IT Service Management (ITSM) Software - Reviews

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Reviews (1-25 of 520)

Rose Layton profile photo
May 26, 2019

Spoke is a great new ML-assisted service desk system!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Spoke is being used by our IT department, as well as subsets of HR and facilities. We initially looked at Spoke because we were unsatisfied with the way our existing ticketing software worked with communication channels such as Slack. We wanted a ticketing platform that would reach our team and o...

    Gary Smolyak profile photo
    May 17, 2019

    Great, highly customizable and scalable ticketing system

    Score 9 out of 10
    Vetted Review
    Verified User
    Review Source

    Jira Service Desk (JSD) is being used by our organization as our primary ticketing system. IT, HR and other centralized company departments use this software as a means to communicate between and users and the support staff. It solves the business problem of keeping track of a large multitude of ...

      Vaibhav Gupta profile photo
      April 16, 2019

      ServiceNow - A Complete Powerful suite for all your needs on Service management

      Score 10 out of 10
      Vetted Review
      Verified User
      Review Source

      ServiceNow is being used as the major service management tool at my organization. We are using it as an Incident, Problem & Change Management Tool. Also this is being utilized as an Asset Management tool which is integrated into our deployment cycle for real-time updates on Deployment status. Apa...

        Timothy Sawah profile photo
        February 22, 2019

        BMC Remedy- an efficient,mature and capable service management solution

        Score 9 out of 10
        Vetted Review
        Verified User
        Review Source

        At the organization I work for, BMC Remedy is primarily used by the Division of Information Technology. The main usage scenario is incident management, work orders, and change requests. Remedy facilitates the flow of approvals through the organization hierarchy. Remedy integrates the change manag...

          Kristen Houston profile photo
          May 28, 2019

          Great tool for increased productivity!

          Score 9 out of 10
          Vetted Review
          Verified User
          Review Source

          Spoke works really well when you have questions, processes, etc.. that are frequently needed. It takes a lot of wasted time to answer these over and over and this tool cuts that way back. If your processes are intricate or not repeatable this may be less efficient.

            Valery Mezentsau profile photo
            May 01, 2019

            BMC Track-It: not just a ticketing system

            Score 7 out of 10
            Vetted Review
            Verified User
            Review Source

            BMC Track-It is a good solution, tickets auto-creation via email worked very well. Categories and forms creation flexibility was helpful. However, for our environment and a large number of users we had given up with performance and "bugs" issues and IT management decided to go to a different solu...

              rahul garg profile photo
              May 01, 2019

              BMC Remedy tool for ITSM

              Score 10 out of 10
              Vetted Review
              Verified User
              Review Source

              BMC Remedy tool is best-suited for a mid to large scale organization. Once it is successfully established and all the departments are using it efficiently then its benefits have no limit. All IT operations, I guess, can be managed by BMC Remedy and Outlook. No other tool is necessary. It can be u...

                Celil ÇİYNEKLİ profile photo
                April 26, 2019

                The Best ITIL Compatible Tool

                Score 9 out of 10
                Vetted Review
                Verified User
                Review Source

                If you're looking for an ITIL compatible service manager tool, Micro Focus Service Manager is one of the best solutions for you. If you're looking to manage you or your customer's inventory in a way that is compatible with your contracts, Micro Focus Service Manager is one of the best solutions f...

                  Hesham Gomaa Elmasry , IBDL profile photo
                  April 16, 2019

                  Autotask, the best ticketing App ever!

                  Score 8 out of 10
                  Vetted Review
                  Verified User
                  Review Source

                  Well suited to creating tickets, following up on tickets' status, sending notifications, creating reports, scheduling automatic reports, creating a project from a ticket, attaching files on both tickets and projects, creating project phases, milestones, and tasks. … It's less appropriate f...

                    Vinay Pushkarna, B.Eng, MBA profile photo
                    April 11, 2019

                    Watson a great platform for strong Information management and analytics

                    Score 7 out of 10
                    Vetted Review
                    Verified User
                    Review Source

                    I think clients who are already on the IBM Ecosystem will immensely benefit from this tool. Also, it depends on the long term strategy of the organization. If the long term goal is to develop an Operations Business Intelligence Platform then tools provided by the IBM Watson Knowledge Catalog plat...

                      Edith Baijens profile photo
                      April 11, 2019

                      Lesli is very happy with TOPdesk Lite!

                      Score 9 out of 10
                      Vetted Review
                      Verified User
                      Review Source

                      Lesli uses TOPdesk Lite for incident management: all IT-related calls are registered in TOPdesk. In this way, we are able to follow up on the calls and monitor them. The reports give us an idea of the number of calls, but also of the area in which the most calls come in.

                        Leonard Johnson profile photo
                        April 10, 2019

                        Spiceworks works best for smaller MSPs.

                        Score 6 out of 10
                        Vetted Review
                        Verified User
                        Review Source

                        Spiceworks was used as a help desk system, inventory management, as well as a knowledge base center. It helped us manage customer tickets as well as assign workflow for each tech. Techs were assigned a ticket, they commented on each ticket, and they provided documentation for that particular issu...

                          Marcio Vizoli profile photo
                          March 21, 2019

                          TOPefficiency with TOPdesk

                          Score 9 out of 10
                          Vetted Review
                          Verified User
                          Review Source

                          I believe that TOPdesk will be useful for companies and establishments that deal with the public, its ticketing system will be a great facilitator, as well as a great self-service portal that will provide a pre-service for the client that faces a small problem, saving you the spend and also helpi...

                            Christopher Fritz profile photo
                            March 13, 2019

                            Samanage -- A semi flexible easy to learn service desk tool.

                            Score 8 out of 10
                            Vetted Review
                            Verified User
                            Review Source

                            We use it as an IT Ticket system across all departments, where the IT department is the administrator and facilitator. We have managed to get an overview of IT Issues with more, as we also have integrated the self-service system very well and actively will be working on our knowledge database. It...