Introduction  

As healthcare systems evolve in the digital age, secure and compliant IT Service Management (ITSM) platforms have become a non-negotiable part of the tech stack. With patient data privacy, strict regulatory mandates like HIPAA, and the increasing shift to hybrid and remote clinical teams, the stakes for choosing the best ITSM tools in 2025 have never been higher.

This guide evaluates the top 10 ITSM platforms for healthcare based on security, compliance, pricing models, licensing options, and support for integration and automation. Backed by insights from G2, Gartner, and leading analyst sources, this blog offers a comprehensive ITSM software comparison that supports IT budget planning for 2025 while prioritizing healthcare-grade compliance.

Why Healthcare Needs Specialized ITSM Platforms?

ITSM platforms in the healthcare sector must go beyond basic ticketing systems. Key requirements include:

• HIPAA, HITRUST, and GDPR compliance

• Role-based access control (RBAC)

• End-to-end audit logging

• Data encryption at rest and in transit

• Seamless integration with EHR, EMR, and SaaS tools

• Vendor management and license tracking for clinical apps

This blog evaluates platforms on how well they meet those needs and helps you make a decision aligned with your compliance and SaaS governance goals.

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Top 10 ITSM Platforms for Healthcare in 2025

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1. ServiceNow ITSM

Overview:
A market leader with strong support for healthcare organizations, ServiceNow enables complex workflow automation, role-based security, and compliance auditing.

ServiceNow Pricing: Custom quotes based on modules and scale
ServiceNow Licensing Options: Named user, role-based, enterprise bundles

Best Use Cases: Hospital systems, research organizations, global healthcare enterprises

Pros:
 Deep integration options  
 Advanced automation for clinical workflows
 HIPAA-ready modules

Cons:
 Expensive for SMB clinics
 Steep learning curve

G2 Rating: 4.4/5 - 882 Reviews
Gartner Peer Insights: 4.3/5 - 1950 Reviews

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2. Ivanti Neurons for ITSM

Overview:
Ivanti Neurons brings AI-powered service automation emphasizing security, patching, and endpoint compliance, which are critical for managing distributed clinical devices.

Ivanti Pricing: Quote-based
Ivanti Licensing Options: Per-user or role-based

Best Use Cases: Multi-location healthcare providers, compliance-focused teams

Pros:
 Predictive compliance and patch automation
 Endpoint security integrations

Cons:
 It may require dedicated admin resources

G2 Rating: 4/5 - 187 Reviews
Gartner Peer Insights: 4.2/5 - 305 Reviews  

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3. Freshservice by Freshworks

Overview:
A cloud-first ITSM that balances affordability with intuitive features—great for growing healthcare providers and outpatient networks.

Freshservice Pricing: Starts at $19/user/month
Freshservice Licensing Options: Agent-based, modular plans

Best Use Cases: Clinics, home health providers, mid-sized organizations

Pros:
 Easy HIPAA configuration
 Workflow automation
 Affordable

Cons:
 Not suited for complex hospital workflows

G2 Rating: 4.5/5 - 1253 Reviews
Gartner Peer Insights: 4.2/5 - 787 Reviews  

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4. ManageEngine ServiceDesk Plus

Overview:
Part of Zoho, this ITSM tool offers flexible deployment (on-prem/cloud) and is a budget-friendly option with strong compliance customization.

ServiceDesk Plus Pricing: Free for small teams, starts at $10/user/month
ManageEngine Licensing Options: Subscription, perpetual, on-prem/cloud

Best Use Cases: Community hospitals, budget-conscious organizations

Pros:
 Customizable for HIPAA compliance
 Affordable

Cons:
 UI could use modernization

G2 Rating: 4/5 - 231 Reviews
Gartner Peer Insights: 4.4/5 - 1128 Reviews

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5. BMC Helix ITSM

Overview:
Built for complex, regulated environments, BMC Helix offers enterprise-grade automation, ITIL-compliant processes, and advanced analytics.

BMC Helix Pricing: Enterprise-level, custom quotes
BMC Licensing Options: Modular licensing

Best Use Cases: Healthcare conglomerates, research institutions

Pros:
 Scalable and secure
 Role-based access control

Cons:
 Premium pricing

G2 Rating: 3.5/5 - 285 Reviews
Gartner Peer Insights: 4.3/5 - 188 Reviews

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6. SysAid ITSM

Overview:
It offers HIPAA-compliant modules, remote support capabilities, and audit trails, which are great for remote and distributed healthcare teams.

SysAid Pricing: Quote-based
SysAid Licensing Options: Concurrent/named user

Best Use Cases: Rural health, non-profit healthcare organizations

Pros:
 Built-in audit readiness
 Custom fields for PHI

Cons:
 Less suited for large enterprises

G2 Rating: 4.5/5 - 715 Reviews
Gartner Peer Insights: 4.4/5 - 655 Reviews

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7. Jira Service Management (Atlassian)

Overview:
Ideal for tech-forward health organizations, Jira Service Management connects DevOps with IT workflows and supports compliance via third-party integrations.

Jira Pricing: Starts at $21/agent/month
Jira Licensing Options: Free tier (3 agents), Premium/Enterprise

Best Use Cases: Telehealth startups, digital health teams

Pros:
 Excellent for agile workflows
 Growing compliance plugin ecosystem

Cons:
 Requires custom configuration for healthcare

G2 Rating: 4/5 - 780 Reviews  
Gartner Peer Insights: 4.3/5 - 951 Reviews

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8. Cherwell (Ivanti)

Overview:
Popular among higher-ed and healthcare institutions, Cherwell’s drag-and-drop workflow builder supports HIPAA readiness and incident reporting.

Cherwell Pricing: Contact for a quote
Cherwell Licensing Options: Named user or enterprise

Best Use Cases: Academic medical centers, research institutes

Pros:
 Compliance-oriented templates
 Easy to customize

Cons:
 Interface needs modernization

G2 Rating: 4/5 - 187 Reviews
Gartner Peer Insights: 4.3/5 - 853 Reviews

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9. HaloITSM

Overview:
With full ITIL compliance and remote-friendly workflows, HaloITSM is rapidly gaining adoption in global healthcare systems.

HaloITSM Pricing: Starts at $29/agent/month
HaloITSM Licensing Options: SaaS/on-prem; modular

Best Use Cases: Global clinics, digital health platforms

Pros:
 Fast to deploy
 Healthcare-ready templates

Cons:
 Smaller integration library

G2 Rating: 5/5 - 17 Reviews
Gartner Peer Insights: 4.5/5 - 140 Reviews

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10. SolarWinds Web Help Desk

Overview:
Affordable and secure, SolarWinds WHD is ideal for healthcare organizations that need simple ticketing with audit trail features.

SolarWinds Pricing: Starts at $700/year for 1 tech
SolarWinds Licensing Options: Per technician, on-prem

Best Use Cases: Clinics, labs, urgent care networks

Pros:
 Budget-friendly
 HIPAA-viable with config

Cons:
 Limited automation

G2 Rating: 4/5 - 56 Reviews
Gartner Peer Insights: 4.4/5 - 1135 Reviews

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Comparison Table‍

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FAQ

What are the 4 dimensions of ITSM?

The four dimensions of IT Service Management (ITSM), as defined by ITIL 4, are Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. These dimensions provide a framework for understanding and improving service management practices, encompassing organizational culture and external dependencies.

How many modules are there in ITSM?

There are 4 primary modules in ServiceNow ITSM: IT Foundational modules, IT Operations modules, IT Improvement modules, and IT Experience modules. These modules have various subgroups, including Incident Management.  

What are the 5 security principles?

The foundation of effective cybersecurity strategies is the five basic security principles—Confidentiality, Integrity, Availability, Authentication, and Non-Repudiation.

What are the 7 P's in security?

The fundamental SIA threat and risk assessment training encourages the CPO to use the seven Ps of principal threat profiling: people, places, personality, prejudices, personal history, political/religious views, and private lifestyle, to look for direct and indirect threats.

What are the 4 A's of security?

The Four A's, Administration, Authentication, Authorization, and Audit, aren't just technical processes. They reflect the shift from securing places to securing people. In today's world, where users and data are everywhere, IAM isn't optional. It's the foundation of security.

Final Thoughts: Choosing the Right ITSM for Healthcare in 2025

Selecting the best ITSM software for healthcare in 2025 means balancing security, compliance, and cost-effectiveness. While platforms like ServiceNow and Ivanti Neurons offer robust compliance features for large institutions, tools like Freshservice and SysAid cater well to mid-sized, distributed clinical teams.

To manage SaaS licensing, ensure audit readiness, and track IT spending across all platforms, we recommend complementing your ITSM platform with a SaaS Management Platform (SMP) like CloudNuro.ai.

Recognized by Gartner and InfoTech, CloudNuro.ai helps healthcare IT teams:

• Maintain license compliance

• Track SaaS usage across departments

• Automate audits and vendor reviews

• Support IT budget planning in 2025

👉 Book a Demo with CloudNuro.ai and see how it elevates your ITSM strategy with full license and vendor governance.

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