# Best IT Service Management Tools

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

**Total Products under this Category:** 177

### 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
- 177+ 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**

### AssetSonar

AssetSonar is a comprehensive IT asset and service management platform that provides organizations with real-time visibility into their entire digital infrastructure. This solution enables users to effectively track and optimize their hardware, software, licenses, tickets, and service management processes. By doing so, AssetSonar helps businesses reduce risks, control IT expenditures, improve service delivery, and enhance compliance with regulatory requirements. Targeted primarily at mid-market to enterprise-level IT teams and IT asset managers, AssetSonar addresses common challenges organizations face, such as SaaS sprawl, shadow IT, redundant software licenses, fragmented service workflows, and disconnected asset data. The platform's robust features, including software discovery, license tracking, software normalization, ITSM, and IT Graph context, empower businesses to gain a clearer understanding of their IT landscape. This clarity enables informed decision-making on software use, asset ownership, service impact, and licensing, ultimately leading to cost savings and improved operational efficiency. One of the standout features of AssetSonar is its risk-based patching capabilities. This functionality enables IT teams to identify vulnerabilities in their systems, prioritize them by severity, and take swift action to remediate them. By focusing on the most critical vulnerabilities, organizations can significantly reduce their exposure to security threats and ensure that their systems remain secure and compliant with industry standards. AssetSonar also offers native ITSM capabilities that connect incidents, service requests, approvals, SLAs, knowledge articles, self-service, and automation with live asset and software context. Its integrations with leading MDM, directory, security, and endpoint management tools such as Jamf, Intune, SCCM, and other IT systems help teams centralize operational data and maintain continuous visibility across the IT ecosystem. This not only enhances operational efficiency but also frees up valuable time for IT professionals to concentrate on strategic initiatives that drive business growth. By optimizing the IT asset and service lifecycle, AssetSonar equips organizations with the tools they need to boost team efficiency, resolve requests faster, manage onboarding and offboarding, and make smarter purchasing decisions. Its capabilities in IT asset management, IT service management, software governance, patch management, and automation help businesses maintain complete control over their digital assets as they navigate the complexities of modern IT environments. AssetSonar provides unlimited asset context with the ability to manage unlimited tickets with unlimited agents.

[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=2026-08-07T15%3A11%3A46Z&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=87855&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%252Fmicrosoft-system-center%252Fwishlists%253Fhost_path%253D%25252Fcategories%25252Fit-service-management-itsm-tools%2526source%253Dcategory&secure%5Btoken%5D=be5479e955f9681d087a54174a590de6d30e7eef05a5dac837b91200e12f2fff&secure%5Burl%5D=https%3A%2F%2Fgo.ezo.io%2Fassetsonar%2Fit-asset-management-software_of%2F%3Futm_source%3Dpaid_advertising%26utm_medium%3Dg2%26utm_campaign%3Dg2-clicks&secure%5Burl_type%5D=custom_url)

### [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews)

ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation.

**Average Rating:** 4.5/5.0

**Total Reviews:** 1,821

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

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.9/10)
- **Administration Console:** 8.6/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.4/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.1/10 (Category avg: 8.7/10)

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

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** www.servicenow.com
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow  
55,548 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Consultant, Software Engineer
- **Top Industries:** Information Technology and Services, Hospital & Health Care
- **Company Size:** 65% Large, 19% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of ServiceNow IT Service Management, streamlining service management tasks efficiently.
- Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility.
- Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction.
- Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management.
- Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency.

##### Cons

- Users find the **learning curve steep** , requiring significant knowledge and configuration for effective use of ServiceNow ITSM.
- Users find ServiceNow ITSM **too expensive** , particularly due to high licensing and implementation costs for advanced features.
- Users find the **complexity** of ServiceNow IT Service Management challenging, especially without dedicated expertise and adequate training.
- Users find the **limited customization** options in ServiceNow IT Service Management can hinder optimal functionality and usability.
- Users find **customization difficult** in ServiceNow IT Service Management, contributing to a steep learning curve and added costs.

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

**["Reliable IT Organization with SLA Tracking"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13127154)**

**Rating:** 5.0/5.0 stars

_— Vikas O._

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

**["Effortless Incident Management with Real-Time Updates"](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13173823)**

**Rating:** 5.0/5.0 stars

_— Manket K._

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

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

- [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments
- [What is service management software?](https://www.g2.com/discussions/what-is-service-management-software)
- [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment
- [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment
- [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) - 2 comments

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

NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work.

**Average Rating:** 4.7/5.0

**Total Reviews:** 4,942

#### How Do G2 Users Rate NinjaOne?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.9/10)
- **Administration Console:** 9.0/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.4/10 (Category avg: 8.2/10)
- **Process Workflow:** 7.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind NinjaOne?

- **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone)
- **Company Website:** www.ninjaone.com
- **Year Founded:** 2013
- **HQ Location:** Austin, Texas
- **Twitter:** @NinjaOne  
3,607 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/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 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager, Owner
- **Top Industries:** Information Technology and Services, Computer & Network Security
- **Company Size:** 47% Medium, 45% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of NinjaOne, streamlining asset management and automating essential tasks effortlessly.
- Users praise the **powerful automation** capabilities of NinjaOne, enhancing efficiency and simplifying device management.
- Users appreciate the **easy navigation and dashboard** of NinjaOne, facilitating quick device management and monitoring.
- Users praise NinjaOne for its **automated updates and efficient alerts** , significantly simplifying server management and saving time.
- Users value the **excellent customer support** from NinjaOne, noting quick access to knowledgeable staff and practical solutions.

##### Cons

- Users feel the **missing features** limit functionality, particularly lacking client and customer portal capabilities.
- Users find the **search function lacking** , and the interface can confuse end users with unclear icons.
- Users find NinjaOne has **limited features** , especially in mobile app functionality and device management options.
- Users find that NinjaOne needs **improvement in search functionality** and a better ticketing dashboard for efficiency tracking.
- Users report facing **feature issues** with function settings and a lack of adequate role-based controls in NinjaOne.

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

**["Impowered Our MSP to Resolve Issues Quickly and Grow Quickly"](https://www.g2.com/survey_responses/ninjaone-review-10168731)**

**Rating:** 4.5/5.0 stars

_— Robert M._

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

**["Revolutionalised Our Workflows"](https://www.g2.com/survey_responses/ninjaone-review-8785777)**

**Rating:** 5.0/5.0 stars

_— Drew B._

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

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

- [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments
- [Does Office 365 Backup your data?](https://www.g2.com/discussions/does-office-365-backup-your-data) - 3 comments
- [What does Dropsuite Backup?](https://www.g2.com/discussions/what-does-dropsuite-backup) - 1 comment

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

Jira Service Management è una soluzione di gestione dei servizi IT (ITSM). Costruito sulla piattaforma Atlassian, Jira Service Management consente ai team di fornire e gestire servizi per stakeholder interni ed esterni. I team, dallo sviluppo all'IT fino alle risorse umane, utilizzano Jira Service Management per ricevere richieste dai dipendenti, rispondere agli incidenti, implementare modifiche per migliorare prodotti o servizi, tracciare asset, rendere visibile la conoscenza e automatizzare i flussi di lavoro.

**Average Rating:** 4.3/5.0

**Total Reviews:** 964

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

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

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

- **Venditore:** [Atlassian](https://www.g2.com/it/sellers/atlassian)
- **Sito web dell'azienda:** www.atlassian.com
- **Anno di Fondazione:** 2002
- **Sede centrale:** Sydney and San Francisco
- **Twitter:** @Atlassian  
106,496 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2a96146f2051a6b8a9a49a13db5b2aa2c98263324b90f1bc18b4ceec70d380b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlassian&secure%5Burl_type%5D=linkedin_company_website)  
21,081 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Software Engineer, Senior Software Engineer
- **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer
- **Company Size:** 43% Medium, 38% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti apprezzano la **facilità d'uso** in Jira Service Management, facilitando una collaborazione fluida tra i dipartimenti e una personalizzazione efficace.
- Gli utenti apprezzano l' **integrazione senza soluzione di continuità** di Jira Service Management con gli strumenti Atlassian, migliorando la collaborazione tra i team.
- Gli utenti apprezzano l' **automazione integrata** in Jira Service Management, che semplifica compiti come l'assegnazione dei ticket e le notifiche.
- Gli utenti apprezzano il sistema di **gestione dei ticket user-friendly** che semplifica il tracciamento degli incidenti e garantisce operazioni fluide.
- Gli utenti apprezzano la **facilità di tracciamento** di Jira Service Management, evidenziando il suo robusto tracciamento SLA e la gestione efficiente dei problemi.

##### Cons

- Gli utenti evidenziano la **ripida curva di apprendimento** di Jira Service Management, rendendolo impegnativo per i team nuovi o non tecnici.
- Gli utenti trovano la **ripida curva di apprendimento** di Jira Service Management scoraggiante, rendendo l'impostazione e la configurazione iniziali difficili.
- Gli utenti trovano la **ripida curva di apprendimento** di Jira Service Management impegnativa, ostacolando l'adozione per i team nuovi o non tecnici.
- Gli utenti trovano il **processo di configurazione complesso** di Jira Service Management impegnativo, in particolare per i nuovi utenti e i team non tecnici.
- Gli utenti trovano l' **interfaccia complessa** impegnativa, specialmente per le metriche personalizzate e i controlli rapidi, influenzando il loro flusso di lavoro.

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

**["Visibilità Chiara dei Ticket e Comunicazione Fluida in Jira Service Management"](https://www.g2.com/it/survey_responses/jira-service-management-review-13195687)**

**Rating:** 5.0/5.0 stars

_— Sree K._

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

**["Integrazione Jira senza soluzione di continuità che semplifica le richieste di servizio e i flussi di lavoro di supporto"](https://www.g2.com/it/survey_responses/jira-service-management-review-13071435)**

**Rating:** 4.5/5.0 stars

_— Ravindra N._

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

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

- [A cosa serve Jira Service Management?](https://www.g2.com/it/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote
- [Cosa fa Jira Service Desk?](https://www.g2.com/it/discussions/what-does-jira-service-desk-do) - 1 comment
- [Does Jira Service Desk include JIRA software?](https://www.g2.com/it/discussions/does-jira-service-desk-include-jira-software)
- [Quali sono le caratteristiche di JIRA?](https://www.g2.com/it/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment
- [Jira è uno strumento di gestione dei servizi?](https://www.g2.com/it/discussions/is-jira-a-service-management-tool) - 2 comments

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

Freshservice di Freshworks è una piattaforma ServiceOps alimentata dall'IA, costruita per le imprese moderne che hanno bisogno di muoversi rapidamente senza sacrificare il controllo. Unificando ITSM, ITOM, gestione degli asset IT e gestione dei servizi aziendali su un'unica piattaforma con un livello di dati condiviso, Freshservice elimina la dispersione degli strumenti e le lacune di visibilità che rallentano i team, creando un'unica fonte di verità tra servizi, asset e infrastruttura. I team IT ottengono piena visibilità nel loro ambiente: scoperta automatizzata, un robusto CMDB per l'analisi dell'impatto e la risoluzione delle cause principali, e gestione semplificata degli incidenti, dei problemi, dei cambiamenti e degli incidenti maggiori. Oltre all'IT, Freshservice si estende senza soluzione di continuità a HR, finanza e strutture, offrendo a ogni team aziendale la stessa esperienza di servizio coerente ed efficiente senza la complessità di strumenti separati. Freshservice è dotato di uno strato di IA nativamente integrato chiamato Freddy AI, che aiuta gli agenti a risolvere i problemi più velocemente, automatizza le richieste di servizio dei dipendenti e fornisce ai leader le informazioni necessarie per prendere decisioni migliori. Il risultato non è solo un servizio più veloce; è un'operazione fondamentalmente più proattiva che individua e risolve i problemi prima che impattino sui dipendenti.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,299

#### How Do G2 Users Rate Freshservice?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.1/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 8.9/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 8.1/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 8.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Freshservice?

- **Venditore:** [Freshworks](https://www.g2.com/it/sellers/freshworks)
- **Sito web dell'azienda:** www.freshworks.com
- **Anno di Fondazione:** 2010
- **Sede centrale:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 follower su Twitter
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
7,505 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager, IT Director
- **Top Industries:** Tecnologia dell'informazione e servizi, Software per computer
- **Company Size:** 61% Medium, 21% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti evidenziano la **facilità d'uso** di Freshservice, apprezzandone il design intuitivo e la gestione efficiente dei ticket.
- Gli utenti apprezzano l' **interfaccia intuitiva e le funzionalità estese** di Freshservice, semplificando sia i compiti complessi che le attività quotidiane.
- Gli utenti apprezzano le **funzionalità di automazione** di Freshservice, migliorando significativamente l'efficienza e semplificando i processi di gestione dei ticket.
- Gli utenti elogiano la **varietà di opzioni di organizzazione dei ticket** in Freshservice, migliorando l'efficienza e l'esperienza utente.
- Gli utenti apprezzano la **gestione intuitiva dei ticket** in Freshservice, migliorando l'usabilità e semplificando i processi di approvazione interna.

##### Cons

- Gli utenti trovano le **funzionalità mancanti** in Freshservice frustranti, in particolare la mancanza di reportistica intuitiva e funzionalità di ricerca.
- Gli utenti trovano le **funzionalità limitate** di Freshservice restrittive, influenzando l'efficacia della reportistica e della gestione dei progetti.
- Gli utenti trovano la **curva di apprendimento ripida** , con configurazioni complicate e funzionalità di reportistica non intuitive che causano frustrazione.
- Gli utenti trovano **opzioni di personalizzazione limitate** in Freshservice, il che può limitare l'adattamento del sistema alle esigenze specifiche dell'azienda.
- Gli utenti trovano **i problemi di ticketing** frustranti, specialmente con la segnalazione confusa e la difficoltà nell'estrarre dati per la gestione.

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

**["Automazione intuitiva senza codice con utili integrazioni API e reportistica"](https://www.g2.com/it/survey_responses/freshservice-review-13141245)**

**Rating:** 5.0/5.0 stars

_— Shubham C._

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

**["Pulito, personalizzabile e veloce—Freshservice ci mantiene organizzati"](https://www.g2.com/it/survey_responses/freshservice-review-13160237)**

**Rating:** 4.5/5.0 stars

_— Enrique L._

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

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

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

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

Atera sta definendo la categoria dell'IT autonomo, dove agenti AI risolvono incidenti tecnici dall'inizio alla fine, senza un tecnico nel processo. La piattaforma di gestione IT nativa AI di Atera consolida RMM, helpdesk, ticketing, reportistica avanzata e automazione, permettendo ai team IT e agli MSP di gestire e proteggere l'infrastruttura, automatizzare compiti e migliorare la qualità del servizio riducendo i tempi di inattività e migliorando gli SLA. L'agente AI autonomo di Atera, Robin, rileva, diagnostica, risolve e verifica gli incidenti agendo direttamente su dispositivi, server, reti e mainframe, risolvendo completamente incidenti di livello 1 e complessi di livello 2. 1) Risoluzione senza attesa. Robin non si limita a suggerire o assistere, agisce e risolve, da solo, istantaneamente. 2) Copertura sempre attiva, giorno e notte. Robin estende la portata del tuo team 24 ore su 24, risolvendo problemi alle 2 del mattino con la stessa affidabilità delle 2 del pomeriggio, così il tuo team non è l'unica linea di difesa quando si tratta di combattere i tempi di inattività. 3) Un tecnico IT personale per ogni dipendente. Un agente AI intelligente e consapevole del contesto che comprende il tuo ambiente, si adatta a ogni utente e risponde istantaneamente. Costruito su un'architettura brevettata, Robin opera come un sistema di azione all'interno del tuo ambiente aziendale esistente, aderendo ai più alti standard di sicurezza e conformità di livello aziendale. È governato da guide configurabili, un tracciato completo di audit e flussi di lavoro di approvazione, quindi l'autonomia non viene mai a scapito del controllo. Più di 13.000 organizzazioni in oltre 120 paesi si affidano ad Atera per mantenere il loro personale operativo, senza interruzioni. Scopri come Atera può aiutarti a raggiungere un'efficienza organizzativa senza pari su www.atera.com.

**Average Rating:** 4.6/5.0

**Total Reviews:** 1,223

#### How Do G2 Users Rate Atera?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.2/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 8.9/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 8.2/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 8.4/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Atera?

- **Venditore:** [Atera](https://www.g2.com/it/sellers/atera)
- **Sito web dell'azienda:** www.atera.com
- **Anno di Fondazione:** 2011
- **Sede centrale:** Tel Aviv
- **Twitter:** @AteraCloud  
1,675 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=d38cf3be9c748c5d823f0616da1e9a35094eec1b19735765c7c4c229a7d79702&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F98739%2F&secure%5Burl_type%5D=linkedin_company_website)  
416 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner, IT Manager
- **Top Industries:** Tecnologia dell'informazione e servizi, Sicurezza informatica e di rete
- **Company Size:** 55% Small, 31% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti trovano Atera incredibilmente **facile da usare** , semplificando la gestione delle workstation e dei server in un unico posto.
- Gli utenti apprezzano i **potenti strumenti di automazione** di Atera, che consentono una gestione efficiente delle workstation e dei server tramite script e accesso remoto.
- Gli utenti apprezzano il **cruscotto tutto-in-uno** di Atera, che semplifica il loro flusso di lavoro e migliora drasticamente la produttività.
- Gli utenti apprezzano l' **efficienza** di Atera, notando che la sua automazione e facilità d'uso semplificano la gestione dei loro dispositivi.
- Gli utenti apprezzano il **monitoraggio proattivo** di Atera, migliorando l'efficienza con un dashboard tutto-in-uno senza soluzione di continuità per un flusso di lavoro migliore.

##### Cons

- Gli utenti notano **funzionalità mancanti** come le liste di controllo e un contesto di avviso insufficiente, complicando la loro esperienza complessiva con Atera.
- Gli utenti trovano le **funzionalità limitate** di Atera restrittive, specialmente nell'app mobile e nelle opzioni di fatturazione.
- Gli utenti segnalano che **è necessario un miglioramento** nei cambiamenti dell'interfaccia di Atera e nell'affidabilità dell'accesso remoto, influenzando i flussi di lavoro.
- Gli utenti notano che **i tempi di caricamento dei report e la personalizzazione limitata** possono ostacolare l'efficienza e l'usabilità all'interno di Atera.
- Gli utenti evidenziano **problemi di funzionalità** con Atera, inclusi incrementi di fatturazione scomodi e cambiamenti dell'interfaccia che disturbano.

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

**["Monitoraggio stabile, pulito e facile con AI integrata"](https://www.g2.com/it/survey_responses/atera-review-13213152)**

**Rating:** 4.5/5.0 stars

_— Dieter S._

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

**["RMM facile da usare con patching forte, scripting e una vista centrale dei dispositivi"](https://www.g2.com/it/survey_responses/atera-review-13223481)**

**Rating:** 4.0/5.0 stars

_— Kyle R._

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

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

- [A cosa serve Atera?](https://www.g2.com/it/discussions/what-is-atera-used-for) - 1 comment
- [Qual è il miglior strumento RMM?](https://www.g2.com/it/discussions/what-is-the-best-rmm-tool) - 1 comment
- [Atera è sicuro?](https://www.g2.com/it/discussions/is-atera-safe) - 2 comments
- [Che cos'è atera RMM?](https://www.g2.com/it/discussions/what-is-atera-rmm) - 1 comment
- [Che cos'è il software Atera?](https://www.g2.com/it/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:** 12,991

#### 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?

**["Keeps Daily Operations Organized and Effective"](https://www.g2.com/survey_responses/clickup-review-13207666)**

**Rating:** 4.0/5.0 stars

_— Hayley P._

[Read full review](https://www.g2.com/survey_responses/clickup-review-13207666)

**["BEST Project Management and Dashboard Tool on the Planet"](https://www.g2.com/survey_responses/clickup-review-6899099)**

**Rating:** 4.5/5.0 stars

_— Katrina J._

[Read full review](https://www.g2.com/survey_responses/clickup-review-6899099)

#### 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

### [IBM Maximo IT](https://www.g2.com/it/products/ibm-maximo-it/reviews)

IBM Maximo IT consente una gestione unificata dei servizi IT e degli asset. Migliora drasticamente gli Indicatori Chiave di Prestazione (KPI) nella fornitura di servizi, nell'utilizzo degli asset e nel tasso di cambiamento a supporto di un business efficiente e ad alta velocità. La velocità del cambiamento spesso determina se un'azienda può mantenere un vantaggio competitivo e prosperare. Convergenza IT/OT Gli asset fisici aziendali connessi (IoT) sono ora parte dei sistemi IT end-to-end. Il miglioramento rapido di questi sistemi end-to-end, minimizzando le interruzioni del servizio, è al cuore della competitività aziendale e della soluzione Control Desk. La Gestione dei Servizi Aziendali (ESM) è la pratica di applicare le pratiche IT ai servizi della Linea di Business (LOB) aziendale per migliorarne le prestazioni, l'efficienza e la capacità di cambiare senza interruzioni. L'ESM stabilisce processi comuni, ruoli, terminologia e pratiche per gestire in modo olistico i mondi fisico e digitale, mentre Control Desk consente all'azienda di fornire ESM. Le capacità di IBM Maximo IT (insieme alla Maximo Application Suite) consentono un ESM unificato per un miglior supporto della convergenza IT/OT (HW, SW, tracciamento dei dispositivi e firmware). Migliora drasticamente gli Indicatori Chiave di Prestazione (KPI) nella fornitura di servizi, nell'utilizzo degli asset e nel tasso di cambiamento in tutta l'azienda. Riduci le chiamate al help desk Il Catalogo dei Servizi e l'Enterprise App Store consentono agli utenti finali di selezionare i servizi disponibili e distribuire software approvato sui loro dispositivi senza l'aiuto del personale IT. Migliora le risoluzioni al primo contatto I professionisti IT beneficiano delle capacità di automazione dei processi basate sulle migliori pratiche, della gestione integrata delle conoscenze e dei problemi, e della visibilità sugli asset, sulla configurazione e sulle informazioni sui cambiamenti. Riduci le interruzioni Circa l'80% delle organizzazioni può ridurre il rischio aziendale utilizzando analisi avanzate dell'impatto e procedure di cambiamento automatizzate per garantire l'integrità dell'infrastruttura esistente.

**Average Rating:** 4.2/5.0

**Total Reviews:** 16

#### How Do G2 Users Rate IBM Maximo IT?

- **Ritiene che the product sia stato un valido partner commerciale?:** 7.9/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 9.0/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 8.6/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 9.1/10 (Category avg: 8.7/10)

#### Who Is the Company Behind IBM Maximo IT?

- **Venditore:** [IBM](https://www.g2.com/it/sellers/ibm)
- **Anno di Fondazione:** 1911
- **Sede centrale:** Armonk, New York, United States
- **Twitter:** @IBMSecurity  
74,660 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=14b544adaece4fdbc987f1d7f7028048c22259946811200cc751263825586af9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1009%2F&secure%5Burl_type%5D=linkedin_company_website)  
328,202 dipendenti su LinkedIn®
- **Proprietà:** SWX:IBM

#### Who Uses This Product?

- **Top Industries:** Tecnologia dell'informazione e servizi
- **Company Size:** 47% Medium, 35% Small

#### What Are Recent G2 Reviews of IBM Maximo IT?

**["Funzionalità ricca, interfaccia utente fresca e forte supporto API"](https://www.g2.com/it/survey_responses/ibm-maximo-it-review-12953935)**

**Rating:** 4.5/5.0 stars

_— Marc H._

[Read full review](https://www.g2.com/it/survey_responses/ibm-maximo-it-review-12953935)

**["IBM Maximo IT: La soluzione ITSM più completa e scalabile sul mercato, ora pronta per l'IA"](https://www.g2.com/it/survey_responses/ibm-maximo-it-review-12902326)**

**Rating:** 5.0/5.0 stars

_— Zeyad E._

[Read full review](https://www.g2.com/it/survey_responses/ibm-maximo-it-review-12902326)

#### What Are G2 Users Discussing About IBM Maximo IT?

- [A cosa serve IBM Control Desk?](https://www.g2.com/it/discussions/what-is-ibm-control-desk-used-for)

### [monday service](https://www.g2.com/it/products/monday-service/reviews)

monday service è una piattaforma di gestione dei servizi aziendali alimentata dall'IA, progettata per aiutare le organizzazioni a scalare il servizio senza aggiungere personale o complessità. Con l'IA integrata, monday service aiuta i team a gestire, instradare e risolvere le richieste più velocemente in ambito IT, HR, Operazioni, Finanza e altro ancora. Invece di affidarsi a gestioni manuali o flussi di lavoro statici, l'IA aiuta i team di servizio a eseguire il lavoro in modo efficiente, riducendo lo sforzo ripetitivo e garantendo che i casi complessi siano gestiti con il giusto livello di supervisione. Al centro di monday service c'è l'Agents Workforce - una forza lavoro di servizio alimentata dall'IA composta da agenti specializzati che risolvono autonomamente le richieste e agiscono in tutta l'organizzazione, mentre i team rimangono saldamente in controllo. Costruiti nativamente sulla piattaforma monday.com, gli agenti utilizzano la cronologia dei ticket, la conoscenza organizzativa e il contesto aziendale in tempo reale per fornire un servizio accurato e allineato alle politiche fin dal primo giorno. Con orchestrazione integrata, guide di sicurezza e monitoraggio in tempo reale, i team possono distribuire, supervisionare e scalare l'IA in sicurezza man mano che la domanda di servizi cresce. Con l'IA senza codice e l'automazione, i team possono distribuire e ottimizzare i flussi di lavoro in pochi minuti. Man mano che la domanda di servizi cresce, l'IA aiuta ad assorbire il lavoro ad alto volume, ridurre l'arretrato e proteggere gli SLA, liberando i team per concentrarsi su iniziative a maggiore impatto invece di combattere costantemente gli incendi. A differenza degli strumenti ESM legacy che separano il ticketing dall'esecuzione, monday service collega le richieste direttamente ai flussi di lavoro, ai progetti e al lavoro inter-team. Le risoluzioni innescano azioni reali, aggiornando i sistemi e facendo avanzare il lavoro in tempo reale. Permessi di livello aziendale, guide di sicurezza e monitoraggio forniscono piena visibilità e controllo sui processi alimentati dall'IA su larga scala. Che si tratti di sostituire una soluzione ESM legacy o di lanciare la gestione dei servizi per la prima volta, monday service offre un rapido ritorno sull'investimento, un'adozione intuitiva e un'esecuzione scalabile guidata dall'IA, con un'implementazione minima. Servizio su larga scala. Senza perdere il controllo. Capacità chiave: Intake ticket omnicanale Agenti AI autonomi per la gestione, l'instradamento e la risoluzione end-to-end Flussi di lavoro e automazione senza codice Dashboard e reportistica Monitoraggio SLA e approfondimenti sulle prestazioni Gestione di progetti, problemi e incidenti

**Average Rating:** 4.4/5.0

**Total Reviews:** 173

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

- **Ritiene che the product sia stato un valido partner commerciale?:** 8.7/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 9.0/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 9.0/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 9.2/10 (Category avg: 8.7/10)

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

- **Venditore:** [monday.com](https://www.g2.com/it/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b)
- **Sito web dell'azienda:** monday.com
- **Anno di Fondazione:** 2012
- **Sede centrale:** Tel Aviv
- **Twitter:** @mondaydotcom  
40,761 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=efcc1bc784d43448424f5b18a6e2f5d5488a066e911204b167572629a6d9b361&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmondaydotcom&secure%5Burl_type%5D=linkedin_company_website)  
3,837 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing e pubblicità, Tecnologia dell'informazione e servizi
- **Company Size:** 48% Medium, 35% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti trovano l' **facilità d'uso** del servizio Monday inestimabile, semplificando l'adattamento e migliorando l'efficienza dei loro processi.
- Gli utenti apprezzano la **flessibilità e adattabilità** del servizio Monday, migliorando significativamente la loro efficienza e gestione del flusso di lavoro.
- Gli utenti apprezzano le **funzionalità di automazione** di monday.com, che semplificano i processi e migliorano significativamente la produttività.
- Gli utenti apprezzano l' **organizzazione intuitiva** e le funzionalità di gestione visiva del servizio monday, migliorando il monitoraggio delle attività e la comunicazione.
- Gli utenti apprezzano le **capacità organizzative** del servizio monday, migliorando la collaborazione del team e semplificando la comunicazione senza problemi.

##### Cons

- Gli utenti trovano frustranti le **funzionalità limitate** di Monday, specialmente la dipendenza dalle integrazioni di terze parti e i vincoli del flusso di lavoro.
- Gli utenti trovano **funzionalità limitate** nelle caratteristiche di automazione e reportistica, il che ostacola la personalizzazione e la flessibilità nei flussi di lavoro.
- Gli utenti riscontrano occasionalmente **problemi di prestazioni** con tempi di caricamento lenti, specialmente su schede grandi o PC più vecchi.
- Gli utenti esprimono preoccupazione per le **opzioni di automazione limitate** , che ostacolano la flessibilità e complicano i flussi di lavoro senza costosi aggiornamenti.
- Gli utenti trovano il servizio di lunedì **non intuitivo** , con una navigazione complicata e prestazioni lente che ostacolano la loro esperienza complessiva.

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

**["Richieste centralizzate, potenti automazioni e approfondimenti in tempo reale con il servizio monday"](https://www.g2.com/it/survey_responses/monday-service-review-13222333)**

**Rating:** 4.5/5.0 stars

_— Ashley B._

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

**["Facile da navigare, aggiornato regolarmente e adattabile a molti flussi di lavoro"](https://www.g2.com/it/survey_responses/monday-service-review-13116016)**

**Rating:** 5.0/5.0 stars

_— Utente verificato in Produzione media_

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

### [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/it/products/harmony-2026-03-02/reviews)

Harmony è una piattaforma di gestione dei servizi aziendali incentrata sull'IA, progettata per operare autonomamente. Al suo centro, Harmony è un agente di help desk intelligente alimentato da dozzine di agenti pronti all'uso e proattivi, con generazione continua di conoscenze e un costruttore di flussi di lavoro AI flessibile. Harmony si integra perfettamente con i tuoi strumenti ITSM esistenti, permettendoti di iniziare da dove sei e passare al sistema completo di registrazione di Harmony quando sei pronto. Eliminando l'attesa, le congetture e il caos operativo, Harmony consente ai team IT di andare oltre il supporto reattivo e raggiungere operazioni veramente autonome.

**Average Rating:** 4.8/5.0

**Total Reviews:** 67

#### How Do G2 Users Rate Harmony?

- **Ritiene che the product sia stato un valido partner commerciale?:** 10.0/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 10.0/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 10.0/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 10.0/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Harmony?

- **Venditore:** [Harmony](https://www.g2.com/it/sellers/harmony-ff273a8e-9d4e-4270-bccd-ce0efef47f7f)
- **Sito web dell'azienda:** harmony.io
- **Anno di Fondazione:** 2025
- **Sede centrale:** New York, US
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** IT Manager
- **Top Industries:** Tecnologia dell'informazione e servizi, Sicurezza informatica e di rete
- **Company Size:** 57% Medium, 28% Small

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

**["La migliore automazione IT che abbia mai usato - Ha trasformato completamente le nostre operazioni"](https://www.g2.com/it/survey_responses/harmony-review-12612560)**

**Rating:** 5.0/5.0 stars

_— Or T._

[Read full review](https://www.g2.com/it/survey_responses/harmony-review-12612560)

**["L'armonia ci libera dai compiti manuali e migliora l'esperienza utente IT"](https://www.g2.com/it/survey_responses/harmony-review-12525449)**

**Rating:** 5.0/5.0 stars

_— Danny F._

[Read full review](https://www.g2.com/it/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/it/products/milvus-ti/reviews)

Milvus è una piattaforma completa per la gestione del servizio clienti, delle relazioni con i clienti e degli asset IT, sviluppata per le aziende che cercano di centralizzare i processi, aumentare l'efficienza operativa e migliorare l'esperienza del cliente. La soluzione riunisce in un unico ambiente risorse di Help Desk, gestione dei ticket, inventario IT, assistenza multicanale (e-mail, chat, WhatsApp e altri) e automazione dei processi, permettendo un maggiore controllo, visibilità e standardizzazione delle operazioni di supporto e assistenza. Con un focus su semplicità, scalabilità e integrazione, Milvus si connette facilmente a strumenti di CRM, marketing e vendite, aiutando i team a prendere decisioni basate sui dati e a monitorare gli indicatori in tempo reale. È ideale per aziende di diverse dimensioni che desiderano professionalizzare il supporto, organizzare gli asset tecnologici e rafforzare la relazione con i propri clienti.

**Average Rating:** 4.8/5.0

**Total Reviews:** 132

#### How Do G2 Users Rate Milvus TI?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.4/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 8.8/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 9.2/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 8.9/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Milvus TI?

- **Venditore:** [Milvus](https://www.g2.com/it/sellers/milvus)
- **Sede centrale:** São Caetano do Sul, BR
- **Pagina LinkedIn®:** [www.linkedin.com](https://www.g2.com/it/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 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Analista di Supporto, Analista IT
- **Top Industries:** Tecnologia dell'informazione e servizi, Reti informatiche
- **Company Size:** 45% Small, 42% Medium

#### What Do G2 Reviewers Say About Milvus TI?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti beneficiano delle **funzionalità di gestione efficiente dei ticket e automazione** di Milvus TI, semplificando efficacemente le operazioni quotidiane.
- Gli utenti elogiano le **funzionalità di automazione** di Milvus TI, riducendo significativamente i carichi di lavoro manuali e migliorando l'efficienza.
- Gli utenti elogiano l' **efficienza** di Milvus TI, semplificando la gestione dei ticket e migliorando le operazioni quotidiane con l'automazione.
- Gli utenti apprezzano l' **efficienza gestionale** di Milvus TI, automatizzando compiti e migliorando le operazioni quotidiane senza intoppi.
- Gli utenti apprezzano l' **integrazione di WhatsApp** in Milvus TI, che semplifica la gestione dei ticket e migliora l'efficienza operativa.

##### Cons

- Gli utenti riscontrano **problemi di connessione** con Milvus TI, specialmente su hardware più vecchio, portando a prestazioni lente e inaffidabilità.
- Gli utenti trovano i **problemi di prestazioni** di Milvus TI preoccupanti, in particolare su hardware più vecchio con connessioni lente.
- Gli utenti trovano Milvus TI **inizialmente complesso** a causa dell'uso dei filtri, ma diventa gestibile con il tempo e l'impegno.
- Gli utenti riscontrano **problemi di latenza** con Milvus TI, specialmente su hardware più vecchio, influenzando le prestazioni e la velocità di connessione.
- Gli utenti trovano la **curva di apprendimento ripida** con Milvus TI, rendendolo inizialmente complesso per coloro che non hanno familiarità con i filtri.

#### What Are Recent G2 Reviews of Milvus TI?

**["Sistema intuitivo con inventario, assistenza e ticket completi, buon rapporto qualità-prezzo"](https://www.g2.com/it/survey_responses/milvus-ti-review-12376802)**

**Rating:** 4.0/5.0 stars

_— Gabriel M._

[Read full review](https://www.g2.com/it/survey_responses/milvus-ti-review-12376802)

**["Dashboard strategici che elevano la gestione del supporto in tempo reale"](https://www.g2.com/it/survey_responses/milvus-ti-review-12378087)**

**Rating:** 5.0/5.0 stars

_— Pytter S._

[Read full review](https://www.g2.com/it/survey_responses/milvus-ti-review-12378087)

### [ConnectWise RMM](https://www.g2.com/it/products/connectwise-rmm/reviews)

ConnectWise RMM è una soluzione di monitoraggio e gestione remota (RMM) nativa del cloud progettata per i professionisti IT che devono monitorare, gestire e supportare ambienti IT diversificati. Fornisce visibilità centralizzata, allerta intelligente e automazione avanzata per aiutare i team a affrontare proattivamente le sfide IT e prevenire i tempi di inattività. Monitoraggio e Visibilità Completi ConnectWise RMM offre monitoraggio 24/7 su endpoint, reti, backup, salute e disponibilità del cloud e postura di sicurezza. Dashboard unificate riuniscono queste informazioni in un unico luogo, rendendo più facile identificare i problemi e agire prima che questi influenzino gli utenti finali. Con oltre 1.200 avvisi mantenuti da esperti, il sistema può ridurre il rumore tipico degli avvisi RMM fino al 90% senza sacrificare la visibilità, aiutando i tecnici a concentrarsi su problemi significativi invece di perdere tempo a esaminare falsi positivi. Gestione Automatica delle Patch La soluzione include la gestione automatica delle patch del sistema operativo e di terze parti per oltre 7.000 applicazioni. In modo unico, gli aggiornamenti di sicurezza del sistema operativo Windows sono esaminati e approvati dagli esperti del NOC di ConnectWise prima di ogni rilascio. Questo aiuta i team a applicare le patch più velocemente e con maggiore fiducia per ridurre le vulnerabilità, semplificare la conformità e mantenere i sistemi ottimizzati. Automazione Avanzata e Scripting ConnectWise RMM fornisce capacità di automazione come l'automazione integrata per selezionare avvisi intelligenti, la generazione di script assistita dall'IA e l'orchestrazione del flusso di lavoro multi-soluzione. Questi strumenti semplificano le attività di manutenzione di routine, applicano standard coerenti e consentono una risposta più rapida agli eventi IT comuni. I team possono completare il lavoro fino al 75% più velocemente, riducendo lo sforzo manuale ripetitivo e creando più tempo per progetti strategici. Scalabilità e Gestione degli Endpoint ConnectWise RMM è costruito per supportare una vasta gamma di aziende, inclusi ambienti grandi e complessi, con la capacità di gestire più di 100.000 dispositivi in un singolo tenant. Unificando monitoraggio, patching, automazione e scripting in un'unica soluzione, i professionisti IT possono fornire un servizio affidabile, ridurre il volume dei ticket e migliorare le prestazioni IT complessive. La visibilità multi-sito, i componenti aggiuntivi flessibili e l'integrazione senza soluzione di continuità con strumenti di sicurezza, backup e gestione aziendale rendono facile adattarsi man mano che gli ambienti crescono senza aggiungere complessità non necessarie.

**Average Rating:** 4.2/5.0

**Total Reviews:** 63

#### How Do G2 Users Rate ConnectWise RMM?

- **Ritiene che the product sia stato un valido partner commerciale?:** 8.2/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 8.5/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 8.5/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 7.5/10 (Category avg: 8.7/10)

#### Who Is the Company Behind ConnectWise RMM?

- **Venditore:** [ConnectWise](https://www.g2.com/it/sellers/connectwise)
- **Sito web dell'azienda:** www.connectwise.com
- **Anno di Fondazione:** 1982
- **Sede centrale:** Tampa, FL
- **Twitter:** @ConnectWise  
14,926 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=825d5a968a56320f556cad3f9dfc8c57c880640eedc7d064eddf33e0f8d1e867&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F48576%2F&secure%5Burl_type%5D=linkedin_company_website)  
3,401 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Tecnologia dell'informazione e servizi, Sicurezza informatica e di rete
- **Company Size:** 68% Small, 26% Medium

#### What Do G2 Reviewers Say About ConnectWise RMM?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti apprezzano la **facilità d'uso** di ConnectWise RMM, trovandolo utile per compiti di monitoraggio e automazione.
- Gli utenti apprezzano l' **accesso remoto senza interruzioni** di ConnectWise RMM, che consente un supporto efficiente da qualsiasi luogo con un ritardo minimo.
- Gli utenti apprezzano **l'automazione** in ConnectWise RMM, apprezzando la sua comodità nella gestione delle attività e nel miglioramento della sicurezza.
- Gli utenti apprezzano la **Soluzione Tutto-in-Uno** di ConnectWise RMM per la sua semplicità e le sue capacità di gestione efficaci.
- Gli utenti apprezzano l'interfaccia **user-friendly** di ConnectWise RMM, migliorando la visibilità e l'efficienza nella gestione delle organizzazioni.

##### Cons

- Gli utenti sono frustrati dalle **funzionalità mancanti** in ConnectWise RMM, ostacolando l'efficienza del flusso di lavoro e dei report.
- Gli utenti sperimentano **un supporto clienti scadente** , affrontando spesso ritardi e problemi di comunicazione che ostacolano la risoluzione tempestiva dei problemi.
- Gli utenti trovano **problemi di funzionalità** in ConnectWise RMM, portando a complessità e sottoutilizzo per le piccole imprese.
- Gli utenti affrontano significativi **problemi di integrazione** con ConnectWise RMM, che influenzano la funzionalità e causano problemi di connettività.
- Gli utenti trovano ConnectWise RMM **costoso** a causa delle tariffe per dispositivo e per tecnico, cercando opzioni più convenienti.

#### What Are Recent G2 Reviews of ConnectWise RMM?

**["Connectwise RMM è un piacere con cui lavorare, ha ciò che serve per essere uno strumento RMM competitivo."](https://www.g2.com/it/survey_responses/connectwise-rmm-review-6936634)**

**Rating:** 5.0/5.0 stars

_— Parag R._

[Read full review](https://www.g2.com/it/survey_responses/connectwise-rmm-review-6936634)

**["Accedi e mantieni i tuoi endpoint da un browser web"](https://www.g2.com/it/survey_responses/connectwise-rmm-review-11353101)**

**Rating:** 4.5/5.0 stars

_— Utente verificato in Sicurezza informatica e di rete_

[Read full review](https://www.g2.com/it/survey_responses/connectwise-rmm-review-11353101)

#### What Are G2 Users Discussing About ConnectWise RMM?

- [Che cos'è l'agente desktop Continuum?](https://www.g2.com/it/discussions/what-is-continuum-desktop-agent) - 1 comment
- [What is Continuum command?](https://www.g2.com/it/discussions/what-is-continuum-command)
- [What is Continuum RMM?](https://www.g2.com/it/discussions/what-is-continuum-rmm)

### [Alloy Navigator](https://www.g2.com/it/products/alloy-navigator/reviews)

Alloy Navigator è una soluzione di gestione dei servizi e delle risorse IT basata sull'intelligenza artificiale che consente alle organizzazioni di tutte le dimensioni di gestire le loro operazioni IT. Questa soluzione offre funzionalità di help desk, inventario di rete e base di conoscenza completamente integrate, oltre a standard ITIL come la gestione delle modifiche e della configurazione. Navigator crea automaticamente relazioni tra dati significativi fornendo una visione completa dei componenti dell'infrastruttura IT. Il service desk di Alloy Navigator gestisce ticket, risorse, incidenti, modifiche, ordini di lavoro e altro ancora all'interno di un'unica interfaccia. Il motore di gestione del flusso di lavoro all'interno di Alloy Navigator consente agli utenti di progettare processi IT personalizzati. Questi possono essere modificati in base alle esigenze specifiche dell'azienda e del personale e potrebbero includere anche passaggi guidati dall'IA. La soluzione offre anche un portale web online, un portale self-service per gli utenti finali e app mobili per tecnici e utenti finali. Il Portale Self-Service è dotato di un Assistente AI per risolvere le domande di routine degli utenti finali, liberando l'IT per sfide più grandi. Alloy Navigator offre agli utenti la possibilità di eseguire un audit con un solo clic dell'intera rete, condurre un inventario fisico con uno scanner di codici a barre e garantire la conformità nelle licenze software. Gli utenti finali e gli amministratori hanno anche accesso a dashboard interattivi, report programmati e visualizzazioni in tempo reale per un'analisi tempestiva.

**Average Rating:** 4.8/5.0

**Total Reviews:** 114

#### How Do G2 Users Rate Alloy Navigator?

- **Ritiene che the product sia stato un valido partner commerciale?:** 9.0/10 (Category avg: 8.9/10)
- **Console di Amministrazione:** 8.3/10 (Category avg: 8.8/10)
- **Dettatura della politica:** 8.9/10 (Category avg: 8.2/10)
- **Elabora il flusso di lavoro:** 8.7/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Alloy Navigator?

- **Venditore:** [Alloy Software](https://www.g2.com/it/sellers/alloy-software)
- **Anno di Fondazione:** 2002
- **Sede centrale:** Bloomfield, NJ
- **Twitter:** @AlloySoftware  
466 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=553d846486121a58a482c16624d91c45554f928e74b611a441abcb4781929c4b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Falloy-software%2F&secure%5Burl_type%5D=linkedin_company_website)  
16 dipendenti su LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Tecnologia dell'informazione e servizi, Marketing e pubblicità
- **Company Size:** 77% Small, 32% Medium

#### What Do G2 Reviewers Say About Alloy Navigator?

_AI-generated summary from verified user reviews_

##### Pros

- Gli utenti apprezzano la **consolidazione degli elementi IT** in Alloy Navigator, semplificando notevolmente il flusso di lavoro e migliorando l'efficienza del team.
- Gli utenti trovano l' **facilità d'uso** di Alloy Navigator eccezionale, migliorando l'efficienza attraverso flussi di lavoro semplificati e ticketing semplice.
- Gli utenti apprezzano il **bigliettazione integrata e la gestione degli asset** di Alloy Navigator, migliorando significativamente l'efficienza del flusso di lavoro.
- Gli utenti apprezzano la **consolidazione degli strumenti di gestione IT** in Alloy Navigator, migliorando l'efficienza del flusso di lavoro e la produttività.
- Gli utenti apprezzano l' **automazione senza soluzione di continuità** in Alloy Navigator, che semplifica la gestione IT e migliora l'efficienza in tutti i processi.

##### Cons

- Gli utenti trovano la **curva di apprendimento ripida** , richiedendo una formazione aggiuntiva per i nuovi assunti e migliori risorse di onboarding.
- Gli utenti trovano il **processo di configurazione complesso** impegnativo, richiedendo ulteriore formazione e sperimentazione per configurare efficacemente.
- Gli utenti trovano che la **personalizzazione limitata** di Alloy Navigator limiti la flessibilità, influenzando le esigenze di collaborazione creativa e di reportistica.
- Gli utenti trovano la **difficoltà di configurazione** impegnativa a causa di istruzioni poco chiare e flussi di lavoro personalizzati che richiedono tempo.
- Gli utenti trovano che il **design dell'interfaccia scadente** ostacoli l'usabilità, notando la necessità di un'esperienza più snella e moderna.

#### What Are Recent G2 Reviews of Alloy Navigator?

**["Inventario dei beni che ha sostituito i nostri fogli di calcolo"](https://www.g2.com/it/survey_responses/alloy-navigator-review-13133856)**

**Rating:** 5.0/5.0 stars

_— Yamal I._

[Read full review](https://www.g2.com/it/survey_responses/alloy-navigator-review-13133856)

**["Alloy si adatta perfettamente al nostro flusso di lavoro con una vera flessibilità"](https://www.g2.com/it/survey_responses/alloy-navigator-review-13211564)**

**Rating:** 5.0/5.0 stars

_— Carlos S._

[Read full review](https://www.g2.com/it/survey_responses/alloy-navigator-review-13211564)

#### What Are G2 Users Discussing About Alloy Navigator?

- [What is the use of Alloy Navigator?](https://www.g2.com/it/discussions/what-is-the-use-of-alloy-navigator)
- [What is Alloy in Software?](https://www.g2.com/it/discussions/what-is-alloy-in-software)
- [What is Alloy Navigator?](https://www.g2.com/it/discussions/what-is-alloy-navigator)

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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(1,945)](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(5,017)](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(1,345)](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(13,629)](https://www.g2.com/products/clickup/reviews) | Customizable IT ticketing with cross-departmental visibility | "BEST Project Management and Dashboard Tool on the Planet" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9fe68a4b30c295f2cb99e52be20e0e26/autotask.png "Product Avatar Image")](https://www.g2.com/products/autotask/reviews)[Autotask](https://www.g2.com/products/autotask/reviews)[4.3/5(632)](https://www.g2.com/products/autotask/reviews) | MSP ticketing with Kaseya ecosystem integration | "A Breath of Fresh Air: Fast, Fluid, Industry-Savvy Autotask Experience" |
| [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_720f7fe3053ac293d3814d2b34792aaf/sysaid.png "Product Avatar Image")](https://www.g2.com/products/sysaid/reviews)[SysAid](https://www.g2.com/products/sysaid/reviews)[4.5/5(753)](https://www.g2.com/products/sysaid/reviews) | Centralized ITSM with asset automation | "SysAid meets you HelpDesk needs" |

* * *

Show More

### IT Service Management (ITSM) Tools Topics

- [What are IT Service Management (ITSM) Tools?](#what-are-it-service-management-itsm-tools)
- [What are the Common Features of IT Service Management (ITSM) Tools?](#what-are-the-common-features-of-it-service-management-itsm-tools)
- [What are the Benefits of IT Service Management (ITSM) Tools?](#what-are-the-benefits-of-it-service-management-itsm-tools)
- [Who Uses IT Service Management (ITSM) Tools?](#who-uses-it-service-management-itsm-tools)
- [Challenges with IT Service Management (ITSM) Tools](#challenges-with-it-service-management-itsm-tools)
- [How to Buy IT Service Management (ITSM) Tools](#how-to-buy-it-service-management-itsm-tools)
- [IT Service Management (ITSM) Tools Trends](#it-service-management-itsm-tools-trends)

[
### IT Service Management (ITSM) Tools Topics
Expand/Collapse ](#)
- [What are IT Service Management (ITSM) Tools?](#what-are-it-service-management-itsm-tools)
- [What are the Common Features of IT Service Management (ITSM) Tools?](#what-are-the-common-features-of-it-service-management-itsm-tools)
- [What are the Benefits of IT Service Management (ITSM) Tools?](#what-are-the-benefits-of-it-service-management-itsm-tools)
- [Who Uses IT Service Management (ITSM) Tools?](#who-uses-it-service-management-itsm-tools)
- [Challenges with IT Service Management (ITSM) Tools](#challenges-with-it-service-management-itsm-tools)
- [How to Buy IT Service Management (ITSM) Tools](#how-to-buy-it-service-management-itsm-tools)
- [IT Service Management (ITSM) Tools Trends](#it-service-management-itsm-tools-trends)

## Learn More About IT Service Management Tools

### What are IT Service Management (ITSM) Tools?

IT service management, or ITSM, describes the procedures and policies created and followed by organizations to implement IT services design, provision, and maintenance. ITSM aims to bring a more end user-oriented approach to IT. Most commonly, ITSM is thought of in the context of service desks, but the practices and procedures emphasized in ITSM apply more broadly to IT organizations as a whole. It can help provide structure and order in what is typically a constantly evolving organization.

Companies implementing ITSM principles will typically utilize one or more of the following frameworks to provide guidelines to IT actions.

- Information Technology Infrastructure Library (ITIL)
- Control Objectives for Information and Related Technologies (COBIT)
- International Organization for Standardization (ISO)
- Business Process Framework (eTOM—telecom-specific)
- Microsoft Operations Framework (MOF)

ITIL tends to be the most commonly referred to or thought of ITSM framework, due to its strong adoption rate amongst services providers. The most recent iteration of ITIL, ITIL 4, is composed of two parts; the service value system (SVS, with 34 individual standards) and the four dimensions model (aligned with the four Ps of ITIL: people, products, partners, processes).

### What are the Common Features of IT Service Management (ITSM) Tools?

The following are some core features within ITSM tools:

**Standards alignment:** ITSM solutions help organizations align their processes and policies with a standards framework. ITSM tools will typically denote which framework(s) they are built to enable. If there is a particular framework an organization is already using, users should select an ITSM tool that aligns with that framework.

**Service desk:** As the name might suggest, a core element of ITSM solutions is a service desk element. Businesses can organize internal requests through a ticketing system. Internal users can find help on a variety of issues using a service catalog, which outlines different types of issues or requests and helps organize addressing various issues.

**Asset management:** ITSM tools help businesses track their internal IT assets. Using these tools, IT teams can track company-owned user devices and hardware, as well as any hardware infrastructure, enabling them to keep tabs on when these items were provisioned and when they would need upkeep.

**Knowledge base:** Knowledge bases are central repositories of information. By providing a knowledge base functionality, businesses can centralize their IT knowledge to a single source that’s accessible by anyone who might need it.

**Incident management:** Addressing the development side of the house, ITSM tools provide incident management features that help product teams track issues related to product development and functions, namely those related to IT systems. Using these active tracking capabilities, businesses stay on top of development incidents by creating visibility around repeat issues that might point to a larger problem.

**Change management:** Changing policies, procedures, or structures is a difficult process for businesses. Change management functionalities offered by ITSM tools allow businesses to more thoroughly track changes from the individual to the organizational level, increasing transparency, and assisting in finding pain points in recent changes.

**Reporting and dashboards:** As with any other solution, transparency is key to the efficient and effective delivery of services. ITSM tools are equipped with reporting and dashboard functions to provide increased visibility into service provisions across the IT organization. These reports may come prebuilt, but most solutions will also offer customization so that businesses get the exact information they need at any point.

**Solution integration:** Considering the huge array of tools and infrastructure involved in IT service delivery, ITSM tools need to be able to integrate appropriately to be effective. Users must check a tool’s integration capabilities before purchasing to verify it will integrate with the systems already in use.

**Automation:** Many ITSM vendors are implementing automation functionality as a standard part of the offering. Many tools will offer automation to reduce the amount of time going into repeat tasks and actions, which can save both IT associates and end users significant time.

**Configuration management database (CMDB):** Some ITSM solutions will include a CMDB feature where businesses can track how different hardware and software systems relate to each other. This provides increased clarity in how a business’s systems work together, and can also offer an excellent starting point when troubleshooting for root causes.

**Release management:** ITSM tools that dive deep into development features may offer release management capabilities where product teams can track software build releases over time including what stage of production releases are in, any rollbacks that took place, etc.

Other Features of IT Service Management Tools: [Performance logging](https://www.g2.com/categories/it-service-management-itsm-tools/f/performance-logging), [Policy dictation](https://www.g2.com/categories/it-service-management-itsm-tools/f/policy-dictation)

### What are the Benefits of IT Service Management (ITSM) Tools?

**Formalize IT processes and practices:** ITSM tools help businesses organize and standardize their IT service processes, thereby improving service efficacy. By accessing a central repository of IT knowledge, users can more quickly address their needs and concerns. With more public knowledge available, IT teams can reduce the number of basic or low-level inquiries coming through to the help desk. This saves IT teams time for more complex or important tasks.

**Transparency:** Arguably, the greatest benefits of implementing an ITSM tool are transparency and uniformity. The typical bane of IT teams is a lack of transparency and consistency in processes, practices, and actions, especially when there are multiple teams within the IT organization. By making clear and consistent policies and procedures that teams ought to be following, every team within an IT organization can identify exactly where information should live. This also highlights what procedures are being followed in different activities and how to interact with end users properly, leading to a smoother overall IT service delivery.

### Who Uses IT Service Management (ITSM) Tools?

**Administration:** On implementation, IT organizations will typically have an administrator or administrative team for ITSM tools. They control the solution’s configuration, permissions, and provisioning. From there, employees across the IT organization could make use of an ITSM tool as a part of their daily workflow, including incident and ticket tracking, finding knowledge resources, tracking changes, and managing assets, among other functions.

**Managed services providers (MSP):** MSPs make particularly effective use of ITSM tools. Since some MSPs provide IT services for other businesses, ITSM tools serve as the central portal for IT service provision and interaction between the MSP and their customers. End users can find IT knowledge and submit tickets or inquiries and the MSP can provide IT services while tracking end-user inquiries and issues.

#### Software Related to IT Service Management (ITSM) Tools

Related solutions that can be used together with ITSM tools include:

[Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk solutions allow companies to manage customer or external end user-facing requests or issues. These act as complements to the more internally oriented ITSM software.

[Service desk software](https://www.g2.com/categories/service-desk) **:** Service desk solutions allow companies to manage internal end user-facing requests or issues as well as track IT assets. These are, in essence, scaled-down versions of ITSM solutions.

[IT asset management software](https://www.g2.com/categories/it-asset-management) **:** IT asset management solutions help businesses track their hardware and software assets across the company. While not as broad as an ITSM solution, IT asset management software is hugely helpful in tracking the finer points on hardware, such as attrition rates, licenses, contracts, and more.

[Enterprise IT management suites:](https://www.g2.com/categories/enterprise-it-management-suites) Enterprise IT management suites help businesses take control of all of their IT assets, environments, processes, and practices in one place. These suites have a much more extensive reach than ITSM tools but could complement each other well operationally.

[Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** Knowledge management solutions help businesses consolidate information in an easily accessible way, which prevents knowledge silos from forming in individual employees or teams. While ITSM tools offer knowledge bases for end users to utilize regarding their tech, knowledge management software offers information serving all aspects of the business.

### Challenges with IT Service Management (ITSM) Tools

Software solutions can come with their own set of challenges. 

**Time to implementation:** If a business is starting fresh with ITSM, it may take longer to implement than expected. Implementing an ITSM tool has to be joined by implementing the ITSM mindset, practices, and policies for it to be most effective. It is important to take some extra time to understand what these new policies are and why they matter.

**Full system integration:** While many ITSM solutions have a vast array of integration capabilities, businesses still may find a few systems that will need custom integrations. The business should be able to handle building that integration capability with the ITSM tool vendor offering guidance on how to proceed. Online communities around ITSM solutions can also be a strong source of help.

### How to Buy IT Service Management (ITSM) Tools

Companies looking to implement their first ITSM solution, or switching from an existing solution, can use G2 reviews from authentic software buyers to supplement their search. With that in mind, there are a few important criteria to consider when looking for the right tool.

**Features:** Different ITSM tools can have different feature sets. One solution might automate a wide variety of standard IT tasks while another may feature more manual interaction. The best fit solution will vary depending on the functionality that an organization finds most valuable. Authentic G2 reviews made by peers from similar companies can shed light on these factors. A prioritized list of the business’s most desired features enables the software selection team to move forward with a clear idea of what to look for.

**Security:** ITSM is a highly sensitive undertaking that requires constantly up-to-date security and compliance. When searching for an ITSM solution, companies should ensure that the software they’d like to use has a verified history of compliance and high-security standards to protect company data. In some cases, supplementary security solutions are preferred to help ensure security compliance.

### IT Service Management (ITSM) Tools Trends

**Site reliability engineering (SRE)**

SRE may be the next set of principles to join ITSM’s framework ranks. Typically more associated with software engineering, SRE applies DevOps-esque thinking to addressing development, IT service, and IT infrastructure problems and procedures. The goal of SRE is to deliver solutions resiliently, reliably, and at a flexible scale. Though currently more popular within the DevOps world, SRE might see an increase in popularity in the ITSM space as IT and development become more closely integrated.

**Automation **

Automation is a hot topic across industries and software solutions. Utilizing automation, businesses can improve efficiency on repeated processes and devote employee time to more complex or involved work. ITSM is no exception. Vendors are increasingly building task automation into ITSM tools to reduce time wasted on repetitive tasks and help companies deliver more efficient IT services. AIOps platforms can help pick up the slack where automation isn’t immediately included.

## Frequently asked questions about IT Service Management Tools

### How easy is it to implement ITSM tools in an organization?

Implementing ITSM tools varies in ease depending on the specific software. For instance, ServiceNow is noted for its robust features but may require significant time for full implementation, with users reporting a learning curve. Conversely, Freshservice is often highlighted for its user-friendly interface and quicker setup, making it easier for organizations to adopt. Overall, user feedback indicates that while some tools demand extensive configuration and training, others facilitate a smoother transition, suggesting that the ease of implementation is highly dependent on the chosen solution.

### What metrics should I track to measure ITSM tool effectiveness?

To measure ITSM tool effectiveness, track metrics such as incident resolution time, customer satisfaction scores, ticket volume, first contact resolution rate, and service level agreement (SLA) compliance. High-performing tools like ServiceNow, Freshservice, and Jira Service Management often highlight improvements in these areas, with users reporting enhanced operational efficiency and user experience. Additionally, monitoring user adoption rates and feedback can provide insights into the tool's impact on team productivity and overall service quality.

### How do ITSM tools facilitate compliance and security management?

ITSM tools enhance compliance and security management by automating workflows, ensuring adherence to regulatory standards, and providing audit trails. For instance, ServiceNow, Freshservice, and Jira Service Management offer features like incident management and change control, which help organizations maintain compliance with industry regulations. Users frequently highlight the importance of these tools in managing security incidents and maintaining documentation, which is crucial for audits. Additionally, tools like ManageEngine ServiceDesk Plus and Zendesk Support are noted for their robust reporting capabilities, enabling organizations to track compliance metrics effectively.

### What are the differences between cloud-based and on-premise ITSM tools?

Cloud-based ITSM tools, such as ServiceNow and Freshservice, offer scalability, automatic updates, and remote access, making them ideal for distributed teams. In contrast, on-premise solutions like BMC Helix and ManageEngine ServiceDesk Plus provide greater control over data security and customization but require significant upfront investment and maintenance. User reviews indicate that cloud-based tools generally receive higher satisfaction ratings for ease of use and implementation speed, while on-premise tools are preferred by organizations with strict compliance needs.

### How do ITSM tools enhance user experience for IT teams?

ITSM tools enhance user experience for IT teams by streamlining workflows, improving incident management, and facilitating better communication. Tools like ServiceNow, Freshservice, and Jira Service Management are noted for their user-friendly interfaces and automation features, which reduce response times and increase efficiency. Users report that these tools help in tracking service requests effectively, leading to higher satisfaction rates. Additionally, the integration capabilities of these platforms allow for seamless collaboration across departments, further enhancing the overall user experience.

### What level of customer support do ITSM tools typically offer?

ITSM tools typically offer a range of customer support options, including live chat, email support, and extensive knowledge bases. For instance, ServiceNow is noted for its robust customer service, with a high satisfaction rating for responsiveness. Freshservice users appreciate the availability of 24/7 support, while Jira Service Management is recognized for its community forums and documentation. Overall, most ITSM tools provide multi-channel support, with varying levels of responsiveness and availability, reflecting user preferences for immediate assistance and comprehensive resources.

### How scalable are ITSM tools for growing businesses?

ITSM tools generally offer strong scalability for growing businesses, with many solutions supporting a range of user counts and organizational sizes. For instance, ServiceNow is noted for its robust scalability, accommodating large enterprises with complex needs, while Freshservice is favored by small to mid-sized businesses for its ease of use and flexibility. Additionally, Jira Service Management is recognized for its adaptability, allowing teams to scale operations as they grow. Overall, most ITSM tools are designed to evolve with business needs, ensuring effective service management at any scale.

### What are common use cases for ITSM tools in organizations?

Common use cases for ITSM tools in organizations include incident management, which helps in tracking and resolving IT issues efficiently, and change management, facilitating controlled changes to IT services. Additionally, organizations utilize ITSM for service request management to streamline user requests, asset management to track IT assets, and knowledge management to create a centralized repository of information. These functionalities enhance operational efficiency and improve service delivery, as reflected in user feedback highlighting the importance of these features in daily IT operations.

### How do ITSM tools integrate with existing IT infrastructure?

ITSM tools integrate with existing IT infrastructure primarily through APIs, enabling seamless data exchange and automation of workflows. For instance, ServiceNow and Freshservice are noted for their robust API capabilities, allowing integration with various third-party applications and legacy systems. Additionally, tools like Jira Service Management and ManageEngine ServiceDesk Plus offer pre-built connectors for popular platforms, enhancing interoperability. User reviews highlight that these integrations significantly improve incident management and streamline IT operations, ensuring that organizations can leverage their existing infrastructure effectively.

### What is the average pricing range for ITSM tools?

The average pricing range for IT Service Management (ITSM) tools typically falls between $20 to $100 per user per month, depending on the features and scalability of the solution. For instance, products like ServiceNow and Freshservice are often positioned at the higher end of this range, while options like Jira Service Management and Zendesk may offer more budget-friendly tiers. Additionally, many vendors provide tiered pricing models that can affect overall costs based on the number of users and required functionalities.

### How do ITSM tools improve incident management processes?

ITSM tools enhance incident management by streamlining ticketing processes, automating workflows, and improving communication. Users report that tools like ServiceNow and Freshservice significantly reduce response times and increase resolution rates through features such as automated notifications and self-service portals. Additionally, platforms like Jira Service Management and Zendesk provide robust analytics, enabling teams to identify trends and optimize resource allocation. Overall, these tools foster collaboration and efficiency, leading to improved user satisfaction and reduced downtime.

### What are the key features to look for in ITSM tools?

Key features to look for in ITSM tools include incident management, which is crucial for tracking and resolving issues efficiently, and service request management, allowing users to submit and track requests easily. Additionally, change management is vital for managing updates and minimizing disruptions. Automation capabilities enhance efficiency, while reporting and analytics provide insights into service performance. Integration with other tools is also important for seamless workflows. User reviews highlight that tools like ServiceNow, Freshservice, and Jira Service Management excel in these areas, particularly in incident and change management functionalities.