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. Grid® Report for IT Service Management (ITSM) Tools Fall 2025 IT Service Management (ITSM) Tools (IT Service Management (ITSM) Tools continues on next page) Satisfaction M arket Presence Leaders High Performers Contenders Niche G2 Grid® Scoring SuperOps C2 ITSM Alemba Service Manager Footprints Service Desk assyst ITSM 365 BOSSDesk Track-It!TeamDynamix TOPdesk AutomationEdge Hornbill Service Manager SolarWinds Web Help Desk DevRev OTRS BMC Helix ITSM Microsoft System Center Ivanti Neurons for ITSM BMC Helix Remedyforce it service management OpenText Service Management Automation X (SMAX) SAP Solution Manager EasyVista Service Manager SymphonyAI IT Service Management Kaseya BMS ScriptRunner for Jira Splunk IT Cloud SolarWinds Service Desk Vivantio Helpdesk 365 HaloITSM Aisera Setapp Serviceaide ChangeGear Alloy Navigator Xurrent Motadata ServiceOps ALVAO Service Desk Squadcast Infraon Desk Halo Service Desk Pandora FMS AssetSonar NinjaOne ClickUp Freshservice Autotask Zendesk Support Suite SysAid Atera ServiceNow IT Service Management ConnectWise RMM Jira Service Management Clarity SM ManageEngine 2 Grid® Report for IT Service Management (ITSM) Tools | Fall 2025 © 2025 G2, Inc. All rights reserved. IT Service Management (ITSM) Tools (continued) IT Service Management (ITSM) 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 August 12, 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, NinjaOne, Zendesk Support Suite, Jira Service Management, Autotask, ClickUp, Atera, Freshservice, SysAid, ManageEngine ServiceDesk Plus, ConnectWise RMM, and CA Service Desk Manager High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category.