Best ITSM Tools of 2025, Ranked by the IT Community

As IT organizations shift from ticket routing to automated resolution, the ITSM market is undergoing a major transformation. Legacy vendors still dominate enterprise environments, but modern platforms are gaining share by incorporating AI at the core of their platforms. This guide evaluates the Best ITSM Tools of 2025, using criteria such as features, ease of use, support, and pricing.

Our analysis is based on customer reviews, product documentation, and vendor websites. Assessed vendors include Console, ServiceNow, FreshService, Jira Service Management, HubSpot Service Hub, and several honorable mentions. Below is a summary of our findings. 

• Console: AI-powered IT automation platform that lives in Slack and Teams. Best for enterprises seeking an AI-native solution to automate a large share of repetitive IT tasks.

• ServiceNow: ITSM platform built around ITIL alignment. Best for enterprises with mature, structured processes that require extensive governance. 

• Freshservice: Mid-market ITSM platform delivering ITIL workflows. Best for midsize organizations that want an easy to administer solution.

• Jira Service Management: ITSM platform built on the Atlassian ecosystem and deeply aligned with engineering and DevOps. Best for engineering-centric organizations that want collaboration between IT and engineering teams.

• HubSpot ServiceHub: Simple, CRM-based help desk platform for handling lightweight IT requests. Best for small teams or hybrid operation groups. 

Console – Best for Enterprise Automation & AI-Native ITSM

What Console Does

Console is an AI-powered IT automation platform that helps companies like Ramp, Scale, and Cursor automate 50%+ of internal IT requests before they ever reach a human. Console works by integrating with your existing systems, understanding users, devices, applications, and context. Console lives directly in Slack or Teams, enabling users to describe their issue or request in natural language. Because it has the context from your organization and integrated systems, Console is able to quickly and efficiently resolve requests automatically. For requests that can’t be automated, Console accurately routes them to the appropriate employee for resolution. 

Reasons to Buy

• Automates repetitive IT requests 

• Designed for complex enterprise environments

• Frictionless user interface

• Seamless integration with existing systems

Features

Console is significantly different from legacy ITSM software platforms. It is an AI-powered automation platform that lives where employees already work and understands users, devices, apps, and policies. Console resolves 50–80% of support requests before they reach a human and opens tickets only when necessary. Console is able to execute workflows end-to-end, such as resetting a password, updating group membership, provisioning access to a system, or responding with a definitive policy answer. Organizations can also create pre-configured step-by-step actions (called Playbooks) to handle tasks that repeatedly come up.

When a request cannot be fully automated, Console provides an AI-powered ticketing layer that replaces traditional rule-heavy assignment systems. Console enriches each ticket with identity, HR, and application context, then routes it using natural-language rules (e.g., “Send all hardware issues to the endpoint team”). This removes the need for complex automations and makes routing dramatically simpler.

Ease of use

Console is praised for its intuitive and easy-to-use interface. Because it lives directly in Slack and Teams, the barriers to adoption are very low: no new portals or interfaces are required. 

Employees begin submitting requests within minutes, and admins can learn core workflows in a short period of time. Console centralizes knowledge, context, and policy logic, significantly reducing the complexity typical of enterprise ITSM.

Support

Console provides dedicated onboarding and customer success resources, as well as access to implementation engineers who help configure integrations and set up initial playbooks. Console also offers AI-powered self-service resources, enabling users to quickly troubleshoot common issues. 

Pricing

Pricing varies depending on the size of the organization and scale of integrations, however Console’s value is realized quickly due to its intuitive setup, high auto-resolution rates, and reduced dependency on manual IT workflows.

ServiceNow – Best for Legacy Enterprise Processes

What ServiceNow Does

ServiceNow is a highly-recognized legacy platform in the ITSM space. Designed around deep ITIL alignment, It offers modules for incident, problem, change request, and configuration management, all tied together through its workflow engine. ServiceNow is widely used by organizations with structured processes and large operational footprints. 

Reasons to Buy

• Strong governance capabilities 

• Large app ecosystem

• Best suited for enterprises with mature ITIL practices

Features

ServiceNow delivers a comprehensive suite of ITIL-aligned tools, a sophisticated CMDB, service catalog capabilities, and powerful orchestration modules. Its automation features allow large enterprises to standardize processes at scale, though they often require a dedicated team to deploy and maintain. Reporting, dashboards, and audit capabilities are extensive, making ServiceNow a strong fit for highly regulated industries.

Its breadth, however, often comes with operational overhead. ServiceNow implementations typically involve significant configuration effort (sometimes requiring dedicated developers or third-party partners to maintain). While the platform is powerful, its complexity means organizations must invest time and resources to fully unlock its capabilities.

Ease of use

ServiceNow is powerful but complex. While modern UI improvements have helped, most organizations still rely on full-time administrators or developers to manage workflows, integrations, and customizations. Smaller or rapidly changing teams may find it burdensome compared to lightweight, AI-native platforms.

Support

ServiceNow’s support ecosystem is one of the most robust in the ITSM market. Customers can access 24/7 support, extensive product documentation, role-based training, and certifications through ServiceNow University. It also offers implementation partners for consulting, customization, and managed services. This ecosystem of partners ensures large enterprises can get the help they need, but can also increase reliance on specialized third-parties.

Pricing

ServiceNow is known as a premium ITSM provider. Licensing is modular and often requires multiple add-ons for full ITSM functionality, making total cost of ownership significantly higher than lightweight platforms. Implementations often take months and may require dedicated internal and external resources, adding to long-term expenses. As a result, ServiceNow is best suited for enterprises with the budget and operational maturity to support a large-scale ITSM deployment.

Freshservice – Best for Mid-Market Teams

What Freshservice Does

Freshservice, part of Freshworks, is an ITSM platform designed for mid‑market organizations that want strong ITIL capabilities without the overhead of legacy enterprise tools. It offers a clean, approachable interface supported by automation, integrated asset management, and service catalog functionality. Freshservice is often adopted by IT teams transitioning away from email‑based support or lightweight tools and looking for more structure without sacrificing usability.

Reasons to Buy

• Fast deployment and minimal configuration

• Strong asset tracking and service catalog

• More affordable than traditional enterprise ITSM tools

Features

Freshservice provides a large set of ITSM capabilities, including incident, problem, change, and release management, along with native asset discovery and lifecycle tracking. Its automation engine allows teams to configure routing rules, approval flows, and repetitive task automations with little technical expertise. The platform also includes a service catalog builder, contract and vendor management features, and integrations across common software applications, giving mid‑market teams an accessible but powerful operational foundation.

Beyond core ITSM, Freshservice’s integrated asset management stands out for organizations seeking unified visibility into hardware, software, and usage data. The combination of ITSM workflows and asset insights enables teams to make more informed decisions about device health, renewals, and spend optimization all within a single system. While not as customizable as heavyweight enterprise platforms, Freshservice provides a balanced feature set designed for quick time‑to‑value.

Ease of use

A core strength of Freshservice is its intuitiveness. Administrators can configure most workflows without consultants, and agents adapt quickly to the interface. Its clean UI makes it appealing to teams transitioning from email-driven IT support.

Support

Freshservice offers a strong support ecosystem with 24/7 assistance available on higher-tier plans, as well as detailed product documentation and an active community forum. Customers on business and enterprise plans receive onboarding guidance, access to a dedicated success manager, and periodic account reviews to help expand or optimize their service operations. While not as extensive as ServiceNow’s global partner network, Freshservice’s support structure is well-suited for mid-market teams that want responsive help without heavy consulting dependencies.

Pricing

Freshservice uses a transparent, tiered pricing model with Starter, Growth, Pro, and Enterprise plans that scale based on feature depth and agent count. Lower tiers are competitively priced for smaller teams, while higher tiers introduce advanced automation, asset management, and support features. Total cost of ownership is generally lower than traditional enterprise ITSM platforms, and deployments tend to be faster and less resource-intensive, making Freshservice a cost-effective option for midsize organizations.

Jira Service Management – Best for Engineering-Centric Organizations

What Jira Service Management Does

Jira Service Management (JSM), part of Atlassian’s broader ecosystem, is designed for organizations that want IT teams working closely alongside engineering, development, and DevOps. Because it is built on the same underlying platform as Jira Software and integrates with tools like Confluence, Bitbucket, and Opsgenie, JSM is particularly strong in environments where operational work and software development intersect. IT and engineering teams can collaborate within a shared system, using unified issue types, shared workflows, and connected dashboards.

Reasons to Buy

• Integration with Atlassian tools

• Flexible workflows aligned with DevOps practices

• Ideal for IT and engineering collaboration

Features

Jira supports incident, problem, and change management through Atlassian’s flexible workflow framework. Its change management capabilities benefit from integrations with developer tooling, allowing automated change risk assessments and deployment tracking. The platform also includes request management, an integrated knowledge base powered by Confluence, on-call management via Opsgenie, and automation features that streamline approvals, escalations, and lifecycle workflows. JSM’s biggest differentiator is its alignment with modern DevOps practices: teams can link operational work to code deployments, alerts, runbooks, and service ownership models, giving engineering-centric organizations a unified system for responding to incidents and improving reliability. While powerful, its flexibility can introduce complexity, particularly as organizations scale workflows or attempt to replicate traditional ITIL structures.

Ease of use

For teams already working in Jira, adopting JSM is straightforward. Administrators benefit from familiar interactions such as issue queues, workflow transitions, and customizable forms. For teams not accustomed to Jira-style project structures, there can be a steeper learning curve. As with most Atlassian tools, the platform becomes more complex as organizations layer custom workflows, fields, or integrations, but it remains more approachable than heavyweight enterprise ITSM suites.

Support

Atlassian provides extensive documentation, community forums, product walkthroughs, and online training. Higher-tier plans include additional support SLAs, dedicated success managers, and access to enterprise-grade assistance. The Atlassian partner ecosystem is also large, with many solution providers that offer implementation, customization, and managed services. For engineering-driven organizations, there is also a strong developer community and resources for integrations, automation scripts, and API-driven extensions.

Pricing

JSM’s pricing is tiered based on agent count and feature level, typically making it more affordable than legacy enterprise tools. Cloud plans scale predictably, and organizations already using Atlassian products often benefit from bundle pricing across Jira Software, Confluence, and JSM. While customization and partner services can increase total cost, the platform remains cost-effective for teams that want ITSM tightly integrated with software development workflows.

HubSpot Service Hub – Best for Lightweight IT Needs

What HubSpot Service Hub Does

HubSpot Service Hub is not a traditional ITSM platform, but it functions well as a unified help desk for small organizations or hybrid operations teams that handle IT, HR, and general internal requests. Because it is built on HubSpot’s broader CRM platform, Service Hub centralizes communication, ticketing, knowledge articles, and workflow automation in a user-friendly interface. It is particularly effective for companies that want structured intake, basic automation, and reporting without adopting a full ITIL-aligned system. For organizations that do not need the complexity of enterprise ITSM, HubSpot’s speed, simplicity, and cross-functional flexibility make it a compelling alternative.

Reasons to Buy

• Intuitive and easy to use 

• Rapid deployment and minimal setup 

• Ideal for organizations that don’t require full ITIL processes 

Features

HubSpot Service Hub includes core help desk features such as ticketing, SLAs, automation workflows, a shared inbox, live chat, and a built-in knowledge base. Its automation builder allows teams to create simple assignment rules, escalations, and lifecycle actions without technical expertise. While it intentionally avoids the complexity of deep ITIL modules (e.g., change management, CMDB, or advanced configuration workflows), Service Hub provides strong tools for intake, triage, and communication. Integration with HubSpot’s CRM platform also makes it easy to align IT with other departments, ensuring that employee or customer context travels with each ticket. For hybrid support teams or early-stage companies, the platform offers a streamlined alternative to heavyweight ITSM suites.

Ease of use

HubSpot is regarded as one of the most user-friendly platforms on the market. Setup is fast, onboarding is straightforward, and the interface is clean and logically structured. Most teams can begin handling tickets within minutes, and administrators can configure automations, inboxes, and knowledge articles without any technical background. This ease of use makes HubSpot ideal for organizations without dedicated ITSM administrators or those who want a low-friction support environment.

Support

HubSpot provides strong customer support across all plan tiers, including documentation, tutorials, self-service training via HubSpot Academy, and live chat support. Higher-tier plans offer phone support, onboarding specialists, and advanced implementation guidance. The large HubSpot ecosystem also includes community forums, integration partners, and accelerated setup services for teams that want a more guided experience.

Pricing

HubSpot offers a free plan with basic ticketing and support tools, making it one of the most accessible platforms for small teams. Paid tiers expand functionality with automation, SLAs, advanced reporting, and multi-team capabilities. Pricing scales based on seat count and feature set, and while higher tiers can become costly, the overall value remains strong for organizations seeking simplicity rather than enterprise-grade ITIL depth.

Honorable Mentions

Zendesk — Best for Simple Ticketing, Not Full ITSM

Zendesk is a popular customer support platform that some small IT teams repurpose for internal help desk workflows. It offers strong ticketing, macros, and a polished UI, but lacks core ITSM capabilities like change management, asset lifecycle management, and deep workflow automation. Zendesk works for lightweight IT intake, but organizations with more complex needs typically outgrow it quickly.

SolarWinds Service Desk — Best for IT Asset–Heavy Environments

SolarWinds Service Desk combines ITSM workflows with strong asset management features, making it useful for organizations with large device fleets or infrastructure footprints. While it covers standard ITIL processes, customization and automation depth are more limited than modern AI-enabled platforms. SolarWinds is a fit for teams prioritizing inventory visibility over advanced workflow capabilities.

HappyFox Help Desk — Best for Small Teams Needing Structure

HappyFox delivers straightforward ticketing, a knowledge base, and basic automation in a clean and approachable interface. It is an affordable option for small teams wanting more organization than email-based IT support, but it lacks the extensibility, routing intelligence, and contextual awareness required for complex or fast-scaling environments.