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:
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.
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:
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:
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:
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:
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:
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:
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:
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:
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:
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:
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.
As a Gartner and InfoTech-recognized SaaS Management Platform (SMP), CloudNuro.ai helps enterprises:
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.
Request a no cost, no obligation free assessment —just 15 minutes to savings!
Get StartedManaging 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:
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.
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:
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:
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:
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:
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:
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:
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:
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:
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:
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:
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.
As a Gartner and InfoTech-recognized SaaS Management Platform (SMP), CloudNuro.ai helps enterprises:
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.
Request a no cost, no obligation free assessment —just 15 minutes to savings!
Get Started
CloudNuro Corp
1755 Park St. Suite 207
Naperville, IL 60563
Phone : +1-630-277-9470
Email: info@cloudnuro.com
.svg){kind=small}
Recognized Leader in SaaS Management Platforms by Info-Tech SoftwareReviews
