--- title: "USU IT Service Management Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about USU IT Service Management Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/143289/USU-Valuemation-ITSDM/" page_type: "product" language: "en" --- # USU IT Service Management Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support) USU IT Service Management ## What is USU IT Service Management? USU IT Service Management (ITSM) is your comprehensive software solution covering standard ITSM processes plus additional service areas in your company. Use ITSM as your central tool for enterprise service management across your company and to automate processes across departments. Smoothly manage your complex service processes with a scalable solution that grows with your needs. ## What is USU IT Service Management used for? [Project Portfolio Management](https://www.capterra.com/project-portfolio-management-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[Knowledge Management](https://www.capterra.com/knowledge-management-software/) Top alternative Featured Overall rating Based on 0 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price €30000 Usage Based, One Time Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## USU IT Service Management Overview Updated August 2026 AI summary USU IT Service Management equips enterprise organizations with tools for managing IT service requests, incidents, assets, and workflows. Covering help desk, ITSM, asset management, and GRC categories, it features ticket management, real-time notifications, SLA tracking, workflow automation, and a self-service portal. The platform is available across web and desktop environments and offers AI-driven and customizable options. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### USU IT Service Management 0.0 VS. [4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price €30000 Usage Based, One Time Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 0.0 (0) Ease Of Use 4.6 (8) Value For Money 0.0 (0) Value For Money 4.4 (7) Customer Service 0.0 (0) Customer Service 4.5 (8) ## USU IT Service Management alternatives [4.5 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.3 (178)](https://www.capterra.com/p/216733/Vivantio/reviews/) Starting price $49.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 85% of reviewers rated it above 4 stars [ServiceTonic](https://www.capterra.com/p/112516/ServiceTonic/) [4.6 (8)](https://www.capterra.com/p/112516/ServiceTonic/#reviews) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/112516/ServiceTonic/) ## FAQs about USU IT Service Management Overview ### What company size and specific industries is USU IT Service Management built for? USU IT Service Management is designed for medium-sized and large enterprises across all industry sectors, as well as IT service providers. It is suitable for organizations that need IT service management support regardless of their specific industry, making it a fit for broad enterprise use and service provider operations. Features and Usability ### What are the key features of USU IT Service Management? USU IT Service Management offers incident, problem, change, and release management, plus a self service portal and service catalog for request handling. It also includes CMDB, asset tracking, SLA management, workflow automation, knowledge base management, reporting and analytics, and role-based permissions. Getting Started and Support ### What training and onboarding options does USU IT Service Management offer? USU IT Service Management provides in person training, live online sessions, webinars, documentation, and videos. In person and live online formats support guided instruction, webinars cover scheduled group learning, documentation offers written reference material, and videos provide visual self-paced guidance for setup and feature review. Getting Started and Support ### What customer support options does USU IT Service Management offer? USU IT Service Management provides email/help desk, FAQ/forum, knowledge base, phone support, 24/7 live rep, and chat. User feedback on support quality is not available, so the support experience cannot be characterized here. ## Features AI summary Based on 5,135 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) USU IT Service Management supports all three features that reviewers rate most important: **Ticket Management**, **Support Ticket Management**, and **Real-Time Notifications**. Together, these capabilities help teams organize incoming requests, track support issues from start to finish, and stay updated as changes happen, allowing teams to respond faster and provide more consistent service. Access Controls/Permissions Define levels of authorization for access to specific files or systems Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Activity Tracking Track and document all activities across devices, networks, and other systems Ad hoc Query One-off queries made on an as-needed basis Ad hoc Reporting Generate one-off reports that meet information requirements AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users USU IT Service Management 159 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Ad hoc Query: One-off queries made on an as-needed basis - Ad hoc Reporting: Generate one-off reports that meet information requirements - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Summarization: Uses AI to condense large amounts of text, audio, or video data into a coherent form - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Archiving & Retention: Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes - Assessment Management: Creation, administration, and evaluation of assessments or tests - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Barcode/Ticket Scanning: Scan barcodes to ensure accurate pricing and label tracking - Business Process Automation: Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Automation: Facilitate the ongoing and automatic deployment of settings or systems. - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Content Library: Centralized repository to store content and assets - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Contract/License Management: Track, store, and access client contracts or licenses - Corrective and Preventive Actions (CAPA): Investigate and take action at root cause or error in processes to prevent recurring issues - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Aggregation and Publishing: Assemble data from multiple sources - Data Connectors: Connect to big data sources - Data Import/Export: Import and export data to and from software applications - Data Mapping: Track the management and flow of data throughout the organization - Data Visualization: Graphical representation of data - Decision Support: Tools that provide relevant information at specific times to support judgments and courses of action - Document Management: Store, manage, and track all electronic documents in a centralized location - Document Storage: Store and organize documents in a centralized system - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Event Logs: A chronological record of actions or occurrences within a network, software, or process - Full Text Search: Search for specific words or phrases within a document or database - Gantt/Timeline View: Visual representation of project's schedule, sequence and duration of tasks, benchmarks and dependencies - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Governance: Management of rules, practices, and processes of a company - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Historical Reporting: Information, data and reports that are being tracked over time - Incident Management: Manage and track all disruptions and incidents - Interactive Reports: Edit and personalize data view as needed - Internal Controls Management: Ensure internal objectives and compliance with policies are met - Inventory Management: Track and manage inventory levels to maintain proper supply - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - IT Risk Management: Manage risks related to IT systems - Kanban Board: Visualization tool to organize and optimize tasks and track their status at every stage of workflow - Key Performance Indicators: Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - License Management: Track and organize the number of licenses available to the organization - Lifecycle Management: Manage the end-to-end lifecycle, from initial setup/development to deployment and maintenance - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Maintenance Management: Manage, maintain and track the performance of assets and equipment - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Mobile Access: Access software remotely via mobile devices - Mobile App: Access the system via a mobile application - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Multiple Data Sources: Allows users to manage data from a number of sources - Multiple Projects: Ability to handle several projects simultaneously - Operational Risk Management: Manage risk that occurs from systems failure or inadequate processes - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Personalization and Recommendation: Generative AI models can create personalized recommendations for users based on their preferences and behavior. - Portfolio Management: Overview of all programs that help compare initiatives, align projects with strategic goals and identify risk - Predictive Analytics: Predict future data based on historical data sets - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Progress Tracking: Reporting on how each user, task or process has advanced since its initiation - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Project Time Tracking: Measure time to completion or hours worked for projects - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Release & Deployment: Planning, coordinating, and executing the deployment of software or system changes into a live or production environment - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Remote Monitoring & Management: Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requirements Management: Enables creation, management, and tracking of product requirements & features during product production/development - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Resource Allocation & Planning: Assign available resources (human and/or non-human) to various projects and tasks - Resource Management: Process of planning, scheduling and executing the optimal and effective use of human capital across projects - Risk Analysis: Analyze potential risks across the organization - Risk Assessment: Initiate collection and analysis of known risks - Risk Management: Process of identifying, evaluating, mitigating, addressing and reporting on potential risks or uncertainties - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Scheduling: Plan availability and assign specific time slots for tasks and resources - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Secure Data Storage: Securely stores data to prevent data loss or breaches - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Server Monitoring: Continuously scan servers on a designated network to monitor health and search for any irregularities or failures - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Single Sign On: Allow users to access multiple services after entering their login credentials once - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Status Tracking: Track the status over time for a request, process, asset, or transaction - Supplier Management: Manage all supplier data and operations - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Management: Create, manage and track all task activities and progression - Task Progress Tracking: Track the status and progress of tasks - Task Scheduling: Track and manage the scheduling of tasks - Text Editing: Edit text as needed - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Trend/Problem Indicators: Visually identify direction of development and areas that require attention - User Management: Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks - Vendor Management: Ability to track and store all vendor-related information, such as contacts, services offered, terms, etc. - Version Control: Track revisions and updates made to files and navigate between different versions - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. ## Pricing Free Trial Starter package €30,000 Usage Based,One Time Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. 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