ServiceDesk Plus Alternatives

4.4(1214 Ratings)

Considering alternatives to ServiceDesk Plus? See what this market ServiceDesk Plus users also considered in their purchasing decision. When evaluating different solutions, potential buyers compare competencies in categories such as evaluation and contracting, integration and deployment, service and support, and specific product capabilities.

Check out real reviews verified by Gartner to see how ServiceDesk Plus compares to its competitors and find the best software or service for your organization.

Reviewed in Last 12 Months

How Alternatives Are Selected

1. ServiceNow IT Service Management

4.3

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. Read all insights and reviews for ServiceNow IT Service Management

Where ServiceDesk Plus Scored Higher

Easier to integrate and deploy
Better evaluation and contracting

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2. TOPdesk

4.5

When we have a problem, the company quickly responds to our questions. I like the software / dashboard and like the interface used Read all insights and reviews for TOPdesk

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3. SolarWinds Service Desk

4.3

Overall, my experience with SolarWinds Service Desk has been positive. The platform is easy to adopt, especially for teams that want to get up and running quickly without heavy customization. Core ITSM practices, like Incident, Service Request and Change Management work very well for users.Read all insights and reviews for SolarWinds Service Desk

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4. Jira Service Management

4.4

My experience with Jira Service Management has been largely positive thanks to its impressive balance of high-level ease of use and modern UI. For organizations like mine that are already deeply embedded in the Atlassian ecosystem, the native integration between JSM and Jira Software is a significant force multiplier, creating a seamless flow of information between IT Operations and Development. This unified environment has made it much easier for teams to work together on solving problems and improve the ticket-raising experience for our end-users, making it an excellent choice for teams seeking a high-velocity ITSM solution. However, the platform becomes increasingly inflexible at a granular level, significantly regarding the "Team" field, which represents a significant reporting gap that makes extracting team-level performance metrics unnecessarily difficult. Read all insights and reviews for Jira Service Management

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5. SymphonyAI IT Service Management

4.4

SymphonyAI team is reachable when required and clarifies the concerns.Read all insights and reviews for SymphonyAI IT Service Management

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6. Cherwell Service Management (Legacy)

4.3

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.Read all insights and reviews for Cherwell Service Management (Legacy)

Where ServiceDesk Plus Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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7. Freshservice

4.3

Freshservice is extremely impressive for teams not wanting to worry about a ton of administrative problems with their ESM tool. Agents that aren't administrators find it really easy to start picking up tickets. As an admin I find it really easy to build a workflow to be able to achieve the type of automation for these tickets we need. I also like how I can customize almost every part of the design of the Freshservice Portal for end users. Being able to configure designs and features for end users or agents without being a developer is something that I think a lot of the major players miss on. Given that I think if you are looking to create the best experience for all involved, Freshservice is definitely second to none. Where they come up short on that, other tools that are doing really well is the conversational chat bots and leveraging their workflow tools to be able to do more custom automations that a lot of IT ops teams are looking for these days. It really is not the biggest need for our team though so we are happy nonetheless with their tool Read all insights and reviews for Freshservice

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8. SysAid

4.5

My overall experience has been very positive. As the only IT person at a small School, I needed something simple, reliable and not overloaded with enterprise feutures. SysAid fits well, and it has made ticketing and asset management much easier to handle on my own.Read all insights and reviews for SysAid

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