Best ITSM tools for 2026, what are people actually happy with

Been stuck in ITSM tool comparison hell for a few weeks now and idk if im overthinking this or if everything really is this mid

Context, mid market org, around 600 heads, small IT team, basic mix of incidents, requests, changes, some asset tracking, nothing super crazy enterprise. we’re on a very old setup right now and it’s tired

Looking at the usual and popular names. demos all look shiny, but i care more about day to day stuff, eg how painful is onboarding new agents, how bad are the workflows once you live in them, how annoying is reporting when management wants numbers yesterday

If you’re mid market and not running full on service now, which ITSM tool has actually made your life better and not turned into another project to babysit?

Would love any tips or real experiences, especially from folks who had to move off legacy tools and keep a small team sane