# Best IT Service Management Tools - Page 8 ## 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** ### SysAid SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. [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=2026-07-29T13%3A09%3A14Z&secure%5Bdisplayable_resource_id%5D=1482&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1482&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2647&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%3D8&secure%5Btoken%5D=4e549200e0c4efba82b0e955509fda79b4cbe0f48c1abdc8b72e7bdbb261584a&secure%5Burl%5D=https%3A%2F%2Fwww.sysaid.com%2Flp%2Foverview-ai-itsm%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_clicks%26sysaidlsd%3Dhelp-desk&secure%5Burl_type%5D=custom_url) ### [Clientele ITSM](https://www.g2.com/products/clientele-itsm/reviews) Clientele ITSM provides mid-tier IT departments and managed service providers with a clever and complete software suite meeting all their needs. #### Who Is the Company Behind Clientele ITSM? - **Seller:** [Mproof](https://www.g2.com/sellers/mproof) - **Year Founded:** 1997 - **HQ Location:** Leiden, NL - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d1cde4039b72168b93850c3850a41df13d922516c0e57fc00e1f281f362e5bfc&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F132159&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® ### [Cloud Scale 365](https://www.g2.com/products/cloud-scale-365/reviews) Cloud Scale 365 is an IT services platform #### Who Is the Company Behind Cloud Scale 365? - **Seller:** [Exchange My Mail](https://www.g2.com/sellers/exchange-my-mail) - **Year Founded:** 1996 - **HQ Location:** Nashville, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a195ab3c5a0ce9bd1cbecb94641ed1d5fe9eef7f12c289cc55d5e0b83123979d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcloudscale365-inc-%2F&secure%5Burl_type%5D=linkedin_company_website) 48 employees on LinkedIn® ### [Cloudwise IT Service Management (ITSM)](https://www.g2.com/products/cloudwise-it-service-management-itsm/reviews) ITSM, or IT Service Management, is a set of practices and frameworks designed to effectively manage and deliver IT services within an organization. It focuses on aligning IT processes, people, and technology with the needs of the business to ensure efficient service delivery, customer satisfaction, and continuous improvement. ITSM encompasses various disciplines such as incident management, change management, problem management, and service level management, all aimed at optimizing IT service quality, reducing downtime, and maximizing operational efficiency. #### Who Is the Company Behind Cloudwise IT Service Management (ITSM)? - **Seller:** [Cloudwise Singapore](https://www.g2.com/sellers/cloudwise-singapore) - **Year Founded:** 2009 - **HQ Location:** Singapore, SG - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4fc2c3369474aa606776c5d317ea84946a4d7210310f48b2582dbb00f28bbea5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcloudwiseglobal%2F&secure%5Burl_type%5D=linkedin_company_website) 200 employees on LinkedIn® ### [Comind.work](https://www.g2.com/products/comind-work/reviews) Comind.work is the hybrid low-code platform that makes business process automation ultra-fast and cost-effective. Ideal for legacy modernization, customer portals, compliance workflows and cross-team collaboration. Deploy Comind.work on-premises or in your private cloud environment. Complete data sovereignty, unlimited customization, and enterprise-grade security in your hands. Replace manual processes with workflows that run themselves. Transform outdated business processes with intelligent automation that bridges old systems, eliminates manual work, and scales operations without expensive replacements. Where business users and developers collaborate: Stop choosing between speed and control. Comind.work's hybrid low-code platform gives business users the visual tools they need to prototype quickly, while developers maintain full code access and control over the final application. With our shared data layer and flexible deployment options, you can build 10x faster without sacrificing enterprise-grade security or deployment flexibility. No more complexity walls or vendor lock-in. #### Who Is the Company Behind Comind.work? - **Seller:** [Comind.work](https://www.g2.com/sellers/comind-work) - **Year Founded:** 2007 - **HQ Location:** La Jolla, US - **Twitter:** @comindwork 222 Twitter followers - **LinkedIn® Page:** [linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=926aaa1147f5ff9d9439b5dd19e2861a479b27b5511d714aff42b5896e72e000&secure%5Burl%5D=https%3A%2F%2Flinkedin.com%2Fcompany%2Fcomindwork&secure%5Burl_type%5D=linkedin_company_website) 6 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Large, 100% Small #### What Are Recent G2 Reviews of Comind.work? **["Comind.work Turns Project Tracking Into a Reliable, Real-Time Safety Net"](https://www.g2.com/survey_responses/comind-work-review-12835730)** **Rating:** 5.0/5.0 stars _— Verified User in Civil Engineering_ [Read full review](https://www.g2.com/survey_responses/comind-work-review-12835730) #### What Are G2 Users Discussing About Comind.work? - [What is Comindwork used for?](https://www.g2.com/discussions/what-is-comindwork-used-for) ### [CustomAnswers](https://www.g2.com/products/customanswers/reviews) CustomAnswers is a highly customizable Customer Relationship Management platform designed to seamlessly integrate with existing business models without necessitating operational changes. It standardizes business processes and workflows, enhancing productivity and efficiency by streamlining communications across various channels, including phone calls, emails, and in-person interactions. The platform captures and tracks all customer interactions, providing comprehensive insights into client relationships. Key Features and Functionality: - Customizable Workflows: Tailor workflows to align with specific business processes, ensuring flexibility and adaptability. - Multi-Channel Communication: Manage customer interactions across multiple channels, including phone, email, and in-person engagements. - Interaction Tracking: Record and monitor all customer interactions to maintain a comprehensive history for each client. - Document Storage: Store and manage documents related to customer interactions and business processes. - Email Integration: Integrate with email systems to streamline communication and ensure all correspondence is captured. - Knowledge Base: Develop and maintain a repository of information to assist in resolving customer inquiries efficiently. - Live Chat: Offer real-time support through live chat functionality to address customer needs promptly. - Self-Service Portal: Provide customers with a portal to access information and perform tasks independently, enhancing user experience. - Service Level Agreement Management: Define and manage SLAs to ensure service commitments are met consistently. - Ticket Management: Organize and track customer issues and requests through a structured ticketing system. Primary Value and Problem Solved: CustomAnswers addresses the challenge of managing complex customer relationships and business processes by offering a flexible and robust CRM solution. Its adaptability allows businesses to implement the platform without altering existing operations, ensuring a smooth transition. By standardizing workflows and capturing all customer interactions, CustomAnswers enhances productivity, ensures compliance, and provides a secure environment for managing client relationships. This comprehensive approach enables businesses to deliver superior customer service and maintain strong client connections. #### Who Is the Company Behind CustomAnswers? - **Seller:** [FoipSoftware](https://www.g2.com/sellers/foipsoftware) - **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® ### [Cyft.ai](https://www.g2.com/products/cyft-ai/reviews) Skip the hassle of logging in and navigating screens. Use Cyft on your phone to instantly update tickets and log billable hours hands-free. #### Who Is the Company Behind Cyft.ai? - **Seller:** [Cyft.ai](https://www.g2.com/sellers/cyft-ai) - **Year Founded:** 2023 - **HQ Location:** Hopkins, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=afbcd7cbed98ac8f0e7e7a78e75e5cb2841fcabdc1f63f17cc5924bd544a3b39&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcyftai&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® ### [DILIGENIE](https://www.g2.com/products/diligenie/reviews) Automate your IT processes with our DiliGenie ITSM solution. It helps to simplify your business operations and enhance productivity. An ITSM solution that helps businesses to automate incidents, service requests, and problem management processes. #### Who Is the Company Behind DILIGENIE? - **Seller:** [Diligent Global](https://www.g2.com/sellers/diligent-global) - **Year Founded:** 2010 - **HQ Location:** Princeton, US - **Twitter:** @DiligentGlobal\_ 78 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3dbd97ec8eb95fb01c3ca237c583e4a507b6e1e4a4307de291dc5d1512f05b40&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdiligentglobal&secure%5Burl_type%5D=linkedin_company_website) 179 employees on LinkedIn® ### [DocBee Ticket-System](https://www.g2.com/products/docbee-ticket-system/reviews) Maximieren Sie Ihre Effizienz und optimieren Sie Ihr IT-Service-Management mit dem DocBee Ticket-System – der ITSM-Lösung, die Ihnen hilft, 20 % mehr Tickets zu lösen als herkömmliche Systeme. Dank vollständig automatisierter Workflows passt sich DocBee Ihren individuellen Arbeitsprozessen an und berücksichtigt dabei jeden wichtigen Schritt – ganz ohne Programmierkenntnisse. Speziell für IT-Dienstleister entwickelt, sorgt DocBee für reibungslose Abläufe, schnellere Problemlösungen und volle Kontrolle über Ihr Service-Management. Erleben Sie eine Lösung, die genau auf Ihre Anforderungen zugeschnitten ist – von intuitiver Automatisierung bis hin zu intelligenten Workflows. Denn Ihr Workflow sollte sich an Sie anpassen – nicht umgekehrt. #### Who Is the Company Behind DocBee Ticket-System? - **Seller:** [DocBee](https://www.g2.com/sellers/docbee) - **Year Founded:** 2014 - **HQ Location:** Isernhagen , DE - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=77fd5cecc204f72a27da1df953dacd487fde18be85d36fd4b1d856b1a7a0ac76&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdocbee%2F&secure%5Burl_type%5D=linkedin_company_website) 14 employees on LinkedIn® ### [DRYiCE Gold BluePrint](https://www.g2.com/products/dryice-gold-blueprint/reviews) DRYiCE Gold BluePrint is a ready-to-use process ecosystem that is based on best-of-breed IT Service Management (ITSM) platforms and coupled with our strong three decades of Service Management expertise. It offers a superior experience to manage enterprise IT services thereby empowering executives in making informed decisions. #### Who Is the Company Behind DRYiCE Gold BluePrint? - **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 ### [FelixSphere SaaS Management](https://www.g2.com/products/felixsphere-saas-management/reviews) FelixSphere help every business to manage software and use software more intelligently. How FelixSphere benefits you: Simplified Software management Reduced IT overhead Enhanced employee productivity #### Who Is the Company Behind FelixSphere SaaS Management? - **Seller:** [FelixSphere](https://www.g2.com/sellers/felixsphere) - **Year Founded:** 2024 - **HQ Location:** Burlingame, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2348419d29be45c3c0c1e2b5042ef1d59f7ebedde78efa1682fb087a783ea23a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffelixsphere&secure%5Burl_type%5D=linkedin_company_website) 8 employees on LinkedIn® ### [Flamingo SRM](https://www.g2.com/products/flamingo-srm/reviews) Flamingo SRM IT Service Request Management Solution Management of internal client-oriented IT service and information system life cycle Flamingo SRM provides a flexible service environment to manage information for self-processing of simple questions and to provide answers on the provision of software, such as packages for new computers and groupware setup. It also could provide troubleshooting manuals, guides on IP transfer and turnover, reception, and handling of service requests (SR) regarding errors and improvement on applications systems, and module configurations. #### Who Is the Company Behind Flamingo SRM? - **Seller:** [SRPost](https://www.g2.com/sellers/srpost) - **Year Founded:** 2007 - **HQ Location:** Seoul, KR - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=601c66f5328d894e9cab3aeb683c8f2b5069dfa9a142952daa6c2ec531a88891&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsrpost_official&secure%5Burl_type%5D=linkedin_company_website) 21 employees on LinkedIn® ### [Focus On Business](https://www.g2.com/products/focus-on-business/reviews) Delivery of Assyst Service Management by Axios Systems #### Who Is the Company Behind Focus On Business? - **Seller:** [Focus On Business](https://www.g2.com/sellers/focus-on-business) - **Year Founded:** 1989 - **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=ceaf7da1c5e3ecce606ba65ade281c48e0dd569858ebb40e0dcdeec79dae4a87&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffocus-on-business&secure%5Burl_type%5D=linkedin_company_website) 9 employees on LinkedIn® ### [Freshservice for MSPs](https://www.g2.com/products/freshservice-for-msps/reviews) Uncomplicate your growing MSP operations with an all-in-one suite that’s simple, secure, and tailored for diverse client needs. #### Who Is the Company Behind Freshservice for MSPs? - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 employees on LinkedIn® - **Ownership:** NASDAQ: FRSH ### [GenticFlow](https://www.g2.com/products/genticflow/reviews) An AI engineer for IT operations. GenticFlow resolves endpoint issues in real time, escalating anything requiring approval fully diagnosed. #### Who Is the Company Behind GenticFlow? - **Seller:** [GenticFlow](https://www.g2.com/sellers/genticflow) - **Year Founded:** 2024 - **HQ Location:** Dublin, IE - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bdae710cb8be5e234166d525a2d3efa58432af4a79514be183263746cf1584a6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgenticflow&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Gorelo](https://www.g2.com/products/gorelo/reviews) Gorelo is an all-in-one PSA, RMM, documentation, and AI-powered automation platform for MSPs. Built by MSPs frustrated with legacy tools, it streamlines service delivery with ticketing, client portal, and forms. It also offers RMM for device monitoring & management. A searchable knowledge base centralizes documentation. Automated billing and workflow automation eliminate repetitive tasks. AI features like sentiment analysis, suggested replies, and ticket summarization help technicians work smarter. Integrations with popular tools reduce complexity so teams focus on clients, not software. #### Who Is the Company Behind Gorelo? - **Seller:** [Gorelo](https://www.g2.com/sellers/gorelo) - **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=f69244d7f77277091a74c2494f86070c752364a7810d2f79b9f96bc8cb2aff40&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgorelo%2F&secure%5Burl_type%5D=linkedin_company_website) 8 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools?order=g2_score&page=7#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) - … - [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](/categories/it-service-management-itsm-tools?order=g2_score&page=7#product-list) - 8 - [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=9#product-list) Spotlight Categories [Expense Management Software](https://www.g2.com/categories/expense-management) [Employee Engagement Software](https://www.g2.com/categories/employee-engagement) [Network Monitoring Software](https://www.g2.com/categories/network-monitoring) [Managed Detection and Response (MDR) Software](https://www.g2.com/categories/managed-detection-and-response-mdr) [Fleet Management Software](https://www.g2.com/categories/fleet-management) 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.