IT Service Management Platforms Reviews and Ratings

It provides the ease of doing administrative tasks from the backend. We initially had an on-premises subscription, but later opted for a cloud subscription. They have a wonderful and experienced support team who are very patient and eager to help. Regarding the product, its ease of deployment and multiple options to control and automate the task execution. Once configured, forget. We are now in the process of on-boarding and off-boarding with the least human intervention, everything is 99% automated.

SolarWinds Service Desk has provided our IT Team with a better workflow, more efficiency in solving staff's IT needs, and a more user friendly platform for the end user. It is an excellent platform for asset management as well. We are able to easily track our devices and who they are deployed to, as well as track tickets that are connected to particular devices.

From what I have seen so far, it seems like ManageEngine ServiceDesk Plus is absolutely great. It has helped us in managing IT service requests, incidents and changes effectively.

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.

I am very happy with the product overall. I really like the ticketing module. The separation from incidents and requests is good too.

We use JIRA Service Management as our primary ticketing tool to manage all incidents, service requests and development tickets across the organization. All Users are extensively using JIRA SM to report their issues and centralize support team managing and addressing all these issues by tracking with JIRA board and performing communication from the tool itself. JIRA SM allows teams to manage all tickets and issues centrally and record the process within the tool itself. With JIRA flexible workflows and effective reporting features, it allows technicians and users to keep their progress up-to-date and its SAAS-based model helps to access tools from any platform and connections. JIRA helps us build a centralized team to support, track and close all activities on time and also create KB for all cases, Manage RCA for MIM and problem management for repeated tickets. it helps us to enhance 40% more productivity in comparison to the last deployed applications.

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.

My overall experience with freshservice has been largely positive. The platform stands out for its intuitive user interface, making it easy for non-technical users to navigate. Automation features are a real time saver, reducing manual tasks and allowing the IT team to focus on more critical issues. User Friendly interface, Automation & AI capability, asset management, and self-service portals are the best part of fresh services.

Honestly speaking, SysAid is one of the most affordable and high standard ITSM web applications which is really serving our company well especially because we are a very large corporation with over 4000 employees with its flexibility in terms of customization, we have managed to tailor SysAid to our companies' levels of operation.

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.

One of the easiest back office interface I have seen in years, makes enrolling new agents a breeeze. Highly (and easily) customizable, so much so that we are able to delegate tasks to non IT personnel.

fast response knowledgeable support, product allows much flexibility for many use cases

4me makes it very easy for the end user to easily follow their problem or question from a to z. The same goes for the agents working in the backend. They can easily track their work and also create the necessary dashboards to chart trends.

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

The training and support from Miles, our assigned engineer, was top notch. Our go live date was very successful with only minimal adjustments needed. The support on day of go live and after is very responsive and helpful.

The sales demo process was easy to schedule and our sales rep patiently answered all of our questions. Contracting and negotiations were likewise very easy to navigate. The implementation process for InvGate was very smooth and easy. They have a project tracker tool they use which spells out each implementation step based upon your customized requirements, and each step has documentation and/or videos incorporated so that your admin staff has everything they need to get moving. We were live on time, on budget, and drama-free in no time. We were even able to use some of our implementation hours to be trained on other (out of scope for go-live) modules that we intend to utilize later on. Overall, the entire journey with evaluating, negotiating, and implementing with InvGate has been very positive. I highly recommend this product and their organization.

Functionality and flexibility have enabled us to meet all internal and external requirements, manage all aspects of business process with a good looking and easy to use front end

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

I have been using it for a short time, but I have been able to appreciate that it is a robust and scalable tool, and that it has many functionalities for the management of assets and IT services. In general, IT is a tool that meets the needs of our business.