Best workflow automation software for IT operations

IT teams don’t receive applause when everything works, but the moment something goes wrong, they’re the first ones to hear about it. Often, it’s not a lack of skill, but the drag of manual, repetitive tasks that slows them down. This is where workflow automation steps in.

The right automation tool streamlines ticket routing, change approvals, and system alerts, transforming disorder into organization. It helps your team focus on real problems, not busywork.

Let’s explore the top workflow automation software for 2025, key features to look for, and how to choose a platform that fits your IT operations, whether you’re scaling up or just getting started.

What is workflow automation software?

Workflow automation software is a system that automates repetitive, rule-based tasks and processes, such as IT service requests, incident management, and software deployment, to improve efficiency and reduce human error. Think of it as a workflow automation platform that connects your IT tools, listens for specific actions (like a new ticket), and then gets to work automatically.

What it does

• Cuts down repetitive tasks

• Speeds up service delivery

• Reduces human error

• Improves accountability and tracking

Workflow automation is especially powerful in IT operations, where even a simple delay can affect business continuity.

Common use-cases

• Auto-routing support tickets to the right team

• Approving access requests without back-and-forth emails

• Notifying teams of system outages in real time

• Syncing data between apps without manual input

In short, IT workflow automation enables your team to accomplish more with less effort and in less time.

How workflow automation works in IT environments

Let’s walk through one of the most common use cases: automated ticket routing.

Here’s how a workflow automation system handles it:

With smart rules in place, there is no manual triage or delays. This is why many IT leaders are turning to top workflow automation software to reduce downtime, lower workloads, and increase user satisfaction. Given this industry change, the workflow automation market is expected to reach USD 37.45 billion by 2030 from USD 23.77 billion in 2025.

Top IT workflow automation software in 2025

Looking for the right tool to streamline your IT operations? Here are the top IT workflow automation software platforms in 2025, each offering unique strengths for different team sizes, tech stacks, and automation needs.

Before that, here's a quick comparison table given below that discusses how the top IT workflow automation tools compare across key features, ideal use cases, and strengths:

1) Freshservice

Freshservice is purpose-built for IT teams that want fast, reliable automation without writing code. Its no-code workflow builder allows you to automate ticket routing, approvals, alerts, and escalations using a simple drag-and-drop interface.

What makes it powerful is the Orchestration Center, which offers plug-and-play integrations with tools such as Azure AD, Okta, AWS, and Google Workspace. You can build advanced workflows that trigger actions across systems, like provisioning users or restarting servers, without writing scripts.

Freshservice also aligns closely with Information Technology Infrastructure Library (ITIL), offering built-in modules for incident, change, problem, and asset management. Its smart CMDB keeps everything connected and automation-ready.

What really sets it apart is Freddy AI Agent, which automates ticket classification, recommends relevant knowledge base articles, and even drafts responses. It also analyzes historical data to surface workflow optimization suggestions, helping teams proactively fix inefficiencies and improve SLA compliance.

For growing IT teams, Freshservice delivers scalable, intelligent IT workflow automation that’s easy to adopt and built for real-world complexity.

Pros

• Clean, intuitive interface supports fast ticket and workflow adoption

• Solid ITIL-aligned build quality with support for incident, change, and asset lifecycles

• Powerful no-code workflow automation and form builder simplify customization

• Robust asset tracking and automated reporting capabilities

• Excellent customer support that responds promptly to queries

• Rapid onboarding and adoption across organizations of various sizes

• Affordable pricing that delivers strong ROI for the feature set

• Visual workflow builders and custom dashboards that support ongoing optimization

Cons

• Interface feels dated in places and could use a visual refresh

• Some language translations (such as German) are poor or inconsistent

What users say about Freshservice

“We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall, it meets our requirements in IT, security, and accounting team”.

How Databricks transformed change management with Freshservice automation

As Databricks scaled rapidly, managing service requests and change processes across departments became increasingly complex. Siloed systems and manual approvals made it difficult to maintain consistency and speed.

By implementing Freshservice, Databricks introduced a unified platform for IT, HR, legal, security, and other teams. Automation now drives the company's cross-functional workflows—from ticket routing to change approvals—eliminating delays and manual errors. Freddy AI helps auto-classify requests, surface impact, and guide resolution steps in real time.

With over 230 agents onboard and 23% of tickets handled through self-service, teams resolve issues faster and more efficiently. What once required manual effort now runs on streamlined, scalable workflows, keeping operations smooth as the company continues to grow.

2) ServiceNow

ServiceNow offers powerful, low-code workflow automation tools built for scale. Its Flow Designer and Integration Hub allow teams to automate complex IT processes across systems such as Jira, Slack, and AWS. With predictive AI, real-time CMDB, and deep ITIL alignment, ServiceNow is built for enterprises that need end-to-end visibility and control across their IT operations.

Pros

• Highly customizable workflows and dashboards tailored to organizational needs

• Regular updates and enhancements keep the platform modern and reliable

• Broad integrations across modules such as ITOM, ITBM, and ITAM for unified IT operations

Cons

• Steep learning curve and lengthy setup that may delay deployment

• High licensing costs and additional fees for advanced modules

What users say about ServiceNow

“It is a great package for large organizations that need an overall look at their assets, issues and purchasing”.

3) Microsoft Power Automate

Power Automate helps Microsoft 365 users automate tasks across cloud apps and legacy systems. With 900+ pre-built connectors and RPA-powered desktop flows, it simplifies both modern and legacy process automation. Its AI Builder adds smart features such as form recognition and text analysis, making it a strong choice for scalable, no-code workflow automation within Microsoft environments.

Pros

• Highly intuitive and flexible interface, making automation easy even for non-technical users

• Deep, seamless integration with Microsoft apps (e.g., SharePoint, Teams, Office 365)

• Rich pre-built templates and connectors that accelerate workflow creation

Cons

• Limited support for non-Microsoft platforms—third-party integrations can be tricky

• Some advanced functions, such as OData filters, require trial and error to master

What users say about Microsoft Power Automate

“I've been very pleased with the product! We use it for RPA and have been successful in the implementation for processing. It is easy to use and fairly intuitive”.

4) Zapier

Zapier offers a clean, drag-and-drop interface that makes creating automated workflows easy, even for non-technical teams. It supports over 7,000 integrations with popular apps and tools. You can build multi-step workflows with conditional logic, filters, and loops.

Zapier’s strength lies in connecting systems quickly, making it ideal for lightweight workflow automation tools that drive fast time to value.

Pros

• Intuitive interface

• Easy to build workflows without coding

• Elimination of repetitive tasks, saving time and avoiding manual errors

• Seamless integration with a wide range of popular apps, such as Slack and Google Sheets

Cons

• Pricing can become expensive at higher plans, especially with increased task volume

• Debugging complex automations (Zaps) can be difficult when failures occur

What users say about Zapier

“I was successfully able to automate many processes and connect multiple apps together using Zapier, including Gmail, Quickbase, Google Calendar, and QuickBooks”.

5) ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus delivers ITIL-aligned automation for incident, change, and asset management. Its visual, no-code workflow builder supports conditional logic, approvals, notifications, and field updates.

Circuits enable single-touch automations across systems. Integrated AI handles ticket triage, virtual agent responses, and smart knowledge suggestions. With robust analytics and CMDB support, it streamlines mid-sized IT operations with minimal scripting.

Pros

• Highly customizable dashboards and ticket views empower tailored operational workflows

• Integrated incident, change, asset, and project modules

• Reliable ticket and asset management that scales from SMBs to mid-sized organizations

Cons

• Search functionality is limited—archiving and requester-based queries can be cumbersome

• UI feels outdated in places and lacks visual polish in certain modules

What users say about ManageEngine ServiceDesk Plus

“It's a great piece of software/service to have, it could do with being more fluid from an administrator's point of view, but it's improving during the time we've been using it”.

6) Atlassian Jira Service Management

Jira Service Management blends IT service management with DevOps automation. You can use built-in automation rules to manage incidents, streamline change approvals, and trigger CI/CD pipelines directly from workflows.

Deep integrations with tools like Bitbucket, GitHub, and Opsgenie enable seamless task coordination across development and operations teams. It’s a powerful choice for unified team collaboration and efficient IT workflow automation platforms.

Pros

• Enables customizable workflows for incidents, changes, and requests using built‑in automation rules

• Seamlessly links development and support by integrating ticketing with Jira, Bitbucket, and Opsgenie

• Detailed dashboards and analytics boost team efficiency and SLA tracking

Cons

• Cost ramps up with additional agents and add-ons required for advanced features such as enhanced reporting or integrations

• May suffer performance lag or slow response times in large-scale or high-volume environments

What users say about Atlassian Jira Service Management

“Use Jira Service Management to handle IT requests, incidents, and service workflows. Great for IT and DevOps teams, but not the easiest to pick up at first” .

7) BMC Helix ITSM

BMC Helix ITSM delivers enterprise-grade workflow automation software with AI-powered, end-to-end IT automation. It runs L1 task workflows, intelligently routes incidents using anomaly detection, and automates change and asset processes.

With BMC HelixGPT, agents get dynamic guidance and predictive suggestions. The open architecture supports multi-cloud, deep DevOps integrations, and AI-driven decision-making across complex IT operations.

Pros

• Automation workflows can assign, close, and push incident/change tickets across systems

• Strong reporting and SLA tracking for ticket lifecycle and backlog management

• Built on ITIL practices and integrates well with CMDB and enterprise BMC tools

Cons

• Complex upgrades risk breaking existing workflows and configurations

• Support quality is uneven; some users report slow or inconsistent help

What users say about BMC Helix ITSM

“It has a simple interface. Easy to navigate around. We can access it via a web portal which makes it all the more easy and I'd say more accessible anytime anywhere. You can trace the change easily which is a huge plus unlike some complex interfaces” .

8) Kissflow

Kissflow offers a no‑code platform for seamless business‑IT collaboration. It delivers drag‑and‑drop process mapping, customizable templates for IT requests and approvals, and real‑time dashboards.

Even non-technical users can build and modify workflows visually. With integrations and governance built in, it balances flexibility and control for collaborative IT automation.

Pros

• Simple, intuitive interface makes task sharing effortless, even for non-technical users

• Enables lean workflow management with minimal setup; ideal for teams seeking speed and clarity

• Clean layout and task tracking keep teams aligned and workflows transparent

Cons

• Adding tasks can be confusing; some users report needing extra steps before attachments or inputs appear

What users say about Kissflow

“Kissflow simplifies workflow automation with an easy-to-use interface but can feel limited for complex tasks. It’s great for small teams but may lag or lack deep customization for larger businesses” .

9) Ivanti Neurons for ITSM

Ivanti Neurons accelerates IT efficiency with AI-driven workflow automation. It auto-classifies tickets, accurately diagnoses endpoint issues, and triggers self-remediation via embedded bots.

Its built-in automation handles L1 tasks, change, and asset workflows seamlessly. Its real-time insights and endpoint intelligence help teams fix problems before they affect users. This is ideal for large enterprises that need smart, reliable IT workflow automation.

Pros

• Provides proactive, AI-driven automation and self-healing to resolve issues before they affect users

• Streamlined navigation and reporting make the workflow interface easy to use

• Highly customizable platform supports building complex workflows and business objects to match unique needs

Cons

• The interface feels clunky, especially for adding attachments or tracking ticket status

• Initial setup and customization are complex

What users say about Ivanti Neurons for ITSM

“Service management with many of SLA's are well served by Ivanti Neurons. With some additional configurations and integrations with our own systems, accounting and reporting are easy".

10) Workato

Workato is a cloud-native enterprise automation platform (iPaaS) built for both business and IT teams. Its drag-and-drop “recipes” let you connect apps, build complex automations, and expose APIs. With real-time connectors, workflow bots, and AI-powered insights like RecipeIQ, it orchestrates data and actions across systems with enterprise security and scalability.

Pros

• Enables powerful automation across apps using prebuilt recipes and an intuitive drag-and-drop interface

• Widely praised for strong customer support and ease of creating complex workflows

• Supports sharing and reusing recipes across teams, accelerating implementation and collaboration

Cons

• Pricing becomes steep at scale as usage and transaction volume grow

• Setup and advanced customization pose a learning curve, especially for non-technical users

What users say about Workato

“Overall, Workato has streamlined our business processes by automating routine tasks and connecting multiple apps seamlessly. It has significantly improved operational efficiency and reduced manual errors. Though it takes some time to get used to, the long-term benefits are worth it” .

Why IT teams need workflow automation

IT teams rely on speed, accuracy, and consistency to stay efficient. Manual processes slow them down and increase the risk of errors. Workflow automation software eliminates these challenges by streamlining tasks and ensuring smooth, error-free operations.

By 2026, 30% of enterprises will automate more than half of their network activities, up from less than 10% in 2023, according to Gartner. That’s a clear signal: automation is becoming the new standard in IT operations.

Why automation matters

• Incidents get resolved faster

• Teams spend less time on low-value work

• Operations scale without hiring more people

• Compliance improves with audit-ready logs

Benefits for IT operations

When IT teams rely on manual workflows, essential tasks often get overlooked. With the right workflow automation tools, you create a system that’s structured, predictable, and built to scale.

Here’s what that looks like in practice:

• Every task follows the same process, reducing errors and delays

• Automated workflows create a clear log of actions for easy audits

• Logic-based rules ensure tasks are completed accurately under pressure

• Automation handles repetitive tasks, freeing up time for strategic work

• Workflows run continuously, even during off-hours or demand spikes

• Teams can adjust workflows quickly without needing custom code

Common use cases in IT

Workflow automation software offers consistency, clarity, and speed across your entire IT operation. It removes bottlenecks and reduces manual effort, whether you're managing help desk tickets or rolling out code changes.

Here’s how different IT teams use automation to work smarter:

Accelerate your IT operations with Freshservice automation. Reduce errors, scale effortlessly, and get more done with less effort. Contact Freshservice today to get started.

Key features to look for in workflow automation tools

The best workflow automation software helps your IT team work smarter, scale faster, and reduce errors without adding complexity. To choose the right solution, focus on features that support both immediate needs and long-term growth.

1. Ease of use and low/no-code interfaces

Your team shouldn’t need to code just to build a workflow. Look for a workflow automation platform with:

• Drag-and-drop builders

• Visual flowcharts

• Pre-built templates for common IT tasks

This lowers the barrier to entry. Even non-technical users can create or tweak workflows, reducing dependency on developers or consultants.

2. Integration capabilities and API support

Automation doesn’t live in a bubble. It needs to connect with the rest of your tech stack. Prioritize workflow automation platforms that:

• Offer native integrations with tools such as ServiceNow, Slack, Jira, and Microsoft 365

• Support REST APIs for custom integrations

• Can sync data across departments in real time

The more your tools talk to each other, the smoother your workflow automation system runs.

3. Conditional logic and process mapping

Not all workflows are linear. Your tool should handle branching paths and decision trees. Look for:

• “If-this-then-that” logic (example: escalate if unresolved in 2 hours)

• Dynamic workflows based on form inputs, user roles, or priority levels

• Visual process mapping to simplify complex flows

This kind of logic turns basic automation into intelligent automation.

4. Scalability, security, and compliance

As your business grows, so will your automation needs and risk profile. The top workflow automation software should offer:

• Role-based access controls

• SSO, encryption, and activity logging

• Audit trails to support compliance (GDPR, HIPAA, etc.)

• The ability to run thousands of workflows without slowdown

Choose enterprise workflow automation software if you expect rapid growth or operate in a regulated industry.

5. Reporting, analytics, and dashboarding

You can’t improve what you can’t measure. Powerful workflow management software should provide you with:

• Real-time dashboards showing workflow status, delays, and bottlenecks

• Usage reports to identify what’s working (and what’s not)

• Metrics such as time-to-resolution, SLA compliance, and task volume

These insights help you optimize processes and prove ROI to leadership.

6. Mobile access and collaboration features

Your IT team isn’t always at their desk. Whether it’s approving a request on the go or getting notified about a critical issue, mobile access keeps workflows moving. Look for workflow automation software that offers:

• Native mobile apps or mobile-responsive interfaces

• Push notifications for approvals, escalations, and outages

• Real-time updates so team members stay aligned

• In-app comments or tagging to streamline internal communication

Collaboration features such as shared task views and role-based mentions ensure no step gets held up waiting for someone’s input.

How to choose the right workflow automation platform

The best workflow automation software isn’t one-size-fits-all. What works for a fast-growing startup may not suit a global enterprise.

Here’s how to match your choice with your real-world needs:

1. Team size and structure

Choose a tool that matches how your team works.

• Small teams: Look for simple, no-code interfaces that are quick to set up.

• Large teams: Prioritize platforms with user roles, team-based workflows, and centralized controls.

  1. Technical skill level

Pick a platform your team can actually use.

• Non-technical teams: Choose low-code or no-code workflow automation tools with drag-and-drop builders.

• Technical teams: Go for tools that support scripting, API integrations, and custom logic.

  1. Workflow complexity

Match platform capabilities with your use cases.

• Simple processes: A basic workflow automation system may be enough.

• Complex workflows: You’ll need conditional logic, approval chains, and branching paths.

  1. Budget and licensing model

Understand how pricing scales.

• SMBs: Look for flexible, user-based pricing with essential features.

• Enterprises: Evaluate enterprise workflow automation software with volume-based or flat-rate plans, premium support, and SLAs.

  1. Integration flexibility

Your platform should work with your current tools.

• Prioritize workflow automation platforms with pre-built integrations for apps like Jira, ServiceNow, Slack, or Microsoft 365.

• Check API availability if you need custom connections.

  1. Security and compliance

Don’t compromise on protection, especially in regulated industries.

• Look for data encryption, SSO, MFA, and role-based access.

• Confirm support for SOC 2, HIPAA, GDPR, or other industry standards.

• Audit logs should be built in—not an add-on.

  1. Reporting and visibility

You need clear insights to improve operations.

• Dashboards should show workflow status, bottlenecks, and SLA metrics.

• Choose workflow management software with exportable reports and custom views for different teams.

Implementation best practices for IT workflow automation

Getting started with workflow automation software isn’t merely about installing a tool. You need a thoughtful approach that supports adoption, avoids disruption, and delivers value early.

Here’s how to do it right:

Start small and scale gradually

Begin with one or two simple, high-impact workflows. Tasks such as IT ticketing or password resets are ideal starting points. They show quick results and help your team build trust in the system.

As you experience success, expand to more complex processes. Gradual rollout reduces risk and keeps your implementation manageable.

Involve stakeholders and IT teams early

Automation works best when the people who use it help design it. Bring in help desk agents, sysadmins, and team leads from the beginning. They’ll help you detect bottlenecks, map real processes, and flag edge cases. Early involvement also increases adoption and reduces resistance.

Monitor metrics and optimize workflows

Use built-in reporting tools from your workflow management software to track performance. Metrics such as resolution times, SLA compliance, and error rates reveal what’s working and what’s not. Refine your workflows regularly. Remove unnecessary steps, update logic, and respond to user feedback to keep automation sharp.

Balance automation with human oversight

Not everything should run on autopilot. Critical tasks such as change approvals, access provisioning, or security incidents often need human review.

Use rules to loop in people when exceptions happen or when risk is high. Top workflow automation platforms let you decide when to automate tasks and when to escalate to a person.

Must-have integrations in IT workflow automation software

The real power of workflow automation software comes from how well it connects with the tools your IT team already uses. Without strong integrations, automation hits a wall.

Here are the key categories your platform should support and why they matter:

Role of AI in workflow automation

AI is increasingly becoming central to how workflow automation software works. Modern workflow automation tools use AI to improve speed, accuracy, and decision-making. Instead of following fixed rules, AI adapts to urgency, volume, and context in real time.

Here's how AI is changing automation:

• Smart ticket classification: It reads content, tags issues, and routes them to the right team.

• Predictive routing: It learns from past cases to assign tasks based on patterns and workload.

• Anomaly detection: It flags issues before they escalate.

• Conversational interfaces: Chatbots launch and guide workflows in Slack or MS Teams.

• Process recommendations: It suggests improvements based on usage trends and outcomes.

AI adoption isn’t without friction. For many leaders, the biggest hurdle is proving AI’s value upfront. That’s why the best workflow automation platforms now pair AI with built-in insights, so teams can automate smarter and show measurable ROI from day one.

Freshservice brings intelligent automation to modern IT teams

Modern IT teams require systems that adapt, scale, and integrate across departments. Workflow automation provides just that, reducing manual tasks, increasing consistency, and enhancing service delivery. Freshservice makes it easier than ever to achieve these goals.

Freshservice's unified IT management platform combines ease of use with powerful automation. It is ideal for teams that aim to scale without adding complexity. Its intelligent workflows support every part of IT operations, from incident resolution to change management.

Key automation features

• No-code workflow automator to create rule-based workflows for tickets, approvals, and alerts

• Freddy AI for smart ticket classification, auto-response suggestions, and workflow optimization

• Orchestration Center to automate actions across third-party tools like AWS, Azure AD, and Okta

• Marketplace with 1,000+ integrations to connect DevOps, messaging, asset, and identity tools

• Visual service catalog builder for faster self-service and request fulfillment

• Time-triggered and event-based automation to reduce delays and enforce SLAs

• Insights and analytics to continuously optimize workflows and track service performance

Freshservice helps IT teams move from reactive support to proactive service delivery. If you’re ready to simplify operations and scale smartly, request a demo of Freshservice and see what intelligent automation can do for your team.