IT Service Management (ITSM) Features

Read what people say are the most valuable features of the solutions they use.
Business94ba says in a ServiceNow review
Business Lead at a manufacturing company with 10,001+ employees
This solution is a single-storage for our user community to submit help desk tickets. View full review »
SeanHook says in a ServiceNow review
System Architect at a pharma/biotech company with 1,001-5,000 employees
ServiceNow Discovery is very valuable. It does, however, come at a steep cost of time and effort to implement it correctly. Do not be fooled into thinking it will "just work." Discovery, within any platform, requires meticulous planning and management to have it work for you. No discover solution is ever the "silver bullet" either, so plan to have more than one discovery engine implemented to cover your enterprise. View full review »
In8392cOn says in a BMC Helix ITSM review
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that you can think of in the ITIL portfolio. View full review »
IVerlaek says in a JIRA Service Desk review
Director at a tech services company with 1-10 employees
Transparency of the system helps both internal and external persons involved. Statistics allow us to deploy resources where needed. It shows problem zones and where more capacity is needed or more training. JIRA SD also makes employees better as it helps them to feel more important when it comes to customer satisfaction. View full review »
EddieShilaluke says in a SCSM review
Information Security Manager at Dmr
The call logging is the solution's most valuable feature. It's very easy to use. The solution isn't too resource-intensive. View full review »
Olnika Mogakane says in a CA Service Desk Manager review
Assistant Director with 1,001-5,000 employees
The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow. View full review »
it_user561243 says in a ServiceNow review
IT Coordinator at a financial services firm with 1,001-5,000 employees
The most valuable feature is the flexibility of development for customization. For example, we are starting now to expand the tool for HR and some other departments. They need applications or processes to improve their tasks. For instance, right now we are discussing, with the Internal Risk team, creation of an application inside ServiceNow so they can open a ticket and follow all the steps according to their process. One of the nice things about ServiceNow is that, if you have your process, you can design the ticket and the form according to your process. That is very useful and can be done quickly. View full review »
reviewer896733 says in a ServiceNow review
Director of Channels and Alliances at a tech vendor with 11-50 employees
The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version. The features continue to improve. We get new features and we can choose to turn them on or not, but we're always getting them. That is part of the program. View full review »
Frank Rossbach says in a Cherwell Service Management review
CEO with 11-50 employees
The dashboard is very useful to get a quick overview of current tasks, tasks which are overdue, and mail notifications with progress information. This has been helpful. View full review »
Softwaref8bb says in a CA Service Desk Manager review
Software Manager
The database. The front-end is a little dated. They are working on it, but it is a little dated. So, the database and the power that is driven behind the database. View full review »
Henrik Ohlin says in a CA Service Desk Manager review
Service Architect at SANDVIK IT Global Shared Services
Right now, we are starting to be dependent on the CMDB a lot. It's increasingly important but, of course, as with many other customers, it's the ticket system that actually helps us a lot. For incidents, of course, that's the biggest use right now. View full review »
Enterpri549c says in a CA Service Desk Manager review
Enterprise Application Administer
I would say change management and request management, as well as CMDB. View full review »
Jeff Vielle says in a CA Service Desk Manager review
Regional IT Coordinator at Novus International
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 makes things easier. It also allows us to assign different areas, maybe it's a multifaceted problem. Whether it's a problem we have to work on, or another part that needs to be worked on with infrastructure; sometimes they're meshed together. This really lets the IT group and our group shine. View full review »
reviewer914262 says in an Assyst review
Principal Consultant at a professional training and coaching company with 1-10 employees
The service catalog is a really good aspect of the solution. It offers incident management, problem management, change management, and a self-service portal among other features. The workflow of the solution is very good. The foundational architecture is also impressive. The whole service management side of it is based on the CMDB. That concept is really strong in their product. View full review »
GrantScurrah says in a BMC FootPrints Service Core review
Director at KKC
The product is very strong on three things: incident management, problem management, and change management. So its primary value for us are the incident, problem and change management features. View full review »
reviewer1183044 says in a SCSM review
Service Manager at a tech vendor with 51-200 employees
The solution is quite easy to integrate with other Microsoft products. View full review »
Jeffrey Goudsmith says in a ServiceNow review
Consultant at a tech company with 11-50 employees
The most valuable feature is that this is a Cloud solution. The MGM version is easier to use. View full review »
AubreyMokgadi says in a HEAT Service Management review
Principal Finance Officer II at Department of Local Government Finance & Procurement Service
The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments. When we go to the group assignment they can assign it to me there. Escalating to a third party is another useful feature. We have outside support for our internet service provider to help us with issues that we can't handle internally. View full review »
itdigita981723 says in an Alemba vFire review
IT Business Relationship Manager at a media company with 5,001-10,000 employees
The workflow is very good, as well as customizable. This solution is easy to use. View full review »
AbdelkarimMehdi says in a SCSM review
Enterprise Applications Senior Manager at a comms service provider with 501-1,000 employees
This solution is easy to use. You don't have to create a new process. View full review »
Marcos L. Domingos says in a CA Service Desk Manager review
Support Analyst at Sonda IT
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts. In these resources, knowledge management gains strength and favors the dynamics of use and service, ensuring agility in operations. View full review »
Soheyl-Norozi says in a SolarWinds Web Help Desk review
IT Consultant at a tech services company with 51-200 employees
The most valuable feature of this solution is the assets management module. They correlate the assets with the user, and you can see the history of each asset, each transaction, and each feature for every individual user. The system can automatically create scheduled tasks, for example, maintenance every month or every week, based on tickets. View full review »
Umair Akhlaque says in a CA Cloud Service Management review
Enterprise Solutions & Services Head at Duroob Technologies
The solution is a highly mature product. Because of this, it can stand up to any other product on the market. View full review »
electron719862 says in a BMC FootPrints Service Core review
IT Engineer at a financial services firm with 1,001-5,000 employees
The most valuable feature of this solution is Smart IT. The discovery feature is very flexible. View full review »
MohammadRanjbar says in a JIRA Service Desk review
IT Manager at Razi Insurance
It is simple to use. It is clear for our customer, who usually don't know English very well. The simple user interface helps them use the software. View full review »
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