Hello @Gerry Fitzpatrick 'Customer Service Management' and 'IT Service Management' applications run on the same ServiceNow platform.  Whilst 'Customer Service' gives you the CRM capability (external facing), ITSM gives you the supporting framework (internal facing). The two…

If you are looking for purely an ITSM tool then 'BMC Helix' is a very good platform.  However, ServiceNow is slightly ahead of 'BMC Helix'. It is rated highly by Gartner and other leading resources. ServiceNow is much more flexible and offers a lot more than just ITSM.