# Best IT Service Management Tools

## How Many IT Service Management Tools Products Does G2 Track?

**Total Products under this Category:** 178

### 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
- 37,100+ Authentic Reviews
- 178+ 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=2026-08-10T20%3A06%3A31Z&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%252Fezo-assetsonar%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fit-service-management-itsm-tools%2526source%253Dcategory&secure%5Btoken%5D=f210709e80d82f2698b220a9b99f45eff59fea2d37749680f39531bd1962ec0d&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/it/products/servicenow-it-service-management/reviews)

ServiceNow IT Service Management (ITSM) è una soluzione di gestione dei servizi IT basata su cloud costruita sulla piattaforma AI di ServiceNow che aiuta le organizzazioni IT a gestire l'intero ciclo di vita della fornitura di servizi IT, dalla rilevazione degli incidenti alla risoluzione, dalle richieste di servizio alla gestione dei cambiamenti, su un'unica piattaforma con un modello di dati unificato. ServiceNow ITSM è utilizzato dai team IT in vari settori, tra cui servizi finanziari, sanità, tecnologia, manifattura e governo. È progettato per le organizzazioni che devono gestire grandi volumi di richieste di servizio IT, incidenti e cambiamenti riducendo lo sforzo manuale e migliorando i tempi di risposta. Gli utenti tipici includono agenti del service desk, manager degli incidenti, manager dei cambiamenti, manager dei problemi, leader delle operazioni IT e amministratori della piattaforma. Le capacità principali includono: 1) Gestione degli incidenti: Classificare, prioritizzare, instradare e risolvere automaticamente gli incidenti utilizzando l'AI. Gli agenti AI possono gestire problemi di routine end-to-end senza intervento umano, dai reset delle password alle richieste di accesso comuni, mentre i casi complessi vengono inoltrati al team giusto con il contesto completo allegato. 2) Gestione dei cambiamenti: Valutare il rischio, automatizzare le approvazioni e gestire i programmi di cambiamento con analisi dell'impatto alimentata da CMDB. I cambiamenti standard e a basso rischio possono essere automatizzati per ridurre i colli di bottiglia, mentre i cambiamenti ad alto rischio passano attraverso flussi di lavoro di revisione strutturati. 3) Gestione dei problemi: Identificare le cause principali degli incidenti ricorrenti e creare record di errori noti per prevenire problemi ripetuti. I flussi di lavoro dei problemi si collegano direttamente ai dati degli incidenti, così i modelli emergono più rapidamente e le soluzioni raggiungono il service desk senza passaggi manuali. 4) Evasione delle richieste di servizio: Fornire ai dipendenti un catalogo self-service supportato da una ricerca potenziata dall'AI e un agente virtuale che può risolvere richieste comuni senza che un ticket raggiunga un agente umano. 5) Gestione della conoscenza: Catturare, organizzare e far emergere la conoscenza istituzionale in modo che gli agenti e i dipendenti possano trovare risposte più velocemente. L'AI suggerisce articoli di conoscenza pertinenti durante la gestione degli incidenti e le interazioni self-service, riducendo il lavoro ripetuto attraverso il service desk. ServiceNow ITSM utilizza AI nativa della piattaforma e agenti AI per automatizzare il lavoro IT di routine che tradizionalmente richiedeva sforzo manuale come la classificazione dei ticket, l'assegnazione, la diagnosi iniziale e le risoluzioni comuni. Questo è distinto dagli strumenti AI aggiuntivi perché l'AI opera sullo stesso modello di dati dei flussi di lavoro di gestione dei servizi, il che significa che ha accesso in tempo reale al CMDB, alla cronologia degli incidenti, ai programmi di cambiamento e alla base di conoscenza senza richiedere integrazioni separate. Il prodotto si connette anche a ServiceNow IT Operations Management (ITOM), consentendo alle organizzazioni di estendere dalla fornitura di servizi IT reattiva a operazioni di servizio proattive e autonome. Quando ITSM e ITOM funzionano sulla stessa piattaforma, gli eventi operativi rilevati nell'infrastruttura possono generare e instradare automaticamente gli incidenti, allegare il contesto della causa principale e attivare flussi di lavoro di risoluzione, riducendo infine il divario tra quando si verifica un problema e quando viene risolto. ServiceNow ITSM si allinea con le pratiche ITIL e supporta le organizzazioni in varie fasi di maturità IT, sia che stiano consolidando strumenti puntuali frammentati o estendendo una distribuzione esistente di ServiceNow in automazione guidata dall'AI.

**Average Rating:** 4.5/5.0

**Total Reviews:** 1,824

#### How Do G2 Users Rate ServiceNow IT Service Management?

- **Ritiene che the product sia stato un valido partner commerciale?:** 8.8/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 8.6/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 8.4/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 9.1/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ServiceNow IT Service Management?

- **Venditore:** [ServiceNow](https://www.g2.com/it/sellers/servicenow)
- **Sito web dell'azienda:** www.servicenow.com
- **Anno di Fondazione:** 2004
- **Sede centrale:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 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=8f146dd2da6255ae21db2f89043b268912043fe250660dfee40ba3c0574bb1ba&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F29352%2F&secure%5Burl_type%5D=linkedin_company_website)  
35,081 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Consultant, Software Engineer
- **Top Industries:** Tecnologia dell'informazione e servizi, Ospedali e assistenza sanitaria
- **Company Size:** 65% Large, 19% Medium

#### What Do G2 Reviewers Say About ServiceNow IT Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti apprezzano la **facilità d'uso** di ServiceNow IT Service Management, semplificando efficacemente i compiti di gestione dei servizi.
- Gli utenti apprezzano la **piattaforma ricca** di ServiceNow per la gestione completa dei compiti ITSM e la visibilità.
- Gli utenti apprezzano l' **efficienza semplificata** di ServiceNow IT Service Management, migliorando la fornitura dei servizi e la soddisfazione degli utenti.
- Gli utenti apprezzano le **funzionalità personalizzabili** e le **facili integrazioni** che migliorano l'efficienza della gestione dei servizi IT.
- Gli utenti apprezzano le **forti capacità di automazione** di ServiceNow, migliorando le operazioni IT e l'efficienza complessiva.

##### Cons

- Gli utenti trovano la **curva di apprendimento ripida** , richiedendo conoscenze significative e configurazione per un uso efficace di ServiceNow ITSM.
- Gli utenti trovano ServiceNow ITSM **troppo costoso** , in particolare a causa degli alti costi di licenza e implementazione per le funzionalità avanzate.
- Gli utenti trovano la **complessità** della gestione dei servizi IT di ServiceNow impegnativa, soprattutto senza competenze dedicate e un'adeguata formazione.
- Gli utenti trovano che le **opzioni di personalizzazione limitate** in ServiceNow IT Service Management possano ostacolare la funzionalità e l'usabilità ottimali.
- Gli utenti trovano **difficile la personalizzazione** in ServiceNow IT Service Management, contribuendo a una curva di apprendimento ripida e a costi aggiuntivi.

#### What Are Recent G2 Reviews of ServiceNow IT Service Management?

**["Organizzazione IT affidabile con monitoraggio SLA"](https://www.g2.com/it/survey_responses/servicenow-it-service-management-review-13127154)**

**Rating:** 5.0/5.0 stars

_— Vikas O._

[Read full review](https://www.g2.com/it/survey_responses/servicenow-it-service-management-review-13127154)

**["Gestione degli incidenti senza sforzo con aggiornamenti in tempo reale"](https://www.g2.com/it/survey_responses/servicenow-it-service-management-review-13173823)**

**Rating:** 5.0/5.0 stars

_— Manket K._

[Read full review](https://www.g2.com/it/survey_responses/servicenow-it-service-management-review-13173823)

#### What Are G2 Users Discussing About ServiceNow IT Service Management?

- [A cosa serve ServiceNow IT Service Management?](https://www.g2.com/it/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments
- [What is service management software?](https://www.g2.com/it/discussions/what-is-service-management-software)
- [Quali caratteristiche di ITIL sono utilizzate dalla piattaforma ServiceNow?](https://www.g2.com/it/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment
- [Quali sono le caratteristiche della gestione dei servizi?](https://www.g2.com/it/discussions/what-are-the-features-of-service-management) - 1 comment
- [A cosa serve il software ServiceNow?](https://www.g2.com/it/discussions/what-is-servicenow-software-used-for) - 2 comments

### [NinjaOne](https://www.g2.com/it/products/ninjaone/reviews)

NinjaOne è la piattaforma unificata per le operazioni IT che aiuta i team IT e i fornitori di servizi gestiti a gestire, proteggere e supportare ogni endpoint da una singola console cloud-native. Quasi 40.000 clienti in oltre 140 paesi utilizzano NinjaOne per sostituire strumenti frammentati con una piattaforma costruita per scalare. La piattaforma riunisce il lavoro principale delle operazioni IT moderne: gestione degli endpoint, gestione autonoma delle patch, gestione delle vulnerabilità, backup degli endpoint e SaaS, accesso remoto e service desk IT. I team monitorano e controllano dispositivi Windows, macOS, Linux, mobili e virtuali in un unico posto, automatizzano il lavoro di routine con automazione basata su policy e AI centrata sull'uomo, e riducono i costi e i rischi derivanti dall'uso di molti strumenti disconnessi. NinjaOne serve sia i team IT interni che gli MSP, dai dipartimenti IT snelli alle organizzazioni di medie e grandi dimensioni che gestiscono ambienti distribuiti e multi-sito. Gli usi comuni includono la consolidazione degli strumenti IT, l'automazione delle patch per la sicurezza e la conformità, la gestione di forza lavoro distribuita e ibrida, il miglioramento della visibilità degli endpoint e il rafforzamento della preparazione al backup e al ransomware. NinjaOne ha mantenuto un punteggio di soddisfazione del cliente del 98 percento per più di cinque anni, supportato da onboarding illimitato gratuito e supporto 24/7 in sette lingue. Le organizzazioni che passano a NinjaOne riportano la sostituzione di quattro o più strumenti separati con la singola piattaforma. NinjaOne è autorizzato FedRAMP Moderate e conforme a SOC 2 Tipo II e Tipo III, e supporta prove di conformità pronte per l'audit attraverso framework tra cui CMMC, ISO 27001 e HIPAA. La missione dietro la piattaforma è semplice: unificare l'IT per semplificare il lavoro, fornendo ai team IT strumenti migliori e ai dipendenti un'ottima esperienza tecnologica sul lavoro.

**Average Rating:** 4.7/5.0

**Total Reviews:** 4,952

#### How Do G2 Users Rate NinjaOne?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.4/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 9.0/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 8.4/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 7.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind NinjaOne?

- **Venditore:** [NinjaOne](https://www.g2.com/it/sellers/ninjaone)
- **Sito web dell'azienda:** www.ninjaone.com
- **Anno di Fondazione:** 2013
- **Sede centrale:** Austin, Texas
- **Twitter:** @NinjaOne  
3,607 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=088d8f8972aca17db8b553b592039f99dd09562a773c2979f4e191848ab016f2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F6436301%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,376 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager, Owner
- **Top Industries:** Tecnologia dell'informazione e servizi, Sicurezza informatica e di rete
- **Company Size:** 47% Medium, 45% Small

#### What Do G2 Reviewers Say About NinjaOne?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti apprezzano la **facilità d'uso** di NinjaOne, che semplifica la gestione degli asset e automatizza i compiti essenziali senza sforzo.
- Gli utenti elogiano le **potenti capacità di automazione** di NinjaOne, migliorando l'efficienza e semplificando la gestione dei dispositivi.
- Gli utenti apprezzano la **navigazione facile e la dashboard** di NinjaOne, che facilita la gestione e il monitoraggio rapidi dei dispositivi.
- Gli utenti lodano NinjaOne per i suoi **aggiornamenti automatici e avvisi efficienti** , semplificando notevolmente la gestione dei server e risparmiando tempo.
- Gli utenti apprezzano il **eccellente supporto clienti** di NinjaOne, notando l'accesso rapido a personale esperto e soluzioni pratiche.

##### Cons

- Gli utenti ritengono che le **funzionalità mancanti** limitino la funzionalità, in particolare la mancanza di capacità del portale clienti e clienti.
- Gli utenti trovano la **funzione di ricerca carente** , e l'interfaccia può confondere gli utenti finali con icone poco chiare.
- Gli utenti trovano che NinjaOne abbia **funzionalità limitate** , specialmente nella funzionalità dell'app mobile e nelle opzioni di gestione dei dispositivi.
- Gli utenti ritengono che NinjaOne abbia bisogno di **miglioramenti nella funzionalità di ricerca** e di una dashboard di ticketing migliore per il monitoraggio dell'efficienza.
- Gli utenti segnalano di affrontare **problemi di funzionalità** con le impostazioni delle funzioni e una mancanza di controlli adeguati basati sui ruoli in NinjaOne.

#### What Are Recent G2 Reviews of NinjaOne?

**["Rivoluzionato i nostri flussi di lavoro"](https://www.g2.com/it/survey_responses/ninjaone-review-8785777)**

**Rating:** 5.0/5.0 stars

_— Drew B._

[Read full review](https://www.g2.com/it/survey_responses/ninjaone-review-8785777)

**["Potenzia il nostro MSP per risolvere i problemi rapidamente e crescere rapidamente"](https://www.g2.com/it/survey_responses/ninjaone-review-10168731)**

**Rating:** 4.5/5.0 stars

_— Robert M._

[Read full review](https://www.g2.com/it/survey_responses/ninjaone-review-10168731)

#### What Are G2 Users Discussing About NinjaOne?

- [A cosa serve NinjaOne (precedentemente NinjaRMM)?](https://www.g2.com/it/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments
- [Office 365 esegue il backup dei tuoi dati?](https://www.g2.com/it/discussions/does-office-365-backup-your-data) - 3 comments
- [Cosa fa il backup Dropsuite?](https://www.g2.com/it/discussions/what-does-dropsuite-backup) - 1 comment

### [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews)

Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows.

**Average Rating:** 4.3/5.0

**Total Reviews:** 966

#### How Do G2 Users Rate Jira Service Management?

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.9/10)
- **Administration Console:** 8.9/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.6/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Jira Service Management?

- **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian)
- **Company Website:** www.atlassian.com
- **Year Founded:** 2002
- **HQ Location:** Sydney and San Francisco
- **Twitter:** @Atlassian  
106,496 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Software Engineer, Senior Software Engineer
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 43% Medium, 38% Large

#### What Do G2 Reviewers Say About Jira Service Management?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization.
- Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams.
- Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications.
- Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations.
- Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue management.

##### Cons

- Users highlight the **steep learning curve** of Jira Service Management, making it challenging for new or non-technical teams.
- Users find the **steep learning curve** of Jira Service Management daunting, making initial setup and configuration challenging.
- Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams.
- Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams.
- Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow.

#### What Are Recent G2 Reviews of Jira Service Management?

**["Clear Ticket Visibility and Smooth Communication in Jira Service Management"](https://www.g2.com/survey_responses/jira-service-management-review-13195687)**

**Rating:** 5.0/5.0 stars

_— Sree K._

[Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13195687)

**["Seamless Jira Integration That Streamlines Service Requests and Support Workflows"](https://www.g2.com/survey_responses/jira-service-management-review-13071435)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

[Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435)

#### What Are G2 Users Discussing About Jira Service Management?

- [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote
- [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment
- [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software)
- [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment
- [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments

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

Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,301

#### How Do G2 Users Rate Freshservice?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10)
- **Administration Console:** 8.9/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.1/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Freshservice?

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Company Website:** www.freshworks.com
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager, IT Director
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 61% Medium, 21% Large

#### What Do G2 Reviewers Say About Freshservice?

_AI-generated summary from verified user reviews_

##### Pros

- Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management.
- Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities.
- Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes.
- Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience.
- Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes.

##### Cons

- Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities.
- Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management.
- Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration.
- Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs.
- Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management.

#### What Are Recent G2 Reviews of Freshservice?

**["User-Friendly No-Code Automation with Helpful API Integrations and Reporting"](https://www.g2.com/survey_responses/freshservice-review-13141245)**

**Rating:** 5.0/5.0 stars

_— Shubham C._

[Read full review](https://www.g2.com/survey_responses/freshservice-review-13141245)

**["Clean, Customizable, and Fast—Freshservice Keeps Us Organized"](https://www.g2.com/survey_responses/freshservice-review-13160237)**

**Rating:** 4.5/5.0 stars

_— Enrique L._

[Read full review](https://www.g2.com/survey_responses/freshservice-review-13160237)

#### What Are G2 Users Discussing About Freshservice?

- [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote

### [Atera](https://www.g2.com/products/atera/reviews)

Atera is defining the category of Autonomous IT, where AI agents resolve technical incidents end to end, without a technician in the loop. Atera's AI-native IT management platform consolidates RMM, helpdesk, ticketing, advanced reporting, and automation, empowering IT teams and MSPs to manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Atera’s autonomous AI agent, Robin, detects, diagnoses, remediates, and verifies incidents by taking action directly on devices, servers, networks, and mainframes, resolving Tier-1 and complex Tier-2 incidents in full. 1) Resolution without the wait. Robin doesn't just suggest or assist, it acts and resolves, on its own, instantly. 2) Always-on coverage, day and night. Robin extends your team's reach around the clock, resolving issues at 2am just as reliably as at 2pm, so your team isn't the only line of defense when it comes to fighting downtime. 3) A personal IT tech for every employee. An intelligent, context-aware AI agent that understands your environment, adapts to each user, and responds instantly. Built on a patented architecture, Robin operates as a system of action within your existing enterprise environment, adhering to the highest enterprise-grade security and compliance standards. It's governed by configurable guardrails, a complete audit trail, and approval workflows, so autonomy never comes at the cost of control. More than 13,000 organizations across 120+ countries rely on Atera to keep their people working, uninterrupted. Discover how Atera can help you achieve unparalleled organizational efficiency at www.atera.com.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,226

#### How Do G2 Users Rate Atera?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **Administration Console:** 8.9/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.2/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.4/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Atera?

- **Seller:** [Atera](https://www.g2.com/sellers/atera)
- **Company Website:** www.atera.com
- **Year Founded:** 2011
- **HQ Location:** Tel Aviv
- **Twitter:** @AteraCloud  
1,675 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner, IT Manager
- **Top Industries:** Information Technology and Services, Computer & Network Security
- **Company Size:** 55% Small, 31% Medium

#### What Do G2 Reviewers Say About Atera?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Atera to be incredibly **easy to use** , streamlining workstation and server management in one place.
- Users value the **powerful automation tools** of Atera, enabling efficient workstation and server management through scripts and remote access.
- Users appreciate the **all-in-one dashboard** of Atera, which streamlines their workflow and enhances productivity drastically.
- Users value the **efficiency** of Atera, noting its automation and ease of use streamline their device management.
- Users appreciate Atera's **proactive monitoring** , enhancing efficiency with a seamless all-in-one dashboard for better workflow.

##### Cons

- Users note **missing features** like checklists and insufficient alert context, complicating their overall Atera experience.
- Users find the **limited features** of Atera restrictive, especially in the mobile app and billing options.
- Users report that **improvement is needed** in Atera's interface changes and remote access reliability, impacting workflows.
- Users note that **report loading times and limited customization** can hinder efficiency and usability within Atera.
- Users highlight **feature issues** with Atera, including inconvenient billing increments and disruptive interface changes.

#### What Are Recent G2 Reviews of Atera?

**["Stable, Clean, and Easy Monitoring with Built-In AI"](https://www.g2.com/survey_responses/atera-review-13213152)**

**Rating:** 4.5/5.0 stars

_— Dieter S._

[Read full review](https://www.g2.com/survey_responses/atera-review-13213152)

**["Easy-to-Use RMM With Strong Patching, Scripting, and a Central Device View"](https://www.g2.com/survey_responses/atera-review-13223481)**

**Rating:** 4.0/5.0 stars

_— Kyle R._

[Read full review](https://www.g2.com/survey_responses/atera-review-13223481)

#### What Are G2 Users Discussing About Atera?

- [What is Atera used for?](https://www.g2.com/discussions/what-is-atera-used-for) - 1 comment
- [What is the best RMM tool?](https://www.g2.com/discussions/what-is-the-best-rmm-tool) - 1 comment
- [Is atera safe?](https://www.g2.com/discussions/is-atera-safe) - 2 comments
- [What is atera RMM?](https://www.g2.com/discussions/what-is-atera-rmm) - 1 comment
- [What is atera software?](https://www.g2.com/discussions/what-is-atera-software) - 1 comment

### [ClickUp](https://www.g2.com/products/clickup/reviews)

ClickUp is the world’s first Converged AI Workspace, bringing together all work apps, data, and workflows. ClickUp eliminates all forms of work sprawl to provide 100% context and a single place for humans and agents to work, together. Trusted by more than 20 million users worldwide, ClickUp is on a mission to maximize human productivity.

**Average Rating:** 4.6/5.0

**Total Reviews:** 13,007

#### How Do G2 Users Rate ClickUp?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.9/10)
- **Administration Console:** 8.6/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ClickUp?

- **Seller:** [ClickUp](https://www.g2.com/sellers/clickup)
- **Company Website:** ClickUp.com
- **Year Founded:** 2017
- **HQ Location:** San Diego, California
- **Twitter:** @clickup  
69,539 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Project Manager
- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 77% Small, 19% Medium

#### What Do G2 Reviewers Say About ClickUp?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise ClickUp for its **ease of use** , enhancing collaboration and project management efficiency effortlessly.
- Users value the **robust task management capabilities** of ClickUp, enhancing organization, productivity, and overall workflow efficiency.
- Users value ClickUp's **robust features and flexibility** , significantly enhancing productivity and project visibility across teams.
- Users appreciate the **flexibility and comprehensive integration** of ClickUp, enhancing teamwork and project execution efficiency.
- Users appreciate the **effective collaboration** of ClickUp, enabling seamless teamwork and task management on a single platform.

##### Cons

- Users find **missing features** frustrating in ClickUp, especially when crucial tools are restricted by paywalls and limits.
- Users find the **learning curve for beginners** to be challenging, requiring time to adapt and master the system.
- Users find ClickUp has **limited features** , lacking integrations and complex functionalities, impacting usability and flexibility.
- Users find ClickUp's interface **not intuitive** , complicating the discovery of features and overall user experience.
- Users report experiencing **slow loading** times in ClickUp, impacting overall efficiency and user experience.

#### What Are Recent G2 Reviews of ClickUp?

**["Highly Customizable but Falls Short for Large Enterprises"](https://www.g2.com/survey_responses/clickup-review-9904322)**

**Rating:** 4.0/5.0 stars

_— Jesse G._

[Read full review](https://www.g2.com/survey_responses/clickup-review-9904322)

**["Perfect for Project Management and Team Collaboration"](https://www.g2.com/survey_responses/clickup-review-13235639)**

**Rating:** 5.0/5.0 stars

_— Mohamad K._

[Read full review](https://www.g2.com/survey_responses/clickup-review-13235639)

#### What Are G2 Users Discussing About ClickUp?

- [What features of ClickUp make it a preferred choice for project management in agile teams?](https://www.g2.com/discussions/what-features-of-clickup-make-it-a-preferred-choice-for-project-management-in-agile-teams) - 6 comments, 6 upvotes
- [What is ClickUp used for?](https://www.g2.com/discussions/what-is-clickup-used-for) - 10 comments, 4 upvotes
- [Does Google use ClickUp?](https://www.g2.com/discussions/does-google-use-clickup) - 4 comments, 3 upvotes
- [Who uses ClickUp?](https://www.g2.com/discussions/who-uses-clickup) - 14 comments, 4 upvotes
- [Is ClickUp really free?](https://www.g2.com/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 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)

**["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)

#### 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/products/monday-service/reviews)

monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. At the core of monday service is the Agents Workforce - an AI-powered service workforce made up of specialized agents that autonomously resolve requests and take action across the organization, while teams remain firmly in control. Built natively on the monday.com platform, agents use ticket history, organizational knowledge, and live business context to deliver accurate, policy-aligned service from day one. With built-in orchestration, guardrails, and real-time monitoring, teams can safely deploy, oversee, and scale AI as service demand grows. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs - freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution - with minimal implementation. Service at scale. Without losing control. Key Capabilities: Omnichannel ticket intake Autonomous AI agents for triage, routing, and end-to-end resolution No-code workflows and automation Dashboards and reporting SLA tracking and performance insights Project, problem, and incident management

**Average Rating:** 4.4/5.0

**Total Reviews:** 182

#### How Do G2 Users Rate monday service?

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.9/10)
- **Administration Console:** 9.0/10 (Category avg: 8.8/10)
- **Policy Dictation:** 9.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.2/10 (Category avg: 8.7/10)

#### Who Is the Company Behind monday service?

- **Seller:** [monday.com](https://www.g2.com/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b)
- **Company Website:** monday.com
- **Year Founded:** 2012
- **HQ Location:** Tel Aviv
- **Twitter:** @mondaydotcom  
40,761 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 48% Medium, 35% Small

#### What Do G2 Reviewers Say About monday service?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** of Monday Service invaluable, simplifying adaptation and enhancing efficiency for their processes.
- Users value the **flexibility and adaptability** of Monday Service, significantly enhancing their efficiency and workflow management.
- Users value the **automation features** of monday.com, which streamline processes and enhance productivity significantly.
- Users appreciate the **user-friendly organization** and visual management features of monday service, enhancing task tracking and communication.
- Users appreciate the **organizational capabilities** of monday service, enhancing team collaboration and streamlining communication seamlessly.

##### Cons

- Users find monday's **limited features** frustrating, especially the reliance on third-party integrations and workflow constraints.
- Users find **limited functionality** in automation and reporting features, which hinders customization and flexibility in workflows.
- Users experience occasional **performance issues** with slow loading times, especially on large boards or older PCs.
- Users express concern over **limited automation options** , hindering flexibility and complicating workflows without costly upgrades.
- Users find Monday Service to be **not intuitive** , with complicated navigation and slow performance hindering their overall experience.

#### What Are Recent G2 Reviews of monday service?

**["Centralized Requests, Powerful Automations, and Real-Time Insights with monday service"](https://www.g2.com/survey_responses/monday-service-review-13222333)**

**Rating:** 4.5/5.0 stars

_— Ashley B._

[Read full review](https://www.g2.com/survey_responses/monday-service-review-13222333)

**["Easy to Navigate, Regularly Updated, and Adaptable for Many Workflows"](https://www.g2.com/survey_responses/monday-service-review-13116016)**

**Rating:** 5.0/5.0 stars

_— Verified User in Media Production_

[Read full review](https://www.g2.com/survey_responses/monday-service-review-13116016)

### [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?

**["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)

**["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)

### [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?

**["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)

**["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)

### [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?

**["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)

**["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)

#### 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)

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[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(5,023)](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(1,347)](https://www.g2.com/products/freshservice/reviews) | ITIL-aligned service desk with automation workflows | "User-Friendly No-Code Automation with Helpful API Integrations and Reporting" |
| [![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(13,661)](https://www.g2.com/products/clickup/reviews) | Customizable IT ticketing with cross-departmental visibility | "Perfect for Project Management and Team Collaboration" |
| [![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" |

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### 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)

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### 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.