Full ITSM platforms rarely offer free tiers — the process depth and compliance features that define ITSM carry too much value to give away. Jira Service Management is free for 3 agents with basic incident and change management. GLPI (open source) covers basic ITIL processes at no cost. ServiceNow, BMC Helix, and HaloITSM require paid licenses.
11 tools with free access highlighted below, plus 4 more in this category.
Agent-based · Cloud · Free trial
Freshservice is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud · Free trial
Freshdesk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Open source · Cloud / On-prem · Free trial
GLPI is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud · Free trial
Help Scout is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud / On-prem · Free trial
InvGate Service Management is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud / On-prem · Free trial
Jira Service Management is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Custom quote · Cloud / On-prem · Free trial
ManageEngine ServiceDesk Plus is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud · Free trial
SolarWinds Service Desk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Custom quote · Cloud / On-prem · Free trial
SysAid is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud · Free trial
Zendesk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
Agent-based · Cloud · Free trial
Zoho Desk is positioned here as a service desk software option for teams comparing rollout fit, operating model, pricing structure, and how much administrative effort the product is likely to create after implementation.
These tools are part of the itsm tools category but may not match the free tools filter above. Worth reviewing if the primary options don't fit.
Custom quote · Cloud
BMC Helix ITSM is the enterprise ITSM platform that competes directly with ServiceNow on capability depth — strongest for large enterprises already running BMC Remedy that want a cloud-native migration path, or organizations that need multi-cloud ITSM with AI-driven service management at scale.
Custom quote · Cloud / On-prem
Cherwell Service Management (now Ivanti Neurons for ITSM following the 2021 acquisition) is a codeless ITSM platform that was strongest for mid-to-large enterprises that needed deep customization without scripting — but its competitive position has weakened as the Ivanti integration roadmap creates migration uncertainty.
Custom quote · Cloud
HaloITSM is a feature-dense mid-market ITSM platform that includes ITIL-aligned processes, asset management, change management, and a self-service portal at a per-agent price that undercuts Freshservice Pro and SysAid — strongest when the team needs depth without enterprise complexity or pricing.
Custom quote · Cloud
ServiceNow ITSM is the most capable and most expensive IT service management platform on the market — the dominant choice for enterprises with 500+ IT-supported employees where service management extends beyond IT into HR, facilities, legal, and security operations.
Jira Service Management Free (3 agents) includes incident, request, and change management. GLPI is fully open source with ITIL-aligned processes. ServiceNow, BMC Helix, and HaloITSM have no free tiers — enterprise-quoted only.
JSM Free includes basic change management with approval workflows. GLPI handles change tracking with plugins. Neither matches the change advisory board (CAB) workflows, risk assessment, and automated rollback tracking of paid platforms.
When you need CMDB integration, SLA enforcement across business units, problem management with root cause analysis, or compliance reporting for SOC 2/ISO 27001. These capabilities define the gap between free and enterprise ITSM.
