IT Service Management (ITSM) Software with Status Reporting

Personalize your search in 2 clicks

1. Select your company size2. Select your industry type
just me
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
11 apps
1
Filters

ConnectWise Manage   

157
Business management platform for the IT industry
ConnectWise Manage automation gives you the power to implement processes that help make sure your team is working as efficiently as possible. Read more about ConnectWise Manage
Business management platform for the IT industry
ConnectWise Manage automation gives you the power to implement processes that help make sure your team is working as efficiently as possible. Read more about ConnectWise Manage

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

Wrike   

1,423
Manage your projects from start to finish with Wrike
Wrike is a collaboration & project management tool that helps users manage projects from start to finish, providing full visibility and control over tasks. Read more about Wrike
Manage your projects from start to finish with Wrike
Wrike is a collaboration & project management tool that helps users manage projects from start to finish, providing full visibility and control over tasks. Read more about Wrike

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

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

HappyFox  

71
Helpdesk, customer support software
HappyFox is a cloud based help desk and customer support software. The ticket support system lets you solve customers' issues , fastening your customer support workflow. It also has built-in knowledge base, community forum and end-user support portal. Read more about HappyFox Liked by a cross section of small, medium and large businesses for its ease of use, HappyFox pricing and feature set just are perfect for your business. Quick Facts - Supports email, voice, chat, social media and mobile channels - Works on your iOS, Android and Windows mobile devices - Integrated with some great cloud apps like Salesforce, Twilio, HappyFox Chat & Olark live chat, Freshbooks accounting, Batchbook, Highrise & Zoho CRM - Social media integration with Facebook - Over 35 languages supported - Pricing starts at $29/mo/agent - 30-day Free Trial
Helpdesk, customer support software
HappyFox is a cloud based help desk and customer support software. The ticket support system lets you solve customers' issues , fastening your customer support workflow. It also has built-in knowledge base, community forum and end-user support portal. Read more about HappyFox Liked by a cross section of small, medium and large businesses for its ease of use, HappyFox pricing and feature set just are perfect for your business. Quick Facts - Supports email, voice, chat, social media and mobile channels - Works on your iOS, Android and Windows mobile devices - Integrated with some great cloud apps like Salesforce, Twilio, HappyFox Chat & Olark live chat, Freshbooks accounting, Batchbook, Highrise & Zoho CRM - Social media integration with Facebook - Over 35 languages supported - Pricing starts at $29/mo/agent - 30-day Free Trial

Kayako  

150
Unified customer service platform
Kayako - ITSM Software made personal and simple with a unified customer service platform that helps you build closer relationships. Read more about Kayako
Unified customer service platform
Kayako - ITSM Software made personal and simple with a unified customer service platform that helps you build closer relationships. Read more about Kayako

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.

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

BigPanda  

0
Autonomous Operations- Intelligent Automation for IT Ops
BigPanda (bigpanda.io) Autonomous Operations platform helps IT Ops, NOC & DevOps teams detect, investigate and resolve IT incidents faster and more easily than ever before. Read more about BigPanda
Autonomous Operations- Intelligent Automation for IT Ops
BigPanda (bigpanda.io) Autonomous Operations platform helps IT Ops, NOC & DevOps teams detect, investigate and resolve IT incidents faster and more easily than ever before. Read more about BigPanda

IT Help Desk  

0
Customer Service & Support
With Comindware Tracker you can: Deliver more efficient IT services with carefully designed, standards-based workflow processes, workflow automation, and integrated task management Use Comindware’s graphical Workflow Builder and Form Builder to visually and interactively customize IT workflow processes to your exact needs Automate and strea… Read more about IT Help Deskmline handling of IT help desk requests with automated request routing, prioritization, and escalation Track issues and automatically generate tasks for each step of the workflow process via exclusive ConnectStep™ technology Track processing of each request and view its complete history Resolve issues more efficiently with integrated collaboration features Manage inventory, catalogs, supplier lists, and an internal knowledgebase Access real-time status reports, reporting dashboards, and advanced analytics to measure and monitor IT help desk act
Customer Service & Support
With Comindware Tracker you can: Deliver more efficient IT services with carefully designed, standards-based workflow processes, workflow automation, and integrated task management Use Comindware’s graphical Workflow Builder and Form Builder to visually and interactively customize IT workflow processes to your exact needs Automate and strea… Read more about IT Help Deskmline handling of IT help desk requests with automated request routing, prioritization, and escalation Track issues and automatically generate tasks for each step of the workflow process via exclusive ConnectStep™ technology Track processing of each request and view its complete history Resolve issues more efficiently with integrated collaboration features Manage inventory, catalogs, supplier lists, and an internal knowledgebase Access real-time status reports, reporting dashboards, and advanced analytics to measure and monitor IT help desk act
Filter by
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.