7 best tools for AI for IT service management in 2025

IT service desks are swamped. Between endless password resets and the occasional system-wide fire, teams are stretched thin. The old manual-everything approach to IT support just isn’t working anymore. This is where AI steps in, helping to turn IT Service Management (ITSM) from a purely reactive function into a proactive, helpful part of the business. The right ai for it service management can take over repetitive tasks, solve issues faster, and give your team the breathing room to focus on work that matters.

This guide breaks down the 7 best AI tools for ITSM in 2025 to help you find the right one for your team.

What is AI for IT Service Management?

IT Service Management (ITSM) is just the formal name for how a company manages and delivers IT services to its people. When you mix in artificial intelligence, you get AI Service Management (AISM or AITSM). These tools use AI tech like machine learning and natural language processing (NLP) to automate and improve those ITSM jobs.

Instead of a human having to log, sort, and route every single ticket, AITSM tools can do it automatically. They can run self-service chatbots that instantly answer common questions, draft replies for human agents, and even spot potential problems by looking at data patterns. The biggest difference you’ll find in the market is between AI that’s baked into a platform (like ServiceNow or Jira) and a flexible AI layer that sits on top of your existing tools, giving you new powers without a painful migration.

How we chose the best tools for AI for IT Service Management

To cut through the noise in a crowded market, we looked at what actually helps modern IT teams get work done. Our evaluation boiled down to a few key areas:

• Integration capabilities: How easily does the tool plug into the ITSM platforms you already use?

• Core AI features: Does it have the essentials, like autonomous agents, a copilot for human agents, smart triage, and analytics that can predict issues?

• Ease of implementation: Can you layer it on top of your current setup, or do you have to rip and replace everything?

• Scalability and pricing: Is the pricing clear and does it let you grow without breaking the bank?

Comparison of the top 7 tools for AI for IT Service Management in 2025

Tool	Best For	Key AI Features	Pricing Model	Key Integrations
eesel AI	Teams wanting to add powerful AI to their existing ITSM stack without migration.	AI Agent, AI Copilot, AI Triage, AI Internal Chat, API Actions	Interaction-based	Zendesk, Jira, Freshdesk, Confluence, Slack, Teams, Shopify
Moveworks	Large enterprises looking for a single conversational AI for all departments.	Conversational AI, Agentic AI, Workflow Automation	Custom/Enterprise	ServiceNow, Jira, Workday, Microsoft 365
Jira Service Management	Teams deeply invested in the Atlassian ecosystem.	Virtual Agent, Smart Triage, Similar Incident Grouping	Per Agent (Premium+)	Confluence, Jira Software, Opsgenie, Bitbucket
ServiceNow	Large enterprises needing a powerful, all-in-one ITSM platform.	Predictive Intelligence, Virtual Agent, Performance Analytics	Custom/Enterprise	Full platform with extensive proprietary integrations.
SysAid	Organizations seeking a new, all-in-one ITSM platform built around generative AI.	AI Chatbot, Automated Ticket Triage, AI-powered Analytics	Custom/Per Agent	Integrates with various business applications.
Freshservice	SMBs and mid-market companies wanting an integrated, user-friendly ITSM/AI solution.	"Freddy AI" Virtual Agent, Automated Categorization, Canned Response Suggester	Per Agent	Freshdesk, Freshcaller, other Freshworks products
Aisera	Enterprises focused on building fully autonomous workflows for resolution.	Agentic AI, Unsupervised NLP, Proactive Service	Custom/Enterprise	ServiceNow, Salesforce, Zendesk, Microsoft

The 7 best tools for AI for IT Service Management in 2025

Here’s a closer look at the top platforms changing the game for ai for it service management.

1. eesel AI

eesel AI is different because it’s a smart AI layer designed to work with your existing tools, not force you to replace them. It plugs into your help desk and communication apps to automate support. It learns from all your scattered knowledge from past tickets to wikis to power its AI Agent, AI Copilot, and AI Triage products, giving you accurate, relevant support from day one.

What’s great:

• No migration needed: It works right on top of your current help desk and other tools.

• Fast setup: You can be up and running in minutes, not months.

• Learns from everything: It connects to help centers, past tickets, Google Docs, PDFs, and more, so its answers are always on point.

• Clear pricing: No hidden fees. The interaction-based plans scale as you do.

• Simulation mode: You can test the AI on your historical tickets to see how it would have performed before you go live.

What to consider:

• Since it’s a flexible layer, it relies on your existing systems for the core ITSM functions like ticketing.

Pricing:

• Starts at $239/month (annual plan) for 1,000 AI interactions. The Business plan at $639/month unlocks training on past tickets and AI Actions.

Why we chose it:

• eesel AI is the best option for teams who want top-tier AI without the headache and cost of replacing their main ITSM platform. Its layered design and wide range of integrations make it incredibly adaptable.

2. Moveworks

Moveworks is an enterprise-level conversational AI that automates support across the whole company, not just IT. It gives employees a single place to get help with IT, HR, finance, and facilities issues. Its real strength is understanding everyday language to sort out complex, multi-step problems inside chat tools like Slack or Microsoft Teams.

What’s great:

• It’s excellent at understanding complex questions asked in plain English.

• It automates tasks that span multiple business departments.

• It provides one conversational hub for all employee support needs.

What to consider:

• It’s a serious financial commitment, built mainly for large enterprises.

• Getting it set up can be a complex and lengthy process.

Pricing:

• Custom enterprise pricing.

Why we chose it:

• Moveworks is a beast of a solution for large companies that want one universal AI assistant to handle all internal support.

3. Jira Service Management (with Atlassian Intelligence)

Jira Service Management is a huge player in the ITSM space, and Atlassian has woven its own AI, Atlassian Intelligence, directly into it. This built-in AI helps teams summarize tickets, write replies in the right tone, and use a virtual agent to handle common requests. Its biggest plus is that it works flawlessly inside the Atlassian world.

What’s great:

• It’s a perfect fit for teams already using Jira and Confluence.

• AI features are part of the premium plans, so there’s no separate AI bill.

• It’s good at grouping similar incidents and automatically triaging tickets.

What to consider:

• Platform lock-in: The AI mostly learns from data inside Atlassian products. It has a hard time learning from external knowledge in places like Google Docs or other help desks.

• It’s not very flexible if your company uses a mix of tools from different vendors.

Pricing:

• AI features are included in Premium ($49.05/agent/month) and Enterprise plans.

Why we chose it:

• This is the default choice for any company that runs its IT and development operations on the Atlassian suite.

4. ServiceNow

ServiceNow is the heavyweight champion of enterprise ITSM. The platform offers a massive and powerful set of tools for managing every part of IT operations, with AI and automation at its heart. ServiceNow’s AI can predict major incidents, automate complicated change management, and give you deep analytics on performance.

What’s great:

• It’s an incredibly powerful and customizable all-in-one platform.

• It’s the industry leader, with a feature set built for massive companies.

• Its predictive and analytical tools are top-notch.

What to consider:

• Very expensive: The total cost to own and operate is high.

• Complex setup: You’ll need specialized experts and a lot of time to get it running and keep it maintained.

• It’s a "rip-and-replace" solution; you can’t just add it on top of what you have.

Pricing:

• Custom enterprise licensing.

Why we chose it:

• ServiceNow is the standard for huge, global companies that need a single platform to manage complex IT operations at scale.

5. SysAid

SysAid is an ITSM platform that put generative AI at the absolute center of its design. The goal is a fully conversational experience, where AI helps with everything from analyzing tickets and writing summaries to creating knowledge base articles and automating tasks. It’s built for companies that want an AI-first approach to how they manage service.

What’s great:

• It has a strong focus on using generative AI across the entire platform.

• The interface feels intuitive and conversational for both end-users and agents.

• It’s a complete ITSM package, including asset management and help desk tools.

What to consider:

• It requires moving your whole operation over to the SysAid platform, which can be a dealbreaker for teams who are happy with their current help desk.

Pricing:

• Not listed publicly, so it’s likely based on custom quotes.

Why we chose it:

• SysAid is a solid choice for companies looking to switch to a new, modern ITSM platform where generative AI is a core feature, not just a bolt-on.

6. Freshservice

Freshservice is Freshworks’ ITSM solution, and it’s popular with small to mid-sized businesses for being so easy to use. It comes with an AI assistant named "Freddy AI" that acts as a virtual agent, suggests canned responses for agents, and automatically categorizes new tickets. Its clean look and simple setup make it very approachable.

What’s great:

• It’s extremely user-friendly and easy to get started with.

• It connects smoothly with the other business tools in the Freshworks family.

• It offers good value for small and mid-market companies.

What to consider:

• The AI features are tied directly to the Freshservice platform, which limits your options if your company knowledge is stored somewhere else.

Pricing:

• Tiered per-agent pricing, with AI features in the higher-tier plans (starting from the Pro plan at $85/agent/month).

Why we chose it:

• Freshservice delivers a balanced, easy-to-use ITSM and AI package that’s a great fit for growing businesses.

7. Aisera

Aisera focuses on "Agentic AI," which is a fancy way of saying it builds autonomous systems that can solve complex problems without a human stepping in. Recognized by Gartner as a leader, Aisera’s platform is designed to automate and manage workflows across IT, HR, and customer service. It uses unsupervised learning to understand what users are asking for and then take action in different company systems.

What’s great:

• It has an advanced focus on "agentic" AI that aims for end-to-end autonomous resolution.

• It’s strong in workflow automation and management.

• It integrates with a wide variety of enterprise software.

What to consider:

• It’s built for large enterprises and can require a complicated setup.

• The focus on full autonomy might be more than what some teams need right now.

Pricing:

• Custom enterprise pricing.

Why we chose it:

• Aisera is for forward-looking companies that want to invest in agentic AI to build highly independent systems for service and support.

Tips for choosing the right AI for IT Service Management

So how do you actually pick one? It boils down to a few practical questions.

• Enhance or replace? This is the big one. Do you want to add AI smarts to your current ITSM system, or are you ready to migrate to a new, all-in-one platform? A flexible AI layer like eesel AI lets you keep the tools you like while getting powerful new features, helping you avoid a costly and painful migration.

• Where does your knowledge live? An AI is only as smart as the data it learns from. If your team’s knowledge is spread across Confluence, Google Docs, SharePoint, and old tickets, you need a tool that can connect to all of it.

• What’s your main goal? Are you trying to deflect more tickets with a self-service bot? Speed up your agents with a copilot? Or automatically triage the incoming queue? Focus on tools that are great at the job you need done most.

• Test before you invest. Never buy an AI tool without seeing it work on your own data. Platforms that offer a sandbox or simulation mode, like eesel AI, let you see the potential impact and ROI before you sign any contracts.

• Meet employees where they are. The best support is the kind that actually gets used. Pick a tool that works inside the apps your employees already use every day, like Slack or Microsoft Teams.

Conclusion and next steps for AI for IT Service Management

AI isn’t some far-off idea for ITSM anymore it’s a tool you need to stay efficient today. The market gives you two main options: you can launch a huge project to replace your main platform, or you can add a smart, flexible AI layer on top of the tools you already have.

For teams that want to innovate fast without blowing up their current workflows, a layered approach is the clear winner. It gives you the benefits of modern AI without forcing you to ditch the technology you’ve already invested in.

Ready to see how an AI layer can transform your IT service management? Book a demo of eesel AI to see how you can automate support and empower your team in minutes.