Top 8 IT Service Management (ITSM)

ServiceNowAteraJIRA Service ManagementFreshserviceManageEngine ServiceDesk PlusBMC Helix ITSMIT Care CenterZendesk Guide
  1. leader badge
    Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.
  2. The most valuable features of this solution are automatic batch matching and unattended support access.Pricing is definitely my favorite part of it. It is also extremely easy to use.
  3. Buyer's Guide
    IT Service Management (ITSM)
    November 2022
    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: November 2022.
    657,849 professionals have used our research since 2012.
  4. The visibility features are great.Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products.
  5. The solution is very responsive with a 97% success rate in funneling customer tickets. Freshservice's best feature is its user-friendliness.
  6. The most valuable feature is the ticketing system which is working well.It ensures the tracking of all costs for end-user issues.
  7. The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information.
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  9. It runs smoothly and all of the components are very easy to work with.All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure.
  10. The stability has been very good.What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.

Advice From The Community

Read answers to top IT Service Management (ITSM) questions. 657,849 professionals have gotten help from our community of experts.
Yosra Gattoufi - PeerSpot reviewer
Yosra Gattoufi
User
Oct 06 2022
Hi community, Can you please recommend an ITSM tool that you've been using? I am looking for a tool to be used for ticketing, IT asset management, IT asset administration, and IT asset inventory. Please also let me know what you like in particular about the tool. Thanks for the help!
Read More »
Garth Nel - PeerSpot reviewer
Garth NelLast year, we reviewed a few for that same purpose (medium-sized companies by… more »
10 Answers
John_King - PeerSpot reviewer
John_King
Strategic Innovation at Elastic
Hello community members, I work as a private consultant and I have the following question: Is it better for organisations to slowly consolidate and demise tools in the process of optimisation, or, alternatively, should a standard be set and compliance used to enforce? Thanks.
Read More »
Jairo Willian Pereira - PeerSpot reviewer
Jairo Willian PereiraEvolve first, revolt at the end (always based on some company's reference… more »
3 Answers

IT Service Management (ITSM) Articles

Abhirup Sarkar - PeerSpot reviewer
Abhirup Sarkar
Director, Middle East, East India & SAARC at DMX Technologies
Aug 16 2022
Any modern business needs ITSM for business continuity and growth. It helps to build a competent and well-organized IT business unit that transcends traditional, reactive IT support functions. Streamlining design, creation, delivery and support helps IT teams become true service-oriented business...
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Evgeny Belenky - PeerSpot reviewer
Evgeny Belenky
PeerSpot (formerly IT Central Station)
Hi peers, We're happy to share our new bi-weekly Community Spotlight with you. Here you'll find recent contributions by PeerSpot community members: questions, articles and trending discussions. Trending See what your peers are discussing at the moment! What to choose: an endpoint antiviru...
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Shibu Babuchandran - PeerSpot reviewer
Shibu Babuchandran
Regional Manager/ Service Delivery Manager at ASPL INFO Services
Future of NOC transformation unifies IT teams NOC transformation could lead to unified IT operations with cross-domain teams, but not all enterprises need radical change when smaller upgrades and modernization do the job. In the technology world, it can be easy to throw around the word transf...
Read More »
Shibu Babuchandran - PeerSpot reviewer
Shibu Babuchandran
Regional Manager/ Service Delivery Manager at ASPL INFO Services
IT Operations Management (ITOM) refers to the administration of technology and application requirements within an IT organization. Under the ITIL framework, ITOM’s objective is to monitor, control, and execute the routine tasks necessary to support an organization’s IT infrastructure. In add...
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William Linn - PeerSpot reviewer
William LinnI have done the product for 22 plus years, whenever it was called OpC.  Some… more »
1 Comment
Shibu Babuchandran - PeerSpot reviewer
Shibu Babuchandran
Regional Manager/ Service Delivery Manager at ASPL INFO Services
Future of ITSM: Trends and Predictions At the beginning of 2020, we made some predictions about the future of ITSM. Of course, there are some things that no one could have ever predicted this year – for example, there was no way to predict the global pandemic and the rapid-fire adoption of dig...
Read More »
Shibu Babuchandran - PeerSpot reviewer
Shibu Babuchandran
Regional Manager/ Service Delivery Manager at ASPL INFO Services
1. Don’t Start with a List of the Available ITSM Tools Some people might tell you to start with the latest Forrester Wave or Gartner Magic Quadrant as a long list (rather than a short list). These will help, eventually, but in my opinion, they shouldn’t be your first port of call. Instead, sta...
Read More »

IT Service Management (ITSM) Topics

ITSM Tools Features

When choosing an ITSM tool, here are some features to look out for:

  • Automation and machine learning: Automated incident management helps IT prevent issues before they impact end users. Machine learning identifies patterns in event data and detects anomalies to help discover the root cause of problems to prevent incident re-occurrence.
  • Ticketing: An ITSM tool makes it easier to execute project management functions, such as tracking requests and assigning issues based on team members’ technical expertise.
  • Ready IT service model: An ITSM tool integrated with ITIL (the Information Technology Infrastructure Library) allows organizations to easily implement ITSM using existing models of best practices.
  • Management: An ITSM tool should allow users to easily monitor and control assets and physical devices to manage their configurations, licenses, and incidents throughout their lifecycle.
  • Analytics and reporting: These allow users to create intuitive, real-time metrics and run analysis to help IT understand performance, identify areas for improvement, and help refine service strategy.

Buyer's Guide
IT Service Management (ITSM)
November 2022
Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: November 2022.
657,849 professionals have used our research since 2012.