# Best IT Service Management Tools - Page 9 ## 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** ### Sentry Sentry is an application monitoring and error tracking platform that helps developers identify, debug, and resolve software issues in production environments across web, mobile, desktop, game, and AI-powered applications. The platform captures errors, crashes, and performance problems in real time, providing developers with stack traces, user context, and diagnostic data needed to reproduce and fix bugs. Sentry supports over 100 programming languages and frameworks, including JavaScript, Python, Java, Ruby, PHP, Go, React, Django, and mobile platforms like iOS and Android. Core monitoring capabilities: - Error tracking groups similar errors into issues, showing frequency, affected users, and the exact code location where problems occur - Performance monitoring traces requests through distributed systems to identify slow database queries, API bottlenecks, and code-level performance problems - Session Replay records user interactions leading up to errors, capturing clicks, network activity, and console logs for easier reproduction - Logs captures structured log data from your applications alongside errors and traces, enabling search and filtering by message content, severity level, and custom attributes - AI observability provides visibility into LLM applications, AI agents, and Model Context Protocol servers, tracking prompts, model calls, tool usage, and token consumption Developers integrate Sentry by installing an SDK and adding a few lines of code to their application. The platform automatically captures unhandled exceptions, while developers can manually track custom errors and performance metrics. Sentry processes events in real time, sending alerts through Slack, email, PagerDuty, or other notification channels when issues occur. Additional features and capabilities: - AI-powered debugging through Seer, which analyzes errors to identify root causes and suggest code fixes with high accuracy - Distributed tracing that follows requests across microservices, serverless functions, and third-party APIs to pinpoint failure points - Custom dashboards and alerts for monitoring specific metrics, error rates, or performance thresholds important to each team - Profiling tools that provide code-level visibility into where time is being spent in production, identifying slow functions, call stacks, and performance regressions across backend services and frontend/mobile user flows - Workflow integrations with GitHub, Jira, GitLab, Azure DevOps, and other development tools to create tickets or link errors to commits automatically The platform serves development teams at organizations ranging from individual developers to large enterprises. More than 100,000 organizations use Sentry, processing billions of error events daily. Sentry offers both cloud-hosted and self-hosted deployment options, with pricing tiers based on event volume. A free tier supports small projects and individual developers. [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=2026-07-30T12%3A03%3A46Z&secure%5Bdisplayable_resource_id%5D=1136&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=17313&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=17313&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%3D9&secure%5Btoken%5D=6c34bb0f1dbc379dc611e0fdeb2b684737b198c4d0349af96b5c888d2638eb99&secure%5Burl%5D=https%3A%2F%2Fsentry.io%2Flp%2Flogs%2F%3Futm_source%3Dg2%26utm_medium%3Dreview-site%26utm_campaign%3Dlogs-fy27q1-evergreen%26utm_content%3Dstatic-ad-log-analysis-trysentry&secure%5Burl_type%5D=custom_url) ### [Gridlex Ultra Customizable AI CRM for Your Industry](https://www.g2.com/products/gridlex-ultra-customizable-ai-crm-for-your-industry/reviews) Gridlex’s Ultra Customizable AI CRM offers businesses a powerful, industry-focused platform designed to streamline customer management and service. With built-in AI CRM and customer service capabilities, plus extensive customization options, Gridlex enables organizations to mold the system around their exact workflows, data structures, and reporting needs. Unlike one-size-fits-all CRMs, Gridlex is engineered for flexibility—across industries such as Biopharma, Medical Devices, LBM, Architecture, and Engineering Services. Whether you need custom fields, tailored UX, specialized integrations, or advanced automation, Gridlex adapts to your unique requirements. Supported by a highly responsive customer success team, Gridlex ensures smooth implementation, scalability, and long-term adaptability. This makes it the go-to choice for organizations seeking to enhance customer relationships and operational efficiency with a CRM that truly fits their business. AI CAPABILITIES Gridlex’s Ultra Customizable AI CRM is enhanced with powerful AI agents that help organizations drive growth, improve efficiency, and deliver smarter customer engagement. These agents automate time-consuming tasks, provide intelligent insights, and guide teams toward the best outcomes. ◾ AI Workflow Automation Agent: Executes rule-based and predictive automations across CRM and customer service processes. ◾ AI Knowledge Agent: Surfaces context-aware insights, playbooks, and recommended responses in real time—tailored to your industry’s unique sales cycle. Whether it’s suggesting compliance-ready messaging in Biopharma, product specifications in Medical Devices, or contract clauses in Architecture Firms, the AI Knowledge Agent equips your sales and service teams with the right information at the right moment to accelerate deals and improve customer engagement. ◾ AI Prospecting Agent: Automatically identifies, qualifies, and enriches leads from multiple data sources—ensuring sales teams focus on the highest-potential opportunities. ◾ Inbound Lead & Response Agent: Instantly engages inbound leads, responds with contextually relevant messaging, and routes them to the right team member for faster conversion. ◾ Pipeline Management Agent: Monitors opportunities, flags risks, predicts deal outcomes, and keeps your pipeline clean and actionable. ◾ Next Best Action Agent: Recommends intelligent next steps for sales and service teams based on customer behavior, deal stage, and historical data. ◾ AI Data Enrichment Agent: Cleans, updates, and enriches CRM records with external data to maintain high-quality customer information. ◾ AI Customer Service Agent: Handles routine inquiries, creates tickets, and provides 24/7 support—freeing up your human agents for complex issues. Product Description: ULTRA CUSTOMIZABLE AI CRM ◾ Automation & AI Agents: Automate processes, data updates, and workflows to boost efficiency. ◾ Custom Models: Structure your CRM data like a fully customizable database—custom objects, relationships, and workflows tailored to your industry. ◾ Custom Apps: Build applications within your CRM to support unique processes. ◾ Custom UX: Deliver a user experience aligned with your team’s workflows. ◾ Custom Forms & Fields: Capture and manage the exact customer data your business requires. ◾ Custom Reports & Analytics: Create dashboards and reports tailored to your KPIs. ◾ Custom Integrations: Seamlessly connect with third-party systems for a unified ecosystem. ◾ SSO Integration: Simplify access across teams with single sign-on. ◾ Data Migration & Loading: Smooth onboarding with structured transfer of your existing customer data. CORE CRM SALES, SERVICE AND MARKETING CAPABILITIES ◾ Customer Master Data Management (MDM): Consolidate and govern customer data across sales, service, and marketing for a single source of truth. ◾ Prospecting & Lead Management: Capture, qualify, and score leads with customizable workflows and AI-driven enrichment. ◾ Pipeline & Opportunity Management: Manage deals across tailored stages, forecast with accuracy, and identify at-risk opportunities. ◾ Account & Contact Management: Maintain a 360° view of accounts, contacts, and customer relationships. ◾ Collaboration & Shared Inbox: Centralize communications across sales, service, and marketing teams for seamless coordination. ◾ Customer Service & Help Desk: Manage tickets, inquiries, and escalations through an integrated service hub. ◾ Case & SLA Management: Track service requests, enforce SLAs, and ensure timely resolution. ◾ Knowledge Base & AI Support: Provide agents and customers with real-time solutions for faster problem-solving. ◾ Omnichannel Service: Deliver consistent experiences via email, chat, and customer portals. ◾ Marketing Automation: Run campaigns across email, SMS, and digital channels with customizable workflows. ◾ Lead Nurturing & Scoring: Automatically engage prospects with personalized content and scoring models. ◾ Campaign Tracking & ROI Analytics: Tie marketing spend directly to pipeline performance and closed deals. ◾ Segmentation & Personalization: Deliver industry-specific, context-driven engagement at scale. ◾ Event & Webinar Lead Capture: Manage leads from events and webinars seamlessly within your CRM. INDUSTRY-SPECIFIC MODULES & COMPONENTS Gridlex goes beyond generic CRM features by offering industry-focused modules to meet regulatory, operational, and customer engagement needs across verticals: ◾ Biopharma CRM: MDM, Sampling, Medical Affairs, Sunshine Act management, HCP Portals & More ◾ Medical Devices CRM: MDM, Sunshine Act management, Support product demos, equipment tracking, and hospital procurement workflows. ◾ LBM (Lumber & Building Materials) CRM: Track contractor and dealer accounts, manage bids, and monitor material supply pipelines. ◾ Architecture & Engineering CRM: Track RFPs, project opportunities, and client relationships throughout long-cycle projects. With Gridlex, you don’t just get a CRM—you get a tailored sales platform that adapts to the way your industry operates, helping your teams close deals faster, serve clients better, and stay ahead of competitors. **Average Rating:** 4.9/5.0 **Total Reviews:** 4 #### How Do G2 Users Rate Gridlex Ultra Customizable AI CRM for Your Industry? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.9/10) #### Who Is the Company Behind Gridlex Ultra Customizable AI CRM for Your Industry? - **Seller:** [Gridlex](https://www.g2.com/sellers/gridlex) - **Year Founded:** 2011 - **HQ Location:** Orlando, US - **Twitter:** @Gridlex3 15 Twitter followers - **LinkedIn® Page:** [in.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b8538ab86a99b243c3fec92e05daf5510d1d5c6a5ea54175cedcdf6110150ef9&secure%5Burl%5D=https%3A%2F%2Fin.linkedin.com%2Fcompany%2Fgridlex%2F&secure%5Burl_type%5D=linkedin_company_website) 107 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 75% Medium, 25% Small #### What Do G2 Reviewers Say About Gridlex Ultra Customizable AI CRM for Your Industry? _AI-generated summary from verified user reviews_ ##### Pros - Users find that Gridlex Ultra's **automation efficiency** greatly simplifies their CRM processes, enhancing overall productivity and support. - Users find the **automation features** of Gridlex Ultra greatly enhance their CRM experience and streamline processes. - Users value the **automation focus** of Gridlex Ultra, enhancing efficiency and streamlining their CRM processes. - Users value the **customization options** of Gridlex Ultra, enhancing their CRM experience and meeting specific needs. - Users appreciate the **ease of use** of Gridlex Ultra Customizable AI CRM, finding it a streamlined solution for their needs. #### What Are Recent G2 Reviews of Gridlex Ultra Customizable AI CRM for Your Industry? **["Powerful Customization for your business"](https://www.g2.com/survey_responses/gridlex-ultra-customizable-ai-crm-for-your-industry-review-7029648)** **Rating:** 5.0/5.0 stars _— Verified User in Biotechnology_ [Read full review](https://www.g2.com/survey_responses/gridlex-ultra-customizable-ai-crm-for-your-industry-review-7029648) **["Truly above and beyond"](https://www.g2.com/survey_responses/gridlex-ultra-customizable-ai-crm-for-your-industry-review-6822744)** **Rating:** 5.0/5.0 stars _— Manesh N._ [Read full review](https://www.g2.com/survey_responses/gridlex-ultra-customizable-ai-crm-for-your-industry-review-6822744) ### [HDA ESM](https://www.g2.com/products/hda-esm/reviews) HDA ESM is the AI-powered Enterprise Service Management platform by PAT (Zucchetti Group) that keeps enterprises running. It unifies IT and business service workflows — ITSM, HR, facilities, customer care — in one omnichannel platform with native AI, no-code automation, and rapid time-to-value. Trusted by enterprise organizations across banking, energy, retail, and manufacturing, HDA ESM delivers ServiceNow-class capabilities with European data sovereignty and a fraction of the complexity. 𝐇𝐃𝐀 - 𝐊𝐞𝐞𝐩𝐬 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞𝐬 𝐑𝐮𝐧𝐧𝐢𝐧𝐠. HDA is the Enterprise Service Management (ESM) platform developed by PAT, a Zucchetti Group company and the leading Italian native player in the ESM market. HDA enables medium and large organizations to design, automate, and continuously improve every service process - from IT Service Management to HR, facilities, procurement, and customer care - on a single, unified platform. 𝐎𝐧𝐞 𝐩𝐥𝐚𝐭𝐟𝐨𝐫𝐦, 𝐞𝐯𝐞𝐫𝐲 𝐬𝐞𝐫𝐯𝐢𝐜𝐞. HDA combines an ITIL-aligned service desk, a powerful no-code/low-code workflow engine, a self-service portal, omnichannel request management (email, web, chat, phone), SLA and contract management, CMDB integration, and advanced reporting dashboards. Business departments can launch new digital services in days, not months, without writing code. 𝐀𝐈 𝐚𝐭 𝐭𝐡𝐞 𝐜𝐨𝐫𝐞. HDA embeds artificial intelligence throughout the service lifecycle: intelligent ticket classification and routing, an AI-powered virtual agent that resolves requests before they ever reach an operator, agent-assist suggestions, and knowledge automation. The upcoming DEFLECTION release pushes this further, focusing on autonomous resolution and dramatic reduction of L1 workload — measurably lowering cost-per-ticket while improving employee and customer experience. 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞-𝐠𝐫𝐚𝐝𝐞, 𝐰𝐢𝐭𝐡𝐨𝐮𝐭 𝐭𝐡𝐞 𝐞𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞 𝐛𝐮𝐫𝐝𝐞𝐧. Organizations choose HDA as a concrete alternative to overweight ITSM suites: faster implementation, transparent licensing, direct access to the vendor's own consultants, and full European data sovereignty — a critical requirement for banks, utilities, healthcare, and public administration. 𝐏𝐫𝐨𝐯𝐞𝐧 𝐚𝐭 𝐬𝐜𝐚𝐥𝐞. PAT serves 350+ clients - 80% of them enterprise - across 50 countries, spanning banking, insurance, energy, manufacturing, retail, telco, and the public sector. Customers rely on HDA to manage millions of service interactions per year, with deployments ranging from mid-market service desks to 200,000+ user environments. 𝐖𝐡𝐲 𝐭𝐞𝐚𝐦𝐬 𝐥𝐨𝐯𝐞 𝐇𝐃𝐀: rapid time-to-value, genuine flexibility of the process engine, an AI roadmap that delivers today, and a vendor that acts as a partner - not a ticket number. HDA. Keeps Enterprises Running #### Who Is the Company Behind HDA ESM? - **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 ### [HIPAADesk.app](https://www.g2.com/products/hipaadesk-app/reviews) HIPAADesk.app is a comprehensive help desk software designed to streamline IT support and customer service operations. It offers a suite of features including smart ticketing, time tracking, detailed reports and analytics, and AI-powered assistance, all within a fast, clean, and HIPAA-compliant platform. Key Features and Functionality: - Smart Ticketing: Efficiently create, assign, and track support tickets, categorizing them by priority, tags, and custom fields to maintain an organized workflow. - Time Tracking: Automatically monitor time spent on each ticket, facilitating the generation of timesheets and billable hours reports. - Reports & Analytics: Gain insights into ticket volume, response times, resolution rates, and team performance through built-in analytics tools. - HIPAA Compliance: Ensure the security of sensitive data with a platform that meets HIPAA standards, featuring audit logging and robust data protection measures. - AI Assistance: Leverage intelligent ticket classification, automatic summarization, and AI-suggested responses to expedite issue resolution. - Semantic Search: Quickly locate relevant tickets and past solutions using AI-powered semantic search capabilities. Primary Value and User Solutions: HIPAADesk.app addresses the critical need for efficient and secure IT support systems, particularly for organizations handling sensitive information. By integrating advanced features such as AI assistance and comprehensive analytics within a HIPAA-compliant framework, it empowers IT teams to enhance productivity, ensure data security, and deliver superior customer service. The platform's intuitive design and rapid setup process enable organizations to implement and benefit from its capabilities swiftly, making it an invaluable tool for modern IT support operations. #### Who Is the Company Behind HIPAADesk.app? - **Seller:** [HIPAADesk](https://www.g2.com/sellers/hipaadesk) - **HQ Location:** N/A - **LinkedIn® Page:** [linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d8f11968642eeaf0339592fe4d30a9e56f227830bbdebb1498bea5d08e02954d&secure%5Burl%5D=https%3A%2F%2Flinkedin.com%2Fcompany%2Fhipaadesk%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Hoth (House on the Hill)](https://www.g2.com/products/hoth-house-on-the-hill/reviews) Hoth (House on the Hill) is a trusted provider of powerful, flexible IT Service Management and Enterprise Service Management software. With 30+ years of experience, we help organisations of all sizes—from public sector teams to enterprise businesses—streamline support, reduce costs, and elevate service delivery. Our modern, AI-powered platform delivers fast ITIL-aligned solutions out of the box, while also offering the flexibility to scale and customise as your needs evolve. Hoth goes beyond ITSM to support Customer Service, Facilities, and Governance Risk & Compliance—all in one intuitive platform. Whether you’re looking for rapid deployment or deeper configuration, Hoth helps you get ITIL and get going—fast. Visit us at SITS to see how we’re making service smarter, faster, and more connected—backed by UK-based support you can rely on. **Average Rating:** 4.2/5.0 **Total Reviews:** 3 #### Who Is the Company Behind Hoth (House on the Hill)? - **Seller:** [Houseonthehill](https://www.g2.com/sellers/houseonthehill) - **Year Founded:** 1993 - **HQ Location:** Marple, GB - **Twitter:** @HotHSoftware 548 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c2bd191f86d7824b8b2906aae4d094853fc709f465cd4d18ccddbc1fccde26ea&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhouse-on-the-hill-software-ltd.%2Fmycompany%2F&secure%5Burl_type%5D=linkedin_company_website) 13 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 67% Small, 33% Large #### What Are Recent G2 Reviews of Hoth (House on the Hill)? **["House-on-the-Hill Service test aptly a made to measure service desk software"](https://www.g2.com/survey_responses/hoth-house-on-the-hill-review-6868056)** **Rating:** 5.0/5.0 stars _— Siddharth S._ [Read full review](https://www.g2.com/survey_responses/hoth-house-on-the-hill-review-6868056) **["Best Way to manage the support request"](https://www.g2.com/survey_responses/hoth-house-on-the-hill-review-5184686)** **Rating:** 4.0/5.0 stars _— prashant p._ [Read full review](https://www.g2.com/survey_responses/hoth-house-on-the-hill-review-5184686) #### What Are G2 Users Discussing About Hoth (House on the Hill)? - [What is House-on-the-Hill Service Desk used for?](https://www.g2.com/discussions/what-is-house-on-the-hill-service-desk-used-for) ### [iET ITSM](https://www.g2.com/products/iet-itsm/reviews) Create. Transform. Improve. #### Who Is the Company Behind iET ITSM? - **Seller:** [iET Solutions](https://www.g2.com/sellers/iet-solutions) - **Year Founded:** 2003 - **HQ Location:** Canton, US - **Twitter:** @iETSolutions 401 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3167e61e34f998cb82e50d35fdf8343c04ceb33c962ef4c201cad16cd5bccb81&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fiet-solutions&secure%5Burl_type%5D=linkedin_company_website) 32 employees on LinkedIn® ### [Inserve PSA](https://www.g2.com/products/inserve-psa/reviews) Inserve is user-friendly PSA software designed for Dutch Managed Service Providers (MSPs). Built specifically for small to midsized MSPs, Inserve helps to give owners and managers a real-time grip on performance, productivity, and profitability. From ticketing and time tracking to project management, asset management, sales, reporting, and a self-service portal - we've got you covered. Inserve integrates with tools your team already uses, including RMM platforms (NinjaOne, Datto, N-able), cloud distributors (Ingram Micro, ALSO, TD Synnex), accounting tools (Exact Online, Snelstart), VoIP, and more. These connections eliminate manual data entry, automate license billing, and free up time for valuable work. And with clear dashboards and reports, MSP owners and managers get real-time insight into performance, productivity, and profitability. We pride ourselves on being different from the big, bulky enterprise PSA tools. Our customers choose Inserve for its fast and intuitive interface, all-in-one pricing (with no hidden costs), and personal support — including free onboarding and data migration. No pushy sales cycles. No vendor lock-in. Just good software that helps you grow. Our value lies in what it enables: “We make 10% more billable hours with the same team.” “We finally found a tool that lets us do more without hiring more staff.” “Switching from TopDesk to Inserve was fast and smooth — we were productive right away.” “Support, phone, email and site visits are now properly logged — and revenue is up.” Inserve was founded in 2019 and based in Boxmeer (Netherlands). Inserve is a small, no-nonsense software company with a mission to simplify operations for IT service providers. With more than 150 MSPs using the platform daily, Inserve continues to grow by listening to users and improving the product — every single day. Our product is purpose-built for small to midsized MSPs looking for clarity, structure, and control in their business. Inserve offers essential modules like ticketing, time tracking, project management, asset management, CRM, quotes & sales tracking, recurring revenue tracking, reporting, a plan board, SLA tracking, license managemnet, and a self-service portal — all designed with simplicity in mind. MSPs can get started quickly, without complex onboarding or expensive consultancy projects. Whether you’re just getting started or scaling up, Inserve gives you the structure and freedom to focus on your business — not just your tickets. #### Who Is the Company Behind Inserve PSA? - **Seller:** [Inserve](https://www.g2.com/sellers/inserve-227b0373-08a3-4bc9-8658-833a2934329c) - **Year Founded:** 2019 - **HQ Location:** Boxmeer, North Brabant - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=21caa98e728c5278f2efdd2f0e3a766b2378dce8bf9940c4b9de8566d9c3843d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finserve-it%2F&secure%5Burl_type%5D=linkedin_company_website) 6 employees on LinkedIn® ### [InSite IT Service Management](https://www.g2.com/products/insite-it-service-management/reviews) INSITE offers the most comprehensive IT support solution on the market today-built on the Force.com Platform and accessed via the Cloud. Our approach allows any IT department to deploy a world-class service desk solution, proactively manage IT assets and measure and track results. You'll be up-and-running in days, not months or years, and at a fraction of the cost. #### Who Is the Company Behind InSite IT Service Management? - **Seller:** [INSITE](https://www.g2.com/sellers/insite) - **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® ### [IT Care Center](https://www.g2.com/products/it-care-center/reviews) IT Care Center (ITCC) offers a portfolio of service management solutions in a single platform that increases your organization’s operational and cost efficiency while improving business alignment and employee experiences. ITSM - ITCC IT service management (ITSM) is designed to make everyone’s life better, creating better service and support experiences throughout your organization. IT team members can easily intake, manage, and resolve IT issues, create automated workflows to streamline repetitive processes, and effectively manage all company assets from a single, integrated ITSM platform—this results in “better, faster, cheaper” operations and outcomes. ESM - Extend the proven ITSM capabilities to other business functions – such as Human Resources (HR), Facilities, Finance, and Legal – using an enterprise service management (ESM) approach. Apply the service management best practices and enabling technology to all the service and support needs across your organization to deliver improved, consistent operations and better business outcomes, including superior employee experiences. Help Desk- Not every organization needs an ITSM tool; you might only need to manage service and support interactions better. To help, ITCC Help Desk provides IT support teams and the end-users they serve with best practice capabilities for submitting and handling IT issues and requests – from end-user-empowering self-service and workflow automation to knowledge management and the analytics and reporting management needs to improve support operations and outcomes. MSP - If your organization serves multiple customers – perhaps as a managed service provider (MSP) – ITCC’s white-label managed services solution provides the capabilities and domain separation it needs to manage multiple clients in a single platform. ITCC contains all the service and support capabilities your MSP needs and additional tools such as contracts management, time billing, and customer-focused performance management, analytics, and reporting. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate IT Care Center? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.9/10) #### Who Is the Company Behind IT Care Center? - **Seller:** [That's IT Technologies](https://www.g2.com/sellers/that-s-it-technologies) - **Year Founded:** 2015 - **HQ Location:** Even Yehuda, IL - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=962eadd0f45b01ecc80b51d39f02c2c80c762c1344588a28632a7cafd3699359&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fit-care-center%2F&secure%5Burl_type%5D=linkedin_company_website) 14 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of IT Care Center? **["Great Experience"](https://www.g2.com/survey_responses/it-care-center-review-5244222)** **Rating:** 5.0/5.0 stars _— Mamun A._ [Read full review](https://www.g2.com/survey_responses/it-care-center-review-5244222) #### What Are G2 Users Discussing About IT Care Center? - [What is IT Care Center used for?](https://www.g2.com/discussions/what-is-it-care-center-used-for) ### [ITRP](https://www.g2.com/products/itrp-itrp/reviews) ITRP is an enterprise-class IT service management application built specifically for multinational organizations. #### Who Is the Company Behind ITRP? - **Seller:** [Itrp](https://www.g2.com/sellers/itrp) - **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® ### [ITSM Connector for SAP Applications](https://www.g2.com/products/itsm-connector-for-sap-applications/reviews) Solve the pain points of SAP support using this certified SAP add-on. Improve ticket quality, automate categorization and routing, simplify handling of duplicates and boost the efficiency of your service desk. Let your SAP users create incidents in external ITSM platforms directly from the SAP UI. #### Who Is the Company Behind ITSM Connector for SAP Applications? - **Seller:** [STA Consulting Kft](https://www.g2.com/sellers/sta-consulting-kft) - **Year Founded:** 2008 - **HQ Location:** Budapest, HU - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4b2713a4ba4fea2dd409f8d139106da59aa4073f8d37e8c6253d5b86d68e183a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsta-consulting-kft&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® ### [Klart AI](https://www.g2.com/products/klart-ai/reviews) Klart AI is an enterprise AI agent platform that enables organizations to deploy, manage, and scale autonomous AI employees across their teams, without engineering resources. Unlike single-purpose AI tools, Klart AI is a full platform. It combines a library of pre-built specialized agents, a no-code custom agent builder, a deep integration layer connecting to existing tools and data sources, and a centralized admin console to govern all AI activity across the organization. Every agent operates on the company's own verified knowledge, not generic internet data, making every response traceable, accurate, and compliant. PRE-BUILT AI AGENTS FOR EVERY FUNCTION Klart AI ships with 8 specialized AI agents, each purpose-built for a specific business function and deployable in minutes. Klarty is the Executive Assistant. It handles emails, retrieves knowledge, coordinates tasks, drafts responses, and executes actions across connected tools. It is the primary AI employee for any knowledge worker. Lyra is the Customer Support Expert. It resolves customer questions autonomously using verified company sources, routes complex issues to the right teams, and deflects repetitive tickets at scale. Enterprise customers use Lyra to achieve 80% first-contact resolution. Justa is the Legal Advisor. It reviews contracts, flags legal risks, drafts legal clauses, and provides jurisdiction-aware guidance using verified legal sources. Designed for legal, procurement, and finance teams. Calla is the AI Copywriter. It writes on-brand copy and drafts content across sales, marketing, and internal communications, using company brand guidelines as a live data source. Marcus is the Leadership and Management Advisor. It supports managers in decision-making, team communication, conflict resolution, and organizational navigation. Built for leaders who need structured, situational guidance at scale. Atlas is the SEO and Website Expert. It analyzes website performance, search rankings, and traffic data to produce actionable SEO recommendations and content strategies. Cairo is the Data Analyst. It connects to databases, spreadsheets, and data sources so any non-technical employee can query business data in plain language and get instant, structured results. Ilber is the AI Researcher. It conducts deep, source-grounded research and turns complex information into structured, reliable reports, removing the manual research burden from knowledge teams. BUILD YOUR OWN AI AGENT, NO CODE REQUIRED Beyond the pre-built agents, Klart AI includes a no-code Custom Agent Builder. Any team can create a purpose-specific AI agent by defining its role, connecting the relevant data sources, enabling the right tools, and setting access permissions. Custom agents have been deployed across sales, HR, IT support, onboarding, operations, finance, and more, configured in minutes and fully governed from the admin console. CONNECT TO YOUR ENTIRE TECH STACK Klart AI integrates with the tools teams already use. Current integrations include Slack, Microsoft Teams, Gmail, Chat Widget, WhatsApp, Confluence, Zendesk, Zoomin, Jira, Google Drive, Dropbox, OneDrive, Salesforce, Notion, BambooHR, Workday, and SAP. Agents can read from, write to, and take action across these systems, not just retrieve information from them. This means an agent can draft and send an email, create a Jira ticket, update a Salesforce record, or generate a document as part of a single conversation. KLART BRAIN, PERSISTENT WORKSPACE MEMORY Every Klart agent is powered by Klart Brain, a shared intelligence layer that combines company knowledge, conversation history, and long-term memory. It indexes content from connected data sources including Confluence, Notion, Google Drive, OneDrive, Jira, and uploaded documents, using vector embeddings for semantic search. Agents do not just search keywords. They understand context and retrieve the most relevant, source-cited answer every time. DEPLOYED WHERE YOUR TEAMS WORK Klart AI operates across Slack, Microsoft Teams, web chat, WhatsApp, and external customer-facing channels, with consistent behavior, permissions, and governance regardless of which surface employees or customers use. BUILT FOR ENTERPRISE The platform includes role-based access control, per-team data isolation, usage analytics, resolution tracking, and a full audit trail. Hosted on AWS EU infrastructure. GDPR and CCPA compliant. SOC 2 compliant practices across all data handling. Supports 50+ languages. PROVEN AT SCALE Used by 100,000+ active users across 20+ industries and 5 continents. 96% CSAT. Founded in 2023 and headquartered in Paris, France. Available on Trial, Pro, and Enterprise plans. #### Who Is the Company Behind Klart AI? - **Seller:** [Klart AI](https://www.g2.com/sellers/klart-ai) - **Year Founded:** 2023 - **HQ Location:** Paris, FR - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b3a38111e8289e6209e9b8b9425ac6bd21a622154d2607c195f023043562f827&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fklart-ai&secure%5Burl_type%5D=linkedin_company_website) 12 employees on LinkedIn® ### [KLX ESM](https://www.g2.com/products/klx-esm/reviews) KLX ESM is a cloud-based and on-premise IT Service Management (ITSM) and Human Resources Management System (HRMS) platform designed for small and mid-sized enterprises. Built on a modular low-code/no-code architecture, it enables organizations to digitize both IT and HR processes within a single environment — from service requests and incident tracking to employee lifecycle management, performance reviews, and off-cycle compensation workflows. The platform provides comprehensive ITSM capabilities (incident, request, change, asset, and knowledge management) alongside HR modules (employee records, absence management, compensation, evaluations, and onboarding). KLX ESM also includes an integrated flow engine, customizable dashboards, AI-driven automation, and multi-tenant deployment options. It can be hosted in France or on-premise, ensuring full compliance with EU data sovereignty and GDPR requirements. #### Who Is the Company Behind KLX ESM? - **Seller:** [Keolux](https://www.g2.com/sellers/keolux) - **Year Founded:** 2023 - **HQ Location:** Dijon, FR - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1239a102f6bf715fa5adc1fcc1058040e94a47d8a26f01c44882a737620bce59&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkeolux%2F&secure%5Burl_type%5D=linkedin_company_website) 4 employees on LinkedIn® ### [Managed IT Services](https://www.g2.com/products/truly-smb-managed-it-services/reviews) TrulySMB helps small and medium-sized businesses simplify and get more value from their technology, with a focus on Managed IT Services and Microsoft Dynamics 365 Business Central. We provide proactive IT support, Microsoft 365 expertise, and cybersecurity to keep your business running smoothly, alongside Business Central implementation and ongoing support to help streamline operations, improve visibility, and connect your core systems. Our approach is straightforward: understand how your business works, remove day-to-day IT friction, and make sure your systems, both IT and business applications, work together effectively. Whether you need a fully managed IT partner, support for your existing setup, or guidance with Business Central adoption, TrulySMB acts as an extension of your team, providing clear advice, reliable support, and solutions that scale with your business. #### Who Is the Company Behind Managed IT Services? - **Seller:** [Truly SMB](https://www.g2.com/sellers/truly-smb) - **Year Founded:** 2017 - **HQ Location:** UK, US & CA, GB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=98dd18bda01b747e11301de97196a18a2aa9f0ad8951ea213c6316b984e641ee&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftrulysmb%2F&secure%5Burl_type%5D=linkedin_company_website) 36 employees on LinkedIn® ### [Microland IDiO](https://www.g2.com/products/microland-idio/reviews) Organizations using the Integrated Digital Operations service experience superior levels of productivity, reduced cost of multi-vendor management and faster time-to-resolve leading to improved customer experience. #### Who Is the Company Behind Microland IDiO? - **Seller:** [Microland](https://www.g2.com/sellers/microland-1ab552b6-0e70-41c3-8841-1de035fc3822) - **Year Founded:** 1989 - **HQ Location:** Bangalore - **Twitter:** @MicrolandLtd 2,252 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d042bb76dcddd932c8188c0e1d378fc74eb7535686184a37af1b353f8645844b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmicroland&secure%5Burl_type%5D=linkedin_company_website) 6,520 employees on LinkedIn® ### [Microland smartCenter](https://www.g2.com/products/microland-smartcenter/reviews) Transform IT Service Management with an industrialized, automated platform with availability of 99.9% #### Who Is the Company Behind Microland smartCenter? - **Seller:** [Microland](https://www.g2.com/sellers/microland-1ab552b6-0e70-41c3-8841-1de035fc3822) - **Year Founded:** 1989 - **HQ Location:** Bangalore - **Twitter:** @MicrolandLtd 2,252 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d042bb76dcddd932c8188c0e1d378fc74eb7535686184a37af1b353f8645844b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmicroland&secure%5Burl_type%5D=linkedin_company_website) 6,520 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/it-service-management-itsm-tools?order=g2_score&page=8#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) - … - [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](/categories/it-service-management-itsm-tools?order=g2_score&page=8#product-list) - 9 - [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=10#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.