10 Top Best ITSM Tools in 2025

According to the 2025 Gartner CIO and Technology Executive Survey in 2025, digital transformation remains a top priority for IT leaders, yet only 48% of digital initiatives meet or exceed their intended business outcomes. This underscores the critical need for agile, efficient, and AI-driven IT Service Management (ITSM) tools that can adapt to evolving business demands and reduce operational complexities.

Some tools offer deep functionality but take months (or years) to implement. Others prioritize simplicity but quickly run into limits once your service desk matures. And then there’s the question of AI now with all that’s hot in tech. So, is it actually helping reduce ticket volume and resolution time, or is it just another checkbox on a vendor’s feature list?

TL;DR

In this guide, we’re going to do what Gartner grids and crowded feature tables don’t. We’ll help you actually compare the top ITSM tools of 2025 based on what real IT leaders care about today:

• How quickly can we get this live?
• Will it actually reduce manual work?
• Can my team manage it without external consultants?
• And is it future-ready, or already aging?

You’ll find in-depth insights on the top 10 platforms including next-generation AI-powered ITSM platform that’s changing the game for enterprise teams.

Let’s dive in.

What makes a great ITSM tool in 2025?

Selecting the right ITSM tool is a key decision for IT and operations leaders. In 2025, the best IT service management platforms are designed to be fast, flexible, and AI-driven. They help teams improve efficiency, reduce ticket backlogs, and align IT with the wider organization.

Here are the core criteria to focus on when comparing ITSM software this year:

Deployment speed

A fast implementation is essential. Legacy platforms often take 6 to 12 months to fully deploy. The best modern tools now offer full deployment in under 90 days, including configuration and training.

Total Cost of Ownership (TCO)

Beyond sticker price, consider:

• Licensing flexibility (per agent vs per feature)
• Add-on/module pricing
• Infrastructure & support costs (SaaS vs on-prem)

Some vendors lure buyers in with low entry points but add costs rapidly through advanced features or required third-party services.

AI-powered automation

AI is no longer optional. Look for tools with built-in automation for ticket routing, resolution suggestions, self-service support, and reporting. AI should improve both service speed and accuracy without manual intervention.

Low-code configuration

Modern IT teams need the ability to build and update workflows without relying on developers or consultants. Low-code or no-code builders allow admins to adjust processes, approval paths, and service catalog items easily.

Unified platform

The ideal ITSM software combines IT service management, IT operations, and enterprise service management on one platform. This reduces tool sprawl and allows for consistent service delivery across departments like HR, finance, and facilities.

Transparent pricing

Pricing should be clear and predictable. Many platforms advertise a low starting price but charge extra for features like automation, reporting, or asset management. Evaluate total cost of ownership, including setup, licensing, training, and support.

User satisfaction

Look for high customer ratings on review platforms like G2 and Gartner Peer Insights. A rating above 4.4 out of 5 usually reflects strong satisfaction in areas like ease of use, support, and performance.

Let’s now look at the top tools in the market starting with Xurrent.

Xurrent – AI-powered ITSM built for fast enterprise adoption

Xurrent is a modern SaaS ITSM platform (formerly known as 4me) that has quickly gained traction for its AI-driven service management and no-code/low-code customization. Xurrent offers end-to-end service management not just for IT, but also extends to HR, Finance, and other departments (enterprise service management). With a strong focus on cross-organizational collaboration, it enables seamless workflows between internal IT teams and external service providers. Xurrent comes with intelligent automation baked into every module, aiming to “work smarter, not harder” by automating routine tasks and responses.

Key features

• AI and Automation: Xurrent leverages advanced AI for incident routing, knowledge management, and even workflow suggestions. The vendor claims up to a 70% productivity boost from its AI-powered automations.
• Low-Code Customization: The platform provides no-code/low-code tools to configure workflows, forms, and integrations without heavy development. One can automate and tailor processes “on your terms” without needing expensive consultants.
• Fast Deployment: Unlike legacy tools that need months of setup, Xurrent promises go-live in weeks. It’s designed for quick implementation (“up and running in as little as four weeks” per the vendor).
• Scalability & Performance: Built as a multi-tenant cloud solution, Xurrent emphasizes high performance (sub-350ms response times in typical interactions). It supports enterprises with globally distributed teams.
• Integrations: Xurrent offers “integrate with anything” flexibility and if a system has an API, Xurrent can likely connect to it. This extensibility ensures it fits into complex IT environments (from DevOps tools to CRM systems).
• Security & Compliance: It supports full ITIL practices and comes with enterprise-grade security (SOC 2, ISO certifications, encryption) to meet compliance needs.

Pricing

Subscription-based with custom enterprise quotes.

Organizations must contact Xurrent for pricing. The model is transparent and scales based on user count and modules required. It’s typically lower TCO due to faster implementation and reduced need for consultants.

Use Cases

Xurrent is ideal for organizations looking for a forward-looking ITSM solution that prioritizes speed, efficiency, and flexibility. Industries like finance, tech, and MSPs (managed service providers) find value in Xurrent’s collaborative features. In fact, Xurrent enables a single service hub for MSPs to support multiple clients seamlessly (the platform’s heritage as 4me focused on SIAM – Service Integration and Management). It’s also beneficial for companies aiming to unify ITSM across departments – e.g., handling IT, HR, and facilities requests in one system.

Customer Testimonials 

Users praise Xurrent’s design and collaborative power. For example, one IT consultant notes: “Xurrent is a well-designed solution that enables seamless collaboration across organizations”. This highlights Xurrent’s strength in breaking down silos between teams and even between companies. Another user review emphasizes Xurrent’s low maintenance and easy implementation, which reduces complexity for the IT team. Such feedback, along with a 4.5-star rating (out of 5) from over 280 reviews on Gartner Peer Insights, lends credibility to Xurrent’s rapid rise.

Gartner Peer Insights: ★★★★☆ 4.5/5 (based on 280+ reviews)

G2: ★★★★☆ 4.6/5

Users consistently cite Xurrent's ease of use, fast rollout, and modern design as key advantages over entrenched vendors.

Pros

• Lightning-fast time-to-value (<90 days)
• AI-first design with intelligent workflows
• Low-code setup means minimal dependency on consultants
• Exceptional customer support and onboarding
• Unified platform reduces the need for multiple tools

Cons

• Pricing is not publicly disclosed 
• Smaller third-party marketplace compared to giants like ServiceNow
• Some advanced use cases may require guidance in configuration (though documentation is robust)

Best for

Enterprises and growing mid-sized teams looking for an AI-powered ITSM platform that is fast to launch, easy to manage, and built for modern service delivery.

2. ServiceNow

ServiceNow is a well-established name in the ITSM space, widely used by large enterprises with complex service delivery needs. It offers a wide range of modules including incident management, change control, asset tracking, and IT operations management. While it provides extensive flexibility and customization, this often comes with high costs, long implementation timelines, and reliance on consultants or professional services teams.

Key features

• ITIL module support: Includes incident, problem, change, and asset management
• Workflow automation: Advanced flow designer for building service workflows across teams
• Broad service management scope: Supports non-it use cases such as hr, legal, and facilities
• Integration ecosystem: Connectors and apps available via the Servicenow store
• AI capabilities: Virtual agent and ai search available in higher-tier packages

Pricing

ServiceNow pricing is custom-quoted and based on selected modules, user count, and add-ons. Most implementations require significant investment in licensing and services, with reported costs ranging from $90 to $150 per user per month depending on scope.

Customer rating

Gartner Peer Insights: ★★★★☆ 4.3/5

G2: ★★★★☆ 4.4/5

Users appreciate its feature depth and flexibility, though many cite high costs and complexity as trade-offs.

Pros

• Mature platform with deep functionality
• Scalable across large enterprise environments
• Strong customization options
• Extensive third-party integration support

Cons

• High total cost of ownership
• Long deployment cycles (often 6 to 12 months)
• Complex interface and workflow setup
• Steep learning curve for new users
• Overbuilt for smaller or mid-market teams

Best for:

Large enterprises with experienced ITSM teams and the resources to manage complex implementations, high costs, and ongoing maintenance needs.

3. Jira Service Management

Built atop the Atlassian ecosystem, Jira Service Management (JSM) is a strong choice for organizations that prioritize developer-IT collaboration and want to align ITSM with agile workflows. It’s widely adopted by engineering-led companies and startups, especially those already using Jira Software and Confluence. However, JSM is not an AI-advanced or enterprise-scalable platform.

Key Features

• DevOps Integration by Design:JSM links directly with Jira Software, Bitbucket, and Confluence which makes it ideal for escalating support tickets to dev teams or tracking release-linked incidents.
• Agile-Friendly ITSM:Leverages Jira’s agile DNA to build queues, workflows, SLAs, and reports around sprint cycles and velocity metrics. Great for teams managing change on a continuous basis.
• Custom Queues & SLAs:Support teams can set up tailored views, ticket types, SLA rules, and approval processes to provide flexibility for lean IT teams.
• Self-Service Portal & KB:Simple, intuitive portal for end-users with access to a searchable knowledge base. Many small-to-mid-sized teams value JSM’s UX over heavier tools.

Pricing

Starts at ~$22/agent/month (Standard Plan)Free for up to 3 agents. Premium (~$45–$49/agent/month) adds more features like Insight for asset management and advanced incident workflows.

Customer Rating

Gartner Peer Insights: ★★★★☆ 4.4/5 (~950 reviews)

G2: ★★★★☆ 4.2/5 (~750 reviews) 

JSM earns praise for DevOps alignment and ease of use, but loses marks on advanced ITIL depth and non-Atlassian integrations.

Pros

• Great fit for developer-centric teams
• Strong integration with Jira, Confluence, Bitbucket
• Affordable for growing orgs (especially with free tier)
• Quick to configure and deploy
• Modern UI and agile-focused reporting

Cons

• Limited advanced ITIL modules (compared to Xurrent or ServiceNow)
• Add-on dependency for features like asset management or CMDB
• Less suited for enterprise IT teams needing cross-department workflows or AI-driven insights
• Integration gaps outside of Atlassian ecosystem

Best For:

Startups, mid-sized tech companies, or DevOps-driven teams already using Atlassian tools but less suited to enterprise-wide ITSM transformation.

4. BMC Helix ITSM

BMC Helix ITSM is the modern, cloud-based evolution of the long-established BMC Remedy platform built for large enterprises that require a deep, configurable ITIL suite and deployment flexibility (on-prem, cloud, or hybrid). While Helix offers a mature set of ITSM features, it often feels legacy-heavy in user experience and demands significant admin effort, especially when compared to more agile, AI-forward tools.

Key Features

• Comprehensive ITIL Support:Covers incident, problem, change, service request, CMDB, asset, and knowledge management following strict ITIL standards, suitable for heavily regulated industries.
• AI and Predictive Service Management:Introduces AI features like chatbots, categorization, and predictive analytics for proactive service management though less intuitive than next-gen platforms.
• Configurable Workflows:Offers deep customization for business rules, approval flows, and UI layouts, enabling tailored processes, albeit with steep configuration effort.
• Flexible Deployment Options:Available as SaaS, on-premises, or hybrid which is rare among enterprise ITSM vendors, ideal for organizations with specific compliance or hosting needs.

Pricing

Custom-quoted enterprise pricing.Total cost varies by deployment model, number of users, and modules licensed. Generally considered a high-cost option, especially when heavy customization is involved.

Customer Rating

Gartner Peer Insights: ★★★★☆ 4.3/5 (180+ reviews)

G2: ★★★☆☆ 3.7/5 (~285 reviews)

Customers appreciate the feature depth but frequently cite UI, performance, and complexity as barriers to usability.

Pros

• Robust ITIL-aligned functionality
• Strong in change and asset management
• Deployment flexibility (on-prem, cloud, hybrid)
• Trusted vendor with decades of enterprise experience

Cons

• Outdated user interface compared to modern tools
• Long configuration and setup cycles
• High reliance on expert consultants
• Performance issues and slow reporting in some cloud instances
• Limited agility for fast-moving or mid-sized teams

Best For:

Traditional enterprises in regulated sectors needing a proven, ITIL-heavy solution with deployment control, but should be prepared for longer time-to-value and higher admin overhead.

5. Freshservice

Freshservice by Freshworks is known for its clean UI, quick deployment, and affordable pricing making it a popular choice for mid-market companies and lean IT teams. It balances essential ITSM features with user accessibility, but lacks some of the depth, advanced automation, and cross-functional scalability found in leading platforms.

Key Features

• Intuitive Interface & Quick Setup:Cloud-native and ready to deploy within days. Minimal onboarding required due to a simple, modern interface.
• Codeless Workflow Automation:Drag-and-drop automation engine simplifies routine ticket flows, approvals, and escalations, ideal for small IT teams.
• Integrated Asset Management:Offers discovery tools and a CMDB to connect incidents with infrastructure for incident impact analysis.
• AI Support via Freddy AI:Includes AI features like auto-ticket classification and chatbots, though less advanced than purpose-built AI platforms.

Pricing

Starts at ~$19/agent/month (Starter Plan).Higher-tier plans ($49–$95) unlock features like sandbox environments, advanced automation, and AI. Enterprise plans available with custom pricing.

Customer Rating

G2: ★★★★☆ 4.6/5 (1,200+ reviews)

Gartner Peer Insights: ★★★★☆ 4.2/5 (~780 reviews) 

Highly rated for its ease of use, though some users note limitations in customization and reporting depth.

Pros

• Fast and simple to deploy
• Highly approachable interface
• Affordable pricing for SMBs and mid-market
• Solid out-of-the-box functionality for ITIL processes
• Good support and helpful documentation

Cons

• Advanced features gated behind higher tiers
• Limited scalability for complex or multi-department organizations
• Reporting and dashboard capabilities could be deeper
• Less suited for enterprise-wide workflows or large service environments

Best For:

IT teams seeking a low-maintenance, modern ITSM tool with decent automation and fast ROI, especially if they don’t need advanced configuration or enterprise-grade AI.

6. SolarWinds Service Desk 

SolarWinds Service Desk is designed for small to mid-sized IT teams that want a straightforward, cloud-based service desk with integrated asset management. It combines affordability with usability, making it a viable starter platform. Although it lacks the AI depth, advanced automation, and cross-department scalability that modern platforms offer out-of-the-box.

Key Features

• Simplified Ticketing System:An intuitive interface that enables quick onboarding of technicians and fast user adoption.
• Integrated IT Asset Management (ITAM):Includes built-in discovery and asset tracking, allowing teams to connect devices and licenses directly to incidents.
• Change & SLA Management:Provides configurable workflows for handling changes and enforcing SLA compliance, with helpful alerts for at-risk tickets.
• Knowledge Base & Self-Service:Supports a searchable portal and internal documentation to reduce ticket volume through self-service.

Pricing

Starts at $39/agent/month (billed annually).Higher-tier plans available with more automation, integrations, and reporting features. They’re still relatively affordable compared to enterprise options.

Customer Rating

Gartner Peer Insights: ★★★★☆ 4.4/5 (~1,100 reviews)

G2: ★★★★☆ 4.3/5 (~700 reviews)

Praised for ease of setup and asset tracking, but marked down for limited automation and integration flexibility.

Pros

• Clean interface and easy to learn
• Affordable for SMBs and growing IT teams
• Useful built-in asset management
• Pre-configured workflows for faster deployment
• Helpful documentation and onboarding resources

Cons

• Basic automation capabilities but lacks multi-step or AI-driven workflows
• Fewer integrations with third-party tools and ITOM systems
• UI could use modernization for power users
• Limited depth in ITIL processes and service catalog features

Best For:

Smaller IT teams needing a budget-friendly, quick-to-deploy ITSM tool with basic workflows and built-in asset management.

7. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a long-standing ITSM platform favored by mid-sized organizations that need comprehensive functionality at a reasonable price. It supports ITIL processes, includes built-in asset management, and integrates well with other ManageEngine tools. However, it still carries legacy design elements, and its flexibility is best realized within the Zoho/ManageEngine ecosystem, making it less agile than modern platforms.

Key Features

• Comprehensive ITIL ModulesCovers incident, problem, change, asset, and service catalog management, with project management and CMDB in higher tiers.
• Integrated Asset and Purchase ManagementHelps IT teams track hardware, software, contracts, and procurement alongside service operations.
• Flexible Deployment OptionsAvailable both as SaaS and on-premises—one of the few platforms offering full deployment flexibility.
• Custom Reports and DashboardsAllows teams to analyze SLA breaches, technician performance, and ticket trends with built-in reporting capabilities.

Pricing

Starts at approximately $16 per technician/month (Standard Plan).Professional ($33) and Enterprise ($78) plans offer broader functionality. A limited free edition is also available.

Customer Rating

Gartner Peer Insights: 4.4 out of 5 (1,100+ reviews)

G2: 4.2 out of 5 (200+ reviews)

Widely praised for affordability and features, but often criticized for its outdated user interface and limited integrations.

Pros

• Strong ITIL coverage at competitive pricing
• Offers both on-premise and cloud deployments
• Integrates smoothly with other ManageEngine tools
• Solid built-in asset and change management

Cons

• Dated user interface compared to newer platforms
• Third-party integrations are limited outside the ManageEngine ecosystem
• Advanced workflows can require additional modules or expert configuration
• On-premise version adds administrative overhead

Best For:

IT departments that want a full-featured, affordable ITSM tool with the flexibility to host on-prem or integrate into a broader ManageEngine stack.

8. Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is a feature-rich platform focused on automation and flexibility, appealing to organizations that want robust functionality without committing to the high costs of platforms like ServiceNow. While Ivanti emphasizes AI, hyper-automation, and deployment flexibility, it still lags behind in areas such as interface polish, integration fluidity, and overall implementation simplicity.

Key Features

• AI and Hyper-AutomationAutomates ticket routing, categorization, and remediation through AI and pre-built workflows. Includes predictive analytics to identify and prevent recurring issues.
• No-Code Workflow CustomizationOffers drag-and-drop workflow builders that enable admins to create service workflows and dashboards without programming knowledge.
• Flexible Deployment ModelsSupports cloud, on-premises, or hybrid environments, ideal for organizations with strict infrastructure or compliance requirements.
• Integrated IT Operations ManagementTies ITSM with Ivanti’s broader platform, including endpoint management and patching, enabling unified visibility and control across assets and incidents.

Pricing

Ivanti follows a custom-quote pricing model.Industry estimates place entry-level cloud pricing around $80 per user/month, depending on modules, scale, and support level.

Customer Rating

Gartner Peer Insights: 4.3 out of 5 (approximately 300 reviews)

G2: 3.9 out of 5 (under 200 reviews)

Generally recognized for its strong automation capabilities and support flexibility, but some users note a moderate learning curve and inconsistent integration experience.

Pros

• Advanced automation and AI features
• Flexible hosting and deployment options
• Integrated service and asset management
• Scalable across mid-to-large organizations

Cons

• Interface less intuitive compared to newer platforms
• Configuration can be complex without expert help
• Integration outside of Ivanti’s ecosystem can be limited
• Smaller user community and slower innovation cycles

Best For

IT teams in regulated or hybrid environments seeking strong automation, flexible deployment, and integration with endpoint and security operations.

9. Zendesk – Customer-Centric Service with Basic ITSM Capabilities

Originally built for customer support, Zendesk has been adapted by some IT teams, especially in tech startups and service-oriented organizations, as a lightweight ITSM tool. Its strengths lie in multichannel ticketing, ease of use, and a strong knowledge base. However, Zendesk lacks native support for core ITSM modules like change management, CMDB, or deep automation, making it less suitable for IT departments with complex or enterprise-level needs.

Key Features

• Multichannel Ticketing SupportConsolidates user requests from email, chat, web forms, phone, and social media into a unified ticketing system with a clean agent interface.
• Powerful Knowledge Base (Zendesk Guide)Enables teams to build and publish searchable FAQ content and how-to guides, boosting self-service and reducing ticket volume.
• Automated Workflows and MacrosProvides simple automation rules for ticket routing, escalation, and auto-responses. Admins can build macros to streamline repetitive tasks.
• User-Friendly Interface and Mobile AccessKnown for its modern, intuitive design and mobile app support, enabling fast adoption with minimal training.

Pricing

Zendesk Suite plans start at approximately $55 per agent per month when billed annually.Enterprise-level features, including AI bots and more advanced automations, raise costs up to $115 per agent per month or more.

Customer Rating

G2: 4.3 out of 5 (6,000+ reviews)

Gartner Peer Insights: 4.2 out of 5 (850+ reviews) 

Widely praised for user experience and support capabilities. Common critiques include limited native ITSM features and cost escalations with feature tiers.

Pros

• Excellent multichannel support and UI
• Easy and fast to implement
• Strong knowledge management and help center features
• Scalable for customer support and internal service desks

Cons

• Lacks deep ITIL process coverage such as native change or asset management
• Higher-tier features add cost quickly
• Not designed for complex internal workflows
• Less suited for large IT environments or full-scale ITSM operations

Best ForOrganizations with a strong focus on user experience and support simplicity, particularly those combining customer and IT support functions in a single platform.

10. SysAid – All-in-One ITSM for SMBs 

SysAid has long positioned itself as an affordable and capable ITSM platform for small to mid-sized businesses. It combines incident management, asset tracking, workflow automation, and even patch management in a single system. While the breadth of features is impressive for the price, SysAid’s interface, integration reach, and enterprise scalability remain limited compared to newer, AI-native platforms.

Key Features

• Unified Ticketing and Asset Management Provides full incident and service request handling alongside integrated hardware and software asset tracking in one interface.
• Workflow Automation and Self-Service Offers basic to intermediate automation tools for routing, notifications, and approvals. Includes a customizable end-user portal and knowledge base.
• Patch and Remote Management Capabilities In some editions, SysAid extends beyond ITSM into IT operations with patch deployment, device alerts, and remote desktop support.
• Customizable Fields and Forms Allows IT teams to create tailored request forms, fields, and automation rules, though with limitations in deeper UI or process customization.

Pricing

SysAid uses a per-technician subscription model with pricing available on request.Cloud and on-premises options are both offered, with different licensing structures depending on the chosen deployment.

Customer Rating

G2: 4.5 out of 5 (700+ reviews)

Gartner Peer Insights: 4.4 out of 5 (650+ reviews)

Customers frequently praise its value for money and all-in-one capabilities, but note challenges with user experience and advanced reporting.

Pros

• Wide feature set relative to cost
• Includes asset, patch, and remote management
• Offers both cloud and on-prem deployment
• Good choice for IT teams seeking one platform for multiple tasks

Cons

• User interface still considered outdated despite improvements
• Limited third-party integrations and marketplace options
• Performance may degrade with large-scale data
• Complex workflows require time to configure

Best ForBudget-conscious SMBs that want a full-service ITSM platform with built-in IT operations functionality and the option to host on-premises.

Don’t Just Manage IT, Transform It

The world of IT service management is no longer a quiet, back-office function. In 2025, ITSM sits at the heart of business agility, employee experience, and operational resilience. From AI-powered resolution engines to zero-friction workflows and intuitive self-service, the expectations for service management have changed. Permanently.

This is not a time for legacy limitations. It's time for reinvention.

That’s where Xurrent leads as a category re-definer. It doesn't ask organizations to compromise between speed and power, usability and depth, or innovation and control. It offers all of them, right out of the box.

So as you compare vendors and map out your ITSM strategy for the years ahead, ask yourself:

• Will this platform scale with us or slow us down?
• Will it take months to configure or be live in weeks?
• Will it deliver AI-powered insight or just more manual work?

With Xurrent, the answer is clear.

It’s not just the best ITSM tool of 2025.It’s the one built for the future you’re already entering.

Ready to See the Future of ITSM in Action?

If you’re evaluating ITSM platforms, don’t settle for a tool that merely supports your processes. Choose one that accelerates them, automates them, and elevates every interaction from ticket creation to resolution, from insight to innovation.

Visit www.xurrent.com to take the first step.Or reach out to our team to start your transformation journey today.

Your IT team deserves more than tickets. It deserves a platform built for momentum.