Satisfaction M arket P resence G2 Grid® Scoring Niche Contenders High Performers Leaders ITSM 365 BOSSDesk TOPdesk OpenText Service Management Automation X (SMAX) TeamDynamix AutomationEdge Splunk IT Cloud SolarWinds Web Help Desk Footprints Service Desk OTRS C2 ITSM Alemba Service Manager assyst ServiceTeam ITSM Track-It! ScriptRunner for Jira Xurrent ITSM BMC Helix Remedyforce Hornbill Service Manager Automation Anywhere EasyVista Service Manager SAP Solution Manager Microsoft System Center it service management Clarity SM SymphonyAI IT Service Management BMC Helix ITSM SolarWinds Service Deskmonday service Kaseya BMS Ivanti Neurons for ITSM SuperOps Infraon Desk Setapp Milvus TI Command|Link Pandora FMS Halo Service Desk HaloITSM Wavity Help and Service Desk Motadata ServiceOps Serviceaide ChangeGear Alloy Navigator AssetSonar Zendesk for Employee Service Helpdesk 365 Vivantio Aisera ALVAO Service Desk DevRev SolarWinds IT Incident Response (Squadcast) ServiceNow IT Service Management NinjaOne ManageEngine ConnectWise RMM ClickUp Atera Jira Service Management Autotask Freshservice SysAid 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. Grid® Report for IT Service Management (ITSM) Tools Spring 2026 IT Service Management Tools (IT Service Management Tools continues on next page) 2© 2026 G2, Inc. All rights reserved. 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 IT Service Management (ITSM) Tools Grid® Scoring Description Products shown on the 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.