Here’s a list of popular ITIL (Information Technology Infrastructure Library) tools that help organizations manage IT services based on ITIL best practices. These tools typically support incident, problem, change, configuration, and service level management, among other ITSM functions.
Top ITIL-Compliant Tools
1. ServiceNow
- Type: Cloud-based ITSM suite
- Features: Incident, change, CMDB, knowledge management, workflows, automation
- Strengths: Highly customizable, strong ecosystem, AI features
2. BMC Helix (Remedy)
- Type: Enterprise-grade ITSM platform
- Features: Full ITIL support, cognitive automation, AIOps, service desk
- Strengths: Suitable for large enterprises, strong CMDB & integrations
3. Ivanti Neurons for ITSM
- Type: Modular ITSM tool
- Features: Incident, problem, change, asset management
- Strengths: Low-code customization, flexible deployment (cloud/on-prem)
4. ManageEngine ServiceDesk Plus
- Type: ITSM for SMBs and enterprises
- Features: ITIL-ready modules, asset tracking, self-service portal
- Strengths: Cost-effective, user-friendly
5. Jira Service Management (Atlassian)
- Type: Agile-friendly ITSM
- Features: Incident & change management, automation, integrations with Jira
- Strengths: Great for DevOps and agile environments
6. Freshservice (by Freshworks)
- Type: Cloud-native ITSM tool
- Features: Service catalog, incident, problem, change management
- Strengths: Simple UI, fast setup, good for mid-sized teams
7. Cherwell (now Ivanti)
- Type: ITSM platform
- Features: ITIL-aligned modules, flexible workflow engine
- Strengths: Customizable without code, used in regulated industries
8. SolarWinds Service Desk
- Type: ITSM + asset management
- Features: Incident, change, SLA tracking, reporting
- Strengths: Integrates well with SolarWinds monitoring tools
Open Source / Lightweight Alternatives
- GLPI: Open-source ITSM suite with ITIL-aligned features
- OTRS: Free version supports incident management and basic workflows
- Snipe-IT: Focused on asset management, can be paired with ticket systems
Would you like a comparison table with pricing, ITIL support levels, or hosted vs. on-premise options?