The best ITSM tools for IT service management in 2025

Estimated reading time: 11 minutes

Key takeaways

• The best ITSM tools centralise requests, incidents, and changes into a single system so IT can work in a structured, measurable way instead of via email and spreadsheets.
• Modern ITSM platforms should offer end‑to‑end ITIL-aligned capabilities, strong automation, integrations, and clear reporting to support business goals.
• HaloITSM stands out as a cloud-based, ITIL‑aligned, and highly configurable ITSM solution that balances enterprise features with usability and cost‑effectiveness.
• A structured evaluation based on capabilities, UX, integrations, TCO, and implementation support is essential to choose the right ITSM platform for your organisation.
• Expert guidance from partners like SMC Consulting’s HaloITSM implementation services can accelerate rollout, adoption, and long‑term value.

Why the best ITSM tools matter for modern IT teams

Selecting the best ITSM tools is one of the most important technology decisions an IT leader makes, because the right ITSM software shapes how every request, incident, and change is handled.

IT Service Management (ITSM) combines processes, policies, and platforms to design, deliver, manage, and improve IT services. When done well, it standardises incident management, service requests, change management, problem management, and asset/CMDB management so IT can support the business reliably.

Modern ITSM solutions like HaloITSM show what “good” looks like: cloud-based, ITIL‑aligned, user-friendly, and highly automated. This article explains how to compare top ITSM tools, why HaloITSM is a standout option, and how to choose the right platform for your organisation.

Why are the best ITSM tools so important for modern IT teams?

The best ITSM tools are important because they centralise IT requests and incidents, standardise service processes, and provide real-time visibility into performance. This reduces downtime, improves user satisfaction, and helps IT align with business goals by replacing ad‑hoc email and spreadsheet-based support with a structured, trackable ITSM solution.

What is ITSM software and why organisations need it

ITSM software is a specialised application or platform that supports and automates IT service management processes. It typically covers:

• Incident management: logging, prioritising, and resolving unplanned interruptions.
• Service request fulfilment: handling routine requests like access, devices, and software.
• Problem management: identifying and removing root causes of recurring issues.
• Change management: planning and approving changes to minimise risk.
• Configuration management (CMDB): maintaining data on configuration items and their relationships.
• Self-service portal: enabling users to log, track, and update tickets themselves.
• Knowledge base: storing how‑tos, FAQs, and known fixes.

In practice, this type of IT service management software becomes the *“single front door”* for IT. Instead of tickets scattered across inboxes, chats, and spreadsheets, all work is captured in one ITSM system with clear ownership and SLAs.

This brings several business benefits:

• Standardised, repeatable processes with predictable outcomes.
• Faster resolutions and fewer escalations thanks to automation and knowledge reuse.
• Better visibility and compliance through audit trails, SLA tracking, and reporting.
• Improved user experience via self-service, transparency, and consistent communication.

Without a proper ITSM solution, organisations face:

• Requests hidden in personal mailboxes or chat threads.
• No single source of truth about open incidents or planned changes.
• Limited metrics (e.g., no clear view of average resolution time or SLA breaches).
• Difficulty demonstrating IT value or justifying budgets.

Leading platforms like HaloITSM bring all these capabilities together in a single, intuitive, ITIL‑aligned environment. HaloITSM is designed so teams can implement core ITIL processes quickly without heavy custom development, making it a strong contender among the best ITSM tools for both mid‑market and enterprise organisations.

For organisations that want a broader view of IT Service Management strategy before choosing a platform, guides to IT service management best practices can help frame how people, processes, and technology fit together when selecting the best ITSM tools.

What does ITSM software do?

In summary, ITSM software:

• Centralises all IT requests and incidents in one system.
• Automates workflows for incident, problem, and change management.
• Provides a self-service portal and knowledge base for users.
• Tracks assets and configuration data in a CMDB.
• Monitors SLAs and generates reports on IT performance.

Key criteria for evaluating the best ITSM tools

When you evaluate the best ITSM tools in 2025, you need more than a feature checklist. You need to understand how each ITSM platform will work in your context. The following criteria help you compare top ITSM tools objectively while seeing where HaloITSM fits.

Core ITSM capabilities

Any serious ITSM software should include, out of the box:

• Incident and service request management.
• Problem and change management.
• CMDB and asset management.
• Knowledge management and self-service portal.
• SLA management and notifications.

HaloITSM delivers all of these ITIL‑aligned modules in a single, integrated platform. Data flows across modules, so, for example, a major incident can be linked to a problem record, known errors, affected assets, and related changes without manual duplication.

User experience and accessibility

Even the most powerful ITSM tools fail if agents and end users find them hard to use. You should look for:

• Clean, modern UI for service desk agents.
• Configurable dashboards and queues.
• Simple, branded self-service portals with clear service catalogues.
• Mobile access so technicians can update tickets on the move.

HaloITSM is known for its intuitive interface and configurable portals. Teams can tailor views and forms without coding, and end users get a straightforward portal to log requests, check status, and access knowledge articles.

Automation and workflows

Automation is a defining feature of the best ITSM tools. Look for:

• A low‑code or no‑code workflow designer.
• Rules for assignment, approvals, and escalations.
• Automated notifications and SLA timers.
• Reusable workflow templates.

HaloITSM’s automation engine allows teams to design visual workflows that handle everything from simple triage rules to complex multi‑step approvals. Because configuration is no‑code, process owners can iterate quickly without waiting for developers, which is a significant advantage over more rigid ITSM suites.

Integration and ecosystem

Modern ITSM solutions must integrate with the wider ecosystem: collaboration tools, identity providers, monitoring systems, and development platforms. For most organisations, key integrations include:

• Microsoft 365 and Azure AD for identity and email.
• Teams or Slack for notifications and chat.
• Jira or other dev tools for DevOps alignment.
• Monitoring tools to auto‑create incidents.

Leading platforms like HaloITSM support REST APIs and provide prebuilt connectors for common services. Integration with Microsoft Azure services is particularly important for many organisations; Microsoft’s own cloud documentation highlights how central identity, security, and automation have become in enterprise environments that HaloITSM can plug into.

If you already know that integrations, automation, and licensing will be major decision factors, a dedicated guide to ITSM vendor evaluation criteria can help you structure your comparison of the best ITSM tools and avoid common pitfalls in the RFP process.

Reporting and analytics

To manage IT as a service, you need data. Any shortlist of top ITSM tools should include solutions that offer:

• Configurable dashboards for different roles.
• SLA compliance and breach reporting.
• Trend analysis (e.g., incident volume by category).
• Export capabilities for BI tools.

HaloITSM includes ready‑to‑use dashboards that teams can adapt to track first response times, resolution times, backlog trends, and more. Leaders gain real‑time insight into service performance and where to invest.

Scalability and flexibility

Requirements change as organisations grow or expand ITSM into other departments. Therefore, the ITSM platform should:

• Scale from small teams to multi‑country operations.
• Support multiple departments (IT, HR, Facilities, Finance).
• Allow configuration without breaking upgrades.

HaloITSM supports enterprise service management (ESM), letting you spin up separate service catalogues and portals for non‑IT teams while still running on a single, shared platform.

Cost-effectiveness and licensing

Total cost of ownership (TCO) matters as much as feature lists. You need to consider:

• Licence or subscription costs.
• Implementation and consulting costs.
• Ongoing admin and support effort.
• Hidden charges for extra modules or add‑ons.

HaloITSM is typically more cost‑effective than heavyweight enterprise platforms, with transparent pricing that includes all major modules. That makes it attractive for organisations seeking the capabilities of the best ITSM tools without enterprise-suite overhead. If you want to go deeper into how to model TCO and ROI, you can follow a step‑by‑step ITSM cost and pricing framework to compare scenarios objectively.

Implementation and support

Even the best ITSM tools can fail without good implementation. You should evaluate:

• Time‑to‑value: how quickly can you go live on core processes?
• Quality and responsiveness of vendor support.
• Availability of expert partners for design and rollout.

HaloITSM projects, especially when delivered with SMC Consulting, often move from design to go‑live in weeks rather than months. SMC Consulting’s ITIL‑aligned process expertise helps organisations avoid over‑customisation and get practical value fast.

How do I evaluate the best ITSM tools?

To evaluate the best ITSM tools, compare:

• Core ITSM capabilities (incident, change, problem, CMDB, SLAs).
• User experience for agents and end‑users.
• Automation and workflow flexibility.
• Integrations and open APIs.
• Reporting and analytics.
• Scalability and multi‑department use.
• Total cost of ownership and licensing model.
• Implementation speed and quality of support.

Types of ITSM solutions and which might suit you

Not all ITSM software targets the same audience. Understanding the main categories helps you align tool choice with your size, complexity, and budget.

Enterprise ITSM platforms

Enterprise ITSM platforms, such as ServiceNow, offer very broad suites that go far beyond ITSM into IT Operations Management (ITOM), IT Business Management, HR service delivery, and more. Industry analysts like Gartner regularly highlight such platforms for their:

• Extensive module coverage and deep configuration options.
• Advanced AI and machine learning features.
• Large integration ecosystems and marketplaces.

However, these benefits come with trade‑offs:

• High licensing and implementation costs.
• Significant complexity and long rollout timelines.
• A need for specialised admin teams to run the platform.

They are typically best suited to very large enterprises with complex, highly customised needs and substantial budgets.

Mid‑market and modern cloud ITSM tools

Modern cloud ITSM tools focus on strong ITIL coverage, usability, and rapid deployment. This category is where HaloITSM sits. Typical characteristics include:

• Full ITSM suite (incidents, requests, problems, changes, CMDB, knowledge, assets).
• Intuitive UI and configurable portals.
• No‑code workflows and automation.
• Lower TCO and faster implementation than enterprise suites.

For many mid‑sized organisations, and even larger enterprises seeking to modernise, these platforms provide the best balance between functionality and simplicity. HaloITSM is a prime example: it delivers enterprise-ready capability in a cloud‑first, easy‑to‑administer package.

Lightweight or ticketing-focused tools

At the other end of the spectrum are lightweight helpdesk tools, often positioned as IT helpdesk software rather than full ITSM systems. They typically provide:

• Simple email‑to‑ticket conversion.
• Basic queues and SLAs.
• Limited automation and reporting.

While they can be quick to set up and inexpensive, they usually lack robust change management, problem management, CMDB, or asset management. Consequently, they tend to break down as process maturity and scale increase.

Where HaloITSM fits

HaloITSM is a cloud-native ITSM solution that brings many of the strengths of enterprise platforms—comprehensive ITIL coverage, automation, ESM support—without replicating their cost and complexity. It is particularly well suited to:

• Mid‑sized organisations upgrading from email/spreadsheet support.
• Larger enterprises modernising from legacy, on‑premise ITSM tools.
• Organisations rolling out service management to non‑IT teams.

What types of ITSM solutions are available?

ITSM solutions generally fall into three types:

• Enterprise ITSM platforms like ServiceNow, offering extensive features but at high cost and complexity.
• Mid‑market, cloud-based ITSM tools like HaloITSM, balancing rich ITIL capabilities with usability and lower TCO.
• Lightweight or ticketing-only tools that handle basic support tickets but lack full IT service management features.

Overview of the top ITSM tools on the market

When you look at the top ITSM tools, “top” does not always mean “right for you”. It simply means these platforms are widely adopted and frequently evaluated. Fit still depends on your processes, scale, and constraints. Nevertheless, reviewing them side‑by‑side is useful to frame your own shortlist.

HaloITSM: modern, flexible, cost-effective

HaloITSM is a cloud-based, ITIL-aligned ITSM software platform that includes:

• Incident, request, problem, and change management.
• CMDB and asset management.
• Knowledge base and self-service portal.
• SLA management, reporting, and dashboards.

The UX is modern for both agents and end users, with configurable forms, views, and portals. HaloITSM’s automation engine offers drag‑and‑drop workflow design and granular SLA rules, making it easy to implement consistent processes without custom code.

Crucially, HaloITSM supports enterprise service management by allowing HR, Facilities, and other departments to run on the same platform with their own service catalogues and queues. Combined with transparent, competitive pricing and implementations measured in weeks, these characteristics make HaloITSM a leading example of the best ITSM tools for modern organisations.

As a specialist HaloITSM implementation partner, SMC Consulting helps organisations:

• Analyse current service processes and maturity.
• Design optimised ITIL‑aligned workflows.
• Configure HaloITSM, integrate it with existing tools, and train teams for full adoption.

ServiceNow

ServiceNow is often viewed as the de facto enterprise ITSM standard. It offers:

• Comprehensive ITSM, ITOM, ITBM, HR, and more.
• Powerful workflow and automation capabilities.
• Advanced AI, virtual agents, and analytics.
• A very large integration and partner ecosystem.

However, this breadth leads to:

• High subscription and project costs.
• Complex configuration and longer implementation times.
• A level of scope that many mid‑sized organisations do not need.

For organisations seeking robust ITSM capabilities without enterprise‑suite complexity and cost, HaloITSM provides a compelling alternative. It delivers the ITSM and ESM features many teams require, with a lighter footprint and shorter time‑to‑value.

Jira Service Management

Jira Service Management (JSM) is popular with development and DevOps teams, as it integrates tightly with Jira Software and other Atlassian tools. It can be a good fit where:

• Teams already live inside the Atlassian ecosystem.
• There is a strong focus on linking incidents and changes to development work.

Nevertheless, building mature ITIL processes in JSM can require significant configuration and sometimes third‑party marketplace apps. Out‑of-the-box reporting and enterprise ITSM features may be more limited compared with dedicated ITSM platforms.

HaloITSM, by contrast, is designed as an ITSM-first system with rich incident, change, problem, and asset management out of the box. It can still integrate with Jira where needed, but you start from a service‑management‑centric foundation.

Freshservice

Freshservice is a cloud-native ITSM solution known for its clean interface and straightforward setup. It is often chosen by SMBs and mid‑market organisations looking for:

• A user-friendly service desk.
• Basic to intermediate ITSM capabilities.
• Quick deployment with minimal complexity.

For very large or highly regulated environments, however, it may lack some advanced workflow flexibility or enterprise-scale configuration options. HaloITSM offers a similarly modern user experience but tends to scale more comfortably into complex, multi‑department, or high‑volume scenarios.

Other notable ITSM solutions

There are other established ITSM tools on the market—including BMC, Ivanti, and ManageEngine—which can be attractive for specific niches such as mainframe-heavy environments or security‑centric operations. Yet many organisations are now moving from older, on‑premise or heavily customised platforms to modern cloud ITSM tools like HaloITSM to reduce complexity, avoid upgrade pain, and improve usability.

What are the top ITSM tools?

Popular top ITSM tools include HaloITSM, ServiceNow, Jira Service Management, Freshservice, and other platforms such as BMC and Ivanti. The best choice depends on your organisation’s size, complexity, and budget.

Why HaloITSM deserves a spot among the best ITSM tools

Among the best ITSM tools available today, HaloITSM stands out as a modern, cloud-first ITSM solution that combines enterprise-level capability with usability and strong value.

Comprehensive ITSM coverage

HaloITSM covers all core ITSM processes, including:

• Incident and service request management.
• Problem and change management.
• CMDB and asset management.
• Knowledge management and self-service portals.
• SLA tracking and reporting.

Because these modules share a common data model, you can build end‑to‑end workflows that link incidents to problems, changes, assets, and knowledge without integration gaps.

User-friendly design

Agents work in a clean, configurable interface where they can:

• Personalise dashboards and ticket views.
• Filter and group work by priority, service, customer, or other fields.
• Access related records quickly from a single screen.

End users see a branded self-service portal with a clear service catalogue and search-driven knowledge base. The platform is accessible via web and mobile, so technicians can update tickets on the move.

Powerful automation and configuration

HaloITSM’s automation engine is a core differentiator. It enables teams to:

• Build visual workflows for approvals, escalations, and notifications.
• Configure routing rules based on category, impact, or customer.
• Set SLA timers, alerts, and breach actions.
• Adjust forms, fields, and categories without writing code.

This no‑code approach means process owners can refine workflows as requirements evolve, rather than freezing them at go‑live.

Scalable ESM capabilities

HaloITSM is not limited to IT. It can support enterprise service management by:

• Creating separate service catalogues and queues for HR, Facilities, Finance, and more.
• Applying different SLAs, processes, and approval paths per team.
• Maintaining shared reporting and governance across departments.

This allows organisations to extend the benefits of structured service management far beyond the IT helpdesk.

Integration-ready platform

HaloITSM includes APIs and out-of-the-box integrations with common tools and identity providers, such as Azure AD, Microsoft 365, and collaboration platforms. Single sign‑on reduces login friction, while two‑way integrations keep data in sync with other systems of record. For technical teams, the availability of robust documentation at sources like the HaloITSM docs portal simplifies development and admin work.

Cost-effective with fast ROI

Because HaloITSM uses transparent, inclusive licensing and can be implemented relatively quickly, organisations often achieve a strong return on investment. You gain:

• Reduced manual effort through automation.
• Better visibility that drives smarter resourcing.
• Fewer service disruptions thanks to stronger processes.

All of this comes without the heavy ongoing admin or specialist skills that some enterprise platforms require.

The role of SMC Consulting

Tool choice is only half the equation. SMC Consulting helps organisations maximise HaloITSM’s value by:

• Assessing current ITSM maturity and identifying key pain points.
• Designing right‑sized, ITIL‑aligned processes.
• Configuring HaloITSM, designing workflows, and setting up integrations.
• Training service desk staff, process owners, and administrators.
• Providing ongoing support and continuous improvement guidance.

If you are shortlisting the best ITSM tools and want a more tactical comparison that focuses specifically on HaloITSM’s strengths and trade‑offs, a dedicated overview of HaloITSM implementation and consulting services shows how the platform can be tailored to your environment.

Why is HaloITSM considered one of the best ITSM tools?

HaloITSM is considered one of the best ITSM tools because it offers comprehensive ITIL-aligned modules, a modern and intuitive user interface, powerful no-code automation, enterprise service management capabilities, strong integrations, and transparent pricing. This combination of features, usability, and value makes HaloITSM a compelling ITSM solution for both mid‑market and enterprise organisations.

How to choose the best ITSM tool for your organisation

Choosing between the top ITSM tools requires a structured approach. The goal is not simply to pick the most feature‑rich platform, but the one that fits your requirements and can be adopted successfully.

Clarify your requirements

Start by documenting:

• Ticket volumes, team sizes, and locations.
• Which processes you must support (incident, request, change, problem, assets, etc.).
• Integration needs (directory services, monitoring tools, DevOps platforms).
• Compliance, audit, or security requirements (e.g., change approvals, retention).

This step makes it easier to separate *“must‑have”* from *“nice‑to‑have”* features later.

Prioritise capabilities

Next, decide which capabilities are essential. For many organisations, must‑haves include:

• Solid incident and request management.
• Change management with approvals and scheduling.
• SLA management and reporting.
• A usable self‑service portal.

More advanced AI features or extensive ITOM modules may be “nice‑to‑have” for some. HaloITSM covers the core must‑haves natively while providing room to grow into ESM and deeper automation as your maturity increases.

Assess usability and adoption

No matter how powerful an ITSM platform is, adoption will stall if people dislike using it. Therefore:

• Arrange demos focused on real‑world scenarios.
• Run time‑boxed trials with service desk agents and managers.
• Gather feedback from end users on the portal experience.

HaloITSM’s user-friendly UI often accelerates adoption because agents can work efficiently from day one and end users find it easy to log and track requests.

Run a structured evaluation

Shortlist two to four top ITSM tools, ideally including:

• At least one heavyweight enterprise platform.
• At least one modern cloud ITSM solution like HaloITSM.

Then, use the evaluation criteria from earlier: capabilities, UX, automation, integrations, reporting, scalability, cost, and implementation support. Scoring vendors against a common matrix reduces bias and clarifies trade‑offs.

Calculate total cost of ownership

Look beyond the headline licence price. Include:

• Subscription fees over three to five years.
• Implementation consulting and internal project time.
• Customisation and integration costs.
• Ongoing admin and upgrade overhead.

Because HaloITSM has inclusive licensing and does not require large admin teams, its TCO is often significantly lower than heavyweight suites while still delivering rich ITSM functionality.

Plan implementation and change management

Finally, plan how you will roll out your chosen tool:

• Appoint clear project ownership and governance.
• Plan training for service desk staff, process owners, and admins.
• Communicate changes to end users and set expectations.
• Consider a phased rollout (e.g., start with incident/requests, then add change and problem).

Partners like SMC Consulting can guide this journey for HaloITSM, ensuring that process design, configuration, and training are aligned.

How do I choose the best ITSM tool for my organisation?

To choose the best ITSM tool:

• Document your IT service processes and integration needs.
• Prioritise must-have features like incident, change, and SLA management.
• Shortlist 2–4 top ITSM tools that fit your size and budget.
• Evaluate usability, automation, integrations, and reporting via demos or trials.
• Compare total cost of ownership, not just licence price.
• Plan implementation, training, and change management from the start.

Implementation best practices with modern ITSM solutions

Buying one of the best ITSM tools is only the beginning. Long‑term success depends on how you implement and evolve your ITSM software.

Start with process design

Before configuring the tool, map your key processes:

• Incident and request lifecycles.
• Change workflows and approval paths.
• Categorisation and prioritisation rules.

This ensures you configure the ITSM solution to support clear, agreed‑upon ways of working, rather than embedding ad‑hoc practices.

Use out-of-the-box capabilities first

Modern platforms like HaloITSM ship with ITIL‑aligned templates and standard workflows. Whenever possible:

• Start with these defaults.
• Make minimal adjustments to reflect critical business rules.
• Avoid heavy customisation during phase one.

This approach speeds up go‑live and keeps upgrades simple.

Leverage automation wisely

Automation is central to the value of leading platforms like HaloITSM. You can:

• Automatically route tickets based on category or impact.
• Trigger approvals for specific change types or high‑risk requests.
• Send timely notifications to users and stakeholders.
• Escalate or reassign tickets when SLAs are at risk.

By using HaloITSM’s visual workflow builder, teams can create and refine automations iteratively without code.

Establish KPIs and dashboards

Define what success looks like, then use your ITSM system to measure it. Common KPIs include:

• First response time.
• Mean time to resolution (MTTR).
• SLA compliance rate.
• Ticket volume by category or service.
• Customer satisfaction (CSAT) scores.

HaloITSM’s reporting capabilities make it easy to surface these metrics on dashboards for agents, team leads, and executives. To go even deeper into what to measure once you’ve chosen your ITSM platform, a complete guide to service desk KPIs can help you connect your choice of the best ITSM tools to concrete performance outcomes.

Gather feedback and iterate

After go‑live, schedule regular feedback sessions with:

• Service desk agents.
• Process owners and IT managers.
• Representative end users.

Use this input to refine categories, forms, workflows, and knowledge content. HaloITSM’s flexible configuration means you can evolve the system continuously without disruptive re‑implementation projects.

SMC Consulting’s contribution

SMC Consulting supports each stage of this journey by:

• Designing and optimising ITSM processes.
• Configuring HaloITSM (workflows, forms, integrations).
• Training teams and producing practical documentation.
• Providing ongoing optimisation and support.

What are best practices for implementing ITSM software?

Best practices for implementing ITSM software include:

• Designing and documenting your ITSM processes before configuration.
• Starting with out-of-the-box workflows and customising gradually.
• Using automation for routing, approvals, and notifications.
• Defining KPIs and setting up dashboards from day one.
• Training users and collecting feedback for continuous improvement.

Summary: Finding the right ITSM software for long-term success

Choosing the right ITSM software is about more than ticking feature boxes. It is about aligning IT service management with business goals, ensuring your teams can work efficiently, and providing the visibility leaders need. When you assess the best ITSM tools, you should look at capabilities, user experience, automation, integrations, reporting, scalability, cost, and implementation support.

The landscape of top ITSM tools includes enterprise platforms like ServiceNow, dev‑centric tools like Jira Service Management, SMB‑friendly options like Freshservice, and modern cloud ITSM platforms like HaloITSM. Among these, HaloITSM stands out for its combination of comprehensive ITIL‑aligned capabilities, modern UX, powerful automation engine, ESM support, rich integrations, and cost‑effective pricing.

Whether you are evaluating the best ITSM tools for a new implementation or replacing legacy ITSM solutions, HaloITSM deserves a place on your shortlist of top ITSM tools. To explore how HaloITSM can support your organisation’s service management journey—and to benefit from expert guidance on process design, configuration, and rollout—you can engage SMC Consulting for a tailored assessment, demo, or proof of concept aligned to your needs.

What is the best ITSM tool for most organisations?

The best ITSM tool depends on your size, complexity, and budget, but many organisations find that modern cloud platforms like HaloITSM offer the best balance of ITIL-aligned features, usability, integrations, and cost. By comparing HaloITSM alongside other top ITSM tools such as ServiceNow, Jira Service Management, and Freshservice, you can identify the ITSM solution that fits your requirements and delivers the highest ROI.

What is the best ITSM tool for this topic?

For organisations seeking a modern, ITIL‑aligned platform with strong automation, ESM capabilities, and a cost‑effective licensing model, HaloITSM is the best ITSM tool to prioritise in your evaluation and shortlist.

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