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Evaluating ITSM software can be a headache, mainly because pricing is often unclear. You’ll find complex tiers, feature gating, and little public info. This guide is for buyers, finance leads, and department heads who need to budget or procure ITSM tools.
I’ll break down typical cost ranges, pricing models, and hidden fees. Plus, I’ll give you advice on evaluating ROI, so you can make informed choices for your team. Let’s demystify ITSM software pricing together.
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Choosing the right ITSM software can be tricky, with factors like user seats, integration needs, and support levels affecting cost. Here are the main elements that drive pricing:
| Factor | How It Affects Pricing |
|---|---|
| Seats Included | The number of users directly impacts cost; more seats mean higher prices. Expect around $20-$50 per user monthly, depending on features and support. |
| Pipeline Stages | More complex pipelines with multiple stages can increase costs due to the need for advanced features, adding roughly $100-$200 monthly. |
| Reporting Features | Advanced reporting features, such as customizable dashboards or analytics, often come with a premium, costing an extra $50-$100 monthly. |
| User Tiers | Different user tiers offer varying access levels and features, affecting pricing. Higher tiers may add $30-$70 per user monthly. |
| Automation Limits | Limits on automation features can influence costs, with expanded capabilities adding $100-$300 monthly for larger workflows. |
| Integration Needs | Integrating with existing tools can add to the cost, especially if custom integrations are needed, ranging from $200-$500, depending on complexity. |
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Deel | Best for global asset provisioning | Free trial + demo availableBook DemoOpens new window | From $29/monthGet Custom PricingOpens new window | Website |
| 2 | NinjaOne | Best for context-rich automation | Free trial + free demo availableBook DemoOpens new window | Pricing upon requestGet Custom PricingOpens new window | Website |
| 3 | InvGate Service Management | Best for unified service and asset management | 30-day free trial availableBook DemoOpens new window | From $0.21/node/month (billed annually)Get Custom PricingOpens new window | Website |
| 4 | Freshservice | Best for small businesses | 14-day free trial + free demo availableBook DemoOpens new window | From $19/user/month (billed annually)Get Custom PricingOpens new window | Website |
| 5 | SuperOps | Best for AI-driven task automation | Free trial availableBook DemoOpens new window | From $79/license/month (billed annually)Get Custom PricingOpens new window | Website |
| 6 | monday service | Best for customizable workflows | Free trial availableBook DemoOpens new window | From $26/seat/month (3 seat minimum)Get Custom PricingOpens new window | Website |
| 7 | SysAid | Best for ticket management | 30-day free trialBook DemoOpens new window | Pricing upon requestGet Custom PricingOpens new window | Website |
| 8 | SolarWinds Service Desk | Best incident management | 30-day free trialBook DemoOpens new window | From $19/user/month (billed annually)Get Custom PricingOpens new window | Website |
| 9 | 4me | Best time tracking features | Free demo availableBook DemoOpens new window | Pricing upon requestGet Custom PricingOpens new window | Website |
| 10 | SolarWinds Web Help Desk | Best for on-premise deployments | 14-day free trialBook DemoOpens new window | From $700 one-time (for the software, based on the technician count)Get Custom PricingOpens new window | Website |
When choosing ITSM software, understanding the pricing model can save you from surprise costs. Pricing models differ from the actual cost and can include per-user fees or tiered subscriptions. Here’s a breakdown of common ITSM pricing models:
| Pricing Model | How It Works | What to Watch For |
|---|---|---|
| Per user or seat | Charges based on the number of users accessing the software. | Costs can rise quickly as your team grows. |
| Per usage | Pricing based on how much you use the software, such as the number of support tickets handled. | High usage can lead to unexpected expenses. |
| Tiered subscription | Offers different features at set price levels. | Lower tiers might lack essential features. |
| Custom quote | Tailored pricing based on specific needs and requirements. | Can be expensive if your needs are complex. |
| Pay-as-you-go or annual | Pay only for what you use, or opt for a yearly plan for potential discounts. | May include minimum usage fees or penalties for early termination. |
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Pricing scales with company size, affecting your ITSM software choice as larger teams often need more features and support. Here’s how pricing typically varies by company size:
| Company Size | Typical Price Range | What’s Usually Included | Common Use Cases & Vendors |
|---|---|---|---|
| Small business | $20–$100/month | Basic ticketing, limited user seats; advanced support costs extra | Simple ticket management, small teams; Freshservice, SysAid, Spiceworks |
| Mid-size business | $100–$500/month | More users, SLAs, basic reporting; custom integrations cost more | Growing teams, standardization needs; SolarWinds, ManageEngine, Ivanti |
| Large business | $500–$1,500/month | Full-featured, automation, integrations; premium support extra | Complex workflows, multiple departments; ServiceNow, BMC, Cherwell |
| Enterprise | $1,500+/month | Comprehensive solutions, advanced analytics; custom pricing | Global operations, high customization; ServiceNow, BMC, Ivanti |
When deciding on an ITSM software, it’s crucial to consider hidden costs that may arise. These can include onboarding fees, premium support, or integration charges that can surprise your budget. Here’s a breakdown of common hidden costs to be aware of:
| Hidden Cost | Description |
|---|---|
| Onboarding/setup fees | Initial setup can cost extra, especially if custom configurations are needed. Vendors like ServiceNow often charge for this service to tailor the software to your needs. |
| Training or certifications | Some vendors, like BMC, offer paid training or certification programs to help your team maximize the software’s capabilities. These are important for ensuring effective use, but can add to the total cost. |
| Premium support | Enhanced support options, such as 24/7 assistance, often come at a premium. Vendors like Ivanti may charge additional fees for these services, which can be crucial for businesses needing immediate issue resolution. |
| Integrations beyond standard set | Connecting ITSM software to other tools may incur extra charges. Vendors like ManageEngine offer standard integrations, but custom ones can increase costs significantly, especially for complex systems. |
| Usage overages | Exceeding usage limits, such as ticket volumes, can lead to additional fees. Vendors like Freshservice might charge more if your usage exceeds the plan’s limits, so it’s important to monitor your usage closely. |
| Contract minimums | Some vendors require minimum contract lengths, which can lock you into a service longer than needed. For instance, Cherwell might have specific terms that require careful consideration to avoid unnecessary expenses. |
| Compliance or legal updates | Staying compliant with legal standards may require updates or add-ons. Vendors like SolarWinds may offer specific compliance modules at an extra cost, which are essential for regulated industries but can add to your expenses. |
ITSM software often uses tiered subscription plans, including various features and upgrade triggers:
To avoid overspending, evaluate your team’s current and future needs carefully. Choose a plan that not only fits your budget but also scales with your growth.
Understanding ROI helps you make informed ITSM software choices and ensures you track the impact after implementation:
Automation and streamlined workflows in ITSM software can significantly cut down on manual tasks, freeing up your team’s time. Consider which manual processes this software will replace and estimate the time your team could reclaim. Ask vendors to showcase time-saving features through typical use cases relevant to your business. This will help you see potential efficiency gains firsthand and evaluate the software’s impact on your operations.
Reducing manual handoffs and calculations with ITSM software can prevent costly mistakes. Identify where errors currently occur and how the system can reduce them. Ask vendors to demonstrate how data validation and control are managed across their platform. This insight will help you understand the potential for fewer errors and the associated cost savings.
ITSM software often includes features that help meet legal, financial, or industry standards, reducing the risk of fines or audits. Investigate what compliance features are built in and whether the platform supports specific industry requirements. Request examples from vendors on how their system helped avoid compliance gaps. This knowledge will clarify how the software can mitigate risks and protect your business.
Replacing multiple tools with one ITSM solution can lower costs and improve team alignment. Consider if this software could replace existing tools and which teams would realistically use it. Ask vendors for stories about successful rollouts across different functions. This will provide insight into the software’s versatility and potential for broader adoption within your organization.
Demos are your team’s best chance to clarify pricing, understand what’s included, and avoid unexpected costs. Come prepared with questions to make the most of this opportunity. You might also consider writing an ITSM software RFP to formalize your needs. Here are some key questions to ask during demos:
Pricing for ITSM software is often flexible, and being well-prepared can lead to better deals. Effective negotiation can help your team secure favorable pricing and contract terms while maintaining the functionality you need. Here are some strategies to consider:
If you’re in the process of researching ITSM software, connect with a SoftwareSelect advisor for free recommendations.
You fill out a form and have a quick chat where they get into the specifics of your needs. Then you’ll get a shortlist of software to review. They’ll even support you through the entire buying process, including price negotiations.
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