Fixify roundup: The top AI solutions for ITSM (as of 2025)

Most IT teams face the same reality: more SaaS, more endpoints, and more requests landing at all hours. The question isn’t whether AI belongs in ITSM — it’s which approach actually reduces work while keeping service quality high.

The right AI solution for ITSM accelerates ticket resolution, improves routing, and preserves context when humans step in. This roundup simplifies the evaluation process by focusing on what matters in production — not in demos. As you compare tools, pay attention to how each one balances automation with collaboration. That balance often determines whether queues flow smoothly or escalate unnecessarily.

Our evaluation criteria

Before ranking any AI solution for ITSM, we tested how each performs in real-world conditions — where tickets pile up, SaaS sprawl grows daily, and users expect fast, human-feeling support.

We evaluated tools across three dimensions, plus the outcomes they unlock for IT teams:

1. Automation depth, ease of use, and ecosystem fit
   Can the tool reliably automate repetitive tasks, route information accurately, and surface context without fragile setups? Does it integrate cleanly with your identity, knowledge, chat, and device management systems?
   
   
2. Scalability and relevance in 2025
   Are vendors keeping pace with agentic AI, orchestration across systems, and new security expectations — or just rebranding yesterday’s NLP as “AI”?
   
   
3. Measurable impact
   Successful deployments show clear gains: more tickets fully resolved without escalation, shorter mean time to resolution, and lower cost per ticket. The best results come from AI that collaborates intelligently with humans—reducing the work required per request while improving accuracy and satisfaction.

With that lens, let’s look at the tools leading the ITSM space in 2025. If you want a quick refresher on fundamentals first, our guide to IT service management covers the core processes and where AI fits in.

Top AI solutions for ITSM in 2025

This market has matured fast. That’s great news for buyers. You now have serious options across price points and deployment models, from enterprise suites to nimble, AI-native challengers. Below are six solutions that consistently make shortlists, along with their 2025 updates and strengths.

Fixify

Fixify blends practical AI-powered automation with human oversight, helping teams scale care as well as efficiency. In 2025, the focus shifted toward smarter prediction and safer handoffs between AI and agents.

New predictive ticket classification learns from historical routing and real-time context to suggest the right assignment and priority at creation. Fixify can also automatically generate and update playbooks based on historical ticket data. Also, the upgraded “Ask Sidekicks” feature enables help desk agents to quickly gather context and automate a larger range of activities. 

Fixify also introduced 24/7 support for global teams, ensuring human oversight and continuity during off-hours or incident spikes. What sets Fixify apart is orchestration: automation handles the routine, humans handle the nuance. Teams typically start with high-volume tasks, then expand into predictive use cases once data quality is strong—avoiding brittle bots while giving agents full context control.

If you’re evaluating IT support services that span SaaS, identity, and device management, use this page on ITSM solutions as a checklist for ecosystem fit.

Moveworks

Moveworks (which was acquired by Servicenow in 2025) is best known for its conversational assistant that resolves a wide range of employee requests directly in chat. It’s often compared against embedded AI in broader ITSM platforms.

Its strengths include wide intent coverage, enterprise search, and fast time to value. When evaluating, confirm how Moveworks handles low-confidence requests, manages escalation, and executes approvals securely in chat.

For side-by-side comparisons of support ticketing software in this space, check out our alternatives to Moveworks  guide to map capabilities to your collaboration stack.

BMC Helix ITSM

BMC continues to advance AI-assisted operations that blend AIOps and ITSM — a powerful combination for large-scale, complex environments.

Recent Helix updates focus on agentic workflows and deeper root cause analysis. Operators can query incidents in chat, understand impact, and get guided remediation steps without toggling between consoles. For ITSM leaders at large IT organizations, that means less context switching and faster isolation when multiple services degrade.

If you already run BMC at scale, these AI enhancements build naturally on your existing workflows. Many teams pair Helix with ticketing system software for intake while routing major incidents into operations.

Ivanti Neurons

Ivanti Neurons focuses on self-healing endpoints — ideal for distributed or frontline-heavy workforces.

Recent updates improved endpoint automation and bot-driven remediation, with tighter connections to popular ITSM platforms and smarter bot decisioning. For organizations managing large device fleets, this means issues can be detected and fixed proactively, reducing ticket volume at the source.

If your ITSM strategy centers on device health and patching, Ivanti is the top ITSM tool for that outcome. Pair it with IT management software that handles request workflows and approvals.

Freshservice (Freshworks)

Freshservice appeals to fast-growing teams that want AI-powered ITSM without an enterprise rollout.

In 2025, the platform emphasized knowledge quality. Generative AI now supports article recommendations, content updates, and topic clustering—helping teams turn ticket patterns into living documentation. The result: stronger self-service and fewer duplicate tickets.

For teams formalizing IT services and support, a solid knowledge foundation is often the quickest way to improve employee experience and lighten the queue.

ManageEngine ServiceDesk Plus

ServiceDesk Plus remains a strong, budget-friendly choice for small and mid-sized IT teams.

Its built-in AI assistant summarizes tickets, suggests next steps, and guides technicians through checklists that reduce rework. Recent updates tightened integrations with IT operations, connecting service delivery to monitoring and change management.

If you’re standardizing on cost-effective support ticketing software, ServiceDesk Plus provides scalable functionality at an accessible price. For more context, see our IT infrastructure primer on how service changes ripple through networks and apps.

Key AI trends in ITSM for 2025

Each year brings a few shifts that redefine how IT leaders approach automation. Here are the major trends shaping 2025:

• Knowledge that maintains itself
  Generative AI is powering knowledge bases that analyze ticket clusters, identify gaps, and recommend updates — turning documentation into a continuously improving asset.
  
  
• Multi-agent systems in production
  AI agents can now hand off tasks, run diagnostics, and request human help when confidence drops. The best setups pair these agents with lightweight human checkpoints to prevent silent failures.
  
  
• Personalization as the new efficiency
  Tailoring responses by user role, device, and history delivers faster and more relevant help—scaling care while managing cost per ticket.

But beware the pitfalls. Chatbots that perform well in demos often struggle in production if they misinterpret requests or rely on stale data. When users can’t escalate easily, trust evaporates fast.

Your stack should make human escalation visible and immediate. If you need a readiness check, our ITSM overview covers the foundational processes that enable reliable automation.

How to choose the right AI solution

With so much noise in the market, a simple selection framework helps you cut through it. This section outlines the criteria we see as essential for teams that adopt successfully, whether you are upgrading a platform or integrating a new assistant.

Start by matching company size, IT complexity, and budget to the solution category. Enterprise platforms make sense when you need deep process coverage and compliance. If your priority is faster resolution for common requests and a stronger self-service layer, a lighter footprint may be enough.

Next, compare integration requirements and adaptability to SaaS sprawl. Inventory the systems AI needs to interact with, such as identity, collaboration, MDM, asset management, and observability. Ask vendors to demonstrate how automations will run across them without relying on brittle connectors. This is where your it management software strategy meets day-to-day workflows.

Then, stage your rollout. Begin with repetitive, rules-based tasks, such as access requests or device hygiene, and then move on to predictive assignments and multi-agent use cases. This sequence builds credibility with stakeholders and gives your team time to implement quality controls.

Finally, insist on a clear path to a human. Any AI solution should clearly indicate how employees can involve a person, preserving context. This is not a nice-to-have. It is how you avoid the trust issues that sink many chatbot rollouts.

With a crowded market, structure helps. Here’s a framework to simplify selection:

1. Match size, complexity, and budget
   Enterprise platforms make sense for organizations that need deep process coverage and compliance. Smaller teams may benefit more from lightweight automation and strong self-service.
   
   
2. Assess integration and adaptability
   Inventory the systems your AI needs to interact with — identity, collaboration, MDM, asset management, observability — and confirm how automations run across them. This is where your IT management software strategy meets everyday workflows.
   
   
3. Stage your rollout
   Start with repetitive, rule-based tasks (like access requests or patching). Once confidence builds, layer in predictive assignments and multi-agent workflows.
   
   
4. Keep humans in the loop
   Every AI solution needs a visible path to a person. Preserving context during handoff is how you maintain trust—and avoid chatbot fatigue.
   
   

A quick comparison snapshot

Use this table as a conversation starter with your team and vendors — it captures where each option tends to excel: