IT service desk suites: The features users love and hate

Enterprise IT managers describe the best and worst features of four leading IT service management suites: ServiceNow, Zendesk, CA Service Desk Manager and BMC Remedy

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IT service management (ITSM) tools typically focus on serving the needs of internal customers and solving their IT problems. Enterprise IT managers say the most important criteria to consider when choosing an ITSM vendor include customizable workflow automation, a system for creating trouble tickets and escalation mechanisms.

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Four of the top ITSM suites are ServiceNow, Zendesk, CA Service Desk Manager and BMC Remedy, according to online reviews by enterprise users in the IT Central Station community.

But what do enterprise users really think about these tools? Here, users give a shout out for some of their favorite features, but also give the vendors a little tough love.

Editor’s note: These reviews of select ITSM tools come from the IT Central Station community. They are the opinions of the users and are based on their own experiences.

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