Satisfaction M arket P resence G2 Grid® Scoring Niche Contenders High Performers Leaders TeamDynamix Xurrent ITSM BMC Helix Remedyforce Footprints Service Desk SolarWinds Service Desk OpenText Service Management Automation X (SMAX) OTRS Automation Anywhere Clarity SM BMC Helix ITSM Hornbill Service Manager Aisera Ivanti Neurons for ITSM Microsoft System Center Serviceaide ChangeGear SysAid Vivantio Helpdesk 365 EasyVista Service Manager Atera ServiceNow IT Service Management NinjaOne ManageEngine SymphonyAI IT Service Management ClickUp Freshservice Jira Service Management 1 © 2026 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. (IT Service Management Tools continues on next page) Enterprise Grid® Report for IT Service Management (ITSM) Tools Spring 2026 IT Service Management Tools 2© 2026 G2, Inc. All rights reserved. Enterprise Grid® Report for IT Service Management (ITSM) Tools | Spring 2026 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 February 17, 2026. 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, Jira Service Management, NinjaOne, ManageEngine ServiceDesk Plus, Freshservice, ClickUp, and SymphonyAI IT Service Management High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category. High Performers include: SysAid, Atera, EasyVista Service Manager, Vivantio, Helpdesk 365, and Serviceaide ChangeGear Contender products have relatively low customer Satisfaction scores and high Market Presence compared to the rest of the category.