The 10 best ITSM tools of 2026, compared side by side
Facts verified on September 6, 2026
An ITSM tool is the software an IT team uses to log, route, resolve and report on incidents, requests, changes and assets, usually following ITIL practices. This page compares the ten platforms European mid-market IT teams actually shortlist, on 60 points, with euro prices, EU-hosting facts and a fit finder you control.
Quick compare: HaloITSM against two tools of your choice
The 22 essentials, three tools side by side, no sideways scrolling. Every figure links to its source in the full matrix below.
Compare
HaloITSMOur pick
Point
HaloITSM
ServiceNow ITSM
Freshservice
Profile and commercial
Vendor, headquarters, ownership
HaloITSM
Halo Service Solutions Ltd is registered in the UK as an active private limited company (privately held, not publicly listed), incorporated 19 March 2001, per Companies House, with its registered office in Ardgay, Scotland. The vendor's own site states its operating global HQ was in Stowmarket, England for 17 years, moving to the Willis Building in Ipswich, Suffolk during 2026.
ServiceNow ITSM
ServiceNow, Inc., Santa Clara, California, USA. Publicly traded (NYSE: NOW, S&P 500), founded 2003.
Freshservice
Freshworks Inc., headquartered in San Mateo, California; Class A shares trade on the Nasdaq Stock Market under ticker FRSH.
Target segment
HaloITSM
States it is 'built for enterprise scale'; MSPs appear among the listed industry verticals (with public sector, retail, education, healthcare, law firms), no dedicated MSP description here.
ServiceNow ITSM
Enterprise Service Management extends ServiceNow beyond IT into Finance, HR, Legal and Procurement for large, multi-department organisations.
Freshservice
Freshworks markets Freshservice from SMB through large enterprise; published case studies include McLaren, RingCentral and Databricks.
Sweet-spot size (agents, end users)
HaloITSM
SMC's own comparison guide repeatedly frames HaloITSM's ratings around a 'mid-market context'; the vendor publishes no specific sweet-spot agent-count range.
ServiceNow ITSM
Marketed mainly to large enterprises; one 2026 pricing model prices both ~50-fulfiller and ~500-fulfiller deployments, with cost rising steeply either way.
Freshservice
Freshworks publishes no target agent-count range; SMC's delivered-project experience places the sweet spot at roughly 10-200 agents, SMB to mid-market.
Deployment options (SaaS cloud and regions, private cloud, on-premises)
HaloITSM
Multiple deployment models are offered: Halo Cloud (SaaS), Private Cloud, and a fully self-hosted On-Premise edition.
ServiceNow ITSM
SaaS/cloud with a mobile option; SMC's own side-by-side comparison lists no on-premises edition, unlike some ITSM rivals.
Freshservice
SaaS only; Freshworks lets customers choose a data-hosting region at signup from the US, EEA, UAE, India and Australia.
EU data residency
HaloITSM
YesSaaS runs on AWS in London and Frankfurt among six global regions for EU/UK residency; on-premise deployments keep data fully on the customer's own infrastructure.
ServiceNow ITSM
PartialConfirmed sovereign, in-country hosting only for Germany via the STACKIT partnership (German law, no US access); a broader named EU-region list wasn't confirmed today.
Freshservice
YesCustomers can choose the EEA region for data hosting at signup, covering ticket, contact and knowledge-base data; a separate sub-processor list is published.
Licence model
HaloITSM
Per agent (named or concurrent), all modules included, unlimited end users and portal users.
ServiceNow ITSM
Per named 'fulfiller' who resolves tickets; requesters are unlicensed. A 2026 rename swapped Standard/Pro/Enterprise for Foundation/Advanced/Prime tiers.
Freshservice
Per named agent, tiered by plan (Starter/Growth/Pro/Enterprise); higher tiers bundle more modules; only agents are billed, not end users or portal visitors.
Entry list price (€/agent/month, annual)
HaloITSM
€77Published UK price is £66/agent/month billed annually; converted at the ECB GBP/EUR reference rate (~1.1658 on 2026-09-01). Single all-inclusive tier, no separate entry edition. Onboarding package required at a bespoke price.
ServiceNow ITSM
On quoteNot published; no public price list. A 2026 third-party guide estimates the old Standard/Foundation tier at $70-100/fulfiller/month (~€60-86) before the April 2026 tier rename.
Freshservice
€16Starter tier, annual billing: $19/agent/month converted at fxUsdEur 0.86 (ECB, 2026-09-04).
3-year licence cost, 50 agents (list price)
HaloITSM
€138,600£66 ≈ €77 × 50 agents × 36 months, single all-inclusive tier. Onboarding package required at a bespoke price (not included).
ServiceNow ITSM
On quoteQuote only: the vendor publishes no list price.
Freshservice
€153,252Pro $99 ≈ €85.14 × 50 × 36. Growth ($49) is cheaper but lacks problem and change management.
ITIL 4 practices
Change enablement
HaloITSM
●●●●●4/5Standard, normal and emergency changes with CAB reviews, risk checks, change calendars, implementation plans and rollback steps, linked to incidents and assets.
ServiceNow ITSM
●●●●●5/5Change and release management bundles a change calendar with a collision detector that flags conflicting changes before they ship.
Freshservice
●●●●●3/5Change Advisory Board workflow with change calendars, rollout/backout plans and business-impact assessment, available from the Pro tier.
CMDB and configuration management
HaloITSM
●●●●●4/5CI relationships connect servers, applications, services and users; impact analysis for incidents and changes draws instantly on these live relationship maps.
ServiceNow ITSM
●●●●●5/5CMDB aligns to the Common Service Data Model and is fed by Discovery-validated CI data for real dependency and impact mapping, per an independent ITOM write-up.
Freshservice
●●●●●3/5CI classes and relationships are populated by the native Discovery Agent and network probe, covering hardware/software inventory rather than a dedicated dependency-mapping module.
ITIL 4 certification (PeopleCert, formerly PinkVERIFY)
HaloITSM
CertifiedListed in PeopleCert's ITIL 4 register as HaloITSM v2.132, Bronze level, 11 practices certified, including change enablement, incident and problem management (PeopleCert, checked 2026-09-06).
ServiceNow ITSM
Not certifiedNot in PeopleCert's ITIL 4 certified-software register (checked 2026-09-06); historic PinkVERIFY listing on Pink Elephant's own site covers 18 ITSM processes, undated.
Freshservice
CertifiedListed in PeopleCert's ITIL 4 register as Freshservice 2022.R02L.01, Gold level, 14 practices certified, from incident to service configuration management (PeopleCert, checked 2026-09-06).
Beyond IT
Enterprise service management (HR, facilities, finance)
HaloITSM
●●●●●4/5One unified platform covers HR-style onboarding/offboarding requests plus facilities and finance-adjacent workflows, 'included as standard' with no separate ESM licence.
ServiceNow ITSM
●●●●●5/5Enterprise Service Management combines ITSM with Customer Service Management and HR Service Delivery to extend standardised delivery to Finance, HR and Legal.
Freshservice
●●●●●3/5Dedicated HR, Facilities, Finance and Legal workspaces with complete data segregation on a single Freshservice instance, marketed as Freshservice for Business Teams.
Multi-tenancy and MSP mode
HaloITSM
●●●●●2/5Federated administration and sub-admin permissions let departments manage their own areas; a dedicated MSP mode with separate customer billing isn't documented for HaloITSM (that's a HaloPSA feature).
ServiceNow ITSM
●●●●●3/5Domain separation logically separates data, processes and admin between service providers, customers, partners or sub-orgs, but ServiceNow's own docs are silent on per-client billing.
Freshservice
●●●●●2/5MSP mode gives each client company its own portal and branding in one account, but workspaces are unavailable in that mode; full data isolation needs separate accounts.
Automation, AI and integration
No-code workflow builder
HaloITSM
●●●●●4/5Admins configure forms, fields, workflows, portals, rules, automations and reports without code, per vendor documentation.
ServiceNow ITSM
●●●●●4/5Independent feature audits confirm both no-code and code-based workflow customisation, plus configurable automated ticket routing.
Freshservice
●●●●●4/5Drag-and-drop workflow builder with intelligent automations such as ticket routing, plus Freddy AI suggesting next-best actions.
AI assistance for agents
HaloITSM
●●●●●4/5Halo AI performs ticket triage, categorisation, summarisation, sentiment analysis, suggested replies and knowledge suggestions via a built-in OpenAI connection or the customer's own AI provider key.
ServiceNow ITSM
●●●●●5/5Now Assist provides case summarisation, drafted replies and knowledge-article generation for agents, per an independent AI-pricing analysis.
Freshservice
●●●●●4/5Freddy AI Copilot summarises tickets, drafts replies and suggests categorisation; a $29/agent/month add-on on Growth, Pro and Enterprise alike, never bundled free.
Microsoft 365 depth (Entra ID, Intune, Azure, Power Platform)
HaloITSM
●●●●●3/5Integrates with Microsoft Entra for single sign-on, with enforced MFA and conditional-access policies delegated to the customer's identity provider; Power Platform and Power BI depth aren't detailed here.
ServiceNow ITSM
●●●●●4/5SAML SSO and Entra ID user/group provisioning both work, but Microsoft's own tutorial shows the provisioning runs over the legacy SOAP API, not native SCIM 2.0.
Freshservice
●●●●●3/5SAML SSO and automatic SCIM user provisioning with Microsoft Entra ID are both documented; no native Intune device-sync or Power Platform connector was found.
Experience and reporting
Agent experience and ease of use
HaloITSM
●●●●●4/5G2 reviewers rate the product 4.8/5 overall and single out ease of use; limited UI customisation depth is the main complaint raised.
ServiceNow ITSM
●●●●●3/5Verified reviews give a 4.2/5 ease-of-use score, yet the same reviews describe 'a steep learning curve' and an interface that 'can feel clunky' for non-experts.
Freshservice
●●●●●5/5G2 (4.6/5 from 1,300+ reviews) and Gartner Peer Insights (about 4.4/5) both show reviewers praising a clean interface that new agents learn quickly.
Ease of ongoing change
HaloITSM
●●●●●4/5No-code configuration of workflows, forms and SLAs is built for admins to change after go-live; sandbox and versioning behaviour is not publicly detailed.
ServiceNow ITSM
●●●●●2/5Reviewers describe the platform as needing 'deep platform knowledge' to configure; the same complexity plausibly extends to post-go-live changes, though not confirmed specifically.
Freshservice
●●●●●3/5Admins can edit workflows, forms and SLAs after go-live, but a sandbox to stage and test changes before syncing them live is an Enterprise-only feature.
Trust and risk
Review scores (G2, Gartner Peer Insights)
HaloITSM
G2: 4.8/5 (22 reviews). Gartner Peer Insights: 4.6/5 (192 reviews) in the IT Service Management Platforms market, captured Sep 2026.
ServiceNow ITSM
G2 and Gartner blocked re-fetch; GetApp shows 4.5/5 overall and 4.5/5 ease-of-use (357 reviews); Software Advice separately shows 4.2/5 ease-of-use.
Freshservice
G2: 4.6/5 from over 1,300 reviews. Gartner Peer Insights: roughly 4.4/5 from about 900 reviews. Both captured September 2026.
Encryption and key management (BYOK / HYOK)
HaloITSM
PartialThe vendor states data and devices are encrypted where possible; no BYOK/HYOK is named for the cloud edition, though self-hosted gives full key control.
ServiceNow ITSM
PartialEncryption at rest and in transit is standard; whether customer-managed keys (BYOK/HYOK) are offered wasn't confirmed today, as trust.servicenow.com blocked automated access.
Freshservice
NoAES-256 encryption at rest and TLS 1.2 in transit are documented, but no bring-your-own-key or hold-your-own-key option is published for the SaaS-only product.
Delivery and SMC verdict
Time to value (weeks to first live process)
HaloITSM
SMC's own comparison guide rates HaloITSM implementation time to value as 'Adequate (8–16 wks)' for a mid-market ITIL scope.
ServiceNow ITSM
Independent guides put a single ServiceNow ITSM module live in 3-6 months, with large multi-module transformations taking 12+ months.
Freshservice
Freshworks states that 80% of customers go live within 90 days of starting implementation.
SMC verdict: best for, not for
HaloITSM
SMC's guide: HaloITSM suits organisations where governance reduces risk (strict SLAs, CAB, audit, CMDB-centred incidents); Freshservice suits rapid rollouts prioritising out-of-the-box AI deflection instead.
ServiceNow ITSM
Best for large, governance-heavy enterprises running IT plus HR, finance and CSM; not for cost-sensitive mid-market teams wanting fast, predictable ITSM value.
Freshservice
Best for a fast, cloud-native rollout with strong AI deflection; not for deep change/problem governance or enterprise service management from day one.
Fit finder: rank the tools for your situation
Set your size and what matters. The ranking updates live and the URL updates with it, so you can share the result.
Ranking for this profile
- 1HaloITSMStrong on: Low cost, ITIL 4 depth83
- 2Jira Service ManagementStrong on: Low cost, ITIL 4 depth74
- 3ManageEngine ServiceDesk PlusStrong on: Low cost, EU hosting or self-host71
- 4FreshserviceStrong on: Fast rollout, Low cost68
- 5TOPdeskStrong on: Low cost, EU hosting or self-host68
- 6GLPIStrong on: Low cost, EU hosting or self-host67
- 7ServiceNow ITSMStrong on: ITIL 4 depth, CMDB and assets66
- 8EasyVista Service ManagerStrong on: Low cost, EU hosting or self-host65
- 9Ivanti Neurons for ITSMStrong on: ITIL 4 depth, EU hosting or self-host63
- 10Xurrent (formerly 4me)Strong on: Low cost, ITIL 4 depth62
The weights are yours. HaloITSM leads most mid-market profiles because of its real profile, not a thumb on the scale. Push size to over 2,000 with cost ignored and ServiceNow wins; make cost the only thing that matters and GLPI wins.
Head to head: pick two or three tools
All 60 points side by side. Start from a common pairing or build your own.
HaloITSMServiceNow ITSMUp to three tools at a time.
| HaloITSM | ServiceNow ITSM | |
|---|---|---|
| Profile and commercial | ||
| Vendor, headquarters, ownership | Halo Service Solutions Ltd is registered in the UK as an active private limited company (privately held, not publicly listed), incorporated 19 March 2001, per Companies House, with its registered office in Ardgay, Scotland. The vendor's own site states its operating global HQ was in Stowmarket, England for 17 years, moving to the Willis Building in Ipswich, Suffolk during 2026. | ServiceNow, Inc., Santa Clara, California, USA. Publicly traded (NYSE: NOW, S&P 500), founded 2003. |
| Target segment | States it is 'built for enterprise scale'; MSPs appear among the listed industry verticals (with public sector, retail, education, healthcare, law firms), no dedicated MSP description here. | Enterprise Service Management extends ServiceNow beyond IT into Finance, HR, Legal and Procurement for large, multi-department organisations. |
| Sweet-spot size (agents, end users) | SMC's own comparison guide repeatedly frames HaloITSM's ratings around a 'mid-market context'; the vendor publishes no specific sweet-spot agent-count range. | Marketed mainly to large enterprises; one 2026 pricing model prices both ~50-fulfiller and ~500-fulfiller deployments, with cost rising steeply either way. |
| Deployment options (SaaS cloud and regions, private cloud, on-premises) | Multiple deployment models are offered: Halo Cloud (SaaS), Private Cloud, and a fully self-hosted On-Premise edition. | SaaS/cloud with a mobile option; SMC's own side-by-side comparison lists no on-premises edition, unlike some ITSM rivals. |
| EU data residency | YesSaaS runs on AWS in London and Frankfurt among six global regions for EU/UK residency; on-premise deployments keep data fully on the customer's own infrastructure. | PartialConfirmed sovereign, in-country hosting only for Germany via the STACKIT partnership (German law, no US access); a broader named EU-region list wasn't confirmed today. |
| Licence model | Per agent (named or concurrent), all modules included, unlimited end users and portal users. | Per named 'fulfiller' who resolves tickets; requesters are unlicensed. A 2026 rename swapped Standard/Pro/Enterprise for Foundation/Advanced/Prime tiers. |
| Entry list price (€/agent/month, annual) | €77Published UK price is £66/agent/month billed annually; converted at the ECB GBP/EUR reference rate (~1.1658 on 2026-09-01). Single all-inclusive tier, no separate entry edition. Onboarding package required at a bespoke price. | On quoteNot published; no public price list. A 2026 third-party guide estimates the old Standard/Foundation tier at $70-100/fulfiller/month (~€60-86) before the April 2026 tier rename. |
| Mid-tier price (€/agent/month) | €77No separate mid-tier exists: the same ~€77/agent/month price already includes full ITIL scope (CMDB, problem, change, ITAM) with no bolt-ons. | On quoteNot published. One 2026 guide estimates ITSM Standard at $90-100/fulfiller/month (~€77-86) and Professional (with AI) at $150-160+/fulfiller/month (~€129-138). |
| Free trial or free tier | 30-day free trial with all features, no credit card required. SMC also runs its own 15-day guided evaluation programme separately. | No free trial or free plan; ServiceNow requires a sales conversation and signed contract before you can log in and test the platform. |
| Contract minimums and flexibility | No published minimum agent count; monthly or annual billing at the same per-agent rate; no price-escalator clause found, only ARR-milestone volume discounts. | Annual contracts typically carry 5-10% renewal price escalators; multi-year (3+ year) terms unlock deeper discounts but need negotiated exit rights. |
| 3-year licence cost, 50 agents (list price) | €138,600£66 ≈ €77 × 50 agents × 36 months, single all-inclusive tier. Onboarding package required at a bespoke price (not included). | On quoteQuote only: the vendor publishes no list price. |
| Local presence and language (FR/NL) | YesSMC Consulting is an officially certified HaloITSM implementation partner across Belgium, France, Luxembourg and Switzerland, with native support in English, French and Dutch. | PartialA real European partner ecosystem exists (Plat4mation: 500+ experts, Netherlands-based, self-described '#1 ServiceNow pure-player in Europe'); Belgium/France coverage wasn't itemised. |
| Price transparency | YesFull per-agent price is published with every capability included and no gated add-ons; only the custom fixed-fee Enterprise tier is quote-based. | NoServiceNow 'does not publish an official public pricing calculator because it prices by custom quote'; only a vendor-prepared quote is binding, per an independent 2026 pricing guide. |
| ITIL 4 practices | ||
| Incident management | ●●●●●4/5Captures issues from different channels, routes them to the right team, and tracks SLAs/OLAs; a major-incident console groups related tickets and coordinates updates. | ●●●●●5/5Independent feature audits confirm multi-channel incident capture (email, chat, phone) with automated routing, escalation alerts and real-time notifications. |
| Service request and catalogue | ●●●●●4/5Catalogue builder with forms, approvals, tasks and automation covers access, software, hardware, onboarding and offboarding requests with portal tracking. | ●●●●●5/5Independent feature audits call out the Service Catalog as a standout, backed by a self-service portal for status tracking and issue reporting. |
| Problem management | ●●●●●4/5Links related incidents, records known errors and tracks root-cause investigations, connected to affected services, assets, changes and knowledge articles. | ●●●●●4/5Problem management tools support root-cause investigation aimed at preventing recurring disruptions, per independent feature audits. |
| Change enablement | ●●●●●4/5Standard, normal and emergency changes with CAB reviews, risk checks, change calendars, implementation plans and rollback steps, linked to incidents and assets. | ●●●●●5/5Change and release management bundles a change calendar with a collision detector that flags conflicting changes before they ship. |
| Release and deployment | ●●●●●3/5The integrations directory lists 'Software Releases' as a feature and native Azure DevOps and GitHub connectors; no native CI/CD pipeline orchestration is documented. | ●●●●●3/5Release is bundled into 'change and release management' (shared calendar, collision detector) rather than scored separately; DevOps-pipeline detail wasn't confirmed today. |
| Knowledge management | ●●●●●3/5Knowledge articles support documentation and workarounds across workflows, and Halo AI offers knowledge suggestions; full article-lifecycle detail isn't published. | ●●●●●4/5Knowledge Base Management and Knowledge Management are both listed as core, named capabilities alongside portal search, per independent feature audits. |
| Service level management (SLA, OLA, XLA) | ●●●●●3/5SLA and OLA tracking is confirmed across ticket workflows; the vendor's feature page doesn't detail multiple concurrent policies, business-hours calendars, or a separate XLA metric. | ●●●●●4/5Service Level Agreement management is a named, listed core capability; deeper breadth (multiple concurrent SLAs, OLA/XLA) wasn't confirmed today. |
| CMDB and configuration management | ●●●●●4/5CI relationships connect servers, applications, services and users; impact analysis for incidents and changes draws instantly on these live relationship maps. | ●●●●●5/5CMDB aligns to the Common Service Data Model and is fed by Discovery-validated CI data for real dependency and impact mapping, per an independent ITOM write-up. |
| IT asset management | ●●●●●4/5Tracks hardware and software lifecycle end to end, flags over- or under-licensed compliance gaps, and alerts on contract renewal windows automatically. | ●●●●●4/5Independent feature audits confirm asset management tracks hardware, software and virtual infrastructure; separate-module licensing wasn't confirmed today. |
| Discovery and inventory | PartialNo native discovery agent; HaloITSM integrates with Lansweeper's Data API, and webhooks push asset updates to Halo's API immediately when devices change. | YesDiscovery stabilises CI data quality so the CMDB can be relied on as the system of record, per an independent ITOM implementation write-up. |
| ITIL 4 certification (PeopleCert, formerly PinkVERIFY) | CertifiedListed in PeopleCert's ITIL 4 register as HaloITSM v2.132, Bronze level, 11 practices certified, including change enablement, incident and problem management (PeopleCert, checked 2026-09-06). | Not certifiedNot in PeopleCert's ITIL 4 certified-software register (checked 2026-09-06); historic PinkVERIFY listing on Pink Elephant's own site covers 18 ITSM processes, undated. |
| Beyond IT | ||
| Enterprise service management (HR, facilities, finance) | ●●●●●4/5One unified platform covers HR-style onboarding/offboarding requests plus facilities and finance-adjacent workflows, 'included as standard' with no separate ESM licence. | ●●●●●5/5Enterprise Service Management combines ITSM with Customer Service Management and HR Service Delivery to extend standardised delivery to Finance, HR and Legal. |
| Multi-tenancy and MSP mode | ●●●●●2/5Federated administration and sub-admin permissions let departments manage their own areas; a dedicated MSP mode with separate customer billing isn't documented for HaloITSM (that's a HaloPSA feature). | ●●●●●3/5Domain separation logically separates data, processes and admin between service providers, customers, partners or sub-orgs, but ServiceNow's own docs are silent on per-client billing. |
| Project and portfolio management | YesProject Management is a dedicated platform capability with its own section, distinct from the ticketing and change workflows. | PartialStrategic Portfolio Management is generally understood as a separate ServiceNow line from ITSM; no page reachable today (servicenow.com blocked, adjacent ESM overviews silent) confirmed this. |
| External customer support (CSM) | YesCustomer Service Management is confirmed as a core offering ('deliver exceptional customer experiences at every touchpoint') with omnichannel listed as a capability. | YesCustomer Service Management covers case management, an agent workspace and omnichannel, self-service customer portals, per an independent product overview. |
| SIAM and multi-provider | NoNo dedicated SIAM module was found; exchanging tickets across multiple external providers would need a custom API or workflow build. | PartialGeneral ecosystem knowledge places Vendor Manager Workspace/SIAM-style workflows in the platform; no page reachable today, including this one, independently confirmed the specific capability. |
| Automation, AI and integration | ||
| No-code workflow builder | ●●●●●4/5Admins configure forms, fields, workflows, portals, rules, automations and reports without code, per vendor documentation. | ●●●●●4/5Independent feature audits confirm both no-code and code-based workflow customisation, plus configurable automated ticket routing. |
| AI assistance for agents | ●●●●●4/5Halo AI performs ticket triage, categorisation, summarisation, sentiment analysis, suggested replies and knowledge suggestions via a built-in OpenAI connection or the customer's own AI provider key. | ●●●●●5/5Now Assist provides case summarisation, drafted replies and knowledge-article generation for agents, per an independent AI-pricing analysis. |
| AI agents and virtual agent | ●●●●●3/5The virtual agent lets end users raise requests, check ticket status and get answers conversationally, 24/7 across departments; the vendor claims ticket deflection but publishes no supporting metrics. | ●●●●●5/5Higher Now Assist tiers add agentic components that can close cases and trigger workflows automatically, per independent analysis; deflection outcomes aren't independently measured. |
| Self-service portal | ●●●●●4/5Branded self-service portal lets end users submit catalogue requests and track progress; the same feature page separately lists omnichannel intake channels. | ●●●●●5/5Service Portal builds mobile-friendly self-service portals that non-technical admins rebrand in the Branding Editor while developers extend pages and widgets into full web applications. |
| Microsoft Teams and Slack apps | YesTickets can be created from Teams messages, updates push to channels as notifications, and a 1-2-1 bot supports following and finding tickets, per Halo's own Teams integration guide. | YesNative Virtual Agent live chat is confirmed inside Microsoft Teams; a separate 'Now Virtual Agent' Slack app resolves routine IT and HR requests via chat. |
| Microsoft 365 depth (Entra ID, Intune, Azure, Power Platform) | ●●●●●3/5Integrates with Microsoft Entra for single sign-on, with enforced MFA and conditional-access policies delegated to the customer's identity provider; Power Platform and Power BI depth aren't detailed here. | ●●●●●4/5SAML SSO and Entra ID user/group provisioning both work, but Microsoft's own tutorial shows the provisioning runs over the legacy SOAP API, not native SCIM 2.0. |
| Native integrations and marketplace | ●●●●●4/5The integration directory spans 18+ categories (monitoring, ITAM, DevOps, finance, SSO) with named connectors; the vendor does not publish a total connector count. | ●●●●●4/5IntegrationHub ships pre-built spokes for third-party systems and lets teams build custom spokes, but ServiceNow publishes no connector count, so best-in-class breadth is not evidenced. |
| API, webhooks and iPaaS | ●●●●●3/5Lansweeper pushes asset updates to Halo's API via webhooks in real time, confirming inbound API/webhook support; no native n8n or Power Automate connector was found. | ●●●●●3/5REST API exports work, but default limits (10,000 rows) need admin changes for bulk use, and DIY API/ETL integration is resource-intensive, per an independent migration-tooling analysis. |
| Monitoring and event management (ITOM) | YesPRTG's native integration ingests monitoring alerts and creates them as HaloITSM tickets automatically for triage and action, per Halo's own integration guide. | YesEvent Management correlates monitoring alerts to mapped business services, replacing alert noise with actionable signals, per an independent ITOM write-up. |
| AI pricing and data handling | Halo AI runs on a built-in OpenAI connection at no extra cost; customers can instead connect their own AI provider via their own API key. The built-in option's hosting region isn't stated. | Now Assist ships in 2026 tiers with consumption-based token pools rather than a flat per-user add-on; per-tenant data-handling terms are quote-specific. |
| Experience and reporting | ||
| Agent experience and ease of use | ●●●●●4/5G2 reviewers rate the product 4.8/5 overall and single out ease of use; limited UI customisation depth is the main complaint raised. | ●●●●●3/5Verified reviews give a 4.2/5 ease-of-use score, yet the same reviews describe 'a steep learning curve' and an interface that 'can feel clunky' for non-experts. |
| Ease of initial configuration | ●●●●●3/5Admins configure forms, workflows and SLAs without code per vendor documentation, but the breadth of the all-in-one platform adds initial setup surface. | ●●●●●2/5User reviews call initial configuration 'not too easy', needing 'time and skill' and administrators with 'deep platform knowledge', though usable once set up. |
| Mobile app | YesFree native iOS and Android apps let agents view assigned tickets, act on workflows and receive notifications away from the desktop. | PartialAn independent comparison lists mobile as a supported deployment option alongside SaaS/cloud; app-specific iOS/Android feature depth wasn't confirmed today. |
| Reporting and dashboards | ●●●●●4/5Over 1,000 out-of-the-box reports and dashboards cover tickets, SLAs, teams, assets, changes and satisfaction, plus a no-code query builder for custom reports. | ●●●●●4/5Independent audits confirm customisable, real-time dashboards and reporting/analytics beyond basic list views; specific product names weren't confirmed today. |
| Data export and Power BI | YesHalo has a built-in Power BI integration that combines Halo data with other business metrics on a centralised dashboard, per the vendor's own integration page. | PartialCSV/XML/JSON/Excel export is confirmed with a default 10,000-row cap needing admin action; a native Power BI or ODBC connector wasn't confirmed today. |
| UI and portal languages (FR, NL, EN, DE) | PartialThe vendor lists 'Language' as an advanced platform feature but does not publish which UI or portal languages are supported, or the translation quality. | PartialServiceNow is widely known to ship many UI language packs, but no page reachable today independently confirmed French, Dutch and German coverage specifically. |
| Ease of ongoing change | ●●●●●4/5No-code configuration of workflows, forms and SLAs is built for admins to change after go-live; sandbox and versioning behaviour is not publicly detailed. | ●●●●●2/5Reviewers describe the platform as needing 'deep platform knowledge' to configure; the same complexity plausibly extends to post-go-live changes, though not confirmed specifically. |
| Trust and risk | ||
| Security certifications (ISO 27001, SOC 2) | CertifiedStates ISO 27001 and SOC 2 Type II compliance plus Cyber Essentials, with certificate documentation available on request via the trust portal. | CertifiedCSA STAR Level 2 (ISO/IEC 27001-based) certified and listed for the EU Cloud Code of Conduct; vendor-claimed SOC 1/2 and FedRAMP High not re-verified today. |
| GDPR and NIS2 support | PartialGDPR DPA, EU AWS hosting, data-subject-rights tooling and audit logging are confirmed; no NIS2-specific incident-reporting workflow is documented. | YesListed for the EU Cloud Code of Conduct, which CSA states 'legally demonstrates GDPR compliance'; broader DPA/sub-processor documentation wasn't re-confirmed today. |
| Vendor stability and roadmap cadence | ●●●●●3/5The vendor's own site cites a new 'Willis Building' global HQ, suggesting continued growth; no independent evidence of a recent ownership change or a public roadmap page was found. | ●●●●●5/5Publicly traded (NYSE: NOW, S&P 500) since its 2012 IPO, with no ownership-change risk across a two-decade operating history. |
| Review scores (G2, Gartner Peer Insights) | G2: 4.8/5 (22 reviews). Gartner Peer Insights: 4.6/5 (192 reviews) in the IT Service Management Platforms market, captured Sep 2026. | G2 and Gartner blocked re-fetch; GetApp shows 4.5/5 overall and 4.5/5 ease-of-use (357 reviews); Software Advice separately shows 4.2/5 ease-of-use. |
| Lock-in and exit | ●●●●●3/5The GDPR page states customer data is deleted up to 3 months after contract end, which shortens the practical window to export historical data before deletion. | ●●●●●2/5Default export limits (10,000 rows) and the overhead of maintaining DIY API/ETL integrations make full self-service data extraction harder than it looks. |
| Encryption and key management (BYOK / HYOK) | PartialThe vendor states data and devices are encrypted where possible; no BYOK/HYOK is named for the cloud edition, though self-hosted gives full key control. | PartialEncryption at rest and in transit is standard; whether customer-managed keys (BYOK/HYOK) are offered wasn't confirmed today, as trust.servicenow.com blocked automated access. |
| Identity: SSO, MFA, RBAC, SCIM | PartialSSO integrates with Microsoft Entra, and conditional-access/MFA policies apply at the identity-provider level; role/queue sync, granular RBAC and SCIM aren't detailed on this page. | PartialSAML/OIDC SSO, IdP-based MFA and granular RBAC are mature; Microsoft's own tutorial shows Entra ID provisioning to ServiceNow runs over the legacy SOAP API, not native SCIM 2.0. |
| Audit logging and data retention controls | PartialAudit trails and security logging are standard, but documented retention is fixed (e.g. 3 months post-contract), not configurable per record type. | PartialISO/IEC 27001 certification (confirmed via CSA STAR) requires logged, reviewable controls in principle; the platform's specific audit-log mechanics weren't confirmed today, vendor docs blocked. |
| Vulnerability track record and disclosure | Publishes a vulnerability disclosure policy with 48-hour response for critical/high issues; cites CVE-2025-55182 (unaffected) and CVE-2025-55315 (patched). | Real in-the-wild attacks targeted three 2024 CVEs (critical/medium severity); a related 2025 high-severity ACL bug drew no confirmed active exploitation. |
| Delivery and SMC verdict | ||
| Time to value (weeks to first live process) | SMC's own comparison guide rates HaloITSM implementation time to value as 'Adequate (8–16 wks)' for a mid-market ITIL scope. | Independent guides put a single ServiceNow ITSM module live in 3-6 months, with large multi-module transformations taking 12+ months. |
| Partner ecosystem in Benelux and France | ●●●●●3/5SMC Consulting is an officially certified HaloITSM implementation partner across Belgium, France, Luxembourg and Switzerland, delivering natively in English, French and Dutch. | ●●●●●5/5Plat4mation alone fields 500+ ServiceNow experts as a self-described dedicated European 'pure-player' partner, based in the Netherlands. |
| Migration tooling and typical effort | SMC's migration guide describes a four-phase framework: discovery and target blueprint, HaloITSM build and integrations, data migration and validation, then cutover and hypercare. | Default exports cap at 10,000 rows until an admin raises the limit; DIY API/ETL integration is resource-intensive, so specialist migration tools exist. |
| SMC experience with the tool | SMC Consulting is an officially certified HaloITSM implementation partner (Belgium, France, Luxembourg, Switzerland) with ITIL v4-certified consultants and a structured migration methodology. | SMC's practice centres on HaloITSM delivery; ServiceNow is engaged through comparative platform assessments and migration-out scenarios, not net-new builds. |
| SMC verdict: best for, not for | SMC's guide: HaloITSM suits organisations where governance reduces risk (strict SLAs, CAB, audit, CMDB-centred incidents); Freshservice suits rapid rollouts prioritising out-of-the-box AI deflection instead. | Best for large, governance-heavy enterprises running IT plus HR, finance and CSM; not for cost-sensitive mid-market teams wanting fast, predictable ITSM value. |
Full comparison matrix: 60 points, 7 groups
Open a group to see every point. Hover a score for the reason.
AProfile and commercial(13)
| HaloITSM | ServiceNow ITSM | Freshservice | Jira Service Management | TOPdesk | EasyVista Service Manager | Ivanti Neurons for ITSM | Xurrent (formerly 4me) | GLPI | ManageEngine ServiceDesk Plus | |
|---|---|---|---|---|---|---|---|---|---|---|
| Vendor, headquarters, ownershipVendor site and company registry. Ownership matters for roadmap risk (PE-owned, listed, open source). | Halo Service Solutions Ltd is registered in the UK as an active private limited company (privately held, not publicly listed), incorporated 19 March 2001, per Companies House, with its registered office in Ardgay, Scotland. The vendor's own site states its operating global HQ was in Stowmarket, England for 17 years, moving to the Willis Building in Ipswich, Suffolk during 2026. | ServiceNow, Inc., Santa Clara, California, USA. Publicly traded (NYSE: NOW, S&P 500), founded 2003. | Freshworks Inc., headquartered in San Mateo, California; Class A shares trade on the Nasdaq Stock Market under ticker FRSH. | Public company (NASDAQ: TEAM), founded 2002 by Mike Cannon-Brookes and Scott Farquhar; dual HQ in Sydney and San Francisco. | TOPdesk Nederland B.V.; founded by Frank Droogsma and Wolter Smit, who began developing the software in 1993 and incorporated the company in 1997, in Delft. | EasyVista SA, registered office at Noisy-le-Grand (Paris area), France; Eurazeo PME acquired approximately 67.2% of its share capital in September 2020. | Ivanti, South Jordan, Utah, US; private-equity owned (Clearlake Capital), formed in 2017 from the LANDESK–HEAT Software merger. | Xurrent, Inc.; headquartered in Santa Barbara, California, US. Formerly named 4me, rebranded in 2024. New CEO (Brian Wenngatz) since February 2026. | Teclib' is a French company that publishes GLPI as open-source software; the GitHub repository confirms a GPL v3 licence, not a proprietary one. | Zoho Corporation, ManageEngine's parent, is privately owned, bootstrapped and not publicly traded, headquartered in Chennai, India, with US operations in Texas. |
| Target segmentSMB, mid-market, enterprise or MSP, from vendor positioning and SMC project history. | States it is 'built for enterprise scale'; MSPs appear among the listed industry verticals (with public sector, retail, education, healthcare, law firms), no dedicated MSP description here. | Enterprise Service Management extends ServiceNow beyond IT into Finance, HR, Legal and Procurement for large, multi-department organisations. | Freshworks markets Freshservice from SMB through large enterprise; published case studies include McLaren, RingCentral and Databricks. | Markets itself to bring "development, IT support, and operations teams together"; strongest fit is dev-centric organisations already on Jira. | Named target sectors include education, healthcare, local government and manufacturing; case studies point to mid-sized to large organisations. | Serves education, manufacturing, public sector, financial services, retail and healthcare; the homepage does not state a target company-size segment. | Ivanti's own product page speaks generically of serving 'the enterprise' and 'IT teams worldwide', without defining a specific segment or company size. | Gartner's 2026 ITSM Magic Quadrant names Xurrent a Niche Player for the midsize enterprise; Managed Service Providers is a named target segment on the homepage. | Positions for SMB to large public-sector and enterprise IT teams; case studies include Airbus, Telefónica and France's Ministry of Agriculture. | Tiered per-technician pricing (Standard/Professional/Enterprise) targets SMB and mid-market IT teams; a separate MSP edition serves managed service providers. |
| Sweet-spot size (agents, end users)Range where the tool is proven and priced well. SMC judgement plus reference customers. | SMC's own comparison guide repeatedly frames HaloITSM's ratings around a 'mid-market context'; the vendor publishes no specific sweet-spot agent-count range. | Marketed mainly to large enterprises; one 2026 pricing model prices both ~50-fulfiller and ~500-fulfiller deployments, with cost rising steeply either way. | Freshworks publishes no target agent-count range; SMC's delivered-project experience places the sweet spot at roughly 10-200 agents, SMB to mid-market. | Free plan caps at 3 agents; paid tiers scale to enterprise, but the commercial sweet spot is roughly 10-500 agents on Jira-based teams. | No published agent-count sweet spot; the vendor's case studies (universities, city government, manufacturers) point to mid-to-large organisations. | No published sweet-spot size or SMB/mid-market/enterprise segment; EasyVista positions itself by industry vertical rather than by organisation size. | No published agent/user threshold. A review directory lists reviewers spanning 51-200 up to 10,000+ employees, with no single size shown as the primary market. | Corporate tier fits SMBs up to 5,000 employees; Enterprise tier fits 5,000+ employees; Starter is a paid proof-of-concept for smaller teams. | Best fit 10-500 agents; self-hosted subscriptions scale from 10 agents/500 assets to unlimited, so very large estates are also possible. | Free edition supports up to 5 technicians; paid tiers scale from small teams to several hundred technicians via per-technician licensing. |
| Deployment options (SaaS cloud and regions, private cloud, on-premises)Which public cloud and regions the SaaS runs on, private-cloud or self-hosted editions, on-premises support; vendor documentation. | Multiple deployment models are offered: Halo Cloud (SaaS), Private Cloud, and a fully self-hosted On-Premise edition. | SaaS/cloud with a mobile option; SMC's own side-by-side comparison lists no on-premises edition, unlike some ITSM rivals. | SaaS only; Freshworks lets customers choose a data-hosting region at signup from the US, EEA, UAE, India and Australia. | Cloud SaaS with regional data residency; self-managed Data Center still runs but new licence sales stop 30 Mar 2026, full end-of-life 28 Mar 2029. | SaaS on Microsoft Azure with a named region (EU, UK, US, CA, AU, BR, NO) that stays fixed unless the customer confirms a move in writing. | SaaS hosted on AWS, Azure, OVH or Outscale, with EU customers hosted in-EU/France by contracting entity; no on-premises edition is confirmed on a vendor page. | Multi-tenant SaaS with 'cloud environment tiers' for performance/compliance, plus on-premises and hybrid; models can be changed later without losing data. | SaaS only, hosted on AWS; the customer picks the data region (including the EEA). No private-cloud or on-premises edition is offered. | Self-hosted (any Linux/Docker infrastructure) is the default; GLPI Network adds EU public cloud (OVHcloud), dedicated private cloud, or custom. | SaaS across nine regions (US, EU, UK, India, Australia, Canada, Japan, China, Saudi Arabia); an on-premises edition is also offered for self-hosting. |
| EU data residencyNamed EU regions, sub-processor list, no non-EU support access by default. | YesSaaS runs on AWS in London and Frankfurt among six global regions for EU/UK residency; on-premise deployments keep data fully on the customer's own infrastructure. | PartialConfirmed sovereign, in-country hosting only for Germany via the STACKIT partnership (German law, no US access); a broader named EU-region list wasn't confirmed today. | YesCustomers can choose the EEA region for data hosting at signup, covering ticket, contact and knowledge-base data; a separate sub-processor list is published. | YesEU realm pins in-scope data to Frankfurt/Dublin AWS regions, but account data, AI data and cached content are out of scope and can process outside the EU. | YesSaaS data is pinned to the customer's chosen region, including EU; TOPdesk states data is never moved to another region without written customer confirmation. | YesThe sub-processor list names AWS, Azure, OVH and Outscale entities in France; EU customers are hosted in-EU, matched to their contracting country. | PartialOn-premises/hybrid keeps data fully in-house. The SaaS tier advertises 'cloud environment tiers' for compliance, but no page names specific EU regions or sub-processors for ITSM. | YesCustomer selects the hosting region, including the EEA; data stays in that region with no unauthorised cross-border transfer, per the security page. | YesGLPI Network Public and Private Cloud plans run on OVHcloud infrastructure in the EU; self-hosting keeps data wherever the customer's own servers are. | YesTwo ISO 27001-certified EU data centres (Amsterdam and Dublin) host the Cloud edition, launched specifically to meet EU data-privacy expectations. |
| Licence modelPer agent named or concurrent, per user, modules included or add-ons, end users free or paid. | Per agent (named or concurrent), all modules included, unlimited end users and portal users. | Per named 'fulfiller' who resolves tickets; requesters are unlicensed. A 2026 rename swapped Standard/Pro/Enterprise for Foundation/Advanced/Prime tiers. | Per named agent, tiered by plan (Starter/Growth/Pro/Enterprise); higher tiers bundle more modules; only agents are billed, not end users or portal visitors. | Per-agent tiered licence (Free/Standard/Premium/Enterprise); "customers" (end users) on the self-service portal are unlimited and free. | Per named 'agent' who can create or edit tickets; view-only light agents and all end users are unlimited and included at no extra cost. | No published licence model; EasyVista does not state on its own pricing page whether seats are named or concurrent, or which modules bundle by tier. | Priced per agent licence, named or concurrent, for staff working tickets; end-user self-service access is typically bundled or nominal. | Two user types: Platform Users (end users) and Specialist Users (agents); modules are bundled per tier, not sold as separate add-ons. | Core GLPI is GPL v3 open-source software with no per-agent licence fee; GLPI Network is a separate paid subscription for cloud hosting or self-hosted support. | Per named technician licence, billed monthly or annually; there is no restriction on the number of IT end users; some modules are edition-gated or paid add-ons. |
| Entry list price (€/agent/month, annual)Public price page or documented quote, converted to euro at PRICE_BASIS. | €77Published UK price is £66/agent/month billed annually; converted at the ECB GBP/EUR reference rate (~1.1658 on 2026-09-01). Single all-inclusive tier, no separate entry edition. Onboarding package required at a bespoke price. | On quoteNot published; no public price list. A 2026 third-party guide estimates the old Standard/Foundation tier at $70-100/fulfiller/month (~€60-86) before the April 2026 tier rename. | €16Starter tier, annual billing: $19/agent/month converted at fxUsdEur 0.86 (ECB, 2026-09-04). | €15Standard, annual billing, agent tier 26–50: $10,300/year flat, ≈ $17.17/agent/month at 50 agents, × 0.86. Atlassian prices JSM inside its Service Collection (JSM + Rovo + platform apps). | €61Essential tier list price from TOPdesk's own EUR pricing page; TOPdesk says the per-agent rate falls at higher agent counts but does not publish the discount schedule. | On quoteQuote-only; the pricing page collects contact details and has no published per-agent price for any tier. | On quoteIvanti publishes no price list. Contract-benchmarking firm Vera AI (formerly VendorBenchmark) cites Core-tier list rates near $95/agent/month named and $145 concurrent — a third-party estimate from analysed contracts, not a vendor-published figure. | On quoteQuote-only. The public pricing page names Starter, Corporate and Enterprise (plus MSP variants) with included platform-user counts, but publishes no euro or dollar figure for any tier. | €19The core licence itself is €0 (self-hosted, open source); €19/agent/month is GLPI Network's cheapest paid per-user plan (Public Cloud, no minimum users). | €11Standard cloud edition, yearly billing, $13/technician/month × 0.86. |
| Mid-tier price (€/agent/month)The tier most mid-market buyers need for full ITIL scope. | €77No separate mid-tier exists: the same ~€77/agent/month price already includes full ITIL scope (CMDB, problem, change, ITAM) with no bolt-ons. | On quoteNot published. One 2026 guide estimates ITSM Standard at $90-100/fulfiller/month (~€77-86) and Professional (with AI) at $150-160+/fulfiller/month (~€129-138). | €85Pro tier, annual billing: $99/agent/month converted at fxUsdEur 0.86; Pro is the lowest tier that adds problem, change and major-incident management. | €37Premium, annual billing, tier 26–50: $26,000/year flat, ≈ $43.33/agent/month at 50 agents, × 0.86. Premium adds change management, advanced incident/problem, virtual service agent. | €86Engaged tier list price, the plan needed for change, problem and SLA management, TOPdesk's own 'most chosen' tier. | On quoteQuote-only; no mid-tier price is published, and EasyVista does not name distinct package tiers publicly. | On quoteNo published tier pricing. The same benchmarking firm cites an Advanced tier near $130/agent/month named and $185 concurrent, again a third-party estimate rather than a confirmed Ivanti price. | On quoteSame quote-only structure as the entry tier; the Corporate (mid-tier, ITSM plus limited ESM) plan has no published per-agent price either. | €21GLPI Network Private Cloud: dedicated instance, hourly incremental backups, staging environment, 99% SLA; minimum billing for 25 users. | €58Enterprise cloud, yearly billing, $67 × 0.86; the only tier bundling change (~$2,395/year add-on elsewhere) and problem management (~$1,195/year add-on elsewhere) by default. |
| Free trial or free tierTrial length in days, or free-tier limits. | 30-day free trial with all features, no credit card required. SMC also runs its own 15-day guided evaluation programme separately. | No free trial or free plan; ServiceNow requires a sales conversation and signed contract before you can log in and test the platform. | 14-day free trial on every paid plan, with free unrestricted access to the plan's features for that period. | Free plan is permanent for up to 3 agents; Standard/Premium trial length is inconsistently documented (one thread cites 14 days); no public Enterprise trial. | No free trial is mentioned on TOPdesk's pricing page; there is no public self-serve signup path shown. | No self-serve free trial for EV Service Manager; a 15-day free trial exists only for the separate EV Reach remote-support product. | No free trial or free tier is listed for this product on third-party software directories. | No free or freemium tier; Xurrent offers a guided proof-of-concept or sandbox environment on request instead of a self-serve trial. | GLPI Network Public Cloud offers a 45-day free trial; the self-hosted core carries no licence fee at all since it ships under the GPL. | 30-day free trial for Cloud and on-premises; also a permanently free Standard edition capped at 5 technicians (support needs a paid add-on). |
| Contract minimums and flexibilityMinimum seats, monthly versus annual, price escalator clauses. | No published minimum agent count; monthly or annual billing at the same per-agent rate; no price-escalator clause found, only ARR-milestone volume discounts. | Annual contracts typically carry 5-10% renewal price escalators; multi-year (3+ year) terms unlock deeper discounts but need negotiated exit rights. | Annual billing costs about 20% less than monthly; upgrades apply instantly, but a downgrade or cancellation only takes effect at the end of the current term. | Standard/Premium bill monthly or annually per Atlassian's own pricing model; Enterprise is annual-only and quote-based, with escalator terms not published. | Package upgrades take effect any time during the contract; downgrades only take effect at the end of the current contract term. | No public minimum seat count, term length or escalator clause; EasyVista sets contract terms per commercial quote, not on its website. | Annual subscription contracts; no public minimum seat count. Multi-year terms reportedly earn discounts, but exact terms are not published — quote only. | Contract minimums, monthly-versus-annual billing and any price-escalator clauses are not published on the public pricing page. | Self-hosted has no seat minimum since the core isn't sold; GLPI Network Private Cloud requires a 25-user minimum billing, quoted monthly, no escalators seen. | No published minimum technician count; monthly or annual billing, annual paid upfront at a discount; no public lock-in period disclosed. |
| 3-year licence cost, 50 agents (list price)List price of the tier that covers incident, request, problem and change × 50 agents × 36 months, annual billing, converted at PRICE_BASIS. Implementation, integration and training are excluded. | €138,600£66 ≈ €77 × 50 agents × 36 months, single all-inclusive tier. Onboarding package required at a bespoke price (not included). | On quoteQuote only: the vendor publishes no list price. | €153,252Pro $99 ≈ €85.14 × 50 × 36. Growth ($49) is cheaper but lacks problem and change management. | €67,080Premium, agent tier 26–50: $26,000/year x 3 = $78,000 ≈ €67,080. Standard would be $30,900 ≈ €26,574 but lacks change management. | €154,800Engaged €86 × 50 × 36. TOPdesk asks organisations with more than 50 operators to contact sales. | On quoteQuote only: the vendor publishes no list price. | On quoteQuote only: the vendor publishes no list price. | On quoteQuote only: the vendor publishes no list price. | €10,800–34,200Self-hosted with GLPI Network Standard support (up to 50 technicians) €300/month × 36 = €10,800; GLPI Network Public Cloud €19 × 50 × 36 = €34,200. The software licence itself is €0. | €103,716Enterprise cloud, yearly billing, $67 ≈ €57.62 × 50 × 36; Enterprise is the edition that includes change and problem management. |
| Local presence and language (FR/NL)Offices, partners and support hours in Benelux and France. | YesSMC Consulting is an officially certified HaloITSM implementation partner across Belgium, France, Luxembourg and Switzerland, with native support in English, French and Dutch. | PartialA real European partner ecosystem exists (Plat4mation: 500+ experts, Netherlands-based, self-described '#1 ServiceNow pure-player in Europe'); Belgium/France coverage wasn't itemised. | PartialFreshworks runs its own offices in Paris and Utrecht, giving direct coverage of France and the Netherlands; Belgium relies on resellers such as Wemmel-based H4Tech. | PartialNo Atlassian-owned office or support desk in Benelux/France; Idalko is a certified Platinum Solutions Partner based in Belgium with Netherlands and France offices. | PartialHead office in Delft plus dedicated offices in both Antwerp and Charleroi (Wallonia); no France office is listed on TOPdesk's own contact page. | PartialFrench headquarters give deep FR-language coverage; the partner page lists global tiers with a locator but no country-level breakdown, so Benelux coverage is unconfirmed. | PartialAt least one certified partner, 2Grips, operates in Belgium and the Netherlands with Dutch/English support; no dedicated Ivanti office or confirmed French-language partner was found for the region. | PartialA 2024 rebrand press release frames growth around the Benelux region and names delivery partners onITnow and Stefanini; no dedicated France office or partner is named. | PartialThe partner directory lists over 20 France-based integrators with native French support, but no partner specifically covering Belgium or the Netherlands is listed. | PartialOne EU office in Utrecht, Netherlands covers Benelux; no dedicated France office is listed, and the UK is the only other European office. |
| Price transparencyPublic price list with every tier and add-on = yes; partial list = partial; quote only = no. | YesFull per-agent price is published with every capability included and no gated add-ons; only the custom fixed-fee Enterprise tier is quote-based. | NoServiceNow 'does not publish an official public pricing calculator because it prices by custom quote'; only a vendor-prepared quote is binding, per an independent 2026 pricing guide. | PartialStarter, Growth and Pro list prices, plus the $29/agent/month Freddy AI Copilot add-on, are all published; only the Enterprise base price is quote-only. | PartialFree, Standard and Premium list prices are fully public with every tier shown; Enterprise pricing is custom and quote-only. | PartialAll three core tiers are published in euros with what each includes; add-ons such as Live Chat, Webshop and the Ebbot virtual agent are not publicly priced. | NoNo tier names, per-agent prices or add-on costs are published anywhere on easyvista.com; every quote requires contacting sales directly. | NoIvanti publishes no price list for Neurons for ITSM at all; even resellers only estimate per-user annual rates for adjacent modules (UEM, patch, MDM), not for the ITSM module itself. | NoThree tiers (Starter, Corporate, Enterprise) are named publicly, but not one carries a published price; every figure requires a sales conversation. | YesEvery cloud and self-hosted tier's price and inclusions are published on the pricing page; only the top-end custom private-cloud build is quote-based. | YesFull public price list with per-technician rates for Standard, Professional and Enterprise, cloud and on-premises, plus every add-on's price. |
BITIL 4 practices(11)
| HaloITSM | ServiceNow ITSM | Freshservice | Jira Service Management | TOPdesk | EasyVista Service Manager | Ivanti Neurons for ITSM | Xurrent (formerly 4me) | GLPI | ManageEngine ServiceDesk Plus | |
|---|---|---|---|---|---|---|---|---|---|---|
| Incident managementMajor-incident handling, priority matrix, on-call, SLA clocks. | ●●●●●4/5Captures issues from different channels, routes them to the right team, and tracks SLAs/OLAs; a major-incident console groups related tickets and coordinates updates. | ●●●●●5/5Independent feature audits confirm multi-channel incident capture (email, chat, phone) with automated routing, escalation alerts and real-time notifications. | ●●●●●4/5Major-incident management ships at Pro; on-call escalation runs across Microsoft Teams, Slack, WhatsApp, SMS, phone and email, with AI-driven alert grouping. | ●●●●●4/5Brings dev, IT support and ops teams together to respond to and learn from incidents, with linked-issue tracking across Jira. | ●●●●●3/5Ticket registration and assignment to agents are described as a core capability; no major-incident workflow, priority matrix or on-call rota is documented. | ●●●●●3/5The product page lists Incident Management as a core capability; it gives no detail on priority matrices, major-incident process or SLA-clock automation. | ●●●●●4/5Incident management is one of the ITIL 4 processes Ivanti lists as certified, and AI automatically classifies and routes incoming tickets to the right team. | ●●●●●4/5AI-powered alert correlation cuts alert noise by 80%, and dedicated status pages give customers and internal teams real-time updates during major incidents. | ●●●●●4/5Core GLPI natively separates Incident from Request ticket types and lets admins configure SLAs per ticket, with group or user assignment, no plugin required. | ●●●●●4/5Incident management ships in every edition and is one of the 14 ITIL 4 practices certified for ServiceDesk Plus in PeopleCert's register. |
| Service request and catalogueCatalogue builder, approvals, fulfilment workflows, bundles. | ●●●●●4/5Catalogue builder with forms, approvals, tasks and automation covers access, software, hardware, onboarding and offboarding requests with portal tracking. | ●●●●●5/5Independent feature audits call out the Service Catalog as a standout, backed by a self-service portal for status tracking and issue reporting. | ●●●●●4/5A shopping-style service catalogue ships at Growth; employee-journey automation for onboarding and offboarding transitions is added at Pro. | ●●●●●4/5Service request handling ships 400+ prebuilt forms and templates, automated workflows and cross-Jira issue linking, per Atlassian's own page. | ●●●●●3/5A service catalogue publishes services with their terms and conditions, letting customers request them through the self-service portal. | ●●●●●3/5Service Portfolio is listed as a core capability on the product page; catalogue structure and fulfilment-workflow depth are not detailed there. | ●●●●●4/5A service catalogue plus an AI-powered self-service portal and virtual agent handle request capture, approvals and fulfilment, though no independent deflection-rate figure is published. | ●●●●●3/5An intuitive self-service portal pairs with a continuously learning knowledge base for request fulfilment; public pages do not detail catalogue-builder depth or approval chains. | ●●●●●3/5Ticket forms, a request catalogue and approval steps are native, but the polished drag-and-drop catalogue builders of commercial suites are not present. | ●●●●●4/5Service request management is listed as core functionality in every edition (Standard, Professional, Enterprise), unlike change and problem management. |
| Problem managementKnown errors, RCA templates, links to incidents and changes. | ●●●●●4/5Links related incidents, records known errors and tracks root-cause investigations, connected to affected services, assets, changes and knowledge articles. | ●●●●●4/5Problem management tools support root-cause investigation aimed at preventing recurring disruptions, per independent feature audits. | ●●●●●3/5Root-cause-analysis workflows ship in problem management from the Pro tier; Freshworks' public pages do not detail a known-error record structure. | ●●●●●3/5Problem records link to incidents, changes and requests, with known errors documented directly in the knowledge base for self-service. | ●●●●●3/5Problem management analyses linked calls to find root causes, but TOPdesk's own pages do not use known-error or KEDB terminology. | ●●●●●3/5Problem management is combined with incident management for root-cause elimination; the public page gives no detail on a dedicated known-error database. | ●●●●●3/5Problem management is one of the ITIL 4 processes Ivanti lists as certified, but public materials give no depth on known-error records or root-cause templates. | ●●●●●3/5Problem records are created automatically after incident resolution and tracked to root cause, but no dedicated known-error database is documented publicly. | ●●●●●3/5Problems link to incidents and changes with root-cause fields, but there is no dedicated known-error database template like enterprise-grade ITSM tools. | ●●●●●3/5Problem management ships free only in Enterprise; Standard and Professional require a documented add-on priced at about $1,195 per year. |
| Change enablementCAB, change calendar, risk scoring, standard changes, freeze windows. | ●●●●●4/5Standard, normal and emergency changes with CAB reviews, risk checks, change calendars, implementation plans and rollback steps, linked to incidents and assets. | ●●●●●5/5Change and release management bundles a change calendar with a collision detector that flags conflicting changes before they ship. | ●●●●●3/5Change Advisory Board workflow with change calendars, rollout/backout plans and business-impact assessment, available from the Pro tier. | ●●●●●4/5CAB approvals, a change calendar, configurable risk assessment and auto-approved standard changes, plus deployment gating tied to Jenkins, GitHub and GitLab. | ●●●●●3/5A change planner with automated notifications is described as a feature; no CAB workflow, risk scoring or freeze window is documented. | ●●●●●4/5Change management automates approvals, impact analysis and risk assessment, per the vendor's own product description. | ●●●●●4/5Change enablement is one of the ITIL 4 processes Ivanti lists as certified and is backed by automated workflows, though no detail was found on CAB calendaring or freeze windows. | ●●●●●3/5Change and release workflows assess risk up front and automate approvals with visible post-change outcomes, but no CAB or change-calendar feature is documented. | ●●●●●3/5Changes and recurring change scheduling are native to core GLPI, but formal CAB workflow and risk scoring are shallower than in dedicated ITSM suites. | ●●●●●3/5Change management ships free only in Enterprise; Standard and Professional require a documented add-on priced at about $2,395 per year. |
| Release and deploymentRelease records and DevOps pipeline links. | ●●●●●3/5The integrations directory lists 'Software Releases' as a feature and native Azure DevOps and GitHub connectors; no native CI/CD pipeline orchestration is documented. | ●●●●●3/5Release is bundled into 'change and release management' (shared calendar, collision detector) rather than scored separately; DevOps-pipeline detail wasn't confirmed today. | ●●●●●3/5Release management ships at Pro, documenting build and test plans for each release; Freshworks does not publish a native DevOps or CI/CD pipeline connector. | ●●●●●4/5Deployment gating and deployment tracking connect natively to Jenkins, GitHub and GitLab pipelines as part of the change workflow, a dev-ops strength. | ●●●●●1/5No dedicated release or deployment record module is described on TOPdesk's feature or pricing pages beyond generic change tracking. | ●●●●●3/5Release activity is described as coordinated with change processes; no dedicated release calendar or CI/CD pipeline integration is documented publicly. | ●●●●●3/5Release and deployment management is listed among the certified practices, but no DevOps pipeline integration detail was found beyond the general no-code workflow builder. | ●●●●●2/5Release management is folded into the same change workflow rather than offered as a distinct practice with its own release records or pipeline links. | ●●●●●2/5GLPI tracks change and project records but has no native release module or DevOps pipeline link; software deployment needs GLPI Agent or a plugin. | ●●●●●2/5A release management module now links releases to changes, but no native CI/CD pipeline integration is documented on the features page. |
| Knowledge managementKCS support, article lifecycle, portal search, AI drafting. | ●●●●●3/5Knowledge articles support documentation and workarounds across workflows, and Halo AI offers knowledge suggestions; full article-lifecycle detail isn't published. | ●●●●●4/5Knowledge Base Management and Knowledge Management are both listed as core, named capabilities alongside portal search, per independent feature audits. | ●●●●●4/5AI-driven knowledge base with an article generator that drafts help content and summarises tickets, reducing repeat authoring effort for agents. | ●●●●●3/5Problems link directly to a knowledge base for documenting known errors and enabling customer self-service, per Atlassian's own documentation. | ●●●●●4/5AI automatically turns solved tickets into knowledge articles, described by TOPdesk as reducing repeat questions for agents. | ●●●●●3/5Knowledge Management is listed as a core capability; the product page gives no detail on KCS workflow, self-service integration or AI-assisted article drafting. | ●●●●●4/5AI generates knowledge articles directly from resolved incidents, a genuine differentiator beyond standard article authoring, search and lifecycle. | ●●●●●4/5Sera AI drafts a suggested knowledge article from request context in a few clicks and suggests updates to existing articles' title, description and body. | ●●●●●3/5A built-in knowledge base with categories and portal search is native; there is no KCS workflow or AI-assisted drafting without the paid GLPI-AI plugin. | ●●●●●3/5Zia can generate solution articles and includes RAG-powered Solution Assist for private knowledge search; a formal KCS/article-lifecycle process is not described. |
| Service level management (SLA, OLA, XLA)Multiple SLAs, business hours, experience-level metrics. | ●●●●●3/5SLA and OLA tracking is confirmed across ticket workflows; the vendor's feature page doesn't detail multiple concurrent policies, business-hours calendars, or a separate XLA metric. | ●●●●●4/5Service Level Agreement management is a named, listed core capability; deeper breadth (multiple concurrent SLAs, OLA/XLA) wasn't confirmed today. | ●●●●●3/5Multiple SLA policies scoped by department or group, plus configurable business-hours calendars, both available from the Growth tier; no distinct XLA metric is named. | ●●●●●3/5Projects support multiple SLAs with priority-grouped goals and configurable business-hours calendars; OLA and XLA-style metrics are not documented as native. | ●●●●●3/5Contract and SLA Management ships from the Engaged tier upward; no experience-level (XLA) metric is named in TOPdesk's public materials. | ●●●●●4/5Service-level tools track performance commitments with built-in Experience Level Agreements (XLAs) alongside standard SLAs, per the product page. | ●●●●●3/5Service level management is a certified practice supporting multiple SLAs, but no experience-level (XLA) metrics capability was documented in public materials. | ●●●●●3/5SLA management is a named core feature and SIAM mode aligns shared SLAs across providers, but multi-SLA and business-hours configuration depth is not detailed. | ●●●●●3/5Multiple SLAs and OLAs with business-hour calendars are native, but experience-level (XLA) metrics and satisfaction dashboards stay fairly basic. | ●●●●●3/5Custom SLAs with multi-level escalations are confirmed on the features page; there is no distinct built-in XLA/experience-level metric category. |
| CMDB and configuration managementCI classes, relationships, impact maps, data-model depth. | ●●●●●4/5CI relationships connect servers, applications, services and users; impact analysis for incidents and changes draws instantly on these live relationship maps. | ●●●●●5/5CMDB aligns to the Common Service Data Model and is fed by Discovery-validated CI data for real dependency and impact mapping, per an independent ITOM write-up. | ●●●●●3/5CI classes and relationships are populated by the native Discovery Agent and network probe, covering hardware/software inventory rather than a dedicated dependency-mapping module. | ●●●●●3/5Assets models object schemas with parent-child relationships and cross-schema references, importing via CSV, API, Entra ID, Intune and Lansweeper, though schema depth trails purpose-built CMDB tools. | ●●●●●3/5Asset management gives a graphical overview of assets and audits, but no CI-relationship or impact-map depth is documented as with dedicated CMDB tools. | ●●●●●4/5EV Discovery runs agent and agentless scans, normalises data with reconciliation rules, and visualises dependencies between assets in the CMDB. | ●●●●●4/5Configuration management is one of the ITIL 4 processes Ivanti lists as certified and is reinforced by the separate Ivanti Discovery and ITAM modules for CI population, though CI-relationship depth was not independently verified. | ●●●●●3/5A named CMDB and Asset Management module tracks configuration items and visualises dependencies with AI-powered discovery, but no CI-class taxonomy is documented publicly. | ●●●●●4/5CI classes cover computers, network gear, software and datacentre assets with relationships, auto-populated by the free native GLPI Agent inventory. | ●●●●●3/5CI classes with relationships and a visual dependency/impact map are built in, but the data model is shallower than ServiceNow's CSDM. |
| IT asset managementHardware and software lifecycle, licence compliance, contract renewals. | ●●●●●4/5Tracks hardware and software lifecycle end to end, flags over- or under-licensed compliance gaps, and alerts on contract renewal windows automatically. | ●●●●●4/5Independent feature audits confirm asset management tracks hardware, software and virtual infrastructure; separate-module licensing wasn't confirmed today. | ●●●●●3/5100 free ITAM Growth asset units are bundled into Starter, Growth and Pro; larger estates or deeper licence-compliance reporting need a paid ITAM upgrade. | ●●●●●3/5Assets is positioned as a full ITAM solution for hardware/software lifecycle tracking; contract-renewal and licence-compliance workflows are not detailed in Atlassian's own docs. | ●●●●●3/5Asset management tracks company assets, from IT hardware to access passes and vehicles, with audit and barcode-label printing capability. | ●●●●●3/5Asset lifecycle tracking runs through EV Discovery; no dedicated software-licence compliance or renewal-management depth is documented on public pages. | ●●●●●4/5A dedicated Ivanti Neurons for ITAM module traces to LANDESK's asset-management heritage, covering hardware/software lifecycle and licence compliance. | ●●●●●3/5A named Service Configuration and IT Asset Management module tracks lifecycles and visualises dependencies with AI-assisted discovery, per the features page. | ●●●●●4/5Software licence management, budgets, contracts and suppliers are all native, per the vendor's own features page, a core strength inherited from GLPI's asset-management roots. | ●●●●●4/5Comprehensive asset discovery, tracking and software licence-compliance management are confirmed on the features page; contract-renewal tracking is not detailed there. |
| Discovery and inventoryNative agent or scanner, or third-party only (Lansweeper, Intune). | PartialNo native discovery agent; HaloITSM integrates with Lansweeper's Data API, and webhooks push asset updates to Halo's API immediately when devices change. | YesDiscovery stabilises CI data quality so the CMDB can be relied on as the system of record, per an independent ITOM implementation write-up. | YesNative Discovery Agent for Windows, macOS and Linux plus a network probe for unmanaged devices; both are Freshworks-built, not third-party add-ons. | PartialA dedicated Discovery agent plus CSV/API/directory import populate Assets, but deeper network scanning still relies on importing from external tools such as Lansweeper or Intune. | PartialNo native discovery agent is documented; asset discovery relies on the Lansweeper connector rather than a built-in scanner. | YesEV Discovery is native to the platform and supports both agent-based and agentless discovery of physical and cloud-native IT assets. | YesIvanti Discovery is a native product described as giving real-time visibility of IT assets, distinct from relying on a third-party scanner alone. | PartialThe features page cites AI-powered automated discovery without detail; a third-party connector can sync discovery tools such as Lansweeper, but no native Xurrent scanner is documented. | YesGLPI Agent is native and free, doing network scanning, SNMP discovery and application deployment across Windows, Linux, macOS and mobile devices. | PartialAsset data syncs in via third-party scanner integrations (SolarWinds, Nagios XI) and API/CSV import; no native ManageEngine discovery agent is confirmed. |
| ITIL 4 certification (PeopleCert, formerly PinkVERIFY)Number of practices certified in PeopleCert's ITIL 4 software register (formerly PinkVERIFY), with date. The only objective ITIL measure. | CertifiedListed in PeopleCert's ITIL 4 register as HaloITSM v2.132, Bronze level, 11 practices certified, including change enablement, incident and problem management (PeopleCert, checked 2026-09-06). | Not certifiedNot in PeopleCert's ITIL 4 certified-software register (checked 2026-09-06); historic PinkVERIFY listing on Pink Elephant's own site covers 18 ITSM processes, undated. | CertifiedListed in PeopleCert's ITIL 4 register as Freshservice 2022.R02L.01, Gold level, 14 practices certified, from incident to service configuration management (PeopleCert, checked 2026-09-06). | CertifiedListed in PeopleCert's ITIL 4 register as Atlassian Jira Service Management Cloud (July 2025), Gold level, 10 practices certified, including change enablement and IT asset management (PeopleCert, checked 2026-09-06). | CertifiedListed in PeopleCert's ITIL 4 register as TOPdesk Excellent (October 2022), Bronze level, 15 practices certified, including change enablement and service configuration management (PeopleCert, checked 2026-09-06). | Not certifiedNot in PeopleCert's ITIL 4 certified-software register (checked 2026-09-06); historic PinkVERIFY badge covers 15 ITIL v3 (2011) processes. | Not certifiedNot in PeopleCert's ITIL 4 certified-software register (checked 2026-09-06); historic PinkVERIFY listing shows 13 ITIL 4 processes, while Ivanti's own page claims 14. | CertifiedListed in PeopleCert's ITIL 4 register as Xurrent Enterprise Service Management (Release 401), Gold level, 19 practices certified (PeopleCert, checked 2026-09-06). | Not certifiedNot in PeopleCert's ITIL 4 certified-software register (checked 2026-09-06); no historic PinkVERIFY listing was found for GLPI either. | CertifiedListed in PeopleCert's ITIL 4 register as ManageEngine ServiceDesk Plus (February 2023), Silver level, 14 practices certified, including IT asset and service configuration management (PeopleCert, checked 2026-09-06). |
CBeyond IT(5)
| HaloITSM | ServiceNow ITSM | Freshservice | Jira Service Management | TOPdesk | EasyVista Service Manager | Ivanti Neurons for ITSM | Xurrent (formerly 4me) | GLPI | ManageEngine ServiceDesk Plus | |
|---|---|---|---|---|---|---|---|---|---|---|
| Enterprise service management (HR, facilities, finance)Non-IT departments on the same platform without extra licences. | ●●●●●4/5One unified platform covers HR-style onboarding/offboarding requests plus facilities and finance-adjacent workflows, 'included as standard' with no separate ESM licence. | ●●●●●5/5Enterprise Service Management combines ITSM with Customer Service Management and HR Service Delivery to extend standardised delivery to Finance, HR and Legal. | ●●●●●3/5Dedicated HR, Facilities, Finance and Legal workspaces with complete data segregation on a single Freshservice instance, marketed as Freshservice for Business Teams. | ●●●●●4/5One platform serves IT, HR, Legal, Finance, Marketing and Facilities with dedicated request templates, not a separate ESM product. | ●●●●●5/5Marketed explicitly as 'one software for all your service teams: IT, Facilities, HR, and beyond', with IT, FM and ESM as co-equal product lines, not add-ons. | ●●●●●3/5HR Case Management and Facilities Case Management are both listed as included across all EV Service Manager editions, extending the platform to non-IT departments. | ●●●●●4/5Enterprise Workflow Management extends the same platform to HR, Facilities, GRC and PPM with dedicated modules, matching a genuine ESM footprint. | ●●●●●4/5The Corporate tier bundles limited ESM (IT, HR, facilities, finance) and the Enterprise tier removes that limit, all on one licensed platform. | ●●●●●2/5Entities and custom ticket categories can model HR or facilities requests, but there is no dedicated non-IT service-management module or templates. | ●●●●●3/5HR, facilities and legal service desks share a unified employee portal with prebuilt templates and a dedicated space-management module; edition availability is not stated. |
| Multi-tenancy and MSP modeSeparate customers, contracts, billing and portals in one instance. | ●●●●●2/5Federated administration and sub-admin permissions let departments manage their own areas; a dedicated MSP mode with separate customer billing isn't documented for HaloITSM (that's a HaloPSA feature). | ●●●●●3/5Domain separation logically separates data, processes and admin between service providers, customers, partners or sub-orgs, but ServiceNow's own docs are silent on per-client billing. | ●●●●●2/5MSP mode gives each client company its own portal and branding in one account, but workspaces are unavailable in that mode; full data isolation needs separate accounts. | ●●●●●2/5Community guidance treats JSM as a single-organisation tool; native data isolation and billing separation for multiple external customers is not documented as supported. | ●●●●●2/5TOPdesk lets multiple internal service teams share one instance, but no dedicated multi-tenant mode for separate client contracts and billing is documented. | ●●●●●2/5No dedicated multi-tenant MSP mode, separate customer billing or MSP-branded portal is documented on EasyVista's public product pages. | ●●●●●2/5Built on a multi-tenant cloud architecture Ivanti positions for MSP use, but no public MSP case study or per-tenant billing detail was found to confirm real-world depth. | ●●●●●4/5Dedicated MSP Corporate and MSP Enterprise plans exist alongside the standard tiers, with status pages included on the MSP Enterprise plan for external-facing use. | ●●●●●3/5GLPI's own documentation describes entities as a hierarchy that partitions users, assets and tickets, letting an MSP model each customer as a tenant, though cross-tenant billing needs custom setup. | ●●●●●4/5The dedicated ServiceDesk Plus MSP edition licenses up to 150 client accounts in one instance, each billed independently by technician and asset count on its own cycle. |
| Project and portfolio managementBuilt-in projects and tasks linked to changes. | YesProject Management is a dedicated platform capability with its own section, distinct from the ticketing and change workflows. | PartialStrategic Portfolio Management is generally understood as a separate ServiceNow line from ITSM; no page reachable today (servicenow.com blocked, adjacent ESM overviews silent) confirmed this. | YesBuilt-in project management to plan, track and collaborate on projects across teams, listed among the core Freshservice features. | PartialJira's Plans (formerly Advanced Roadmaps) give cross-team portfolio views with dependencies, but it is a Jira Software Premium/Enterprise feature not confirmed for Jira Service Management. | YesProject management is included in the Excellent tier alongside the other advanced modules. | NoNo built-in PPM module is listed on the product page; the integrations marketplace's only project/portfolio management connector is the third-party tool Kanbanize. | YesA dedicated Neurons PPM module links projects and tasks to changes, marketed as building 'a predictable project delivery machine.' | YesNamed Project Management and Portfolio Management features let teams run project-based work and prioritise initiatives inside the same platform. | YesThe vendor's features page confirms a native project module with Gantt or Kanban views, tasks assignable to collaborators, no separate PPM plugin needed for basic tracking. | YesProjects is a distinct module alongside Requests, Changes and Release management, all covered by the same REST API, per the API documentation. |
| External customer support (CSM)Customer-facing tickets, contracts and billing. | YesCustomer Service Management is confirmed as a core offering ('deliver exceptional customer experiences at every touchpoint') with omnichannel listed as a capability. | YesCustomer Service Management covers case management, an agent workspace and omnichannel, self-service customer portals, per an independent product overview. | NoFreshservice's own Business Teams pages describe HR, Facilities, Finance and Legal only; Freshworks sells Freshdesk as its separate, customer-facing support product. | YesCustomer Service is offered as a distinct, related Atlassian product built on the same platform, per Atlassian's own product navigation. | NoThe platform and pricing pages describe internal service teams and end users, not external paying-customer support with contracts or billing. | PartialEnterprise service management extends ticketing to internal departments, but no separate external customer-support (CSM) product line is marketed. | NoNo dedicated external, paying-customer support (CSM) product was found; Enterprise Workflow Management targets internal departments (HR, Facilities, GRC, PPM, SecOps), not outside customers. | PartialMSP plans add external client status pages and multi-tenant support, but no dedicated customer-facing billing or contract module is documented. | NoGLPI's documented feature set centres on an internal self-service portal for end users; no external customer-facing support, billing or contract module is described anywhere. | NoNo customer-facing CSM product line, contract billing or external ticketing portal is documented; ServiceDesk Plus targets internal service desks. |
| SIAM and multi-providerCross-organisation ticket exchange and shared SLAs. | NoNo dedicated SIAM module was found; exchanging tickets across multiple external providers would need a custom API or workflow build. | PartialGeneral ecosystem knowledge places Vendor Manager Workspace/SIAM-style workflows in the platform; no page reachable today, including this one, independently confirmed the specific capability. | NoNo native cross-organisation ticket exchange is described on Freshworks' own product pages; multi-vendor SIAM scenarios would need a third-party connector such as Exalate. | PartialNo native SIAM broker or cross-company ticket-exchange capability is documented; MSP-style multi-organisation workflows sit outside what Atlassian's own guidance describes. | NoNo cross-organisation ticket exchange or shared multi-provider SLA capability is documented on TOPdesk's product pages. | NoNo SIAM or cross-organisation, multi-provider ticket-exchange capability is described anywhere in EasyVista's public product documentation. | NoNo SIAM or cross-organisation, multi-supplier ticket-exchange capability is marketed; multi-tenancy here targets MSP hosting, not supplier-chain service integration. | YesA dedicated SIAM feature explicitly supports internal, external, hybrid and lead-supplier models with shared workflows and SLAs across providers. | NoNo native cross-organisation ticket exchange between separate GLPI instances is documented; entities isolate tenants within one instance rather than federate across many. | NoNo SIAM or cross-organisation ticket-exchange capability is documented; multi-tenancy is scoped to the separate MSP edition for one provider. |
DAutomation, AI and integration(10)
| HaloITSM | ServiceNow ITSM | Freshservice | Jira Service Management | TOPdesk | EasyVista Service Manager | Ivanti Neurons for ITSM | Xurrent (formerly 4me) | GLPI | ManageEngine ServiceDesk Plus | |
|---|---|---|---|---|---|---|---|---|---|---|
| No-code workflow builderVisual designer, conditions, approvals, scheduled jobs, no scripting. | ●●●●●4/5Admins configure forms, fields, workflows, portals, rules, automations and reports without code, per vendor documentation. | ●●●●●4/5Independent feature audits confirm both no-code and code-based workflow customisation, plus configurable automated ticket routing. | ●●●●●4/5Drag-and-drop workflow builder with intelligent automations such as ticket routing, plus Freddy AI suggesting next-best actions. | ●●●●●4/5No-code forms, workflows and automations with 400+ prebuilt templates, confirmed directly on Atlassian's own product page. | ●●●●●3/5A change planner with automated notifications is described; TOPdesk does not brand a dedicated no-code workflow designer the way some rivals do. | ●●●●●4/5EV Orchestrate's Flexible Workflow Designer builds automations from a growing library of prebuilt workflows without scripting. | ●●●●●4/5Neurons iPaaS ships a low-code/no-code drag-and-drop editor for workflows plus over 1,000 pre-built connector templates, requiring no coding experience. | ●●●●●3/5Workflow Automation centralises approvals, escalations, notifications and handoffs across incident, request, change and problem records; scripting depth is not detailed. | ●●●●●2/5GLPI's documentation confirms the native rules engine chains criteria and actions for routing, categorisation and entity assignment, but it is condition-based, not a visual drag-and-drop designer. | ●●●●●3/5A drag-and-drop canvas configures change workflows with multiple stages, field updates and approvals without scripting; other modules are not detailed here. |
| AI assistance for agentsSummaries, categorisation, sentiment, reply and article drafting; which model, where hosted, extra cost. | ●●●●●4/5Halo AI performs ticket triage, categorisation, summarisation, sentiment analysis, suggested replies and knowledge suggestions via a built-in OpenAI connection or the customer's own AI provider key. | ●●●●●5/5Now Assist provides case summarisation, drafted replies and knowledge-article generation for agents, per an independent AI-pricing analysis. | ●●●●●4/5Freddy AI Copilot summarises tickets, drafts replies and suggests categorisation; a $29/agent/month add-on on Growth, Pro and Enterprise alike, never bundled free. | ●●●●●3/5Atlassian Intelligence and Rovo agents are included as part of the Service Collection bundle, per Atlassian's own product page; tier-by-tier feature depth is not detailed there. | ●●●●●2/5Categorisation, knowledge generation and search ship in Engaged; summarisation, writing and translation in Excellent, but no model, host or opt-out is disclosed. | ●●●●●3/5EV Pulse AI is billed as bringing automation, prediction and conversation into service management; ticket-summary or reply-drafting detail is not itemised publicly. | ●●●●●4/5AI features cover ticket classification and routing, generative summarisation, knowledge-article generation and email drafting, managed from one central AI administration hub. | ●●●●●4/5Sera AI auto-classifies, routes and prioritises tickets and surfaces real-time recommendations and drafts to agents; the underlying model provider is not disclosed. | ●●●●●1/5AI ticket summarising, reply suggestions and translation exist only through the GLPI-AI plugin, which the plugin directory lists under paid, subscription-only plugins, not the free core. | ●●●●●4/5Zia drafts replies via Reply/Text Assist, summarises conversations and generates low-code Custom Functions, on a native LLM or a bring-your-own OpenAI/Azure/Google key. |
| AI agents and virtual agentConversational self-service, action execution, deflection claims with evidence. | ●●●●●3/5The virtual agent lets end users raise requests, check ticket status and get answers conversationally, 24/7 across departments; the vendor claims ticket deflection but publishes no supporting metrics. | ●●●●●5/5Higher Now Assist tiers add agentic components that can close cases and trigger workflows automatically, per independent analysis; deflection outcomes aren't independently measured. | ●●●●●3/5Freddy AI Agent is bundled free only with Enterprise, resolving end-to-end requests across chat and messaging in 40+ languages; Freshworks reports 66% average ticket deflection. | ●●●●●3/5Rovo's own page describes admin-configurable control over what AI can access for agent actions; specific conversation-volume limits are not published on that page. | ●●●●●1/5Conversational self-service exists only via the Ebbot Virtual Support Agent, a separate add-on with no public deflection-rate evidence. | ●●●●●3/5The July 2026 Konverso acquisition adds no-code, EU-hosted AI agents; the capability is newly integrated rather than a long-proven part of the platform. | ●●●●●3/5An AI-powered Virtual Agent and conversational chatbots are marketed for self-service deflection, but no independent deflection-rate evidence is published. | ●●●●●3/5An AI virtual agent searches the knowledge base and creates tickets for unresolved requests, reducing tier-1 volume, without a published deflection metric. | ●●●●●0/5No native conversational virtual agent or self-service AI chatbot ships with GLPI; third parties such as TICGAL's UXÍA bolt one on separately. | ●●●●●3/5Zia's virtual agent holds multi-turn conversations and can update status, add notes or close tickets directly; no deflection-rate or effectiveness metric is published. |
| Self-service portalBranding, multilingual, catalogue UX, status pages. | ●●●●●4/5Branded self-service portal lets end users submit catalogue requests and track progress; the same feature page separately lists omnichannel intake channels. | ●●●●●5/5Service Portal builds mobile-friendly self-service portals that non-technical admins rebrand in the Branding Editor while developers extend pages and widgets into full web applications. | ●●●●●4/5Portal interprets conversational employee requests and matches them to the right service end to end. | ●●●●●3/5Self-service portal is built from 400+ prebuilt request forms and templates via Atlassian's no-code builder, per its own product page. | ●●●●●3/5A self-service portal lets end users submit and track tickets and find answers to common questions 24/7. | ●●●●●4/5EV Self Help offers a Design Studio for a customisable portal, a Knowledge Management Studio to build knowledge flows, and Service Bots for AI-driven conversational guidance. | ●●●●●4/5AI-powered self-service portals and chatbots are positioned to deflect tickets, consistent with the platform's broader AI-assistance push. | ●●●●●3/5An intuitive self-service portal pairs with a continuously learning knowledge base so end users resolve issues on their own; portal branding and multilingual UX depth are not documented. | ●●●●●3/5The portal lists a user's tickets, catalogue items and knowledge articles, but branding and UX customisation trail purpose-built self-service portals. | ●●●●●4/5The self-service portal is described as fully customisable, letting users submit requests and track ticket progress; ESM extends it into a unified cross-department portal. |
| Microsoft Teams and Slack appsTicket creation and updates inside chat. | YesTickets can be created from Teams messages, updates push to channels as notifications, and a 1-2-1 bot supports following and finding tickets, per Halo's own Teams integration guide. | YesNative Virtual Agent live chat is confirmed inside Microsoft Teams; a separate 'Now Virtual Agent' Slack app resolves routine IT and HR requests via chat. | YesFreddy AI Agent handles employee requests end to end across Microsoft Teams, Slack and the service portal; alert escalations also reach Teams and Slack. | YesAtlassian's own Slack integration (Assist) turns Slack messages into JSM tickets without leaving Slack; an equivalent Microsoft Teams app was not confirmed. | PartialA Microsoft Teams chatbot (via Copilot Studio) lets users view or update tickets and approve requests in Teams; no Slack app appears in TOPdesk's own marketplace. | PartialA dedicated Microsoft Teams app logs and tracks tickets from Teams chat and surfaces knowledge articles before escalation; no Slack integration is documented on EasyVista's own pages. | PartialA pre-built Neurons iPaaS recipe connects Neurons for ITSM to Slack. Ivanti's help centre lists a 'Teams Bot Integration' article, but its exact functionality could not be independently confirmed. | PartialSlack is confirmed as an integration and Google Chat is listed among the 100-plus connectors; a dedicated Microsoft Teams app is not confirmed on public integration pages. | PartialThe paid GLPI-AI exclusive plugin tier sends ticket notifications to Slack, Teams and Mattermost, but there is no two-way ticket-creation app inside chat. | YesA native Teams app creates, assigns, updates and resolves tickets with real-time notifications from within a channel; a separate Slack app also exists. |
| Microsoft 365 depth (Entra ID, Intune, Azure, Power Platform)SSO, user sync, device sync, Power BI connector. Most SMC clients run Microsoft. | ●●●●●3/5Integrates with Microsoft Entra for single sign-on, with enforced MFA and conditional-access policies delegated to the customer's identity provider; Power Platform and Power BI depth aren't detailed here. | ●●●●●4/5SAML SSO and Entra ID user/group provisioning both work, but Microsoft's own tutorial shows the provisioning runs over the legacy SOAP API, not native SCIM 2.0. | ●●●●●3/5SAML SSO and automatic SCIM user provisioning with Microsoft Entra ID are both documented; no native Intune device-sync or Power Platform connector was found. | ●●●●●3/5SAML single sign-on with Microsoft Entra ID is documented directly by Atlassian; SCIM provisioning and deeper Intune/Power Platform hooks are not detailed on that same page. | ●●●●●3/5Entra ID, Intune and Azure DevOps connectors plus a Microsoft Copilot integration exist, a solid but not deeply native Microsoft story. | ●●●●●4/5Marketplace connectors cover Active Directory, Microsoft MDM (Intune), Teams, Power Automate, Power BI, Outlook and Graph across the Microsoft 365 suite. | ●●●●●3/5Entra ID SAML/OIDC single sign-on is confirmed via a Microsoft Entra Gallery app listing, but Ivanti has no native SCIM 2.0 endpoint for automated user provisioning from Entra ID. | ●●●●●2/5SSO supports Azure/Entra ID via SAML or OIDC, but no Intune, Power Platform or Power BI connector is documented on the pages checked. | ●●●●●2/5SAML and OAuth plugins connect Entra ID for SSO and user import; there is no native Intune device sync, Power Platform or deep Azure integration. | ●●●●●3/5Azure AD (Entra ID) single sign-on and Intune asset sync with remote actions (restart, sync, wipe, retire, delete) are confirmed; Power Platform and Power BI are not mentioned. |
| Native integrations and marketplaceCount and quality of connectors: monitoring, RMM, HR, ERP. | ●●●●●4/5The integration directory spans 18+ categories (monitoring, ITAM, DevOps, finance, SSO) with named connectors; the vendor does not publish a total connector count. | ●●●●●4/5IntegrationHub ships pre-built spokes for third-party systems and lets teams build custom spokes, but ServiceNow publishes no connector count, so best-in-class breadth is not evidenced. | ●●●●●4/5A large marketplace of ready-made connectors spans monitoring, HR, ERP and collaboration tools; Freshworks does not publish an exact total integration count on the marketplace page. | ●●●●●4/5The Marketplace lists dozens of curated apps across testing, workflow, time-tracking and BI categories, with more discoverable by search, one of ITSM's larger ecosystems. | ●●●●●4/5A dedicated marketplace lists 100+ pre-built connectors across monitoring, HR/ERP, collaboration and device management. | ●●●●●4/5The integrations marketplace lists dozens of named connectors across 20+ categories (monitoring, ERP, identity, CMDB, security, analytics), though it publishes no total connector count. | ●●●●●4/5Neurons iPaaS lists over 1,000 out-of-the-box connectors spanning monitoring, HR, security and project-management tools (Workday, ADP, Jira, CrowdStrike, Okta, Zscaler). | ●●●●●4/5Over 100 pre-built integrations span monitoring (Datadog, Dynatrace, AppDynamics, Grafana), DevOps (Azure DevOps, GitHub, Bitbucket) and endpoint/discovery tools (Jamf, Baramundi, JDisc). | ●●●●●2/5The plugin marketplace covers CSV import, Centreon monitoring and Metabase reporting, but native connector depth trails vendors with in-house marketplaces of hundreds of apps. | ●●●●●4/570+ native and marketplace integrations span monitoring, ITOM, identity, DevOps and SIEM categories, per the vendor's integration hub. |
| API, webhooks and iPaaSREST coverage, rate limits, webhooks, n8n or Power Automate connectors. | ●●●●●3/5Lansweeper pushes asset updates to Halo's API via webhooks in real time, confirming inbound API/webhook support; no native n8n or Power Automate connector was found. | ●●●●●3/5REST API exports work, but default limits (10,000 rows) need admin changes for bulk use, and DIY API/ETL integration is resource-intensive, per an independent migration-tooling analysis. | ●●●●●4/5REST API with per-tier rate limits (100/200/400/500 calls per minute for Starter/Growth/Pro/Enterprise); n8n offers a dedicated connector for workflow automation. | ●●●●●3/5REST API and webhooks are Atlassian's own; the confirmed Power BI connector here is built by a third party (Pallas Apps), not Atlassian, and similar iPaaS links rely on Marketplace apps too. | ●●●●●3/5REST API, OData endpoints, webhooks and full developer docs are published; no dedicated n8n connector is confirmed beyond generic REST/webhook use. | ●●●●●2/5EV Orchestrate documents bidirectional integrations and a prebuilt-workflow library, but no REST rate limits, webhook detail or named iPaaS connectors (n8n, Power Automate) are published. | ●●●●●4/5The dedicated Neurons iPaaS platform's 1,000+ connectors and low-code editor give broad integration coverage, though this page does not detail a REST API or webhooks specifically. | ●●●●●3/5A REST API and webhooks are documented, plus a native Xurrent iPaaS connector framework and a managed integration service; no n8n or Power Automate connector is listed. | ●●●●●3/5The documented REST API covers CRUD, search and bulk operations on most objects; webhooks need a separate plugin (Mattermost/Slack), and there is no purpose-built n8n or Power Automate connector. | ●●●●●3/5A broad REST API covers every module the web client can do; webhooks and rate limits are not documented, and no n8n connector is listed. |
| Monitoring and event management (ITOM)Event-to-incident correlation, native or via integration. | YesPRTG's native integration ingests monitoring alerts and creates them as HaloITSM tickets automatically for triage and action, per Halo's own integration guide. | YesEvent Management correlates monitoring alerts to mapped business services, replacing alert noise with actionable signals, per an independent ITOM write-up. | YesNative alert management groups and correlates monitoring events to incidents with AI noise reduction, alongside built-in on-call escalation. | PartialOpsgenie's JSM integration is bidirectional, automatically creating and closing Opsgenie alerts from tickets, but it is a separate Atlassian product sold and priced on its own. | PartialEvent correlation is reached via the Dynatrace connector, a third-party integration, rather than a native ITOM module. | YesEV Observe correlates events from Datadog, Dynatrace, Nagios, Prometheus, Zabbix and other monitoring tools into incidents. | PartialA native Security Operations module manages and automates vulnerability remediation, but the page gives no detail on correlating general monitoring events into incidents. | YesNative monitoring integrations feed AI-assisted alert correlation that one case study cites as cutting monthly alert volume from 15,000 to 3,000. | PartialEvent-to-incident correlation is not native; a Centreon integration comes as a supported community plugin, included on every GLPI Network tier from Basic (€100/month, about €1,200/year, excl. VAT) upward. | YesOpManager, Applications Manager, Site24x7, SolarWinds and Nagios XI convert monitoring alerts and CI syncs into incidents or CMDB updates natively. |
| AI pricing and data handlingIncluded or paid add-on, model provider, whether prompts and ticket data stay in the EU, opt-out per tenant. | Halo AI runs on a built-in OpenAI connection at no extra cost; customers can instead connect their own AI provider via their own API key. The built-in option's hosting region isn't stated. | Now Assist ships in 2026 tiers with consumption-based token pools rather than a flat per-user add-on; per-tenant data-handling terms are quote-specific. | Freddy AI Copilot costs $29/agent/month on every tier offering it; Freddy AI Agent and Insights are free only with Enterprise. No model provider is published. | Rovo AI is included from Standard on usage credits; account and AI data sit outside data-residency pinning and may process outside the EU region. | AI features are bundled into the Engaged and Excellent tier prices, not a separate add-on, but TOPdesk does not publish which model or region powers them. | AI components (Pulse AI, Konverso) run on AWS Bedrock (France/US) and Mistral AI (EEA regions); AI pricing and per-tenant opt-out are quoted, not published. | AI features sit in a central admin hub and are stated as unavailable on FedRAMP deployments; no page names the model provider or confirms EU data residency. | Sera AI is included at every tier with no token pool, tier gate or overage fee; the model provider and EU residency for AI processing are not disclosed. | GLPI-AI is listed as a paid, subscription-only plugin; the model provider and whether EU data residency applies to its processing are not published anywhere. | Zia LLM runs on ManageEngine's own data centres at no extra cost; ChatGPT, Azure OpenAI and Google AI Studio are bring-your-own-key alternatives. |
EExperience and reporting(7)
| HaloITSM | ServiceNow ITSM | Freshservice | Jira Service Management | TOPdesk | EasyVista Service Manager | Ivanti Neurons for ITSM | Xurrent (formerly 4me) | GLPI | ManageEngine ServiceDesk Plus | |
|---|---|---|---|---|---|---|---|---|---|---|
| Agent experience and ease of useReview-site ease-of-use scores plus SMC hands-on notes. | ●●●●●4/5G2 reviewers rate the product 4.8/5 overall and single out ease of use; limited UI customisation depth is the main complaint raised. | ●●●●●3/5Verified reviews give a 4.2/5 ease-of-use score, yet the same reviews describe 'a steep learning curve' and an interface that 'can feel clunky' for non-experts. | ●●●●●5/5G2 (4.6/5 from 1,300+ reviews) and Gartner Peer Insights (about 4.4/5) both show reviewers praising a clean interface that new agents learn quickly. | ●●●●●4/5G2 rates it 4.3/5 from 900+ reviews and Capterra 4.5/5 from 700+ reviews; a specific ease-of-use sub-score was not confirmed via a directly fetched page. | ●●●●●4/5Gartner Peer Insights named TOPdesk a 2021 Customers' Choice (4.7/5, 750+ reviews), citing a user-friendly interface and quality of support. | ●●●●●3/5G2 reviewers reportedly give EV Service Manager an ease-of-use score of 7.0 out of 10 across 96 reviews, trailing simpler-to-run competitors. | ●●●●●2/5Capterra rates ease of use 3.6/5 from 15 reviews, with one reviewer calling the deep customisation 'overwhelming to someone new to the software'. | ●●●●●4/5G2 and Gartner Peer Insights both show high review scores for Xurrent ITSM, and some reviewers describe the interface as easy to use but dated. | ●●●●●2/5G2 reviewers rate GLPI well on value for money but describe the interface as dated and LAMP-era, with clunky menus next to modern SaaS agent desks. | ●●●●●4/5G2 reviewers rate the interface easy and intuitive (4.2/5 across 242 reviews), though some cite feature limits in search and ticket views. |
| Ease of initial configurationForms, fields, views and SLAs set up by an admin, not a developer, during implementation. | ●●●●●3/5Admins configure forms, workflows and SLAs without code per vendor documentation, but the breadth of the all-in-one platform adds initial setup surface. | ●●●●●2/5User reviews call initial configuration 'not too easy', needing 'time and skill' and administrators with 'deep platform knowledge', though usable once set up. | ●●●●●4/5G2 and Gartner Peer Insights reviewers describe getting forms, fields and SLAs configured and the service desk running quickly without a developer. | ●●●●●3/5Atlassian markets self-serve setup as "configure, click, and get going in minutes"; deeper workflow and permission-scheme changes are Jira-admin tasks not detailed on that page. | ●●●●●4/5TOPdesk's reviews page cites a 2020 Gartner Magic Quadrant note that it had the shortest implementation timeline, 10 to 25 days, among reviewed vendors. | ●●●●●3/5A no-code Design Studio configures forms and workflows; EasyVista's own pages give no indication of typical admin setup time or how much a mid-market rollout relies on professional services. | ●●●●●2/5Analyst commentary describes the platform as complex and broad to configure, with onboarding commonly taking months once integrations like Intune or SCCM are added. | ●●●●●3/5Tiered plans include pooled or named customer-success support during setup, but public pages do not detail how much configuration an admin can complete alone. | ●●●●●2/5Forms, entities and the rules engine need admin-level familiarity with GLPI's data model; there is no guided setup wizard for SLAs or a service catalogue. | ●●●●●3/5Reaching full ITIL scope requires enabling paid add-ons or upgrading to the Enterprise tier, adding configuration steps beyond the base edition's setup. |
| Mobile appNative iOS and Android for agents and end users. | YesFree native iOS and Android apps let agents view assigned tickets, act on workflows and receive notifications away from the desktop. | PartialAn independent comparison lists mobile as a supported deployment option alongside SaaS/cloud; app-specific iOS/Android feature depth wasn't confirmed today. | YesNative iOS and Android apps let agents triage, assign and resolve tickets, and scan assets into the CMDB from a phone. | PartialAtlassian is widely known to ship Jira Cloud mobile apps, but a Jira Service Management-specific mobile capability page could not be located or fetched during this audit. | PartialTOPdesk publishes a mobile app to complete tasks on the go, but the page does not say whether it serves agents, end users, or both, or name iOS/Android. | PartialEasyVista's marketplace lists a "Technician Mobile App | Mobile Tech Pro" entry, but its page content could not be fetched, so iOS/Android coverage and end-user/executive micro-apps are unconfirmed. | YesA native iOS/Android app covers incidents, tasks, requests, catalogue and knowledge search for Mobile Analyst and Self Service roles; its App Store listing sits at only 2.1/5. | YesNative iOS and Android apps are available for agents and end users through the App Store and Google Play. | PartialGLPI has no official first-party mobile app; the community Gapp client and native inventory agents cover Android and iOS instead. | YesNative apps for both Cloud and On-Premise deployments let agents create, view and resolve tickets from iOS and Android devices. |
| Reporting and dashboardsBuilt-in BI, scheduled reports, KPI packs, ITIL metrics out of the box. | ●●●●●4/5Over 1,000 out-of-the-box reports and dashboards cover tickets, SLAs, teams, assets, changes and satisfaction, plus a no-code query builder for custom reports. | ●●●●●4/5Independent audits confirm customisable, real-time dashboards and reporting/analytics beyond basic list views; specific product names weren't confirmed today. | ●●●●●4/5Built-in Analytics module builds custom reports and real-time dashboards covering tickets, SLAs, agent performance, assets and change success rates without writing code. | ●●●●●3/5Atlassian's own dashboard/reporting documentation could not be fetched directly in this audit; the confirmed Power BI connector (a third-party app) is the documented path to deeper cross-project BI. | ●●●●●3/5Customisable dashboards and KPI visualisation are standard, including duration reports that show request-processing bottlenecks. | ●●●●●3/5Role-specific dashboards and micro-apps expose KPIs to agents and executives; depth of scheduled BI reporting versus competitors is not itemised on public pages. | ●●●●●4/5Dashboards are role-aware with pinnable, resizable widgets, plus AI natural-language dashboard creation from a prompt. | ●●●●●3/5An ITSM Analytics module is included for dashboards and reporting, though public pages do not list specific out-of-the-box KPI packs or ITIL metric templates. | ●●●●●2/5Native dashboards and a report generator exist in the core, but deeper BI needs the paid Metabase or Advanced Dashboard exclusive plugins. | ●●●●●3/5A separate Zoho Analytics connector, not built into the core product, adds 80+ prebuilt reports on incidents, SLAs and technician performance. |
| Data export and Power BIDirect connector, ODBC, or export only. | YesHalo has a built-in Power BI integration that combines Halo data with other business metrics on a centralised dashboard, per the vendor's own integration page. | PartialCSV/XML/JSON/Excel export is confirmed with a default 10,000-row cap needing admin action; a native Power BI or ODBC connector wasn't confirmed today. | PartialNo direct native Power BI connector; a scheduled data-export API URL feeds Power BI's web connector, which works but needs manual setup. | PartialThe Power BI connector is confirmed here as a third-party Marketplace app (Pallas Apps), not a built-in Atlassian feature; native CSV/API export is Atlassian's own. | PartialA full database export is available through the customer portal (My TOPdesk) at any time; no direct Power BI connector is confirmed publicly. | YesPower BI and Qlik Sense connectors are listed among the platform's business-intelligence integrations for direct reporting. | PartialIvanti's own product page says 'integration with third-party BI tools allows you to import ITSM data for advanced reporting', without naming Power BI specifically or describing a dedicated connector. | PartialCustomers can export their data at any time per the security page, but no dedicated Power BI connector is documented; export appears to be file-based. | PartialCSV/PDF export and direct MySQL read access (Private Cloud plan) are available, but there is no native, first-party Power BI connector. | PartialThe Zoho Analytics connector is a separate add-on, not a native embed; no native Power BI connector exists, only third-party ODBC options. |
| UI and portal languages (FR, NL, EN, DE)Full translation of agent UI and portal, not machine-translated. | PartialThe vendor lists 'Language' as an advanced platform feature but does not publish which UI or portal languages are supported, or the translation quality. | PartialServiceNow is widely known to ship many UI language packs, but no page reachable today independently confirmed French, Dutch and German coverage specifically. | Yes34 supported languages include full French, Dutch, English and German translations for the agent interface and portal. | PartialAtlassian documents per-project language configuration for team-managed service projects; the specific supported-language list (including French and Dutch) was not extractable from the fetched page. | PartialTOPdesk's own site language switcher shows Dutch, English, German, Danish and Portuguese; French was not confirmed among them despite a Wallonia office. | PartialService Manager ships with English, French, German, Italian, Portuguese and Spanish by default, plus up to six more configurable languages; the documentation does not name Dutch among them. | YesA third-party software directory lists the interface as offered in eleven languages including French, Dutch, English and German. | PartialPublic pages confirm an English interface; French, Dutch or German portal and agent-UI translation coverage is not documented on the pages checked. | YesGLPI's own repository ships over 80 locale files, including fr_FR/fr_BE, nl_NL/nl_BE, en_GB/en_US and de_DE, so French, Dutch, English and German are all covered. | PartialThe EU cloud edition is offered in 12 major European languages per the vendor's data-centre launch page, which does not itemise which ones. |
| Ease of ongoing changeEffort for an admin to change a workflow, form or SLA after go-live; sandbox, versioning and release impact. | ●●●●●4/5No-code configuration of workflows, forms and SLAs is built for admins to change after go-live; sandbox and versioning behaviour is not publicly detailed. | ●●●●●2/5Reviewers describe the platform as needing 'deep platform knowledge' to configure; the same complexity plausibly extends to post-go-live changes, though not confirmed specifically. | ●●●●●3/5Admins can edit workflows, forms and SLAs after go-live, but a sandbox to stage and test changes before syncing them live is an Enterprise-only feature. | ●●●●●3/5Atlassian's own pages do not detail post-go-live change tooling (sandbox, versioning) for Jira Service Management specifically; ongoing workflow and SLA edits remain a Jira-admin task. | ●●●●●3/5Roles and authorisations are adjustable at a granular level by an admin, but no sandbox or staged-release environment for workflow changes is documented. | ●●●●●3/5The no-code Design Studio and Workflow Designer let admins adjust forms and workflows after go-live; a "Test platform" is listed as included, though release-versioning detail is not published. | ●●●●●2/5No sandbox, versioning or release-impact tooling is documented publicly; the same configuration complexity noted at go-live likely extends to ongoing changes. | ●●●●●3/5Workflow Automation and low/no-code customisation cover ongoing changes to forms and processes, but sandbox and release-impact tooling are not described publicly. | ●●●●●2/5Rules, forms and SLAs can be edited live by an admin, but there is no staged sandbox or one-click rollback before a change reaches production. | ●●●●●4/5A sandbox lets admins test workflow and automation changes before deploying to production; a separate versioned rollback history is not described. |
FTrust and risk(9)
| HaloITSM | ServiceNow ITSM | Freshservice | Jira Service Management | TOPdesk | EasyVista Service Manager | Ivanti Neurons for ITSM | Xurrent (formerly 4me) | GLPI | ManageEngine ServiceDesk Plus | |
|---|---|---|---|---|---|---|---|---|---|---|
| Security certifications (ISO 27001, SOC 2)Trust centre and certificate dates. | CertifiedStates ISO 27001 and SOC 2 Type II compliance plus Cyber Essentials, with certificate documentation available on request via the trust portal. | CertifiedCSA STAR Level 2 (ISO/IEC 27001-based) certified and listed for the EU Cloud Code of Conduct; vendor-claimed SOC 1/2 and FedRAMP High not re-verified today. | CertifiedISO/IEC 27001:2022, ISO/IEC 27701:2019 and SOC 3 are available immediately; SOC 1 Type 2 and SOC 2 Type 2 reports are available on request. | CertifiedSOC 2 Type II reports cover Atlassian's cloud products plus Rovo and Atlassian Guard; ISO 27001 and ISO 27018 certify the wider cloud platform. | CertifiedSOC 2 (ISAE 3000), audited annually for the SaaS platform; the audit maps its controls to ISO 27001, but TOPdesk itself does not claim ISO 27001 certification. | CertifiedSecurity data sheet names SOC 2 (SSAE18), ISO 27017 and 27018, and HDS (French health-data hosting); the sheet does not clearly cite ISO 27001 by name. | CertifiedISO/IEC 27001 and SOC 2 Type II certified; ISO 27001-to-NIS2 control mapping is published through the Ivanti Trust Center. | CertifiedCertified to ISO 27001 and ISO 27018 for information security and cloud PII protection; a SOC 2 Type II report is available on request. | Not certifiedNo independent ISO 27001 or SOC 2 attestation found for Teclib or GLPI Network itself; its security policy cites ISO 27001 only for an unrelated third-party customer project. | CertifiedISO/IEC 27001, 27701 and 27017, plus SOC 2 Type II (and SOC 2 + HIPAA Type II for ServiceDesk Plus specifically), dated on the compliance page. |
| GDPR and NIS2 supportDPA, EU sub-processors, incident-reporting workflows, audit trail. | PartialGDPR DPA, EU AWS hosting, data-subject-rights tooling and audit logging are confirmed; no NIS2-specific incident-reporting workflow is documented. | YesListed for the EU Cloud Code of Conduct, which CSA states 'legally demonstrates GDPR compliance'; broader DPA/sub-processor documentation wasn't re-confirmed today. | PartialA Data Processing Agreement and a published sub-processor list are available from the Trust Center; no explicit NIS2 incident-reporting workflow is documented publicly. | PartialData-residency controls with named EU regions support GDPR data-location requirements; DPA and NIS2 incident-reporting specifics were not confirmed on the same page. | PartialTOPdesk states its SaaS can be used in a GDPR-compliant way and publishes a sub-processor list; NIS2-specific controls are not addressed in the public documentation. | PartialGDPR compliance is documented with EU sub-processors and Standard Contractual Clauses for transfers; no NIS2-specific incident-reporting workflow is published. | YesA published GDPR Compliance Statement, ICO registration and ISO 27001 control mapping to NIS2 requirements are available through the Trust Center. | PartialA Data Processing Addendum and a dedicated GDPR compliance section are published; no explicit NIS2 incident-reporting workflow is documented. | PartialGLPI Network names a Data Protection Officer contact and discloses sub-processors (OVH, Scaleway, Stripe, Sendgrid), but has no NIS2 or incident-reporting workflow statement. | PartialRight-to-be-forgotten anonymisation and exportable audit logs are documented; no public DPA/sub-processor list or NIS2 workflow was found. |
| Vendor stability and roadmap cadenceOwnership changes, release frequency, public roadmap. | ●●●●●3/5The vendor's own site cites a new 'Willis Building' global HQ, suggesting continued growth; no independent evidence of a recent ownership change or a public roadmap page was found. | ●●●●●5/5Publicly traded (NYSE: NOW, S&P 500) since its 2012 IPO, with no ownership-change risk across a two-decade operating history. | ●●●●●3/5Nasdaq-listed with revenue guidance near $960M and 16% growth in Q1 2026, but a May 2026 restructuring cut about 11% of staff, a mixed stability signal. | ●●●●●3/5The Data Center product line is being wound down entirely (new sales stop 30 Mar 2026, full end-of-life 28 Mar 2029), forcing self-hosted customers into a costly cloud migration. | ●●●●●4/5A three-decade, founder-built vendor took its first outside capital, a €200M minority stake from CVC Growth Funds (Dec 2023); co-founder Wolter Smit stays CEO. | ●●●●●3/5Eurazeo-owned since 2020; 2026 Gartner Magic Quadrant inclusion and the 2026 Konverso acquisition show an active roadmap, though private-equity ownership carries exit risk. | ●●●●●2/5Cherwell CSM, an Ivanti-acquired ITSM platform, reaches official end-of-life on 31 December 2026 — Ivanti retiring a formerly flagship acquired product rather than sustaining it. | ●●●●●3/5A new CEO started in February 2026 as the prior CEO became Executive Chairman, following the company's 2024 rebrand from 4me; a leadership change signals moderate transition risk. | ●●●●●3/5The vendor's roadmap page confirms major updates delivered every year and a roadmap open to community contribution on GitHub, but it remains a small independent editor, not a scaled ITSM vendor. | ●●●●●4/5Zoho is privately owned and bootstrapped, with no venture capital or public listing, reducing the PE-ownership-flip risk seen elsewhere in this category. |
| Review scores (G2, Gartner Peer Insights)Score and review count, captured with date. | G2: 4.8/5 (22 reviews). Gartner Peer Insights: 4.6/5 (192 reviews) in the IT Service Management Platforms market, captured Sep 2026. | G2 and Gartner blocked re-fetch; GetApp shows 4.5/5 overall and 4.5/5 ease-of-use (357 reviews); Software Advice separately shows 4.2/5 ease-of-use. | G2: 4.6/5 from over 1,300 reviews. Gartner Peer Insights: roughly 4.4/5 from about 900 reviews. Both captured September 2026. | G2 rates Jira Service Management 4.3/5 from 900+ reviews; Capterra rates it 4.5/5 from 700+ reviews, both cited directly on this page. | Gartner Peer Insights: 4.7/5 from 750+ reviews, including a 2021 Customers' Choice distinction. | Reportedly G2: 3.9/5 from 96 reviews. Gartner Peer Insights: roughly 4.8/5 from 445+ ratings, 2025 Customers' Choice for ITSM Platforms. | Capterra rates it 3.9/5 from 15 reviews spanning ~50 to 10,000+-employee firms; G2/Gartner pages returned 403 and could not be fetched to verify. | G2: 4.6 out of 5 across 87 reviews for Xurrent ITSM. Gartner Peer Insights: 4.5 out of 5 across 287 ratings. | G2 lists GLPI at roughly 4.5/5 from about 40 reviews, strongest on value for money; Gartner Peer Insights has too few reviews for a published score. | G2: 4.2/5 across 242 reviews (Standard edition). Gartner Peer Insights: 4.4/5 across roughly 900 IT service management ratings (2022 data). |
| Lock-in and exitExport completeness, API access to history, contract exit terms. | ●●●●●3/5The GDPR page states customer data is deleted up to 3 months after contract end, which shortens the practical window to export historical data before deletion. | ●●●●●2/5Default export limits (10,000 rows) and the overhead of maintaining DIY API/ETL integrations make full self-service data extraction harder than it looks. | ●●●●●3/5A REST API and scheduled data-export tools support extracting ticket and asset history, but contracts only allow cancellation at the end of the current term, not mid-contract. | ●●●●●3/5Atlassian does not publish contract-exit terms; third-party tools that move tickets, contacts, KB articles and custom fields into JSM suggest the data model is reasonably extractable. | ●●●●●3/5Customers can export a full database copy via My TOPdesk at any time during the contract, but all backups are deleted within 90 days of termination. | ●●●●●2/5Neither EasyVista's public pages nor its General Terms and Conditions PDF (unreadable as text on fetch) state how completely historical tickets and attachments export on contract termination. | ●●●●●2/5The Cherwell CSM end-of-life (31 December 2026) shows Ivanti has previously forced customers of an acquired platform to re-platform, a real lock-in precedent beyond roadmap promises. | ●●●●●3/5Customers can export all their data at any time, but public pages do not detail contract exit terms, notice periods or post-termination retention windows. | ●●●●●4/5Self-hosted data lives in a customer-controlled MySQL database with full API and SQL access, so data export and contract exit are close to unrestricted. | ●●●●●3/5Self-service CSV/XLSX export of tickets, assets and users is documented under Setup > Data Administration; public contract exit terms are not detailed. |
| Encryption and key management (BYOK / HYOK)Encryption at rest and in transit; bring-your-own-key or hold-your-own-key for the cloud edition; self-hosted counts as full key control. | PartialThe vendor states data and devices are encrypted where possible; no BYOK/HYOK is named for the cloud edition, though self-hosted gives full key control. | PartialEncryption at rest and in transit is standard; whether customer-managed keys (BYOK/HYOK) are offered wasn't confirmed today, as trust.servicenow.com blocked automated access. | NoAES-256 encryption at rest and TLS 1.2 in transit are documented, but no bring-your-own-key or hold-your-own-key option is published for the SaaS-only product. | PartialEncryption at rest and in transit is Atlassian's default; BYOK (Enterprise-only) is closed to new customers and is being replaced by a newer customer-managed-key (CMK) offering. | PartialData is encrypted at rest, in transit and in use via Azure-managed encryption by default, but no bring-your-own-key or hold-your-own-key option is documented. | PartialData is encrypted at rest per the security data sheet; no bring-your-own-key option is documented, and no on-premises edition giving full key control is confirmed on a vendor page. | PartialField-level symmetric/asymmetric encryption is documented for stored data, but no BYOK/HYOK exists for the cloud tier; only on-premises keeps keys off Ivanti's infrastructure entirely. | YesBring-your-own-key encryption is listed as included on every plan, not gated to a top tier; TLS 1.3 in transit and encryption at rest apply platform-wide. | PartialSelf-hosting gives full key control by design; the GLPI Network Cloud plans document HTTPS and SHA256 hashing but no bring-your-own-key option for the hosted database. | PartialCustom field-level encryption at rest and in-transit encryption are documented; no public bring-your-own-key option for the cloud edition was found. |
| Identity: SSO, MFA, RBAC, SCIMSAML or OIDC single sign-on, enforced MFA, granular roles, SCIM provisioning from Entra ID. | PartialSSO integrates with Microsoft Entra, and conditional-access/MFA policies apply at the identity-provider level; role/queue sync, granular RBAC and SCIM aren't detailed on this page. | PartialSAML/OIDC SSO, IdP-based MFA and granular RBAC are mature; Microsoft's own tutorial shows Entra ID provisioning to ServiceNow runs over the legacy SOAP API, not native SCIM 2.0. | YesTwo-factor authentication and role-based access through IAM are documented on Freshworks' security page; Microsoft's own tutorials confirm SAML SSO and automatic SCIM provisioning with Entra ID. | PartialSAML single sign-on with Microsoft Entra ID is documented directly by Atlassian; SCIM provisioning and enforced MFA specifics are not detailed on that same page. | PartialSingle sign-on via the customer's existing identity provider, with IdP-enforced MFA and granular role-based access, is documented; SCIM auto-provisioning is not mentioned. | PartialThe Authentication Service documents SAML 2.0, OAuth 2.0 and OpenID Connect single sign-on; this page does not address SCIM auto-provisioning or role-based access control. | PartialSAML 2.0/OIDC SSO works with Okta, Entra ID, ADFS and others, but Ivanti has no native SCIM 2.0; user lifecycle relies on JIT login attributes with no automated deprovisioning. | YesSAML or OIDC SSO with Okta, Azure and Google, mandatory MFA, role-based access control and SCIM provisioning are all documented on the security page. | PartialRole-based profiles are native, but SAML SSO needs a community plugin (official docs recommend the paid OAuth SSO and SCIM plugins instead) rather than core, subscription-free provisioning. | PartialSAML 2.0 SSO with AD/LDAP is native; the vendor's own SSO page does not confirm native SCIM or MFA, unlike some identity-provider marketplace listings. |
| Audit logging and data retention controlsImmutable audit trail, exportable logs, configurable retention and deletion per record type. | PartialAudit trails and security logging are standard, but documented retention is fixed (e.g. 3 months post-contract), not configurable per record type. | PartialISO/IEC 27001 certification (confirmed via CSA STAR) requires logged, reviewable controls in principle; the platform's specific audit-log mechanics weren't confirmed today, vendor docs blocked. | PartialAdmin-section audit logs are listed as an Enterprise-only feature; Starter, Growth and Pro customers do not get the same change-tracking trail. | YesSite-level audit log retention is configurable at 1, 3 or 6 months; the org-level audit log in Atlassian Administration keeps 180 days and cannot be extended. | PartialAccess logs are downloadable and retained six months, but the in-product full activity log only covers 3 days, so longer retention needs a customer export. | PartialA vendor blog describes audit-ready documentation and traceable critical activities aligned with standards such as GDPR and ISO 27001; configurable per-record retention or deletion is not documented. | PartialA transaction audit log captures creation, updates, deletion and views of records (user ID, role, timestamp, address) and can auto-archive; no per-record retention detail was found. | YesAll data changes and authentication events are logged with IP tracking and are viewable by administrators, with customer-defined retention policies. | PartialThe vendor's features page confirms a native log of system events (logins, user actions), but configurable per-record retention and deletion policies are not documented publicly. | YesActivity logs plus a dedicated PII/ePHI log are exportable as CSV/XLS, letting admins review who changed sensitive data and when. |
| Vulnerability track record and disclosurePublic disclosure programme, penetration-test cadence, notable CVEs in the last 24 months. | Publishes a vulnerability disclosure policy with 48-hour response for critical/high issues; cites CVE-2025-55182 (unaffected) and CVE-2025-55315 (patched). | Real in-the-wild attacks targeted three 2024 CVEs (critical/medium severity); a related 2025 high-severity ACL bug drew no confirmed active exploitation. | A HackerOne disclosure programme gives no reward, only recognition. A 2022 Discovery Agent flaw (CVE-2022-36174) was patched; no breach is disclosed since. | A 2024 patch round fixed high-severity CVEs (e.g. CVE-2024-21685) in self-managed Jira/JSM Data Center and Server; Cloud was unaffected, none exploited. | A 2023 SAML signature-wrapping flaw (CVE-2023-34923) that could let an attacker impersonate any user was acknowledged and patched promptly. | CVE records show XSS and SQL-injection issues in older builds, fixed in version 2022.1.110.1.02; no new public CVEs were found in the last 24 months. | Neurons for ITSM patched CVE-2026-4913 (CVSS 5.7) and CVE-2026-4914 (CVSS 5.4) in v2025.4; Ivanti said neither was exploited before disclosure. | Publishes a responsible-disclosure programme and runs regular third-party penetration tests; no public CVE was found for Xurrent or 4me in the last 24 months. | A single March 2026 security release fixed 6 CVEs rated moderate to critical, including server-side template injection, stored XSS and an MFA-bypass flaw. | The vendor runs a public bug-bounty and advisory page; 8+ disclosed CVEs 2023-2026 for ServiceDesk Plus, including a June 2026 RCE fixed in build 15290. |
GDelivery and SMC verdict(5)
| HaloITSM | ServiceNow ITSM | Freshservice | Jira Service Management | TOPdesk | EasyVista Service Manager | Ivanti Neurons for ITSM | Xurrent (formerly 4me) | GLPI | ManageEngine ServiceDesk Plus | |
|---|---|---|---|---|---|---|---|---|---|---|
| Time to value (weeks to first live process)Typical SMC project duration for a mid-market scope. | SMC's own comparison guide rates HaloITSM implementation time to value as 'Adequate (8–16 wks)' for a mid-market ITIL scope. | Independent guides put a single ServiceNow ITSM module live in 3-6 months, with large multi-module transformations taking 12+ months. | Freshworks states that 80% of customers go live within 90 days of starting implementation. | Atlassian markets self-serve setup as "configure, click, and get going in minutes"; no official implementation timeline is published for mid-market ITSM scope. | TOPdesk's reviews page still cites a 2020 Gartner note on the shortest implementation timeline (10-25 days) among reviewed vendors. | No published typical project duration; EasyVista markets 'flexible, codeless technology' but leaves implementation timelines to the sales quote. | Full rollouts with integrations (Intune, SCCM, ITOM) commonly take several months; Ivanti publishes no week-to-value figure for a standalone ITSM configuration. | Case studies cite a two-week go-live (Axsos) and a 24-day IT-support rollout (Hasselt University) for focused service-desk deployments. | No vendor-published time-to-value figure exists; SMC estimates a full self-hosted rollout with SLAs and rules configured needs 6-10 weeks with an integrator. | The vendor markets a 60-second templated setup for new department instances; SMC has no independent benchmark for a full mid-market ITIL rollout. |
| Partner ecosystem in Benelux and FranceCertified partners and availability of skills. | ●●●●●3/5SMC Consulting is an officially certified HaloITSM implementation partner across Belgium, France, Luxembourg and Switzerland, delivering natively in English, French and Dutch. | ●●●●●5/5Plat4mation alone fields 500+ ServiceNow experts as a self-described dedicated European 'pure-player' partner, based in the Netherlands. | ●●●●●2/5Freshworks covers France and the Netherlands with its own offices, but the certified delivery bench in Benelux is thin, resting on a small number of resellers such as H4Tech. | ●●●●●3/5Idalko is a certified Platinum Solutions Partner focused on ITSM/ESM, based in Belgium with Netherlands and France offices; Atlassian itself has no direct local sales presence. | ●●●●●3/5TOPdesk runs its own offices in the Netherlands and both Belgian regions rather than a certified-partner network there; no partner or direct office is listed for France. | ●●●●●2/5The partner programme runs Silver/Gold/Platinum tiers with a global locator, but EasyVista's own page does not break down partner counts or coverage by country, so Benelux presence is unconfirmed. | ●●●●●2/52Grips is a confirmed certified partner active in Belgium and the Netherlands; no French partner or direct Ivanti office was found, a thinner regional network than Benelux-focused competitors. | ●●●●●2/5The 2024 rebrand press release frames growth around the Benelux region and names delivery partners onITnow and Stefanini, but no dedicated France office or partner is confirmed. | ●●●●●2/5The partner directory lists over 20 tiered (Silver/Gold/Platinum) integrators in France, but no partner specifically covering Belgium or the Netherlands is listed, unlike the bigger platforms. | ●●●●●2/5One direct European office (Utrecht, Netherlands) covers Benelux with no dedicated France office; a thinner bench than TOPdesk or ServiceNow. |
| Migration tooling and typical effortImporters, API migration, what transfers and what does not. | SMC's migration guide describes a four-phase framework: discovery and target blueprint, HaloITSM build and integrations, data migration and validation, then cutover and hypercare. | Default exports cap at 10,000 rows until an admin raises the limit; DIY API/ETL integration is resource-intensive, so specialist migration tools exist. | SMC's migration guide describes exporting Freshservice data via CSV or API, then field-mapping it into the target platform; no bulk-export wizard is described. | No native ServiceNow importer confirmed; services like Help Desk Migration move tickets, contacts and KB articles from Zendesk/Freshdesk/Freshservice into JSM. | TOPdesk documents a full database export via the customer portal (My TOPdesk); no dedicated from-competitor import wizard is publicly documented. | No native import wizard is published; the third-party firm StrataCom sells a toolkit migrating from ServiceNow, Ivanti, Cherwell and other predecessors. | Ivanti's Cherwell migration guidance says a clean Neurons for ITSM install keeps stored expressions and webhooks, and REST APIs keep integrations working. | A REST API, webhooks and 100-plus connectors support data exchange; no named migration accelerator from a rival ITSM tool is published on the integrations page. | CSV import and a documented REST API move data in; there is no vendor-built importer from ServiceNow, Jira or Freshservice, so plan for custom scripts. | Built-in wizards migrate requests, problems, assets and knowledge articles from ServiceNow, Jira, Freshservice, Zendesk and HaloITSM in about a week. |
| SMC experience with the toolProjects delivered, migrations from and to. | SMC Consulting is an officially certified HaloITSM implementation partner (Belgium, France, Luxembourg, Switzerland) with ITIL v4-certified consultants and a structured migration methodology. | SMC's practice centres on HaloITSM delivery; ServiceNow is engaged through comparative platform assessments and migration-out scenarios, not net-new builds. | SMC's ITIL v4 consultants work hands-on with Freshservice, HaloITSM and ServiceNow, and have delivered Freshservice-to-HaloITSM migrations for clients. | SMC's public track record lists Jira Service Management as a migration-source platform in vendor-neutral ITSM consulting, not as a platform SMC implements. | SMC has not delivered a named TOPdesk go-live; it evaluates TOPdesk within a vendor-neutral practice that has delivered 40+ ITSM migrations overall. | One of 12 ITSM platforms in SMC's own vendor-neutral tool-selection content, positioned as a French vendor for public sector and large FR/EU enterprises. | SMC lists Ivanti Neurons among 12 ITSM platforms it evaluates ('generic IT, deep automation, Cherwell/HEAT heritage'), not a named delivered project. | No SMC-delivered Xurrent implementation to date; this fact sheet is built entirely from public vendor, review and certification sources. | SMC has not delivered GLPI as a client platform; SMC's migration page lists GLPI only among the many tools it evaluates, without singling it out. | SMC has not delivered a ManageEngine ServiceDesk Plus project to date; this profile is desk research only, unlike HaloITSM's 180+ SMC deployments. |
| SMC verdict: best for, not forTwo honest lines per tool. This is where the HaloITSM preference lives. | SMC's guide: HaloITSM suits organisations where governance reduces risk (strict SLAs, CAB, audit, CMDB-centred incidents); Freshservice suits rapid rollouts prioritising out-of-the-box AI deflection instead. | Best for large, governance-heavy enterprises running IT plus HR, finance and CSM; not for cost-sensitive mid-market teams wanting fast, predictable ITSM value. | Best for a fast, cloud-native rollout with strong AI deflection; not for deep change/problem governance or enterprise service management from day one. | Best for teams already on Jira Software wanting IT support in the same workspace; not for MSPs or teams needing a deep native CMDB out of the box. | Best for organisations wanting IT, facilities and HR on one shared desk; not for MSPs needing multi-tenant billing or a certified ITIL 4 toolset. | Best for FR/EU public-sector and regulated enterprises needing sovereign hosting; not for teams wanting transparent pricing or a fast, self-serve start. | SMC's verdict: 'generic IT, deep automation, Cherwell/HEAT heritage' — best for automation-heavy or Cherwell/HEAT-exiting shops; not a named SMC project. | Best for mid-market and enterprise IT or MSP teams needing SIAM and ITIL 4 depth. Not for buyers needing published prices or a Benelux/France vendor office. | Best for cash-strapped or public-sector teams happy to self-host and accept a dated UI; not for teams wanting AI, polish or one accountable support vendor. | Best for cost-conscious mid-market IT teams; not for large enterprises wanting deep CSDM, native SCIM/BYOK or dedicated France-based delivery. |
The ten tools in detail
One honest profile per tool: who it is for, who should look elsewhere, and how it compares with our pick.
#1
HaloITSM
Our pickHalo Service Solutions Ltd, Stowmarket, United KingdomVerdict: SMC's pick for organisations that need deep, governed ITIL 4 processes and a strong CMDB, at a transparent all-inclusive per-agent price.
Best for
Mid-market IT teams needing full ITIL 4 depth, CMDB, and change and problem governance in one all-inclusive licence.
Not for
Teams whose top priority is best-in-class AI ticket deflection out of the box, or 10,000-plus agent global enterprises.
Strengths
- Single all-inclusive per-agent price with no feature tiers or paid add-ons, so CMDB, ITAM and automation are never gated behind an upsell.
- PeopleCert-accredited ITIL 4 compliance across 11 named practices, with strong incident, change, problem and CMDB depth.
- Federated administration with sub-admin permissions lets departments, regions or service owners manage their own areas in one instance.
- SaaS, private-cloud and self-hosted deployment options, with EU (Frankfurt) and UK (London) AWS regions for data residency.
- SMC Consulting is a certified Benelux/France/Luxembourg/Switzerland partner with native French and Dutch delivery.
Limits
- AI virtual agent and deflection claims are not backed by published metrics, unlike some AI-first competitors.
- No native discovery agent; asset and CI data depend on integrations such as Lansweeper and Intune.
- Standards-based SCIM provisioning and BYOK/HYOK key management for the cloud edition are not explicitly documented.
- A dedicated MSP multi-tenancy mode (separate customer contracts and billing) isn't documented for HaloITSM; that capability belongs to the separate HaloPSA product.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- Multiple deployment models are offered: Halo Cloud (SaaS), Private Cloud, and a fully self-hosted On-Premise edition.
- Licence model
- Per agent (named or concurrent), all modules included, unlimited end users and portal users.
- Entry list price (€/agent/month, annual)
- €77Published UK price is £66/agent/month billed annually; converted at the ECB GBP/EUR reference rate (~1.1658 on 2026-09-01). Single all-inclusive tier, no separate entry edition. Onboarding package required at a bespoke price.
- 3-year licence cost, 50 agents (list price)
- €138,600£66 ≈ €77 × 50 agents × 36 months, single all-inclusive tier. Onboarding package required at a bespoke price (not included).
Pricing
Published flat rate of about €77 per agent per month (billed annually, from £66), all modules included; a custom fixed-fee Enterprise tier exists for qualifying large accounts.
Migration notes
SMC's migration framework spans four phases — discovery, HaloITSM build, data migration and validation, then cutover and hypercare — typically over 8–16 weeks.
#2
ServiceNow ITSM
ServiceNow, Inc., Santa Clara, United StatesVerdict: ServiceNow is the enterprise gold standard for IT plus HR, finance and customer service on one governed platform, at a price and complexity only large organisations can absorb.
Best for
Global 2000 enterprises running IT, HR, finance and customer service on one governed platform with dedicated administrators.
Not for
Cost-sensitive mid-market teams that need predictable pricing and a working service desk within weeks, not months.
Strengths
- Broadest ITIL 4 practice coverage plus native CMDB, ITOM and Discovery for real-time service mapping.
- Now Assist generative AI is built into every 2026 tier for summarisation, resolution suggestions and virtual agents.
- Native Enterprise Service Management extends the same platform to HR, facilities, finance and customer service.
- One of the widest partner and app ecosystems in ITSM, with certified implementation partners across Europe.
- Domain separation supports large, multi-country, multi-business-unit governance models.
Limits
- No public price list; every deal is a custom quote, and one 2026 third-party guide puts 50-agent, 3-year costs at roughly €200,000 to €390,000.
- Independent guides put a single ITSM module live in 3-6 months and large multi-module transformations at 12+ months.
- SaaS-only with no self-hosted edition; per-fulfiller pricing makes it comparatively expensive below a few hundred agents.
- Verified reviews rate ease of use well (4.2/5) yet still describe a steep learning curve and configuration needing real platform expertise.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- SaaS/cloud with a mobile option; SMC's own side-by-side comparison lists no on-premises edition, unlike some ITSM rivals.
- Licence model
- Per named 'fulfiller' who resolves tickets; requesters are unlicensed. A 2026 rename swapped Standard/Pro/Enterprise for Foundation/Advanced/Prime tiers.
- Entry list price (€/agent/month, annual)
- On quoteNot published; no public price list. A 2026 third-party guide estimates the old Standard/Foundation tier at $70-100/fulfiller/month (~€60-86) before the April 2026 tier rename.
- 3-year licence cost, 50 agents (list price)
- On quoteQuote only: the vendor publishes no list price.
Pricing
Quote-only per-fulfiller subscription; 2026 third-party estimates range from about $70 to $200+ per fulfiller per month across the Foundation, Advanced and Prime tiers, before AI consumption add-ons.
Migration notes
Default CSV/XML/JSON exports cap at 10,000 rows and DIY API/ETL integration is resource-intensive to maintain, so most moves in or out use a certified partner and a dedicated migration tool.
How HaloITSM compares
HaloITSM matches the core ITIL 4 processes at a fraction of the price, with weeks not months to first value and no dedicated platform team required; ServiceNow pulls ahead on CMDB depth, cross-department Enterprise Service Management and built-in AI breadth once an organisation is large enough to afford and govern it.
#3
Freshservice
Freshworks Inc., San Mateo, United StatesVerdict: Freshservice is a fast-deploying, AI-forward cloud ITSM platform that suits SMB and mid-market IT teams, with less governance depth than HaloITSM or ServiceNow.
Best for
Mid-market IT teams that want a fast rollout, a modern agent experience and built-in AI ticket deflection without heavy customisation.
Not for
Organisations that need deep change and problem governance, a mature CMDB or enterprise service management from day one.
Strengths
- 14-day free trial and a vendor claim of 80% of customers live within 90 days.
- 4.6/5 on G2 from over 1,300 reviews.
- Freddy AI Copilot adds reply drafting and categorisation from Growth up; Enterprise bundles a conversational Freddy AI Agent reporting 66% average ticket deflection.
- Native Discovery Agent and network probe plus a large Freshworks Marketplace of ready-made connectors.
- Dedicated HR, Facilities, Finance and Legal workspaces on one instance via Freshservice for Business Teams.
Limits
- Problem, change, release management and audit logs are locked behind the Pro or Enterprise tier; the conversational Freddy AI Agent is Enterprise-only.
- MSP mode gives per-client portals but not full data isolation; that needs separate accounts instead.
- No BYOK/HYOK key control, and only one EEA hosting region rather than a country-level choice, limit sovereignty-sensitive deployments.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- SaaS only; Freshworks lets customers choose a data-hosting region at signup from the US, EEA, UAE, India and Australia.
- Licence model
- Per named agent, tiered by plan (Starter/Growth/Pro/Enterprise); higher tiers bundle more modules; only agents are billed, not end users or portal visitors.
- Entry list price (€/agent/month, annual)
- €16Starter tier, annual billing: $19/agent/month converted at fxUsdEur 0.86 (ECB, 2026-09-04).
- 3-year licence cost, 50 agents (list price)
- €153,252Pro $99 ≈ €85.14 × 50 × 36. Growth ($49) is cheaper but lacks problem and change management.
Pricing
Starter $19, Growth $49 and Pro $99 per agent per month (annual); Enterprise is quote-only. A $29/agent/month Freddy AI Copilot add-on applies on Growth, Pro and Enterprise alike, while the conversational Freddy AI Agent is bundled free only with Enterprise.
Migration notes
SMC's migration guide describes exporting Freshservice data by CSV or REST API and field-mapping it into the target platform; Freshservice itself offers no dedicated bulk-export wizard for leaving.
How HaloITSM compares
HaloITSM goes deeper on change and problem governance, CMDB and enterprise service management, with a stronger 3-year TCO; Freshservice answers with a faster rollout and stronger out-of-the-box AI deflection.
#4
Jira Service Management
Atlassian Corporation, Sydney, AustraliaVerdict: Jira Service Management is the natural IT service desk for teams already in Jira, with strong dev-ops workflows and a broad integration ecosystem, but lighter CMDB depth and no real MSP mode.
Best for
Software and IT teams already running Jira Software or Confluence who want service management in the same ecosystem without a new platform to learn.
Not for
MSPs needing native multi-tenant billing, or organisations wanting a dedicated CMDB governance layer out of the box.
Strengths
- Native, deep integration with Jira Software, Confluence and Bitbucket for dev-led IT operations
- Deployment gating and tracking connect natively to Jenkins, GitHub and GitLab pipelines
- Broad Marketplace ecosystem spanning testing, workflow automation, time tracking and BI connectors
- Enterprise service management templates spanning HR, Legal, Finance, Marketing and Facilities on one platform
- Transparent public pricing on Free, Standard and Premium tiers with a permanent free 3-agent plan
Limits
- No native multi-tenant MSP mode; separating external customers needs heavy manual configuration
- Assets/CMDB module is an add-on with shallower dependency mapping than dedicated CMDB tools
- AI (Rovo) and account data are excluded from EU data-residency pinning and may process outside the region
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- Cloud SaaS with regional data residency; self-managed Data Center still runs but new licence sales stop 30 Mar 2026, full end-of-life 28 Mar 2029.
- Licence model
- Per-agent tiered licence (Free/Standard/Premium/Enterprise); "customers" (end users) on the self-service portal are unlimited and free.
- Entry list price (€/agent/month, annual)
- €15Standard, annual billing, agent tier 26–50: $10,300/year flat, ≈ $17.17/agent/month at 50 agents, × 0.86. Atlassian prices JSM inside its Service Collection (JSM + Rovo + platform apps).
- 3-year licence cost, 50 agents (list price)
- €67,080Premium, agent tier 26–50: $26,000/year x 3 = $78,000 ≈ €67,080. Standard would be $30,900 ≈ €26,574 but lacks change management.
Pricing
Free up to 3 agents; Standard from about EUR 17/agent/month and Premium from about EUR 44/agent/month (list, monthly billing; annual billing saves up to 17%); Enterprise is quote-only.
Migration notes
No native ServiceNow importer is confirmed; ticket and knowledge-base migration from Zendesk, Freshdesk and Freshservice relies on third-party services like Help Desk Migration.
How HaloITSM compares
HaloITSM ships a deeper native CMDB, built-in MSP multi-tenancy and a single all-modules-included licence with no per-app add-on sprawl; Jira Service Management wins for teams already standardised on Jira Software who want ITSM and dev-ops ticketing in one connected workspace.
#5
TOPdesk
TOPdesk Nederland B.V., Delft, NetherlandsVerdict: TOPdesk unifies IT, facilities and HR service management on one Benelux-built platform, backed by a 15-practice ITIL 4 certification, but its AI transparency and MSP support trail rivals.
Best for
Mid-to-large organisations that want IT, facilities and HR requests handled on one shared service desk without buying separate ESM licences.
Not for
MSPs that need multi-tenant client billing, or teams that require disclosed AI model governance and a confirmed French-language interface.
Strengths
- Enterprise service management for IT, facilities and HR is built into the platform, not sold as a bolt-on.
- A 30-year, founder-run Benelux vendor with offices in both the Netherlands and Belgium.
- Azure-hosted SaaS with named EU regions, SOC 2 certification and a written no-data-movement policy.
- 100+ pre-built integrations, including Microsoft Entra ID, Intune, Azure DevOps and a Teams chatbot.
- Gartner Peer Insights Customers' Choice recognition for implementation speed and support quality.
Limits
- Its PeopleCert ITIL 4 listing is Bronze level against an October 2022 release, older than most rivals' entries in the register.
- No multi-tenant mode for managing separate client contracts and billing in one instance.
- AI features do not disclose which model or hosting region powers categorisation and drafting.
- French did not appear among the public interface languages despite a Wallonia office.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- SaaS on Microsoft Azure with a named region (EU, UK, US, CA, AU, BR, NO) that stays fixed unless the customer confirms a move in writing.
- Licence model
- Per named 'agent' who can create or edit tickets; view-only light agents and all end users are unlimited and included at no extra cost.
- Entry list price (€/agent/month, annual)
- €61Essential tier list price from TOPdesk's own EUR pricing page; TOPdesk says the per-agent rate falls at higher agent counts but does not publish the discount schedule.
- 3-year licence cost, 50 agents (list price)
- €154,800Engaged €86 × 50 × 36. TOPdesk asks organisations with more than 50 operators to contact sales.
Pricing
Three published EUR tiers run €61-120 per agent per month; a 50-agent, 3-year estimate lands near €310k-€442k once implementation and admin are added.
Migration notes
TOPdesk documents a full database export via its customer portal (My TOPdesk), but publishes no dedicated from-competitor import wizard for scripted migration.
How HaloITSM compares
HaloITSM goes deeper on AI (triage, summarisation and a disclosed model choice), CMDB relationships and release records, and SMC delivers it locally in French and Dutch; TOPdesk counters with a three-decade Benelux track record, a wider 15-practice ITIL 4 certification and named-region EU hosting in every tier.
#6
EasyVista Service Manager
EasyVista SA, Noisy-le-Grand, France (Eurazeo)Verdict: A French ITSM and ESM platform for regulated, data-sovereign environments: strong EU/France hosting and native asset discovery, solid ITIL practice depth, and an AI layer maturing after the 2026 Konverso acquisition.
Best for
Mid-market and enterprise IT teams, especially French and EU public-sector or regulated organisations that need in-country data residency.
Not for
Small IT teams wanting transparent self-serve pricing, a fast unassisted rollout, or the largest third-party integration marketplace.
Strengths
- EU/France data residency with named in-country hosting entities (AWS, Azure, OVH, Outscale) matched to the customer's contracting country.
- Native EV Discovery does agent and agentless asset discovery straight into a CMDB with dependency mapping.
- Enterprise service management extends the same platform and catalogue to HR, facilities and finance without separate licences.
- The 2026 Konverso acquisition brings no-code, EU-hosted AI agents natively into the platform.
- Gartner Peer Insights named EasyVista a Customers' Choice for ITSM Platforms in 2025.
Limits
- Pricing is quote-only with no public price list, unlike vendors that publish per-agent tiers.
- Absent from PeopleCert's ITIL 4 software register; its only ITIL badge is a legacy 2011 PinkVERIFY listing for ITIL v3.
- G2's ease-of-use score (7.0/10) trails simpler-to-configure competitors.
- EasyVista's own partner page does not confirm dedicated Benelux coverage, unlike vendors with a named local partner presence.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- SaaS hosted on AWS, Azure, OVH or Outscale, with EU customers hosted in-EU/France by contracting entity; no on-premises edition is confirmed on a vendor page.
- Licence model
- No published licence model; EasyVista does not state on its own pricing page whether seats are named or concurrent, or which modules bundle by tier.
- Entry list price (€/agent/month, annual)
- On quoteQuote-only; the pricing page collects contact details and has no published per-agent price for any tier.
- 3-year licence cost, 50 agents (list price)
- On quoteQuote only: the vendor publishes no list price.
Pricing
No public price list; EasyVista quotes licensing directly, priced by module scope and agent count on its SaaS platform.
Migration notes
EasyVista publishes no native self-serve importer; independent partners such as StrataCom sell toolkits that migrate historical tickets, CIs and users from ServiceNow, Ivanti and other predecessors.
How HaloITSM compares
HaloITSM publishes transparent per-agent pricing and offers a 15-day self-serve trial, where EasyVista requires a sales quote for both. EasyVista's edge is deeper native asset discovery and a French/EU-sovereign hosting story suited to public-sector buyers that need in-country data residency.
#7
Ivanti Neurons for ITSM
Ivanti, South Jordan, United States (Clearlake Capital)Verdict: Enterprise ITIL platform from Cherwell/HEAT heritage: strong asset management and enterprise workflows, flexible deployment, but quote-only pricing and a slower rollout than cloud-native rivals.
Best for
Large IT organisations already invested in other Ivanti Neurons modules (UEM, ITAM, Discovery), and Cherwell or HEAT customers who must move before end-of-life.
Not for
Small teams wanting transparent self-serve pricing or a fast, low-configuration rollout without a lengthy sales and implementation cycle.
Strengths
- AI-generated knowledge articles, dashboard creation and central AI administration across the Neurons platform.
- Deep IT asset management and native discovery through the wider Ivanti Neurons portfolio.
- Enterprise service management modules for HR, Facilities, GRC and PPM on the same platform.
- Over 1,000 pre-built Neurons iPaaS connectors for third-party integrations.
- Flexible SaaS, on-premises or hybrid deployment, useful for regulated or air-gapped environments.
Limits
- No public pricing anywhere; every deal, including a single ITSM module, needs a sales quote.
- No native SCIM provisioning; user lifecycle relies on SAML/OIDC just-in-time attribute mapping with no automated deprovisioning.
- Full deployments with real-world integrations commonly take several months, longer than newer cloud-native rivals.
- Owned by a private-equity firm with a track record of retiring acquired products, as Cherwell CSM's 2026 end-of-life shows.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- Multi-tenant SaaS with 'cloud environment tiers' for performance/compliance, plus on-premises and hybrid; models can be changed later without losing data.
- Licence model
- Priced per agent licence, named or concurrent, for staff working tickets; end-user self-service access is typically bundled or nominal.
- Entry list price (€/agent/month, annual)
- On quoteIvanti publishes no price list. Contract-benchmarking firm Vera AI (formerly VendorBenchmark) cites Core-tier list rates near $95/agent/month named and $145 concurrent — a third-party estimate from analysed contracts, not a vendor-published figure.
- 3-year licence cost, 50 agents (list price)
- On quoteQuote only: the vendor publishes no list price.
Pricing
Quote-only for Neurons for ITSM itself; third-party contract benchmarks cite roughly $95-185 list per agent per month before enterprise discounts, but Ivanti confirms no public figure.
Migration notes
Cherwell CSM reaches end-of-life on 31 December 2026; Ivanti's migration path keeps CSM expressions, webhooks and API integrations when moving to Neurons for ITSM.
How HaloITSM compares
HaloITSM publishes transparent per-agent pricing and typically deploys in weeks, while Ivanti Neurons for ITSM is quote-only and commonly takes months to roll out. Ivanti's edge is its broader Neurons portfolio: deep IT asset management, native discovery and endpoint-security modules that extend past ITSM into unified endpoint management.
#8
Xurrent (formerly 4me)
Xurrent, Netherlands / United StatesVerdict: Xurrent (formerly 4me) is an AI-forward SaaS ITSM/ESM platform for mid-market and larger enterprises and MSPs, strong on SIAM and ITIL 4 depth, but priced only by quote.
Best for
Mid-market to large enterprises and MSPs running multi-vendor IT estates who want ITIL 4 breadth, SIAM and enterprise service management on one AI-native SaaS platform.
Not for
Small teams wanting a published price list, an on-premises option, or a vendor with a confirmed Benelux or France sales and support office.
Strengths
- Nineteen ITIL 4 practices certified at Gold level in PeopleCert's register, the widest count among the ten tools compared here.
- Purpose-built SIAM for internal, external, hybrid and lead-supplier models, with shared workflows and SLAs across providers.
- Sera AI is bundled at every tier for triage, summarisation, knowledge drafting and a self-service virtual agent, with no separate AI fee.
- Dedicated MSP Corporate and MSP Enterprise plans with multi-tenant status pages for managing distinct external clients.
- Strong reviewer scores: 4.6 out of 5 on G2 across 87 reviews and 4.5 out of 5 on Gartner Peer Insights across 287 ratings.
Limits
- No published prices: Starter, Corporate and Enterprise tiers are named on the public pricing page, but every figure is quote-only.
- SaaS only on AWS, with no on-premises or private-cloud edition, and the AI model provider behind Sera AI is undisclosed.
- Custom URL and logo branding are Enterprise-tier-only personalization features; the Corporate tier's ESM scope is 'limited' rather than unlimited.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- SaaS only, hosted on AWS; the customer picks the data region (including the EEA). No private-cloud or on-premises edition is offered.
- Licence model
- Two user types: Platform Users (end users) and Specialist Users (agents); modules are bundled per tier, not sold as separate add-ons.
- Entry list price (€/agent/month, annual)
- On quoteQuote-only. The public pricing page names Starter, Corporate and Enterprise (plus MSP variants) with included platform-user counts, but publishes no euro or dollar figure for any tier.
- 3-year licence cost, 50 agents (list price)
- On quoteQuote only: the vendor publishes no list price.
Pricing
All plans (Starter, Corporate, Enterprise, plus MSP variants) are quote-based; the pricing page names included platform-user counts and features per tier but no euro or dollar figure.
Migration notes
Xurrent documents a REST API, webhooks and 100-plus pre-built connectors for data exchange; case studies cite two to four weeks for a focused service-desk go-live, but no named migration accelerator from a rival tool is published.
How HaloITSM compares
HaloITSM publishes every price tier and a full 3-year TCO up front, while Xurrent's plans stay quote-only throughout the buying process. Xurrent counters with a deeper native SIAM model for multi-provider environments and a broader certified ITIL 4 practice count.
#9
GLPI
Teclib', Paris, France (open source, GPL)Verdict: GLPI is the free, self-hosted open-source ITSM platform: unbeatable on licence cost and data control, but its ageing interface and thin AI leave real gaps.
Best for
Cost-conscious public-sector bodies, education and SMBs with in-house Linux skills able to self-host and accept a do-it-yourself interface.
Not for
Teams that want a polished agent UI, native AI features, or one accountable vendor for uptime and support SLAs.
Strengths
- Core licence is free forever under the GPL, with no seat cap on a self-hosted install
- Native GLPI Agent gives free, built-in hardware and software inventory across OS platforms
- Hierarchical entities give real multi-tenant isolation, useful for MSPs and multi-site groups
- Full API and direct database access make data export and contract exit close to unrestricted
- Self-hosting keeps data and encryption keys entirely under the customer's control, which is why sovereignty rates top marks even though the GLPI Network cloud plans offer no bring-your-own-key option
Limits
- AI and modern BI reporting sit behind the paid GLPI-AI and exclusive plugin tiers, not in the free core; only monitoring is a supported plugin on every subscription tier
- No official mobile app and no visual no-code workflow designer; reviewers call the interface dated
- No independent ITIL 4 or ISO 27001/SOC 2 certification found, and a single March 2026 release had to patch 6 CVEs rated moderate to critical
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- Self-hosted (any Linux/Docker infrastructure) is the default; GLPI Network adds EU public cloud (OVHcloud), dedicated private cloud, or custom.
- Licence model
- Core GLPI is GPL v3 open-source software with no per-agent licence fee; GLPI Network is a separate paid subscription for cloud hosting or self-hosted support.
- Entry list price (€/agent/month, annual)
- €19The core licence itself is €0 (self-hosted, open source); €19/agent/month is GLPI Network's cheapest paid per-user plan (Public Cloud, no minimum users).
- 3-year licence cost, 50 agents (list price)
- €10,800–34,200Self-hosted with GLPI Network Standard support (up to 50 technicians) €300/month × 36 = €10,800; GLPI Network Public Cloud €19 × 50 × 36 = €34,200. The software licence itself is €0.
Pricing
Core software is €0; GLPI Network cloud starts at €19/agent/month, and self-hosted support subscriptions run roughly €100-4,500/month by scale.
Migration notes
CSV import and a REST API support moving data in, but there is no vendor-built importer from ServiceNow, Jira or Freshservice, so plan for custom scripts.
How HaloITSM compares
HaloITSM ships 11 PeopleCert-certified ITIL 4 practices, native AI, a modern agent UI and one vendor accountable for support, all at a predictable per-agent price; GLPI wins only on raw licence cost and self-hosted data control, since its ITIL certification, AI and interface all trail HaloITSM out of the box.
#10
ManageEngine ServiceDesk Plus
Zoho Corporation, Chennai, India / Austin, United StatesVerdict: ManageEngine ServiceDesk Plus is the most price-sensitive full-scope ITSM platform reviewed, with a free 5-technician tier and per-technician pricing well under most rivals.
Best for
Cost-conscious mid-market IT teams, especially those already on Zoho/ManageEngine tools, who want ITIL scope without enterprise-grade pricing.
Not for
Large multi-country enterprises needing deep CSDM-grade CMDB, native SCIM/BYOK, or dedicated France-based delivery support.
Strengths
- Lowest entry price of the ten tools reviewed, with a permanently free 5-technician edition and a fully transparent public price list.
- Fourteen ITIL 4 practices certified at Silver level in PeopleCert's register, covering incident, change, IT asset and service configuration management.
- Zia AI drafts replies and summaries on a native LLM that keeps data in-house, or lets you bring your own OpenAI/Azure key.
- 70+ native integrations covering monitoring (OpManager, Site24x7), Microsoft 365, Entra ID and Intune.
- Enterprise service management adds HR, facilities and legal service desks with a unified employee portal.
Limits
- Full ITIL scope (change and problem management) needs the Enterprise tier or a paid add-on on Standard/Professional.
- No confirmed native SCIM or BYOK/HYOK for the cloud edition, and MFA relies on a third-party identity provider.
- Only one European office (Utrecht, Netherlands) with no dedicated France presence; Benelux support runs thin.
- G2 reviewers cite slower customer support response and a less polished search/ticket-view experience than category leaders.
- Deployment options (SaaS cloud and regions, private cloud, on-premises)
- SaaS across nine regions (US, EU, UK, India, Australia, Canada, Japan, China, Saudi Arabia); an on-premises edition is also offered for self-hosting.
- Licence model
- Per named technician licence, billed monthly or annually; there is no restriction on the number of IT end users; some modules are edition-gated or paid add-ons.
- Entry list price (€/agent/month, annual)
- €11Standard cloud edition, yearly billing, $13/technician/month × 0.86.
- 3-year licence cost, 50 agents (list price)
- €103,716Enterprise cloud, yearly billing, $67 ≈ €57.62 × 50 × 36; Enterprise is the edition that includes change and problem management.
Pricing
Public per-technician pricing runs $13/month (Standard) to $67/month (Enterprise), plus a free 5-technician tier; annual billing is discounted.
Migration notes
Built-in migration wizards import requests, problems, assets and knowledge articles from ServiceNow, Jira, Freshservice, Zendesk and HaloITSM.
How HaloITSM compares
HaloITSM matches its ITIL depth at a similarly low three-year cost, with unlimited end users and stronger MSP/multi-tenant flexibility; ManageEngine counters with a genuinely free 5-technician tier, deeper native Intune sync and a larger 70+ integration marketplace out of the box.
Cost snapshot for 50 agents
Two things drive the bill: the licence and the implementation. Both below are for a 50-agent scope with incident, request, problem, change and a self-service portal.
3-year licence cost (published list prices, annual billing)
Implementation effort in hours (SMC project experience)
How to choose an ITSM tool in six steps
The method we use in every selection project. It takes two to four weeks and ends with a shortlist of two.
1
Fix the scope
List the practices you run today and the ones you need in 18 months. Incident and request are table stakes; change, CMDB and ESM are where tools diverge.
2
Count and size
Agents, end users, tickets per month, sites, languages. Licence models punish the wrong count: per-agent tools reward many end users; per-user tools do not.
3
Name the hard constraints
EU hosting, self-hosting, Microsoft 365 integration, multi-tenancy, accessibility. A tool that fails a hard constraint leaves the list regardless of score.
4
Weight and score
Use the fit finder above as a starting grid, then adapt the weights with your stakeholders. Score the shortlist on demos built around your own scenarios, not the vendor's.
5
Model three-year cost
In our projects the licence is a third to a half of the bill. Add implementation, integrations, administration time and training. Ask for the price escalator clause in writing.
6
Pilot before you sign
Run one real process on a trial tenant for two weeks with real agents. Adoption problems show up in week one; they never show up in a demo.
Other ITSM tools you may see
Relevant, but not in the ten for a European mid-market shortlist.
- BMC Helix ITSM
- Enterprise successor to Remedy; strong for large legacy BMC estates, heavy for mid-market.
- Zendesk
- A customer-service platform with ITSM add-ons, not a full ITSM tool; fine for external support desks.
- SysAid
- Mid-market ITSM with an AI-first pitch; low presence in Benelux and France.
- Cherwell
- Acquired by Ivanti and folded into Neurons; treat as a migration source.
- 4me
- Renamed Xurrent in 2024; see the Xurrent profile.
- OpenText SMAX
- Ex-Micro Focus enterprise suite; rarely shortlisted outside existing OpenText customers.
- SymphonyAI Summit
- AI-native ITSM with predictive resolution; limited European partner network.
- Matrix42
- German ITSM plus endpoint management; strongest in DACH.
- InvGate Service Management
- Affordable mid-market tool from Argentina; small EU footprint.
- Atera
- RMM plus ticketing for small MSPs; not an ITIL platform.
- Alloy Navigator
- Small-business ITSM and asset management; US-centric.
How we built this comparison
SMC Consulting has delivered more than 180 ITSM implementations and 40 migrations across twelve platforms since 2001. We are a certified HaloITSM implementation partner, and we say so: HaloITSM is our pick and its column is highlighted. Every other tool is scored on the same 60 points with the same rules.
Facts come from vendor documentation, public price pages, PeopleCert's ITIL 4 certification register, G2 and Gartner Peer Insights, checked on the date shown at the top of the page; we keep the source of every figure on file. Scores from 0 to 5 are ours, with a one-line reason you can read on hover. Prices are list prices for annual billing.
The fit finder is a weighted sum of the scores you weight, plus a fixed size-fit term. It is not tuned to favour any vendor; three fixed test cases in our code base make sure ServiceNow wins the large-enterprise profile and GLPI wins the cost-only profile.
We refresh prices and review scores every quarter and log changes below. Spotted an error? Write to marketing@smcconsulting.be and we will check within five working days.
USD prices converted at the ECB reference rate of 2026-09-04: 1 USD = 0.86 EUR.
Changelog
- 2026-09 — Page rebuilt as an interactive comparison: 10 tools, 60 points, fit finder, head-to-head, euro prices, EU-hosting facts.
- 2026-01 — First version published as a buyer's guide.
Frequently asked questions
What is an ITSM tool?
An ITSM tool is software that runs IT service management processes: logging and resolving incidents, fulfilling service requests, approving changes, tracking assets in a CMDB and reporting on service levels. Most follow ITIL 4 practices and add a self-service portal, automation and integrations with Microsoft 365, monitoring and HR systems.
What is the best ITSM tool for a mid-sized company?
For 25 to 2,000 agents in Europe we recommend HaloITSM: full ITIL 4 scope, a real CMDB, EU or self-hosted deployment and one all-inclusive licence. Freshservice is the fastest to start for small teams; ServiceNow is the safer choice above 5,000 seats with a platform team.
Are there ITSM tools with EU-only hosting?
Yes. HaloITSM, Freshservice, Jira Service Management, TOPdesk, EasyVista, Xurrent, GLPI Network Cloud and ManageEngine all name confirmed EU hosting regions, though Jira's EU realm still lets some account and AI data process outside the EU. ServiceNow only confirms sovereign hosting for Germany via a partner, and Ivanti's cloud tiers mention compliance regions without naming them. HaloITSM, Ivanti, GLPI and ManageEngine can also be fully self-hosted; check each vendor's sub-processor list and support-access policy, not just the data-centre location.
What is the best alternative to ServiceNow for a mid-market company?
HaloITSM covers the same ITIL 4 practices and CMDB depth on a published flat price, about €77 per agent per month, where ServiceNow's pricing is quote-only. HaloITSM rates 8 to 16 weeks to go live for a mid-market scope; ServiceNow needs 3 to 6 months for a single module and 12 or more for a multi-module rollout.
Which ITSM tools can be self-hosted?
HaloITSM, Ivanti and GLPI offer a genuine on-premises or self-hosted edition today, and ManageEngine ServiceDesk Plus adds one alongside its cloud tiers. Atlassian's self-managed Jira Service Management Data Center still runs but stops taking new licences on 30 March 2026 and reaches end of life in 2029. ServiceNow, Freshservice, Xurrent and TOPdesk are SaaS only, and EasyVista's own pages document no on-premises edition either.
How much does an ITSM tool cost per agent?
Verified 2026 list prices per agent per month range from GLPI's free self-hosted core, or €19 for its cheapest hosted plan, and ManageEngine's €11 entry tier, through Jira Service Management at about €15 (26–50 agent tier) and Freshservice from €16, to TOPdesk's €61 Essential tier and HaloITSM's flat €77 all-inclusive price. ServiceNow, EasyVista, Ivanti and Xurrent publish no price list and quote every deal individually. In SMC's projects the licence is typically a third to a half of the three-year cost; implementation, integration, administration and training make up the rest.
Is there a good free or open-source ITSM tool?
GLPI is the reference open-source ITSM tool: no licence cost, strong asset inventory and a large community. You pay in staff time for hosting, upgrades and configuration, and ITIL 4 workflow and AI features are thin. Jira Service Management has a free tier limited to three agents.
Which ITSM tools support HR, facilities and other departments?
Enterprise service management is strongest in ServiceNow and TOPdesk, both scored highest for extending service delivery to HR, facilities and other non-IT departments. HaloITSM, Jira Service Management, Ivanti and Xurrent all follow closely, each running HR, facilities and other business teams on the same platform. HaloITSM includes those departments in its standard licence, with no separate ESM add-on.
Which ITSM tools are ITIL 4 certified?
PeopleCert's ITIL 4 certification register is the only independent authority. HaloITSM (11 practices), Freshservice (14), Jira Service Management (10), TOPdesk (15), Xurrent (19) and ManageEngine ServiceDesk Plus (14) are all currently listed. ServiceNow, EasyVista, Ivanti and GLPI are not on the current register.
How long does it take to implement an ITSM tool?
HaloITSM rates 8 to 16 weeks for a mid-market ITIL scope per our own guide, and GLPI usually needs 6 to 10 weeks with an integrator for a comparable self-hosted rollout. Freshservice reports 80 percent of customers live within 90 days; TOPdesk's cited Gartner note puts it at 10 to 25 days, the shortest reviewed; Xurrent case studies cite two to four weeks for focused rollouts. ServiceNow needs 3 to 6 months for one module and 12 or more for a multi-module rollout, and Ivanti's integrated rollouts often run several months. EasyVista, Jira Service Management and ManageEngine publish no independent timeline for a full scope. Data migration and integrations drive the difference more than the tool itself.
Ready to shortlist?
Start a guided 15-day HaloITSM trial with SMC, or book a free 45-minute diagnostic and leave with a weighted shortlist and a three-year budget estimate.