What ITSM-system to buy for competent support of several enterprises?

Question

ITIL

What are outsourcers using now?
Desirable:
- ITIL
- a built-in messenger for employees of IT specialists
- the ability to file it to fit your needs

Answer 1

Google "gartner itsm magic quadrant" - I haven't seen all the systems on the list, but the ones I've seen fit your needs. BMC uses the term "multi-tenancy" for "multi-tenancy", but I can't guarantee that others will refer to it that way.

Answer 2

As a result, we settled on OsTicket, tied a telegram bot + group there and set up SLA, everything works fine!