Choosing the right IT service management (ITSM) software is a strategic decision that impacts service delivery, user experience and operational efficiency.

The ITSM market is shaped by four key criteria: market share, analyst rankings, ITIL/PinkVERIFY certifications and industry adoption.

These benchmarks ensure ITSM solutions are trusted, standards-aligned and capable of supporting modern IT environments.

Below are the five leading ITSM vendors, ranked by overall strength and adoption, with insights into their strengths, weaknesses and what people are saying about them.

Ivanti Neurons for ITSM

Why it’s popular: Ivanti delivers a highly configurable AI-powered ITSM platform that integrates service management with endpoint and security operations. Its adaptability and automation capabilities make it a compelling choice for organizations seeking a unified approach to IT operations. Unlike some competitors, Ivanti balances enterprise-grade functionality with ease of deployment — without overwhelming complexity.

Strengths

• Flexible, low-code/no-code customization.
• Integration with endpoint management and security.
• Strong AI-powered automation and self-service capabilities.

Weaknesses

• Less brand visibility compared to top-tier competitors.
• Advanced features may require additional configuration.

What they’re saying: Ivanti is emerging as a strategic leader in ITSM. Its ability to unify ITSM with security and automation positions it as a future-ready solution for organizations looking beyond traditional service management.

ServiceNow

Why it’s popular: ServiceNow continues to dominate the ITSM space with enterprise-grade scalability and robust automation. Its platform is designed for large organizations that need deep integration and AI-driven insights.

Strengths

• Enterprise scalability and global reach.
• AI-powered automation and predictive analytics.
• Extensive integration ecosystem.

Weaknesses

• High cost and complexity for smaller organizations.
• Longer implementation cycles.

What they’re saying: ServiceNow is the gold standard for enterprise ITSM, but it comes with a price tag and complexity that smaller organizations may find challenging.

Atlassian (Jira Service Management)

Why it’s popular: Atlassian’s Jira Service Management is a favorite among agile and DevOps teams. It offers speed, flexibility and strong collaboration features, making it ideal for organizations that prioritize rapid delivery.

Strengths

• Agile-friendly and developer-centric.
• Strong collaboration and knowledge management tools.
• Quick deployment and ease of use.

Weaknesses

• Limited ITIL depth compared to enterprise platforms.
• Requires add-ons for advanced functionality.

What they’re saying: Jira Service Management is perfect for teams that value agility and collaboration, though it may lack some of the deeper ITIL capabilities found in larger platforms.

BMC Software (Helix ITSM)

Why it’s popular: BMC Helix offers an AI-first approach and strong support for hybrid IT environments. It’s a solid choice for large organizations with complex infrastructures.

Strengths

• AI-driven automation and predictive insights.
• Strong hybrid and multi-cloud support.
• Comprehensive ITIL-aligned processes.

Weaknesses

• Higher complexity for smaller organizations.
• Premium pricing for advanced features.

What they’re saying: BMC Helix is a powerhouse for enterprises with complex IT environments, but its sophistication can be overkill for smaller teams.

GoTo (Resolve)

Why it’s popular: GoTo Resolve brings simplicity and remote support expertise to ITSM, making it ideal for mid-market organizations and distributed teams.

Strengths

• Easy to deploy and manage.
• Strong remote support and troubleshooting tools.
• Cost-effective for SMBs and mid-market.

Weaknesses

• Limited scalability for very large enterprises.
• Fewer advanced ITIL processes compared to top-tier vendors.

What they’re saying: GoTo Resolve is a great fit for SMBs and distributed teams that need ITSM without the complexity of enterprise platforms.

Comparison table: ITSM leaders at a glance

Final thoughts on the best ITSM software

The ITSM market is defined by innovation, automation and alignment with best practices. While ServiceNow and Atlassian dominate in scale and agility, Ivanti stands out for its unified approach to ITSM and security, delivering flexibility and automation without unnecessary complexity. For organizations seeking a strategic, future-ready ITSM solution, Ivanti deserves serious consideration.