Introduction

IT Service Management (ITSM) is a critical approach that organizations use to design, deliver, manage, and improve the way IT is used within an organization. ITSM incorporates best practices for managing IT services, aligning them with business needs, and ensuring that IT services are delivered efficiently and effectively. In 2025, as businesses continue to grow and integrate more technology into their operations, ITSM tools have become indispensable for managing everything from helpdesk tickets and incidents to asset management, change management, and beyond.

In 2025, ITSM tools help organizations automate workflows, enhance service delivery, manage incidents, and improve communication within IT teams and across the business. Choosing the right ITSM tool is essential to improve efficiency, reduce downtime, and ensure a seamless experience for both employees and customers. When evaluating ITSM tools, users should look for factors like scalability, automation, ease of use, ITIL compliance, reporting capabilities, and integration with other enterprise systems.

This blog post highlights the Top 10 IT Service Management (ITSM) Tools for 2025, examining their features, pros, cons, pricing, and standout features to help you make an informed decision.

Top 10 IT Service Management (ITSM) Tools for 2025

1. ServiceNow

Short Description: ServiceNow is one of the most widely used ITSM platforms, offering comprehensive solutions for automating IT processes, managing incidents, changes, and services. Its robust platform is ideal for large enterprises requiring scalability, flexibility, and an extensive range of IT management features.

Key Features:

• ITIL-aligned best practices for incident, problem, change, and request management
• Cloud-native platform with multi-cloud support
• Advanced automation and AI-driven workflows
• Centralized service catalog for all IT services
• Integrated with various enterprise systems like HR, finance, and security
• Real-time reporting and analytics for proactive service delivery

Pros:

• Highly scalable and suitable for large organizations
• Advanced automation and AI features improve service efficiency
• Extensive integrations with other enterprise systems

Cons:

• High cost, especially for small to mid-sized businesses
• Complex setup and configuration that may require dedicated resources

2. Freshservice

Short Description: Freshservice by Freshworks is a cloud-based ITSM tool that helps businesses manage incidents, service requests, changes, and assets. It’s ideal for businesses of all sizes looking for an affordable and user-friendly solution to manage their IT services.

Key Features:

• ITIL-compliant workflows for incident, problem, and change management
• Self-service portal for users to submit requests and find solutions
• Asset management for tracking hardware and software assets
• Knowledge base integration for self-service support
• Real-time reporting and customizable dashboards
• Mobile app for service management on-the-go

Pros:

• User-friendly interface with minimal setup required
• Affordable pricing plans for small to mid-sized businesses
• Strong ITIL compliance and support for ITSM best practices

Cons:

• Lacks some advanced features for larger enterprises
• Limited customization options compared to more robust tools

3. Jira Service Management

Short Description: Jira Service Management, a part of the Atlassian suite, integrates ITSM with agile project management, making it ideal for development and IT teams. It offers powerful features for managing incidents, requests, changes, and asset management in a fast-paced environment.

Key Features:

• Incident, problem, and change management workflows aligned with ITIL
• Seamless integration with Jira Software for agile project management
• Customizable request forms and SLAs
• Automation rules to speed up ticket resolution
• Advanced search and filtering with Jira Query Language (JQL)
• Self-service portal with knowledge base integration

Pros:

• Perfect for teams already using other Atlassian tools
• Flexible automation and customization features
• Great for agile environments and cross-team collaboration

Cons:

• Can be overwhelming for non-technical users
• Requires Jira Software for full functionality, adding to the cost

4. BMC Helix ITSM

Short Description: BMC Helix ITSM is a cloud-native IT service management platform that leverages AI and automation to enhance service management processes. It’s ideal for enterprises needing a comprehensive solution for incident management, change management, and IT asset management.

Key Features:

• AI-powered incident management and self-healing capabilities
• Full ITIL support with best practices for IT service delivery
• Cloud-based and flexible, with multi-cloud deployment options
• Advanced reporting and analytics for proactive service management
• Integration with other BMC solutions for complete IT operations management
• Mobile app for on-the-go IT service management

Pros:

• AI and automation features improve service delivery efficiency
• Highly scalable for large enterprises with complex needs
• Strong reporting and analytics tools for performance optimization

Cons:

• High pricing, particularly for small businesses
• Complex setup and configuration requiring dedicated resources

5. Ivanti ITAM & Service Management

Short Description: Ivanti offers an integrated IT asset management (ITAM) and ITSM solution, ideal for businesses that need both service management and asset tracking capabilities. It combines ITIL-aligned workflows with robust asset management features, making it perfect for organizations looking to optimize both.

Key Features:

• Integrated ITAM and ITSM capabilities in one platform
• Full ITIL support for incident, problem, change, and request management
• Automated service delivery and asset lifecycle management
• Real-time reporting and data analytics
• Mobile app for managing services on the go
• Cloud and on-premise deployment options

Pros:

• Combines ITSM and ITAM features for comprehensive service management
• Flexible deployment options (cloud or on-premise)
• Powerful automation features for reducing manual work

Cons:

• High pricing may be restrictive for small businesses
• Complex setup and customization options for non-technical users

6. Cherwell ITSM

Short Description: Cherwell ITSM provides a flexible, customizable IT service management platform that offers ITIL-compliant features. It is ideal for organizations that require a high level of customization and the ability to manage incidents, changes, and service requests in a dynamic environment.

Key Features:

• ITIL-based incident, problem, change, and request management
• Highly customizable workflows and service catalog
• Self-service portals with knowledge base and FAQs
• Integration with third-party applications and IT management tools
• Advanced reporting and analytics for improved service delivery
• Cloud-based with on-premise deployment options

Pros:

• Flexible and customizable to suit a wide range of IT environments
• Robust automation capabilities for streamlining workflows
• Extensive reporting tools to optimize IT operations

Cons:

• Can be overwhelming for users unfamiliar with ITIL practices
• Requires time and expertise to fully customize the platform

7. Zendesk for ITSM

Short Description: Zendesk is a popular customer support platform that offers ITSM features for managing IT service requests and support tickets. It is a great choice for businesses that want to integrate IT support with their customer service operations.

Key Features:

• Ticketing and service request management
• Multi-channel support (email, chat, phone, social media)
• Customizable SLAs and automated workflows
• Self-service portal and knowledge base
• Reporting and analytics for tracking performance
• Integration with third-party tools like Slack, Google Drive, and Salesforce

Pros:

• Great for businesses that want a unified support platform
• Easy-to-use interface and quick setup
• Affordable pricing for SMBs

Cons:

• Limited ITSM functionality compared to more specialized tools
• Lacks advanced features for larger enterprises

8. Freshdesk

Short Description: Freshdesk, a part of the Freshworks suite, is a cloud-based helpdesk software that provides ITSM capabilities. It’s a perfect solution for businesses looking for a comprehensive ITSM tool that integrates service desk operations with customer support.

Key Features:

• ITIL-aligned incident, problem, and change management
• Multi-channel support (email, chat, social media, phone)
• Knowledge base and self-service portals
• Automation rules and SLA management
• Real-time reporting and performance tracking
• Integrations with various tools like Slack and Jira

Pros:

• User-friendly interface with minimal setup required
• Excellent for SMBs looking for an affordable ITSM solution
• Strong multi-channel support and automation capabilities

Cons:

• Lacks advanced features required for large-scale enterprise environments
• Some integrations are limited to premium plans

9. TOPdesk

Short Description: TOPdesk is an IT service management platform focused on providing user-friendly tools for service desk operations, incident management, and service request management. It’s ideal for SMBs looking for a streamlined ITSM solution.

Key Features:

• Incident, request, and change management
• Self-service portals and knowledge base integration
• Service catalog for easy request management
• Automation for ticketing and workflow management
• Reporting and analytics for performance tracking
• Easy integration with third-party applications

Pros:

• Simple to set up and use with minimal training required
• Affordable pricing for SMBs
• User-friendly self-service portals for improved customer experience

Cons:

• Lacks some of the advanced features needed for larger enterprises
• Limited customization options compared to more flexible platforms

10. Samanage (Now part of ServiceNow)

Short Description: Samanage, now integrated with ServiceNow, is a robust ITSM platform designed for IT service management across industries. It’s perfect for growing businesses that need a reliable tool to manage incidents, assets, and service requests.

Key Features:

• ITIL-compliant incident, change, and problem management
• Asset management and IT asset lifecycle tracking
• Self-service portal and knowledge base integration
• Real-time reporting and SLA tracking
• Integration with other ServiceNow products for extended functionality
• Cloud-based platform with mobile access

Pros:

• Comprehensive ITSM solution with IT asset management
• Scalable for growing businesses with flexible plans
• Integration with ServiceNow for enhanced service management

Cons:

• Pricing can be high for smaller businesses
• Complex setup process, requiring expertise for full configuration

Comparison Table

Tool Name	Best For	Platform(s) Supported	Standout Feature	Pricing	Rating
ServiceNow	Large enterprises	Web, Windows, Linux	Automation and integration	Custom pricing	4.7/5
Freshservice	SMBs and mid-sized businesses	Web, iOS, Android	ITIL-aligned workflows	Starts at $19/month	4.5/5
Jira Service Management	Agile development teams	Web	Integration with Jira Software	Starts at $10/month	4.6/5
BMC Helix ITSM	Enterprises	Web	AI-driven service automation	Custom pricing	4.7/5
Ivanti ITAM & Service Management	SMBs to large enterprises	Web	Asset & service management	Custom pricing	4.5/5
Cherwell ITSM	Customizable workflows	Web	Highly customizable	Custom pricing	4.4/5
Zendesk for ITSM	SMBs	Web, iOS, Android	Customer service integration	Starts at $5/month	4.4/5
Freshdesk	SMBs	Web, iOS, Android	Multi-channel support	Starts at $15/month	4.3/5
TOPdesk	SMBs	Web	Service desk efficiency	Custom pricing	4.5/5
Samanage	Growing businesses	Web	Comprehensive ITSM features	Custom pricing	4.5/5

Which IT Service Management (ITSM) Tool is Right for You?

• Small to Medium Businesses (SMBs): Freshservice, Freshdesk, and TOPdesk provide affordable, user-friendly solutions for businesses looking to optimize their IT service management without a steep learning curve.
• Large Enterprises: ServiceNow, BMC Helix ITSM, and Ivanti ITAM & Service Management offer advanced features, automation, and scalability for complex enterprise environments.
• Agile Teams: Jira Service Management is the perfect fit for development teams that need a platform that integrates ITSM with agile workflows and project management.
• Customer-Centric IT Teams: Zendesk for ITSM and Freshdesk excel in environments where customer support and IT services need to be closely integrated.