8 Best ITSM Tools & Platforms for 2026

With 29% of IT projects not being delivered on time , it’s easy to see why industry leaders are moving to ITSM software tools offering autonomous service operations. If your current tool doesn’t have advanced artificial intelligence (AI) capabilities like agentic AI, you're already behind. Agentic ITSM tools don’t just suggest next steps or knowledge articles when something’s broken — they interpret intent, and execute complex fixes across your entire tech stack autonomously.

If you’re looking for the best ITSM tool for your business to go from reactive to proactive, we’ve got you covered. We’ve curated a list of top-rated, trusted ITSM tools and platforms to help you make an informed decision. Let’s jump right in.

ITSM tools are software platforms that help businesses deliver, manage, and improve IT services efficiently. From incident management and problem resolution to change management and asset inventory, they centralize everything in a single unified system. Instead of juggling endless email chains and scattered spreadsheets, ITSM tools create structured workflows to prioritize and resolve issues on time.

Agentic ITSM tools take this a step further by predicting issues before they escalate. They can automatically categorize, route tickets, and even resolve common problems without human intervention. For instance, Agentforce IT Service turns ITSM from reactive firefighting into proactive service delivery. This helps your team focus on strategic work instead of repetitive tasks. In fact, according to Salesforce’s latest State of Service report, a whopping 79% of service leaders say investment in AI agents is essential to meet business demands. This shift is a step in the right direction for businesses looking to streamline their ITSM operations (with an agent-first mindset!).

ITSM software transforms IT departments from reactive cost centers into strategic business partners. Without them, teams waste time on manual processes, lack visibility into their infrastructure, and struggle to deliver consistent service.

Our research shows that employees waste over 7 hours in a 40-hour work week on low-value tasks. ITSM tools eliminate this waste by automating routine work, centralizing service data, and providing the structure needed to scale operations efficiently.

Modern ITSM tools also deliver clear financial value by identifying unused software licenses, tracking assets under warranty, avoiding duplicate work, and strengthening security through better infrastructure visibility. For organizations looking to compete effectively, ITSM tools aren't optional — they're essential infrastructure.

ITSM tools are built on the IT Infrastructure Library (ITIL) framework. ITIL is a globally recognized set of best practices for ITSM. For instance, when someone submits an issue, an ITSM tool automatically logs it, categorizes it based on predefined rules, and routes it to the appropriate team. Throughout the lifecycle, the system tracks every update, escalation, and resolution step while maintaining a complete audit trail.

ITSM tools typically integrate with a live configuration management database (CMDB), a centralized repository that stores detailed information about all your IT assets and their relationships. If these platforms are powered by AI capabilities, they can move beyond simple ticketing and predict outages or self-heal systems before your team notices a glitch.

Effective ITSM software needs three crucial features: incident management to fix issues fast, a knowledge base so users can help themselves, and asset management to track all your hardware and software. Together, they let you solve problems quickly and stay on top of what you own.

We've compiled a list of eight ITSM platforms trusted by global businesses. All these platforms have above 4-star rating on G2, a software comparison website. Whether you’re a global enterprise or a small and medium business (SMB), these platforms are so much more than just contact center software. These ITSM platforms can become true partners in your IT operations.

Agentforce IT Service is a step up from traditional ITSM tools, and takes you from a ticket-based support business to a fully autonomous service business. It’s built on the Salesforce Platform and uses Agentforce, intelligent AI agents to resolve routine issues, predict system outages, and automate complex workflows in real-time. These aren't your typical chatbots; they act as your digital co-pilots to combat system risks and resolve employees’ issues. Whether it’s self-healing a server or onboarding a new hire, Agentforce IT Service works with you (and for you) 24/7.

And the best part? It integrates with tools like Slack and Teams to scale your IT team’s impact. In fact, it turns Slack into a fully autonomous service desk, and can understand employee requests and execute multi-step fixes without anyone ever leaving the conversation.

Key features: These features from Agentforce IT Service will help you deliver impact:

• Employee AI agents: Employees can speak in natural language, and just say, "I need a Zoom license" or "My laptop is slow," and Agentforce handles the fix instantly or routes the request to the appropriate department.
• Native Slack integration: There’s no portal fatigue. Employees and IT teams can request help, check status, and approve changes directly in the chat window, keeping work flowing where it actually happens.
• Proactive incident management: The system monitors for red flags, such as server lag, and either fixes the issue or alerts the team before your employees even notice. This significantly boosts trust in your IT team.
• Automated root cause analysis (RCA): After an incident is resolved, Agentforce analyses the entire event history. It generates an RCA, linking similar past incidents and change requests to prevent the same problem from recurring.
• Service graph: It’s a live map of every laptop, server, and app you own. It shows how they’re connected, so if one thing breaks, the AI knows exactly what else will be affected.
• Service level agreements (SLAs) management: Get guidance from AI agents to manage SLA policies for incidents, problems, and changes. Our platform can predict when an SLA is at risk of being breached, triggering early warnings.
• Simplified knowledge management system (KMS): Agentforce can create a comprehensive knowledge management system (KMS) that connects everything into a single unified search so your team never has to hunt for an answer.

What it costs: The enterprise edition starts at $75 per user per month.

Atomicwork is an AI ITSM platform designed to streamline IT service delivery. Unlike legacy ITSM tools, Atomicwork gets you up and running quickly. It comes with a conversational AI agent to handle common requests through Slack or Teams. This way, employees get help without opening another tab or forms. Startups particularly find this platform useful for incident management, asset tracking, and workflow automation.

Key features: Here’s what to expect from Atomicwork:

• Smart ticket routing: It categorizes and assigns tickets to the right team members based on skills, workload, and priority without manual intervention.
• Self-service knowledge base: Employees find answers themselves through an AI-enhanced knowledge hub that learns from past resolutions.
• Asset and license management: Get complete visibility into hardware, software, and Software as a Service (SaaS) subscriptions.
• Workflow automation: You can create custom workflows for approvals, onboarding, offboarding, and repetitive tasks.
• Real-time analytics: Intuitive dashboards provide actionable insights into ticket trends, team performance, resolution times, and user satisfaction.

What it costs: It starts at $90 per user per year.

BMC Helix is an enterprise-focused ITSM platform built for businesses with complex IT needs. It handles everything from ticket management and change control to multi-cloud operations and asset discovery. BMC’s built-in AI features can predict problems before they escalate. Like Agentforce IT Service, it also offers autonomous AI agents that handle routine tasks, so your team can focus on strategic tasks.

While the platform is customizable, you'll need dedicated staff, proper training, and time to configure it correctly.

Key features: BMC Helix offers the following features to streamline your ITSM operations:

• AI-powered virtual agent: BMC Helix’s chatbot can handle routine requests, answer questions, and resolve common issues without human intervention.
• Cognitive automation: Predictive AI analyzes patterns to forecast incidents, suggest solutions, and automate problem management before they impact users.
• Multi-cloud service management: It supports managing services across AWS, Azure, Google Cloud, and hybrid environments from a single platform.
• Advanced analytics: Dashboards and reporting tools provide deep insights into service performance, trends, and operational efficiency.
• Integration hub: Connects seamlessly with enterprise tools like Salesforce, Jira, etc. to unify workflows across your tech stack.

What it costs: The pricing is customized based on your requirements. It usually depends on whether you choose SaaS or on-premises deployment, the modules you need, and the number of named users (admins, help desk analysts, asset managers).

Freshservice is a user-friendly ITSM platform that can get your service desk running in days. The platform covers the basics, including ticketing, asset management, change control, and knowledge bases. Its AI features can auto-categorize and prioritize tickets, suggest relevant knowledge base articles, predict SLA breaches before they happen, and even draft responses based on past resolutions. Freshservice is ideal for SMBs, but growing businesses with complex needs might eventually outgrow it.

Key features: These are the features that make Freshservice worth a look:

• Intuitive ticketing system: It comes with a simple, email-like interface for managing incidents, service requests, and problems with customizable workflows.
• IT asset management: End-to-end information on your hardware and software assets with automated discovery, lifecycle tracking, and relationship mapping to understand dependencies.
• Self-service portal: A user-friendly portal where employees can submit tickets, search for answers, and track request status without contacting your IT team directly.
• Change management: You’ll get structured workflows for planning, approving, and implementing changes with built-in risk assessment.
• Omnichannel support: Handle requests coming from email, chat, phone, portal, Slack, and Microsoft Teams — all from a single platform.

What it costs: The basic tier begins at $19 per user per month, but it lacks essential features and AI capabilities.

Ivanti Neurons is an ITSM platform that puts automation front and center, aiming to create a self-healing IT environment. Its AI capabilities can detect anomalies across your infrastructure, predict potential outages, and fix common issues before users notice. Ivanti offers all the usual features: ticketing and asset management, automated patch management, and endpoint security.

This platform works particularly well for businesses focused on endpoint management and security, though it can feel complex to set up initially.

Key features: Here’s what you can expect from Ivanti Neurons ITSM:

• Self-healing automation: Its AI detects issues, predicts failures, and fixes common problems before they impact users — no human intervention needed.
• Unified endpoint management: It integrates ITSM with device management, patch deployment, and security controls for complete visibility across all endpoints.
• Predictive intelligence: Machine learning (ML) analyzes patterns across your IT environment to forecast potential incidents, bandwidth issues, and security vulnerabilities.
• IT asset and software management: Tracking of hardware, software licenses, and cloud subscriptions with automated discovery and recommendations.
• Advanced analytics: Real-time dashboards and reports provide insights into IT health, user sentiment, and operational efficiency.

What it costs: Ivanti isn’t transparent about the pricing, and you have to contact their sales team for a quote. The price is customized based on the features and the number of users you want.

Jira Service Management (JSM) is Atlassian's ITSM platform that feels like a natural evolution if you're in the Jira ecosystem. It seamlessly blends ITSM with development and operations workflows, making it ideal for teams practicing DevOps or managing software-driven services. Its AI capabilities can categorize requests, summarize long threads, and suggest responses based on past tickets. It offers features like incident management, change control, asset tracking, and a self-service portal.

Key features: Let's look at the main features of JSM:

• Easy problem management: Track incidents in real-time, identify root causes, and identify related issues to make sure such problems don’t recur.
• Change management: Integrates with DevOps to track code changes, deployments, and releases alongside service requests.
• Self-service portal: Customizable service desk where users can submit requests, search for solutions, and track progress with an intuitive interface.
• Asset and configuration management: Built-in tracking with discovery capabilities and CMDB functionality to map dependencies and understand service relationships.
• Automation engine: Use the no-code automation builder to create custom rules for routing, notifications, and escalations to reduce manual work.

What it costs: It starts at $20 per agent per month.

ServiceNow IT Service Management is a solution that goes beyond basic ticketing to encompass the entire IT service lifecycle. Think of it as an enterprise service management (ESM) platform that works across multiple departments. So, you get features across HR, facilities, and your customer service software. Its AI for customer service capabilities can summarize cases, route cases, and automate multiple workflows. However, you'll need dedicated ServiceNow administrators and consultants to configure and maintain it.

Key features: These are the features that ServiceNow offers:

• AI assistance: ServiceNow’s AI can predict incidents, summarize cases, and provide intelligent search.
• Intelligent self-service: Its chatbot handles requests through natural language across web, mobile, and Slack with contextual understanding.
• Workflow automation: Use the drag-and-drop builder to automate complex processes across IT — without extensive coding.
• Enterprise service management: Extends beyond IT to HR, facilities, legal, finance, and other departments with one platform to manage services across your business.

What it costs: ServiceNow doesn’t offer transparent pricing, so you’ll need to contact their sales team for a custom quote.

SysAid is an all-in-one ITSM platform that many startups and SMBs find reliable. It covers the essentials, including ticketing, asset management, and change management. SysAid's AI assistant, Sara automates ticket categorization, suggests solutions based on historical data, and provides self-service through conversational chat (though it's not as advanced as some competitors). The platform offers built-in remote desktop tools and asset discovery features, making it practical for teams that need device management alongside service desk functions.

Key features: Here are a few features that you can expect from SysAid:

• Integrated ticketing system: Centralized service desk for managing incidents, requests, and problems with customizable workflows.
• IT asset management: Automated discovery and tracking of hardware, software, and licenses with lifecycle management and detailed inventory reports.
• Built-in remote support tools: Native remote desktop control lets technicians troubleshoot and fix issues directly without switching to third-party tools.
• Self-service portal and knowledge base: A simple portal for employees to submit tickets, search for answers, track requests, and access IT resources independently.
• Mobile app support: Both IT teams and end users can manage and submit tickets on the go from iOS and Android devices.

What it costs: You’ll have to request the pricing.

Modern ITSM tools are evolving from simple ticketing systems into autonomous service engines that prioritize speed and employee experience. When evaluating options, look for the following features:

• Ticket management: Ensure your ITSM tool automates categorisation, routing, and prioritisation with customizable workflows that align with your team's workflow.
• Knowledge management system: It should offer a clean interface for employees to find answers, submit requests, and track status without contacting IT directly.
• Service catalog: An IT service catalog is a centralized menu of IT services — like hardware requests, software access, or onboarding — with predefined workflows and approval processes.
• Asset and configuration management: Automated discovery and tracking of hardware, software, and licenses with visibility into dependencies and relationships across your infrastructure.
• Integration ecosystem: It should support integrations or APIs to connect with your existing tools, like email, chat platforms, monitoring systems, HR software, and cloud services.
• Reporting and analytics: Real-time dashboards and customizable reports that provide insights into team performance, SLA compliance, and service trends.
• Scalability and flexibility: Make sure the ITSM platform grows with your business and adapts to changing needs without requiring a complete platform overhaul or expensive ITSM migration.
• Mobile accessibility: Your IT team and employees should be able to access the service portal and service desk from anywhere to provide and receive help.
• Security and compliance: Role-based access controls, audit trails, data encryption, and features that support regulatory compliance requirements.
• AI and automation capabilities: Go for a tool that offers agentic AI for self-service and predictive analytics — all while reducing repetitive manual tasks. In fact, our customer success metrics show that businesses that moved to Salesforce for AI capabilities saw a 33% boost in productivity and a 35% increase in sales revenue.

With the right ITSM tools, your IT team becomes a partner in delivering value rather than just a cost center. Here's what you gain when you implement an ITSM platform:

• Faster resolution times: Automated workflows and intelligent ticket routing get issues to the right people. It cuts resolution times from days to hours.
• Improved accountability: Clear audit trails and assignment tracking enables proactive service, and everyone knows who's responsible for what.
• Better user experience (UX): Self-service portals and knowledge bases help your team resolve common issues themselves, reducing reliance on others.
• Cost reduction: Automation and agentic AI reduce repetitive manual work and optimize resource allocation. Plus, it prevents costly downtime.
• Make better decisions: Built-in analytics show patterns in incidents and highlight recurring problems to help you make data-driven decisions.
• Stay secure and compliant: Standardized processes and detailed documentation help you meet regulatory requirements and security protocols.
• Cross-team collaboration: It breaks down silos among IT, HR, facilities, and other departments, creating a consistent service delivery experience.

All set to get started with ITSM software? Here are a few tips and ITSM best practices that’ll guide you throughout this process:

Before evaluating any platform, define what success looks like for your business. You can do this by identifying your biggest ITSM challenges: Is ticket resolution slow? Do you lack visibility into assets? Are your users complaining about poor service? Having answers to these questions can help create measurable goals.

Pro tip: Document your must-have features versus nice-to-haves. Then involve stakeholders from IT, management, and other end users to address real needs and immediate concerns.

Don't fall into the trap of buying more tools than you need or settling for less than you'll require in two years. Small teams might thrive with user-friendly platforms like SysAid, while enterprises with complex workflows need the power of Agentforce IT Service. So, consider your growth trajectory, technical resources, and budget realistically.

Pro tip: Request trial accounts from your top three vendors and run a real-world pilot with actual tickets and workflows. A week of hands-on testing reveals more than a dozen polished sales demos ever will.

The fanciest ITSM software fails if your team won't use it. So, communicate the why behind the change early (and often), and address concerns about workload and learning curves. Create a phased rollout plan rather than a big-bang approach, and celebrate early wins to build momentum and buy-in across the organization.

Pro tip: Shadow your help desk team for a day before implementation to understand their actual pain points and workflows. Use their real frustrations as the basis for your change management messaging, and they'll become your biggest advocates.

Budget time and resources for comprehensive training — and not just a one-hour demo. Consider offering role-specific training for admins, technicians, and end-users with hands-on practice in a sandbox environment. Create internal documentation and quick-reference video guides that people can access when they're stuck. Remember that training isn't a one-time event, so plan for ongoing education as you add features and onboard new hires.

Pro tip: Record your training sessions and create a searchable video library organized by role and task. When someone asks, "How do I reassign a ticket?" six months later, you can send them a 2-minute clip instead of scheduling another training.

We know it’s tempting, but resist the urge to configure every feature and automation on day one. Begin with core functionality like ticket management and self-service portal, get those working smoothly, and then gradually layer in asset management or advanced automation. This reduces overwhelm, helps your team build confidence, and helps you learn which customisations add value.

Pro tip: Create a 90-day roadmap with three 30-day phases. For instance: phase 1: ticketing and basic workflows; phase 2: knowledge base and asset management; phase 3: automation and integrations. This keeps you focused and prevents scope creep during implementation.

Define clear processes, ticket categories, and SLA targets from the start to avoid chaos later. Create a governance committee to determine who can make configuration changes, how workflows are approved, and when to add new integrations.

Pro tip: Limit admin access and create a simple change request process where anyone can suggest improvements, but only designated admins implement them after review.

Prioritize integrations that remove duplicate data entry and create seamless workflows. Test integrations thoroughly before going live, and maintain a current integration map so everyone understands how data flows between systems.

Pro tip: Start with your most-used communication tool (Slack or Teams) as your first integration. When people can submit and check tickets without leaving their chat window, adoption improves.

Set up dashboards and reports from day one to track key metrics like ticket resolution time, first-contact resolution rate, user satisfaction, and SLA compliance. Schedule regular reviews — monthly at first, then quarterly — to analyze trends and identify bottlenecks. Use these insights to refine workflows and make data-driven decisions about where to focus improvement efforts.

Pro tip: Set up automated weekly reports that hit your inbox every Monday morning with the previous week's key metrics. Consistent visibility into trends helps you catch problems early before they become crises, and having historical data makes it easy to prove return on investment (ROI).

Choosing the right ITSM platform isn't just about finding a place to store tickets. It’s about choosing how your team spends their day. The best ITSM software has moved away from rigid portals and towards conversational, autonomous agents. The goal is to give your team the space to focus on the high-level projects that move the needle. If you're looking to turn your IT department into a 24/7 autonomous service powerhouse, Agentforce IT Service is the place to start. It’s the most complete agentic platform available today. It’s trusted, secure, and built to scale with you.