Compare plans
Three tiers. One platform. Built to grow with you.
Every Nova ITSM tier runs on the same core. Start with what your team needs today and move up without switching systems, migrating data, or retraining staff. Priced per agent, never per end user.
Simple, transparent pricing.
Start lean or go enterprise-wide — every tier runs on the same Nova ITSM core. Pay per agent, never per end user.
Lite
For small IT teams
Get your service desk in order and stop managing IT through email.
20
agent/mo
Billed annually
- Incident management
- Service requests
- Knowledge base
- Self-service portal
- SLA tracking
- Standard reporting
- AI assistant
Professional
For growing teams
Full ITIL-aligned service management without the enterprise complexity.
60
/agent/mo
Billed annually
- Everything in Lite, plus:
- Change management + CAB
- Problem management
- Asset management
- Projects & contracts
- Shift & agent planning
- Advanced AI + Smart Insights
Enterprise
For larger organisations
Complex IT estates, compliance requirements, and dedicated support.
Custom
Tailored to your team
- Everything in Professional, plus:
- Enterprise architecture
- SSO / SAML
- Advanced audit logs
- Employee onboarding workflows
- Dedicated onboarding support
- SLA-backed uptime guarantee
Feature comparison
Every feature, side by side.
A full breakdown of what's included in each tier — built so you can make the right call for your team's size and complexity.
| Features |
Lite
£20 / agent / mo
Request demo
|
Professional
£60 / agent / mo
Request demo
|
Enterprise
Custom pricing
Talk to us
|
|---|---|---|---|
| Incident management Log, prioritise and resolve tickets with structured workflow. | ✓ | ✓ | ✓ |
| Service requests Structured request fulfilment with approvals. | ✓ | ✓ | ✓ |
| Self-service portal Branded portal for end users to raise and track tickets. | ✓ | ✓ | ✓ |
| Knowledge base Searchable articles, public & internal scope. | ✓ | ✓ | ✓ |
| SLA tracking Automated breach alerts and escalation rules. | ✓ | ✓ | ✓ |
| Email-to-ticket Convert inbound email into structured tickets. | ✓ | ✓ | ✓ |
| Unlimited end users Anyone in your organisation can raise tickets at no extra cost. | ✓ | ✓ | ✓ |
| Problem management Root cause analysis & linked incident grouping. | — | ✓ | ✓ |
| Change management Change request workflow with approval routing. | — | ✓ | ✓ |
| Change advisory board (CAB) Configurable CAB workflows for major changes. | — | ✓ | ✓ |
| Release management Schedule and track coordinated releases. | — | — | ✓ |
| Major incident workflows Mass-impact incident process with stakeholder comms. | — | ✓ | ✓ |
| Asset register Hardware & software assets linked to incidents. | — | ✓ | ✓ |
| Service catalogue Defined menu of services with intake forms. | — | ✓ | ✓ |
| Software licence tracking Track allocations, renewals and compliance. | — | ✓ | ✓ |
| Configuration management database (CMDB) Mapped relationships between services, assets & users. | — | Basic | Advanced |
| Contract management Track supplier contracts and renewal dates. | — | ✓ | ✓ |
| AI first-line resolution Auto-resolves common requests — password resets, access. | ✓ | ✓ | ✓ |
| AI smart escalation Hands off to agents with full context & suggested action. | — | ✓ | ✓ |
| AI pattern detection Spots recurring issues & raises problem tickets automatically. | — | ✓ | ✓ |
| Workflow automation rules Trigger actions on ticket events — assign, notify, escalate. | Up to 10 | Unlimited | Unlimited + custom |
| Custom AI training Model fine-tuned to your knowledge base & ticket history. | — | — | ✓ |
| Standard reports Ticket volume, resolution time, SLA performance. | ✓ | ✓ | ✓ |
| Custom report builder Build your own reports with filters & visualisations. | — | ✓ | ✓ |
| Cross-department dashboards Unified view across IT, HR, Facilities and more. | — | ✓ | ✓ |
| Scheduled exports Email reports automatically on a schedule. | — | ✓ | ✓ |
| Executive dashboards Board-ready performance views with KPI tracking. | — | — | ✓ |
| Data retention How long ticket and audit data is retained. | 2 years | 5 years | 7+ years |
| Number of departments Distinct teams with their own queues & SLAs. | 1 | Up to 5 | Unlimited |
| Per-team SLAs Different SLA targets per team or service. | — | ✓ | ✓ |
| Per-team queues & routing Route tickets to the right team automatically. | — | ✓ | ✓ |
| Agent shift & capacity planning Plan agent schedules and forecast workload. | — | ✓ | ✓ |
| Microsoft 365 Email, Teams & OneDrive integration. | ✓ | ✓ | ✓ |
| Azure AD / Entra ID Identity sync and user provisioning. | ✓ | ✓ | ✓ |
| SCCM / Intune Endpoint management data linked to assets. | — | ✓ | ✓ |
| Webhooks & REST API Build your own integrations with our open API. | Read-only | ✓ | ✓ |
| Custom integrations Bespoke integrations with finance, ERP and line-of-business systems. | — | — | ✓ |
| UK data residency All data stored in UK-based Microsoft Azure. | ✓ | ✓ | ✓ |
| GDPR compliance Full GDPR & Data Protection Act alignment. | ✓ | ✓ | ✓ |
| ISO 27001 certified Independently audited information security. | ✓ | ✓ | ✓ |
| Role-based access control Granular permissions for agents and admins. | Standard | Advanced | Custom roles |
| SSO & SAML Single sign-on via SAML 2.0 or OAuth. | — | ✓ | ✓ |
| Advanced audit logs Every action attributable for compliance evidence. | Basic | Standard | ✓ |
| Dedicated infrastructure Single-tenant environment, not shared with other customers. | — | — | ✓ |
| Disaster recovery & backup Recovery point and recovery time objectives. | Daily | Hourly | Real-time + DR site |
| Onboarding time From contract signed to first ticket resolved. | 2 weeks | 3–4 weeks | Tailored programme |
| Email & chat support UK-based team, Mon–Fri. | ✓ | ✓ | ✓ |
| Phone support Direct phone line to UK support team. | — | ✓ | ✓ |
| Named success manager Dedicated point of contact for strategic support. | — | — | ✓ |
| Uptime SLA Contractually guaranteed availability. | 99.9% | 99.9% | 99.95% + credits |
| Training & enablement Agent and admin training delivered by our team. | Self-serve | Live sessions | On-site available |
Is there a limit on how many users can raise tickets?
No. Nova ITSM Lite supports unlimited end users. You only pay per agent — the people managing and resolving tickets.
Where is our data stored?
All data is stored on UK-based servers. Nova ITSM is fully GDPR compliant and ISO 27001 certified.
How long does it take to get started?
Most teams are up and running within two weeks. We handle the onboarding so your team doesn’t need to.
Can we upgrade later?
Yes, at any time. Moving from Lite to Professional takes minutes and your data comes with you
Ready to see Nova in action?
Book a 30 minute demo and we’ll show you exactly how Nova works for a team like yours.