App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

Software categories Blog & research About us

GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.

Our commitment

Independent research methodology

Our researchers use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.

Learn more

Verified user reviews

GetApp maintains a proprietary database of millions of in-depth, verified user reviews across thousands of products in hundreds of software categories. Our data scientists apply advanced modeling techniques to identify key insights about products based on those reviews. We may also share aggregated ratings and select excerpts from those reviews throughout our site.

Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

Learn more

How GetApp ensures transparency

GetApp lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. GetApp is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website.

Learn more

ITSM Software with Knowledge Base Management (2026)

Last updated: February 2026

Get free expert advice+1 (888) 216-6745

Call now for a one-to-one consultation in under 15 mins.

Why is knowledge base management important for ITSM software users?

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

Knowledge base management centralizes information, streamlines solution sharing, and accelerates problem resolution. It enhances service quality, allows easy article creation and access, and supports both operators and end users effectively. Of the 35 reviewers who rated knowledge base management, 86% rated this feature as important or highly important.

Key features of ITSM software based on insights from 477 verified reviews

Support Ticket Management: Users value customizable workflows, automation, and clear dashboards for efficient ticket handling and tracking. 97% of reviewers rated this feature as important or highly important.
Incident Management: Reviewers highlight efficient incident tracking, customizable layouts, and strong reporting capabilities. 94% of reviewers rated this feature as important or highly important.
Alerts/Notifications: Users appreciate customizable alerts and notifications that keep teams informed and responsive. 94% of reviewers rated this feature as important or highly important.
Service Level Agreement (SLA) Management: Reviewers note the importance of automated escalation, detailed tracking, and customizable SLAs. 87% of reviewers rated this feature as important or highly important.
Change Management: Users find customizable workflows, approval processes, and historical logs beneficial for change tracking. 85% of reviewers rated this feature as important or highly important.
Problem Management: Reviewers emphasize the ability to track recurring issues, integrate with other ITSM processes, and automate problem resolution. 84% of reviewers rated this feature as important or highly important.