US BUYING RESEARCH · FACTUAL COMPARISON

IT service management software for US internal teams

This comparison follows an internal employee request from intake and knowledge self-service through assignment, service targets and controlled change. Four distinct supplier families are compared through eight named offers. External customer support, outsourced MSP service and on-premises editions are different scopes. These are documentary findings, not deployment benchmarks or ranked recommendations.

Research updated 2026-11-05 · 4 supplier families · 8 documented offers · Non-exhaustive selection

Ratings pending. Listed by buying approach, not score. Our editorial scale is /100; these products have not been assigned a rating.

Start with the work you need done

Which approach fits your team?
Supplier	Approach	Useful when	Important boundary
Freshservice	Freshservice for IT teams cloud; excludes Freshdesk and MSP edition	An internal IT team wants employee support that can expand into problem, change and release processes.	This is Freshservice for IT teams, not Freshdesk or the MSP edition. Growth and Pro have different process rights; Copilot and asset packs require separate cost consideration.
Jira Service Management	Cloud JSM within Service Collection; current commercial bundle includes JSM, CSM, Assets and Rovo	A team uses Atlassian workflows and needs employee intake, configuration records and broader change control at Premium.	The observed rate is the current Service Collection calculator display, not a fixed standalone JSM tariff for every team size. Rovo and the Premium virtual agent use separate meters.
ManageEngine ServiceDesk Plus Cloud	Cloud edition; excludes on-premises and MSP	A small technician team needs asset management with explicit cloud package sizing and optional or bundled ITSM processes.	Professional has paid additions for several advanced processes; Enterprise bundles more. The selected package includes two technicians and 250 IT assets, not unlimited staff or devices.
SolarWinds Service Desk	Cloud Service Desk; excludes Web Help Desk and on-premises products	A team wants service catalogue, assets and change records with deeper automation and discovery in Advanced/Premier.	The public starting tariff covers technicians, while asset costs require a quote. Traditional Virtual Agent and generative incident assistance have different boundaries.

Separate agents, employees, assets and AI consumption

An agent tariff does not establish the cost of the device estate. ManageEngine’s selected prices cover a cloud package with two technicians and 250 assets; Freshservice sells asset-unit packs, and SolarWinds requires a separate asset quote. Atlassian now presents Jira Service Management inside Service Collection, with a quantity-sensitive calculator. US tax, setup and migration costs remain unverified.

Freshservice IT teams pricing · Service Collection pricing · ServiceDesk Plus pricing · Service Desk pricing

Focused comparison

Freshservice vs ServiceDesk Plus Cloud: agents, assets and change control

Named plans, common buying decisions and dated sources on a permanent comparison page.

Focused ITSM comparisons: choose the workflow before comparing cost

Focused ITSM comparisons: choose the workflow before comparing cost
Your question	What the evidence supports	Boundary to verify
Freshservice Growth or Pro for controlled changes?	Growth includes catalogue, SLA and on-call functions. Pro adds documented problem, change and release management. Copilot remains a paid add-on. Freshservice IT teams pricing · Ticket Field Suggester configuration	Do not infer lower-plan absence from an omitted row; the comparison establishes the advertised Pro entitlement. Asset, setup and AI charges are additional questions.
ManageEngine Professional or Enterprise for two technicians and 250 assets?	Observed Cloud annual starting packages are USD 645 and USD 1,595 respectively. The subscription-only difference is USD 950/year. Enterprise includes catalogue, problem/change and CMDB where Professional has additions. ServiceDesk Plus pricing · ServiceDesk Plus cloud edition comparison	This is package arithmetic, not a total-cost saving. Price Professional add-ons before choosing. Higher quantities, tax and implementation remain outside the calculation.
Does Atlassian Standard include the Premium virtual service agent?	No. Standard includes Rovo, while JSM’s metered employee virtual agent is a Premium feature. Premium includes 1,000 assisted conversations/month or 12,000/year. Service Collection licensing · How Rovo credits work	Rovo credits are a different pool. Its extra-usage billing starts December 3, 2026, after this research date. Customer Service Management resolution fees are another product meter.
Does SolarWinds Advanced promise every generative feature?	Advanced pricing lists resolution summaries, while generic GenAI documentation still describes Premier. The traditional Virtual Agent is documented for Advanced/Premier. Service Desk pricing · SolarWinds AI: Generative AI · SolarWinds Virtual Agent	Confirm the precise Advanced capability before buying; no universal generative entitlement, unlimited quota or mobile support is inferred.
How should the team evaluate AI answers and actions?	Compare reviewable Copilot suggestions, knowledge restrictions and agent tools separately. ManageEngine documents scoped tools; Atlassian provides AI-answer testing and toggles. Ticket Field Suggester configuration · Getting Started with Zia Agents — Cloud FAQs · Use AI answers in the virtual service agent	These are vendor-documented controls. No real ticket, restricted-data prompt, tool execution or human-handoff test was run.

Freshservice: packages and boundaries

An internal IT team wants employee support that can expand into problem, change and release processes.

Check before buying: This is Freshservice for IT teams, not Freshdesk or the MSP edition. Growth and Pro have different process rights; Copilot and asset packs require separate cost consideration.

Editorial rating: pending. No /100 score has been assigned.

Freshservice — observed offers, 2026-11-05
Offer	Observed price and billing	Package facts and evidence
Growth	USD 49 · agent/month · annual billing · Tax basis not verified · Annual agent rate. Minimum seats, asset packs, tax and implementation unverified. Freshservice IT teams pricing · Freshworks Pricing Plan List · Observed 2026-11-05	Incident records: Documented Incident records. Freshservice IT teams pricing · Checked 2026-11-05 Knowledge self-service: Documented Knowledge articles. Freshservice IT teams pricing · Checked 2026-11-05 Work assignment: Documented Task assignment. Freshservice IT teams pricing · Checked 2026-11-05 Intake channels: Documented Email, phone, chat and widget channels. Freshservice IT teams pricing · Checked 2026-11-05 Workplace integration: Documented Microsoft Teams and Slack ServiceBot. Freshservice IT teams pricing · Checked 2026-11-05 Employee portal: Documented Support portal allowance — 1. Freshservice IT teams pricing · Checked 2026-11-05 Service catalogue: Documented Service catalog. Freshservice IT teams pricing · Checked 2026-11-05 Service targets: Documented SLA management. Freshservice IT teams pricing · Checked 2026-11-05 Major-incident coordination: Documented On-call management. Freshservice IT teams pricing · Checked 2026-11-05 Price basis: Documented Published agent tariff. Freshservice IT teams pricing · Freshworks Pricing Plan List · Checked 2026-11-05 Billing commitment: Documented Annual billing. Freshservice IT teams pricing · Freshworks Pricing Plan List · Checked 2026-11-05 Agent and requester licensing: Conditional Occasional-agent Day Passes are separate from agent subscriptions. Freshservice IT teams pricing · Checked 2026-11-05 Asset and object allowances: Conditional ITAM asset units sold in 500-unit packs; included quantity and price unverified. Freshservice IT teams pricing · Checked 2026-11-05 Not verified for this offer Problem management Change control Release control Asset records Configuration relationships Discovery and inventory API access Workflow automation Identity integration Audit evidence Data portability US tax treatment Supplier support Agent AI assistance Employee AI and actions AI review and data controls AI metering
Pro	USD 99 · agent/month · annual billing · Tax basis not verified · Annual agent rate. Minimum seats, asset packs, tax and implementation unverified. Freshservice IT teams pricing · Freshworks Pricing Plan List · Observed 2026-11-05	Incident records: Documented Incident records. Freshservice IT teams pricing · Checked 2026-11-05 Knowledge self-service: Documented Knowledge articles. Freshservice IT teams pricing · Checked 2026-11-05 Work assignment: Documented Task assignment. Freshservice IT teams pricing · Checked 2026-11-05 Intake channels: Documented Email, phone, chat and widget channels. Freshservice IT teams pricing · Checked 2026-11-05 Workplace integration: Documented Microsoft Teams and Slack ServiceBot. Freshservice IT teams pricing · Checked 2026-11-05 Employee portal: Documented Support portal allowance — 50. Freshservice IT teams pricing · Checked 2026-11-05 Service catalogue: Documented Service catalog. Freshservice IT teams pricing · Checked 2026-11-05 Service targets: Documented SLA management. Freshservice IT teams pricing · Checked 2026-11-05 Major-incident coordination: Documented On-call management. Freshservice IT teams pricing · Checked 2026-11-05 Problem management: Documented Problem management. Freshservice IT teams pricing · Checked 2026-11-05 Change control: Documented Change management. Freshservice IT teams pricing · Checked 2026-11-05 Release control: Documented Release management. Freshservice IT teams pricing · Checked 2026-11-05 Price basis: Documented Published agent tariff. Freshservice IT teams pricing · Freshworks Pricing Plan List · Checked 2026-11-05 Billing commitment: Documented Annual billing. Freshservice IT teams pricing · Freshworks Pricing Plan List · Checked 2026-11-05 Agent and requester licensing: Conditional Occasional-agent Day Passes are separate from agent subscriptions. Freshservice IT teams pricing · Checked 2026-11-05 Asset and object allowances: Conditional ITAM asset units sold in 500-unit packs; included quantity and price unverified. Freshservice IT teams pricing · Checked 2026-11-05 Agent AI assistance: Conditional Copilot is a paid add-on, displayed USD 29/agent/month; term needs confirmation. Freshservice IT teams pricing · Checked 2026-11-05 AI review and data controls: Documented Licensed Copilot suggestions can be reviewed/overridden; admin previews/publishes model settings. Ticket Field Suggester configuration · Checked 2026-11-05 Not verified for this offer Asset records Configuration relationships Discovery and inventory API access Workflow automation Identity integration Audit evidence Data portability US tax treatment Supplier support Employee AI and actions AI metering

Confirm asset units, minimum agents, US tax and implementation costs.
Do not assign Agent Studio capabilities to the Classic session allowance; confirm Copilot entitlement and term.

Freshservice product-wide documentation — not a plan entitlement

These product statements do not fill gaps in the package table above.

Incident records: Documented
Pro: Incident records.
Freshservice IT teams pricing · Checked 2026-11-05
Knowledge self-service: Documented
Pro: Knowledge articles.
Freshservice IT teams pricing · Checked 2026-11-05
Work assignment: Documented
Pro: Task assignment.
Freshservice IT teams pricing · Checked 2026-11-05
Intake channels: Documented
Pro: Email, phone, chat and widget channels.
Freshservice IT teams pricing · Checked 2026-11-05
Workplace integration: Documented
Pro: Microsoft Teams and Slack ServiceBot.
Freshservice IT teams pricing · Checked 2026-11-05
Employee portal: Documented
Pro: Support portal allowance — 50.
Freshservice IT teams pricing · Checked 2026-11-05
Service catalogue: Documented
Pro: Service catalog.
Freshservice IT teams pricing · Checked 2026-11-05
Service targets: Documented
Pro: SLA management.
Freshservice IT teams pricing · Checked 2026-11-05
Major-incident coordination: Documented
Pro: On-call management.
Freshservice IT teams pricing · Checked 2026-11-05
Problem management: Documented
Pro: Problem management.
Freshservice IT teams pricing · Checked 2026-11-05
Change control: Documented
Pro: Change management.
Freshservice IT teams pricing · Checked 2026-11-05
Release control: Documented
Pro: Release management.
Freshservice IT teams pricing · Checked 2026-11-05
Price basis: Documented
Pro: Published agent tariff.
Freshservice IT teams pricing · Freshworks Pricing Plan List · Checked 2026-11-05
Billing commitment: Documented
Pro: Annual billing.
Freshservice IT teams pricing · Freshworks Pricing Plan List · Checked 2026-11-05
Agent and requester licensing: Conditional
Pro: Occasional-agent Day Passes are separate from agent subscriptions.
Freshservice IT teams pricing · Checked 2026-11-05
Asset and object allowances: Conditional
Pro: ITAM asset units sold in 500-unit packs; included quantity and price unverified.
Freshservice IT teams pricing · Checked 2026-11-05
Agent AI assistance: Conditional
Pro: Copilot is a paid add-on, displayed USD 29/agent/month; term needs confirmation.
Freshservice IT teams pricing · Checked 2026-11-05
AI review and data controls: Documented
Pro: Licensed Copilot suggestions can be reviewed/overridden; admin previews/publishes model settings.
Ticket Field Suggester configuration · Checked 2026-11-05
Employee AI and actions: Conditional
Enterprise Classic includes 1,200 sessions/licence/year; separate from Agent Studio.
Freshservice IT teams pricing · Checked 2026-11-05
AI metering: Conditional
Classic session is a unique user interacting within 24 hours; Studio commercial scope unverified.
Freshservice IT teams pricing · Connect knowledge sources to AI Agent · Checked 2026-11-05

Still unverified

Asset records
Configuration relationships
Discovery and inventory
API access
Workflow automation
Identity integration
Audit evidence
Data portability
US tax treatment
Supplier support

Jira Service Management: packages and boundaries

A team uses Atlassian workflows and needs employee intake, configuration records and broader change control at Premium.

Check before buying: The observed rate is the current Service Collection calculator display, not a fixed standalone JSM tariff for every team size. Rovo and the Premium virtual agent use separate meters.

Editorial rating: pending. No /100 score has been assigned.

Jira Service Management — observed offers, 2026-11-05
Offer	Observed price and billing	Package facts and evidence
Service Collection Standard	USD 21.5 · agent/month · monthly billing · Tax basis not verified · Current Service Collection bundle calculator display; quantity not exposed in captured text. No fixed multi-seat total inferred. Service Collection pricing · Observed 2026-11-05	Intake channels: Documented Email, portal, Teams and Slack intake. Service Collection pricing · Checked 2026-11-05 Employee portal: Documented Configurable intake forms. Service Collection pricing · Checked 2026-11-05 Work assignment: Documented Triage queues. Service Collection pricing · Checked 2026-11-05 Knowledge self-service: Conditional Embedded knowledge base; Admin adds a Confluence plan; core articles need no paid Confluence purchase. Service Collection licensing · Checked 2026-11-05 Major-incident coordination: Documented On-call and alert escalation. Service Collection pricing · Checked 2026-11-05 Asset records: Documented Asset/configuration records. Service Collection pricing · Checked 2026-11-05 Audit evidence: Documented Audit logs. Service Collection pricing · Checked 2026-11-05 Employee AI and actions: Not included Employee virtual service agent. Service Collection licensing · Checked 2026-11-05 Price basis: Conditional Displayed calculator rate; quantity-specific proposal required. Service Collection pricing · Checked 2026-11-05 Billing commitment: Documented Monthly progressive-seat billing; maximum assigned seats in cycle. Service Collection pricing · Checked 2026-11-05 Asset and object allowances: Conditional 5,000 asset objects; extra usage separately charged. Service Collection pricing · Checked 2026-11-05 Workflow automation: Documented 3,000 automation steps/user/month. Service Collection pricing · Checked 2026-11-05 Agent and requester licensing: Conditional Agent licensing; customers unlimited. Direct Confluence access may cost extra. Service Collection pricing · Service Collection licensing · Checked 2026-11-05 Agent AI assistance: Conditional Rovo search, chat and agents included; business-domain verification required. Service Collection pricing · How Rovo credits work · Checked 2026-11-05 AI metering: Conditional Rovo: 250 credits/user/month pooled. Extra-usage billing begins December 3, 2026. How Rovo credits work · Service Collection licensing · Checked 2026-11-05 Not verified for this offer Incident records Service catalogue Service targets Problem management Change control Release control Configuration relationships Discovery and inventory API access Workplace integration Identity integration Data portability US tax treatment Supplier support AI review and data controls
Service Collection Premium	USD 55.28 · agent/month · monthly billing · Tax basis not verified · Current Service Collection bundle calculator display; quantity not exposed in captured text. No fixed multi-seat total inferred. Service Collection pricing · Observed 2026-11-05	Intake channels: Documented Email, portal, Teams and Slack intake. Service Collection pricing · Checked 2026-11-05 Employee portal: Documented Configurable intake forms. Service Collection pricing · Checked 2026-11-05 Work assignment: Documented Triage queues. Service Collection pricing · Checked 2026-11-05 Knowledge self-service: Conditional Embedded knowledge base; Admin adds a Confluence plan; core articles need no paid Confluence purchase. Service Collection licensing · Checked 2026-11-05 Major-incident coordination: Documented On-call and alert escalation. Service Collection pricing · Checked 2026-11-05 Asset records: Documented Asset/configuration records. Service Collection pricing · Checked 2026-11-05 Audit evidence: Documented Audit logs. Service Collection pricing · Checked 2026-11-05 Problem management: Documented Advanced incident/problem workflows. Service Collection pricing · Checked 2026-11-05 Change control: Documented Change approvals and CAB procedures. Service Collection pricing · Checked 2026-11-05 Release control: Documented CI/CD deployment approvals. Service Collection pricing · Checked 2026-11-05 Employee AI and actions: Conditional Employee virtual service agent; Metered assisted conversations. Service Collection licensing · Checked 2026-11-05 Price basis: Conditional Displayed calculator rate; quantity-specific proposal required. Service Collection pricing · Checked 2026-11-05 Billing commitment: Documented Monthly progressive-seat billing; maximum assigned seats in cycle. Service Collection pricing · Checked 2026-11-05 Supplier support: Conditional Premium 24/7 support. Confirm severity-specific response commitments; no universal one-hour response is asserted. Service Collection licensing · Checked 2026-11-05 Asset and object allowances: Conditional 50,000 asset objects; extra usage separately charged. Service Collection pricing · Checked 2026-11-05 Workflow automation: Documented 6,500 automation steps/user/month. Service Collection pricing · Checked 2026-11-05 Agent and requester licensing: Conditional Agent licensing; customers unlimited. Direct Confluence access may cost extra. Service Collection pricing · Service Collection licensing · Checked 2026-11-05 Agent AI assistance: Conditional Rovo search, chat and agents included; business-domain verification required. Service Collection pricing · How Rovo credits work · Checked 2026-11-05 AI metering: Conditional Rovo: 700 credits/user/month pooled. Virtual agent: 1,000 assisted conversations/month or 12,000/year, then extra charges. How Rovo credits work · Service Collection licensing · Checked 2026-11-05 AI review and data controls: Conditional Admin tests/toggles AI answers; knowledge permissions apply, with Slack visibility restrictions. Use AI answers in the virtual service agent · Checked 2026-11-05 Not verified for this offer Incident records Service catalogue Service targets Configuration relationships Discovery and inventory API access Workplace integration Identity integration Data portability US tax treatment

Confirm agent quantity, highest-seat billing, asset overage and linked Confluence access.
Ask which knowledge permissions and channels the virtual agent can use; verify business-domain requirements and future overage settings.

Jira Service Management product-wide documentation — not a plan entitlement

These product statements do not fill gaps in the package table above.

Intake channels: Documented
Service Collection Premium: Email, portal, Teams and Slack intake.
Service Collection pricing · Checked 2026-11-05
Employee portal: Documented
Service Collection Premium: Configurable intake forms.
Service Collection pricing · Checked 2026-11-05
Work assignment: Documented
Service Collection Premium: Triage queues.
Service Collection pricing · Checked 2026-11-05
Knowledge self-service: Conditional
Service Collection Premium: Embedded knowledge base; Admin adds a Confluence plan; core articles need no paid Confluence purchase.
Service Collection licensing · Checked 2026-11-05
Major-incident coordination: Documented
Service Collection Premium: On-call and alert escalation.
Service Collection pricing · Checked 2026-11-05
Asset records: Documented
Service Collection Premium: Asset/configuration records.
Service Collection pricing · Checked 2026-11-05
Audit evidence: Documented
Service Collection Premium: Audit logs.
Service Collection pricing · Checked 2026-11-05
Problem management: Documented
Service Collection Premium: Advanced incident/problem workflows.
Service Collection pricing · Checked 2026-11-05
Change control: Documented
Service Collection Premium: Change approvals and CAB procedures.
Service Collection pricing · Checked 2026-11-05
Release control: Documented
Service Collection Premium: CI/CD deployment approvals.
Service Collection pricing · Checked 2026-11-05
Employee AI and actions: Conditional
Service Collection Premium: Employee virtual service agent; Metered assisted conversations.
Service Collection licensing · Checked 2026-11-05
Price basis: Conditional
Service Collection Premium: Displayed calculator rate; quantity-specific proposal required.
Service Collection pricing · Checked 2026-11-05
Billing commitment: Documented
Service Collection Premium: Monthly progressive-seat billing; maximum assigned seats in cycle.
Service Collection pricing · Checked 2026-11-05
Supplier support: Conditional
Service Collection Premium: Premium 24/7 support. Confirm severity-specific response commitments; no universal one-hour response is asserted.
Service Collection licensing · Checked 2026-11-05
Asset and object allowances: Conditional
Service Collection Premium: 50,000 asset objects; extra usage separately charged.
Service Collection pricing · Checked 2026-11-05
Workflow automation: Documented
Service Collection Premium: 6,500 automation steps/user/month.
Service Collection pricing · Checked 2026-11-05
Agent and requester licensing: Conditional
Service Collection Premium: Agent licensing; customers unlimited. Direct Confluence access may cost extra.
Service Collection pricing · Service Collection licensing · Checked 2026-11-05
Agent AI assistance: Conditional
Service Collection Premium: Rovo search, chat and agents included; business-domain verification required.
Service Collection pricing · How Rovo credits work · Checked 2026-11-05
AI review and data controls: Conditional
Service Collection Premium: Admin tests/toggles AI answers; knowledge permissions apply, with Slack visibility restrictions.
Use AI answers in the virtual service agent · Checked 2026-11-05
AI metering: Conditional
Rovo credit pool and virtual-agent conversations are separate meters; extra Rovo billing starts December 3, 2026.
How Rovo credits work · Service Collection licensing · Checked 2026-11-05

Still unverified

Incident records
Service catalogue
Service targets
Configuration relationships
Discovery and inventory
API access
Workplace integration
Identity integration
Data portability
US tax treatment

ManageEngine ServiceDesk Plus Cloud: packages and boundaries

A small technician team needs asset management with explicit cloud package sizing and optional or bundled ITSM processes.

Check before buying: Professional has paid additions for several advanced processes; Enterprise bundles more. The selected package includes two technicians and 250 IT assets, not unlimited staff or devices.

Editorial rating: pending. No /100 score has been assigned.

ManageEngine ServiceDesk Plus Cloud — observed offers, 2026-11-05
Offer	Observed price and billing	Package facts and evidence
Professional	USD 645 · package/year · annual billing · Tax basis not verified · Cloud annual starting package: two technicians plus 250 IT assets. Not the on-premises tariff; additions priced separately. ServiceDesk Plus pricing · Observed 2026-11-05	Intake channels: Documented Email-to-ticket conversion. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Employee portal: Documented Employee self-service portal. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Knowledge self-service: Documented Knowledge approval and visibility. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Service targets: Documented SLA policies. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Workflow automation: Documented Business rules. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Work assignment: Documented Round-robin/load-balanced assignment. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Identity integration: Documented SAML authentication. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Audit evidence: Documented Scheduled/audit reports. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 API access: Documented API access. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Data portability: Documented Data import/export. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Discovery and inventory: Documented Asset discovery. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Configuration relationships: Conditional CMDB relationships; Add-on. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Service catalogue: Conditional Service catalog; Add-on. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Problem management: Conditional Problem management; Add-on. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Change control: Conditional Change management; Add-on. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Employee AI and actions: Not included Autonomous Zia agents. Getting Started with Zia Agents — Cloud FAQs · Checked 2026-11-05 Price basis: Conditional Starting package, not a per-technician rate. ServiceDesk Plus pricing · Checked 2026-11-05 Billing commitment: Documented Annual billing. ServiceDesk Plus pricing · Checked 2026-11-05 Asset records: Documented Hardware/software records in Professional and Enterprise. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Agent and requester licensing: Documented Two technicians in selected package; end users uncharged. ServiceDesk Plus pricing · Checked 2026-11-05 Asset and object allowances: Documented 250 IT assets in selected cloud package. ServiceDesk Plus pricing · Checked 2026-11-05 Supplier support: Conditional 24x5 phone/email excluding public holidays. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Agent AI assistance: Conditional Reply/summary assistance documented; external OpenAI/Azure account billed separately if selected. ServiceDesk Plus cloud edition comparison · ServiceDesk Plus Cloud AI FAQs · Checked 2026-11-05 Not verified for this offer Incident records Major-incident coordination Release control Workplace integration US tax treatment AI review and data controls AI metering
Enterprise	USD 1595 · package/year · annual billing · Tax basis not verified · Cloud annual starting package: two technicians plus 250 IT assets. Not the on-premises tariff; additions priced separately. ServiceDesk Plus pricing · Observed 2026-11-05	Intake channels: Documented Email-to-ticket conversion. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Employee portal: Documented Employee self-service portal. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Knowledge self-service: Documented Knowledge approval and visibility. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Service targets: Documented SLA policies. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Workflow automation: Documented Business rules. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Work assignment: Documented Round-robin/load-balanced assignment. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Identity integration: Documented SAML authentication. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Audit evidence: Documented Scheduled/audit reports. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 API access: Documented API access. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Data portability: Documented Data import/export. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Discovery and inventory: Documented Asset discovery. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Configuration relationships: Documented CMDB relationships. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Service catalogue: Documented Service catalog. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Problem management: Documented Problem management. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Change control: Documented Change management. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Employee AI and actions: Conditional Autonomous Zia agents; LLM consumption; US data center supported. Getting Started with Zia Agents — Cloud FAQs · Checked 2026-11-05 Price basis: Conditional Starting package, not a per-technician rate. ServiceDesk Plus pricing · Checked 2026-11-05 Billing commitment: Documented Annual billing. ServiceDesk Plus pricing · Checked 2026-11-05 Asset records: Documented Hardware/software records in Professional and Enterprise. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Agent and requester licensing: Documented Two technicians in selected package; end users uncharged. ServiceDesk Plus pricing · Checked 2026-11-05 Asset and object allowances: Documented 250 IT assets in selected cloud package. ServiceDesk Plus pricing · Checked 2026-11-05 Supplier support: Conditional 24x5 phone/email excluding public holidays. ServiceDesk Plus cloud edition comparison · Checked 2026-11-05 Agent AI assistance: Conditional Reply/summary assistance documented; external OpenAI/Azure account billed separately if selected. ServiceDesk Plus cloud edition comparison · ServiceDesk Plus Cloud AI FAQs · Checked 2026-11-05 AI review and data controls: Conditional Zia agents: scoped tools/KB and configurable do/don’t rules; verify action approvals. Getting Started with Zia Agents — Cloud FAQs · Checked 2026-11-05 AI metering: Conditional ZKS: 30,000 credits/month (30 million tokens) plus 5,000 onboarding credits; BYOK billed externally. Getting Started with Zia Agents — Cloud FAQs · Checked 2026-11-05 Not verified for this offer Incident records Major-incident coordination Release control Workplace integration US tax treatment

Price the required additions, higher quantities, tax and setup separately.
Solution Assist rights conflict across official sources; confirm your edition. Zia agent use also depends on model billing and region.

ManageEngine ServiceDesk Plus Cloud product-wide documentation — not a plan entitlement

These product statements do not fill gaps in the package table above.

Intake channels: Documented
Enterprise: Email-to-ticket conversion.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Employee portal: Documented
Enterprise: Employee self-service portal.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Knowledge self-service: Documented
Enterprise: Knowledge approval and visibility.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Service targets: Documented
Enterprise: SLA policies.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Workflow automation: Documented
Enterprise: Business rules.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Work assignment: Documented
Enterprise: Round-robin/load-balanced assignment.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Identity integration: Documented
Enterprise: SAML authentication.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Audit evidence: Documented
Enterprise: Scheduled/audit reports.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
API access: Documented
Enterprise: API access.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Data portability: Documented
Enterprise: Data import/export.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Discovery and inventory: Documented
Enterprise: Asset discovery.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Configuration relationships: Documented
Enterprise: CMDB relationships.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Service catalogue: Documented
Enterprise: Service catalog.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Problem management: Documented
Enterprise: Problem management.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Change control: Documented
Enterprise: Change management.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Employee AI and actions: Conditional
Enterprise: Autonomous Zia agents; LLM consumption; US data center supported.
Getting Started with Zia Agents — Cloud FAQs · Checked 2026-11-05
Price basis: Conditional
Enterprise: Starting package, not a per-technician rate.
ServiceDesk Plus pricing · Checked 2026-11-05
Billing commitment: Documented
Enterprise: Annual billing.
ServiceDesk Plus pricing · Checked 2026-11-05
Asset records: Documented
Enterprise: Hardware/software records in Professional and Enterprise.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Agent and requester licensing: Documented
Enterprise: Two technicians in selected package; end users uncharged.
ServiceDesk Plus pricing · Checked 2026-11-05
Asset and object allowances: Documented
Enterprise: 250 IT assets in selected cloud package.
ServiceDesk Plus pricing · Checked 2026-11-05
Supplier support: Conditional
Enterprise: 24x5 phone/email excluding public holidays.
ServiceDesk Plus cloud edition comparison · Checked 2026-11-05
Agent AI assistance: Conditional
Enterprise: Reply/summary assistance documented; external OpenAI/Azure account billed separately if selected.
ServiceDesk Plus cloud edition comparison · ServiceDesk Plus Cloud AI FAQs · Checked 2026-11-05
AI metering: Conditional
Enterprise: ZKS: 30,000 credits/month (30 million tokens) plus 5,000 onboarding credits; BYOK billed externally.
Getting Started with Zia Agents — Cloud FAQs · Checked 2026-11-05
AI review and data controls: Conditional
Foundation-model training exclusion is supplier-stated; predictive models train per organization; chosen external-provider terms apply.
ServiceDesk Plus Cloud AI FAQs · Checked 2026-11-05

Still unverified

Incident records
Major-incident coordination
Release control
Workplace integration
US tax treatment

SolarWinds Service Desk: packages and boundaries

A team wants service catalogue, assets and change records with deeper automation and discovery in Advanced/Premier.

Check before buying: The public starting tariff covers technicians, while asset costs require a quote. Traditional Virtual Agent and generative incident assistance have different boundaries.

Editorial rating: pending. No /100 score has been assigned.

SolarWinds Service Desk — observed offers, 2026-11-05
Offer	Observed price and billing	Package facts and evidence
Advanced	USD 99 · technician/month · annual billing · Tax basis not verified · Starting annual technician rate. Asset/device charge quoted separately; minimum seats, tax and setup unknown. Service Desk pricing · Observed 2026-11-05	Incident records: Documented Incident handling. Service Desk pricing · Checked 2026-11-05 Knowledge self-service: Documented Knowledge base. Service Desk pricing · Checked 2026-11-05 Employee portal: Documented Employee portal. Service Desk pricing · Checked 2026-11-05 Asset records: Conditional Asset management; Asset tariff quoted separately. Service Desk pricing · Checked 2026-11-05 Service catalogue: Documented Service catalog. Service Desk pricing · Checked 2026-11-05 Change control: Documented Change management. Service Desk pricing · Checked 2026-11-05 Configuration relationships: Documented CMDB. Service Desk pricing · Checked 2026-11-05 Service targets: Documented SLA management. Service Desk pricing · Checked 2026-11-05 Identity integration: Documented Multifactor authentication. Service Desk pricing · Checked 2026-11-05 Workflow automation: Documented Automation runbooks. Service Desk pricing · Checked 2026-11-05 Discovery and inventory: Documented Network discovery. Service Desk pricing · Checked 2026-11-05 Audit evidence: Documented Audit history. Service Desk pricing · Checked 2026-11-05 Employee AI and actions: Documented Traditional-AI Virtual Agent. SolarWinds Virtual Agent · Checked 2026-11-05 API access: Documented API access. Service Desk pricing · Checked 2026-11-05 Agent AI assistance: Conditional AI resolution summaries; Named by pricing; generic GenAI documentation still says Premier. Service Desk pricing · SolarWinds AI: Generative AI · Checked 2026-11-05 Price basis: Conditional Starting technician tariff; assets separately quoted. Service Desk pricing · Checked 2026-11-05 Billing commitment: Documented Annual billing. Service Desk pricing · Checked 2026-11-05 Agent and requester licensing: Documented Requesters do not require technician licences. Service Desk pricing · Checked 2026-11-05 Not verified for this offer Intake channels Work assignment Problem management Major-incident coordination Release control Workplace integration Data portability Asset and object allowances US tax treatment Supplier support AI review and data controls AI metering
Premier	USD 124 · technician/month · annual billing · Tax basis not verified · Starting annual technician rate. Asset/device charge quoted separately; minimum seats, tax and setup unknown. Service Desk pricing · Observed 2026-11-05	Incident records: Documented Incident handling. Service Desk pricing · Checked 2026-11-05 Knowledge self-service: Documented Knowledge base. Service Desk pricing · Checked 2026-11-05 Employee portal: Documented Employee portal. Service Desk pricing · Checked 2026-11-05 Asset records: Conditional Asset management; Asset tariff quoted separately. Service Desk pricing · Checked 2026-11-05 Service catalogue: Documented Service catalog. Service Desk pricing · Checked 2026-11-05 Change control: Documented Change management. Service Desk pricing · Checked 2026-11-05 Configuration relationships: Documented CMDB. Service Desk pricing · Checked 2026-11-05 Service targets: Documented SLA management. Service Desk pricing · Checked 2026-11-05 Identity integration: Documented Multifactor authentication. Service Desk pricing · Checked 2026-11-05 Workflow automation: Documented Automation runbooks. Service Desk pricing · Checked 2026-11-05 Discovery and inventory: Documented Network discovery. Service Desk pricing · Checked 2026-11-05 Audit evidence: Documented Audit history. Service Desk pricing · Checked 2026-11-05 Employee AI and actions: Documented Traditional-AI Virtual Agent. SolarWinds Virtual Agent · Checked 2026-11-05 API access: Documented API access — up to 1,500 calls/user/minute. Service Desk pricing · Checked 2026-11-05 Price basis: Conditional Starting technician tariff; assets separately quoted. Service Desk pricing · Checked 2026-11-05 Billing commitment: Documented Annual billing. Service Desk pricing · Checked 2026-11-05 Agent and requester licensing: Documented Requesters do not require technician licences. Service Desk pricing · Checked 2026-11-05 Agent AI assistance: Conditional Generative incident summaries and draft responses; mobile app excluded. SolarWinds AI: Generative AI · Checked 2026-11-05 AI review and data controls: Conditional Administrator requests instance-level GenAI activation; further per-feature controls unverified. GenAI settings · Checked 2026-11-05 Not verified for this offer Intake channels Work assignment Problem management Major-incident coordination Release control Workplace integration Data portability Asset and object allowances US tax treatment Supplier support AI metering

Confirm device charges, minimum technicians and implementation scope.
Resolve the Advanced resolution-summary discrepancy; current documentation excludes GenAI from the mobile app.

SolarWinds Service Desk product-wide documentation — not a plan entitlement

These product statements do not fill gaps in the package table above.

Incident records: Documented
Premier: Incident handling.
Service Desk pricing · Checked 2026-11-05
Knowledge self-service: Documented
Premier: Knowledge base.
Service Desk pricing · Checked 2026-11-05
Employee portal: Documented
Premier: Employee portal.
Service Desk pricing · Checked 2026-11-05
Asset records: Conditional
Premier: Asset management; Asset tariff quoted separately.
Service Desk pricing · Checked 2026-11-05
Service catalogue: Documented
Premier: Service catalog.
Service Desk pricing · Checked 2026-11-05
Change control: Documented
Premier: Change management.
Service Desk pricing · Checked 2026-11-05
Configuration relationships: Documented
Premier: CMDB.
Service Desk pricing · Checked 2026-11-05
Service targets: Documented
Premier: SLA management.
Service Desk pricing · Checked 2026-11-05
Identity integration: Documented
Premier: Multifactor authentication.
Service Desk pricing · Checked 2026-11-05
Workflow automation: Documented
Premier: Automation runbooks.
Service Desk pricing · Checked 2026-11-05
Discovery and inventory: Documented
Premier: Network discovery.
Service Desk pricing · Checked 2026-11-05
Audit evidence: Documented
Premier: Audit history.
Service Desk pricing · Checked 2026-11-05
Employee AI and actions: Documented
Premier: Traditional-AI Virtual Agent.
SolarWinds Virtual Agent · Checked 2026-11-05
API access: Documented
Premier: API access — up to 1,500 calls/user/minute.
Service Desk pricing · Checked 2026-11-05
Price basis: Conditional
Premier: Starting technician tariff; assets separately quoted.
Service Desk pricing · Checked 2026-11-05
Billing commitment: Documented
Premier: Annual billing.
Service Desk pricing · Checked 2026-11-05
Agent and requester licensing: Documented
Premier: Requesters do not require technician licences.
Service Desk pricing · Checked 2026-11-05
Agent AI assistance: Conditional
Premier: Generative incident summaries and draft responses; mobile app excluded.
SolarWinds AI: Generative AI · Checked 2026-11-05
AI review and data controls: Conditional
Premier: Administrator requests instance-level GenAI activation; further per-feature controls unverified.
GenAI settings · Checked 2026-11-05

Still unverified

Intake channels
Work assignment
Problem management
Major-incident coordination
Release control
Workplace integration
Data portability
Asset and object allowances
US tax treatment
Supplier support
AI metering

An ITSM buying guide built around one employee journey

Count paid agents, occasional agents, employees, assets/configuration objects, automation steps and AI usage separately. No all-in price winner is declared. ManageEngine cloud package prices must not be replaced with its cheaper on-premises table; a progressive seat-calculator display must not become a fixed team price.

Use an employee laptop or VPN request as a common demonstration: submit it, find the relevant article, route it, apply an SLA, link the asset and approve a change. This proposed scenario has not been executed by System Compare.
Distinguish incident handling, root-cause problem management and approved change. A portal with ticket routing does not prove that every ITIL-style workflow is included in the entry plan.
Obtain the exact paid-agent and asset quantities, including inactive devices, discovered software and configuration objects. Check how seasonal staffing or the maximum seat count in a billing cycle affects cost.
Pilot identity, knowledge permissions, import/export and a rollback plan. A broad integration list does not prove that historical attachments, audit data and article access rules transfer correctly.
Choose AI based on a documented task, its permitted actions and review process. Require a human escalation path and test it with restricted knowledge before broad rollout.

Before you migrate

Map ticket states, categories, priorities, SLAs and approval owners before import.
Keep the original request/asset exports and reconcile attachments, timestamps, identities and access rights in a limited pilot.
Separate vendor subscription support from partner configuration, device discovery, training and migration work in the contract.

How to evaluate AI claims

Copilot assistance, employee virtual agents and autonomous tools are not interchangeable. Freshservice Classic sessions and Agent Studio are separate scopes. Atlassian Rovo credits differ from JSM assisted conversations and external customer-service resolutions. ManageEngine has a published conflict about Solution Assist in lower editions. SolarWinds Advanced resolution-summary pricing is broader than its generic Premier-only GenAI documentation. Those unresolved rights are not silently treated as included.

What we checked — and what we did not

System Compare compared dated public product pages, package descriptions and pricing documentation. This page was prepared with AI assistance from that evidence. No supplier account, endpoint deployment, recovery exercise, accessibility scanner or live consent configuration was tested. Supplier documentation is not independent performance evidence.

Human editorial sign-off and a final rating are not recorded. Unknown means the evidence does not settle the answer; it does not mean the feature is absent. Product-wide capabilities must not be assumed to be included in every offer.

Prices are observations, not quotations. Confirm currency, tax, usage units, renewal, setup charges and exact contract scope before purchase. No lowest-cost winner is declared across unlike workloads.

How our scoring works · Commercial transparency · Send a correction · Supplier applications

Dated primary sources

Freshservice IT teams pricingChecked 2026-11-05 · Live annual prices and explicit tier cards; four-column core table. Hidden accordion content was not assumed.
Freshworks Pricing Plan ListChecked 2026-11-05 · Vendor document dated June 13, 2025; establishes USD and historical monthly rates, not a fresh monthly tariff.
Ticket Field Suggester configurationChecked 2026-11-05 · Modified November 3, 2026; use this updated article rather than older universal 1,500-ticket prerequisites.
Connect knowledge sources to AI AgentChecked 2026-11-05 · Agent Studio documentation; do not automatically attribute every Studio capability to included Classic sessions.
Service Collection pricingChecked 2026-11-05 · Official JSM pricing URL redirects here; current bundle scope, not a standalone JSM tariff.
Service Collection licensingChecked 2026-11-05 · US product or named-plan documentation; see decision scope
How Rovo credits workChecked 2026-11-05 · Extra-usage billing takes effect December 3, 2026; future on observation date.
Use AI answers in the virtual service agentChecked 2026-11-05 · US product or named-plan documentation; see decision scope
ServiceDesk Plus cloud edition comparisonChecked 2026-11-05 · Text table explicitly maps Yes, NA and Add-on to three named cloud editions.
Getting Started with Zia Agents — Cloud FAQsChecked 2026-11-05 · US product or named-plan documentation; see decision scope
ServiceDesk Plus pricingChecked 2026-11-05 · Use explicitly labelled Cloud Deployment paragraph; initial table is On-Premises. Page says current September 2026.
ServiceDesk Plus Cloud AI FAQsChecked 2026-11-05 · Contains a Solution Assist entitlement conflict with edition comparison; retain unresolved scope.
Service Desk pricingChecked 2026-11-05 · Live page lists 39/99/124; use these instead of older 39/79/99 amounts in other pages.
SolarWinds Virtual AgentChecked 2026-11-05 · US product or named-plan documentation; see decision scope
SolarWinds AI: Generative AIChecked 2026-11-05 · Says Premier; pricing now also names resolution summaries on Advanced. Preserve this scope discrepancy.
GenAI settingsChecked 2026-11-05 · US product or named-plan documentation; see decision scope