Does anyone have a recommendation for an ITSM provider? Please share any pros and cons with those you've used. 

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Director of IT3 months ago

This is very dependent on your business model as well as your client portfolio every ITSM provider offers features and benefits that could elevate your organization or require customization to fit your model. 

For example, HaloITSM is non modular allowing you to take advantage of the full product vs additional purchase requirements for features. In addition, they have role based provisioning that allows MSPs' / BPOs' flexibility in data segmentation where other providers are domain dependant or frankly, do not separate data very well. 
Another example, JSM carries a marketplace approach where experts develop bolt on offerings or connectors for specific needs enhancing the platform, or covering some gaps for business / service function. A direct result of the marketplace approach is injecting a robust R&D roadmap for native product enhancements (in my humble opinion). 

Director in Manufacturing2 years ago

Highly dependent on what services and how large your company is. Do you need ITSM for Service Desk only? We used RL Canning out of Chicago for years for our global IT Service Desk and PC Break Fix function as a managed service. We never found a vendor that could do a great job at everything. Instead we did a strategic analysis to decide which services to bundle and send to various providers.

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Vice President ofnIT2 years ago

I have successfully implemented BMC's ITSM product (RemedyForce) at multiple companies.  It was very configurable, flexible for automation of ITSM processes and excellent at providing audit trails for compliance. I believe BMC is now promoting the flagship product as BMC Helix. The only con we came across was the cost increase in the product over the past several years. From a performance and compliance perspective, this product was top notch.

Director of IT in Software2 years ago

If you can work with open source, the Mantis software is good - excellent API and flexible reporting.   Depends on the nature of your business of course.     

Director of IT in Manufacturing2 years ago

Xcitium. Number one most inclusive and cost effective solution.

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