Every business depends on technology to keep things running. When issues come up, the IT team is the one that steps in to keep everything on track. That is where IT Service Management (ITSM) tools prove their value. They give IT teams a structured way to handle requests, resolve incidents, and manage applications without things slipping through the cracks.
ITSM tools act as a central hub for day-to-day operations. From ticketing systems and incident tracking to knowledge sharing, they help IT teams stay organized and respond more efficiently.
The biggest benefit is the boost in service delivery. With faster responses and fewer delays, downtime is reduced, and users enjoy a smoother experience. In the long run, that efficiency translates into greater productivity and stronger results for the whole organization.
Before we look at some of the top ITSM tools available, let’s take a closer look at the key features that make them so effective.
What are the key features of IT Service Management Tools?
Let’s go over the main features of ITSM tools.
1. Incident management
Helps IT teams quickly log, track, and resolve issues to minimize downtime and keep business operations running smoothly.
2. Service request management
Provides a structured way for users to request services like new software, access rights, or hardware. Requests are tracked from start to finish for accountability.
3. Problem management
Focuses on identifying recurring issues, finding root causes, and preventing the same problems from happening again.
4. Change management
Ensures that system updates, patches, or configuration changes are planned, reviewed, and executed with minimal disruption.
5. Asset and configuration management
Tracks all IT assets such as hardware, software, and licenses, and maps out how they are connected to support better decision-making.
6. Knowledge management
Provides a centralized knowledge base with solutions to common problems, FAQs, and guides, which empowers both IT staff and end-users to resolve issues faster.
7. Automation and workflow management
Automates repetitive tasks like ticket assignment, approvals, and notifications, freeing up IT staff to focus on more complex work.
8. Self-service portal
Offers employees an easy way to report issues, track requests, or find answers themselves without always involving IT staff directly.
9. Reporting and analytics
Delivers insights into IT performance, response times, recurring issues, and overall service quality to help teams improve continuously.
10. Integration capabilities
Connects with other business tools such as monitoring systems, collaboration platforms, or HR software to create a seamless IT ecosystem.
15 Best IT Service Management Tools
Let’s take a look at 15 IT service management tools that can help your team work smarter and keep operations running smoothly.
- Desk365
- ServiceNow IT Service Management
- Jira Service Management
- SysAid
- SolarWinds Service Desk
- BMC Helix ITSM
- Freshservice
- ManageEngine ServiceDesk Plus
- TOPdesk ITSM
- InvGate Service Management
- SymphonyAI IT Service Management
- Xurrent
- GLPI
1. Desk365
Desk365 is the best cloud-based AI- Powdered helpdesk that helps organizations streamline ticketing, automate workflows, and improve IT support delivery. It offers features such as AI-assisted ticket responses, automation, change/approval management, a unified inbox, omnichannel support, and detailed reporting. Designed with simplicity in mind, Desk365 integrates seamlessly with Microsoft Teams, making it easy for employees to raise and track requests directly within their collaboration platform.
Key features
1. Desk365 AI Agent
Desk365’s AI Agent helps support teams work faster and smarter by automatically generating reply suggestions based on past tickets and knowledge base content. Agents can review, edit, or regenerate these replies, saving time while keeping responses accurate and on-brand. It supports 30 languages, allowing teams to serve a global audience without needing multilingual staff. You can customize the tone and style to match your company’s voice. Alongside this, AI Actions enable agents to quickly summarize conversations or create knowledge base articles from resolved tickets, thereby reducing manual work and improving team efficiency.
2. Change/Approval management
Desk365’s Change and Approval Management feature makes it easier for teams to handle approvals in a clear, organized way. Instead of chasing people through endless email threads or waiting for manual sign-offs, approvals can be automated based on structured workflows that match how your organization operates. Whether it’s a step-by-step process where each person approves in order, or a more flexible setup where anyone in a group can approve, the system adapts to different needs. This saves time, speeds up decisions, and helps avoid unnecessary delays.
3. Service Level Agreements (SLAs)
Desk365 ensures timely resolution of tickets by monitoring SLAs. It provides periodic reminders to agents about upcoming due dates and alerts them when SLA infractions occur, helping teams stay on track and avoid delays.Â
4. Unified Inbox
Desk365 consolidates all customer support requests from various channels into a single, easy-to-use inbox. This feature allows agents to collaborate efficiently and manage requests without toggling between different communication platforms.Â
5. Automations
Desk365 offers a wide range of automation tools to improve productivity. For example, automation macros can be triggered when a ticket is created or updated, ensuring that routine tasks are handled automatically based on predefined conditions (such as ticket properties or customer events).Â
6. Real-time alerts and notifications
Instant notifications keep agents informed of updates to tickets. Whether it’s a new reply, a status change, or other activities, Desk365 ensures agents are aware of important developments in real-time, preventing them from missing critical updates.Â
7. Round-robin ticket assignment
To ensure a balanced workload, Desk365 includes a round-robin ticket assignment feature. This automatically distributes tickets to agents in a balanced way, improving response times and preventing any one agent from becoming overwhelmed.Â
8. Knowledge base
Desk365 makes it easy to create and share knowledge base articles with your team and customers. The knowledge base can serve as a training tool for agents, and selected solution articles can be made public on the customer support portal, allowing customers to find answers on their own.Â
9. Custom ticket views and reports
Desk365 offers customizable ticket views and detailed analytics that allow you to monitor your team’s performance. You can track metrics like ticket resolution time, agent performance, and customer satisfaction, helping you to make data-driven decisions to improve your support process.Â
10. Omnichannel support
Desk365 integrates with multiple channels, making it easy for customers to reach you through the medium they prefer. Channels include:Â
- Microsoft Teams: Customers can create tickets, check statuses, and respond to agents all within Teams.Â
- Email: Incoming emails are converted into tickets, and agents can respond directly from the platform.Â
- Web Widget: A customizable widget that can be embedded on your website for easy ticket creation.Â
- Web Form: A configurable iframe form that can also be added to your website for seamless ticket creation.Â
11. Customization options
Desk365 allows extensive customization to suit the specific needs of your business. You can tailor:Â
- Agent roles and permissions for different levels of access.Â
- Ticket forms with custom fields and workflows to align with your processes.Â
- Support portal appearance to match your branding.Â
- Email settings and secondary email configurations for different departments (e.g., sales, marketing).Â
Desk365 Pricing
Pricing:
Lowest Paid Plan: $12/agent/month
Highest Paid Plan: $20/agent/month
Free trial available.
Why should you consider Desk365?
This review highlights that Desk365 stands out as an excellent support desk solution due to its ability to organize support emails effectively, affordability, and a highly responsive support team. It offers configurable options that meet users’ needs, with regular updates and the ability to suggest and see enhancements implemented. Users have been very satisfied after using it for over two years, praising its reliability and continuous improvements that enhance overall support desk performance.
Pros - An Excellent Solution for Support Desk System
We were looking for a solution to help organize our support email and we found this one. We vetted several companies, but this one seemed to be one of the best. It had configuration options that suited our needs, was affordable, and their support team was very responsive. We’ve been using this program for a little over 2 years now and we couldn’t be happier. The updates are always a plus and we can submit ideas for enhancements that actually are implemented. Couldn’t be happier with a Support Desk Solution!
See how customers use Desk365 to streamline internal operations, support external users, and scale efficiently with a helpdesk that truly delivers.
Switch to a better Ticketing System now!
2. ServiceNow
ServiceNow is an industry leader in IT service management, designed for large organizations with complex IT infrastructures. It is a comprehensive solution that goes beyond traditional ITSM capabilities to include IT operations management (ITOM), business process automation (BPA), and customer service management (CSM). ServiceNow is highly customizable, scalable, and integrates seamlessly into enterprise IT environments.
How it stands out:
ServiceNow is known for its vast array of features that cater to the needs of large enterprises. One of the key differentiators is its Configuration Management Database (CMDB), which helps organizations map out and manage their IT assets and infrastructure. Additionally, it leverages AI and machine learning for predictive analytics, allowing businesses to proactively manage issues before they arise.
Pros
Extremely scalable and robust for enterprise-level operations
Industry-leading CMDB for asset and infrastructure mapping
Advanced AI/ML capabilities for proactive issue management
Wide range of integration options for enterprise tools
Highly customizable for different business workflows
Cons
High cost, especially for enterprise-level deployments
Steep learning curve and complex implementation process
Requires expert resources for customization and administration
May be over-engineered for SMB needs
Pricing:
Pricing for ServiceNow is customized based on the size and needs of the organization. However, typical pricing ranges from:
Basic Plans: Around $100–$200 per user/month
Enterprise Plans: Can range from $500 per user/month and upwards, depending on the number of users, required modules, and deployment preferences (cloud or on-premise).
3. Jira Service Management
Jira Service Management (JSM), developed by Atlassian, is an ITSM solution designed for agile development teams. It is highly integrated with Jira Software, making it ideal for organizations already using Atlassian tools. JSM facilitates collaboration across IT, development, and support teams with shared workflows and incident management.
How it stands out:
JSM stands out through its integration with Jira Software and Confluence, enabling agile teams to work in sync with IT operations. It supports DevOps, agile workflows, and real-time collaboration for faster incident response and project delivery.
Pros
Deep integration with Atlassian tools (Jira Software, Confluence)
Customizable workflows and SLAs
Ideal for agile and DevOps teams
Affordable for small to mid-sized teams
Built-in knowledge base and automation tools
Cons
Can be complex for non-technical users
Requires configuration for full ITIL compliance
Some advanced features need additional plugins
Less suited for companies outside the Atlassian ecosystem
Pricing:
Free plan: for up to 3 agents
Standard plan: $20 per agent/month
Premium plan: $40 per agent/month
Enterprise plan: custom pricing
4. SysAid
SysAid is an affordable and customizable IT service management platform that caters to SMBs and mid-sized organizations. It offers a range of ITSM features, including incident and problem management, service catalog, asset management, and reporting. SysAid allows for extensive customization of workflows and service catalogs
How it stands out:
SysAid offers a high degree of customization without excessive complexity. Features like asset management and remote support make it great for SMBs looking for a practical, hands-on approach to IT management. It integrates with many common business tools, increasing operational efficiency.
Pros
Affordable for SMBs and mid-sized businesses
Extensive workflow and form customization
Built-in remote desktop and asset management
Offers both cloud and on-premise deployment
User-friendly and flexible UI
Cons
Interface feels outdated compared to modern platforms
Limited AI and automation capabilities
Reporting tools are not very advanced
Smaller third-party integration ecosystem
Pricing:
Standard plan: starts at $1,190 per year for a single agent
Additional licenses and enterprise features available with custom pricing
5. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT service management platform that combines ITSM with IT operations management. It includes modules for incident management, asset tracking, service requests, and a knowledge base. It integrates seamlessly with SolarWinds’ network monitoring tools for unified IT management.
How it stands out:
SolarWinds Service Desk is ideal for organizations already using SolarWinds products. Its ability to unify service desk and network monitoring makes it especially efficient for IT teams. The tool is simple, efficient, and quick to deploy.
Pros
Seamless integration with SolarWinds network tools
Affordable and easy to implement
Effective ticketing and asset management
Strong self-service portal and automation features
Good fit for hybrid IT environments
Cons
Limited advanced ITSM features
Not as customizable as other tools
AI and machine learning features are basic
Works best within the SolarWinds ecosystem
Pricing:
Standard plan: $19 per agent/month
Professional plan: $39 per agent/month
Enterprise plan: $79 per agent/month
Learn more about Solarwinds Service Desk
6. BMC Helix
BMC Helix is an enterprise-grade ITSM platform offering a full suite of ITIL-aligned features such as incident, problem, change, and asset management. It includes AI-driven automation and predictive analytics, and supports deployment in cloud, on-premise, or hybrid environments.
How it stands out:
BMC Helix excels through its use of AI and machine learning for IT operations and service delivery. It offers flexible deployment and deep integrations with enterprise systems, making it well-suited for global, complex organizations.
Pros
Powerful AI/ML for automation and prediction
Fully ITIL-compliant with robust features
Flexible deployment (cloud, on-premise, hybrid)
Scales well for global enterprise needs
Comprehensive reporting and analytics
Cons
High cost of ownership
Complex to configure and manage
Requires dedicated IT expertise
May be too advanced for smaller teams
Pricing:
Starts at around $100 per user/month
Custom pricing applies for larger deployments and advanced modules
7.Freshservice
Freshservice is a modern ITSM platform by Freshworks designed with simplicity and usability in mind. It offers a wide range of ITIL-aligned features, including incident, problem, change, and asset management. With a user-friendly interface, automation capabilities, and AI-driven service management, Freshservice helps IT teams deliver faster, more efficient support. It is available in the cloud, making it ideal for organizations looking for flexibility and scalability.
How it stands out:
Freshservice is known for its clean, intuitive design and ease of adoption compared to more complex ITSM tools. It provides strong automation workflows, a self-service portal, and integrated asset management, making it a great choice for teams of all sizes.
Pros
Easy to set up and use with minimal training required
Strong automation and workflow capabilities
Cloud-based with quick deployment
Includes a self-service portal and knowledge base
Affordable pricing compared to many enterprise ITSM tools
Cons
Limited advanced customization compared to enterprise-grade platforms
Reporting features could be more robust
May not scale as well for very large, complex organizations
Pricing:
Plans start at around $19 per user/month
Tiered pricing based on features and number of agents
8. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a comprehensive ITSM solution built to help IT teams manage incidents, service requests, problems, changes, and assets in line with ITIL practices. It offers both cloud and on-premise deployment options, making it suitable for organizations with diverse infrastructure needs. Known for its flexibility and affordability, ServiceDesk Plus caters to businesses of all sizes, from SMBs to large enterprises.
How it stands out:
ServiceDesk Plus stands out for its balance of affordability and robust features. It provides multi-channel support, automation workflows, integrated asset management, and strong customization options. Its on-premise availability makes it a preferred choice for organizations that require more control over their ITSM environment.
Pros
Affordable pricing with strong value for features
Available both on-premise and in the cloud
Easy to customize workflows, forms, and automations
Includes asset and project management capabilities
Multi-channel support (email, phone, self-service portal, etc.)
Cons
The user interface can feel outdated compared to modern ITSM tools
Reporting and analytics are less advanced
May require additional setup effort for larger implementations
Pricing:
Starts at around $10 per technician/month (cloud version)
On-premise licensing available with perpetual or subscription models
Pricing scales with modules and the number of technicians
Learn more about ManageEngine ServiceDesk Plus
9. TOPdesk ITSM
TOPdesk is an IT service management solution designed to simplify service delivery for IT teams and beyond. It follows ITIL-aligned practices and supports modules such as incident, change, problem, and asset management. With a strong focus on ease of use and collaboration, TOPdesk helps organizations improve efficiency across IT as well as other departments like HR and Facilities.
How it stands out:
TOPdesk is known for its user-friendly interface and versatility. It not only supports IT operations but also enables enterprise service management by extending its use to non-IT teams. With powerful self-service features and workflow automation, it makes service delivery more accessible across the organization.
Pros
Clean, intuitive interface that is easy to adopt
Supports enterprise service management beyond IT
Strong self-service portal and knowledge base
Flexible deployment options (cloud and on-premise)
Scalable for small to large organizations
Cons
Reporting and analytics could be more advanced
Customization options are somewhat limited compared to enterprise-heavy ITSM tools
Some features may require add-ons or higher-tier plans
Pricing:
Pricing is quote-based, depending on deployment and modules
Known to be competitively priced for mid-market and enterprise organizations
10. InvGate Service Management
InvGate Service Management is an ITSM solution built to streamline IT operations while maintaining affordability and ease of use. It supports ITIL-aligned practices, including incident, problem, change, and asset management. With a focus on intuitive design, workflow automation, and strong self-service capabilities, InvGate is well-suited for organizations seeking a balance between functionality and cost-effectiveness.
How it stands out:
InvGate Service Management is recognized for its modern interface and cost-efficient approach. It enables IT teams to implement ITIL best practices without the complexity of larger enterprise systems. Its customizable workflows, knowledge base, and self-service portal empower both IT staff and end-users, improving overall service delivery.
Pros
Affordable compared to enterprise-grade ITSM platforms
Clean and intuitive user interface
Strong self-service portal and knowledge management
Customizable workflows and automation
On-premise and cloud deployment options available
Cons
Reporting and analytics may be less advanced than top-tier competitors
Limited integrations compared to larger ITSM ecosystems
May not scale as effectively for very large, complex enterprises
Pricing:
Pricing is available upon request (based on deployment and number of agents)
Positioned as a cost-effective option for mid-sized organizations
11. SymphonyAI IT Service Management
SymphonyAI IT Service Management is an AI-driven ITSM platform designed to modernize and streamline IT operations. It aligns with ITIL best practices and includes core modules such as incident, problem, change, release, and asset management. With embedded AI, machine learning, and automation, SymphonyAI helps IT teams deliver proactive, predictive, and efficient service management.
How it stands out:
SymphonyAI ITSM stands out for its heavy use of artificial intelligence and analytics. By leveraging AI-powered insights, it enables IT teams to identify patterns, resolve issues faster, and even prevent incidents before they occur. Its cloud-native architecture also ensures scalability and flexibility for modern enterprises.
Pros
Strong AI and machine learning capabilities for predictive ITSM
Comprehensive ITIL-aligned modules
Cloud-native with flexible deployment options
Built-in automation to reduce manual effort
Scales well for mid-size to large enterprises
Cons
Can be more expensive than mid-market ITSM tools
May require training for teams to fully leverage AI-driven features
Fewer community resources compared to long-established ITSM vendors
Pricing:
Pricing is available upon request
Positioned as a premium ITSM solution with advanced AI features
12. Xurrent IT Service Management
Xurrent is an AI-powered ITSM platform—formerly known as 4me—that brings together IT service management (ITSM), enterprise service management (ESM), and IT operations management (ITOM) into a single, unified solution. Designed for rapid deployment and intuitive use, Xurrent offers full ITIL coverage right out of the box—no expensive add-on modules required
How it stands out:
Xurrent stands out for its powerful blend of AI-driven automation, low-code customization, and enterprise-level readiness. With its intelligent workflows, AI-driven ticket summarization and knowledge generation, and seamless integration capabilities, teams can launch the platform in mere weeks—often around four to five—rather than months or quarters. Additionally, it supports organization-wide service delivery, extending beyond IT to HR, Finance, Facilities, and more
Pros
Full ITIL process coverage with no hidden module costsÂ
AI-enabled automation that accelerates routine workflows and enhances productivity (up to 70%)Â
Fast implementation—go live in weeks, not quartersÂ
Supports enterprise service management across departmentsÂ
Secure and compliant: SOC-2, ISO-certified, AWS Bedrock, BYOK encryption
Cons
As a newer player, it may have fewer community resources or third-party integrations compared to more established ITSM tools
Custom pricing based on deployment scope, which may require direct vendor engagement to estimate costs
Pricing:
Pricing is available upon request and typically customized based on scale and deployment needs
Positioned as a modern, enterprise-ready solution that balances advanced functionality with efficient onboarding
13. GLPI ITSM
GLPI (Gestionnaire Libre de Parc Informatique) is an open-source IT service management tool that provides a wide range of features for managing incidents, requests, problems, changes, and IT assets. It is highly flexible, with a large ecosystem of plugins that extend its functionality. GLPI is widely adopted by organizations looking for a cost-effective, customizable ITSM platform that can be deployed on-premise or in the cloud.
How it stands out:
GLPI stands out as one of the most popular open-source ITSM solutions. It combines IT asset management (ITAM) with service desk capabilities, offering an all-in-one platform. Its plugin ecosystem and active community support make it highly adaptable for organizations that want to tailor the tool to their specific needs.
Pros
Open-source and free to use, with no licensing fees
Large plugin ecosystem for extending functionality
Strong asset management features integrated with ITSM
Active community support and frequent updates
Available both on-premise and as a managed cloud service
Cons
User interface can feel less polished compared to commercial ITSM tools
Requires technical expertise for installation, configuration, and maintenance
Advanced features often depend on third-party plugins
Limited official customer support unless using a paid cloud version
Pricing:
Free and open-source for on-premise deployment
Paid plans available for GLPI Network (cloud or supported version) with pricing based on users and features
How to choose the right ITSM tools?
Choosing the right ITSM tool depends on your organization’s size, goals, and IT maturity. Here are the key factors to consider when evaluating options:
1. Business needs and scale
Identify whether your organization is small, mid-sized, or enterprise-level.
Smaller businesses may prioritize affordability and ease of use, while enterprises require scalability, compliance, and advanced automation.
2. Core ITSM features
Look for ITIL-aligned capabilities such as incident, problem, change, and asset management.
Ensure the tool has a strong ticketing system, reporting, and workflow automation.
3. Ease of use and adoption
The platform should have an intuitive interface so agents and end-users can adapt quickly.
Check whether training or technical expertise is needed for setup and ongoing use.
4. Deployment options
Decide if you need cloud-based flexibility, on-premise control, or a hybrid model.
Cloud tools often offer faster deployment, while on-premise may suit organizations with strict compliance needs.
5. Automation and AI
Modern ITSM tools should support workflow automation and AI-driven features like smart ticket routing, predictive analytics, or virtual agents.
This reduces manual work and improves resolution times.
8. Self-service and knowledge management
A good ITSM tool should provide a self-service portal and a searchable knowledge base.
This empowers users to solve simple issues themselves, reducing ticket volumes.
9. Vendor support and community
Consider the quality of vendor support, documentation, and training.
A strong user community and marketplace can make adoption and customization easier.
10. Cost and licensing
Compare subscription costs, licensing models, and potential add-ons.
Balance budget constraints with required features—sometimes the cheapest tool may not scale with your growth.
Frequently asked questions
An ITSM (IT Service Management) tool is software that helps organizations plan, deliver, operate, and control IT services. It usually includes features like ticketing, incident management, change management, asset tracking, and self-service portals.
ITSM tools bring structure and efficiency to IT operations. They help reduce downtime, improve response times, and provide better visibility into IT processes. Ultimately, they enable IT teams to support business goals and improve employee productivity.
Some of the most important features include:
Incident and request management
Problem and change management
Asset and configuration management
Knowledge base and self-service portal
Workflow automation
Reporting and analytics
Integration with other tools (e.g., collaboration apps, monitoring systems)
For smaller teams, tools like Desk365, Freshservice (starter plans), or Jira Service Management (free tier) are good fits because they are affordable, easy to use, and quick to deploy.
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For complex, enterprise-scale environments, tools like ServiceNow, BMC Helix ITSM, SymphonyAI, or Xurrent are often preferred. They provide deep ITIL coverage, strong automation, and scalability.
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Yes. GLPI is a popular open-source ITSM tool that can be self-hosted at no cost. Jira Service Management also offers a permanent free plan for up to 3 agents.
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Most commercial ITSM tools do. For example:
Desk365 (21 days)
Freshservice (14 days)
SolarWinds Service Desk (30 days)
ManageEngine ServiceDesk Plus (30 days)
Yes. Many modern ITSM tools offer integrations with Teams, Slack, and other platforms. For example, Desk365 is designed specifically around Microsoft Teams integration.
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