# Best IT Service Management Tools for Small Business *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* 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, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small 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 Small 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 Small Business IT Service Management Tools category, a product must have at least 10 reviews left by a reviewer from a small business. ## Top IT Service Management Tools at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5.0 (1,737 reviews) | ITIL-aligned incident and change workflows | "[A Reliable Platform for Managing IT Services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12951588)" | | 2 | [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5.0 (4,347 reviews) | Unified endpoint patching with integrated remote support | "[NinjaOne Streamlines Endpoint Management and Remote Troubleshooting](https://www.g2.com/survey_responses/ninjaone-review-12791930)" | | 3 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (961 reviews) | DevOps-aligned ITSM with Jira Software integration | "[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)" | | 4 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,290 reviews) | ITIL-aligned service desk with automation workflows | "[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)" | | 5 | [Atera](https://www.g2.com/products/atera/reviews) | 4.6/5.0 (1,189 reviews) | Per-technician RMM with integrated PSA ticketing | "[Atera: All-in-One IT Management with Strong Integrations, Automation, and ROI](https://www.g2.com/survey_responses/atera-review-12982693)" | | 6 | [ClickUp](https://www.g2.com/products/clickup/reviews) | 4.6/5.0 (12,412 reviews) | Customizable IT ticketing with cross-departmental visibility | "[Powerful, Reliable Productivity Tool That’s Easy to Learn](https://www.g2.com/survey_responses/clickup-review-13069310)" | | 7 | [Autotask](https://www.g2.com/products/autotask/reviews) | 4.3/5.0 (603 reviews) | MSP ticketing with Kaseya ecosystem integration | "[Autotask: A Reliable, Centralized Hub with Strong Ticket Workflow Customization](https://www.g2.com/survey_responses/autotask-review-12875667)" | | 8 | [IBM Maximo IT](https://www.g2.com/products/ibm-maximo-it/reviews) | 4.2/5.0 (16 reviews) | — | "[Rich Functionality, Fresh UI, and Strong API Support](https://www.g2.com/survey_responses/ibm-maximo-it-review-12953935)" | | 9 | [SysAid](https://www.g2.com/products/sysaid/reviews) | 4.5/5.0 (713 reviews) | Centralized ITSM with asset automation | "[Strong User Experience with Room for Developer Documentation Improvements](https://www.g2.com/survey_responses/sysaid-review-12829911)" | | 10 | [Command|Link](https://www.g2.com/products/command-link/reviews) | 4.8/5.0 (22 reviews) | Multi-site ISP aggregation with carrier-agnostic monitoring | "[CommandLink Delivers Responsive Support, Strong SLAs, and a User-Friendly Portal](https://www.g2.com/survey_responses/command-link-review-12713621)" | ## How Many IT Service Management Tools Products Does G2 Track? **Total Products under this Category:** 167 ### Category Stats (Jul 2026) - **Average Rating**: 4.35/5 (↑0.01 vs Jun 2026) The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: PeopleReign (+1.19%) - Among all products in this category, PeopleReign recorded the largest rating increase compared to last month *Last updated: July 06, 2026* ## How Does G2 Rank IT Service Management Tools Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 35,500+ Authentic Reviews - 167+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which IT Service Management Tools Is Best for Your Use Case? - **Best for Small Businesses:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best for Mid-Market:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best for Enterprise:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest User Satisfaction:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best Free Software:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) --- **Sponsored** ### NinjaOne NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=gdm_share&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1482&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=true&secure%5Bproduct_id%5D=25671&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%2Fsmall-business&secure%5Btoken%5D=cc06c7308f40b7834f035e8b81ee4456c7366f03236659523c9a6adf3790c96b&secure%5Burl%5D=https%3A%2F%2Fwww.capterra.com%2Fppc%2Fclicks%2Fcollect%2FCA%2Fdirectory%2Fa9c83307-dacf-4f3d-85db-a7c4005a0803%2Fdestination%3FaffiliateDomain%3Dwww.g2.com%26specificLocation%3Dorganic-g2%26categoryId%3Da6276a6a-9029-44f3-ba84-9f69d3053adc%26listingPosition%3D1%26sessionStartPage%3DaHR0cHM6Ly93d3cuZzIuY29tL2NhdGVnb3JpZXMvaXQtc2VydmljZS1tYW5hZ2VtZW50LWl0c20tdG9vbHMvc21hbGwtYnVzaW5lc3M&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated IT Service Management Tools Products in 2026? ### 1. [NinjaOne](https://www.g2.com/products/ninjaone/reviews) NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work. **Average Rating:** 4.7/5.0 **Total Reviews:** 4,347 **How Do G2 Users Rate NinjaOne?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.9/10) - **Administration Console:** 9.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.4/10 (Category avg: 8.2/10) - **Process Workflow:** 7.7/10 (Category avg: 8.7/10) **Who Is the Company Behind NinjaOne?** - **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone) - **Company Website:** https://www.ninjaone.com/ - **Year Founded:** 2013 - **HQ Location:** Austin, Texas - **Twitter:** @NinjaOne (3,607 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/6436301/ (2,376 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 48% Mid-Market, 44% Small-Business #### What Are NinjaOne's Pros and Cons? **Pros:** - Ease of Use (1373 reviews) - Remote Access (867 reviews) - Features (852 reviews) - Automation (820 reviews) - Customer Support (733 reviews) **Cons:** - Missing Features (715 reviews) - Limited Features (396 reviews) - Improvement Needed (372 reviews) - Needs Improvement (362 reviews) - Feature Issues (306 reviews) ### What Do G2 Reviewers Say About NinjaOne? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** in managing assets and running tools seamlessly with NinjaOne. - Users find the **remote access features** of NinjaOne extremely useful for managing and monitoring devices effectively. - Users appreciate the **automated updates and alerts** from NinjaOne, significantly simplifying device management for IT teams. - Users appreciate the **automation features** of NinjaOne, making remote management and device settings incredibly efficient. - Users appreciate the **excellent customer support** from NinjaOne, finding knowledgeable staff and guidance readily available. **Cons:** - Users find NinjaOne's **missing features** limit its functionality, particularly in the mobile app and policy application. - Users note the **limited features** of NinjaOne, expressing a desire for more basic options and improved functionalities. - Users feel that NinjaOne needs **improvement in search functionality** and faster delivery of requested features. - Users feel the **search function needs improvement** and request a better ticketing dashboard for efficiency metrics. - Users report **feature issues** with function settings and role management, impacting overall usability and control. #### What Are Recent G2 Reviews of NinjaOne? **"[NinjaOne Streamlines Endpoint Management and Remote Troubleshooting](https://www.g2.com/survey_responses/ninjaone-review-12791930)"** **Rating:** 4.0/5.0 stars *— Richard T.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-12791930) --- **"[Super Easy and Effective - Loved my Experience!](https://www.g2.com/survey_responses/ninjaone-review-9229992)"** **Rating:** 5.0/5.0 stars *— Kyle P.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-9229992) --- #### What Are G2 Users Discussing About NinjaOne? - [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments - [Does Office 365 Backup your data?](https://www.g2.com/discussions/does-office-365-backup-your-data) - 3 comments - [What does Dropsuite Backup?](https://www.g2.com/discussions/what-does-dropsuite-backup) - 1 comment ### 2. [ClickUp](https://www.g2.com/products/clickup/reviews) ClickUp is the world’s first Converged AI Workspace, bringing together all work apps, data, and workflows. ClickUp eliminates all forms of work sprawl to provide 100% context and a single place for humans and agents to work, together. Trusted by more than 20 million users worldwide, ClickUp is on a mission to maximize human productivity. **Average Rating:** 4.6/5.0 **Total Reviews:** 12,412 **How Do G2 Users Rate ClickUp?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.9/10) - **Administration Console:** 8.6/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.3/10 (Category avg: 8.2/10) - **Process Workflow:** 8.8/10 (Category avg: 8.7/10) **Who Is the Company Behind ClickUp?** - **Seller:** [ClickUp](https://www.g2.com/sellers/clickup) - **Company Website:** https://ClickUp.com - **Year Founded:** 2017 - **HQ Location:** San Diego, California - **Twitter:** @clickup (69,539 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/12949663/ (1,526 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Project Manager - **Top Industries:** Marketing and Advertising, Computer Software - **Company Size:** 77% Small-Business, 19% Mid-Market #### What Are ClickUp's Pros and Cons? **Pros:** - Ease of Use (4220 reviews) - Task Management (3219 reviews) - Features (3119 reviews) - Project Management (2788 reviews) - Organization (2589 reviews) **Cons:** - Missing Features (2039 reviews) - Learning Curve (1751 reviews) - Limited Features (1334 reviews) - Not Intuitive (1181 reviews) - Slow Loading (1156 reviews) ### What Do G2 Reviewers Say About ClickUp? *AI-generated summary from verified user reviews* **Pros:** - Users find ClickUp's **ease of use** crucial for effective collaboration, organization, and streamlined project management. - Users value the **robust task management** of ClickUp, enhancing organization, productivity, and team collaboration effectively. - Users value the **robust and extensive features** of ClickUp, enhancing productivity and tailoring workflows to their needs. - Users value the **flexibility and integration** of ClickUp for seamless project management and team collaboration. - Users appreciate ClickUp for its **effective organization** , streamlining collaboration and task management on a single platform. **Cons:** - Users find that **many features are locked behind a paywall** , limiting accessibility and complicating their workflow. - Users note a **steep learning curve** for beginners, making initial adjustments to the system challenging. - Users find ClickUp has **limited features** , lacking integrations and flexibility in plans for individual users. - Users find ClickUp **not intuitive** , often struggling to navigate features and manage their workspace efficiently. - Users often experience **slow loading** times in ClickUp, which can hinder their overall productivity and workflow. #### What Are Recent G2 Reviews of ClickUp? **"[ClickUp Simplifies Project Management and Team Collaboration](https://www.g2.com/survey_responses/clickup-review-13064964)"** **Rating:** 5.0/5.0 stars *— Alwaba H.* [Read full review](https://www.g2.com/survey_responses/clickup-review-13064964) --- **"[Powerful, Reliable Productivity Tool That’s Easy to Learn](https://www.g2.com/survey_responses/clickup-review-13069310)"** **Rating:** 4.5/5.0 stars *— Mirza A.* [Read full review](https://www.g2.com/survey_responses/clickup-review-13069310) --- #### What Are G2 Users Discussing About ClickUp? - [What features of ClickUp make it a preferred choice for project management in agile teams?](https://www.g2.com/discussions/what-features-of-clickup-make-it-a-preferred-choice-for-project-management-in-agile-teams) - 6 comments, 6 upvotes - [What is ClickUp used for?](https://www.g2.com/discussions/what-is-clickup-used-for) - 10 comments, 4 upvotes - [Does Google use ClickUp?](https://www.g2.com/discussions/does-google-use-clickup) - 4 comments, 3 upvotes - [Who uses ClickUp?](https://www.g2.com/discussions/who-uses-clickup) - 14 comments, 4 upvotes - [Is ClickUp really free?](https://www.g2.com/discussions/is-clickup-really-free) - 12 comments, 3 upvotes ### 3. [Autotask](https://www.g2.com/products/autotask/reviews) Autotask is the intelligent, unified PSA platform that powers high-performing MSP operations. It connects tickets, time, projects, contracts and billing in one seamless workflow — eliminating manual effort, reducing technician friction and ensuring every billable hour is captured automatically. With built-in automation and real-time visibility, Autotask streamlines service delivery, improves profitability and turns operational data into actionable dashboards that drive accountability and demonstrate value. Trusted by growing MSPs worldwide, Autotask helps teams deliver faster, more consistent service while maintaining clarity and control across every part of the business. **Average Rating:** 4.3/5.0 **Total Reviews:** 603 **How Do G2 Users Rate Autotask?** - **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:** 7.5/10 (Category avg: 8.2/10) - **Process Workflow:** 8.3/10 (Category avg: 8.7/10) **Who Is the Company Behind Autotask?** - **Seller:** [Kaseya](https://www.g2.com/sellers/kaseya) - **Company Website:** https://www.kaseya.com/ - **Year Founded:** 2000 - **HQ Location:** Miami, FL - **Twitter:** @KaseyaCorp (17,411 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/kaseya/ (5,471 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 68% Small-Business, 28% Mid-Market #### What Are Autotask's Pros and Cons? **Pros:** - Ease of Use (56 reviews) - Integrations (43 reviews) - Ticket Management (40 reviews) - Automation (29 reviews) - Efficiency (23 reviews) **Cons:** - Complex Usability (24 reviews) - Learning Curve (18 reviews) - Limited Functionality (16 reviews) - Missing Features (15 reviews) - Not User-Friendly (15 reviews) ### What Do G2 Reviewers Say About Autotask? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Autotask, appreciating its intuitive interface and quick accessibility to information. - Users value the **extensive integration options** of Autotask, allowing for perfect workflow management and customization. - Users appreciate the **efficient ticket management** in Autotask, which enhances workflow and operational efficiency significantly. - Users value the **automation** features, which streamline workflows and minimize manual errors, enhancing overall efficiency. - Users appreciate the **efficiency** of Autotask, enabling quicker ticket resolution and improved team communication. **Cons:** - Users find the **complex usability** of Autotask overwhelming, especially with its multitude of options and dated interface. - Users find the **learning curve steep** , requiring significant time and effort to understand and set up Autotask effectively. - Users highlight the **limited functionality** of Autotask, expressing a need for improvements and flexibility in project workflows. - Users find that Autotask has **missing features** and an outdated interface, hindering effective project management. - Users find Autotask to be **not user-friendly** , struggling with its outdated interface and steep learning curve. #### What Are Recent G2 Reviews of Autotask? **"[Autotask: A Reliable, Centralized Hub with Strong Ticket Workflow Customization](https://www.g2.com/survey_responses/autotask-review-12875667)"** **Rating:** 4.0/5.0 stars *— Darren .* [Read full review](https://www.g2.com/survey_responses/autotask-review-12875667) --- **"[Streamlined Project Management with Some UI Hurdles](https://www.g2.com/survey_responses/autotask-review-12838181)"** **Rating:** 4.0/5.0 stars *— Robyn L.* [Read full review](https://www.g2.com/survey_responses/autotask-review-12838181) --- #### What Are G2 Users Discussing About Autotask? - [What is Autotask Professional Services Automation (PSA) used for?](https://www.g2.com/discussions/autotask-professional-services-automation-psa-what-is-autotask-professional-services-automation-psa-used-for) - 1 upvote - [What is Autotask Professional Services Automation (PSA) used for?](https://www.g2.com/discussions/what-is-autotask-professional-services-automation-psa-used-for) - 2 comments, 1 upvote ### 4. [Atera](https://www.g2.com/products/atera/reviews) The first and only Agentic AI platform for IT management, offers a digital workforce of AI agents that proactively and autonomously support your entire IT operation. Atera’s all-in-one IT management platform consolidates RMM, helpdesk, ticketing, advanced reporting and automation- thus empowering IT teams and MSPs to efficiently manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Introducing Robin by Atera: It isn’t another IT solution, it’s a transformation in how organization scale IT. This evolution paves the way for Autonomous IT, shifting the modus operandi from reactive or routine automation to proactive and preemptive action. (1) Cut 40% of your IT workload: Eliminate 100% of tasks that drain your team’s time. Robin doesn’t just assist, it acts and resolves. (2) Always-on. No downtime: Deliver 24/7/365 IT support, no vacations, no sick leave. (3) A personal IT tech for every employee: Intelligent, context-aware AI agent that understands your environment, adapts to each user, responds instantly, and resolves autonomously. Plus, early-adopters have said it’s also quite polite. Atera is pioneering the shift from automation to AI-powered autonomy in IT. With our AI agents, IT teams can offload repetitive tasks, resolve issues faster, ensure better service, and focus on strategy rather than fix/break or firefighting. We maintain the highest security and compliance standards and follow responsible AI frameworks, ensuring our AI can be a trusted extension of your IT team. Trusted by over 13K customers in 120+ countries, Atera offers a scalable solution enabling organizations to drive sustainable growth and maximize organizational efficiency. Discover how Atera can help you achieve unparalleled IT efficiency. Try Atera free for 30 days at: www.atera.com **Average Rating:** 4.6/5.0 **Total Reviews:** 1,189 **How Do G2 Users Rate Atera?** - **Has the product been a good partner in doing business?:** 9.2/10 (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:** 8.4/10 (Category avg: 8.7/10) **Who Is the Company Behind Atera?** - **Seller:** [Atera](https://www.g2.com/sellers/atera) - **Company Website:** https://www.atera.com - **Year Founded:** 2011 - **HQ Location:** Tel Aviv - **Twitter:** @AteraCloud (1,675 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/98739/ (415 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, IT Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 57% Small-Business, 31% Mid-Market #### What Are Atera's Pros and Cons? **Pros:** - Ease of Use (386 reviews) - Automation (273 reviews) - Features (260 reviews) - Efficiency (210 reviews) - Monitoring (184 reviews) **Cons:** - Missing Features (161 reviews) - Limited Features (135 reviews) - Improvement Needed (96 reviews) - Needs Improvement (91 reviews) - Feature Issues (84 reviews) ### What Do G2 Reviewers Say About Atera? *AI-generated summary from verified user reviews* **Pros:** - Users find Atera to be **extremely easy to use** , offering a seamless experience for managing multiple devices efficiently. - Users value the **powerful automation tools** in Atera, streamlining workstation management and enhancing efficiency. - Users appreciate Atera's **unified all-in-one dashboard** , which streamlines remote access, monitoring, and ticketing efficiently. - Users value the **efficiency** of Atera, appreciating its automation and ease of use for improved workflow and results. - Users value the **unified monitoring** capabilities of Atera, streamlining their workflow and improving efficiency through integration. **Cons:** - Users find the **missing features** in Atera, such as workflow/checklist/tasks, limit functionality and increase frustration. - Users find the **limited features** in Atera's mobile app a drawback compared to the web dashboard and pricing structure. - Users note the need for **improvements in interface consistency** and the agent installation process for Atera. - Users find that **report loading times and limited customization** hinder the overall experience with Atera. - Users experience **feature issues** with Atera, including billing increments and remote access reliability disrupting workflows. #### What Are Recent G2 Reviews of Atera? **"[Comprehensive IT Management Made Easy with Powerful Add-Ons](https://www.g2.com/survey_responses/atera-review-12159122)"** **Rating:** 5.0/5.0 stars *— Marc Verjans T.* [Read full review](https://www.g2.com/survey_responses/atera-review-12159122) --- **"[Atera: All-in-One IT Management with Strong Integrations, Automation, and ROI](https://www.g2.com/survey_responses/atera-review-12982693)"** **Rating:** 4.5/5.0 stars *— Emil C.* [Read full review](https://www.g2.com/survey_responses/atera-review-12982693) --- #### What Are G2 Users Discussing About Atera? - [What is Atera used for?](https://www.g2.com/discussions/what-is-atera-used-for) - 1 comment - [What is the best RMM tool?](https://www.g2.com/discussions/what-is-the-best-rmm-tool) - 1 comment - [Is atera safe?](https://www.g2.com/discussions/is-atera-safe) - 2 comments - [What is atera RMM?](https://www.g2.com/discussions/what-is-atera-rmm) - 1 comment - [What is atera software?](https://www.g2.com/discussions/what-is-atera-software) - 1 comment ### 5. [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,737 **How Do G2 Users Rate ServiceNow IT Service Management?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.9/10) - **Administration Console:** 8.7/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.4/10 (Category avg: 8.2/10) - **Process Workflow:** 9.1/10 (Category avg: 8.7/10) **Who Is the Company Behind ServiceNow IT Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 66% Enterprise, 19% Mid-Market #### What Are ServiceNow IT Service Management's Pros and Cons? **Pros:** - Ease of Use (168 reviews) - Incident Management (112 reviews) - Efficiency (100 reviews) - Features (97 reviews) - Automation (85 reviews) **Cons:** - Learning Curve (72 reviews) - Expensive (60 reviews) - Complexity (56 reviews) - Limited Customization (51 reviews) - Customization Difficulty (48 reviews) ### What Do G2 Reviewers Say About ServiceNow IT Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** in ServiceNow IT Service Management, simplifying task management and reporting effectively. - Users value the **rich features** of ServiceNow ITSM, offering a comprehensive platform for efficient incident management. - Users value the **high efficiency** of ServiceNow IT Service Management, enhancing tracking, reporting, and user satisfaction across IT services. - Users value the **robust, customizable functionalities** and easy deployment of ServiceNow IT Service Management for IT processes. - Users value the **strong automation capabilities** of ServiceNow, enhancing efficiency and streamlining IT operations effectively. **Cons:** - Users find the **learning curve steep** , requiring significant effort to become proficient with ServiceNow IT Service Management. - Users find ServiceNow IT Service Management **too expensive** , as high costs limit accessibility for smaller teams and organizations. - Users find the **complexity** of configuring ServiceNow ITSM challenging, requiring extensive training and expertise for effective use. - Users feel that **limited customization** can hinder effective data usage and complicate the overall experience. - Users find **customization difficult** in ServiceNow IT Service Management, requiring significant expertise and potentially high costs. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **"[A Reliable Platform for Managing IT Services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12951588)"** **Rating:** 4.5/5.0 stars *— Shaik S.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-12951588) --- **"[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)"** **Rating:** 4.5/5.0 stars *— Tarique W.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007) --- #### What Are G2 Users Discussing About ServiceNow IT Service Management? - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What is service management software?](https://www.g2.com/discussions/what-is-service-management-software) - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) - 2 comments ### 6. [Alloy Navigator](https://www.g2.com/products/alloy-navigator/reviews) Alloy Navigator is an AI-powered IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets, incidents, changes, work orders and more within a single interface. Workflow management engine inside Alloy Navigator enables users to design custom IT processes. These can be altered to the specific needs of the business and personnel and might even include AI-driven steps. The solution also offers an online web portal, self-service portal for end users, and mobile apps for technicians and end-users. The Self-Service Portal is equipped with an AI Assistant to resolve routine questions of end-users, freeing IT for bigger challenges. Alloy Navigator gives users the ability to one-click audit their entire network, conduct a physical inventory with a barcode scanner and ensure compliance in software licensing. End users and admins also have access to interactive dashboards, scheduled reporting and real-time views for timely analysis. **Average Rating:** 4.8/5.0 **Total Reviews:** 100 **How Do G2 Users Rate Alloy Navigator?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 8.9/10) - **Administration Console:** 8.9/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.8/10 (Category avg: 8.2/10) - **Process Workflow:** 8.5/10 (Category avg: 8.7/10) **Who Is the Company Behind Alloy Navigator?** - **Seller:** [Alloy Software](https://www.g2.com/sellers/alloy-software) - **Year Founded:** 2002 - **HQ Location:** Bloomfield, NJ - **Twitter:** @AlloySoftware (466 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/alloy-software/ (16 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 74% Small-Business, 36% Mid-Market #### What Are Alloy Navigator's Pros and Cons? **Pros:** - Asset Management (32 reviews) - Ease of Use (31 reviews) - Ticketing System (27 reviews) - Ticket Management (27 reviews) - Automation (21 reviews) **Cons:** - Learning Curve (13 reviews) - Complex Setup (12 reviews) - Limited Customization (11 reviews) - Setup Difficulty (11 reviews) - Poor Interface Design (8 reviews) ### What Do G2 Reviewers Say About Alloy Navigator? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **excellent asset discovery feature** of Alloy Navigator, streamlining visibility and management of IT resources. - Users appreciate the **ease of use** of Alloy Navigator, which simplifies workflows and enhances ticket management efficiency. - Users value the **seamless integration of ticketing and asset management** in Alloy Navigator, enhancing visibility and efficiency. - Users appreciate the **seamless integration of ticketing and asset management** in Alloy Navigator, enhancing workflow efficiency and visibility. - Users value the **automation capabilities** of Alloy Navigator, streamlining workflows across multiple departments effortlessly. **Cons:** - Users find the **learning curve steep** due to overwhelming customization and insufficient onboarding guides for newcomers. - Users find the **complex setup** challenging initially, requiring extra training and experimentation for custom workflows. - Users find Alloy Navigator **limited in customization** , making it challenging for flexible and creative collaboration. - Users find the **setup difficulty** challenging, requiring effort and training for smooth configuration of Alloy Navigator. - Users find the **poor interface design** of Alloy Navigator hampers usability and requires extensive training for new hires. #### What Are Recent G2 Reviews of Alloy Navigator? **"[Helpful Dashboard Snapshot for Staying on Top of Ticket Backlogs](https://www.g2.com/survey_responses/alloy-navigator-review-12873911)"** **Rating:** 5.0/5.0 stars *— Tobias W.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-12873911) --- **"[Rock-Solid Reliability: Alloy Navigator Stays Stable Under Heavy Use](https://www.g2.com/survey_responses/alloy-navigator-review-12743602)"** **Rating:** 5.0/5.0 stars *— Jack L.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-12743602) --- #### What Are G2 Users Discussing About Alloy Navigator? - [What is the use of Alloy Navigator?](https://www.g2.com/discussions/what-is-the-use-of-alloy-navigator) - [What is Alloy in Software?](https://www.g2.com/discussions/what-is-alloy-in-software) - [What is Alloy Navigator?](https://www.g2.com/discussions/what-is-alloy-navigator) ### 7. [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,290 **How Do G2 Users Rate Freshservice?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10) - **Administration Console:** 8.9/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.1/10 (Category avg: 8.2/10) - **Process Workflow:** 8.8/10 (Category avg: 8.7/10) **Who Is the Company Behind Freshservice?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,020 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,505 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Mid-Market, 21% Enterprise #### What Are Freshservice's Pros and Cons? **Pros:** - Ease of Use (229 reviews) - Features (116 reviews) - Automation (101 reviews) - Ticketing System (101 reviews) - Ticket Management (92 reviews) **Cons:** - Missing Features (83 reviews) - Limited Features (56 reviews) - Limited Customization (47 reviews) - Learning Curve (45 reviews) - Ticketing Issues (44 reviews) ### What Do G2 Reviewers Say About Freshservice? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Freshservice, finding it intuitive and user-friendly for managing tickets. - Users love the **user-friendly interface** and extensive features of Freshservice that simplify task management and automation. - Users love the **automation capabilities** of Freshservice, enhancing efficiency in managing tasks and workflows seamlessly. - Users value the **ease of use** in Freshservice's ticketing system, streamlining requests and improving team efficiency significantly. - Users appreciate the **ease of use** in Freshservice, streamlining ticket submissions and improving team efficiency significantly. **Cons:** - Users are frustrated by **missing features** and the high costs of additional licenses for limited usage. - Users face **limited features** in Freshservice, lacking essential functionality that impacts usability compared to competitors like Zendesk. - Users express frustration with **limited customization** options, making it difficult to achieve desired branding and functionality. - Users find the **steep learning curve** challenging due to a lack of tutorials and complex customization options. - Users report **ticketing issues** with Freshservice, including limitations and missing features compared to competitors like Zendesk. #### What Are Recent G2 Reviews of Freshservice? **"[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)"** **Rating:** 4.5/5.0 stars *— Brooks A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12723378) --- **"[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)"** **Rating:** 4.0/5.0 stars *— Davi A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12805161) --- #### What Are G2 Users Discussing About Freshservice? - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### 8. [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 961 **How Do G2 Users Rate Jira Service Management?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 8.9/10) - **Administration Console:** 8.9/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.6/10 (Category avg: 8.2/10) - **Process Workflow:** 8.8/10 (Category avg: 8.7/10) **Who Is the Company Behind Jira Service Management?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** https://www.atlassian.com/ - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,496 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Mid-Market, 38% Enterprise #### What Are Jira Service Management's Pros and Cons? **Pros:** - Ease of Use (49 reviews) - Integrations (33 reviews) - Automation (32 reviews) - Ticket Management (31 reviews) - Features (29 reviews) **Cons:** - Learning Curve (35 reviews) - Complexity (29 reviews) - Steep Learning Curve (29 reviews) - Complex Setup (22 reviews) - Complex UI (16 reviews) ### What Do G2 Reviewers Say About Jira Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users find Jira Service Management to be **extremely user-friendly** , enhancing daily processes and overall service efficiency. - Users value the **seamless integration** with Jira and development tools, enhancing efficiency in their IT support processes. - Users value the **customizable workflows and automation** in Jira Service Management, enhancing efficiency in IT support processes. - Users value the **efficient ticket management** in Jira Service Management, enhancing accountability and streamlining workflows for teams. - Users love the **customizable workflows and automation** , enhancing efficiency and adaptability in managing service requests. **Cons:** - Users find the **learning curve steep** , requiring significant time and training to navigate Jira Service Management effectively. - Users find the **complexity of setup and configuration** can overwhelm new users and smaller teams without support. - Users note the **steep learning curve** of Jira Service Management, making onboarding difficult for new or non-technical users. - Users find the **complex setup** of Jira Service Management challenging, especially for new or non-technical teams. - Users often find the **complex UI** of Jira Service Management overwhelming, complicating onboarding and overall usability. #### What Are Recent G2 Reviews of Jira Service Management? **"[JIRA review on panel](https://www.g2.com/survey_responses/jira-service-management-review-11356967)"** **Rating:** 4.5/5.0 stars *— Gaurav S.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-11356967) --- **"[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)"** **Rating:** 5.0/5.0 stars *— Priyanka B.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-12817846) --- #### What Are G2 Users Discussing About Jira Service Management? - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software) - [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments ### 9. [Milvus TI](https://www.g2.com/products/milvus-ti/reviews) O Milvus é uma plataforma completa de gestão de atendimento, relacionamento com clientes e ativos de TI, desenvolvida para empresas que buscam centralizar processos, aumentar a eficiência operacional e melhorar a experiência do cliente. A solução reúne em um único ambiente recursos de Help Desk, gestão de tickets, inventário de TI, atendimento multicanal (e-mail, chat, WhatsApp e outros) e automação de processos, permitindo maior controle, visibilidade e padronização das operações de suporte e atendimento. Com foco em simplicidade, escalabilidade e integração, o Milvus se conecta facilmente a ferramentas de CRM, marketing e vendas, ajudando equipes a tomar decisões baseadas em dados e a acompanhar indicadores em tempo real. É ideal para empresas de diferentes portes que desejam profissionalizar o suporte, organizar ativos tecnológicos e fortalecer o relacionamento com seus clientes. **Average Rating:** 4.8/5.0 **Total Reviews:** 132 **How Do G2 Users Rate Milvus TI?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 8.9/10) - **Administration Console:** 8.8/10 (Category avg: 8.8/10) - **Policy Dictation:** 9.2/10 (Category avg: 8.2/10) - **Process Workflow:** 8.9/10 (Category avg: 8.7/10) **Who Is the Company Behind Milvus TI?** - **Seller:** [Milvus](https://www.g2.com/sellers/milvus) - **HQ Location:** São Caetano do Sul, BR - **LinkedIn® Page:** https://www.linkedin.com/company/milvusbr/ (72 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Analista de Suporte, Analista de TI - **Top Industries:** Information Technology and Services, Computer Networking - **Company Size:** 45% Small-Business, 42% Mid-Market #### What Are Milvus TI's Pros and Cons? **Pros:** - Asset Management (2 reviews) - Automation (2 reviews) - Efficiency (2 reviews) - Management Efficiency (2 reviews) - Ticketing System (2 reviews) **Cons:** - Connection Issues (2 reviews) - Performance Issues (2 reviews) - Complexity (1 reviews) - Latency Issues (1 reviews) - Learning Curve (1 reviews) ### What Do G2 Reviewers Say About Milvus TI? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automation and efficiency** of Milvus TI, freeing them from manual tasks and improving operations. - Users highlight the **effective automation** features of Milvus TI, significantly reducing manual tasks and enhancing productivity. - Users praise the **efficiency** of Milvus TI, with automated ticketing and streamlined operations enhancing daily workflows. - Users value the **management efficiency** of Milvus TI, highlighting streamlined ticketing and effective operations integration. - Users value the **WhatsApp integration** of Milvus TI for its automation and efficient ticket management capabilities. **Cons:** - Users experience **connection issues** with Milvus TI, particularly on older hardware affecting performance and reliability. - Users find that Milvus TI experiences **performance issues** on older hardware, leading to sluggish and unreliable connections. - Users find Milvus TI's interface to be **initially complex** , particularly if they lack familiarity with filters. - Users experience **latency issues** with Milvus TI on older hardware, leading to sluggish connection performance in legacy machines. - Users find Milvus TI initially **complex to navigate** without prior knowledge of filters, requiring some learning effort. #### What Are Recent G2 Reviews of Milvus TI? **"[Intuitive system with complete inventory, service, and tickets, good cost-benefit](https://www.g2.com/survey_responses/milvus-ti-review-12376802)"** **Rating:** 4.0/5.0 stars *— Gabriel M.* [Read full review](https://www.g2.com/survey_responses/milvus-ti-review-12376802) --- **"[Strategic dashboards that elevate real-time support management](https://www.g2.com/survey_responses/milvus-ti-review-12378087)"** **Rating:** 5.0/5.0 stars *— Pytter S.* [Read full review](https://www.g2.com/survey_responses/milvus-ti-review-12378087) --- ### 10. [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:** 774 **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:** https://www.solarwinds.com - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,570 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (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% Mid-Market, 23% Enterprise #### What Are SolarWinds Service Desk's Pros and Cons? **Pros:** - Asset Management (4 reviews) - Ticketing System (4 reviews) - Customer Satisfaction (3 reviews) - Custom Fields (3 reviews) - Incident Management (3 reviews) **Cons:** - Insufficient Information (3 reviews) - Expensive (2 reviews) - Limited Customization (2 reviews) - Limited Features (2 reviews) - Missing Features (2 reviews) ### What Do G2 Reviewers Say About SolarWinds Service Desk? *AI-generated summary from verified user reviews* **Pros:** - Users find the **asset management capabilities** of SolarWinds Service Desk to be highly effective and customizable for their needs. - Users appreciate the **ease of use** and efficiency of the SolarWinds Service Desk ticketing system for issue resolution. - Users appreciate the **customer satisfaction** of SolarWinds Service Desk, noting its ease of use and effective support. - Users appreciate the **custom fields** feature in SolarWinds Service Desk, enhancing workflow customization and user-friendliness. - Users appreciate the **easy navigation and editing features** in incident management, enhancing ticket resolution and usability. **Cons:** - Users highlight **insufficient information** in SolarWinds, leading to challenges in device management and data inconsistency. - Users find SolarWinds Service Desk to be **quite expensive** compared to alternatives, questioning its cost-effectiveness. - Users find that the **limited customization** options in SolarWinds Service Desk do not meet the diverse needs of large enterprises. - Users find the **limited features** of SolarWinds Service Desk inadequate for the diverse needs of large enterprises. - Users feel the **missing features** of SolarWinds Service Desk limit its effectiveness for large enterprises with diverse needs. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **"[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)"** **Rating:** 4.5/5.0 stars *— Verified User in Gambling & Casinos* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845) --- **"[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) --- #### 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) ### 11. [SuperOps](https://www.g2.com/products/superops/reviews) SuperOps is a unified PSA+RMM platform built for MSPs of all shapes and sizes. SuperOps's platform is built on three principles 1. One for all, all-in-one If you can dream it, you can do it. SuperOps is the only unified MSP that will take the pain out of your everyday tasks. No more switching between five tools to complete one simple task. 2. Get tasks done while you’re asleep We are an automation-first platform. Automation sits at the center of everything we are building at SuperOps.ai. Our platform is designed to save at least three man-hours every week. That’s six days of vacation! Sit back, relax, and leave the grunt work to our platform. 3. Draws you in, blows your mind Our MSP software's human-centered design is beautiful and easy on the eyes. We took great care in crafting the UI because even the little things matter to us. Everything looks better, feels better you wish you had more stuff to do (just to hang out in the software). **Average Rating:** 4.4/5.0 **Total Reviews:** 197 **How Do G2 Users Rate SuperOps?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10) - **Administration Console:** 10.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.3/10 (Category avg: 8.2/10) - **Process Workflow:** 9.4/10 (Category avg: 8.7/10) **Who Is the Company Behind SuperOps?** - **Seller:** [SuperOps Inc](https://www.g2.com/sellers/superops-inc) - **Company Website:** https://superops.com/ - **Year Founded:** 2020 - **HQ Location:** Claymont, US - **LinkedIn® Page:** https://www.linkedin.com/company/superops-ai/about (178 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Owner, Director - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 85% Small-Business, 14% Mid-Market #### What Are SuperOps's Pros and Cons? **Pros:** - Ease of Use (78 reviews) - Customer Support (66 reviews) - Features (47 reviews) - User Interface (34 reviews) - Intuitive (32 reviews) **Cons:** - Missing Features (45 reviews) - Feature Issues (22 reviews) - Integration Issues (16 reviews) - Access Limitations (15 reviews) - Lack of Integrations (14 reviews) ### What Do G2 Reviewers Say About SuperOps? *AI-generated summary from verified user reviews* **Pros:** - Users find SuperOps to be **incredibly easy to use** , promoting a smooth and accessible onboarding experience. - Users rave about the **exceptional customer support** from SuperOps, praising their quick responses and helpful guidance. - Users appreciate the **intuitive remote monitoring** and continuous feature improvements of SuperOps, enhancing overall usability and efficiency. - Users appreciate the **friendly and intuitive interface** of SuperOps, making it easy for new technicians to navigate. - Users find SuperOps' **intuitive interface** enhances productivity, making IT management seamless and efficient. **Cons:** - Users note the **missing features** in SuperOps, particularly the lack of user signatures for ticketing documentation. - Users face various **feature issues** with SuperOps, from accidental deletions to limited mobile app functionality. - Users note **integration issues** with SuperOps, expressing a need for more compatible tools and workflows. - Users experience **access limitations** with SuperOps, facing issues like file preview and RMM functionality. - Users express concern over the **lack of integrations** , limiting functionality with popular documentation tools and platforms. #### What Are Recent G2 Reviews of SuperOps? **"[All-in-One RMM + Ticketing That Powers Remote-First Automation](https://www.g2.com/survey_responses/superops-review-12986642)"** **Rating:** 5.0/5.0 stars *— Nick M.* [Read full review](https://www.g2.com/survey_responses/superops-review-12986642) --- **"[Modern, Fast-Evolving RMM with a Great UI and Strong Integrations](https://www.g2.com/survey_responses/superops-review-12985082)"** **Rating:** 4.5/5.0 stars *— Kevin J. W.* [Read full review](https://www.g2.com/survey_responses/superops-review-12985082) --- ### 12. [ConnectWise RMM](https://www.g2.com/products/connectwise-rmm/reviews) ConnectWise RMM is a cloud-native remote monitoring and management (RMM) solution designed for IT professionals who need to monitor, manage, and support diverse IT environments. It provides centralized visibility, intelligent alerting, and advanced automation to help teams proactively address IT challenges and prevent downtime. Comprehensive Monitoring and Visibility ConnectWise RMM delivers 24/7 monitoring across endpoints, networks, backups, cloud health and availability, and security posture. Unified dashboards bring this information together in one place, making it easier to identify issues and act before issues affect end users. With more than 1,200 expert-maintained alerts, the system can reduce typical RMM alerting noise by up to 90% without sacrificing visibility, helping technicians focus on meaningful issues instead of spending time reviewing false positives. Automated Patch Management The solution includes automated OS and third-party patch management for over 7,000 applications. Uniquely, Windows OS security updates are reviewed and approved by ConnectWise NOC experts before each release. This helps teams' patch faster and with more confidence to reduce vulnerabilities, streamline compliance, and keep systems optimized. Advanced Automation and Scripting ConnectWise RMM provides automation capabilities such as built-in automation to select intelligent alerts, AI-assisted script generation, and multi-solution workflow orchestration. These tools simplify routine maintenance tasks, enforce consistent standards, and enable faster response to common IT events. Teams can complete work up to 75% faster, reducing repetitive manual effort and creating more time for strategic projects. Scalability and Endpoint Management ConnectWise RMM is built to support a wide range of businesses, including large and complex environments, with the ability to manage more than 100,000 devices in a single tenant. By unifying monitoring, patching, automation, and scripting into one solution, IT professionals can deliver reliable service, reduce ticket volume, and improve overall IT performance. Multi-site visibility, flexible add-ons, and seamless integration with security, backup, and business management tools make it easy to adapt as environments grow without adding unnecessary complexity. **Average Rating:** 4.2/5.0 **Total Reviews:** 63 **How Do G2 Users Rate ConnectWise RMM?** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 8.9/10) - **Administration Console:** 8.5/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.5/10 (Category avg: 8.2/10) - **Process Workflow:** 7.5/10 (Category avg: 8.7/10) **Who Is the Company Behind ConnectWise RMM?** - **Seller:** [ConnectWise](https://www.g2.com/sellers/connectwise) - **Company Website:** https://www.connectwise.com/ - **Year Founded:** 1982 - **HQ Location:** Tampa, FL - **Twitter:** @ConnectWise (14,926 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/48576/ (3,388 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 68% Small-Business, 26% Mid-Market #### What Are ConnectWise RMM's Pros and Cons? **Pros:** - Ease of Use (26 reviews) - Remote Access (12 reviews) - Automation (9 reviews) - All-in-One Solution (8 reviews) - User Interface (8 reviews) **Cons:** - Missing Features (7 reviews) - Poor Customer Support (7 reviews) - Feature Issues (5 reviews) - Integration Issues (5 reviews) - Expensive (4 reviews) ### What Do G2 Reviewers Say About ConnectWise RMM? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of ConnectWise RMM, finding it helpful and accessible for their administrative needs. - Users value the **easy and reliable remote access** of ConnectWise RMM, facilitating efficient support management from anywhere. - Users value the **automation** capabilities of ConnectWise RMM, enhancing convenience and efficiency in managing operations. - Users value the **all-in-one solution** of ConnectWise RMM, enhancing efficiency and visibility for their teams. - Users find the **user-friendly interface** of ConnectWise RMM enhances visibility and simplifies management tasks effectively. **Cons:** - Users are frustrated by **missing features** in ConnectWise RMM, including poor automation and lack of basic reporting. - Users face **poor customer support** , experiencing delays and communication issues that hamper timely problem resolution. - Users find **feature issues** with ConnectWise RMM, experiencing complexity and poor documentation that hinder usability. - Users experience **integration issues** with ConnectWise RMM, affecting functionality and limiting third-party application support. - Users find the **pricing structure expensive** , as charges apply per device and technician, lacking affordable options. #### What Are Recent G2 Reviews of ConnectWise RMM? **"[Connectwise RMM is a delight to work with, it has what it takes to be a competitive RMM tool.](https://www.g2.com/survey_responses/connectwise-rmm-review-6936634)"** **Rating:** 5.0/5.0 stars *— Parag R.* [Read full review](https://www.g2.com/survey_responses/connectwise-rmm-review-6936634) --- **"[Access and maintain your endpoints from a web browser](https://www.g2.com/survey_responses/connectwise-rmm-review-11353101)"** **Rating:** 4.5/5.0 stars *— Verified User in Computer & Network Security* [Read full review](https://www.g2.com/survey_responses/connectwise-rmm-review-11353101) --- #### What Are G2 Users Discussing About ConnectWise RMM? - [What is Continuum desktop agent?](https://www.g2.com/discussions/what-is-continuum-desktop-agent) - 1 comment - [What is Continuum command?](https://www.g2.com/discussions/what-is-continuum-command) - [What is Continuum RMM?](https://www.g2.com/discussions/what-is-continuum-rmm) ### 13. [monday service](https://www.g2.com/products/monday-service/reviews) monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight. At the core of monday service is the Agents Workforce - an AI-powered service workforce made up of specialized agents that autonomously resolve requests and take action across the organization, while teams remain firmly in control. Built natively on the monday.com platform, agents use ticket history, organizational knowledge, and live business context to deliver accurate, policy-aligned service from day one. With built-in orchestration, guardrails, and real-time monitoring, teams can safely deploy, oversee, and scale AI as service demand grows. With no-code AI and automation, teams can deploy and optimize workflows in minutes. As service demand grows, AI helps absorb high-volume work, reduce backlog, and protect SLAs - freeing teams to focus on higher-impact initiatives instead of constant firefighting. Unlike legacy ESM tools that separate ticketing from execution, monday service connects requests directly to workflows, projects, and cross-team work. Resolutions trigger real action, updating systems and moving work forward in real time. Enterprise-grade permissions, guardrails, and monitoring provide full visibility and control over AI-powered processes at scale. Whether replacing a legacy ESM solution or launching service management for the first time, monday service delivers rapid time-to-value, intuitive adoption, and scalable AI-driven execution - with minimal implementation. Service at scale. Without losing control. Key Capabilities: Omnichannel ticket intake Autonomous AI agents for triage, routing, and end-to-end resolution No-code workflows and automation Dashboards and reporting SLA tracking and performance insights Project, problem, and incident management **Average Rating:** 4.5/5.0 **Total Reviews:** 97 **How Do G2 Users Rate monday service?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 8.9/10) - **Administration Console:** 9.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 9.0/10 (Category avg: 8.2/10) - **Process Workflow:** 9.0/10 (Category avg: 8.7/10) **Who Is the Company Behind monday service?** - **Seller:** [monday.com](https://www.g2.com/sellers/monday-com-d88207e4-9e92-412d-903b-61cd13ca592b) - **Company Website:** https://monday.com/ - **Year Founded:** 2012 - **HQ Location:** Tel Aviv - **Twitter:** @mondaydotcom (40,761 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/mondaydotcom (3,837 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Marketing and Advertising, Information Technology and Services - **Company Size:** 42% Mid-Market, 37% Small-Business #### What Are monday service's Pros and Cons? **Pros:** - Ease of Use (31 reviews) - Efficiency (13 reviews) - Automation (12 reviews) - Features (10 reviews) - Organization (10 reviews) **Cons:** - Limited Features (9 reviews) - Limited Functionality (7 reviews) - Performance Issues (7 reviews) - Limited Automation (6 reviews) - Not Intuitive (5 reviews) ### What Do G2 Reviewers Say About monday service? *AI-generated summary from verified user reviews* **Pros:** - Users find monday service to be **easy to learn and use** , enhancing efficiency and streamlining workflows effortlessly. - Users value the **enhanced efficiency** of Monday Service, benefiting from its adaptability and streamlined processes for various tasks. - Users find the **automations** in Monday Service essential for staying organized and maintaining productivity across projects. - Users love the **user-friendly interface** of monday service, which aids in organizing tasks and enhancing collaboration. - Users love how monday service enhances team collaboration, providing **effective organization** and an easy-to-use platform for all tasks. **Cons:** - Users criticize the **limited features** of monday, including constraints on workflows and poor AI integration. - Users note **limited functionality** as boards become cluttered, and advanced features require higher-tier plans for flexibility. - Users experience occasional **performance issues** with lag, especially on large boards, impacting their workflow efficiency. - Users express frustration with **limited automation capabilities** , feeling restricted by tiered plans and lacking deeper customization. - Users find Monday Service **not intuitive** , struggling with its modal-based system and complicated navigation, leading to frustration. #### What Are Recent G2 Reviews of monday service? **"[Monday Makes Tracking Processes Across Our Organization Easy](https://www.g2.com/survey_responses/monday-service-review-13068510)"** **Rating:** 4.5/5.0 stars *— Will T.* [Read full review](https://www.g2.com/survey_responses/monday-service-review-13068510) --- **"[Monday.com Transformed Our Project Tracking with Intuitive Boards and Strong Integrations](https://www.g2.com/survey_responses/monday-service-review-13067146)"** **Rating:** 5.0/5.0 stars *— Deepak Kumar V.* [Read full review](https://www.g2.com/survey_responses/monday-service-review-13067146) --- ### 14. [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:** 4,042 **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:** https://www.AutomationAnywhere.com - **Year Founded:** 2003 - **HQ Location:** San Jose, CA - **Twitter:** @AutomationAnywh (55,050 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/208639/ (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% Enterprise, 23% Mid-Market #### What Are Automation Anywhere Agentic Process Automation's Pros and Cons? **Pros:** - Ease of Use (84 reviews) - Automation (71 reviews) - Efficiency (43 reviews) - Automation Ease (42 reviews) - User Interface (42 reviews) **Cons:** - Expensive (28 reviews) - Learning Curve (27 reviews) - Missing Features (25 reviews) - Software Bugs (22 reviews) - Bot Issues (20 reviews) ### 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 appreciate the **ease of automating repetitive tasks** with Automation Anywhere, enhancing productivity and efficiency for teams. - Users value the **efficiency** of Automation Anywhere, noting its simplicity and effectiveness in automating various processes. - Users praise the **ease of automation** with Automation Anywhere, enabling non-coders to build bots effortlessly. - Users appreciate the **intuitive interface** of Automation Anywhere, highlighting its ease of use and beautiful design. **Cons:** - Users find the **pricing model complex and high** , making it difficult for small teams or individuals to adopt. - Users note a **steep learning curve** for beginners, making it challenging to master Automation Anywhere's advanced features. - Users face issues with **missing features** , including limited output variables and essential actions in email automation. - Users often face **software bugs** that disrupt automation tasks and hinder efficient workflow execution. - Users report that **bot issues** can be complex, especially for beginners troubleshooting updates and network disruptions. #### What Are Recent G2 Reviews of Automation Anywhere Agentic Process Automation? **"[Excellent Efficiency Gains, But Onboarding Needs Simplification](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-12949275)"** **Rating:** 4.0/5.0 stars *— Joel A.* [Read full review](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-12949275) --- **"[Helping Teams Focus on Higher-Value Work](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-12995566)"** **Rating:** 4.0/5.0 stars *— pavan k.* [Read full review](https://www.g2.com/survey_responses/automation-anywhere-agentic-process-automation-review-12995566) --- #### 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) ### 15. [Zendesk for Employee Service](https://www.g2.com/products/zendesk-for-employee-service/reviews) Zendesk for Employee Service is an easy to use, AI-powered solution designed to streamline internal service delivery across IT Service Management (ITSM), Human Resources Service Management (HRSM), and other internal support. Built on the Zendesk Resolution Platform and powered by AI trained on 18+ billion service interactions, Zendesk empowers teams to provide fast, accurate resolutions, increasing employee satisfaction and productivity. Easy to implement, scale, and adapt across departments, Zendesk is designed to accommodate the evolving needs of growing organizations without costly developer resources. The platform offers pre-built integrations with popular IT and HR systems, along with robust data analytics to drive informed decisions. Whether you're looking to build a top-tier service desk, improve incident management, automate workflows, or boost self-service capabilities, Zendesk for Employee Service provides the ease of use, flexibility and scalability required for today's dynamic workplace. **Average Rating:** 4.5/5.0 **Total Reviews:** 102 **How Do G2 Users Rate Zendesk for Employee Service?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 8.9/10) - **Administration Console:** 9.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 7.6/10 (Category avg: 8.2/10) - **Process Workflow:** 8.1/10 (Category avg: 8.7/10) **Who Is the Company Behind Zendesk for Employee Service?** - **Seller:** [Zendesk](https://www.g2.com/sellers/zendesk) - **Company Website:** https://www.zendesk.com - **Year Founded:** 2007 - **HQ Location:** San Francisco, CA - **Twitter:** @Zendesk (102,672 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/418095/ (7,302 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 55% Mid-Market, 26% Small-Business #### What Are Zendesk for Employee Service's Pros and Cons? **Pros:** - Ease of Use (20 reviews) - Features (10 reviews) - Useful (10 reviews) - Time-saving (9 reviews) - Time-Saving (9 reviews) **Cons:** - Integration Issues (4 reviews) - Slow Loading (4 reviews) - AI Limitations (3 reviews) - Performance Issues (3 reviews) - Slow Performance (3 reviews) ### What Do G2 Reviewers Say About Zendesk for Employee Service? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Zendesk for Employee Service, making it effortless to access information quickly. - Users value the **time-efficient navigation** and powerful automation features of Zendesk for streamlining employee service. - Users value the **quick access to answers** provided by Zendesk for Employee Service, enhancing team synchronization and efficiency. - Users value the **time-saving features** of Zendesk, enabling efficient ticket management and quick responses. - Users appreciate the **time-saving automation** of Zendesk for Employee Service, significantly improving efficiency across teams. **Cons:** - Users note **integration issues** with Zendesk for Employee Service, desiring more compatibility with internal tools and chat apps. - Users experience **slow loading times** for evaluation assignments and information retrieval, impacting their overall efficiency with Zendesk. - Users find **AI limitations** in Zendesk's employee service, feeling it lacks transparency and expected capabilities. - Users experience occasional **performance issues** with slow loading and retrieval times for information on Zendesk for Employee Service. - Users experience **slow performance** with Zendesk for Employee Service, particularly in retrieving information during complex tasks. #### What Are Recent G2 Reviews of Zendesk for Employee Service? **"[Automated organized Employee service solution with Zendesk](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-13051630)"** **Rating:** 4.5/5.0 stars *— Aayush M.* [Read full review](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-13051630) --- **"[A Game Changer for People Operations](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-12800637)"** **Rating:** 5.0/5.0 stars *— Megan J.* [Read full review](https://www.g2.com/survey_responses/zendesk-for-employee-service-review-12800637) --- #### What Are G2 Users Discussing About Zendesk for Employee Service? - [What is the WFM process?](https://www.g2.com/discussions/tymeshift-what-is-the-wfm-process) - [What is Tymeshift Zendesk?](https://www.g2.com/discussions/what-is-tymeshift-zendesk) - [What is Tymeshift?](https://www.g2.com/discussions/what-is-tymeshift) - [What Tymeshift used for?](https://www.g2.com/discussions/what-tymeshift-used-for) ### 16. [Setapp](https://www.g2.com/products/setapp/reviews) Setapp is a unified marketplace for Mac and iPhone users to discover and get hand-picked, secure apps. The platform offers two ways to access apps: Setapp Membership — a subscription to 260+ hand-picked apps for Mac, iOS, and web for one flat fee, with unlimited access, no ads, and no in-app purchases. Setapp Marketplace — a platform where users can buy individual apps from vetted developers on flexible terms, without a Membership. All apps are hand-picked, Apple-notarized (verified malware-free), and curated across productivity, creativity, development, AI, device optimization, writing, education, and personal finance. It’s ideal for users who want to save money on subscriptions and time on app research, vetting, and management. A 7-day free trial of Setapp Membership gives full library access with no limitations. Setapp is created by MacPaw, the maker of one of the leading Mac cleaner apps, CleanMyMac, used by over 30 million people worldwide. Setapp is ISO 27001:2022-, SOC 2-, and GDPR-compliant. **Average Rating:** 4.6/5.0 **Total Reviews:** 32 **How Do G2 Users Rate Setapp?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 8.9/10) - **Administration Console:** 9.1/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.5/10 (Category avg: 8.2/10) - **Process Workflow:** 9.3/10 (Category avg: 8.7/10) **Who Is the Company Behind Setapp?** - **Seller:** [Setapp](https://www.g2.com/sellers/setapp-51d3fc72-bc02-4975-bb73-a236fa22ab57) - **HQ Location:** Youghal, IE - **Twitter:** @setapp (13,396 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/11412921 (34 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services - **Company Size:** 73% Small-Business, 21% Mid-Market #### What Are Setapp's Pros and Cons? **Pros:** - Ease of Use (1 reviews) - Features (1 reviews) **Cons:** - Poor Customer Support (1 reviews) ### What Do G2 Reviewers Say About Setapp? *AI-generated summary from verified user reviews* **Pros:** - Users enjoy the **ease of use** of Setapp, especially appreciating the straightforward installation process. - Users value the **wide range of tools** available in Setapp, finding it easy to install and beneficial for their Macs. **Cons:** - Users express frustration over **poor customer support** that fails to resolve issues effectively, leading to dissatisfaction. #### What Are Recent G2 Reviews of Setapp? **"[Make Time Tracking and Video Downloads Effortless](https://www.g2.com/survey_responses/setapp-review-12891403)"** **Rating:** 4.5/5.0 stars *— Jaxon S.* [Read full review](https://www.g2.com/survey_responses/setapp-review-12891403) --- **"[SetApp Makes Discovering High-Quality Mac Apps Effortless & Cost-effective](https://www.g2.com/survey_responses/setapp-review-12916330)"** **Rating:** 4.5/5.0 stars *— Frederick L.* [Read full review](https://www.g2.com/survey_responses/setapp-review-12916330) --- #### What Are G2 Users Discussing About Setapp? - [What is Setapp used for?](https://www.g2.com/discussions/what-is-setapp-used-for) - 1 comment ### 17. [Kaseya BMS](https://www.g2.com/products/kaseya-bms/reviews) Kaseya BMS is a next-generation business management solution that was built specifically to help MSPs spend more time selling and delivering services, and less time on non-revenue-generating tasks like billing and project management. BMS’s scalable, open, cloud-based architecture means you can: Define & deploy new services rapidly Manage client IT projects effectively Monitor service delivery with 360o visibility **Average Rating:** 4.3/5.0 **Total Reviews:** 40 **How Do G2 Users Rate Kaseya BMS?** - **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 8.9/10) - **Administration Console:** 9.3/10 (Category avg: 8.8/10) - **Policy Dictation:** 7.8/10 (Category avg: 8.2/10) - **Process Workflow:** 9.2/10 (Category avg: 8.7/10) **Who Is the Company Behind Kaseya BMS?** - **Seller:** [Kaseya](https://www.g2.com/sellers/kaseya) - **Year Founded:** 2000 - **HQ Location:** Miami, FL - **Twitter:** @KaseyaCorp (17,411 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/kaseya/ (5,471 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 78% Small-Business, 20% Mid-Market #### What Are Kaseya BMS's Pros and Cons? **Pros:** - Efficiency (3 reviews) - Automation (2 reviews) - Ease of Use (2 reviews) - Ticket Management (2 reviews) - Features (1 reviews) **Cons:** - Integration Issues (1 reviews) - Missing Features (1 reviews) - Not User-Friendly (1 reviews) - Poor Design (1 reviews) - Slow Performance (1 reviews) ### What Do G2 Reviewers Say About Kaseya BMS? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **efficiency** of Kaseya BMS, highlighting its simplicity and seamless integration with other tools. - Users appreciate the **automation features** of Kaseya BMS, which significantly reduce manual tasks and enhance efficiency. - Users praise Kaseya BMS for its **ease of use** , ensuring efficient operations and quick ticket management. - Users appreciate the **ease of use and integration** of Kaseya BMS, enhancing efficiency in ticket management and operations. - Users value the **simple and integrated features** of Kaseya BMS, enhancing efficiency in operations and automation. **Cons:** - Users face **integration issues** due to limited API functionality and lack of built-in reporting capabilities. - Users are frustrated by the **missing features** like built-in reports and API limitations that hinder team performance management. - Users find Kaseya BMS **not user-friendly** , describing the interface as outdated and workflows complicated by technical barriers. - Users find Kaseya BMS's **poor design** frustrating, as the outdated interface and technical workflows hinder usability. - Users experience **slow performance** with Kaseya BMS, affecting productivity and overall efficiency during use. #### What Are Recent G2 Reviews of Kaseya BMS? **"[Great All Around Ticketing System for MSPs or IT departments](https://www.g2.com/survey_responses/kaseya-bms-review-10525318)"** **Rating:** 5.0/5.0 stars *— Osmany B.* [Read full review](https://www.g2.com/survey_responses/kaseya-bms-review-10525318) --- **"[Stunning Product with few limitations](https://www.g2.com/survey_responses/kaseya-bms-review-11449805)"** **Rating:** 4.5/5.0 stars *— Manjinder Singh D.* [Read full review](https://www.g2.com/survey_responses/kaseya-bms-review-11449805) --- #### What Are G2 Users Discussing About Kaseya BMS? - [How much does Kaseya VSA cost?](https://www.g2.com/discussions/how-much-does-kaseya-vsa-cost) - [What is BMS API?](https://www.g2.com/discussions/what-is-bms-api) - [What is Kaseya PSA?](https://www.g2.com/discussions/what-is-kaseya-psa) - [What does Kaseya BMS stand for?](https://www.g2.com/discussions/what-does-kaseya-bms-stand-for) ### 18. [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) Ivanti Neurons for ITSM delivers modern, AI‑powered service management that transforms how organizations operate. By combining intelligent automation, predictive insights, and unified IT and security workflows, it accelerates resolutions, enhances productivity, and reduces operational risk. With capabilities that span discovery, incident and request management, automated task orchestration, and real‑time performance measurement, Ivanti Neurons for ITSM helps teams streamline processes, improve user experiences, and achieve meaningful IT and business outcomes, from lowering costs and expanding service management beyond IT, to driving continuous improvement across the enterprise. **Average Rating:** 4.0/5.0 **Total Reviews:** 258 **How Do G2 Users Rate Ivanti Neurons for ITSM?** - **Has the product been a good partner in doing business?:** 8.0/10 (Category avg: 8.9/10) - **Administration Console:** 6.5/10 (Category avg: 8.8/10) - **Policy Dictation:** 7.3/10 (Category avg: 8.2/10) - **Process Workflow:** 8.3/10 (Category avg: 8.7/10) **Who Is the Company Behind Ivanti Neurons for ITSM?** - **Seller:** [Ivanti](https://www.g2.com/sellers/ivanti) - **Company Website:** https://www.ivanti.com/ - **Year Founded:** 1985 - **HQ Location:** South Jordan, UT - **Twitter:** @GoIvanti (6,761 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/15224185/ (3,023 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Government Administration - **Company Size:** 56% Enterprise, 31% Mid-Market #### What Are Ivanti Neurons for ITSM's Pros and Cons? **Pros:** - Customization (3 reviews) - Integrations (3 reviews) - Customizability (2 reviews) - Flexibility (2 reviews) - Customer Support (1 reviews) **Cons:** - Clunky Interface (1 reviews) - Compatibility Issues (1 reviews) - Complexity (1 reviews) - Learning Curve (1 reviews) - Limited Customization (1 reviews) ### What Do G2 Reviewers Say About Ivanti Neurons for ITSM? *AI-generated summary from verified user reviews* **Pros:** - Users enjoy the **flexibility and customization** options of Ivanti Neurons for ITSM, enhancing their tailored IT service management experience. - Users appreciate the **seamless integrations** of Ivanti Neurons for ITSM, enhancing their overall IT management experience. - Users enjoy the **flexibility and customizability** of Ivanti Neurons for ITSM, effectively catering to specific company needs. - Users value the **flexibility** of Ivanti Neurons for ITSM, allowing customization to meet unique company needs effectively. - Users admire the **responsive customer support** of Ivanti Neurons, enhancing their overall ITSM experience effectively. **Cons:** - Users face a **clunky interface** with Ivanti Neurons, complicating tasks like migration and submitting feature requests. - Users face **compatibility issues** with Ivanti Neurons due to its disjointed modules and challenging customizations. - Users face a **steep learning curve** with Ivanti Neurons, complicating the process of maximizing its potential and ROI. - Users find a **steep learning curve** necessary to fully utilize Ivanti Neurons for ITSM's diverse modules and customizations. - Users find **customization limitations** frustrating, as they require significant time and support from Ivanti, increasing costs. #### What Are Recent G2 Reviews of Ivanti Neurons for ITSM? **"[Automation and Flexible Workflows That Boost Service Desk Efficiency with AI](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12838676)"** **Rating:** 4.5/5.0 stars *— Chitra M.* [Read full review](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12838676) --- **"[Clear Ticket Ownership and Progress Tracking with Ivanti Neurons for ITSM](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12754907)"** **Rating:** 4.5/5.0 stars *— Nijat I.* [Read full review](https://www.g2.com/survey_responses/ivanti-neurons-for-itsm-review-12754907) --- ### 19. [SysAid](https://www.g2.com/products/sysaid/reviews) SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. **Average Rating:** 4.5/5.0 **Total Reviews:** 713 **How Do G2 Users Rate SysAid?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10) - **Administration Console:** 9.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.3/10 (Category avg: 8.2/10) - **Process Workflow:** 8.9/10 (Category avg: 8.7/10) **Who Is the Company Behind SysAid?** - **Seller:** [SysAid](https://www.g2.com/sellers/sysaid) - **Company Website:** https://www.sysaid.com - **Year Founded:** 2002 - **HQ Location:** Toronto, Canada - **Twitter:** @sysaid (9,591 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/132666/ (263 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, System Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 60% Mid-Market, 30% Enterprise #### What Are SysAid's Pros and Cons? **Pros:** - Customer Support (33 reviews) - Ease of Use (33 reviews) - Automation (27 reviews) - Features (26 reviews) - Ticket Management (24 reviews) **Cons:** - Missing Features (12 reviews) - Steep Learning Curve (11 reviews) - Clunky Interface (9 reviews) - Limited Customization (9 reviews) - Poor Customer Support (9 reviews) ### What Do G2 Reviewers Say About SysAid? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **fast response from customer support** of SysAid, enhancing their overall experience with the product. - Users praise the **ease of use** of SysAid, enjoying its intuitive interface and efficient ticket management. - Users value the **automation features** of SysAid, enhancing efficiency and speeding up response times effortlessly. - Users appreciate the **comprehensive features** of SysAid, enhancing productivity with its user-friendly interface and automation. - Users value the **robust ticket management** capabilities of SysAid, enhancing efficiency and streamlining workflows significantly. **Cons:** - Users find **missing features** frustrating, as important tools are hard to locate and some integrations are lacking. - Users experience a **steep learning curve** with SysAid due to complex setups and extensive customization options. - Users find the **clunky interface** of SysAid cumbersome, impacting efficiency and user experience during interactions. - Users find **limited customization** options frustrating, as professional support and advanced features are challenging to navigate. - Users report **poor customer support** , highlighting delays in responses and inadequate assistance during critical issues. #### What Are Recent G2 Reviews of SysAid? **"[Strong User Experience with Room for Developer Documentation Improvements](https://www.g2.com/survey_responses/sysaid-review-12829911)"** **Rating:** 4.5/5.0 stars *— Barry Q.* [Read full review](https://www.g2.com/survey_responses/sysaid-review-12829911) --- **"[SysAid a cost effective tool for ITSM](https://www.g2.com/survey_responses/sysaid-review-7467088)"** **Rating:** 5.0/5.0 stars *— peter a.* [Read full review](https://www.g2.com/survey_responses/sysaid-review-7467088) --- #### What Are G2 Users Discussing About SysAid? - [What is SysAid used for?](https://www.g2.com/discussions/what-is-sysaid-used-for) - 1 comment - [How do I upgrade my SysAid?](https://www.g2.com/discussions/how-do-i-upgrade-my-sysaid) - 1 comment - [Why did you choose service management program?](https://www.g2.com/discussions/why-did-you-choose-service-management-program) - 1 comment - [How much are Sysaids?](https://www.g2.com/discussions/how-much-are-sysaids) - [Are Sysaids free?](https://www.g2.com/discussions/are-sysaids-free) - 1 comment ### 20. [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:** 4.4/5.0 **Total Reviews:** 206 **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:** https://devrev.ai/ - **Year Founded:** 2020 - **HQ Location:** Palo Alto, CA - **Twitter:** @devrev (3,269 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/devrev/ (937 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** HR Specialist, Product Manager - **Top Industries:** Computer Software, Financial Services - **Company Size:** 53% Mid-Market, 33% Small-Business #### What Are DevRev's Pros and Cons? **Pros:** - Ease of Use (51 reviews) - Efficiency (48 reviews) - Features (46 reviews) - Helpful (36 reviews) - Insights (27 reviews) **Cons:** - Missing Features (29 reviews) - Limited Features (20 reviews) - Lack of Features (18 reviews) - Learning Curve (18 reviews) - Not Intuitive (16 reviews) ### What Do G2 Reviewers Say About DevRev? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of DevRev, enjoying a smooth and intuitive platform for seamless collaboration. - Users value the **high efficiency** of DevRev, praising its responsive support and streamlined processes for better productivity. - Users appreciate the **intuitive AI chat feature** in DevRev, enhancing communication and streamlining workflows efficiently. - Users appreciate the **intuitive and powerful platform** of DevRev, enhancing communication and operational efficiency seamlessly. - Users are thrilled with the **robust and user-friendly insights** from DevRev, enhancing customer engagement and app improvement. **Cons:** - Users note several **missing features** in DevRev, limiting automation and reporting capabilities, though improvements are underway. - Users find **limited features** in DevRev, noting gaps in automation, reporting, and user flow analysis. - Users note a **lack of features** in DevRev, particularly in automation, reporting, and user flow tracking capabilities. - Users find the **learning curve steep** , especially for non-tech individuals who require additional training and clarification. - Users find DevRev to be **not intuitive** , complicating the onboarding and user experience for non-tech individuals. #### 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) --- ### 21. [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:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (250 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (174 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Insurance - **Company Size:** 51% Enterprise, 30% Mid-Market #### What Are Xurrent ITSM's Pros and Cons? **Pros:** - Ease of Use (5 reviews) - Service Management (5 reviews) - Collaboration (3 reviews) - Features (3 reviews) - Intuitive (3 reviews) **Cons:** - Limited Features (3 reviews) - Missing Features (3 reviews) - Outdated Interface (3 reviews) - Learning Curve (2 reviews) - Bugs (1 reviews) ### What Do G2 Reviewers Say About Xurrent ITSM? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** in Xurrent ITSM, enjoying seamless navigation and intuitive features throughout their tasks. - Users commend Xurrent ITSM for its **efficient service management processes** that enhance service delivery and collaboration across departments. - Users value the **effective collaboration** enabled by Xurrent's integrated support, enhancing service delivery across departments. - Users appreciate the **intuitive interface and seamless integration** of Xurrent ITSM, enhancing efficiency in managing services. - Users value the **intuitive User Interface** of Xurrent ITSM, enhancing ease of use and efficiency. **Cons:** - Users express frustration with the **limited features** of Xurrent ITSM, hindering efficiency and user experience. - Users find **missing features** in Xurrent ITSM, like lack of dynamic API lookups and limited reporting capabilities. - Users find the **outdated interface** of Xurrent ITSM to be a drawback, though improvements are on the way. - Users find the **learning curve steep** , needing significant time to adapt before effectively using Xurrent ITSM. - Users express frustration over the **recent bugs** that hinder usability and complicate their experience with Xurrent ITSM. #### 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) ### 22. [Harmony](https://www.g2.com/products/harmony-2026-03-02/reviews) Harmony is an AI-first enterprise service management platform designed to operate autonomously. At its core, Harmony is an intelligent AI help desk agent powered by dozens of out-of-the-box and proactive agents, with continuous knowledge generation, and a flexible AI workflow builder. Harmony integrates seamlessly with your existing ITSM tools, enabling you to start where you are and transition to Harmony’s full system of record when you’re ready. By eliminating waiting, guesswork, and operational chaos, Harmony empowers IT teams to move beyond reactive support and achieve truly autonomous operations. **Average Rating:** 4.8/5.0 **Total Reviews:** 67 **How Do G2 Users Rate Harmony?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 8.9/10) - **Administration Console:** 10.0/10 (Category avg: 8.8/10) - **Policy Dictation:** 10.0/10 (Category avg: 8.2/10) - **Process Workflow:** 10.0/10 (Category avg: 8.7/10) **Who Is the Company Behind Harmony?** - **Seller:** [Harmony](https://www.g2.com/sellers/harmony-ff273a8e-9d4e-4270-bccd-ce0efef47f7f) - **Company Website:** https://harmony.io - **Year Founded:** 2025 - **HQ Location:** New York, US - **LinkedIn® Page:** https://www.linkedin.com/company/harmonyio/ (58 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 57% Mid-Market, 28% Small-Business #### What Are Recent G2 Reviews of Harmony? **"[Best IT Automation I've Ever Used - Completely Transformed Our Operations](https://www.g2.com/survey_responses/harmony-review-12612560)"** **Rating:** 5.0/5.0 stars *— Or T.* [Read full review](https://www.g2.com/survey_responses/harmony-review-12612560) --- **"[Harmony Frees Us from Manual Tasks and Improves the IT User Experience](https://www.g2.com/survey_responses/harmony-review-12525449)"** **Rating:** 5.0/5.0 stars *— Danny F.* [Read full review](https://www.g2.com/survey_responses/harmony-review-12525449) --- ### 23. [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) SolarWinds® Incident Response (formerly Squadcast) is a premier unified incident management platform engineered to help modern enterprises automate response workflows, minimize downtime, and maximize engineering efficiency. Built on a robust Reliability Automation Platform, our solution seamlessly integrates on-call scheduling and incident response into a single, high-visibility interface. In today’s complex hybrid and multi-cloud environments, observability alone isn’t enough. SolarWinds Incident Response bridges the gap between detection and resolution. By unifying alerts from over 200 third-party tools, our platform uses AI-powered correlation and intelligent deduplication to eliminate alert fatigue. For DevOps, SRE, and IT teams, this means a massive reduction in "noise," allowing them to focus on critical system health rather than chasing false positives. Key Benefits for High-Performing Teams include: Accelerated Remediation: Drive significant operational improvements, with customers reporting up to a 68% reduction in Mean Time to Remediation (MTTR) and a 93% improvement in Mean Time to Acknowledge (MTTA). Intelligent On-Call Management: Automate complex scheduling and escalation paths. Ensure the right subject matter expert is reached instantly via Slack, Microsoft Teams, SMS, or mobile app notifications. Proactive SRE Workflows: Move beyond reactive firefighting. Use standardized runbooks, automated post-mortems, and SLO tracking to adopt Site Reliability Engineering (SRE) best practices effortlessly. Real-Time Collaboration: Empower cross-functional "incident swarming" with integrated communication tools and shared visibility, ensuring stakeholders are kept informed through automated status pages. Our mission is to provide the most user-friendly incident management solution on the market. By combining deep observability insights with proactive automation, we empower companies to strengthen system reliability and deliver seamless digital experiences. Whether you are managing on-premises infrastructure or scaling in the cloud, SolarWinds Incident Response provides the structured approach needed to maintain operational resilience. Transform your incident lifecycle from a manual burden into a streamlined, automated engine for continuous improvement. **Average Rating:** 4.4/5.0 **Total Reviews:** 307 **How Do G2 Users Rate SolarWinds IT Incident Response (Squadcast)?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 8.9/10) - **Administration Console:** 8.8/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.8/10 (Category avg: 8.2/10) - **Process Workflow:** 9.1/10 (Category avg: 8.7/10) **Who Is the Company Behind SolarWinds IT Incident Response (Squadcast)?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,570 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®) - **Ownership:** NYSE: SWI **Who Uses This Product?** - **Who Uses This:** DevOps Engineer, Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 50% Mid-Market, 41% Small-Business #### What Are SolarWinds IT Incident Response (Squadcast)'s Pros and Cons? **Pros:** - Alert Management (50 reviews) - Ease of Use (47 reviews) - Incident Management (29 reviews) - Integrations (27 reviews) - Features (22 reviews) **Cons:** - Notification Issues (28 reviews) - Alert Overload (20 reviews) - Missing Features (11 reviews) - Feature Issues (9 reviews) - Scheduling Issues (9 reviews) ### What Do G2 Reviewers Say About SolarWinds IT Incident Response (Squadcast)? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **real-time alerts and scheduling** , highlighting their effectiveness in incident management and team coordination. - Users appreciate the **user-friendly interface** of SolarWinds IT Incident Response, making setup and usage straightforward. - Users praise the **intuitive interface and robust automation** of SolarWinds IT Incident Response, enhancing efficiency in incident management. - Users value the **wide range of integrations** with tools, enhancing centralized incident management and team efficiency. - Users commend the **feature-rich nature** of Squadcast, especially valuing real-time alerts and improved reporting capabilities. **Cons:** - Users experience **notification issues** with Squadcast, including alert flooding and limitations in acknowledging multiple alerts easily. - Users experience **alert overload** when not configured properly, causing team fatigue from excessive notifications. - Users are frustrated by **missing features** like alerts escalation, leading to incomplete incident management and delays. - Users report **feature issues** with Squadcast, including unintuitive mass actions and complex UI for scheduling views. - Users struggle with **scheduling issues** , finding the interface counter-intuitive and mass actions cumbersome in SolarWinds IT Incident Response. #### What Are Recent G2 Reviews of SolarWinds IT Incident Response (Squadcast)? **"[Effortless Implementation and Feature-Rich Integration](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972)"** **Rating:** 4.0/5.0 stars *— Chinthaka J.* [Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972) --- **"[Powerful On-Call Scheduling, Smart Alert Routing, and Seamless Monitoring Integrations](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798)"** **Rating:** 5.0/5.0 stars *— Manan M.* [Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798) --- #### What Are G2 Users Discussing About SolarWinds IT Incident Response (Squadcast)? - [Can you edit on SquadCast?](https://www.g2.com/discussions/can-you-edit-on-squadcast) - [How much does SquadCast cost?](https://www.g2.com/discussions/how-much-does-squadcast-cost) - 1 comment - [How do you use SquadCast?](https://www.g2.com/discussions/how-do-you-use-squadcast) - [What is SquadCast?](https://www.g2.com/discussions/squadcast-what-is-squadcast) - 2 comments ### 24. [TeamDynamix IT Service Management](https://www.g2.com/products/teamdynamix-it-service-management/reviews) TeamDynamix is a no-code AI-powered ITSM/ESM platform with AI-native automation, virtual support agents, and enterprise-wide integration. Deflect 30-60% of tickets, resolve tickets 40-90% faster, eliminate 2-3 months of manual tasks, and reduce overhead. **Average Rating:** 4.5/5.0 **Total Reviews:** 99 **How Do G2 Users Rate TeamDynamix IT Service Management?** - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 8.9/10) - **Administration Console:** 7.8/10 (Category avg: 8.8/10) - **Policy Dictation:** 6.5/10 (Category avg: 8.2/10) - **Process Workflow:** 7.8/10 (Category avg: 8.7/10) **Who Is the Company Behind TeamDynamix IT Service Management?** - **Seller:** [TeamDynamix](https://www.g2.com/sellers/teamdynamix) - **Year Founded:** 2001 - **HQ Location:** Columbus, Ohio - **Twitter:** @TDXBuzz (1,049 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1494030/ (166 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Higher Education, Education Management - **Company Size:** 46% Mid-Market, 45% Enterprise #### What Are Recent G2 Reviews of TeamDynamix IT Service Management? **"[Highly Configurable Service Desk That Keeps IT Operations Connected](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12913261)"** **Rating:** 5.0/5.0 stars *— Robert C.* [Read full review](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12913261) --- **"[Reliable Web-Based SaaS with Strong Workflows, Integrations, and Helpful AI Features](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12915982)"** **Rating:** 5.0/5.0 stars *— Kevin M.* [Read full review](https://www.g2.com/survey_responses/teamdynamix-it-service-management-review-12915982) --- #### What Are G2 Users Discussing About TeamDynamix IT Service Management? - [What is TeamDynamix IT Service Management used for?](https://www.g2.com/discussions/what-is-teamdynamix-it-service-management-used-for) - [What does Teamdynamix do?](https://www.g2.com/discussions/what-does-teamdynamix-do) - [How do you manage a project portfolio?](https://www.g2.com/discussions/how-do-you-manage-a-project-portfolio) - [What is Team dynamics software?](https://www.g2.com/discussions/what-is-team-dynamics-software) - [Does TeamDynamix have an app?](https://www.g2.com/discussions/does-teamdynamix-have-an-app) ### 25. [Vivantio](https://www.g2.com/products/vivantio/reviews) Vivantio is service management software that helps IT teams, service desks, and customer support teams implement quickly, scale efficiently, and adapt workflows without added complexity. Vivantio helps service teams manage complexity without adding more of it. Built for IT service management, customer service operations, and enterprise service delivery, Vivantio gives teams the structure, flexibility, and visibility they need to improve service over time. Teams use Vivantio to implement faster, standardize workflows, automate manual work, and continuously improve service performance across departments. Key capabilities include: Fast, structured implementation Flexible workflows, forms, and processes Role-based workspaces and automation Reporting and dashboards for service improvement Self-service, knowledge management, and omni-channel support Vivantio is a strong fit for organizations that need powerful service management without forcing teams into rigid, overbuilt systems. **Average Rating:** 4.3/5.0 **Total Reviews:** 294 **How Do G2 Users Rate Vivantio?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 8.9/10) - **Administration Console:** 8.8/10 (Category avg: 8.8/10) - **Policy Dictation:** 8.5/10 (Category avg: 8.2/10) - **Process Workflow:** 8.3/10 (Category avg: 8.7/10) **Who Is the Company Behind Vivantio?** - **Seller:** [Vivantio](https://www.g2.com/sellers/vivantio) - **Year Founded:** 2003 - **HQ Location:** Boston, MA - **Twitter:** @Vivantio (110 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/563989/ (29 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager - **Top Industries:** Information Technology and Services, Outsourcing/Offshoring - **Company Size:** 58% Mid-Market, 28% Enterprise #### What Are Vivantio's Pros and Cons? **Pros:** - Ease of Use (41 reviews) - Efficiency (25 reviews) - Customizability (23 reviews) - Customization (23 reviews) - Features (23 reviews) **Cons:** - Learning Curve (14 reviews) - Complexity (11 reviews) - Improvement Needed (11 reviews) - Limited Customization (10 reviews) - Missing Features (10 reviews) ### What Do G2 Reviewers Say About Vivantio? *AI-generated summary from verified user reviews* **Pros:** - Users find Vivantio to be **easy to use** , allowing seamless implementation and efficient handling of service management tasks. - Users value the **efficiency** of Vivantio, enhancing productivity by automating complex tasks and improving service management. - Users value the **customizability** of Vivantio, making it simple to create tailored dashboards and reports effortlessly. - Users value the **customizability** of Vivantio, allowing tailored configurations and efficient management of various ITSM processes. - Users appreciate the **customization capabilities** of Vivantio, enhancing ITIL alignment and improving customer service efficiency. **Cons:** - Users struggle with a **high learning curve** due to complex configurations and limited automation in Vivantio. - Users find Vivantio's interface **complex and outdated** , making administrative tasks and report management challenging. - Users note a **high learning curve** with Vivantio, requiring significant planning and improved documentation for effective use. - Users find the **limited customization** of standard forms in Vivantio hampers their workflow and adaptability. - Users point out the **missing features** in Vivantio, affecting efficiency and limiting operational capabilities. #### What Are Recent G2 Reviews of Vivantio? **"[Powerful ITSM with Deep Configuration, but Pricing and Mobile App Need Improvement](https://www.g2.com/survey_responses/vivantio-review-11827921)"** **Rating:** 4.0/5.0 stars *— Ifeoma E.* [Read full review](https://www.g2.com/survey_responses/vivantio-review-11827921) --- **"[Versatile Service Management Platform That Boosts Productivity, But Initial Set Up May take time](https://www.g2.com/survey_responses/vivantio-review-11939774)"** **Rating:** 4.5/5.0 stars *— Satish K.* [Read full review](https://www.g2.com/survey_responses/vivantio-review-11939774) --- #### What Are G2 Users Discussing About Vivantio? - [What is Vivantio used for?](https://www.g2.com/discussions/what-is-vivantio-used-for) ## What Is IT Service Management Tools? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to IT Service Management Tools? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Help Desk Software](https://www.g2.com/categories/help-desk) - [Service Desk Software](https://www.g2.com/categories/service-desk) - [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management) - [Incident Management Software](https://www.g2.com/categories/incident-management) - [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools) - [IT Asset Management Software](https://www.g2.com/categories/it-asset-management) --- ## 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. --- ## What Are the Most Common Questions About IT Service Management Tools? ### What are the key features to look for in ITSM tools? Key features to look for in ITSM tools include incident management, which is crucial for tracking and resolving issues efficiently, and service request management, allowing users to submit and track requests easily. Additionally, change management is vital for managing updates and minimizing disruptions. Automation capabilities enhance efficiency, while reporting and analytics provide insights into service performance. Integration with other tools is also important for seamless workflows. User reviews highlight that tools like ServiceNow, Freshservice, and Jira Service Management excel in these areas, particularly in incident and change management functionalities. ### How do ITSM tools improve incident management processes? ITSM tools enhance incident management by streamlining ticketing processes, automating workflows, and improving communication. Users report that tools like ServiceNow and Freshservice significantly reduce response times and increase resolution rates through features such as automated notifications and self-service portals. Additionally, platforms like Jira Service Management and Zendesk provide robust analytics, enabling teams to identify trends and optimize resource allocation. Overall, these tools foster collaboration and efficiency, leading to improved user satisfaction and reduced downtime. ### What is the average pricing range for ITSM tools? The average pricing range for IT Service Management (ITSM) tools typically falls between $20 to $100 per user per month, depending on the features and scalability of the solution. For instance, products like ServiceNow and Freshservice are often positioned at the higher end of this range, while options like Jira Service Management and Zendesk may offer more budget-friendly tiers. Additionally, many vendors provide tiered pricing models that can affect overall costs based on the number of users and required functionalities. ### How do ITSM tools integrate with existing IT infrastructure? ITSM tools integrate with existing IT infrastructure primarily through APIs, enabling seamless data exchange and automation of workflows. For instance, ServiceNow and Freshservice are noted for their robust API capabilities, allowing integration with various third-party applications and legacy systems. Additionally, tools like Jira Service Management and ManageEngine ServiceDesk Plus offer pre-built connectors for popular platforms, enhancing interoperability. User reviews highlight that these integrations significantly improve incident management and streamline IT operations, ensuring that organizations can leverage their existing infrastructure effectively. ### What are common use cases for ITSM tools in organizations? Common use cases for ITSM tools in organizations include incident management, which helps in tracking and resolving IT issues efficiently, and change management, facilitating controlled changes to IT services. Additionally, organizations utilize ITSM for service request management to streamline user requests, asset management to track IT assets, and knowledge management to create a centralized repository of information. These functionalities enhance operational efficiency and improve service delivery, as reflected in user feedback highlighting the importance of these features in daily IT operations. ### How scalable are ITSM tools for growing businesses? ITSM tools generally offer strong scalability for growing businesses, with many solutions supporting a range of user counts and organizational sizes. For instance, ServiceNow is noted for its robust scalability, accommodating large enterprises with complex needs, while Freshservice is favored by small to mid-sized businesses for its ease of use and flexibility. Additionally, Jira Service Management is recognized for its adaptability, allowing teams to scale operations as they grow. Overall, most ITSM tools are designed to evolve with business needs, ensuring effective service management at any scale. ### What level of customer support do ITSM tools typically offer? ITSM tools typically offer a range of customer support options, including live chat, email support, and extensive knowledge bases. For instance, ServiceNow is noted for its robust customer service, with a high satisfaction rating for responsiveness. Freshservice users appreciate the availability of 24/7 support, while Jira Service Management is recognized for its community forums and documentation. Overall, most ITSM tools provide multi-channel support, with varying levels of responsiveness and availability, reflecting user preferences for immediate assistance and comprehensive resources. ### How do ITSM tools enhance user experience for IT teams? ITSM tools enhance user experience for IT teams by streamlining workflows, improving incident management, and facilitating better communication. Tools like ServiceNow, Freshservice, and Jira Service Management are noted for their user-friendly interfaces and automation features, which reduce response times and increase efficiency. Users report that these tools help in tracking service requests effectively, leading to higher satisfaction rates. Additionally, the integration capabilities of these platforms allow for seamless collaboration across departments, further enhancing the overall user experience. ### What are the differences between cloud-based and on-premise ITSM tools? Cloud-based ITSM tools, such as ServiceNow and Freshservice, offer scalability, automatic updates, and remote access, making them ideal for distributed teams. In contrast, on-premise solutions like BMC Helix and ManageEngine ServiceDesk Plus provide greater control over data security and customization but require significant upfront investment and maintenance. User reviews indicate that cloud-based tools generally receive higher satisfaction ratings for ease of use and implementation speed, while on-premise tools are preferred by organizations with strict compliance needs. ### How do ITSM tools facilitate compliance and security management? ITSM tools enhance compliance and security management by automating workflows, ensuring adherence to regulatory standards, and providing audit trails. For instance, ServiceNow, Freshservice, and Jira Service Management offer features like incident management and change control, which help organizations maintain compliance with industry regulations. Users frequently highlight the importance of these tools in managing security incidents and maintaining documentation, which is crucial for audits. Additionally, tools like ManageEngine ServiceDesk Plus and Zendesk Support are noted for their robust reporting capabilities, enabling organizations to track compliance metrics effectively. ### What metrics should I track to measure ITSM tool effectiveness? To measure ITSM tool effectiveness, track metrics such as incident resolution time, customer satisfaction scores, ticket volume, first contact resolution rate, and service level agreement (SLA) compliance. High-performing tools like ServiceNow, Freshservice, and Jira Service Management often highlight improvements in these areas, with users reporting enhanced operational efficiency and user experience. Additionally, monitoring user adoption rates and feedback can provide insights into the tool's impact on team productivity and overall service quality. ### How easy is it to implement ITSM tools in an organization? Implementing ITSM tools varies in ease depending on the specific software. For instance, ServiceNow is noted for its robust features but may require significant time for full implementation, with users reporting a learning curve. Conversely, Freshservice is often highlighted for its user-friendly interface and quicker setup, making it easier for organizations to adopt. Overall, user feedback indicates that while some tools demand extensive configuration and training, others facilitate a smoother transition, suggesting that the ease of implementation is highly dependent on the chosen solution.