# SapphireIMS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SapphireIMS the right ITSM solution for you? Explore 65 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/148203/SapphireIMS/reviews --- SapphireIMS 4.4 (65) [View alternatives](https://www.capterra.com/p/148203/SapphireIMS/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of SapphireIMS Ease of use 4.4 Customer Service 4.2 ## Pros and Cons in Reviews AN Ajit N Head TACTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “ITIL-based modules ensured standardized, reliable service delivery, while reporting and analytics offered valuable performance insights with potential for more executive-friendly dashboards.“ September 24, 2025 ks kalpesh s INFORMATION TECHNOLOGYBanking, 201 - 500 employeesUsed the software for: More than 2 years. “AGENT RELATED BEAUSE SOME TIME SPPHIRE AGENT NOT DISCOVERY PROPER DETAILS AND PATCH MANAGEMENT NOT WORKING PROPERLY.“ December 28, 2023 AN Ajit N Head TACTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “Implementing SapphireIMS at Hughes has allowed us to strengthen the governance and management of our service operations for our central and field force teams.“ September 24, 2025 AK Abdul K VP-ITFinancial Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “With the Log IT tool at the core, the platform integrates a wide array of our processes into a single seamless system.“ September 22, 2025 AK Abdul K VP-ITFinancial Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Its ability to unify these diverse functions has improved efficiency and reduced manual overhead.“ September 22, 2025 ## Showing most helpful reviews Showing 1-25 of 65 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Paresh V. Group Lead End User Support Mechanical or Industrial Engineering Used the software for: 2+ years ### "Powerful, Scalable ITAM & ITSM Platform for Enterprise-Wide Visibility" August 8, 2025 5.0 Our journey with SapphireIMS has been extremely positive. It has significantly enhanced our operational efficiency, enabled centralized control, and empowered our teams with actionable insights. The implementation and support teams have been proactive, collaborative, and deeply committed to our success. It’s a platform that continues to evolve alongside our needs. Pros SapphireIMS has been a game-changer for us. The platform’s ability to unify ITAM and ITSM operations across all our group companies has brought considerable visibility and consistency. Its configurability, scalability, and intuitive interface truly stood out, helping us streamline complex workflows with ease. Cons Given the scale and diversity of our ecosystem, some custom configurations required thoughtful planning, but the SapphireIMS team was highly responsive and worked closely with us to ensure smooth alignment across all entities. Review Source LS Listin S. Senior Manager - Group IT Construction Used the software for: 2+ years ### "Flexibility and Ease of use" October 26, 2023 5.0 Pros Very customizable and can be moulded to meet our Business needs. Cons Patch Management Solution which has a lot of manual configurations compared to SCCM Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing SapphireIMS Flexibility and ease of customization. Also, price point was a big decider. Switched from [Ivanti Neurons for ITAM](https://www.capterra.com/p/193218/Asset-Manager/) Wanted a solution which has the complete ITSM suite Review Source JA Jiju A. IT Support Banking Used the software for: 2+ years ### "Good software" October 13, 2023 3.0 Im using this product since 2016 and this is good product Pros All modules are excellent and very easy to use and our system administration is also come to easy manage Cons All modules are excellent and very easy to use and our system administration is also come to easy manage Review Source AN Ajit N. Head TAC Telecommunications Used the software for: 2+ years ### "Improved Uptime with Help Desk Automation" September 24, 2025 5.0 Implementing SapphireIMS at Hughes has allowed us to strengthen the governance and management of our service operations for our central and field force teams. The solution has proven effective not only in day-to-day ITIL processes such as incident and service request management but also in ensuring reliable service, improving productivity, and aligning IT operations with core business needs. Pros The help desk provided complete visibility and control over operations, including our field force. Automation helped to reduce manual coordination, speed up incident and request handling, and minimise downtime by enabling faster issue resolution across dispersed teams. ITIL-based modules ensured standardized, reliable service delivery, while reporting and analytics offered valuable performance insights with potential for more executive-friendly dashboards. Cons Nothing in particular. The solution has addressed all needs effectively and continues to perform well. Review Source AK Abdul K. VP-IT Financial Services Used the software for: 2+ years ### "A Comprehensive IT Solution That Streamlined Our Operations" September 22, 2025 4.0 At Edelweiss, SapphireIMS has played a pivotal role in transforming how we manage IT. With the Log IT tool at the core, the platform integrates a wide array of our processes into a single seamless system. This has not only streamlined our workflows but also strengthened compliance, security, and visibility across the organization. The solution has proven to be reliable, scalable, and well-aligned with our needs. Pros The biggest advantage of SapphireIMS is its wide functionality that covers everything from HRM integration and ISG governance to service desk, patch management, and asset tracking. Its ability to unify these diverse functions has improved efficiency and reduced manual overhead. We also appreciate the proactive support from the SapphireIMS team, who ensured smooth deployment and continue to help us get the best out of the solution. Cons Introducing a unified tool across departments required some internal change management. However, the end result has been far better alignment and collaboration between teams. Review Source AC Ankit C. AVP - Lead IT Infra Financial Services Used the software for: 2+ years ### "Efficient, Customizable, and Reliable ITSM + ITAM Platform" August 28, 2025 4.0 Our experience with SapphireIMS has been positive. It's helped streamline our IT operations, improve ticket resolution time, and offered better visibility into our asset lifecycle. The implementation and support teams have been proactive and great to work with. Pros The most impressive part of SapphireIMS has been its flexibility across both ITSM and ITAM modules. The platform is highly configurable and aligns well with our internal workflows. Cons There’s a slight learning curve initially, but the support team has been very responsive and helpful in guiding us through. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing SapphireIMS Due to support and limitation on features Review Source KS Krunal S. Asst. Manager Financial Services Used the software for: 2+ years ### "Stability with reliability.. " September 24, 2025 4.0 Using it from 2017 and closing all my Audit points in terms of ITSM as well as ITAM. Support is regularly available. Happy with product. Pros Easiness in using and stability of product. Able.yo co figure easily as well as make changes in flow as and when required. Cons Nothing as such. Had few issues but support team was thetre to support. So nothing to complain as major point. Review Source PM Paramesh M. Asst Manager Automotive Used the software for: 2+ years ### "Sapphire IMS is a good product i can suggest to any Company " October 18, 2023 5.0 Patch Management, is very effective to our business Pros IT Automation it makes easy to complete the task in time Cons Multiple Active Directory Server integration for failover is challenge Review Source OP Om P. Senior Technical Manager Insurance Used the software for: 2+ years ### "Good product with easy to use" December 29, 2023 5.0 Pros This is good product for assets management , help desk and many more features. Cons nothing every things are good in this product. Review Source Ankit J. Sr.Manager IT Used the software for: 2+ years ### "its been 3 good years with Sapphire IMS, post sale support , tailor made approach are the key. " December 22, 2017 4.0 Pros post sale support. customize as per enterprise need. ITIL compliant real time availability various reports to fit the need value for money Cons Configuring rules for software compliance and getting meaningful reports out of it is a challenge. Review Source BP Bhavesh P. Chief Manager Financial Services Used the software for: 2+ years ### "Good Product, Easy to Customize" November 14, 2017 5.0 I was able to customize the tool in the way I wanted. There were no tool based restrictions as found in other tools Pros Well designed product with various functions that are easy to configure, implement and use. If we compare it with other leading ITSM tools in the market, Sapphire stands out as one of the best among them Cons Support requested at odd hours in case of emergencies too has always been addressed. It meets our current requirements, do not perceive any con at the moment. Review Source PS Pratik S. IT Asst. Mechanical or Industrial Engineering Used the software for: 2+ years ### "Excellent Product" November 10, 2017 4.0 Pros We could get transparency on our daily calls, Site engineers productivity & asset tracking. Very easy to implement and daily use. GUI for end user ticketing is also easy. Feature requests are also handle nicely. Cons Latest version requires Latest Server OS hence we could not update it to the latest and could not get the latest features, rest features are up to the mark. Review Source SP Sasikumar P. Sr. Manager Mechanical or Industrial Engineering Used the software for: 2+ years ### "Good Product" November 23, 2017 4.0 Managing IT Assets made easy. Maintenance of customer support can be tracked and measured. Pros Value for Money, Easy and fast access for both administrator and end user. Continuous updates and improvements. Cons Need to make more user friendly and better customer support. Improve on flexibility of customization. Review Source GDV Govind Deep V. Asst Manager Used the software for: 2+ years ### "Support and performance could be improved" July 19, 2017 3.0 Pros Feature availability and wide range of functionality for usage. Different modules for the entire IT Infrastructure Cons Support process, time taken for resolving issues, recurring issues and poor quality of documented knowledge Review Source SS Sameer S. Assistant Manager Used the software for: 1-2 years ### "Very Good product. Any customisation in sapphire will be with in the ITIL Framework" June 16, 2017 4.0 Pros Helpdesk Module is very good to use in larger Organisation, some excellent feature provided like Email to Record (Log calls from Email)and Approvals through mail (Managers can approve through emails) are very good features Cons Portal look and like is in Classic view which needs to change. Review Source NC Nilesh C. Manager-MIS Used the software for: 1-2 years ### "It is Good product" December 7, 2017 5.0 Pros Easy to use. liked automation part , IT Inventory and alsoasset Management. We use this tool mainly for Inventory management and CMDB. The features are more user friendly. Good technical. support and all the people are very helpful. Cons There is a need to improve mobile app and need to improve on the software asset management module Review Source SS Sujata S. Senior Business Consultant Used the software for: Less than 6 months ### "SapphireIMS helped us in a complex client environment during Software Licensing Advisory project." November 8, 2017 5.0 Pros We are India's leading Mid-Size Consulting firm, and have a strong presence across multiple customers across industries, and one of our key services is to conduct Software Licensing Assessment & Advisory project. For one of such projects, the landscape we were working on was very complex, across multiple locations, and a very disparate infrastructure running into multiple thousands of nodes. We then went far ahead of our native & publishers tools, and evaluated multiple SAM tools. To us, Sapphire was the final chosen one, as not only the tool was great, but the support and moreover the zeal of customer-centricity was the highest. We certainly will be using Sapphire in similar complex nature for Data Discovery, in our future client projects. Review Source ML Manoj L. Program Manager (IT) Used the software for: ### "Good Product with workflow management and Easy to use" February 24, 2016 4.0 We are using the Sapphire Ticketing solution for the past 4 years in our organization in various verticals like Infrastructure, Requirement Analysis, Application Support and Reporting Requirement etc. each project having unique requirements with respect to the nature of vertical and the tool provides flexibility to customize the work flow to cater the needs of an organization. All issues we are able to track and follow the time schedule defined by the respective vertical requirements. We are able to streamline some process based on the information taken from the reports. Over all product is good and easy to use, however need some improvements in Mobile App as well monitoring in software with huge load. Review Source NB Nardine B. Service Coordinator Used the software for: ### "Most flexible tool to be customized according to customer's needs. Great after sale service." February 14, 2016 5.0 Implementation was not easy as our internal system was very complicated and we handle a lot of different workflows. However the tool and the support were both up to the challenge. Review Source Response from Tecknodreams Software Consulting February 15, 2016 Thanks a lot for being our valuable customer and sharing your review comments. We sincerely hope that, your review comments shall help other potential customers to consider SapphireIMS based on its strengths. CG Chandrasekar G. Used the software for: ### "Ticketing tool along with asset and inventory management made easy with Sapphireims." January 25, 2016 5.0 Excellent Software for ticketing and tracking. Asset management and Inventory maintenance is good. Review Source Response from Tecknodreams Software Consulting January 27, 2016 Thanks a lot for being our valuable customer and sharing your review comments. We sincerely hope that, your review comments shall help other potential customers to consider SapphireIMS based on its strengths. PK Praveen K. Used the software for: ### "Ticketing Tool which suits reqirement" March 28, 2017 4.0 Initially we found it difficult to monitor day to day activities without a valid reference incident.Now after Procuring Sapphire our work become more organised and also it helps us for better analysis. Review Source AJ Ankit J. Manager-IT Used the software for: ### "Great !!" February 12, 2016 4.0 Pros A) Customization B) Ease of Handling Having Good experience with the product and will recommend to others for sure. Review Source RN Rohith N. AGM IT Textiles Used the software for: 1-2 years ### "Review from Himatsingka Seide Ltd" November 23, 2023 5.0 Pros Asset Management, Service helpdesk, Incident management . Technical Support response is very good and resolves the issues in time. Cons All features are good and user friendly . Review Source AK Arvind K. Manager IT Financial Services Used the software for: 2+ years ### "Sapphire ITAM and ITSM" December 28, 2023 5.0 Pros We have been using Sapphire ITAM and ITSM for last 4 years. After implementing Sapphire in our environment, we have improved our compliance and service. Cons Nil Review Source kS kalpesh S. INFORMATION TECHNOLOGY Banking Used the software for: 2+ years ### "SAPPHIRE IMS RELATED" December 28, 2023 4.0 VERY GOOD AND EASILY TO USE AND VERY GOOD SUPPORT TEAM Pros WE HAVE EASILY MANAGE OUR IT RELATED ASSET AND INVETORY AND EASY TO USES VERY LITE SOFTWARE... Cons AGENT RELATED BEAUSE SOME TIME SPPHIRE AGENT NOT DISCOVERY PROPER DETAILS AND PATCH MANAGEMENT NOT WORKING PROPERLY. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.