The Best Alternatives to Aisera for IT Service Desk Management 2024

Aisera stands out in the IT service desk management sector with its AI-driven automation and user-friendly interface. It's known for speeding up response times, handling queries efficiently, and reducing overall workload with its advanced automation capabilities. These features have made Aisera a go-to solution for businesses looking to enhance their IT support efficiency and user satisfaction.

However, while Aisera excels in many areas, there may be better fits for some organizations. Some businesses might find their customization options limited or seek specific functionalities not fully covered by Aisera. Budget constraints or integration requirements with existing systems can also lead companies to explore other solutions. 

Recognizing these factors, let us consider some of the best Aisera alternatives in 2024. 

Top 5 Aisera Alternatives to Consider 

1. Rezolve.ai

Rezolve.ai is a modern AITSM solution powered by Generative AI and automation that works within Microsoft Teams. It's perfect for businesses aiming to provide quick and personalized help to their employees. Advanced GenAI-led automation can resolve employee issues within 10-15 seconds. It's a great alternative to traditional help desks and chatbot-based ticketing systems.
It auto-resolves up to 65% of employee queries using documented knowledge, task and process orchestration, real-time notifications, and live-agent personalized chat. Rezolve is aimed at midsize to enterprise-level organizations. 

Key Features 
‍

• GenAI-powered service desk: Employees can chat with a GenAI Sidekick chatbot on MS Teams instead of using emails or calls. They can ask questions, find company policies, get help with software installation, and more—all within the Teams chat. This makes it easier and quicker for employees to access information and assistance.
• Modern dashboards and reporting: Rezolve.ai has a modern dashboard that shows IT support agents all the important info about service delivery and service level agreements (SLAs). This helps them respond quickly and make smart decisions. 
• Desktop Automation: Rezolve.ai offers desktop automation, a feature unavailable in many other platforms, including Aisera. Traditionally, support agents access the user's computer remotely to perform tasks. Rezolve.ai changes this by automating everyday tasks like installing software, troubleshooting, cleaning cache, and setting up laptops without requiring human intervention.
• GenAI-enabled Agile Knowledge Management: Rezolve.ai’s GenAI-enabled agile knowledge management gets smarter as it learns from websites, files, and more to help employees with their questions. While Aisera has some AI features, it can't learn from SharePoint or websites like Rezolve.ai can and has a different level of basic IT knowledge integration for easy problem-solving.
• Conversational IT ticketing system: Rezolve.ai uses GenAI to create tickets upon request as per the employee, assign them to the right agent, and send updates as they progress, all within MS Teams chats. Aisera doesn't offer such tickets and general notifications on MS Teams.

Pros 

• Seamless implementation support and employee support (24x7), which ensures a smooth transition
• Integration with MS Teams simplifies the process.
• Improved agent productivity due to an agile knowledge base.
• It combines ITSM, HR service desk, and employee engagement in one platform.
• You can create tickets directly in the chat, eliminating the need for a separate user portal.

Cons 

• No portal for users to sign in and access 

Pricing 

Made available upon request to the sales team

2. Ivanti Neurons

Ivanti Neurons is a cloud-based, enterprise-capable ticketing system with service management capabilities from request capture to remediation. It's mainly used to automate routine IT tasks, which means it can do these jobs on its own without needing much human help. 

This automation is a big plus for IT teams because it lets them focus on more important tasks instead of getting bogged down by small, repetitive issues. It targets mainly midsize to large organizations and is one of the few ITSM vendors to obtain the US government's FedRAMP authorized status. 

Key Features
‍

• ITSM asset management: Organizations can efficiently manage their IT assets by enforcing policies and contracts. This feature also provides a centralized dashboard, giving you a comprehensive view of your assets, ensuring compliance, and optimizing asset usage.
• Change management: With change management capabilities, you can handle change requests seamlessly. It includes a repository for change requests, service-level management to maintain performance standards, and a change calendar for effectively planning and tracking changes.
• Incident and problem management: This feature equips IT teams with self-service tools for issue reporting and resolution. It encourages collaboration and documentation within the ITSM framework, offers subscription-based notifications, and helps in organizing and prioritizing service tickets for timely resolution.
• ITSM reports and dashboards: Utilize ITSM reports and dashboards to gain valuable insights into your IT service management processes. These tools provide data-driven visibility, enabling you to make informed decisions and continuously improve IT service delivery.

Pros

• Supports vertical industries such as government and healthcare 
• Offers several differentiating features through the native integration of its adjacent solutions, including products for unified endpoint management, vulnerability and patch management, self-healing, real-time device discovery, and DEX

Cons

• Some users find the user interface less user-friendly, particularly for those not accustomed to ITSM tools.
• Lack of a robust set of tools, templates, and guides to help customers on ITSM maturity journeys; they're forced to rely on implementation partners or Ivanti's peer support community
• Lacks ML to identify the risks associated with changes dynamically and only has out-of-the-box integrations with a small set of standard monitoring and observability tools.
• Ivanti Neurons offers only a limited number of out-of-the-box integrations with standard monitoring and observability tools, which may not suffice for businesses that use a wider range of technologies.

Pricing 

Request the sales team for a quote. A free trial is offered.

3. SysAid 

SysAid is the flagship ITSM and enterprise ticketing system of SysAid Technologies. Available as both a cloud-based and an on-premise solution, it supports asset management, rich reporting tools, and remote control. It mainly targets mid-market organizations. 

Key Features
‍

• Organizing and prioritizing service tickets: This feature efficiently sorts and ranks IT support requests, ensuring that the most critical issues are addressed first, streamlining the resolution process.
• ITSM collaboration and documentation: A platform that facilitates teamwork among IT staff, allowing for shared access to documents, knowledge bases, and ticket updates, enhancing team efficiency and communication.
• ITSM reports and dashboards: Provides comprehensive visual reports and dashboards, offering real-time insights into IT performance, ticket statuses, and overall service health, aiding in informed decision-making.
• Asset management dashboard: SysAid has a centralized dashboard to track and manage all IT assets, including hardware and software inventories, ensuring efficient asset utilization and lifecycle management.
• Service-level management: This feature helps in monitoring and managing service agreements to ensure that IT services are delivered within the promised timeframes and quality standards.

Pros

• Tip display from knowledge base enables users to see available articles when logging a change
• Enables users to set up their own workflows, ticket templates, and categories
• Offers out-of-the-box automation scripts called ABots

Cons

• Lacks advanced capabilities in change management, configuration management, multichannel engagement, and integrated AI
• Lacks out-of-the-box workflow support for LOB applications beyond IT

Pricing

Contact the sales team for a quote. A free trial is offered.

4. Tikit by Cireson

Tikit.ai by Cireson is an IT service management tool that simplifies and automates IT tasks for businesses. Its main strength lies in automating everyday IT issues, which helps free up time for IT staff to tackle more complex challenges. 

Tikit is user-friendly and integrates well with other systems, making it a versatile choice for companies using various technologies. It focuses on improving service for end-users and making IT management more efficient for teams. 

Tikit is a practical option for businesses aiming to enhance their IT services and user support. Tikit by Cireson integrates with the Microsoft ecosystem and helps businesses automate their critical business processes across MS Cloud.

Key Features 
‍

• Chat to ticket: This feature allows you to turn chats into tickets within MS Teams when employees need assistance. 
• Easy ticket creation: Tikit offers easy ticket creation from Teams chat and emails.
• M365 integration: Existing users of M365 can log in seamlessly once and assign user roles in minutes. 
• Prioritization preference for value delivery: This allows you to streamline your workday with rule-based and event-based workflows that help prioritize requests. 
• Ticket management across workspace: The seamless integration with M365 ensures you can work from anywhere—desktop, web, app, mobile, etc. 

Pros 

• Easily integrate with other software and systems, providing flexibility and seamless operation within diverse IT environments.
• Excels in automating repetitive IT tasks, which can significantly reduce the workload for IT staff and improve efficiency.
• Offers seamless customization. You can tailor the Analyst portal based on your needs. 

Cons 

• Some users might find Tikit lacking in more advanced or specialized features compared to other ITSM solutions.
• Despite its user-friendly design, new users might still face a learning curve, especially in understanding all its features and capabilities.
• Depending on the business size and needs, the pricing model of Tikit might be a concern for smaller companies or those with tighter budgets.
• While Tikit is flexible, there may be limitations in how much it can be customized to meet very specific or unique business needs.
• Some businesses might find issues with scaling Tikit as their company grows and their IT demands become more complex.

Pricing 

• Microsoft teams ticketing: Starts at $16 per agent per month with a minimum of 3 agent requirements. 
• Microsoft 365 service desk: Starts at $24 per agent per month with a minimum of 3 agent requirements.
• Microsoft 365 ITSM: Starts at $34 per agent per month with a minimum of 3 agents.

5. Jira Service Management 

Jira Service Management is a versatile tool for IT and business service management. It is designed to streamline workflows and improve collaboration. It integrates seamlessly with the broader Jira ecosystem, offering a comprehensive suite of tools for incident and change management, request management, etc. 

Key Features 
‍

• Request management: Jira service management offers a suite for request management that includes a service desk, AI-powered virtual agent, request queues, self-service portal, service level agreements (SLAs), dynamic forms, reports and metrics, and more. 
• Change management: Using this feature, you can enhance the decision-making and performance of your IT team. It helps you reference change requests, extract data CI/CD tools, automate low-risk changes, configure efficient workflows, and more. 
• Incident and problem management: This feature helps you bring your development and IT operations team together to respond and resolve incidents quickly, alert on-call management, escalate major incidents, etc. You can also group incidents and fast-track root cause analysis to find solutions to major problems. 

Pros

• Enables users to create tickets directly on the customer portal instead of calling a help desk
• Integrates well into the Atlassian suite and third-party vendors
• Allows mixing common support requests for long-term product updates and bug issues
• Excellent integration with the Jira ecosystem

Cons 

• Product gaps in multi-channel engagement and reporting
• Limited reporting to measure experience
• Improvement needed in AI and ML capabilities
• Smaller customers find account management an issue.
• Lacks desktop automation

Pricing 

• Free plan: Allows Up to 3 agents, unlimited customers, 2 GB file storage, and 100 daily email notifications.
• Standard Plan: Priced at $49.35/ agent with a monthly total of $66.15. Includes all features from the Free plan, support for up to 10,000 agents, 250 GB file storage, business hour support, and unlimited email notifications.
• Premium Plan: Priced at $22.05/ agent with a monthly total of $148.05. Includes all features from the standard plan, advanced incident management, unlimited file storage, asset and configuration management, and 24/7 support for critical issues
• Enterprise Plan: Contact sales team 

Discover the Ease of ITSM with Rezolve.ai: Your Ideal Aisera Alternative

Think about how easy it would be to talk to a GenAI-powered bot in your MS Teams, create tickets, find solutions, and access helpful articles by yourself. 

Sounds pretty convenient, doesn't it? 

While tools like Aisera are great, you might want something more tailored to your specific needs. You'll want a tool that fits smoothly into your current systems and uses advanced technology like GenAI to make your work processes more efficient and support your ITSM teams.

This is where Rezolve.ai comes in. It simplifies many of your ITSM tasks seamlessly and without much of a hassle. With its focus on quick knowledge management and automation, Rezolve.ai is not only an effective alternative to Aisera's ITSM solutions but also easy to use. 

‍Why not try a demo and see the difference for yourself? Get started today!

FAQs

1. What is IT Service Management (ITSM), and why is it important?

ITSM, or IT Service Management, encompasses the processes of developing, designing, delivering, supporting, and overseeing the entire lifecycle of IT services. Its primary objective is to align IT services with the specific requirements of the business and its users. It's important because it helps organizations manage their IT resources efficiently, improve service quality, and respond quickly to changes and challenges in the IT environment.

2. How do ITSM tools benefit businesses?

Answer: ITSM tools offer numerous benefits, including:

• Increased efficiency: Automating routine tasks reduces manual work and speeds up processes.
• Improved service quality: Consistent and reliable IT services enhance user satisfaction.
• Cost reduction: Streamlined IT processes can lead to significant cost savings.
• Enhanced decision-making: ITSM tools provide valuable data and insights for informed decision-making.
• Better compliance: They help ensure IT services comply with regulations and standards.

‍3. What are the key features to look for in an Aisera competitor for IT Service Management?

When evaluating Aisera competitors for IT Service Management (ITSM), several key features are essential:

• Automation capabilities: Look for tools that offer robust automation for routine tasks. This includes AI-driven responses, ticket routing, and self-service options for end users.
• Integration with existing systems: Ensure the ITSM solution integrates seamlessly with your current tech stack, including CRM software, communication platforms like MS Teams or Slack, and other operational tools.
• Customization and flexibility: The tool should be adaptable to your specific business processes and IT infrastructure. Customization can range from user interfaces to workflow configurations.
• Scalability: As your business grows, your ITSM solution should be able to scale with you, handling an increasing number of tickets and more complex workflows.
• Data analytics and reporting: Advanced analytics capabilities are crucial for monitoring performance, identifying trends, and making data-driven decisions.
• User-friendly interface: Both IT staff and end-users should find the tool easy to use, with a minimal learning curve.
• Security and compliance: Given the sensitivity of IT data, the tool must adhere to industry-standard security protocols and compliance requirements.

These features ensure that the ITSM solution meets your current needs and is a viable, long-term asset for your organization.

4. How do ITSM tools keep up with rapidly changing technology trends?

ITSM tools stay relevant by:

• Regular updates: Continuous updates ensure the tool keeps up with the latest technology trends.
• Adopting new technologies: AI, machine learning, and automation integration are common.
• Scalability and flexibility: Tools are designed to adapt to changing business needs and technology environments.
• Community feedback: Many ITSM tool developers use customer feedback to guide updates and improvements.
• Compliance and security updates: Regular updates ensure the tools comply with the latest security standards and regulations.

5. How do Aisera's competitors compare in terms of pricing and value for money?

The pricing of Aisera competitors in ITSM varies widely, depending on the features, scalability, and customization options they offer. To compare value for money:

• Tiered pricing models: Many ITSM tools have tiered pricing based on features, the number of users, or ticket volume. Evaluate which tier suits your needs without paying for unnecessary extras.
• Free trials and demos: Use free trials to assess whether a tool meets your needs. Demos can also provide insight into the software's capabilities and usability.
• ROI consideration: Consider the return on investment (ROI). A more expensive tool might offer greater automation and integration capabilities, leading to significant long-term savings in reduced labor costs and improved efficiency.
• Additional costs: Be aware of additional costs such as implementation, training, and add-ons. These can significantly affect the total cost of ownership.
• User reviews and case studies: Review reviews and case studies to gauge customer satisfaction and the tool's impact on similar businesses.