IT service management software: features, pricing, ROI

IT service management software: features, pricing, ROI

The ITSM market is racing toward $22.1 billion by 2028, growing at nearly 16% annually as organizations modernize their service desks. Yet despite heavy investment, only 48% rate their ITSM capabilities as "great" or "good", with most teams struggling to meet rising expectations for instant resolution. The missing piece? Voice automation that actually works.

Modern ITSM needs more than ticket tracking. 52% of IT leaders want AI to automate responses to recurring issues, while two-thirds of customers expect responses within 10 minutes. This guide evaluates ITSM platforms through a communications lens, examining how voice AI, real-time routing, and automated triage transform incident resolution.

Top ITSM platforms with voice automation capabilities

1. Telnyx: Voice AI and communications infrastructure for any ITSM platform

Unlike traditional ITSM vendors that bolt on basic voice features, Telnyx provides the full communications stack that plugs into ServiceNow, Jira, Zendesk, or any platform via APIs. This approach lets you keep your existing ITSM investment while adding Voice AI Agents that handle Level 1 issues at $0.08/minute, automating password resets, status updates, and incident triage without replacing your service desk.

Key capabilities:

• Voice AI Agents that understand context and remember previous conversations
• Global PSTN connectivity in 100+ countries with STIR/SHAKEN verification
• Real-time transcription and sentiment analysis for quality monitoring
• Direct SIP trunking to existing PBX systems
• SMS APIs for automated notifications and two-way ticket updates

Pricing: Pay-as-you-go model starting at $0.08/minute for Voice AI, $0.01 per SMS, no seat licenses
Best for: Organizations wanting to enhance existing ITSM with voice automation without platform migration

2. ServiceNow IT Service Management

ServiceNow dominates enterprise ITSM with comprehensive ITIL-aligned modules, but voice capabilities require third-party integrations. The platform excels at complex workflow orchestration and cross-department service management, though organizations report spending 35% more on cloud resources than needed.

Key capabilities:

• Full ITIL v4 process support with automated workflows
• Virtual Agent for chat (voice requires integration)
• CMDB with service mapping and dependency views
• Predictive intelligence for categorization and assignment
• Integration hub with 600+ pre-built connectors

Pricing: Per-user licensing starting at $100/agent/month for ITSM Professional
Best for: Large enterprises needing comprehensive ITIL processes with budget for customization

3. Atlassian Jira Service Management

Built for DevOps-driven teams, Jira Service Management bridges development and IT operations. While strong on incident management and change coordination, it lacks native voice capabilities, requiring solutions like Telnyx for phone-based support.

Key capabilities:

• Deep integration with Jira Software for dev-to-ops workflows
• Opsgenie for on-call management and alerting
• Asset management and configuration tracking
• Confluence integration for knowledge management
• Open DevOps integration with observability tools

Pricing: Starts at $21/agent/month for Standard tier
Best for: Engineering-heavy organizations practicing DevOps and SRE methodologies

4. Freshservice

Freshservice targets mid-market organizations with an intuitive interface and rapid deployment. The platform includes basic telephony through Freshcaller, though advanced AI capabilities require additional investment.

Key capabilities:

• No-code workflow automation builder
• Built-in asset discovery and management
• Project management for IT initiatives
• Freshcaller for basic phone support
• AI-powered Freddy for ticket routing

Pricing: Growth plan at $69/agent/month includes phone support
Best for: Mid-size companies wanting quick deployment with minimal IT resources

5. BMC Helix ITSM

BMC Helix brings cognitive automation to traditional ITSM, using machine learning for predictive service management. However, its complexity often requires professional services for implementation.

Key capabilities:

• Cognitive service management with BMC Helix Digital Workplace
• Multi-cloud service management across hybrid environments
• Smart reporting with predictive analytics
• Chatbot and virtual agent capabilities
• Discovery and dependency mapping

Pricing: Custom enterprise pricing, typically starting at $125/user/month
Best for: Enterprises with mature ITIL practices seeking cognitive automation

Comparing ITSM capabilities and pricing

Key evaluation criteria for modern ITSM

ITIL alignment and automation readiness

With 38% of organizations planning AI adoption for ITSM challenges, platforms need strong process foundations. Look for tools that support ITIL v4 practices while enabling automation through APIs and webhooks. Companies using AI-powered tools see 75% reduction in ticket resolution times, but only if the underlying processes are well-defined.

Integration ecosystem

Modern ITSM must connect with observability, CRM, and collaboration tools. Since 62% of channel transitions are high-effort experiences, seamless handoffs between chat, voice, and ticketing become critical. Platforms with open APIs and pre-built connectors reduce integration complexity.

Voice and omnichannel capabilities

Phone remains essential for urgent issues, yet most ITSM platforms treat voice as an afterthought. About 75% of organizations handle tickets outside business hours, making 24/7 voice automation crucial. Solutions like Telnyx Voice AI Agents provide always-on support without hiring overnight staff.

Total cost considerations

Beyond licensing, factor in implementation, training, and ongoing customization. Organizations spend an average 35% more than needed on cloud resources, often due to overprovisioning. Usage-based pricing for voice and SMS provides predictable costs that scale with actual demand rather than seat licenses.

Implementation best practices for voice-enabled ITSM

Start with high-volume, repetitive requests where voice automation delivers immediate ROI. Password resets, account unlocks, and status inquiries are perfect candidates.

Connect your ITSM to knowledge bases and runbooks so voice agents can provide accurate responses. Organizations report up to 70% reduction in inquiries after implementing virtual assistants, but success depends on comprehensive knowledge management.

Monitor conversation analytics to identify automation opportunities. Transcripts from voice interactions reveal common questions and frustration points that traditional ticket data misses. Use sentiment analysis to route emotional calls to human agents while automating routine inquiries.

Future-proofing your ITSM investment

The shift to AI-powered service desks is accelerating. 71% cite improving customer experience as the main reason for technology investments, yet most ITSM platforms still struggle with basic voice integration.

Choosing a platform depends on your current maturity and future ambitions. If you're already invested in ServiceNow or Jira, adding Telnyx provides immediate voice capabilities without disrupting existing workflows. For greenfield deployments, consider how deeply voice and AI need to integrate with your service processes.

As 30% of organizations still track IT assets manually, there's enormous opportunity to leapfrog legacy approaches. Modern ITSM with integrated voice AI doesn't just reduce costs, it fundamentally changes how IT serves the business.

Transform your ITSM with voice AI today

Ready to cut ticket volume by 70% while improving satisfaction scores? Telnyx Voice AI Agents integrate with your existing ITSM platform in days, not months. Automate Level 1 support, route complex issues intelligently, and capture every interaction, all at $0.08 per minute with no seat licenses. Start your free trial or explore our ITSM integration guides to see how voice AI transforms service delivery.