It Incident Management Software

So far, we have yet to come across a dislike. There is one small Feature request we would like to see come to life and be apart of their platform, but we have yet to get it approved. Review collected by and hosted on G2.com.

They are adding more and more features so you don't have to work with difference vendors or software to get it all done for your client. Review collected by and hosted on G2.com.

I think the licensing cost of having ServiceNow is increasing by each passing day which if clubbed with good deals can be fixed.

The support system from ServiceNow only takes care of the OOB functionalities and very little or no support to customizations.

Which if improved can take ServiceNow experience of customers to another level. Review collected by and hosted on G2.com.

To take care of day to day experiences like raising an Incident if you are facing an issue f.ex. internet not working can be reported through incident and which team is working on it to fix it, if we want to put any additional comments can be taken care of in the same incident form.

similarly to raise a new request for something like ordering a new laptop we can go to service catalog and raise a new request.

There are so many other modules like Problem, Change, knowledge which similarly eases the day to day works of different teams by streamlining the processes. Review collected by and hosted on G2.com.

hile Atera worked well for our core RMM needs, some areas felt less mature as our requirements grew. Reporting and customisation could be more flexible, and patch management did not always provide the level of detail or control we wanted. We also found that some newer functionality received significant focus while parts of the core platform could still benefit from refinement. Overall, it remains a capable platform, but there are areas where larger or more complex ICT environments may start to feel its limitations. Review collected by and hosted on G2.com.

Atera is helping us centralise device monitoring, patch management, remote support and IT automation across our environment. Having this information in one place gives our ICT team better visibility of device health and lets us respond to issues without needing to physically access the device.

The biggest benefit has been reducing manual administration. Automated patching, software deployment, monitoring alerts and scripting allow us to manage a large number of endpoints more consistently and proactively. This saves technician time and helps us identify issues before they become larger support problems. Review collected by and hosted on G2.com.

Nothing comes to mind at the moment, since we’ve only just started using the application. Review collected by and hosted on G2.com.

Our support team now spends far less time responding to status update requests because users automatically receive timely notifications. As a result, customer confidence has improved, and our agents can stay focused on resolving issues instead of repeatedly providing updates. Review collected by and hosted on G2.com.

ServiceNow ITOM has a few notable drawbacks, starting with its high cost, particularly if you rely on advanced modules such as Discovery, Service Mapping, and AIOps. In large scale implementation projects, the implementation process can be complex and time-consuming, often requiring skilled resources as well as ongoing tuning to keep everything working as expected. In more complex environments, Discovery and service mapping may not always be fully accurate, which can lead to gaps or inconsistencies.

The platform also comes with a steep learning curve. On top of that, the AI/AIOps capabilities depend heavily on having high-quality data and the right configuration; early on, they may generate false positives or miss certain issues. Finally, performance can be impacted when large volumes of events are being processed, especially if the environment is not properly optimized. Review collected by and hosted on G2.com.

ServiceNow ITOM helps address several common challenges in IT operations, such as limited visibility, fragmented toolsets, alert overload, and overly reactive incident handling. By offering unified monitoring and service mapping, it provides clearer insight into infrastructure dependencies and supports faster root-cause analysis.

Thanks to its strong integration capabilities, ITOM can consolidate data from multiple monitoring tools into a single platform, reducing silos and improving coordination across teams. It also remains reliable under high event volumes, which helps teams process alerts efficiently and focus attention on what matters most.

With its AI/AIOps features, ITOM further reduces noise and inefficiency by correlating events, detecting anomalies, and predicting potential issues before they affect users. This helps shift operations from reactive firefighting to a more proactive approach.

From a pricing and ROI standpoint, the platform delivers value by reducing downtime, minimizing manual effort, and improving overall operational efficiency, which can translate into cost savings over time. In addition, structured support and onboarding make adoption smoother and help teams accelerate time to value.

The UI/UX is intuitive and well-structured, making it easy to navigate between events, service maps, and incidents, which improves efficiency and reduces the learning curve for operations teams. Review collected by and hosted on G2.com.

Notion sync isn’t real time. New pages take a while to be searchable by the agent. If we ship a fresh runbook in the morning the AI doesn’t know about it until later that day. Review collected by and hosted on G2.com.

it helped me to deploy AI for my entire company and reduce the volume of request my team used to receive Review collected by and hosted on G2.com.

One area I dislike about ManageEngine Endpoint Central is that the interface can sometimes feel cluttered and overwhelming, especially when navigating through advanced features. Some configurations require multiple steps, which can make routine tasks more time-consuming. Improving the UI, simplifying navigation, and providing clearer guidance for certain settings would make the overall experience more user-friendly and efficient. Review collected by and hosted on G2.com.

ManageEngine Endpoint Central helps solve the challenge of managing and securing multiple devices from one centralized platform. It makes tasks like software deployment, patch management, remote troubleshooting, and device monitoring much easier. This saves time, reduces manual work, and helps ensure that endpoints stay updated, secure, and compliant. Review collected by and hosted on G2.com.

Some reports in the inventory area, especially those related to software, can still evolve. Expanding these analyses would provide a more complete set of information, facilitating the centralization of tools and improving IT asset control. Review collected by and hosted on G2.com.

Milvus has been fundamental for the continuous evolution of my support. Through dashboards, reports, and detailed monitoring of the services, I can identify patterns, map recurring failures, and act more strategically on the root cause of problems. This allows us to move from a merely reactive stance and work on neutralizing recurring incidents, increasing team efficiency, improving SLAs, and enhancing the quality of service provided to users. Review collected by and hosted on G2.com.

I don’t really have any major complaints. The main thing I’ve noticed is that the overall experience depends a lot on how the organization has configured the service portal. Some request forms ask for a lot of information, even for simple issues, so submitting a ticket can sometimes take longer than I’d expect.

Other than that, the platform itself has been reliable and straightforward to use. Review collected by and hosted on G2.com.

It gives me a structured way to raise IT requests instead of sending emails or messaging different people. Whether it’s a software installation, an access request, a hardware issue, or any other internal support need, everything is captured and tracked through a single ticket.

The biggest advantage is being able to see where my request stands at any time, without having to chase updates. Because all communication stays within the ticket, it’s also easy to look back at earlier messages and refer to previous conversations when needed.

Overall, it saves me time, keeps requests organized, and makes working with the IT team much smoother. Review collected by and hosted on G2.com.

The pricing tiers (enterprise level access might be helpful) and limits on automations/integrations can be restrictive as teams grow, and the interface can feel a bit cluttered and overwhelming for new users. Review collected by and hosted on G2.com.

Monday.com is helping us centralize all our project and work management in one place. It solves problems around status tracking, ownership, and communication by giving the whole team a single, transparent view of tasks, deadlines, and P&L. Automations reduce manual follow‑ups and routine admin work, so we spend less time chasing updates and more time actually delivering. Review collected by and hosted on G2.com.

Some of the more advanced features do take time to get comfortable with. There’s a lot in the platform, and even after using it for about a year, we’re still turning on parts of it that we hadn’t used much before. Review collected by and hosted on G2.com.

With the previous tool we had, keeping track of equipment and software involved a lot of checking around. Alloy gives IT and the departments a common view of what we already have, which has cut down on duplicate purchase requests and made ownership easier to track. Review collected by and hosted on G2.com.

I do not have any major dislikes regarding freshservice Review collected by and hosted on G2.com.

Unified Service Operations:

Freshservice unifies IT operations, enhancing both employee and agent efficiency. By connecting teams and tools, it streamlines processes from the service desk to the C-suite.

Benefit: Reduced spending, increased satisfaction, and improved business continuity

Built-in AI:

Freshservice leverages AI to boost efficiency and enhance user experience. It automates routine queries, enables self-service, and provides performance insights.

Benefit: Time savings, improved productivity, and better service quality

Workflows and Automation:

Freshservice offers codeless drag-and-drop automations, simplifying repetitive tasks. Key workflows and integrations are built in, allowing teams to collaborate effectively.

Benefit: Increased productivity, streamlined processes, and future efficiencies

Incident Management and Prevention:

Freshservice focuses on analyzing problems and preventing damage rather than reactive issue resolution. It prevents approximately 80% of IT issues.

Benefit: Reduced effort for technicians, higher satisfaction rates, and proactive problem-solving

Self-Service Portal:

Freshservice provides an autopilot self-service portal for customers. Users can log in anytime from any device, access support, and find solutions independently.

Benefit: Improved user experience, reduced workload on IT teams, and faster issue resolution

Asset Management:

Freshservice allows real-time tracking and management of hardware, software, and SaaS assets through an auto-updating CMDB (Configuration Management Database).

Benefit: Enhanced visibility, efficient asset management, and informed decision-making

Integrations:

Freshservice seamlessly integrates with cloud and on-premise enterprise applications, ensuring faster time-to-value and higher productivity.

Benefit: Enhanced collaboration, streamlined processes, and holistic IT management Review collected by and hosted on G2.com.

The user interface could be more intuitive and responsive, particularly when working with a large volume of tickets. Some workflows and automation configurations require significant customization and aren’t straightforward to set up, which adds extra effort during implementation. Reporting and dashboard customization could also be more flexible to better align with managed service reporting requirements. Email notifications and their formatting could be improved for greater readability and consistency. Performance can also occasionally slow down when processing large datasets or generating complex reports. Review collected by and hosted on G2.com.

Motadata ServiceOps centralizes our ITSM operations, automates key workflows, improves SLA compliance, and gives us clearer visibility into service delivery. As a result, it has reduced manual effort, boosted operational efficiency, and helped us deliver managed services to our customers faster and more consistently. Review collected by and hosted on G2.com.

Not a lot not to like honestly. The reporting could be a bit more flexible, but that's really minor in the grand scheme of things. Review collected by and hosted on G2.com.

Our IT team was constantly buried in repetitive tickets — the kind of stuff that shouldn't require a human at all. Harmony basically took that whole pile off our plate. We're also scaling fast, and manually keeping up with onboarding, access requests, and offboarding just wasn't sustainable anymore. Now it all runs on its own, which means our team can actually focus on things that matter. Review collected by and hosted on G2.com.

I don't like that in Proactivanet creating a metric and alert is complex; I would like to be able to do it easily, just like customizing colors, for example, in Power BI. Review collected by and hosted on G2.com.

Proactivanet has helped us to have centralized control of the university's technological assets on a single platform, allowing us to identify who uses them, how often, and the type of use given to the computing equipment, which facilitates decision-making. Review collected by and hosted on G2.com.

I have some ideas that would be great but it is not a dislike. I have a list of Scripts and Task that would be great to be able to choose several of the to run instead of one at a time. Again a suggestion but not a dislike. Review collected by and hosted on G2.com.

Remembering password in the browser so I don't have to enter it again and again. Also an issue where pushing out a file via scripts and the file requires logging in as admin to use it. They told me how to change rights on the folder as a quick patch and are actively working to change this in th system to not have this issue. Review collected by and hosted on G2.com.

There is nothing to dislike about the tool. Any product has to go through its evolution with time and AI/ML features are being proposed for future releases and looking forward to experiencing the same. Review collected by and hosted on G2.com.

Currently we are using Wolken service desk for all our customer delivery where SLA's are key for operations. The ease of creating tickets, the operations flow and visibility to our customers is seamless. The knowledge base helps us and also users to resolve the tickets/issue faster. The reports and dashboards helps us generate our weekly/monthly reports easier and the tool becomes single point of reference/proof for review. Review collected by and hosted on G2.com.

I find the pricing for higher tier features to be an issue, and I also notice weaker support for Apple/Mac devices. It would be great if LogMeIn Resolve could make the Mac setup more seamless and reduce the number of permissions users have to manually approve. Review collected by and hosted on G2.com.

I use LogMeIn Resolve for remote support, managing endpoints, and solving IT issues efficiently. It saves time by combining patch management, unattended access, ticketing, and RMM features in one platform, reducing the need for multiple tools and handling offline issues, keeping devices secure and productive. Review collected by and hosted on G2.com.

There is a specific feature that I would like to see in future updates: the ability to save views (tickets assigned to a certain agent, tickets with a certain status) to your HALP profile Review collected by and hosted on G2.com.

HALP is making it easy for our team to solve issues as they arise whether they create a ticket through Teams or email. It also makes it easy for the requester to follow the status of their ticket due to the fact it is updated dynamically through teams. Review collected by and hosted on G2.com.

Red Hat Smart Management exhibits strong integration with Red Hat products, which may pose challenges if considering a transition to alternative vendors down the road. Additionally, apart from these overarching concerns, a number of users have expressed criticisms about specific aspects of Red Hat Smart Management:

1.Navigating and utilizing the reporting system can be somewhat challenging. 2.While capable, the performance monitoring features may not match the robustness found in some competing products.

3.The support for non-Red Hat systems is somewhat limited. Review collected by and hosted on G2.com.

Improved security: Red Hat Smart Management can help organizations to improve their security posture by providing a centralized view of all RHEL systems and by automating patch management.

Increased compliance: Red Hat Smart Management can help organizations to comply with industry regulations by providing compliance reporting capabilities.

Improved performance and reliability: Red Hat Smart Management can help organizations to improve the performance and reliability of their RHEL environments by providing performance monitoring and troubleshooting capabilities. Review collected by and hosted on G2.com.