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# Freshservice vs IBM Apptio Comparison - What are their main differences?

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FreshserviceIBM Apptio[+ Add Product](#)

Reviews

**Freshservice** [

4.6/5(1,361)

](https://www.g2.com/products/freshservice/reviews#reviews)

**IBM Apptio** [

4.3/5(204)

](https://www.g2.com/products/ibm-apptio/reviews#reviews)

Pricing

**Freshservice**
Free Trial

**$19.00** · STARTER

**IBM Apptio**
Free Trial

No pricing available

**Pricing Insights**
from reviews

Time to Implement

**Freshservice**
2 monthsFaster

Based on 152 responses

**IBM Apptio**
7 months

Based on 7 responses

Return on Investment

**Freshservice**
15 months

Based on 114 responses

**IBM Apptio**
15 months

Based on 7 responses

Perceived Cost

**Freshservice**
$$$$$

**IBM Apptio**
$$$$$

Average Discount

**Freshservice**
11%1% more

**IBM Apptio**
10%

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

 ![IBM Apptio](https://images.g2crowd.com/uploads/product/hd_favicon/45bc12f5a4f533620c08c2c14d754535/ibm-apptio.svg "IBM Apptio")

G2 offers free advice on this comparison.

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Pros & Cons

**Freshservice**
[
Ease of Use (229)
](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833122&qs=pros-and-cons#reviews)[
Features (116)
](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1835413&qs=pros-and-cons#reviews)[
Missing Features (83)
](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833407&qs=pros-and-cons#reviews)[
Limited Features (56)
](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1836131&qs=pros-and-cons#reviews)

**IBM Apptio**
[
Ease of Use (68)
](https://www.g2.com/products/ibm-apptio/reviews?filters%5Bsentiment_snippet%5D=1080616&qs=pros-and-cons#reviews)[
Useful (54)
](https://www.g2.com/products/ibm-apptio/reviews?filters%5Bsentiment_snippet%5D=1080870&qs=pros-and-cons#reviews)[
Missing Features (19)
](https://www.g2.com/products/ibm-apptio/reviews?filters%5Bsentiment_snippet%5D=1080633&qs=pros-and-cons#reviews)[
Slow Performance (16)
](https://www.g2.com/products/ibm-apptio/reviews?filters%5Bsentiment_snippet%5D=1080959&qs=pros-and-cons#reviews)

Integrations

**Freshservice**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_d186f1cfbf1f82bc872c76769abffa7e/e714dee4-7023-45dc-b0fe-737784315b5f.png "Product Avatar Image")

Adobe Acrobat Sign API

](https://www.g2.com/products/adobe-acrobat-sign-api/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_de7b0518c01aad23330b32c4acb323dd/adp-workforce-now.jpg "Product Avatar Image")

Workforce Now

](https://www.g2.com/products/adp-workforce-now/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/aws-lambda.jpg "Product Avatar Image")

AWS Lambda

](https://www.g2.com/products/aws-lambda/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a05e90757d45fd56faa93611eb55814d/clickup.png "Product Avatar Image")

ClickUp

](https://www.g2.com/products/clickup/reviews)[
View all
](https://www.g2.com/products/freshservice/integrations)

**IBM Apptio**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/aws-lambda.jpg "Product Avatar Image")

AWS Lambda

](https://www.g2.com/products/aws-lambda/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_13aba37ae908d9cf29a2452925257ccc/azure-databricks.jpeg "Product Avatar Image")

Azure Databricks

](https://www.g2.com/products/azure-databricks/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_94c47c6c93d08464c46107ed3840a073/ibm-targetprocess.png "Product Avatar Image")

IBM Targetprocess

](https://www.g2.com/products/ibm-targetprocess/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b8b49f2b6f9cd484b0efa52a4abd8269/microsoft-microsoft-power-bi.png "Product Avatar Image")

Microsoft Power BI

](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews)[
View all
](https://www.g2.com/products/ibm-apptio/integrations)

Screenshots

**Freshservice**
 ![Freshservice screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1835155/Gemini-Generated-Image-tkvdd0tkvdd0tkvd.png)

**IBM Apptio**
 ![IBM Apptio screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1373983/Industry-Benchmarks-_1_.png)

Ratings

Meets Requirements

**Freshservice**

8.9

8.91,203

**IBM Apptio**

8.5

8.578

Ease of Use

**Freshservice**

9.2

9.21,208

**IBM Apptio**

8.0

8.0150

Ease of Setup

**Freshservice**

8.8

8.8994

**IBM Apptio**

7.4

7.4119

Ease of Admin

**Freshservice**

9.0

9.0971

**IBM Apptio**

7.8

7.837

Quality of Support

**Freshservice**

9.0

9.01,162

**IBM Apptio**

8.4

8.475

Has the product been a good partner in doing business?

**Freshservice**

9.0

9.0946

**IBM Apptio**

8.3

8.339

Product Direction (% positive)

**Freshservice**

9.5

9.51,182

**IBM Apptio**

9.4

9.478

Features

Enterprise IT Management[Hide 50 FeaturesShow 50 Features](javascript:void(0);)

8.2

364

8.2

78

Analysis

Threat Detection

7.5(won by default)

173

Feature Not Available

Platform

Unified Communications Platform

8.3(won by 0.8)

232

 (There is a greater than 0.5 difference between this product's rating and its competitors)

7.5

57

Remote Access

8.2(tied score)

212

8.2(tied score)

55

Asset Tracking

8.4(won by 0.1)

283

8.3

68

IT Knowledge Management

8.7(won by 0.7)

315

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.0

58

ITIL Policy Compliance

8.7(won by default)

255

Feature Not Available

IT Asset Management

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Security

Disaster Recovery

7.5(tied score)

166

7.5(tied score)

54

Service Management

8.9(won by 0.8)

283

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.1

57

Workflow Management

8.8(won by 1.0)

286

 (There is a greater than 0.5 difference between this product's rating and its competitors)

7.8

54

Endpoint Protection

7.8(won by default)

178

Feature Not Available

Patch Management

7.0(won by default)

107

Feature Not Available

Remote Monitoring & Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

License Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Agentic AI - Enterprise IT Management

Multi-step Planning

Not enough data

8.3(won by default)

5

Cross-system Integration

Not enough data

8.8(won by default)

8

Natural Language Interaction

Not enough data

9.0(won by default)

5

Autonomous Task Execution

Not enough data

Feature Not Available

Adaptive Learning

Not enough data

Feature Not Available

Proactive Assistance

Not enough data

Feature Not Available

Decision Making

Not enough data

Feature Not Available

AI/Machine Learning

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

IT Reporting

Not enough data

8.3(won by default)

6

Audit Trail

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Security Tools

Not enough data

Not enough data

Server Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Event Logs

Not enough data

Not enough data

Maintenance Scheduling

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization and Recommendation

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Issue Auditing

Not enough data

Not enough data

Dashboard

Not enough data

Not enough data

API

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);)

8.9

8

Not enough data

Ticket and Case Management

Ticket Creation User Experience

8.7(won by default)

5

Not enough data

Ticket Response User Experience

7.7(won by default)

5

Not enough data

Service Level Agreement (SLA) Management

9.7(won by default)

5

Not enough data

Ticket Collaboration

9.3(won by default)

5

Not enough data

Workflow

Not enough data

Not enough data

Automated Response

Not enough data

Not enough data

Attachments/Screencasts

Not enough data

Not enough data

Customer/Contact Database

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Call Center Management

Not enough data

Not enough data

Queue Management

Not enough data

Not enough data

Inbox Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Help Desk

Autonomous Task Execution

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Communication Channels

Customer Portal

Not enough data

Not enough data

Email to Case

Not enough data

Not enough data

Live Chat Support

Not enough data

Not enough data

Social Media Integration

Not enough data

Not enough data

Voice

Not enough data

Not enough data

Video Chat

Not enough data

Not enough data

Platform

Mobile User Support

8.7(won by default)

5

Not enough data

User, Role, and Access Management

9.0(won by default)

5

Not enough data

Third-Party Integrations

9.3(won by default)

5

Not enough data

Activity Dashboard

8.7(won by default)

5

Not enough data

Customization 

Not enough data

Not enough data

Reporting

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

Additional Functionality

Automated Routing

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Gamification

Not enough data

Not enough data

Conversation Intelligence

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Key Performance Indicators

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Voice Recognition

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Task Automation

Not enough data

Not enough data

IVR

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Data Security

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

8.5

467

Not enough data

Administration

Change Management

8.6(won by default)

321

|

Verified

Not enough data

Asset Management

8.4(won by default)

349

|

Verified

Not enough data

Reports & Analytics

8.3(won by default)

381

|

Verified

Not enough data

Service Request Management

9.3(won by default)

5

Not enough data

Ticket Management

9.2(won by default)

10

Not enough data

Workflow Management

9.5(won by default)

7

Not enough data

Support Ticket Management

8.3(won by default)

5

Not enough data

IT Asset Management

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

9.4(won by default)

414

|

Verified

Not enough data

Incident Reports

9.1(won by default)

374

|

Verified

Not enough data

Process Workflow

8.8(won by default)

371

|

Verified

Not enough data

Customizable Reports

Not enough data

Not enough data

Management

Reporting

8.5(won by default)

319

|

Verified

Not enough data

Administration Console

8.9(won by default)

318

|

Verified

Not enough data

Access Management

8.8(won by default)

282

|

Verified

Not enough data

Asset Management

8.5(won by default)

289

|

Verified

Not enough data

Policy Dictation

8.1(won by default)

226

|

Verified

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

9.5(won by default)

348

|

Verified

Not enough data

Performance Logging

8.7(won by default)

267

|

Verified

Not enough data

Alerting

8.7(won by default)

265

|

Verified

Not enough data

Automation

8.8(won by default)

315

|

Verified

Not enough data

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

7.5(won by default)

6

Not enough data

Multi-step Planning

6.7(won by default)

6

Not enough data

Cross-system Integration

8.6(won by default)

14

Not enough data

Adaptive Learning

7.3(won by default)

5

Not enough data

Natural Language Interaction

7.8(won by default)

6

Not enough data

Proactive Assistance

7.9(won by default)

7

Not enough data

Decision Making

7.6(won by default)

7

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Self Service Portal

9.4(won by default)

6

Not enough data

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);)

8.2

368

Not enough data

Monitoring

Constant Monitoring

8.3(won by default)

265

|

Verified

Not enough data

Timely Alerts

8.6(won by default)

301

|

Verified

Not enough data

TIcket Accuracy

8.8(won by default)

318

|

Verified

Not enough data

AI Monitoring

6.0(won by default)

24

Not enough data

Mobile Alerts

Not enough data

Not enough data

Email Alerts

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Management Tools

Ticket Assignment

9.1(won by default)

339

|

Verified

Not enough data

Standardization

8.9(won by default)

329

Not enough data

Lifecycle Visualization

8.5(won by default)

293

|

Verified

Not enough data

Generative AI

AI Text Generation

7.8(won by default)

135

Not enough data

AI Text Summarization

7.8(won by default)

134

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Incident Management

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Alerts/Notifications

Not enough data

Not enough data

Forms Management

Not enough data

Not enough data

Safety Incident Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

OSHA Compliance

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Disaster Recovery

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Corrective and Preventive Actions (CAPA)

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Issue Management

Not enough data

Not enough data

Communications Management

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

IT Incident Management

Not enough data

Not enough data

Audit Management

Not enough data

Not enough data

Event Logs

Not enough data

Not enough data

Risk Analysis

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Risk Assessment

Not enough data

Not enough data

Incident Reporting

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Reminders

Not enough data

Not enough data

On Call Scheduling

Not enough data

Not enough data

Investigation Management

Not enough data

Not enough data

Maintenance Scheduling

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);)

7.9

153

Not enough data

Generative AI

AI Text Summarization

7.2(won by default)

75

Not enough data

Self-Service Experience

Knowledge Base

8.4(won by default)

139

Not enough data

Searchable Articles

8.7(won by default)

133

Not enough data

Community Forums

7.1(won by default)

112

Not enough data

Mobile Optimization

7.6(won by default)

114

Not enough data

Personalization

8.2(won by default)

133

Not enough data

Self-Service Platform

Branding

8.5(won by default)

134

Not enough data

Automation

8.7(won by default)

139

Not enough data

Artificial Intelligence

7.0(won by default)

107

Not enough data

Integrations

8.0(won by default)

129

Not enough data

Agentic AI - Customer Self-Service

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

IT Alerting[Hide 8 FeaturesShow 8 Features](javascript:void(0);)

7.7

70

Not enough data

Generative AI

AI Text Generation

7.7(won by default)

69

Not enough data

Agentic AI - IT Alerting

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

IT Financial Management (ITFM)[Hide 10 FeaturesShow 10 Features](javascript:void(0);)

Not enough data

9.7

6

Financial Planning - IT Financial Management (ITFM)

IT Budgeting & Forecasting

Not enough data

9.7(won by default)

5

IT Cost Allocation

Not enough data

Not enough data

Financial Reporting - IT Financial Management (ITFM)

Multi-Dimensional Cost Reporting

Not enough data

Not enough data

Integrations with ERP, CMDB, & Cloud Billing

Not enough data

Not enough data

Cost per IT Service or Application

Not enough data

Not enough data

Cost Optimization Recommendations

Not enough data

Not enough data

Showback & Chargeback of IT Costs

Not enough data

Not enough data

AI Features - IT Financial Management (ITFM)

Natural Language Queries for IT Spend

Not enough data

Not enough data

AI-Powered Forecasting

Not enough data

Not enough data

AI-Driven Anomaly Detection

Not enough data

Feature Not Available

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

7.8

847

Not enough data

Incident Management

Automate Ticket Routing

9.1(won by default)

736

Not enough data

Ticket Prioritization

8.9(won by default)

736

Not enough data

Ticket Notifications

9.0(won by default)

795

Not enough data

Knowledge Base

8.6(won by default)

728

Not enough data

Knowledge Base/Ticket Integration

8.6(won by default)

695

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

8.6(won by default)

774

Not enough data

Time Tracking

8.2(won by default)

639

Not enough data

Surveys

8.2(won by default)

615

Not enough data

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

8.4(won by default)

700

Not enough data

Self Service

8.9(won by default)

727

Not enough data

Active Directory

8.5(won by default)

549

Not enough data

Multi-Channel Access

8.6(won by default)

561

Not enough data

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

6.4(won by default)

6

Not enough data

Multi-step Planning

6.4(won by default)

6

Not enough data

Cross-system Integration

6.7(won by default)

6

Not enough data

Adaptive Learning

6.4(won by default)

7

Not enough data

Natural Language Interaction

6.9(won by default)

6

Not enough data

Proactive Assistance

5.8(won by default)

6

Not enough data

Decision Making

5.8(won by default)

6

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Show 2 feature categories with incomplete data

Configuration Management[Hide 83 FeaturesShow 83 Features](javascript:void(0);)

Not enough data

Not enough data

Additional Functionality

Widgets

Not enough data

Not enough data

Impact Management

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

License Management

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Request Assignment

Not enough data

Not enough data

Help Desk Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

IT Asset Tracking

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Data Mapping

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Performance Monitoring

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Active Directory Integration

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Configurable Workflow

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Device Auto Discovery

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Relationship Mapping

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Vulnerability Scanning

Not enough data

Not enough data

Data Aggregation and Publishing

Not enough data

Not enough data

Cost Tracking

Not enough data

Not enough data

Template Management

Not enough data

Not enough data

Lifecycle Management

Not enough data

Not enough data

Historical Reporting

Not enough data

Not enough data

Monitoring

Not enough data

Not enough data

Configuration Automation

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

File Management

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Patch Management

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Version Control

Not enough data

Not enough data

Task Progress Tracking

Not enough data

Not enough data

IT Cost Management

Not enough data

Not enough data

Archiving & Retention

Not enough data

Not enough data

Scheduling

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Policy Management

Not enough data

Not enough data

Real-Time Analytics

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Rules-Based Workflow

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Business Process Automation

Not enough data

Not enough data

Sarbanes-Oxley Compliance

Not enough data

Not enough data

Task Scheduling

Not enough data

Not enough data

IT Asset Management[Hide 56 FeaturesShow 56 Features](javascript:void(0);)

Not enough data

Not enough data

Asset Inventory

Hardware Asset Inventory

Not enough data

Not enough data

Software Asset Inventory

Not enough data

Not enough data

Cloud Asset Inventory

Not enough data

Not enough data

Mobile Asset Inventory

Not enough data

Not enough data

Asset Discovery

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Generation

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - IT Asset Management

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Management

Central Dashboard

Not enough data

Not enough data

Asset Policy Management

Not enough data

Not enough data

Risk Management

Not enough data

Not enough data

Integrations

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Requisition Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Maintenance Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Supplier Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Audit Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Additional Functionality

Cost Tracking

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Barcode/Ticket Scanning

Not enough data

Not enough data

Monitoring

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Compliance Tracking

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")](https://www.g2.com/products/freshservice/reviews)

Freshservice

Small-Business(50 or fewer emp.)

17.7%

Mid-Market(51-1000 emp.)

61.4%

Enterprise(\> 1000 emp.)

20.9%

[![IBM Apptio](https://images.g2crowd.com/uploads/product/hd_favicon/45bc12f5a4f533620c08c2c14d754535/ibm-apptio.svg "IBM Apptio")](https://www.g2.com/products/ibm-apptio/reviews)

IBM Apptio

Small-Business(50 or fewer emp.)

14.1%

Mid-Market(51-1000 emp.)

18.6%

Enterprise(\> 1000 emp.)

67.3%

Small-Business

(50 or fewer emp.)

17.7%

14.1%

Mid-Market

(51-1000 emp.)

61.4%

18.6%

Enterprise

(\> 1000 emp.)

20.9%

67.3%

Reviewers' Industry

[![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")](https://www.g2.com/products/freshservice/reviews)
Freshservice

Information Technology and Services

19.8%

Computer Software

5.4%

Construction

4.4%

Hospital & Health Care

3.6%

Education Management

3.5%

Other

63.3%

[![IBM Apptio](https://images.g2crowd.com/uploads/product/hd_favicon/45bc12f5a4f533620c08c2c14d754535/ibm-apptio.svg "IBM Apptio")](https://www.g2.com/products/ibm-apptio/reviews)
IBM Apptio

Financial Services

19.0%

Insurance

13.7%

Information Technology and Services

11.8%

Banking

7.8%

Hospital & Health Care

7.2%

Other

40.5%

Alternatives

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[
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