This article is a helpful ITSM tools list. Is your IT organization looking for a new IT service management (ITSM) tool or service management system? For many IT organizations, an ITSM tools list will help them quickly get up to speed with the ITSM tool market.
Your IT organization could download a copy of the Gartner Magic Quadrant for IT Service Management Platforms or its replacement, the Gartner Market Guide for ITSM Platforms. However, your IT organization should look beyond the Magic Quadrant to see the broader ITSM tool market. This quick ITSM tools list (the vendors and their offerings) will help identify the options for your organization’s service and support needs.
Is your IT organization looking for a new #ITSM tool? If so, do you know what its options are? Here, @ITSM_tools provides an overview of 44 ITSM tools to suit organizations of different sizes and ITSM maturity. #ServiceDesk Share on XThe ITSM tools list has entries listed alphabetically, with descriptions from the vendors’ websites in 2025. These ITSM tools are suitable for organizations of any size and at any level of ITSM maturity. Some tools are more fitting for specific customer types. Many offer free trials, too.
ITSM tools list – A
- Aisera – “The Autonomous Enterprise powered by Aisera Agentic AI. Domain-specific, battle-tested AI Agents, that transform work and deliver business value.”
- Alemba (the ITSM tool is Alemba Service Manager) – “Alemba offers an intuitive, ITIL-aligned ITSM solution to help your business streamline its service management processes and enhance service delivery.” (Not updated in 2025)
- Alloy Software – “Automate your IT Service & Asset Management. Meet the ITSM and ITAM solution that gives you the freedom to manage and improve your IT services and assets exactly the way you want, without endless implementations or high costs.”
- Atomicwork – “Enterprise-grade IT service management solution. Transform IT service delivery and drive agent productivity, without compromising on experience.”
- Atlassian – “Unlock high-velocity teams with AI-powered service management. End bad service management for good. Unite Dev, IT, and business teams on a single AI-powered platform to deliver great service experiences.” This ITSM tool complements Atlassian’s DevOps tooling.
What would you add to this ITSM tools list?
ITSM tools list – B-G
- BMC – “BMC Helix ITSM. Accelerate innovation, delight customers, and solve problems fast with AI-enabled ITSM.”
- Broadcom (CA Service Desk Manager) – “Our IT service desk software provides innovative change management, extensive automation and out-of-the-box best practice content that help enable a proactive approach to IT service management and reduce business costs and risk.” (Not updated in 2025)
- EasyVista (the ITSM tool is called EV Service Manager) – “Cloud Based IT Service Management. EV Service Manager is the ITSM suite for teams looking for a feature-rich, cost-effective platform to help drive IT maturity from a reactive to proactive approach. Built on ITIL best practices and enhanced by AI, EV Service Manager empowers IT teams to streamline processes, reduce costs and eliminate silos.”
- Freshworks – “Enterprise-grade ITSM, for every business. Give your IT, operations, and business teams the ability to deliver exceptional services—without the complexity. Maximize operational efficiency with refreshingly simple, AI-powered Freshservice.”
What would you add to this ITSM tools list?
ITSM tools list – H-I
- HaloITSM – “Intuitive ITSM Software, Delivered by Experts. Empower your IT team to deliver rapid, efficient ITIL-aligned service.” The HaloITSM ITSM tool is also called HaloITSM. (Not updated in 2025)
- Hornbill (Hornbill for IT) – “Enterprise ITSM made easy. Reboot ITSM with a modern solution built for modern business challenges.” The Hornbill solution is a collaboration tool that covers ITSM needs.
- IBM (IBM Control Desk) – “IBM Control Desk for Service Providers is an integrated service management solution that helps you manage a comprehensive range of IT processes, services, and assets for multiple customers.”
- iET – “iET Solutions provides the industry’s most flexible and comprehensive, out-of-the-box IT Service Management (ITSM) solution. Fully integrated, highly configurable and built to scale, iET ITSM can easily meet any organization’s needs.” (Not updated in 2025)
- IFS (acquired Axios and the Axios assyst ITSM tool) – “IT Service Management (ITSM) Software Solutions For complete visibility and control over your IT service landscape.”
- InvGate – “A future-proof Service Management solution. InvGate Service Management is the most flexible no-code solution for companies looking for the agility of a modern tool, and the scalability of enterprise software.”
- Invicta – InvictaDESK is “A Security Operations (SecOps) Solution, bringing together Endpoint Management, IT Service Management & Security.”
- IT Care Center – “One ITSM Platform, Endless Efficiency. Comprehensive ITIL-aligned solution that delivers IT service excellence and productivity across your organization.”
- iTop – “The simple and tailored solution for service management in SaaS mode. iTop SaaS is a fully customizable subscription, hosted and managed by Combodo, editor of iTop, and following all ITIL processes. Designed for a controlled management of your information system by combining modeling and management of all its technical, organizational and human components.”
- Ivanti (Ivanti Neurons for ITSM) – “Modern IT Service Management Software. Flexible proactive service management for the enterprise. Better experiences. Better outcomes. Deliver world-class service management outcomes for IT and the enterprise.” Ivanti also offers what was the previously Cherwell ITSM tool.
What would you add to this ITSM tools list?
ITSM tools list – M
- ManageEngine (Zoho) – ServiceDesk Plus: “AI-driven unified service management platform for the digital enterprise. Build and deliver smart service experiences across IT and beyond.” It’s important to recognize that this is an ITSM tool despite the name.
- Marval – “Marval ITSM: Where people, process, and technology unite. Enterprise Service Management solution for efficient, cost-effective and high-quality IT services.”
- Matrix42 – “IT Service Management (ITSM). Fits your budget and grows with your business. Optimize your IT Service Management with our easy to start, scalable solution – whether in the cloud, on-premise, or hybrid – to lighten your team’s workload and boost customer satisfaction.”
- Mint Service Desk – “Streamline your operations with fully integrated Service Desk and Asset Management. Mint Service Desk is the first ITSM Software that brings you functionalities of enterprise size platforms for a reasonable budget.”
- Motadata (ServiceOps) – “Drive IT Through Innovation. An AI-enabled Platform that Empowers IT Organizations to Rapidly Adopt Changes Across People, Processes, and Technology.”
What would you add to this ITSM tools list?
ITSM tools list – O-P
- Omninet (the ITSM tool is IT Service Management Center) – “The leading software solution for helpdesk and ticketing systems. Pure Workflow. No Limits. The flexible, ITIL-certified helpdesk software for IT processes—optimize your processes, lower your costs.” (Not updated in 2025)
- OpenText (Micro Focus and HP before that) – “Service Management Automation X (SMAX) is advanced service management made simple and affordable. Based on embedded machine learning and analytics, it delivers a smarter approach to IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM).” (Not updated in 2025)
- OTRS – “OTRS for IT Service Management. Support for Support. Support for your IT department with automated, compliant processes for incident and request management, asset management, change enablement and onboarding with our out-of-the-box software solution.” This is an open-source ITSM tool. OTRS is now part of EasyVista.
- Provance – “Modernize IT Services with the most Microsoft-centric ITSM and ITAM. Infused with the same digital DNA as the Microsoft ecosystem you depend on, ServiceTeam ITSM and ServiceTeam ITAM are native to the Microsoft Power Platform.” This is the most prominent Microsoft-based ITSM tool
What would you add to this ITSM tools list?
ITSM tools list – S-S
- Serviceaide (ChangeGear) – “Ease the Back Office Burden and Improve the End-User Experience. Empower your people with AI service management solutions.”
- ServiceNow (the ITSM tool is IT Service Management) – “IT Service Management (ITSM). Deliver resilient IT services and create experiences that help your teams be more productive. Resolve issues quickly and speed the pace of innovation using AI and machine learning.”
- SolarWinds – “Bring IT all together. AI-powered insights today—ready for what’s next.” This used to be the SAManage ITSM tool.
- Spiceworks – “THE Cloud Help Desk software for IT. For free.” This ITSM tool can be a starting point for small IT teams that want a free ITSM tool. (Not updated in 2025)
- Sunrise Software – “Service Management Solutions. Empowering organisations to deliver services and manage processes through powerful service management solutions.”
- SuperOps.ai (for MSPs) – “It’s not just a platform. It’s proof that MSPs can do better. SuperOps is a unified PSA-RMM platform, crafted thoughtfully to supercharge all your critical operations.” SuperOps is more than an ITSM tool; it currently focuses on MSP needs.
- SymphonyAI – “AI-powered IT and enterprise workflows. Launch services quickly, boost productivity, and delight users. SymphonyAI is redefining IT service management and enterprise service management with predictive and generative AI solutions.”
- SysAid (the ITSM tool is SysAid ITSM) – “Next-Gen Help Desk and ITSM. Get the only platform with generative AI baked into every element of IT management. So you can deliver exceptional service. Automagically.”
What would you add to this ITSM tools list?
ITSM tools – T-V
- TeamDynamix – “ITSM IT Service Management Platform. Top of Quadrant IT Service Management software. No-code ITSM software ranked high for rapid time to value, low admin overhead and automation.” This ITSM tool is popular with educational institutions.
- TOPdesk – “Gain the recognition your IT team deserves. Delivering consistently great services should be easy – even when you’re busy. It’s why we made TOPdesk: a platform that simplifies life at the IT service desk, so you have more time for the work that wows.”
- USU – “USU IT Service Management (ITSM). Plan, deliver and manage your IT services with ease. Effectively manage your IT service delivery with a proven all-in-one solution.”
- Vivantio – “Supercharge Your Help Desk by Switching to Our ITSM Software. Our powerful, configurable platform gives you and your team the tools to manage workload, improve efficiency, reduce resolution times and exceed business expectations.”
- Xurrent (formerly 4me) – “AI-Powered IT Service Management for Today’s Innovators. Xurrent ITSM combines advanced AI capabilities with intuitive tools to help your team deliver exceptional IT support, smarter workflows, and measurable results.”
Finally, Oracle and SAP offer ITSM tools (or IT service management solutions), but it’s hard to find suitable product webpages to access each vendor’s ITSM tool overview to add to this ITSM tools list.
What matters most to your organization?
When looking at your next ITSM tool, it’s important to appreciate what matters most to business operations. Most ITSM tools are still marketed and sold on ITSM process features and functions related to ITIL practices such as problem management, knowledge management (including knowledge bases), configuration management, or the ability to continuously improve using continual improvement best practices. However, the fit will depend on your organization’s ITSM maturity. Or there might be a need to improve IT self-service in terms of service portals and service catalogs.
The ITSM tool need might be bigger than just ITSM too. Perhaps related to enterprise service management or digital transformation.
Final thoughts
Please remember that these ITSM tool descriptions were (mostly) taken from the ITSM tool vendor websites in 2025 and are not a real-time list of the key features or ITSM.tools’ opinions. If you feel this ITSM tools list is missing a popular ITSM tool, please add it in the comments section.
This 2022 ITSM tools list article was updated in 2025.
Further Reading
Please use the website search capability to find other helpful ITSM articles on topics such as requests management, enterprise service management tools, knowledge bases, service catalogs, configuration management, ITSM process improvement, SLA management, ITSM platforms, operations management, managed service providers (MSPs), ITSM functionality changes, and developing team members.
Stephen Mann
Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.
Previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.
One Response
Here are two good products that I had the opportunity to work with. Both are made in Québec (Canada) and have a good market share, espacialy in the small and medium-sized enterprise/organisation. Both are cloud based.
https://en.octopus-itsm.com/
https://c2-itsm.com/features/