10 Best ITSM Tools in 2025

Looking for the best ITSM tools available today? You’ve come to the right place: We’ve reviewed third-party review sites, such as G2 and Capterra, weighed each vendor’s pros and cons, and now present this comprehensive guide to everything you need to know about IT service management solutions.

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Best IT Service Management (ITSM) Tools

1. NinjaOne
2. SolarWinds Service Desk
3. Jira Service Management
4. Easy Vista Service Manager
5. SysAid
6. Vivantio
7. HaloITSM
8. Atera Helpdesk Software
9. ManageEngine ServiceDesk Plus
10. InvGate

 

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Top 10 ITSM Tools

All G2 & Capterra ratings data as of August 2025.

1. NinjaOne

NinjaOne , the automated endpoint management software, is our top choice as the top ITSM tool in the market today. Not only does it increase productivity, reduce security risk, and lower costs, but the NinjaOne’s IT operations management software can deliverdelivers visibility, security, and control over all your endpoints. Its solution allows you to easily monitor and manage your Windows, macOS, and Linux endpoints in a single pane of glass—giving you the 360-degree visibility you need to look into the health and performance of all your IT assets.

Designed by IT for IT, NinjaOne was built by an expert team that has over a century of combined experience in IT management. The lightweight yet powerful platform gives you everything you need, including dozens of out-of-the-box automations (such as scripts and tasks) to deliver unmatched services to your managed endpoints while also reducing cost. The numbers speak for themselves:

• 98.4 customer satisfaction score (CSAT)
• 95% of all Ninja clients report increased IT efficiency with automation
• 94% reduced ticket volumes and ticket resolution times
• 93% saved time on patching
• 71% replaced more than four tools with NinjaOne

With a healthy obsession for your success and a continuous QA process considering your feedback in its product roadmap, NinjaOne maintains the ITSM tool of choice for over 30,000+ customers worldwide.

 What users say

Khadija Samuels, IT Coordinator at Rare, wanted to lessen their technology stack and centralize ITSM operations to boost their IT efficiency. This is why they turned to NinjaOne for its single pane approach to ITSM. NinjaOne centralizes all the tools Rare needs to provide fast remote support, secure devices, and keep track of all their IT assets.

“NinjaOne Backup helps us do our job by giving end-users a self-service portal so they can access their files. Enabling our customers to self-serve is one less ticket for the helpdesk to manage.”

Read more NinjaOne customer stories or check out NinjaOne reviews.

NinjaOne reviews on G2

Number of 2025 G2 awards: 13 

NinjaOne reviews on Capterra

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2. SolarWinds Service Desk

SolarWinds Service Desk, previously Samanage Service Platform, is a cloud-based IT service management platform that helps IT teams of all sizes maximize their productivity and accelerate resolution with its fast time-to-value. Following SolarWinds’ acquisition of Samange in 2019, the platform was relaunched with expanded capabilities and a strong alignment to ITIL best practices.

Its solution integrates with dozens of business applications, including Slack, Microsoft Teams, and Salesforce,  so its customers can begin optimizing their performance from deployment.

The platform leverages automation, artificial intelligence (AI), and machine learning (ML) to streamline IT support services, empower employee self-service, and deliver actionable insights through customizable dashboards and reporting.

Features

• Incident management: The platform tracks, manages, and resolves IT incidents efficiently with automated routing and prioritization.
• Centralized management: Users can manage everything from a single dashboard.
• Real-time comments and status updates: SolarWinds provides users with real-time updates of business-critical actions.

Shortcomings

• Limited workflow flexibility: Some G2 reviewers note that service request workflows and customizations are less flexible than expected
• Learning curve: New users may find the navigation and interface complex without adequate training.
• Automation: Users have expressed interest in broader automation capabilities and more advanced triggers.

SolarWinds Service Desk reviews on G2

Number of 2025 G2 awards: 23

SolarWinds Service Desk reviews on Capterra

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3. Easy Vista Service Manager

EasyVista (EV) Service Manager is an ITSM software that offers a full suite of tools that allow technicians to resolve tickets faster and easier. Automated workflows offer faster troubleshooting and ticketing, allowing IT experts to focus on more strategic projects. The solution highlights its codeless workflow customization that streamlines processes.

Users can easily integrate asset management tools with EV Service Manager by leveraging automation to discover and manage their hardware and software. EV Service Manager consolidates several help desk and IT asset management tools that allow IT teams to provide quick remote support.

Features

• Single dashboard: Manage all IT requests from one centralized interface for improved visibility and efficiency. to manage all IT requests
• Automated workflows: Create and customize workflows without coding to streamline IT processes and reduce manual effort.
• IT asset inventory management: Automatically discover, track, and manage hardware and software assets to maintain accurate records.

Shortcomings

• Customer service: Some users report that response times and support quality could be improved. could be improved.
• Performance: Reviewers have noted occasional slow performance during use.
• Reporting: Reporting tools could be more intuitive, making it easier to generate and customize reports.

EV Service Manager reviews on G2

Number of 2025 G2 awards: 0

EV Service Manager reviews on Capterra

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4. ServiceNow IT Service Management

ServiceNow IT Service Management is a well-known ITSM software that helps IT teams deliver resilient IT services and improve their operational efficiency. The platform leverages automation, AI, and machine learning to boost IT productivity and provide a more intuitive experience for its end-users.

Its modern, cloud-based, silo-busting ITSM software consolidates on-premises legacy tools in a single cloud platform and allows IT experts to share data and analytics with automated workflows.

💡 ServiceNow is one of the countless integrations supported by NinjaOne. Watch this ServiceNow integration demo.

Features

• Consolidated IT services and tools: Unify disparate service delivery systems into a single platform for improved visibility and collaboration.
• Performance analytics: Provide real-time insights and reporting to measure service performance and identify areas for improvement.
• Admin center: Centralize configuration, customization, and system management for IT administrators.

Shortcomings

• Learning curve: New users often find the platform complex and require extensive training to reach proficiency.
• Initial set up: Initial configuration and tailoring of workflows can be time-consuming and demand significant resources and customization will take time and resources.
• Customization: Initial configuration and tailoring of workflows can be time-consuming and demand significant resources.

ServiceNow IT Service Management reviews on G2

Number of 2025 G2 awards: 7

ServiceNow IT Service Management reviews on Capterra

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5. SysAid

SysAid uses generative AI to streamline IT operations and help IT technicians focus on high-value tasks. SysAid is more commonly used by mid-sized businesses to mature organizations that need assistance in managing more complex projects.

The comprehensive solution empowers IT admins to focus on their core competencies and deliver better IT service to their end users. As a robust AI-powered ITSM tool, SysAid is better suited for leaner teams with a limited IT budget. Ideally, the all-in-one tool can be maximized by only a few people managing multiple endpoints.

See how SysAid compares with NinjaOne or read a more in-depth analysis of SysAid alternatives.

Features

• Centralized management: Offers real-time monitoring, alerting, and centralized dashboards powered by AI-driven insights.
• AI Automation: Ready-to-use AI Agents automate tasks like ticket triage, issue resolution, onboarding, and asset monitoring—reducing manual workload.
• AI-powered conversational chatbot across multiple channels: AI-powered chat enables intuitive, multilingual support across multiple channels, elevating user self-service.

Shortcomings

• Knowledge Base: The Knowledge Base could be improved to include more comprehensive guides.
• Ticketing: Some users have encountered errors, like 504 responses, lost or frozen tickets, or UI glitches when managing tickets.
• Performance: SysAid may slow down when running several actions at once.

SysAid reviews on G2

Number of 2025 G2 awards: 0 

SysAid reviews on Capterra

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6. Vivantio

Vivantio is a configurable platform that enables your IT team to manage their workload and improve their efficiency easily. Its IT service management software helps increase productivity and is designed to mitigate risks and solve issues faster in a unified platform.

The comprehensive ITSM tool is intended for service teams looking to scale beyond ticketing, providing a wide range of functions, including asset discovery, task management, change management, and knowledge management.

Features

• Asset discovery & ITAM: Automatically uncover and manage hardware and software assets to maintain a comprehensive IT inventory.
• Automated workflows: Use no-code, ITIL-aligned automation to standardize incident routing, change approvals, and SLA enforcement.
• Task management: Streamline project and support assignments with configurable task tracking and role-based task delegation.

Shortcomings

• Built for larger enterprises: The platform can be complex to use and understand for beginner IT personnel.
• Search usability: Feedback suggests the search capabilities could be more intuitive, especially for new users still adapting to the platform’s structure.
• Some feature inconsistencies: A few reviewers mention intermittent issues—such as navigation quirks or unexpected sign-outs—that can interrupt workflow in certain scenarios.

Vivantio reviews on G2

Number of 2025 G2 awards: 0 

Vivantio reviews on Capterra

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7. HaloITSM

HaloITSM is an intuitive, ITIL-aligned service for mid-market MSPs that want to manage all their IT services from a single console. Its solution offers a wide range of ITSM tools, including incident management, service catalog, change control, asset management, and integrations.

The HaloITSM platform is designed to deliver exceptional service with a fast and fully configurable system. As so marketed, the platform enables IT teams to align their ITSM tool with their specific business needs. Additionally, HaloITSM allows you to create multiple and customizable SLA groups, timings, priorities, and descriptions for response and resolution times.

Features

• Self-service portal: Empowers end users to log requests and access support autonomously.
• Change visibility: Offers clear oversight of all change activities across teams through centralized tracking and dashboards.
• Flexible integrations: Supports a variety of system integrations to extend workflow capabilities and align with existing tools.

Shortcomings

• Customization learning curve: Some users mention that configuring and personalizing the platform requires familiarity and can take time to master.
• Reporting: Some G2 users have stated custom reports may require knowledge of SQL.
• Search usability: A few users find the search function not immediately intuitive, particularly when navigating complex datasets.

HaloITSM reviews on G2

Number of 2025 G2 awards: 0 

HaloITSM reviews on Capterra

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8. Atera Helpdesk Software

Atera is a full RMM that offers ITSM tools to help IT businesses improve their IT service delivery. Its solution operates on proactive management, allowing users to preemptively address issues before they turn into bigger problems.

Designed specifically for IT departments, Atera Helpdesk helps IT pros accomplish their day-to-day tasks with much more ease. As both a helpdesk solution and a ticketing system, Atera Helpdesk is intended to be as intuitive and user-friendly as possible, allowing to you easily connect with your end-users through live chat.

See how Atera compares with NinjaOne or read a more in-depth analysis of Atera competitors.

Features

• Intelligent ticketing and helpdesk software: Offers a unified, easy-to-use helpdesk interface that ties directly into RMM capabilities for efficient issue resolution.
• AI ticket tagging: Employs AI to automatically categorize, prioritize, and assign tickets, streamlining responses and technician workflows.
• Automated reports: Generates proactive, insightful reports on system health, ticket activity, and support performance to inform decision-making.

Shortcomings

• Filtering: Several users express a desire for more user-friendly filtering options and smoother navigation within ticket views.
• Performance: A few reviews mention that the platform can slow down when managing many endpoints or complex dashboards.
• Ticketing: Some users note that ticketing lacks advanced customization features like checklists or detailed workflow steps.

Atera reviews on G2

Number of 2025 G2 awards: 2

Atera reviews on Capterra

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9. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is comprehensive IT service management software designed to design, automate, deliver, and manage critical IT and business services. It combines IT asset management, IT service management, and CMDB with enterprise service management capabilities to deliver an all-in-one solution.

ServiceDesk Plus is available both on-premises and in the cloud, marketing itself as an ideal solution for organizations looking for a scalable, secure, and extensible IT service management solution. Additionally, the platform boasts a privacy-first design, with ServiceDesk Plus using ManageEngine’s own data centers worldwide, requiring no trackers or sub-processors.

See how ManageEngine compares with NinjaOne or read a more in-depth analysis of ManageEngine alternatives.

Features

• Unified service management: Delivers integrated support for ITSM, ITAM, CMDB, and ESM from a single platform to streamline operations.
• Integrated IT and business workflows: Enables cross-functional teams like HR or facilities to use the platform with unified workflows and ticketing, expanding beyond IT operations.
• Enterprise service management: Offers enterprise-grade scalability, with customizable deployment (cloud or on-prem), flexible editions, and robust privacy controls.

Shortcomings

• Customer support: While many users commend the support, some report that direct vendor assistance can be inconsistent could be improved.
• Customization: Some G2 users have stated that advanced customization can require a learning curve.
• Reporting: Despite the extensive built-in and query-based reports, a few users feel reporting capabilities could be more intuitive or modernized.

ManageEngine ServiceDesk Plus reviews on G2

Number of 2025 G2 awards: 0 

ManageEngine ServiceDesk Plus reviews on Capterra

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10. InvGate

InvGate is a flexible service management solution that offers IT service management, enterprise service management, and IT asset management in a unified dashboard. Its service desk is marketed for mid to large companies that want more efficient IT service delivery, especially for ticketing, workflows, and analytics.

The platform is designed for high-output teams and offers a wide range of functionalities, from enterprise service management to IT asset management. Marketing itself as a “no-code” ITSM tool, InvGate enables you to map out all IT components and their relationships with a visual CMDB data model. This helps you easily identify trends, patterns, and outliers in an easy-to-understand presentation.

Features

• Ticket management: Combines ticketing, workflows, and asset visibility into a cohesive no-code platform with a visual CMDB.
• Automated workflows: Supports configurable automation, SLAs tracking, and self-service portals to streamline service requests.
• Centralized management: Offers all functions in a single pane of glass.

Shortcomings

• Customization: The platform could improve on its customization capabilities.
• Performance: InvGate can slow down when managing multiple endpoints.
• Reporting: Some users suggest that additional filtering options and richer visualization would enhance the utility of its reporting tools.

InvGate reviews on G2

Number of 2025 G2 awards: 0 

InvGate reviews on Capterra

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Comparison of Best ITSM solutions (G2)

 

Comparison of best ITSM tools (Capterra)

Final scores and summaries of ITSM tools

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Our rankings formula

To derive the final score for each vendor, we employed a weighted formula that takes into account various metrics. Here’s how it breaks down:

Final Score = w1 * G2 Overall Star Rating + w2 * Capterra Overall Star Rating + w3 * G2 Good Partner in Doing Business + w4 * Capterra Customer Service + w5 * G2 Total Number of Reviews (Scaled) + w6 * Capterra Total Number of Reviews (Scaled) + Other Factors

w1 = 0.15 (Weight for G2 Overall Star Rating)

w2 = 0.15 (Weight for Capterra Overall Star Rating)

w3 = 0.2 (Weight for G2 Good Partner in Doing Business)

w4 = 0.2 (Weight for Capterra Customer Service)

w5 = 0.1 (Weight for G2 Total Number of Reviews, Scaled)

w6 = 0.1 (Weight for Capterra Total Number of Reviews, Scaled)

Other Factors include additional metrics like ease of use, each multiplied by their corresponding weights:

w7 = 0.05 (Weight for G2 Ease of Use)

w8 = 0.05 (Weight for Capterra Ease of Use)

5 important features of top ITSM tools 2025

It’s worth noting that no two ITSM software are the same. While all vendors generally offer the same core functionalities, they differ in reliability, speed, and integration capabilities. When using the guide, it’s always a good idea to think about your specific ITSM requirements and what you need your ITSM tool to achieve or resolve. List all the features and functions you need, match those with your current and expected IT budget, and see how each vendor fits those conditions.

1. Straightforward deployment

Recall the top ITSM tools intend to make work more efficient, so it only makes sense that it should be simple to deploy and use. Your IT service management solution should be quick to activate and fully functional. If possible, you should also find an ITSM software vendor that offers free and unlimited training and support.

2. User-friendly

Similarly, any good ITSM software should be user-friendly, even for less experienced IT technicians. It’s a great idea to choose software with self-service FAQs and a helpdesk portal where your users can find the solutions they need when they need them.

3. Flexibility

All businesses are dynamic, and your ITSM software needs to grow with you and meet your demands as you scale. The best ITSM tools can easily adapt to your changing needs, constantly and consistently offering value to your IT team. Likewise, it may be prudent to check if your desired vendor has a transparent product roadmap so you can determine if their business trajectory aligns with your current goals and if they have maintained flexibility throughout the years.

4. Integration

Your IT service management tool is only as good as its ability to operate and function within your existing system and other business applications. Try to look for software providers that offer a single, unified platform with multiple integrations so that you have all the tools you need to begin optimizing your processes from day one.

5. Total cost of ownership

At the end of the day, your ITSM software should be cost-effective so that you can also meet your financial goals. Consider the full life cycle of your intended IT service management solution, including the upfront cost and any additional expenses for maintenance, support, and potential upgrades. When needed, regularly revisit your IT budget and see whether you are still maximizing it and receiving a favorable return on your investment.

Finding the best ITSM tools for your business

Investing in IT service management software is the first step towards greater efficiency, lower costs, and higher end-user satisfaction—but how do you choose the right one? When is the right time to implement it? The truth is that all companies are dynamic, so there is never a “perfect” ITSM solution or the “perfect” time to implement one.

That said, you can work with the most suitable solution for your business by considering your needs and what your ITSM tool wants to do. The right ITSM tool will dramatically improve your processes and lead to a faster return on investment.