Which is the best ITSM tool?

Applications & PlatformsService Desk

ServiceNow44%

SysAid15%

Manage Engine Service Desk Plus12%

Atlasian Jira Service Desk12%

FreshDesk6%

SolarWinds3%

Zendesk4%

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Senior Information Security Manager in Softwarea year ago

Asking what software/hardware product is the best is akin to going to a pharmacy and asking: what’s the best drug here? 

 

It completely depends on what your problem is, and your needs are.

CTO in Software4 years ago

Another somewhat ambiguous question. Best for what or in what sense? I have selected ServiceNow as it's definitely one of those trending the most and for a good reason (e.g. business model, partners, acquisition strategy, features, integrations, roadmap, etc.), but many other solutions on and off the list can deliver a solid ITSM feature set. For example, I have personal and very positive experience with Manage Engine SDP and FreshDesk.

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no title4 years ago

These kind of questions frustrate me - the response ends up being a laundry list of tools based on popularity. <br><br>There is so much that goes into &#34;best&#34;, including the problem you are trying to solve at any one time. <br><br>And Best for me may not be Best for you.

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no title3 years ago

My guess is that an ambiguous question allows everyone to use their own criteria. With that as a given, when one comes out on top, it has won based on a wide, but admittedly unseen range of criteria. 

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Director, Information Security in Software6 years ago

Of course I would say Cherwell.

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Senior IT Executive in Education6 years ago

But really, Cherwell.

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no title6 years ago

Anthony, thank you!

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Which is the best ITSM tool? | Gartner Peer Community