# IT Service Management — software compared by an AI panel As of 2 Nov 2026, the panel rates [ManageEngine ServiceDesk Plus (3.5/5)](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus), [Xurrent ITSM (3/5)](https://whats-best.ai/software/itsm/xurrent) and [GLPI (3/5)](https://whats-best.ai/software/itsm/glpi) highest in IT Service Management, out of 15 products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European option is [GLPI](https://whats-best.ai/software/itsm/glpi) (EU-Made). Of the products whose own pages state a free plan, the panel rates [iTop](https://whats-best.ai/software/itsm/itop) highest. Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). - Canonical page: https://whats-best.ai/software/itsm - Data as of: 2026-11-06 **AI-generated.** Every rating here is the opinion of a panel of AI judges, formed from public evidence against a published rubric — an analysis, not a hands-on test. Listed alphabetically; no placement is for sale. How scores are made: https://whats-best.ai/methodology ## Products | Product | Vendor | Provenance | Panel rating | Sovereignty | Markdown | |---|---|---|---|---|---| | [EcholoN](https://whats-best.ai/software/itsm/echolon) | mIT solutions GmbH | EU-Made | 2.5/5 | not determined | [md](https://whats-best.ai/software/itsm/echolon.md) | | [Freshservice](https://whats-best.ai/software/itsm/freshservice) | Freshworks Inc. | Rest of world | 1.5/5 | not determined | [md](https://whats-best.ai/software/itsm/freshservice.md) | | [GLPI](https://whats-best.ai/software/itsm/glpi) | Teclib' SAS | EU-Made | 3/5 | not determined | [md](https://whats-best.ai/software/itsm/glpi.md) | | [HaloITSM](https://whats-best.ai/software/itsm/haloitsm) | Halo Service Solutions Limited | UK / wider Europe | 2.5/5 | not determined | [md](https://whats-best.ai/software/itsm/haloitsm.md) | | [i-doit CMDB](https://whats-best.ai/software/itsm/i-doit-cmdb) | i-doit GmbH | EU-Made | 2.5/5 | not determined | [md](https://whats-best.ai/software/itsm/i-doit-cmdb.md) | | [InvGate Service Management](https://whats-best.ai/software/itsm/invgate-service-management) | InvGate | Rest of world | 3/5 | not determined | [md](https://whats-best.ai/software/itsm/invgate-service-management.md) | | [iTop](https://whats-best.ai/software/itsm/itop) | Combodo SAS | EU-Made | 3/5 | not determined | [md](https://whats-best.ai/software/itsm/itop.md) | | [KIX](https://whats-best.ai/software/itsm/kix) | KIX Service Software GmbH | EU-Made | 2.5/5 | not determined | [md](https://whats-best.ai/software/itsm/kix.md) | | [ManageEngine ServiceDesk Plus](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus) | Zoho Corporation Pvt. Ltd. | Rest of world | 3.5/5 | not determined | [md](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus.md) | | [Matrix42 Service Management](https://whats-best.ai/software/itsm/matrix42) | Matrix42 GmbH | EU-Made | 2.5/5 | not determined | [md](https://whats-best.ai/software/itsm/matrix42.md) | | [OMNITRACKER ITSM Center](https://whats-best.ai/software/itsm/omnitracker-itsm) | OMNINET Software-, System- und Projektmanagementtechnik GmbH | EU-Made | 2.5/5 | not determined | [md](https://whats-best.ai/software/itsm/omnitracker-itsm.md) | | [OTOBO](https://whats-best.ai/software/itsm/otobo) | Rother OSS GmbH | EU-Made | 3/5 | not determined | [md](https://whats-best.ai/software/itsm/otobo.md) | | [SysAid](https://whats-best.ai/software/itsm/sysaid) | SysAid Technologies Ltd. | Rest of world | 3/5 | not determined | [md](https://whats-best.ai/software/itsm/sysaid.md) | | [TOPdesk](https://whats-best.ai/software/itsm/topdesk) | TOPdesk Deutschland GmbH | EU-Made | 3/5 | not determined | [md](https://whats-best.ai/software/itsm/topdesk.md) | | [Xurrent ITSM](https://whats-best.ai/software/itsm/xurrent) | Xurrent, Inc. | Rest of world | 3/5 | not determined | [md](https://whats-best.ai/software/itsm/xurrent.md) | Ratings are out of 5 (the panel's mean, half steps). Sovereignty is scored only when all 6 dimensions (legal entity, hosting location, hosting options, open source, data processing agreement and transfer impact assessment) are proven from the vendor's own pages. ## Head-to-head comparisons - [Freshservice vs TOPdesk](https://whats-best.ai/compare/freshservice-vs-topdesk) ([md](https://whats-best.ai/compare/freshservice-vs-topdesk.md)): TOPdesk's means lead on service desk (7.0 vs 4.0), change and problem (5.5 vs 0.0), assets and CMDB (6.0 vs 0.0), self-service portal (6.0 vs 3.3), sovereignty (6.7 vs 0.8), pricing transparency (3.3 vs 0.7) and deployment and integration (6.2 vs 5.0). - [GLPI vs OTOBO](https://whats-best.ai/compare/glpi-vs-otobo) ([md](https://whats-best.ai/compare/glpi-vs-otobo.md)): On the criterion means, GLPI is ahead in five of seven: change and problem 4.5 to 4.0, assets and CMDB 6.5 to 6.0, deployment and integration 6.3 to 6.2, sovereignty 7.2 to 7.0, and pricing transparency 6.7 to 6.3 — the first two and pricing with no judge leaning OTOBO. - [ManageEngine ServiceDesk Plus vs Matrix42 Service Management](https://whats-best.ai/compare/manageengine-servicedesk-plus-vs-matrix42) ([md](https://whats-best.ai/compare/manageengine-servicedesk-plus-vs-matrix42.md)): ManageEngine ServiceDesk Plus leads six of seven criteria; Matrix42 Service Management leads the seventh — sovereignty — six judges to none. - [HaloITSM vs Xurrent ITSM](https://whats-best.ai/compare/haloitsm-vs-xurrent) ([md](https://whats-best.ai/compare/haloitsm-vs-xurrent.md)): The benches split. ## Questions ### What is the best IT Service Management software? As of 2 Nov 2026, the panel rates [ManageEngine ServiceDesk Plus (3.5/5)](https://whats-best.ai/software/itsm/manageengine-servicedesk-plus), [Xurrent ITSM (3/5)](https://whats-best.ai/software/itsm/xurrent) and [GLPI (3/5)](https://whats-best.ai/software/itsm/glpi) highest of the 15 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The ratings are the AI panel’s opinion, formed from public evidence. Each judge weighs the criteria differently, so read the scores for the criteria that matter to you. ### Which IT Service Management software is European? As of 2 Nov 2026, 10 of the 15 IT Service Management products evaluated are European by provenance: [GLPI](https://whats-best.ai/software/itsm/glpi), [OTOBO](https://whats-best.ai/software/itsm/otobo), [TOPdesk](https://whats-best.ai/software/itsm/topdesk), [iTop](https://whats-best.ai/software/itsm/itop), [Matrix42 Service Management](https://whats-best.ai/software/itsm/matrix42), [EcholoN](https://whats-best.ai/software/itsm/echolon), [i-doit CMDB](https://whats-best.ai/software/itsm/i-doit-cmdb), [OMNITRACKER ITSM Center](https://whats-best.ai/software/itsm/omnitracker-itsm), and 2 more (see [the full list](https://whats-best.ai/software/itsm#products)). The highest-rated of them is [GLPI](https://whats-best.ai/software/itsm/glpi) (EU-Made). ### Which IT Service Management tools have a free plan? As of 2 Nov 2026, the vendors’ own pages state a free plan for [iTop](https://whats-best.ai/software/itsm/itop) and [i-doit CMDB](https://whats-best.ai/software/itsm/i-doit-cmdb). Each product page links the pricing page it was read from. ### How were these IT Service Management tools evaluated? Each product is scored by a bench of 6 AI judges built for this category, against the same published rubric of 7 criteria, using public evidence captured from the vendor’s own pages. Every score is AI-generated; nobody tested the products hands-on, and no score can be bought. The full method is on the [methodology page](https://whats-best.ai/methodology). ## The bench 6 AI judges built for this category, each versioned and scoring independently; disagreement is printed, not averaged away. - **The Service Desk Lead** (v1.0): Leads a team of eight agents at a machine builder with 1,400 employees across three plants in Germany and one in Poland. Most tickets still arrive by email, and the same printer and VPN questions come in every Monday. Wants incidents and requests told apart, SLAs that escalate on their own, a portal with a catalog people actually use, answers that deflect the Monday tickets, and reports the IT director reads without a spreadsheet. - **The MSP Owner** (v1.0): Owns a managed service provider with twenty-two technicians and sixty client companies, from dental practices to a logistics firm with nine sites. Every client has its own contract, its own SLA and its own devices, and every hour has to end up on an invoice. Wants one desk with client data kept apart, the RMM and remote support tool connected, time and contracts billed, a portal per client, and a price per technician that still works when the team doubles. - **The Change & Configuration Manager** (v1.0): Change and configuration manager at a regional bank that answers to BaFin and, since January 2025, to DORA. Chairs the weekly change advisory board and has to show an auditor who approved which change, which services it touched and which incident it caused. Wants change types with real approvals, risk read from a CMDB that knows how systems depend on each other, problem records tied to incidents, and an audit trail that can be exported. - **The Municipal IT Lead** (v1.0): Runs IT for a district administration with 900 staff, schools included, on servers in the municipal data centre. Follows BSI IT-Grundschutz and buys through public tenders, and the data protection officer will not sign off staff and device data on a US cloud. Wants an on-premise or open-source edition that is documented and maintained, a portal for teachers and clerks, assets linked to tickets, and a contract and price list the procurement office can put into a tender. - **The Solo IT Admin** (v1.0): The whole IT department of a 160-person engineering firm, with a part-time trainee on Thursdays. Requests come in by email, Teams and in the corridor, and the asset list is a spreadsheet nobody trusts. Has no time for an ITIL project: wants email and Teams turned into tickets, a simple portal with answers to the common questions, laptops and licences found automatically, a setup that takes days rather than months, and a price they can read off the website. - **The Skeptic** (v1.0): Has seen "ITIL-certified" on a tool whose change management is a status field, a "CMDB" that is a list of devices without a single relationship, and an "AI agent" that searches the knowledge base. Reads that a product runs on premise and asks whether that edition gets the same features, which of the asset packs are extra, where the tickets and attachments are stored — and how ten years of ticket history would leave. --- Cite as: whats-best.ai, "IT Service Management", AI panel comparison, as of 2026-11-06. https://whats-best.ai/software/itsm