# Best IT Service Management Tools - Page 7 ## 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** ### Reftab Reftab is built for modern IT teams who want a powerful and flexible solution to manage hardware and software in one place. Since 2013, IT teams have relied on Reftab to track, manage, and automate their hardware and software asset management — with over 1.8 million assets currently managed on the platform. That track record shows up in the recognition. Reftab has earned awards year after year, including Forbes Best in Class, Gartner IT Management Category Leadership, and Capterra awards for Best Value and Ease of Use. The platform covers the full asset lifecycle — from procurement and assignment through offboarding and retirement — with automation built in at every stage. Reftab connects with the tools your team already uses. These integrations trigger workflows, reduce manual steps, and keep your environment audit-ready without extra effort. Whether you're managing 500 assets or 50,000, Reftab gives IT the visibility and control to make confident decisions. [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=2026-07-30T15%3A13%3A08Z&secure%5Bdisplayable_resource_id%5D=1391&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=1391&secure%5Bplacement_resource_ids%5D%5B%5D=1198&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=72503&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%3D7&secure%5Btoken%5D=19bb5e8e09d620f4a1deba4c5670dfd8a8551ad59fca8694851fa13ce1b6ea3c&secure%5Burl%5D=https%3A%2F%2Fwww.reftab.com%2Fbook-demo%3Futm_source%3Dg2%26utm_medium%3Dcpc&secure%5Burl_type%5D=custom_url) ### [HCL BigFix Service Management](https://www.g2.com/products/hcl-bigfix-service-management/reviews) HCL BigFix Service Management is an AI-powered enterprise service management platform that streamlines incident, request, problem, change, and asset management through no-code workflows for fast, user-friendly onboarding. The platform leverages intelligent automation, AI-driven insights, and seamless third-party integrations to improve operational efficiency, reduce costs, and elevate overall service management maturity. It also offers advanced security, anytime-anywhere accessibility, and scalability to support organizations of all sizes. With built-in risk analysis and mitigation capabilities, HCL BigFix Service Management ensures strong governance and control. Its secure multi-tenancy architecture is purpose-built for shared hosting and multi-cloud environments, delivering robust data segregation across tenants, processes, configurations, transactions and support teams, making it well suited for both enterprises and Managed Service Providers (MSPs). **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate HCL BigFix Service Management? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10) #### Who Is the Company Behind HCL BigFix Service Management? - **Seller:** [HCL Technologies](https://www.g2.com/sellers/hcl-technologies) - **Year Founded:** 1999 - **HQ Location:** Noida, Uttar Pradesh - **Twitter:** @hcltech 425,043 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=956a02ad8dbfeae42d5674b0244526801e33ae7988583df05d94f7af84d4ede2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1756%2F&secure%5Burl_type%5D=linkedin_company_website) 246,058 employees on LinkedIn® - **Ownership:** NSE - National Stock Exchange of India #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of HCL BigFix Service Management? **["AI-Powered Endpoint Management and Asset Inventory Made Easy"](https://www.g2.com/survey_responses/hcl-bigfix-service-management-review-12492847)** **Rating:** 4.0/5.0 stars _— Verified User in Computer & Network Security_ [Read full review](https://www.g2.com/survey_responses/hcl-bigfix-service-management-review-12492847) ### [Issuetrak](https://www.g2.com/products/issuetrak/reviews) At Issuetrak, we’re dedicated to helping organizations achieve greater customer success with ticket tracking. If you’ve struggled to keep important user requests from slipping through the cracks, Issuetrak is here to help. We specialize in help desk, issue tracking, workflow, customer support, and complaint management. And with easy onboarding, custom configuration, and ongoing 99% rated support, your teams will be sure to knock out support requests and master workflow success. Our customizable software is a fit for hundreds of different industries and usages, from customer support to compliance to change management. Issuetrak helps businesses like yours track tickets, issues, and requests from submission to resolution and make sure no request gets lost or misplaced. Streamline your day-to-day processes and operations with workflow and reporting tools that bring visibility and accountability to your team. With Issuetrak you’ll cut down on wasted time and money, improve customer service, and increase communication among team members. Automation, Reporting, Custom Forms, Alerts, Workflows, and More: Automation that helps your team work faster and smarter Easy, omnichannel issue submission via email, mobile, web portal, or webform At-a-glance dashboard metrics plus detailed, customizable reporting Custom forms and user-defined fields to fit your unique organization Task management and workflow branching to keep everyone on track Add-on modules to meet specific needs: Asset Management for storing and reviewing information on your team’s assets Active Directory integration for improved organization and security Billing module for generating invoices, inputting billable time, and more Surveys module to gather and implement customer feedback and improve customer success! **Average Rating:** 4.1/5.0 **Total Reviews:** 63 #### How Do G2 Users Rate Issuetrak? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.9/10) #### Who Is the Company Behind Issuetrak? - **Seller:** [Issuetrak](https://www.g2.com/sellers/issuetrak) - **Year Founded:** 1992 - **HQ Location:** Virginia Beach, Virginia - **Twitter:** @Issuetrak 3,738 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=27fd779f3b7aae9817939310cc30c560ee2759ca87424d09d0cf0c5a7b4f0a08&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F389461%2F&secure%5Burl_type%5D=linkedin_company_website) 39 employees on LinkedIn® - **Phone:** +1 (866) 477-8387 #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 37% Medium, 32% Large #### What Are Recent G2 Reviews of Issuetrak? **["Efficient Ticket Management with Excellent Time Tracking"](https://www.g2.com/survey_responses/issuetrak-review-12666711)** **Rating:** 5.0/5.0 stars _— Theresa H._ [Read full review](https://www.g2.com/survey_responses/issuetrak-review-12666711) **["Extremely Satisfied"](https://www.g2.com/survey_responses/issuetrak-review-6535080)** **Rating:** 5.0/5.0 stars _— Dakota F._ [Read full review](https://www.g2.com/survey_responses/issuetrak-review-6535080) #### What Are G2 Users Discussing About Issuetrak? - [What is Issuetrak used for?](https://www.g2.com/discussions/what-is-issuetrak-used-for) - 1 comment ### [PrimeOps](https://www.g2.com/products/primeops/reviews) PrimeOps is IT management software designed to deploy, migrate, and optimize IT operations platforms. The software streamlines transitions from legacy systems like FreshService, ManageEngine, ConnectWise, Kaseya, and NinjaOne. PrimeOps integrates remote monitoring, endpoint management, and alerting systems within a unified dashboard. The software automates helpdesk operations, service workflows, and patch management. Endpoint security and mobile device management capabilities help maintain system integrity. Network monitoring and remote access tools provide visibility across multiple sites. Professional services automation features support invoicing and contract management functions. Implementation architects work with organizations to develop migration strategies. The platform facilitates data transfers from existing systems. PrimeOps provides support throughout the implementation process and continues assistance as organizations scale their operations. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind PrimeOps? - **Seller:** [PrimeOps](https://www.g2.com/sellers/primeops) - **Year Founded:** 2022 - **HQ Location:** Dammam, SA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=617934576e1fc01e07e3b41c99b6a84142418a0decc75ff56cd6ffe461309151&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fprimeops-ae&secure%5Burl_type%5D=linkedin_company_website) 9 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Medium, 50% Small #### What Are Recent G2 Reviews of PrimeOps? **["IT Manager (or MSP Operations Manager)"](https://www.g2.com/survey_responses/primeops-review-12901083)** **Rating:** 5.0/5.0 stars _— Verified User in Accounting_ [Read full review](https://www.g2.com/survey_responses/primeops-review-12901083) **["PrimeOps: Streamlines Operations and Enhances Focus"](https://www.g2.com/survey_responses/primeops-review-12932751)** **Rating:** 5.0/5.0 stars _— Hamad S._ [Read full review](https://www.g2.com/survey_responses/primeops-review-12932751) ### [Request Tracker](https://www.g2.com/products/request-tracker/reviews) Request Tracker (RT) gives teams a powerful, customizable, and affordable alternative to enterprise help desk tools like ServiceNow and Zendesk, with full control over workflows, automation, and data ownership. RT helps organizations track, manage, and resolve any type of request—whether IT incidents, customer support tickets, HR inquiries, or internal business operations. Its flexible design allows teams to create custom queues, automate repetitive tasks, and integrate seamlessly with email, APIs, and third-party systems. Built for teams that need reliability without complexity, RT delivers enterprise-grade functionality—ticketing, SLA tracking, approvals, dashboards, reporting, and workflow automation—without per-user pricing or vendor lock-in. Thousands of organizations worldwide rely on RT to streamline communication, improve accountability, and simplify request management across every department. **Average Rating:** 3.8/5.0 **Total Reviews:** 9 #### How Do G2 Users Rate Request Tracker? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10) #### Who Is the Company Behind Request Tracker? - **Seller:** [Best Practical](https://www.g2.com/sellers/best-practical) - **Year Founded:** 2001 - **HQ Location:** United States - **Twitter:** @bestpractical 498 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=88c33976e887efac0a465633382a5caa4d6e4c912a9a03ffc941a51ef0a1b6c1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F137776&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 40% Large, 30% Medium #### What Are Recent G2 Reviews of Request Tracker? **["Smooth Tracking & Issue Resolution"](https://www.g2.com/survey_responses/request-tracker-review-8557505)** **Rating:** 4.5/5.0 stars _— Jak U._ [Read full review](https://www.g2.com/survey_responses/request-tracker-review-8557505) **["Easy to use"](https://www.g2.com/survey_responses/request-tracker-review-9038777)** **Rating:** 4.5/5.0 stars _— Verified User in Consumer Services_ [Read full review](https://www.g2.com/survey_responses/request-tracker-review-9038777) #### What Are G2 Users Discussing About Request Tracker? - [What is RTIR?](https://www.g2.com/discussions/request-tracker-what-is-rtir-e70de0a3-ed34-4845-b42e-be59efdbc3fb) - [What is RTIR?](https://www.g2.com/discussions/request-tracker-what-is-rtir-1adb8bda-dd93-461e-86e1-2326099461dd) - [What is RTIR?](https://www.g2.com/discussions/request-tracker-what-is-rtir) - [What is RTIR?](https://www.g2.com/discussions/what-is-rtir) - [How do I setup a request tracker?](https://www.g2.com/discussions/request-tracker-how-do-i-setup-a-request-tracker) ### [SEAMLESS](https://www.g2.com/products/scholderer-gmbh-seamless/reviews) SEAMLESS ist eine ITSM-Lösung für Unternehmen und IT-Anwenderinnen, die umfassende Module zur Serviceverwaltung bietet. Dazu gehören Service Mining, Servicekatalog, Service Pricing, SLA-Management und Ausschreibungen. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate SEAMLESS? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.9/10) #### Who Is the Company Behind SEAMLESS? - **Seller:** [Scholderer](https://www.g2.com/sellers/scholderer) - **Year Founded:** 2008 - **HQ Location:** Bruchsal, DE - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c6f4345c8dca5ee19f5527b38a2df1a5928074d403594ecb8eb6bffa381a3264&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fscholderer-gmbh%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of SEAMLESS? **["Seamless is a good solution for the visual and clear presentation of services."](https://www.g2.com/survey_responses/seamless-review-10880679)** **Rating:** 4.5/5.0 stars _— Florian R._ [Read full review](https://www.g2.com/survey_responses/seamless-review-10880679) ### [Sentient](https://www.g2.com/products/sentient360-sentient/reviews) Sentient® is a unified, AI-powered service management platform built to streamline operations and elevate service quality. It connects teams, processes, and data in one intelligent workspace under a single pane of glass. Sentient brings together Service Desk, Project Management, Sales & CRM, HR, Asset Management, Contract Management, SLA Management, and Self-Service Portals. This helps teams move beyond fragmented tools by centralizing workflows, requests, approvals, customer interactions, and operational data. Built for growing companies, enterprises, and service providers, Sentient enables real-time operational visibility, reduced manual effort, standardized processes, and consistent, high-quality service delivery at scale. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Sentient? - **Seller:** [Sentient360](https://www.g2.com/sellers/sentient360) - **Year Founded:** 2021 - **HQ Location:** Beirut, LB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6a55288fa068f383035105afa6d5070f0a80858b4fe665b85873205e0bef6acb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsentient360&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 Sentient? **["Friendly MSP-Focused UI with Seamless Integrations and Time-Saving AI"](https://www.g2.com/survey_responses/sentient-review-12937269)** **Rating:** 5.0/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/sentient-review-12937269) ### [ServiceNow Operational Technology Management](https://www.g2.com/products/servicenow-operational-technology-management/reviews) Create a single system of action for your OT environment, improving uptime and driving outcomes across your manufacturing operations. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind ServiceNow Operational Technology Management? - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow 55,548 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website) 35,081 employees on LinkedIn® - **Ownership:** NYSE:NOW #### Who Uses This Product? - **Company Size:** 100% Medium ### [Serviceware Processes](https://www.g2.com/products/serviceware-processes/reviews) Serviceware Processes ITSM is a leading platform for IT Service Management. The software allows to consistently tailor your IT management to the needs of your business and facilitate the digital interaction and communication between users and IT employees. You systematically automate your IT Service Management processes to reduce solution times for incidents and increase the productivity of your IT service team. And you leverage reliable data and processes for all levels of IT services – e.g. based on ITIL – and reduce risks and guarantee the compliance of your IT. Certified best practice workflows following ITIL Secure the quality of your IT Service Management by using tried and tested process templates for IT processes (ITIL) and compliance (GDPR). ITIL is still the standard when it comes to the qualification of IT processes. Therefore, every ITSM solution has to measure itself at how well it follows ITIL principles. That is why all Serviceware solutions for ITSM are based on that standard. Additional processes (ordering, access management, etc.) can be seamlessly implemented and integrated. All the information you need for perfect IT Service Management: the CMDB An integrated Asset & Configuration Management Database (CMDB) brings transparency into your infrastructure and helps to minimize business risks. This will make your IT service even more powerful. More transparency for users and IT employees due to a clear, structure IT service catalog CIOs have good reason to invest time and money into the definition and creation of IT service catalogs. The goal is clear: They want a clear overview over their service offering and have the ability to design better services in the future. In order for these investments to pay off, these definitions need to become the primary reference point for IT Service Management. Serviceware solutions make it easy to create and maintain such an IT service catalog. Furthermore, you can use it in your IT Financial Management (ITFM) to gain an overview over your IT service costs and improve the planning and budgeting of your IT and Shared Services. ITSM analytics & reporting help you set the right priorities An extensive set of standard reports for IT service as well as easy-to-use self-service options offer a strong foundation for future decision making. Get a clear and immediate overview over the current status of your entire ITSM team. Use KPIs (Key Performance Indicators) to supervise the availability of your services and keep an eye on the number of incidents. Gather and leverage data to optimize IT service quality continuously and sustainably. Grant access to your IT services across multiple channels and at all times Offer your IT services online and all around the clock to significantly and steadily increase customer satisfaction. Provide clients with various communication channels, be it phone, chat, email, or web portal. Your IT will be able to work more efficiently and your customers and employees will be happier. Make life easier for your IT Service Management employees IT service works best if all your service employees can focus on their key tasks. Provide your IT employees with an ITSM solution that automates routine tasks, offers all required support and information, and guides them through ITIL-based processes. **Average Rating:** 3.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Serviceware Processes? - **Administration Console:** 8.3/10 (Category avg: 8.8/10) - **Policy Dictation:** 6.7/10 (Category avg: 8.2/10) - **Process Workflow:** 8.3/10 (Category avg: 8.7/10) #### Who Is the Company Behind Serviceware Processes? - **Seller:** [SERVICEWARE SE](https://www.g2.com/sellers/serviceware-se-62d35c35-1c26-4008-8d62-9cda4893f0d8) - **Year Founded:** 1998 - **HQ Location:** Idstein, Hesse - **Twitter:** @serviceware 193 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a6ea0f9cdcea903ac1c0a3d10476bafeed9b2334c28a75e4018aed1f81f3be09&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fserviceware%2F&secure%5Burl_type%5D=linkedin_company_website) 360 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Large #### What Do G2 Reviewers Say About Serviceware Processes? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **centralized management** of Serviceware Processes, benefiting from its flexible and integrated features. - Users value the **collaboration capabilities** of Serviceware Processes, enhancing teamwork and efficiency through its integrated features. - Users value the **flexibility and user-friendly design** of Serviceware Processes, benefiting from seamless integration of features. - Users appreciate the **flexibility** of Serviceware Processes, enhancing their experience with its user-friendly design and integration. - Users appreciate the **intuitive design** of Serviceware Processes, enjoying its flexibility and integrated features for easier usage. ##### Cons - Users feel that the **limited customization** of the GUI restricts their ability to tailor visual elements effectively. ### [Startly](https://www.g2.com/products/startly/reviews) Startly is an all-in-one, fully integrated IT Service Management and Professional Services platform for service delivery organizations. It can help companies track time, expenses, manage projects, help desk, ticketing, change and asset management, invoicing and billing. **Average Rating:** 3.9/5.0 **Total Reviews:** 6 #### How Do G2 Users Rate Startly? - **Has the product been a good partner in doing business?:** 7.5/10 (Category avg: 8.9/10) #### Who Is the Company Behind Startly? - **Seller:** [Startly Labs](https://www.g2.com/sellers/startly-labs) - **Year Founded:** 2020 - **HQ Location:** Blue Bell, US - **Twitter:** @startlysoftware 7 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bb7243d822df78a57bdd4d8c5d238fb19d589a65b8afd2f10647089b03323411&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fstart-ly&secure%5Burl_type%5D=linkedin_company_website) 4 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 83% Medium, 17% Small #### What Do G2 Reviewers Say About Startly? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Startly, enabling efficient project management and streamlined processes. - Users value the **easy-to-use AI integration** of Startly, which effectively streamlines candidate selection from numerous resumes. - Users highlight the **automation capabilities** of Startly, making candidate selection efficient and user-friendly. - Users value the **real-time budget management** of Startly, facilitating seamless cost estimation for ongoing and new projects. - Users praise the **excellent customer support** of Startly, enhancing their experience with the tool effectively. ##### Cons - Users note the **inefficient UI** and slowness of the Startly app, indicating room for improvement. - Users find the pricing of Startly to be **higher compared to other tools** , making it less appealing for some. - Users find the **pricing higher** compared to other tools, which can be a drawback for many. - Users find the **slow performance** of Startly's app frustrating, affecting the overall user experience. #### What Are Recent G2 Reviews of Startly? **["Enhanced co-ordination within my team"](https://www.g2.com/survey_responses/startly-review-10057810)** **Rating:** 4.5/5.0 stars _— Ruhan B._ [Read full review](https://www.g2.com/survey_responses/startly-review-10057810) **["Make HR Work Smart and faster by AI"](https://www.g2.com/survey_responses/startly-review-10516895)** **Rating:** 4.5/5.0 stars _— Amit V._ [Read full review](https://www.g2.com/survey_responses/startly-review-10516895) #### What Are G2 Users Discussing About Startly? - [What is Startly used for?](https://www.g2.com/discussions/what-is-startly-used-for) ### [Sunrise ITSM](https://www.g2.com/products/sunrise-itsm/reviews) With over 30 years of industry experience, we offer service desk software designed to adapt seamlessly to your organisation's needs. Our commitment to excellence is underscored by our rare SDI reporting accreditation, a mark of quality and reliability that only two vendors in the market possess. What sets us apart is our unparalleled suite of over 30 configurable modules, empowering businesses to tailor their service management platform precisely. From automating routine tasks to enabling self-service capabilities, our software streamlines IT processes with unmatched efficiency. We are service desk people! Our Sunrisers have worked on service desks, managed service desks, built service desks, and even audited and improved service desks. Now, we are building service desk and IT service management solutions and services to help those people close to our hearts. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Sunrise ITSM? - **Seller:** [Sunrise Software](https://www.g2.com/sellers/sunrise-software-1af8e981-f873-4256-93a4-e64c5990c52e) - **Year Founded:** 1994 - **HQ Location:** London, GB - **Twitter:** @sunrisesoftware 629 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aaecc8933b2274aaba5529354ec34ed0dd4b306470f3fe187b8c7958387fb0ed&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F216430&secure%5Burl_type%5D=linkedin_company_website) 43 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Large #### What Are G2 Users Discussing About Sunrise ITSM? - [What is Sunrise ITSM used for?](https://www.g2.com/discussions/what-is-sunrise-itsm-used-for) ### [B-One](https://www.g2.com/products/b-one-2023-10-12/reviews) B-One is HashOPS' flagship product, a groundbreaking asset management platform designed to empower businesses across industries. B-One is not just a software solution; it's a transformative approach to managing assets intelligently, efficiently, and strategically. B-One leverages state-of-the-art technologies such as AI, machine learning, and data analytics to offer a comprehensive suite of features tailored to meet the unique needs of modern enterprises. #### Who Is the Company Behind B-One? - **Seller:** [HashOPS AI LABS](https://www.g2.com/sellers/hashops-ai-labs) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [BVQ](https://www.g2.com/products/bvq/reviews) Businesses are increasingly expecting more from their IT infrastructure. The requirements include speed, high availability, and efficiency combined with simple administration. There are a number of tools for this, but BVQ stands out in many respects. BVQ is the cockpit for your IT systems. BVQ visualizes your infrastructure in a clear and logical end-to-end view and facilitates the connection to ITSM, reporting, and BI solutions thanks to its central position. #### Who Is the Company Behind BVQ? - **Seller:** [SVA Software](https://www.g2.com/sellers/sva-software) - **Year Founded:** 2016 - **HQ Location:** Hackensack, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5248c73f222d1b3e20a96dcb45cd91aff18953a6806ba4eef5c15ade72b8053c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsvasoftware&secure%5Burl_type%5D=linkedin_company_website) 16 employees on LinkedIn® ### [Canned Responses Pro](https://www.g2.com/products/canned-responses-pro/reviews) Canned Responses Pro Templates for Jira is a powerful tool designed to enhance productivity and efficiency within Jira by enabling users to create, manage, and utilize dynamic response templates. This application is particularly beneficial for service desk teams and support agents who frequently handle repetitive queries, allowing them to respond swiftly and consistently to common issues. By automating routine communications, teams can focus more on complex tasks, thereby improving overall service quality and reducing response times. Key Features and Functionality: - Dynamic Templates: Create an unlimited number of customizable templates enriched with rich text formatting, including links, images, and code, without the need for markup. - Smart Suggestions: Leverage AI-powered smart replies to provide quick and accurate responses, enhancing the efficiency of support interactions. - Automated Actions: Trigger automated actions with templates, such as sending Slack notifications or updating issue statuses, to streamline workflows and reduce manual effort. - Advanced Visibility Permissions: Control access to templates with advanced permissions at global, project, group, and personal levels, ensuring that the right team members have appropriate access. - Attachments in Templates: Enhance responses by including various file types, such as images, GIFs, videos, and PDFs, directly within templates for more detailed instructions. - Free Browser Extension: Utilize a complimentary Chrome extension for seamless integration and quicker access to templates within Jira. Primary Value and Problem Solved: Canned Responses Pro Templates for Jira addresses the challenge of repetitive communication in service management by providing a robust solution for creating and managing response templates. This leads to significant time savings, as teams can quickly insert pre-defined responses, ensuring consistency and accuracy in communications. By automating routine tasks and standardizing replies, the application enhances productivity, reduces response times, and allows support teams to dedicate more time to complex issues, ultimately improving customer satisfaction and service quality. #### Who Is the Company Behind Canned Responses Pro? - **Seller:** [Appfire](https://www.g2.com/sellers/appfire) - **Year Founded:** 2005 - **HQ Location:** Boston, Massachusetts - **Twitter:** @Appfire 1,632 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=65a72b18e4c14f4f4f23f82940c495f1333acb46ed499b30c4905ffc00a7ee9d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F389303&secure%5Burl_type%5D=linkedin_company_website) 745 employees on LinkedIn® ### [CentriOps](https://www.g2.com/products/centriops/reviews) CentriOps gives remote-based small and mid-sized businesses a simple way to track and organize users, assets, tickets, tasks, contracts, subscriptions, and checklists. Built for growing companies that need a better way to centralize IT and operations. Everything stays in one place so your team can stay focused and productive. #### Who Is the Company Behind CentriOps? - **Seller:** [CentriOps](https://www.g2.com/sellers/centriops) - **Year Founded:** 2025 - **HQ Location:** Austin, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f31c4858f6ba75d3bdb2b7f3b395a0a46085d4d6835fc87482733d4d2f115123&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcentriops%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [ChangeBreeze](https://www.g2.com/products/changebreeze/reviews) ChangeBreeze is the ultimate ITIL-compliant change management platform designed for MSPs, streamlining Standard, Normal, and Emergency changes across multiple client environments with breeze-like efficiency. #### Who Is the Company Behind ChangeBreeze? - **Seller:** [ChangeBreeze](https://www.g2.com/sellers/changebreeze) - **HQ Location:** Sydney, AU - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a798d69084dd8ddf94cc23517e736132716b0c47ae73aea495506b94f14c63e5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchangebreeze&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools?order=g2_score&page=6#product-list) - [1](/categories/it-service-management-itsm-tools?order=g2_score#product-list) - [2](/categories/it-service-management-itsm-tools?order=g2_score&page=2#product-list) - [3](/categories/it-service-management-itsm-tools?order=g2_score&page=3#product-list) - [4](/categories/it-service-management-itsm-tools?order=g2_score&page=4#product-list) - [5](/categories/it-service-management-itsm-tools?order=g2_score&page=5#product-list) - [6](/categories/it-service-management-itsm-tools?order=g2_score&page=6#product-list) - 7 - [8](/categories/it-service-management-itsm-tools?order=g2_score&page=8#product-list) - [9](/categories/it-service-management-itsm-tools?order=g2_score&page=9#product-list) - [10](/categories/it-service-management-itsm-tools?order=g2_score&page=10#product-list) - [11](/categories/it-service-management-itsm-tools?order=g2_score&page=11#product-list) - [12](/categories/it-service-management-itsm-tools?order=g2_score&page=12#product-list) - [Next ›Next ›](/categories/it-service-management-itsm-tools?order=g2_score&page=8#product-list) Spotlight Categories [Employee Communications Software](https://www.g2.com/categories/employee-communications) [User Research Tools](https://www.g2.com/categories/user-research) [Marketing Automation Software](https://www.g2.com/categories/marketing-automation) [ERP Systems](https://www.g2.com/categories/erp-systems) [Procure to Pay Software](https://www.g2.com/categories/procure-to-pay) Similar Categories - [Application Portfolio Management](/categories/application-portfolio-management) - [Auto Scaling](/categories/auto-scaling) - [Cloud Cost Management](/categories/cloud-cost-management) - [Cloud Management Platforms](/categories/cloud-management-platforms) - [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools) - [Columnar Databases](/categories/columnar-databases) - [Data as a Service (DaaS)](/categories/data-as-a-service-daas) - [Data Destruction](/categories/data-destruction) - [Data Extraction](/categories/data-extraction-tools) - [Data Governance](/categories/data-governance-tools) - [Data Observability](/categories/data-observability) - [Data Recovery](/categories/data-recovery) - [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management) - [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem) - [Digital Governance](/categories/digital-governance) [Browse IT Service Management (ITSM) Tools Themes](/categories/it-service-management-itsm-tools/themes) ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin) Updated October 3, 2024 IT service management (ITSM) tools encompass the policies, planning, execution, and management surrounding IT service delivery. ITSM solutions help enable businesses to design and provide more efficient, standardized, and effective IT services. Typically following an ITSM framework, these solutions provide a wealth of features to users, including service desk elements, asset management, incident management, change management, and knowledge bases. They also create consistent, repeatable workflows for different IT activities. On top of helping to increase IT efficiency and standardization, ITSM tools benefit businesses significantly by increasing transparency around IT service delivery. IT interactions can be followed easily from beginning to end, audited with improved clarity, and tracked more manageably. Teams across the IT organization use ITSM tools as part of their daily workflow, but end users across a business might utilize this software’s user-facing features like ticket submission, user-facing knowledge bases, and self-help troubleshooting tips. ITSM solutions fall into a larger portfolio of IT management software, joined usually by the likes of [help desk software](https://g2.com/categories/help-desk) to manage external-facing issues, [enterprise IT management suites](https://g2.com/categories/enterprise-it-management-suites) to handle larger infrastructure needs and requirements, and similar solutions. To qualify for inclusion in the IT Service Management (ITSM) category, a product must: - Formalize IT processes and practices according to an ITSM framework - Offer an internal service request and incident ticketing system - Track internal service requests and incidents at micro and macro levels - Organize and manage IT assets - Centralize a business’ IT service knowledge Show More * * * ## How Do You Choose the Right IT Service Management Tools? ### What You Should Know About IT Service Management (ITSM) Software ### What are IT Service Management (ITSM) Tools? IT service management, or ITSM, describes the procedures and policies created and followed by organizations to implement IT services design, provision, and maintenance. ITSM aims to bring a more end user-oriented approach to IT. Most commonly, ITSM is thought of in the context of service desks, but the practices and procedures emphasized in ITSM apply more broadly to IT organizations as a whole. It can help provide structure and order in what is typically a constantly evolving organization. Companies implementing ITSM principles will typically utilize one or more of the following frameworks to provide guidelines to IT actions. - Information Technology Infrastructure Library (ITIL) - Control Objectives for Information and Related Technologies (COBIT) - International Organization for Standardization (ISO) - Business Process Framework (eTOM—telecom-specific) - Microsoft Operations Framework (MOF) ITIL tends to be the most commonly referred to or thought of ITSM framework, due to its strong adoption rate amongst services providers. The most recent iteration of ITIL, ITIL 4, is composed of two parts; the service value system (SVS, with 34 individual standards) and the four dimensions model (aligned with the four Ps of ITIL: people, products, partners, processes). ### What are the Common Features of IT Service Management (ITSM) Tools? The following are some core features within ITSM tools: **Standards alignment:** ITSM solutions help organizations align their processes and policies with a standards framework. ITSM tools will typically denote which framework(s) they are built to enable. If there is a particular framework an organization is already using, users should select an ITSM tool that aligns with that framework. **Service desk:** As the name might suggest, a core element of ITSM solutions is a service desk element. Businesses can organize internal requests through a ticketing system. Internal users can find help on a variety of issues using a service catalog, which outlines different types of issues or requests and helps organize addressing various issues. **Asset management:** ITSM tools help businesses track their internal IT assets. Using these tools, IT teams can track company-owned user devices and hardware, as well as any hardware infrastructure, enabling them to keep tabs on when these items were provisioned and when they would need upkeep. **Knowledge base:** Knowledge bases are central repositories of information. By providing a knowledge base functionality, businesses can centralize their IT knowledge to a single source that’s accessible by anyone who might need it. **Incident management:** Addressing the development side of the house, ITSM tools provide incident management features that help product teams track issues related to product development and functions, namely those related to IT systems. Using these active tracking capabilities, businesses stay on top of development incidents by creating visibility around repeat issues that might point to a larger problem. **Change management:** Changing policies, procedures, or structures is a difficult process for businesses. Change management functionalities offered by ITSM tools allow businesses to more thoroughly track changes from the individual to the organizational level, increasing transparency, and assisting in finding pain points in recent changes. **Reporting and dashboards:** As with any other solution, transparency is key to the efficient and effective delivery of services. ITSM tools are equipped with reporting and dashboard functions to provide increased visibility into service provisions across the IT organization. These reports may come prebuilt, but most solutions will also offer customization so that businesses get the exact information they need at any point. **Solution integration:** Considering the huge array of tools and infrastructure involved in IT service delivery, ITSM tools need to be able to integrate appropriately to be effective. Users must check a tool’s integration capabilities before purchasing to verify it will integrate with the systems already in use. **Automation:** Many ITSM vendors are implementing automation functionality as a standard part of the offering. Many tools will offer automation to reduce the amount of time going into repeat tasks and actions, which can save both IT associates and end users significant time. **Configuration management database (CMDB):** Some ITSM solutions will include a CMDB feature where businesses can track how different hardware and software systems relate to each other. This provides increased clarity in how a business’s systems work together, and can also offer an excellent starting point when troubleshooting for root causes. **Release management:** ITSM tools that dive deep into development features may offer release management capabilities where product teams can track software build releases over time including what stage of production releases are in, any rollbacks that took place, etc. Other Features of IT Service Management Tools: [Performance logging](https://www.g2.com/categories/it-service-management-itsm-tools/f/performance-logging), [Policy dictation](https://www.g2.com/categories/it-service-management-itsm-tools/f/policy-dictation) ### What are the Benefits of IT Service Management (ITSM) Tools? **Formalize IT processes and practices:** ITSM tools help businesses organize and standardize their IT service processes, thereby improving service efficacy. By accessing a central repository of IT knowledge, users can more quickly address their needs and concerns. With more public knowledge available, IT teams can reduce the number of basic or low-level inquiries coming through to the help desk. This saves IT teams time for more complex or important tasks. **Transparency:** Arguably, the greatest benefits of implementing an ITSM tool are transparency and uniformity. The typical bane of IT teams is a lack of transparency and consistency in processes, practices, and actions, especially when there are multiple teams within the IT organization. By making clear and consistent policies and procedures that teams ought to be following, every team within an IT organization can identify exactly where information should live. This also highlights what procedures are being followed in different activities and how to interact with end users properly, leading to a smoother overall IT service delivery. ### Who Uses IT Service Management (ITSM) Tools? **Administration:** On implementation, IT organizations will typically have an administrator or administrative team for ITSM tools. They control the solution’s configuration, permissions, and provisioning. From there, employees across the IT organization could make use of an ITSM tool as a part of their daily workflow, including incident and ticket tracking, finding knowledge resources, tracking changes, and managing assets, among other functions. **Managed services providers (MSP):** MSPs make particularly effective use of ITSM tools. Since some MSPs provide IT services for other businesses, ITSM tools serve as the central portal for IT service provision and interaction between the MSP and their customers. End users can find IT knowledge and submit tickets or inquiries and the MSP can provide IT services while tracking end-user inquiries and issues. #### Software Related to IT Service Management (ITSM) Tools Related solutions that can be used together with ITSM tools include: [Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk solutions allow companies to manage customer or external end user-facing requests or issues. These act as complements to the more internally oriented ITSM software. [Service desk software](https://www.g2.com/categories/service-desk) **:** Service desk solutions allow companies to manage internal end user-facing requests or issues as well as track IT assets. These are, in essence, scaled-down versions of ITSM solutions. [IT asset management software](https://www.g2.com/categories/it-asset-management) **:** IT asset management solutions help businesses track their hardware and software assets across the company. While not as broad as an ITSM solution, IT asset management software is hugely helpful in tracking the finer points on hardware, such as attrition rates, licenses, contracts, and more. [Enterprise IT management suites:](https://www.g2.com/categories/enterprise-it-management-suites) Enterprise IT management suites help businesses take control of all of their IT assets, environments, processes, and practices in one place. These suites have a much more extensive reach than ITSM tools but could complement each other well operationally. [Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** Knowledge management solutions help businesses consolidate information in an easily accessible way, which prevents knowledge silos from forming in individual employees or teams. While ITSM tools offer knowledge bases for end users to utilize regarding their tech, knowledge management software offers information serving all aspects of the business. ### Challenges with IT Service Management (ITSM) Tools Software solutions can come with their own set of challenges.  **Time to implementation:** If a business is starting fresh with ITSM, it may take longer to implement than expected. Implementing an ITSM tool has to be joined by implementing the ITSM mindset, practices, and policies for it to be most effective. It is important to take some extra time to understand what these new policies are and why they matter. **Full system integration:** While many ITSM solutions have a vast array of integration capabilities, businesses still may find a few systems that will need custom integrations. The business should be able to handle building that integration capability with the ITSM tool vendor offering guidance on how to proceed. Online communities around ITSM solutions can also be a strong source of help. ### How to Buy IT Service Management (ITSM) Tools Companies looking to implement their first ITSM solution, or switching from an existing solution, can use G2 reviews from authentic software buyers to supplement their search. With that in mind, there are a few important criteria to consider when looking for the right tool. **Features:** Different ITSM tools can have different feature sets. One solution might automate a wide variety of standard IT tasks while another may feature more manual interaction. The best fit solution will vary depending on the functionality that an organization finds most valuable. Authentic G2 reviews made by peers from similar companies can shed light on these factors. A prioritized list of the business’s most desired features enables the software selection team to move forward with a clear idea of what to look for. **Security:** ITSM is a highly sensitive undertaking that requires constantly up-to-date security and compliance. When searching for an ITSM solution, companies should ensure that the software they’d like to use has a verified history of compliance and high-security standards to protect company data. In some cases, supplementary security solutions are preferred to help ensure security compliance. ### IT Service Management (ITSM) Tools Trends **Site reliability engineering (SRE)** SRE may be the next set of principles to join ITSM’s framework ranks. Typically more associated with software engineering, SRE applies DevOps-esque thinking to addressing development, IT service, and IT infrastructure problems and procedures. The goal of SRE is to deliver solutions resiliently, reliably, and at a flexible scale. Though currently more popular within the DevOps world, SRE might see an increase in popularity in the ITSM space as IT and development become more closely integrated. **Automation ** Automation is a hot topic across industries and software solutions. Utilizing automation, businesses can improve efficiency on repeated processes and devote employee time to more complex or involved work. ITSM is no exception. Vendors are increasingly building task automation into ITSM tools to reduce time wasted on repetitive tasks and help companies deliver more efficient IT services. AIOps platforms can help pick up the slack where automation isn’t immediately included.