Remote work is no longer a trend; it’s the new normal. As distributed teams become standard across IT departments, selecting the best ITSM tools in 2025 is critical for maintaining efficiency, security, and compliance. From license tracking to automated workflows and integration capabilities, today's ITSM software must do more than manage tickets.

In this guide, we explore the top 10 ITSM tools for remote teams in 2025, comparing them to pricing models, licensing options, key features, and real-world user reviews from platforms like G2 and Gartner. This post is your go-to ITSM software comparison for making smart decisions around IT budget planning for 2025.

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Top 10 ITSM Tools for Remote Teams in 2025

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1. ServiceNow ITSM

Overview:
A consistent leader in ITSM, ServiceNow offers powerful features for large-scale IT environments. It enables automated workflows, virtual agents, and seamless integration with enterprise tools.

ServiceNow Pricing: Enterprise pricing based on custom requirements.

ServiceNow Licensing Options: Named user licenses; modular licensing.

Best Use Cases: Enterprises, government, and heavily regulated industries.

Pros:
 Highly customizable
 Strong compliance features
 Broad integration ecosystem

Cons:
 Complex implementation
 Premium pricing

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

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2. Freshservice by Freshworks

Overview:
Freshservice is a modern, cloud-native ITSM platform ideal for remote and growing teams. It offers intuitive UI, automation, and built-in asset management.

Freshservice Pricing: Starts at $19/user/month.
Freshservice Licensing Options: Per agent, with optional add-ons

Best Use Cases: SMBs, startups, mid-market companies

Pros:
 Fast to deploy
 AI-powered automation
 Affordable

Cons:
 Limited for complex enterprise workflows

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

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3. Jira Service Management (Atlassian)

Overview:
Popular among DevOps and Agile teams, Jira Service Management connects incident response with development workflows.

Jira Service Management Pricing: Starts at $21/user/month
Jira Service Management Licensing Options: Free tier (up to 3 agents), Standard, Premium, Enterprise

Best Use Cases: Agile IT teams, software devs

Pros:
 Strong DevOps integration
 Flexible workflows
 Affordable tiers

Cons:
 UI can be overwhelming

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

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4. SysAid

Overview:
SysAid combines traditional ITSM with automation and self-service. It’s beneficial for remote teams requiring built-in remote desktops and patch management.

SysAid Pricing: Quote-based
SysAid Licensing Options: Concurrent or named users

Best Use Cases: Mid-sized IT departments

Pros:
 Native remote control
 Automation capabilities

Cons:
 UI could be more modern

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

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5. Ivanti Neurons for ITSM

Overview:
Ivanti offers AI-driven automation and proactive service management, which are ideal for complex environments.

Ivanti Pricing: Quote-based
Ivanti Licensing Options: Named user, role-based

Best Use Cases: Enterprises, ITIL-heavy orgs

Pros:
 Predictive AI features
 Strong security and compliance

Cons:
 Learning curve

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

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6. ManageEngine ServiceDesk Plus

Overview:
This tool is part of Zoho Corp and offers ITSM modules, CMDB, and project management at a great price point.

ServiceDesk Plus Pricing: Free plan available; pay starts at $10/technician/month

ManageEngine Licensing Options: On-prem or SaaS; perpetual and subscription

Best Use Cases: SMBs to mid-market teams

Pros:
 Affordable and flexible
 On-premise or cloud

Cons:
 UI isn’t the most modern

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

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7. BMC Helix ITSM

Overview:
Enterprise-grade solution built for hybrid cloud environments with cognitive automation.

BMC Helix Pricing: Enterprise, custom pricing

BMC Licensing Options: Subscription-based, modular

Best Use Cases: Fortune 1000, hybrid infrastructures

Pros:
 AI-powered automation
 Deep ITIL alignment

Cons:
 Requires technical onboarding

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

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8. Zendesk for IT

Overview:
Known for its customer service heritage, Zendesk also offers IT service desk capabilities with automation and collaboration features.

Zendesk Pricing: Starts at $49/agent/month

Zendesk Licensing Options: Tiered plans

Best Use Cases: Remote-first organizations, cross-functional teams

Pros:
 Clean UI
 Fast implementation

Cons:
 Limited ITIL features

G2 Rating: 4.5/5 - 6761 Reviews
Gartner Peer Insights: 4.3/5 - 888 Reviews

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9. HaloITSM

Overview:
UK-based, full-featured ITSM solution designed to scale from SMBs to enterprises, with native remote support tools.

HaloITSM Pricing: Starts at $29/agent/month

HaloITSM Licensing Options: Cloud or on-prem, role-based

Best Use Cases: Global IT teams, MSPs

Pros:
 Strong remote team features
 Fast UI

Cons:
 Fewer third-party integrations

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

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10. Spiceworks Cloud Help Desk

Overview:
Free ITSM tool with ticketing and basic reporting, ideal for lean remote teams.

Spiceworks Pricing: Free

Spiceworks Licensing Options: Free forever

Best Use Cases: Startups, budget-constrained teams

Pros:
 100% free
 Community-driven support

Cons:
 Lacks advanced features

G2 Rating: 4.5/5 - 311 Reviews
Gartner Peer Insights: 4/5 - 226 Reviews

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Comparison Table

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FAQ

‍How do I select an ITSM tool?

When choosing an ITSM software solution, pay attention to user experience features like user interface design and weigh the balance between ease of use and depth of configuration options. Identify a tool that can meet your must-have features while offering GUI-driven configuration capabilities.

How do I select an ITSM tool?

When choosing an ITSM software solution, pay attention to user experience features like user interface design and weigh the balance between ease of use and depth of configuration options. Identify a tool that can meet your must-have features while offering GUI-driven configuration capabilities.

What is the purpose of an ITSM tool?

ITSM is an IT service management framework that provides services for various IT functions. It defines operating procedures, techniques, and supporting services that deliver efficiency and value to an underlying system's operation. Frameworks help companies define their ITSM strategy.

What are the benefits of ITSM?

ITSM benefits these professionals through the following:

• Improved productivity. ITSM aligns IT goals with organizational objectives and is backed by reliable services.  

• Increased user or employee satisfaction.  

• Better process scaling.  

• Faster incident detection and response.

Conclusion: Which ITSM Tool Is Right for Your Remote Team?

Choosing the best ITSM tool in 2025 for your remote team depends on your budget, IT maturity, and team size. For smaller teams, Freshservice or HaloITSM offers excellent value. Enterprises might lean toward ServiceNow or Ivanti Neurons for deep automation and scalability.

For teams managing multiple SaaS tools and needing to ensure license compliance, we recommend integrating a SaaS Management Platform (SMP) like CloudNuro.ai alongside your ITSM stack.

Recognized by Gartner and InfoTech, CloudNuro helps track licenses, optimize usage, and ensure audit readiness, a perfect complement to any ITSM platform.

👉 Book a Demo with CloudNuro.ai to explore how it strengthens your ITSM and SaaS governance.

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