average Rating:** 4.0/5.0

**Total Reviews:** 1

#### How Do G2 Users Rate Automate101?

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

#### Who Is the Company Behind Automate101?

- **Seller:** [Automate101](https://www.g2.com/sellers/automate101)
- **Year Founded:** 2018
- **HQ Location:** Auckland, NZ
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9959fb1b5b03e40f9db2dc6b64ed8eb0bc9ecfffd9d1ed1c1b548f0fdeaefcf9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgetatria&secure%5Burl_type%5D=linkedin_company_website)  
7 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

#### What Are Recent G2 Reviews of Automate101?

**["Very good product for automation"](https://www.g2.com/survey_responses/automate101-review-7418213)**

**Rating:** 4.0/5.0 stars

_— Ricky K._

[Read full review](https://www.g2.com/survey_responses/automate101-review-7418213)

### [CMDBuild](https://www.g2.com/products/pat-zucchetti-group-cmdbuild/reviews)

CMDBuild is the most widely adopted open source platform for IT Asset Management and CMDB, maintained by PAT (Zucchetti Group). Model your IT landscape exactly as it is — assets, relations, services, workflows — with no license fees and no vendor lock-in. With the READY2USE edition, get a pre-configured, ITIL-aligned ITAM solution out of the box: discovery, lifecycle, contracts, and full integration with your service desk and monitoring tools. 𝐂𝐌𝐃𝐁𝐮𝐢𝐥𝐝 - 𝐘𝐨𝐮𝐫 𝐈𝐓 𝐥𝐚𝐧𝐝𝐬𝐜𝐚𝐩𝐞, 𝐦𝐨𝐝𝐞𝐥𝐞𝐝 𝐲𝐨𝐮𝐫 𝐰𝐚𝐲. 𝐎𝐩𝐞𝐧 𝐬𝐨𝐮𝐫𝐜𝐞, 𝐞𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞-𝐠𝐫𝐚𝐝𝐞. For over 15 years it has been the reference solution for organizations that refuse the trade-off between rigid commercial suites and fragile homemade databases. 𝐀 𝐂𝐌𝐃𝐁 𝐭𝐡𝐚𝐭 𝐟𝐢𝐭𝐬 𝐲𝐨𝐮𝐫 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧 - 𝐧𝐨𝐭 𝐭𝐡𝐞 𝐨𝐭𝐡𝐞𝐫 𝐰𝐚𝐲 𝐚𝐫𝐨𝐮𝐧𝐝. CMDBuild's core strength is its modeling engine: define your own asset classes, attributes, relations, and lifecycles through a visual administration module, without writing code. Hardware, software, services, contracts, suppliers, locations, users, dependencies - every configuration item lives in one governed repository, with full history, versioning, and relation graphs that make impact analysis immediate. 𝐏𝐫𝐨𝐜𝐞𝐬𝐬-𝐝𝐫𝐢𝐯𝐞𝐧, 𝐧𝐨𝐭 𝐣𝐮𝐬𝐭 𝐚 𝐫𝐞𝐠𝐢𝐬𝐭𝐫𝐲. A built-in workflow engine automates asset lifecycle processes: procurement, assignment, movement, maintenance, and disposal. Configurable dashboards, reports, and a self-service portal keep IT, procurement, and management aligned on the same data. 𝐂𝐨𝐧𝐧𝐞𝐜𝐭𝐞𝐝 𝐭𝐨 𝐲𝐨𝐮𝐫 𝐞𝐜𝐨𝐬𝐲𝐬𝐭𝐞𝐦. CMDBuild integrates with discovery and inventory tools, monitoring systems, LDAP/Active Directory, and service desk platforms through API standard connectors - turning the CMDB into the single source of truth that feeds your entire IT operation. 𝐑𝐄𝐀𝐃𝐘𝟐𝐔𝐒𝐄: 𝐭𝐡𝐞 𝐟𝐚𝐬𝐭 𝐥𝐚𝐧𝐞. CMDBuild READY2USE is the pre-configured enterprise edition: an ITIL-aligned ITAM/CMDB solution with ready-made data models, workflows, dashboards, and connectors, dramatically reducing time-to-value while preserving the platform's full flexibility. 𝐎𝐩𝐞𝐧 𝐬𝐨𝐮𝐫𝐜𝐞, 𝐰𝐢𝐭𝐡𝐨𝐮𝐭 𝐜𝐨𝐦𝐩𝐫𝐨𝐦𝐢𝐬𝐞. Java-based, SOA architecture, web interface, no license fees, no vendor lock-in. Adopt freely, then scale with the Enterprise Subscription: guaranteed SLAs, certified releases, advanced features, and direct support from the official maintainer. 𝐏𝐫𝐨𝐯𝐞𝐧 𝐰𝐡𝐞𝐫𝐞 𝐢𝐭 𝐦𝐚𝐭𝐭𝐞𝐫𝐬. CMDBuild is deployed by government agencies, defense and research organizations, utilities, banks, telcos, manufacturing, service provider, and shared service centers across Europe and worldwide - environments where auditability, data sovereignty, and long-term technological independence are non-negotiable. And because CMDBuild shares its engine with openMAINT, extending from IT assets to physical asset and facility management is a painless bridge, not a new project. CMDBuild. Model everything. Govern everything.

**Average Rating:** 5.0/5.0

**Total Reviews:** 1

#### How Do G2 Users Rate CMDBuild?

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

#### Who Is the Company Behind CMDBuild?

- **Seller:** [Pat - Zucchetti Group](https://www.g2.com/sellers/pat-zucchetti-group)
- **Year Founded:** 1992
- **HQ Location:** Montebelluna, Veneto
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cba214c21539e1d69bbe66ef3a7b8d9381600524985f2d5f8ebfb9f6dfd6cfd2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpat-group%2F&secure%5Burl_type%5D=linkedin_company_website)  
132 employees on LinkedIn®
- **Phone:** 0423 600 531

#### Who Uses This Product?

- **Company Size:** 100% Small

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

**["A Complete, Ready-to-Use Configuration Database"](https://www.g2.com/survey_responses/cmdbuild-review-13169211)**

**Rating:** 5.0/5.0 stars

_— Verified User in Telecommunications_

[Read full review](https://www.g2.com/survey_responses/cmdbuild-review-13169211)

### [Deepser](https://www.g2.com/products/deepser/reviews)

Deepser is a modern ITSM software with an interactive web interface. It allows you to manage all services in a single platform and organize support requests, improving customer satisfaction and optimizing the use of company resources. Deepser is modular and scalable: Ticketing, CMDB, ITAM, CRM etc. It allows a rapid implementation and various integrations. Available Cloud and On Premise. All features are included in the low cost of the license: It is convenient and tailored to your needs.

**Average Rating:** 5.0/5.0

**Total Reviews:** 1

#### Who Is the Company Behind Deepser?

- **Seller:** [Deepser srl](https://www.g2.com/sellers/deepser-srl)
- **HQ Location:** Schio, IT
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a669430a40a5ee0bcdbd29db4aa9bbe31e8ce21dcb3e6815e1de0c37d412488c&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdeepser&secure%5Burl_type%5D=linkedin_company_website)  
12 employees on LinkedIn®

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

**["All I need in a single platform"](https://www.g2.com/survey_responses/deepser-review-4617212)**

**Rating:** 5.0/5.0 stars

_— Anna R._

[Read full review](https://www.g2.com/survey_responses/deepser-review-4617212)

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

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

### [Faronics Cloud](https://www.g2.com/products/faronics-cloud/reviews)

Faronics is a Canadian software company headquartered in Vancouver, with a global footprint spanning over 150 countries. Established in 1996, Faronics has been at the forefront of delivering IT management and security solutions for organisations with shared computing environments. Our products are trusted by thousands of schools, libraries, and businesses worldwide to simplify endpoint control, reduce IT costs, and improve user experience. Faronics Cloud is a centralised platform that delivers a comprehensive suite of services for endpoint management, security, and control. It includes solutions such as Deep Freeze for system restore, Software Updater for automated application updates, WINSelect for policy enforcement, device monitoring, power management, and much more. Everything is managed via a cloud-based console, accessible from any browser, allowing IT teams to oversee and control their entire network remotely and securely. The primary value of Faronics Cloud lies in its ability to streamline IT operations and reduce the time and effort needed to manage multiple endpoints. It is especially powerful in environments with high user turnover or shared devices, such as schools, universities, and training centres. By automating routine tasks, enforcing policies, and ensuring system consistency, Faronics Cloud helps IT teams stay proactive, reduce downtime, and maintain secure, standardised computing environments with minimal manual intervention.

**Average Rating:** 4.8/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate Faronics Cloud?

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

#### Who Is the Company Behind Faronics Cloud?

- **Seller:** [Faronics](https://www.g2.com/sellers/faronics-18f5bca6-4107-4e9e-979f-334265762ef6)
- **Year Founded:** 1996
- **HQ Location:** Vancouver, Canada
- **Twitter:** @faronics  
1,457 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=49ce7ac42869cf5882ee26910b7976ee5d91b97513c2ad824e395e1494872f16&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffaronics%2F&secure%5Burl_type%5D=linkedin_company_website)  
120 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 60% Small, 40% Medium

#### What Do G2 Reviewers Say About Faronics Cloud?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **access ease** of Faronics Cloud for effortless system restoration and policy management.
- Users value the **ease of system restore** with Faronics Cloud, simplifying policy creation and client management.
- Users appreciate the **excellent customer service** and responsive technical support provided by Faronics Cloud.
- Users value the **responsive technical and customer support** provided by Faronics Cloud, enhancing overall satisfaction.
- Users find the **ease of use** in Faronics Cloud essential for restoring systems and managing policies effortlessly.

##### Cons

- Users find Faronics Cloud's Deep Freeze to be **rather expensive** , making it less accessible for some users.

#### What Are Recent G2 Reviews of Faronics Cloud?

**["An excellent product, powerful and very useful"](https://www.g2.com/survey_responses/faronics-cloud-review-12847178)**

**Rating:** 5.0/5.0 stars

_— Jean-Christophe D._

[Read full review](https://www.g2.com/survey_responses/faronics-cloud-review-12847178)

**["Reliable solution for endpoints"](https://www.g2.com/survey_responses/faronics-cloud-review-12852307)**

**Rating:** 5.0/5.0 stars

_— Eng. Alvaro V._

[Read full review](https://www.g2.com/survey_responses/faronics-cloud-review-12852307)

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[Browse IT Service Management (ITSM) Tools Themes](/categories/it-service-management-itsm-tools/themes)

 ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin")
TL

Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin)

Updated October 3, 2024

IT service management (ITSM) tools encompass the policies, planning, execution, and management surrounding IT service delivery. ITSM solutions help enable businesses to design and provide more efficient, standardized, and effective IT services. Typically following an ITSM framework, these solutions provide a wealth of features to users, including service desk elements, asset management, incident management, change management, and knowledge bases. They also create consistent, repeatable workflows for different IT activities. On top of helping to increase IT efficiency and standardization, ITSM tools benefit businesses significantly by increasing transparency around IT service delivery. IT interactions can be followed easily from beginning to end, audited with improved clarity, and tracked more manageably.

Teams across the IT organization use ITSM tools as part of their daily workflow, but end users across a business might utilize this software’s user-facing features like ticket submission, user-facing knowledge bases, and self-help troubleshooting tips. ITSM solutions fall into a larger portfolio of IT management software, joined usually by the likes of [help desk software](https://g2.com/categories/help-desk) to manage external-facing issues, [enterprise IT management suites](https://g2.com/categories/enterprise-it-management-suites) to handle larger infrastructure needs and requirements, and similar solutions.

To qualify for inclusion in the IT Service Management (ITSM) category, a product must:

- Formalize IT processes and practices according to an ITSM framework
- Offer an internal service request and incident ticketing system
- Track internal service requests and incidents at micro and macro levels
- Organize and manage IT assets
- Centralize a business’ IT service knowledge

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## How Do You Choose the Right IT Service Management Tools?

### What You Should Know About IT Service Management (ITSM) Software

### What are IT Service Management (ITSM) Tools?

IT service management, or ITSM, describes the procedures and policies created and followed by organizations to implement IT services design, provision, and maintenance. ITSM aims to bring a more end user-oriented approach to IT. Most commonly, ITSM is thought of in the context of service desks, but the practices and procedures emphasized in ITSM apply more broadly to IT organizations as a whole. It can help provide structure and order in what is typically a constantly evolving organization.

Companies implementing ITSM principles will typically utilize one or more of the following frameworks to provide guidelines to IT actions.

- Information Technology Infrastructure Library (ITIL)
- Control Objectives for Information and Related Technologies (COBIT)
- International Organization for Standardization (ISO)
- Business Process Framework (eTOM—telecom-specific)
- Microsoft Operations Framework (MOF)

ITIL tends to be the most commonly referred to or thought of ITSM framework, due to its strong adoption rate amongst services providers. The most recent iteration of ITIL, ITIL 4, is composed of two parts; the service value system (SVS, with 34 individual standards) and the four dimensions model (aligned with the four Ps of ITIL: people, products, partners, processes).

### What are the Common Features of IT Service Management (ITSM) Tools?

The following are some core features within ITSM tools:

**Standards alignment:** ITSM solutions help organizations align their processes and policies with a standards framework. ITSM tools will typically denote which framework(s) they are built to enable. If there is a particular framework an organization is already using, users should select an ITSM tool that aligns with that framework.

**Service desk:** As the name might suggest, a core element of ITSM solutions is a service desk element. Businesses can organize internal requests through a ticketing system. Internal users can find help on a variety of issues using a service catalog, which outlines different types of issues or requests and helps organize addressing various issues.

**Asset management:** ITSM tools help businesses track their internal IT assets. Using these tools, IT teams can track company-owned user devices and hardware, as well as any hardware infrastructure, enabling them to keep tabs on when these items were provisioned and when they would need upkeep.

**Knowledge base:** Knowledge bases are central repositories of information. By providing a knowledge base functionality, businesses can centralize their IT knowledge to a single source that’s accessible by anyone who might need it.

**Incident management:** Addressing the development side of the house, ITSM tools provide incident management features that help product teams track issues related to product development and functions, namely those related to IT systems. Using these active tracking capabilities, businesses stay on top of development incidents by creating visibility around repeat issues that might point to a larger problem.

**Change management:** Changing policies, procedures, or structures is a difficult process for businesses. Change management functionalities offered by ITSM tools allow businesses to more thoroughly track changes from the individual to the organizational level, increasing transparency, and assisting in finding pain points in recent changes.

**Reporting and dashboards:** As with any other solution, transparency is key to the efficient and effective delivery of services. ITSM tools are equipped with reporting and dashboard functions to provide increased visibility into service provisions across the IT organization. These reports may come prebuilt, but most solutions will also offer customization so that businesses get the exact information they need at any point.

**Solution integration:** Considering the huge array of tools and infrastructure involved in IT service delivery, ITSM tools need to be able to integrate appropriately to be effective. Users must check a tool’s integration capabilities before purchasing to verify it will integrate with the systems already in use.

**Automation:** Many ITSM vendors are implementing automation functionality as a standard part of the offering. Many tools will offer automation to reduce the amount of time going into repeat tasks and actions, which can save both IT associates and end users significant time.

**Configuration management database (CMDB):** Some ITSM solutions will include a CMDB feature where businesses can track how different hardware and software systems relate to each other. This provides increased clarity in how a business’s systems work together, and can also offer an excellent starting point when troubleshooting for root causes.

**Release management:** ITSM tools that dive deep into development features may offer release management capabilities where product teams can track software build releases over time including what stage of production releases are in, any rollbacks that took place, etc.

Other Features of IT Service Management Tools: [Performance logging](https://www.g2.com/categories/it-service-management-itsm-tools/f/performance-logging), [Policy dictation](https://www.g2.com/categories/it-service-management-itsm-tools/f/policy-dictation)

### What are the Benefits of IT Service Management (ITSM) Tools?

**Formalize IT processes and practices:** ITSM tools help businesses organize and standardize their IT service processes, thereby improving service efficacy. By accessing a central repository of IT knowledge, users can more quickly address their needs and concerns. With more public knowledge available, IT teams can reduce the number of basic or low-level inquiries coming through to the help desk. This saves IT teams time for more complex or important tasks.

**Transparency:** Arguably, the greatest benefits of implementing an ITSM tool are transparency and uniformity. The typical bane of IT teams is a lack of transparency and consistency in processes, practices, and actions, especially when there are multiple teams within the IT organization. By making clear and consistent policies and procedures that teams ought to be following, every team within an IT organization can identify exactly where information should live. This also highlights what procedures are being followed in different activities and how to interact with end users properly, leading to a smoother overall IT service delivery.

### Who Uses IT Service Management (ITSM) Tools?

**Administration:** On implementation, IT organizations will typically have an administrator or administrative team for ITSM tools. They control the solution’s configuration, permissions, and provisioning. From there, employees across the IT organization could make use of an ITSM tool as a part of their daily workflow, including incident and ticket tracking, finding knowledge resources, tracking changes, and managing assets, among other functions.

**Managed services providers (MSP):** MSPs make particularly effective use of ITSM tools. Since some MSPs provide IT services for other businesses, ITSM tools serve as the central portal for IT service provision and interaction between the MSP and their customers. End users can find IT knowledge and submit tickets or inquiries and the MSP can provide IT services while tracking end-user inquiries and issues.

#### Software Related to IT Service Management (ITSM) Tools

Related solutions that can be used together with ITSM tools include:

[Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk solutions allow companies to manage customer or external end user-facing requests or issues. These act as complements to the more internally oriented ITSM software.

[Service desk software](https://www.g2.com/categories/service-desk) **:** Service desk solutions allow companies to manage internal end user-facing requests or issues as well as track IT assets. These are, in essence, scaled-down versions of ITSM solutions.

[IT asset management software](https://www.g2.com/categories/it-asset-management) **:** IT asset management solutions help businesses track their hardware and software assets across the company. While not as broad as an ITSM solution, IT asset management software is hugely helpful in tracking the finer points on hardware, such as attrition rates, licenses, contracts, and more.

[Enterprise IT management suites:](https://www.g2.com/categories/enterprise-it-management-suites) Enterprise IT management suites help businesses take control of all of their IT assets, environments, processes, and practices in one place. These suites have a much more extensive reach than ITSM tools but could complement each other well operationally.

[Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** Knowledge management solutions help businesses consolidate information in an easily accessible way, which prevents knowledge silos from forming in individual employees or teams. While ITSM tools offer knowledge bases for end users to utilize regarding their tech, knowledge management software offers information serving all aspects of the business.

### Challenges with IT Service Management (ITSM) Tools

Software solutions can come with their own set of challenges. 

**Time to implementation:** If a business is starting fresh with ITSM, it may take longer to implement than expected. Implementing an ITSM tool has to be joined by implementing the ITSM mindset, practices, and policies for it to be most effective. It is important to take some extra time to understand what these new policies are and why they matter.

**Full system integration:** While many ITSM solutions have a vast array of integration capabilities, businesses still may find a few systems that will need custom integrations. The business should be able to handle building that integration capability with the ITSM tool vendor offering guidance on how to proceed. Online communities around ITSM solutions can also be a strong source of help.

### How to Buy IT Service Management (ITSM) Tools

Companies looking to implement their first ITSM solution, or switching from an existing solution, can use G2 reviews from authentic software buyers to supplement their search. With that in mind, there are a few important criteria to consider when looking for the right tool.

**Features:** Different ITSM tools can have different feature sets. One solution might automate a wide variety of standard IT tasks while another may feature more manual interaction. The best fit solution will vary depending on the functionality that an organization finds most valuable. Authentic G2 reviews made by peers from similar companies can shed light on these factors. A prioritized list of the business’s most desired features enables the software selection team to move forward with a clear idea of what to look for.

**Security:** ITSM is a highly sensitive undertaking that requires constantly up-to-date security and compliance. When searching for an ITSM solution, companies should ensure that the software they’d like to use has a verified history of compliance and high-security standards to protect company data. In some cases, supplementary security solutions are preferred to help ensure security compliance.

### IT Service Management (ITSM) Tools Trends

**Site reliability engineering (SRE)**

SRE may be the next set of principles to join ITSM’s framework ranks. Typically more associated with software engineering, SRE applies DevOps-esque thinking to addressing development, IT service, and IT infrastructure problems and procedures. The goal of SRE is to deliver solutions resiliently, reliably, and at a flexible scale. Though currently more popular within the DevOps world, SRE might see an increase in popularity in the ITSM space as IT and development become more closely integrated.

**Automation **

Automation is a hot topic across industries and software solutions. Utilizing automation, businesses can improve efficiency on repeated processes and devote employee time to more complex or involved work. ITSM is no exception. Vendors are increasingly building task automation into ITSM tools to reduce time wasted on repetitive tasks and help companies deliver more efficient IT services. AIOps platforms can help pick up the slack where automation isn’t immediately included.