Choosing the right ITSM tool is a key step in shaping how IT teams deliver services and support business goals. The market is evolving quickly, with vendors expanding features to cover automation, AI-driven support, and integrations that go beyond IT. For organizations planning their 2026 IT strategy, understanding what each tool offers is critical.
According to a study by Harvard Business Review, organizations that improved their ITSM practices reported heightened data security (63%), better alignment of IT with business priorities (59%), stronger support for remote work (58%), and improved employee productivity (53%). One key factor in these outcomes is adopting an integrated ITSM platform, which reduces complexity and provides a foundation for long-term digital transformation.
In this complete guide to ITSM software, you’ll find twelve standout tools projected to lead in 2026 — each with different strengths, use cases, and trade-offs.
Why trust us?
At InvGate, we’ve seen first-hand how organizations use IT Service Management to improve the way they deliver support. Our team has worked alongside customers to implement service desk practices, design workflows, and adopt automation—so we understand both the opportunities and the sticking points.
That practical experience, combined with continuous research into the ITSM market, shaped this list. The result is a guide that reflects real-world needs while giving you an informed view of the leading software options in 2026.
IT Service Management software buying guide
IT Service Management software comparison
These are the most important IT Management platforms in the market. In the following sections, we will break them down for you.
12 Best 12 ITSM tools for 2026: Expert review
1. InvGate Service Management
InvGate Service Management is a comprehensive, ITIL-aligned ITSM solution designed for fast onboarding, ease of use, and enterprise-grade scalability. With an 86.96% positive ease-of-use perception (well above industry leaders like ServiceNow) it helps organizations streamline IT processes and accelerate time-to-value, whether deployed on-premises or in the cloud.
Powered by AI-driven automation and self-service, InvGate Service Management enables IT, HR, Facilities, and other departments to work smarter. AI helps classify, prioritize, and route tickets instantly, surface relevant knowledge articles, and even suggest resolution actions, reducing ticket volumes by up to 15% while improving user satisfaction.
InvGate also earned recognition as a 2025 Gartner Peer Insights Customers’ Choice, with an average rating of 4.9/5 across 73 reviews and a 94% “willingness to recommend” score.
InvGate Service Management features
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AI-powered automation: Automatically categorize and route tickets, recommend solutions, and identify trends before they escalate—reducing manual work and speeding up resolution times.
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No-code workflow builder: Drag-and-drop components to design complex, multi-step workflows with approvals and automation — no technical expertise required. Pre-built templates for IT, HR, and Facilities speed up deployment.
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AI-enhanced self-service: Offer users personalized, intelligent service portals that proactively suggest answers, guiding them to resolution without logging a ticket.
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Reporting and analytics: Create detailed dashboards and export flexible reports to track performance, identify improvement opportunities, and demonstrate IT’s business value.
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Unified ITSM + ITAM: Natively integrates with InvGate Asset Management for real-time asset visibility, impact analysis, and end-to-end service resolution.
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Enterprise-ready integrations: Connect with identity management, monitoring, and collaboration tools via robust APIs and pre-built connectors to support complex environments.
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Post-sale support & customer success: Rapid go-live with hands-on onboarding, dedicated success managers, and continuous optimization support from product experts.
InvGate Service Management pricing
InvGate offers flexible pricing plans that scale to meet the unique needs of your organization.
- Starter at $17/agent/month up to 5 agents.
- Pro at $40/agent/month from 6-50 agents.
- Enterprise offers custom pricing for larger organizations.
We also offer a free trial, so you can try our software before committing to a plan.
InvGate Service Management user reviews and ratings
- Gartner Peer Reviews score: 4.8
- G2 score: 4.6/5
It's the most thought-through ServiceDesk tool I have seen so far. It feels like somebody sat down and said "How can I make the most accessible, yet extensive, ServiceDesk tool for both agents and users."
User review from Gartner, Head of ITSM
2. ServiceNow ITSM
ServiceNow ITSM is one of the most widely recognized platforms used by enterprises and large organizations. Initially focused on IT Service Management (ITSM), it has since expanded into areas like HR, customer service, and security operations. Known for its scalability, it suits businesses that need a highly configurable Service Management platform. It's primarily cloud-based and integrates with a broad range of third-party applications.
Keep in mind that getting the platform up and running takes significant time since it has numerous modules to configure and customize. Without full commitment, the benefits may not outweigh the effort and cost.
ServiceNow features
- ITOM and ITSM integration. Expands beyond Service Management into broader IT operations.
- Low-code capabilities. Allows custom applications to be built within the platform.
- Workflow automation.
- AI-powered virtual agents and predictive intelligence.
- Integration with HR, security, and customer service modules.
ServiceNow pros
- Highly scalable for large, complex environments.
- Wide range of modules for different business needs.
- Scalable for enterprises.
- Extensive integration options
ServiceNow cons
- Higher cost compared to other ITSM tools.
- Steep learning curve.
- Costly and long implementation.
- May be more than smaller organizations need.
ServiceNow pricing details
ServiceNow doesn’t disclose its pricing. We can tell you that costs depend on several factors: the chosen modules, the number of users, the type of licenses acquired, and the level of support.
ServiceNow user reviews and ratings
- Gartner Peer Insights score: 4.3
- G2 score: 4.3
“The level of customisation is awesome and UI is very intriguing. I use this everyday to manage and get reports assigned or resolved by my team. The customisation comes with too many hurdles and we need to do more work to achieve. The cost of the tool is too high and there are few cheap alternatives also.”
User review from G2, Test Automation Analyst
3. Jira Service Management
Developed by Atlassian, Jira Service Management is known for combining ITSM capabilities with DevOps practices. It’s particularly strong in organizations that already use Jira Software, since the integration makes it easy to align IT support with development workflows. It’s a cloud-first platform but also offers a data center option for on-premise deployment.
Jira Service Management features
- Incident tracking.
- Real-time collaboration features.
- Customizable request portals for end-users.
- Customizable workflows.
- Automation rules.
Jira Service Management pros
- Great for agile workflows.
- Strong integration with Jira Software and Confluence.
- Strong developer community support.
- Flexible setup and workflow customization.
Jira Service Management cons
- Requires Atlassian ecosystem familiarity.
- Higher pricing point.
- Reporting requires additional configuration.
- Hard for users to learn and adapt to.
Jira Service Management pricing details
It offers subscription-based plans with tiered pricing based on the number of agents.
- Free: Free for up to three agents.
- Standard: $19 per agent, per month.
- Premium: $48 per agent, per month.
Starting with 201 agents, you can contact the sales team to access the quote for the Enterprise plan.
Jira Service Management user reviews and ratings
- Gartner Peer Insights score: 4.4
- G2 score: 4.2
“What I like most about Jira Service Management would be the possibility of being able to use the workflow designer that is included in the tool and being able to design the workflows that I need according to the area of my company. I think Jira's weak point is ease of use. It is a tool that has a fairly slow learning curve and is not as intuitive for users who are not in the Technology environment. Added to that, their IT asset manager is not that good.”
User review from G2, Account Executive
4. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT Service Management (ITSM) platform that adheres to ITIL best practices, offering a comprehensive suite for incident, problem, change, and release management.
It is often used as part of the SolarWinds suite of IT management tools, which also includes network monitoring, database management, and IT automation solutions.
SolarWinds features
- Integrated IT monitoring. Connects Service Management with system performance tracking.
- Configuration Management. Automates configuration backups and changes.
- Log analysis for troubleshooting.
- Incident and Problem Management.
SolarWinds pros
- Strong focus on network management.
- User-friendly dashboards.
- Affordable compared to competitors.
- Strong automation.
SolarWinds cons
- Limited scalability for large enterprises.
- Slow loading reports.
- Some integrations require extra setup.
- Security concerns in the past.
SolarWinds pricing details
There are three pricing tiers for SolarWinds Service Desk.
- Essentials: $39 per month / per technician
- Advanced: $79 per month per technician
- Premier: $99 per month / per technician
SolarWinds user reviews and ratings
- Gartner Peer Insights score: 4.4
- G2 score: 4.3
“The integration of help desk with remote support is one of my favorite aspects. SolarWinds is really good at being our helping hand to sort out problems. (...) However, using SolarWinds to manage all devices in the network is one of the challenges we face and this may create coverage holes.”
5. SysAid
SysAid is an ITSM platform offering help desk, Asset Management, and automation tools. It’s particularly strong in mid-sized companies that value customization and affordability.
SysAid has built a reputation for balancing ITIL-aligned functionality with practical tools for day-to-day IT operations, though its interface can feel less modern compared to competitors.
SysAid features
- Automated ticket routing with priority matrix.
- Self-service portal.
- Asset Management capabilities integrated into ITSM.
- Remote control and patch management options.
SysAid pros
- Easy to implement.
- Automated ticket routing.
- Strong customer support.
SysAid cons
- Limited advanced features compared to enterprise-grade tools.
- Less suitable for large enterprises with complex workflows.
- The interface could be more modern.
- Offers fewer features on-prem compared to cloud.
SysAid pricing details
SysAid offers tiered pricing: Help Desk, ITSM, and Enterprise. Specific pricing details are available upon request.
SysAid user reviews and ratings
- Gartner Peer Insights score: 4.6
- G2 score: 4.5
"It is the best ITSM tool with reasonable pricing. It automatically categorizes, prioritizes and assigns tickets based on the the predefined template. Integration of SysAid with existing tools is a bit time-consuming.”
User review from Gartner, IT Manager
6. Freshservice
Freshservice, developed by Freshworks, is a cloud-native ITSM platform designed with a strong focus on ease of use, quick implementation, and affordability. It integrates AI-driven automation to classify tickets, suggest solutions, and improve efficiency for IT teams.
Because of its intuitive design, Freshservice is often favored by SMBs and mid-market organizations that want a straightforward ITSM solution with strong automation capabilities.
Freshservice features
- Knowledge base with templates for IT documentation.
- Workload management.
- Real-time reports and analytics.
- Service catalog with workflow automation
Freshservice pros
- Easy to implement and use.
- Extensive plugin library.
- Strong AI and automation features.
Freshservice cons
- Limited customization.
- For smaller teams, it is not so scalable.
- Customization options can be limited
- Reporting is not as detailed as competitors
Freshservice pricing details
It offers 3 subscription levels with published price, the prices with annual billing are:
- Starter: $19 per agent, per month.
- Growth: $49 per agent, per month.
- Pro: $99 per agent, per month.
The fourth tier, Enterprise, requires a quote.
Freshservice user reviews and ratings
- Gartner Peer Insights score: 4.2
- G2 score: 4.6
"A great platform for ITSM. Now with workspaces, more company departments are working with service desks. There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Some parts of the software take longer to update, causing some problems when configuring the software.”
User review from G2, IT Manger
7. Ivanti Neurons
Ivanti Neurons for ITSM is part of Ivanti’s broader automation and Endpoint Management suite. It stands out for combining ITSM with strong endpoint and Asset Management capabilities, making it attractive to enterprises with complex IT estates.
Its standout feature is automation: Ivanti markets it as a “self-healing” platform that can proactively resolve issues and reduce manual work.
Ivanti Neurons features
- Automation across ITSM and endpoint management.
- Incident, problem, and Change Management modules.
- AI-driven self-healing and self-service options.
- Integrations with other Ivanti security and endpoint tools.
Ivanti Neurons pros
- Strong integration with endpoint and Asset Management.
- AI-driven automation across workflows.
- Suitable for complex enterprise environments.
Ivanti Neurons cons
- Pricing and licensing can be complex.
- Interface can feel overwhelming to new users.
- Implementation can be complicated and requires time and planning.
- Users report issues with support.
Ivanti Neurons pricing details
Ivanti provides pricing by quote, based on deployment size and modules. It is generally positioned toward mid-to-large enterprises.
Ivanti Neurons user reviews and ratings
- Gartner Peer Insights score: 4.2
- G2 score: 3.9
"Neurons has overall been a solid product. I have had issues with the hit or miss working of the connectors and data collection. Wish there were additional connectors for some products."
User review from Gartner, IT Endpoint Administrator
8. BMC Helix ITSM
BMC Helix ITSM is a well-established platform used by large organizations. It supports both cloud and on-premise deployment and integrates well with other enterprise tools.
Its predictive intelligence helps IT teams identify issues before they escalate, making it popular in industries that demand high service reliability. It integrates with BMC Helix Discovery and other BMC products to provide visibility across infrastructure and services.
BMC Helix ITSM features
- Multi-cloud management. Optimized for hybrid environments.
- AI-powered predictive analytics.
- Modular structure.
- Service Catalog.
BMC Helix ITSM pros
- Well-suited for large enterprises
- Strong multi-cloud support.
- Robust reporting tools.
- AI and predictive capabilities.
BMC Helix ITSM cons
- High licensing and implementation costs.
- Complex setup process.
- May be excessive for smaller organizations.
BMC Helix ITSM pricing details
Pricing is customized based on organizational needs, with quotes provided upon request.
BMC Helix user reviews and ratings
- Gartner Peer Insights score: 4.3
- G2 score: 3.7
“It's a very powerful solution, we can do everything we want but it is not very intuitive to implement, we have to do things in many different places, it has evolved a lot since last versions, but it has a lot to improve.”
User review from Gartner, IT VP
9. TOPdesk ITSM
TOPdesk is an ITSM solution developed in the Netherlands, designed to help organizations manage IT service requests, incidents, and changes. It also includes features for facilities and workflow management, making it suitable for organizations that want to centralize multiple service functions. The platform can be deployed in the cloud or on-premises, depending on organizational needs.
TOPdesk features
- Multi-channel access.
- Service catalog and self-service portal.
- SLA Management
- Facilities management integration.
TOPdesk pros
- Simple interface for both agents and users.
- Strong integration options.
- Good customer support.
- Good balance of IT and facilities management.
TOPdesk cons
- Limited advanced ITIL features.
- No advanced reporting features in lower-tier plans.
- Pricing can increase significantly with add-ons.
- Better suited to small and mid-sized organizations
TOPdesk pricing details
Pricing starts at $66 per user/month. Plans include Essential, Engaged, and Excellent tiers, offering varying levels of features such as SLA management and live chat.
TOPdesk user reviews and ratings
- Gartner Peer Insights score: 4.5
- G2 score: 4.2
“Broad range of functionality (lots of different modules) Quick and easy to reach support desk. Limited options without additional (paid) services from external suppliers, for example, when it comes to reporting.”
User review from Gartner, IT Manager
10. TeamDynamix ITSM
TeamDynamix ITSM distinguishes itself by combining ITSM functionality with project portfolio management (PPM), which is not common in most ITSM platforms.
The platform is designed to help organizations manage both IT services and projects from a single system, which is particularly useful for higher education institutions, public sector organizations, and mid-sized companies. It includes standard ITIL-aligned processes for incidents, problems, and changes, along with a self-service portal and no-code automation features.
TeamDynamix ITSM features
- Combines Service Management with project portfolio capabilities.
- No-code automation builder.
- Self-service portal.
- Incident, problem, and Change Management.
TeamDynamix ITSM pros
- Easy to implement and customize.
- Competitive pricing.
- Reliable and user-friendly for IT teams.
TeamDynamix ITSM cons
- PPM features have a steep learning curve.
- Limited analytics compared to some competitor's advanced features.
- May lack advanced enterprise features.
- Pricing details not transparent.
TeamDynamix ITSM pricing details
Specific costs are available upon request.
TeamDynamix user reviews and ratings
- Gartner Peer Insights score: 4.6
- G2 score: 4.2
"It's been a very positive experience. The vendor is responsive, the system performs well, and is flexible enough at the right price point (...) The interface is simple and easy to use. The learning curve is not as steep as other tools. It is not as fully customizable as more complex/expensive tools. Customizable forms do not permit a full range of graphic design options.”
User review from Gartner, IT Manager
11. EasyVista
EasyVista EV Service Manager is an ITSM platform with a strong presence in Europe and North America. It is a cloud-based tool that provides ITIL-aligned processes for service requests, incidents, and changes, along with knowledge management and workflow automation.
The software supports integration with other IT and business applications, making it adaptable for mid-sized organizations. Its strength lies in delivering a user-focused ITSM solution with efficiency and accessibility.
EasyVista features
- Service catalog and request automation.
- Knowledge management tools.
- Mobile-first design for agents and end-users.
- Integrations with third-party applications.
EasyVista pros
- Intuitive and mobile-friendly design.
- Strong workflow automation.
- Good fit for mid-sized organizations.
EasyVista cons
- Less adoption in very large enterprises.
- Fewer integrations compared to top-tier vendors.
- Limited visibility in analyst reports.
EasyVista pricing details
Pricing is quote-based and depends on the number of agents and modules. Generally more affordable than enterprise-first platforms.
EasyVista user reviews and ratings
- Gartner Peer Insights score: 4.6
- G2 score: 4.2
"Very customisable solution, we spent 6 months to set it up. Deployment and upgrades should be more industrialised. Catalogues based on ITIL is easy to set up. Front office is not that user friendly and so easy to set up. Change Management was not completely successfull on that point."
User review from Gartner, Operation manager
12. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus, developed by Zoho Corporation, is a well-known ITSM tool particularly popular among SMBs and mid-market companies.
Alongside ITIL-aligned modules for incident, problem, and change management, it also includes integrated Asset Management, making it an appealing choice for teams looking to unify ITSM and ITAM. Users like the extensive features at its price point.
ManageEngine ServiceDesk Plus features
- Incident, problem, and Change Management.
- Integrated IT Asset Management.
- Self-service portal with knowledge base.
- On-premise and cloud deployment options.
ManageEngine ServiceDesk Plus pros
- Affordable for smaller organizations.
- Flexible deployment choices.
- Integrated Asset Management.
ManageEngine ServiceDesk Plus cons
- Interface can feel dated.
- Limited advanced ITIL features.
- Scalability challenges for very large enterprises.
ManageEngine ServiceDesk Plus pricing details
Pricing is available in both cloud subscription and perpetual licensing models. Plans vary based on number of agents and modules.
ManageEngine ServiceDesk Plus user reviews and ratings
- Gartner Peer Insights score: 4.4
- G2 score: 4.2
"Point of contact with the vendor was well established. Trained and experienced staff involved in delivering initial demos and proof of concept. Ease of use, intuitive UI. Low-code configurations. Easily deployable. Suitable for small to large organizations. Product is still evolving, there are gaps in the administrative processes. Plugins will be appreciated for integration with industry standard applications."
User review from Gartner, ITSM Technical Consultant
In closing
Do you need more help to choose the right IT Service Management tool for your organization? We have plenty of resources for you! Make sure to take a look at this free ITSM RFP template, a guide for you to ask all the right questions to potential vendors.
Plus, we have a great support team to guide you through the whole process! If you don't believe us, you can ask them yourself. Just schedule a call with our experts (with no strings attached).
