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Top 10 ITIL Tools With The Features of Each

Written By : Bakkah

21 Apr 2025

Table of Content

What are ITIL Tools?

ITIL tools are software applications designed to support and automate various ITSM processes outlined in the ITIL framework. ITIL tools help organizations streamline workflows, improve collaboration, manage IT services effectively, and ultimately deliver better value to their customers. Think of them as enablers that bring the ITIL framework to life within an organization.

ITSM offers a number of benefits to organizations, including:

Reduced IT costs
Higher returns on IT investments
Fewer service outages
Improved IT help desk efficiency
Clearly defined roles and responsibilities
Well-defined expectations on service availability and service levels
Secure implementation of IT changes
Greater transparency into IT services and processes

There are many ITIL tools available, both commercial and open-source. Some of the top ITIL tools in 2025 include:

1. ServiceNow IT Service Management

ServiceNow IT Service Management is a cloud-based platform provides a comprehensive suite for managing and overseeing IT infrastructure. It delivers in-depth analysis of operational performance and asset depreciation.

ServiceNow allows businesses to set clear service expectations and evaluate IT staff performance against those metrics. Key capabilities include managing audits, ensuring business continuity, maintaining continuous authorization, building operational resilience, handling policies and compliance, and managing regulatory changes.

Benefits include its ability to connect with Jira, adapt ITSM processes to specific needs, and centrally track and resolve issues efficiently. However, some users find ServiceNow complex, especially those without a technical background. Licensing costs and the potential need for add-ons to access more advanced ITSM features are also considerations.

Pricing details are obtained by contacting their sales department.

2. Freshservice

Freshservice is a user-friendly ITSM solution is particularly well-suited for small and medium-sized businesses. It features an easy-to-navigate interface and provides tools for managing incidents, tracking assets, and offering a self-service portal for users. The platform uses AI-powered automation to improve the efficiency of handling routine tasks.

Being cloud-based, Freshservice offers straightforward deployment and the ability to scale as needed.

Freshservice pricing starts at a yearly cost of $19 per user, when billed on an annual basis.

3. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an ITSM platform that emphasizes adaptability and integration capabilities. It includes components for handling incidents, resolving problems, managing changes, and overseeing IT assets.

The system allows for the creation of customized workflows, enabling IT teams to adapt processes to their unique needs. ManageEngine Service Desk Plus ability to integrate with other ManageEngine offerings and external applications extends its overall usefulness.

Pricing varies, with plans available from $120 per technician annually.

4. BMC Helix ITSM

BMC Helix ITSM is a cloud-based platform that merges AI technology with core IT service management functions. It provides features for incident and asset management, along with predictive analytics to identify and mitigate potential problems proactively. Its modular structure allows organizations to implement features gradually, supporting scalability.

BMC Helix ITSM is designed to integrate with various cloud services and on-site systems, offering flexibility for different IT setups.

Pricing is determined based on the specific requirements of each organization.

5. Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is an adaptable ITSM platform is built to adjust to changing business needs. It includes functionalities for incident and change management, along with a detailed service catalog.

Ivanti Neuron's "codeless" configuration allows organizations to change workflows and processes without requiring specialized coding skills.

Ivanti supports both on-site and cloud-based deployments, accommodating different infrastructure setups.

Pricing is customized based on the organization's size and particular needs.

6. TOPdesk

TOPdesk is a service management software is designed to help organizations improve the efficiency of their service management. It provides a centralized platform for managing incidents, requests, changes, and problems.

The software's intuitive design makes it easy to use, even for those unfamiliar with service management principles. Key strengths include TOPdesk's incident management features, which enable efficient logging, tracking, and assignment of incidents. It also offers robust request management, allowing users to submit and track service requests easily.

TOPdesk's change management features help ensure smooth implementations, and its problem management capabilities facilitate quick identification and resolution of underlying issues.

Project management capabilities are also included, offering features like, graphical overviews of all stages.

7. SolarWinds Service Desk

SolarWinds Service Desk is a cloud-based, AI-enhanced ITSM platform and is designed for rapid deployment and quick results. It offers the essential features needed for modern service management.

8. SysAid

SysAid is a complete ITSM platform and incorporates generative AI throughout all aspects of service management. It features an intuitive user interface and conversational interactions, aiming to help organizations improve IT's strategic value. The Help Desk module includes a ticketing system, self-service portal, knowledge base, and automation capabilities.

The Asset Management module provides tools for tracking and managing IT assets throughout their lifecycle.

9. Atlassian's Jira Service Management

Atlassian's Jira Service Management stands out by allowing external parties to submit requests through multiple channels. It facilitates seamless collaboration and request tracking among teams.

Atlassian's Jira Service Management also offers comprehensive management of changes, configurations, and incidents, and improves incident management through integration with Atlassian's Opsgenie.

10. ProProfs Help Desk

ProProfs Help Desk is a customer support software is designed for businesses of any size. It helps customer support teams manage user requests and resolve customer issues. Key features include pre-written responses, a shared inbox, ticket prioritization, collaborative email, issue tracking, child tickets for timely responses, reporting, and customizable filters and workflow configurations.

Features of ITIL Tools

ITIL tools offer a variety of features to help organizations manage their IT services. Some of the most common features include:

1. Incident management

This helps to track and resolve IT issues. Incident management features typically include a ticketing system, where users can submit requests for support, and IT staff can track the progress of those requests. Incident management tools may also include features for automating tasks, such as ticket routing and escalation.

To grasp the fundamentals of effective incident management and understand how it fits into the broader ITIL 4 framework, consider the ITIL® 4 Foundation - Certification Training Course offered by Bakkah. This course lays the groundwork for understanding all ITIL practices, including incident management, and how tools play a supporting role.

2. Change management

This helps to ensure that changes to IT services are implemented in a controlled manner. Change management features typically include a workflow for submitting, reviewing, and approving changes, as well as a mechanism for tracking the implementation of those changes.

This helps to minimize the risk of disruptions to IT services and ensures that changes are implemented in a way that is compliant with organizational policies.

For those aiming to enhance their skills in managing changes effectively and delivering valuable services, the ITIL® 4 Specialist: Create, Deliver, and Support - ITIL 4 CDS Online Course from Bakkah dives deep into service delivery and optimization. This course will help you understand how change management tools support seamless service transitions and ongoing operations.

3. Service level management

This helps to define and measure the performance of IT services. Service level management features help organizations to define service level agreements (SLAs) with their users, and to track and report on the performance of IT services against those SLAs. This helps to ensure that IT services meet the needs of the business and that users are satisfied with the level of service they receive.

Delivering excellent service experiences is at the heart of ITIL 4. The ITIL® 4 Specialist: Drive Stakeholder Value course by Bakkah focuses on building effective service relationships and optimizing interactions. Understanding the stakeholder perspective is vital when selecting and implementing service request management tools.

4. Configuration management

This helps to track and manage the configuration of IT services. Configuration management features help IT teams to track and manage the configuration of IT services and infrastructure. This includes features for tracking changes to configurations, managing dependencies, and ensuring that configurations are consistent across different environments.

As organizations increasingly rely on cloud services, understanding how to manage these resources effectively becomes paramount. The ITIL® Specialist: Acquiring & Managing Cloud Services Course offered by Bakkah provides vendor-neutral guidance on cloud procurement and integration, crucial knowledge when considering tools for managing cloud-based configurations.

Enhance Your ITIL Expertise with Bakkah

If you’re ready to take your understanding of ITIL tools and IT service management to the next level, enroll in the ITIL Foundation Course on the Bakkah platform.

Enroll today on Bakkah and start your journey toward IT service management mastery!

Explore Bakkah's Comprehensive ITIL 4 Course Catalog:

Conclusion

ITIL tools can be a valuable asset for organizations of all sizes. By automating IT processes, improving service quality, and reducing costs, ITIL tools can help organizations to achieve their business goals. When selecting an ITIL tool, it is important to consider the needs of the organization, the features offered, and the pricing.

It is also important to consider whether an open-source or commercial tool is the best fit for your organization. Open-source tools can be a good option for organizations that are looking for a cost-effective solution. However, commercial tools may offer more features and support. Overall, the best ITIL tool for your organization will depend on your specific needs and requirements.