Artificial Intelligence Applications in IT Service Management Reviews and Ratings

Overall, we are very pleased with our purchase of Moveworks products. We were looking for an AI chatbot before it became a mainstream technology. We chose Moveworks because we needed a solution that didn't require us to hire a large number of support and development staff. Moveworks provided exceptional experience from our initial discussions around our interests through implementation and post-implementation support. The team has been patient and courteous in every interaction. Their expertise and professionalism were evident throughout the entire process. The level of dedicated support they provide to make the investment as beneficial as possible is beyond what other companies we work with deliver. As part of your post-implementation support, you are assigned a dedicated Customer Success Manager and a Customer Engineer. This ensures that your company's initiatives are aligned to what the capabilities that Moveworks has to offer. I highly recommend them to my peers.

The tool took a while to understand but once I did, I found endless customization was possible. Keeping things structured, staying on a timeline, and staying active in the community helped elevate my experience with the tool.

Barista has enabled us to take our virtual agent capabilities to the next level. We used to refer to Barista as a chatbot, but it is far more than that. With Barista, we actually get work done.

We use Freshservice and Freshcaller products. With ease of use and streamlined design it makes our support team more productive than ever. Our customer success team is always around to take our feedback and provide us the best product they can.

Easy to implement and use service management suite, which comes with great low code capabilities to optimize and automate the processes. SMAX enables us to build up a truly exceptional user experience in service & support with an outstanding service portal.

NowAssist for ITSM has been the easiest product to implement and we saw a great ROI immediately after turning it on in production. Our agents love it and thanks to NowAssist our agents are more efficient ang now have the time needed to troubleshoot and learn the things that matter,

We've had an excellent experience using Jira Service Management. The Atlassian Intelligence tooling has particularly been a success for our team

The experience of using Leena AI over the last 1+ year has been great. The self-service capability of an average frontline worker is the most powerful thing and the ability to use it through multiple channels is what makes it stick with them. Tickets have been resolved significantly through self-service and when unanswered, go to the right group through intelligent ticket routing through a centralized ticketing system within Leena AI. At the end of the day, the user experience improves significantly. It is also integrated with our ITSM and knowledge management systems and other applications making it a one stop shop for our employees to get answers to their questions.

I've worked with various employees of SysAid from our Account Rep, their marketing director, product managers and support. Each employee has been helpful in making sure that our use of the product is working well for our needs.

Ivanti is very capable but complex to administer. Its evolved over many years and has a great deal of legacy code in the system. This can make it cumbersome to develop forwards. Ivanti are clearly making strides to integrate Generative AI into their products which is great, but there are some legacy improvements which they really need to finalise.

Avaamo has been a quick service provider, we have achieved 50 use cases delivery over a period of one year