It Incident Management Software

One of the main challenges with ServiceNow ITSM is its complexity. While the interface is generally user-friendly, some features and configuration options can be difficult for new users to navigate without proper training. The platform offers extensive integration capabilities, but setting up and managing integrations can sometimes be time-consuming. Performance is usually reliable, although heavily customized implementations may require ongoing optimization. Cost is another consideration, as licensing and implementation expenses can be significant. The documentation and support resources are useful, but certain advanced use cases still require experienced administrators. The AI and automation capabilities help reduce manual effort, but there are occasions where recommendations need additional fine-tuning to deliver the best results. Overall, these are manageable challenges, but they are worth considering before implementation. Review collected by and hosted on G2.com.

One of the biggest problems ServiceNow ITSM solves for us is bringing all IT support activities into a single place. It gives better visibility into incidents, requests, and ongoing work, which makes it much easier to understand priorities and track progress. The dashboards and workflows help keep teams aligned, and users can quickly see the status of their requests without needing constant follow-ups. The platform integrates well with other systems we use, which reduces manual work and helps information flow more smoothly across teams. We've also seen benefits from the automation and AI capabilities, particularly in ticket routing and handling routine tasks. This has helped improve response times and overall service quality. While onboarding and configuration required some effort initially, the platform has paid off through improved efficiency, better collaboration, and more consistent service delivery. Overall, it has helped our team work more effectively and provide faster, more reliable support to end users. Review collected by and hosted on G2.com.

While NinjaOne was more expensive compared to other RMM solutions our team evaluated, the professionalism and value it provides absolutely justifies the cost. Review collected by and hosted on G2.com.

NinjaOne is indispensable in our IT environment for its robust remote monitoring and troubleshooting capabilities. It ensures all company devices consistently adhere to the latest software and OS updates, maintaining compliance seamlessly. Furthermore, it enables instant remote access, enabling our team to promptly address and resolve any user issues. This significantly enhances our operational efficiency and user satisfaction. Review collected by and hosted on G2.com.

Some issues require site visits which have nothing to do with RMM. Review collected by and hosted on G2.com.

A lab PC is three months behind on Windows updates and failing a compliance check. Patching pushes the missing updates after hours, confirms they installed, and clears the flag without a campus visit. A front-desk machine is frozen mid-enrollment. Remote control puts you on the session in about a minute, you kill the stuck process, and the adviser stays on the phone with the applicant. Disk space on a shared workstation hits the alert threshold before the user notices. You clear the cache and the temp files from the console. The ticket never gets written. A laptop drops off the network overnight. The agent shows it last checked in, whether it is online now, and which switch port it was on. You know if it is asleep, unplugged, or actually down before anyone drives over. Review collected by and hosted on G2.com.

The AI features are still something we're learning how to use effectively, so more guidance around different use cases would be helpful Review collected by and hosted on G2.com.

We're spending less time looking through tickets just to understand what needs attention. Agents also don't have to write every response from scratch, which is helpful when ticket volumes are high. 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.

I think, at times, visualizing files in Monday Service can be improved. Right now, files are kinda dumped into one bucket, and there's not a way to really organize them within the file structure. It'd be better if I could move files around and see them more clearly. Review collected by and hosted on G2.com.

monday service is critical for project management, allowing collaboration to reach goals and complete projects. It automates processes that would otherwise take hours, organizes and systematizes communication and project intake, and enhances collaboration and sharing of ideas. 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.

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.

As Market Research & Consumer Insights Lead for our Austin CPG brand, Freshservice works well for logging IT and marketing support tickets, but it has notable gaps in custom profile field flexibility, native survey-platform integration, and targeted audit filtering that create extra manual work when managing consumer respondent data requests. These limitations slow our research workflows and add overhead when preparing CCPA evidence for our consumer feedback programs.

The biggest pain point is there is no native connector for Doopoll, our primary consumer polling and concept-testing platform. Every time I submit a ticket requesting Zapier workflow changes, new poll audience segmentation, or fixes to our CRM data exports, I have to manually copy poll IDs, respondent volume estimates, and PII retention rules into the ticket body. Last quarter, we ran a product concept test survey with over 1,800 consumer responses. I created three separate Freshservice tickets for pipeline setup, consent validation, and BI export configuration, and I had to manually paste in all survey metadata for each request. Without a direct integration, updates to poll status or respondent counts do not auto-refresh inside Freshservice tickets. On one occasion, our IT team worked off an older respondent volume estimate, which delayed our data pipeline launch by two business days. We also cannot auto-link ticket activity back to specific poll campaigns, so tracing the full lifecycle of a consumer data access request requires manual cross-referencing across Freshservice and Doopoll.

The second major limitation is restricted custom profile field functionality for our research team access controls. The profile edit screen shown in the screenshot only includes basic built-in fields like territory, time zone and contact details. We cannot add dedicated custom profile tags to mark which team members are authorized to view consumer PII. When onboarding new research analysts, I need to manually document their PII access permissions outside Freshservice in a separate spreadsheet. During our last CCPA review, auditors asked to see a list of users with permission to view survey respondent data. I had to combine Freshservice user exports with our offline permission log, which added 9 hours of manual reconciliation work. The platform also does not support fine-grained ticket-level permissions; read-only stakeholders cannot view ticket attachments containing PII handling documentation without being granted broader agent access.

Audit log filtering is also rigid. While Freshservice captures basic ticket activity, I cannot quickly filter logs to show only tickets related to consumer survey data access requests. The log exports are broad, so I must manually sift through hundreds of unrelated IT tickets to extract the subset of records required for CCPA audits. There is also no built-in automated archiving rule for research-related tickets, so I have to manually close and archive old survey-request tickets to meet our CCPA data retention timeline.

Suggestions for improvement: Build native Doopoll integration so poll metadata auto-populates into Freshservice tickets. Add custom profile dropdown fields to tag users with PII access classification. Enable filtered audit log exports, so I can isolate consumer data request tickets for auditors. Add webhooks to push ticket status updates to our BI platform, plus configurable ticket retention policies to auto-archive closed research tickets after our compliance window ends.

Freshservice is reliable for standard internal service requests and ticket tracking. Even so, it is not built for specialized market research teams managing consumer PII under CCPA. Without survey tool integrations and granular user tagging, it forces extra manual reconciliation and creates risk of incomplete audit documentation for our consumer insights work. Review collected by and hosted on G2.com.

As Market Research & Consumer Insights Lead for our Austin CPG brand, I oversee product concept testing and post-purchase feedback campaigns using Doopoll, and I regularly submit requests to IT, marketing and data teams to build survey pipelines and BI exports. Before rolling out Freshservice, our team faced major chaos for internal support requests. We struggled with scattered email threads for data access and integration requests, no centralized audit trail for consumer PII access approvals, and no single place to track when IT work for our survey projects was completed, but now we can log all research-related requests as tickets and tie them to team member profile records, which has resulted in roughly 3 hours saved weekly chasing request statuses and a 40% reduction in hours spent compiling CCPA audit evidence for consumer feedback programs.

Before Freshservice, every request for Zapier workflow tweaks, CRM data syncs or BI dashboard access was sent via email. I would send an email to IT to set up a new Doopoll poll export, and responses would get buried in long email chains. When team members rotated or left the company, critical approval context would disappear. Last year, we ran a large packaging concept test with over 2,000 participants, and we lost track of an email request to adjust PII retention rules. This created a gap in our compliance records, and we spent nearly 10 hours reconstructing the request history during our CCPA review. There was also no consistent way to route requests to the right team; tickets would land with the wrong department, causing unnecessary delays for our product research timelines. We had no unified place to store supporting documents like survey consent forms, poll mockups or data handling guidelines, so important attachments would get separated from the original request.

Freshservice solves these pain points with its ticket portal and user profile configuration panel shown in the screenshot. When I need IT to build a new data pipeline for a consumer poll, I create a ticket, attach all supporting research documentation, and assign it to the correct internal team. I can update team member profiles with territory, time zone and contact details, helping route tickets properly and keep our stakeholder directory organized. The “My Tickets” view lets me quickly check the status of every active request, so I don’t have to send repetitive follow-up emails to IT or data analysts. Every ticket keeps a permanent timestamped log of conversations, approvals and file attachments. When auditors request proof that we followed CCPA rules for consumer respondent data access, I can pull these ticket histories directly to demonstrate our approval workflow. We can also give stakeholders limited portal access to view ticket progress, so product and marketing leaders can check the status of research requests without reaching out to me directly.

Suggestions for improvement: Add native Doopoll integration so poll metadata auto-populates into newly created tickets. Add custom profile fields to tag users by their PII access permission level. Build filtered audit exports that isolate only market research and consumer data tickets. Add webhooks to send ticket status updates to our BI platform, plus configurable auto-archive rules for closed tickets after our CCPA retention window.

Freshservice will never replace Doopoll for running consumer polls and concept testing, or our BI tool for analyzing survey responses. Even so, it has become our single source of truth for all market research support requests. The ticket system eliminates messy email threads, preserves full request history, and creates auditable documentation for consumer data access approvals. This lets my insights team spend less time tracking down support request updates and more time turning consumer feedback into actionable product and marketing recommendations. Review collected by and hosted on G2.com.

ServiceNow IT Operations Management is powerful, but there's a learning curve, especially for new users unfamiliar with the ServiceNow ecosystem. The initial setup and discovery configuration can be complex, particularly in large environments. The platform offers extensive customization options, which can sometimes make administration and maintenance more challenging. Additionally, some dashboards and reports could be more intuitive, and performance can occasionally be impacted when working with large amounts of data. Despite these areas needing improvement, the overall capabilities of the platform outweigh these challenges. Review collected by and hosted on G2.com.

ServiceNow IT Operations Management enhances IT infrastructure visibility, automates asset discovery, correlates alerts to reduce fatigue, clarifies service dependencies, and speeds up troubleshooting, minimizing downtime and improving operational efficiency. Review collected by and hosted on G2.com.

Approval rules and escalation paths took us several attempts to get right. The capability is definitely there, but figuring out which setting produced which behaviour required a lot of testing on our side. Once we aligned the configuration with how we actually work, the team picked it up quickly and used it without much trouble. Review collected by and hosted on G2.com.

It’s taken the guesswork out of IT support. Every request follows the same clear path from being logged to being closed, so nothing depends on who happened to notice it. I’m no longer spending my day asking people for updates, and most of the manual chasing has disappeared. Review collected by and hosted on G2.com.

There's not much to dislike about Harmony. Sometimes the layout of the menus or options can be a little awkward such as options not being where you think they should be. However, the team are actively working on this to make the UI more intuitive. Review collected by and hosted on G2.com.

Harmony solves a big issue surrounding requests for us. Before Harmony, our team spent most of their day fulfilling requests for software / licenses as well as simple troubleshooting such as password resets. 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 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.

One area for improvement in ManageEngine Endpoint Central is that some advanced configurations and troubleshooting tasks can be complex and require additional technical knowledge. Patch deployment and software distribution may occasionally need manual intervention when issues occur, and the dashboard can feel overwhelming when managing a large number of endpoints. Improving the troubleshooting guidance, simplifying advanced settings, and providing clearer error messages would make the overall experience even better. Review collected by and hosted on G2.com.

ManageEngine Endpoint Central helps solve the challenges of managing multiple endpoints, keeping systems updated, and maintaining security across the IT environment. It simplifies patch management, software deployment, remote troubleshooting, and endpoint monitoring through a centralized console. This reduces manual effort, saves time, and helps identify and remediate security vulnerabilities more efficiently. It also improves visibility into endpoint status and helps maintain consistent security policies across devices, making IT operations more efficient and secure. 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 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.

Honestly, we haven’t come across anything that really stands out as something to dislike. Review collected by and hosted on G2.com.

When I first took over this position, Director of Technology, the previous person had a rather large Google Sheet with "tickets" on it.

A teacher or staff member would access the shared Sheet and put their trouble on it. Incredibly inefficient.

Genuity has automated the process, allowing teachers to use the reporting tool or email, and a ticket is generated. Review collected by and hosted on G2.com.