COMPARE · FACT GRID

ITSM fact grid: what each platform documents

IN SHORT

9 platforms, 13 capabilities, one cell each: Documented, Partly or Not in our sources, with a note and a link to the page we read. Platforms are in alphabetical order.

Documented
Partly
Not in our sources

As described on each vendor's own pages, read 27 September and 11 October 2026. Not in our sources means we did not find it, not that it is missing. Alphabetical order.
Capability	Freshservice	Halo	Ivanti Neurons for ITSM	Jira Service Management	ManageEngine ServiceDesk Plus	monday service	ServiceNow ITSM	SysAid	Zendesk
Free plan or trialDocumented by 7 of 9	Documented 14-day trial with all features. Source: Freshservice pricing · Read 11 Oct 2026 Note and source 14-day trial with all features. Source: Freshservice pricing · Read 11 Oct 2026	Documented A trial is offered; 30 days with all modules on the 27 September read. Source: Halo pricing · Read 27 Sep 2026 Note and source A trial is offered; 30 days with all modules on the 27 September read. Source: Halo pricing · Read 27 Sep 2026	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Documented Free plan for up to 3 agents. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Free plan for up to 3 agents. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented Free edition for 2 technicians. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026 Note and source Free edition for 2 technicians. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026	Documented 14-day trial, no credit card. Source: monday service pricing · Read 11 Oct 2026 Note and source 14-day trial, no credit card. Source: monday service pricing · Read 11 Oct 2026	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Documented Free trial with all features, no credit card. Source: SysAid pricing · Read 11 Oct 2026 Note and source Free trial with all features, no credit card. Source: SysAid pricing · Read 11 Oct 2026	Documented 14-day trial with Suite Professional features. Source: Zendesk Employee Service pricing · Read 11 Oct 2026 Note and source 14-day trial with Suite Professional features. Source: Zendesk Employee Service pricing · Read 11 Oct 2026
Published priceDocumented by 7 of 9	Documented Starter $19, Growth $49, Pro $99 per agent a month, annual. Source: Freshservice pricing · Read 27 Sep 2026 Note and source Starter $19, Growth $49, Pro $99 per agent a month, annual. Source: Freshservice pricing · Read 27 Sep 2026	Documented £69 per agent a month, UK list, annual; onboarding package required. Source: Halo pricing · Read 11 Oct 2026 Note and source £69 per agent a month, UK list, annual; onboarding package required. Source: Halo pricing · Read 11 Oct 2026	Not in our sources No public price; Contact Sales. Source: Ivanti Neurons for ITSM · Read 11 Oct 2026 Note and source No public price; Contact Sales. Source: Ivanti Neurons for ITSM · Read 11 Oct 2026	Documented Standard $20, Premium $51.42 per agent a month. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Standard $20, Premium $51.42 per agent a month. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented From $13, $27 and $67 per technician a month. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026 Note and source From $13, $27 and $67 per technician a month. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026	Documented Standard $31, Pro $45 per seat a month, annual, from 3 users. Source: monday service pricing · Read 11 Oct 2026 Note and source Standard $31, Pro $45 per seat a month, annual, from 3 users. Source: monday service pricing · Read 11 Oct 2026	Not in our sources Three packages, all by custom quote. Source: ServiceNow ITSM packages · Read 11 Oct 2026 Note and source Three packages, all by custom quote. Source: ServiceNow ITSM packages · Read 11 Oct 2026	Documented Professional $89 per agent a month. Source: SysAid pricing · Read 11 Oct 2026 Note and source Professional $89 per agent a month. Source: SysAid pricing · Read 11 Oct 2026	Documented Suite Team $29, Growth $59, Professional $99 per agent a month. Source: Zendesk Employee Service pricing · Read 27 Sep 2026 Note and source Suite Team $29, Growth $59, Professional $99 per agent a month. Source: Zendesk Employee Service pricing · Read 27 Sep 2026
Self-service portal or catalogDocumented by 8 of 9	Documented Service catalog and SLA management from Growth. Source: Freshservice pricing · Read 27 Sep 2026 Note and source Service catalog and SLA management from Growth. Source: Freshservice pricing · Read 27 Sep 2026	Documented Employee portal included as standard. Source: Halo pricing · Read 11 Oct 2026 Note and source Employee portal included as standard. Source: Halo pricing · Read 11 Oct 2026	Documented Self-service portals. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Self-service portals. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Documented Customer portal on every plan. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Customer portal on every plan. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented Service catalog on Standard. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026 Note and source Service catalog on Standard. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026	Documented Portal for 10 users on Standard, 100 on Pro, unlimited on Enterprise. Source: monday service pricing · Read 11 Oct 2026 Note and source Portal for 10 users on Standard, 100 on Pro, unlimited on Enterprise. Source: monday service pricing · Read 11 Oct 2026	Documented Service catalog in Foundation; omnichannel self-service. Source: ServiceNow ITSM packages · Read 11 Oct 2026 Note and source Service catalog in Foundation; omnichannel self-service. Source: ServiceNow ITSM packages · Read 11 Oct 2026	Partly Service catalog listed; portal details not described. Source: SysAid homepage · Read 27 Sep 2026 Note and source Service catalog listed; portal details not described. Source: SysAid homepage · Read 27 Sep 2026	Documented Employee portal and service catalog from Suite Growth. Source: Zendesk Employee Service pricing · Read 27 Sep 2026 Note and source Employee portal and service catalog from Suite Growth. Source: Zendesk Employee Service pricing · Read 27 Sep 2026
AI triage and routingDocumented by 5 of 9	Partly Freddy AI routes issues to the right agent, described in a general service context. Source: Freshworks Freddy AI · Read 27 Sep 2026 Note and source Freddy AI routes issues to the right agent, described in a general service context. Source: Freshworks Freddy AI · Read 27 Sep 2026	Documented AI triaging included as standard. Source: Halo pricing · Read 11 Oct 2026 Note and source AI triaging included as standard. Source: Halo pricing · Read 11 Oct 2026	Documented Automatically classifies and routes tickets. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Automatically classifies and routes tickets. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Partly Rovo Agents; no automatic categorisation claim on the pages we read. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Rovo Agents; no automatic categorisation claim on the pages we read. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented Predictive triage, routing and assignment. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026 Note and source Predictive triage, routing and assignment. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026	Documented AI Ticket Triage on every plan (1, 3 or unlimited boards). Source: monday service pricing · Read 11 Oct 2026 Note and source AI Ticket Triage on every plan (1, 3 or unlimited boards). Source: monday service pricing · Read 11 Oct 2026	Partly Now Assist recommendations; AI agents for ITSM in Prime. Source: ServiceNow ITSM packages · Read 11 Oct 2026 Note and source Now Assist recommendations; AI agents for ITSM in Prime. Source: ServiceNow ITSM packages · Read 11 Oct 2026	Partly Automations for assignment and categorisation built with the AI Automations Builder. Source: SysAid blog: AI automations for ITSM (9 Sep 2026) · Read 27 Sep 2026 Note and source Automations for assignment and categorisation built with the AI Automations Builder. Source: SysAid blog: AI automations for ITSM (9 Sep 2026) · Read 27 Sep 2026	Documented Intent detection; Intelligent Triage on Enterprise. Source: Zendesk AI · Read 27 Sep 2026 Note and source Intent detection; Intelligent Triage on Enterprise. Source: Zendesk AI · Read 27 Sep 2026
AI agentsDocumented by 8 of 9	Documented Freddy AI Agent Studio for building AI agents. Source: Freshservice product page · Read 27 Sep 2026 Note and source Freddy AI Agent Studio for building AI agents. Source: Freshservice product page · Read 27 Sep 2026	Documented AI agents; process agents auto-resolve known issues. Source: Halo AI · Read 27 Sep 2026 Note and source AI agents; process agents auto-resolve known issues. Source: Halo AI · Read 27 Sep 2026	Documented Agentic AI and a virtual agent. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Agentic AI and a virtual agent. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Documented Rovo Agents from Standard; virtual service agent on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Rovo Agents from Standard; virtual service agent on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026	Partly Zia virtual agent; no autonomous resolution claim. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026 Note and source Zia virtual agent; no autonomous resolution claim. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026	Documented AI Service Workforce agents resolve repetitive requests. Source: monday service product page · Read 11 Oct 2026 Note and source AI Service Workforce agents resolve repetitive requests. Source: monday service product page · Read 11 Oct 2026	Documented Autonomous AI specialists; AI Agent Orchestrator. Source: ServiceNow AI agents · Read 27 Sep 2026 Note and source Autonomous AI specialists; AI Agent Orchestrator. Source: ServiceNow AI agents · Read 27 Sep 2026	Documented Pre-built AI agents on both plans. Source: SysAid pricing · Read 27 Sep 2026 Note and source Pre-built AI agents on both plans. Source: SysAid pricing · Read 27 Sep 2026	Documented AI agents on every Employee Service plan. Source: Zendesk Employee Service pricing · Read 27 Sep 2026 Note and source AI agents on every Employee Service plan. Source: Zendesk Employee Service pricing · Read 27 Sep 2026
Configuration tools for non-specialistsDocumented by 3 of 9	Partly Agent Studio for agents; workflow configuration for non-specialists is not described. Source: Freshservice product page · Read 27 Sep 2026 Note and source Agent Studio for agents; workflow configuration for non-specialists is not described. Source: Freshservice product page · Read 27 Sep 2026	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Partly Forms, workflows and queues on every plan; a no-code builder is not described. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Forms, workflows and queues on every plan; a no-code builder is not described. Source: Jira Service Management pricing · Read 27 Sep 2026	Partly Reusable workflow approvals (September 2026); a builder for non-specialists is not described. Source: ManageEngine ServiceDesk Plus release notes · Read 27 Sep 2026 Note and source Reusable workflow approvals (September 2026); a builder for non-specialists is not described. Source: ManageEngine ServiceDesk Plus release notes · Read 27 Sep 2026	Documented Create your own agents; set permissions, escalation paths and guardrails. Source: monday service product page · Read 11 Oct 2026 Note and source Create your own agents; set permissions, escalation paths and guardrails. Source: monday service product page · Read 11 Oct 2026	Not in our sources G2 reviewers most often cite configuration complexity [G2]. Source: G2: ServiceNow IT Service Management reviews · Read 27 Sep 2026 Note and source G2 reviewers most often cite configuration complexity [G2]. Source: G2: ServiceNow IT Service Management reviews · Read 27 Sep 2026	Documented AI Automations Builder and AI Agent Builder. Source: SysAid blog: AI automations for ITSM (9 Sep 2026) · Read 27 Sep 2026 Note and source AI Automations Builder and AI Agent Builder. Source: SysAid blog: AI automations for ITSM (9 Sep 2026) · Read 27 Sep 2026	Documented Action builder on every plan; admin copilot from Professional; sandbox on Enterprise. Source: Zendesk Employee Service pricing · Read 27 Sep 2026 Note and source Action builder on every plan; admin copilot from Professional; sandbox on Enterprise. Source: Zendesk Employee Service pricing · Read 27 Sep 2026
Departments beyond ITDocumented by 7 of 9	Documented Freshservice for Business Teams: HR, finance, facilities, legal. Source: Freshservice for Business Teams · Read 11 Oct 2026 Note and source Freshservice for Business Teams: HR, finance, facilities, legal. Source: Freshservice for Business Teams · Read 11 Oct 2026	Documented HR service delivery, finance and legal, facilities included as standard. Source: Halo pricing · Read 11 Oct 2026 Note and source HR service delivery, finance and legal, facilities included as standard. Source: Halo pricing · Read 11 Oct 2026	Documented HR and facilities service management. Source: Ivanti Neurons for ITSM · Read 11 Oct 2026 Note and source HR and facilities service management. Source: Ivanti Neurons for ITSM · Read 11 Oct 2026	Documented Service Collection extends to HR, facilities, finance and legal. Source: Atlassian: introduction to Service Collection · Read 11 Oct 2026 Note and source Service Collection extends to HR, facilities, finance and legal. Source: Atlassian: introduction to Service Collection · Read 11 Oct 2026	Documented Department instances for HR, facilities, finance and legal. Source: ServiceDesk Plus enterprise service management · Read 11 Oct 2026 Note and source Department instances for HR, facilities, finance and legal. Source: ServiceDesk Plus enterprise service management · Read 11 Oct 2026	Documented Agents for HR, procurement, facilities, finance, marketing, legal, learning and development. Source: monday service product page · Read 11 Oct 2026 Note and source Agents for HR, procurement, facilities, finance, marketing, legal, learning and development. Source: monday service product page · Read 11 Oct 2026	Partly EmployeeWorks self-service; departmental products are not in our sources. Source: ServiceNow IT Service Management · Read 27 Sep 2026 Note and source EmployeeWorks self-service; departmental products are not in our sources. Source: ServiceNow IT Service Management · Read 27 Sep 2026	Documented Service spaces for HR, finance, facilities and legal. Source: SysAid enterprise service management · Read 11 Oct 2026 Note and source Service spaces for HR, finance, facilities and legal. Source: SysAid enterprise service management · Read 11 Oct 2026	Partly One platform for customer and employee service; HR-specific workflows not detailed. Source: Zendesk Employee Service pricing · Read 27 Sep 2026 Note and source One platform for customer and employee service; HR-specific workflows not detailed. Source: Zendesk Employee Service pricing · Read 27 Sep 2026
Incident managementDocumented by 8 of 9	Documented Incident management from Starter. Source: Freshservice pricing · Read 27 Sep 2026 Note and source Incident management from Starter. Source: Freshservice pricing · Read 27 Sep 2026	Documented In the single licence. Source: Halo pricing · Read 27 Sep 2026 Note and source In the single licence. Source: Halo pricing · Read 27 Sep 2026	Documented Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Documented Advanced incident management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Advanced incident management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented Certified practice. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026 Note and source Certified practice. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026	Documented Incident handling and real-time incident alerts to on-call. Source: monday service for IT · Read 27 Sep 2026 Note and source Incident handling and real-time incident alerts to on-call. Source: monday service for IT · Read 27 Sep 2026	Documented In Foundation. Source: ServiceNow ITSM packages · Read 11 Oct 2026 Note and source In Foundation. Source: ServiceNow ITSM packages · Read 11 Oct 2026	Documented On both plans. Source: SysAid pricing · Read 27 Sep 2026 Note and source On both plans. Source: SysAid pricing · Read 27 Sep 2026	Partly Employee request ticketing; ITIL incident management is not named. Source: Zendesk Employee Service pricing · Read 27 Sep 2026 Note and source Employee request ticketing; ITIL incident management is not named. Source: Zendesk Employee Service pricing · Read 27 Sep 2026
Problem managementDocumented by 7 of 9	Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 Note and source On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026	Documented In the single licence. Source: Halo pricing · Read 27 Sep 2026 Note and source In the single licence. Source: Halo pricing · Read 27 Sep 2026	Documented Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Documented Advanced problem management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Advanced problem management on Premium. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented Add-on on Standard; included in Enterprise. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026 Note and source Add-on on Standard; included in Enterprise. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Documented In Advanced. Source: ServiceNow ITSM packages · Read 11 Oct 2026 Note and source In Advanced. Source: ServiceNow ITSM packages · Read 11 Oct 2026	Documented On both plans. Source: SysAid pricing · Read 27 Sep 2026 Note and source On both plans. Source: SysAid pricing · Read 27 Sep 2026	Not in our sources Not listed on the pricing page. Note and source Not listed on the pricing page.
Change managementDocumented by 7 of 9	Documented On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026 Note and source On Pro and Enterprise. Source: Freshservice pricing · Read 27 Sep 2026	Documented In the single licence. Source: Halo pricing · Read 27 Sep 2026 Note and source In the single licence. Source: Halo pricing · Read 27 Sep 2026	Documented Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Certified ITIL 4 practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Documented On Premium. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source On Premium. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented Add-on on Standard; included in Enterprise. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026 Note and source Add-on on Standard; included in Enterprise. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026	Partly Described only in a vendor blog, built from configurable boards and automations. Source: monday.com blog: IT change management (27 Jun 2026) · Read 11 Oct 2026 Note and source Described only in a vendor blog, built from configurable boards and automations. Source: monday.com blog: IT change management (27 Jun 2026) · Read 11 Oct 2026	Documented In Advanced. Source: ServiceNow ITSM packages · Read 11 Oct 2026 Note and source In Advanced. Source: ServiceNow ITSM packages · Read 11 Oct 2026	Documented On both plans. Source: SysAid pricing · Read 27 Sep 2026 Note and source On both plans. Source: SysAid pricing · Read 27 Sep 2026	Not in our sources Not listed on the pricing page. Note and source Not listed on the pricing page.
CMDBDocumented by 6 of 9	Documented CMDB built by agentless discovery. Source: Freshservice IT asset management · Read 27 Sep 2026 Note and source CMDB built by agentless discovery. Source: Freshservice IT asset management · Read 27 Sep 2026	Documented CMDB and asset discovery included. Source: Halo pricing · Read 11 Oct 2026 Note and source CMDB and asset discovery included. Source: Halo pricing · Read 11 Oct 2026	Documented Configuration management is a certified practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Configuration management is a certified practice. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Documented Asset and configuration management from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Asset and configuration management from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented Add-on on Professional; included in Enterprise. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026 Note and source Add-on on Professional; included in Enterprise. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Documented In Foundation; Discovery and Service Mapping. Source: ServiceNow Configuration Management Database · Read 27 Sep 2026 Note and source In Foundation; Discovery and Service Mapping. Source: ServiceNow Configuration Management Database · Read 27 Sep 2026	Partly Asset management; CMDB depth not documented. Source: SysAid pricing · Read 27 Sep 2026 Note and source Asset management; CMDB depth not documented. Source: SysAid pricing · Read 27 Sep 2026	Not in our sources Not listed on the pricing page. Note and source Not listed on the pricing page.
IT asset managementDocumented by 7 of 9	Documented IT asset management with agentless discovery; asset units in packs of 500. Source: Freshservice IT asset management · Read 27 Sep 2026 Note and source IT asset management with agentless discovery; asset units in packs of 500. Source: Freshservice IT asset management · Read 27 Sep 2026	Documented Assets included. Source: Halo pricing · Read 27 Sep 2026 Note and source Assets included. Source: Halo pricing · Read 27 Sep 2026	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Documented Assets from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026 Note and source Assets from Standard. Source: Jira Service Management pricing · Read 27 Sep 2026	Documented From Professional. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026 Note and source From Professional. Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026	Partly A vendor blog mentions linking changes to the assets they affect; no asset module on the product or pricing pages. Source: monday.com blog: IT change management (27 Jun 2026) · Read 11 Oct 2026 Note and source A vendor blog mentions linking changes to the assets they affect; no asset module on the product or pricing pages. Source: monday.com blog: IT change management (27 Jun 2026) · Read 11 Oct 2026	Documented Asset management in Foundation. Source: ServiceNow ITSM packages · Read 11 Oct 2026 Note and source Asset management in Foundation. Source: ServiceNow ITSM packages · Read 11 Oct 2026	Documented 250 managed assets on Professional. Source: SysAid pricing · Read 27 Sep 2026 Note and source 250 managed assets on Professional. Source: SysAid pricing · Read 27 Sep 2026	Documented IT asset management from Suite Growth. Source: Zendesk Employee Service pricing · Read 27 Sep 2026 Note and source IT asset management from Suite Growth. Source: Zendesk Employee Service pricing · Read 27 Sep 2026
Self-managed optionDocumented by 3 of 9	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Not in our sources On-premises is not mentioned on the pages we read. Note and source On-premises is not mentioned on the pages we read.	Documented Cloud, on-premises or hybrid. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026 Note and source Cloud, on-premises or hybrid. Source: Ivanti Neurons for ITSM · Read 27 Sep 2026	Documented Data Center, self-managed; end of life 28 March 2029. Source: Atlassian blog: public sector next chapter (23 Sep 2026) · Read 27 Sep 2026 Note and source Data Center, self-managed; end of life 28 March 2029. Source: Atlassian blog: public sector next chapter (23 Sep 2026) · Read 27 Sep 2026	Documented Cloud or on-premises. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026 Note and source Cloud or on-premises. Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.	Not in our sources Deployment model not stated. Note and source Deployment model not stated.	Not in our sources Not described on the pages we read. Note and source Not described on the pages we read.

Download the fact grid (CSV)

What sits on each entry plan?

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

Freshservice

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
14-day trial with access to all features.
Source: Freshservice pricing · Read 11 Oct 2026
02 PRICEOn the entry plan
Starter is $19 per agent a month, billed annually.
Source: Freshservice pricing · Read 27 Sep 2026
03 INTAKEOn a higher plan or as a paid add-on
Service catalog and SLA management start on Growth.
Source: Freshservice pricing · Read 27 Sep 2026
04 AUTOMATEOn a higher plan or as a paid add-on
Freddy AI Copilot is a $29 per agent monthly add-on.
Source: Freshservice pricing · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
Freshservice for Business Teams serves HR, finance, facilities and legal; the plan is not stated.
Source: Freshservice for Business Teams · Read 11 Oct 2026
06 GOVERNOn a higher plan or as a paid add-on
Problem, change and release management are on Pro and Enterprise.
Source: Freshservice pricing · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

Halo

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
A trial is offered; 30 days with all modules on the 27 September read.
Source: Halo pricing · Read 27 Sep 2026
02 PRICEOn the entry plan
£69 per agent a month (UK list), plus a required onboarding package at a bespoke cost.
Source: Halo pricing · Read 11 Oct 2026
03 INTAKEOn the entry plan
Virtual agent on web chat, Teams, Slack and the portal, in the single licence.
Source: Halo AI · Read 27 Sep 2026
04 AUTOMATEOn the entry plan
Halo AI is included in the single price.
Source: Halo pricing · Read 27 Sep 2026
05 EXTENDOn the entry plan
HR service delivery, finance and legal, and facilities included as standard.
Source: Halo pricing · Read 11 Oct 2026
06 GOVERNOn the entry plan
Incident, request, change, problem, assets and CMDB in the single price.
Source: Halo pricing · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

Ivanti Neurons for ITSM

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYNot documented on the pages we read
No free plan or trial on the page we read.
Source: Ivanti Neurons for ITSM · Read 27 Sep 2026
02 PRICENot documented on the pages we read
No public price; Contact Sales.
Source: Ivanti Neurons for ITSM · Read 11 Oct 2026
03 INTAKEDocumented, plan not stated
Virtual agent, chatbots and self-service portals.
Source: Ivanti Neurons for ITSM · Read 27 Sep 2026
04 AUTOMATEDocumented, plan not stated
Classification, routing and agentic remediation.
Source: Ivanti Neurons for ITSM · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
HR and facilities service management are described; the plan is not stated.
Source: Ivanti Neurons for ITSM · Read 11 Oct 2026
06 GOVERNDocumented, plan not stated
Change, problem and configuration management are certified practices.
Source: Ivanti Neurons for ITSM · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

Jira Service Management

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
Free plan for up to three agents.
Source: Jira Service Management pricing · Read 27 Sep 2026
02 PRICEOn the entry plan
Free, then Standard at $20 per agent a month.
Source: Jira Service Management pricing · Read 27 Sep 2026
03 INTAKEOn the entry plan
Portal, email, chat and forms on the Free plan.
Source: Jira Service Management pricing · Read 27 Sep 2026
04 AUTOMATEOn a higher plan or as a paid add-on
Rovo Agents from Standard; virtual service agent on Premium.
Source: Jira Service Management pricing · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
Service Collection extends service management to HR, facilities, finance and legal; the plan is not stated.
Source: Atlassian: introduction to Service Collection · Read 11 Oct 2026
06 GOVERNOn a higher plan or as a paid add-on
Assets from Standard; change and advanced problem management on Premium.
Source: Jira Service Management pricing · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

ManageEngine ServiceDesk Plus

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
Free edition for two technicians and 250 IT assets.
Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026
02 PRICEOn the entry plan
Standard from $13 per technician a month.
Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026
03 INTAKEOn the entry plan
Help desk and service catalog on Standard.
Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026
04 AUTOMATEDocumented, plan not stated
Zia and predictive triage and routing; the edition is not stated.
Source: ManageEngine ServiceDesk Plus product page · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
Department instances for HR, facilities, finance and legal; ESM pricing was not read.
Source: ServiceDesk Plus enterprise service management · Read 11 Oct 2026
06 GOVERNOn a higher plan or as a paid add-on
Problem and change are add-ons on Standard; CMDB is an add-on on Professional and included in Enterprise.
Source: ManageEngine ServiceDesk Plus pricing · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

monday service

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
14-day trial.
Source: monday service pricing · Read 27 Sep 2026
02 PRICEOn the entry plan
Standard is $31 per seat a month, billed annually, from three seats.
Source: monday service pricing · Read 27 Sep 2026
03 INTAKEOn the entry plan
Email and WorkForms intake and a portal for up to 10 users on Standard.
Source: monday service pricing · Read 27 Sep 2026
04 AUTOMATEOn the entry plan
AI Ticket Triage for one board on Standard.
Source: monday service pricing · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
AI agents for HR, procurement, facilities, finance, legal and other teams; the plan is not stated.
Source: monday service product page · Read 11 Oct 2026
06 GOVERNNot documented on the pages we read
Problem management and a CMDB are not documented; change management appears only in a vendor blog.
Source: monday service product page · Read 11 Oct 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

ServiceNow ITSM

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYNot documented on the pages we read
No self-serve trial on the pages we read.
Source: ServiceNow IT Service Management · Read 27 Sep 2026
02 PRICENot documented on the pages we read
No public ITSM price.
Source: G2: Jira Service Management vs ServiceNow ITSM · Read 27 Sep 2026
03 INTAKEDocumented, plan not stated
Omnichannel self-service through EmployeeWorks, portal, chat, voice, email, mobile, Teams and Slack.
Source: ServiceNow IT Service Management · Read 27 Sep 2026
04 AUTOMATEDocumented, plan not stated
Virtual Agent and Now Assist in Foundation; AI agents for ITSM in Prime.
Source: ServiceNow ITSM packages · Read 11 Oct 2026
05 EXTENDDocumented, plan not stated
EmployeeWorks self-service; ServiceNow's departmental products are not in our sources.
Source: ServiceNow IT Service Management · Read 27 Sep 2026
06 GOVERNOn a higher plan or as a paid add-on
Change and problem management in the Advanced package; asset management and CMDB in Foundation.
Source: ServiceNow ITSM packages · Read 11 Oct 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

SysAid

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
Free trial with all features, no credit card.
Source: SysAid pricing · Read 11 Oct 2026
02 PRICEOn the entry plan
Professional is $89 per agent a month.
Source: SysAid pricing · Read 27 Sep 2026
03 INTAKEDocumented, plan not stated
Service catalog and a Copilot for end users are listed; portal details are not.
Source: SysAid homepage · Read 27 Sep 2026
04 AUTOMATEOn the entry plan
Pre-built AI agents and Copilot on both plans.
Source: SysAid pricing · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
Service spaces for HR, finance, facilities and legal; the plan is not stated.
Source: SysAid enterprise service management · Read 11 Oct 2026
06 GOVERNOn the entry plan
Change and problem management and asset management on both plans.
Source: SysAid pricing · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

Zendesk

On the entry plan
On a higher plan or as a paid add-on
Documented, plan not stated
Not documented on the pages we read

01 TRYOn the entry plan
14-day trial with Suite Professional features.
Source: Zendesk Employee Service pricing · Read 11 Oct 2026
02 PRICEOn the entry plan
Suite Team is $29 per agent a month, paid yearly.
Source: Zendesk Employee Service pricing · Read 27 Sep 2026
03 INTAKEOn a higher plan or as a paid add-on
The self-service employee portal and service catalog start on Suite Growth.
Source: Zendesk Employee Service pricing · Read 27 Sep 2026
04 AUTOMATEOn the entry plan
AI agents and the action builder on Suite Team.
Source: Zendesk Employee Service pricing · Read 27 Sep 2026
05 EXTENDDocumented, plan not stated
One platform for customer and employee service; HR-specific workflows are not detailed.
Source: Zendesk Employee Service pricing · Read 27 Sep 2026
06 GOVERNNot documented on the pages we read
Change and problem management and a CMDB are not listed.
Source: Zendesk Employee Service pricing · Read 27 Sep 2026

A filled square means the vendor's own pages place that milestone on the entry plan. It shows packaging, not how well the feature works.

Download the rollout runway data (CSV)

Which head-to-heads can I read?

Planning to move off a platform?

What is out of scope?

Large-enterprise programmes

Organisations with a platform team and a multi-year roadmap will weigh ITIL breadth and CMDB depth more heavily than this guide's finder example does.

Customer support help desks

Help desks for external customers are not covered. Zendesk appears for its Employee Service plans only.