Freshservice
Top ranked for mid-size IT teams
Mid-size IT teams that want ITIL defaults without a long build
- Wins on
- Time to value, Usability for non-IT requesters
- Weakest here
- Integrations, Automation and AI assistance
Rank
1
8.3 / 10
Cloud (SaaS)
FULL ITSM RANKING · RATED SEPTEMBER 2026
Full ITSM ranking (ITIL and CMDB included)
Last reviewed 27 September 2026 · Service Desk Compare reviewers
Which ITSM service desk ranks highest in 2026?
Seven criteria weighted for IT teams of roughly 5 to 100 agents, as set out on the rating method page. Not running ITIL or a CMDB? See the business-teams ranking.
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| Rank | Service desk | Total | Best for | Starting price | Review |
|---|---|---|---|---|---|
| Rank 1 | Freshservice | 8.3 / 10 | Mid-size IT teams that want ITIL defaults without a long build | $19 per agent per month (annual) | Read review |
| Rank 2=Tied at 7.8 | Halo | 7.8 / 10 | Teams that want every module in one per-agent licence | £66 per agent per month (UK list, annual) | Read review |
| Rank 2=Tied at 7.8 | Jira Service Management | 7.8 / 10 | IT and engineering teams that share Jira and want a free starting tier | Free for 3 agents; Standard $20 per agent per month | Read review |
| Rank 4 | ManageEngine ServiceDesk Plus | 7.4 / 10 | Teams that need on-premises or cloud with the same edition pricing | Free for 2 technicians; Standard from $13 per technician per month | Read review |
| Rank 5 | ServiceNow ITSM | 7.2 / 10 | Large or fast-growing IT organisations that need a deep CMDB and will fund implementation | Not published | Read review |
| Rank 6 | SysAid | 7.1 / 10 | Mid-size desks that want pre-built and custom AI agents with a guided rollout | $89 per agent per month (Professional) | Read review |
| Rank 7=Tied at 7.0 | Zendesk for IT (Employee Service) | 7.0 / 10 | Teams already running Zendesk for customers that want an internal IT desk on the same platform | $29 per agent per month (Suite Team, annual) | Read review |
| Rank 7=Tied at 7.0 | monday service | 7.0 / 10 | Mid-size IT teams that want AI triage and agents on every plan and serve requesters outside IT | $31 per seat per month (Standard, annual; 3-seat minimum) | Read review |
| Rank 9 | Ivanti Neurons for ITSM | 6.4 / 10 | Organisations that must run ITSM on-premises or hybrid with certified ITIL practices | Not published | Read review |
Halo (formerly HaloITSM)
Best all-inclusive single price
Teams that want every module in one per-agent licence
- Wins on
- Pricing transparency
- Weakest here
- Time to value, Usability for non-IT requesters
Rank
2=
7.8 / 10
Cloud (on-premises not mentioned on pages reviewed)
Jira Service Management
Best for IT teams already on Jira
IT and engineering teams that share Jira and want a free starting tier
- Wins on
- Integrations, Pricing transparency
- Weakest here
- Time to value, Usability for non-IT requesters
Rank
2=
7.8 / 10
Cloud, or Data Center (self-managed)
ManageEngine ServiceDesk Plus
Best ITIL certification breadth at a published price
Teams that need on-premises or cloud with the same edition pricing
- Wins on
- Pricing transparency
- Trails on
- Automation and AI assistance, Usability for non-IT requesters
Rank
4
7.4 / 10
Cloud or on-premises
ServiceNow ITSM
Best ITIL breadth and CMDB depth
Large or fast-growing IT organisations that need a deep CMDB and will fund implementation
- Wins on
- ITIL practice coverage, Automation and AI assistance, Configuration management (CMDB), Integrations
- Trails on
- Time to value, Pricing transparency
Rank
5
7.2 / 10
Cloud (SaaS)
SysAid
Best for building your own AI agents on a mid-size desk
Mid-size desks that want pre-built and custom AI agents with a guided rollout
- Wins on
- No criterion is highest in the set
- Trails on
- Integrations
Rank
6
7.1 / 10
Not stated on pages reviewed
Zendesk for IT (Employee Service)
Best for one vendor across customer and employee service
Teams already running Zendesk for customers that want an internal IT desk on the same platform
- Wins on
- Usability for non-IT requesters
- Trails on
- ITIL practice coverage
Rank
7=
7.0 / 10
Cloud (SaaS)
monday service
Best for AI agents across IT, HR and other departments
Mid-size IT teams that want AI triage and agents on every plan and serve requesters outside IT
- Wins on
- Automation and AI assistance, Time to value, Usability for non-IT requesters
- Trails on
- ITIL practice coverage, Configuration management (CMDB)
Rank
7=
7.0 / 10
Cloud (SaaS)
Ivanti Neurons for ITSM
Best for hybrid or on-premises ITIL estates
Organisations that must run ITSM on-premises or hybrid with certified ITIL practices
- Wins on
- No criterion is highest in the set
- Trails on
- Usability for non-IT requesters, Pricing transparency
Rank
9
6.4 / 10
Cloud, on-premises or hybrid
Where does each service desk win and lose?
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| Service desk | ITIL15% | AI18% | Time to value18% | CMDB12% | Requesters14% | Integrations10% | Pricing13% |
|---|---|---|---|---|---|---|---|
| Freshservice | 8.5 | 8.0 | 8.5High | 8.0 | 8.5High | 7.5 | 8.5 |
| Halo | 8.5 | 8.0 | 6.5 | 8.0 | 7.0 | 8.0 | 9.0High |
| Jira Service Management | 8.0 | 7.5 | 7.0 | 7.5 | 7.0 | 9.0High | 9.0High |
| ManageEngine ServiceDesk Plus | 9.0 | 6.5Low | 6.5 | 8.0 | 6.5Low | 7.0 | 9.0High |
| ServiceNow ITSM | 10.0High | 9.0High | 4.0Low | 10.0High | 7.0 | 9.0High | 2.0Low |
| SysAid | 7.5 | 8.0 | 7.0 | 6.5 | 7.0 | 6.5Low | 7.0 |
| Zendesk for IT (Employee Service) | 4.0Low | 8.5 | 8.0 | 3.0 | 8.5High | 8.5 | 8.0 |
| monday service | 4.0Low | 9.0High | 8.5High | 2.0Low | 8.5High | 7.5 | 8.0 |
| Ivanti Neurons for ITSM | 9.0 | 7.5 | 4.5 | 8.5 | 6.5Low | 7.0 | 2.0Low |
Frequently asked questions
When should I use the full ITSM ranking?
Use it if your team runs ITIL change and problem management or needs a CMDB. It weights ITIL practice coverage at 15% and configuration management at 12% alongside the other five criteria.
Which service desk ranks first on the full ITSM ranking?
On the full ITSM ranking, Freshservice ranks first at 8.3 out of 10, with Halo and Jira Service Management tied second at 7.8.
How does the full ITSM ranking differ from the business-teams ranking?
The scores are the same. The full ITSM ranking uses seven weighted criteria; the business-teams ranking drops ITIL and CMDB and weights the other five at 20% each. On the business-teams ranking, Zendesk for IT (Employee Service) and monday service tie for first at 8.3 out of 10, with Freshservice third at 8.2.