Hi everyone! I've recently started a new position and need to find a new ITSM tool for a college in the UK. The current system we have is very outdated and not suitable for our needs. Our budget is on the lower end of five figures annually. I've used Jira in the past (both on-prem and cloud) without any major issues, but I'm not sure it's the best fit for this environment.
Here's a bit about our setup: we have around 4,000 students and 600 staff. Our IT team has 10 members, and we also have a MIS (Management Information Systems) team of about 10. We might involve our Estates/Facilities team, adding around 5 more users, giving us around 25–30 agents.
We need a tool that offers full ITSM support, covering incidents, requests, problems, and changes. It should also be easy to use and maintain, with good reporting capabilities for management. Features like AI for trend analysis and categorization, support for multiple departments, CMDB for asset management, a knowledge base, SLA management, and solid customer support are also important.
I've narrowed my options down to Freshservice and HaloITSM and am currently trying to schedule demos with them. However, I'm curious to know if there are other ITSM solutions worth considering at our scale. Thanks in advance for any advice!
5 Answers
You should look at adding Xurrent to your list; it seems to check all your requirements. Also, consulting analyst reports can really help differentiate between ITSM solutions. Make sure to refine your list of needs to streamline your assessment for each option.
I had to source a new ITSM tool from scratch a while back, and we settled on Freshservice with great feedback from users. We hardly heard any complaints, which was a good sign!
Freshservice has some awesome workflow automation features. Missing that ticketing portal!
Have you considered GLPI? It's significantly cheaper than many other options out there.
Absolutely, I second that! GLPI is really powerful.
Sounds like you're on the right track! Focusing on ease of use and reporting will really help you find what's best for your team.
I used Freshservice years ago for a 4000-student university, and it was a great fit for the price. If you're too small for ServiceNow, Freshservice is a solid option.