Microsoft Reviews, Ratings & Features 2026 | Gartner Peer Insights

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.

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Find the top IT Service Management Platforms with Gartner. Compare and filter by verified product reviews and choose the software that’s right for your organization.

IT Service Management Platforms

System Center Service Manager

Microsoft

SENIOR MECHANICAL ENGINEER

Service Manager provides a pretty deep level of integration with the rest of the System Center suite, which makes it a powerful tool for organizations heavily invested in Microsoft. However, the interface feels dated compared to modern SaaS alternatives, and the learning curve for advanced customization can be steep.

<50M USD

50M - 250M USD

1B - 3B USD

250M - 500M USD

500M - 1B USD

Gov't/PS/ED <5,000 Employees

Gov't/PS/ED 5,000 - 50,000 Employees

3B - 10B USD

30B + USD

10B - 30B USD

Director Of It

This product is lacking and barely receives updates. You need third-party tools to make it really functional

It Associate

My overall experience with Microsoft System Center Service Manager has been very positive because it provides a structured and reliable way to manage incidents, requests and workflows. It's a stable platform that brings consistency to IT operations, even if some features require careful configuration.

Other...

ServiceNow

SolarWinds

Zendesk

ManageEngine

Broadcom

Atlassian

Ivanti

Entry Software

iSupport Software

HaloITSM

Hewlett Packard Enterprise (HPE)

Spiceworks

SysAid

Axios Systems

EasyVista

Freshworks

Help Desk Technology

TeamViewer (1E)

BMC Helix

ITinvolve

Xurrent

TOPdesk

SymphonyAI

Alloy Software

Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft is dedicated to advancing human and organizational achievement.

Microsoft Security helps protect people and data against cyberthreats to give peace of mind.


Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. 

Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Reliable IT service management platform with strong integration and solid automation.

Critical Review

Product Inclusion in Licensing Overshadowed by Lack of Robust Modern Features

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