IT Service Management (ITSM) Software - Reviews

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Reviews (1-25 of 439)

Anthony Zappala profile photo
December 28, 2018

Review: "ServiceNow - which problems can't you solve with it?"

Score 10 out of 10
Vetted Review
Verified User
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ServiceNow is currently gaining market share, here at Wayfair. It was on-boarded to the company in early 2018 due to our Monitoring / Critical Response teams need for a robust reporting platform with available integrations to our monitoring tools (Data Dog/Logic Monitor).

    Andrew Shannon profile photo
    December 11, 2018

    Review: "Spiceworks: the best help desk and inventory program by far, and its FREE!!"

    Score 10 out of 10
    Vetted Review
    Verified User
    Review Source

    Since Spiceworks is a free solution, it's hard not to recommend it to anyone. It's great for IT pros looking for inventory tracking and management, and also those looking for a help desk ticketing system, which is searchable and makes it easy to recall past tickets and their solutions and see the...

      Andrew Murphy profile photo
      December 11, 2018

      Review: "Spiceworks is a friend to the small IT shop"

      Score 7 out of 10
      Vetted Review
      Verified User
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      Spiceworks is suitable for small IT shops. It's a generic ticket system. You can create reports and add-ons. Larger shops should look at something bigger. Spiceworks is very simple. However Spiceworks.com is a great site that can add to any tech's toolbox. There is a large community that helps an...

        Eric Krueger profile photo
        December 07, 2018

        SolarWinds Web Help Desk Review: "SolarWinds Help Desk will help you streamline your support"

        Score 10 out of 10
        Vetted Review
        Verified User
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        We have been using SolarWinds Web Help Desk across our whole organization to better support our core end-user base. By implementing this product we have created a more efficient ticketing system to meet current SLAs for our company. Since its implementation, our goals have been met more often and...

          Michael Timms profile photo
          December 06, 2018

          Spiceworks Review: "Excellent Software, Outstanding Price!"

          Score 10 out of 10
          Vetted Review
          Verified User
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          Spiceworks is just a suited well to the startup that has a very small budget to the Information Technology Juggernaut that has a multi-billion dollar budget. It is not suited for an IT department that is not used to doing some troubleshooting on enterprise level software. Spiceworks can probably ...

            Robbie Speers profile photo
            November 28, 2018

            Cherwell Service Management Review: "Cherwell-A useful ticketing system"

            Score 9 out of 10
            Vetted Review
            Verified User
            Review Source

            Cherwell is good at tracking tickets put in by customers for short and longterm use. It is easy to close a ticket quickly when you are finished, but some tickets will take longer and that's what the pending status is for. … Cherwell may not be suited for longterm projects, ones that take m...

              Brent Gostkowski profile photo
              November 12, 2018

              Jira Service Desk Review: "JIRA - the game changer!"

              Score 8 out of 10
              Vetted Review
              Verified User
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              Jira is a great tool for organizations who already have a well-defined process for tickets/projects. If your organization does not have multiple stakeholders who take part in tickets/projects this tool may not be the best fit. It makes QA much easier since all communication between QA team and de...

                Jason Koslowski profile photo
                January 15, 2019

                Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) Review: "Visual design with more in depth features to customize however you want"

                Score 7 out of 10
                Vetted Review
                Verified User
                Review Source

                We use Service Desk across multiple departments and our entire organization relies on this product. It assists with communication, support and tracking. End users can create tickets, check on updates and get automated communications from technicians. It allows managers to get a quick snapshot of ...

                  Matt Karcher profile photo
                  January 08, 2019

                  Review: "DeskRoll Remote Desktop is pretty amazing!"

                  Score 8 out of 10
                  Vetted Review
                  Verified User
                  Review Source

                  I currently use DeskRoll Remote Desktop for accessing different types of personal computers at different organizations with my clients, to troubleshoot hardware and software issues remotely. It really saves time and resources because of the ability to remote in at any computer. Clients like it be...

                    Les Klassen Hamm profile photo
                    January 05, 2019

                    SolarWinds MSP Manager Review: "The best solution if you already use SolarWinds' other products."

                    Score 7 out of 10
                    Vetted Review
                    Verified User
                    Review Source

                    If you are just looking for a ticketing and helpdesk system, I'd suggest looking elsewhere, as SolarWinds MSP is somewhat cumbersome and slow. … If you are looking to build managed services and a subscriber base, the tie in with their RMM product and the great integration with Quickbooks i...

                      Laurance J. Specht profile photo
                      December 11, 2018

                      User Review: "Spiceworks is worth it!"

                      Score 10 out of 10
                      Vetted Review
                      Verified User
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                      It is great for a small organization to manage hardware assets, monitor network devices, and support ticket management. It is cost effective and offers numerous tools for that. Our team is able to communicate on support issues within tickets so we can be more effective in supporting end users. Se...

                        Leonard Johnson profile photo
                        December 11, 2018

                        Review: "Spiceworks works best for smaller MSPs."

                        Score 8 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...

                          Andrey Perepelitsyn profile photo
                          December 09, 2018

                          Microsoft System Center Service Manager Review: "Good ITSM"

                          Score 6 out of 10
                          Vetted Review
                          Verified User
                          Review Source

                          Works well for companies with huge IT infrastrucure and ITIL processes in place, so entire management is consolidated in a single place and does not require consolidation of data from lots of different information systems. … May not be a good choice for small companies as it a bit expensiv...

                            Erik Hall profile photo
                            December 06, 2018

                            User Review: "Spiceworks is an Amazing Tool"

                            Score 10 out of 10
                            Vetted Review
                            Verified User
                            Review Source

                            I use it to network with other IT professionals and to continue learning/expand my knowledge and experience in the IT field. I have also downloaded their Support product, but haven't set it up for use and I have also downloaded their inventory program as a redundant program to what our MSP provid...

                              Shalindra Singh profile photo
                              November 12, 2018

                              ServiceNow Review: "One of the best Software for ITSM and ITOM needs"

                              Score 9 out of 10
                              Vetted Review
                              Verified User
                              Review Source

                              I am a consultant and do works towards ServiceNow Implementation and Integration at end customers. Since I work with various customers in various verticals and domains, I come across a wide variety of use cases that ServiceNow can resolve and the way it can be implemented to achieve it. ServiceNo...

                                Sundeep Gopal profile photo
                                November 05, 2018

                                Jira Service Desk Review: "Jira it is if it is IT."

                                Score 10 out of 10
                                Vetted Review
                                Verified User
                                Review Source

                                Jira Service Desk is a great tool for teams that are already using it. For example, IT teams can save a great bit of time and effort using it, but the real problem comes when a marketing team is involved because the functionality is so limited from a marketing standpoint. However, for the IT team...

                                  Lode Bruyninckx profile photo
                                  October 09, 2018

                                  Review: "Topdesk upgrade succesfull at Thomas Regout International B.V."

                                  Score 8 out of 10
                                  Vetted Review
                                  Verified User
                                  Review Source

                                  At Thomas Regout International we are using TOPdesk for about 10 years now in the ICT department for Incident Management. … Because of the restrictions of our version of TOPdesk we didn't have the opportunity to use it for more. … We did finally upgrade our light version to the prof...

                                    Ashley Gennett profile photo
                                    September 28, 2018

                                    Review: "ServiceNow is our modern day customer communication tool"

                                    Score 9 out of 10
                                    Vetted Review
                                    Verified User
                                    Review Source

                                    ServiceNow is our new customer communication tool within Amtech Software and Futura Services. It is replacing our old system, Remedy, and we find that access to it is so much simpler. We are able to publish press releases and news on ServiceNow, we are able to send notifications to users about ne...

                                      Melissa Kattke profile photo
                                      September 17, 2018

                                      Jira Service Desk Review: "SharePoint admin enjoyed using Jira"

                                      Score 8 out of 10
                                      Vetted Review
                                      Verified User
                                      Review Source

                                      Suitable application for agile methodology. Good platform for issue tracking and documenting processes already discussed and or implemented. Even though the company I worked for paid for this subscription, I found out that it is more cost effective than legacy systems. The portal is intuitive to ...

                                        Pieterjan vanderWerf profile photo
                                        August 30, 2018

                                        Review: "TOPdesk helps to organise your IT department"

                                        Score 8 out of 10
                                        Vetted Review
                                        Verified User
                                        Review Source

                                        If you want a easy to use IT service tool, this is it. The TOPdesk consultant can translate wishes into a good working process. Adaptions are easy to make. Also the Self Service Portal is easy to configure and easy to use and helps creating a good workflow for services.

                                          Phanindra reddy Bommu profile photo
                                          August 22, 2018

                                          User Review: "ServiceNow for Success"

                                          Score 8 out of 10
                                          Vetted Review
                                          Verified User
                                          Review Source

                                          ServiceNow is used as a Service desk tool where we can track customer incidents, Change management, task assignment, and SLA's. It also automates the flow of the business process with the help of structured workflows. We will get the customer requirements as we will be developing the new applicat...