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Top ITSM Solutions for Large Enterprises Managing Complex IT Operations (2025)

Originally Published:
May 1, 2025
Last Updated:
May 5, 2025
8 Minutes

Managing IT at the enterprise scale is no small feat, especially when systems span continents, cloud platforms, and hybrid infrastructures. In 2025, the best ITSM solutions for large enterprises must surpass traditional ticketing systems. They must support end-to-end automation, AI-driven incident resolution, compliance readiness, and deep integrations with tools across the enterprise tech stack.

This blog compares the top 10 ITSM tools for large enterprises in 2025 with a deep dive into pricing, licensing models, feature comparisons, and real-user insights from G2, Gartner, and Forrester. Whether in IT budget planning 2025 mode or considering a digital transformation, this post delivers a data-backed ITSM software comparison to guide your decision.

Why Enterprise ITSM Needs Are Unique?

Enterprise-level IT operations face unique challenges:

  • Thousands of employees and devices
  • Multicloud, hybrid, and on-premise infrastructure
  • Regulatory compliance (e.g., SOX, GDPR, HIPAA)
  • Complex service catalogs and custom workflows
  • Vendor sprawl and license governance

ITSM platforms must be scalable, secure, and deeply configurable, with high uptime, global support, and enterprise-grade SLAs to meet these demands.

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.

Why implement ITSM?

ITSM provides IT departments with the tools and processes to enhance service delivery, improve efficiency, standardize services, and align IT services with business needs, helping them evolve from functional experts into truly innovative and service-oriented resources.

Who uses ITSM tools?

IT Service Management (ITSM) Tools help IT operations teams, especially those in charge of infrastructure and operations, improve their support for the IT systems that keep a business running smoothly. These tools make it easier to handle all the tasks and processes involved in providing top-notch IT services.

Top 10 ITSM Platforms for Large Enterprises in 2025

1. ServiceNow ITSM

Overview:
ServiceNow continues to dominate the ITSM market in 2025, offering a unified cloud platform with advanced AI, custom workflows, and full ITIL 4 support.

ServiceNow Pricing: Enterprise pricing based on modules and usage
ServiceNow Licensing Options: Named user, role-based, enterprise subscription

Best Use Cases: Global corporations, finance, healthcare, government

Pros:
 Unmatched scalability and workflow automation
 Full integration with ITOM, ITAM, and SecOps
 Trusted for audit, compliance, and security

Cons:
 It is expensive and requires dedicated admins

G2 Rating: 4.5/5 - 882 Reviews
Gartner Peer Insights: 4.3/5 - 1950 Reviews

Screenshot:

2. BMC Helix ITSM

Overview:
BMC Helix delivers AI-driven ITSM with predictive service management, ITIL alignment, and hybrid deployment options.

BMC Helix Pricing: Enterprise, modular pricing
BMC Licensing Options: Subscription or perpetual, SaaS/on-prem

Best Use Cases: Fortune 1000, MSPs, multi-location enterprises

Pros:
 AI/ML automation
 On-prem and cloud flexibility
 Advanced CMDB

Cons:
 Initial configuration complexity

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

Screenshot:

3. Ivanti Neurons for ITSM

Overview:
Ivanti offers scalable automation and security-centric service management with strong patch management, AIOps, and endpoint insights.

Ivanti Pricing: Custom enterprise quotes
Ivanti Licensing Options: Role-based, modular licensing

Best Use Cases: Security-focused IT, global service desks

Pros:
 AI-powered remediation
 Strong compliance tracking

Cons:
 It can require multiple Ivanti modules for full functionality

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

Screenshot:

4. Cherwell (Ivanti)

Overview:
Cherwell remains a favorite in highly regulated sectors due to its low-code platform, strong asset management, and customizable reporting.

Cherwell Pricing: Quote-based
Cherwell Licensing Options: Named user, server-based

Best Use Cases: Healthcare, government, education

Pros:
 Rapid customization via codeless UI
 Enterprise-ready workflows

Cons:
 Interface dated compared to newer platforms

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

Screenshot:

5. Jira Service Management (Atlassian)

Overview:
Built for agile, DevOps-heavy environments, Jira Service Management is ideal for large tech-driven enterprises with active development teams.

Jira Pricing: Starts at $21/user/month
Jira Licensing Options: Free to enterprise, based on agent count

Best Use Cases: Tech giants, software firms, product companies

Pros:
 DevOps + ITSM in one
 Customizable workflows
 Marketplace integrations

Cons:
 May lack enterprise-level compliance features out-of-box

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

Screenshot:

6. Micro Focus Service Management Automation X (SMAX)

Overview:
SMAX combines machine learning, analytics, and a codeless configuration engine designed for complex enterprise IT environments.

SMAX Pricing: Quote-based
SMAX Licensing Options: Named user, capacity-based

Best Use Cases: Telecom, finance, defense

Pros:
 AI-driven ticket classification
 Supports ISO, GDPR, HIPAA

Cons:
 Steep learning curve

G2 Rating: 4/5 - 71 Reviews
Gartner Peer Insights: 4.3/5 - 99 Reviews

Screenshot:

7. ManageEngine ServiceDesk Plus Enterprise

Overview:
The enterprise edition of ManageEngine’s popular ServiceDesk Plus supports deep customization with multi-site support, advanced analytics, and tight integrations.

ManageEngine Pricing: Starts at $10/tech/month
ManageEngine Licensing Options: SaaS or on-prem; named user

Best Use Cases: Manufacturing, logistics, distributed IT teams

Pros:
 On-prem or cloud deployment
 Strong asset and change management

Cons:
 UI is not as polished as its peers

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

Screenshot:

8. SolarWinds Service Desk

Overview:
SolarWinds offers a cost-effective enterprise ITSM solution that includes asset discovery, change management, and built-in SLA automation.

SolarWinds Pricing: Starts at $39/agent/month
SolarWinds Licensing Options: SaaS, named agent

Best Use Cases: Mid-to-large orgs seeking simplicity and scale

Pros:
 Fast deployment
 Asset lifecycle tracking

Cons:
 Limited advanced automation

G2 Rating: 4.5/5 - 742 Reviews
Gartner Peer Insights: 4.4/5 - 1135 Reviews

Screenshot:

9. HaloITSM

Overview:
Quickly rising in popularity, HaloITSM offers a fully ITIL-aligned system ideal for enterprises looking for flexibility and rapid deployment.

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

Best Use Cases: Global IT teams, MSPs

Pros:
 Fast deployment
 Easy to configure

Cons:
 Limited analytics compared to peers

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

Screenshot:

10. EasyVista Service Manager

Overview:
Focused on improving employee experience, EasyVista combines ITSM with self-service portals, knowledge bases, and process automation.

EasyVista Pricing: Custom enterprise quotes
EasyVista Licensing Options: Named or concurrent users

Best Use Cases: Retail, public sector, higher education

Pros:
 Consumer-style self-service UI
 Smart automation

Cons:
 It is not ideal for extremely complex infrastructures

G2 Rating: 4/5 - 90 Reviews
Gartner Peer Insights: 4.9/5 - 309 Reviews

Screenshot:

Comparison Table

Tool Starting Price Licensing Model G2-Gartner/5 Rating Best For
ServiceNow Custom Role-based, modular 4.5 - 4.3 Global enterprise IT
BMC Helix Custom Subscription/perpetual 3.5 - 4.3 Large, complex IT operations
Ivanti Neurons Custom Modular/role-based 4.0 - 4.2 Security-focused orgs
Cherwell Custom Named user/server-based 4.0 - 4.3 Regulated industries
Jira Service Management $21/user/month Agent-based 4.0 - 4.3 DevOps-heavy enterprises
Micro Focus SMAX Custom Named/capacity-based 4.0 - 4.3 Heavily regulated verticals
ServiceDesk Plus $10/tech/month SaaS/on-prem 4.0 - 4.4 Cost-conscious large orgs
SolarWinds Service Desk $39/agent/month Named SaaS 4.5 - 4.4 Mid-size IT departments
HaloITSM $29/agent/month SaaS/on-prem 5.0 - 4.5 MSPs, global teams
EasyVista Custom Named/concurrent users 4.0 - 4.9 Public sector, universities

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.

What is the basic knowledge of ITSM?

IT service management, often called ITSM, is how IT teams manage the end-to-end delivery of IT services to customers. It includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should work as a service.

What are the key ITSM processes?

The Incident, Problem, Change, Release, and Configuration Management processes are essential building blocks for an ITSM program and form the necessary foundation before advancing to more complex processes.

What is the integrity of ITSM?

Integrity management supports ITSM by providing a comprehensive view of configurations and system states. It makes troubleshooting issues, managing incidents, and resolving changes easier.

Is the ServiceNow 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.

Final Thoughts: Which ITSM Tool Works Best for Complex Enterprises?

The right ITSM platform can significantly improve operational efficiency, incident response time, and license governance if you manage complex IT operations across global teams. For most enterprises, ServiceNow, BMC Helix, and Ivanti Neurons provide the enterprise-grade power needed to meet compliance, scalability, and automation needs.

However, you need visibility into your SaaS ecosystem to unlock operational control, especially for IT budget planning in 2025.

Why CloudNuro.ai Complements Enterprise ITSM Tools?

As a Gartner and InfoTech-recognized SaaS Management Platform (SMP), CloudNuro.ai helps enterprises:

  • Track SaaS licenses and renewals across departments
  • Optimize vendor spending through usage insights
  • Maintain audit readiness with real-time reports
  • Reduce waste and shadow IT

Whether you use ServiceNow, Jira, or BMC, CloudNuro overlays your SaaS sprawl with robust governance and license tracking.

👉 Book a Demo with CloudNuro.ai and bring visibility, compliance, and efficiency to your ITSM strategy.

Table of Content

Start saving with CloudNuro

Request a no cost, no obligation free assessment —just 15 minutes to savings!

Get Started

Table of Content

Managing IT at the enterprise scale is no small feat, especially when systems span continents, cloud platforms, and hybrid infrastructures. In 2025, the best ITSM solutions for large enterprises must surpass traditional ticketing systems. They must support end-to-end automation, AI-driven incident resolution, compliance readiness, and deep integrations with tools across the enterprise tech stack.

This blog compares the top 10 ITSM tools for large enterprises in 2025 with a deep dive into pricing, licensing models, feature comparisons, and real-user insights from G2, Gartner, and Forrester. Whether in IT budget planning 2025 mode or considering a digital transformation, this post delivers a data-backed ITSM software comparison to guide your decision.

Why Enterprise ITSM Needs Are Unique?

Enterprise-level IT operations face unique challenges:

  • Thousands of employees and devices
  • Multicloud, hybrid, and on-premise infrastructure
  • Regulatory compliance (e.g., SOX, GDPR, HIPAA)
  • Complex service catalogs and custom workflows
  • Vendor sprawl and license governance

ITSM platforms must be scalable, secure, and deeply configurable, with high uptime, global support, and enterprise-grade SLAs to meet these demands.

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.

Why implement ITSM?

ITSM provides IT departments with the tools and processes to enhance service delivery, improve efficiency, standardize services, and align IT services with business needs, helping them evolve from functional experts into truly innovative and service-oriented resources.

Who uses ITSM tools?

IT Service Management (ITSM) Tools help IT operations teams, especially those in charge of infrastructure and operations, improve their support for the IT systems that keep a business running smoothly. These tools make it easier to handle all the tasks and processes involved in providing top-notch IT services.

Top 10 ITSM Platforms for Large Enterprises in 2025

1. ServiceNow ITSM

Overview:
ServiceNow continues to dominate the ITSM market in 2025, offering a unified cloud platform with advanced AI, custom workflows, and full ITIL 4 support.

ServiceNow Pricing: Enterprise pricing based on modules and usage
ServiceNow Licensing Options: Named user, role-based, enterprise subscription

Best Use Cases: Global corporations, finance, healthcare, government

Pros:
 Unmatched scalability and workflow automation
 Full integration with ITOM, ITAM, and SecOps
 Trusted for audit, compliance, and security

Cons:
 It is expensive and requires dedicated admins

G2 Rating: 4.5/5 - 882 Reviews
Gartner Peer Insights: 4.3/5 - 1950 Reviews

Screenshot:

2. BMC Helix ITSM

Overview:
BMC Helix delivers AI-driven ITSM with predictive service management, ITIL alignment, and hybrid deployment options.

BMC Helix Pricing: Enterprise, modular pricing
BMC Licensing Options: Subscription or perpetual, SaaS/on-prem

Best Use Cases: Fortune 1000, MSPs, multi-location enterprises

Pros:
 AI/ML automation
 On-prem and cloud flexibility
 Advanced CMDB

Cons:
 Initial configuration complexity

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

Screenshot:

3. Ivanti Neurons for ITSM

Overview:
Ivanti offers scalable automation and security-centric service management with strong patch management, AIOps, and endpoint insights.

Ivanti Pricing: Custom enterprise quotes
Ivanti Licensing Options: Role-based, modular licensing

Best Use Cases: Security-focused IT, global service desks

Pros:
 AI-powered remediation
 Strong compliance tracking

Cons:
 It can require multiple Ivanti modules for full functionality

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

Screenshot:

4. Cherwell (Ivanti)

Overview:
Cherwell remains a favorite in highly regulated sectors due to its low-code platform, strong asset management, and customizable reporting.

Cherwell Pricing: Quote-based
Cherwell Licensing Options: Named user, server-based

Best Use Cases: Healthcare, government, education

Pros:
 Rapid customization via codeless UI
 Enterprise-ready workflows

Cons:
 Interface dated compared to newer platforms

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

Screenshot:

5. Jira Service Management (Atlassian)

Overview:
Built for agile, DevOps-heavy environments, Jira Service Management is ideal for large tech-driven enterprises with active development teams.

Jira Pricing: Starts at $21/user/month
Jira Licensing Options: Free to enterprise, based on agent count

Best Use Cases: Tech giants, software firms, product companies

Pros:
 DevOps + ITSM in one
 Customizable workflows
 Marketplace integrations

Cons:
 May lack enterprise-level compliance features out-of-box

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

Screenshot:

6. Micro Focus Service Management Automation X (SMAX)

Overview:
SMAX combines machine learning, analytics, and a codeless configuration engine designed for complex enterprise IT environments.

SMAX Pricing: Quote-based
SMAX Licensing Options: Named user, capacity-based

Best Use Cases: Telecom, finance, defense

Pros:
 AI-driven ticket classification
 Supports ISO, GDPR, HIPAA

Cons:
 Steep learning curve

G2 Rating: 4/5 - 71 Reviews
Gartner Peer Insights: 4.3/5 - 99 Reviews

Screenshot:

7. ManageEngine ServiceDesk Plus Enterprise

Overview:
The enterprise edition of ManageEngine’s popular ServiceDesk Plus supports deep customization with multi-site support, advanced analytics, and tight integrations.

ManageEngine Pricing: Starts at $10/tech/month
ManageEngine Licensing Options: SaaS or on-prem; named user

Best Use Cases: Manufacturing, logistics, distributed IT teams

Pros:
 On-prem or cloud deployment
 Strong asset and change management

Cons:
 UI is not as polished as its peers

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

Screenshot:

8. SolarWinds Service Desk

Overview:
SolarWinds offers a cost-effective enterprise ITSM solution that includes asset discovery, change management, and built-in SLA automation.

SolarWinds Pricing: Starts at $39/agent/month
SolarWinds Licensing Options: SaaS, named agent

Best Use Cases: Mid-to-large orgs seeking simplicity and scale

Pros:
 Fast deployment
 Asset lifecycle tracking

Cons:
 Limited advanced automation

G2 Rating: 4.5/5 - 742 Reviews
Gartner Peer Insights: 4.4/5 - 1135 Reviews

Screenshot:

9. HaloITSM

Overview:
Quickly rising in popularity, HaloITSM offers a fully ITIL-aligned system ideal for enterprises looking for flexibility and rapid deployment.

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

Best Use Cases: Global IT teams, MSPs

Pros:
 Fast deployment
 Easy to configure

Cons:
 Limited analytics compared to peers

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

Screenshot:

10. EasyVista Service Manager

Overview:
Focused on improving employee experience, EasyVista combines ITSM with self-service portals, knowledge bases, and process automation.

EasyVista Pricing: Custom enterprise quotes
EasyVista Licensing Options: Named or concurrent users

Best Use Cases: Retail, public sector, higher education

Pros:
 Consumer-style self-service UI
 Smart automation

Cons:
 It is not ideal for extremely complex infrastructures

G2 Rating: 4/5 - 90 Reviews
Gartner Peer Insights: 4.9/5 - 309 Reviews

Screenshot:

Comparison Table

Tool Starting Price Licensing Model G2-Gartner/5 Rating Best For
ServiceNow Custom Role-based, modular 4.5 - 4.3 Global enterprise IT
BMC Helix Custom Subscription/perpetual 3.5 - 4.3 Large, complex IT operations
Ivanti Neurons Custom Modular/role-based 4.0 - 4.2 Security-focused orgs
Cherwell Custom Named user/server-based 4.0 - 4.3 Regulated industries
Jira Service Management $21/user/month Agent-based 4.0 - 4.3 DevOps-heavy enterprises
Micro Focus SMAX Custom Named/capacity-based 4.0 - 4.3 Heavily regulated verticals
ServiceDesk Plus $10/tech/month SaaS/on-prem 4.0 - 4.4 Cost-conscious large orgs
SolarWinds Service Desk $39/agent/month Named SaaS 4.5 - 4.4 Mid-size IT departments
HaloITSM $29/agent/month SaaS/on-prem 5.0 - 4.5 MSPs, global teams
EasyVista Custom Named/concurrent users 4.0 - 4.9 Public sector, universities

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.

What is the basic knowledge of ITSM?

IT service management, often called ITSM, is how IT teams manage the end-to-end delivery of IT services to customers. It includes all the processes and activities to design, create, deliver, and support IT services. The core concept of ITSM is the belief that IT should work as a service.

What are the key ITSM processes?

The Incident, Problem, Change, Release, and Configuration Management processes are essential building blocks for an ITSM program and form the necessary foundation before advancing to more complex processes.

What is the integrity of ITSM?

Integrity management supports ITSM by providing a comprehensive view of configurations and system states. It makes troubleshooting issues, managing incidents, and resolving changes easier.

Is the ServiceNow 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.

Final Thoughts: Which ITSM Tool Works Best for Complex Enterprises?

The right ITSM platform can significantly improve operational efficiency, incident response time, and license governance if you manage complex IT operations across global teams. For most enterprises, ServiceNow, BMC Helix, and Ivanti Neurons provide the enterprise-grade power needed to meet compliance, scalability, and automation needs.

However, you need visibility into your SaaS ecosystem to unlock operational control, especially for IT budget planning in 2025.

Why CloudNuro.ai Complements Enterprise ITSM Tools?

As a Gartner and InfoTech-recognized SaaS Management Platform (SMP), CloudNuro.ai helps enterprises:

  • Track SaaS licenses and renewals across departments
  • Optimize vendor spending through usage insights
  • Maintain audit readiness with real-time reports
  • Reduce waste and shadow IT

Whether you use ServiceNow, Jira, or BMC, CloudNuro overlays your SaaS sprawl with robust governance and license tracking.

👉 Book a Demo with CloudNuro.ai and bring visibility, compliance, and efficiency to your ITSM strategy.

Start saving with CloudNuro

Request a no cost, no obligation free assessment —just 15 minutes to savings!

Get Started

Save 20% of your SaaS spends with CloudNuro.ai

Recognized Leader in SaaS Management Platforms by Info-Tech SoftwareReviews

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