System Management Software

Functionally, there isn't really anything to not like. My only knock would be cost. It is a bit expensive. Review collected by and hosted on G2.com.

The platform is allowing my department to consolidate day to day monitoring and inventory functions into an online platform (as opposed to using multiple individual spreadsheets). We now have clear and referenceable project/ticketing data to be used by technicians to solve problems quicker in the future. We've gained the ability to develop Key Performance Indicators (KPIs) which are critical in determining our IT efficiency. We also have used the platform to automate software management policies and scripting. We've simplified our problem reporting for our end users by linking our helpdesk organization email to the ticketing platform whereas now if an email is sent it automatically opens a ticket. We've also automated telecom outage reporting with connections to monitor our Wide Area Network (WAN). Review collected by and hosted on G2.com.

There's no dark mode in the UI, what is very bad for a developer audience haha. Review collected by and hosted on G2.com.

Quickly debug and found root cause for production issue. Product analytics and analysis to improve UX and usability. Review collected by and hosted on G2.com.

The menu and overall user interface could use some improvement. For instance, in ITSM, the Operations Workspace is utilized, while for CSM, we rely on the CSM/FSM configurable workspace. However, not all features—such as UI actions and lists—are implemented in a consistent way across these areas. At times, it feels as though the various product teams within ServiceNow are not coordinating closely with one another. Review collected by and hosted on G2.com.

Previously, we lacked accurate insights into resolution times, which often led to contractual breaches and associated fines. The implementation of the CMDB has also enhanced efficiency within our change management board by providing better visibility into our application stacks. What stands out most is how quickly the organization has adopted the system. Once users become familiar with one module, it becomes much easier to implement and adopt additional modules, as they are designed to work together and follow a consistent logic. Review collected by and hosted on G2.com.

Atera does not assist with managing Cloud SaaS workloads or end-user licensing, which happens to be a key area of expertise for us as an MSP. However, Altera is integral in providing reports and compliance verification. Review collected by and hosted on G2.com.

Altera serves as a game enabler by automating many of the time-consuming, low-level support tasks. This allows us to dedicate more attention to higher-value customer services and project-based work. As a result, customer satisfaction increases, and customer support becomes a profitable aspect of our operations. Review collected by and hosted on G2.com.

The current two-factor authentication (2FA) in Better Stack only supports Time-based One-Time Password (TOTP) methods, which are susceptible to phishing attacks. I believe that including support for WebAuthn methods, such as YubiKey or other physical keys, would enhance security significantly. This would be particularly important for security-focused individuals, although it is not critical. Review collected by and hosted on G2.com.

I use Better Stack to independently monitor my self-hosted services. It provides instant notifications when issues arise, helping me respond swiftly. The clear UI simplifies configuration without extensive documentation, and the status pages keep me informed about service statuses efficiently. Review collected by and hosted on G2.com.

While I really like New Relic, there are a few things that can be frustrating at times. First, it can get expensive, especially as you scale up and start monitoring more hosts, containers, or services. The pricing model isn’t always predictable, and sometimes small changes in usage can lead to higher bills than expected. Review collected by and hosted on G2.com.

it’s really hard to know where bottlenecks or errors are happening. New Relic solves this by giving a single pane of glass to monitor applications, servers, databases, and even user experience in real-time.Another problem it addresses is proactive monitoring.This has helped us improve reliability, reduce downtime, and ensure a smoother experience for our customers. Review collected by and hosted on G2.com.

The appearance is a bit ugly/ outdated and could do with a bit of modernisation Review collected by and hosted on G2.com.

As an IT engineer in a busy MSP, Autotask has pretty much become one of the tools I rely on every day. It pulls together ticketing, time tracking, asset management and projects into one place, which definitely helps keep things organised when workloads get messy.

What Autotask Does Well

Ticketing that actually works

Easy enough to manage loads of tickets. Categories, quick notes, and automation make it simpler to prioritise and stay on top of things.

Great integrations

Works smoothly with Datto RMM, backup tools and other monitoring systems, so everything lands in one central spot. Cuts out a lot of duplication.

Decent reporting

The dashboards and reports are detailed and customisable, which helps when tracking SLAs or spotting recurring issues.

Solid project and asset tracking

Projects are easier to follow with milestones and dependencies, and asset info is stored neatly, which saves time when troubleshooting.

Where It Falls Short

UI feels outdated

It works, but it looks a bit old and can be overwhelming for new engineers.

Mobile app is lacking

Fine for quick ticket updates, but not great for anything more involved.

Automation is powerful but tricky

You can do a lot with it, but setting it up isn’t always straightforward. Review collected by and hosted on G2.com.

The licensing model, and not being able to purchase smaller batches, is my dislike. Review collected by and hosted on G2.com.

At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform. Review collected by and hosted on G2.com.

It might work a little buggy from time to time, but this is definitly not a big problem. Review collected by and hosted on G2.com.

It prevents our teams to all keep the files and request seperately, we can have it all together in one place. Review collected by and hosted on G2.com.

Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work. Review collected by and hosted on G2.com.

As our company moves to the Cloud, Freshservice has addressed several challenges we faced with our tools being on-premises. Thanks to the app marketplace, we managed to migrate much of our workflow into Freshservice using the workflow Automator. This not only enabled us to make the transition but also helped us streamline entire processes. As a result, our team now spends less time on certain tasks and can focus their efforts on other productive activities. Review collected by and hosted on G2.com.

Sometimes the website will just not load, and I have to wait quite a few times. Also, Metric Explorer sometimes crashes if it has a tad bit more data to share. Review collected by and hosted on G2.com.

I use Coralogix for monitoring logs, alerting, and tracing, enhancing developer work and on-call team efficiency. It also optimizes costs with the TCO optimizer and integrates seamlessly. Review collected by and hosted on G2.com.

While Datadog is extremely powerful, it can become difficult to control and predict costs in large or rapidly changing environments, particularly when ingesting high volumes of logs, metrics, and traces. Without strong governance and regular tuning, usage can grow quickly and lead to unexpected spend.

In addition, the breadth of features can sometimes feel overwhelming. Teams need time and clear ownership to configure dashboards, alerts, and monitors properly; otherwise, there is a risk of noise, alert fatigue, or under-utilisation of the platform’s capabilities. Review collected by and hosted on G2.com.

Datadog helps us centralise logs and monitor our Java applications and APIs, and provides APM (Application Performance Monitoring) to quickly detect performance issues and troubleshoot incidents or bottlenecks. Review collected by and hosted on G2.com.

There’s a lot of information packed into the dashboards, and it takes a while to get comfortable with where everything is and what each view actually means Review collected by and hosted on G2.com.

Instead of manually digging through logs or bouncing between different tools, it ties everything together and points me toward the actual root cause. That alone saves a ton of time during incidents. Review collected by and hosted on G2.com.

I dislike the offline agent issues in ManageEngine Endpoint Central. Sometimes laptops appear to be offline, requiring a manual reboot to appear online. This is inconvenient and disrupts smooth operations, as the devices can't be managed remotely without intervention. Review collected by and hosted on G2.com.

I use ManageEngine Endpoint Central for streamlined OS deployment, easy remote access, and security features, enhancing our control over computers and inventory. Group policy configuration and software deployment are efficient, with an intuitive setup process. Review collected by and hosted on G2.com.

Since it’s a SaaS application, a stable internet connection is required, which can be a drawback if you experience connectivity issues. Review collected by and hosted on G2.com.

Reduces HR Response Time: Eliminates the long wait times for responses from HR by providing instant answers through the AI.

Decreases HR Workload: Minimizes the need to contact HR for routine questions, allowing them to focus on more complex tasks.

Improves Employee Productivity: By offering quick support and answers, it allows employees to stay focused on their work without unnecessary interruptions.

Centralizes Support Tools: Connects various support tools in one platform, streamlining the process of getting help and information.

Offers Intuitive User Experience: Provides a user-friendly and intuitive interface that makes it easy for employees to navigate and use.

Ensures Consistent Support: Delivers consistent and accurate information through its AI, ensuring all employees receive the same level of support.

Saves Time: Reduces the time spent searching for information or waiting for help, allowing employees to be more efficient. Review collected by and hosted on G2.com.

I cannot complain about AppSignal, possibly the problem is with us that we still need to add more integrations, for example with error reporting. Review collected by and hosted on G2.com.

Performance monitoring and log analysys Review collected by and hosted on G2.com.

I don’t have any major complaints, but one aspect that could use improvement is the internal documentation and the number of manual steps involved in workflows. If there were more structure and clearer guidance in these areas, I believe productivity could be enhanced even more. Review collected by and hosted on G2.com.

Last9 is solving the problem of unreliable, difficult-to-understand systems in modern distributed architectures. As applications grow more complex, it becomes harder to maintain uptime, identify the root cause of failures, and ensure that services meet reliability goals. Last9 addresses this by providing structured SLO (Service Level Objective) management, real-time observability, and automated insights into system performance.

For me, this has been extremely beneficial because it helps me:

Detect issues early before they become customer-impacting incidents.

Reduce time spent on debugging, since Last9 surfaces the exact services or dependencies causing reliability risks.

Track reliability in a measurable way through SLOs instead of relying on subjective judgments.

Focus my efforts on what truly matters, thanks to clear error budgets and actionable alerts.

Deliver more stable releases, ensuring better user experience and fewer production escalations.

Overall, Last9 helps turn reliability from a reactive activity into a proactive, data-driven process — which boosts my efficiency and confidence in managing high-scale systems. Review collected by and hosted on G2.com.

One of the things I dislike about Tines is that when working with run script events, I really miss having a more advanced integrated development environment (IDE). I understand that Tines is not intended to function as a traditional development tool, but having a more robust script editor would be very helpful when building more complex workflows. Features like autocomplete, more advanced syntax highlighting, or better error handling could significantly enhance the experience of writing and debugging code directly within the platform Review collected by and hosted on G2.com.

Tines helps us solve the challenge of integrating various tools and platforms into one seamless workflow. We use Tines to connect our messaging platform with other tools, allowing us to centralize communications and actions. For example, we can create comments in external tools directly from our messaging platform, ensuring that everything stays in one place. Additionally, we automate task creation for our teams, assigning tasks through Tines by simply filling out a form. One of the biggest benefits is the ability to generate PDF reports from our tools automatically, eliminating the need for manual report creation.

Tines has also enabled us to integrate and automate workflows between tools that don't have native integrations. This flexibility has significantly improved our efficiency across multiple areas of our work, allowing us to streamline processes, reduce manual tasks, and improve overall productivity. Review collected by and hosted on G2.com.

I have nothing negative to say about the operational performance of Pandora FMS's features, I believe it is software that offers a top quality digital security system. Review collected by and hosted on G2.com.

By using the digital features and resources of Pandora FMS, I have managed to free my networks and virtual systems from all kinds of viruses and security risks, now I can protect my data and carry out my online activities without any problems. Review collected by and hosted on G2.com.

We did not experience any issues with Atatus we could dislike. Review collected by and hosted on G2.com.

We use Atatus when investigating and troubleshooting issues with our LIVE instance of our web platform.

It provides nice drill down into problems on multiple levels in one place. Review collected by and hosted on G2.com.