IT Service Management (ITSM) Software - Reviews

Show Filters 
Hide Filters 
Filter 1828 vetted IT Service Management (ITSM) reviews and ratings
Clear all filters
Overall Rating
Reviewer's Company Size
Vendor
Product
Last Updated
Industry
Department
Experience
Job Type
Role

Reviews (101-125 of 522)

No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Easiness of the Tool in setting up things like workflows, application/module arrangement makes things to be understood easily unlike other famous tools in the market. Documentation is also good and the best part is you don't need to face any hassles in maintaining the server/hardware performance.

No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Easy to customize and has many options available to tailor your needs. The application is very scalable. ITSM guided setup provides a sequence of tasks that help you configure the IT Service Management (ITSM) applications on your ServiceNow instance. Ease of moving customization from one instance...

No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

ServiceNow is being used for ticketing, asset management, purchasing, change management and multiple other functions within our organization. It was the single system that is able to bring everything listed above together in a single web GUI interface.

No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Freshservice is a simple platform that allows us to handle Help Desk tickets with ease. It is a major upgrade from the previous tool that we've used and there's a low amount of effort required to manage and support the system. It comes with a lot of nice features and solutions that are useful in ...

No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

ServiceDesk Plus can be well suited for any company, large or small, as long as someone takes the time to configure it correctly to suit the needs of their company.

No photo available
January 26, 2019

Great ITSM Solution

Score 8 out of 10
Vetted Review
Verified User
Review Source

We use Ivanti Service Manager to log and manage incidents, service requests, problems, knowledge and configuration items

No photo available
January 25, 2019

MSCSM is a solid tool

Score 8 out of 10
Vetted Review
Verified User
Review Source

SCSM is well suited for environments that 50 systems to thousands of systems. The company does need a technician or engineer who has good familiarity with Microsoft products and is willing to spend time getting the configuration set up properly. SCCM is well suited to service the services managem...

No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Ivanti Service Manager can be customized specifically to your business needs. The pre-built product has tons of features, from Incident Management to Service Management to Change Management, Knowledge, Problem, Costing, and more, so it is possible to use the product out of the box with very littl...

No photo available
Score 7 out of 10
Vetted Review
Verified User
Review Source

We currently use Ivanti ITSM Service Desk as our help desk ticketing system and reporting tool through our entire organization. This tool helps us stay organized and update to date on tickets placed and also helps monitor productivity through our environment. ITSM Service Desk helps our departmen...

No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

Freshservice excels as an internal ticketing system at small to medium enterprises. It has enough integrations to cover most use cases but may fall short if your environment is particularly complex. The UI is pleasant and easy to navigate for users and agents. Ample documentation means anyone can...

No photo available
January 05, 2019

Jira As a Service Desk

Score 9 out of 10
Vetted Review
Verified User
Review Source

We use Jira Service Desk to collect our customers’ requests such as issues, problems, new features, and on-site work requests. We needed a software such as Jira Service Desk to manage all these requests and provide timely and proper customer service.

No photo available
Score 7 out of 10
Vetted Review
Verified User
Review Source

Samanage is the ticketing system of our IT dept. … Employees are submitting tickets via Samanage to report issues with their hardware and software, to request IT services, equipment loans, etc. … The IT support team members, in turn, communicate with the employee to get more info, a...

No photo available
December 19, 2018

BMC Track-It!

Score 7 out of 10
Vetted Review
Verified User
Review Source

BMC Track-It! has been used by our company for over eight years. We use it to keep track of our day to day requests for support by all of our users and also use it as a tool to help us do annual reviews for our technicians. In addition, since it has mobile access, tech are easily able to update t...

No photo available
December 13, 2018

My Thoughts!

Score 10 out of 10
Vetted Review
Verified User
Review Source

I think Spiceworks is great for SMB and probably not as well suited for enterprise. You will probably be using paid tools in an enterprise environment, and the free ones will not be useful. I think the reviews and comments can apply to all, though, depending on the need and/or situation.

No photo available
Score 6 out of 10
Vetted Review
Verified User
Review Source

DiscoverOrg is okay but generally seems like the information is either incorrect or out of date. We used it to try and bracket companies by size for territory purposes and it often created more problems than solutions as Discover would provide one figure for a company but public documents might p...

No photo available
December 11, 2018

Spiceworks is Awesome

Score 10 out of 10
Vetted Review
Verified User
Review Source

Spiceworks is a great help desk software, also the network monitor has been extremely useful to me. The community of people has answered many questions and helped to guide me through new processes. I like the remote software that they partner with also. All around this is a go-to software for me,...

No photo available
December 07, 2018

Spiceworks, Quick!

Score 8 out of 10
Vetted Review
Verified User
Review Source

The tool is providing lots of details about our environment. It's being used by the IT department, but it helps the entire organization. It solves problems as hardware Inventory, management details of the devices, and environment mapping, and lots of reports, like license tracking, for example, o...

No photo available
November 23, 2018

TOPdesk review

Score 9 out of 10
Vetted Review
Verified User
Review Source

We use TOPdesk for streamlining our service management to our internal customers. The IT and Facility teams use TOPdesk primarily for incident and change management. With TOPdesk we can help our customers in an efficient manner and find trends within the issues they are having. Known solutions ar...

No photo available
Score 7 out of 10
Vetted Review
Verified User
Review Source

We use TOPdesk for Incident Management. And it is well suited for this task. Though it is important that the whole team uses the tool in the same way, to keep all incidents in the tooling. But the ability in TOPdesk to pick up mail makes it easy if a co-worker mails outside of the tool. Add the t...

No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

It is well suited for service ticket management and the auto-assignment of tickets for faster resolution of tickets. If you need a lot of customization, this is not the product.

No photo available
Score 6 out of 10
Vetted Review
Verified User
Review Source

Works great for sorting by order of attribute, simple ticket resolution, assigning tickets to different staff members, and setting up and configuring the tool to meet your companies needs. Not the best for project management, robust reporting, or companies looking for an intuitive user-friendly i...

No photo available
Score 5 out of 10
Vetted Review
Verified User
Review Source

It is used campus wide. We use it mainly to manage/tracking technology and physical facilities incidents and delegation of work..

No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

It may be more effective for smaller companies to pursue less costly solutions which may not have all of the features, but they still provide the basic functionality. If your company requires multiple levels of access, then it is simple to assign different roles depending on the needs of the indi...

No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source

TOPdesk enables us to provide our customers an efficient and easy way to report and communicate about incidents. Our IT support staff can manage incidents and retrieve all information with TOPdesk and keep the end-customer informed about progress.