Top 8 IT Service Management (ITSM) Tools
ServiceNowAteraJIRA Service ManagementManageEngine ServiceDesk PlusBMC Helix ITSMIT Care CenterSysAidSCSM
There are many expansions available.
Very easy to implement and to respond to my clients' needs.
All of the features of Atera are valuable because they allow the customers to achieve their goals. It is easy to use, has good collaboration, and has zero maintenance.
It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements.
Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us.
Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.
Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.
The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.
It runs smoothly and all of the components are very easy to work with.
All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure.
The solution can scale.
The simplicity of the solution is excellent.
The support from Microsoft is good and we also have local support on the ground in Nigeria.
The reporting is very good.