ITSM Comparison: Compare Top ITSM Tools & Platforms

Rezolve.ai vs ------ vs ------ vs ------

Capabilities

Ratings

Summary

ITSM Summary

Agentic AI Virtual Service Agent

AI-driven Troubleshooting & Triage

AI-powered Knowledge/ Search

Agentic Studio / AI Automation / Orchestration

Integrations / Connectors

AI Service Catalog

Multi-modal AI Support

Change Management Enablement

Incident Management

Standout Features

Pros

Cons

Pricing

G2: 4.8, Capterra: 4.8, Microsoft: 4.8

AITSM and Agentic AI solution for employee support and enterprise services

Multimodal AI for modern AITSM, ticketing, analytics, ITAM, and employee support with Agentic AI-powered incident management

Autonomous AI agent “team” for IT/HR in MS Teams/Slack, automating ~50–85% of L1/L2 tickets.

AI agents that ask follow-up questions, create, prioritize, and resolve tickets, and kick off automations for L1 incidents

RAG-based search across docs/SharePoint/URLs; provides real-time, accurate answers by combining multiple LLMs

Full Creator Studio & Agentic Studio to create and deploy agentic AI automations, with the help of a dedicated AI agent

150+ out-of-the-box connectors (legacy apps, cloud services)

AI-driven service request catalog and approvals in Microsoft Teams/Slack

Multimodal AI for Microsoft Teams, Slack, Voice AI Telephony, Email, VSA, and portal for seamless ticketing and resolution support

Roll-out updates, process changes, and problem-management steps effectively via MS Teams and Slack to keep everyone in the know.

Broadcast remedial solutions and contain IT incidents faster with AITSM

Agentic AI, Agentic Studio, Multimodal AI, Rezolve VoiceIQ, Rezolve SearchIQ, Multiple LLMs, Proprietary no-hallucination architecture, Enterprise Search and Agentic AI-powered Conversational Ticketing within Microsoft Teams and Slack

Up to 80% end-user adoption rate, 50-85% ticket deflection, and real-time employee support on the go

No separate user sign-in portal

Starting from $3/user/month, plus capability add-ons like Rezolve VoiceIQ (Voice AI Ticketing), Rezolve Agentic Studio, etc.

TopDesk

G2: 4.3, Capterra: 4.4

ITSM provider focused on automation

Agent-centric ITSM solution aimed at simplifying service delivery

Limited/no dedicated AI assistant; focus is on service portal and action sequencing

No built-in GenAI triage; relies on action sequences/automations for ticket routing

Uses keyword search and pre-populated FAQ; no AI generative answers.

Limited: Supports “Action Sequences” automation (no GenAI).

Standard integrations (Teams, Email, LDAP); mostly enterprise service apps

Standard multi-department catalogs (no AI features).

Supports chat, email, portal, and even physical kiosk. Limited AI in channels.

Change Management Available

Available

Simple solution for agents and deploying basic IT service automations

Updates and new features are rolled out frequently

Lacks many modern features and capabilities of AITSM

$64-$128/agent/month

SolarWinds

G2: 4.4, Capterra: 4.6

Focus on ITSM & security management

ITSM with focus on network and systems monitoring

Generative AI sidekick for agents (auto‑responds, builds answers)

AI-generated ticket summaries and smart suggestion rules for incident triage

AI search: Virtual agent can find KB answers for user questions; integrates with existing knowledge base

No built-in automation studio (separate ITOM tools for scripting; only simple SLA/business rules in SD).

Limited: Good ITSM integrations (MS Teams, Slack, AD) but no AI-specific ones

Standard catalog integrated in portal (no AI).

Channel support: web portal, email, and Slack/Teams integrations.

Change Management Available

Available

Focus on network monitoring and IT security

User-friendly simple dashboards for agents

Lack of comprehensive analytics and reporting tools

$7/node/month (Monitoring & observability), $9/user/month (Incident response), $39/technician/month (ITSM), $142/database/month (Databases)

Ivanti Neurons

G2: 4.3, Capterra: 3.9

Focus on ITSM & security management

ITIL-based legacy ITSM system

Autonomous AI agents in Neurons for ITSM that manage incidents/workflows end‑to‑end

Persona-based AI agents (preview) that autonomously resolve tickets start-to-finish

Neurons leverages ML/LLM for knowledge retrieval in ITSM

Automation bots for endpoint management (AEM) and ITSM alerts

Integrations with Ivanti UEM/SOC tools; includes Slack/Teams plugins (Neurons chatops).

Traditional catalog (asset requests, IT help) accessible via portal/Slack.

Omnichannel endpoints (Slack, Teams, email, web) for Neurons chat and notifications.

Change Management Available

Available

Focus on security + ITSM

Focus on ITSM and security

Complexity in configuration, requires dedicated experts

Individual components like MDM cost $4/user/month, to $25 to $59 per user annually for other modules (ITSM, security, etc.)

Freshservice

G2: 4.6, Capterra: 4.5

Modern ITSM, strong focus on automation

ITIL-based ITSM with automation and modern cloud-infra

Freddy AI Agent: Conversational AI (40+ languages) on Slack/Teams/Portals for 24/7 employee support

Freddy AI Copilot analyzes ticket context to auto-summarize conversations and suggest replies

Freddy AI suggests articles and summaries (using ChatGPT/Copilot integrations)23.

No dedicated automation studio

Integrations with other Freshworks products and via APIs (webhooks for Slack/Teams).

Standard catalog (with automated fulfillment, no GenAI).

40+ channels: Slack, Teams, web portal, email, SMS (Freddy AI Agent)

Change Management Available

Available

Automation and ease of use for the IT agents

Easy to use, quick deployment

Lacks advanced integrations

$19-$119+/technician/month billed annually

ManageEngine

G2: 4.4, Capterra: 4.4

Full suite of ITSM and asset management

Traditional ITIL-based ITSM for service delivery and ticketing

“Zia” virtual support agent, an AI chatbot (text/voice) built into ServiceDesk Plus

Predictive routing/assignment and sentiment analysis in ServiceDesk Plus

Integrates OpenAI/Copilot for article generation and knowledge discovery within ServiceDesk Plus

Basic workflow automation (ServiceDesk rules); no “studio” for AI bots.

Wide integrations with other ManageEngine products and external APIs

Regular ITIL catalog (task automation, no GenAI features).

Omnichannel chat via Zia (web portal, chat widget, Slack/Teams add-ons).

Change Management Available

Available

Full IT asset management & ITSM

Complete ITSM solution

Can become complex at scale

$13/technician/month to $67/technician/month

BMC Helix

G2: 4.1, Capterra: 4.1

Basic IT helpdesk, budget-friendly

Basic ITSM with GenAI capabilities (BMC HelixGPT)

HelixGPT agents handle natural‑language user queries via automations

Autonomous AI agents interpret user intent and execute troubleshooting steps

Knowledge Assistant (HelixGPT) generate answers and create knowledge from user inputs

No AI studio per se, but agents can execute tasks.

Broad integrations via CMDB/Discovery; Helix can ingest data from CMDB and cloud

Standard Service Catalog (no GenAI intelligence).

Out-of-the-box: self-service portal, email, Slack/Teams

Change Management/Problem Management Not Available

Available

Budget-friendly IT helpdesk for basic ticketing

Budget-friendly

Outdated interface, limited scalability with the IT team

$114.75/user/month for basic ITSM, plus cost for add-on modules

Cherwell

G2: 4.0, Capterra: 4.3

Comprehensive ITSM solution with flexibility

Legacy ITSM with Full ITIL support (currently at the end-of-life by 2026)

No standalone AI agent; now part of Ivanti Neurons

AI/ML-driven issue bots (Ivanti Neurons AI) proactively resolve incidents and suggest fixes

ML‑enhanced KB: Ivanti AI bots generate articles and suggest fixes from historical data.

No proprietary studio; relies on Ivanti Neurons Automations and integrations

Integrates via Ivanti connectors

Traditional catalog via Neurons portal (no generative features).

Multi-channel via Neurons chatbots (Teams/Slack); web portal for agents.

Change Management Available

Available

Flexibility, customizable workflows for IT service delivery

Flexible and scalable ITSM solution

UI can be less intuitive for agents and end-users

$25/endpoint/year for patch management, $59/user/year for unified endpoint management

Kace

G2: 4.1, Capterra: 4.2

Endpoint management, limited ITSM

Basic ITSM, focused on endpoint management

None – focuses on endpoint UEM, no built-in AI assistant5.

Automated diagnostics via job scheduling and scripting; no Agentic AI triage.

Basic search/KM; no GenAI (traditional knowledge base only).

Includes workflow automation/scripting (remote scripting, patching) but no AI orchestration

Integrates with IT tools/AD via UEM connectors; moderate third-party APIs.

Basic service catalog for IT items (no AI).

Limited: Offers web portal and mobile app; no conversational channels.

Change Management/Problem Management Not Available

Available

Endpoint management focus for IT service delivery

Good for endpoint management

Limited ITSM features

Basic pricing starts from $2.4/user/month

JIRA Service Management

G2: 4.3, Capterra: 4.4, Microsoft: 4.4

Agile project management + ITSM capabilities

Basic ITSM capabilities over a Kanban framework

Atlassian Intelligence’s virtual agent: Slack/Teams/email chatbot (24/7, multilingual) plus specialized AI “sidekick” for issues

AI incident sidekick: Agents identify root causes and automatically draft post‑incident reports

Atlassian Intelligence uses AI to surface relevant KB articles during chat

Automation rules (Atlassian): Triggered by events/tickets (no distinct AI coding environment).

Atlassian Marketplace add-ons for integrations (Service Desk + Slack/MS Teams apps).

IT request portal (assets/service requests) but no AI enhancement.

Omnichannel virtual agent (Slack, Teams, web portal, email) with consistent UI4.

Limited availability

Available

Combined agile project management and ITSM in one

Agile focus with basic ITSM

Limited ITSM compared to others

$25-$57/agent/per month, for standard and premium plans - cost varies with number of agents

ServiceNow

$70-$300/user/month plus additional costs of implementation and upgrades

Enterprise-grade ITSM, strong integrations

Full ITIL-based ITSM based on customizable modules

Now Assist with built‑in AI agents autonomously deflects and resolves incidents

AI-powered triage: Incident management bots automate prioritization and routing

Contextual AI search in Now Portal: Now Assist can surface knowledge and smart answers

Flow Designer Low-code workflow builder; Now Assist agents can trigger flows

IntegrationHub with hundreds of connectors (extensive enterprise integration support).

Standard catalog with workflow automation; no agentic design.

Native support in SN Portal, Slack, MS Teams (Virtual Agent integration).

Change Management Available

Available

Strong ITIL framework that allows for numerous integrations

Enterprise-grade, highly customizable

High cost and complexity

$70-$300/user/month plus additional costs of implementation and upgrades

EasyVista

G2: 4.4, Capterra: 3.4

User-centric ITSM, focus on user experience

Traditional ITSM based on ITIL (Originated from France)

EV Self‑Help virtual agent: Conversational AI built in for enterprise self‑service.

Rule-based triage and predictive incident reduction only

EV provides intelligent search/navigation in service portal

EV Pulse AI automates IT processes (no separate studio but integrated automation/AI)

Connects to Microsoft Teams, Slack, ITSM tools via EV Accelerate and custom APIs

Catalog of services managed by IT (no AI content generation).

Supports Slack, Teams (EV for Teams), web portal.

Change Management Available

Available

Easy of customization and IT configuration

Easy to use by end-users and allows customizable workflows

Expensive for smaller organizations

Basic pricing is $999/year, with tiered pricing that varies with number of assets and technicians

Halo ITSM

G2: 4.8, Capterra: 4.7

ITSM solution which is more focused on problem-management

ITIL-aligned ITSM solution

Built‑in virtual agent provides instant, AI-driven support via chat, with sentiment/emotion analysis for tickets

Automatically groups similar incidents and uses AI to prioritize/resolve them

Generates support articles via RAG (extracting solutions from past tickets)28.

Combines RAG agents with workflow triggers; includes an “Automation Exchange” catalog.

Halo Marketplace and open APIs; integrates with many ITSM/DB tools

IT/enterprise service catalog with AI search

Chat, email, portal, and future Teams integration (Halo social).

Change Management Available

Available

Extensive ITIL-based ITSM solution focused on problem management

Easy to create workflows and prompt customer service

Too many redundant features and missing AI capabilities

$50-$70/agent/month

Moveworks

G2: 4.6, Capterra: 5, Microsoft: 4.4

* Recently acquired by ServiceNow

Agentic AI assistant for employees and task automation

ITSM platform for resolving support tickets and reducing workload for IT teams

Omnichannel chatbot (Slack/Teams) that finds answers across apps and automates tasks

Agents “move faster” by automating incident resolution

Natural‑language queries across integrated knowledge sources (Slack, intranet, apps)

No-code assistant builder (from Moveworks press) for custom AI agents.

Rich connectors (ServiceNow, HR, CRM apps); Moveworks Hub API for custom integrations.

Service catalog integrated in Moveworks portal (no AI generation).

Omnichannel AI: Slack/Teams chat, web assistant, MS Teams app

Change Management Available

Available

Features Agentic AI to automate tasks and enhance productivity

Enables rapid deployment of AI agents with a low-code platform

Requires more integration and customization, leading to higher implementation costs

$100-$200/user annually

Aisera

G2: 4.4, Capterra: 4.5, Microsoft: 4.3

Unified Agentic AI platform for enterprise operations

Automates ITSM, HR and other departmental workflows and service requests

Aisera’s virtual assistant (AiseraGPT) for 24/7 support, deflecting/auto‑resolving tickets

AI-guided support: OneTouch Assistant uses GenAI to suggest next steps and auto-resolve known issues, cutting resolution time18.

AiseraGPT uses proprietary LLM data to surface enterprise answers across IT/HR

No separate studio: Aisera leverages its own AI agents and RAG orchestration internally

SaaS integrations (ServiceNow, HR systems, CRMs) and custom API (Aisera Platform) – used to orchestrate workflows.

AI-populated catalog: OneTouch “Solution Library” with context-sensitive offerings.

Multi-channel (Slack, Teams, Portal); 24/7 chat support via email/portal.

Change Management Available

Available

Offers a unified platform with domain-specific LLMs powered by enterprise data

Flexible development options and a wide range of pre-built integrations

Requires dedicated internal team for management and close collaboration with Aisera's product team

Usage based pricing, with minimum 10K requests that cost approx $150K/year

Espressive

G2: 4.9, Capterra: NA, Microsoft: NA

Agentic AI for workplace assistance to employees and service desk agents

ITIL-based ITSM for conversational ticketing support

“Barista” digital assistant for employees (24/7, 100+ languages) that automates routine IT/HR Q&A via chat/Slack/Teams

Barista uses NLU to auto-resolve common issues (50–70% ticket deflection) and can enrich tickets for agents2526.

Barista uses AI to match questions to solutions, optimizing the FAQ and workflows

New “Agentic Automation” interface allows creating workflows

Barista Chatbot embeds in Slack/Teams/email; REST API for custom apps

Barista can register new requests via chat (automatically finds relevant services)34.

Chatbot (Slack/Teams) and web portal; offers 24/7 service desk deflection.

Change Management Available

Available

Provides BaristaGPT that automates employee self-help

Offers high ticket resolution rates and quick deployment

Lacks advanced reporting and ticketing analytics dashboard

Quote-based pricing

Amelia

G2: 4.3, Capterra: 5, Microsoft: 4.3

Agentic AI answering engine for customers and employees

Integrates with ITSM systems to provide automated support and streamline IT operations

Enterprise IVA platform “Amelia” provides a conversational AI agent that “listens, reasons, and acts”

Amelia agents can handle user inquiries and execute support actions

N/A (platform provides the AI, but no dedicated knowledge product page).

N/A (Amelia provides agent framework but orchestration is via partner platforms).

Channel connectors via SoundHound (Voice + API), so integrates with voice apps (for voice assistant).

No built-in product; can be integrated via API if needed.

Voice + text channels (phone, IVR, web chat).

Change Management Available

Available

Combines conversational and generative AI for custom service desk operations

Deploy advanced AI capabilities with existing systems

Dated agent and user interface

Starter tier is $9/year, and Elite tier is $259/year

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