IT Service Management Platforms Reviews and Ratings

Service now has improved every aspect of our IT environment. The Dashboard interface while at times can look complex, works and the ticket creation interface can be customized quickly and it is a powerhouse to work with. The integration with other systems to allow ticket creation makes the process streamlined and efficient for technical support, systems and security teams.

The overall experience is very good and easy to understand and configure. Just a few clicks and done. ITSM uses a common data model , which makes the usability and tracking for records make it easy.

Have been using the application for more than 10 years and the features and functionalities are amazing for the price paid. Each major version introduce very useful features and the flexibility of the customization makes it a better choice against other competiting solution

Almost the entire organization is using TOPdesk. It gives us an overview of the quality of the provided support and accelerates some of our processes including the delivery of hardware in combination with a touchscreen to digitally sign or a QR code as a service solution for coffee machines in-house from an external supplier. Thanks to the application and its options, we were able to speed up the process so that there is now no effort on the part of our organization in the case of a malfunction. The modules are easy to use and there are many coupling options such as XML. Currently, we use almost all TOPdesk modules and handle about 160,000 client contact moments at our support desks every year.

In working with a vendor, we appreciate someone who is willing to listen and open to our input, takes our issues serious, and works to collaborate with our organization on solutions to problems. SAI does all of these things.

Made IT Service Desk management a breeze to create and manage user tickets. Completely cloud based so there is no backup requirement from on premises which makes it even better.

Cherwell Service Management has proven to be an efficient platform for our organisation. It provide us with enhanced service management capabilities with multiple customisation options and automation features to reduce our efforts into managing the platform and saving our time.

Freshservice is a modern, easy-to-use ITSM platform that takes away the traditional clunky experience we historically had with some older ITSM platforms. The platform makes IT internal ticketing and processes super simple. The UI is also super simple with all the relevant features making even a non-technical staff traverse through it easily to do what they want. It also empowered us with detailed insights on our performance ensuring adequate staff planning to handle the load and provided us a few automation ideas for RCAs.

SysAid has been a great partner with our business. We use SysAid for our Helpdesk, Asset Tracking, and Self-Service Portal.

I have used BMC remedy for two years at my previous job. Raising, maintaining and handling incidents on remedy is so smooth. However, I would give 3/5 for the designing.

Overall, we've been very pleased with Ivanti Service Manager. We spent 6 months on building, testing, and training the administrators. Launch day was very smooth with few to little hiccups. The product has allowed us to run processes more efficiently via automating many standard requests. We've also slowly rolled out additional, custom built workspaces that are allowing us to further enhance the customer experience and provide a more efficient work environment for our staff.

EasyVista is very customisable and has a much lower price point than toolsets which might be harder to get a return on investment from. However, it also requires a lot of set up and out of the box needed a lot of configuration to get it to a workable state. The delivery team at EasyVista were excellent. Early on we had a few hiccups and a couple of poor experiences with training but EasyVista quickly rectified it and went the extra mile to look after us - it's clear customer success is a strong priority for them. If you have lower IT Maturity, but are willing to dedicate time and effort to improving it, EasyVista is likely to be a strong contender as it is lower cost and your processes can be standardised and implemented as they are built out in EasyVista. Compared to more expensive toolsets, more will have to be built from scratch in terms of reporting and data you want to see, and it can be quite fiddly to set up reports, but it's a flexible tool overall and can be configured as long as you spend a bit of time with it and aren't afraid to think outside the box sometimes. EV also lends itself to Enterprise Service Management, allowing you to extend your use beyond IT if needed. We've been able to offer solutions to multiple stakeholders. Equipment (Hardware Asset Management) is a strong suit for EasyVista, with well thought-out lifecycles. Integration for things like SCCM wasn't overly complicated, but did need to be done with thought. With Service Manager alone, application/software asset management won't be easy and a lot of work, though I can't comment on how well their other solutions cater to this need. Self Service seems to have gone very well and saved a lot of time for our Service Desk. Overall we're fairly happy with the decision to go with EV.

The implementation passed smoothly. The tool is intuitive for specialists as well as for end users, truly Service oriented (not only IT Services but Business Services are supported). State of the art technology is in the background of the product. All ITIL processes are available out of the box. The most important for us is excellent Configuration Management because it helps us to fulfill some regulatory requests.

It is a very good ticketing tool that I found to be simple and user friendly, easy to customise as well for both helpdesk consultant and end-users

I have worked with numerous employees at TeamDynamix over the last decade and have had consistently positive results and experiences. I have never had a vendor so responsive to feedback and requests for enhancements. They are very active with their user community and regularly solicit feedback and suggestions. The software is remarkably stable. It just works. Day after day without downtime. We had one issue when first going live due to our own misconfiguration talking to Active Directory. We have had a couple issues doing upgrades on premises, but TD support was able to get us through any hurdles. TeamDynamix has allowed us to grow tremendously in PPM, service management, and especially in the successful adoption of a robust internal and external knowledge base. Overall, I am remarkably pleased with the software and the company.

From start to end the product is very well thought out and updated to an almost crazy level. The team is super dedicated and always making improvements to the software. I ran into issues setting up SSO and their support quickly jumped on a call with me and fixed everything even though it was not related to their product. The product manager has held several meetings with me and helped me get up and running and my IT staff love the application. It is really built from the end user and agent perspective, everything is so intuitive and just works

Its wonderful experience to use the Helix with Modern features: For the IT helpdesk team, Remedy offers a clean dashboard with a Streamline task feature for workload management. User also reported that BMC provide top notch support.

Incident and change management solutions are well defined in the system. The product comes with preset which can be customized with minimal efforts. API offers data input from external sources which can be used to define the initial set up. IT service management modules are conceptualized based on ITIL and provide a large degree of agility. SLA/OLA tracking is in-built; only time threshold settings are required.

we implemented Microsoft sevice manager in our oragnization from 2014,we depend on it to apply ITIL Frame work in our company , we used all modules(Incident,service request,problem mangement,release mangement & change management). More than 1000 analyst in different Departments (Aftersales,IT,HR,Operation,Development) are working on it to handle internal business workflow . also we customized Incident & Service request Modules to enable it to be used as Ticketing System for our Call Center Department

My overall experience with the tool has been very satisfactory, because it has helped me both to review my team's SLA and to report to my management and mange my asset inventory in a better way, reporting with personalized reports. I would also highlight that it has a very good automatic assignment for my incidents and requirements.