IT Service Management (ITSM) Software with Alerts / Escalation

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Freshservice   

355
A complete IT service management (ITSM) tool for business
Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk. Read more about Freshservice
A complete IT service management (ITSM) tool for business
Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk. Read more about Freshservice

ManageEngine ServiceDesk Plus   

128
Cloud IT Help Desk Software
ServiceDesk Plus helps to automate IT help desk processes such as knowledge base, SLAs, self-service, and reports. With optional asset & project management. Read more about ManageEngine ServiceDesk Plus
Cloud IT Help Desk Software
ServiceDesk Plus helps to automate IT help desk processes such as knowledge base, SLAs, self-service, and reports. With optional asset & project management. Read more about ManageEngine ServiceDesk Plus

Opsgenie   

109
Alerting and on-call management for always-on services
Alerts, notifications and incident management service for dev and ops teams (development and operations) integrated with monitoring tools and push notifications. Read more about Opsgenie
Alerting and on-call management for always-on services
Alerts, notifications and incident management service for dev and ops teams (development and operations) integrated with monitoring tools and push notifications. Read more about Opsgenie

Jira Service Desk   

221
Simple service desk built on Jira
Jira Service Desk helps IT support teams to automate ticket management, knowledge base creation, SLAs, case tracking, self-service, collaboration & reporting. Read more about Jira Service Desk
Simple service desk built on Jira
Jira Service Desk helps IT support teams to automate ticket management, knowledge base creation, SLAs, case tracking, self-service, collaboration & reporting. Read more about Jira Service Desk

Alloy Navigator   

38
Award winning IT Asset Mgmt and Service Mgmt platform
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your toughest IT challenges. Read more about Alloy Navigator
Award winning IT Asset Mgmt and Service Mgmt platform
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your toughest IT challenges. Read more about Alloy Navigator

Vision Helpdesk   

27
Help Desk, Multi Company Desk and ITSM / ITIL Service Desk
PINKVerify Certified ITIL / ITSM Compliant - Service Desk Software, Incident, Asset, Problem, Change, Release, Contract, Vendor, Service Catalog & more. Read more about Vision Helpdesk
Help Desk, Multi Company Desk and ITSM / ITIL Service Desk
PINKVerify Certified ITIL / ITSM Compliant - Service Desk Software, Incident, Asset, Problem, Change, Release, Contract, Vendor, Service Catalog & more. Read more about Vision Helpdesk

AlertFind   

0
Multi-channel alerting & emergency notification system
AlertFind is a multi-channel IT alerting and emergency notification system designed to help business community professionals notify employees and run incident management during any emergency with features such as multi-channel delivery, real-time updates, geofencing, multi-language support, and more… Read more about AlertFind
Multi-channel alerting & emergency notification system
AlertFind is a multi-channel IT alerting and emergency notification system designed to help business community professionals notify employees and run incident management during any emergency with features such as multi-channel delivery, real-time updates, geofencing, multi-language support, and more… Read more about AlertFind

NetHelpDesk   

29
ITIL aligned service desk software
NetHelpDesk is provides ITIL aligned service desk software that can be installed on premise or in the cloud. Read more about NetHelpDesk
ITIL aligned service desk software
NetHelpDesk is provides ITIL aligned service desk software that can be installed on premise or in the cloud. Read more about NetHelpDesk

IncidentMonitor   

6
Service desk software with self-service web portal support
IncidentMonitor is an on-premise or cloud-based help and service desk solution, delivering process management, support ticketing and self-service web portals. Read more about IncidentMonitor
Service desk software with self-service web portal support
IncidentMonitor is an on-premise or cloud-based help and service desk solution, delivering process management, support ticketing and self-service web portals. Read more about IncidentMonitor

Salesforce Service Cloud   

435
Customer service & support software
Salesforce Service Cloud is designed with the needs of ITSM in mind. Make IT’s job easier, and empower it to innovate and move the company forward. Read more about Salesforce Service Cloud
Customer service & support software
Salesforce Service Cloud is designed with the needs of ITSM in mind. Make IT’s job easier, and empower it to innovate and move the company forward. Read more about Salesforce Service Cloud

mHelpDesk   

756
Win more jobs and grow your business with mHelpDesk!
Job Tracking & Invoicing Functionality Through Your Mobile Device Instant Access to Your Customer Info from any Device - Never Lose Track of Your Jobs or Devices Includes Tools for Quoting, Scheduling, Job tracking, Billing & Invoicing, Electronic Payments, QuickBooks integration, and a growing list of other great features! Let mHe… Read more about mHelpDesklpDesk Help You Win More Jobs! mHelpDesk is perfect for Plumbers, HVAC, Computer Repair, Electricians, Handyman, Carpet Cleaning, Pest Control, and many more! We guarantee mHelpDesk will improve your business!
Win more jobs and grow your business with mHelpDesk!
Job Tracking & Invoicing Functionality Through Your Mobile Device Instant Access to Your Customer Info from any Device - Never Lose Track of Your Jobs or Devices Includes Tools for Quoting, Scheduling, Job tracking, Billing & Invoicing, Electronic Payments, QuickBooks integration, and a growing list of other great features! Let mHe… Read more about mHelpDesklpDesk Help You Win More Jobs! mHelpDesk is perfect for Plumbers, HVAC, Computer Repair, Electricians, Handyman, Carpet Cleaning, Pest Control, and many more! We guarantee mHelpDesk will improve your business!

Naverisk   

22
Remote monitoring & management for managed service providers
Naverisk is an All-in-One remote monitoring and management (RMM) solution designed for managed service providers with device monitoring and ticketing system built in. Read more about Naverisk
Remote monitoring & management for managed service providers
Naverisk is an All-in-One remote monitoring and management (RMM) solution designed for managed service providers with device monitoring and ticketing system built in. Read more about Naverisk

HarmonyPSA   

15
The next generation of professional services automation.
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform available from the cloud on any device. Read more about HarmonyPSA Gain valuable insight With all the functionality you need in one place you’ll have the visibility to see what’s going on at the highest level and make more informed decisions. Increase billing With integrated time tracking systems and streamlined, automated billing you can bill more quickly and accurately. Contract management functionality eliminates revenue leakage and so improves profitability. Grow sales Convert more of your sales pipeline using our campaign management tools. Maintain and grow your existing customer base by providing exceptional customer service. Streamline operations Defined workflow processes will ensure that work gets done the way you want it to, every time, saving time and resources
The next generation of professional services automation.
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform available from the cloud on any device. Read more about HarmonyPSA Gain valuable insight With all the functionality you need in one place you’ll have the visibility to see what’s going on at the highest level and make more informed decisions. Increase billing With integrated time tracking systems and streamlined, automated billing you can bill more quickly and accurately. Contract management functionality eliminates revenue leakage and so improves profitability. Grow sales Convert more of your sales pipeline using our campaign management tools. Maintain and grow your existing customer base by providing exceptional customer service. Streamline operations Defined workflow processes will ensure that work gets done the way you want it to, every time, saving time and resources

xMatters  

133
Actionable IT alerting platform for enterprises
xMatters is an actionable IT alerting platform that relays data between systems while engaging the right people to resolve incidents faster. Read more about xMatters
Actionable IT alerting platform for enterprises
xMatters is an actionable IT alerting platform that relays data between systems while engaging the right people to resolve incidents faster. Read more about xMatters

SysAid  

132
Powerful Service Desk and Simple to Use, Modular ITSM Tool
SysAid is an effective ITIL-aligned ITSM solution that provides a powerful incident and service request management module plus problem and change management.. Read more about SysAid
Powerful Service Desk and Simple to Use, Modular ITSM Tool
SysAid is an effective ITIL-aligned ITSM solution that provides a powerful incident and service request management module plus problem and change management.. Read more about SysAid

Vivantio ITSM  

90
Flexible, Trusted, Reliable Service Desk Software
Vivantio ITSM is a comprehensive service management solution chosen by global enterprises for its flexibility and extensibility, making it ideal for large scale, multi-site organizations with complex needs. The control of code-less configuration, the unmatched value of flexible licensing, and the insight of custom reporting are all reasons that orga… Read more about Vivantio ITSMnizations choose Vivantio ITSM. It provides a powerful platform for your complete service management vision throughout your entire organization. Features include problem, incident and change manager, workflow automation, market-leading analytics, asset management, AD/LDAP sync, SSO, change control, knowledge base, self-service portal, award-winning support and SaaS or on-premise delivery.
Flexible, Trusted, Reliable Service Desk Software
Vivantio ITSM is a comprehensive service management solution chosen by global enterprises for its flexibility and extensibility, making it ideal for large scale, multi-site organizations with complex needs. The control of code-less configuration, the unmatched value of flexible licensing, and the insight of custom reporting are all reasons that orga… Read more about Vivantio ITSMnizations choose Vivantio ITSM. It provides a powerful platform for your complete service management vision throughout your entire organization. Features include problem, incident and change manager, workflow automation, market-leading analytics, asset management, AD/LDAP sync, SSO, change control, knowledge base, self-service portal, award-winning support and SaaS or on-premise delivery.

ServiceNow  

71
Enterprise IT service cloud solutions
ServiceNow is a platform-as-a-service provider of IT service applications. The company provide a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate process and create custom applications to meet all your IT service needs. Read more about ServiceNow ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance, among others. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards.
Enterprise IT service cloud solutions
ServiceNow is a platform-as-a-service provider of IT service applications. The company provide a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate process and create custom applications to meet all your IT service needs. Read more about ServiceNow ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance, among others. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards.

Vivantio Pro  

71
Flexible, Trusted, Reliable Service Desk Software
Vivantio Pro is flexible, reliable, trusted service management software. From simple incident management to full-enterprise ITSM, Vivantio empowers you to deliver service excellence to your entire organization. Read more about Vivantio Pro
Flexible, Trusted, Reliable Service Desk Software
Vivantio Pro is flexible, reliable, trusted service management software. From simple incident management to full-enterprise ITSM, Vivantio empowers you to deliver service excellence to your entire organization. Read more about Vivantio Pro

PagerDuty  

48
Incident Management & Operations Performance Software
PagerDuty is a cloud software that connects people, systems & data into a single view - creating visibility & actionable intelligence across their operations. Read more about PagerDuty
Incident Management & Operations Performance Software
PagerDuty is a cloud software that connects people, systems & data into a single view - creating visibility & actionable intelligence across their operations. Read more about PagerDuty

Autotask  

60
IT Business Management Software Platform
Autotask is the all-in-one web-based software that helps VARs, MSPs and IT Service providers to sell, implement, deliver and bill their services. Thanks to Autotask´s automation and management of your people, projects and processes your business performance will be improved significantly. Read more about Autotask That means greater efficiency, and more profitability. A bold promise, yes. But we deliver by getting your entire team all working off of literally the same customer and business information, all in real time. How does this help? By eliminating duplicate data entry, automating numerous functions and giving you complete visibility into: -What's due -What's billable -What needs to be scheduled -Which employees are under-utilized -How long specific tasks are taking -Which clients are most profitable And, because everything is kept in one database, Autotask gives you the power to mine your data to answer virtually any other question about your business.
IT Business Management Software Platform
Autotask is the all-in-one web-based software that helps VARs, MSPs and IT Service providers to sell, implement, deliver and bill their services. Thanks to Autotask´s automation and management of your people, projects and processes your business performance will be improved significantly. Read more about Autotask That means greater efficiency, and more profitability. A bold promise, yes. But we deliver by getting your entire team all working off of literally the same customer and business information, all in real time. How does this help? By eliminating duplicate data entry, automating numerous functions and giving you complete visibility into: -What's due -What's billable -What needs to be scheduled -Which employees are under-utilized -How long specific tasks are taking -Which clients are most profitable And, because everything is kept in one database, Autotask gives you the power to mine your data to answer virtually any other question about your business.

Agiloft  

26
Helpdesk solution
Agiloft supports out-of-the box solutions for customer support, internal helpdesk, contract management, workflow & BPM, ITL & ITSM, change management, & more. Read more about Agiloft
Helpdesk solution
Agiloft supports out-of-the box solutions for customer support, internal helpdesk, contract management, workflow & BPM, ITL & ITSM, change management, & more. Read more about Agiloft

Deskpro  

26
Customer service software you can depend on
ITSM software you can depend on, with ticketing for email, live chat and voice. Available on cloud and on-premise. Read more about Deskpro
Customer service software you can depend on
ITSM software you can depend on, with ticketing for email, live chat and voice. Available on cloud and on-premise. Read more about Deskpro

Continuum  

20
IT management platform for managed service providers
Continuum is a fully-integrated RMM and BDR software built for large & small managed IT providers to aid with proactively managing SMB clients remotely. The fully integrated managed services solution helps efficiently backup, maintain, monitor, and troubleshoot desktops, servers and other endpoints. Read more about Continuum
IT management platform for managed service providers
Continuum is a fully-integrated RMM and BDR software built for large & small managed IT providers to aid with proactively managing SMB clients remotely. The fully integrated managed services solution helps efficiently backup, maintain, monitor, and troubleshoot desktops, servers and other endpoints. Read more about Continuum

Symphony SUMMIT  

10
The Intelligent ITSM Platform for Smart Organizations
ITIL 2011 certified, enterprise class, intelligent solution leveraging Mobility, Analytics & Automation to help CIOs and Service Providers improve IT Operations. Read more about Symphony SUMMIT
The Intelligent ITSM Platform for Smart Organizations
ITIL 2011 certified, enterprise class, intelligent solution leveraging Mobility, Analytics & Automation to help CIOs and Service Providers improve IT Operations. Read more about Symphony SUMMIT

C2 ATOM  

11
All-in-one service desk software
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing. Read more about C2 ATOM
All-in-one service desk software
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing. Read more about C2 ATOM
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IT Service Management (ITSM) Category Leaders Q1 2019

GetApp's quarterly ranking showcases the leading 10-15 IT Service Management (ITSM) apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileFunctionalitySecurity
88
88
Reviews 17/20
Integrations 18/20
Mobile 19/20
Functionality 19/20
Security 15/20
66
66
Reviews 17/20
Integrations 15/20
Mobile 20/20
Functionality 14/20
Security -/20
64
64
Reviews 17/20
Integrations 13/20
Mobile 17/20
Functionality 17/20
Security -/20
62
62
Reviews 15/20
Integrations 14/20
Mobile 18/20
Functionality 15/20
Security -/20
57
57
Reviews 13/20
Integrations 13/20
Mobile 18/20
Functionality 13/20
Security -/20
55
55
Reviews 16/20
Integrations 5/20
Mobile 18/20
Functionality 16/20
Security -/20
53
53
Reviews 12/20
Integrations 0/20
Mobile 15/20
Functionality 13/20
Security 13/20
52
52
Reviews 15/20
Integrations 6/20
Mobile 17/20
Functionality 14/20
Security -/20
51
51
Reviews 12/20
Integrations 8/20
Mobile 18/20
Functionality 13/20
Security -/20
30
30
Reviews 10/20
Integrations 2/20
Mobile 4/20
Functionality 14/20
Security -/20
24
24
Reviews 12/20
Integrations 0/20
Mobile 0/20
Functionality 12/20
Security -/20

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews *

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms *

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.