Best ITSM Software and Tools | Reviews and Comparisons
To help you find the best ITSM tools, IT Central Station ranked them based on hundreds of real user reviews, from our esteemed community of enterprise technology professionals. You'll find comparisons of pricing, performance, features, stability and many other criteria. Read below to find out what your peers have to say about ITSM software such as ServiceNow, Zendesk, BMC Remedy, CA Service Desk Manager and others.
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.
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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 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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
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»
The ability to keep track. The work is tracked. Provides ease of customer interaction. Gives the customer a general sense that they're being helped. Email works, telephone calls work too. But having something that's tracked in this way just... more»
Sending an email, that's the old way of doing things. This system is still relatively new. People still use email, but using the ticket system verifies that no one gets left behind. We're in a world of electronic mail. Some nice people can... more»
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help, perhaps. It's gotten better though. It's a little more streamlined, which we like. But every little bit helps with the... more»
What have IT professionals been saying about their IT service management tools in 2017?
In the review excerpts below, IT Central Station users share how their companies have benefited from their IT service management software, and describe which of their pain points have been solved.
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>>
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>>
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>>
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>>
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>>
- 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>>
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>>
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.
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>>
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>>
• 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>>
Since 1996 I have been a Remedy consultant for a variety of organisations including:
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>>
*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>>
Over 4 years experience in network monitoring and development and configuration of network management COTS with good knowledge of networking concepts and technologies and the OSS/BSS telco stack, environment management and testing.
Working on OSS Service Assurance suite from Computer... more>>
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>>
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>>
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