# Best IT Service Management Tools ## How Many IT Service Management Tools Products Does G2 Track? **Total Products under this Category:** 179 ### Category Stats (Aug 2026) - **Average Rating:** 4.37/5 (↑0.01 vs Jul 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Wavity Help and Service Desk (+2.93%) - Among all products in this category, Wavity Help and Service Desk recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank IT Service Management Tools Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 37,200+ Authentic Reviews - 179+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for IT Service Management Tools ![G2 Grid® for IT Service Management Tools plotting products by satisfaction and market presence](https://www.g2.com/categories/it-service-management-itsm-tools/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=5231&focus%5B%5D=2864&focus%5B%5D=16222&focus%5B%5D=25675&focus%5B%5D=929&focus%5B%5D=1404685) Highlighted products: ServiceNow IT Service Management, NinjaOne, Jira Service Management, Freshservice, Atera, ClickUp, Autotask, and monday service. Underlying data: [Grid® JSON](https://www.g2.com/categories/it-service-management-itsm-tools/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=ninjaone&focus%5B%5D=jira-service-management&focus%5B%5D=freshservice&focus%5B%5D=atera&focus%5B%5D=clickup&focus%5B%5D=autotask&focus%5B%5D=monday-service) **Sponsored** ### Reftab Reftab is built for modern IT teams who want a powerful and flexible solution to manage hardware and software in one place. Since 2013, IT teams have relied on Reftab to track, manage, and automate their hardware and software asset management — with over 1.8 million assets currently managed on the platform. That track record shows up in the recognition. Reftab has earned awards year after year, including Forbes Best in Class, Gartner IT Management Category Leadership, and Capterra awards for Best Value and Ease of Use. The platform covers the full asset lifecycle — from procurement and assignment through offboarding and retirement — with automation built in at every stage. Reftab connects with the tools your team already uses. These integrations trigger workflows, reduce manual steps, and keep your environment audit-ready without extra effort. Whether you're managing 500 assets or 50,000, Reftab gives IT the visibility and control to make confident decisions. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1482&secure%5Bchosen_at%5D=2026-08-11T13%3A59%3A38Z&secure%5Bdisplayable_resource_id%5D=1391&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=1391&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=72503&secure%5Bresource_id%5D=1482&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fit-service-management-itsm-tools%3Fopen_modal_url%3D%252Fproducts%252Fbmc-helix-remedyforce%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fit-service-management-itsm-tools%2526source%253Dcategory&secure%5Btoken%5D=9a17f432badf476e3f918e7b08539cc541836a38057cb51c52e7e17afcb158c1&secure%5Burl%5D=https%3A%2F%2Fwww.reftab.com%2Fbook-demo%3Futm_source%3Dg2%26utm_medium%3Dcpc&secure%5Burl_type%5D=custom_url) ### [ServiceNow IT Service Management](https://www.g2.com/de/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management (ITSM) ist eine cloudbasierte IT-Service-Management-Lösung, die auf der ServiceNow AI-Plattform aufgebaut ist und IT-Organisationen dabei hilft, den gesamten Lebenszyklus der IT-Servicebereitstellung zu verwalten, von der Erkennung von Vorfällen bis zur Lösung, von Serviceanfragen bis zum Änderungsmanagement, auf einer einzigen Plattform mit einem einheitlichen Datenmodell. ServiceNow ITSM wird von IT-Teams in verschiedenen Branchen eingesetzt, darunter Finanzdienstleistungen, Gesundheitswesen, Technologie, Fertigung und Regierung. Es ist für Organisationen konzipiert, die große Mengen an IT-Serviceanfragen, Vorfällen und Änderungen verwalten müssen, während sie den manuellen Aufwand reduzieren und die Reaktionszeiten verbessern. Typische Benutzer sind Service-Desk-Agenten, Vorfallmanager, Änderungsmanager, Problemmanager, IT-Betriebsleiter und Plattformadministratoren. Kernfunktionen umfassen: 1) Vorfallmanagement: Automatische Klassifizierung, Priorisierung, Weiterleitung und Lösung von Vorfällen mithilfe von KI. KI-Agenten können Routineprobleme von Anfang bis Ende ohne menschliches Eingreifen bearbeiten, von Passwortzurücksetzungen bis zu allgemeinen Zugriffsanfragen, während komplexe Fälle mit vollständigem Kontext an das richtige Team eskaliert werden. 2) Änderungsmanagement: Risikobewertung, Automatisierung von Genehmigungen und Verwaltung von Änderungsplänen mit CMDB-gestützter Auswirkungenanalyse. Standard- und risikoarme Änderungen können automatisiert werden, um Engpässe zu reduzieren, während risikoreiche Änderungen durch strukturierte Überprüfungs-Workflows gehen. 3) Problemmanagement: Identifizierung von Ursachen wiederkehrender Vorfälle und Erstellung von bekannten Fehlerprotokollen, um Wiederholungsprobleme zu verhindern. Problem-Workflows sind direkt mit Vorfalldaten verbunden, sodass Muster schneller erkannt werden und Lösungen den Service-Desk ohne manuelle Übergaben erreichen. 4) Erfüllung von Serviceanfragen: Bereitstellung eines Self-Service-Katalogs für Mitarbeiter, unterstützt durch KI-gestützte Suche und einen virtuellen Agenten, der häufige Anfragen lösen kann, ohne dass ein Ticket einen menschlichen Agenten erreicht. 5) Wissensmanagement: Erfassen, Organisieren und Bereitstellen von institutionellem Wissen, damit Agenten und Mitarbeiter schneller Antworten finden können. KI schlägt während der Vorfallbearbeitung und bei Self-Service-Interaktionen relevante Wissensartikel vor, wodurch sich wiederholende Arbeiten im gesamten Service-Desk reduziert werden. ServiceNow ITSM nutzt plattformnative KI und KI-Agenten, um Routine-IT-Arbeiten zu automatisieren, die traditionell manuellen Aufwand erforderten, wie Ticketklassifizierung, Zuweisung, Erstdiagnose und allgemeine Lösungen. Dies unterscheidet sich von aufgesetzten KI-Tools, da die KI auf demselben Datenmodell wie die Service-Management-Workflows arbeitet, was bedeutet, dass sie in Echtzeit Zugriff auf die CMDB, Vorfallhistorie, Änderungspläne und Wissensdatenbank hat, ohne dass separate Integrationen erforderlich sind. Das Produkt verbindet sich auch mit ServiceNow IT Operations Management (ITOM), wodurch Organisationen von reaktiver IT-Servicebereitstellung zu proaktiven und autonomen Serviceoperationen übergehen können. Wenn ITSM und ITOM auf derselben Plattform laufen, können in der Infrastruktur erkannte Betriebsvorfälle automatisch Vorfälle generieren und weiterleiten, Kontext zur Ursache anhängen und Lösungs-Workflows auslösen, wodurch letztendlich die Lücke zwischen dem Auftreten eines Problems und seiner Lösung verkleinert wird. ServiceNow ITSM stimmt mit ITIL-Praktiken überein und unterstützt Organisationen in verschiedenen Stadien der IT-Reife, unabhängig davon, ob sie von fragmentierten Punkt-Tools konsolidieren oder eine bestehende ServiceNow-Bereitstellung in KI-gesteuerte Automatisierung erweitern. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,824 #### How Do G2 Users Rate ServiceNow IT Service Management? - **War the product ein guter Geschäftspartner?:** 8.8/10 (Category avg: 8.9/10) - **Administrationskonsole:** 8.6/10 (Category avg: 8.8/10) - **Diktat der Richtlinien:** 8.4/10 (Category avg: 8.2/10) - **Prozess-Workflow:** 9.1/10 (Category avg: 8.7/10) #### Who Is the Company Behind ServiceNow IT Service Management? - **Verkäufer:** [ServiceNow](https://www.g2.com/de/sellers/servicenow) - **Unternehmenswebsite:** www.servicenow.com - **Gründungsjahr:** 2004 - **Hauptsitz:** Santa Clara, CA - **Twitter:** @servicenow 55,548 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website) 35,081 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Berater, Software-Ingenieur - **Top Industries:** Informationstechnologie und Dienstleistungen, Krankenhaus & Gesundheitswesen - **Company Size:** 65% Large, 19% Medium #### What Do G2 Reviewers Say About ServiceNow IT Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen die **Benutzerfreundlichkeit** des ServiceNow IT Service Managements, das Service-Management-Aufgaben effizient rationalisiert. - Benutzer schätzen die **reiche Plattform** von ServiceNow für umfassendes ITSM-Aufgabenmanagement und Sichtbarkeit. - Benutzer schätzen die **optimierte Effizienz** des ServiceNow IT Service Managements, was die Servicebereitstellung und die Benutzerzufriedenheit verbessert. - Benutzer schätzen die **anpassbaren Funktionen** und **einfachen Integrationen** , die die Effizienz des IT-Service-Managements verbessern. - Benutzer schätzen die **starken Automatisierungsfähigkeiten** von ServiceNow, die IT-Operationen verbessern und die Gesamteffizienz steigern. ##### Cons - Benutzer finden die **Lernkurve steil** , da erhebliche Kenntnisse und Konfiguration erforderlich sind, um ServiceNow ITSM effektiv zu nutzen. - Benutzer finden ServiceNow ITSM **zu teuer** , insbesondere aufgrund der hohen Lizenz- und Implementierungskosten für erweiterte Funktionen. - Benutzer finden die **Komplexität** des ServiceNow IT Service Managements herausfordernd, insbesondere ohne dedizierte Expertise und angemessene Schulung. - Benutzer finden, dass die **begrenzten Anpassungsmöglichkeiten** in ServiceNow IT Service Management die optimale Funktionalität und Benutzerfreundlichkeit behindern können. - Benutzer finden **die Anpassung schwierig** im ServiceNow IT Service Management, was zu einer steilen Lernkurve und zusätzlichen Kosten beiträgt. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **["Zuverlässige IT-Organisation mit SLA-Verfolgung"](https://www.g2.com/de/survey_responses/servicenow-it-service-management-review-13127154)** **Rating:** 5.0/5.0 stars _— Vikas O._ [Read full review](https://www.g2.com/de/survey_responses/servicenow-it-service-management-review-13127154) **["Mühelose Vorfallverwaltung mit Echtzeit-Updates"](https://www.g2.com/de/survey_responses/servicenow-it-service-management-review-13173823)** **Rating:** 5.0/5.0 stars _— Manket K._ [Read full review](https://www.g2.com/de/survey_responses/servicenow-it-service-management-review-13173823) #### What Are G2 Users Discussing About ServiceNow IT Service Management? - [Wofür wird das IT-Service-Management von ServiceNow verwendet?](https://www.g2.com/de/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What is service management software?](https://www.g2.com/de/discussions/what-is-service-management-software) - [Welche Merkmale von ITIL werden von der ServiceNow-Plattform genutzt?](https://www.g2.com/de/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [Was sind die Merkmale des Servicemanagements?](https://www.g2.com/de/discussions/what-are-the-features-of-service-management) - 1 comment - [Wofür wird die ServiceNow-Software verwendet?](https://www.g2.com/de/discussions/what-is-servicenow-software-used-for) - 2 comments ### [NinjaOne](https://www.g2.com/de/products/ninjaone/reviews) NinjaOne ist die einheitliche IT-Operations-Plattform, die IT-Teams und Managed Service Providern hilft, jeden Endpunkt von einer einzigen cloud-nativen Konsole aus zu verwalten, zu sichern und zu unterstützen. Fast 40.000 Kunden in über 140 Ländern nutzen NinjaOne, um fragmentierte Punktlösungen durch eine Plattform zu ersetzen, die für Skalierung gebaut ist. Die Plattform vereint die Kernarbeit moderner IT-Operationen: Endpunktverwaltung, autonomes Patch-Management, Schwachstellenmanagement, Endpunkt- und SaaS-Backup, Fernzugriff und IT-Service-Desk. Teams überwachen und steuern Windows-, macOS-, Linux-, mobile und virtuelle Geräte an einem Ort, automatisieren Routinearbeiten mit richtlinienbasierter Automatisierung und menschenzentrierter KI und senken die Kosten und Risiken, die durch den Betrieb vieler getrennter Tools entstehen. NinjaOne bedient sowohl interne IT-Teams als auch MSPs, von schlanken IT-Abteilungen bis hin zu mittelständischen und großen Unternehmensorganisationen, die verteilte, standortübergreifende Umgebungen verwalten. Häufige Anwendungen umfassen die Konsolidierung von IT-Tools, die Automatisierung von Patches für Sicherheit und Compliance, die Verwaltung verteilter und hybrider Arbeitskräfte, die Verbesserung der Endpunktsichtbarkeit und die Stärkung der Backup- und Ransomware-Bereitschaft. NinjaOne hat seit mehr als fünf Jahren eine Kundenzufriedenheitsbewertung von 98 Prozent beibehalten, unterstützt durch kostenlose unbegrenzte Onboarding- und 24/7-Support in sieben Sprachen. Organisationen, die zu NinjaOne wechseln, berichten, dass sie vier oder mehr separate Tools durch die einzelne Plattform ersetzen. NinjaOne ist FedRAMP Moderate Authorized und SOC 2 Typ II und Typ III konform und unterstützt auditbereite Compliance-Nachweise über Rahmenwerke wie CMMC, ISO 27001 und HIPAA. Die Mission hinter der Plattform ist einfach: IT vereinheitlichen, um die Arbeit zu vereinfachen, IT-Teams bessere Werkzeuge zu geben und den Mitarbeitern ein großartiges Technologieerlebnis bei der Arbeit zu bieten. **Average Rating:** 4.7/5.0 **Total Reviews:** 4,952 #### How Do G2 Users Rate NinjaOne? - **War the product ein guter Geschäftspartner?:** 9.4/10 (Category avg: 8.9/10) - **Administrationskonsole:** 9.0/10 (Category avg: 8.8/10) - **Diktat der Richtlinien:** 8.4/10 (Category avg: 8.2/10) - **Prozess-Workflow:** 7.8/10 (Category avg: 8.7/10) #### Who Is the Company Behind NinjaOne? - **Verkäufer:** [NinjaOne](https://www.g2.com/de/sellers/ninjaone) - **Unternehmenswebsite:** www.ninjaone.com - **Gründungsjahr:** 2013 - **Hauptsitz:** Austin, Texas - **Twitter:** @NinjaOne 3,607 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=088d8f8972aca17db8b553b592039f99dd09562a773c2979f4e191848ab016f2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F6436301%2F&secure%5Burl_type%5D=linkedin_company_website) 2,376 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT-Manager, Eigentümer - **Top Industries:** Informationstechnologie und Dienstleistungen, Computer- und Netzwerksicherheit - **Company Size:** 47% Medium, 45% Small #### What Do G2 Reviewers Say About NinjaOne? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer schätzen die **Benutzerfreundlichkeit** von NinjaOne, die das Asset-Management rationalisiert und wesentliche Aufgaben mühelos automatisiert. - Benutzer loben die **leistungsstarken Automatisierungs** fähigkeiten von NinjaOne, die die Effizienz steigern und die Geräteverwaltung vereinfachen. - Benutzer schätzen die **einfache Navigation und das Dashboard** von NinjaOne, die eine schnelle Geräteverwaltung und Überwachung erleichtern. - Benutzer loben NinjaOne für seine **automatisierten Updates und effizienten Benachrichtigungen** , die die Serververwaltung erheblich vereinfachen und Zeit sparen. - Benutzer schätzen den **ausgezeichneten Kundensupport** von NinjaOne und heben den schnellen Zugang zu kompetentem Personal und praktischen Lösungen hervor. ##### Cons - Benutzer empfinden die **fehlenden Funktionen** als einschränkend, insbesondere fehlen Fähigkeiten für Kunden- und Kundenportale. - Benutzer finden die **Suchfunktion mangelhaft** , und die Benutzeroberfläche kann Endbenutzer mit unklaren Symbolen verwirren. - Benutzer finden, dass NinjaOne **eingeschränkte Funktionen** hat, insbesondere in Bezug auf die Funktionalität der mobilen App und die Optionen für das Gerätemanagement. - Benutzer finden, dass NinjaOne **Verbesserungen in der Suchfunktionalität** und ein besseres Ticket-Dashboard für die Effizienzverfolgung benötigt. - Benutzer berichten von **Funktionsproblemen** mit den Funktionseinstellungen und einem Mangel an angemessenen rollenbasierten Kontrollen in NinjaOne. #### What Are Recent G2 Reviews of NinjaOne? **["Ermächtigte unser MSP, Probleme schnell zu lösen und schnell zu wachsen"](https://www.g2.com/de/survey_responses/ninjaone-review-10168731)** **Rating:** 4.5/5.0 stars _— Robert M._ [Read full review](https://www.g2.com/de/survey_responses/ninjaone-review-10168731) **["Revolutionierte unsere Arbeitsabläufe"](https://www.g2.com/de/survey_responses/ninjaone-review-8785777)** **Rating:** 5.0/5.0 stars _— Drew B._ [Read full review](https://www.g2.com/de/survey_responses/ninjaone-review-8785777) #### What Are G2 Users Discussing About NinjaOne? - [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/de/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments - [Sichert Office 365 Ihre Daten?](https://www.g2.com/de/discussions/does-office-365-backup-your-data) - 3 comments - [Was sichert Dropsuite?](https://www.g2.com/de/discussions/what-does-dropsuite-backup) - 1 comment ### [Jira Service Management](https://www.g2.com/it/products/jira-service-management/reviews) Jira Service Management è una soluzione di gestione dei servizi IT (ITSM). Costruito sulla piattaforma Atlassian, Jira Service Management consente ai team di fornire e gestire servizi per stakeholder interni ed esterni. I team, dallo sviluppo all'IT fino alle risorse umane, utilizzano Jira Service Management per ricevere richieste dai dipendenti, rispondere agli incidenti, implementare modifiche per migliorare prodotti o servizi, tracciare asset, rendere visibile la conoscenza e automatizzare i flussi di lavoro. **Average Rating:** 4.3/5.0 **Total Reviews:** 966 #### How Do G2 Users Rate Jira Service Management? - **Ritiene che the product sia stato un valido partner commerciale?:** 8.7/10 (Category avg: 8.9/10) - **Console di Amministrazione:** 8.9/10 (Category avg: 8.8/10) - **Dettatura della politica:** 8.6/10 (Category avg: 8.2/10) - **Elabora il flusso di lavoro:** 8.8/10 (Category avg: 8.7/10) #### Who Is the Company Behind Jira Service Management? - **Venditore:** [Atlassian](https://www.g2.com/it/sellers/atlassian) - **Sito web dell'azienda:** www.atlassian.com - **Anno di Fondazione:** 2002 - **Sede centrale:** Sydney and San Francisco - **Twitter:** @Atlassian 106,496 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website) 21,081 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer - **Company Size:** 43% Medium, 38% Large #### What Do G2 Reviewers Say About Jira Service Management? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano la **facilità d'uso** in Jira Service Management, facilitando una collaborazione fluida tra i dipartimenti e una personalizzazione efficace. - Gli utenti apprezzano l' **integrazione senza soluzione di continuità** di Jira Service Management con gli strumenti Atlassian, migliorando la collaborazione tra i team. - Gli utenti apprezzano l' **automazione integrata** in Jira Service Management, che semplifica compiti come l'assegnazione dei ticket e le notifiche. - Gli utenti apprezzano il sistema di **gestione dei ticket user-friendly** che semplifica il tracciamento degli incidenti e garantisce operazioni fluide. - Gli utenti apprezzano la **facilità di tracciamento** di Jira Service Management, evidenziando il suo robusto tracciamento SLA e la gestione efficiente dei problemi. ##### Cons - Gli utenti evidenziano la **ripida curva di apprendimento** di Jira Service Management, rendendolo impegnativo per i team nuovi o non tecnici. - Gli utenti trovano la **ripida curva di apprendimento** di Jira Service Management scoraggiante, rendendo l'impostazione e la configurazione iniziali difficili. - Gli utenti trovano la **ripida curva di apprendimento** di Jira Service Management impegnativa, ostacolando l'adozione per i team nuovi o non tecnici. - Gli utenti trovano il **processo di configurazione complesso** di Jira Service Management impegnativo, in particolare per i nuovi utenti e i team non tecnici. - Gli utenti trovano l' **interfaccia complessa** impegnativa, specialmente per le metriche personalizzate e i controlli rapidi, influenzando il loro flusso di lavoro. #### What Are Recent G2 Reviews of Jira Service Management? **["Visibilità Chiara dei Ticket e Comunicazione Fluida in Jira Service Management"](https://www.g2.com/it/survey_responses/jira-service-management-review-13195687)** **Rating:** 5.0/5.0 stars _— Sree K._ [Read full review](https://www.g2.com/it/survey_responses/jira-service-management-review-13195687) **["Integrazione Jira senza soluzione di continuità che semplifica le richieste di servizio e i flussi di lavoro di supporto"](https://www.g2.com/it/survey_responses/jira-service-management-review-13071435)** **Rating:** 4.5/5.0 stars _— Ravindra N._ [Read full review](https://www.g2.com/it/survey_responses/jira-service-management-review-13071435) #### What Are G2 Users Discussing About Jira Service Management? - [A cosa serve Jira Service Management?](https://www.g2.com/it/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [Cosa fa Jira Service Desk?](https://www.g2.com/it/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/it/discussions/does-jira-service-desk-include-jira-software) - [Quali sono le caratteristiche di JIRA?](https://www.g2.com/it/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Jira è uno strumento di gestione dei servizi?](https://www.g2.com/it/discussions/is-jira-a-service-management-tool) - 2 comments ### [Freshservice](https://www.g2.com/it/products/freshservice/reviews) Freshservice di Freshworks è una piattaforma ServiceOps alimentata dall'IA, costruita per le imprese moderne che hanno bisogno di muoversi rapidamente senza sacrificare il controllo. Unificando ITSM, ITOM, gestione degli asset IT e gestione dei servizi aziendali su un'unica piattaforma con un livello di dati condiviso, Freshservice elimina la dispersione degli strumenti e le lacune di visibilità che rallentano i team, creando un'unica fonte di verità tra servizi, asset e infrastruttura. I team IT ottengono piena visibilità nel loro ambiente: scoperta automatizzata, un robusto CMDB per l'analisi dell'impatto e la risoluzione delle cause principali, e gestione semplificata degli incidenti, dei problemi, dei cambiamenti e degli incidenti maggiori. Oltre all'IT, Freshservice si estende senza soluzione di continuità a HR, finanza e strutture, offrendo a ogni team aziendale la stessa esperienza di servizio coerente ed efficiente senza la complessità di strumenti separati. Freshservice è dotato di uno strato di IA nativamente integrato chiamato Freddy AI, che aiuta gli agenti a risolvere i problemi più velocemente, automatizza le richieste di servizio dei dipendenti e fornisce ai leader le informazioni necessarie per prendere decisioni migliori. Il risultato non è solo un servizio più veloce; è un'operazione fondamentalmente più proattiva che individua e risolve i problemi prima che impattino sui dipendenti. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,301 #### How Do G2 Users Rate Freshservice? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.1/10 (Category avg: 8.9/10) - **Console di Amministrazione:** 8.9/10 (Category avg: 8.8/10) - **Dettatura della politica:** 8.1/10 (Category avg: 8.2/10) - **Elabora il flusso di lavoro:** 8.8/10 (Category avg: 8.7/10) #### Who Is the Company Behind Freshservice? - **Venditore:** [Freshworks](https://www.g2.com/it/sellers/freshworks) - **Sito web dell'azienda:** www.freshworks.com - **Anno di Fondazione:** 2010 - **Sede centrale:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer - **Company Size:** 61% Medium, 21% Large #### What Do G2 Reviewers Say About Freshservice? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti evidenziano la **facilità d'uso** di Freshservice, apprezzandone il design intuitivo e la gestione efficiente dei ticket. - Gli utenti apprezzano l' **interfaccia intuitiva e le funzionalità estese** di Freshservice, semplificando sia i compiti complessi che le attività quotidiane. - Gli utenti apprezzano le **funzionalità di automazione** di Freshservice, migliorando significativamente l'efficienza e semplificando i processi di gestione dei ticket. - Gli utenti elogiano la **varietà di opzioni di organizzazione dei ticket** in Freshservice, migliorando l'efficienza e l'esperienza utente. - Gli utenti apprezzano la **gestione intuitiva dei ticket** in Freshservice, migliorando l'usabilità e semplificando i processi di approvazione interna. ##### Cons - Gli utenti trovano le **funzionalità mancanti** in Freshservice frustranti, in particolare la mancanza di reportistica intuitiva e funzionalità di ricerca. - Gli utenti trovano le **funzionalità limitate** di Freshservice restrittive, influenzando l'efficacia della reportistica e della gestione dei progetti. - Gli utenti trovano la **curva di apprendimento ripida** , con configurazioni complicate e funzionalità di reportistica non intuitive che causano frustrazione. - Gli utenti trovano **opzioni di personalizzazione limitate** in Freshservice, il che può limitare l'adattamento del sistema alle esigenze specifiche dell'azienda. - Gli utenti trovano **i problemi di ticketing** frustranti, specialmente con la segnalazione confusa e la difficoltà nell'estrarre dati per la gestione. #### What Are Recent G2 Reviews of Freshservice? **["Freshservice: ITSM intuitivo con potente automazione e tracciamento degli asset"](https://www.g2.com/it/survey_responses/freshservice-review-13239057)** **Rating:** 5.0/5.0 stars _— patan b._ [Read full review](https://www.g2.com/it/survey_responses/freshservice-review-13239057) **["Pulito, personalizzabile e veloce—Freshservice ci mantiene organizzati"](https://www.g2.com/it/survey_responses/freshservice-review-13160237)** **Rating:** 4.5/5.0 stars _— Enrique L._ [Read full review](https://www.g2.com/it/survey_responses/freshservice-review-13160237) #### What Are G2 Users Discussing About Freshservice? - [A cosa serve Freshservice?](https://www.g2.com/it/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### [Atera](https://www.g2.com/de/products/atera/reviews) Atera definiert die Kategorie der autonomen IT, bei der KI-Agenten technische Vorfälle von Anfang bis Ende lösen, ohne dass ein Techniker eingreifen muss. Ateras KI-native IT-Management-Plattform konsolidiert RMM, Helpdesk, Ticketing, erweiterte Berichterstattung und Automatisierung, um IT-Teams und MSPs zu befähigen, Infrastruktur zu verwalten und zu schützen, Aufgaben zu automatisieren und die Servicequalität zu steigern, indem Ausfallzeiten reduziert und SLAs verbessert werden. Der autonome KI-Agent von Atera, Robin, erkennt, diagnostiziert, behebt und überprüft Vorfälle, indem er direkt auf Geräten, Servern, Netzwerken und Mainframes handelt und sowohl Tier-1- als auch komplexe Tier-2-Vorfälle vollständig löst. 1) Lösung ohne Wartezeit. Robin schlägt nicht nur vor oder unterstützt, sondern handelt und löst eigenständig und sofort. 2) Rund-um-die-Uhr-Abdeckung, Tag und Nacht. Robin erweitert die Reichweite Ihres Teams rund um die Uhr und löst Probleme um 2 Uhr morgens genauso zuverlässig wie um 14 Uhr, sodass Ihr Team nicht die einzige Verteidigungslinie im Kampf gegen Ausfallzeiten ist. 3) Ein persönlicher IT-Techniker für jeden Mitarbeiter. Ein intelligenter, kontextbewusster KI-Agent, der Ihre Umgebung versteht, sich an jeden Benutzer anpasst und sofort reagiert. Auf einer patentierten Architektur aufgebaut, agiert Robin als ein System der Aktion innerhalb Ihrer bestehenden Unternehmensumgebung und hält sich an die höchsten Sicherheits- und Compliance-Standards auf Unternehmensebene. Es wird durch konfigurierbare Leitplanken, ein vollständiges Prüfprotokoll und Genehmigungs-Workflows gesteuert, sodass Autonomie niemals auf Kosten der Kontrolle geht. Mehr als 13.000 Organisationen in über 120 Ländern verlassen sich auf Atera, um ihre Mitarbeiter ununterbrochen arbeiten zu lassen. Entdecken Sie, wie Atera Ihnen helfen kann, eine beispiellose organisatorische Effizienz zu erreichen, unter www.atera.com. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,226 #### How Do G2 Users Rate Atera? - **War the product ein guter Geschäftspartner?:** 9.2/10 (Category avg: 8.9/10) - **Administrationskonsole:** 8.9/10 (Category avg: 8.8/10) - **Diktat der Richtlinien:** 8.2/10 (Category avg: 8.2/10) - **Prozess-Workflow:** 8.4/10 (Category avg: 8.7/10) #### Who Is the Company Behind Atera? - **Verkäufer:** [Atera](https://www.g2.com/de/sellers/atera) - **Unternehmenswebsite:** www.atera.com - **Gründungsjahr:** 2011 - **Hauptsitz:** Tel Aviv - **Twitter:** @AteraCloud 1,675 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d38cf3be9c748c5d823f0616da1e9a35094eec1b19735765c7c4c229a7d79702&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F98739%2F&secure%5Burl_type%5D=linkedin_company_website) 416 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Eigentümer, IT-Manager - **Top Industries:** Informationstechnologie und Dienstleistungen, Computer- und Netzwerksicherheit - **Company Size:** 55% Small, 31% Medium #### What Do G2 Reviewers Say About Atera? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer finden Atera unglaublich **einfach zu bedienen** , da es die Verwaltung von Workstations und Servern an einem Ort vereinfacht. - Benutzer schätzen die **leistungsstarken Automatisierungstools** von Atera, die eine effiziente Verwaltung von Workstations und Servern durch Skripte und Fernzugriff ermöglichen. - Benutzer schätzen das **All-in-One-Dashboard** von Atera, das ihren Arbeitsablauf rationalisiert und die Produktivität drastisch steigert. - Benutzer schätzen die **Effizienz** von Atera und bemerken, dass seine Automatisierung und Benutzerfreundlichkeit ihr Gerätemanagement optimieren. - Benutzer schätzen Ateras **proaktive Überwachung** , die Effizienz mit einem nahtlosen All-in-One-Dashboard für einen besseren Arbeitsablauf verbessert. ##### Cons - Benutzer bemerken **fehlende Funktionen** wie Checklisten und unzureichenden Alarmkontext, was ihre gesamte Atera-Erfahrung erschwert. - Benutzer finden die **begrenzten Funktionen** von Atera einschränkend, insbesondere in der mobilen App und bei den Abrechnungsoptionen. - Benutzer berichten, dass **Verbesserungen erforderlich sind** bei den Änderungen der Atera-Oberfläche und der Zuverlässigkeit des Fernzugriffs, was sich auf die Arbeitsabläufe auswirkt. - Benutzer bemerken, dass **lange Ladezeiten von Berichten und eingeschränkte Anpassungsmöglichkeiten** die Effizienz und Benutzerfreundlichkeit innerhalb von Atera beeinträchtigen können. - Benutzer heben **Funktionsprobleme** mit Atera hervor, einschließlich unpraktischer Abrechnungsintervalle und störender Schnittstellenänderungen. #### What Are Recent G2 Reviews of Atera? **["Einfach zu bedienendes RMM mit starker Patch-Verwaltung, Skripting und zentraler Geräteansicht"](https://www.g2.com/de/survey_responses/atera-review-13223481)** **Rating:** 4.0/5.0 stars _— Kyle R._ [Read full review](https://www.g2.com/de/survey_responses/atera-review-13223481) **["Stabile, saubere und einfache Überwachung mit eingebauter KI"](https://www.g2.com/de/survey_responses/atera-review-13213152)** **Rating:** 4.5/5.0 stars _— Dieter S._ [Read full review](https://www.g2.com/de/survey_responses/atera-review-13213152) #### What Are G2 Users Discussing About Atera? - [Wofür wird Atera verwendet?](https://www.g2.com/de/discussions/what-is-atera-used-for) - 1 comment - [Was ist das beste RMM-Tool?](https://www.g2.com/de/discussions/what-is-the-best-rmm-tool) - 1 comment - [Ist Atera sicher?](https://www.g2.com/de/discussions/is-atera-safe) - 2 comments - [Was ist Atera RMM?](https://www.g2.com/de/discussions/what-is-atera-rmm) - 1 comment - [Was ist Atera-Software?](https://www.g2.com/de/discussions/what-is-atera-software) - 1 comment ### [ClickUp](https://www.g2.com/de/products/clickup/reviews) ClickUp ist der weltweit erste konvergierte KI-Arbeitsbereich, der alle Arbeits-Apps, Daten und Workflows zusammenführt. ClickUp beseitigt alle Formen der Arbeitsverstreuung, um 100 % Kontext und einen einzigen Ort für Menschen und Agenten zu bieten, um gemeinsam zu arbeiten. Von mehr als 20 Millionen Nutzern weltweit vertraut, hat ClickUp die Mission, die menschliche Produktivität zu maximieren. **Average Rating:** 4.6/5.0 **Total Reviews:** 13,007 #### How Do G2 Users Rate ClickUp? - **War the product ein guter Geschäftspartner?:** 9.0/10 (Category avg: 8.9/10) - **Administrationskonsole:** 8.6/10 (Category avg: 8.8/10) - **Diktat der Richtlinien:** 8.3/10 (Category avg: 8.2/10) - **Prozess-Workflow:** 8.8/10 (Category avg: 8.7/10) #### Who Is the Company Behind ClickUp? - **Verkäufer:** [ClickUp](https://www.g2.com/de/sellers/clickup) - **Unternehmenswebsite:** ClickUp.com - **Gründungsjahr:** 2017 - **Hauptsitz:** San Diego, California - **Twitter:** @clickup 69,539 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=12451d66d580078c16b08985ccc98dcf8d832565fb04a9665439cfd4f2a74fa7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F12949663%2F&secure%5Burl_type%5D=linkedin_company_website) 1,526 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Projektmanager - **Top Industries:** Marketing und Werbung, Computersoftware - **Company Size:** 77% Small, 19% Medium #### What Do G2 Reviewers Say About ClickUp? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer loben ClickUp für seine **Benutzerfreundlichkeit** , die die Zusammenarbeit und die Effizienz im Projektmanagement mühelos verbessert. - Benutzer schätzen die **robusten Aufgabenverwaltungsfunktionen** von ClickUp, die Organisation, Produktivität und die allgemeine Workflow-Effizienz verbessern. - Benutzer schätzen die **robusten Funktionen und die Flexibilität** von ClickUp, die die Produktivität und die Projektsichtbarkeit in Teams erheblich verbessern. - Benutzer schätzen die **Flexibilität und umfassende Integration** von ClickUp, was die Teamarbeit und die Effizienz der Projektausführung verbessert. - Benutzer schätzen die **effektive Zusammenarbeit** von ClickUp, die nahtlose Teamarbeit und Aufgabenverwaltung auf einer einzigen Plattform ermöglicht. ##### Cons - Benutzer finden **fehlende Funktionen** in ClickUp frustrierend, insbesondere wenn wichtige Werkzeuge durch Bezahlschranken und Einschränkungen eingeschränkt sind. - Benutzer finden die **Lernkurve für Anfänger** herausfordernd, da sie Zeit benötigen, um sich anzupassen und das System zu beherrschen. - Benutzer finden, dass ClickUp **eingeschränkte Funktionen** hat, es fehlen Integrationen und komplexe Funktionalitäten, was die Benutzerfreundlichkeit und Flexibilität beeinträchtigt. - Benutzer finden die Benutzeroberfläche von ClickUp **nicht intuitiv** , was die Entdeckung von Funktionen und das gesamte Benutzererlebnis erschwert. - Benutzer berichten von **langsamen Ladezeiten** in ClickUp, was die Gesamteffizienz und das Benutzererlebnis beeinträchtigt. #### What Are Recent G2 Reviews of ClickUp? **["Einfach zu lernen und schnell zu starten—ClickUp hilft bei jedem Projekt"](https://www.g2.com/de/survey_responses/clickup-review-13238672)** **Rating:** 5.0/5.0 stars _— Remi C._ [Read full review](https://www.g2.com/de/survey_responses/clickup-review-13238672) **["Hochgradig anpassbar, aber für große Unternehmen unzureichend"](https://www.g2.com/de/survey_responses/clickup-review-9904322)** **Rating:** 4.0/5.0 stars _— Jesse G._ [Read full review](https://www.g2.com/de/survey_responses/clickup-review-9904322) #### What Are G2 Users Discussing About ClickUp? - [Welche Funktionen von ClickUp machen es zu einer bevorzugten Wahl für das Projektmanagement in agilen Teams?](https://www.g2.com/de/discussions/what-features-of-clickup-make-it-a-preferred-choice-for-project-management-in-agile-teams) - 6 comments, 6 upvotes - [Wofür wird ClickUp verwendet?](https://www.g2.com/de/discussions/what-is-clickup-used-for) - 10 comments, 4 upvotes - [Does Google use ClickUp?](https://www.g2.com/de/discussions/does-google-use-clickup) - 4 comments, 3 upvotes - [Wer benutzt ClickUp?](https://www.g2.com/de/discussions/who-uses-clickup) - 14 comments, 4 upvotes - [Ist ClickUp wirklich kostenlos?](https://www.g2.com/de/discussions/is-clickup-really-free) - 12 comments, 3 upvotes ### [Autotask](https://www.g2.com/products/autotask/reviews) Autotask is the intelligent, unified PSA platform that powers high-performing MSP operations. It connects tickets, time, projects, contracts and billing in one seamless workflow — eliminating manual effort, reducing technician friction and ensuring every billable hour is captured automatically. With built-in automation and real-time visibility, Autotask streamlines service delivery, improves profitability and turns operational data into actionable dashboards that drive accountability and demonstrate value. Trusted by growing MSPs worldwide, Autotask helps teams deliver faster, more consistent service while maintaining clarity and control across every part of the business. **Average Rating:** 4.3/5.0 **Total Reviews:** 621 #### How Do G2 Users Rate Autotask? - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.9/10) - **Administration Console:** 8.2/10 (Category avg: 8.8/10) - **Policy Dictation:** 7.5/10 (Category avg: 8.2/10) - **Process Workflow:** 8.3/10 (Category avg: 8.7/10) #### Who Is the Company Behind Autotask? - **Seller:** [Kaseya](https://www.g2.com/sellers/kaseya) - **Company Website:** www.kaseya.com - **Year Founded:** 2000 - **HQ Location:** Miami, FL - **Twitter:** @KaseyaCorp 17,411 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c9a31f82a811b1e3cc7be6babe8882bb8f6b2927e142d98dd6f5662a0d0e4d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkaseya%2F&secure%5Burl_type%5D=linkedin_company_website) 5,471 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 69% Small, 28% Medium #### What Do G2 Reviewers Say About Autotask? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of Autotask, enjoying its intuitive interface and accessible features for efficiency. - Users value the **seamless integrations** of Autotask, ensuring efficient workflows and effective ticket management. - Users appreciate the **smart summaries and user-friendly interface** of Autotask, enhancing efficient ticket management and workflow. - Users appreciate the **automation features** of Autotask, which enhance efficiency and streamline daily operations. - Users value the **easy integrations** of Autotask, enhancing their workflow and connectivity with other tools effectively. ##### Cons - Users find the **complex usability** of Autotask overwhelming, especially with the multitude of options and a dated interface. - Users often find the **steep learning curve** adds complexity, making proper setup and understanding crucial for success. - Users note the **missing features** in Autotask, particularly in project management and automation capabilities. - Users find Autotask's **limited functionality** frustrating, noting the need for improvements in project workflows and integrations. - Users find Autotask's interface **not user-friendly** , with an outdated layout and unintuitive navigation affecting usability. #### What Are Recent G2 Reviews of Autotask? **["A Breath of Fresh Air: Fast, Fluid, Industry-Savvy Autotask Experience"](https://www.g2.com/survey_responses/autotask-review-13214291)** **Rating:** 5.0/5.0 stars _— Eddie W._ [Read full review](https://www.g2.com/survey_responses/autotask-review-13214291) **["A reliable PSA platform with room for improvement"](https://www.g2.com/survey_responses/autotask-review-8257336)** **Rating:** 4.0/5.0 stars _— Yusuf Mustafa K._ [Read full review](https://www.g2.com/survey_responses/autotask-review-8257336) #### What Are G2 Users Discussing About Autotask? - [What is Autotask Professional Services Automation (PSA) used for?](https://www.g2.com/discussions/autotask-professional-services-automation-psa-what-is-autotask-professional-services-automation-psa-used-for) - 1 upvote - [What is Autotask Professional Services Automation (PSA) used for?](https://www.g2.com/discussions/what-is-autotask-professional-services-automation-psa-used-for) - 2 comments, 1 upvote ### [monday service](https://www.g2.com/de/products/monday-service/reviews) monday service ist eine KI-gestützte Enterprise-Service-Management-Plattform, die Organisationen dabei hilft, den Service zu skalieren, ohne Personal oder Komplexität hinzuzufügen. Mit integrierter KI hilft monday service Teams, Anfragen schneller über IT, HR, Betrieb, Finanzen und mehr zu triagieren, zu leiten und zu lösen. Anstatt sich auf manuelle Bearbeitung oder statische Workflows zu verlassen, hilft KI Serviceteams, effizient zu arbeiten - repetitive Aufgaben zu reduzieren und gleichzeitig sicherzustellen, dass komplexe Fälle mit dem richtigen Maß an Aufsicht behandelt werden. Im Kern von monday service steht die Agents Workforce - eine KI-gestützte Service-Arbeitskraft, die aus spezialisierten Agenten besteht, die Anfragen autonom lösen und Maßnahmen in der gesamten Organisation ergreifen, während die Teams die Kontrolle behalten. Nativ auf der monday.com-Plattform aufgebaut, nutzen die Agenten Ticket-Historie, organisatorisches Wissen und den aktuellen Geschäftskontext, um von Anfang an einen genauen, richtlinienkonformen Service zu liefern. Mit integrierter Orchestrierung, Leitplanken und Echtzeitüberwachung können Teams KI sicher bereitstellen, überwachen und skalieren, während die Service-Nachfrage wächst. Mit No-Code-KI und Automatisierung können Teams Workflows in Minuten bereitstellen und optimieren. Wenn die Service-Nachfrage steigt, hilft KI, arbeitsintensive Aufgaben zu absorbieren, Rückstände zu reduzieren und SLAs zu schützen - und Teams zu befreien, sich auf Initiativen mit höherem Einfluss zu konzentrieren, anstatt ständig Brände zu löschen. Im Gegensatz zu alten ESM-Tools, die Ticketing von der Ausführung trennen, verbindet monday service Anfragen direkt mit Workflows, Projekten und teamübergreifender Arbeit. Lösungen lösen echte Aktionen aus, aktualisieren Systeme und treiben die Arbeit in Echtzeit voran. Unternehmensgerechte Berechtigungen, Leitplanken und Überwachung bieten vollständige Sichtbarkeit und Kontrolle über KI-gestützte Prozesse im großen Maßstab. Ob beim Ersetzen einer alten ESM-Lösung oder beim erstmaligen Start des Service-Managements, monday service bietet schnellen Mehrwert, intuitive Akzeptanz und skalierbare KI-gesteuerte Ausführung - mit minimaler Implementierung. Service im großen Maßstab. Ohne die Kontrolle zu verlieren. Wichtige Funktionen: Omnichannel-Ticketaufnahme Autonome KI-Agenten für Triagierung, Routing und End-to-End-Lösung No-Code-Workflows und Automatisierung Dashboards und Berichterstattung SLA-Tracking und Leistungsanalysen Projekt-, Problem- und Vorfallmanagement **Average Rating:** 4.4/5.0 **Total Reviews:** 182 #### How Do G2 Users Rate monday service? - **War the product ein guter Geschäftspartner?:** 8.7/10 (Category avg: 8.9/10) - **Administrationskonsole:** 9.0/10 (Category avg: 8.8/10) - **Diktat der Richtlinien:** 9.0/10 (Category avg: 8.2/10) - **Prozess-Workflow:** 9.2/10 (Category avg: 8.7/10) #### Who Is the Company Behind monday service? - **Verkäufer:** [monday.com](https://www.g2.com/de/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b) - **Unternehmenswebsite:** monday.com - **Gründungsjahr:** 2012 - **Hauptsitz:** Tel Aviv - **Twitter:** @mondaydotcom 40,761 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=efcc1bc784d43448424f5b18a6e2f5d5488a066e911204b167572629a6d9b361&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmondaydotcom&secure%5Burl_type%5D=linkedin_company_website) 3,837 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing und Werbung, Informationstechnologie und Dienstleistungen - **Company Size:** 48% Medium, 34% Small #### What Do G2 Reviewers Say About monday service? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer finden die **Benutzerfreundlichkeit** des Monday Service unschätzbar, da sie die Anpassung vereinfacht und die Effizienz ihrer Prozesse steigert. - Benutzer schätzen die **Flexibilität und Anpassungsfähigkeit** des Monday Service, was ihre Effizienz und das Workflow-Management erheblich verbessert. - Benutzer schätzen die **Automatisierungsfunktionen** von monday.com, die Prozesse rationalisieren und die Produktivität erheblich steigern. - Benutzer schätzen die **benutzerfreundliche Organisation** und die visuellen Verwaltungsfunktionen des Monday-Dienstes, die die Aufgabenverfolgung und Kommunikation verbessern. - Benutzer schätzen die **organisatorischen Fähigkeiten** des Monday-Dienstes, die die Zusammenarbeit im Team verbessern und die Kommunikation nahtlos optimieren. ##### Cons - Benutzer finden die **begrenzten Funktionen** von Montag frustrierend, insbesondere die Abhängigkeit von Drittanbieter-Integrationen und die Einschränkungen im Arbeitsablauf. - Benutzer finden **eingeschränkte Funktionalität** in Automatisierungs- und Berichtsfunktionen, was die Anpassung und Flexibilität in Arbeitsabläufen behindert. - Benutzer erleben gelegentlich **Leistungsprobleme** mit langsamen Ladezeiten, insbesondere bei großen Boards oder älteren PCs. - Benutzer äußern Bedenken über **begrenzte Automatisierungsoptionen** , die die Flexibilität einschränken und Arbeitsabläufe ohne kostspielige Upgrades verkomplizieren. - Benutzer finden den Monday Service **nicht intuitiv** , da komplizierte Navigation und langsame Leistung ihr Gesamterlebnis beeinträchtigen. #### What Are Recent G2 Reviews of monday service? **["Einfach zu navigieren, regelmäßig aktualisiert und an viele Arbeitsabläufe anpassbar"](https://www.g2.com/de/survey_responses/monday-service-review-13116016)** **Rating:** 5.0/5.0 stars _— Verifizierter Benutzer in Medienproduktion_ [Read full review](https://www.g2.com/de/survey_responses/monday-service-review-13116016) **["Zentralisierte Anfragen, leistungsstarke Automatisierungen und Echtzeit-Einblicke mit dem monday-Dienst"](https://www.g2.com/de/survey_responses/monday-service-review-13222333)** **Rating:** 4.5/5.0 stars _— Ashley B._ [Read full review](https://www.g2.com/de/survey_responses/monday-service-review-13222333) ### [IBM Maximo IT](https://www.g2.com/products/ibm-maximo-it/reviews) IBM Maximo IT enables unified IT Service and Asset Management. Dramatically improve Key Performance Indicators (KPIs) in service delivery, asset utilization, and rate of change in support of an efficient, high velocity business. The velocity of change often determines whether a business can maintain business competitive advantage and thrive. IT/OT Convergence Connected physical enterprise assets (IoT) are now part of the end-to-end IT systems. Rapid improvement to these end-to-end systems while minimizing service disruptions is at the very heart of business competitiveness, and the Control Desk solution. Enterprise Service Management (ESM) is the practice of applying IT practices to enterprise Line of Business (LOB) services to improve their performance, efficiency, and ability to change without disruptions. ESM establishes common processes, roles, terminology, and practices to holistically manage the physical and digital worlds, while Control Desk enables the business to deliver ESM. IBM Maximo IT capabilities (coupled with the Maximo Application Suite), enables unified ESM for improved support of IT/OT convergence (HW, SW, device tracking and firmware). Dramatically improve Key Performance Indicators (KPIs) in service delivery, asset utilization, and rate of change across the enterprise. Reduce help desk calls The Service Catalog and Enterprise App Store allow end users to select available services and deploy approved software to their devices without help from IT staff. Improve first call resolutions IT practitioners benefit from best practice-based process automation capabilities, integrated knowledge and problem management, and visibility into asset, configuration, and change information. Reduce outages Approximately 80% of organizations can lower business risk by using advanced impact analysis and automated change procedures to ensure integrity of existing infrastructure. **Average Rating:** 4.2/5.0 **Total Reviews:** 16 #### How Do G2 Users Rate IBM Maximo IT? - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.9/10) - **Administration Console:** 9.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.6/10 (Category avg: 8.2/10) - **Process Workflow:** 9.1/10 (Category avg: 8.7/10) #### Who Is the Company Behind IBM Maximo IT? - **Seller:** [IBM](https://www.g2.com/sellers/ibm) - **Year Founded:** 1911 - **HQ Location:** Armonk, New York, United States - **Twitter:** @IBMSecurity 74,660 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=14b544adaece4fdbc987f1d7f7028048c22259946811200cc751263825586af9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1009%2F&secure%5Burl_type%5D=linkedin_company_website) 328,202 employees on LinkedIn® - **Ownership:** SWX:IBM #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 47% Medium, 35% Small #### What Are Recent G2 Reviews of IBM Maximo IT? **["Rich Functionality, Fresh UI, and Strong API Support"](https://www.g2.com/survey_responses/ibm-maximo-it-review-12953935)** **Rating:** 4.5/5.0 stars _— Marc H._ [Read full review](https://www.g2.com/survey_responses/ibm-maximo-it-review-12953935) **["IBM Maximo IT: The most Complete and Scalable ITSM Solution in the market now AI ready"](https://www.g2.com/survey_responses/ibm-maximo-it-review-12902326)** **Rating:** 5.0/5.0 stars _— Zeyad E._ [Read full review](https://www.g2.com/survey_responses/ibm-maximo-it-review-12902326) #### What Are G2 Users Discussing About IBM Maximo IT? - [What is IBM Control Desk used for?](https://www.g2.com/discussions/what-is-ibm-control-desk-used-for) ### [SysAid](https://www.g2.com/it/products/sysaid/reviews) SysAid è una piattaforma di gestione dei servizi IT (ITSM) robusta, alimentata da Agentic AI, che automatizza il lavoro ripetitivo e dispendioso in termini di tempo che tiene i team bloccati in modalità reattiva. Aggiungendo un potente nuovo strato operativo all'IT, gli Agenti AI prendono la prima azione, liberando i team IT per concentrarsi sull'ottimizzazione, l'innovazione e sfide più grandi. Vai in diretta in poche settimane con un onboarding rapido, senza migrazioni pesanti o curve di apprendimento ripide. L'AI di SysAid è costruita appositamente per l'IT, con sicurezza e governance integrate. Con il nostro supporto pluripremiato, sei pronto per il successo. ITSM gestito da AI, e da te. **Average Rating:** 4.5/5.0 **Total Reviews:** 718 #### How Do G2 Users Rate SysAid? - **Ritiene che the product sia stato un valido partner commerciale?:** 9.1/10 (Category avg: 8.9/10) - **Console di Amministrazione:** 9.0/10 (Category avg: 8.8/10) - **Dettatura della politica:** 8.3/10 (Category avg: 8.2/10) - **Elabora il flusso di lavoro:** 8.9/10 (Category avg: 8.7/10) #### Who Is the Company Behind SysAid? - **Venditore:** [SysAid](https://www.g2.com/it/sellers/sysaid) - **Sito web dell'azienda:** www.sysaid.com - **Anno di Fondazione:** 2002 - **Sede centrale:** Toronto, Canada - **Twitter:** @sysaid 9,591 follower su Twitter - **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6e57e0684b7352c17bf14e10dc7aeb9f1071d8c107de0bf4a9f28d020b0f8231&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F132666%2F&secure%5Burl_type%5D=linkedin_company_website) 264 dipendenti su LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, System Administrator - **Top Industries:** Tecnologia dell'informazione e servizi, Ospedali e assistenza sanitaria - **Company Size:** 60% Medium, 30% Large #### What Do G2 Reviewers Say About SysAid? _AI-generated summary from verified user reviews_ ##### Pros - Gli utenti apprezzano la **facilità d'uso** di SysAid, migliorando l'efficienza nella gestione dei servizi IT e nei compiti di supporto. - Gli utenti elogiano il **eccellente supporto clienti** di SysAid che migliora i loro processi di gestione dei ticket e di comunicazione. - Gli utenti elogiano le **funzionalità di automazione** di SysAid per migliorare l'efficienza nell'instradamento dei ticket e migliorare i tempi di risposta. - Gli utenti apprezzano le **robuste funzionalità ITSM** di SysAid, che consentono un'efficiente gestione dei ticket, il tracciamento degli asset e i flussi di lavoro automatizzati. - Gli utenti apprezzano la **gestione efficiente dei ticket** in SysAid, migliorando la consegna del servizio e il tracciamento degli asset senza problemi. ##### Cons - Gli utenti trovano le **funzionalità mancanti** in SysAid limitanti, specialmente per quanto riguarda la funzionalità API e le capacità di reportistica. - Gli utenti sperimentano una **ripida curva di apprendimento** con SysAid a causa della configurazione complessa e delle ampie opzioni di personalizzazione. - Gli utenti trovano l' **interfaccia ingombrante** di SysAid impegnativa, influenzando l'usabilità e l'efficienza nella gestione dei compiti. - Gli utenti sperimentano **un supporto clienti scadente** con tempi di risposta e risoluzione lenti, portando a ritardi frustranti e problemi irrisolti. - Gli utenti trovano la **configurazione complessa** di SysAid impegnativa, con configurazioni difficili e prestazioni mobili non ottimizzate che ostacolano l'efficienza. #### What Are Recent G2 Reviews of SysAid? **["SysAid soddisfa le tue esigenze di HelpDesk"](https://www.g2.com/it/survey_responses/sysaid-review-8279742)** **Rating:** 5.0/5.0 stars _— Paul D._ [Read full review](https://www.g2.com/it/survey_responses/sysaid-review-8279742) **["Forte esperienza utente con margine di miglioramento per la documentazione degli sviluppatori"](https://www.g2.com/it/survey_responses/sysaid-review-12829911)** **Rating:** 4.5/5.0 stars _— Barry Q._ [Read full review](https://www.g2.com/it/survey_responses/sysaid-review-12829911) #### What Are G2 Users Discussing About SysAid? - [A cosa serve SysAid?](https://www.g2.com/it/discussions/what-is-sysaid-used-for) - 1 comment - [Come faccio ad aggiornare il mio SysAid?](https://www.g2.com/it/discussions/how-do-i-upgrade-my-sysaid) - 1 comment - [Perché hai scelto il programma di gestione dei servizi?](https://www.g2.com/it/discussions/why-did-you-choose-service-management-program) - 1 comment - [How much are Sysaids?](https://www.g2.com/it/discussions/how-much-are-sysaids) - [Are Sysaids free?](https://www.g2.com/it/discussions/are-sysaids-free) - 1 comment ### [Harmony](https://www.g2.com/products/harmony-2026-03-02/reviews) Harmony is an AI-first enterprise service management platform designed to operate autonomously. At its core, Harmony is an intelligent AI help desk agent powered by dozens of out-of-the-box and proactive agents, with continuous knowledge generation, and a flexible AI workflow builder. Harmony integrates seamlessly with your existing ITSM tools, enabling you to start where you are and transition to Harmony’s full system of record when you’re ready. By eliminating waiting, guesswork, and operational chaos, Harmony empowers IT teams to move beyond reactive support and achieve truly autonomous operations. **Average Rating:** 4.8/5.0 **Total Reviews:** 67 #### How Do G2 Users Rate Harmony? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.9/10) - **Administration Console:** 10.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 10.0/10 (Category avg: 8.2/10) - **Process Workflow:** 10.0/10 (Category avg: 8.7/10) #### Who Is the Company Behind Harmony? - **Seller:** [Harmony](https://www.g2.com/sellers/harmony-ff273a8e-9d4e-4270-bccd-ce0efef47f7f) - **Company Website:** harmony.io - **Year Founded:** 2025 - **HQ Location:** New York, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f7de02c55b7c4abb291e3806f9f8126d67b431b26bf7b050cb0274567fcd375d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fharmonyio%2F&secure%5Burl_type%5D=linkedin_company_website) 58 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 57% Medium, 28% Small #### What Are Recent G2 Reviews of Harmony? **["Harmony Frees Us from Manual Tasks and Improves the IT User Experience"](https://www.g2.com/survey_responses/harmony-review-12525449)** **Rating:** 5.0/5.0 stars _— Danny F._ [Read full review](https://www.g2.com/survey_responses/harmony-review-12525449) **["Best IT Automation I've Ever Used - Completely Transformed Our Operations"](https://www.g2.com/survey_responses/harmony-review-12612560)** **Rating:** 5.0/5.0 stars _— Or T._ [Read full review](https://www.g2.com/survey_responses/harmony-review-12612560) ### [Command|Link](https://www.g2.com/products/command-link/reviews) ONE platform to manage your SD-WAN, UCaaS, CaaS, firewalls, MPLS, network, switches, IP phones, installs, trouble tickets, bills, and network performance across the entire globe Complete control of your technology stack without interference or dependency on vendors Increase agent efficiency and speed up issue resolution using CommandLink's proprietary ITSM Streamline IT support with automated software-enabled support workflows Shape service experiences for employees anywhere with full transparency at the most granular level Make real-time moves, adds, changes without picking up the phone Analyze and control bandwidth traffic by application, port, IP, and or protocol. Enable real-time, dynamic, and pre-scheduled bandwidth modifications as often as you like. Direct communication with your tier 3 engineering POD, enabling you to scale your IT infrastructure without headcount and especially without headaches Deliver high-quality services proactively and at scale with real-time analytics and reports If you need access to third party apps like ServiceNow, the CommandLink API enables streaming push and pull functions with any API enabled app. **Average Rating:** 4.8/5.0 **Total Reviews:** 22 #### How Do G2 Users Rate Command|Link? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 8.9/10) - **Administration Console:** 9.6/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.3/10 (Category avg: 8.2/10) - **Process Workflow:** 7.5/10 (Category avg: 8.7/10) #### Who Is the Company Behind Command|Link? - **Seller:** [CommandLink](https://www.g2.com/sellers/commandlink) - **Year Founded:** 2012 - **HQ Location:** Bothell, Washington, United States - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=814db1cad347b726ea4cd1ebee4171efc0513569dacb06ce86f8c4b4336d57f0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcommandlink&secure%5Burl_type%5D=linkedin_company_website) 299 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 59% Medium, 32% Large #### What Do G2 Reviewers Say About Command|Link? _AI-generated summary from verified user reviews_ ##### Pros - Users commend the **exceptional customer support** by Command|Link, highlighting their responsiveness and proactive approach. - Users praise the **quick response time** of Command|Link, ensuring effective support and seamless operations. - Users value the **reliability** of Command|Link, appreciating their quick support and proactive approach to problem-solving. - Users value the **robust support** from Command|Link, praising their quick responses and dedicated technician teams. - Users find Command|Link to be **easy to use** , appreciating its effective management for multiple ISP accounts and support. ##### Cons - Users note the **limited features** of Command|Link, especially regarding APs and switches management options. - Users experience **communication issues** with Command|Link, especially regarding support during service interruptions and troubleshooting. - Users find the **insufficient information** provided by Command|Link frustrating when dealing with service issues. - Users find the **lack of features** in Command|Link limits control and detailed management for network operations. - Users find the **poor support services** of Command|Link frustrating, as direct carrier contact is not an option. #### What Are Recent G2 Reviews of Command|Link? **["CommandLink Delivers Responsive Support, Strong SLAs, and a User-Friendly Portal"](https://www.g2.com/survey_responses/command-link-review-12713621)** **Rating:** 4.5/5.0 stars _— Korbyn B._ [Read full review](https://www.g2.com/survey_responses/command-link-review-12713621) **["Effortless Onboarding, Great Service Team, and Major Cost Savings."](https://www.g2.com/survey_responses/command-link-review-12805553)** **Rating:** 5.0/5.0 stars _— Matthew F._ [Read full review](https://www.g2.com/survey_responses/command-link-review-12805553) ### [Milvus TI](https://www.g2.com/products/milvus-ti/reviews) O Milvus é uma plataforma completa de gestão de atendimento, relacionamento com clientes e ativos de TI, desenvolvida para empresas que buscam centralizar processos, aumentar a eficiência operacional e melhorar a experiência do cliente. A solução reúne em um único ambiente recursos de Help Desk, gestão de tickets, inventário de TI, atendimento multicanal (e-mail, chat, WhatsApp e outros) e automação de processos, permitindo maior controle, visibilidade e padronização das operações de suporte e atendimento. Com foco em simplicidade, escalabilidade e integração, o Milvus se conecta facilmente a ferramentas de CRM, marketing e vendas, ajudando equipes a tomar decisões baseadas em dados e a acompanhar indicadores em tempo real. É ideal para empresas de diferentes portes que desejam profissionalizar o suporte, organizar ativos tecnológicos e fortalecer o relacionamento com seus clientes. **Average Rating:** 4.8/5.0 **Total Reviews:** 132 #### How Do G2 Users Rate Milvus TI? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.9/10) - **Administration Console:** 8.8/10 (Category avg: 8.8/10) - **Policy Dictation:** 9.2/10 (Category avg: 8.2/10) - **Process Workflow:** 8.9/10 (Category avg: 8.7/10) #### Who Is the Company Behind Milvus TI? - **Seller:** [Milvus](https://www.g2.com/sellers/milvus) - **HQ Location:** São Caetano do Sul, BR - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b5207e3e565cbf695d644e8785c6511fd183ee9cd09a9a94b41005eeeae290bf&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmilvusbr%2F&secure%5Burl_type%5D=linkedin_company_website) 72 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Analista de Suporte, Analista de TI - **Top Industries:** Information Technology and Services, Computer Networking - **Company Size:** 45% Small, 42% Medium #### What Do G2 Reviewers Say About Milvus TI? _AI-generated summary from verified user reviews_ ##### Pros - Users benefit from the **efficient ticket management and automation** features of Milvus TI, streamlining daily operations effectively. - Users rave about the **automation features** of Milvus TI, significantly reducing manual workloads and enhancing efficiency. - Users praise the **efficiency** of Milvus TI, streamlining ticket management and enhancing daily operations with automation. - Users appreciate the **management efficiency** of Milvus TI, automating tasks and enhancing daily operations seamlessly. - Users value the **WhatsApp integration** in Milvus TI, which streamlines ticket management and enhances operational efficiency. ##### Cons - Users experience **connection issues** with Milvus TI, especially on older hardware, leading to sluggish performance and unreliability. - Users find the **performance issues** of Milvus TI concerning, particularly on older hardware with sluggish connections. - Users find Milvus TI **initially complex** due to filter usage, but it becomes manageable with time and effort. - Users experience **latency issues** with Milvus TI, especially on older hardware, affecting performance and connection speed. - Users find the **learning curve steep** with Milvus TI, making it initially complex for those unfamiliar with filters. #### What Are Recent G2 Reviews of Milvus TI? **["Intuitive system with complete inventory, service, and tickets, good cost-benefit"](https://www.g2.com/survey_responses/milvus-ti-review-12376802)** **Rating:** 4.0/5.0 stars _— Gabriel M._ [Read full review](https://www.g2.com/survey_responses/milvus-ti-review-12376802) **["Strategic dashboards that elevate real-time support management"](https://www.g2.com/survey_responses/milvus-ti-review-12378087)** **Rating:** 5.0/5.0 stars _— Pytter S._ [Read full review](https://www.g2.com/survey_responses/milvus-ti-review-12378087) ### [Alloy Navigator](https://www.g2.com/products/alloy-navigator/reviews) Alloy Navigator is an AI-powered IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets, incidents, changes, work orders and more within a single interface. Workflow management engine inside Alloy Navigator enables users to design custom IT processes. These can be altered to the specific needs of the business and personnel and might even include AI-driven steps. The solution also offers an online web portal, self-service portal for end users, and mobile apps for technicians and end-users. The Self-Service Portal is equipped with an AI Assistant to resolve routine questions of end-users, freeing IT for bigger challenges. Alloy Navigator gives users the ability to one-click audit their entire network, conduct a physical inventory with a barcode scanner and ensure compliance in software licensing. End users and admins also have access to interactive dashboards, scheduled reporting and real-time views for timely analysis. **Average Rating:** 4.8/5.0 **Total Reviews:** 116 #### How Do G2 Users Rate Alloy Navigator? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10) - **Administration Console:** 8.3/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.9/10 (Category avg: 8.2/10) - **Process Workflow:** 8.7/10 (Category avg: 8.7/10) #### Who Is the Company Behind Alloy Navigator? - **Seller:** [Alloy Software](https://www.g2.com/sellers/alloy-software) - **Year Founded:** 2002 - **HQ Location:** Bloomfield, NJ - **Twitter:** @AlloySoftware 466 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=553d846486121a58a482c16624d91c45554f928e74b611a441abcb4781929c4b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falloy-software%2F&secure%5Burl_type%5D=linkedin_company_website) 16 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 77% Small, 32% Medium #### What Do G2 Reviewers Say About Alloy Navigator? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **consolidation of IT elements** in Alloy Navigator, significantly simplifying workflow and enhancing team efficiency. - Users find Alloy Navigator's **ease of use** exceptional, enhancing efficiency via streamlined workflows and simple ticketing. - Users value the **integrated ticketing and asset management** of Alloy Navigator, significantly enhancing workflow efficiency. - Users value the **consolidation of IT management tools** in Alloy Navigator, enhancing workflow efficiency and productivity. - Users value the **seamless automation** in Alloy Navigator, which streamlines IT management and enhances efficiency throughout processes. ##### Cons - Users find the **learning curve steep** , requiring extra training for new hires and better onboarding resources. - Users find the **complex setup** process challenging, requiring extra training and experimentation to configure effectively. - Users find Alloy Navigator's **limited customization** restricts flexibility, impacting creative collaboration and reporting needs. - Users find the **setup difficulty** challenging due to unclear instructions and time-consuming custom workflows. - Users find the **poor interface design** hinders usability, noting a need for a more streamlined and modern experience. #### What Are Recent G2 Reviews of Alloy Navigator? **["Asset Inventory That Replaced Our Spreadsheets"](https://www.g2.com/survey_responses/alloy-navigator-review-13133856)** **Rating:** 5.0/5.0 stars _— Yamal I._ [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-13133856) **["Solid ticketing and asset tool with great visibility"](https://www.g2.com/survey_responses/alloy-navigator-review-13227754)** **Rating:** 5.0/5.0 stars _— Verified User in Printing_ [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-13227754) #### What Are G2 Users Discussing About Alloy Navigator? - [What is the use of Alloy Navigator?](https://www.g2.com/discussions/what-is-the-use-of-alloy-navigator) - [What is Alloy in Software?](https://www.g2.com/discussions/what-is-alloy-in-software) - [What is Alloy Navigator?](https://www.g2.com/discussions/what-is-alloy-navigator) ### [ConnectWise RMM](https://www.g2.com/products/connectwise-rmm/reviews) ConnectWise RMM is a cloud-native remote monitoring and management (RMM) solution designed for IT professionals who need to monitor, manage, and support diverse IT environments. It provides centralized visibility, intelligent alerting, and advanced automation to help teams proactively address IT challenges and prevent downtime. Comprehensive Monitoring and Visibility ConnectWise RMM delivers 24/7 monitoring across endpoints, networks, backups, cloud health and availability, and security posture. Unified dashboards bring this information together in one place, making it easier to identify issues and act before issues affect end users. With more than 1,200 expert-maintained alerts, the system can reduce typical RMM alerting noise by up to 90% without sacrificing visibility, helping technicians focus on meaningful issues instead of spending time reviewing false positives. Automated Patch Management The solution includes automated OS and third-party patch management for over 7,000 applications. Uniquely, Windows OS security updates are reviewed and approved by ConnectWise NOC experts before each release. This helps teams' patch faster and with more confidence to reduce vulnerabilities, streamline compliance, and keep systems optimized. Advanced Automation and Scripting ConnectWise RMM provides automation capabilities such as built-in automation to select intelligent alerts, AI-assisted script generation, and multi-solution workflow orchestration. These tools simplify routine maintenance tasks, enforce consistent standards, and enable faster response to common IT events. Teams can complete work up to 75% faster, reducing repetitive manual effort and creating more time for strategic projects. Scalability and Endpoint Management ConnectWise RMM is built to support a wide range of businesses, including large and complex environments, with the ability to manage more than 100,000 devices in a single tenant. By unifying monitoring, patching, automation, and scripting into one solution, IT professionals can deliver reliable service, reduce ticket volume, and improve overall IT performance. Multi-site visibility, flexible add-ons, and seamless integration with security, backup, and business management tools make it easy to adapt as environments grow without adding unnecessary complexity. **Average Rating:** 4.2/5.0 **Total Reviews:** 63 #### How Do G2 Users Rate ConnectWise RMM? - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 8.9/10) - **Administration Console:** 8.5/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.5/10 (Category avg: 8.2/10) - **Process Workflow:** 7.5/10 (Category avg: 8.7/10) #### Who Is the Company Behind ConnectWise RMM? - **Seller:** [ConnectWise](https://www.g2.com/sellers/connectwise) - **Company Website:** www.connectwise.com - **Year Founded:** 1982 - **HQ Location:** Tampa, FL - **Twitter:** @ConnectWise 14,926 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=825d5a968a56320f556cad3f9dfc8c57c880640eedc7d064eddf33e0f8d1e867&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F48576%2F&secure%5Burl_type%5D=linkedin_company_website) 3,401 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 68% Small, 26% Medium #### What Do G2 Reviewers Say About ConnectWise RMM? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of ConnectWise RMM, finding it helpful for monitoring and automation tasks. - Users value the **seamless remote access** of ConnectWise RMM, enabling efficient support from any location with minimal lag. - Users value **automation** in ConnectWise RMM, appreciating its convenience in managing tasks and enhancing security. - Users value the **All-in-One Solution** of ConnectWise RMM for its simplicity and effective management capabilities. - Users appreciate the **user-friendly interface** of ConnectWise RMM, enhancing visibility and efficiency in managing organizations. ##### Cons - Users are frustrated with the **missing features** in ConnectWise RMM, hindering workflow and reporting efficiency. - Users experience **poor customer support** , often facing delays and communication issues that hinder prompt issue resolution. - Users find **feature issues** in ConnectWise RMM, leading to complexity and underutilization for smaller businesses. - Users face significant **integration issues** with ConnectWise RMM, impacting functionality and causing connectivity problems. - Users find ConnectWise RMM to be **expensive** due to charges per device and per technician, seeking more affordable options. #### What Are Recent G2 Reviews of ConnectWise RMM? **["Access and maintain your endpoints from a web browser"](https://www.g2.com/survey_responses/connectwise-rmm-review-11353101)** **Rating:** 4.5/5.0 stars _— Verified User in Computer & Network Security_ [Read full review](https://www.g2.com/survey_responses/connectwise-rmm-review-11353101) **["Connectwise RMM is a delight to work with, it has what it takes to be a competitive RMM tool."](https://www.g2.com/survey_responses/connectwise-rmm-review-6936634)** **Rating:** 5.0/5.0 stars _— Parag R._ [Read full review](https://www.g2.com/survey_responses/connectwise-rmm-review-6936634) #### What Are G2 Users Discussing About ConnectWise RMM? - [What is Continuum desktop agent?](https://www.g2.com/discussions/what-is-continuum-desktop-agent) - 1 comment - [What is Continuum command?](https://www.g2.com/discussions/what-is-continuum-command) - [What is Continuum RMM?](https://www.g2.com/discussions/what-is-continuum-rmm) - ‹ Prev‹ Prev - 1 - [2](/categories/it-service-management-itsm-tools?open_modal_url=%2Fproducts%2Fbmc-helix-remedyforce%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fit-service-management-itsm-tools%26source%3Dcategory&order=g2_score&page=2#product-list) - [3](/categories/it-service-management-itsm-tools?open_modal_url=%2Fproducts%2Fbmc-helix-remedyforce%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fit-service-management-itsm-tools%26source%3Dcategory&order=g2_score&page=3#product-list) - [4](/categories/it-service-management-itsm-tools?open_modal_url=%2Fproducts%2Fbmc-helix-remedyforce%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fit-service-management-itsm-tools%26source%3Dcategory&order=g2_score&page=4#product-list) - [5](/categories/it-service-management-itsm-tools?open_modal_url=%2Fproducts%2Fbmc-helix-remedyforce%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fit-service-management-itsm-tools%26source%3Dcategory&order=g2_score&page=5#product-list) - … - [11](/categories/it-service-management-itsm-tools?open_modal_url=%2Fproducts%2Fbmc-helix-remedyforce%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fit-service-management-itsm-tools%26source%3Dcategory&order=g2_score&page=11#product-list) - [12](/categories/it-service-management-itsm-tools?open_modal_url=%2Fproducts%2Fbmc-helix-remedyforce%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fit-service-management-itsm-tools%26source%3Dcategory&order=g2_score&page=12#product-list) - [Next ›Next ›](/categories/it-service-management-itsm-tools?open_modal_url=%2Fproducts%2Fbmc-helix-remedyforce%2Fwishlists%3Fhost_path%3D%252Fcategories%252Fit-service-management-itsm-tools%26source%3Dcategory&order=g2_score&page=2#product-list) Spotlight Categories [Professional Services Automation Software](https://www.g2.com/categories/professional-services-automation) [Application Performance Monitoring (APM) Tools](https://www.g2.com/categories/application-performance-monitoring-apm) [Expense Management Software](https://www.g2.com/categories/expense-management) [Live Chat Software](https://www.g2.com/categories/live-chat) [Affiliate Marketing Software](https://www.g2.com/categories/affiliate-marketing) Similar Categories - [Application Portfolio Management](/categories/application-portfolio-management) - [Auto Scaling](/categories/auto-scaling) - [Cloud Cost Management](/categories/cloud-cost-management) - [Cloud Management Platforms](/categories/cloud-management-platforms) - [Cloud Migration Assessment Tools](/categories/cloud-migration-assessment-tools) - [Columnar Databases](/categories/columnar-databases) - [Data as a Service (DaaS)](/categories/data-as-a-service-daas) - [Data Destruction](/categories/data-destruction) - [Data Extraction](/categories/data-extraction-tools) - [Data Governance](/categories/data-governance-tools) - [Data Observability](/categories/data-observability) - [Data Recovery](/categories/data-recovery) - [Digital Employee Experience (DEX) Management](/categories/digital-employee-experience-dex-management) - [Digital Experience Monitoring (DEM)](/categories/digital-experience-monitoring-dem) - [Digital Governance](/categories/digital-governance) [Browse IT Service Management (ITSM) Tools Themes](/categories/it-service-management-itsm-tools/themes) ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin") TL Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin) Updated October 3, 2024 IT service management (ITSM) tools encompass the policies, planning, execution, and management surrounding IT service delivery. ITSM solutions help enable businesses to design and provide more efficient, standardized, and effective IT services. Typically following an ITSM framework, these solutions provide a wealth of features to users, including service desk elements, asset management, incident management, change management, and knowledge bases. They also create consistent, repeatable workflows for different IT activities. On top of helping to increase IT efficiency and standardization, ITSM tools benefit businesses significantly by increasing transparency around IT service delivery. IT interactions can be followed easily from beginning to end, audited with improved clarity, and tracked more manageably. Teams across the IT organization use ITSM tools as part of their daily workflow, but end users across a business might utilize this software’s user-facing features like ticket submission, user-facing knowledge bases, and self-help troubleshooting tips. ITSM solutions fall into a larger portfolio of IT management software, joined usually by the likes of [help desk software](https://g2.com/categories/help-desk) to manage external-facing issues, [enterprise IT management suites](https://g2.com/categories/enterprise-it-management-suites) to handle larger infrastructure needs and requirements, and similar solutions. To qualify for inclusion in the IT Service Management (ITSM) category, a product must: - Formalize IT processes and practices according to an ITSM framework - Offer an internal service request and incident ticketing system - Track internal service requests and incidents at micro and macro levels - Organize and manage IT assets - Centralize a business’ IT service knowledge Top Tools at a Glance | Product | Best for | User Review | | --- | --- | --- | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image")](https://www.g2.com/products/servicenow-it-service-management/reviews)[ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews)[4.5/5(1,947)](https://www.g2.com/products/servicenow-it-service-management/reviews) | ITIL-aligned incident and change workflows | "Reliable IT Organization with SLA Tracking" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_ec0c38c7a0b645a17bfff00d56e51583/ninjaone.png "Product Avatar Image")](https://www.g2.com/products/ninjaone/reviews)[NinjaOne](https://www.g2.com/products/ninjaone/reviews)[4.7/5(5,025)](https://www.g2.com/products/ninjaone/reviews) | Unified endpoint patching with integrated remote support | "Impowered Our MSP to Resolve Issues Quickly and Grow Quickly" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image")](https://www.g2.com/products/jira-service-management/reviews)[Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)[4.3/5(991)](https://www.g2.com/products/jira-service-management/reviews) | DevOps-aligned ITSM with Jira Software integration | "Clear Ticket Visibility and Smooth Communication in Jira Service Management" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image")](https://www.g2.com/products/freshservice/reviews)[Freshservice](https://www.g2.com/products/freshservice/reviews)[4.6/5(1,348)](https://www.g2.com/products/freshservice/reviews) | ITIL-aligned service desk with automation workflows | "Freshservice: Intuitive ITSM with Powerful Automation and Asset Tracking" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_7550bcff45895b9a0bd1ebb5c48260a6/atera.png "Product Avatar Image")](https://www.g2.com/products/atera/reviews)[Atera](https://www.g2.com/products/atera/reviews)[4.6/5(1,245)](https://www.g2.com/products/atera/reviews) | Per-technician RMM with integrated PSA ticketing | "Easy-to-Use RMM With Strong Patching, Scripting, and a Central Device View" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a05e90757d45fd56faa93611eb55814d/clickup.png "Product Avatar Image")](https://www.g2.com/products/clickup/reviews)[ClickUp](https://www.g2.com/products/clickup/reviews)[4.6/5(13,676)](https://www.g2.com/products/clickup/reviews) | Customizable IT ticketing with cross-departmental visibility | "Easy to Learn and Quick to Start—ClickUp Helps Across Any Project" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9fe68a4b30c295f2cb99e52be20e0e26/autotask.png "Product Avatar Image")](https://www.g2.com/products/autotask/reviews)[Autotask](https://www.g2.com/products/autotask/reviews)[4.3/5(632)](https://www.g2.com/products/autotask/reviews) | MSP ticketing with Kaseya ecosystem integration | "A Breath of Fresh Air: Fast, Fluid, Industry-Savvy Autotask Experience" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_720f7fe3053ac293d3814d2b34792aaf/sysaid.png "Product Avatar Image")](https://www.g2.com/products/sysaid/reviews)[SysAid](https://www.g2.com/products/sysaid/reviews)[4.5/5(753)](https://www.g2.com/products/sysaid/reviews) | Centralized ITSM with asset automation | "SysAid meets you HelpDesk needs" | * * * Show More ### IT Service Management (ITSM) Tools Topics - [What are IT Service Management (ITSM) Tools?](#what-are-it-service-management-itsm-tools) - [What are the Common Features of IT Service Management (ITSM) Tools?](#what-are-the-common-features-of-it-service-management-itsm-tools) - [What are the Benefits of IT Service Management (ITSM) Tools?](#what-are-the-benefits-of-it-service-management-itsm-tools) - [Who Uses IT Service Management (ITSM) Tools?](#who-uses-it-service-management-itsm-tools) - [Challenges with IT Service Management (ITSM) Tools](#challenges-with-it-service-management-itsm-tools) - [How to Buy IT Service Management (ITSM) Tools](#how-to-buy-it-service-management-itsm-tools) - [IT Service Management (ITSM) Tools Trends](#it-service-management-itsm-tools-trends) [ ### IT Service Management (ITSM) Tools Topics Expand/Collapse ](#) - [What are IT Service Management (ITSM) Tools?](#what-are-it-service-management-itsm-tools) - [What are the Common Features of IT Service Management (ITSM) Tools?](#what-are-the-common-features-of-it-service-management-itsm-tools) - [What are the Benefits of IT Service Management (ITSM) Tools?](#what-are-the-benefits-of-it-service-management-itsm-tools) - [Who Uses IT Service Management (ITSM) Tools?](#who-uses-it-service-management-itsm-tools) - [Challenges with IT Service Management (ITSM) Tools](#challenges-with-it-service-management-itsm-tools) - [How to Buy IT Service Management (ITSM) Tools](#how-to-buy-it-service-management-itsm-tools) - [IT Service Management (ITSM) Tools Trends](#it-service-management-itsm-tools-trends) ## Learn More About IT Service Management Tools ### What are IT Service Management (ITSM) Tools? IT service management, or ITSM, describes the procedures and policies created and followed by organizations to implement IT services design, provision, and maintenance. ITSM aims to bring a more end user-oriented approach to IT. Most commonly, ITSM is thought of in the context of service desks, but the practices and procedures emphasized in ITSM apply more broadly to IT organizations as a whole. It can help provide structure and order in what is typically a constantly evolving organization. Companies implementing ITSM principles will typically utilize one or more of the following frameworks to provide guidelines to IT actions. - Information Technology Infrastructure Library (ITIL) - Control Objectives for Information and Related Technologies (COBIT) - International Organization for Standardization (ISO) - Business Process Framework (eTOM—telecom-specific) - Microsoft Operations Framework (MOF) ITIL tends to be the most commonly referred to or thought of ITSM framework, due to its strong adoption rate amongst services providers. The most recent iteration of ITIL, ITIL 4, is composed of two parts; the service value system (SVS, with 34 individual standards) and the four dimensions model (aligned with the four Ps of ITIL: people, products, partners, processes). ### What are the Common Features of IT Service Management (ITSM) Tools? The following are some core features within ITSM tools: **Standards alignment:** ITSM solutions help organizations align their processes and policies with a standards framework. ITSM tools will typically denote which framework(s) they are built to enable. If there is a particular framework an organization is already using, users should select an ITSM tool that aligns with that framework. **Service desk:** As the name might suggest, a core element of ITSM solutions is a service desk element. Businesses can organize internal requests through a ticketing system. Internal users can find help on a variety of issues using a service catalog, which outlines different types of issues or requests and helps organize addressing various issues. **Asset management:** ITSM tools help businesses track their internal IT assets. Using these tools, IT teams can track company-owned user devices and hardware, as well as any hardware infrastructure, enabling them to keep tabs on when these items were provisioned and when they would need upkeep. **Knowledge base:** Knowledge bases are central repositories of information. By providing a knowledge base functionality, businesses can centralize their IT knowledge to a single source that’s accessible by anyone who might need it. **Incident management:** Addressing the development side of the house, ITSM tools provide incident management features that help product teams track issues related to product development and functions, namely those related to IT systems. Using these active tracking capabilities, businesses stay on top of development incidents by creating visibility around repeat issues that might point to a larger problem. **Change management:** Changing policies, procedures, or structures is a difficult process for businesses. Change management functionalities offered by ITSM tools allow businesses to more thoroughly track changes from the individual to the organizational level, increasing transparency, and assisting in finding pain points in recent changes. **Reporting and dashboards:** As with any other solution, transparency is key to the efficient and effective delivery of services. ITSM tools are equipped with reporting and dashboard functions to provide increased visibility into service provisions across the IT organization. These reports may come prebuilt, but most solutions will also offer customization so that businesses get the exact information they need at any point. **Solution integration:** Considering the huge array of tools and infrastructure involved in IT service delivery, ITSM tools need to be able to integrate appropriately to be effective. Users must check a tool’s integration capabilities before purchasing to verify it will integrate with the systems already in use. **Automation:** Many ITSM vendors are implementing automation functionality as a standard part of the offering. Many tools will offer automation to reduce the amount of time going into repeat tasks and actions, which can save both IT associates and end users significant time. **Configuration management database (CMDB):** Some ITSM solutions will include a CMDB feature where businesses can track how different hardware and software systems relate to each other. This provides increased clarity in how a business’s systems work together, and can also offer an excellent starting point when troubleshooting for root causes. **Release management:** ITSM tools that dive deep into development features may offer release management capabilities where product teams can track software build releases over time including what stage of production releases are in, any rollbacks that took place, etc. Other Features of IT Service Management Tools: [Performance logging](https://www.g2.com/categories/it-service-management-itsm-tools/f/performance-logging), [Policy dictation](https://www.g2.com/categories/it-service-management-itsm-tools/f/policy-dictation) ### What are the Benefits of IT Service Management (ITSM) Tools? **Formalize IT processes and practices:** ITSM tools help businesses organize and standardize their IT service processes, thereby improving service efficacy. By accessing a central repository of IT knowledge, users can more quickly address their needs and concerns. With more public knowledge available, IT teams can reduce the number of basic or low-level inquiries coming through to the help desk. This saves IT teams time for more complex or important tasks. **Transparency:** Arguably, the greatest benefits of implementing an ITSM tool are transparency and uniformity. The typical bane of IT teams is a lack of transparency and consistency in processes, practices, and actions, especially when there are multiple teams within the IT organization. By making clear and consistent policies and procedures that teams ought to be following, every team within an IT organization can identify exactly where information should live. This also highlights what procedures are being followed in different activities and how to interact with end users properly, leading to a smoother overall IT service delivery. ### Who Uses IT Service Management (ITSM) Tools? **Administration:** On implementation, IT organizations will typically have an administrator or administrative team for ITSM tools. They control the solution’s configuration, permissions, and provisioning. From there, employees across the IT organization could make use of an ITSM tool as a part of their daily workflow, including incident and ticket tracking, finding knowledge resources, tracking changes, and managing assets, among other functions. **Managed services providers (MSP):** MSPs make particularly effective use of ITSM tools. Since some MSPs provide IT services for other businesses, ITSM tools serve as the central portal for IT service provision and interaction between the MSP and their customers. End users can find IT knowledge and submit tickets or inquiries and the MSP can provide IT services while tracking end-user inquiries and issues. #### Software Related to IT Service Management (ITSM) Tools Related solutions that can be used together with ITSM tools include: [Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk solutions allow companies to manage customer or external end user-facing requests or issues. These act as complements to the more internally oriented ITSM software. [Service desk software](https://www.g2.com/categories/service-desk) **:** Service desk solutions allow companies to manage internal end user-facing requests or issues as well as track IT assets. These are, in essence, scaled-down versions of ITSM solutions. [IT asset management software](https://www.g2.com/categories/it-asset-management) **:** IT asset management solutions help businesses track their hardware and software assets across the company. While not as broad as an ITSM solution, IT asset management software is hugely helpful in tracking the finer points on hardware, such as attrition rates, licenses, contracts, and more. [Enterprise IT management suites:](https://www.g2.com/categories/enterprise-it-management-suites) Enterprise IT management suites help businesses take control of all of their IT assets, environments, processes, and practices in one place. These suites have a much more extensive reach than ITSM tools but could complement each other well operationally. [Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** Knowledge management solutions help businesses consolidate information in an easily accessible way, which prevents knowledge silos from forming in individual employees or teams. While ITSM tools offer knowledge bases for end users to utilize regarding their tech, knowledge management software offers information serving all aspects of the business. ### Challenges with IT Service Management (ITSM) Tools Software solutions can come with their own set of challenges.  **Time to implementation:** If a business is starting fresh with ITSM, it may take longer to implement than expected. Implementing an ITSM tool has to be joined by implementing the ITSM mindset, practices, and policies for it to be most effective. It is important to take some extra time to understand what these new policies are and why they matter. **Full system integration:** While many ITSM solutions have a vast array of integration capabilities, businesses still may find a few systems that will need custom integrations. The business should be able to handle building that integration capability with the ITSM tool vendor offering guidance on how to proceed. Online communities around ITSM solutions can also be a strong source of help. ### How to Buy IT Service Management (ITSM) Tools Companies looking to implement their first ITSM solution, or switching from an existing solution, can use G2 reviews from authentic software buyers to supplement their search. With that in mind, there are a few important criteria to consider when looking for the right tool. **Features:** Different ITSM tools can have different feature sets. One solution might automate a wide variety of standard IT tasks while another may feature more manual interaction. The best fit solution will vary depending on the functionality that an organization finds most valuable. Authentic G2 reviews made by peers from similar companies can shed light on these factors. A prioritized list of the business’s most desired features enables the software selection team to move forward with a clear idea of what to look for. **Security:** ITSM is a highly sensitive undertaking that requires constantly up-to-date security and compliance. When searching for an ITSM solution, companies should ensure that the software they’d like to use has a verified history of compliance and high-security standards to protect company data. In some cases, supplementary security solutions are preferred to help ensure security compliance. ### IT Service Management (ITSM) Tools Trends **Site reliability engineering (SRE)** SRE may be the next set of principles to join ITSM’s framework ranks. Typically more associated with software engineering, SRE applies DevOps-esque thinking to addressing development, IT service, and IT infrastructure problems and procedures. The goal of SRE is to deliver solutions resiliently, reliably, and at a flexible scale. Though currently more popular within the DevOps world, SRE might see an increase in popularity in the ITSM space as IT and development become more closely integrated. **Automation ** Automation is a hot topic across industries and software solutions. Utilizing automation, businesses can improve efficiency on repeated processes and devote employee time to more complex or involved work. ITSM is no exception. Vendors are increasingly building task automation into ITSM tools to reduce time wasted on repetitive tasks and help companies deliver more efficient IT services. AIOps platforms can help pick up the slack where automation isn’t immediately included. ## Frequently asked questions about IT Service Management Tools ### How easy is it to implement ITSM tools in an organization? Implementing ITSM tools varies in ease depending on the specific software. For instance, ServiceNow is noted for its robust features but may require significant time for full implementation, with users reporting a learning curve. Conversely, Freshservice is often highlighted for its user-friendly interface and quicker setup, making it easier for organizations to adopt. Overall, user feedback indicates that while some tools demand extensive configuration and training, others facilitate a smoother transition, suggesting that the ease of implementation is highly dependent on the chosen solution. ### What metrics should I track to measure ITSM tool effectiveness? To measure ITSM tool effectiveness, track metrics such as incident resolution time, customer satisfaction scores, ticket volume, first contact resolution rate, and service level agreement (SLA) compliance. High-performing tools like ServiceNow, Freshservice, and Jira Service Management often highlight improvements in these areas, with users reporting enhanced operational efficiency and user experience. Additionally, monitoring user adoption rates and feedback can provide insights into the tool's impact on team productivity and overall service quality. ### How do ITSM tools facilitate compliance and security management? ITSM tools enhance compliance and security management by automating workflows, ensuring adherence to regulatory standards, and providing audit trails. For instance, ServiceNow, Freshservice, and Jira Service Management offer features like incident management and change control, which help organizations maintain compliance with industry regulations. Users frequently highlight the importance of these tools in managing security incidents and maintaining documentation, which is crucial for audits. Additionally, tools like ManageEngine ServiceDesk Plus and Zendesk Support are noted for their robust reporting capabilities, enabling organizations to track compliance metrics effectively. ### What are the differences between cloud-based and on-premise ITSM tools? Cloud-based ITSM tools, such as ServiceNow and Freshservice, offer scalability, automatic updates, and remote access, making them ideal for distributed teams. In contrast, on-premise solutions like BMC Helix and ManageEngine ServiceDesk Plus provide greater control over data security and customization but require significant upfront investment and maintenance. User reviews indicate that cloud-based tools generally receive higher satisfaction ratings for ease of use and implementation speed, while on-premise tools are preferred by organizations with strict compliance needs. ### How do ITSM tools enhance user experience for IT teams? ITSM tools enhance user experience for IT teams by streamlining workflows, improving incident management, and facilitating better communication. Tools like ServiceNow, Freshservice, and Jira Service Management are noted for their user-friendly interfaces and automation features, which reduce response times and increase efficiency. Users report that these tools help in tracking service requests effectively, leading to higher satisfaction rates. Additionally, the integration capabilities of these platforms allow for seamless collaboration across departments, further enhancing the overall user experience. ### What level of customer support do ITSM tools typically offer? ITSM tools typically offer a range of customer support options, including live chat, email support, and extensive knowledge bases. For instance, ServiceNow is noted for its robust customer service, with a high satisfaction rating for responsiveness. Freshservice users appreciate the availability of 24/7 support, while Jira Service Management is recognized for its community forums and documentation. Overall, most ITSM tools provide multi-channel support, with varying levels of responsiveness and availability, reflecting user preferences for immediate assistance and comprehensive resources. ### How scalable are ITSM tools for growing businesses? ITSM tools generally offer strong scalability for growing businesses, with many solutions supporting a range of user counts and organizational sizes. For instance, ServiceNow is noted for its robust scalability, accommodating large enterprises with complex needs, while Freshservice is favored by small to mid-sized businesses for its ease of use and flexibility. Additionally, Jira Service Management is recognized for its adaptability, allowing teams to scale operations as they grow. Overall, most ITSM tools are designed to evolve with business needs, ensuring effective service management at any scale. ### What are common use cases for ITSM tools in organizations? Common use cases for ITSM tools in organizations include incident management, which helps in tracking and resolving IT issues efficiently, and change management, facilitating controlled changes to IT services. Additionally, organizations utilize ITSM for service request management to streamline user requests, asset management to track IT assets, and knowledge management to create a centralized repository of information. These functionalities enhance operational efficiency and improve service delivery, as reflected in user feedback highlighting the importance of these features in daily IT operations. ### How do ITSM tools integrate with existing IT infrastructure? ITSM tools integrate with existing IT infrastructure primarily through APIs, enabling seamless data exchange and automation of workflows. For instance, ServiceNow and Freshservice are noted for their robust API capabilities, allowing integration with various third-party applications and legacy systems. Additionally, tools like Jira Service Management and ManageEngine ServiceDesk Plus offer pre-built connectors for popular platforms, enhancing interoperability. User reviews highlight that these integrations significantly improve incident management and streamline IT operations, ensuring that organizations can leverage their existing infrastructure effectively. ### What is the average pricing range for ITSM tools? The average pricing range for IT Service Management (ITSM) tools typically falls between $20 to $100 per user per month, depending on the features and scalability of the solution. For instance, products like ServiceNow and Freshservice are often positioned at the higher end of this range, while options like Jira Service Management and Zendesk may offer more budget-friendly tiers. Additionally, many vendors provide tiered pricing models that can affect overall costs based on the number of users and required functionalities. ### How do ITSM tools improve incident management processes? ITSM tools enhance incident management by streamlining ticketing processes, automating workflows, and improving communication. Users report that tools like ServiceNow and Freshservice significantly reduce response times and increase resolution rates through features such as automated notifications and self-service portals. Additionally, platforms like Jira Service Management and Zendesk provide robust analytics, enabling teams to identify trends and optimize resource allocation. Overall, these tools foster collaboration and efficiency, leading to improved user satisfaction and reduced downtime. ### What are the key features to look for in ITSM tools? Key features to look for in ITSM tools include incident management, which is crucial for tracking and resolving issues efficiently, and service request management, allowing users to submit and track requests easily. Additionally, change management is vital for managing updates and minimizing disruptions. Automation capabilities enhance efficiency, while reporting and analytics provide insights into service performance. Integration with other tools is also important for seamless workflows. User reviews highlight that tools like ServiceNow, Freshservice, and Jira Service Management excel in these areas, particularly in incident and change management functionalities.