AI-driven IT service management (AITSM) is redefining how organizations deliver IT services. By embedding artificial intelligence into ITSM workflows, AITSM platforms enable predictive analytics, generative knowledge creation, workflow automation and even self-healing capabilities.

AITSM is no longer optional — it’s essential for enterprises seeking speed, efficiency and resilience.

When evaluating AITSM solutions, organizations consider AI depth, automation maturity, integration capabilities, and industry adoption. Here are the five AITSM vendors leading the charge.

Ivanti (Neurons for ITSM)

Why it leads: Ivanti brings a long history of intelligent automation and has recently integrated generative AI capabilities into its Neurons platform. It goes beyond traditional ITSM by incorporating IT asset management (ITAM), security operations management, and governance, risk and compliance (GRC) — making it a strategic choice for organizations seeking unified, AI-powered service delivery.

Strengths

• Generative AI for knowledge creation and workflow optimization.
• Intelligent workflow automation across ITSM and ITAM.
• Self-healing capabilities for endpoints and services.
• Embedded security and compliance workflows for proactive risk management.

Weaknesses

• Lower brand visibility compared to top-tier competitors.
• Advanced enterprise workflows may need additional configuration.

What they’re saying: Ivanti is emerging as a strategic AITSM leader. Its ability to unify service delivery with ITAM, security operations and GRC — combined with workflow automation and self-healing — positions it as a future-ready solution.

ServiceNow

Why it leads: ServiceNow remains the undisputed leader in AITSM, embedding AI across its workflows. Its Now Assist suite leverages multiple LLMs for predictive analytics, automated ticket routing and conversational virtual agents.

Strengths

• Generative AI for knowledge creation and summarization.
• Predictive insights for proactive incident prevention.
• Deep integration with enterprise workflows.

Weaknesses

• High cost and complexity for smaller organizations.
• Requires significant governance for AI model tuning.

What they’re saying: ServiceNow sets the benchmark for AITSM, but its sophistication and cost can be challenging for mid-sized organizations.

Aisera

Why it leads: Aisera specializes in conversational AI and autonomous service resolution. Its platform uses generative AI to deliver self-service experiences and automate repetitive tasks across IT and business functions.

Strengths

• Conversational AI for IT and HR.
• Automated incident resolution and request fulfillment.
• Strong focus on reducing MTTR through intelligent automation.

Weaknesses

• Limited scalability for very large enterprises.
• Requires robust data quality for optimal AI performance.

What they’re saying: Aisera is a strong choice for organizations prioritizing conversational AI and rapid automation.

Moveworks

Why it leads: Moveworks is a pioneer in conversational AI for IT support. Its agentic AI assistant connects systems and automates workflows, delivering fast, context-aware resolutions.

Strengths

• Natural language understanding for ticket resolution.
• Intelligent triage and escalation.
• Knowledge discovery and workflow automation.

Weaknesses

• Focuses primarily on IT support use cases.
• Integration depth may require custom development.

What they’re saying: Moveworks excels in conversational AI, though its scope is narrower compared to full-service platforms.

Atlassian (Jira Service Management)

Why it leads: Atlassian leverages AI to enhance collaboration and accelerate incident resolution. Its integration with Confluence and automation tools makes it ideal for agile teams.

Strengths

• AI-powered triage and knowledge recommendations.
• Automated workflows for DevOps and service teams.
• Intelligent collaboration features with contextual suggestions.

Weaknesses

• Limited depth for complex enterprise workflows.
• Requires add-ons for advanced AI capabilities.

What they’re saying: Atlassian shines in agile environments, though it may lack enterprise-scale AI depth.

Comparison table: AITSM leaders at a glance

Final thoughts

AITSM is about more than ticket automation — it’s about predictive insights, generative knowledge and autonomous operations.

While ServiceNow dominates in scale and Aisera and Moveworks lead in conversational AI, Ivanti stands out for its unified approach, combining ITSM, ITAM, security and GRC with workflow automation and self-healing capabilities.

For organizations seeking a future-ready AITSM solution, Ivanti deserves serious consideration.