Which is the best ITSM tool?

Applications & Platforms Service Desk

ServiceNow51%

SysAid15%

Manage Engine Service Desk Plus9%

Atlasian Jira Service Desk9%

FreshDesk4%

SolarWinds3%

Zendesk6%

812 PARTICIPANTS

5.7k views1 Upvote6 Comments

Senior IT Executive in Education, 51 - 200 employees

But really, Cherwell.

1 1 Reply

IT Governance Expert in Insurance (except health), 501 - 1,000 employees

Anthony, thank you!

Director, Information Security in Software, 501 - 1,000 employees

Of course I would say Cherwell.

CTO in Software, 201 - 500 employees

Another somewhat ambiguous question. Best for what or in what sense? I have selected ServiceNow as it's definitely one of those trending the most and for a good reason (e.g. business model, partners, acquisition strategy, features, integrations, roadmap, etc.), but many other solutions on and off the list can deliver a solid ITSM feature set. For example, I have personal and very positive experience with Manage Engine SDP and FreshDesk.

2 2 Replies

Director of Technology Strategy in Services (non-Government), 2 - 10 employees

These kind of questions frustrate me - the response ends up being a laundry list of tools based on popularity.

There is so much that goes into "best", including the problem you are trying to solve at any one time.

And Best for me may not be Best for you.

vp information technology in Consumer Goods, 51 - 200 employees

My guess is that an ambiguous question allows everyone to use their own criteria. With that as a given, when one comes out on top, it has won based on a wide, but admittedly unseen range of criteria.

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Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.

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