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Best Enterprise Service Desk Software

Anindita Sengupta
AS
Researched and written by Anindita Sengupta

Products classified in the overall Service Desk category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Service Desk to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Service Desk category.

In addition to qualifying for inclusion in the Service Desk Software category, to qualify for inclusion in the Enterprise Business Service Desk Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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33 Listings in Enterprise Service Desk Software Available

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    G2 Score
ServiceNow IT Service Management
(1,219)4.4 out of 5
7th Easiest To Use in Service Desk software
View top Consulting Services for ServiceNow IT Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

    Users
    • Consultant
    • Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 73% Enterprise
    • 21% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ServiceNow IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    158
    Incident Management
    104
    Efficiency
    95
    Features
    90
    Automation
    78
    Cons
    Learning Curve
    65
    Expensive
    55
    Complexity
    50
    Limited Customization
    47
    Customization Difficulty
    44
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ServiceNow IT Service Management features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.7
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ServiceNow
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    53,437 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    31,344 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

Users
  • Consultant
  • Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 73% Enterprise
  • 21% Mid-Market
ServiceNow IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
158
Incident Management
104
Efficiency
95
Features
90
Automation
78
Cons
Learning Curve
65
Expensive
55
Complexity
50
Limited Customization
47
Customization Difficulty
44
View All Pros and Cons
ServiceNow IT Service Management features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.7
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
ServiceNow
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
53,437 Twitter followers
LinkedIn® Page
www.linkedin.com
31,344 employees on LinkedIn®
Jira Service Management
(962)4.3 out of 5
5th Easiest To Use in Service Desk software
View top Consulting Services for Jira Service Management
Save to My Lists
Entry Level Price:0 /agent/month
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external sta

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 38% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Jira Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    45
    Automation
    28
    Integrations
    28
    Ticket Management
    28
    Features
    27
    Cons
    Learning Curve
    34
    Steep Learning Curve
    27
    Complexity
    26
    Complex Setup
    19
    Complex UI
    15
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Jira Service Management features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.7
    8.7
    Automate Ticket Routing
    Average: 8.7
    8.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Atlassian
    Company Website
    Year Founded
    2002
    HQ Location
    Sydney and San Francisco
    Twitter
    @Atlassian
    105,597 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    21,797 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external sta

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 38% Enterprise
Jira Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
45
Automation
28
Integrations
28
Ticket Management
28
Features
27
Cons
Learning Curve
34
Steep Learning Curve
27
Complexity
26
Complex Setup
19
Complex UI
15
View All Pros and Cons
Jira Service Management features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.7
8.7
Automate Ticket Routing
Average: 8.7
8.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Atlassian
Company Website
Year Founded
2002
HQ Location
Sydney and San Francisco
Twitter
@Atlassian
105,597 Twitter followers
LinkedIn® Page
www.linkedin.com
21,797 employees on LinkedIn®
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Freshservice
(1,311)4.6 out of 5
Optimized for quick response
3rd Easiest To Use in Service Desk software
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

    Users
    • IT Manager
    • IT Director
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 20% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Freshservice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    71
    Features
    40
    Automation
    38
    Integrations
    30
    Easy Setup
    29
    Cons
    Missing Features
    25
    Learning Curve
    19
    Limited Features
    19
    Limited Customization
    17
    Limited Functionality
    13
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Freshservice features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.1
    Automate Ticket Routing
    Average: 8.7
    8.6
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,039 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,542 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

Users
  • IT Manager
  • IT Director
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 20% Enterprise
Freshservice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
71
Features
40
Automation
38
Integrations
30
Easy Setup
29
Cons
Missing Features
25
Learning Curve
19
Limited Features
19
Limited Customization
17
Limited Functionality
13
View All Pros and Cons
Freshservice features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.1
Automate Ticket Routing
Average: 8.7
8.6
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,039 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®
SysAid
(733)4.5 out of 5
Optimized for quick response
4th Easiest To Use in Service Desk software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 operationa

    Users
    • IT Manager
    • System Administrator
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 60% Mid-Market
    • 29% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SysAid Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    40
    Customer Support
    34
    Features
    28
    Automation
    26
    Ticket Management
    25
    Cons
    Missing Features
    13
    Steep Learning Curve
    11
    Limited Customization
    10
    Poor Customer Support
    10
    Clunky Interface
    9
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SysAid features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SysAid
    Company Website
    Year Founded
    2002
    HQ Location
    Toronto, Canada
    Twitter
    @sysaid
    9,650 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    243 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 operationa

Users
  • IT Manager
  • System Administrator
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 60% Mid-Market
  • 29% Enterprise
SysAid Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
40
Customer Support
34
Features
28
Automation
26
Ticket Management
25
Cons
Missing Features
13
Steep Learning Curve
11
Limited Customization
10
Poor Customer Support
10
Clunky Interface
9
View All Pros and Cons
SysAid features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
SysAid
Company Website
Year Founded
2002
HQ Location
Toronto, Canada
Twitter
@sysaid
9,650 Twitter followers
LinkedIn® Page
www.linkedin.com
243 employees on LinkedIn®
Proactivanet
(65)4.8 out of 5
11th Easiest To Use in Service Desk software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Proactivanet is a certificated and fully integrated software for managing IT assets and services. Proactivanet ITAM is the only vendor that guarantees a 100% discovery of your IT inventory. Proactivan

    Users
    No information available
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 52% Mid-Market
    • 34% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Proactivanet Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    3
    Automation
    2
    Customer Support
    2
    Customization
    2
    Communication Efficiency
    1
    Cons
    Limited Customization
    1
    Limited Features
    1
    Limited Functionality
    1
    Mobile App Issues
    1
    Poor Interface Design
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Proactivanet features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 8.6
    9.4
    Ticket Prioritization
    Average: 8.7
    9.4
    Automate Ticket Routing
    Average: 8.7
    9.0
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Proactivanet
    Year Founded
    1998
    HQ Location
    Gijon
    Twitter
    @ProactivaNET
    1,781 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    59 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Proactivanet is a certificated and fully integrated software for managing IT assets and services. Proactivanet ITAM is the only vendor that guarantees a 100% discovery of your IT inventory. Proactivan

Users
No information available
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 52% Mid-Market
  • 34% Enterprise
Proactivanet Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
3
Automation
2
Customer Support
2
Customization
2
Communication Efficiency
1
Cons
Limited Customization
1
Limited Features
1
Limited Functionality
1
Mobile App Issues
1
Poor Interface Design
1
View All Pros and Cons
Proactivanet features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 8.6
9.4
Ticket Prioritization
Average: 8.7
9.4
Automate Ticket Routing
Average: 8.7
9.0
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Proactivanet
Year Founded
1998
HQ Location
Gijon
Twitter
@ProactivaNET
1,781 Twitter followers
LinkedIn® Page
www.linkedin.com
59 employees on LinkedIn®
ManageEngine ServiceDesk Plus
(243)4.2 out of 5
Save to My Lists
Entry Level Price:Starts at $1195 (For ...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT supp

    Users
    • IT Manager
    • System Administrator
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 59% Mid-Market
    • 31% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ManageEngine ServiceDesk Plus Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    9
    Features
    8
    Intuitive
    7
    Asset Management
    6
    Customer Support
    6
    Cons
    Complexity
    3
    Complex Setup
    3
    Learning Curve
    3
    Limited Features
    3
    Poor Customer Support
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.7
    8.7
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Zoho
    Year Founded
    1996
    HQ Location
    Austin, TX
    Twitter
    @Zoho
    136,812 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    29,794 employees on LinkedIn®
    Phone
    +1 (888) 900-9646
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT supp

Users
  • IT Manager
  • System Administrator
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 59% Mid-Market
  • 31% Enterprise
ManageEngine ServiceDesk Plus Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
9
Features
8
Intuitive
7
Asset Management
6
Customer Support
6
Cons
Complexity
3
Complex Setup
3
Learning Curve
3
Limited Features
3
Poor Customer Support
3
View All Pros and Cons
ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.7
8.7
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Zoho
Year Founded
1996
HQ Location
Austin, TX
Twitter
@Zoho
136,812 Twitter followers
LinkedIn® Page
www.linkedin.com
29,794 employees on LinkedIn®
Phone
+1 (888) 900-9646
Atera
(1,039)4.6 out of 5
Optimized for quick response
2nd Easiest To Use in Service Desk software
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    The first and only Agentic AI platform for IT management, offers a digital workforce of AI agents that proactively and autonomously support your entire IT operation. Atera’s all-in-one IT management

    Users
    • Owner
    • IT Manager
    Industries
    • Information Technology and Services
    • Computer & Network Security
    Market Segment
    • 61% Small-Business
    • 32% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Atera is a platform that combines automation and AI to help manage IT operations, providing features such as ticketing, monitoring, and remote access.
    • Reviewers frequently mention the platform's ease of use, its ability to streamline daily operations, and the efficiency of its automation features in reducing manual workload.
    • Users experienced challenges with the initial setup, occasional sluggishness in remote access, and limitations in the platform's reporting and customization options.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Atera Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    540
    Features
    359
    Automation
    298
    Remote Access
    240
    Customer Support
    236
    Cons
    Missing Features
    248
    Limited Features
    176
    Feature Issues
    131
    Improvement Needed
    116
    Needs Improvement
    94
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Atera features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 8.6
    8.5
    Ticket Prioritization
    Average: 8.7
    8.4
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Atera
    Company Website
    Year Founded
    2011
    HQ Location
    Tel Aviv
    Twitter
    @AteraCloud
    1,678 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    380 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The first and only Agentic AI platform for IT management, offers a digital workforce of AI agents that proactively and autonomously support your entire IT operation. Atera’s all-in-one IT management

Users
  • Owner
  • IT Manager
Industries
  • Information Technology and Services
  • Computer & Network Security
Market Segment
  • 61% Small-Business
  • 32% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Atera is a platform that combines automation and AI to help manage IT operations, providing features such as ticketing, monitoring, and remote access.
  • Reviewers frequently mention the platform's ease of use, its ability to streamline daily operations, and the efficiency of its automation features in reducing manual workload.
  • Users experienced challenges with the initial setup, occasional sluggishness in remote access, and limitations in the platform's reporting and customization options.
Atera Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
540
Features
359
Automation
298
Remote Access
240
Customer Support
236
Cons
Missing Features
248
Limited Features
176
Feature Issues
131
Improvement Needed
116
Needs Improvement
94
View All Pros and Cons
Atera features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 8.6
8.5
Ticket Prioritization
Average: 8.7
8.4
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Atera
Company Website
Year Founded
2011
HQ Location
Tel Aviv
Twitter
@AteraCloud
1,678 Twitter followers
LinkedIn® Page
www.linkedin.com
380 employees on LinkedIn®
SymphonyAI IT Service Management
(68)4.6 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automa

    Users
    No information available
    Industries
    • Information Technology and Services
    • Automotive
    Market Segment
    • 68% Enterprise
    • 32% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SymphonyAI IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Automation
    2
    Automation Efficiency
    1
    Configuration Ease
    1
    Customizability
    1
    Ease of Use
    1
    Cons
    Complex Configuration
    1
    Complexity
    1
    Complex Setup
    1
    Expensive
    1
    Filtering Issues
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SymphonyAI IT Service Management features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 8.6
    8.6
    Ticket Prioritization
    Average: 8.7
    8.5
    Automate Ticket Routing
    Average: 8.7
    8.2
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SymphonyAI
    Year Founded
    2017
    HQ Location
    Palo Alto, California
    Twitter
    @SymphonySummit
    475 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,052 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automa

Users
No information available
Industries
  • Information Technology and Services
  • Automotive
Market Segment
  • 68% Enterprise
  • 32% Mid-Market
SymphonyAI IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Automation
2
Automation Efficiency
1
Configuration Ease
1
Customizability
1
Ease of Use
1
Cons
Complex Configuration
1
Complexity
1
Complex Setup
1
Expensive
1
Filtering Issues
1
View All Pros and Cons
SymphonyAI IT Service Management features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 8.6
8.6
Ticket Prioritization
Average: 8.7
8.5
Automate Ticket Routing
Average: 8.7
8.2
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
SymphonyAI
Year Founded
2017
HQ Location
Palo Alto, California
Twitter
@SymphonySummit
475 Twitter followers
LinkedIn® Page
www.linkedin.com
2,052 employees on LinkedIn®
Vivantio
(298)4.3 out of 5
Save to My Lists
Entry Level Price:Starting at $59.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Vivantio provides service management software for teams that support internal and external customers. Our platform scales to meet the needs of large, multi-site organizations, optimizing workflows acr

    Users
    • IT Manager
    Industries
    • Information Technology and Services
    • Outsourcing/Offshoring
    Market Segment
    • 57% Mid-Market
    • 28% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Vivantio Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    73
    Efficiency
    35
    Features
    33
    Helpful
    32
    Customizability
    31
    Cons
    Learning Curve
    19
    Ticketing Issues
    19
    Complexity
    16
    Improvement Needed
    15
    Missing Features
    14
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Vivantio features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.7
    8.5
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Vivantio
    Year Founded
    2003
    HQ Location
    Boston, MA
    Twitter
    @Vivantio
    110 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    30 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Vivantio provides service management software for teams that support internal and external customers. Our platform scales to meet the needs of large, multi-site organizations, optimizing workflows acr

Users
  • IT Manager
Industries
  • Information Technology and Services
  • Outsourcing/Offshoring
Market Segment
  • 57% Mid-Market
  • 28% Enterprise
Vivantio Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
73
Efficiency
35
Features
33
Helpful
32
Customizability
31
Cons
Learning Curve
19
Ticketing Issues
19
Complexity
16
Improvement Needed
15
Missing Features
14
View All Pros and Cons
Vivantio features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.7
8.5
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Vivantio
Year Founded
2003
HQ Location
Boston, MA
Twitter
@Vivantio
110 Twitter followers
LinkedIn® Page
www.linkedin.com
30 employees on LinkedIn®
EasyVista Service Manager
(98)3.9 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    EasyVista Service Manager is a proven ITSM solution with the sophistication to support the most complex ITIL requirements but with the simplicity, agility, and mobility required to make ITSM easy to u

    Users
    No information available
    Industries
    • Information Technology and Services
    • Higher Education
    Market Segment
    • 60% Enterprise
    • 31% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • EasyVista Service Manager Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Integrations
    5
    Ease of Use
    3
    Flexibility
    3
    Implementation Ease
    3
    Customer Support
    2
    Cons
    Complexity
    1
    Complex Reporting
    1
    Confusing Interface
    1
    Inadequate Reporting
    1
    Learning Curve
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • EasyVista Service Manager features and usability ratings that predict user satisfaction
    8.1
    Has the product been a good partner in doing business?
    Average: 8.6
    7.1
    Ticket Prioritization
    Average: 8.7
    7.8
    Automate Ticket Routing
    Average: 8.7
    6.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    EasyVista
    Year Founded
    1988
    HQ Location
    Noisy-le-Grand
    Twitter
    @EasyVista
    1,281 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    365 employees on LinkedIn®
    Ownership
    EPA: ALEZV
Product Description
How are these determined?Information
This description is provided by the seller.

EasyVista Service Manager is a proven ITSM solution with the sophistication to support the most complex ITIL requirements but with the simplicity, agility, and mobility required to make ITSM easy to u

Users
No information available
Industries
  • Information Technology and Services
  • Higher Education
Market Segment
  • 60% Enterprise
  • 31% Mid-Market
EasyVista Service Manager Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Integrations
5
Ease of Use
3
Flexibility
3
Implementation Ease
3
Customer Support
2
Cons
Complexity
1
Complex Reporting
1
Confusing Interface
1
Inadequate Reporting
1
Learning Curve
1
View All Pros and Cons
EasyVista Service Manager features and usability ratings that predict user satisfaction
8.1
Has the product been a good partner in doing business?
Average: 8.6
7.1
Ticket Prioritization
Average: 8.7
7.8
Automate Ticket Routing
Average: 8.7
6.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
EasyVista
Year Founded
1988
HQ Location
Noisy-le-Grand
Twitter
@EasyVista
1,281 Twitter followers
LinkedIn® Page
www.linkedin.com
365 employees on LinkedIn®
Ownership
EPA: ALEZV
TOPdesk
(30)4.1 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desk

    Users
    No information available
    Industries
    No information available
    Market Segment
    • 57% Mid-Market
    • 40% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • TOPdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Features
    2
    Asset Management
    1
    Automation
    1
    Customer Support
    1
    Ease of Use
    1
    Cons
    Ticketing Issues
    2
    Access Control
    1
    Learning Curve
    1
    Missing Features
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • TOPdesk features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 8.6
    8.4
    Ticket Prioritization
    Average: 8.7
    8.8
    Automate Ticket Routing
    Average: 8.7
    8.1
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    TOPdesk
    HQ Location
    Delft, Zuid-Holland
    Twitter
    @TOPdesk
    1,762 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    763 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desk

Users
No information available
Industries
No information available
Market Segment
  • 57% Mid-Market
  • 40% Enterprise
TOPdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Features
2
Asset Management
1
Automation
1
Customer Support
1
Ease of Use
1
Cons
Ticketing Issues
2
Access Control
1
Learning Curve
1
Missing Features
1
View All Pros and Cons
TOPdesk features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 8.6
8.4
Ticket Prioritization
Average: 8.7
8.8
Automate Ticket Routing
Average: 8.7
8.1
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
TOPdesk
HQ Location
Delft, Zuid-Holland
Twitter
@TOPdesk
1,762 Twitter followers
LinkedIn® Page
www.linkedin.com
763 employees on LinkedIn®
Helpdesk 365
(198)4.7 out of 5
9th Easiest To Use in Service Desk software
Save to My Lists
Entry Level Price:Starting at $11.99
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Helpdesk 365 is a reliable AI-powered helpdesk software built to simplify internal support operations and boost team productivity. Designed for businesses using Microsoft 365, it integrates seamlessly

    Users
    No information available
    Industries
    • Insurance
    • Computer & Network Security
    Market Segment
    • 58% Mid-Market
    • 11% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Helpdesk 365 Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    44
    Customer Support
    24
    Helpful
    18
    Features
    17
    Ticket Management
    17
    Cons
    Missing Features
    6
    Bugs
    5
    Poor Documentation
    5
    Slow Loading
    5
    Software Bugs
    5
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Helpdesk 365 features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 8.6
    9.3
    Ticket Prioritization
    Average: 8.7
    8.9
    Automate Ticket Routing
    Average: 8.7
    9.0
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    CubicLogics
    Company Website
    Year Founded
    2015
    HQ Location
    Wilmington, US
    Twitter
    @cubiclogics
    16 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    119 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Helpdesk 365 is a reliable AI-powered helpdesk software built to simplify internal support operations and boost team productivity. Designed for businesses using Microsoft 365, it integrates seamlessly

Users
No information available
Industries
  • Insurance
  • Computer & Network Security
Market Segment
  • 58% Mid-Market
  • 11% Enterprise
Helpdesk 365 Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
44
Customer Support
24
Helpful
18
Features
17
Ticket Management
17
Cons
Missing Features
6
Bugs
5
Poor Documentation
5
Slow Loading
5
Software Bugs
5
View All Pros and Cons
Helpdesk 365 features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 8.6
9.3
Ticket Prioritization
Average: 8.7
8.9
Automate Ticket Routing
Average: 8.7
9.0
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
CubicLogics
Company Website
Year Founded
2015
HQ Location
Wilmington, US
Twitter
@cubiclogics
16 Twitter followers
LinkedIn® Page
www.linkedin.com
119 employees on LinkedIn®
Ivanti Neurons for ITSM
(189)3.9 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Ivanti Neurons for ITSM provides enterprise-capable, end-to-end service management capabilities throughout the service delivery lifecycle, from request capture to remediation. Built on industry standa

    Users
    No information available
    Industries
    • Information Technology and Services
    • Government Administration
    Market Segment
    • 63% Enterprise
    • 33% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Ivanti Neurons for ITSM Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    1
    Customizability
    1
    Customization
    1
    Ease of Use
    1
    Features
    1
    Cons
    Limited Features
    1
    Missing Features
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Ivanti Neurons for ITSM features and usability ratings that predict user satisfaction
    8.1
    Has the product been a good partner in doing business?
    Average: 8.6
    8.4
    Ticket Prioritization
    Average: 8.7
    8.1
    Automate Ticket Routing
    Average: 8.7
    7.5
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Ivanti
    Company Website
    Year Founded
    1985
    HQ Location
    South Jordan, UT
    Twitter
    @GoIvanti
    6,758 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,990 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Ivanti Neurons for ITSM provides enterprise-capable, end-to-end service management capabilities throughout the service delivery lifecycle, from request capture to remediation. Built on industry standa

Users
No information available
Industries
  • Information Technology and Services
  • Government Administration
Market Segment
  • 63% Enterprise
  • 33% Mid-Market
Ivanti Neurons for ITSM Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
1
Customizability
1
Customization
1
Ease of Use
1
Features
1
Cons
Limited Features
1
Missing Features
1
View All Pros and Cons
Ivanti Neurons for ITSM features and usability ratings that predict user satisfaction
8.1
Has the product been a good partner in doing business?
Average: 8.6
8.4
Ticket Prioritization
Average: 8.7
8.1
Automate Ticket Routing
Average: 8.7
7.5
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Ivanti
Company Website
Year Founded
1985
HQ Location
South Jordan, UT
Twitter
@GoIvanti
6,758 Twitter followers
LinkedIn® Page
www.linkedin.com
2,990 employees on LinkedIn®
Spiceworks Cloud Help Desk
(311)4.3 out of 5
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Spiceworks Cloud Help Desk (CHD) is a purpose-built IT help desk software designed for internal IT teams. Whether you’re a solo admin or a full help desk staff, CHD provides a fast, easy ticketing sys

    Users
    • IT Manager
    • Network Administrator
    Industries
    • Information Technology and Services
    • Education Management
    Market Segment
    • 65% Mid-Market
    • 23% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Spiceworks Cloud Help Desk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Collaboration
    1
    Communication Efficiency
    1
    Efficiency
    1
    Incident Management
    1
    Team Collaboration
    1
    Cons
    Connectivity Issues
    1
    Integration Issues
    1
    Limited Functionality
    1
    Missing Features
    1
    Notification Issues
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Spiceworks Cloud Help Desk features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 8.6
    8.8
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.2
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Ziff Davis
    Year Founded
    1995
    HQ Location
    New York
    Twitter
    @ziffdavis
    1,410 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    6,594 employees on LinkedIn®
    Ownership
    NASDAQ: ZD
Product Description
How are these determined?Information
This description is provided by the seller.

Spiceworks Cloud Help Desk (CHD) is a purpose-built IT help desk software designed for internal IT teams. Whether you’re a solo admin or a full help desk staff, CHD provides a fast, easy ticketing sys

Users
  • IT Manager
  • Network Administrator
Industries
  • Information Technology and Services
  • Education Management
Market Segment
  • 65% Mid-Market
  • 23% Small-Business
Spiceworks Cloud Help Desk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Collaboration
1
Communication Efficiency
1
Efficiency
1
Incident Management
1
Team Collaboration
1
Cons
Connectivity Issues
1
Integration Issues
1
Limited Functionality
1
Missing Features
1
Notification Issues
1
View All Pros and Cons
Spiceworks Cloud Help Desk features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 8.6
8.8
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.2
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Ziff Davis
Year Founded
1995
HQ Location
New York
Twitter
@ziffdavis
1,410 Twitter followers
LinkedIn® Page
www.linkedin.com
6,594 employees on LinkedIn®
Ownership
NASDAQ: ZD
Incident IQ
(218)4.6 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and

    Users
    • Technology Specialist
    Industries
    • Primary/Secondary Education
    • Information Technology and Services
    Market Segment
    • 59% Mid-Market
    • 39% Enterprise
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Incident IQ features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 8.6
    8.9
    Ticket Prioritization
    Average: 8.7
    9.0
    Automate Ticket Routing
    Average: 8.7
    8.4
    Knowledge Base/Ticket Integration
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Incident IQ
    Year Founded
    2016
    HQ Location
    Atlanta, Georgia
    Twitter
    @IncidentIQ
    408 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    217 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and

Users
  • Technology Specialist
Industries
  • Primary/Secondary Education
  • Information Technology and Services
Market Segment
  • 59% Mid-Market
  • 39% Enterprise
Incident IQ features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 8.6
8.9
Ticket Prioritization
Average: 8.7
9.0
Automate Ticket Routing
Average: 8.7
8.4
Knowledge Base/Ticket Integration
Average: 8.2
Seller Details
Seller
Incident IQ
Year Founded
2016
HQ Location
Atlanta, Georgia
Twitter
@IncidentIQ
408 Twitter followers
LinkedIn® Page
www.linkedin.com
217 employees on LinkedIn®
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