IT Service Management (ITSM)

Last updated: December 2022

Compare different IT Service Management software solutions, explore our in-depth reviews & informative articles, and choose the right solution for you.

Add to compare
Price
  • Standard: $10 /mo /technician
  • Professional: $21 /mo /technician
  • Enterprise: $50 /mo /technician
Price
  • Help Desk: $3600 /year , 30-day FREE trial
  • ITSM: $7500 /year , 30-day FREE trial
  • ITSM+: $11,500 /year , 30-day FREE trial
Pros
  • Ticket logging for end users, so they're able to see the progress on their help requests.
  • Built-in approval system for tickets which lets you move tickets along quickly.
  • Very robust feature set, and quick support.
  • Extremely easy to use, and very intuitive user interface, plus flexibilty of customisation.
Pros
  • Highly customizable to fit a company's needs
  • Great asset visualization and network detection
  • Ease of integration to other services such as Slack and MS Teams
  • Option for either cloud or on-premise deployment
Cons
  • Support operates in India Standard Time.
  • Design can be a bit ugly; windows not sizing correctly, incorrect English, HTML breaking preview windows etc.
  • The mobile app is rather confusing; not intuitive.
  • The interface sometimes hangs when trying to add time.
Cons
  • It can be difficult to create customized reports
  • Learning curve for admins to configure templates
  • Feature requests can be expensive
General Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
General Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Incident Management
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Problem Management
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Change Management
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Request Management
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Reporting
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Help & Support
24/7 Help & Support
Phone Support
Live Online Chat
Video Tutorials
FAQ
Blog
Help & Support
24/7 Help & Support
Phone Support
Live Online Chat
Video Tutorials
FAQ
Blog