Genuity is a popular IT service management (ITSM ) and IT asset management (ITAM) solution that integrates incident management, change management, asset management, and problem resolution into a unified system, offering you a holistic view of your IT environment.
Integrating Genuity into your tech stack allows you to streamline your IT services and optimize your IT service delivery.
While Genuity is a great ITSM and ITAM solution, it has a steep learning curve, and the ticketing features need improvement.
Fortunately, if you’re looking for better options, you can explore multiple reliable Genuity alternatives that can meet your business needs.
This article explores the top 11 Genuity alternatives in 2025, highlighting their key features, pros, and cons. You’ll also find a guide to help you make an informed decision, allowing you to optimize your workflows, reduce costs, and drive your business forward.
Genuity is a popular IT service (ITSM) and asset management solution that offers a range of tools to help businesses manage technology spending, contracts, assets, and helpdesk tickets.
Companies of all sizes can leverage Genuity to simplify their IT operations, thanks to its user-friendly interface, reliable customer support team, and a range of tools, including:
Contract Management
SaaS Expense Management
Asset Tracking
Telecom Expense Management
Incident Management
Easy to Customize and Scale
Unified Service Desk for Better Collaboration
Compliance and Security Assurance
Automation
While Genuity is a popular ITSM solution with many important features, such as incident management, intelligent automation, real-time analytics, and robust ticketing, it also has some flaws.
For instance:
The mobile app lacks important features available in the cloud version
Certain custom functions have a steep learning curve.
The ability to modify tickets is limited, and the overall ticketing system needs improvement.
Integrations are limited, which can restrict users from creating seamless workflows.
Users have reported an unexpected price increase. Here’s a Reddit discussion about price increase:
Genuity lacks reliable SSO functionality, impacting user experience and overburdening the IT teams. Here’s a screenshot of a discussion on Reddit:
Can you ensure quality service delivery without these features? Of course not, but we have you covered.
Below, you’ll find some of the best Genuity alternatives, which have all the necessary features to enable you to optimize and deliver the best IT services.
But before we move forward, let’s discuss some factors you must consider when comparing your options.
Keep these pointers in mind to make an informed decision:
When looking for Genuity alternatives, you should prefer one with a user-friendly interface. Otherwise, you’ll have to spend time training your employees before they can use the tool effectively. The more complex the tool, the more extensive the training.
Therefore, choose a tool that is easy to use and doesn’t have a steep learning curve. This will reduce training time, improve adoption, and ensure that users use the tool from day one.
This is something you’d never want to miss. Your Genuity alternative must have advanced automation features that allow you to automate redundant processes and reduce manual intervention and, thus, errors.
In addition to reducing errors, automation helps boost productivity as it enables users to achieve more in less time and effort.
Another important factor to look for is integration capability. If you choose a solution that doesn’t integrate well with your existing tech stack or tools that you regularly use, it would increase complexity and might even disrupt your operations.
Therefore, check out the integrations page of the Genuity alternatives and ensure they integrate seamlessly with the tools of your choice. This is essential to maintain smooth data and unified operations.
When choosing a Genuity alternative, look for flexible and scalable solutions. The tool should be easy to customize to adapt to your business’s specific needs and able to scale up and down with your business.
The tool you choose will create, store, and process business-critical data.
Choose a tool that takes data security seriously and adheres to data protection regulations like GDPR, HIPAA, etc. It should also have the right processes to protect sensitive information and mitigate risks.
What use is a tool for if it’s negatively impacting your business's bottom line?
So, always choose a solution with affordable and flexible pricing. Make sure the value it provides justifies the price. This is crucial if you want to achieve a positive ROI later.
Now that you know what features to consider when comparing Genuity alternatives, let’s dive into the article's meat: top 11 Genuity alternatives in 2025.
Workwize is one of the most reliable Genuity alternatives in 2025. It’s a global IT hardware management solution that helps you automate the entire IT asset lifecycle from device procurement, management, retrieval, and disposal globally.
When Workwize enters the picture, all the manual hassles of procuring various hardware devices, deploying and delivering them to different locations, managing repairs and updates, retrieving devices, and safely disposing of them vanish.
With Workwize’s zero-touch onboarding and off-boarding capabilities, you can manage the above tasks remotely via a single dashboard and minimize manual intervention and the associated errors to boost productivity and enhance IT service delivery.
The best part? You can track each device and its attributes, such as the location, deployment status, apps installed, and more, regardless of your location.
Via Workwize
When you can do everything remotely, you save time and hassle, improving productivity and user experience and minimizing IT overheads.
Key Features
Being a dedicated global IT asset management solution, Workwize helps you with:
Procurement: Buy, rent, or lease IT and office equipment from a vast network of global vendors. Use the self-service portal to purchase IT or office supplies and manage budgets for every department.
Deployment: Deliver MDM-configured laptops/computers and other devices to your employees at any of our supported locations.
Management: From a single dashboard, manage everything about your assets, from tracking, repairs, and renewals to replacements.
Retrieval: Automate the process of retrieving IT assets during offboarding by ordering a pickup or sending self-deliver boxes to employees.
Disposal: Manage the disposal of end-of-life assets responsibly with our environmentally friendly disposal services, which include wiping data, recycling, and even reselling.
Pros:
Simplifies IT management with automation
User-friendly interface ensures easier adoption
Supports deployment and retrieval in 100+ locations
Strong asset tracking and compliance features
Cons:
Primarily focused on IT asset management and may not have advanced ticketing features.
Zluri is an identity governance and administration platform with strong SaaS and IT asset management capabilities. It allows you to enable zero-touch onboarding and offboarding and leverage smart automation for app approvals, substantially reducing manual intervention.
With Zluri, you can gain complete visibility into your SaaS landscape from centrally managed applications to software or apps installed on devices. It also helps you consolidate financial data from multiple tools, allowing you to optimize your SaaS spending.
Zluri simplifies ticketing by automating access management. This saves time, improves customer experience, and boosts productivity.
Key Features
Employee app store helps teams offer a mobile-like experience to employees to help them discover and download over 225,000+ SaaS apps to enhance work.
Self-service approval workflows to reduce ticket volume and resolution time.
300+ out-of-the-box integrations to help you achieve maximum SaaS control.
Identify every website or app users have installed to prevent shadow IT.
No-code builder for creating custom onboarding and offboarding workflows
Policy engine to define access control policies with triggers and automation roles to cover all lifecycle scenarios.
Pros:
Automation features effectively reduce manual intervention
Effective against shadow IT practices
Strong compliance and security control
Cons
The desktop agent can capture desktop apps and not browser apps, which is a limitation
User experience can be a little clunky
Automated onboarding and offboarding require numerous manual tasks
Jira is an issue and project tracking software that offers a full-service ITSM product called Jira Service Management, which serves as a great alternative to Genuity. It brings Dev, business, and IT teams into a single AI-powered platform to deliver top-notch service.
Using Jira, you can manage and streamline IT support, engineering support, employee support, IT operations, and customer service. It allows you to manage all your requests in one place and automate support interactions, enabling you to deliver a seamless support experience to your employees and customers.
Key Features
AI-powered capabilities and machine learning to streamline ITSM practices like change, configuration, problem, incident, and request management.
Ready-to-use templates to help you get started on day one.
Asset management allows you to store assets to manage inventory more efficiently, track ownership and lifecycles, and optimize costs.
Integrates with hundreds of tools to enhance operational efficiency and streamline workflows.
Pros:
Easy to navigate
Can design customizable workflows
Easy to implement with existing projects
Cons:
Page response time may be slow
Too many features make it confusing
Notification settings can be better as users have to refresh to see any new requests
SolawWinds Service Desk is an enterprise-level AI-powered ITSM platform created to maximize productivity and accelerate resolution with lightning-fast time-to-value.
Thanks to AI-powered incident management, you can efficiently resolve issues and scale your operations. This tool also helps you prioritize tickets based on their severity and address issues more effectively.
SolarWinds Service Desk acts as a great Genuity alternative as it allows you to handle incident management, IT asset management, configuration management database, and change management all in one place.
Key Features
IT lifecycle management helps manage all assets in the IT landscape, offering real-time information about their lifecycle stage.
Solarwinds AI helps improve issue resolution speed and increase productivity.
Offers visibility and control over software licenses and contracts.
The self-service portal for employees offers a single location to submit requests, search for solutions, or connect with agents.
Pros:
Easy to use
Asset tracking features are pretty useful
Automated ticket prioritization
Cons:
It can be expensive for smaller companies
Service request workflow is not flexible
Customer support directs users to a knowledge base instead of human agents
Zoho Desk is yet another great Genuity competitor. It’s a cloud-based customer service and helpdesk software that helps you streamline and automate your service inquiry management.
Zoho Desk has a robust ticket management system, a collaborative workspace, and a knowledge management system. These features enable you to seamlessly organize, prioritize, and assign support tickets to designated team members.
With Zoho Desk, you can resolve support tickets more quickly and efficiently and achieve better customer or employee satisfaction.
Key Features
Omnichannel support via email, messaging, telephony, live chat, and web forms.
Self-service portal to help customers find their answers without assistance.
Automate redundant, time-consuming processes for better productivity.
Integrates with multiple tools for better service desk management.
Leverage dashboards and reports to drive actionable insights into your team’s performance.
Customize how your service desk looks, feels, and behaves.
Contextual AI (Zia) for answering queries, auto-tagging tickets, sentiment analysis and anomaly detection.
Pros:
Notifications are prompt
The mobile app works like magic
The search feature helps find tickets within seconds
Cons:
Limited customization options
Customizations can be complex
Can be a little tacky for new users
Freshservice by Freshworks is an IT Service Management automation platform designed to help admins handle assets, problems, incidents, changes, and releases and ensure real-time visibility of important assets.
Using Freshservice’s built-in automation engine, you can easily create workflows and automate redundant tasks. Whether you want to automate ticketing system routing, incident resolution for common issues, password resets, or other tasks, Freshservice offers you the flexibility to automate based on your needs.
Freshservice integrates smoothly with popular AI tools and chatbots. This allows you to use artificial intelligence and streamline your service desk operations.
Also, Freshservice offers real-time reporting and analytics to track the effectiveness of your automation and identify areas for continuous improvement.
Key Features
Freddy AI will deliver customer self-service, improve agent productivity, modernize employee experience, and deliver insights for decision markers.
Helps automate redundant tasks, leading to fewer frustrations and faster resolutions.
Gain real-time visibility over hardware, software, and SaaS in an auto-updating CMDB.
ITIL-aligned service desk solution that ensures better service delivery, efficiency, and process alignment.
Integrates with multiple applications essential for creating seamless workflows
Pros:
User-friendly and easy to set up
Automation features are powerful
Highly customizable workflows
Cons:
The mobile app lacks some features available in the web version
Limited reporting capabilities
The pricing is expensive according to some users
Halo Service Desk is an ITIL-aligned service desk software with AI capabilities designed to enhance your service delivery at an enterprise level. Halo Service Desk has everything from incident management, asset management, and change management to a self-service portal.
With Halo Service Desk, you can leverage the power of AI to deliver better resolutions faster, allow users to request the services they need, gain better visibility over changes across your organization, manage your assets better, and integrate your favorite tools or apps.
All in all, Halo Service Desk helps you transform your service desk, create knowledge, and develop discovery processes, elevating your customer experience.
ITSM platform with ticketing, self-service portal, and knowledge base.
Key Features
ITIL-aligned ITSM platform with a self-service portal that allows users to access requests, raise tickets, and find solutions from knowledge-based articles.
Create multiple customizable timings, SLA groups, priorities, and descriptions to avoid SLA violations.
Service Catalogue to allow users to request the exact services they need.
Real-time project dashboard to view all projects and their progress.
Pros:
Users can create unique tickets or schedule them easily
Offers complete transparency by allowing managers to view what each agent is doing throughout the day.
ITIL aligned when installed and allows users to automate workflows and save time.
Cons:
Documentation is sometimes unclear
Finding the necessary configuration can be challenging
Zendesk is a complete customer service solution that simplifies how you handle IT support requests. It allows you to offer your customers and employees faster and more personalized experiences using robust AI features.
With Zendesk, you can solve customer problems almost instantly, reduce effort per ticket, and keep your costs low, boosting your time to value. Also, Zendesk ITSM integrates seamlessly with a range of 3rd party tools and apps and your existing tech stack, boosting flexibility.
Key Features
You can create customized workflows to automate tasks like ticket routing, prioritization, and assignment.
Helps you define and track SLAs for different ticket types and to ensure response and resolution times are met.
Build and manage detailed knowledge bases and empower your employees and end users
Pros:
Advanced ticketing system connects multiple departments seamlessly
Helps manage customer interactions across multiple channels
The ability to automate workflow tasks such as ticket assignment, interaction tracking is quite remarkable. (Source)t
Cons:
Pricing can be complex, especially for smaller and growing businesses
Occasional downtimes can be problematic
Customization can be complex
ManageEngine ServiceDesk Plus from Zoho is another reliable Genuity alternative designed to help you build and deliver smart service experiences across IT and beyond.
Service Desk Plus is a service management solution that combines IT asset management, IT service management and configuration management database (CMDB), and incident management capabilities for IT and other departments.
This Genuity alternative helps you effectively incorporate AI technologies for a range of apps without extra effort across the ITSM touch points and practices.
ServiceDesk Plus helps with everything from assessing and categorizing service requests to enabling zero-touch service orchestration by leveraging virtual agents and knowledge discovery.
Key Features
Robust ticketing system to simplify issue tracking and ensure each issue is logged, prioritized, and categorized appropriately.
Effective monitoring capabilities allow you to promptly identify, assess, and resolve issues.
Automate routine tasks like ticket assignment, categorization, notifications, and prioritization and focus more on strategic tasks.
Pros:
User-friendly interface and easy to navigate
Has decent integration capabilities
Affordable than other tools in the market
Cons:
Users are unable to customize reports
Can be sluggish at times
Search function could have been better
ServiceNow ITSM is an enterprise-level solution that helps organizations resolve issues quickly and speed up the pace of innovation using machine learning and artificial intelligence.
With ServiceNow ITSM, you can reduce complexity and consolidate IT services and tools to combine the apps you need to deliver better IT experiences to your customers and employees. Also, you can automate essential processes and manage them from a single dashboard.
Key Features
Offer the necessary information your employees need to make more informed and smart decisions.
Connect teams with end-to-end digital workflows and remove bottlenecks by automating manual processes.
Integrate ServiceNow seamlessly with authentication, productivity, and desktop support tools for seamless workflows.
Pros:
Scalable solution suited for large organizations with complex IT infrastructures
Allows you to customize workflows based on your needs
Makes tracking issues and managing requests super easy
Cons:
Can be expensive for smaller organizations
There can be performance issues when multiple incidents are logged
Integrations are quite complex for some users
SysAid is one of the best Genuity alternatives, and every element of AI management is powered by artificial intelligence. It has a robust service desk that consolidates all your service requests and incidents in one place. This makes sure you don’t have to sift through multiple emails or sticky notes to resolve issues more promptly.
SysAid also helps automate repetitive IT tasks, reducing the risk of manual errors and saving you time. You can easily create workflows and set up alerts and notifications to ensure your IT processes and service level management function best.
Key Features
AI-powered conversational chatbot that leverages your internal knowledge base to help your employees or students.
Use workflow automation and orchestration to streamline every process from legal to operations.
View, secure, and manage your assets directly from your service desk.
Analyze data to get comprehensive insights into your team’s performance data.
Pros:
The ticketing system is robust
Self-service portal enhances user experience
Asset management features offer good visibility and control over hardware
Cons:
Not all features are available in the mobile app
The support team can be a little more responsive
Initial setup and customization can be complex and time-consuming
There you have it: top 11 Genuity alternatives that’ll help you streamline your IT operations and deliver better IT services to your employees and customers. However, carefully compare your options and consider the factors mentioned above to make an informed decision.
Here’s our take:
Jira Service Management: A great Genuity alternative for those who need a more affordable and easy-to-use solution that helps you create customizable workflows.
Zoho Desk: Another great Genuity alternative for organizations in need of a more robust ticketing management solution that comes with a fully functional mobile application - for managing tickets on the go.
If you need a dedicated global asset management solution, try Workwize. This platform automates every step of IT lifecycle management, from procurement, deployment, and repairs to retrieval and storage and secure disposal globally.
While this may sound like a plug (and maybe it is), numerous organizations trust our platform as we drive actual results.
For instance, Workwzie helps Lepaya save a whopping $44,000 a year in IT hardware management. Here’s the complete case study: How Lepata saves $44K with Workwzie.
If that’s not enough, you can see what our happy clients have to say:
No more manually looking for the right vendors for asset procurement or deploying IT resources for deployment, repairs, or retrieval. Seamlessly integrate Workwize in your tech stack, automate redundant processes, and deliver zero-touch onboardings and offboardings to your distributed teams. Click here to book a demo with Workwize.