I'm currently working on a project focused on IT Service Management (ITSM) tools. At the same time, I'm helping a mid-sized company with their internal IT operations part-time. Their existing help desk setup is pretty outdated, so I'm on the lookout for modern tools that would be suitable for teams ranging from 100 to 500 employees. Any recommendations would be greatly appreciated!
5 Answers
I personally really like Jitbit for its straightforward approach.
Don’t just focus on the number of employees; consider how many people are in IT. A more modern tool like Atera or NinjaOne could be really beneficial. These platforms offer a broad range of functionalities beyond just ticketing, like asset management and patching, giving you vital operational insights all in one place.
I'm not entirely sure how well this will fit your needs, but check out gorelo.io. It's an all-in-one platform that includes Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and document management. Works great for us with around 500 users, but it might be more than what you're looking for.
For a team of that size, I recommend looking at modern systems rather than traditional ITSM tools. I've seen that Siit works well for mid-sized organizations; it's user-friendly and has automation features to help the IT team avoid getting bogged down by repetitive tasks. It could also be a great example for your project!
You might want to consider Freshservice or Jira Service Management. Both are scalable and reasonably priced for that number of employees. If you're after something simpler, osTicket is a solid open-source option that's free, easy to set up, and gets the job done.
Thanks for the suggestion! I'll definitely look into gorelo.io to see if it suits our needs.