IT Service Management Platforms

Artificial Intelligence Applications in IT Service Management (Transitioning to AI Applications in IT Service Management)

Gartner defines IT service management (ITSM) platforms as software that offers cohesive workflow management and automation for organizations to plan, deliver, support and improve integrated IT services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, ITSM platforms are also available for on-premises deployments as per organizational needs.
ITSM platforms are key tools used to manage IT support issues and aid employee productivity. IT leaders require robust ITSM platforms to drive business value in the services they provide, and are increasingly looking for these products to support digital business transformation outside IT. By capturing, tracking and reporting on service-related activities across the estate, the platform acts as a coherent system of record for ITSM-related actions. ITSM platforms boost infrastructure and operations (I&O) teams’ efficiency through automating processes, streamlining decision making and providing seamless integration with third-party applications. As organizational needs grow, advanced multichannel support features enhance the end-user experience, helping IT services remain agile and aligned with business goals.

ServiceNow IT Service Management

ServiceNow

ServiceDesk Plus

ManageEngine

TOPdesk

SolarWinds Service Desk

SolarWinds

SymphonyAI IT Service Management

SymphonyAI

Jira Service Management

Atlassian

Freshservice

Freshworks

SysAid

EV Service Manager

EasyVista

TeamDynamix ITSM

TeamDynamix

Ivanti Neurons for ITSM

Ivanti

InvGate Service Management

InvGate

Xurrent

BMC Helix ITSM

BMC Helix

assyst

HaloITSM

Halo

System Center Service Manager

Microsoft

Proactivanet

USU IT Service Management

OpenText Service Management (SMAX)

OpenText

CA Service Management

Broadcom

Alemba Service Manager

Alemba

ChangeGear

Serviceaide

OTRS

Matrix42 IT Service Management

Matrix42

Track-It!

IBM Control Desk

CITSmart

Central IT

Issuetrak

iSupport

iSupport Software

ServicePRO

Help Desk Technology

Atera

Infraon Desk

EverestIMS Technologies

ServiceNow Express (Legacy)

Motadata ServiceOps

Mindarray Systems

Alloy Navigator

Alloy Software

ServiceAide Intelligent Service Management

4biz Oxygen Service Management

Run2biz

POB (Point of Business)

Vivantio

Omnitracker IT Service Management Center

OMNINET

Hornbill for ITSM

Hornbill

Efecte ITSM

Efecte

Vision Helpdesk Service Desk

Vision Helpdesk

Service Desk (Legacy)

HCL BigFix Service Management

HCLTech (HCLSoftware)

GLPI Network Cloud

Teclib

Infraon Infinity

Infraon

Marval Service Management

Marval Software

Aranda Service Management

Aranda Software

Atomicwork

Mint Service Desk

OPGK Rzeszow

Wolken ITSM

Wolken Software

DATA AND ANALYTICS MANAGER

Good tool to open and manage tickets, however, there can be improvements to progress tracking.

VP, IT Services

My employees who support this product state issues getting good direct technical support from this vendor.  I have felt that the renewal negotiations did not go well with this vendor.  

MANAGER

Not enough interaction with the user. Tickets can be closed immediately.

Overall servicenow is a good platform, but it's clunky and a bit expensive which causes and issue with expanding to other areas of the business.

DOCUMENT IMAGING SPECIALIST

The interface is not user friendly and the program is difficult to navigate. 

UNDERWRITER

Good central spot for information
Notifications are easy to find


Director of IT

pricing structure is too volatile and needs to listen to customer more

IT Director

One of the most terrible IT product I have used. Everyone is suffering using it or configuring it.

IT ASSOCIATE

This is for IT service management. Based on the requested software /access will be provided.
It provides enterprise solutions and integrates with other systems. Major concern, just like other it takes time to learn

INFORMATION SECURITY ENGINEER

Centralised ticketing platform for organisations. The Service Portal is user friendly but the admin page is not so friendly. 

Chief Technology Officer

I have had an overwhelmingly positive experience with ServiceNow, having used it almost continuously across various organizations. We primarily utilize it as an ITSM tool for managing all aspects of ticketing, both internal and external customer tickets. It is integral to our product development processes, easing all our agile workflows and project management needs, despite some agile project execution also happening on Jira for specific parts. My experiences involved tools which were popular at the time, but ServiceNow quickly displaced it in the market due to its inherent strengths. It offers remarkable flexibility, enabling the creation of diverse reports such as incident reports and release management reports. It supports various project management methodologies, with agile capabilities added later. Essential ITSM modules like project management, incident management, change management, and release management are effectively handled within the platform. An advantage is the ease of use and the speed of its web-based interface, which I have found to be very fast with no lack. The reporting functionality is strong, offering robust filters that allow users to slice & dice data to generate comprehensive reports for both personal use and management presentations. ServiceNow also provides many templates, which significantly streamline setup by eliminating the need to configure the entire system from scratch. The customization capabilities are a significant differentiator, allowing the product to be tailored to a very high degree, essentially becoming "kind of your own tool". For example, when implementing scrum within an agile methodology, ServiceNow enables users to design their own workflows, from backlog management to story selection, rather than being confined to rigid, standard frameworks provided by other tools. For our organization, it is beneficial and easy to maintain. I believe it is the best ITSM tool currently available in the market. 

SENIOR CYBERSECURITY ENGINEER

Our experience adopting ServiceNow for IT Service Management has been a journey of transformation. It has taken us from a collection of siloed processes and disconnected spreadsheets into a single, unified platform for managing all of our IT operations. It is, without a doubt, the most comprehensive and powerful ITSM solution on the market. The platform has enforced a level of process maturity and accountability that was impossible before. However, this power comes at a cost, not just in licensing, but in the significant resources and specialized skills required to implement and maintain it properly.

Senior Software Developer

I use ServiceNow IT Service Management together with my colleagues to manage our IT service processes and we have had a successful experience. ServiceNow IT Service Management has helped us to streamline our digital work experience by making it easy for us to identify and resolve incidents and issues in our IT systems that might cause distributions on our work delivery.

HEAD OF IT

we have truly been bought into the servicenow platform for a number of years and are really reaping the benefits now. Through automation alone we have saved 1.5 FTE of service desk time automating routine tasks such as password resets, software provision, access management, asset management and ticket assignments. we successfully rolled SNOW out to tech, finance, facilities and travel delivering efficiencies across all of those directorates.

IT Associate

The platform is generally more  responsive and frictionless than other platforms I have used.  At its core, it allows me to do my job effectively without being over burdened by  dealing with a complex ticketing system.  

Director of IT Services

Service now Account team is very responsive and collaborative for any product related questions.

ServiceNow's ITSM module is a solid product that works well with an ITIL focused Service Desk with mature process built in with ample configuration capabilities. 

SENIOR SERVICE DESK ENGINEER, VP

I have worked in this environment for more than 10 years, and we just moved to a new version that is more modern and powerful. I like how we can manage requests in different ways and the possibility to completely personalise our workspace. 

Sr. Cloud engineer

overall experience has been positive. The platform is robust and flexible, allowing for a wide range of ITSM functionalities - from incident and change management to request fulfilment and CMDB integration.  

DIRECTOR - GLOBAL DEMAND PLANNING AND IB

ServiceNow ITSM is a powerful and incredible tool in the market that helps us to grow and organize the ITSM efficiently. It is highly user-friendly and I like how it helps in simplifying processes and improving workflow automation. The integration of AI capabilities makes it much better. 

IT Support Specialist

Good ITSM platform, but pretty simple; too simple for what our organization needed.

SENIOR ASSOCIATE SOFTWARE DEVELOPER

SolarWinds allow us to create custom workflow , automated processes integrated with others tool. its a comprehensive solution for services in the organization. 

QA LEAD

SolarWinds service desk is one of the assets management and IT service monitoring tool .It gives support for user-friendly and comprehensive ticketing system.

Senior Analyst

Solar winds service desk provides ability to integrate with service now ticketing system. It also provides multiple features like Asset management, Incident management, service desk. It also provides us the Single sign on(SSO) feature which is very useful in our organization. It is very easy to use and learn for non-tech users as well. 

Software Consultant

Its a cloud based fully integrated service desk. many employees are using this tool for finding some appropriate solution and also gives personal communication facility between staff members. Solar Winds help desk solves many of the technical issues.

Senior Engineer

SolarWinds is like 24/7 help support for our internal affairs , we can log any issue regarding hardware , software , environment and it gets tackled by respective team . All the tickets are queued as first come first serve service based and managed by Admin team and It team as per requirement. it has made our office life easy .

Business Systems Analyst

This application have helped us most with implementing the Service Desk module, while building out the CMDB to include configuration items like applications, business capabilities, process flows and support documentation. The CMDB allows you to build relationships between all these elements which supports our business architect initiative. The application does have a lot of capabilities but the UI can be cumbersome and it can be difficult to update configurations and documentation.

Sr. IT Service Delivery Analyst

I have mixed feelings about the Solar winds Service desk
On one hand, it provides a complete problem & incident management, Asset management experience but on other hand, it feels so complicated and complex to get around.

Module Lead

SolarWinds Service Desk tool provides good monitoring and activity tracking of cloud based applications.The data can be further process and analyze for which helps the company to grow and improve their decision making.It is rich in features to track and troubleshoot the security threats and helps in fixing them.

Sr Analyst

My overall experience was average using this product. Its great in ticketing system, addressing to the user requirements. With the powerful automation and usage of API, it gives strong connection to the users and controls various processes with limitations of  a bit confusing reporting

Network Analyst

My experience with SolarWinds Service Desk has been smooth. It brings structure to our IT operations and helps the team stay on top of issues without getting overwhelmed. The ability to track, prioritize and resolve requests all in one system has made a big difference even though there are a few areas that could be improved like setup complexity but the platform continues to support our workflow and keep things moving efficiently. Its a practical tool that fits well into our day-to-day work.

VP, Operations

Overall, good. Minor set-up challenges and workflows used internally and for customers.

IT MANAGER

Solar winds service desk is a solid IT service management solution with user friendly interface and strong automation capabilities    

Customer Service & Support Associate

My overall experience is positive, more customization options in reports. 

IT Infrastructure Manager

As we used this product in past 2 year and it's working very well end to end visibility of your network including wireless devices.

IT SECURITY & RISK MANAGEMENT ASSOCIATE

Overall it is a good ITSM for the fact that it keeps things straight and simple. The organization's efficiency is affected positively for resolving IT problems. We have created customized portals for various problems that cater to our business specific and regional needs.

Solarwinds monitoring tool is truly exceptional for network infrastructure monitoring.  

it manager

best ITOM tool in market mainly for network real time monitoring

It Support Specialist

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.

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.

ServiceNow IT Service Management vs SolarWinds Service Desk

ServiceNow IT Service Management

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SolarWinds Service Desk

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