# Best Enterprise Service Desk Software *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* Products classified in the overall Service Desk category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Service Desk to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Service Desk category. In addition to qualifying for inclusion in the Service Desk Software category, to qualify for inclusion in the Enterprise Business Service Desk Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business. ## How Many Service Desk Software Products Does G2 Track? **Total Products under this Category:** 133 ## How Does G2 Rank Service Desk Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 13,600+ Authentic Reviews - 133+ 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. ## Which Service Desk Software Is Best for Your Use Case? - **Best for Small Businesses:** [Autotask](https://www.g2.com/products/autotask/reviews) - **Best for Mid-Market:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best for Enterprise:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest User Satisfaction:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) --- **Sponsored** ### SysAid SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=82&secure%5Bdisplayable_resource_id%5D=82&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=82&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2647&secure%5Bresource_id%5D=82&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fservice-desk&secure%5Btoken%5D=8b91b1e179069867d0a60c8c0bee235ac0034699df486a09c07ce2b6ae7187c3&secure%5Burl%5D=https%3A%2F%2Fwww.sysaid.com%2Ftrial%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_clicks%26sysaidlsd%3Dhelp-desk&secure%5Burl_type%5D=free_trial) --- ## What Are the Top-Rated Service Desk Software Products in 2026? ### 1. [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:** 1,710 **How Do G2 Users Rate ServiceNow IT Service Management?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.8/10 (Category avg: 8.2/10) **Who Is the Company Behind ServiceNow IT Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (54,612 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 66% Enterprise, 19% Mid-Market #### What Are ServiceNow IT Service Management's Pros and Cons? **Pros:** - Ease of Use (168 reviews) - Incident Management (112 reviews) - Efficiency (100 reviews) - Features (97 reviews) - Automation (85 reviews) **Cons:** - Learning Curve (72 reviews) - Expensive (60 reviews) - Complexity (56 reviews) - Limited Customization (51 reviews) - Customization Difficulty (48 reviews) ### 2. [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,285 **How Do G2 Users Rate Freshservice?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.9/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.1/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.6/10 (Category avg: 8.2/10) **Who Is the Company Behind Freshservice?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,034 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,344 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Mid-Market, 21% Enterprise #### What Are Freshservice's Pros and Cons? **Pros:** - Ease of Use (158 reviews) - Features (89 reviews) - Automation (75 reviews) - Ticketing System (67 reviews) - Ticket Management (61 reviews) **Cons:** - Missing Features (54 reviews) - Limited Features (42 reviews) - Learning Curve (36 reviews) - Limited Customization (33 reviews) - Ticketing Issues (27 reviews) ### 3. [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 950 **How Do G2 Users Rate Jira Service Management?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.8/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.7/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.5/10 (Category avg: 8.2/10) **Who Is the Company Behind Jira Service Management?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** https://www.atlassian.com/ - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,192 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,334 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 38% Enterprise #### What Are Jira Service Management's Pros and Cons? **Pros:** - Ease of Use (49 reviews) - Integrations (33 reviews) - Automation (32 reviews) - Ticket Management (31 reviews) - Features (29 reviews) **Cons:** - Learning Curve (35 reviews) - Complexity (29 reviews) - Steep Learning Curve (29 reviews) - Complex Setup (22 reviews) - Complex UI (16 reviews) ### 4. [SymphonyAI IT Service Management](https://www.g2.com/products/symphonyai-it-service-management/reviews) SymphonyAI IT Service Management offers an enterprise-class solution that delivers measurable business outcomes leveraging automation, predictive, and generative AI. Customers have been able to automate 60% of service requests, achieve a 50% faster resolution, and realize a 30% savings on hardware and software costs using our ITSM platform. We are recognized as a Gartner Customers’ Choice, featured as a leader and significant player in many leading analyst reports. Leading global companies like KPMG, Toyota, Trelix, Ameritas, Hershey’s, Smart & Final, are SymphonyAI customers. SymphonyAI ITSM can generate significant cost savings and a faster time to value compared to any leading players in the market. **Average Rating:** 4.6/5.0 **Total Reviews:** 66 **How Do G2 Users Rate SymphonyAI IT Service Management?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.6/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.5/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.2/10 (Category avg: 8.2/10) **Who Is the Company Behind SymphonyAI IT Service Management?** - **Seller:** [SymphonyAI](https://www.g2.com/sellers/symphonyai-cf01fc99-7338-420c-9ae6-2c2a4552d056) - **Year Founded:** 2017 - **HQ Location:** Palo Alto, California - **Twitter:** @SymphonySummit (470 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/symphonyai/ (2,052 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Automotive - **Company Size:** 68% Enterprise, 32% Mid-Market #### What Are SymphonyAI IT Service Management's Pros and Cons? **Pros:** - Automation (2 reviews) - Automation Efficiency (1 reviews) - Configuration Ease (1 reviews) - Customizability (1 reviews) - Ease of Use (1 reviews) **Cons:** - Complex Configuration (1 reviews) - Complexity (1 reviews) - Complex Setup (1 reviews) - Expensive (1 reviews) - Filtering Issues (1 reviews) ### 5. [SysAid](https://www.g2.com/products/sysaid/reviews) SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. **Average Rating:** 4.5/5.0 **Total Reviews:** 710 **How Do G2 Users Rate SysAid?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.9/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.5/10 (Category avg: 8.2/10) **Who Is the Company Behind SysAid?** - **Seller:** [SysAid](https://www.g2.com/sellers/sysaid) - **Company Website:** https://www.sysaid.com - **Year Founded:** 2002 - **HQ Location:** Toronto, Canada - **Twitter:** @sysaid (9,601 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/132666/ (257 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, System Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 60% Mid-Market, 30% Enterprise #### What Are SysAid's Pros and Cons? **Pros:** - Customer Support (32 reviews) - Ease of Use (32 reviews) - Automation (27 reviews) - Features (26 reviews) - Ticket Management (24 reviews) **Cons:** - Missing Features (12 reviews) - Steep Learning Curve (11 reviews) - Clunky Interface (9 reviews) - Poor Customer Support (9 reviews) - Complex Setup (8 reviews) ### 6. [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) Ivanti Neurons for ITSM delivers modern, AI‑powered service management that transforms how organizations operate. By combining intelligent automation, predictive insights, and unified IT and security workflows, it accelerates resolutions, enhances productivity, and reduces operational risk. With capabilities that span discovery, incident and request management, automated task orchestration, and real‑time performance measurement, Ivanti Neurons for ITSM helps teams streamline processes, improve user experiences, and achieve meaningful IT and business outcomes, from lowering costs and expanding service management beyond IT, to driving continuous improvement across the enterprise. **Average Rating:** 3.9/5.0 **Total Reviews:** 200 **How Do G2 Users Rate Ivanti Neurons for ITSM?** - **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.4/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.1/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 7.5/10 (Category avg: 8.2/10) **Who Is the Company Behind Ivanti Neurons for ITSM?** - **Seller:** [Ivanti](https://www.g2.com/sellers/ivanti) - **Company Website:** https://www.ivanti.com/ - **Year Founded:** 1985 - **HQ Location:** South Jordan, UT - **Twitter:** @GoIvanti (6,775 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/15224185/ (2,968 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Government Administration - **Company Size:** 59% Enterprise, 35% Mid-Market #### What Are Ivanti Neurons for ITSM's Pros and Cons? **Pros:** - Customizability (1 reviews) - Customization (1 reviews) - Features (1 reviews) - Flexibility (1 reviews) - Integrations (1 reviews) **Cons:** - Limited Features (1 reviews) - Missing Features (1 reviews) ### 7. [Proactivanet](https://www.g2.com/products/proactivanet/reviews) Proactivanet is a certificated and fully integrated software for managing IT assets and services. Proactivanet ITAM is the only vendor that guarantees a 100% discovery of your IT inventory. Proactivanet ITSM is the industry’s highest rated service desk in the world according to 2021 independent industry research. The company has been growing every year since its foundation in 1998 and has offices in five countries. **Average Rating:** 4.8/5.0 **Total Reviews:** 64 **How Do G2 Users Rate Proactivanet?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.4/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.4/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 9.0/10 (Category avg: 8.2/10) **Who Is the Company Behind Proactivanet?** - **Seller:** [Proactivanet](https://www.g2.com/sellers/proactivanet) - **Year Founded:** 1998 - **HQ Location:** Gijon - **Twitter:** @ProactivaNET (1,777 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/proactivanet/ (61 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 52% Mid-Market, 34% Enterprise #### What Are Proactivanet's Pros and Cons? **Pros:** - Ease of Use (3 reviews) - Automation (2 reviews) - Customer Support (2 reviews) - Customization (2 reviews) - Communication Efficiency (1 reviews) **Cons:** - Limited Customization (1 reviews) - Limited Features (1 reviews) - Limited Functionality (1 reviews) - Mobile App Issues (1 reviews) - Poor Interface Design (1 reviews) ### 8. [Atera](https://www.g2.com/products/atera/reviews) The first and only Agentic AI platform for IT management, offers a digital workforce of AI agents that proactively and autonomously support your entire IT operation. Atera’s all-in-one IT management platform consolidates RMM, helpdesk, ticketing, advanced reporting and automation- thus empowering IT teams and MSPs to efficiently manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Introducing IT Autopilot by Atera: It isn’t another IT solution, it’s a transformation in how organization scale IT. This evolution paves the way for Autonomous IT, shifting the modus operandi from reactive or routine automation to proactive and preemptive action. (1) Cut 40% of your IT workload: Eliminate 100% of tasks that drain your team’s time. IT Autopilot doesn’t just assist, it acts and resolves. (2) Always-on. No downtime: Deliver 24/7/365 IT support, no vacations, no sick leave. (3) A personal IT tech for every employee: Intelligent, context-aware AI agent that understands your environment, adapts to each user, responds instantly, and resolves autonomously. Plus, early-adopters have said it’s also quite polite. Atera is pioneering the shift from automation to AI-powered autonomy in IT. With our AI agents, IT teams can offload repetitive tasks, resolve issues faster, ensure better service, and focus on strategy rather than fix/break or firefighting. We maintain the highest security and compliance standards and follow responsible AI frameworks, ensuring our AI can be a trusted extension of your IT team. Trusted by over 13K customers in 120+ countries, Atera offers a scalable solution enabling organizations to drive sustainable growth and maximize organizational efficiency. Discover how Atera can help you achieve unparalleled IT efficiency. Try Atera free for 30 days at: www.atera.com **Average Rating:** 4.6/5.0 **Total Reviews:** 1,106 **How Do G2 Users Rate Atera?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.5/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.4/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.1/10 (Category avg: 8.2/10) **Who Is the Company Behind Atera?** - **Seller:** [Atera](https://www.g2.com/sellers/atera) - **Company Website:** https://www.atera.com - **Year Founded:** 2011 - **HQ Location:** Tel Aviv - **Twitter:** @AteraCloud (1,670 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/98739/ (404 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, IT Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 58% Small-Business, 32% Mid-Market #### What Are Atera's Pros and Cons? **Pros:** - Ease of Use (595 reviews) - Features (392 reviews) - Automation (348 reviews) - Efficiency (285 reviews) - Remote Access (267 reviews) **Cons:** - Missing Features (269 reviews) - Limited Features (199 reviews) - Feature Issues (138 reviews) - Improvement Needed (137 reviews) - Needs Improvement (117 reviews) ### 9. [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT! **Average Rating:** 4.2/5.0 **Total Reviews:** 241 **How Do G2 Users Rate ManageEngine ServiceDesk Plus?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.6/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.7/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.1/10 (Category avg: 8.2/10) **Who Is the Company Behind ManageEngine ServiceDesk Plus?** - **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Year Founded:** 1996 - **HQ Location:** Austin, TX - **Twitter:** @Zoho (137,412 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,531 employees on LinkedIn®) - **Phone:** +1 (888) 900-9646 **Who Uses This Product?** - **Who Uses This:** System Administrator, IT Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 60% Mid-Market, 31% Enterprise #### What Are ManageEngine ServiceDesk Plus's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Features (8 reviews) - User Interface (7 reviews) - Asset Management (6 reviews) - Customer Support (6 reviews) **Cons:** - Complexity (4 reviews) - Complex Setup (4 reviews) - Learning Curve (4 reviews) - Steep Learning Curve (4 reviews) - Limited Features (3 reviews) ### 10. [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) EasyVista Service Manager is a proven ITSM solution with the sophistication to support the most complex ITIL requirements but with the simplicity, agility, and mobility required to make ITSM easy to use and easy to deliver. Reduce ITSM costs by up to 50% with codeless configuration, smart automation, and out-of-the-box ITIL processes. Get the enterprise features you need to run IT like a business, including multilingual support, IT Asset and Financial Management, and advanced reporting analytics. **Average Rating:** 3.9/5.0 **Total Reviews:** 93 **How Do G2 Users Rate EasyVista Service Manager?** - **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.1/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 7.8/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 6.1/10 (Category avg: 8.2/10) **Who Is the Company Behind EasyVista Service Manager?** - **Seller:** [EasyVista](https://www.g2.com/sellers/easyvista) - **Year Founded:** 1988 - **HQ Location:** Noisy-le-Grand - **Twitter:** @EasyVista (1,282 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/65515/ (360 employees on LinkedIn®) - **Ownership:** EPA: ALEZV **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Higher Education - **Company Size:** 60% Enterprise, 31% Mid-Market #### What Are EasyVista Service Manager's Pros and Cons? **Pros:** - Integrations (5 reviews) - Ease of Use (3 reviews) - Flexibility (3 reviews) - Implementation Ease (3 reviews) - Customer Support (2 reviews) **Cons:** - Complex Configuration (1 reviews) - Complexity (1 reviews) - Complex Reporting (1 reviews) - Complex Setup (1 reviews) - Confusing Interface (1 reviews) ### 11. [Vivantio](https://www.g2.com/products/vivantio/reviews) Vivantio is service management software that helps IT teams, service desks, and customer support teams implement quickly, scale efficiently, and adapt workflows without added complexity. Vivantio helps service teams manage complexity without adding more of it. Built for IT service management, customer service operations, and enterprise service delivery, Vivantio gives teams the structure, flexibility, and visibility they need to improve service over time. Teams use Vivantio to implement faster, standardize workflows, automate manual work, and continuously improve service performance across departments. Key capabilities include: Fast, structured implementation Flexible workflows, forms, and processes Role-based workspaces and automation Reporting and dashboards for service improvement Self-service, knowledge management, and omni-channel support Vivantio is a strong fit for organizations that need powerful service management without forcing teams into rigid, overbuilt systems. **Average Rating:** 4.3/5.0 **Total Reviews:** 294 **How Do G2 Users Rate Vivantio?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.8/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.5/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.1/10 (Category avg: 8.2/10) **Who Is the Company Behind Vivantio?** - **Seller:** [Vivantio](https://www.g2.com/sellers/vivantio) - **Year Founded:** 2003 - **HQ Location:** Boston, MA - **Twitter:** @Vivantio (110 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/563989/ (29 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager - **Top Industries:** Information Technology and Services, Outsourcing/Offshoring - **Company Size:** 58% Mid-Market, 28% Enterprise #### What Are Vivantio's Pros and Cons? **Pros:** - Ease of Use (41 reviews) - Efficiency (25 reviews) - Customizability (23 reviews) - Customization (23 reviews) - Features (23 reviews) **Cons:** - Learning Curve (14 reviews) - Complexity (11 reviews) - Improvement Needed (11 reviews) - Limited Customization (10 reviews) - Missing Features (10 reviews) ### 12. [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) Spiceworks Cloud Help Desk (CHD) is a purpose-built IT help desk software designed for internal IT teams. Whether you’re a solo admin or a full help desk staff, CHD provides a fast, easy ticketing system with automation, workflows, and reporting that reduce manual work and improve response times. CHD includes a free Core plan for up to five seats, and a Premium plan that includes features that include tasklists, bulk actions, and live chat support (24/5), all with an ad-free experience and flexible monthly or annual subscription options. Learn more about both plan types at https://www.spiceworks.com/free-cloud-help-desk-software/ **Average Rating:** 4.3/5.0 **Total Reviews:** 309 **How Do G2 Users Rate Spiceworks Cloud Help Desk?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.8/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.2/10 (Category avg: 8.2/10) **Who Is the Company Behind Spiceworks Cloud Help Desk?** - **Seller:** [Ziff Davis](https://www.g2.com/sellers/ziff-davis) - **Year Founded:** 1995 - **HQ Location:** New York - **Twitter:** @ziffdavis (1,422 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/ziff-davis-inc/ (6,594 employees on LinkedIn®) - **Ownership:** NASDAQ: ZD **Who Uses This Product?** - **Who Uses This:** IT Manager, Network Administrator - **Top Industries:** Information Technology and Services, Education Management - **Company Size:** 65% Mid-Market, 23% Small-Business #### What Are Spiceworks Cloud Help Desk's Pros and Cons? **Pros:** - Collaboration (1 reviews) - Communication Efficiency (1 reviews) - Efficiency (1 reviews) - Incident Management (1 reviews) - Team Collaboration (1 reviews) **Cons:** - Connectivity Issues (1 reviews) - Integration Issues (1 reviews) - Limited Functionality (1 reviews) - Missing Features (1 reviews) - Notification Issues (1 reviews) ### 13. [TOPdesk](https://www.g2.com/products/topdesk/reviews) TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friendly application, expert consultants and knowledgeable support team. With over 25 years of experience, 4,500+ customers worldwide and offices in 11 countries, TOPdesk is continually expanding and imparting knowledge and expertise globally, while remaining loyal to its customer focused values. **Average Rating:** 4.1/5.0 **Total Reviews:** 28 **How Do G2 Users Rate TOPdesk?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.4/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.8/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.1/10 (Category avg: 8.2/10) **Who Is the Company Behind TOPdesk?** - **Seller:** [TOPdesk](https://www.g2.com/sellers/topdesk) - **HQ Location:** Delft, Zuid-Holland - **Twitter:** @TOPdesk (1,764 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/19360/ (739 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 57% Mid-Market, 40% Enterprise #### What Are TOPdesk's Pros and Cons? **Pros:** - Features (2 reviews) - Asset Management (1 reviews) - Automation (1 reviews) - Customer Support (1 reviews) - Ease of Use (1 reviews) **Cons:** - Ticketing Issues (2 reviews) - Access Control (1 reviews) - Learning Curve (1 reviews) - Missing Features (1 reviews) ### 14. [LogMeIn Rescue](https://www.g2.com/products/logmein-rescue/reviews) LogMeIn Rescue offers simple yet powerful, enterprise-grade remote support for a frictionless world. With robust remote support features, advanced security capabilities, and ample customization options, Rescue is built to serve teams of all sizes, from small help desks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use. **Average Rating:** 4.6/5.0 **Total Reviews:** 193 **How Do G2 Users Rate LogMeIn Rescue?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.8/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.7/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.6/10 (Category avg: 8.2/10) **Who Is the Company Behind LogMeIn Rescue?** - **Seller:** [GoTo](https://www.g2.com/sellers/goto-e9cfa0d5-5de0-41fa-9bc6-a0e0ce54cb86) - **Company Website:** https://www.goto.com - **Year Founded:** 2003 - **HQ Location:** Boston, MA - **Twitter:** @goto (41,263 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/37788/ (1,004 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 37% Mid-Market, 35% Small-Business #### What Are LogMeIn Rescue's Pros and Cons? **Pros:** - Ease of Use (5 reviews) - Remote Access (5 reviews) - Remote Support (5 reviews) - Remote Control (4 reviews) - Customer Support (3 reviews) **Cons:** - Expensive (3 reviews) - Feature Limitations (2 reviews) - Limited Features (2 reviews) - Ticketing Issues (2 reviews) - Admin (1 reviews) ### 15. [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) LogMeIn Resolve is a modern unified endpoint management (UEM) platform designed for internal IT teams and managed service providers (MSPs). Built for IT professionals to centralize management and security of their IT environments more effectively, the platform offers proactive remote monitoring and management (RMM), remote access and support, asset management, service management, mobile device management (MDM), AI-driven automation and reporting, and so much more. These features all contribute to faster, more effective problem-solving and IT management. Additionally, Resolve is built on the industry's first zero-trust architecture, helping IT teams mitigate threats and securely manage devices. The platform extends capabilities even further through integrations with leading tools like Acronis, Microsoft Teams, Microsoft Intune, Logitech, Jira Service Desk, ConnectWise PSA, HaloPSA, and SentinelOne, to optimize IT resources and streamline workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 458 **How Do G2 Users Rate LogMeIn Resolve?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.2/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.5/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.1/10 (Category avg: 8.2/10) **Who Is the Company Behind LogMeIn Resolve?** - **Seller:** [GoTo](https://www.g2.com/sellers/goto-e9cfa0d5-5de0-41fa-9bc6-a0e0ce54cb86) - **Company Website:** https://www.goto.com - **Year Founded:** 2003 - **HQ Location:** Boston, MA - **Twitter:** @goto (41,263 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/37788/ (1,004 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 37% Small-Business #### What Are LogMeIn Resolve's Pros and Cons? **Pros:** - Ease of Use (54 reviews) - Remote Control (29 reviews) - Remote Access (26 reviews) - Remote Support (25 reviews) - Customer Support (23 reviews) **Cons:** - Remote Access Issues (14 reviews) - Expensive (12 reviews) - Slow Performance (12 reviews) - Technical Issues (10 reviews) - Connection Issues (9 reviews) ### 16. [Hornbill Service Manager](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews) Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger. **Average Rating:** 4.5/5.0 **Total Reviews:** 136 **How Do G2 Users Rate Hornbill Service Manager?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.6/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.5/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.2/10 (Category avg: 8.2/10) **Who Is the Company Behind Hornbill Service Manager?** - **Seller:** [Hornbill](https://www.g2.com/sellers/hornbill) - **Year Founded:** 1995 - **HQ Location:** Ruislip, UNITED KINGDOM - **Twitter:** @Hornbill (954 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/hornbill (168 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Government Administration - **Company Size:** 58% Enterprise, 39% Mid-Market ### 17. [Incident IQ](https://www.g2.com/products/incident-iq/reviews) Incident IQ is a workflow management solution built by K-12, exclusively for K-12. Headquartered in Atlanta, GA, Incident IQ is 170+ strong and made up of former educators, K-12 IT technicians, and district leadership. Our platform is designed to specifically meet the unique IT needs we experienced firsthand in our classrooms and districts. With thousands of learning devices spread throughout student homes, bare-bones ticketing and inventory solutions will no longer suffice. K-12 IT support teams need tools that are built for the job. From help desk ticketing and asset management to HR and Facility workflow management, Incident IQ has revolutionized how K-12 school districts provide and manage services. Our results speak for themselves: 98% of customers renew their Incident IQ subscription every year. Check out our content below to see our platform in action! **Average Rating:** 4.6/5.0 **Total Reviews:** 218 **How Do G2 Users Rate Incident IQ?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.9/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.4/10 (Category avg: 8.2/10) **Who Is the Company Behind Incident IQ?** - **Seller:** [Incident IQ](https://www.g2.com/sellers/incident-iq) - **Year Founded:** 2016 - **HQ Location:** Atlanta, Georgia - **Twitter:** @IncidentIQ (406 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/27206372/ (217 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Technology Specialist - **Top Industries:** Primary/Secondary Education, Information Technology and Services - **Company Size:** 59% Mid-Market, 39% Enterprise ### 18. [Helpdesk 365](https://www.g2.com/products/helpdesk-365/reviews) Helpdesk 365 is a reliable AI-powered helpdesk software built to simplify internal support operations and boost team productivity. Designed for businesses using Microsoft 365, it integrates seamlessly with Microsoft Teams, Outlook, SharePoint, Power BI, and Power Automate and inbuilt MS Copilot so users can manage tickets without leaving the existing workflow. This versatile IT ticketing system supports multiple department mailboxes, integrates with asset management tools, blocks spam emails and domains, and is available in 10 languages. Employees can raise requests directly through Microsoft Forms, making it easier to capture and track every support need. AI-powered ticket summaries, intelligent routing, and automated workflows help agents resolve issues faster. SLA tracking, real-time notifications, and a self-service portal with a searchable knowledge base reduce repetitive inquiries and improve employee satisfaction. Whether for IT support, HR teams, or customer service, Helpdesk 365 delivers everything businesses need in one help desk software platform. Advanced analytics and reporting provide actionable insights into ticket trends, resolution times, and email-to-ticket conversions, enabling data-driven decisions that improve service quality. Built on Microsoft’s secure ecosystem, Helpdesk 365 offers enterprise-grade security with data encryption, role-based access, and compliance with Microsoft 365 standards ensuring sensitive information stays protected while allowing smooth collaboration across departments. With its no-code workflow configuration, Helpdesk 365 is easy to adapt for organizations of any size, helping teams save time, reduce costs, deliver a faster and more reliable support experience. **Average Rating:** 4.7/5.0 **Total Reviews:** 211 **How Do G2 Users Rate Helpdesk 365?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.9/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 9.0/10 (Category avg: 8.2/10) **Who Is the Company Behind Helpdesk 365?** - **Seller:** [CubicLogics](https://www.g2.com/sellers/cubiclogics) - **Company Website:** https://www.apps365.com/ - **Year Founded:** 2015 - **HQ Location:** Wilmington, US - **Twitter:** @cubiclogics (16 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/cubiclogics/ (117 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Insurance, Computer & Network Security - **Company Size:** 55% Mid-Market, 10% Enterprise #### What Are Helpdesk 365's Pros and Cons? **Pros:** - Ease of Use (37 reviews) - Customer Support (21 reviews) - Helpful (16 reviews) - Ticket Management (12 reviews) - Features (10 reviews) **Cons:** - Missing Features (6 reviews) - Bugs (5 reviews) - Complex Setup (5 reviews) - Performance Issues (5 reviews) - Poor Performance (5 reviews) ### 19. [TeamDynamix IT Service Management](https://www.g2.com/products/teamdynamix-it-service-management/reviews) TeamDynamix is a no-code cloud-based IT Service Management (ITSM) and Project Portfolio Management (PPM) platform with enterprise integration & automation. Whether you are just starting out with ITIL or a best-in-class ITIL shop, the platform can easily be configured to adapt to your needs and methodology – without coding. We offer a full-service white glove implementation team so you do not need to contract with a third party. By providing white-glove service at a lower cost, we can help our customers get up and running quickly with key areas such as a self-service portal, knowledge base, IT asset management, change management, and automation. Using a no-code platform, customers will benefit from low admin overhead, and the ability to easily configure forms, fields, workflows, and automation without the need for technical resources. Easily spin up new applications for other groups such as HR, Marketing & Facilities. **Average Rating:** 4.4/5.0 **Total Reviews:** 62 **How Do G2 Users Rate TeamDynamix IT Service Management?** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.2/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.0/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.5/10 (Category avg: 8.2/10) **Who Is the Company Behind TeamDynamix IT Service Management?** - **Seller:** [TeamDynamix](https://www.g2.com/sellers/teamdynamix) - **Year Founded:** 2001 - **HQ Location:** Columbus, Ohio - **Twitter:** @TDXBuzz (1,047 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1494030/ (168 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Higher Education, Education Management - **Company Size:** 48% Enterprise, 40% Mid-Market ### 20. [GLPI](https://www.g2.com/products/glpi/reviews) Teclib´ is an official editor of the open source ITSM software GLPI. Service Management is easy with GLPI as it combines multiple features and offers wide range of plugins. Key features of GLPI: 1. Service Desk 2. Asset management and automatic inventory 3. Reports 4. Administrative and financial management of assets 5. Software inventory and licences management 6. Knowledge Base and FAQ 7. Statistics 8. API integration available 9. Android-based devices inventory 10. Cloud version is available **Average Rating:** 4.6/5.0 **Total Reviews:** 38 **How Do G2 Users Rate GLPI?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.8/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 9.4/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 7.9/10 (Category avg: 8.2/10) **Who Is the Company Behind GLPI?** - **Seller:** [TECLIB](https://www.g2.com/sellers/teclib) - **Year Founded:** 2015 - **HQ Location:** Paris, Île-de-France - **Twitter:** @Teclib (405 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10058520/ (35 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 35% Mid-Market, 30% Enterprise #### What Are GLPI's Pros and Cons? **Pros:** - Ease of Use (2 reviews) - Asset Management (1 reviews) - Continuous Improvement (1 reviews) - Customer Support (1 reviews) - Dashboard Customization (1 reviews) **Cons:** - Complex Configuration (1 reviews) - Inadequate Reporting (1 reviews) ### 21. [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) OpenText™ SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money. **Average Rating:** 4.2/5.0 **Total Reviews:** 70 **How Do G2 Users Rate OpenText Service Management Automation X (SMAX)?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.2/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.6/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.3/10 (Category avg: 8.2/10) **Who Is the Company Behind OpenText Service Management Automation X (SMAX)?** - **Seller:** [OpenText](https://www.g2.com/sellers/opentext) - **Year Founded:** 1991 - **HQ Location:** Waterloo, ON - **Twitter:** @OpenText (21,580 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2709/ (23,339 employees on LinkedIn®) - **Ownership:** NASDAQ:OTEX **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 58% Enterprise, 25% Mid-Market #### What Are OpenText Service Management Automation X (SMAX)'s Pros and Cons? **Pros:** - Ease of Use (2 reviews) - Helpful (2 reviews) - Integrations (2 reviews) - Cloud Services (1 reviews) - Software Updates (1 reviews) **Cons:** - Integration Issues (1 reviews) - Limited Customization (1 reviews) ### 22. [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages. **Average Rating:** 3.7/5.0 **Total Reviews:** 279 **How Do G2 Users Rate BMC Helix ITSM?** - **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.6/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.8/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 7.8/10 (Category avg: 8.2/10) **Who Is the Company Behind BMC Helix ITSM?** - **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix) - **Year Founded:** 2025 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/bmchelix/ (1,083 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Manager - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 76% Enterprise, 20% Mid-Market #### What Are BMC Helix ITSM's Pros and Cons? **Pros:** - Ease of Use (5 reviews) - Ticket Management (4 reviews) - Navigation Ease (2 reviews) - AI Integration (1 reviews) - Automation (1 reviews) **Cons:** - Bugs (1 reviews) - Complexity (1 reviews) - Complex Setup (1 reviews) - Integration Issues (1 reviews) - Long Processing Time (1 reviews) ### 23. [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery. **Average Rating:** 4.3/5.0 **Total Reviews:** 766 **How Do G2 Users Rate SolarWinds Service Desk?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 8.6/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.6/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.5/10 (Category avg: 8.2/10) **Who Is the Company Behind SolarWinds Service Desk?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Company Website:** https://www.solarwinds.com - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,604 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,818 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Systems Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 68% Mid-Market, 24% Enterprise #### What Are SolarWinds Service Desk's Pros and Cons? **Pros:** - Ticketing System (8 reviews) - Asset Management (7 reviews) - Ease of Use (7 reviews) - Ticket Management (7 reviews) - User Interface (5 reviews) **Cons:** - Missing Features (5 reviews) - Asset Management (4 reviews) - Insufficient Information (3 reviews) - Limited Features (3 reviews) - App Limitations (2 reviews) ### 24. [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) ConnectWise PSA is the most complete business management platform built specifically for companies that sell, service, and support technology. Designed for Managed Service Providers (MSPs) and IT service organizations, it centralizes operations, strengthens accountability, and improves service delivery by bringing every core workflow into one modern platform. ConnectWise PSA helps MSPs reduce manual effort and streamline operations through adaptive workflows, automated billing, and structured service processes. From ticket management and customer service to sales, project delivery, and business analytics, ConnectWise PSA gives teams the tools they need to work smarter, faster, and with greater consistency. As a unified command center for the business, ConnectWise PSA provides real-time visibility across service, finance, and operations. This holistic approach allows MSPs to eliminate swivel-chair work, reduce errors, and make data-driven decisions that support growth and customer satisfaction. Routine tasks become automated, freeing technicians and leaders to focus on strategic initiatives rather than administrative overhead. Built for small to mid-sized technology firms and MSPs, ConnectWise PSA supports the full lifecycle of managed services. Users rely on it to track and resolve service tickets, automate recurring and one-time invoicing, manage projects, oversee sales activity, and monitor key performance metrics—all from a single platform that scales with the business. Core capabilities include an advanced service desk for efficient ticket routing and resolution, reliable integrations with major accounting platforms, robust quoting and invoicing tools for accelerating cash flow, and comprehensive project management to keep teams aligned. Built-in dashboards and analytics surface trends and insights that help leaders improve performance and operate proactively. Backed by more than 40 years of experience in the technology services industry, ConnectWise stands apart through its global community, deep ecosystem, and continuous innovation. ConnectWise PSA gives MSPs the foundation they need to run and grow their business today while preparing for a future powered by automation and intelligent service delivery. **Average Rating:** 3.9/5.0 **Total Reviews:** 501 **How Do G2 Users Rate ConnectWise PSA?** - **Has the product been a good partner in doing business?:** 7.4/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 7.3/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 7.6/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 6.4/10 (Category avg: 8.2/10) **Who Is the Company Behind ConnectWise PSA?** - **Seller:** [ConnectWise](https://www.g2.com/sellers/connectwise) - **Company Website:** https://www.connectwise.com/ - **Year Founded:** 1982 - **HQ Location:** Tampa, FL - **Twitter:** @ConnectWise (14,932 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/48576/ (3,388 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** President, Network Engineer - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 67% Small-Business, 27% Mid-Market #### What Are ConnectWise PSA's Pros and Cons? **Pros:** - Ease of Use (36 reviews) - Integration (21 reviews) - Integrations (16 reviews) - Feature Richness (15 reviews) - Customer Support (13 reviews) **Cons:** - Learning Curve (24 reviews) - Poor Customer Support (16 reviews) - Complex Usability (15 reviews) - Missing Features (13 reviews) - Performance Issues (10 reviews) ### 25. [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews) Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Remedyforce is designed to remove complexity and help you quickly realize value. **Average Rating:** 3.9/5.0 **Total Reviews:** 45 **How Do G2 Users Rate BMC Helix Remedyforce?** - **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 8.6/10) - **Ticket Prioritization:** 9.0/10 (Category avg: 8.7/10) - **Automate Ticket Routing:** 8.7/10 (Category avg: 8.7/10) - **Knowledge Base/Ticket Integration:** 8.7/10 (Category avg: 8.2/10) **Who Is the Company Behind BMC Helix Remedyforce?** - **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix) - **Year Founded:** 2025 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/bmchelix/ (1,083 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 54% Enterprise, 46% Mid-Market ## What Is Service Desk Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Service Desk Software? - [Help Desk Software](https://www.g2.com/categories/help-desk) - [IT Asset Management Software](https://www.g2.com/categories/it-asset-management) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) --- ## How Do You Choose the Right Service Desk Software? ### What You Should Know About Service Desk Software ### What is Service Desk Software? An IT service desk, also known as a service desk, is a ticket management system that allows businesses to implement strong and effective workflows for internal support departments. It is the single point of contact (SPOC) between the IT service provider and users for day-to-day activities.  Service desk software is designed to manage incidents and services apart from user communications for outages. It plays a crucial role in facilitating the amalgamation of business processes with the technology ecosystem and broader service management infrastructure. Service desk products provide a variety of other functionalities, including IT asset management and incident management, which can be beneficial for companies of all sizes. Users can track IT assets in real time and record data regarding the health and performance of such assets. Additionally, IT asset management allows teams to assign specific assets to specific employees for ticket routing purposes. Tracking all these devices and assets provides greater transparency to a business. Asset management also helps optimize IT purchasing, regardless of company or department size. #### What Types of Service Desk Software Exist? Service desk system types are categorized based on the size of their target business users, deployment, and source code accessibility. Here are the five types of service desk software: **Cloud-based service desk software** Cloud-based service desk software is hosted on external servers accessible to agents and IT admins with the help of a browser on any device. It allows the business to handle fluctuating workloads without worrying about overloaded support portals during peak hours. SaaS tools enable teams to use a cloud-hosted product without requiring local installation. One of the most significant advantages of having a service desk ticket management system in the cloud is that the data is secure with retrievable backup options. **Enterprise service desk software** Enterprise service desk software is more complex with modules that comprise IT asset management, account management, service request fulfillment, and change and survey management. For large enterprises, different departments require a stable and systematic process to ask for and receive support, especially when it comes to asset management and technical aid. Organizations use enterprise service desk tools because they include features that most lower-tier packages do not, such as advanced encryption and security, multi-brand support, custom user roles, enterprise reporting, and sandbox. Enterprise-level software is also known to be more customizable so that organizations can automate more sophisticated capabilities for their teams. **On-premises service desk software** An on-premises service desk is licensed software purchased and installed by an organization on its servers to run the system. It generally requires a one-time setup fee, while a scheduled upgrade would demand an additional charge. The IT team assumes the responsibility of system maintenance and data backup. Alternatively, the organization can purchase a separate plan that includes technical support. The major advantage of on-premises service desk software is that the company owns and hosts the system resulting in complete authority over data security and privacy of information. On-premises software integrates better with local security options and generally provides greater customization. **Open-source service desk software** Open-source service desk software lets developers access its source code contrary to proprietary software that either forbids it completely or needs user license and permission. Since open-source service desks can be modified or enhanced, developers can add features, adjust processes, or fix bugs in the system. It is ideal for businesses with programming capabilities whose skilled IT departments can execute these changes and enhancements. **Mobile device support service desk software** If employees use mobile devices such as smartphones or tablets for work, a company’s service desk product must support such devices. Before selecting the software, it is necessary to verify a service desk solution that provides mobile support if needed, and if so, which devices are covered; some products only support iOS while others support Android. Buyers should work with their company’s IT team to decide which type of mobile app support, if any, is required and focus on the software that offers easy integration with these devices. ### What are the Common Features of Service Desk Software? Service desk software is an excellent resource for companies to keep their IT infrastructure running optimally. The following are some core features within service desk tools that can help users make the most of them: **Automated ticket creation**** :** Manually handling customer issues can take up a lot of time. Efficient service desk software streamlines workflows to automatically create support tickets based on the information that users provide. These tickets can be viewed by the filing user, analysts, and management auditing the ticket. **Ticket notification:** Service desk platforms need a system that automatically notifies the IT team whenever a new ticket is created. This helps in prompt management of issues. Communication received via email, live chat, or phone is converted into actionable tickets. Custom priorities and statuses can also be created for these tickets based on the user’s requirements. Users can create a custom priority called “High-value customer” to expedite a ticket resolution or a custom status called “Manager’s approval” for them to identify tickets faster. **Ticket tagging:** Another important feature that a service desk software should have is the organization of tickets by issue, service level agreement (SLA), or other priorities. A high-quality service desk tool allows the IT team to tag and sort tickets according to their tag. This helps them take a broader look at the requests that come in and check any recurring issues that need to be addressed or require de-escalation. **Knowledge management:** With an integrated knowledge base, automatic recommendations can be made based on keyword recognition for new tickets. This aids new people in the IT team in understanding typical troubleshooting methods and helps experienced people watch over what knowledge needs to be updated or added. **Ticket history tracking:** Mistakes may come up during a ticket resolution process, and it is imperative for the IT team to be able to track the mistake. A service desk tool needs to have ticket history tracking to view the history of a ticket and ensure that everything is functioning as intended.  **Reporting:** It is essential to track the IT team's progress in handling and resolving service tickets. An effective service desk tool helps generate reports on each part of the customer service process. This includes the volume of tickets coming in, number of tickets resolved, average resolution time, what kinds of tickets are resolved the most, and more.  **Asset management:** Service desk software must track internal hardware and software issues. This allows the IT team to sort and access all assets and the maintenance history related to a specific ticket or product. This aids in resolving issues efficiently. ### What are the Benefits of Service Desk Software? Service desk solutions can have their own set of benefits. A few of them are listed below: **Cost savings and scalability:** The two most common benefits organizations seek while implementing IT service desk software are cost savings and scalability. A service desk that is adequately staffed and well managed can handle much of the routine IT work. It provides companies with a relatively low-cost option for transferring simple work from engineering teams and subject matter experts, enabling them to focus on activities that add more value to the company.  **Early warning of potential problems:** Based on the volume of issues and requests that the service desk handles, organizations can use it as a monitoring tool to identify and preemptively address issues. The “early warning system” that the service desk provides can enable proactive problem management, preventative maintenance, and service changes to reduce the user impacts of outages and service deterioration. **Increased communication and transparency:** Service desk software facilitates communication between IT and other departments, helping resolve and prevent glitches and breakdowns by helping users create, assign, track, and resolve tickets. **Reduced downtime:** Service desk platforms help reduce end-user downtime with streamlined ticket tracking and issue resolution. It facilitates standardization of IT processes, enabling better IT-related strategy planning and tracking. **Improved productivity:** Service desks help improve agent productivity by preventing ticket losses. It minimizes disruptions, equipping an organization with 360-degree visibility of their IT and business assets. ### Who Uses Service Desk Software? **IT teams:** Service desk software is traditionally used by the internal IT service teams of enterprises, small businesses, and medium businesses as a ticketing system to provide better assistance to employees using IT equipment. These tickets can track the progress of IT requests, offering users transparency into issue resolution. Service desk products centralize the tickets and allocate them to the proper IT support staff. This can lead to quicker resolutions and prevent any issues from being lost in the shuffle. By increasing support efficiency with these methods, IT support teams can better meet SLAs and keep employees satisfied and productive. #### Software Related to Service Desk Software Related solutions that can be used together with service desk software include: [Help desk software](https://www.g2.com/categories/help-desk) **:** IT help desk software is a one-stop point of contact where customers can send their queries or problems. It organizes ticket requests from customers outside the company and provides them with information and support regarding its products or services. If a team is handling customer issues, they’ll likely want to investigate help desk solutions providing features for external-facing resources and communication. Some product suites support both internal service and external assistance if an organization requires both. Usually, service desks have a help desk component incorporated to improve IT processes and enhance efficiency. [Knowledge management software](https://www.g2.com/categories/knowledge-management) **:** A knowledge management system is crucial for managing resources and ensuring organizational knowledge is available to those who need it. Knowledge management solutions can speed up issue resolution time by providing guidance and answers to often seen issues. Knowledge management software has both internal and external use cases. Some companies use knowledge management software as an internal database for employees to reference, while others use it as an external reference for customers. [Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Often, issues and requests that generate user calls into the IT service desk are matters that the user could address on their own if they had the right set of tools and access to information. One of the best ways to maximize service desk efficiency is to provide self-service options. A self-service portal helps users resolve their issues faster, without the delays of waiting for an agent. They also help the company save funds by reducing the need for additional agent capacity in the IT service desk to address simple requests.  [Remote support software](http://www.g2.com/categories/remote-support) **:** Internal support analysts can provide greater support to employees by being able to assist remotely whenever possible. Remote support solutions allow analysts to work with internal users on issue resolution via virtual access established through a cloud gateway. Remote support solutions enable analysts to work with internal users on issue resolution without physically accessing the user’s device. ### Challenges with Service Desk Software Working in the IT service desk business is quite hectic. Every customer wants to receive fast and professional support, which puts a considerable amount of pressure on staff members. Here are some challenges that agents working in an IT service desk encounter: **Numerous requests from different departments and interruptions:** IT teams at high technology companies can get swamped by technical issues at a near-constant rate. At the same time, more niche businesses will only see a few requests per day. As technology becomes more vital in business operations, the need for instant troubleshooting increases significantly. This can quickly become a problem when the service desk receives too many requests and lacks the necessary communication tools. The cost of IT service failures can be substantial, and downtime can have an adverse impact on the organization's business. Therefore, it’s crucial to have an IT service desk and efficient processes in place to deal with issues promptly while maintaining quality standards. **Up-to-date knowledge:** Within service desk solutions, knowledge bases are effective only if they’re maintained. This may demand extra time on the part of the IT team in case they find that a previous piece of knowledge is outdated and needs to be updated. While the task shouldn’t necessarily have to fall on one person to maintain the effectiveness of a knowledge base, companies should consider having an analyst on the service desk who would be responsible for maintaining the knowledge base, should their size necessitate this consideration. **Wasting time on recurring issues:** Without a tool for collecting, recording, and analyzing support data, organizations can easily fall into the trap of solving the same problems all over again. If the IT service desk doesn’t keep track of the most common issues, the IT team will waste time trying to identify and fix the issues that have already been worked on. However, it is impossible to remove every problem, so it’s essential to invest in reliable software and create a database of all the issues together with solutions. Such a database will enable the IT service desk to quickly address recurring issues and prevent some common operational bottlenecks in the future. **Lack of useful self-service tools:** Technology is instrumental to providing efficient and effective IT support, yet many service desks suffer from a technology gap between what they have and what is needed. Unavailability of sufficient time and resources to upgrade to the most recent version of the service desk tool and constrained business budgets for getting a new solution make it difficult for the IT team to resolve issues smoothly. It is essential for the IT team to future-proof their purchase decision by creating an improvement roadmap and deciding on the supporting features they would require. ### How to Buy Service Desk Software #### Requirements Gathering (RFI/RFP) for Service Desk Software Wherever a business is in its buying process, G2 can help select the best service desk software for their needs. The buyer might find that the IT team in the organization spends too much time manually tracking tickets in email chains and filling out spreadsheets. Instead, they can switch over to software to manage all of that in an organized location. Users should think about the pain points and jot them down; these should help create a checklist of criteria. Additionally, the buyer must determine the number of employees who will need to use this software, which drives the number of licenses they are likely to buy. The checklist serves as a detailed guide that includes both essential and nice-to-have features, including budget features, number of users, integrations, security requirements, cloud or on-premises solutions, and more. Depending on the scope of the deployment, it might be helpful to produce an RFI, a one-page list with a few bullet points describing what is needed from a service desk software. #### Compare Service Desk Products **Create a long list** From meeting the business functionality needs to implementation, service desk software vendor evaluations are an essential part of the software buying process. For ease of comparison, after all demos and trials are complete, it helps prepare a consistent list of questions regarding specific requirements and concerns to ask each vendor.  **Create a short list** From the long list of vendors, it is helpful to narrow down the list of vendors and come up with a shorter list of contenders after excluding from consideration any products that don’t cover all of the required features. With this list in hand, businesses can produce a matrix to compare the pros and cons as well as the pricing of the various products. **Conduct demos** Demos provide an opportunity to buyers to see how a service desk software can address IT-related issues effectively. It is lucrative to request the vendor for a live demo of the software to have an in-depth understanding of the features it offers. This will allow the business to evaluate how each vendor stacks up against the competition. Also, It's typical for vendors to offer a free trial of their software, and buyers should sign up for that option. Companies can use dummy data to see how ticket creation, status tracking, and other features will work in the system to make sure it's what they are looking for. #### Selection of Service Desk Software **Choose an evaluation team** Before getting started, it's crucial to create a team that will work together throughout the entire process, from identification of pain points to implementation. The software selection team should consist of members of the organization who have the right interest, skills, and time to participate in this process. A good starting point is to aim for a group of three to five people, including a junior-level customer service person, a couple of service desk users, and a manager or senior leader. Combining their different needs and backgrounds will provide the buyer with a more efficient way to tell if the service desk will be a good fit for the whole organization. It is necessary for the whole evaluation team to look at the same tool simultaneously rather than working in silos. **Consider scalability** Functionality matters a great deal while choosing an IT service management solution, but scale is also an incredibly important consideration. The cost of having to refresh the service desk can be significant. Correctly projecting scale based on the organization’s staffing requirements can lead to significant cost savings over time, as the organization is able to continue expanding without having to invest in a new solution to meet the new challenges created by a large-scale operation. The solution should be scalable to provide room for future business growth. It should be able to adjust for more technicians, end-users, modules, and other IT management tools. **Prioritize reliability and support** The buying organization should be aware of the support channels available when a service desk system has an outage or when a process needs reworking. Every software product experiences issues, but some companies do much better than others in handling those situations. The organization should always take into consideration the quality of support provided by the vendor while evaluating alternatives. Within this, timeliness and available support channels can be two major factors to consider. ### What does Service Desk Software Cost? Pricing is a major consideration when finding a solution that meets the organization’s needs for issues relating to the size of operations in the service desk. Sometimes, purchasing a solution that meets current requirements and replacing it over time may make sense, but only if an organization anticipates making major technological changes that make an entirely new platform necessary regardless of scale concerns. Finding the right price point depends on weighing functionality, features, and capacity issues besides one another to find the right fit for the organization’s operational needs. ITSM solutions usually come with different licenses at different prices. When choosing a service desk software, it is important to strike a balance between features and license price based on the company’s budget. The organization must look into the cost of scaling up, receiving support, and annual maintenance. ### Service Desk Software Trends **Internet of things (IoT)** As more devices become network-connected, service desk analysts and support staff will require the ability to manage and troubleshoot a variety of devices. Pairing service desk solutions with [IoT management platforms](https://www.g2.com/categories/iot-management) may help a company’s analysts stay on top of growing IoT needs. **Automation ** Chatbots, Machine Learning, and other AI technologies will likely be integrated into day-to-day service desk functions sooner rather than later. These options can help mediate some of the simpler issues service desks face, allowing the IT team to spend more time addressing larger issues. **Focus on consumer experience** The role of IT support is to make sure that IT services help employees with their work. Increased expectations of IT employees have shifted the focus of IT towards providing a better end-user experience. Providing a better end-user experience improves the IT department's reputation and creates a work environment free of frustration for both end users and IT technicians.