# Request Tracker, SysAid vs ServiceNow IT Service Management Comparison

| | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Star Rating** | 3.8 out of 5 | 4.5 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 10 | 747 | 1,866 | 
| **Largest Market Segment** | Enterprise (44.4% of reviews) | Mid-Market (59.6% of reviews) | Enterprise (73.8% of reviews) | 
| **Entry Level Price** | $25.00 1 User Per Month | Free Trial 1 Agent Per Year | No pricing available | 

---
## Top Pros & Cons

### Request Tracker

**Not enough data**

### SysAid

Pros:
- Customer Support (33 reviews)
- Ease of Use (33 reviews)

Cons:
- Missing Features (12 reviews)
- Steep Learning Curve (11 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (163 reviews)
- Incident Management (110 reviews)

Cons:
- Learning Curve (70 reviews)
- Expensive (59 reviews)

---
## Ratings Comparison
| Rating | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
  | **Meets Requirements** | 7.3 (8 reviews) | 8.9 (600 reviews) | 8.9 (886 reviews) | 
  | **Ease of Use** | 7.1 (8 reviews) | 9.0 (603 reviews) | 8.5 (1325 reviews) | 
  | **Ease of Setup** | Not enough data | 8.5 (530 reviews) | 8.2 (716 reviews) | 
  | **Ease of Admin** | Not enough data | 8.8 (520 reviews) | 8.6 (324 reviews) | 
  | **Quality of Support** | 7.5 (6 reviews) | 9.0 (591 reviews) | 8.6 (961 reviews) | 
  | **Has the product been a good partner in doing business?** | Not enough data | 9.1 (512 reviews) | 8.9 (319 reviews) | 
  | **Product Direction (% positive)** | 7.1 (8 reviews) | 9.1 (568 reviews) | 8.8 (882 reviews) | 

---
## Pricing

### Request Tracker

#### Entry-Level Pricing

Plan: Starter

Price: $25.00 1 User Per Month

Description: Per User, Per Month

Key Features:
- 5 user minimum
- Access to RT's full feature set
- Unlimited External Users

[Browse all 4 editions](https://www.g2.com/products/request-tracker/pricing)

#### Free Trial

Yes

### SysAid

#### Entry-Level Pricing

Plan: Help Desk

Price: Free Trial 1 Agent Per Year

Description: A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.

Key Features:
- AI Chatbot
- Asset Management
- Self-Service Portal

[Browse all 2 editions](https://www.g2.com/products/sysaid/pricing)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **SysAid** | 8.1/10 | 51 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.9 (44 reviews) | Not enough data | 
| **Ticket response user experience** | Not enough data | 8.7 (45 reviews) | Not enough data | 
| **Workflow** | Not enough data | 8.4 (45 reviews) | Not enough data | 
| **Response Automation** | Not enough data | 8.2 (42 reviews) | Not enough data | 
| **SLA Management** | Not enough data | 8.2 (44 reviews) | Not enough data | 
| **Attachments/Screencasts** | Not enough data | 8.4 (44 reviews) | Not enough data | 
| **Ticket Collaboration** | Not enough data | 8.6 (43 reviews) | Not enough data | 
| **Customer and Contacts Database** | Not enough data | 8.2 (41 reviews) | Not enough data | 

#### Generative AI

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (36 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 7.6 (36 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Customer Portal** | Not enough data | 8.7 (43 reviews) | Not enough data | 
| **Email to Case** | Not enough data | 8.9 (41 reviews) | Not enough data | 
| **Chat/Live Support** | Not enough data | 8.0 (41 reviews) | Not enough data | 
| **Social Integration** | Not enough data | 6.0 (37 reviews) | Not enough data | 
| **Voice** | Not enough data | 5.7 (38 reviews) | Not enough data | 

#### Platform

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | 6.7 (45 reviews) | Not enough data | 
| **Customization ** | Not enough data | 8.3 (45 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.9 (47 reviews) | Not enough data | 
| **Integration** | Not enough data | 8.3 (45 reviews) | Not enough data | 
| **Reporting** | Not enough data | 8.6 (44 reviews) | Not enough data | 
| **Dashboards** | Not enough data | 8.7 (44 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **SysAid** | 8.8/10 | 330 |
| **ServiceNow IT Service Management** | 8.5/10 | 650 |

#### Administration

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Change Management** | Not enough data | 8.8 (233 reviews) ✓ Verified | 9.1 (316 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.7 (267 reviews) ✓ Verified | 8.8 (254 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.8 (274 reviews) ✓ Verified | 8.8 (311 reviews) ✓ Verified | 

#### Service Desk

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Help Desk** | Not enough data | 9.5 (295 reviews) ✓ Verified | 9.4 (379 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.3 (281 reviews) ✓ Verified | 9.3 (313 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 8.9 (259 reviews) ✓ Verified | 9.1 (353 reviews) ✓ Verified | 

#### Management

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Reporting** | Not enough data | 8.7 (255 reviews) ✓ Verified | 8.9 (306 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 9.0 (256 reviews) ✓ Verified | 8.7 (237 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (236 reviews) ✓ Verified | 8.7 (236 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.7 (239 reviews) ✓ Verified | 8.9 (238 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.3 (180 reviews) ✓ Verified | 8.4 (220 reviews) | 

#### Functionality

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Ticketing System** | Not enough data | 9.4 (272 reviews) ✓ Verified | 9.5 (390 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.8 (222 reviews) ✓ Verified | 8.7 (226 reviews) | 
| **Alerting** | Not enough data | 8.9 (229 reviews) ✓ Verified | 8.7 (230 reviews) ✓ Verified | 
| **Automation** | Not enough data | 8.5 (223 reviews) ✓ Verified | 9.0 (327 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.7 (5 reviews) | 7.5 (50 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 7.5 (45 reviews) | 
| **Cross-system Integration** | Not enough data | 7.5 (8 reviews) | 8.6 (121 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (5 reviews) | 7.5 (45 reviews) | 
| **Natural Language Interaction** | Not enough data | 9.0 (7 reviews) | 7.4 (48 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.2 (48 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.6 (49 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **SysAid** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Productivity Tools

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Notes** | Not enough data | Not enough data | Not enough data | 
| **Internal Discussion** | Not enough data | Not enough data | Not enough data | 
| **Assignments and Tasks** | Not enough data | Not enough data | Not enough data | 
| **Workflows** | Not enough data | Not enough data | Not enough data | 
| **Templates** | Not enough data | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | Not enough data | 
| **Tagging System** | Not enough data | Not enough data | Not enough data | 

#### Analytics

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Trends** | Not enough data | Not enough data | Not enough data | 
| **Performance Tracking** | Not enough data | Not enough data | Not enough data | 
| **Email Tracking** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Bug Tracking

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | 7.6/10 | 5 |
| **SysAid** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Bug Reporting

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **User Reports & Feedback** | Not enough data | Not enough data | Not enough data | 
| **Tester Reports & Feedback** | Not enough data | Not enough data | Not enough data | 
| **Team Reports & Comments** | 7.7 (5 reviews) | Not enough data | Not enough data | 

#### Bug Monitoring

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Analytics** | 7.3 (5 reviews) | Not enough data | Not enough data | 
| **Bug History** | Not enough data | Not enough data | Not enough data | 
| **Data Retention** | 7.7 (5 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Bug Tracking

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **SysAid** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 306 |

#### Monitoring

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Constant Monitoring** | Not enough data | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | Not enough data | 9.1 (238 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | Not enough data | 9.1 (245 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | Not enough data | 7.5 (31 reviews) | 

#### Management Tools

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Ticket Assignment** | Not enough data | Not enough data | 9.2 (247 reviews) ✓ Verified | 
| **Standardization** | Not enough data | Not enough data | 9.0 (250 reviews) | 
| **Lifecycle Visualization** | Not enough data | Not enough data | 8.7 (233 reviews) ✓ Verified | 

#### Generative AI

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 8.3 (107 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.9 (33 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.4 (26 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 7.8 (26 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.7 (28 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.7 (28 reviews) | 

### AIOps Platforms

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **SysAid** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Functionality

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Artificial Intelligence** | Not enough data | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | Not enough data | 
| **Systems Monitoring** | Not enough data | Not enough data | Not enough data | 

#### Issue Resolution

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Root Cause Identification** | Not enough data | Not enough data | Not enough data | 
| **Proactive Identification** | Not enough data | Not enough data | Not enough data | 
| **Resolution Guidance** | Not enough data | Not enough data | Not enough data | 

#### Management

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **System Integration** | Not enough data | Not enough data | Not enough data | 
| **Alerting** | Not enough data | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - AIOps Platforms

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **SysAid** | 8.6/10 | 468 |
| **ServiceNow IT Service Management** | 8.5/10 | 396 |

#### Incident Management

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Automate Ticket Routing** | Not enough data | 9.0 (406 reviews) | 9.0 (324 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.9 (418 reviews) | 9.0 (320 reviews) | 
| **Ticket Notifications** | Not enough data | 9.1 (426 reviews) | 9.1 (324 reviews) | 
| **Knowledge Base** | Not enough data | 8.4 (388 reviews) | 8.8 (314 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (375 reviews) | 8.8 (302 reviews) | 

#### Reporting

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Dashboards** | Not enough data | 8.6 (415 reviews) | 8.8 (320 reviews) | 
| **Time Tracking** | Not enough data | 8.4 (388 reviews) | 8.7 (286 reviews) | 
| **Surveys** | Not enough data | 8.3 (325 reviews) | 8.5 (178 reviews) | 

#### Access & Usability

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Mobile** | Not enough data | 7.4 (295 reviews) | 8.0 (239 reviews) | 
| **Self Service** | Not enough data | 8.8 (392 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | Not enough data | 9.0 (385 reviews) | 8.5 (262 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.6 (313 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 8.0 (22 reviews) | 
| **Multi-step Planning** | Not enough data | Not enough data | 8.0 (20 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 8.8 (33 reviews) | 
| **Adaptive Learning** | Not enough data | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Request Tracker (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Bug Tracking Software](https://www.g2.com/categories/bug-tracking), [Incident Management Software](https://www.g2.com/categories/incident-management), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)

**Unique to SysAid (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [AIOps Tools](https://www.g2.com/categories/aiops-platforms)

**Unique to ServiceNow IT Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Request Tracker | SysAid | ServiceNow IT Service Management | 
|---|---|---|---|
| **Small-Business** | 22.2% | 10.7% | 5.6% | 
| **Mid-Market** | 33.3% | 59.6% | 20.6% | 
| **Enterprise** | 44.4% | 29.7% | 73.8% | 

### By Industry

#### Request Tracker

- **Internet:** 22.2%
- **Oil & Energy:** 11.1%
- **Information Technology and Services:** 11.1%
- **Higher Education:** 11.1%
- **Consumer Services:** 11.1%
- **Computer Software:** 11.1%
- **Computer & Network Security:** 11.1%
- **Banking:** 11.1%

#### SysAid

- **Information Technology and Services:** 14.4%
- **Hospital & Health Care:** 7.2%
- **Financial Services:** 4.5%
- **Banking:** 4.4%
- **Computer Software:** 3.1%
- **Construction:** 2.8%
- **Higher Education:** 2.5%
- **Non-Profit Organization Management:** 2.5%
- **Retail:** 2.5%
- **Automotive:** 2.4%
- **Other:** 53.6%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 25.2%
- **Hospital & Health Care:** 7.2%
- **Computer Software:** 6.6%
- **Financial Services:** 5.8%
- **Insurance:** 3.4%
- **Computer & Network Security:** 3.3%
- **Higher Education:** 3.1%
- **Banking:** 2.8%
- **Retail:** 2.5%
- **Manufacturing:** 2.4%
- **Other:** 37.9%

---
## Alternatives

### Alternatives to Request Tracker

- [Jira](https://www.g2.com/products/jira/reviews) — 4.3/5 stars (7820 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [GitLab](https://www.g2.com/products/gitlab/reviews) — 4.5/5 stars (892 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (429 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12428 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Backlog](https://www.g2.com/products/backlog/reviews) — 4.6/5 stars (432 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)

### Alternatives to SysAid

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1145 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4306 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 3.9/5 stars (225 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (590 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)

---
## Top Discussions

### Request Tracker

No discussions available for this product.

### SysAid

- Title: [Does SysAid allow for modern authentication on monitored email?](https://www.g2.com/discussions/24871-does-sysaid-allow-for-modern-authentication-on-monitored-email) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email..."
- Title: [What is SysAid used for?](https://www.g2.com/discussions/what-is-sysaid-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "SysAid is the next-gen of ITSM, a comprehensive platform with generative AI baked into every element of service management, all wrapped up in an intuitive,..."
- Title: [How do I upgrade my SysAid?](https://www.g2.com/discussions/how-do-i-upgrade-my-sysaid) — 1 comment
  > **Top comment:** "You can follow those steps:
https://documentation.sysaid.com/docs/upgrade-guide"
- Title: [Why did you choose service management program?](https://www.g2.com/discussions/why-did-you-choose-service-management-program) — 1 comment
  > **Top comment:** "We chose it because it facilitates the management of tickets within the company"
- Title: [Are Sysaids free?](https://www.g2.com/discussions/are-sysaids-free) — 1 comment
  > **Top comment:** "There's free version and paid version. The free version has limitation such number of assets, number of administrators and etc. "

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 2 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 1 comment
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/request-tracker-vs-sysaid-vs-servicenow-it-service-management)