Prices of Top 6 IT Service Management (ITSM) Software (original) (raw)

IT Service Management (ITSM) tools that support incident, problem, change, and knowledge base management offer diverse pricing models.

• Startups and mid-market firms with limited IT staff typically require core ITSM functionality, making cost-effectiveness the primary selection criterion.
• Enterprises, by contrast, often require highly customizable and secure solutions that integrate seamlessly with complex IT ecosystems to meet their strategic objectives.

See IT service management pricing details of the top 6 providers and the feature guide for small businesses and enterprises.

ITSM pricing comparison

Note: Pricing information is obtained from vendor websites.

Explore IT asset management pricing to discover additional vendors offering a range of pricing plans.

Detailed comparison of IT Service Management pricing

*Features marked as ❌ are either not provided or not clearly defined, indicating that AIMultiple has not found any available information on them.

SolarWinds Service Desk

SolarWinds Service Desk is a SaaS-based ITSM provider that offers three pricing plans, each calculated based on the level of customer support, automation, availability of AI-powered features, and IT asset management and dependency mapping capabilities.

Pricing plans

Essentials: $39/month/technician with unlimited users.

• Email, chat, and community support.
• Advanced collaboration tools and approval workflows.
• Service catalog and request.
• Inventory management via mobile devices.
• Reporting, dashboard, and portal customization.
• Supports single sign-on (SSO) and multi-factor authentication (MFA)
• Does not include change templates and workflows, service portal tasks and approvals, automations, benchmarking, and Virtual Agent (a chatbot that responds to issues in real-time).

Advanced: $79/month/technician with unlimited users.

• Email, chat, community support, and phone support.
• Automations and benchmarking to increase productivity.
• Contract and risk management.
• Configuration Management Database (CMDB) with discovery/mapping features.
• Customizable fields, forms, and email templates.
• Report scheduling and data backup capacities offline.
• Advanced security with domain mapping, email, and login audits.

Premier: $99/month per technician, unlimited users.

• 24/7 advanced support with dedicated customer services.
• SolarWinds AI – Premier: advanced monitoring, analysis, and insights for IT infrastructure, to detect and resolve issues. It offers automated anomaly detection, performance forecasting, and intelligent alerting to optimize system performance and ensure reliability.
• Visual and automated dependency mapping.

Figure 1: SolarWinds IT service desk dashboard.

Atera

Atera is a SaaS based solution with four different pricing plans calculated based on the size of file transfer, asset management capabilities, and availability of ticket scheduling and custom domain SSL for Service Portal.

Pricing plans

Professional plan: $149/technician/month

• Does not include asset management.
• Enables 15GB/month file sharing.
• Does not support advanced and custom analytics.
• Premium customer support and a dedicated account manager are not included.

Expert plan: $189/technician/month

• Provides asset management with up to 5 custom asset types.
• Enables 50GB/month file sharing.
• Includes two custom support addresses and ticket scheduling for professional services automation.
• Supports two-factor authentication (2FA) and advanced analytics.

Master plan: $219/technician/month

• Provides asset management with up to 10 custom asset types.
• Enables 80GB/month file sharing.
• Supports unlimited custom support addresses and data loss and corruption recovery.
• Allows custom analytics with up to 10 custom reports.

Enterprise plan: Custom.

• Provides asset management with unlimited custom asset types.
• Enables 100GB/month file sharing.
• Supports custom domain SSL for the service portal.
• Custom analytics with unlimited custom reports.
• Premium customer support with a dedicated account manager.

Atera provides an AI Copilot add-on for all pricing plans for $95/technician/month. Key features include:

• Perform real-time device diagnostics and execute CLI commands
• Access conversation history and generate remote session summaries
• Summarize tickets and convert them into knowledge base articles
• Create, modify, and optimize scripts
• Draft tailored ticket responses with an adjustable tone of voice
• Detect and analyze ticket sentiment

Freshservice

Freshservice is a SaaS-based ITSM tool that offers three pricing plans for businesses with varying ITSM, IT operations management, and project management needs.

Pricing plans

Starter plan: $19/agent/month

• Separate workspaces for internal teams.
• ServiceBot on Microsoft Teams and Slack.
• 1000 orchestration transactions/month/account. An orchestration transaction is a coordinated series of automated actions or processes managed across different systems to achieve a specific business objective.

Growth: $49/agent/month

• Asset management with 100 managed assets.
• Portal customization aligned with the brand guidelines.
• Cloud management.
• 2000 orchestration transactions/month/account.

Pro: $99/agent/month

• In addition to the Growth plan key features, problem management, change management, project, contract, and software licence management.
• Service health monitoring to monitor service health and respond to related alerts and incidents.
• Workload management to streamline team workload and provide rapid insights into agents’ tasks.
• 5000 orchestration transactions/month/account.

Enterprise: Custom

• In addition to Pro features, audit logs are available to monitor all modifications occurring within the Admin section of the service desk.
• 20,000 orchestration transactions/month/account.

Freshservice also allows for add-ons, including:

• Freddy Copilot ($29/agent/month): AI assistance to boost agent productivity and response automation available on Pro and Enterprise pricing plans.
• Orchestration transaction pack ($250 for 1000 Transactions/pack).
• Available on Growth, Pro, and Enterprise pricing plans with advanced datacenter and cloud discovery, relationship, and dependency mapping features.
• SaaS management ($1/employee/month) is available on Pro and Enterprise pricing plans.

Figure 2: Freshservice Freddy AI example.

Infraon ITSM

Infraon ITSM is an on-premises and SaaS-based solution that offers four pricing plans, calculated based on the size of the file storage, the number of SLA profiles, workflow automation, and the availability of AI-powered features.

Pricing plans

Essential: $19/user/month

• Core ITSM features: incident management (with email-to-incident functionality), knowledge base, and standard SLA management.
• Unlimited custom dashboards, reporting, and analytics.
• Email and SMS notifications for service management.
• Self-service portal and workflow automator.
• Ticket creation and ticket import from the channel.
• File sharing capabilities in channels.

Standard: $41/user/month

• Multiple SLA profiles for SLA management.
• Multilingual knowledge base and reporting scheduling.
• Personalization with custom service request templates, team roles, and permissions.
• Workflow automation with 3000 orchestration/month
• AI-powered ticket categorization, allocation, and email response generation.

Professional: $57/user/month

• Shift management: organizing and managing the work shifts of IT staff.
• AI-assisted knowledge base creation.

Infraon also allows add-ons that can be integrated with any pricing plan. Add-on pricing is calculated based on the number of assets.

For example, for 250 assets, add-ons cost 48/monthfortheEssentialsplanand48/month for the Essentials plan and 48/monthfortheEssentialsplanand82/month for the Standard plan.

Essential plan features for add-ons include:

• Fixed asset management: tracking, maintaining, and managing an organization’s physical assets, such as buildings, equipment, and machinery, to ensure operational efficiency.
• Asset lifecycle management: managing an asset’s lifecycle from acquisition to disposal, including planning, procurement, maintenance, and end-of-life management while ensuring optimal utilization.
• Asset allocation and deallocation, acceptance and rejection: assigning assets to users or departments, retrieving them when no longer needed, and deciding whether to accept or reject assets based on condition and requirements.

Standard plan features for add-ons include:

• IT asset management and lifecycle management.
• Software asset management.
• Agent-based asset management for desktops and laptops involves using software agents installed on each device to automatically track, monitor, and manage their hardware and software assets.
• Unlimited dashboards and advanced custom reports.
• Subscription renewal reminders.

Figure 4: Infraon incident management dashboard.1

InvGate Service Management Pricing

InvGate Service Management is a SaaS-based ITSM provider (with optional on-premise hosting on its top tier) that offers three pricing plans, each calculated based on the number of agents, level of customer support, depth of automation and AI features, integrations, and infrastructure/security capabilities. Pricing below is MSRP for the base subscription and excludes taxes and add-ons.

Starter plan: $1,499/year

• 5 agents included.
• Unlimited end-users and approvers, with SSO integration (Microsoft, Google, LDAP/SAML).
• AI Hub with 20+ AI capabilities and Knowledge Discovery (auto-generates governed knowledge snippets from closed tickets).
• Standard integrations: Microsoft Entra ID, Okta, LDAP, email parsing, and native InvGate Asset Management integration.
• Human support and access to the InvGate Community; 99.9% availability SLA; TLS in-transit and AES-256 at-rest encryption.

Pro plan: $500/agent/year

• Up to 50 agents included.
• No-code Workflow Builder with ESM templates to design and automate cross-department processes.
• Virtual Service Agent (AI conversational agent) to deflect tickets across multiple channels.
• Microsoft Teams and WhatsApp channels for request creation and interaction with the Virtual Service Agent.
• Custom domain with SSL, InvGate API access, Zapier integration, and InvGate Connector for secure links to on-prem services (AD, LDAP, SMTP).
• Expanded ITIL coverage: change management, deployment management, and release management.
• Additional ITAM integrations: MS SCCM and FileWave.
• Customer Success Manager, onboarding and training, and 24/7 critical incident response.
• Staging/QA system instance available as a paid add-on.

Enterprise plan: Custom pricing (starts at $12,000/year, any number of agents)

• On-premise deployment option for full control over data, security, and compliance.
• Multiple SAML support for connecting several Identity Providers.
• Analytics API (OLAP) for custom external reporting; data warehouse / BI tool ETL available as a paid add-on.
• Advanced email and access controls: custom SMTP, multiple outgoing email servers, and extended access control rules.
• Concurrent seats licensing model option.
• 24/7 critical incident response with a 15-minute response time SLA, plus ad-hoc support from InvGate’s Compliance and Security teams.
• Infrastructure options: LTS release schedule, data residency options, extended network restrictions, IPSec VPN connection, and extended API rate limits.
• Paid add-ons available: dedicated servers, redundant VPN, hot standby system instance, and custom backup schedule/retention.

Jira Service Management

Jira Service Management is an on-premises and SaaS based provider, and its free plan allows core ITSM functionalities designed for smaller businesses with less than three agents:

• Templates for various departments, including ITSM, HR, and customer service.
• Provides multi-channel support with a customer portal, chat, and email.
• Personalization with customizable forms and workflows.
• Includes a built-in knowledge base.
• Incident, problem, and change management.
• Atlassian Community support.
• 2 GB file storage and 100 emails/day.
• 200 SMS alerts for incident and problem management.

Jira Service Management pricing plans are calculated based on the number of agents, number of sites, support, storage, and automation capacities.

Pricing plans

Standard plan: $20/agent/month

• 20,000 agents/site.
• Unlimited customers and email notifications.
• Automation with 5,000 rule runs per month.
• Unlimited alerts, alert email notifications, and SMS for incident and problem management.
• Atlassian Guard Standard (SSO, SCIM, and mobile app management) with Atlassian Guard Standard subscription: includes Single Sign-on (SSO) and two-factor authentication, user lifecycle management automation, and integration with users’ Identity provider (IdP).
• Audit logs: records that capture and document all significant activities and changes within an IT system while providing a detailed trail for security, compliance, and troubleshooting purposes.
• Multi-region data residency: involves storing and managing data across multiple geographic regions to comply with local data protection laws, improve performance, and ensure disaster recovery.

Premium plan: $51.42/agent/month

• Unlimited file storage.
• 99.9% Uptime SLA: guarantees that the service will be available and operational 99.9% of the time over a specified period.
• Automation with 1,000 rule runs/user/month.
• Atlassian Intelligence (AI): generative AI responses in the virtual assistant, AI-enhanced editing features, rapid issue summaries, and additional capabilities.
• Manual, automatic, and API based incident creation.
• Advanced asset and service configuration management with asset and service repository, asset discovery, and dependency mapping.

Enterprise plan: Custom.

• Up to 150 sites(instances): Provide organizational independence to individual brands, enhance security by segregating data by region or department, and personalize instances with Marketplace apps, project settings, and additional options.
• Unlimited automation capabilities.
• External customer SSO.
• Advanced analytics with Atlassian Analytics for creating customizable and interactive charts and dashboards for various products and instances using a low- to no-code editor.
• 99.95% uptime SLA.

Atlassian announced new AI-powered features for Jira Service Management, included in Premium and higher plans. One of the updates is the capacity to automatically generate draft knowledge base articles from recurring requests. By automatically extracting key details from issues and comments, the AI system creates a draft that agents can quickly review, refine, and publish. This helps teams keep documentation up to date and improves ticket deflection through better self-service.

Figure 5: Jira Service Management support dashboard.2

The average cost of ITSM tools usually ranges from 20to20 to 20to100 per user per month. Here is a detailed explanation of average pricing strategies:

Entry-level plans typically start at around 20−20-20−40/user/month and offer basic features such as incident management, a knowledge base, and service portals.

Mid-tier plans, which include additional features such as advanced automation and network discovery, usually cost between 50and50 and 50and80/user/month.

High-end plans, which offer complete customization and advanced features such as visual CMDB and dependency mapping, can cost 90to90 to 90to100/user/month.

Due to their varying needs, resources, and operational complexities, small businesses’ and enterprises’ decision-making processes vary when choosing ITSM tools. Here are some of the factors that can affect their decisions:

For small businesses

• Budget constraints: Small businesses often operate with tighter budgets and seek cost-effective solutions. They prioritize tools that offer essential features at an affordable price.
• Ease of use: With limited IT staff, small businesses may require user-friendly tools that are easy to implement without extensive training or customization.
• Scalability: Small businesses focus on tools that can grow with them. They usually look for flexible pricing models and scalable solutions that can accommodate future growth without high additional costs​.
• Essential features: Focuses on core functionalities such as incident management, service request management, and a knowledge base. Advanced features can often be less critical at this stage​.
• Vendor support: Given their limited IT resources, small businesses often value strong vendor support and customer service to address implementation or operational issues.

For enterprises

• Comprehensive feature set: Enterprises often require a broad range of capabilities, including advanced automation, compliance management, and reporting. They may also need tools that can integrate seamlessly with other enterprise systems.
• Customization and flexibility: Enterprises typically seek ITSM tools that offer high levels of customization to fit their complex workflows and unique business processes.
• Scalability and performance: Large organizations often need solutions that can efficiently handle high transaction volumes and user traffic. They can prioritize tools that ensure high performance and reliability at scale.
• Security and compliance: Enterprises often require stringent security and compliance measures and seek tools that offer advanced security features and compliance with industry standards and regulations, such as GDPR and HIPAA.
• Total Cost of Ownership (TCO): While the initial cost is a factor, enterprises also consider the total cost of ownership, including implementation, training, maintenance, and potential future upgrade costs.
• Vendor reputation and longevity: Enterprises tend to choose established vendors with a proven track record of reliability and longevity. This approach may ensure they partner with a stable, reputable provider that can support their needs long-term.

The key factors that influence IT Service Management pricing

• Licensing model: The choice between perpetual and subscription licenses can significantly affect overall costs.
• Agent-based pricing: Charges are typically based on the number of users accessing the system.
• Features: The inclusion of basic versus advanced features, such as AI integrations and advanced analytics, can affect pricing.
• Support and services: Different levels of support (e.g., basic, premium, 24/7) and additional services (e.g., implementation, training, customization) can influence costs.
• Deployment model: Costs vary between on-premises solutions, which may have higher upfront costs, and cloud-based solutions, which typically involve ongoing subscription fees.
• Scalability and usage: Pricing may be affected by usage scale, organization size, and transaction or resource volume.
• Compliance and security: Tools that offer advanced security features and compliance with specific regulations may cost more.

FAQs

Small companies can benefit from the free versions of these tools. Companies with more than 10 employees typically need to pay ~$20 or more per user.

Cite this research

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Cem Dilmegani and Sıla Ermut (2026) - "Prices of Top 6 IT Service Management (ITSM) Software". Published online at AIMultiple.com. Retrieved May 12, 2026, from: https://aimultiple.com/it-service-management-pricing [Online Resource]

Dilmegani, C., & Ermut, S. (2026, May 12). Prices of Top 6 IT Service Management (ITSM) Software. AIMultiple. https://aimultiple.com/it-service-management-pricing

@misc{dilmegani2026, author = {Dilmegani, Cem and Ermut, Sıla}, title = {{Prices of Top 6 IT Service Management (ITSM) Software}}, year = {2026}, month = may, howpublished = {\url{https://aimultiple.com/it-service-management-pricing}}, note = {AIMultiple. Retrieved May 12, 2026} }

Cem Dilmegani

Principal Analyst

Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 55% of Fortune 500 every month.

Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE and NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and resources that referenced AIMultiple.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.

He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.

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Sıla Ermut

Industry Analyst

Sıla Ermut is an industry analyst at AIMultiple focused on email marketing and sales videos. She previously worked as a recruiter in project management and consulting firms. Sıla holds a Master of Science degree in Social Psychology and a Bachelor of Arts degree in International Relations.

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