Service request management software is essential for IT managers to efficiently handle user requests and streamline operations. In this article, we'll walk you through the top 11 service request management software that you can consider while choosing the suitable solution.
Selecting the right service request management software is a major challenge. With so many options available, finding the one that perfectly fits your organization’s needs can feel overwhelming. Making the wrong choice can lead to inefficiencies, increased costs, and frustration for both your team and the users.
The key to overcoming this challenge is to choose a solution that aligns with your organization’s specific needs and workflows. We will help you explore the top service request management software along with their features. It will help you make informed decisions while choosing the suitable solution for your organization.
But before exploring the list, let’s know more about service request management software.
Benefits Of Service Request Management Software
Service Request Management Software (SRMS) offers numerous benefits to organizations across various industries. Here are some key advantages:
Efficient Workflow Management: SRMS streamlines service request management by providing a centralized platform for users to submit, track, and resolve requests. This improves efficiency by reducing manual tasks and automating workflow processes.
Enhanced Communication: SRMS improves communication between requesters, service providers, and stakeholders. It provides a structured channel for communication, ensuring that all parties are informed about the status of requests, updates, and resolutions in real time.
Improved Service Quality: By streamlining service request handling and providing tools for prioritization and escalation, SRMS helps organizations deliver faster and more effective responses to requests. This leads to improved service quality and customer satisfaction.
Better Resource Allocation: SRMS allows organizations to allocate resources more effectively by providing insights into request volumes, types, and patterns. This helps in better planning and allocation of manpower, equipment, and other resources to meet demand efficiently.
Data-driven Decision Making: SRMS generates valuable data and insights into service request metrics, such as response times, resolution rates, and common issues. Organizations can leverage this data to identify trends and areas for improvement and make data-driven decisions to optimize service delivery processes.
Increased Accountability and Transparency: With SRMS, there is increased accountability as all service requests are logged and tracked within the system. This promotes transparency as stakeholders can easily access information about the status of their requests and track progress throughout the resolution process.
Cost Savings: By streamlining processes, improving efficiency, and reducing manual efforts, SRMS helps organizations save costs associated with service request management. It minimizes the need for paper-based processes, reduces administrative overhead, and prevents costly errors or delays in handling requests.
Compliance and Audit Trail: SRMS provides a comprehensive audit trail of all service requests, actions taken, and resolutions achieved. This helps organizations demonstrate compliance with regulatory requirements and internal policies and facilitate audits and investigations if needed.
Scalability and Flexibility: SRMS solutions are often scalable and flexible, allowing organizations to adapt to changing business needs and scale their service request management processes as they grow. Whether adding new users, accommodating increased request volumes, or expanding to new service areas, SRMS can easily scale to meet evolving requirements.
Integration Capabilities: Many SRMS platforms offer integration with other business systems, such as CRM (Customer Relationship Management), ERP (Enterprise Resource Planning), and ITSM (IT Service Management) tools. This enables seamless data exchange and collaboration across different departments, enhancing overall organizational efficiency and effectiveness.
In conclusion, Service Request Management Software offers a wide range of benefits, including improved efficiency, communication, service quality, resource allocation, data-driven decision-making, accountability, cost savings, compliance, scalability, flexibility, and integration capabilities. By leveraging SRMS effectively, organizations can streamline their service request management processes, enhance customer satisfaction, and drive overall operational excellence.
Now that you know the benefits of service request management tools, you might be wondering how to choose one. Here's how.
How To Choose An Ideal Service Request Management Software?
Choosing the right Service Request Management Software (SRMS) for your organization is crucial for optimizing service delivery, enhancing customer satisfaction, and improving overall efficiency. Here are some key factors to consider when selecting an ideal SRMS:
Identify Your Requirements: Begin by clearly defining your organization's specific needs and objectives for service request management. Consider factors such as the volume and complexity of service requests, desired features and functionalities, integration requirements with existing systems, scalability, budget constraints, and any regulatory compliance considerations.
Feature Set: Evaluate the features and capabilities offered by different SRMS solutions and prioritize those that align with your organization's requirements. Common features to look for include request submission and tracking, workflow automation, communication tools (e.g., notifications, alerts), knowledge base management, reporting and analytics, integration options, and mobile accessibility.
User-Friendly Interface: Choose an SRMS platform with an intuitive and user-friendly interface that makes it easy for both requesters and service providers to navigate, submit requests, track progress, and access relevant information. A well-designed interface can enhance user adoption and productivity.
Customization and Flexibility: Look for an SRMS solution that offers customization options to tailor the system to your organization's unique processes, workflows, and branding requirements. Flexibility in configuration and customization ensures that the SRMS can adapt to your evolving needs and preferences over time.
Scalability: Consider the scalability of the SRMS solution to accommodate your organization's growth and increasing service request volumes. Ensure that the software can handle expanding user bases, additional service offerings, and growing data loads without compromising performance or usability.
Integration Capabilities: Assess the integration capabilities of the SRMS with other business systems and tools used within your organization, such as CRM, ERP, ITSM, or project management software. Seamless integration facilitates data exchange, process automation, and collaboration across different departments, enhancing overall efficiency and effectiveness.
Security and Compliance: Prioritize security features and compliance capabilities to safeguard sensitive data and ensure regulatory compliance (e.g., GDPR, HIPAA, PCI-DSS). Look for SRMS solutions that offer robust security measures such as data encryption, access controls, audit trails, and compliance reporting.
Vendor Reputation and Support: Research the reputation and track record of SRMS vendors in terms of reliability, customer satisfaction, and ongoing support services. Evaluate factors such as vendor experience, customer reviews and testimonials, service level agreements (SLAs), training and implementation support, and availability of technical assistance.
Cost Considerations: Assess the total cost of ownership (TCO) of the SRMS solution, including upfront licensing or subscription fees, implementation costs, ongoing maintenance and support expenses, and any additional fees for customization, integrations, or upgrades. Compare pricing models and consider factors such as ROI, value for money, and long-term sustainability.
Trial and Evaluation: Take advantage of free trials, demos, or pilot projects offered by SRMS vendors to evaluate the software firsthand and assess its suitability for your organization's needs. Involve key stakeholders, such as IT professionals, service managers, end-users, and decision-makers, in the evaluation process to gather feedback and insights from diverse perspectives.
By considering these key factors and conducting thorough research and evaluation, you can choose an ideal Service Request Management Software that aligns with your organization's goals, requirements, and priorities, ultimately driving operational excellence and enhancing customer satisfaction.
Now that you know how to choose a suitable SRM platform, let's explore different service request management software options.
List Of Top 11 Service Request Management Software
Below we've curated a list of 11 best service request management software. These solutions will help streamline your service request service while enhancing employee overall experience.
1. Zluri
Zluri offers an access management solution that simplifies access request management. It provides your team with complete visibility into pending requests, recently raised requests, requests which have been approved, and the request status (whether the request is completed, still pending, or denied). This visibility enables them to effectively manage, organize and prioritize requests which makes the approval process faster and saves a significant amount of time.
How does it do that? Zluri’s access management integrates with Slack, offering your team with real-time access request notifications. So whenever an employee raises or submits a request, IT teams receive immediate notification on Slack.
Furthermore, the app access requests details (who has requested for what apps and for how long) appears in IT team’s Slack channel and also in Zluri's access request dashboard under pending requests. But how to approve the request?
Here are the steps to approve access requests:
Step1: Click on the application module (let's take Zoom as an example)and then click on the automation
Step 2: Under automation, you will find an option for provisioning, where you can create a playbook for auto provisioning (to grant access to Zoom).
Step 3: You need to set the actions (invite user, assign license). These actions will automatically run when you click on approve.
Step 4: You can also set automation rules. This option is available under "access request." With this feature, you can create triggers by filling in when and then conditions to run certain actions.
One additional step under this is to select app approvers (app owner or department head).
Step 5: At last, you need to go back to Slack and click on approve, and the provisioning playbook or automated actions will run.
Then, the employee will be notified that their request has been approved.
Compete View Of All The Access Requests Raised
Zluri’s access management centralizes all access requests raised by employees, providing your team with complete request details in one convenient location. This helps your team to prioritize which app requests need to be approved first.
Not only that, to provide your team with more detailed view, Zluri’s access management categorizes requests into two subsections: pending and completed.
In the pending section, your IT team can easily identify which applications are awaiting approval, while the completed section displays all approved requests.
This way they dont have to go back and forth through different screens to find out which requests are pending and which are completed, saving time and improving efficiency. Also this minimizes the chances of missing out on approving requests.
Additionally, audit trails allow for tracking of actions taken, providing visibility into all details.
What are you waiting for? Book a demo now to witness how Zluri's advanced capabilities simplify your service management process.
Features
Auto-assign Licenses: Upon approval of access requests, Zluri’s access review automatically assigns the licenses of requested applications to the employees. This saves your team time as they no longer need to manually assign license for individual applications.
App requisition: Zluri’s access management offers an intuitive dashboard for app requisitions, allowing your team to view all the tickets at a single location. This helps in determining which tickets need to be resolved on a priority basis. Also which tickets still need to be assigned to the concerned IT support team, allowing you to streamline the ticket management process.
![App requisition]()
Automated request approval rules: Your team can create triggers (when and then conditions) to automate request approval actions. For instance, your team can set automated rules for when a new employee from the finance department joins the organization and grant them access to SpendFlo.
Customer Rating
G2: 4.8/5
Capterra: 4.9/5
2. SolarWind Service Desk
SolarWinds Service Desk stands out as a prominent service request management solution renowned for its automated ticket assignment feature. This functionality streamlines the ticket routing process by implementing predefined rules that allocate incoming tickets or service requests to the relevant teams. By considering criteria such as categories, keywords, and requesters, the system ensures efficient ticket distribution, expediting the resolution process.
Features
Automated Ticket Assignment: SolarWinds Service Desk facilitates the automatic allocation of tickets to designated teams, minimizing manual intervention and accelerating response times.
Alert Rules: The platform empowers IT teams to establish alert rules, enabling prompt action in response to critical events impacting the organization. By automating alerts, teams can maintain focus on efficient ticket resolution while proactively mitigating potential issues.
Machine Learning-driven Categorization: Leveraging machine learning capabilities, SolarWinds Service Desk automates the categorization of tickets. This assists both employees and IT teams in accurately selecting the appropriate category and subcategory, thereby enhancing efficiency and reducing response times.
By harnessing artificial intelligence (AI), the system enables automatic ticket classification, routing, prioritization, and escalation, ensuring swift and effective resolution by the relevant teams.
Customer Rating
G2: 4.4/5
Capterra: 4.6/5
3. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus provides a comprehensive array of service request management features, proactive automation, and customizable workflows, significantly expediting the ticket resolution process. Additionally, its IT project management capabilities empower IT teams to efficiently plan, organize, and assign tasks for all projects. This includes associating projects with changes and problems and assigning them to designated teams or individuals, thereby augmenting IT service delivery effectiveness.
Moreover, ServiceDesk Plus offers service catalogs showcasing all technology-related services provided by organizations. This feature enhances visibility and accessibility for users, facilitating streamlined access to available services and resources.
Features
Service Request Management: ServiceDesk Plus offers a robust platform for managing service requests, equipped with proactive automation and customizable workflows. This empowers organizations to streamline ticket-handling processes and ensure swift resolution.
IT Project Management: With ServiceDesk Plus's integrated IT project management module, IT teams gain the ability to efficiently plan, organize, and assign tasks for all projects. Projects can be associated with changes and problems, allowing for seamless coordination and enhanced service delivery.
Service Catalogs: ServiceDesk Plus provides comprehensive service catalogs showcasing all technology-related services offered by organizations. This feature enables users to easily access and request the services they need, promoting efficiency and transparency.
Customer Rating
G2: 4.2/5
Capterra: 4.4/5
4. Jira Service Management
Jira Service Management offers a comprehensive service request management solution tailored to enable IT teams to efficiently handle service requests, incidents, changes, and endpoint management processes. Its seamless integration with other Atlassian tools, including Jira Software and Confluence, fosters enhanced collaboration and streamlined workflows across different departments, empowering teams with contextual data for informed decision-making.
Features
Service Request and Incident Management: Jira Service Management equips teams with the capability to monitor and prioritize service requests and incidents effectively, ensuring that critical issues are addressed promptly. This proactive approach helps maintain service quality and minimize disruptions.
Integration with Atlassian Tools: By integrating seamlessly with Atlassian's suite of tools, such as Jira Software and Confluence, Jira Service Management facilitates enhanced collaboration and workflow management. Teams can leverage these integrations to share information, track progress, and coordinate tasks efficiently, thereby improving overall productivity.
Efficient Tools: The software provides teams with efficient tools, including bulk actions and intelligent grouping powered by machine learning. These features enable faster resolution of similar requests, optimizing resource utilization and enhancing overall efficiency.
Customer Rating
G2: 4.2/5
Capterra: 4.5/5
5. ServiceNow ITSM
ServiceNow ITSM empowers IT teams with customizable templates designed to swiftly and effectively address common employee inquiries. This service request management software incorporates advanced tools like AI-assisted ticket assignments, enhancing team efficiency and response times.
Features
Customizable Templates: ServiceNow ITSM provides IT teams with customizable templates tailored to address the most common employee queries efficiently. These templates streamline response processes, ensuring timely and accurate resolution.
AI-Assisted Ticket Assignments: Leveraging artificial intelligence, ServiceNow ITSM offers AI-assisted ticket assignments for support requests. This intelligent feature optimizes ticket routing, improving team efficiency and enabling faster resolution of issues.
Self-Service Capabilities: ServiceNow ITSM enhances employee experience with self-service capabilities and virtual assistants (chatbots). This empowers employees to receive timely responses to their inquiries, reducing dependency on manual support channels.
Seamless Integration: ServiceNow ITSM seamlessly integrates with other systems such as Active Directory and CMDB. This integration enhances the flow of information across systems, reducing errors and improving overall operational efficiency.
Customer Rating
G2: 4.3/5
Capterra: 4.5/5
6. SysAid
SysAid's ITSM stands out as a prominent service request management solution. It encompasses change, problem, and request management features that enable IT teams to deliver exceptional service support. By consolidating these functionalities into a single platform, SysAid streamlines and automates the entire process of managing IT services, thereby freeing up valuable time for IT teams to focus on critical tasks.
Features
Comprehensive Service Management: SysAid's ITSM offers a comprehensive suite of service management features, including change, problem, and request management. These functionalities empower IT teams to efficiently address service-related issues and deliver exceptional support to users.
Single Dashboard Overview: The platform provides IT teams with a centralized dashboard that displays all open tickets, allowing them to quickly assess the nature of each problem or request. This facilitates informed decision-making regarding the allocation of resources and enables teams to prioritize tasks effectively.
AI-Powered Ticket Management: SysAid's ITSM leverages artificial intelligence to assist IT teams in categorizing, prioritizing, and assigning tickets. This intelligent automation accelerates the resolution process by streamlining ticket management workflows and optimizing resource allocation.
Customer Rating
G2: 4.5/5
Capterra: 4.5/5
7. HappyFox
HappyFox’s Service Desk offers a streamlined service request management solution designed to simplify and enhance request handling processes. Automating these workflows mitigates the risks associated with manual request management, such as lost requests, delays, and errors.
Features
Simplified Request Management: HappyFox's Service Desk simplifies the management of service requests, minimizing the risk of errors and delays. Automating key processes ensures requests are promptly addressed and efficiently resolved.
User-Friendly Interface: The service request management software provides a user-friendly interface, enabling employees to seamlessly submit service requests from any device. This accessibility enhances user experience and promotes adoption across the organization.
Performance Analytics: HappyFox's Service Desk offers valuable insights through performance analytics, providing a comprehensive view of request trends, identifying bottlenecks, and measuring team performance. This data-driven approach facilitates continuous improvement in service delivery.
Automated Routing and Assignment: The platform's automated routing and assignment feature ensures requests are promptly directed to the appropriate team or individual for efficient resolution. This streamlines workflows and optimizes resource allocation.
Real-Time Tracking: HappyFox's Service Desk enhances transparency and accountability with real-time tracking capabilities. Stakeholders can monitor request progress in real-time, reducing the need for follow-up queries and enhancing overall efficiency.
Customer Rating
G2: 4.5/5
Capterra: 4.6/5
8. InvGate Service Desk
InvGate Service Desk offers a robust service request management solution designed to empower support teams to deliver exceptional service through its intuitive ticketing system, workflow automation, and ITIL-verified capabilities. With InvGate, IT teams are equipped with a powerful tool that enables them to focus on core priorities effectively.
Features
Intuitive Ticketing System: InvGate's ticket management solution allows IT teams to organize work based on priority, SLAs, and urgency. This eliminates bottlenecks and simplifies actions with one-click solutions, ensuring efficient issue resolution and optimal resource utilization.
Comprehensive Visibility: InvGate provides IT teams with full visibility into ticket changes, linked requests, and configuration items. This enables them to make informed decisions, access a comprehensive knowledge base, manage ticket tasks, and involve watchers and approvers effortlessly.
Priority-based Organization: IT teams can organize work based on priority, SLAs, and urgency, ensuring that critical issues are addressed promptly and efficiently.
Comprehensive Knowledge Base: InvGate's service desk includes a comprehensive knowledge base, enabling IT teams to access relevant information and resources to resolve issues effectively.
Workflow Automation: The platform offers workflow automation capabilities, streamlining repetitive tasks and processes to improve efficiency and productivity.
Customer Rating
G2: 4.7/5
Capterra: 4.6/5
9. DevRev
DevRev stands out as a notable service request management solution that revolutionizes support operations through advanced automation and intelligent ticket management. Powered by self-learning GPT technology, DevRev automates support conversations, empowering IT teams to resolve tickets quickly and efficiently.
Features
Advanced Automation: DevRev harnesses the power of self-learning GPT technology to automate support conversations, enabling IT teams to handle tickets more efficiently and expedite issue resolution.
SLA Compliance: DevRev is committed to delivering excellent service by ensuring SLAs are never missed. Through seamless collaboration with engineering via a shared inbox, setting warning targets, and implementing proactive measures, DevRev prevents breaches and ensures that service level agreements are consistently met.
Intelligent Ticket Assignment: DevRev streamlines ticket handling by employing advanced criteria beyond priority and agent skills for automatic ticket assignment. This approach optimizes resource allocation and facilitates faster issue resolution.
Built-in Analytics and CSAT Survey: DevRev provides built-in analytics and CSAT (Customer Satisfaction) survey capabilities, allowing IT teams to track support performance, gather actionable insights, and continuously enhance employee satisfaction levels.
Customer Rating
G2: 4.7/5
Capterra: 5/5
10. Zoho Desk
Zoho Desk's ITSM offers a comprehensive suite of essential features designed to empower IT teams to deliver exceptional support across multiple channels. With impressive integration capabilities at an affordable cost, this service request management software enables organizations to optimize their support operations effectively.
Features
Extensive Integration Capabilities: Zoho Desk's ITSM seamlessly integrates with various tools and platforms, allowing organizations to streamline their support processes and enhance operational efficiency.
Optimized Ticket Management System: Zoho Desk's key strength lies in its ability to optimize the ticket management system, facilitating streamlined tracking and handling of requests across different channels, brands, products, and departments.
Multi-Channel Support: Zoho Desk's cloud-based service desk supports interactions through email, phone, live chat, social media, feedback widgets, web forms, and self-service portals, providing flexibility and convenience for users.
AI-Driven Assistance: Zoho Desk's AI-driven assistant, Zia, proactively prioritizes and categorizes incoming requests or support tickets. Automated ticket routing allows urgent tickets to be easily identified and assigned to the appropriate agents for quicker resolution.
Tagging System: The software assists IT teams in adding tags to each ticket, simplifying the process of categorization for troubleshooting and analysis purposes. This feature enhances organization and facilitates efficient ticket management.
Customer Rating
G2: 4.4/5
Capterra: 4.5/5
11. OneDesk
OneDesk is a comprehensive service request management software designed to effectively manage all types of service requests. Its tickets application offers clear visibility into the status of active requests, enabling users to effortlessly monitor the progress of work. Additionally, OneDesk's seamless email integration automatically logs requests sent via email, ensuring that all communication related to the request is captured within the system as conversations. This integration maintains a cohesive link between conversation context and underlying work, facilitating efficient tracking and documentation.
Upon completion of a ticket and its transition to a "Resolved" status, OneDesk can automatically send notifications to the requester, providing updates on the status of the service request.
Features
Custom Statuses: OneDesk provides IT teams with the flexibility to create custom statuses that depict distinct stages in a project request's life cycle. This feature offers clarity regarding the status of project requests, enabling teams to track progress effectively and make informed decisions.
Customer Rating
G2: 4.3/5
Capterra: 4.3/5
Choose The Best Fit For Your Organization
After exploring the top 11 Service Request Management software options, it becomes evident how these tools are instrumental in revolutionizing the way teams handle service-related tasks. In today's fast-paced environment, where efficiency, speed, and employee satisfaction are paramount, Service Request Management solutions emerge as indispensable assets.
These software solutions simplify the intricate process of managing service requests by offering features such as organized ticket systems, intelligent automation, and insightful analytics. Designed to be user-friendly and adaptable, they cater to the diverse needs of businesses across various industries.
Moreover, Service Request Management tools serve as dependable allies for businesses, streamlining operations and ensuring prompt and effective responses to service requests. As technology continues to advance, these tools are expected to evolve, providing even more innovative solutions to meet the ever-changing demands of modern businesses.
Whether for small businesses or large enterprises, the importance of Service Request Management software remains central to enhancing overall operational efficiency and delivering top-notch support services.
