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IT Service Management - Midmarket (ITSM) Tools

IT Service Management - Midmarket

What is IT Service Management - Midmarket Tools?

IT Service Management (ITSM) software is a category of tools that facilitate the organization and delivery of IT and/or business services, focusing on aligning processes and services with business objectives. These tools aim to improve efficiency, reduce costs, and enhance service delivery, contributing to better business-IT alignment and continual service improvement.

Data collected from reviewers in: organizations with fewer than 5,000 employees.

Common Features

  • Integrated Knowledge Management
  • Service Catalog
  • Reporting
  • Multi-Site Functionality
  • End User Self Serve
  • Technician Administration
  • Integration With IT Tools
  • Multi Device Capability
  • End User Support Solutions

Top IT Service Management - Midmarket (ITSM) Tools

2024 Data Quadrant Awards

2024 Emotional Footprint Awards

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Data Quadrant Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards highlight software products that excel in terms of features, vendor capabilities, and customer relationships, earning them the highest overall rankings.

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Emotional Footprint Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards shine a spotlight on software vendors who excel in crafting and nurturing strong customer relationships.

Switch to Emotional Footprint
Products: 11
Next Award: Jan 2025

Top IT Service Management - Midmarket Tools 2024

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

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Composite Score
8.9 /10
CX Score
9.1 /10

Keep critical assets operating at maximum efficiency with Maximo and IoT

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Pros

  • Respectful
  • Reliable
  • Trustworthy
  • Caring
Badge Winner
Badge Winner
Composite Score
8.9 /10
CX Score
9.1 /10

TeamDynamix offers a combined IT Service Management / Project Portfolio Management platform with no-code administration and an underlying integration and automation layer. Supercharge ITSM with an ITIL-aligned, modern platform that offers rapid time to value, low admin overhead and the ability to easily adapt and evolve with changing requirements. Incorporate AI for faster ticket resolution. leverage Conversational AI to enhance self-service with automation, and quickly deploy for ESM. The platform offers highly configurable reporting and dashboards, a customizable self-service portal, and the ability to easily automate on/off-boarding, password resets, equipment replacement and more.

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Pros

  • Reliable
  • Trustworthy
  • Respectful
  • Fair
Badge Winner
Badge Winner
Composite Score
8.7 /10
CX Score
8.9 /10

Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast

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Pros

  • Performance Enhancing
  • Respectful
  • Trustworthy
  • Enables Productivity
Badge Winner
Badge Winner
Freshworks

Freshservice

Composite Score
8.2 /10
CX Score
8.5 /10

Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.

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Pros

  • Trustworthy
  • Efficient Service
  • Caring
  • Saves Time
Badge Winner
Badge Winner
Sherweb Inc

C2 ITSM

Composite Score
8.0 /10
CX Score
8.4 /10

With a foundation in operational best practices, C2 ITSM is an all-in-one IT service management cloud platform that’ll help your teams drive great collaboration, effective delivery and powerful automation. All that without coding—or breaking the bank.

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Pros

  • Respectful
  • Enables Productivity
  • Fair
  • Trustworthy
Badge Winner
Composite Score
7.8 /10
CX Score
8.0 /10

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.

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Pros

  • Respectful
  • Performance Enhancing
  • Trustworthy
  • Reliable
Composite Score
7.8 /10
CX Score
8.1 /10

Keep up with user requests, whether phone calls, emails, or web portal, we'll help you get ahead of the next fire drill. Setup is easier than a reboot! After all, no sense wasting a bunch of time learning how to use your help desk software. First ticket management software? No problem — work tickets in minutes and tackle issues in no time.

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Pros

  • Fair
  • Reliable
  • Enables Productivity
  • Efficient Service
Badge Winner
Badge Winner
Composite Score
7.7 /10
CX Score
8.0 /10

SolarWinds Service Desk is a cloud-based and AI-powered IT service management (ITSM) platform built to maximize productivity and accelerate resolution with lightning-fast time to value. With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.

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Pros

  • Reliable
  • Enables Productivity
  • Fair
  • Generous Negotitation
Composite Score
7.7 /10
CX Score
7.9 /10

SysAid is an IT service management (ITSM) and help desk software that integrates all the essential IT tools into one Service Desk. Available as a cloud-based or on-premises solution, its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.

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Pros

  • Respectful
  • Caring
  • Fair
  • Acts with Integrity
TOPdesk USA Inc.

TOPdesk ITSM

Composite Score
7.2 /10
CX Score
7.3 /10

TOPdesk’s ITSM software brings your IT services together in one place, so it’s easy to share knowledge, answer questions and solve problems. You’ll give agents time to spare, and customers a reason to be happy.

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Pros

  • Efficient Service
  • Effective Service
  • Reliable
  • Includes Product Enhancements
Badge Winner
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