IT Service Management platforms and autonomous IT challenges

Organizations are increasingly exploring alternatives to ServiceNow for IT Service Management (ITSM) to achieve faster deployment, easier administration, and lower licensing costs. Key alternatives include Jira Service Management, which is favored by teams integrated into the Atlassian ecosystem, and Freshservice, a cloud-based platform noted for its clean interface and suitability for small to mid-sized companies.

Other notable options include Zendesk Suite, ManageEngine ServiceDesk Plus, Ivanti Neurons for ITSM, SolarWinds Service Desk, and HaloITSM. The selection of a platform typically depends on a team's maturity, budget, automation requirements, and necessary integrations.

In the pursuit of autonomous IT—where AI handles service desks and infrastructure self-healing—several challenges remain. These include data readiness and the risks of siloed or incomplete data, potential increases in workload for already busy staff, and gaps in governance, risk, and security management.