What is IT Service Management (ITSM) Software?
IT Service Management (ITSM) software plays an essential role in enterprise IT operations, enabling the efficient management of incidents, problems, changes and services within an organization. These tools help IT teams automate processes, ensure compliance with international standards, improve user experience and increase operational efficiency.
In 2025, with the increasing digitalization of businesses, choosing the right ITSM solution has become more crucial than ever. Let’s explore the five best ITSM tools on the market, highlighting Freshservice as the number one option.
1. Freshservice – The Best Option for ITSM in 2025
THE Freshservice, developed by Freshworks, tops the ranking of the best IT Service Management software in 2025, due to its intuitive interface, advanced functionalities and automation capabilities driven by Artificial Intelligence.
Key benefits of Freshservice:
- Automation with AI: Reduce manual workload and improve incident resolution with virtual assistants and automated workflows.
- Complete IT Management: Includes features such as CMDB, asset management, incident and change tracking.
- Optimized user experience: Simple and modern interface, accessible to IT teams of any level of experience.
- Integration with Multiple Tools: Compatible with popular platforms like Microsoft 365, Slack, Jira, and more.
- Omnichannel Support: Allows order management via email, chat, telephone and self-service portals.
- Custom Reports and Dashboards: Provides detailed analysis for better decision making.
Freshservice is the ideal choice for companies looking for modern ITSM software that is easy to implement and highly effective in optimizing IT processes.
2. ServiceNow ITSM
ServiceNow is one of the most robust and well-known solutions in the ITSM market. It is widely used by large enterprises due to its ability to scale and adapt to complex needs.
ServiceNow Highlights:
- Highly customizable platform for large organizations.
- Integrated artificial intelligence for automating repetitive tasks.
- Advanced risk management and compliance capabilities.
- High cost and complexity in implementation can be disadvantages for small and medium-sized companies.
3. Jira Service Management
Atlassian’s Jira Service Management is a popular choice among development and DevOps teams. It’s a natural extension of Jira Software and focuses on agility and collaboration.
Jira Service Management highlights:
- Native Jira integration for agile workflows.
- Good option for companies with DevOps methodologies.
- It has basic ITSM functionality, but may be limited for companies that need more comprehensive solutions.
4. BMC Helix ITSM
BMC Helix is a cloud-based ITSM solution that offers automation and AI for IT process optimization.
BMC Helix Highlights:
- Integration with multiple enterprise tools and support for multicloud environments.
- Focus on IT process automation and AI for problem prediction.
- The interface may be less intuitive compared to other options, requiring more training to use.
5. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a popular alternative for small and medium-sized businesses looking for an affordable and easy-to-use solution.
ManageEngine ServiceDesk Plus Highlights:
- Affordable pricing and flexible licensing.
- Essential ITSM capabilities including incident, problem and change management.
- Good option for SMEs, but may lack scalability for larger companies.
Conclusion: Why Choose Freshservice?
Among the various IT Service Management software options in 2025, Freshservice stands out as the most complete, intuitive and modern solution. With its user-centric approach, AI-powered automation and ease of integration, it is the ideal choice for companies of any size looking to improve the efficiency of their IT services.
If you want to transform your company's IT management with an innovative and accessible platform, Try Freshservice today and discover how you can optimize your ITSM processes efficiently!
For more information and to try Freshservice, contact us
Choose Priceless Consulting for a Customized Freshservice Implementation
When you choose to contract Freshservice with Priceless Consulting, you are choosing a local partner who deeply understands the specific needs and challenges of businesses in Portugal, Brazil, Spain, the UK and England. As Gold Partners, our team of experts offers personalized support and expert advice, ensuring that your Freshservice implementation is tailored to the specific needs of your business.
With Priceless Consulting, you benefit from ongoing coaching, dedicated training and local technical support, ensuring a smooth and efficient platform integration. Plus, we’re here to maximize the return on your Freshservice investment by delivering tailored solutions and an unparalleled customer experience.
