The 14 Best ITSM Solutions for April 2024 - Buyer's Guide
The 2024 Buyer's Guide by Giva, a veteran in IT Service Management (ITSM) since 1999, provides a comprehensive overview of the top ITSM solutions, including key factors to consider like price, vendor pros and cons, and independent customer reviews. The guide also highlights the top 10 must-have features of ITSM software.
Giva Inc., founded in 1999, has become an authority in IT Service Management (ITSM) through extensive direct customer interaction and a deep understanding of the ITSM landscape, which includes developing our own software. Giva’s expertise also stems from managing millions of incidents, problems, and requests for change (RFCs), enabling us to grasp the complex and diverse needs of the ITSM sector, making Giva a respected and authoritative voice in the ITSM industry.
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The 14 Best ITSM Solutions for April 2024 - Buyer's Guide
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Giva
Known for its remarkably user-friendly design, robust automation/customization, excellent reporting, outstanding customer service, and a focus on healthcare and other high-security-minded customers.
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ServiceNow
A comprehensive ITSM tool suitable for large enterprises, offering strong automation and customization options.
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BMC Helix (formerly Remedy)
A robust ITSM solution that offers cloud and on-premise deployment options.
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Ivanti
A comprehensive ITSM solution known for its versatile suite of tools that includes patch management and security features, facilitating efficient IT asset management and endpoint security.
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Cherwell IT Service Management
Recognized for its codeless configuration and flexible deployment options.
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Jira Service Management by Atlassian
Known for its project tracking and agile features, it integrates well with other Atlassian tools.
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ManageEngine ServiceDesk Plus
An ITIL-ready tool with integrated project management and asset management features.
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Freshservice
A part of the Freshworks suite, known for its strong brand recognition and good feature set at a competitive price.
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EasyVista
Renowned for its self-service and automation capabilities, EasyVista is designed to help streamline and simplify ITSM processes.
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Micro Focus OpenText™ SMAX
A robust ITSM solution notable for its machine learning and analytics capabilities designed to manage and deliver efficient services.
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IFS Assyst Enterprise Service Management
Known for its comprehensive suite of ITSM tools, offering flexibility in deployment and robust service desk operations.
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SysAid
An ITSM tool that provides a variety of features, including IT asset management.
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SolarWinds Service Desk (formerly Samanage)
Renowned for its good set of features for ticketing and asset management.
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InvGate Service Desk
Known for its strong features and user-friendly interface, particularly in incident and problem management.
| Vendor | Giva | ServiceNow | BMC Helix (formerly Remedy) | Ivanti | Cherwell IT Service Management | Jira Service Management by Atlassian | ManageEngine ServiceDesk Plus | Freshservice | Easy Vista | Micro Focus OpenText SMAX | IFS Assyst Enterprise Service Management | SysAid | SolarWinds Service Desk (formerly Samanage) | InvGate Service Desk |
| Overall Rating* | 4.89 | 4.46 | 4.1 | 3.77 | 4.35 | 4.44 | 4.38 | 4.5 | 3.25 | No Reviews | No Reviews | 4.52 | 4.58 | 4.65 |
| Ease of Use* | 5 | 4 | 3.5 | 3.5 | 4 | 4 | 4 | 4.5 | 3 | 4.5 | 4.5 | 4.5 | ||
| Customer Support* | 5 | 4.5 | 4 | 4 | 4.5 | 4.5 | 4 | 4.5 | 3.5 | 4.5 | 4.5 | 4.5 | ||
| Value for Money* | 5 | 4 | 4 | 4 | 4.5 | 4.5 | 4 | 4.5 | 3.5 | 4.5 | 4.5 | 4.5 | ||
| Functionality* | 4.5 | 4.5 | 4 | 3.5 | 4.5 | 4.5 | 4.5 | 4.5 | 3.5 | 4.5 | 4.5 | 4.5 | ||
| Security vulnerabilities & breaches reported by US Government as of November 2023 | None | 17 Security Events | 17 Security Events | 74 Security Events | 4 Security Events | 32 Security Events | 63 Security Events | 2 Security Events | 6 Security Events | 1 Security Event | 1 Security Event | 34 Security Events | 164 Security Events | Check Here |
| Location of R&D | USA | Majority India | Majority India | Majority India | Majority India | Majority India | Majority India | India | France | NA | Sweden | Israel | USA & Europe | Argentina |
| Location of Customer Support | USA | Majority outside USA | Majority outside USA | Majority India | Majority India | Majority India | Majority India | India | France | NA | Sweden | Israel | USA & Europe | Argentina |
| Location of Company Headquarters | USA | USA | USA | USA | USA | Australia | India | India | France | Canada | Sweden | Israel | USA | Argentina |
*Scale From 1 to 5 & Source Software Advice
Giva
Giva provides an impressive and highly efficient IT Service Management (ITSM) solution, designed with a primary focus on enhancing IT service delivery processes within organizations. Its cloud-based application is loaded with features that contribute to its very high popularity among healthcare and other high security minded organizations such as banks and financial firms, law firms and higher education.
Giva Pros
- Simplified User Interface: One of the hallmarks of Giva's platform is its remarkably user-friendly design. Giva is widely appreciated for its intuitive, aesthetically pleasing, and ease-of-navigation. This significantly reduces the learning curve and encourages faster and wider adoption among team members. Giva has been cleverly designed with a minimalist, clean look that aids in effortless navigation and usage, resulting in increased productivity and operational efficiency. Giva can be deployed in just days.
- Comprehensive Feature Set: Giva's ITSM offers a full suite of exceptional features encompassing service desk management, service level management, incident management, problem management, change enablement/management, knowledge management, configuration management (CMDB), continual improvement and service catalog. These features fully support the intricate ITSM lifecycle, making it a one-stop solution for IT service management needs to support an end-to-end ITSM lifecycle. Giva also has some exciting artificial intelligence (AI) capability in beta.
- Exceptional Customizability: The application is highly customizable without programming or consultants and users can fine-tune the interface and dashboards to match individual preferences and specific business requirements. This degree of customization boosts usability and ensures seamless alignment with an organization's unique workflows.
- Advanced Reporting: Giva has excellent reporting and analytics capabilities, making it a standout among competitors. Users can create, save, share and schedule an extensive array of customizable reports, facilitating the tracking of KPIs, real-time analytics, and other performance metrics — an essential attribute for strategic IT planning and informed decision-making.
- Stellar Customer Support: Giva is known for its exceptional customer service. Users often praise the support team's responsiveness and ability to quickly answer “How To” questions and resolve issues. The support team's ability to swiftly respond to and resolve user queries has been lauded by many customers, enhancing overall user satisfaction.
- Security and Compliance: Prioritizing data security, Giva's platform is HIPAA compliant, establishing it as a reliable choice for healthcare organizations and other businesses with strict data protection requirements. Giva takes data security seriously. It employs robust security measures, including encryption, intrusion detection systems, specialized hardware-based firewalls, and routine security and SSAE 18 SCO 2 Type 2 compliance audits, to protect sensitive data. Due to today’s high threat cyber risk environment, all customers receive full HIPAA compliance and Giva will sign a business associated agreement (BAA) as a standard feature.
- Continuous Improvement & Innovation: Giva's ITSM application demonstrates a clear commitment to continuous improvement and innovation, consistently updating and enhancing its platform using Agile Software development to ensure it meets evolving customer needs. New releases are launched approximately every three weeks. Its dedicated approach to customer satisfaction and unwavering commitment to quality helps many organizations stay ahead in the modern digital landscape.
Giva Cons
- Limited Awareness: Giva has less general market awareness and brand recognition as compared to other brands that enjoy more visibility. This could be due to various factors, such as limited marketing efforts, a niche healthcare and high security target audience, or competition from much larger players in the industry such as ServiceNow, BMC, Freshservice, Atlassian Jira, and ManageEngine.
- Cost: Giva's pricing can be on the higher side compared to other less functional ITSM solutions on the market. Giva is priced competitively with other comparably functional ITSM solutions. The wealth of features, top-notch support, and superior customizability justify the investment, particularly for organizations that prioritize efficient, reliable IT service management.
- Lack of Multilingual Support: As of today, Giva primarily supports an English-speaking customer base. However, all customization menus can be localized in different languages (e.g German, Spanish, etc.) This could be a limitation for organizations operating in non-English speaking regions or with multilingual teams.
- Integration: Giva ITSM integrates well with other Giva products, as well as providing a wide variety of REST APIs that can be used to integrate with any third-party apps. However, due to Giva’s HIPAA compliance and focus on high security/compliance, Giva lacks an ecosystem of preconfigured integrations with popular products such as Google Workspace, Slack, and Microsoft Teams.
Overall, Giva's impressive ITSM solution offers numerous benefits, including a user-friendly design, comprehensive features, customization options, advanced reporting, exceptional customer support, and robust security measures.
Company Ownership: Private company founded in 1999.
Headquarters: USA
R&D & Technical Support: USA
Additional Resources
ServiceNow
ServiceNow is a highly robust IT Service Management (ITSM) suite of tools and technologies that are popular across a wide range of industries. Known for its breadth of features and customization options, ServiceNow can be a great asset for any enterprise sized business with budgets and resources to maintain and support ServiceNow.
ServiceNow Pros
- Comprehensive Functionality: One of ServiceNow's most significant advantages is its wide range of features and modules that go beyond basic ITSM. It encompasses IT operations management, IT business management, security operations, and even HR service delivery. This extensive feature set allows enterprise sized businesses to manage various processes using a single platform.
- Customizability: ServiceNow provides robust customization capabilities. Businesses can tailor the platform to their unique needs, from modifying the user interface to creating very complex workflows.
- Automation Capabilities: ServiceNow shines in its ability to automate routine tasks. It provides intelligent workflows and AI capabilities that can drive efficiency and reduce manual effort.
- Integration: ServiceNow integrates well with a wide variety of third-party systems, making it a versatile tool that can fit seamlessly into existing IT ecosystems.
- Scalability: Given its cloud-based nature and enterprise-oriented features, ServiceNow can scale alongside your business, making it suitable for large organizations and rapid growth scenarios.
- Reliable Vendor: ServiceNow is developed and backed by a reputable company with strong industry presence. This credibility often translates into reliable updates and dedicated support.
ServiceNow Cons
- Complexity: The very flexibility and breadth of ServiceNow can also be a drawback. The platform's complexity can make it daunting, particularly for medium and smaller businesses or users without technical expertise.
- Learning Curve: Tied to its complexity, ServiceNow has a steep learning curve. While it offers extensive capabilities, mastering these capabilities can require significant time and training.
- Cost: ServiceNow can be relatively expensive compared to other ITSM solutions, especially for Medium and smaller businesses. Costs can also add up with additional modules or customization needs.
- Implementation Time: Given its robustness and complexity, implementing ServiceNow can take time. Organizations might need to invest in significant change management efforts to ensure smooth transition and usage.
- Usability: While ServiceNow is powerful, its user interface has been criticized for lacking intuitiveness. Usability improvements could enhance the user experience.
- Dependence on Developers: Due to its complexity and extensive customization capabilities, businesses might find themselves dependent on developers or consultants to manage and tweak their ServiceNow setup.
ServiceNow is a powerful, feature-rich ITSM tool with excellent scalability and customization potential. However, these strengths come with a level of complexity that may pose challenges for medium-sized teams or less technical users.
Company Ownership: Public company (NYSE: NOW).
Headquarters: USA based
R&D: Majority based in India
Technical Support: Majority outside of USA
- Dublin, Ireland
- Staines, England
- Amsterdam, Netherlands
- Hyderabad, India
- Tokyo, Japan
- Sydney, Australia
Additional Resources
Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
BMC Helix (formerly BMC Remedy)
BMC Helix ITSM, formerly known as BMC Remedy, is a comprehensive IT Service Management (ITSM) solution designed for mid-sized to large enterprises. Recognized for its robustness and versatility, BMC Helix offers a range of features to manage and streamline IT services.
BMC Helix Pros
- Feature-Rich: BMC Helix ITSM provides a comprehensive set of features that cover many aspects of ITSM, from incident and problem management to change management, asset management, and more.
- ITIL-Aligned: The platform is fully aligned with ITIL best practices, ensuring a standardized and best-practice approach to ITSM.
- Flexible Deployment Options: BMC Helix offers flexibility in deployment, with options for on-premise, cloud, or a hybrid approach. This allows organizations to choose the model that best suits their IT strategy and requirements.
- Integration Capabilities: BMC Helix integrates with a broad array of third-party applications and platforms. This feature enhances its utility and allows it to fit seamlessly into an existing IT ecosystem.
- AI and Automation Features: The platform provides advanced features like AI service management (AISM) and automation, which can enhance efficiency, reduce manual tasks, and improve service delivery.
- Scalability: BMC Helix is designed to effectively scale with the growth of an organization, making it suitable for both mid-sized businesses and large enterprises.
BMC Helix Cons
- Complexity: The robust feature set and capabilities of BMC Helix can result in a complex platform that may require significant training and onboarding.
- User Interface: While BMC Helix has made strides in improving its user interface, some users still find it less intuitive compared to other ITSM solutions.
- Cost: As a premium ITSM solution, BMC Helix can be more costly than some other platforms. Depending on the size and budget of the organization, this could be a potential drawback.
- Customization and Configuration: While BMC Helix provides strong customization options, setting these up can require a high level of technical expertise and may be time-consuming.
- Customer Support: There have been mixed reviews about BMC’s customer support. Some people have reported difficulties getting technical issues resolved.
- Regular Updates: While regular updates are generally a good thing, some users have reported that they can be frequent and disruptive, requiring continual adaptation.
In conclusion, BMC Helix ITSM is a highly robust and versatile ITSM platform that's well-suited to organizations looking for a comprehensive, scalable solution aligned with ITIL practices. However, its complexity, cost, and potential issues with customer support may be drawbacks for some organizations.
Company Ownership: KKR & Co., a private equity firm, purchased BMC Software in 2018 for $8.3 billion with plans to cut costs, increase profitability and take BMC public again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Distributed outside of USA in low-cost labor countries like India. Small technical support presence in Houston, Texas.
Additional Resources
Pricing not available. Must speak with a partner reseller or sales person.
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM, previously known as HEAT ITSM, is a sophisticated and robust IT Service Management (ITSM) platform designed to cater to the needs of mid-size to large enterprises. It has been widely recognized for its adaptability and comprehensive features.
Ivanti Neurons for ITSM Pros
- Comprehensive Feature Set: Ivanti Neurons for ITSM offers an extensive suite of features including incident, problem, change, and service level management, plus a configuration management database (CMDB). This robust capability provides a holistic ITSM solution.
- Flexibility and Scalability: The solution scales effectively to meet the changing needs of businesses, making it suitable for a wide range of enterprises. It also offers flexibility in deployment with on-premise, cloud-based, and hybrid options.
- Automation Capabilities: Ivanti Neurons for ITSM includes strong automation features that can streamline workflow processes, improve efficiency, and reduce the risk of human error.
- Integrations: The platform supports integrations with numerous third-party applications, enhancing its utility and ensuring seamless operations in diverse IT ecosystems.
- Self-Service Portal: Ivanti Neurons for ITSM has an intuitive self-service portal that enables end-users to log incidents, request services, and search for solutions, reducing the load on IT staff.
- Security Controls: Ivanti Neurons has strong security controls and risk management features, offering peace of mind in managing IT services and assets.
Ivanti Neurons for ITSM Cons
- Learning Curve: The breadth of Ivanti Neurons for ITSM's features can lead to a steep learning curve. While this is a testament to its robust functionality, it can be daunting for users, particularly those without a technical background.
- Cost: Ivanti Neurons for ITSM is a premium solution, and the cost can be a hurdle for smaller businesses or those with a limited budget.
- Complex Setup: The initial setup and configuration process can be complex and time-consuming. Many users have reported that they needed professional services or consultation to get started.
- User Interface: Despite recent updates, many users find the interface less intuitive and visually appealing compared to other modern ITSM solutions.
- Customer Support: A very large number of users have raised concerns about customer support, including slow response times and a lack of effective problem resolution.
- Updates and Bugs: There have been reports of updates introducing new bugs, issues, and security risks within the system, which can disrupt operations. This can also result in higher cyber risks for customers.
Ivanti Neurons for ITSM is a comprehensive and robust ITSM solution suitable for businesses seeking an adaptable and scalable platform. Its wide-ranging features, automation capabilities, and strong security controls are significant advantages. However, its steep learning curve, potential setup complexities, and potential customer support and security update issues may present challenges for some organizations.
Company Ownership: Private equity firms. In January 2017 Clearlake Capital, owner of HEAT Software, purchased LANDESK from Thoma Bravo Capital. In the same year, LANDESK and HEAT Software merged to form Ivanti. In January 2021, Clearlake Capital, and TA Associates purchase Cherwell Software. The objectives of these financial transactions is to cut costs, increase profitability and sell Ivanti again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Mostly centered in Hyderabad, India.
Additional Resources
Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from web site.
Cherwell IT Service Management
Cherwell IT Service Management ITSM was acquired by Ivanti, Inc. in 2021 and is a comprehensive tool known for its versatility, feature-rich nature, and codeless configuration. Designed for businesses of all sizes, it caters to diverse ITSM needs.
Cherwell IT Service Management Pros
- Codeless Configuration: Cherwell stands out with its codeless configuration, offering drag-and-drop functionality that simplifies processes. This reduces reliance on IT and allows non-technical staff to customize workflows and processes as required.
- Feature-rich: Cherwell ITSM offers a comprehensive feature set that includes incident management, problem management, change management, and more. The tool is also ITIL compliant, ensuring that best practices are integrated into service management processes.
- Integration Capabilities: Cherwell integrates with a wide array of third-party applications, which enhances its versatility and adaptability to various business environments.
- Flexible Deployment: Cherwell provides multiple deployment options, including on-premise, cloud-based, and hybrid models, catering to different organizational needs and preferences.
- Automation Capabilities: Cherwell offers automation capabilities that can streamline tasks, enhance efficiency, and improve service delivery times.
- Scalability: Cherwell is scalable and can effectively handle the growing needs of an organization. This makes it suitable for both small businesses and large enterprises.
Cherwell IT Service Management Cons
- User Interface: Some users find Cherwell's interface less intuitive and slightly outdated compared to other modern ITSM solutions, which could affect user adoption and efficiency.
- Learning Curve: Despite its codeless configuration, Cherwell's robust feature set can present a learning curve, particularly for users new to the platform.
- Cost: Cherwell's pricing model can be on the higher side compared to some other ITSM solutions, which may be a barrier for small to mid-sized organizations.
- Performance: Many users have reported significant lags and slow loading times, particularly when dealing with just medium amounts of data or complex processes which are everyday tasks.
- Customer Support: Mixed reviews have been reported by many people about Cherwell's customer support. Many users have mentioned slow response times and difficulty in resolving complex issues.
- Complex Reporting: Although Cherwell offers reporting capabilities, some users find the reporting module complex and challenging to use effectively. Many users report being forced to purchase other 3rd party reporting tools to compensate for this product short coming.
Cherwell ITSM is a powerful tool that offers a comprehensive, versatile, and scalable solution to IT service management. Its codeless configuration, robust feature set, and flexible deployment options make it a strong contender in the ITSM market. However, the less intuitive interface, learning curve, potentially higher cost, and customer support issues may be drawbacks for some businesses.
Company Ownership: Private equity firms. In January 2017 Clearlake Capital, owner of HEAT Software, purchased LANDESK from Thoma Bravo Capital. In the same year, LANDESK and HEAT Software merged to form Ivanti. In January 2021, Clearlake Capital and TA Associates purchase Cherwell Software. The objectives of these financial transactions are to cut costs, increase profitability and sell Ivanti again to generate a profit for its private investors.
Headquarters: USA
R&D and Technical Support: Mostly centered in Hyderabad, India.
Additional Resources
Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from web site.
Jira Service Management
Jira Service Management, formerly known as Jira Service Desk, is an IT Service Management (ITSM) tool created by Atlassian. It is widely recognized for its integration with other Atlassian products and its agile approach to IT service management.
Jira Service Management Pros
- Integration with Atlassian Ecosystem: One of the major strengths of Jira Service Management is its seamless integration with other Atlassian tools such as Jira Software, Confluence, and Bitbucket. This makes it an excellent choice for organizations already utilizing Atlassian products for their software development processes.
- Agile and ITIL Compliant: Jira Service Management is known for its agile approach to service management, allowing teams to use Scrum, Kanban, and other agile methodologies. Moreover, it provides ITIL-compliant templates, ensuring best practices in ITSM processes.
- Customizability: Jira Service Management allows a high degree of customization. Teams can create custom workflows, fields, and forms to suit their unique needs.
- Automation: The platform provides built-in automation rules that can help teams streamline repetitive tasks and processes, improving efficiency and response times.
- User-friendly Interface: The tool's interface is clean, intuitive, and relatively easy to navigate, contributing to a better user experience.
- Scalability: Jira Service Management can easily scale with the growth of an organization, making it suitable for both small businesses and large enterprises.
Jira Service Management Cons
- Complexity and Learning Curve: While Jira Service Management offers a host of powerful features, it can be complex, especially for new users or those unfamiliar with Atlassian products. There can be a significant learning curve associated with understanding and effectively using the tool. The set-up resources are poor, and the product is targeted at technical users. Atlassian’s flagship product is a task management platform targeted at software developers and DevOps professionals.
- Setup and Configuration: Setting up and configuring Jira Service Management to suit a company's specific needs can be time-consuming. Advanced customization might require technical expertise and require engaging 3rd party consultants.
- Cost: The pricing model could be a potential downside for some organizations. As you add more users or need advanced features, the costs can escalate quickly. Many users report to be aware of a low startup cost, but then unlocking advanced features or integrations requires additional recurring fees.
- Performance: Many users have reported performance issues with larger databases or more extensive workflows.
- Customer Support: There have been mixed reviews about Atlassian's customer support. Many users have reported slow response times and resolution for their issues. R&D and technical support are based in India to take advantage of a low-cost labor market. There are communication and time difference challenges for western based organizations.
- Dependency on Third-Party Apps: For certain advanced functionalities, there can be a dependence on third-party apps, which could add to the cost and complexity of the system.
Jira Service Management is a robust ITSM tool, particularly beneficial for organizations already embedded in the Atlassian ecosystem. Its customizability, agile capabilities, and integration features make it a strong contender in the ITSM field. However, these advantages come with a degree of complexity and potential challenges in terms of setup, learning curve, and escalating cost.
Company Ownership: Public company (NASDAQ: TEAM).
Headquarters: Sydney, Australia
R&D and Technical Support: Mostly in Bengalura, India.
Additional Resources
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a comprehensive IT Service Management (ITSM) solution known for its extensive feature set and scalability. It has been adopted by a wide variety of businesses, from small organizations to large enterprises.
ManageEngine ServiceDesk Plus Pros
- Comprehensive Feature Set: ManageEngine ServiceDesk Plus offers a broad range of ITSM capabilities, including incident management, problem management, change management, asset management, and more. It is also ITIL compliant, ensuring alignment with industry best practices.
- Scalability: The software can scale effectively to meet the needs of businesses of all sizes. This makes it an excellent choice for both growing companies and established enterprises.
- Customizability: ManageEngine ServiceDesk Plus offers robust customization options, allowing organizations to tailor the software to their specific needs. This includes custom fields, workflows, and reports.
- Integration Capabilities: The platform can integrate with a variety of third-party applications, enhancing its functionality and ensuring it fits well into an organization's existing IT ecosystem.
- Deployment Options: ManageEngine ServiceDesk Plus offers both on-premise and cloud-based deployment options, providing flexibility to organizations with different IT strategies.
- Value for Money: Considering its wide range of features and capabilities, ManageEngine ServiceDesk Plus is often cited as offering good value for the cost.
ManageEngine ServiceDesk Plus Cons
- User Interface: Some users have noted that the user interface can feel outdated and less intuitive compared to other modern ITSM solutions. This can affect usability and user adoption.
- Learning Curve: Due to its comprehensive feature set, there can be a steep learning curve for users new to ManageEngine ServiceDesk Plus. This is particularly true for non-technical users.
- Performance: There have been many reports of performance issues, including significant slowness or lag, particularly with even medium data sets. Many users have reported that is an ongoing problem with software bugs and the related frustration and delay in ManageEngine taking responsibility to supply fixes. This also impacts the security and reliability of this product.
- Complex Setup: The setup process can be complex, and advanced customizations may require technical expertise. This could potentially lengthen implementation time and increase reliance on IT support.
- Customer Support: Many users on a consistent basis have noted significant room for improvement in customer support, including faster response times and more effective resolution of issues. Since R&D and technical support are both in India, many users noted significant communication difficulties.
- Mobile App: The mobile app has been cited by some users as lacking full functionality and not being as user-friendly as the desktop version.
In summary, ManageEngine ServiceDesk Plus is a robust and scalable ITSM solution with an extensive feature set that can serve a wide range of businesses effectively. However, its complexity, potential performance issues, and user interface could pose challenges.
Company Ownership: Private owned by ZOHO Corp.
Headquarters: India
R&D and Technical Support: Renigunta and Tenkasi, India.
Datacenters: Mumbai and Chennai, India
Additional Resources
Freshservice
Freshservice, an IT Service Management (ITSM) solution by Freshworks, offers an efficient and easy-to-use platform for businesses looking to streamline their IT service processes.
Freshservice Pros
- Ease of Use: Freshservice is widely recognized for its user-friendly interface. The software is intuitively designed, making it easy to learn and navigate, even for non-technical users.
- Feature-Rich: Despite its simplicity, Freshservice offers a comprehensive suite of features including incident, problem, change, and release management, along with asset management and CMDB. It provides a robust set of tools for comprehensive ITSM.
- Integration: Freshservice integrates well with other Freshworks products, as well as a wide variety of third-party apps such as Google Workspace, Slack, and Microsoft Teams. This enhances its functionality and versatility.
- Customizability: The platform offers a good degree of customization, allowing businesses to tailor the tool to their specific needs. This includes custom workflows, fields, and forms.
- Price: Freshservice offers competitive pricing tiers, making it an affordable solution for small and medium-sized businesses.
- Automation: Freshservice includes automation capabilities that can help streamline repetitive tasks and increase efficiency.
Freshservice Cons
- Reporting Features: While Freshservice offers reporting capabilities, many have reported that these features could be more robust. The tool also lacks advanced analytics capabilities found in other ITSM solutions.
- Performance: A number of users have reported performance lags and slow loading times, particularly when dealing with even medium amounts of data.
- Customer Support: There have been mixed reviews about the quality of Freshservice’s customer support. Many users have reported slow response times or difficulties in resolving complex issues. Freshservice R&D and technical support are based in India and the time difference and language barriers may be challenging for North and South American and European based customers.
- Limited Advanced Customization: While Freshservice offers a good level of basic customization, some users have reported limitations when it comes to more advanced customization needs.
- Lack of ITIL Alignment: Some users have pointed out that Freshservice’s approach to ITSM does not fully align with ITIL best practices. This may be a disadvantage for businesses that strictly adhere to ITIL methodologies.
- Updates: Users have reported that software updates can often introduce new bugs or remove features without warning. This is frustrating for organizations that spend time customizing and configuring the software for their unique environment only to result in a low level of stability.
Freshservice is an excellent choice for businesses seeking an affordable, user-friendly ITSM solution with a broad feature set. It is particularly well-suited for small-sized businesses. However, organizations with more advanced needs, particularly in terms of reporting and ITIL alignment, might find some limitations.
Company Ownership: Freshworks, Inc. (NASDAQ: FRSH).
Headquarters: Chennai, India
R&D and Technical Support: 88% of all employees are located in Bangalore and Chennai, India.
Additional Resources
EasyVista ITSM
EasyVista is a well-known IT Service Management (ITSM) solution that boasts a robust set of features and functionality. It's primarily aimed at medium to large enterprises looking to streamline their IT processes.
EasyVista ITSM Pros
- Comprehensive Feature Set: EasyVista offers a wide array of ITSM features, including incident, problem, change, and service level management, plus a configuration management database (CMDB). Its ITIL-aligned modules ensure businesses adopt best practices.
- User-Friendly Interface: EasyVista's interface is intuitive and easy to navigate, reducing the learning curve and increasing user adoption rates.
- Strong Automation Capabilities: The platform includes robust automation features, which can streamline workflow processes, improve efficiency, and reduce the potential for human error.
- Flexible Deployment Options: EasyVista offers flexibility in deployment, including on-premise and cloud-based options, meeting diverse business needs.
- Scalability: EasyVista can effectively scale with the growing needs of businesses, making it suitable for a broad range of enterprises.
- Integration Capabilities: The solution supports integrations with a variety of third-party applications, enhancing its utility and facilitating seamless operations in diverse IT ecosystems.
EasyVista ITSM Cons
- Complex Setup: The initial setup and configuration of EasyVista can be complex and time-consuming. Some users have reported requiring professional services or extensive consultation to get started.
- Customer Support: While generally positive, some reviews suggest that EasyVista's customer support could benefit from more consistency, including faster response times and more effective issue resolution.
- Cost: EasyVista is a high-end solution, and the cost can be prohibitive for small and medium sized businesses or those with a limited budget.
- Customization Limitations: Despite offering customization options, some users have noted that making substantial changes or adaptations can be challenging.
- Reporting Features: Some users have reported that the platform's reporting features are less robust than they would like, suggesting there's room for improvement in terms of flexibility and depth.
EasyVista ITSM is a comprehensive solution that brings together an extensive set of features with a user-friendly interface and powerful automations. Its flexible deployment options and scalability make it an excellent choice for enterprises. However, the potentially complex setup, cost considerations, and issues with customer support and customization may present challenges.
Company Ownership: In 2021, the private equity firms Eurazeo PME and Cathay Innovation acquired EasyVista to take the company private. The objectives of private equity financial transactions are to cut costs, increase profitability and sell EasyVista again to generate a profit for its private investors.
Headquarters: Mostly in France
R&D and Technical Support: Mostly in France
Additional Resources
Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
Micro Focus OpenText™ SMAX
OpenText SMAX (Service Management Automation X) is a comprehensive IT Service Management (ITSM) solution designed to cater to modern enterprise needs. It boasts a wide range of features and a machine learning-driven user experience.
Micro Focus OpenText SMAX Pros
- Machine Learning Capabilities: OpenText SMAX utilizes machine learning technology to enhance several features such as intelligent ticket handling and recommendation, which can significantly increase efficiency and reduce resolution times.
- Ease of Use: SMAX features an intuitive and user-friendly interface that helps reduce the learning curve, making it easier for staff across different levels of technical proficiency to navigate and use.
- Comprehensive Feature Set: The software offers a robust set of ITSM features, including incident, problem, and change management, as well as a knowledge base and a self-service portal.
- Codeless Configuration: The platform promotes a codeless configuration and extensibility model, reducing the dependence on IT teams for alterations and customizations.
- Integration Capabilities: SMAX supports integrations with a variety of third-party applications, which helps in maintaining seamless operations in diverse IT ecosystems.
Micro Focus OpenText SMAX Cons
- Learning Curve: Despite its user-friendly interface, some users have reported that getting familiar with the software and its capabilities can initially be time-consuming, especially considering its advanced features.
- Customization Limitations: While SMAX promotes a codeless configuration, some users have reported limitations when it comes to deeper customization needs.
- Customer Support: Some users have cited inconsistencies with the customer support, including very long response times and problems with issue resolution.
- Pricing: SMAX can be on the pricier end of the spectrum for ITSM solutions. This might be a point of consideration for small and medium businesses or those with limited budgets.
- Reporting Features: Although SMAX provides reporting capabilities, some users suggest the need for more flexibility and robustness in these features.
OpenText SMAX is a powerful ITSM solution that leverages machine learning to enhance its comprehensive feature set, making it a strong contender in the ITSM market. Its user-friendly interface, codeless configuration, and integration capabilities make it a flexible tool for many businesses. However, the potential learning curve, cost considerations, and issues with customer support and customization are factors to bear in mind.
Company Ownership: Public (NASDAQ:OTEX).
Headquarters: Canada
R&D and Technical Support: The company strategy is to grow by acquisition so R&D and technical support are the responsibilities of the acquired company personnel. There appears to be little organic R&D and product innovation funded by the parent company.
Additional Resources
Pricing not available. Must speak with a partner reseller or sales person.
No independent customer reviews available on Software Advice website.
IFS Assyst Enterprise Service Management
IFS Assyst Enterprise Service Management (ESM) is a reputable IT Service Management (ITSM) software that offers a comprehensive array of features aimed at businesses of all sizes.
IFS Assyst Enterprise Service Management Pros
- Comprehensive ITSM Tool: IFS Assyst provides a full set of ITSM features, including incident, problem, and change management, making it a one-stop solution for businesses.
- Ease of Use: With its intuitive user interface, IFS Assyst simplifies navigation and usage, facilitating faster adoption among IT staff.
- Scalability: IFS Assyst is highly scalable, making it an ideal solution for growing businesses. As organizations expand, the tool can easily accommodate increasing demands.
- Integration Capabilities: The platform supports integration with a wide range of third-party applications, making it adaptable and versatile in diverse IT ecosystems.
- Service Catalog: The software includes a comprehensive service catalog, enabling users to request services directly, which can help reduce the workload in the IT department.
IFS Assyst Enterprise Service Management Cons
- Learning Curve: Although IFS Assyst is user-friendly, the initial learning curve can be steep, especially for those unfamiliar with ITSM software.
- Reporting Features: Some users have noted that while IFS Assyst does provide reporting capabilities, they could benefit from more flexibility and customization options.
- Cost: The pricing of IFS Assyst can be relatively high compared to other ITSM solutions, which might be a drawback for smaller businesses or those with budget constraints.
- Customer Support: There have been mixed reviews regarding the efficiency and response times of IFS Assyst's customer support team. For customers in North and South America and Asia there may be more challenges in getting timely support since most of IFS technical support is based in Sweden.
- Interface Design: Some users have reported that the interface, while intuitive, could benefit from a more modern and visually appealing design.
In conclusion, IFS Assyst Enterprise Service Management is a robust and scalable ITSM solution. Its wide array of features, ease of use, and strong integration capabilities make it a comprehensive and flexible tool. However, the potential steep learning curve, limitations in reporting features, higher cost, and customer support issues are factors to consider.
Company Ownership: Public (XSTO: IFS).
Headquarters: Sweden
R&D and Technical Support: Sweden
Additional Resources
Pricing not available. Must speak with a partner reseller or sales person.
Trial account not available from website.
No independent customer reviews available on Software Advice website.
SysAid ITSM
SysAid IT Service Management (ITSM) is a well-established, feature-rich platform that aims to streamline IT processes for businesses of all sizes.
SysAid ITSM Pros
- Extensive Feature Set: SysAid offers a wide array of ITSM functionalities, including incident, problem, change management, and a self-service portal. Its ITIL-aligned modules ensure the adoption of best practices.
- Ease of Use: With its intuitive and user-friendly interface, SysAid simplifies the user experience, making it easier for staff to adopt the software.
- Automations: SysAid includes powerful automation capabilities to streamline repetitive tasks, enhance efficiency, and improve response times.
- Self-Service Portal: SysAid's self-service portal empowers end-users to find solutions and submit tickets independently, reducing the load on IT staff.
- Customization Options: SysAid offers robust customization options that allow organizations to adapt the software to their unique needs and workflows.
- Integrations: The platform supports integrations with a variety of third-party applications, enhancing its adaptability and functionality in diverse IT ecosystems.
SysAid ITSM Cons
- Learning Curve: Despite its user-friendly design, SysAid's robust feature set and customization options can lead to a steep learning curve, particularly for users new to the platform.
- Pricing: Many users have mentioned that SysAid can is on the higher end of the pricing spectrum for ITSM solutions, which could be a challenge for small and medium businesses or those with tighter budgets.
- Customer Support: While some users have had positive experiences with SysAid's customer support, many have reported inconsistent response times and difficulties in resolving more complex issues. For customers in North and South America and Asia there may be more challenges in getting timely support since most of SysAid technical support is based in Israel.
- User Interface Updates: Many users have suggested that SysAid's user interface could benefit from more frequent updates to improve aesthetics and intuitiveness, keeping it in line with modern software design trends.
- Reporting Capabilities: Although SysAid offers reporting features, many users find the tool's reporting functionality somewhat rigid and less customizable than they'd prefer. Since user interface and reporting updates have not been forthcoming many users have concluded that SysAid is not investing any new R&D in the product.
SysAid ITSM is a comprehensive solution that brings together an extensive array of features with a user-friendly interface and powerful automations. Its strong customization options and integration capabilities make it a versatile tool in the ITSM market. However, the potential learning curve, cost considerations, issues with the outdated user interface, reporting challenges and poor customer support are factors that businesses should bear in mind.
Company Ownership: Venture capital funded.
Headquarters: Tel Aviv, Israel
R&D and Technical Support: Tel Aviv, Israel
Additional Resources
Pricing not available. Must speak with partner reseller or sales organization.
A threat group associated with the Iranian government has reportedly become the first to exploit the Log4Shell vulnerability in SysAid applications as an initial access point to target organizations. The Log4Shell vulnerability, identified as CVE-2021-44228, affects the Apache Log4j logging utility and was revealed in December 2021.This incident seems to mark the first time the Log4Shell vulnerability has been exploited against SysAid applications. Despite SysAid addressing the vulnerability soon after its discovery, it appeared that some instances remained unpatched for some time.
SolarWinds IT Service Management (formerly Samanage)
SolarWinds Service Desk is a widely-used IT Service Management (ITSM) solution renowned for its ease of use and comprehensive set of features. Its aim is to streamline and simplify IT service management for organizations of varying sizes.
SolarWinds IT Service Management Pros
- Ease of Use: One of SolarWinds Service Desk's biggest strengths is its intuitive, user-friendly interface that simplifies the user experience, even for those not particularly tech-savvy.
- Comprehensive ITSM Features: The solution offers a wide array of ITSM functionalities, including incident, problem, change, and release management, and an integrated knowledge base.
- Integration Capabilities: SolarWinds IT Service Desk can seamlessly integrate with a variety of other tools and systems, increasing its adaptability and improving workflow efficiency.
- Smart Ticketing System: The platform utilizes auto-suggest solutions and categorize, assign, and prioritize tickets, boosting productivity and response times.
- zability: SolarWinds IT Service Desk offers robust customization options, allowing businesses to adapt the software to meet their unique needs.
- Scalability: The platform is designed to scale effectively with business growth, making it a viable choice for both small businesses and large corporations.
SolarWinds IT Service Management Cons
- Pricing: Some users find SolarWinds Service Desk to be a pricier option compared to other ITSM solutions, which could make it less accessible for smaller businesses or those on a tight budget.
- Reporting Features: While SolarWinds IT Service Desk does offer reporting capabilities, many users have found them less flexible and customizable than desired.
- Customer Support: Despite some positive reviews, many users have cited room for significant improvement in customer technical support, including faster response times and more effective issue resolution.
- Performance: Many users have reported application performance lags and cloud downtime, which could potentially disrupt your IT department operations.
- Advanced Configurations: For more advanced or complex customizations, a significant degree of technical expertise is required, potentially necessitating additional IT resources.
- Mobile App Experience: While the platform does provide a mobile app, some users have reported it lacking in features and functionality compared to the desktop version.
In conclusion, SolarWinds Service Desk offers a comprehensive and user-friendly ITSM solution with a wide array of features and strong integration capabilities. Its ticketing system and scalability make it a solid choice for organizations of various sizes. However, considerations around cost, poor technical support, the potential need for technical expertise for advanced configurations, and application performance lags/downtime should be factored in before making a decision.
Company Ownership: Private equity firms. In February 2016, the private equity firms Silver Lake Partners and Thoma Bravo purchased SolarWinds for $4.5 billion, taking the company private. In 2018, SolarWinds returned to the public markets with an Initial Public Offering (IPO), while Silver Lake and Thoma Bravo maintained an 88% ownership stake.
The objectives of these financial transactions are to cut costs, increase profitability and sell SolarWinds again to generate a profit for its private investors. This lawsuit alleges SolarWinds cost cutting in the form of sacrificing cybersecurity was the root cause of a major security breach impacting 18,000 SolarWinds customers.
In December 2020, SolarWinds reported a significant security breach. An outside group conducted a supply chain attack by compromising the SolarWinds Orion software updates to distribute malware known as "SUNBURST." It's worth noting that this breach was related to the SolarWinds Orion platform, not the SolarWinds Service Desk.
Headquarters: USA
R&D and Technical Support: USA and Europe
Additional Resources
InvGate Service Desk
InvGate Service Desk is an IT Service Management (ITSM) solution recognized for its user-friendly interface and robust features. It has been designed to streamline and simplify IT service delivery for organizations of all sizes.
InvGate Service Desk Pros
- User-friendly Interface: InvGate Service Desk is well-known for its intuitive and aesthetically pleasing interface that makes it easy for users to navigate and perform tasks.
- Feature-rich: The software provides a comprehensive set of ITSM capabilities, including incident, problem, and change management, as well as a self-service portal and a knowledge base.
- Gamification: InvGate's unique gamification feature promotes user engagement and encourages best practices by rewarding users for completing tasks in adherence to predefined protocols.
- Workflow Automation: InvGate includes robust automation capabilities that help streamline routine tasks, enhance productivity, and improve service delivery times.
- Integration Capabilities: The platform supports integrations with several third-party applications, extending its adaptability and utility in various IT environments.
- Customization: InvGate Service Desk offers a high degree of customization that allows businesses to adapt the software to meet their unique needs.
InvGate Service Desk Cons
- Learning Curve: Despite its user-friendly design, many users have mentioned a learning curve with InvGate Service Desk, particularly with understanding and setting up its advanced features and functionalities.
- Reporting Limitations: While the platform does provide reporting features, many users have reported a need for more flexibility and depth in its reporting capabilities.
- Customer Support: Many users have reported mixed experiences with InvGate's customer support, including longer response times and difficulty resolving complex issues.
- Price: InvGate Service Desk may be more expensive than other ITSM solutions, which could be a consideration for small and medium businesses or those with budget constraints.
- Limited Language Support: The platform primarily supports English, which might pose challenges for global teams needing support in multiple languages.
In conclusion, InvGate Service Desk is a robust, user-friendly ITSM solution that offers a wide array of features and strong automation capabilities. Its unique gamification feature and customization options make it an appealing choice for organizations looking to encourage best practices and tailor the software to their specific needs. However, the learning curve, potential limitations in reporting capabilities, and negative customer support experiences are factors to consider. Pricing and language support may also be crucial considerations for certain businesses.
Company Ownership: Private foreign company.
Headquarters: Buenos Aires, Argentina
R&D and Technical Support: Buenos Aires, Argentina
Additional Resources
Pricing not available. Must speak with partner reseller or sales organization.
What are the important features to look for in ITSM software?
When looking to buy an Information Technology Service Management (ITSM) software solution, especially one based in the cloud, there are several important features you should look for. Here are the top 10 ITSM features:
- Incident Management: The software should have a robust incident management system that allows IT teams to capture, record, and resolve incidents efficiently.
- Problem Management: Look for software that helps identify the root cause of incidents to prevent recurring problems.
- Change Management: An important feature is the ability to manage and record changes in your IT environment, ensuring they don't disrupt services and that they're compliant with company policies.
- Configuration Management Database (CMDB): This is a database that stores information about your IT environment, including details of all hardware, software, and associated attributes.
- Service Catalog: A self-service portal for customers or employees to request services, report issues, and check the status of their requests.
- Asset Management: A system for tracking and managing all your IT assets, including hardware, software, and licenses.
- Service Level Management (SLM): Tools to define, monitor, and manage service level agreements (SLAs) with your customers.
- Knowledge Management: An integrated knowledge base that allows customers and IT staff to easily find answers to common problems.
- Reporting and Analytics: Detailed reporting capabilities to track metrics and KPIs, as well as the ability to create custom reports for detailed analysis.
- Integration Capabilities: The ability to integrate with other systems and applications in your IT environment, such as monitoring tools, cloud services, and other IT management tools.
In addition to these features, it's also important to look for solutions that offer strong security measures, scalability to grow with your organization, and customer support.