Looking for all in one software for service management across the whole company
Posted by Timely_Aside_2383@reddit | sysadmin | View on Reddit | 32 comments
I am looking for software recommendation that can truly act as a single platform for all internal service needs, instead of having separate tools for every department.
key areas it needs to cover well:
- it support ticketing and asset management
- hr requests (onboarding, offboarding, pto, employee changes)
- facilities and office management (desk booking, maintenance, supplies)
- legal and compliance request tracking
- procurement and vendor management
- custom workflows for any other team (finance approvals, marketing requests, etc.)
- employee self service portal
- reporting and dashboards across all departments
anyone found a good all in one platform that actually delivers on cross department service management without needing a ton of custom dev work.
RudeEvidence1869@reddit
youre probably going to be looking at a few tools so find ones that integrate with eachother to avoid a headache. fresh͏works or servi͏cenow paired with archie maybe
Sharp-Highlight722@reddit
“True all-in-one” usually ends up meaning “expensive and still needs work.” Platforms like ServiceNow or Freshworks can cover most of what you listed, but they almost always require setup, process design, and ongoing tuning. The bigger issue is getting departments to actually align on workflows, not just plugging them into the same system. A lot of implementations fail because every team keeps doing things their own way inside the tool. Some orgs complement these systems with tools like CurrentWare to get visibility into actual usage patterns across teams, but the real win comes from simplifying processes before adding more software.
RadiantiaplegicElf@reddit
You’re basically describing Enterprise Service Management, so yeah tools like ServiceNow, Freshworks, maybe even Zendesk are what people usually land on.
The catch is most of them can do everything, but don’t do it cleanly without a lot of setup. ServiceNow especially works, but only if you’ve got the time (and people) to structure it properly, otherwise it turns into exactly what some comments here are describing.
A lot of teams try “all in one” first, then end up with 1 core platform + a few smaller tools around it.
Also worth thinking beyond workflows, once everything is centralized, visibility becomes its own problem. Some teams layer in something like CurrentWare just to understand how work is actually happening across departments, especially in hybrid setups.
I’d focus less on “one tool for everything” and more on what you’re willing to maintain long term.
No-Profile1668@reddit
The honest answer is that most "all in one" platforms do some things well and compromise on others. ServiceNow covers the IT ticketing and asset side thoroughly, and its workflow engine handles cross-department requests, but the setup overhead is real. For a lighter lift, Freshservice and Jira Service Management both stretch into HR and facilities reasonably well. SelectSoftware Reviews has solid buyer guides comparing ESM platforms if you want a structured breakdown before committing to demos.
jaydenkiel99@reddit
Hands down the best all in one software for a service management company would be ServiceJan it has anything and everything from scheduling with the customer to paying your technicians and invoicing the customer all without needing to get off the app you would ever need to manage a service company. Alongside the benefit of it bringing in workers. I wish i found it earlier rather than a couple of months ago.
Beautyance-50@reddit
we tried going “one platform for everything” and it looked good on paper but got messy fast. tools like ServiceNow or Freshservice can cover a lot of that, but they either get heavy or need a bunch of tuning to actually work across departments
what ended up working better was keeping a solid service desk (Freshservice in our case) and not forcing it to do things it’s not great at. for example, stuff like endpoint activity, device control or insider risk just doesn’t fit well into ITSM. we run CurrentWare alongside it for that layer, fills that gap without overloading the service platform
Kashish91@reddit
Honest take after going through this search twice at different companies: there is no single tool that does all of these equally well. Every vendor will tell you they can, but the reality is you end up with a platform that is great at 2-3 of these and mediocre at the rest.
The way I would break this down:
IT ticketing and asset management is its own beast. Tools built for ITSM (ServiceNow, Freshservice, Jira Service Management) are purpose-built for that and hard to replicate with a generic platform. If your IT team already has something, keep it.
HR requests, onboarding, offboarding are repeatable, multi-step workflows with compliance requirements. These need task enforcement, approvals, and audit trails. A ticketing system can technically handle this but it fights you the whole way because tickets are designed to resolve, not to enforce a 15-step process in sequence.
Facilities, procurement, legal requests, finance approvals are all variations of the same pattern: someone submits a request, it routes to the right person, gets approved or rejected, and needs a paper trail. That is workflow automation, not ticketing.
So the real question is: are you looking for one login, or one system of record?
If one login, you are looking at ServiceNow (expensive, heavy, needs admin resources) or Jira Service Management with heavy customization.
If one system of record for how work gets done across departments, you want a workflow platform that handles the repeatable, compliance-sensitive processes (HR, procurement, legal, finance approvals) and integrates with your existing ITSM for the IT-specific stuff.
The companies I have seen do this well separate the two: ITSM stays in its lane, and everything else runs through a workflow platform that enforces process, tracks completions, and gives you cross-department reporting.
What is driving this for you? Is it a cost consolidation play, or is the real pain that work is falling through cracks across departments?
Heavy_Banana_1360@reddit
Been in your spot with a mess of separate tools. Atera has been pretty nice for consolidating IT, asset tracking, and HR requests under one roof, plus the workflow builder is decent for custom needs. Worth a look if you want less hassle with integrations.
Evening-Level-7507@reddit
lol all‑in‑one is kinda a unicorn type thing. tbh most folks just piece together a few tools & scripts and call it a good day
i hv seen unduit get mentioned here & there as somethin that tries to handle a bunch of stages like track/cleanup/recycle, etc, but no idea if it’s a magic fix, just a name ppl throw around
mann just pick somethin ur team will actually get aligned
mattberan@reddit
"Without need a ton of custom dev work"
We don't actually let you develop at all!
Full disclosure that I work for InvGate. We're kind of the only NO BS vendor in the space. Pricing is on our site, 30-day full feature trial and most teams could go live in those 30 days.
DM's open, reply here, check out our youtube - and I hope we get to work together!
Weekly_Accident7552@reddit
“all in one” usually turns into “giant system nobody fully owns”.
what actually works is separating ticket intake from execution. use one portal for requests, sure. but behind the scenes, each department needs clear workflows with defined owners, not just tickets bouncing queues.
we’ve seen teams use a lightweight request layer, then run HR onboarding, IT provisioning, finance approvals etc as recurring checklists in Manifestly. clear accountability, proof of completion, simple API triggers if needed. trying to force every team into one mega workflow tool is where it gets painful.
Kitchen_Belt_877@reddit
If you’re trying to cover IT + HR + facilities in one place, the big players like ServiceNow can do it but they’re heavy. Jira/Freshservice are solid for ITSM and can stretch a bit cross-team. I’ve also seen smaller teams use Primo to centralize tickets and workflows without going full enterprise stack — depends how deep you need to go outside IT.
starhive_ab@reddit
What's your timeline for implementing this? And how much customisation work are you open to?
As with any tool you're going to need to customise per team so trying to get a feel for your expectations.
It's possible our software Starhive might be able to do what you want. We're more asset management focused today but we have service management capabilities (just not talking so loudly about them on our website today).
We can handle all of your points at a high level (I assume each point has a whole list of specific requirements) but we require customisation work. Don't need developers like ServiceNow but you need someone (or the budget for someone) who is comfortable with configuring the environment.
If you're interested, would be happy to give you a demo.
Common-Flatworm-2625@reddit
ServiceNow works but holy setup time. I'd go with monday service, one platform that IT, HR, facilities all use without fighting over workflows.
Such_Rhubarb8095@reddit
We ended up moving everything into servicenow for this exact reason. its wild how much you can set up without needing a bunch of custom stuff, and the hr and facilities modules are way better than expected.
BonusAcrobatic8728@reddit
please AI get out of here
Additional_Twist_595@reddit
Yeah man the hard part is finding one platform that hr, it, and facilities will all actually use..
Path_Silent@reddit
i think it's possible now. we are working with unduit and it been solving all of it atm from single dashboard.
BonusAcrobatic8728@reddit
AI SLOP
BonusAcrobatic8728@reddit
getprimo is exactly this combined with a multi OS MDM, have a look !
WovenShadow6@reddit
There is Siit which can be worth looking into for something lightweight. It has good integrations, is lightweight as I have mentioned and less complex than others as it does not require that much custom dev work.
shelfside1234@reddit
ServiceNow has all that
music2myear@reddit
And it's kinda bad at all that. It's good for the c-suite, who want metrics and don't have to use the tools themselves. It's awkward, painful, complex, cobbled together, piecemeal, to use.
ipreferanothername@reddit
and youll need a few people to build/run it.
i would suggest finding someone with experience not just in the product, but a few years of experience working with users on workflows. our team doesnt have that and snow at work is....just a mess, and a headache to use. every random requests gets fulfilled without any real unity around things. its crap.
IT started with it and HR has moved to it. i think facilities still has something else and IDK why, but it doesnt really affect the other stuff in snow so i guess it doesnt matter here. this place has a hell of a time getting people on the same page in general, though.
LumpyNefariousness2@reddit
Zoho has all this
mattberan@reddit
Wow - we check all those boxes easily. Full disclosure that I work for InvGate.
The comments are right - if you want all those teams to use it - it needs to be THEIR IDEA. Form a cross-functional team to achieve that consensus.
And - check us out, we're a no BS company who shares their pricing on their site, and we have a 30-day full feature trial so you can test it all out before you even pay a dime.
Hope this helps!
Low_codedimsion@reddit
If you have a lot of money and time, then ServiceNow is the obvious choice. I am honestly not a huge fan, but if your org has 5,000+ employees, it is often the only option. If your organization is smaller, then Freshworks would work just as well. We internally use Alvao across most departments and it suits us well, since it is relatively simple but still very flexible (custom workflows, forms, reports, portals, etc.).
alexnder38@reddit
We tried stitching together five different tools before realizing what we really needed was an ESM platform with one service catalog and shared workflows across teams. Whatever you choose, make sure it can truly handle role-based access and cross department reporting out of the box, otherwise you’re just buying future headaches.
Powerful_Put5594@reddit
I think it depends on your budget. ServiceNow offers the most of the modules you mentioned currently, but you also need to pay the price for that. We use currently ServiceNow and Flexopus. For us it was not an important requirement to cover all the features in one application. We looked more for a cost efficient solution with a few apps.
We use ServiceNow for things all around ticketing and worflows:
- IT support tickets
- HR requests
- Service requests
- Empolyee service portal
We pay per user in ServiceNow.
We use Flexopus for things all around workplace management:
- Desk sharing
- Parking space bookings
- Meeting room displays
- Vehicle booking
- Catering & Facility services
- Visitor management
We pay per desk / building in Flexopus.
ishysredditusername@reddit
You're probably at something like ServiceNow or ZenDesk. From what i remember of serviceNow you've still got quite a bit of setup to get it so it's not a nightmare and it's pricey (though it's been a few years)
Depends on your org size, under 1000 employees freshworks will cover most of it then fill in the gaps with one or two specific services like then team-today for PTO and desk booking.
Warm_Share_4347@reddit
yes, Siit and their role and permissions which definitely makes the differenceyes, Siit and their role and permissions which definitely makes the difference
always_creating@reddit
Fresh works or service now