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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.
ITSM platforms in the healthcare sector must go beyond basic ticketing systems. Key requirements include:
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.
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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.
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:
👉 Book a Demo with CloudNuro.ai and see how it elevates your ITSM strategy with full license and vendor governance.
Request a no cost, no obligation free assessment —just 15 minutes to savings!
Get StartedAs 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.
ITSM platforms in the healthcare sector must go beyond basic ticketing systems. Key requirements include:
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.
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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
Screenshot:
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.
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:
👉 Book a Demo with CloudNuro.ai and see how it elevates your ITSM strategy with full license and vendor governance.
Request a no cost, no obligation free assessment —just 15 minutes to savings!
Get StartedRecognized Leader in SaaS Management Platforms by Info-Tech SoftwareReviews