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Top 8 IT Service Management (ITSM) Tools

ServiceNowAteraJIRA Service ManagementManageEngine ServiceDesk PlusBMC Helix ITSMIT Care CenterSysAidFreshservice
  1. leader badge
    I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.
  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)
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    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: May 2022.
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  4. Easy to use and user-friendly. The dashboards in Jira have been the most useful feature.
  5. ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly.I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations.
  6. The most valuable feature for our customers using BMC Helix ITSM is change management.BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available.
  7. 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.
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  9. The solution can scale.The simplicity of the solution is excellent.
  10. What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration.

Advice From The Community

Read answers to top IT Service Management (ITSM) questions. 598,116 professionals have gotten help from our community of experts.
Yosra Gattoufi - PeerSpot reviewer
Yosra Gattoufi
User
May 17 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!
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Garth Nel - PeerSpot reviewer
Garth NelLast year, we reviewed a few for that same purpose (medium-sized companies by… more »
9 Answers

IT Service Management (ITSM) Articles

Evgeny Belenky - PeerSpot reviewer
Evgeny Belenky
PeerSpot (formerly IT Central Station)
May 02 2022
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 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...
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Shibu Babuchandran - PeerSpot reviewer
Shibu Babuchandran
Regional Manager/ Service Delivery 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 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...
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Shibu Babuchandran - PeerSpot reviewer
Shibu Babuchandran
Regional Manager/ Service Delivery 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...
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Buyer's Guide
IT Service Management (ITSM)
May 2022
Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: May 2022.
598,116 professionals have used our research since 2012.