Find out what your peers are saying about ServiceNow, BMC, CA Technologies and others in Help Desk Software.
279,610 professionals have used our research since 2012.
Find out what your peers are saying about ServiceNow, BMC, CA Technologies and others in Help Desk Software.
279,610 professionals have used our research since 2012.
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The total ranking of a product, represented by the bar length, is based on a weighted aggregate score. The score is calculated as follows: The product with the highest count in each area gets the highest available score. (20 points for Reviews; 16 points for Views, Comparisons, and Followers.) Every other product gets assigned points based on its total in proportion to the #1 product in that area. For example, if a product has 80% of the number of reviews compared to the product with the most reviews then the product's score for reviews would be 20% (weighting factor) * 80% = 16. For Average Rating, the maximum score is 32 points awarded linearly based on our rating scale of 1-10. If a product has fewer than ten reviews, the point contribution for Average Rating is reduced (one-third reduction in points for products with 5-9 reviews; two-thirds reduction for products with fewer than five reviews). Reviews that are more than 24 months old, as well as those written by resellers, are completely excluded from the ranking algorithm.
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What is Help Desk Software?

When asked to weigh in on the essential features of help desk software, IT Central Station users pointed to customizable workflow automation, escalation mechanisms, and an internal system for creating tickets for issues that end users are dealing with. Other features like templates, scripts, and decision trees were also useful, along with notifications, reporting, and scheduling. A knowledge base is an important aspect of help desk software for end users to utilize, and mobile applications that afford users the ability to raise tickets on the go are also of great value. These same applications enable the end users to receive, address, and answer these tickets mobily as well.

Best Help Desk Software: Comparison & Reviews

Read top reviews of Help Desk Software solutions from the IT Central Station community:
Your trust is our top concern, so companies can't alter or remove reviews.
Real User
Sr. Application Development Specialist: Service Manager at a health, wellness and fitness company with 1,001-5,000 employees
Oct 13 2016

What is most valuable?

One of the of things I like best about HPE Service Manager is while it's a solution that does work out of the box with some configuration, its real strength is its ability to change for your organization's infrastructure. What I do with the... more»

How has it helped my organization?

When we're doing a refresh of workstations, as everybody needs a new PC every two years, the team that's managing that refresh process, just says, "We want a way to open this refresh ticket. We want it auto-populated with all these specific... more»

What needs improvement?

My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user. They went to what they call code-less, really it just means you code less. It's not really... more»
ServiceNow
Real User
Asst. Director, Technology Support Services at a university with 1,001-5,000 employees
Jul 04 2016

What is most valuable?

I think the most valuable feature is just the ability to take the whole organization and put it in one place. Traditionally, my background has been in service desk, and so someone who call with a problem and we would deal with it. If it was... more»

How has it helped my organization?

Traditionally people saw different facets of IT as different areas of responsibility, so incidents were handled by one group, and problems were handled by another, but they never really called them that. They just called them "tickets," or... more»

What needs improvement?

The biggest hassle we have for ServiceNow has been licensing. We have a lot of student workers. When you have cheap labor that's right at your doorstep, you can't turn them down, and so we have a lot of functions at the university, not just... more»
Find out what your peers are saying about ServiceNow, BMC, CA Technologies and others in Help Desk Software.
279,610 professionals have used our research since 2012.
Real User
Enterprise Application Administer
Jan 01 2018

What is most valuable?

I would say change management and request management, as well as CMDB.

How has it helped my organization?

It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process. That is something we have never had... more»

What needs improvement?

We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon. We are very excited about that. That is something we use a lot. We would like to see them integrate more... more»
ServiceNow
Real User
Performance Analyst at a insurance company with 1,001-5,000 employees
Jul 02 2016

What is most valuable?

Immediate insight into reporting. For us it's about trying to wrap our heads around the volume of tickets that are coming in the door. How quickly we're getting our turn time done? Those were things that were missing from our incident management platform. We could basically do a data dump once a week, dump that into an Excel spreadsheet, then do some computation... more»

What needs improvement?

It was all on Fuji. Some of the things I'm going to say might already be in Geneva and Helsinki. We use a zipper product for our project management portfolio, demand management and resource planning. From what I have heard, and what I've seen thus far, resource management needs to be a little tighter. We're running performance models around capacity planning. We... more»
Spiceworks
Consultant
Spiceworks Consultant at a tech services company with 501-1,000 employees
Aug 24 2017

What is most valuable?

Helpdesk and inventory are both equally valuable, and they form the true core of the product.

How has it helped my organization?

I don't have a specific organization at this time. I was a SpiceTrainer, and I helped other organizations deploy and manage their Spiceworks installations. When I began using the product, I was working for a company that had no helpdesk, and... more»

What needs improvement?

Recently, they deployed a login process that links to their online community. While I understand that change, I don't agree with it. They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login... more»
ServiceNow
Consultant
Senior Consultant at Devoteam
Jul 04 2016

What is most valuable?

As a platform approach I would say I really like this vision of saying ServiceNow is an application platform now as a service where we can build any application we want to so we have some applications on the baseline like in sales management, like change management, now customer services, like security operation. If we need to build other applications we can do... more»

What needs improvement?

It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with... more»
ServiceNow
Real User
Manager of Helpdesk at Bloomin' Brands
Jul 04 2016

What is most valuable?

For our company, it would be incident management with the ability to track and report on that. Showing trends and then tying that into problem management as well. Also completing the whole circle, so problem management and change management.... more»

How has it helped my organization?

From our perspective, it's the ability to customize it and provide the different platforms. A good example is that within our organization we have incident forms that are tailored to IT and we have incident forms that are tailored to other... more»

What needs improvement?

I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them. A good example is inside of my self-service portal, we use heavily utilizing the wizards that... more»
Real User
System Architect ITSM application at Michigan State University
Feb 13 2017

What is most valuable?

Some of the features that we really like about the solution is that certain parts of it are pretty expandable and customizable. The support that we get from CA has been pretty good. We haven't had major issues with them, and they're really... more»

How has it helped my organization?

Honestly, we started off just using one part of the solution, just using request management, and then gradually, as they've improved the application, we've actually started to use it more and more. Now, we use it for our change management,... more»

What needs improvement?

Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek. It'd be nice if... more»
ServiceNow
Real User
IT Applications Manager at a legal firm with 1,001-5,000 employees
Jun 24 2016

What is most valuable?

The flexibility of the platform, being able to modify forms or modify workflow, building applications, utilizing basics that they've given you and being able to expand them to adapt to your own personal environment. Everybody says that "This... more»

How has it helped my organization?

I think the value comes from centralizing processes across business units. I've seen it where we started in IT and then we've brought in teams like library functions or secretarial support, security auditing for cybersecurity needs, making... more»

What needs improvement?

I think that the product has grown considerably over the last few years. Initially, I had some issues with just ease of use. I was on Fuji before I started at my current employer. I came in and they're on Geneva. Between Fuji and Geneva, it's... more»
ServiceNow
Real User
Co-founder at ClarityWorks BV
Jul 04 2016

What is most valuable?

ServiceNow is such a broad framework that you can basically touch upon any improvement that you want to do in your company. Whether it's financial, healthcare or HR related. I think you can use your imagination to build anything that you want... more»

How has it helped my organization?

Architects and solution designers can come up with the greatest things but more complex organizations cannot just be blended into an ideal model. There's always contradicting stakeholders especially in the field of service management. I'm... more»

What needs improvement?

Well the funny thing is that we develop based on ServiceNow and you see a lot of apps being made. I think whenever you see shortfalls or improvement opportunities for ServiceNow that are being built by third party companies, the next release... more»
ServiceNow
Real User
Unit Manager at a healthcare company with 1,001-5,000 employees
Jul 04 2016

What is most valuable?

I'm the unit manager of the network operations center so I'm a core user of the tool. I don't get involved in the development, deployment or support of it, but we get a lot of tickets in the network operations center. I think probably some of... more»

How has it helped my organization?

I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing... more»

What needs improvement?

I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to... more»
ServiceNow
Real User
IT Manager at Utah State University
Jun 24 2016

What is most valuable?

The most valuable parts of ServiceNow for us is the flexibility that it has, that it's a platform, and that we can develop pretty much anything that we need, not only for IT, but also for HR, our finance department, our register's office,... more»

How has it helped my organization?

It gives us one platform that we can go in and do reporting. Reporting is probably one of the key features, it's getting access to data that we have in ServiceNow and being able to report on that is a key element in how we are analyzing and... more»

What needs improvement?

Probably the biggest thing that is frustrating is the changes in their price structure, their price modeling. That's been very frustrating for us. Since we came on four years ago, it's changed quite a bit over time. There's been a lot of... more»
Consultant
Senior Consultant at a tech company with 51-200 employees
Aug 31 2016

What is most valuable?

The important part for me is not related to any of the features the product offers as such as it doesn't offer anything some other product wouldn't offer. What I find comforting is that CA has been around for decades and therefore it is seen... more»

How has it helped my organization?

I've worked as an employee and as an independent consultant for a number clients so I can't really speak to how this product has improved my organization. Usually, the organizations that decided to buy CA's service management solution had a... more»

What needs improvement?

The product has traditionally lacked the tools to support data migration from development to QA and then to production. CA has made a tool for this on the latest release but I haven't laid my hands on it yet. Also, data manipulation outside... more»
ServiceNow
Real User
Sr. Program Manager at a media company with 1,001-5,000 employees
Jul 04 2016

What is most valuable?

It's serving our end-user community, making it simple for them to order products, get service from our incident help desk, and perhaps even helping everyone across the globe because we have to stay connected somehow, and ServiceNow does that... more»

How has it helped my organization?

I think I want to focus in on our assets. We do many things for studios, and internally, we use a lot of hardware, so we want to be able to find and understand where our assets sit. If there's a breakdown in communication, how do we service... more»

What needs improvement?

Maybe cost in one sense because when you make that investment from the other side of it, you're looking at the cost, but we've been having that ongoing debate. Empty glass could be your cost, but the full glass or maybe half full, or half... more»
Real User
Global Manager, CA Solutions at a tech services company with 10,001+ employees
May 10 2017

What is most valuable?

The core SDM component (the ticketing system) is the most valuable to me. It is reliable and covers the basic ITSM process stack very well (I,R,P,C). I am an IT consultant specializing in ITSM tools. The CA system has proven to be reliable... more»

How has it helped my organization?

The system becomes a centralized place for ITSM data and process automation for the enterprise. For example, a monitoring system generates an alert on a production server (the SDM system will integrate with any monitoring tool on the planet).... more»

What needs improvement?

The suite has grown too large, and has been pulled together from a series of acquisitions. For example, the Service Catalog, the process automation engine (IT PAM), and the Asset Portfolio Manager are all separate systems attached through... more»
Real User
Tools/Situation Administrator at A.H. Belo
Dec 24 2016

What is most valuable?

We like the fact that all the tools interconnect. We can do everything from Service Catalog, such as create change orders, without having to use our ticketing system. It automatically ties it in to it. For example, for our new-hire process,... more»

How has it helped my organization?

Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff. We no longer have to have a 24-hour help desk, because our employees can create the... more»

What needs improvement?

There are a few things I would like to see.Service Desk has a quick profile feature, where you can pull up everybody's environment, including all their assets, their ticket history and everything else. When I go in to actually look at their... more»
Real User
Systems Monitoring Engineer at America First Credit Union
Jun 24 2016

What is most valuable?

From the user perspective - we don't use employee self-service, so I would consider a user the help desk agent. For them, it's the simplicity of live support as it has the big data behind it so as they're going through a transaction or a call... more»

How has it helped my organization?

Because of the administration ability, being put into SaaS, we've now been able to spend time looking at other processes. Before we went to Service Anywhere, we did not have Operation Orchestrations so we weren't doing any kind of automation.... more»

What needs improvement?

I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel. They've got a little bit of an issue there with rich text fields not being able to. The suggestion is using what's called the BI... more»
ServiceNow
Real User
Program Manager at a insurance company with 1,001-5,000 employees
Jun 24 2016

What is most valuable?

We initially got on board because it's a single system of record, and we're trying to centralize a lot of different apps. It's enabled us to decommission a number of different systems that we were using such as incident change, problem... more»

How has it helped my organization?

There's are a lot of benefits, and it depends on our audience. In the department I work in, Technology Portfolio Business Management, the biggest benefit was the ability to do asset management in a centralized place and to do the financial... more»

What needs improvement?

It's so new to us, everything is shiny and everything works well so it's hard to state that right now. We are pretty much loving everything, especially at Knowledge 16 where we got all kinds of new ideas to expand our footprint in the... more»
ServiceNow
Real User
Sr Software Engineer at Southwest Airlines
Jul 04 2016

What is most valuable?

There's pretty much nothing that I have found yet that I couldn't accomplish within ServiceNow if I wanted to. I think for us, we tried several times to implement a CMDB, a configuration management database, and it failed for various reasons.... more»

How has it helped my organization?

I think historically we have had a real warrior spirit. We would get in there and do it and sometimes that meant we would write something in house. I think that we would invest a whole lot of time on something, and we would get real attached... more»

What needs improvement?

There's some platform code that is compiled and its Java code on the server side. There's no documented API on what the functions and properties are of that code, and we're not able to reflect that code to get it to make our own API. I think... more»
ServiceNow
Real User
Sr. Engineer at a financial services firm with 501-1,000 employees
May 15 2017

What is most valuable?

We want to end up getting set up as part of Discovery with a type of automatic relationship. In addition, we have been looking at a means to provide a service catalog experience to the business as a whole and are looking forward to... more»

How has it helped my organization?

For the most part, we have used prior ITSM solutions and they have been a bit more difficult to integrate and customize into the rest of the things that we do as they are standalone products. Something like ServiceNow ITSM, where there is... more»

What needs improvement?

Actually, the biggest problem that I see for it, especially in a smaller organization, is that there are plenty of partners. We've got a fairly advanced IT organization. We do a lot of relatively advanced stuff for the size that we are, but... more»
Find out what your peers are saying about ServiceNow, BMC, CA Technologies and others in Help Desk Software.
279,610 professionals have used our research since 2012.
29
Consultant en organisation & chargé de mission à l'international
• Recommandations auprès de la direction Générale de la SNCF sur la mise en place de plans d’actions régionaux • Consultations et formations dans les pays membres du Conseil de l’Europe sur l’élargissement des Programmes Européens Jeunesse • Analyse des besoins en situation de post-crises... more>>
242

3
Senior IT Service Management & ServiceNow Consultant
Expert in facilitating realistic sustainable DevOps success via Agile IT services, Lean ITSM processes: 25 yrs IT leadership experience, 15 yrs IT Service Management (ITSM) transformation, IT business process improvement and ITIL design/implementation consulting experience. Broad base of... more>>
7
TOP 5
SR. ITSM/BSM Consultant (Remedy)
Broad experience planning, architecting, managing, delivering professional services, presales and technical support of BMC BSM Software solutions for leading companies across many industries and countries. Successful projects OutOfTheBox (OOTB), customizations, integrations and custom... more>>
661
TOP 5
Spiceworks Consultant
Using knowledge from my Cisco, HP, Microsoft, and other platforms and vendors, I've assisted in multiple projects from office start-up and infrastructure build-outs, all the way through continuing maintenance, project close-out, and office shut downs; full life term for IT in all aspects. My... more>>
123
TOP 5
Senior ITSM Consultant
--Certified in DOEACC A - Level from DOEACC Society,New Delhi ,India. --Certified in VB 6.0,Oracle 8i from Cat Technologies,Hyderabad. --Certified BMC Remedy Administrator ARSystem 7.X. --Certification in MS-SQL Server2008 Microsoft Arabia, Riyadh. --Certified ITIL V3 from... more>>
1,370
Managing Director
15+ years experience in enterprise IT management in ITSM, BSM, CMDB and Enterprise Software development and delivery. Experience in building a company from inception to execution, including all business development activities, Software development, Operations and delivery. Working closely with... more>>
192
IT Governance Senior Consultant
More than 10 years of professional experience, with technical background in management, administration, support and operation of infrastructure systems and networks, mostly based on Microsoft technology, including performance of duties associated with coordination and project management,... more>>
6
Software Engineer
Experienced in implementing and supporting CA Service Desk Manager. Specialties: CA Service Desk, CA IT Client Manager and ITIL processes.
304
Senior Consultant/Project Manager
- An astute professional with over 20 years of experience in IT Project Management, IT Infrastructure Management & Service Delivery, Networking & Systems Administration with technical expertise in the implementation, operations and support functions of mission-critical business solutions... more>>
Reviewed ManageEngine ServiceDesk Plus: We use it for ticket logging. I'd like more automation.
205
TOP 20
Remedy Consultant
4.5+ year of experience in IT/ITES industry in consulting, design and implementation of Remedy, ITSM, SRM and Software development using Microsoft Technologies. Expertise in consulting, design and implementations of BMC Remedy ITSM v7.x, v8.x suite for multiple enterprises, including specifically... more>>
1,851
TOP 20POPULAR
Senior Consultant
I consider myself a dynamic and hard working person. I try to keep my working and leisure time at balance in order to give my best in both. Being highly results-oriented and a fast learner I have had a fast career progression in my first employer but I keep working hard to excel and exceed... more>>
667
Business Intelligence Analyst & Developer
Commitment. Communication. Competence. Initiative. Focus. Responsibility. Resourceful. Vision. Passionately curious.
174
Started career as a Service Desk Analyst with a Service Desk team for a leading airline from UK. After 1.5 years, took over the Quality Assessment responsibility for the same service desk and worked on this role for 6 months. Developed an inclination towards performance and availability... more>>
Reviewed CA Unified Infrastructure Management: It can integrate with CA SDM and receive SNMP traps...
303
HP Service Manager Technical Lead @ PepsiCo
Experienced HP Service Manager Developer, ITIL Certified, Team Lead and overall good person. :-)
Reviewed Micro Focus Service Manager: All service desks and backline teams utilize it for...
2,390
TOP 20POPULAR
Director of Operations
I have over 15 years working with ITSM solutions, specially related to improving service quality but without direct impact on budget limitations. WIth knowledge, experience, technology and the right team it is possible to deliver a better IT service within the organizations. Especializações:... more>>
Reviewed Cherwell Service Management: The Business Process feature allows us to customize...
627
BMC Remedy/ITSM Administrator and Consultant
Since 1996 I have been a Remedy consultant for a variety of organisations including: Brunel University BNP Paribas EUROCONTROL with experience in the ITSM Suite and custom applications. I also have many years experience in the User Support role dealing with a wide variety of users and... more>>
191
*Experience in requirement gathering, analysis, estimation, design, development, testing and implementation. *Customization and development of Service Now applications. *Extensive experience in various client and server side scripting in ServiceNow. *Experience in working on various... more>>
432
e-Commerce Consultant
Focused on: - e-commerce startups - product & project management - cross functional teams - business processes optimisation - KPI's
372
Software Consultant - Executive Director
• Dual language M.Sc. degree in Master of Sciences in Electronic and Computer Engineering (with Europass Diploma Supplement) • Developer with the ability to understand business needs • Proper understanding of business and technical challenges of an enterprise • Six years experience in HP... more>>
Reviewed Micro Focus Service Manager: I like the general behaviour but it wasn't always...
511
IT freelancer/consultant
Over ten years of IT experience in system analysis and management in a Fortune 500 company. Extensive involvement in infrastructure facilities, server, SAN, and network support. Strong background in financial and operational aspects of IT infrastructure. Immaculate work ethic and personal integrity.
552
Specialties: Customer Care Operations and Technology, HR Shared Services Operations and Technology, Customer Experience Assessment, Computer Telephony Integration, RightNow CRM, Salesforce.com and ServiceMax. KCS Practices Certified, Certified Service Cloud Consultant, Certified ServiceMax... more>>
Reviewed Salesforce Service Cloud: The cloud infrastructure helps to speed up...
331
I am a result-oriented customer-centric IT professional with entrepreneur and engineer mindset with over 7 years of experience which includes Cloud Technologies, Agile Development Methodologies, Project Management, Product Development, direct/indirect customer support, market research, supplier... more>>
Reviewed Salesforce Service Cloud: The two most valuable features for us are the...
726
Business Process Consultant
Training & Certifications: Salesforce Certified Administrator Salesforce Certified Advanced Administrator Salesforce Certified Force.com Developer Salesforce Certified Platform App Builder Geslaagd Assessment bij Dewitt & Morel als People/Project Manager Business Presentation... more>>
1,005
Director of Client Success, Co-Founder
Co-Founder and Director of The Chat Shop. e: hello@thechatshop.com p: +4420 3567 1037
121
Senior Consultant
Proven expertise in ITSM consulting with an objective to create value for customers. Extensively worked on ITIL Process and ITSM tool implementations. Subject Matter Expert for Service Request Management (SRM). Sound knowledge of ITSM, SLM, CMDB, Dashboard and Analytics. Hands-on with... more>>
190
IT Consultant - SNOW
Experienced IT professional with over 8 years of professional experience in IT service management, asset management, software development, process improvement, release management, and business analysis. Accomplished leader with proven ability to deliver high quality IT products and services on... more>>
1,373
POPULAR
Senior Consultant
Certified ServiceNow consultant and certified JEE developer. Highly professional and independent individual with banking experiences and interested in system integrations.

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