Pricing benchmarks across AI ITSM (May 2026)
This page summarizes the May 11 2026 pricing-research pass. Source report: /tmp/pricing-benchmarks-2026-05-11.md. 70 verification cells across 24 vendors; triple-verification status for each.
TL;DR
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The published-per-internal-IT-resolution SKU is empty. Intercom Fin ($0.99/resolution, 50/mo min) is the only published transactable per-outcome model in the broader category — and it’s external-CX-aimed, not internal IT. Sierra publishes the mechanism but not the unit.
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Outcome pricing in ITSM is 2026 marketing rhetoric, not a transactable SKU. Aisera leads on “40% fewer seats” but Vendr median is $108,225/yr custom annual. ServiceNow’s Apr 9, 2026 repackage (Foundation/Advanced/Prime) bundles AI but kept prices NDA-only AND added variable assist tokens.
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Mid-market TCO spread is 140× at the 1,000-employee scenario:
- Intercom Fin AI-only: $2,970/yr
- Salesforce Agentforce all-in: $425,000/yr
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Slack-native bottom-up cluster lands in a coherent 53k band at mid-market: ClearFeed 35k, Unthread 53k.
Per-vendor anchors
| Vendor | Posted price | Notes |
|---|---|---|
| Atomicwork | $90/employee/year | Verified directly from atomicwork.com/pricing — note “employee” not “user” (common mis-citation). |
| Risotto | 90/user/year (AWS Marketplace 12-mo) | Runs two parallel transactable SKUs. |
| Aisera | $108,225/yr (Vendr median, May 2026) | Up from $90,268 in March refresh — both real Vendr snapshots; grid carries both as range. |
| Echelon | Per-Jira-story throughput meter | Tier names public (Starter/Growth/Enterprise); dollar amounts withheld. Mechanism contradicts BCV’s outcome-pricing rhetoric. |
| Rezolve.ai | 3/user/mo (blog) | Internally contradictory marketing — flagged ^[ambiguous]. |
| Intercom Fin | $0.99/resolution (50/mo min) | Only published per-outcome SKU in category; external-CX aimed. |
| Salesforce Agentforce | $425k/yr all-in at 1,000 emp | Per salesforce page: Enterprise per-user 0.10/action; per-conversation $2. |
| ServiceNow Now Assist | NDA-only Foundation/Advanced/Prime tiers + variable assist tokens | Apr 9, 2026 repackage. |
Notes
- The Atomicwork $90/employee/year anchor is the published price floor in the category.
- The 100–400k mid-market band is where Aisera/ServiceNow/Salesforce price, via NDA-quote rather than published per-outcome pricing.
Verification class distribution
- 39 cells 🟢 (three independent classes agree)
- 18 cells 🟡 (two classes; explicitly noted)
- 13 cells 🔴 (deliberate vendor opacity — triple-verified as opaque)
Open conflicts surfaced
- Aisera Vendr median = 90,268 (cached March 2026 refresh). Both real Vendr snapshots; grid carries the range, not a silent pick.
- Rezolve.ai self-contradiction between FAQ and Zendesk-comparison blog — needs vendor clarification before reuse.