20+ ITIL Software: ITIL Tools for Efficient ITSM

ITIL software acts as the command center for ITSM. It connects people, processes, and technology through structured workflows aligned with ITIL 4 practices. The goal? Deliver better service, reduce downtime, and continuously improve IT operations.

Here’s how ITIL tools support key ITSM functions:

• Incident Management: Tracks and resolves issues before they disrupt business operations.
   
• Problem Management: Detects recurring issues and eliminates root causes permanently.
   
• Change Management: Introduces changes smoothly while minimizing operational risk.
   
• Service Desk Support: Acts as the central hub for all user requests and technical support.

Beyond that, ITIL software enables automation, performance tracking, and advanced analytics, helping teams make smarter decisions and deliver consistent service quality.

Hundreds of ITSM platforms exist, but only a few truly deliver ITIL-aligned efficiency. Below are the top ITIL tools in 2025, organized by their function within ITSM and what sets them apart. We evaluated these platforms based on extensive client deployments, expert reviews, and performance benchmarks. 

Each tool listed here has been tested in complex IT environments to ensure it aligns with ITIL 4 best practices, supports automation, and drives measurable outcomes.

a. Incident & Service Desk Management Tools

• ServiceNow: A robust, enterprise-grade platform that automates ITIL processes across incidents, changes, and assets. Its AI-powered workflows, integrations, and CMDB make it ideal for large organizations managing complex IT ecosystems.
   
• Freshservice: A cloud-based ITIL software designed for simplicity and speed. It automates service requests, approvals, and workflows, helping IT teams manage incidents faster while maintaining transparency and user satisfaction.
   
• ManageEngine ServiceDesk Plus: Offers a cost-effective way to implement ITIL best practices. It includes predefined templates for incidents, problems, and changes, making it easy for teams to adopt structured ITSM quickly.
   
• Jira Service Management: Combines IT and DevOps workflows, ensuring seamless communication between teams. It provides agile incident tracking, customizable dashboards, and automation to reduce response time and improve collaboration.
   
• Zendesk for ITSM: Simplifies service desk operations with AI-driven ticket routing and automated responses. It enhances agent productivity, speeds up resolution times, and ensures a better end-user experience.

Related: What is ITIL 4 Incident Management?

b. Problem & Change Management Tools

• BMC Helix: Uses AI and predictive analytics to detect potential issues before they escalate. It supports automated change tracking, proactive problem resolution, and full lifecycle visibility across IT operations.
   
• Cherwell Service Management: A flexible platform that allows non-technical users to design workflows for change and problem management. It eliminates complexity while maintaining strong alignment with ITIL processes.
   
• Ivanti Neurons for ITSM: Empowers IT teams with automation and real-time insights. Its AI-driven risk assessment tools help predict the impact of changes and minimize potential service disruptions.
   
• SolarWinds Service Desk: Focused on transparency and compliance, it provides automated change approval paths, detailed audit trails, and visual dashboards to track risk and progress at every stage.
   
• TOPdesk: Streamlines problem-solving and change coordination with an intuitive interface. It connects teams through shared dashboards, enabling faster collaboration and better control of IT service operations.

Read More: All About Problem Management

c. Knowledge & Asset Management Tools

• Confluence: A collaborative knowledge hub where IT teams can document solutions, processes, and FAQs. It integrates easily with Jira, helping organizations retain and reuse valuable knowledge across teams.
   
• ServiceNow Knowledge Base: Uses machine learning to suggest relevant articles to agents and end users. It ensures faster problem resolution while building a culture of knowledge sharing within IT teams.
   
• Freshservice Asset Management: Tracks all IT assets, licenses, and configurations in one place. It connects assets to incidents and changes, giving IT complete visibility and reducing manual tracking errors.
   
• InvGate Insight: Offers a unified view of software, hardware, and asset relationships. It supports CMDB accuracy through automated discovery, helping teams manage dependencies and improve service reliability.
   
• SysAid ITSM: Combines asset management, self-service, and knowledge sharing in a single platform. It helps IT teams resolve tickets faster and maintain up-to-date visibility into their IT environment.

d. Configuration Management & CMDB Tools

• ServiceNow CMDB: Offers real-time visibility into IT assets and dependencies. It automatically maps relationships, helping teams assess change impact, manage configurations, and maintain compliance effortlessly.
   
• Device42: Discovers and visualizes all assets and interdependencies across hybrid environments. Its automated discovery reduces manual errors and keeps your configuration data accurate and audit-ready.
   
• BMC Helix Discovery: Provides deep visibility into applications, services, and infrastructure. It continuously updates your CMDB to reflect dynamic environments, making impact analysis and troubleshooting significantly faster.
   
• SolarWinds CMDB: Integrates seamlessly with ITSM and monitoring tools to keep configuration data synchronized. It simplifies audits, strengthens governance, and enables quick root-cause analysis during incidents.
   
• ManageEngine CMDB: Offers customizable relationship mapping between assets, services, and business units. It empowers IT teams to identify upstream and downstream impacts before implementing any changes.

e. Automation & AI-Powered ITIL Tools

• Resolve Systems: Uses intelligent automation to handle repetitive IT tasks across service desks, incident response, and operations. It reduces human workload while improving accuracy and resolution speed.
   
• BigPanda: Correlates alerts from multiple monitoring tools using AI to identify root causes faster. It transforms chaotic data into actionable insights, minimizing downtime and service disruption.
   
• Aisera: Provides conversational AI for IT support. It automates ticket handling, resolves common requests instantly, and continuously learns from interactions to improve response accuracy.
   
• Moveworks: Delivers instant IT assistance using natural language processing. It integrates with chat platforms, automates workflows, and resolves routine issues without agent intervention.
   
• BMC Helix ITSM: Combines automation, AI, and analytics to improve service delivery. It predicts incidents, automates approvals, and enhances decision-making with powerful trend-based insights.

Related: Artificial Intelligence in ITSM

f. Monitoring & Reporting Tools

• Splunk IT Service Intelligence (ITSI): Monitors performance, service health, and dependencies in real time. It leverages predictive analytics to identify potential outages and optimize IT operations before they impact users.
   
• Dynatrace: Uses AI-powered observability to detect performance anomalies across applications, infrastructure, and networks. It simplifies complex environments and accelerates root-cause identification for faster resolution.
   
• Datadog: Centralizes monitoring, logging, and alerting under one roof. Its visual dashboards and integrations make it a go-to solution for proactive IT service performance tracking.
   
• New Relic: Offers end-to-end visibility into your digital ecosystem. It helps IT teams understand service dependencies, track SLAs, and continuously improve user experience.
   
• Nagios XI: Delivers comprehensive infrastructure monitoring with customizable alerts. It helps IT teams maintain uptime, detect anomalies early, and generate compliance-ready performance reports.

g. Integration & Collaboration Tools

• Zapier: Automates workflows between ITIL tools and third-party applications. It eliminates manual data transfers and improves efficiency through seamless integration across platforms like Jira, Slack, and ServiceNow.
   
• Microsoft Power Automate: Enables low-code automation for IT teams. It connects ITSM tools with Microsoft 365 and other systems to streamline ticket creation, approvals, and status updates.
   
• Slack for ITSM: Enhances real-time collaboration between service desk and technical teams. It integrates directly with ITIL software, enabling instant ticket updates and quick decision-making.
   
• MuleSoft Anypoint Platform: Acts as a central integration layer for ITIL tools and enterprise systems. It ensures smooth data exchange while maintaining governance and security standards.
   
• PagerDuty: Provides on-call management and automated escalation workflows. It integrates with monitoring tools to ensure incidents reach the right people instantly, minimizing mean time to resolution (MTTR).

Pro Tip from ITIL Experts: In large enterprises, combining AI-powered automation tools like BigPanda with a robust CMDB such as ServiceNow improves incident resolution times by up to 30%. These insights come from analyzing real ITIL software deployments across multiple industries.

Choosing the best ITIL tool can feel like standing in front of a buffet; everything looks good, but what really fits your needs? Here’s how to decide smartly.

Start with your scale.

Large enterprises often go for ServiceNow because it’s built for deep automation, strong CMDB capabilities, and integrations across complex ecosystems.

Mid-sized teams? Tools like Freshservice or ManageEngine ServiceDesk Plus offer ITIL-aligned workflows without overwhelming setups, perfect for growing IT environments.

Evaluate what matters most:

• Scalability: Will the tool grow with your business?
   
• ITIL automation: Does it reduce manual work and boost process consistency?
   
• Integration: Can it connect easily with your existing systems?
   
• CMDB support: Does it provide accurate, real-time configuration tracking?
   
• Ease of use: How quickly can your teams adapt?
   
• Total cost of ownership: Are you getting long-term value?

Our ITIL-certified consultants recommend mapping your organizational processes to the tool’s features before purchase. We’ve seen mid-sized organizations struggle when adopting overly complex platforms, while others succeed by prioritizing scalability, ease of use, and integration capabilities. Applying ITIL principles to tool selection ensures smoother adoption and faster ROI.

The future of ITIL software isn’t just digital, it’s intelligent. With AI, predictive analytics, and machine learning stepping in, ITSM tools are becoming proactive instead of reactive. The global IT service management (ITSM) tools market is expected to expand at a compound annual growth rate (CAGR) of 14.5% between 2024 and 2034, driven by the widespread adoption of digital solutions. The market is projected to exceed USD 37,079.4 million, reflecting significant technological advancements and growth in the sector through 2034. (Source: Future Market Insights)

We’re already seeing self-healing systems that detect and resolve incidents automatically, and AI-powered CMDB updates that keep data fresh without manual effort. No-code platforms are also rising fast, helping teams automate workflows with simple drag-and-drop setups, no developer needed.

In the coming years, ITIL automation will merge tightly with ITIL monitoring solutions and ITIL digital tools to form a single, integrated ecosystem. Imagine a system where your monitoring dashboard, change management, and service desk all “talk” to each other in real time. That’s where ITSM is heading: smarter, faster, and completely aligned with ITIL principles.

In the end, great ITSM isn’t about collecting tools, it’s about connecting them. The right combination of ITIL software, ITIL tools, ITIL automation, and ITIL monitoring solutions helps your organization run smoothly, respond faster, and deliver better experiences every day.

Choosing ITIL-aligned platforms gives you more than operational control; it builds a foundation for sustainable digital transformation.

Next Step: Become ITIL Certified

Want to go beyond using tools and actually master how they fit into the ITIL framework?
The ITIL 4 Foundation Certification Training by NovelVista helps you do just that.

You’ll learn how to:

• Use ITIL software effectively in real-world ITSM.
• Integrate ITIL automation and ITIL digital tools for smarter operations.
• Manage CMDBs and monitoring systems with confidence.

Train with industry experts, gain globally recognized skills, and future-proof your IT career. Explore ITIL 4 Foundation Certification Training and start your ITSM growth journey today!