Hey everyone! I'm currently exploring IT Service Management (ITSM) solutions for my new company, and I'd love your insights. We'll kick off with 4 agents, but we plan to scale up, possibly including other departments like HR and Payroll along the way. We're a private equity firm managing 12 businesses and we're growing, with around 700 employees at the moment.
I have experience with FreshService and really like it, but I'm also considering other options. From my research on Gartner and Reddit, I've narrowed it down to:
- FreshService
- Halo ITSM
- InvGate Service Management
- TOPdesk
- EasyVista
- Jira Service Management (not sure about this one)
I'd appreciate any comparisons or suggestions you might have. Am I missing a standout option?
5 Answers
All these options are solid, but the traditional ITSM solutions usually require a lot of configuration. If you're looking for something more modern, you might want to check out Siit ITSM, which can cater to both IT and non-IT needs, making it easier for users to adopt.
I think Halo ITSM is currently a market leader. They’re really popular right now and I’ve heard good things about them. We're planning to reach out to them to see how they compare with FreshService!
Yeah, they're getting a lot of buzz! I'm definitely interested in their pitch.
I recently chose InvGate because of the fantastic integration between their IT Asset Management (ITAM) and ITSM systems, plus it’s one of the cheaper options on your list. The onboarding team has been phenomenal, and they're the only company I've seen offering custom solutions for importing tickets from legacy systems. The ITAM+ITSM combo is the game-changer since many SMB tools just tack on asset management poorly, but InvGate has developed them side-by-side from the start. Also, they're one of the few that offer software metering, which is pretty uncommon these days.
Thanks! I've seen a lot of praise for InvGate. It does look interesting.
We’re using FreshService right now and I strongly recommend it. I used TOPdesk a long time ago and it really struggled with ticket volume, so I hope they’ve improved since then!
That's interesting, maybe they have made progress in recent years!
I have about 9 years of experience with Freshdesk/FreshService and I’ve always recommended it. Sadly, I’m using ServiceNow now, which works too but I really miss using FreshService. It’s been pretty reliable for me with just a few minor gripes.
I've also used FreshService Pro for 3 years, and I had no major issues! A couple of small nitpicks, though. I'm also curious to see how the top platforms compare in my upcoming review.
Thanks for the tip! Which ones have you actually tried?