IT Service Management (ITSM) Software with Customer History

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SolarWinds RMM   

4
Remote monitoring & management platform
SolarWinds Remote Monitoring & Management offers patch, AV and backup management, automation, service desk, lightning fast remote control, & more. Read more about SolarWinds RMM
Remote monitoring & management platform
SolarWinds Remote Monitoring & Management offers patch, AV and backup management, automation, service desk, lightning fast remote control, & more. Read more about SolarWinds RMM

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

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

HarmonyPSA   

17
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

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  

758
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!

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

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

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

bpm'online service  

1
The Omnichannel Customer Service and Support
A perfect fit for medium and large businesses struggling to automate internal and external service processes, including ITIL processes. Read more about bpm'online service
The Omnichannel Customer Service and Support
A perfect fit for medium and large businesses struggling to automate internal and external service processes, including ITIL processes. Read more about bpm'online service
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Avg. User review

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.