Introduction

In 2025, efficient IT Service Management (ITSM) is more crucial than ever for maintaining business continuity, boosting employee productivity, and aligning IT services with organizational goals. As companies transition to hybrid work and automation-led operations, ITSM platforms have evolved to deliver AI-powered incident resolution, integrated workflows, and proactive support across multichannel environments.

What are Service Management (ITSM) Tools for Streamlined Support?

IT Service Management (ITSM) tools streamline IT support by providing a centralized platform for managing IT processes, from incident tracking to change requests. These tools automate workflows, improve communication, and ultimately enhance the efficiency and effectiveness of IT service delivery, leading to better user experiences and reduced costs.  

What is the ITSM tool?

An ITSM (IT Service Management) tool is a software solution that helps organizations manage the delivery of IT services to users, whether internal or external. These tools automate and streamline processes like incident management, service requests, and asset management, ultimately improving service quality and end-user satisfaction.

What is ServiceNow ITSM used for?

Information Technology Service Management (ITSM) is a set of workflows and tools for optimally developing, delivering, and managing IT services. ITSM handles incidents, service requests, problems, and changes – all typically linked through an ITSM platform such as ServiceNow.

Top 10 ITSM Tools for Streamlined Support in 2025

1. ServiceNow ITSM

Overview: A global leader in digital workflows, ServiceNow delivers enterprise-grade ITSM with AIOps, predictive analytics, and automated service delivery across IT and business functions.

• ServiceNow Pricing: Tiered enterprise pricing based on users/nodes

• ServiceNow Licensing Options: Per user or per node (ITOM/ITSM Pro)

• Best For: Large enterprises, governments, and highly regulated industries

• Pros: Powerful workflow engine, AI-powered incident management

• Cons: High learning curve and premium cost

• G2 Rating: 4.5/5 - 887 Reviews | Gartner Rating: 4.6/5 - 1943 Reviews

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2. Freshservice by Freshworks

Overview: A user-friendly ITSM platform with strong automation and gamification features, ideal for mid-sized businesses.

• Freshservice Pricing: Starts at $29/user/month.

• Freshservice Licensing Options: Per user; different plans based on features

• Best For: SMBs and mid-market IT teams

• Pros: Intuitive UI, quick deployment, strong AI/ML features

• Cons: Limited customization in lower plans

• G2 Rating: 4.6/5 - 1253 Reviews | Gartner Rating: 4.4/5 - 786 Reviews

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3. Jira Service Management (Atlassian)

Overview: Jira Service Management is built for DevOps-focused teams and combines ITSM capabilities with powerful Jira workflows and integrations.

• Jira Service Management Pricing: Starts at $21/user/month (Standard)

• Jira Licensing Options: Cloud and Data Center editions

• Best For: Agile teams and DevOps-driven environments

• Pros: Seamless with Jira Software, flexible automation

• Cons: Requires an understanding of the Atlassian ecosystem

• G2 Rating: 4.4/5 - 780 Reviews | Gartner Rating: 4.3/5 - 946 Reviews

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4. BMC Helix ITSM

Overview: BMC Helix offers AI-driven ITSM with ITIL 4 alignment, self-service, and cognitive service management for large enterprises.

• BMC Helix Pricing: Custom enterprise contracts

• BMC Licensing Options: Subscription and SaaS-hosted options

• Best For: Large-scale service environments

• Pros: Comprehensive ITIL support, strong integration

• Cons: Complex initial configuration

• G2 Rating: 4.3/5 - 285 Reviews | Gartner Rating: 4.4/5 - 186 Reviews

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5. ManageEngine ServiceDesk Plus

Overview: A cost-effective, ITIL-ready tool suitable for SMBs with a need for quick, localized ITSM deployment.

• ManageEngine Pricing: Starts around $10/user/month

• ManageEngine Licensing Options: On-premise & cloud, perpetual or subscription

• Best For: SMBs and IT teams with limited budgets

• Pros: Low TCO, asset management, mobile support

• Cons: Basic UI and scalability constraints

• G2 Rating: 4.4/5 -231 Reviews| Gartner Rating: 4.2/5 - 1130 Reviews

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6. Ivanti Neurons for ITSM

Overview: Combines ITSM, ITAM, and endpoint automation with hyperautomation and self-healing capabilities.

• Ivanti Neurons Pricing: Quote-based enterprise pricing

• Ivanti Licensing Options: Modular licensing by capabilities

• Best For: Enterprises seeking a unified endpoint and ITSM strategy

• Pros: Autonomous operations, integrated asset visibility

• Cons: Complex configuration

• G2 Rating: 4.2/5 - 187 Reviews| Gartner Rating: 4.3/5 -301 Reviews

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7. SysAid

Overview: A compact yet robust ITSM solution for SMBs, with built-in automation and asset management.

• SysAid Pricing: Starts around $1,200/year (for 5 users)

• SysAid Licensing Options: Subscription (cloud) or perpetual (on-premise)

• Best For: Budget-conscious IT teams

• Pros: Affordable, quick setup, customizable

• Cons: Dated interface

• G2 Rating: 4.3/5 - 718 Reviews| Gartner Rating: 4.1/5 - 656 Reviews

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8. Cherwell Service Management (Ivanti)

Overview: Now part of Ivanti, Cherwell offers a flexible no-code platform for building custom ITSM workflows.

• Cherwell Pricing: Custom pricing via Ivanti

• Cherwell Licensing Options: User-based, concurrent licenses

• Best For: Organizations needing heavy customization

• Pros: Highly customizable, strong community support

• Cons: UI may feel outdated

• G2 Rating: 4.1/5 | Gartner Rating: 4.2/5 - 853 Reviews

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9. Zendesk for ITSM

Overview: While best known as a customer support tool, Zendesk offers ITSM functionality with workflow automations and ticket management.

• Zendesk Pricing: Starts at $49/agent/month

• Zendesk Licensing Options: Tiered plans with enterprise add-ons

• Best For: Teams blending IT and customer support

• Pros: Easy setup, strong reporting

• Cons: Limited ITIL support

• G2 Rating: 4.3/5 - 6185 Reviews| Gartner Rating: 4.1/5 -886 Reviews

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10. HaloITSM

Overview: A modern ITSM solution with complete ITIL alignment, robust self-service, and multi-language support.

• HaloITSM Pricing: Starts at $29/user/month

• HaloITSM Licensing Options: Per user, cloud, or on-premise

• Best For: MSPs and international IT teams

• Pros: ITIL-certified, feature-rich for its price

• Cons: Smaller vendor, limited third-party reviews

• G2 Rating: 4.6/5 - 17 Reviews | Gartner Rating: 4.4/5 - 140 Reviews

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Comparison Table: Feature Snapshot (2025)

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FAQ:

What is the main purpose of ITSM?

IT service management enables organizations to deliver services and support consistently, efficiently, and cost-effectively. By implementing ITSM, you can resolve issues faster, fulfill services more rapidly, and reduce service outages. For example, with ITSM, organizations can: Achieve faster first-call resolution.

Which three features are considered when choosing an ITSM tool?

Points To Consider While Choosing An ITSM Tool

• Asset discovery, control & management capabilities.

• User-friendly self-service portal.

• Supports customizations & integrations with existing IT stack.

• Automation capabilities to streamline repetitive tasks.

Is service now an ITSM tool?

Information Technology Service Management (ITSM) is a set of workflows and tools for optimally developing, delivering, and managing IT services. ITSM handles incidents, service requests, problems, and changes – all typically linked through an ITSM platform such as ServiceNow.

Conclusion

Choosing the right ITSM platform in 2025 depends on your organizational size, IT maturity, integration needs, and budget flexibility. From heavyweight platforms like ServiceNow and BMC Helix to nimble contenders like HaloITSM and Freshservice, each tool brings unique strengths to streamline IT operations and deliver value.

💡 Pro Tip: Don’t just manage tickets—optimize your ITSM licenses and SaaS spend precisely.

CloudNuro.ai, a Gartner-recognized SaaS management platform, complements your ITSM investments by:

• Providing deep visibility into license utilization

• Identifying underused ITSM tools

• Preventing overspend across platforms like ServiceNow, Freshservice, and Jira Service Management

🔍 Book a Free Demo with CloudNuro.ai to discover hidden ITSM savings and optimize your service support stack.

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