ITSM
5 Best ITSM Platforms for DevOps Teams in 2026
A new engineer joins your team. They need AWS access, GitHub permissions, a laptop, and six other things before they can write a line of code. Three days later, they're still waiting on approvals scattered across Slack, email, and whoever happens to be online.
Traditional ITSM platforms weren't built for DevOps speed. They route everything through the same slow queues, require portal logins that developers won't use, and treat a laptop request the same as a production incident. The result: internal operations become the bottleneck in organizations that otherwise ship code multiple times a day.
This guide covers five ITSM platforms that actually work for DevOps teams—from lightweight, chat-native tools to enterprise platforms.
What Do DevOps Teams Need from an ITSM Platform?
DevOps teams ship code multiple times a day. But when a developer needs AWS access, a new license, or a laptop replacement, they're stuck waiting on internal processes that move at a completely different speed.
That's where ITSM comes in. A good ITSM platform automates the internal requests that block developer productivity: access provisioning, equipment requests, software licenses, and onboarding workflows. When a new engineer joins, ITSM handles the coordination across IT, HR, and Finance so they're not chasing approvals through Slack for three days.
For DevOps specifically, look for:
- Chat-native workflows. Developers live in Slack and Teams. Forcing them into a portal kills adoption.
- API-first architecture. If you can't automate it, it doesn't scale.
- Fast change approvals. Traditional ITSM makes every change a three-week committee decision. DevOps needs lightweight approvals that don't bottleneck deployments.
- Cross-system integrations. Access provisioning touches Okta, AWS, GitHub, and a dozen other systems. Manual handoffs defeat the purpose.
Top ITSM Platforms: Quick Comparison
The 5 Best ITSM Platforms for DevOps Teams in 2026
1. Siit
Siit brings ITSM into Slack and Teams where developers already work. No portal logins, no context switching—just natural language requests that trigger automated workflows across IT, HR, and Finance.
Key Features:
- Native Slack and Microsoft Teams integration with full ticket lifecycle
- AI-powered triage that auto-categorizes and routes requests
- No-code workflow builder connecting Okta, Jamf, HRIS, and 50+ systems
- Cross-departmental orchestration for access provisioning and onboarding
- REST API with webhook support for custom integrations
Pricing: Admin-only pricing (unlimited requestors included). Essentials starts at $23/month, Standard at $45/month.
Best For: DevOps organizations where developers live in Slack or Teams and need fast access provisioning, equipment requests, and onboarding without portal friction.
2. Freshservice
Freshservice is a cloud-native ITSM platform focused on ease of use and quick deployment. The interface is designed to require minimal training, though automation capabilities are more limited than enterprise alternatives.
Key Features:
- Clean interface with a low learning curve
- AI-powered chatbots for self-service
- Incident, asset, and change management
- Native connectors for common DevOps tools
- Slack and Microsoft Teams integration
Pricing: Starting at $19/agent/month (Starter), with higher tiers for advanced automation.
Best For: Growing teams that prioritize quick implementation and predictable pricing over deep customization or complex workflow automation.
3. BMC Helix ITSM
BMC Helix is an enterprise ITSM platform with AI and machine learning capabilities for incident prediction and automated remediation. Implementation requires significant configuration investment and typically suits organizations with dedicated ITSM administrators.
Key Features:
- Predictive incident detection
- AI-powered remediation workflows
- REST APIs and pre-built connectors for DevOps toolchains
- Automated change management and deployment tracking
- Enterprise-scale workflow automation
Pricing: Custom enterprise pricing based on modules and organizational requirements.
Best For: Large enterprises with dedicated ITSM teams and a budget for complex implementation.
4. Jira Service Management
Jira Service Management connects ITSM to Atlassian's development ecosystem. Works best for teams already using Jira—less compelling if you're not in the Atlassian stack.
Key Features:
- Native integration with Jira, Confluence, and Bitbucket
- Unified view of incidents, changes, and development work
- Workflow automation tied to code deployments
- Built-in asset and configuration management
- Opsgenie integration for on-call management
Pricing: Starting at $47/agent/month (Premium), with Enterprise pricing for advanced customization.
Best For: Teams already invested in Atlassian tools who want ITSM in the same interface. Less suited for organizations using other project management platforms.
5. ServiceNow ITSM
ServiceNow is an enterprise ITSM platform built for large organizations with complex requirements. The platform offers extensive customization but requires significant implementation effort, dedicated administrators, and an enterprise-level budget.
Key Features:
- Incident, problem, and change management
- Extensive workflow customization
- Integration marketplace with CI/CD tools (Jenkins, GitHub, GitLab)
- AI-powered virtual agents
- Advanced reporting and analytics
Pricing: Custom pricing based on organizational size and modules. Typically requires enterprise-level investment and long implementation timelines.
Best For: Large enterprises with dedicated ITSM teams, significant budget, and complex multi-department requirements. Overkill for most mid-market organizations.
How to Choose the Right ITSM Platform for Your DevOps Team
Start with what's actually slowing your developers down.
- Identify your biggest bottleneck. If developers wait days for access provisioning, you need fast automated workflows. If change approvals block deployments, you need lightweight approval routing. If nobody can find the right request form, you need chat-native intake. The platform that solves your specific bottleneck matters more than the one with the most features.
- Check where your team already works. Developers who live in Slack won't adopt a portal. Teams deep in Atlassian need Jira Service Management. Forcing a new interface creates friction that defeats the purpose of ITSM.
- Test the integrations that matter. Access provisioning touches Okta, AWS, GitHub, and your HRIS. If the ITSM can't connect to those systems natively, you're building manual handoffs back into the process. Ask for a demo with your actual stack.
- Understand the pricing model. Per-agent pricing hurts when hundreds of developers submit requests, but only a few people handle them. Admin-only pricing (like Siit's) scales better for DevOps organizations.
- Match complexity to your team size. A 50-person startup doesn't need ServiceNow. A 5,000-person enterprise can't run on a lightweight tool. Enterprise platforms require dedicated admins and months of configuration—budget accordingly.
Why Siit Works for DevOps Teams
DevOps teams ship fast. Internal requests shouldn't slow them down.
Siit meets developers where they already work—Slack and Teams—so requesting access, equipment, or approvals takes seconds instead of portal hunts. The AI understands natural language requests and routes them automatically across IT, HR, and Finance.
When a new engineer joins, Siit orchestrates the entire onboarding workflow: Okta access, GitHub permissions, laptop provisioning, and HRIS updates all trigger from a single request. No chasing approvals through email. No waiting on three departments to coordinate manually.
The pricing model fits DevOps organizations: you pay for admins, not requestors. A team of 200 developers with 3 IT admins costs the same as a team of 50 developers with 3 IT admins.
Siit's automated workflows keep DevOps teams focused on shipping code. Get a demo.
