The 11 best ITSM software for IT teams in 2026

As IT organizations realize the benefits of IT service management software (ITSM), the global market size grows along with it. The 2023 estimate was $10.5 billion, and it’s projected to grow to $22.1 billion by 2028.

These days, ITSM software is a near-necessity for IT teams, thanks to its ability to enhance service delivery and improve overall organizational efficiency. Plus, ITSM tools eliminate the various manual and repetitive tasks of IT management, allowing organizations to focus on more strategic initiatives.

Many ITSM tools are available, meaning you need to compare them to see which one provides the most value. To help you with that process, here are reviews and comparisons of the best ITSM tools available today.

The 11 best ITSM tools for IT teams in 2026

Based on the research we did, the best ITSM tools in today’s market are:

1. Atera – Best overall ITSM software
2. ServiceNow ITSM – Suitable for customizable ITSM workflows
3. SolarWinds Service Desk – Standard ITSM tool for ticket management
4. Jira Service Management – Ideal integration with the Atlassian ecosystem
5. LogMeIn Resolve – Standard ITSM with integrated remote control
6. Syncro – Simple ITSM tool for small MSPs
7. NinjaOne – Typical ITSM for endpoint visibility
8. Datto Autotask PSA – Common PSA-first ITSM solution
9. ManageEngine ServiceDesk Plus – Ideal ITSM tool with a strong service desk
10. SysAid – Standard ITSM with flexible automation
11. Freshservice – Common ITSM with fast onboarding

Below, we’ve done a more detailed review of each.

Atera – Best overall ITSM software

Atera, an Agentic AI platform for IT management, combines key IT management features into one platform, such as RMM, helpdesk and ticketing, knowledge management, asset management, patch management, and reporting.

Atera is the first ITSM solution to incorporate Agentic AI technology into its platform through Atera’s AI agents. Our AI agents work alongside technicians and end-users, tackling manual and repetitive tasks automatically. 

For additional functionality, Atera integrates with a variety of third-party tools.

Features and capabilities

While a few IT management platforms provide similar capabilities, Atera’s AI agents set it apart.

Atera’s Robin is the first line of support for users, empowering them to self-solve IT issues. Autopilot handles routine and complex tasks, troubleshoots issues, and resolves tickets.

With Autopilot, up to 40% of your IT workload can be eliminated, and your IT team can shift from support to priority projects. 

If an issue is too complex, Autopilot can automatically escalate tickets to human technicians, and this is where Atera’s AI Copilot can help.

Atera Copilot works alongside technicians, expanding their human expertise and capabilities. Whether you need help with device troubleshooting, creating ticket summaries, or scripts, Copilot is there to assist you in real-time.

For example, if you need to locate all devices with missing patches, you can simply ask Copilot to list them for you. After this, you can tell Copilot to deploy the patches or schedule the updates for a later time.

Copilot’s filtering capabilities are especially useful for enterprises with a large number of devices. There’s no need to sift through large lists manually, simply ask Copilot to find you the right devices.

Pricing and value for money

Atera uses a pay-per-technician pricing model, meaning users can manage unlimited endpoints/devices at no additional cost. This differs from most competitors using a pay-per-endpoint pricing structure.

Atera’s pricing plans for MSPs:

• Pro: $129 per month, per technician
• Growth: $179 per month, per technician
• Power: $209 per month, per technician
• Superpower (Enterprise): Custom quotation. Contact sales for pricing.

Atera’s pricing plans for IT departments:

• Professional: $149 per month, per technician
• Expert: $189 per month, per technician
• Master: $219 per month, per technician
• Enterprise: Custom quotation. Contact sales for pricing.

Get started with Atera with a 30-day free trial, no credit card required!

Customer reviews and ratings

Atera G2 rating: 4.6 out of 5.0 stars (830+ reviews)

What Atera users are saying on G2:

• “Atera is a powerful RMM platform we’ve integrated into our IT operations for managing endpoints. The admin dashboard is simple to customize, which is great for me as a data analytics manager,” a G2 user says.

• “Atera’s AI agents are constantly improving and offer helpful scripts. Atera constantly develops the entire platform, with new features coming out frequently,” a G2 user says.

Atera Capterra rating: 4.6 out of 5.0 stars (430+ reviews)

What Atera users are saying on Capterra:

• “I love the integration of AI within ticketing and scripting. It makes everything easier to do and helps you out whenever you forget that one command to make progress,” a G2 user says.

• “I like that Atera combines real-time monitoring, RMM, network discovery, and IT ticketing. It allows me to offer remote support and resolve issues rapidly,” a Capterra user says.

2. ServiceNow ITSM – Suitable for customizable ITSM workflows

ServiceNow IT Service Management is an ITSM software with a wide variety of applications for managing IT services. The main use cases are managing incidents, improving change management, boosting agent productivity, and enabling self-service for end-users.

ServiceNow’s ITSM capabilities are highly customizable, which is why many organizations prefer it. However, it comes at a steep learning curve, which you should be aware of.

ServiceNow integrates with third-party software, including Salesforce, Microsoft, Jira Software, Oracle, and more.

G2 rating: 4.4 out of 5.0 (1100+ reviews)

Capterra rating: 4.5 out of 5.0 (35+ reviews)

ServiceNow ITSM pricing:

• To get the pricing, you need to request a custom quote from ServiceNow’s website

3. SolarWinds Service Desk – Standard ITSM tool for ticket management

SolarWinds Service Desk is a ticketing-focused ITSM tool. With the ticketing system, you can automate incident routing and resolution using AI-recommended fixes, collaborate through comments and status updates, and support end-users on multiple channels.

ServiceNow also has an IT asset discovery tool for scanning a user’s network and reporting on connected devices.

Service Desk can integrate with other SolarWinds products, such as Dameware Remote Everywhere, for remote access and other capabilities. Integrations with third-party products like Slack and Microsoft Teams are also available. 

G2 rating: 4.3 out of 5.0 stars (740+ reviews)

Capterra rating: 4.6 out of 5.0 stars (570+ reviews)

SolarWinds Service Desk pricing:

• Essentials: $39 per month, per technician
• Advanced: $79 per month, per technician
• Premier: $99 per month, per technician

4. Jira Service Management – Ideal integration with Atlassian ecosystem

Jira Service Management is mainly known as a simple-to-use ITSM solution for IT and HR teams. It brings together key ITSM capabilities such as asset, request, incident, and problem management. The platform has a service desk tool for handling end-user support requests. Users can access knowledge-base articles that assist them in resolving common issues on their own.

Users who are already using other Atlassian products, like Jira or Confluence, often prefer Jira Service Management. This is because these tools are built to integrate well together.

G2 rating: 4.2 out of 5.0 (780+ reviews)

Capterra rating: 4.5 out of 5.0 (700+ reviews)

Jira Service Management pricing:

• Free: Free for up to 3 agents
• Standard: $23.80 per month, per agent
• Premium: $53.30 per month, per agent
• Enterprise: Pricing based on custom quotation. Visit their website to learn more.

5. LogMeIn Resolve – Standard ITSM with integrated remote control

LogMeIn Resolve is known as an IT management platform but offers ITSM capabilities, like service management, asset management, patch management, and remote access. The remote access tool works through LogMeIn’s own remote access tool, GoToMyPC. With it, you can remotely access devices for troubleshooting, even when end users are not present on the machine.

As for pricing, LogMeIn Resolve uses pay-per-technician pricing, but each plan has a limit on the number of endpoints you can manage. 

G2 rating: 4.4 out of 5.0 (430+ reviews)

Capterra rating: 4.4 out of 5.0 (200+ reviews)

GoTo Resolve Pricing:

• Remote Access and Support: $44/month for 100 devices, billed annually
• Standard Endpoint Management: $57/month for 25 devices, billed annually
• Premium Endpoint Management: $63/month for 25 devices, billed annually

6. Syncro – Simple ITSM tool for small MSPs

Syncro is a commonly used ITSM tool for small MSPs. With it, you can remotely monitor client devices, set up remediations to automatically fix issues, manage tickets, and more. MSPs can also benefit from Syncro’s billing and invoicing tools, which allow them to track their billable hours and create invoices.

Syncro incorporates AI in its ticketing system, allowing users to route tickets to the right technician and receive AI-generated solution suggestions. For more capabilities, Syncro can integrate with third-party tools like Slack, TeamViewer, and Stripe.

G2 rating: 4.5 out of 5.0 (300+ reviews)

Capterra rating: 4.6 out of 5.0 (75+ reviews)

Syncro pricing:

• Core Plan: $139/month, per user
• Team Plan: $189/month, per user

7. NinjaOne – Typical ITSM for endpoint visibility

NinjaOne is an ITSM software known for its endpoint management capabilities. Users can monitor and manage Mac, Windows, and Linux devices, and the platform automatically alerts when problems occur. NinjaOne has automation tools for patching, scripting, and issue resolution.

As for pricing, NinjaOne uses a pay-per-endpoint pricing model, meaning users pay for the amount of endpoints/devices managed.

G2 rating: 4.7 out of 5.0 (2,000+ reviews)

Capterra rating: 4.8 out of 5.0 (200+ reviews)

NinjaOne pricing:

• NinjaOne prices per endpoint but does not make its pricing available publicly; pricing is based on a custom quotation. To learn more, visit their website.

8. Datto Autotask PSA – Common PSA-first ITSM solution

Datto offers various products for IT service management, one of which is Datto Autotask PSA. It’s a service desk tool MSPs primarily use to handle tickets, manage projects and contracts, track time, and manage IT documents.

One advantage of Autotask PSA is that it integrates with 250+ third-party tools. These include other Datto products, as well as accounting, CRM, network security, backup, and documentation software.

G2 rating: 4.3 out of 5 stars (400+ reviews)

Capterra rating: 4.3 out of 5 stars (140+ reviews)

Datto Autotask PSA pricing:

• To get the pricing, you need to fill out a form on Datto’s website. Their team will be in touch with you.

9. ManageEngine ServiceDesk Plus – Ideal ITSM tool with a strong service desk

As its name suggests, ManageEngine ServiceDesk Plus is a service desk tool for managing end-user support requests. The tool includes a ticketing system, self-service portal, knowledge base management, and a live chat feature. In addition, users can access automation capabilities for ticket routing, alerting, and proactive maintenance.

ServiceDesk Plus can integrate with other ManageEngine products, like Endpoint Central or Site24x7, for increased capabilities.

G2 rating: 4.2 out of 5.0 (230+ reviews)

Capterra rating: 4.4 out of 5.0 (220+ reviews)

ManageEngine ServiceDesk Plus Pricing:

• Standard: Starts from $13 per month, per technician
• Professional: Starts from $27 per month, per technician
• Enterprise: Starts from $67 per month, per technician

10. SysAid – Standard ITSM with flexible automation

With SysAid, IT teams are able to customize their ticketing and knowledge base workflows. For example, you can automatically categorize, prioritize, and route incoming tickets based on SLA or department, and set escalation rules if a ticket isn’t assigned within a set timeframe.

In addition, SysAid has an IT asset management tool for managing IT assets. It works in conjunction with the service desk tool and provides all asset information within the ticketing system.

G2 rating: 4.5 out of 5.0 stars (700+ reviews)

Capterra rating: 4.5 out of 5.0 stars (490+ reviews)

SysAid Pricing:

• Based on a custom quotation. To get the pricing, submit your email on SysAid’s website.

11. Freshservice – Common ITSM with fast onboarding

Freshservice is known for its intuitive user interfaces and fast onboarding. The software mainly focuses on incident management, but also offers other ITSM capabilities, like change management, workload management, and a self-service portal for end-users.

It also has an IT asset management tool that discovers assets, creates a unified view of them, and helps manage the lifecycle of assets.

G2 Rating: 4.6 out of 5.0 stars (1,200+ reviews)

Capterra Rating: 4.5 out of 5.0 stars (600+ reviews)

Freshservice Pricing:

• Starter: $19/month/agent
• Growth: $49/month/agent
• Pro: $95/month/agent
• Enterprise: Based on a custom quotation

How Agentic AI is transforming ITSM

Advanced AI technologies like Agentic AI enable organizations to move from automated to fully autonomous IT. In 2026, ITSM platforms are already incorporating Agentic AI technology.

Atera is one of those and a step ahead with its AI agents. Unlike traditional IT management solutions that rely on obsolete technology, Atera enables IT to run autonomously, completely transforming how organizations operate in the modern world.

Atera’s AI agents are more than just automation; they’re your always-on IT force. From device troubleshooting and resolving technical issues to handling tickets, fixing scripts, and optimizing systems, our AI works alongside you, not just for you.

Interested in learning more? Read how our customers, like Leeds United and Spirit UK, already use our AI agents to manage their IT operations.

If you want to try our Agentic AI technology yourself, an easy step you can take is to sign up for Atera’s 30-day free trial. No credit card required!

What is ITSM software?

ITSM software helps organizations provide IT services to meet the needs of their customers, whether they are internal (such as employees) or external (such as clients). 

These tools are essentially a centralized system for managing and automating various IT processes, including:

• Ticketing
• Incident management
• Change management
• Asset management
• Configuration management
• Service request management
• Knowledge management

Some ITSM tools combine all of these capabilities onto a single platform, providing a unified approach to managing IT infrastructure. Other ITSM tools focus on one specific area, such as a service desk or incident management.

Types of ITSM tools

ITSM tools vary widely, but the main ones are service desk, incident management, problem management, change management, and configuration management. 

To help you understand each of these, let’s look at them in more detail.

Service desk management

A service desk tool, also known as a helpdesk or IT ticketing, manages all communication between users and the IT team.

These tools’ two main features are a ticketing system for managing and tracking user requests and a self-service portal that allows users to find answers independently.

Incident management

Incident management tools detect IT incidents, such as software glitches and network outages, and work quickly to restore operations to minimize business disruptions.

To make this happen, these tools’ features include incident logging, priority determination, and escalation procedures to ensure critical issues are addressed within a reasonable timeframe.

Problem management

Problem management aims to identify the core issue underlying recurring incidents and prevent them from happening again. This is done through root cause analysis, which uncovers why IT issues occur and provides insight on how to stop them.

You can also find problem management tools with AI-based analytics, which can give IT teams a considerable advantage in identifying and resolving issues.

Change management

Change management monitors and controls changes to IT systems, services, and configurations with the aim of minimizing risks and service disruptions. It ensures that all changes, whether related to software, hardware, or processes, undergo systematic approval, implementation, and review.

Configuration management

Configuration management involves maintaining detailed records of IT infrastructure components such as computer systems, servers, network devices, and applications. This means tracking the configuration of each asset, documenting its relationships with other components, and monitoring any changes made. 

The goal of this is to maintain consistent configurations as well as to improve efficiency and reduce errors (which result in cost savings).

Why do you need an ITSM tool

ITSM tools offer IT teams a considerable advantage that can yield many benefits. Let’s take a look at the main benefits:

1. Keep up with the current trends

The integration of AI in ITSM is no longer a trend; technologies like Agentic AI are starting to make a real impact. Experts predict that by 2027, 50% of companies using generative AI will have launched agentic AI pilots or at least proofs of concept.

Investing in a robust ITSM tool that offers strong AI and automation features will help IT teams fulfill the full promise of that prediction.

2. Streamline repetitive tasks

ITSM tools enable users to automate various tasks using AI and automation. The best tools support task automation, such as responding to tickets, detecting threats in real time, and monitoring network performance.

As a result of these improved processes, IT teams can spend more time on strategic initiatives instead of manual and repetitive tasks.

3. Better cybersecurity measures

RMM software is a critical component of a strong ITSM solution. It allows IT teams to proactively monitor network performance and security and alert users of potential problems. This enables quick identification and resolution of issues before they impact operations.

The best IT service management tools offer AI capabilities to help prevent cyberattacks. 

ITSM tools with AI agents are able to detect threats faster than ever, enabling early detection of threats.

4. Scalability

ITSM tools are meant to scale with a user’s growth. As a client base increases, it’s easy to add more customer profiles, manage a higher volume of requests, and integrate additional services without compromising performance.

5. Reduced costs

With automation and AI on ITSM tools, IT teams can track, optimize, and plan resource usage. They can also eliminate repetitive and manual tasks. Both these improvements save users significant amounts of money.