### Contents

- [**Glossary Terms**](#resources-glossary_terms)
- [**Discussions**](#resources-discussions)
- [**Reports**](#resources-reports)

# Service Desk Software Resources

##### Glossary Terms, Discussions, and Reports to expand your knowledge on Service Desk Software

Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data.

[ContentsExpand/Collapse Contents](#)
- [**Glossary Terms**](#resources-glossary_terms)
- [**Discussions**](#resources-discussions)
- [**Reports**](#resources-reports)

## Incident Management Software Glossary Terms

[![AIOps](https://learn.g2.com/hubfs/G2CM_GI755_Glossary_Article_Images-%5BAIOps%5D_V1b.png "AIOps")](https://www.g2.com/glossary/aiops-definition)

[AIOps](https://www.g2.com/glossary/aiops-definition)

AIOps applies artificial intelligence (AI) to speed up operational workflows. Learn more about its benefits, stages, and key features of an AIOps platform.

by Sagar Joshi

Explore our Technology Glossary

Browse through dozens of terms to better understand the products you purchase and use everyday.

[Find new features](https://www.g2.com/glossary)

## Service Desk Software Discussions

0

Question on: Jira Service Management
[What is Jira Service Management used for?](/discussions/what-is-jira-service-management-used-for)

What is Jira Service Management used for?

the tool is basically used for ticketing the IR or the Incident management process

Answered: Sangem Poorna Chandar on April 30, 2025

It is used to manage service requests, incidents, and support workflows across IT, HR, and customer service teams with SLA tracking and automation

Answered: Vikash Deep Bhaskar on January 4, 2026

[See more answers (1)](javascript:void(0);)

[Your answer](/discussions/what-is-jira-service-management-used-for/comments/new?remote=true)

0

Question on: ManageEngine ServiceDesk Plus
[What is ManageEngine ServiceDesk Plus used for?](/discussions/what-is-manageengine-servicedesk-plus-used-for)

What is ManageEngine ServiceDesk Plus used for?

Comment deleted by user.

Answered: Ankit Pal on November 4, 2023

ManageEngine ServiceDesk Plus is used for IT service management (ITSM), including: Incident, problem, and change management Service request handling and SLA tracking Asset and CMDB management Automation workflows and approvals Reporting and compliance It helps IT teams streamline support operations, improve response times, ensure SLA compliance, and enhance end-user satisfaction.

Answered: Rahul Rai on February 8, 2026

[See more answers (1)](javascript:void(0);)

[Your answer](/discussions/what-is-manageengine-servicedesk-plus-used-for/comments/new?remote=true)

0

Question on: Symantec ServiceDesk
[What is Symantec ServiceDesk used for?](/discussions/what-is-symantec-servicedesk-used-for)

What is Symantec ServiceDesk used for?

Symantec ServiceDesk is basically used for managing and automating IT service processes in organizations, including tracking and resolving user-reported incidents, identifying and addressing the root causes of these incidents, and facilitating controlled implementation of IT changes.

Answered: Sreekanth Sree on January 15, 2024

[Your answer](/discussions/what-is-symantec-servicedesk-used-for/comments/new?remote=true)

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## Service Desk Software Reports

Mid-Market Grid® Report for Service Desk

Summer 2026

G2 Report: Grid® Report

Grid® Report for Service Desk

Summer 2026

G2 Report: Grid® Report

Enterprise Grid® Report for Service Desk

Summer 2026

G2 Report: Grid® Report

Momentum Grid® Report for Service Desk

Summer 2026

G2 Report: Momentum Grid® Report

Small-Business Grid® Report for Service Desk

Summer 2026

G2 Report: Grid® Report

Enterprise Grid® Report for Service Desk

Spring 2026

G2 Report: Grid® Report

Small-Business Grid® Report for Service Desk

Spring 2026

G2 Report: Grid® Report

Mid-Market Grid® Report for Service Desk

Spring 2026

G2 Report: Grid® Report

Grid® Report for Service Desk

Spring 2026

G2 Report: Grid® Report

Momentum Grid® Report for Service Desk

Spring 2026

G2 Report: Momentum Grid® Report