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Freshservice is our best overall pick for most IT teams: it starts at $19 per agent per month with annual billing and covers common service desk needs. GLPI and ServiceDesk Plus are worth a look if price or self-hosting matters more. But this is not a one-size-fits-all category: Rootly focuses on incident response, Atera and Syncro bundle endpoint tools, and Incident IQ is aimed at K–12. Several products have no published starting price here, so request a written quote and confirm limits before planning a switch.
Quick picksThe shortlist
FreshserviceFreshserviceBest overall · $19/mo
GLPIGLPIBest for asset-heavy IT · €19/mo
HaloITSMHaloITSMBest for ITIL workflows · $83,333.33/mo
ServiceDesk PlusServiceDesk PlusBest budget service desk · $10/mo
RootlyRootlyBest for incident response · $20/mo
Incident IQIncident IQBest for K–12 · Custom
iTopiTopBest open-source option · Free
AteraAteraBest for internal RMM · $129/mo
HaloPSAHaloPSABest for PSA consolidation · $83,333.33/mo
Genuity IT Management SoftwareGenuity IT Management SoftwareBest for tool consolidation · $39.99/mo
ConnectWise PSAConnectWise PSABest for MSP billing · Custom
TOPdeskTOPdeskBest for multiple service desks · Custom
SysAidSysAidBest for AI-focused ITSM · $59/mo
TeamDynamixTeamDynamixBest beyond IT · Custom
SuperOpsSuperOpsBest for endpoint workflows · Custom
SyncroSyncroBest for MSP bundling · $129/mo
Track-It!Track-It!Best for ticket automation · Custom
xMattersxMattersBest for digital operations · Free
OpsgenieOpsgenieBest for Atlassian teams · $9.45/mo
Ivanti Neurons for ITSMIvanti Neurons for ITSMBest for Ivanti buyers · Custom
BMC Helix ITSMBMC Helix ITSMBest for enterprise evaluation · Custom
01Compared at a glance
| Tool | Score | From | Free plan | Trial |
|---|---|---|---|---|
| FreshserviceFreshservice | 7.6 | $19/mo | No | 14 days |
| GLPIGLPI | 7.2 | €19/mo | No | 45 days |
| HaloITSMHaloITSM | 7.3 | $83,333.33/mo | No | 30 days |
| ServiceDesk PlusServiceDesk Plus | 6.4 | $10/mo | Yes | — |
| RootlyRootly | 8.0 | $20/mo | No | 2 weeks |
| Incident IQIncident IQ | 7.4 | Custom | No | — |
| iTopiTop | 6.5 | Free | Yes | — |
| AteraAtera | 6.8 | $129/mo | No | 30 days |
| HaloPSAHaloPSA | 6.2 | $83,333.33/mo | No | 30 days |
| Genuity IT Management SoftwareGenuity IT Management Software | 6.2 | $39.99/mo | Yes | 30 days |
| ConnectWise PSAConnectWise PSA | 6.3 | Custom | No | — |
| TOPdeskTOPdesk | 6.2 | Custom | No | — |
| SysAidSysAid | 5.8 | $59/mo | No | — |
| TeamDynamixTeamDynamix | 5.9 | Custom | No | — |
| SuperOpsSuperOps | 5.8 | Custom | No | — |
| SyncroSyncro | 6.0 | $129/mo | No | 14 days |
| Track-It!Track-It! | 5.4 | Custom | No | 30 days |
| xMattersxMatters | 6.8 | Free | Yes | — |
| OpsgenieOpsgenie | 5.2 | $9.45/mo | Yes | — |
| Ivanti Neurons for ITSMIvanti Neurons for ITSM | 4.3 | Custom | No | — |
| BMC Helix ITSMBMC Helix ITSM | 2.5 | Custom | No | — |
02The picks, in detail
- Best overallFreshserviceFreshservice
Freshservice is the clearest starting point for teams replacing a shared-mailbox help desk or building onboarding workflows. Its listed starting price is $19 per agent per month with annual billing, and it covers IT and employee service needs. The caveats: the source notes concerns around AI and support, so check those areas before committing.
What works
- Starter includes incident, knowledge and task management
- Support channels include email, phone, chat and widget
- Growth adds SLA and on-call management
What doesn't
- Monthly-billed prices are not published
- Freddy AI Copilot costs an extra $29 per agent/month
- Enterprise pricing is custom
- Best for asset-heavy ITGLPIGLPI
GLPI pairs tickets with inventory, CMDB and asset tools, making it a strong fit when service desk work and equipment tracking need to sit together. The listed starting price is $19, but check cloud minimums before budgeting. The source also flags setup work, and self-hosting suits teams willing to manage the software themselves.
What works
- Open-source platform for IT service management
- Helpdesk includes incidents, requests, catalog forms, and SLAs
- Asset tools include inventory, network scans, and SNMP reports
What doesn't
- One Reddit user found ticketing setup tricky
- A Reddit user described documentation as confusing
- Public Cloud starts at €19 per agent monthly, excluding VAT
- Best for ITIL workflowsHaloITSMHaloITSM
HaloITSM is a capable all-in-one option for teams that want broad ITIL-aligned workflows and service and asset management in one place. Its starting price is not published on the vendor's site, so it is hard to compare on value upfront. Request a clear quote and confirm what is included before treating it as a shortlist leader.
What works
- Incident, change, asset, and service catalogue capabilities
- All features, modules, and integrations included in All-in-one
- End users and customers are free
What doesn't
- USD agent price and monthly rate are not published
- Required onboarding package has bespoke pricing
- Agent licenses are paid
- Best budget service deskServiceDesk PlusServiceDesk Plus
ServiceDesk Plus stands out for budget-conscious teams: the published details list a free plan and a starting price of $10. It also fits organizations considering on-premises hosting. Those low entry costs do not settle the decision, though; the source flags support and usability complaints, so evaluate the workflow and support terms before switching.
What works
- Free plan includes up to 5 technicians
- Unlimited end users/requesters on listed plans
- On-premises Standard starts at $10 per technician/month annually
What doesn't
- Standard plans exclude IT asset management
- Paid Standard plans require at least 10 technicians
- Monthly standalone prices are not published
- Best for incident responseRootlyRootly
Rootly is a strong fit when incident workflows, Slack-centered on-call and AI-assisted reviews matter more than a general-purpose service desk. The listed starting price is $20, but budget for On-Call and AI SRE separately: the source says AI SRE is custom-priced. Its high score does not make it the default choice for every ITSM buyer.
What works
- Incident Response includes AI agent, Scribe and retrospectives
- Workflow templates and custom workflows support varied processes
- On-Call includes 20 schedules and escalation policies
What doesn't
- No free plan; listed trial lasts two weeks
- On-Call adds $20 per user per month
- AI SRE requires Incident Response and has custom pricing
- Best for K–12Incident IQIncident IQ
Incident IQ is the most targeted choice here for K–12 districts consolidating operations, tickets and assets. Pricing is custom, and the source flags setup and workflow quirks, so the cost and configuration effort need checking before a district-wide move. Outside education, its K–12 focus makes it a less obvious general ITSM pick.
What works
- Connects district tickets and asset records
- Tracks assignments, repairs and funding data
- Includes facilities and event workflows
What doesn't
- No published starting price
- Additional modules may cost extra
- Select partner integrations may cost extra
- Best open-source optioniTopiTop
iTop deserves a place on the list for teams seeking open-source ITSM, CMDB workflows and a free option for small teams under 10 agents. The published details do not publish a paid starting price, so get a quote before building a budget around paid tiers. It is a better fit when open-source flexibility is a priority.
What works
- Free open-source Community edition
- Service catalog connected to the CMDB
- Covers requests, incidents, problems and changes
What doesn't
- Atelier and Forge prices require custom quotes
- Monthly and annual prices are not published
- Community recommends up to 10 agents
- Best for internal RMMAteraAtera
Atera suits internal IT teams that want an all-in-one RMM, and the published details also point to per-technician pricing for MSPs and unlimited listed endpoints. Its listed starting price is $129. The caveat is ticketing: the source flags pricing and ticketing concerns, so confirm the service desk fit rather than buying on endpoint coverage alone.
What works
- Combines RMM, ticketing, patching and asset management
- Plans list unlimited endpoints
- Includes IT and ticket automations
What doesn't
- Pricing is per technician, not per endpoint
- Robin AI add-on price is not published
- Overage costs are not published
- Best for PSA consolidationHaloPSAHaloPSA
HaloPSA fits MSPs consolidating service workflows and teams that need broad PSA features, with unlimited licences noted as an option for large organizations. Its starting price is not published on the vendor's site. That makes the total cost and setup commitment hard to judge; get both in writing before comparing it with priced alternatives.
What works
- Combines service and business workflows
- No-code workflow automation
- Includes a self-service portal and asset management
What doesn't
- USD standard rate is unpublished
- Required onboarding has bespoke pricing
- UK seat rate requires annual billing
- Best for tool consolidationGenuity IT Management SoftwareGenuity IT Management Software
Genuity combines a wide range of IT management needs and can suit teams managing SaaS and vendors alongside other IT tools. The published details list a free plan and a $39.99 starting price, but note that the free option requires buying through Genuity. Check that purchasing condition and the paid plan scope before counting on a free start.
What works
- Covers help desk, assets, SaaS, contracts, telecom, and networks
- Help desk is integrated across the Genuity platform
- Community Plan includes unlimited users and usage
What doesn't
- Free Community Plan requires $12,000 yearly gross sales through Genuity
- Cheapest paid price requires annual billing
- Month-to-month paid plans cost more
- Best for MSP billingConnectWise PSAConnectWise PSA
ConnectWise PSA is a reasonable candidate for MSPs that need integrations and want tickets and billing together, with queue automation also called out. No starting price is published in the published details. The source advises validating ticket automation, so ask for a workflow-specific demonstration and a full quote before planning a migration.
What works
- Combines tickets, projects and billing
- Standardizes ticket workflows in one place
- AI agents are designed for routine queue work
What doesn't
- Starting price and billing terms are not published
- Custom quote required to assess value
- One Reddit user reports automatic ticket creation failures
- Best for multiple service desksTOPdeskTOPdesk
TOPdesk can suit teams managing IT alongside other service desks, with asset and ticket tracking in the mix. The published details do not publish a starting price and flag setup demands, which can make it a tougher fit for smaller teams. Higher-tier AI features are noted, so confirm the tier and cost required for them.
What works
- Incident, asset and knowledge management in one platform
- Self-service portal supports tickets, FAQs and request tracking
- Higher plans add change, problem and operations management
What doesn't
- Pricing page lists £51–£101 per agent monthly
- USD prices and annual rates aren't published
- Live chat and Ebbot virtual support agent cost extra
- Best for AI-focused ITSMSysAidSysAid
SysAid is positioned for IT teams prioritizing AI support and needing asset discovery. Its listed starting price is $59 per agent, and the source says annual billing is part of the fit. That is a meaningful price to verify against your seat count; mixed user reports are another reason to check support and usability before committing.
What works
- Professional pricing is published at $59 per agent monthly, billed annually
- Includes 250 managed assets and 100K Workato credits
- Includes 24/6 support and a three-hour Priority 1 response
What doesn't
- Monthly-billing price is not published
- Professional plan includes 250 managed assets
- Enterprise pricing is custom and starts at 20 agents
- Best beyond ITTeamDynamixTeamDynamix
TeamDynamix offers broad ITSM and operations coverage for organizations centralizing services beyond IT, with project and asset management and no-code workflow automation among its stated fits. Its starting price is not published here, and user reports are mixed. Ask for pricing and test the workflows your teams would actually move before treating breadth as value.
What works
- Combines IT service and asset management
- Supports service management beyond IT
- Includes project portfolio management
What doesn't
- Pricing and billing terms are not published
- A Reddit user describes forms and dropdowns as cumbersome
- A small team reported implementation was too much work
- Best for endpoint workflowsSuperOpsSuperOps
SuperOps combines endpoint management and ticketing, and the published details call out MSPs managing at least 150 endpoints and staged patch rollouts. Pricing is not published, making value difficult to compare. The source recommends a firm quote and references before switching; confirm the endpoint threshold and included features with the vendor.
What works
- Combines endpoint management, patching, ticketing, and security
- Routes tickets, alerts, and patches through one work queue
- Supports staged OS and third-party patch rollouts
What doesn't
- Monthly and annual prices are not published
- Four plans list a 150-endpoint minimum
- Guardz bundle endpoint minimum is not published
- Best for MSP bundlingSyncroSyncro
Syncro bundles RMM and PSA for MSPs managing many endpoints, and its per-user pricing and unlimited endpoints may appeal to buyers avoiding endpoint-based caps. The listed starting price is $129. Reported UI and support issues temper that value, so compare the real user workflow and support terms before moving both tools into one bundle.
What works
- Combines RMM and PSA in one platform.
- Both plans include unlimited managed endpoints.
- Remote access is included with RMM features.
What doesn't
- Microsoft 365 security is listed only with Team.
- Microsoft 365 Cloud Backup costs an extra $1.90 per user/month.
- AI capabilities are listed as free only through January 2027.
- Best for ticket automationTrack-It!Track-It!
Track-It! combines help desk and endpoint tools, with automated ticket handling and asset management called out as potential fits. The published details do not publish a starting price, and add-on costs make its value difficult to verify. Ask for an itemized quote that separates core features from add-ons before comparing it with lower-priced service desks.
What works
- Combines help desk ticketing with endpoint management
- Automates ticket creation, routing, and prioritization
- Includes a knowledge base for staff and end users
What doesn't
- Starting price is not published
- Seat and usage limits are not published
- Add-on prices are not published
- Best for digital operationsxMattersxMatters
xMatters is aimed at teams coordinating digital operations incidents, adding service context for responders and automating incident workflows. A free plan is listed, but no paid starting price is supplied, so it is not possible to call it a clear value from the available pricing details. Request the paid tiers and limits before mapping out a switch.
What works
- AI-guided incident response uses historical data and service dependencies
- Notifications can trigger workflows or resolve incidents
- No-code workflows can communicate, escalate and launch remediation
What doesn't
- Plan prices are not published
- Plan inclusions are not specified
- SMS notifications cost extra on paid tiers
- Best for Atlassian teamsOpsgenieOpsgenie
Opsgenie may suit teams already using Atlassian products that need basic alerting, and the published details list a free plan and a $9.45 starting price. But its move to Jira Service Management complicates the buying decision, particularly for existing customers planning a migration. Confirm the relevant product path and terms before adopting it for a new setup.
What works
- Free plan supports up to five users
- Free plan includes unlimited alerts
- Essentials starts at $9.45 annually billed
What doesn't
- Atlassian is migrating Opsgenie to Jira Service Management
- Free plan allows only one routing rule
- Essentials caps incidents at 100 monthly
- Best for Ivanti buyersIvanti Neurons for ITSMIvanti Neurons for ITSM
Ivanti Neurons for ITSM is worth considering for teams already evaluating Ivanti or prioritizing ITSM automation. The published details do not publish a starting price, which leaves value and limits unclear. Buyers comfortable with sales-led pricing should request a written quote that spells out licensing, feature access and any relevant constraints before making a commitment.
What works
- Positioned around AI-driven service workflow automation
- Ivanti says it aims to minimize downtime
- Designed to improve employee experience
What doesn't
- Prices are not published
- Seat and usage limits are not published
- Add-ons are not published
- Best for enterprise evaluationBMC Helix ITSMBMC Helix ITSM
BMC Helix ITSM belongs on an enterprise shortlist only when a buyer is prepared to get details directly from the vendor. The published information lists custom quoting and self-managed deployments as considerations, but offers too little public detail to judge it against alternatives. Verify deployment, pricing and included capabilities before spending time on a full evaluation.
What works
- A custom enterprise quote option is listed.
- The quote audience is identified as organizations.
- One user reports an on-premises-to-Kubernetes migration.
What doesn't
- The published BMC homepage does not describe Helix ITSM.
- No Helix ITSM features are stated in the published material.
- Starting price is not published.
03How we chose
We compare ITSM tools on the information buyers can verify before switching: published pricing, plan limits, product documentation, and Reddit sentiment. We weigh whether a tool appears suited to service-desk requests, incidents, and operational workflows, rather than treating every product in the category as interchangeable. We do not claim hands-on testing, benchmarks, or screenshots. Where pricing or limits are not published in the available material, we leave them unconfirmed instead of estimating. Buyers should verify current terms with the vendor before making a purchase.
04Match the tool to the work your team needs to manage
Start with the work, not the feature list. Write down how your team receives requests, handles incidents, and manages operational workflows today. Then decide which steps need to live in one system and which can stay in specialist tools. That gives you a practical shortlist and helps prevent a mismatch between an IT service desk and a product aimed at a different workflow.
Ask vendors to show how the workflows your team relies on are documented, and check the product documentation for relevant limits or dependencies. Compare the same use cases across shortlisted products: request intake, incident handling, routing, and the handoffs between teams. A longer feature list is not a reason to switch if it does not address a real gap. Keep requirements tied to named tasks, so stakeholders can judge fit without relying on broad product claims.
05Compare the full cost and work of switching
Do not compare headline prices alone. Check the published price and plan limits against the number and type of users you expect to add, then confirm which capabilities are included at that level. If pricing or a limit is not published, ask the vendor for it; do not treat an estimate as a confirmed price. Record any terms that could change the cost as your team grows.
Switching also has a work cost. List the workflows, records, integrations, and team handoffs you would need to move or recreate, then ask each vendor what its documentation says about them. Include setup and staff training in your decision, even when the vendor does not publish a fee for either. Reddit sentiment can flag questions to investigate, but it is anecdotal, not a substitute for confirming your own requirements and contract terms.
Questions people ask
What should ITSM software manage?
For this comparison, ITSM covers tools for managing IT service desks, requests, incidents, and operational workflows. Decide which of those jobs your team needs in the system first. Then check whether each shortlisted product’s published documentation covers the workflows you rely on.
How should we compare ITSM software pricing?
Compare published prices and plan limits against your expected users and required workflows. Check what is included at the relevant plan level and ask vendors to confirm any unpublished terms. If a price or limit is not available, mark it unconfirmed rather than treating a sales estimate as a published fact.
Can a PSA or incident tool replace an ITSM platform?
That depends on the work you need one system to handle. Compare your requirements for service-desk requests, incidents, and operational workflows with each product’s documented scope. Do not assume two tools are interchangeable because both appear in an ITSM shortlist; verify the specific workflows and handoffs.
What should we check before switching ITSM software?
List the workflows, records, integrations, and team handoffs that need to move or be recreated. Check vendor documentation for relevant migration and setup details, and confirm anything it does not explain directly with the vendor. Include staff training and any unpublished costs in the decision.