In short:
- ServiceNow, Jira Service Management, Freshservice and BMC Helix ITSM are the four Leaders in the Gartner Magic Quadrant for IT Service Management Platforms published on 27 July 2026. GLPI completes the picture as open source software covering the service desk, inventory and CMDB.
- Freshservice (19 to 99 dollars per agent per month), Jira Service Management (free for up to 3 agents) and GLPI (from 19 euros per technician per month in the cloud) publish their prices. ServiceNow and BMC Helix offer tailored quotes.
- The billing unit and the hosting model separate the solutions more than core features, which are now common to all five tools.
- ServiceNow and BMC Helix ITSM target large enterprises, Jira Service Management teams already on Atlassian, Freshservice organisations that want a quick-to-deploy SaaS, and GLPI those that want to control their hosting and unify service management with IT asset management.
Comparison table of the best ITSM solutions for businesses
| Criterion | GLPI | ServiceNow | Jira Service Management | BMC Helix ITSM | Freshservice |
|---|---|---|---|---|---|
| Vendor | Teclib (France) | ServiceNow (United States) | Atlassian (Australia) | BMC Helix (United States) | Freshworks (United States) |
| Model | Open source software, optional subscription | Proprietary SaaS | Proprietary SaaS | Proprietary | Proprietary SaaS |
| Hosting | In-house, public or private cloud | Vendor cloud | Vendor cloud or self-managed Data Center | SaaS or on premises | Vendor cloud |
| Billing unit | Technician (end users and assets not billed) | On quote | Agent | On quote | Agent |
| Public entry price | 19 € per technician per month (public cloud) | Not published | Free for up to 3 agents | Not published | 19 $ per agent per month |
| Inventory and CMDB | Native | Included from the Foundation tier | Via the Assets module | Included | Included, with asset units |
| Generative AI | GLPI AI integration | Now Assist included in all three tiers | Rovo | HelixGPT | Freddy AI, add-on except Enterprise |
| Verdict | Hosting control and unified asset management | Suited to large enterprises | Suited to Atlassian teams | Complex environments and observability | SaaS with public pricing |
Prices are those displayed on 2 October 2026, excluding tax.
Why compare ITSM solutions in 2026
The market for ITSM solutions for businesses was reshuffled in 2026. In July, Gartner published a new edition of its Magic Quadrant for ITSM platforms, and ServiceNow redesigned its offers in April. A comparison grid drawn up two years ago no longer reflects the state of the market.
The arrival of generative AI in service desk tools is the second reason. Ticket summaries, suggested replies, drafting knowledge base articles: each vendor now has its own component, with very different billing models from one tool to another.
The third reason is financial. An ITSM solution shapes IT support for several years, and the total cost depends above all on the billing unit chosen. The topic is covered in the article on the criteria for choosing an ITSM platform, which shows that this unit weighs more over five years than most features.
GLPI, the open source solution for service and asset management
GLPI is open source software for service management and IT asset management, developed for more than 20 years and published by the French company Teclib. Its current version is GLPI 11. It brings together an ITIL-compliant service desk, IT inventory, the CMDB and financial management of assets in a single tool.
The software can be used without a licence, since it is open source. The GLPI Network subscription adds a contractual guarantee, level 3 vendor support and the assistance of an integration partner, who handles deployment and configuration.
Three ways of using it coexist. The open source version is installed on the company’s own servers. GLPI Network Cloud provides an instance hosted by the vendor, in a public or private cloud. GLPI Network On-Premise brings the same subscription to an in-house installation.
Key features of GLPI
- Built-in asset management: the GLPI agent reports hardware and software inventory from workstations and servers, which feeds the CMDB directly. The principle is explained in the article on the CMDB explained.
- ITIL service desk: incident, request, problem and change management, with SLAs, a knowledge base and forms.
- Per-technician billing: 19 euros per technician per month in the public cloud, 21 euros in the private cloud from 25 technicians. End users and assets are not billed.
- Choice of hosting: in-house or cloud installation, with On-Premise offers from 100 to 4,500 euros per month depending on the number of technicians and assets.
- Plugin extensions: a plugin marketplace and integrations with Microsoft Entra ID (formerly Azure Active Directory), OAuth 2.0 authentication and webhooks.
- Trial: a 45-day cloud trial instance.
GLPI is used by organisations such as Airbus, Transavia, La Poste and Météo-France. Its scope is not limited to IT: the service catalogue and forms can be opened to other departments of the company.
Detailed comparative analysis of ITSM solutions
ServiceNow, the platform for large enterprises
ServiceNow offers its ITSM module on the Now Platform, a workflow platform that also covers HR, customer service and security. It is widely used in large organisations.
In April 2026, the vendor replaced its former offers with three tiers. Foundation covers incidents, requests, assets and the virtual agent. Advanced adds problem, change and major incident management. Prime makes it possible to build custom AI agents. Now Assist generative AI is included in all three tiers, with an allocated usage volume.
ServiceNow offers tailored contracts, adapted to the scope and size of each organisation.
Jira Service Management, the extension of the Atlassian ecosystem
Jira Service Management is the service management tool from Atlassian, publisher of Jira and Confluence. It is a natural fit in companies whose development teams already use those tools, since support tickets and developer tickets share the same platform.
A free plan covers up to 3 agents. The Standard and Premium plans are then billed per agent. The CMDB relies on the Assets module, and AI on Rovo, the AI layer shared across Atlassian products.
BMC Helix ITSM, the heir for complex environments
BMC Helix ITSM succeeds Remedy, one of the historic tools on the market. It is carried by BMC Helix, which came out of the BMC split announced in 2025. It was named a Leader in the Gartner ITSM Magic Quadrant for the tenth time in 2026, and also appears in the Magic Quadrant for observability platforms.
Its positioning connects service management and operations: monitoring, automation and AI, with the HelixGPT range for ticket summarisation and routing. BMC Helix ITSM offers quote-based plans, suited to large organisations with heterogeneous technical environments.
Freshservice, the SaaS with public pricing
Freshservice is the ITSM solution from Freshworks. It reports more than 20,000 customers and joined the Leaders quadrant of the Gartner Magic Quadrant in 2026.
Its prices are public: 19 dollars per agent per month for Starter, 49 dollars for Growth, 99 dollars for Pro, with Enterprise on quote. Problem, change and release management are included from Pro upwards. The Freddy AI Copilot assistant is available as an add-on at 29 dollars per agent per month, or included in Enterprise.
Gartner published its Magic Quadrant for IT Service Management Platforms on 27 July 2026. ServiceNow, Atlassian, Freshworks and BMC Helix are positioned as Leaders. Gartner, Magic Quadrant for IT Service Management Platforms, July 2026, according to announcements by Atlassian and Freshworks
Which ITSM solution for which type of company?
The table below matches each profile with the most suitable solution.
| Profile | Most suitable solution | Main reason |
|---|---|---|
| Company that wants to control its hosting and unify service desk and asset management | GLPI | Open source, native inventory and CMDB, cloud or in-house |
| Multinational enterprise | ServiceNow | Workflow platform extended across the business |
| Teams already on Jira and Confluence | Jira Service Management | Support and development tickets on the same platform |
| Complex technical environment with a strong operations component | BMC Helix ITSM | Link between service management and observability |
| SME or mid-sized company that wants a quick-to-deploy SaaS | Freshservice | Public pricing, fast onboarding |
A company that wants to control its hosting
For an organisation subject to data location requirements, or that wants to keep control of its infrastructure, GLPI offers both an in-house installation, without a licence since the software is open source, and a cloud operated by the vendor. Per-technician billing avoids paying for every employee who opens a ticket. The topic is developed in the article on choosing between ITSM in SaaS or self-hosted.
A multinational enterprise
For an organisation with tens of thousands of employees that wants to extend the same workflows to HR or customer service, ServiceNow is most often the choice. BMC Helix ITSM is the alternative when the main concern is the link with monitoring and operations.
A team that wants to open the service desk to other departments
When the goal is to apply service management practices to HR, facilities or procurement, it is worth checking that the tool can create separate catalogues. This is the difference covered in the article on ESM vs ITSM differences. ServiceNow, Jira Service Management, Freshservice and GLPI allow it, with different levels of configuration.
How to choose an ITSM solution
The first step is to write the service catalogue before consulting vendors. Without it, demonstrations cannot be compared with one another, as each vendor presents its tool in the best light.
The second step is to calculate the five-year cost for the actual number of technicians or agents, including AI options and asset management modules. Check which features each plan includes, as plan contents vary from one price level to another.
The third step is to check the migration of existing data: ticket history, inventory, knowledge base. A well-prepared migration determines adoption by support teams.
Mistakes to avoid
- Choosing on the demonstration alone, without a service catalogue or test scenarios written in advance.
- Comparing entry prices without checking which features each plan actually includes.
- Neglecting asset management: a service desk without a reliable inventory does not know which equipment an incident relates to.
Frequently asked questions
What are the best ITSM solutions for businesses in 2026?
Five solutions dominate tenders in 2026. ServiceNow, Jira Service Management, Freshservice and BMC Helix ITSM are the four Leaders in the Gartner Magic Quadrant for IT Service Management Platforms published on 27 July 2026. ServiceNow targets large enterprises with three offers redesigned in April 2026, Jira Service Management builds on the Atlassian ecosystem with a free plan for up to 3 agents, Freshservice lists public prices from 19 to 99 dollars per agent per month, and BMC Helix ITSM targets complex environments. GLPI, open source software developed for more than 20 years, covers the service desk, inventory and CMDB, with a cloud offer starting at 19 euros per technician per month. The best choice depends on the size of the estate, the budget and the need to control hosting.
Which ITSM solution suits a mid-sized company?
For a mid-sized company, the criteria that matter most are the billing unit, IT asset management coverage and the hosting model. Freshservice and GLPI publish their prices, which makes comparison easier. GLPI stands out with native inventory and CMDB and the choice between cloud and in-house hosting. ServiceNow and BMC Helix ITSM are generally sized for larger organisations.
How much does an ITSM solution cost?
Models vary widely. Freshservice charges 19 to 99 dollars per agent per month depending on the plan, billed annually. Jira Service Management offers a free plan for up to 3 agents, then plans billed per agent. GLPI Network Cloud starts at 19 euros per technician per month, with end users and assets not billed. ServiceNow and BMC Helix offer personalised pricing on quote.
Is an open source ITSM solution suitable for a large enterprise?
Yes, provided it comes with support. GLPI is used by organisations such as Airbus, Transavia, La Poste and Météo-France. The software can be used without a licence, and the GLPI Network subscription adds a contractual guarantee, vendor support and the assistance of an integration partner, which meets the continuity requirements of a large organisation.
What is the difference between ITSM and ESM when choosing a tool?
ITSM covers IT service management, while ESM extends the same practices to other business services such as HR, facilities or procurement. Several solutions in this comparison, including ServiceNow, Jira Service Management, Freshservice and GLPI, make it possible to open the service catalogue beyond the IT department.