SMC Consulting works on 10 ITSM platforms, from HaloITSM, our pick, to ServiceNow, TOPdesk, Jira Service Management and GLPI. For each ITSM platform below you will find who it suits and what we do on it: independent advice, implementation, or a migration to or from it.
A consultancy that only implements one tool tends to recommend that tool. We have delivered projects on nine of the ten platforms on this page (ManageEngine ServiceDesk Plus not yet), so we compare them on real projects: how long the configuration takes, where the licence model gets expensive, what breaks during a migration and which features your teams will actually use.
We start from your requirements, the number of agents and users, the tools you already run and your budget, then recommend the platform that fits. Sometimes that is the tool you already have, configured better. To run the comparison formally, with a shortlist and a decision grid, see our ITSM tool selection service.
Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front.
Requirements, a shortlist of two or three platforms and a weighted decision grid, before you sign anything.
The platform's standard configured first, then your specifics, with adoption work from the first week.
Tickets, knowledge and CMDB data moved from one platform to another, tested, with a parallel run before cutover.
A capable platform with disappointing results: triage, SLAs, knowledge and automation reworked on the tool you keep.
For most mid-size and large organisations we recommend HaloITSM: the ITIL processes a mid-size IT team needs, out of the box, with a strong CMDB, at a transparent all-inclusive price per agent. SMC Consulting is a certified HaloITSM partner: we select, implement, migrate and support it, and can supply the licences. You can try it first for 30 days, 15 of them guided by SMC Consulting.
Read why HaloITSM is our pick.
Standard processes configured first, then your specifics, with your teams trained before go-live.
From ServiceNow, TOPdesk, Freshservice, Cherwell or another tool, with your history moved across and a parallel run before cutover.
One price per agent, all modules included and end users free. Our pricing page calculates the cost for your team.
Who each platform suits, in one line, and what SMC Consulting does on it. ManageEngine ServiceDesk Plus is on the list, but we have not delivered it yet.
HaloITSM
Our pick · certified partner
Suits: Mid-market IT teams needing full ITIL 4 depth, CMDB, and change and problem governance in one all-inclusive licence.
ServiceNow ITSM
Implementation partner
Suits: Global 2000 enterprises running IT, HR, finance and customer service on one governed platform with dedicated administrators.
Freshservice
We advise, implement and migrate
Suits: Mid-market IT teams that want a fast rollout, a modern agent experience and built-in AI ticket deflection without heavy customisation.
Jira Service Management
We advise, implement and migrate
Suits: Software and IT teams already running Jira Software or Confluence who want service management in the same ecosystem without a new platform to learn.
TOPdesk
We advise, implement and migrate
Suits: Mid-to-large organisations that want IT, facilities and HR requests handled on one shared service desk without buying separate ESM licences.
EasyVista Service Manager
We advise, implement and migrate
Suits: Mid-market and enterprise IT teams, especially French and EU public-sector or regulated organisations that need in-country data residency.
Ivanti Neurons for ITSM
We advise, implement and migrate
Suits: 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.
Xurrent (formerly 4me)
We advise, implement and migrate
Suits: Mid-market to large enterprises and MSPs running multi-vendor IT estates who want ITIL 4 breadth, SIAM and enterprise service management on one SaaS platform.
GLPI
We advise, implement and migrate
Suits: Cost-conscious public-sector bodies, education and SMBs with in-house Linux skills able to self-host and accept a do-it-yourself interface.
ManageEngine ServiceDesk Plus
Not yet delivered by SMC Consulting
Suits: Cost-conscious mid-market IT teams, especially those already on Zoho/ManageEngine tools, who want ITIL scope without enterprise-grade pricing.
Prices, ITIL coverage, CMDB, hosting, AI and implementation effort, checked against vendor sources: our comparison article puts the 10 platforms next to each other, with a tool that ranks them for your context.
A senior consultant reviews your service desk and current tool with you: a maturity score and your three priorities.
Requirements, volumes, integrations and constraints written down, and the platforms that fit your context identified.
Two or three platforms scored on a weighted grid, then tested on your own scenarios before you decide.
The chosen platform configured, your data moved across if you change tools, and your teams trained.
Backlog, resolution times, SLA compliance and satisfaction measured again against the starting point.
Start with the free 30-minute ITSM audit. You leave with a maturity score, your three priorities and a first view of the platforms that fit.
ServiceNow, TOPdesk, Jira Service Management, Cherwell or Zendesk: we scope, clean, test and cut over, whichever platform you move to.
Try HaloITSM for 30 days first, 15 of them guided by SMC Consulting, then move your history across with a parallel run.
Tickets, assets, knowledge articles and workflows mapped field by field, with test migrations before cutover.
Ten: HaloITSM (our pick and certified partner), ServiceNow ITSM (implementation partner), Freshservice, Jira Service Management, TOPdesk, EasyVista Service Manager, Ivanti Neurons for ITSM, Xurrent (formerly 4me) and GLPI. ManageEngine ServiceDesk Plus is on our list but not yet delivered by SMC Consulting. Weighing Freshservice against our pick? See HaloITSM vs Freshservice. The work is done by our ITIL v4 certified consultants.
No. HaloITSM is our pick for most mid-size and large organisations, and we say so openly. ServiceNow remains the right answer for some large groups that run IT, HR and other departments on one governed platform, and other platforms fit specific needs such as a shared IT and facilities desk or self-hosting. Sometimes the best answer is the tool you already have, configured better. Our ITSM tool selection service makes the comparison on your requirements.
Our advice is independent. If you choose HaloITSM, we can also supply the licences as its certified partner, and we tell you so up front. We also resell Lansweeper and Document360. For ServiceNow, we are an implementation partner, not a reseller.
Yes. SMC Consulting has delivered 40+ ITSM migrations: we scope the data worth keeping, map the fields, run test migrations and keep both tools in parallel before cutover. See ITSM migration, or Freshservice to HaloITSM for that route.
Usually a mid-market platform with full ITIL depth: HaloITSM, TOPdesk, EasyVista, Xurrent or Freshservice, depending on how much enterprise service management you need, where your data must be hosted and your budget. ServiceNow becomes relevant when several departments run on one governed platform with dedicated administrators; GLPI suits teams able to host and maintain it themselves. The free 30-minute ITSM audit narrows it down for your context.
Book the free 30-minute ITSM audit: a senior consultant takes stock with you and gives you your three priorities, platform included.
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