# Best Enterprise IT Service Management Tools - Page 2

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

**Total Products under this Category:** 175

### Category Stats (Aug 2026)

- **Average Rating:** 4.37/5 (↑0.01 vs Jul 2026) The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Wavity Help and Service Desk (+2.93%) - Among all products in this category, Wavity Help and Service Desk recorded the largest rating increase compared to last month

_Last updated: August 01, 2026_

## How Does G2 Rank IT Service Management Tools Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 36,900+ Authentic Reviews
- 175+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

## G2 Grid® for IT Service Management Tools
 ![G2 Grid® for IT Service Management Tools plotting products by satisfaction and market presence](https://www.g2.com/categories/it-service-management-itsm-tools/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=5231&focus%5B%5D=2864&focus%5B%5D=39966&focus%5B%5D=16222&focus%5B%5D=806&focus%5B%5D=2647)

Highlighted products: ServiceNow IT Service Management, NinjaOne, Jira Service Management, Freshservice, SymphonyAI IT Service Management, Atera, Ivanti Neurons for ITSM, and SysAid.

Underlying data: [Grid® JSON](https://www.g2.com/categories/it-service-management-itsm-tools/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=ninjaone&focus%5B%5D=jira-service-management&focus%5B%5D=freshservice&focus%5B%5D=symphonyai-it-service-management&focus%5B%5D=atera&focus%5B%5D=ivanti-neurons-for-itsm&focus%5B%5D=sysaid&segment=enterprise)

**Sponsored**

### Prey

Prey is a comprehensive, cross-platform solution designed to help IT teams maintain full visibility and control over their entire fleet of laptops, tablets, and smartphones. By providing a lightweight and easy-to-deploy agent, Prey empowers organizations to protect their assets, secure sensitive data, and ensure compliance, regardless of the devices' locations. With over 8 million devices trusted globally, Prey stands as a reliable choice for organizations seeking robust device management and security. The primary target audience for Prey includes IT departments across various sectors, including education, healthcare, and corporate environments, where device security and management are critical. Organizations that handle sensitive data or operate in regulated industries will find Prey particularly beneficial due to its compliance features. Specific use cases range from tracking lost or stolen devices to managing a diverse fleet of devices used by remote employees. The platform's capabilities extend beyond mere tracking; it offers a comprehensive approach to device security and management. One of the standout features of Prey is its asset tracking and recovery capabilities. Users can locate any device in real-time through a combination of GPS, Wi-Fi triangulation, and GeoIP technology. This functionality allows IT teams to review location history, create dynamic geofenced zones that trigger security actions, and generate actionable evidence reports. These reports can include camera shots, network data, and screenshots, providing essential support for law enforcement in recovering missing devices. This level of control not only aids in asset recovery but also enhances overall organizational security. Prey also prioritizes the protection of sensitive data and compliance with various regulations. The platform enables immediate actions to prevent data breaches, such as remote file wiping, screen locks, and device alarms. With SOC 2 certification and alignment with GDPR and HIPAA/FERPA standards, Prey offers audit-ready logs and automated compliance alerts. Features like selective data retrieval further ensure that organizations can maintain compliance without the risk of data exposure, making it an invaluable tool for businesses that require stringent data protection measures. Finally, Prey simplifies fleet management through a user-friendly dashboard that allows IT teams to manage their entire device fleet efficiently. Administrators can easily assign devices to employees, group them by usage or location, and monitor hardware changes. This streamlined approach reduces operational overhead, facilitating off-boarding processes and loaner device programs. By consolidating device management into a single platform, Prey enhances productivity and operational efficiency for IT teams, making it a vital component of modern device management strategies.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1482&secure%5Bchosen_at%5D=2026-08-02T04%3A05%3A59Z&secure%5Bdisplayable_resource_id%5D=1391&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=1391&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=59717&secure%5Bresource_id%5D=1482&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fit-service-management-itsm-tools%2Fenterprise%3Fpage%3D2%26segment%3Denterprise&secure%5Btoken%5D=71bbf5f630595090be6f7cfdc4b0d3ccd2a3a02720ad7e0d4578c737baaafa79&secure%5Burl%5D=https%3A%2F%2Fpreyproject.com%2F%3Futm_source%3Dg2%26utm_campaign%3Dg2clicsads&secure%5Burl_type%5D=custom_url)

### [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews)

Formerly known as CA Service Management, Clarity SM believes delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. Clarity SM (Service Management) delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experience provides analysts with tools and context to embrace the team and make every moment count. And for decision makers, business value reporting and transparency into service consumption and cost provide effective management insights. Clarity SM is designed for humans and built for service, so you can provide incredible service.

**Average Rating:** 4.2/5.0

**Total Reviews:** 19

#### How Do G2 Users Rate CA Service Desk Manager?

- **Has the product been a good partner in doing business?:** 7.8/10 (Category avg: 8.9/10)
- **Administration Console:** 9.0/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.1/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.3/10 (Category avg: 8.7/10)

#### Who Is the Company Behind CA Service Desk Manager?

- **Seller:** [Broadcom](https://www.g2.com/sellers/broadcom-ab3091cd-4724-46a8-ac89-219d6bc8e166)
- **Year Founded:** 1991
- **HQ Location:** San Jose, CA
- **Twitter:** @broadcom  
63,909 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=093adce8015fea9ef126312884b465dc8e3c20e17dcb12fbb77a7bd82577e7a5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbroadcom%2F&secure%5Burl_type%5D=linkedin_company_website)  
55,094 employees on LinkedIn®
- **Ownership:** NASDAQ: CA

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 105% Large, 35% Medium

#### What Are Recent G2 Reviews of CA Service Desk Manager?

**["User friendly service desk"](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7505444)**

**Rating:** 4.5/5.0 stars

_— Ajay K._

[Read full review](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7505444)

**["Full stack developer"](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7647632)**

**Rating:** 5.0/5.0 stars

_— IDAN A._

[Read full review](https://www.g2.com/survey_responses/ca-service-desk-manager-review-7647632)

#### What Are G2 Users Discussing About CA Service Desk Manager?

- [What is CA Service Desk Manager used for?](https://www.g2.com/discussions/what-is-ca-service-desk-manager-used-for)
- [What is CA Service?](https://www.g2.com/discussions/what-is-ca-service)
- [What is CA Service Management?](https://www.g2.com/discussions/what-is-ca-service-management)
- [What is CA SDM?](https://www.g2.com/discussions/what-is-ca-sdm)
- [What is Clarity software used for?](https://www.g2.com/discussions/ca-service-desk-manager-what-is-clarity-software-used-for)

### [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: 8.9/10)
- **Administration Console:** 8.7/10 (Category avg: 8.8/10)
- **Policy Dictation:** 7.7/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.8/10 (Category avg: 8.7/10)

#### 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  
957 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e485e656442db4122fe0cbe551bd5d2ef38e6800fb0f46d44e2e95608b01ac97&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhornbill&secure%5Burl_type%5D=linkedin_company_website)  
172 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Government Administration
- **Company Size:** 58% Large, 39% Medium

#### What Are Recent G2 Reviews of Hornbill Service Manager?

**["A feature rich service management solution and good value proposition"](https://www.g2.com/survey_responses/hornbill-service-manager-review-5443181)**

**Rating:** 4.0/5.0 stars

_— Simon A._

[Read full review](https://www.g2.com/survey_responses/hornbill-service-manager-review-5443181)

**["Efficient and User friendly: Hornbill Service Manager"](https://www.g2.com/survey_responses/hornbill-service-manager-review-9634818)**

**Rating:** 4.0/5.0 stars

_— Aaditya P._

[Read full review](https://www.g2.com/survey_responses/hornbill-service-manager-review-9634818)

### [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews)

Automation Anywhere is the global leader in Agentic Process Automation (APA), transforming how organizations put AI to work. Our platform combines specialized AI agents, generative AI, and end-to-end process automation—including process discovery, RPA, document processing, and advanced analytics—all built on a foundation of security and governance. We empower businesses worldwide to unlock productivity, elevate customer experiences, and drive new revenue streams. Guided by our vision to fuel the future of work, we unleash human potential through Agentic AI-powered automation. Learn more at https://www.automationanywhere.com.

**Average Rating:** 4.5/5.0

**Total Reviews:** 4,054

#### How Do G2 Users Rate Automation Anywhere Agentic Process Automation?

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.9/10)
- **Process Workflow:** 10.0/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Automation Anywhere Agentic Process Automation?

- **Seller:** [Automation Anywhere](https://www.g2.com/sellers/automation-anywhere)
- **Company Website:** www.AutomationAnywhere.com
- **Year Founded:** 2003
- **HQ Location:** San Jose, CA
- **Twitter:** @AutomationAnywh  
55,050 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b65bf215f64217ef3b0ed8a101e77a8d2b3eb6923ef8ecde6e5eaa77ae57d698&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F208639%2F&secure%5Burl_type%5D=linkedin_company_website)  
4,314 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** RPA Developer, Software Engineer
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 59% Large, 23% Medium

#### What Do G2 Reviewers Say About Automation Anywhere Agentic Process Automation?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** in Automation Anywhere Agentic Process Automation makes bot development simple and efficient.
- Users love the **ease of automating tasks** with Automation Anywhere, enjoying its intuitive interface and time-saving capabilities.
- Users appreciate the **efficiency** of Automation Anywhere, simplifying automation and enhancing process performance across various applications.
- Users admire the **ease of automation** with Automation Anywhere, enabling non-coders to effortlessly create bots.
- Users appreciate the **intuitive user interface** of Automation Anywhere, enhancing automation ease and efficiency across processes.

##### Cons

- Users find the **pricing model complex and high** , which can be challenging for small teams or individuals.
- Users face a **steep learning curve** with Automation Anywhere, particularly when navigating advanced features and complex workflows.
- Users note the **missing features** in Automation Anywhere, impacting functionality and complicating automation tasks.
- Users frequently face **software bugs** that disrupt automation tasks and lead to frustrating experiences throughout the process.
- Users struggle with **bot issues** like complex UI, debugging challenges, and the steep learning curve for beginners.

#### What Are Recent G2 Reviews of Automation Anywhere Agentic Process Automation?

**["Smooth Shift from Traditional RPA to Agentic Automation"](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-13190662)**

**Rating:** 4.0/5.0 stars

_— Nandini J._

[Read full review](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-13190662)

**["It was a good experience as it was easy to understand and have lots of features like AARI."](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-6882981)**

**Rating:** 4.0/5.0 stars

_— Siddharth D._

[Read full review](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-6882981)

#### What Are G2 Users Discussing About Automation Anywhere Agentic Process Automation?

- [What are the most significant impacts of Automation Anywhere's RPA on business process efficiency?](https://www.g2.com/discussions/automation-anywhere-rpa-robotic-process-automation-what-are-the-most-significant-impacts-of-automation-anywhere-s-rpa-on-business-process-efficiency) - 1 comment
- [What are the most significant impacts of Automation Anywhere's RPA on business process efficiency?](https://www.g2.com/discussions/what-are-the-most-significant-impacts-of-automation-anywhere-s-rpa-on-business-process-efficiency) - 3 comments
- [What is Automation Anywhere - RPA | Robotic Process Automation used for?](https://www.g2.com/discussions/what-is-automation-anywhere-rpa-robotic-process-automation-used-for) - 1 comment
- [Can RPA be used for test automation?](https://www.g2.com/discussions/can-rpa-be-used-for-test-automation) - 4 comments, 1 upvote
- [How is RPA different from automation?](https://www.g2.com/discussions/how-is-rpa-different-from-automation)

### [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:** 282

#### How Do G2 Users Rate BMC Helix ITSM?

- **Has the product been a good partner in doing business?:** 7.9/10 (Category avg: 8.9/10)
- **Administration Console:** 7.6/10 (Category avg: 8.8/10)
- **Policy Dictation:** 7.6/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.0/10 (Category avg: 8.7/10)

#### 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:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Manager
- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 76% Large, 21% Medium

#### What Do G2 Reviewers Say About BMC Helix ITSM?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of BMC Helix ITSM, enabling fast navigation and efficient task management.
- Users praise the **fast and user-friendly ticket management** of BMC Helix ITSM, enhancing task efficiency and reporting accuracy.
- Users love the **navigation ease** of BMC Helix ITSM, finding it user-friendly and intuitive for managing tasks.

##### Cons

- Users often face **integration issues** with BMC Helix ITSM, making the service unreachable at times.
- Users note that the **UI processing time** of BMC Helix ITSM is slow, affecting overall satisfaction.

#### What Are Recent G2 Reviews of BMC Helix ITSM?

**["Flexible, Enterprise-Grade ITSM That Scales for Complex Processes"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)**

**Rating:** 4.5/5.0 stars

_— Sachin A._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-13153417)

**["Centralizes IT Services with Powerful Automation"](https://www.g2.com/survey_responses/bmc-helix-itsm-review-12750672)**

**Rating:** 5.0/5.0 stars

_— Mahalakshmi P._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-itsm-review-12750672)

#### What Are G2 Users Discussing About BMC Helix ITSM?

- [What is BMC Asset Management?](https://www.g2.com/discussions/what-is-bmc-asset-management)
- [What is BMC Software used for?](https://www.g2.com/discussions/what-is-bmc-software-used-for)
- [What is remedy Helix?](https://www.g2.com/discussions/what-is-remedy-helix)
- [What is BMC Helix ITSM?](https://www.g2.com/discussions/what-is-bmc-helix-itsm)

### [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: 8.9/10)
- **Administration Console:** 8.7/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.0/10 (Category avg: 8.7/10)

#### 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  
21,565 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6c339a6555764b5ffce77c3df08d6ed9c9b1cb1ee1baeebac8435f0485b7cca5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2709%2F&secure%5Burl_type%5D=linkedin_company_website)  
23,048 employees on LinkedIn®
- **Ownership:** NASDAQ:OTEX

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 58% Large, 25% Medium

#### What Do G2 Reviewers Say About OpenText Service Management Automation X (SMAX)?

_AI-generated summary from verified user reviews_

##### Pros

- Users find the **ease of use** in OpenText SMAX enhances their experience and saves valuable time during testing.
- Users find OpenText SMAX **easy to use** , enhancing their experience and supporting various testing scenarios effectively.
- Users value the **seamless integrations** with cloud services and appreciate the continuous improvements through updates.
- Users value the **continuous updates and integration with cloud services** , enhancing their overall experience with SMAX.
- Users appreciate the **regular software updates** that enhance functionality and improve integration with cloud services.

##### Cons

- Users find the **integration issues** of SMAX lead to inefficiencies in application development and delivery processes.
- Users feel frustrated by the **limited customization** , which hinders developers' ability to fully utilize their skills.

#### What Are Recent G2 Reviews of OpenText Service Management Automation X (SMAX)?

**["Compatibility issues and project delays"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)**

**Rating:** 5.0/5.0 stars

_— Jorge R._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8736066)

**["Application Development and its integration"](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)**

**Rating:** 5.0/5.0 stars

_— Jonathan N._

[Read full review](https://www.g2.com/survey_responses/opentext-service-management-automation-x-smax-review-8708287)

#### What Are G2 Users Discussing About OpenText Service Management Automation X (SMAX)?

- [What does Micro Focus Service Management Automation X (Smax) do?](https://www.g2.com/discussions/what-does-micro-focus-service-management-automation-x-smax-do)
- [What is service management automation?](https://www.g2.com/discussions/what-is-service-management-automation)
- [What is MF Smax?](https://www.g2.com/discussions/what-is-mf-smax)
- [What is Smax tool?](https://www.g2.com/discussions/what-is-smax-tool)

### [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:** 243

#### How Do G2 Users Rate Helpdesk 365?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.9/10)
- **Administration Console:** 8.3/10 (Category avg: 8.8/10)
- **Policy Dictation:** 7.2/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.6/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Helpdesk 365?

- **Seller:** [CubicLogics](https://www.g2.com/sellers/cubiclogics)
- **Company Website:** www.apps365.com
- **Year Founded:** 2015
- **HQ Location:** Wilmington, US
- **Twitter:** @cubiclogics  
17 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aaec705ffd6bb8ec4410b225e466c46df612b8ccc5e6872fbea01403809a70b8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcubiclogics%2F&secure%5Burl_type%5D=linkedin_company_website)  
133 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Insurance, Computer & Network Security
- **Company Size:** 49% Medium, 9% Large

#### What Do G2 Reviewers Say About Helpdesk 365?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Helpdesk 365, allowing for quick setup and efficient tracking.
- Users appreciate the **helpful and responsive customer support** of Helpdesk 365, enhancing their overall experience with IT ticketing.
- Users find Helpdesk 365 to be a **very helpful tool** that easily integrates and meets various organizational needs.
- Users appreciate the **seamless integration** of Helpdesk 365 with O365 applications, enhancing productivity and user satisfaction.
- Users value the **organization and clarity** of ticket management in Helpdesk 365, enhancing team efficiency and support.

##### Cons

- Users experience **slow performance** with Helpdesk 365, often requiring additional support for smoother operation.
- Users find the **complex setup** challenging, often needing support and facing slow, clunky configurations.
- Users report **performance issues** with Helpdesk 365, noting slowness and the need to reload pages frequently.
- Users report **poor performance** with Helpdesk 365, noting slow loading times and a need for improved workflows.
- Users experience occasional **bugs** , but appreciate the responsive and knowledgeable support offered by Helpdesk 365.

#### What Are Recent G2 Reviews of Helpdesk 365?

**["Highly Customizable and Exceeds Our Needs"](https://www.g2.com/survey_responses/helpdesk-365-review-12775098)**

**Rating:** 5.0/5.0 stars

_— Alan M._

[Read full review](https://www.g2.com/survey_responses/helpdesk-365-review-12775098)

**["Keeping everyone informed throughout the ticket lifecycle"](https://www.g2.com/survey_responses/helpdesk-365-review-13035757)**

**Rating:** 5.0/5.0 stars

_— Hannah F._

[Read full review](https://www.g2.com/survey_responses/helpdesk-365-review-13035757)

#### What Are G2 Users Discussing About Helpdesk 365?

- [What is HR365 - Helpdesk used for?](https://www.g2.com/discussions/what-is-hr365-helpdesk-used-for) - 1 comment

### [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:** 46

#### How Do G2 Users Rate BMC Helix Remedyforce?

- **Has the product been a good partner in doing business?:** 7.7/10 (Category avg: 8.9/10)
- **Administration Console:** 8.8/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.2/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.9/10 (Category avg: 8.7/10)

#### 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:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 53% Large, 47% Medium

#### What Are Recent G2 Reviews of BMC Helix Remedyforce?

**["BMC Helix Remedyforce Review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596)**

**Rating:** 5.0/5.0 stars

_— Padhma M._

[Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8173596)

**["BMC Helix Remedyforce personal experience review"](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233)**

**Rating:** 4.0/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/bmc-helix-remedyforce-review-8620233)

#### What Are G2 Users Discussing About BMC Helix Remedyforce?

- [What is the difference between BMC Remedy and BMC Helix?](https://www.g2.com/discussions/what-is-the-difference-between-bmc-remedy-and-bmc-helix)
- [What is Helix BMC?](https://www.g2.com/discussions/bmc-helix-remedyforce-what-is-helix-bmc)
- [What is remedyforce tool?](https://www.g2.com/discussions/what-is-remedyforce-tool)
- [What is BMC Helix remedyforce?](https://www.g2.com/discussions/what-is-bmc-helix-remedyforce)

### [Serviceaide ChangeGear](https://www.g2.com/products/serviceaide-changegear/reviews)

We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes.

**Average Rating:** 3.9/5.0

**Total Reviews:** 104

#### How Do G2 Users Rate Serviceaide ChangeGear?

- **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 8.9/10)
- **Administration Console:** 8.2/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.7/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Serviceaide ChangeGear?

- **Seller:** [Serviceaide](https://www.g2.com/sellers/serviceaide)
- **Company Website:** www.serviceaide.com
- **Year Founded:** 2016
- **HQ Location:** San Jose, California
- **Twitter:** @ServiceAide  
11 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=863a50a8c62ca4d10d25fa4c75a0028b0f740f8eb3ca6aa0e6c8e1addb2de538&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10676753%2F&secure%5Burl_type%5D=linkedin_company_website)  
75 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Hospital & Health Care, Information Technology and Services
- **Company Size:** 50% Medium, 39% Large

#### What Do G2 Reviewers Say About Serviceaide ChangeGear?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **effective management of incidents** in Serviceaide ChangeGear, enhancing team coordination and accountability.
- Users value the **well-organized documentation and seamless integration** of ChangeGear, enhancing efficiency in change management processes.
- Users value the **collaboration features** of Serviceaide ChangeGear, enhancing teamwork and reducing miscommunication during projects.
- Users value the **seamless integration** of Serviceaide ChangeGear, enhancing efficiency and streamlining processes within their workflows.
- Users value the **robust task management** features of Serviceaide ChangeGear, enhancing accountability and streamlining change processes effectively.

##### Cons

- Users find the **outdated interface** of ChangeGear cumbersome, hindering efficiency and navigation with large datasets.
- Users experience **slow performance** with Serviceaide ChangeGear, causing frustrations during urgent tasks and hindering efficiency.
- Users often face **missing features** in ChangeGear, particularly with reporting tools and inflexible approval processes.
- Users experience **slow loading** issues that hinder productivity, especially during urgent tasks and audits, causing frustration.
- Users face challenges with **outdated interfaces and rigidity** in ChangeGear, hindering flexibility and efficiency during use.

#### What Are Recent G2 Reviews of Serviceaide ChangeGear?

**["Our team's morale has improved since we started using Serviceaide ChangeGear"](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)**

**Rating:** 4.5/5.0 stars

_— Megan P._

[Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)

**["No more guessing who’s doing what"](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)**

**Rating:** 4.0/5.0 stars

_— Vinicio B._

[Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)

#### What Are G2 Users Discussing About Serviceaide ChangeGear?

- [What are the benefits and challenges of using Serviceaide ChangeGear for change management?](https://www.g2.com/discussions/what-are-the-benefits-and-challenges-of-using-serviceaide-changegear-for-change-management)
- [What is Serviceaide ChangeGear used for?](https://www.g2.com/discussions/what-is-serviceaide-changegear-used-for)

### [OTRS](https://www.g2.com/products/otrs/reviews)

OTRS is a comprehensive service management suite designed to streamline customer service operations by organizing and automating communication processes. It enables businesses to efficiently handle customer inquiries, support requests, and internal communications through a centralized platform. With its user-friendly web interface, OTRS ensures seamless ticket management, workflow automation, and multi-channel communication, including email, phone, and chat. This flexibility allows service teams to deliver timely and consistent support, enhancing overall customer satisfaction. Key Features and Functionality: - Ticket Management: Organizes and prioritizes customer inquiries to prevent requests from being lost, ensuring efficient tracking and resolution. - Workflow Automation: Automates repetitive tasks and processes, reducing manual effort and minimizing errors. - Multi-Channel Communication: Supports various communication channels, including email, phone, chat, and web forms, allowing customers to reach out through their preferred methods. - Customer Self-Service Portal: Provides customers with online access to submit requests, track their status, and access a knowledge base for self-help resources. - Reporting and Analytics: Offers robust reporting tools to monitor service performance, track key performance indicators (KPIs), and make data-driven decisions. - Customization and Integration: Allows for extensive customization to align with specific business needs and integrates seamlessly with existing systems like CRM and project management tools. Primary Value and Solutions Provided: OTRS enhances customer service quality by structuring communication and automating workflows, leading to faster response times and increased customer satisfaction. By centralizing all customer interactions and support processes, it ensures that no inquiry is overlooked, and service teams can manage their tasks more effectively. The self-service portal empowers customers to find solutions independently, reducing the volume of incoming requests and allowing agents to focus on more complex issues. Additionally, the comprehensive reporting capabilities enable businesses to monitor performance, identify areas for improvement, and make informed decisions to optimize their service operations.

**Average Rating:** 4.4/5.0

**Total Reviews:** 37

#### How Do G2 Users Rate OTRS?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 8.9/10)
- **Administration Console:** 8.7/10 (Category avg: 8.8/10)
- **Policy Dictation:** 9.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 9.1/10 (Category avg: 8.7/10)

#### Who Is the Company Behind OTRS?

- **Seller:** [OTRS Group](https://www.g2.com/sellers/otrs-group)
- **Company Website:** www.otrs.com
- **Year Founded:** 2003
- **HQ Location:** Oberursel, Germany
- **Twitter:** @OTRSGroup  
2,639 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0e0bdecea00da2cca583422f5514412ec34a875ba23d77c2125fbcf6ea80782a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F154779%2F&secure%5Burl_type%5D=linkedin_company_website)  
115 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Pharmaceuticals
- **Company Size:** 61% Large, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs.
- Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs.
- Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs.
- Users value the **centralized management** of OTRS, enabling efficient organization of customer communications.
- Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible.

##### Cons

- Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation.
- Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform.
- Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS.
- Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets.

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

**["Great Ticketing System"](https://www.g2.com/survey_responses/otrs-review-11701969)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/otrs-review-11701969)

**["Review for the software used on day to day basis"](https://www.g2.com/survey_responses/otrs-review-10954006)**

**Rating:** 5.0/5.0 stars

_— Verified User in Internet_

[Read full review](https://www.g2.com/survey_responses/otrs-review-10954006)

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

- [What is OTRS used for?](https://www.g2.com/discussions/what-is-otrs-used-for)
- [Which module transforms data into required format in OTRS?](https://www.g2.com/discussions/which-module-transforms-data-into-required-format-in-otrs)
- [How much does Otrs cost?](https://www.g2.com/discussions/how-much-does-otrs-cost)
- [What does Otrs mean?](https://www.g2.com/discussions/what-does-otrs-mean)
- [Why is a system such as OTRS necessary for service desks?](https://www.g2.com/discussions/why-is-a-system-such-as-otrs-necessary-for-service-desks)

### [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:** 777

#### How Do G2 Users Rate SolarWinds Service Desk?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.9/10)
- **Administration Console:** 8.8/10 (Category avg: 8.8/10)
- **Policy Dictation:** 7.5/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.7/10 (Category avg: 8.7/10)

#### Who Is the Company Behind SolarWinds Service Desk?

- **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc)
- **Company Website:** www.solarwinds.com
- **Year Founded:** 1999
- **HQ Location:** Austin, TX
- **Twitter:** @solarwinds  
19,570 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1765c38bb6352c68352819e76f659e536738a569e70b5125a52a054a2348dc6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F166039%2F&secure%5Burl_type%5D=linkedin_company_website)  
2,824 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:** 67% Medium, 23% Large

#### What Do G2 Reviewers Say About SolarWinds Service Desk?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use and reporting capabilities** of SolarWinds Service Desk for efficient ticket management.
- Users appreciate the **comprehensive asset management** in SolarWinds Service Desk, enhancing efficiency and customization for their needs.
- Users appreciate the **ease of use** of SolarWinds Service Desk, making it simple to manage support requests efficiently.
- Users value the **ease of ticket submission** in SolarWinds Service Desk, facilitating smooth operations for their teams.
- Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes accessible and efficient.

##### Cons

- Users find **missing features** in SolarWinds Service Desk, leading to limitations in handling large enterprise needs.
- Users find the **search functionality challenging** , particularly when looking for specific asset tag numbers without ticket numbers.
- Users find the **insufficient information** in SolarWinds service desk challenging, affecting device management and troubleshooting efficiency.
- Users note the **limited features** of SolarWinds Service Desk, feeling it lacks advanced automation and customization options.
- Users experience **app limitations** regarding feature access, customizations, and mobile device usability in SolarWinds Service Desk.

#### What Are Recent G2 Reviews of SolarWinds Service Desk?

**["Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)**

**Rating:** 5.0/5.0 stars

_— Lakhan N._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)

**["Simplified Ticket Management, Needs Better Integrations"](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)**

**Rating:** 4.5/5.0 stars

_— Deborah W._

[Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)

#### What Are G2 Users Discussing About SolarWinds Service Desk?

- [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for)
- [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work)
- [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk)
- [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk)
- [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise)

### [Xurrent ITSM](https://www.g2.com/products/xurrent-itsm/reviews)

Xurrent is an AI-powered service and operations management platform that unifies ITSM, IT operations, and incident management on a single system of record. With an always-on AI fabric and deep automation, Xurrent helps teams eliminate silos, reduce MTTR, and keep the business running smoothly.

**Average Rating:** 4.6/5.0

**Total Reviews:** 83

#### How Do G2 Users Rate Xurrent ITSM?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **Administration Console:** 8.9/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.8/10 (Category avg: 8.7/10)

#### Who Is the Company Behind Xurrent ITSM?

- **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent)
- **Company Website:** www.xurrent.com
- **Year Founded:** 2010
- **HQ Location:** Santa Barbara, US
- **Twitter:** @4me  
250 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b32f9214e90dab74973cbde38ad788cfccabe9b8d5f3a6fb5bbeade42b9a5a3b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fxurrent%2F&secure%5Burl_type%5D=linkedin_company_website)  
174 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Insurance
- **Company Size:** 51% Large, 30% Medium

#### What Do G2 Reviewers Say About Xurrent ITSM?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Xurrent ITSM, benefiting from a seamless and intuitive interface.
- Users commend Xurrent ITSM for its **effective service delivery and scalability** , driving efficiencies across various departments.
- Users value the **collaborative features** of Xurrent, enhancing service delivery and support through seamless integration and communication.
- Users value the **intuitive user interface and seamless integration** of Xurrent ITSM, enhancing their overall experience and efficiency.
- Users commend the **intuitive user interface** of Xurrent ITSM, enhancing incident management and service requests effortlessly.

##### Cons

- Users express frustration over **limited features** in Xurrent ITSM, wishing for more advanced capabilities and improved documentation.
- Users find Xurrent ITSM lacks **dynamic API lookups** and advanced features, making data management and reporting cumbersome.
- Users find the **outdated interface** of Xurrent adds a dated feel, but improvements are on the way.
- Users find the **steep learning curve** with Xurrent ITSM challenging, requiring time to adapt to its updates and features.
- Users are frustrated by the **frequent bugs** in Xurrent ITSM, making it difficult to keep up with updates.

#### What Are Recent G2 Reviews of Xurrent ITSM?

**["Diamond in a rough"](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)**

**Rating:** 5.0/5.0 stars

_— George E._

[Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)

**["Practical intuitive ITSM with continuous improvements"](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)**

**Rating:** 5.0/5.0 stars

_— Nils L._

[Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)

#### What Are G2 Users Discussing About Xurrent ITSM?

- [What is 4me used for?](https://www.g2.com/discussions/what-is-4me-used-for)

### [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews)

Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business users.

**Average Rating:** 3.5/5.0

**Total Reviews:** 57

#### How Do G2 Users Rate BMC FootPrints?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 8.9/10)
- **Administration Console:** 4.2/10 (Category avg: 8.8/10)
- **Policy Dictation:** 5.0/10 (Category avg: 8.2/10)
- **Process Workflow:** 6.5/10 (Category avg: 8.7/10)

#### Who Is the Company Behind BMC FootPrints?

- **Seller:** [BMC Helix](https://www.g2.com/sellers/bmc-helix)
- **Year Founded:** 2025
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63b4dbbe36c184b8e0bcfe321196485a32ca82b8a8050b7bdd9dc630481c3b87&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbmchelix%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,266 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Higher Education, Law Practice
- **Company Size:** 60% Large, 39% Medium

#### What Are Recent G2 Reviews of BMC FootPrints?

**["Easy"](https://www.g2.com/survey_responses/bmc-footprints-review-3525866)**

**Rating:** 5.0/5.0 stars

_— Kyra D._

[Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-3525866)

**["Footprints is a pretty good service desk"](https://www.g2.com/survey_responses/bmc-footprints-review-4295067)**

**Rating:** 4.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/bmc-footprints-review-4295067)

#### What Are G2 Users Discussing About BMC FootPrints?

- [What is BMC FootPrints used for?](https://www.g2.com/discussions/what-is-bmc-footprints-used-for)

### [DevRev](https://www.g2.com/products/devrev-devrev/reviews)

DevRev Computer is an AI-powered work platform that connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, meeting notes) into a unified knowledge graph. Data is synced from existing tools through a connector layer called AirSync. Computer searches across all connected systems, takes actions on behalf of users, automates workflows, and generates insights grounded in business context. It supports automated ticket resolution, customer account research, sales pipeline analysis, and cross-team reporting through purpose-built apps and custom AI agents. Available as a desktop app, mobile app, and browser interface.

**Average Rating:** 4.3/5.0

**Total Reviews:** 209

#### How Do G2 Users Rate DevRev?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10)
- **Administration Console:** 8.3/10 (Category avg: 8.8/10)
- **Policy Dictation:** 8.3/10 (Category avg: 8.2/10)
- **Process Workflow:** 8.7/10 (Category avg: 8.7/10)

#### Who Is the Company Behind DevRev?

- **Seller:** [DevRev](https://www.g2.com/sellers/devrev)
- **Company Website:** devrev.ai
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, CA
- **Twitter:** @devrev  
3,269 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7ff75e6c27a7ab7e34d90b81a332d186bba82f1668a3e24d029651d41f934d4b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdevrev%2F&secure%5Burl_type%5D=linkedin_company_website)  
937 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** HR Specialist, Product Manager
- **Top Industries:** Computer Software, Financial Services
- **Company Size:** 54% Medium, 33% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of DevRev, noting its user-friendly interface and seamless navigation.
- Users commend the **efficiency** of DevRev, noting its rapid navigation and responsiveness enhances their support experience.
- Users appreciate the **intuitive and powerful features** of DevRev, enhancing communication and operational efficiency across teams.
- Users commend DevRev's **intuitive platform** , seamless communication, flexible workflows, and responsive support team, enhancing overall productivity.
- Users value the **robust functionality and insightful analytics** of DevRev, enhancing their customer engagement experience.

##### Cons

- Users find several **missing features** in DevRev, particularly around automation, reporting, and cohort creation.
- Users note the **limited features** of DevRev, which restricts automation, reporting, and user flow analysis capabilities.
- Users find a **lack of features** in DevRev, impacting automation and reporting capabilities, but improvements are noted.
- Users find the **learning curve steep** , making it challenging for non-tech individuals to navigate DevRev effectively.
- Users find the product **not intuitive** , making it challenging for non-tech teams to navigate and utilize effectively.

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

**["Powerful Traceability, Though Weighed Down by Complex Onboarding"](https://www.g2.com/survey_responses/devrev-review-12756836)**

**Rating:** 4.0/5.0 stars

_— Tushar M._

[Read full review](https://www.g2.com/survey_responses/devrev-review-12756836)

**["Great customer support agent and good set of connectors and nodes in workflow builder."](https://www.g2.com/survey_responses/devrev-review-10455174)**

**Rating:** 4.5/5.0 stars

_— Vinod K._

[Read full review](https://www.g2.com/survey_responses/devrev-review-10455174)

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[Browse IT Service Management (ITSM) Tools Themes](/categories/it-service-management-itsm-tools/themes)

 ![Tian Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tian Lin")
TL

Researched and written by [Tian Lin](https://research.g2.com/insights/author/tian-lin)

Updated 

Products classified in the overall IT Service Management (ITSM) Tools 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 IT Service Management (ITSM) Tools 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 IT Service Management (ITSM) Tools category.

In addition to qualifying for inclusion in the IT Service Management Tools category, to qualify for inclusion in the Enterprise Business IT Service Management Tools category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

Show More

* * *

## How Do You Choose the Right IT Service Management Tools?

### What You Should Know About IT Service Management (ITSM) Software

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

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

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

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

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

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

The following are some core features within ITSM tools:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Software solutions can come with their own set of challenges. 

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

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

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

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

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

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

### IT Service Management (ITSM) Tools Trends

**Site reliability engineering (SRE)**

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

**Automation **

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