The Best ITSM Integration Tools For Connecting Disparate Systems in 2025

IT Service Management (ITSM) refers to the set of practices that an organization uses to manage IT services. This involves improving everything that has to do with service delivery to improve the quality and make customers happier. 

But here is the problem: as organizations use multiple software tools to manage IT operations, integrating them with CRMs, ERPs, or cloud services becomes a challenge. 

This often leads to the formation of data silos, workflow inefficiencies, manual work, and miscommunication. 

When you have ITSM integration tools, your team can streamline operations, automate workflows, and get essential data to flow seamlessly between systems.

You just need to find the right tool for the job. So this guide will go through the best ITSM integration tools. We’ll cover each tool’s key features, pricing, pros and cons, and best use cases to help you find the right one for your organization’s needs.

Key Features in ITSM Integration Tools

1. Real-time data synchronization to ensure that ITSM systems and teams get updates promptly.
2. Workflow automation and triggers to reduce human error and increase the efficiency of repetitive tasks like ticket creation and incident management.
3. Bi-directional data flow to ensure that changes in one system are reflected across all integrated platforms.
4. AI Assistance to improve flexibility and scalability by ironing out tedious tasks such as scripting and field mapping.
5. Security and compliance features like encryption and compliance with industry regulations (GDPR, HIPAA, etc.) to ensure data protection.
6. No-code/low-code integration builder to allow non-technical users to design and manage integrations using simple interfaces.
7. Reporting dashboard to keep an eye on all active and inactive connections within a specific period.
8. Alerts and notifications to let the other system administrators know when an important update comes in.
9. Multi-platform integration to connect with ITSM systems (ServiceNow, Freshservice, Jira, Zendesk) and CRMs (Salesforce).

The Best ITSM Integration Tools For Businesses

1. SnapLogic

SnapLogic is an integration platform that automates ITSM workflows by connecting applications, data, and APIs at scale. Its no-code/low-code interface streamlines incident management, service request automation, and data synchronization across systems like Jira, ServiceNow, Salesforce, and Slack.

SnapLogic Pricing

SnapLogic uses a subscription-based pricing model. The pricing starts at $0 and continues to grow depending on the scale and scope of the integration. To get actual figures for your specific use case, contact sales.

SnapLogic Key Features:

• SnapLogic AutoSync – for automatic data ingestion from SaaS applications into cloud data warehouses.
• No-code/low-code iPaaS and 1,000+ pre-built connectors (Snaps).
• API management – for the creation, management, and security of APIs.
• SnapGPT – a generative AI co-pilot that uses natural language to convert business intent into workflows.
• AutoPrep – for normalizing, cleansing, and preparing data quickly for transformation.
• AutoSuggest – a recommendation engine to speed up data pipeline creation.
• AgentCreator AI – for the creation of AI agents to handle workflows, make real-time decisions, and integrate with systems.

SnapLogic Pros:

• Scalable platform
• An intuitive drag-and-drop interface.
• A wide range of pre-built connectors.
• Real-time data processing for timely decision-making and operational efficiency. 
• Low-code environment for users with minimal programming knowledge. 

SnapLogic Cons:

• Performance issues, particularly under high data volumes
• Steep learning curve. 
• Limited support for legacy systems.
• Subpar user interface
• Complex pricing structure.

Best Use Cases for SnapLogic

• Automate incident creation and assignment across systems like Jira and ServiceNow.
• Integrate and automate service request handling with CRM and ERP tools.
• Streamline HR workflows by integrating ITSM systems with HR applications during the employee onboarding process.
• Automate finance workflows to optimize invoicing and approvals.
• Fast-track the quote-to-cash process for sales and finance teams.

2. Exalate

Exalate is an ITSM integration solution that specializes in bidirectional synchronization between ITSM systems like Freshservice, ServiceNow, Freshdesk, Service Desk Plus, Jira Service Management, and Zendesk. It is highly flexible, offering a scripting engine for customizing your sync and mappings for complex integrations.

Exalate Pricing:

Exalate has a Professional and an Enterprise plan. The cost of the integration depends on the ITSM platforms you want to connect, starting from $389/month. To get a full quote, visit the pricing page.

Exalate Key Features:

• Real-time one-way or two-way integration
• Script mode & Visual mode [BETA]
• AI features – AI Assist for scripting and Aida, the documentation assistant.
• Bulk operations (Bulk Exalate, Bulk Connect, Bulk Unexalate)
• Rich text formatting & hierarchy
• Advanced comment and custom field handling
• Reporting dashboard and error handling console.
• Sync Queue with automatic retries.
• SyncRoom for visual syncing.

Exalate Pros:

• Groovy-based scripting engine for limitless customization. 
• AI-powered assistant (AI Assist) that converts complex user prompts into custom code snippets for complex integrations.
• Smooth connectivity between disparate systems, reducing manual data entry and minimizing errors.
• Real-time synchronization, ensuring up-to-date data across all integrated platforms.
• Supports a wide range of ITSM systems like ServiceNow, Zendesk, Freshservice, Freshdesk, Service Desk Plus, and Jira Service Management.

Exalate Cons:

• The initial setup can be time-consuming, especially for complex workflows.
• Limited out-of-the-box connectors for some niche applications.

Best Use Cases for Exalate:

• Sync customer support workflows across multiple ITSM systems, ensuring consistent and efficient service across platforms.
• Enable automatic synchronization of incidents and service requests between ITSM systems like Freshservice and ServiceNow for faster issue resolution.
• Streamline internal request and service management for seamless internal operations.
• Integrate systems used by MSPs with the platforms used by their clients and suppliers.
• Automate workflow synchronization between IT and development teams using JSM and Azure DevOps.
• Integrates reporting tools to provide real-time visibility and detailed insights into service management performance.
• Ensures seamless incident management by automating ticket creation, updates, and escalation.
• Facilitates outsourced IT service management by integrating external service providers with internal ITSM systems, improving collaboration and service delivery.

3. Microsoft Power Automate

Power Automate enables non-technical users to automate workflows and integrate ITSM systems with other applications using a simple, no-code interface. 

As a Microsoft-owned solution, Power Automate integrates seamlessly with Microsoft tools as well as third-party applications.

Power Automate Pricing:

• Free Trial – free for 30 days, includes UI-based cloud flows and standard connectors.
• Power Automate Premium – $15.00 per user/month, paid yearly.
• Power Automate Process – $150.00 per bot/month, paid yearly.
• Power Automate Hosted Process – $215.00 per bot/month, paid yearly.
• Power Automate Process Mining add-on – $5,000.00 per tenant/month, paid yearly.
• AI Builder Capacity Add-on T1 – $500.00 per unit/month, paid yearly.

Power Automate Key Features:

• Reporting dashboard with real-time insights
• Managed Environments – to prevent data loss and to keep your data secure.
• 1,000+ API connectors and a custom API connector.
• Copilot in Power Automate for desktop to accelerate development.
• Hosted RPA – to manage peaks and optimize resources with hosted infrastructure

Power Automate Pros:

• Seamless integration with the Microsoft 365 ecosystem (Outlook, SharePoint, and Teams). 
• Low-code, drag-and-drop interface. 
• Pre-built connectors for integration with third-party applications. 
• Cloud-based and desktop automation for diverse automation needs. 
• AI capabilities, such as AI Builder and Copilot.

Power Automate Cons:

• Advanced workflows may require knowledge of expressions or PowerShell. 
• Latency or errors in complex flows, especially when handling high volumes of data. 
• Error messages can be ambiguous, complicating troubleshooting efforts. 
• Expensive for organizations with complex automation needs. 
• Optimized for the Microsoft ecosystem, which makes it a liability for teams with a diverse toolset.

Best Use Cases for Power Automate:

• Create incident tickets in ITSM systems based on user inputs from Microsoft Teams or Outlook.
• Categorize incoming support tickets or change requests, automatically creating tickets in ITSM systems.
• Automatically share ticket information and updates across platforms.
• Trigger workflows based on KPI thresholds, such as automatically escalating tickets.
• Automate procurement requests, approvals, and purchase orders within ITSM systems integrated with SAP.

4. Zapier

Zapier is an automation platform that connects ITSM systems like Jira, ServiceNow, and Zendesk with over 8,000 apps. It enables seamless workflows by automating ticket creation, approval processes, and updates, reducing manual tasks, enhancing collaboration, and improving efficiency across IT operations without requiring coding expertise.

Zapier Pricing:

You can start using Zapier for free.

Here is a detailed annual Zapier pricing table for Zaps, Tables, Chatbots, and interfaces.

Zapier Key Features:

• Pre-Built Integrations – access over 8,000 apps, including Gmail, Slack, and Salesforce.
• Multi-Step Zaps – create complex workflows with multiple steps to automate a sequence of tasks across different apps.
• Conditional Logic – use filters and paths to add conditions that control when and how automations are triggered.
• Drag-and-Drop Interface – no-code interface to build automations using a visual editor.
• Customizable Templates – create custom integrations tailored to your specific needs.
• Integrations with Webhooks – Use webhooks to connect apps that don’t have native Zapier integrations.
• Task History and Logs – Track the execution of tasks, monitor automation history, and troubleshoot any errors in workflows.

Zapier Pros:

• Intuitive, no-code interface. 
• 8,000+ application integrations
• AI-powered features supported by Copilot and Model Context Protocol (MCP).
• Great task automation with fewer repetitive tasks and workflows. 
• Various pricing tiers, including a free plan.

Zapier Cons:

• Expensive pricing for small businesses
• Limited advanced features for complex workflows. 
• Steep learning curve
• Occasional glitches or errors in automation.
• Challenges with accessing timely customer support.

Best Use Cases for Zapier:

• Provide sales reps with customer context to speed up ticket resolution. Ensure smooth transitions from sales to support by integrating marketing tools.
• Sync marketing data with support teams for up-to-date customer insights for personalized responses.
• Automate ticket updates and escalations in ITSM systems to ensure quicker resolution times and improved service levels.
• Enable seamless handoffs between departments by automating workflows across the company.

5. MuleSoft Anypoint Platform

MuleSoft Anypoint Platform is a Salesforce umbrella product that enables seamless integration with enterprise applications. Its scalable architecture enhances operational efficiency and ensures secure, reliable integrations for improving incident and service request management.

MuleSoft Anypoint Platform Pricing:

You get a 30-day trial, after which you’d need to request a quote from the Mulesoft sales team.

The packages include:

• MuleSoft Integration Starter
• MuleSoft Integration Advanced
• MuleSoft API Management Solution

MuleSoft Anypoint Platform Key Features:

• Anypoint Monitoring – real-time monitoring with customizable dashboards and alerts.
• Anypoint Code Builder – a cloud-native IDE for building APIs and integrations.
• Anypoint Connectors – pre-built and custom connectors for integrating SaaS and cloud platforms.
• Anypoint Exchange – a marketplace for discovering, sharing, and reusing APIs, templates, and connectors.
• Anypoint Studio – an IDE for building and debugging integrations and APIs.
• Anypoint API Manager – secures and manages APIs with policies and access controls.

MuleSoft Anypoint Platform Pros:

• Seamless integration with cloud, on-premises, and legacy applications.
• Comprehensive tool library to design, deploy, and manage APIs in a single environment.
• Strong security protocols, including edge security and automatic hardening.
• Highly scalable and accommodating of growing enterprise data and integration needs.
• Pre-built connectors for numerous applications and services.

MuleSoft Anypoint Platform Cons:

• Expensive, particularly for SMBs.
• Complex and challenging to learn.
• Resource-heavy IDE
• Struggles with legacy systems.
• Complex pricing structure with escalating costs

Best Use Cases for MuleSoft Anypoint Platform:

• For large enterprises with complex IT environments needing API-led integration for ITSM systems.
• Works for experienced developers capable of building and managing complex API integrations.
• For sales teams looking to automate the creation of Jira tasks from Salesforce cases while keeping account information updated.

6. Dell Boomi

Dell Boomi offers robust integration capabilities with a focus on scalability and complex workflows. While it’s more expensive than other alternatives, it excels in handling large-scale enterprise integrations. However, its cost can be a barrier for smaller businesses looking for ITSM automation at an affordable price.

Boomi Pricing:

Pricing is available on request and typically depends on the complexity of the integration.

Boomi Key Features:

• Boomi AgentStudio – Design, govern, and orchestrate AI agents for automation.
• AI Agents – Deploy AI agents to automate tasks and processes rapidly.
• DataHub – Establish a foundation for trusted unified data across systems.
• Flow – Build user experiences with a low-code platform for seamless automation.
• Event Streams – Create real-time event-driven integrations for dynamic data exchange.
• B2B and EDI Management – Automate business data exchange and optimize B2B integrations.
• Managed File Transfer – Secure and simplify file transfers across your enterprise.

Boomi Pros:

• User-friendly interface.
• Pre-built connectors.
• Supports enterprise-level operations.
• Extensive library of connectors
• Less downtime thanks to its cloud-based architecture.

Boomi Cons:

• Often requires third-party solutions to implement complex scenarios fully.
• Too expensive for smaller organizations or those with limited budgets.
• Lacking documentation and support resources.
• Slow processing speed for large volumes of data or complex workflows.
• Steep learning curve when trying to master its more advanced features.

Best Use Cases for Boomi:

• Integrate change management workflows across ITSM systems, CRMs, and project management tools to ensure smooth execution and compliance.
• Integrate ITSM systems with analytics platforms to generate real-time insights and performance reports on incident resolution times and ticket volumes.
• Connect IT infrastructure systems to streamline system monitoring, incident tracking, and maintenance workflows.
• Streamline employee service requests by connecting HR and IT to automate onboarding access requests and internal support.

7. Workato

Workato has a user-friendly, no-code interface that simplifies the integration of ITSM tools for non-technical users. It offers automation features for service request handling and incident management, but at a higher cost. 

For large businesses needing extensive ITSM automation, its pricing may be justified, though smaller teams may find it expensive.

Workato Pricing:

The main pricing plans for Workato include:

• Standard
• Business
• Enterprise
• Workato One

You can purchase certain additional features individually, depending on your contract and plan. The full quote for your use case is available by contacting their sales team.

Workato Key Features:

• Enterprise iPaaS – a scalable integration platform that connects enterprise applications.
• Embedded Integrations – allows embedding integrations within existing software and platforms for a more connected user experience.
• Agentic – enables intelligent automation through AI-driven agents that perform complex tasks autonomously within business processes.
• Workflow Bots – Automate repetitive tasks and workflows with bots to reduce manual work.
• Data Hub / MDM – Centralizes and manages data from multiple sources to ensure consistent, accurate, and reliable information.
• BPM Services – Provides business process management services to design, automate, and optimize workflows across business functions.

Workato Pros:

• Drag-and-drop interface that simplifies automation setup.
• Wide range of applications supported, including Salesforce, Google, and Microsoft 365.
• AI-driven automation tools to enhance workflow efficiency.
• Pre-built automation Recipes for faster deployment.
• Real-time synchronization ensures consistent data flow across applications.

Workato Cons

• Expensive for smaller teams or businesses.
• Steep learning curve for advanced features.
• Cluttered user interface due to the sheer number of features.
• Not the best option for beginners with no tech experience.
• Performance dips with complex workflows or high volumes of data.

Best Use Cases for Workato:

• Automatically sync Zendesk tickets to Salesforce for better customer insights and improved service delivery.
• Create Salesforce tasks and Snowflake rows based on new lead activity in Marketo for improved sales follow-up.
• Automatically sync new hire information from Greenhouse to SAP to streamline HR onboarding processes.
• Automatically create or update Jira work items based on new incidents detected in PagerDuty to ensure timely resolution.

8. TIBCO Cloud Integration

TIBCO Cloud Integration is an integration platform that connects ITSM systems like Jira with enterprise applications. The solution offers a wide range of technology and deployment options to meet the needs of complex architectures and stringent business regulations.

TIBCO Pricing

TIBCO’s pricing is customized based on the integration requirements and business size.

The available options include: 

• Basic
• Premium
• Hybrid

To learn more about their pricing plan, go to the TIBCO documentation page.

TIBCO Key Features:

• Flows – Visual workflows that connect applications and automate processes.
• Endpoints – Interfaces that define how different systems or applications connect.
• Business Monitoring – Real-time tracking of business processes and integration performance.
• Environment Control – Management tools to define, configure, and deploy integration environments.
• Logs – Detailed records of system activity, errors, and transactions for easier troubleshooting and performance analysis.
• History – A log of past events and actions for tracking changes, analyzing trends, and ensuring compliance.

TIBCO Pros:

• Simple and user-friendly initial setup.
• Capable of handling significant data volumes and extending the IT infrastructure.
• Robust performance even under heavy workloads.
• Cloud-based and on-premises deployment options.
• Analytics tools that provide insights into the performance of your integrations.

TIBCO Cons:

• Certain connectors, like the SharePoint connector, require additional configuration to function correctly.
• UI glitches, such as white modal screens, occur during use.
• Difficult to integrate with non-standard applications or legacy systems.
• Steep learning curve for new users.
• Expensive pricing for SMEs and startups.

Best Use Cases for TIBCO: 

• Modernize ITSM workflows by embedding event-driven integrations in cloud-native applications to improve responsiveness.
• Integrate on-premise and cloud-based ITSM systems using TIBCO’s hybrid integration patterns.
• Unify incident management by integrating ITSM tools with internal systems using pre-built connectors.
• Implement real-time service desk integration to improve coordination between IT and support teams.
• Use event-driven integration flows to escalate incidents and automate updates on asset status.

9. Make (formerly Integromat)

Make (formerly Integromat) is a cloud-based automation platform that allows users to connect apps and automate workflows without writing code. It offers a visual editor where users can create complex workflows by linking different services and applications, allowing data to move seamlessly between them. 

With Make, users can automate repetitive tasks, streamline business processes, and enhance operational efficiency across various systems, from CRM and marketing tools to ITSM platforms. 

Make Pricing:

You can start using Make for free.

Here is a detailed annual Make pricing table (for 10k credits).

Make Key Features:

• Visual Editor: The easy-to-use drag-and-drop interface allows users to create automations.
• Multi-step Automation: Users can design complex workflows by linking multiple apps and processes together.
• Error Handling: The platform offers clear visibility into workflow executions, making it easier to identify and fix errors.
• Scenarios: Users can create, manage, and run automation scenarios to execute specific tasks across different platforms.
• Templates: Make offers pre-built templates to speed up automation setup and provide quick solutions for common workflows.
• Teams: Multiple team members can work together on building and managing automations.
• Variables: Variables enable dynamic handling of data and conditions, giving users more control and flexibility in their workflows.

Make also connects to 1,500+ popular apps like Slack, Shopify, and Salesforce.

Make Pros:

• Drag-and-drop visual editor.
• Broad library of app connectors
• Affordable pricing plans for individuals and smaller businesses.
• Visual workflow builder and real-time data synchronization.

Make Cons:

• Advanced features are challenging to learn and use.
• Frequent performance issues when processing high task loads.
• Lacks advanced capabilities for enterprise-level integrations (scripting is absent).
• Debugging complex workflows or troubleshooting errors is a headache.

Best Use Cases for Make:

• Integrate order management systems to streamline order processing and speed up order fulfillment.
• Automate lead qualification and routing to ensure faster responses and better customer service.
• Automatically create web pages for new service agents or clients.
• Automate customer onboarding workflows by gathering data and linking to relevant sources.

10. Jitterbit

Jitterbit excels at fast and seamless ITSM integrations with an extensive library of pre-built connectors. It’s cost-effective compared to some competitors, providing a good balance between affordability and robust integration capabilities. 

Jitterbit provides API management and integration services for businesses in need of secure, reliable, and flexible integrations.

Jitterbit Pricing:

The cost of Jitterbit is customized based on the needs of the organization, with options available for small businesses to enterprises.

• IPaaS: Standard, Professional, Enterprise.
• App Builder: Standard, Professional, Enterprise, Enterprise Plus.

Jitterbit Key Features:

• Harmony Platform: The unified AI and low-code automation platform.
• Jitterbit iPaaS: A cloud-based integration platform that simplifies connecting apps, data, and devices across various environments.
• Jitterbit EDI: Automates the exchange of business documents such as purchase orders and invoices.
• Management Console: A central hub for managing integrations, monitoring performance, and tracking system health.

Jitterbit Pros:

• Highly versatile for data loading, extraction, and mapping.
• Pre-built connectors simplify the integration process.
• Responsive customer support.
• Real-time data sync for seamless business operations.
• Cloud-based and on-premises deployment options for different infrastructure needs.

Jitterbit Cons:

• High pricing
• Requires technical expertise for setup
• Weak debugging and error handling capabilities.
• Lengthy configuration process.
• Performance lags when handling large datasets.

Best Use Cases for Jitterbit:

• Automate EDI data transfers to ERP systems to streamline IT service management workflows related to order processing and supplier communications.
• Integrate expense management tools to automate reimbursements and improve employee productivity.
• Integrate lead management systems with ITSM tools to track and manage customer inquiries or service requests seamlessly across platforms.
• Automate order management processes from receiving purchase orders to payment realization.
• Improve transparency and efficiency in purchasing workflows by connecting inventory management systems with ITSM platforms.

Conclusion

Selecting the right ITSM integration tool is crucial for streamlining operations, enhancing collaboration, and ensuring seamless communication across various platforms. The tools listed here cover a wide range of features and pricing models, ensuring that there is a solution for businesses of all sizes and needs.

• Exalate connects ITSM systems like Jira and ServiceNow, enabling seamless ticket synchronization and cross-platform communication.
• Dell Boomi connects applications, data, and devices, enabling seamless integration across the enterprise.
• Workato allows users to integrate applications, automate workflows, and manage business processes with ease.
• TIBCO Cloud Integration helps organizations connect cloud and on-premise applications and data.
• Make (formerly Integromat) connects apps and automates workflows, allowing users to integrate systems without coding.
• Jitterbit connects applications, APIs, and data for faster workflows and smarter automation.
• SnapLogic automates data and application workflows, connecting cloud and on-premises systems with AI-powered tools.
• Microsoft Power Automate integrates Microsoft applications and services, enabling automation of repetitive tasks without coding.
• MuleSoft Anypoint Platform connects APIs, data, and devices to streamline business operations and ensure faster delivery of services.
• Zapier connects over 8,000 apps, allowing users to automate tasks and workflows between systems without any coding.

Ready to find out how Exalate can resolve your ITSM integration use case? Book a discovery call with our integration experts.

Recommended Reading:

• ITSM Integration: Simplify Your IT Services 
• An Overview of Integrated Service Management (ISM) 
• ServiceNow Integrations: Sync ServiceNow & Other Tools 
• How Integration Service Providers Can Help Simplify Data Integration 
• Keeping Customers and Partners Satisfied with Jira Service Management Salesforce Integration