Quick Overview
- 1#1: ServiceNow - Comprehensive enterprise IT service management platform for incident tracking, asset management, change management, and automation.
- 2#2: Jira Service Management - Powerful IT service desk tool integrated with Jira for issue tracking, asset management, and agile workflows.
- 3#3: Freshservice - Cloud-based ITSM solution with AI-driven incident management, asset tracking, and self-service portals.
- 4#4: Zendesk - Customer and IT support platform excelling in ticket tracking, automation, and multi-channel helpdesk.
- 5#5: ManageEngine ServiceDesk Plus - Cost-effective IT helpdesk software with robust asset tracking, CMDB, and project management features.
- 6#6: SolarWinds Service Desk - Integrated IT service management tool for ticket handling, asset lifecycle tracking, and IT operations.
- 7#7: SysAI d - AI-powered ITSM platform offering service desk, asset management, and proactive IT monitoring.
- 8#8: InvGate Service Desk - ITSM software focused on service requests, incident tracking, and IT asset management with automation.
- 9#9: HaloITSM - Pure-play ITSM tool for streamlined IT service desk, asset tracking, and workflow automation.
- 10#10: Snipe-IT - Open-source IT asset management system for tracking hardware, software licenses, and consumables.
Tools were ranked based on feature depth (including automation and asset management), usability, performance reliability, and value, balancing scalability and practicality for diverse business requirements
Comparison Table
This comparison table examines popular IT tracking software tools like ServiceNow, Jira Service Management, Freshservice, Zendesk, and ManageEngine ServiceDesk Plus, providing a snapshot of their core features and capabilities. Readers will gain insights to evaluate which solution best aligns with their organizational needs and workflows.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | ServiceNow Comprehensive enterprise IT service management platform for incident tracking, asset management, change management, and automation. | enterprise | 9.7/10 | 9.9/10 | 8.0/10 | 9.0/10 |
| 2 | Jira Service Management Powerful IT service desk tool integrated with Jira for issue tracking, asset management, and agile workflows. | enterprise | 9.2/10 | 9.6/10 | 7.4/10 | 8.7/10 |
| 3 | Freshservice Cloud-based ITSM solution with AI-driven incident management, asset tracking, and self-service portals. | enterprise | 8.7/10 | 9.0/10 | 9.2/10 | 8.4/10 |
| 4 | Zendesk Customer and IT support platform excelling in ticket tracking, automation, and multi-channel helpdesk. | enterprise | 8.4/10 | 8.7/10 | 9.0/10 | 7.8/10 |
| 5 | ManageEngine ServiceDesk Plus Cost-effective IT helpdesk software with robust asset tracking, CMDB, and project management features. | enterprise | 8.3/10 | 9.1/10 | 7.6/10 | 8.4/10 |
| 6 | SolarWinds Service Desk Integrated IT service management tool for ticket handling, asset lifecycle tracking, and IT operations. | enterprise | 8.2/10 | 8.7/10 | 7.9/10 | 7.8/10 |
| 7 | SysAI d AI-powered ITSM platform offering service desk, asset management, and proactive IT monitoring. | enterprise | 8.2/10 | 8.7/10 | 7.9/10 | 8.0/10 |
| 8 | InvGate Service Desk ITSM software focused on service requests, incident tracking, and IT asset management with automation. | specialized | 8.5/10 | 8.7/10 | 8.8/10 | 8.3/10 |
| 9 | HaloITSM Pure-play ITSM tool for streamlined IT service desk, asset tracking, and workflow automation. | specialized | 8.4/10 | 8.6/10 | 8.8/10 | 7.9/10 |
| 10 | Snipe-IT Open-source IT asset management system for tracking hardware, software licenses, and consumables. | other | 8.3/10 | 8.7/10 | 7.6/10 | 9.8/10 |
Comprehensive enterprise IT service management platform for incident tracking, asset management, change management, and automation.
Powerful IT service desk tool integrated with Jira for issue tracking, asset management, and agile workflows.
Cloud-based ITSM solution with AI-driven incident management, asset tracking, and self-service portals.
Customer and IT support platform excelling in ticket tracking, automation, and multi-channel helpdesk.
Cost-effective IT helpdesk software with robust asset tracking, CMDB, and project management features.
Integrated IT service management tool for ticket handling, asset lifecycle tracking, and IT operations.
AI-powered ITSM platform offering service desk, asset management, and proactive IT monitoring.
ITSM software focused on service requests, incident tracking, and IT asset management with automation.
Pure-play ITSM tool for streamlined IT service desk, asset tracking, and workflow automation.
Open-source IT asset management system for tracking hardware, software licenses, and consumables.
ServiceNow
enterpriseComprehensive enterprise IT service management platform for incident tracking, asset management, change management, and automation.
The integrated CMDB providing a dynamic, real-time single source of truth for IT asset discovery, dependency mapping, and service impact analysis.
ServiceNow is a cloud-based enterprise platform specializing in IT service management (ITSM), offering robust tools for tracking IT incidents, service requests, changes, problems, and assets across the organization. It centralizes IT operations through its Now Platform, featuring a powerful Configuration Management Database (CMDB) for dependency mapping and service visualization. With AI-driven automation, predictive analytics, and workflow orchestration, ServiceNow enables proactive IT tracking and resolution at scale.
Pros
- Comprehensive ITSM suite with advanced incident, asset, and change tracking
- AI-powered automation and predictive intelligence for proactive resolutions
- Scalable CMDB and extensive integrations for enterprise environments
Cons
- High implementation costs and complexity for setup
- Steep learning curve for non-technical users
- Premium pricing unsuitable for small teams
Best For
Large enterprises with complex IT environments seeking a unified platform for end-to-end IT tracking and service management.
Pricing
Custom enterprise subscription pricing; typically $100-$200/user/month depending on modules, with minimum commitments often exceeding $50,000/year.
Jira Service Management
enterprisePowerful IT service desk tool integrated with Jira for issue tracking, asset management, and agile workflows.
Integrated CMDB and asset management for full visibility into IT infrastructure dependencies
Jira Service Management is a robust IT service management (ITSM) platform designed for tracking, managing, and resolving IT incidents, service requests, changes, and problems. It leverages the powerful Jira backend to offer highly customizable workflows, automation, SLAs, and reporting, while integrating seamlessly with Atlassian tools like Jira Software and Confluence. Ideal for IT teams adopting ITIL practices, it includes asset management, a configuration management database (CMDB), and queue-based ticketing for efficient service delivery.
Pros
- Extremely customizable workflows and automation rules for complex IT processes
- Seamless integration with Jira Software, Confluence, and 1,700+ third-party apps
- Built-in asset management and CMDB for holistic IT tracking
Cons
- Steep learning curve due to extensive customization options
- Interface can feel overwhelming and cluttered for beginners
- Pricing scales quickly with agent count, potentially costly for large teams
Best For
Enterprise IT teams needing scalable, highly customizable ITSM with deep DevOps integration.
Pricing
Free for up to 3 agents; Standard at $8.15/agent/month (10+ agents), Premium at $16.80/agent/month (annual billing).
Freshservice
enterpriseCloud-based ITSM solution with AI-driven incident management, asset tracking, and self-service portals.
Freddie AI Copilot for automated ticket summarization, routing, and resolution suggestions
Freshservice is a cloud-based IT service management (ITSM) platform designed for tracking IT incidents, service requests, assets, and changes across organizations. It provides a centralized hub for ticketing, CMDB, automation workflows, and self-service portals to streamline IT operations. With AI-driven insights and robust reporting, it helps IT teams reduce resolution times and improve service delivery.
Pros
- Intuitive interface with drag-and-drop automation
- Comprehensive asset and CMDB tracking
- Strong integrations with 1000+ apps
Cons
- Advanced reporting requires higher tiers
- Customization can be limited without scripting
- Pricing scales quickly for large teams
Best For
Mid-sized IT teams seeking an easy-to-deploy ITSM tool for incident and asset tracking without enterprise complexity.
Pricing
Starts at $19/agent/month (Starter, billed annually), scaling to $99+/agent/month for Enterprise plans with more features.
Zendesk
enterpriseCustomer and IT support platform excelling in ticket tracking, automation, and multi-channel helpdesk.
AI-powered Copilot that suggests responses and automates ticket triage in real-time
Zendesk is a cloud-based customer service and ticketing platform that supports IT teams in tracking incidents, requests, and issues through a centralized helpdesk system. It offers omnichannel support, automation workflows, SLAs, and reporting to streamline IT service management. While versatile for IT helpdesks, it lacks deep native ITSM features like CMDB or asset lifecycle management compared to dedicated tools.
Pros
- Intuitive ticketing and agent workspace for quick issue resolution
- Powerful automation, AI bots, and SLA management for efficient IT workflows
- Extensive integrations with IT tools like Active Directory and monitoring software
Cons
- Higher pricing scales poorly for small IT teams
- Limited built-in asset and configuration management without add-ons
- Advanced reporting requires higher-tier plans
Best For
Mid-sized IT support teams seeking scalable, omnichannel ticketing integrated with customer service operations.
Pricing
Starts at $55/agent/month (Support plan, billed annually); scales to $115/agent/month (Enterprise) with custom options.
ManageEngine ServiceDesk Plus
enterpriseCost-effective IT helpdesk software with robust asset tracking, CMDB, and project management features.
Integrated CMDB with automated asset discovery and relationship mapping for holistic IT tracking
ManageEngine ServiceDesk Plus is a robust IT service management (ITSM) platform designed for tracking IT incidents, service requests, assets, and changes across organizations. It offers a centralized ticketing system, configuration management database (CMDB), and automation workflows to streamline IT operations and ensure efficient issue resolution. With self-service portals, reporting dashboards, and integrations, it supports end-to-end IT tracking from detection to closure.
Pros
- Comprehensive ITSM features including incident, asset, and change tracking
- Scalable for SMBs to enterprises with on-premise and cloud options
- Strong automation and CMDB for efficient IT asset visibility
Cons
- Steep learning curve for setup and advanced customizations
- Performance can lag with very large-scale deployments
- Interface feels dated compared to modern competitors
Best For
Mid-sized to large IT teams in enterprises needing an all-in-one solution for service desk and asset tracking.
Pricing
Free edition for up to 5 technicians; Professional starts at $10/user/month (billed annually); Enterprise tiers from $35/user/month with advanced features.
SolarWinds Service Desk
enterpriseIntegrated IT service management tool for ticket handling, asset lifecycle tracking, and IT operations.
Automated IT asset discovery and inventory management
SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that excels in ticket tracking, incident management, and IT asset discovery. It provides tools for automating workflows, self-service portals, and comprehensive reporting to help IT teams manage service requests and track assets efficiently. As part of the SolarWinds ecosystem, it integrates seamlessly with monitoring tools for end-to-end IT operations visibility.
Pros
- Robust IT asset tracking and discovery capabilities
- Powerful automation and customizable workflows
- Strong integrations with SolarWinds monitoring suite
Cons
- Higher pricing tiers limit accessibility for small teams
- User interface can feel overwhelming initially
- Reporting customization requires advanced setup
Best For
Mid-sized IT departments needing integrated ticket and asset tracking with automation.
Pricing
Subscription-based starting at $65/user/month (Plus plan), scaling to Enterprise custom pricing.
SysAI d
enterpriseAI-powered ITSM platform offering service desk, asset management, and proactive IT monitoring.
Virti AI Virtual Agent for proactive ticket resolution and self-service automation
SysAI d is a comprehensive IT service management (ITSM) platform designed for efficient IT ticket tracking, asset management, and service desk operations. It offers robust features for incident logging, resolution workflows, change management, and hardware/software asset tracking with automated discovery and CMDB integration. With AI-driven automation like the Virti virtual agent, SysAI d streamlines IT support processes and provides real-time visibility into IT operations.
Pros
- Comprehensive asset and incident tracking with CMDB and automation
- AI-powered Virti agent for intelligent ticket handling
- Strong reporting, analytics, and SLA management tools
Cons
- Steeper learning curve for setup and customization
- Pricing scales quickly for larger deployments
- Mobile app lacks some desktop feature parity
Best For
Mid-sized to large enterprises needing an integrated ITSM platform with advanced IT asset and ticket tracking.
Pricing
Quote-based pricing; typically starts at $79 per technician/month or around $10,000 annually for basic plans, with enterprise tiers scaling higher.
InvGate Service Desk
specializedITSM software focused on service requests, incident tracking, and IT asset management with automation.
Integrated CMDB with automated asset discovery and relationship mapping for superior IT asset visibility
InvGate Service Desk is a robust IT service management (ITSM) platform designed for tracking incidents, service requests, changes, and IT assets in a centralized system. It offers ticketing workflows, automation rules, a self-service portal, and a comprehensive CMDB to help IT teams manage operations efficiently. The software supports both cloud and on-premise deployments, with strong reporting and integration capabilities for streamlined IT tracking.
Pros
- Intuitive interface with drag-and-drop workflows for quick setup
- Powerful asset management and CMDB integration for comprehensive IT tracking
- Strong automation and SLA management to reduce manual effort
Cons
- Reporting and analytics lack advanced customization compared to top competitors
- Mobile app is functional but lacks some desktop features
- Pricing can escalate quickly for larger teams with premium add-ons
Best For
Mid-sized IT teams and enterprises seeking an affordable, user-friendly ITSM solution with solid asset and incident tracking.
Pricing
Starts at $28 per agent/month (billed annually) for cloud edition; on-premise is quote-based with perpetual licenses from $15K+.
HaloITSM
specializedPure-play ITSM tool for streamlined IT service desk, asset tracking, and workflow automation.
Automation Studio for building complex, no-code workflows tailored to IT tracking and service processes
HaloITSM is a cloud-based IT Service Management (ITSM) platform designed to streamline IT operations, including asset tracking, incident management, change requests, and service desk ticketing. It provides a centralized CMDB for tracking hardware, software, and configurations, along with automated workflows and self-service portals to enhance efficiency. The tool excels in integrating IT tracking with broader ITSM processes, offering real-time reporting and analytics for better decision-making.
Pros
- Intuitive interface with modern, customizable dashboards
- Robust asset management and CMDB for comprehensive IT tracking
- Powerful no-code automation for workflows and integrations
Cons
- Pricing scales quickly for advanced features and larger teams
- Some complex customizations require IT expertise
- Reporting depth lags behind top enterprise competitors
Best For
Mid-sized IT teams needing an all-in-one platform for asset tracking, incident management, and service automation.
Pricing
Quote-based, starting at ~$65/user/month for starter plans, with higher tiers for full ITSM features up to enterprise custom pricing.
Snipe-IT
otherOpen-source IT asset management system for tracking hardware, software licenses, and consumables.
Library-style check-in/check-out with barcode/QR code support for quick, physical asset handoffs
Snipe-IT is a free, open-source IT asset management platform designed for tracking hardware, software licenses, accessories, consumables, and components throughout their lifecycle. It provides check-in/check-out functionality, depreciation tracking, custom fields, maintenance scheduling, and comprehensive reporting tools. The system supports integrations with LDAP/Active Directory, APIs for automation, and barcode/QR code scanning for efficient inventory audits.
Pros
- Completely free open-source core with no licensing fees
- Robust asset lifecycle management including depreciation and audits
- Extensive customization, reporting, and third-party integrations
Cons
- Self-hosting requires technical setup and server maintenance
- User interface feels dated and clunky compared to modern SaaS tools
- Steep learning curve for advanced features and configuration
Best For
Small to medium-sized IT teams or organizations needing a cost-free, highly customizable solution for asset tracking without subscription costs.
Pricing
Free open-source self-hosted version; optional hosted plans start at $350/year for up to 500 assets.
Conclusion
The reviewed tools present a diverse range of solutions, with ServiceNow leading as the top choice due to its comprehensive enterprise focus and integrated capabilities. Jira Service Management follows closely, excelling with its agile workflow integration, while Freshservice impresses with AI-driven incident management, offering distinct strengths for different organizational needs. Together, they highlight the breadth of options available in IT tracking software.
Leverage ServiceNow to streamline operations, manage assets, and boost efficiency—start exploring its features to unlock enhanced IT performance for your team.
Tools Reviewed
All tools were independently evaluated for this comparison