1 © 2025 G2, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form without G2’s prior written permission. While the information in this report has been obtained from sources believed to be reliable, G2 disclaims all warranties as to the accuracy, completeness, or adequacy of such information and shall have no liability for errors, omissions, or inadequacies in such information. Enterprise Grid® Report for IT Service Management (ITSM) Tools Summer 2025 IT Service Management (ITSM) Tools (IT Service Management Tools continues on next page) Satisfaction M arket Presence Leaders High Performers Contenders Niche G2 Grid® Scoring Hornbill Service ManagerFootprints Service Desk BMC Helix Remedyforce TeamDynamix EasyVista Service Manager SolarWinds Service Desk OpenText Service Management Automation X (SMAX) OTRS Ivanti Neurons for ITSM Microsoft System Center BMC Helix ITSM Clarity SM ClickUp Aisera Serviceaide ChangeGear Vivantio Helpdesk 365 SymphonyAI IT Service Management Xurrent NinjaOne SysAid ManageEngine Jira Service Management Zendesk Support Suite Freshservice ServiceNow IT Service Management 2 Enterprise Grid® Report for IT Service Management (ITSM) Tools | Summer 2025 © 2025 G2, Inc. All rights reserved. IT Service Management Tools (continued) IT Service Management Tools Definition IT service management (ITSM) tools encompass the policies, planning, execution, and management surrounding IT service delivery. ITSM solutions help enable businesses to design and provide more efficient, standardized, and effective IT services. Typically following an ITSM framework, these solutions provide a wealth of features to users, including service desk elements, asset management, incident management, change management, and knowledge bases. They also create consistent, repeatable workflows for different IT activities. On top of helping to increase IT efficiency and standardization, ITSM tools benefit businesses significantly by increasing transparency around IT service delivery. IT interactions can be followed easily from beginning to end, audited with improved clarity, and tracked more manageably. Teams across the IT organization use ITSM tools as part of their daily workflow, but end users across a business might utilize this software’s user- facing features like ticket submission, user-facing knowledge bases, and self-help troubleshooting tips. ITSM solutions fall into a larger portfolio of IT management software, joined usually by the likes of help desk software to manage external-facing issues, enterprise IT management suites to handle larger infrastructure needs and requirements, and similar solutions. To qualify for inclusion in the IT Service Management (ITSM) category, a product must: Formalize IT processes and practices according to an ITSM framework Offer an internal service request and incident ticketing system Track internal service requests and incidents at micro and macro levels Organize and manage IT assets Centralize a business’ IT service knowledge Enterprise IT Service Management (ITSM) Tools Grid® Scoring Description Products shown on the Enterprise Grid® for IT Service Management (ITSM) Tools have received a minimum of 10 reviews/ratings in data gathered by May 27, 2025. Products are ranked by customer satisfaction (based on user reviews) and market presence (based on market share, seller size, and social impact) and placed into four categories on the Grid® Products in the Leader quadrant are rated highly by G2 users and have substantial Market Presence scores. Leaders include: ServiceNow IT Service Management, Zendesk Support Suite, Jira Service Management, and Freshservice High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category. High Performers include: SysAid, ManageEngine ServiceDesk Plus, NinjaOne, ClickUp, CA Service Desk Manager, SymphonyAI IT Service Management, Helpdesk 365, Aisera, Vivantio, Xurrent, and Serviceaide ChangeGear Contender products have relatively low customer Satisfaction scores and high Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Contenders include: Microsoft System Center and BMC Helix ITSM Niche products have relatively low Satisfaction scores and low Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Niche products include: Ivanti Neurons for ITSM, SolarWinds Service Desk, Hornbill Service Manager, BMC Helix Remedyforce, OpenText Service Management Automation X (SMAX), OTRS, TeamDynamix IT Service Management, BMC FootPrints, and EasyVista Service Manager 3 Enterprise Grid® Report for IT Service Management (ITSM) Tools | Summer 2025 © 2025 G2, Inc. All rights reserved. Grid® Scores for Enterprise IT Service Management Tools The table below shows the Satisfaction and Market Presence scores that determine product placement on the Enterprise Grid®. To learn more about each of the products, please see the profile section. Leaders # of Reviews Satisfaction Market Presence G2 Score ServiceNow IT Service Management 611 100 99 99 Zendesk Support Suite 115 66 73 69 Jira Service Management 127 59 57 58 Freshservice 137 52 57 55 High Performers SysAid 131 71 44 58 ManageEngine 32 65 44 55 NinjaOne 23 60 48 54 ClickUp 26 57 50 53 Clarity SM 10 59 48 53 SymphonyAI IT Service Management 39 56 47 52 Helpdesk 365 15 76 20 48 Aisera 28 51 36 44 Vivantio 28 63 14 39 Xurrent 34 54 19 36 Serviceaide ChangeGear 17 57 9 33 * Products are ordered by G2 Score. Satisfaction score is used as a tiebreaker if two products have the same G2 Score. (Grid® Scores for Enterprise IT Service Management Tools continues on next page) 4 Enterprise Grid® Report for IT Service Management (ITSM) Tools | Summer 2025 © 2025 G2, Inc. All rights reserved. Grid® Scores for Enterprise IT Service Management Tools (continued) The table below shows the Satisfaction and Market Presence scores that determine product placement on the Enterprise Grid®. To learn more about each of the products, please see the profile section. Contenders # of Reviews Satisfaction Market Presence G2 Score Microsoft System Center 118 44 70 57 BMC Helix ITSM 69 36 59 47 Niche Ivanti Neurons for ITSM 81 40 47 44 SolarWinds Service Desk 73 29 43 36 Hornbill Service Manager 72 48 23 35 BMC Helix Remedyforce 15 23 45 34 OpenText Service Management Automation X (SMAX) 12 29 30 29 OTRS 18 41 5 23 TeamDynamix 25 16 30 23 Footprints Service Desk 12 6 21 14 EasyVista Service Manager 46 8 17 13 * Products are ordered by G2 Score. Satisfaction score is used as a tiebreaker if two products have the same G2 Score. 5 Enterprise Grid® Report for IT Service Management (ITSM) Tools | Summer 2025 © 2025 G2, Inc. All rights reserved. (Grid® Methodology continues on next page) **Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Grid® Methodology Grid® Rating Methodology The Grid® represents the democratic voice of real software users, rather than the subjective opinion of one analyst. G2 rates products from the IT Service Management (ITSM) Tools category algorithmically based on data sourced from product reviews shared by G2 users and data sourced from third parties. Technology buyers can use the Grid® to help them quickly select the best products for their businesses and to find peers with similar experiences. For sellers, media, investors, and analysts, the Grid® provides benchmarks for product comparison and market trend analysis. Segmented Grid® Scoring Methodology When viewing a Grid® by segment size, the same Grid® scoring methodology applies. However, the review data used is only from reviewers who are employed by a company within a particular company segment. G2 uses the following definitions for company segments: Small-Business Review: A review from someone who works at a company with 50 or fewer employees Mid-Market Review: A review from someone who works at a company with 51-1,000 employees Enterprise Review: A review from someone who works at a company with 1,001+ employees Grid® Scoring Methodology The Grid® Report for IT Service Management (ITSM) Tools | Summer 2025 is based on reviews collected through May 27, 2025. We apply unique algorithms to this data to calculate Satisfaction (v4.0) and Market Presence (v7.0) scores for the Summer 2025 report quarter. To view the IT Service Management (ITSM) Tools Grid® with the most recent data, please visit the IT Service Management (ITSM) Tools page. For more details on Grid® Scoring, please view the G2 Scoring Methodology here. Grid® Categorization Methodology Making G2 research relevant and easy for people to use as they evaluate and select business software products is one of our most important goals. In support of that goal, organizing products and software companies in a well-defined structure that makes capturing, evaluating, and displaying reviews and other research in an orderly manner is a critical part of the research process. To manage the process of categorizing the software products and the related reviews in the G2 community, G2 follows a publicly available categorization methodology. All products appearing on the Grid® have passed through G2’s categorization methodology and meet G2’s category standards. Many terms that appear regularly across G2 and are used to aid in product categorization warrant a definition to facilitate buyer understanding. These terms may be included within reviews from the G2 community or in executive summaries for products included on the Grid®. A list of standard definitions is available to G2 users to eliminate confusion and ease the buying process. 6 Enterprise Grid® Report for IT Service Management (ITSM) Tools | Summer 2025 © 2025 G2, Inc.