12 Best ServiceNow Competitors Shortlist
After rigorous evaluation, I've curated a list of 12 standout ServiceNow competitors, each primed to solve your unique ITSM challenges:
- Freshdesk - Best for excellent customer service interactions
- NinjaOne - Best for seamless network management and monitoring
- ServiceDesk Plus - Best for robust ITIL readiness and support
- Service Desk - Best for comprehensive IT asset management
- IFS Assist - Best for transformative digital service delivery
- Ivanti Neurons for ITSM - Best for advanced AI-powered automation
- SysAid - Best for enriched IT performance analytics
- Cherwell Service Management - Best for innovative codeless configuration
- Jira Service Management - Best for seamless integration with Atlassian suite
- BMC Helix - Best for cognitive service management capabilities
- Freshservice - Best for intuitive incident and problem management
- Micro Focus Service Management Automation X (SMAX) - Best for large-scale service management and automation
In the world of IT Service Management, ServiceNow has made a name for itself with its powerful dashboards and real-time data tracking capabilities. As someone who has navigated the vast sea of ITSM tools, I can tell you that ServiceNow excels at streamlining business processes and offering solutions tailored to organizations from startups to giants like IBM. ServiceNow, in essence, is a platform that automates IT business processes, providing a means for departments within a company to enhance their effectiveness.
I understand that every business has unique needs and the one-size-fits-all solution isn't always the best fit. Perhaps you're seeking a tool with more emphasis on mobile app functionality, more customizable templates, or better alignment with software development practices. This guide will walk you through the best alternatives to ServiceNow, focusing on their strengths, so you can choose the one that perfectly aligns with your business needs.
Why Look for a ServiceNow Competitor?
ServiceNow stands as a powerful cloud-based IT support platform that helps businesses manage digital workflows for enterprise operations. Its solutions, covering IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM), streamline processes and enhance productivity. It primarily targets large organizations and enterprise-level customers who require complex workflow and service management.
Despite its robust features, the need for alternatives to ServiceNow may arise due to various reasons. These could include cost considerations, as ServiceNow is often perceived as expensive, especially for small to mid-sized businesses. It contributes to the enhancement of customer experience and customer relationships by effectively addressing service issues and incidents.
Overviews of the 12 Best ServiceNow Competitors
1. Freshdesk - Best for excellent customer service interactions
Freshdesk is a feature-rich customer support software solution designed to streamline customer service interactions and make life easier for support teams. This tool brings together all customer conversations into a centralized interface, ensuring nothing falls through the cracks.
Why It’s a Good ServiceNow Competitor:
Freshdesk made the cut due to its comprehensive capabilities in managing customer interactions and its robust ticketing system. Unlike ServiceNow, which is more IT-focused, Freshdesk is built around improving customer service, making it an attractive alternative for businesses where customer interaction is critical. In terms of being the 'Best for excellent customer service interactions,' Freshdesk excels with its features like multi-channel support, ticket trend report, and knowledge base, which allow for smoother, more efficient customer interactions.
Standout Features & Integrations:
Among Freshdesk's standout features are its multi-channel support (email, phone, social media, etc.), robust ticketing system, and SLA management. Furthermore, the platform offers a knowledge base to help customers help themselves, reducing the load on your service team. Key integrations include Gmail, Slack, Zapier, and a range of CRM tools, extending its capabilities into nearly every area of business operation.
Pricing:
Freshdesk pricing starts from $15/user/month (billed annually).
Pros:
- Extensive customer service-focused features
- Comprehensive ticketing system
- A wide range of integrations
Cons:
- Pricing can escalate with advanced features
- Customization may require technical expertise
- Limited ITSM capabilities compared to ServiceNow
2. NinjaOne - Best for seamless network management and monitoring
NinjaOne is a unified IT operations solution that offers managed service providers (MSPs) and IT professionals an efficient platform to manage and monitor their networks. Its strength in network management and monitoring makes it a preferred choice for organizations looking to maintain optimal network performance.
Why It’s a Good ServiceNow Competitor:
In my selection process, NinjaOne stood out as a powerful network management tool. It differentiates itself from ServiceNow with its focus on providing a unified solution for managing, monitoring, and automating IT tasks, whereas ServiceNow leans more towards IT service management. When it comes to being "Best for seamless network management and monitoring," NinjaOne brings together network management and monitoring functionalities in a single pane of glass, facilitating ease of use and improved visibility.
Standout Features & Integrations:
NinjaOne boasts of features like remote monitoring and management (RMM), professional service automation (PSA), and backup management. It also offers powerful automation capabilities that enable IT teams to automate routine tasks. As for integrations, NinjaOne supports several critical business tools, including TeamViewer, ConnectWise, Datto, and IT Glue, enhancing its utility and adaptability within various IT environments.
Pricing:
NinjaOne's pricing starts at $3/user/month (billed annually).
Pros:
- Unified platform for network management and monitoring
- Strong automation capabilities
- Broad range of integrations
Cons:
- Limited service management features compared to ServiceNow
- The user interface can be complex for beginners
- Advanced features can be costly
3. ServiceDesk Plus - Best for robust ITIL readiness and support
ServiceDesk Plus is an IT service management software designed to help businesses manage their IT infrastructure and services with greater efficiency. With its strong alignment with ITIL principles, it's a solid choice for organizations striving for robust ITIL readiness and support.
Why It’s a Good ServiceNow Competitor:
When selecting this tool, I was impressed by its strong focus on ITIL readiness and support, an area where it goes toe-to-toe with ServiceNow. It allows end-users to submit tickets through various channels. It differentiates itself with its customizable and cost-effective nature, making it a more accessible choice for businesses of various sizes. As for its 'Best for robust ITIL readiness and support' label, ServiceDesk Plus truly stands out with its commitment to ITIL best practices, ensuring that your IT service management is aligned with globally recognized standards.
Standout Features & Integrations:
Key features of ServiceDesk Plus include incident management, problem management, change management, help desk and asset management, all aligned with ITIL processes. Additionally, it offers robust automation and AI capabilities for enhanced efficiency. Its integrations encompass a wide range of tools, including ADManager Plus, Applications Manager, and OpManager, allowing for seamless IT operations management.
Pricing:
Pricing for ServiceDesk Plus starts at $10/user/month (billed annually).
Pros:
- Strong ITIL readiness and support
- Comprehensive IT service management features
- Wide range of integrations
Cons:
- User interface might require a learning curve
- Advanced features come at a higher cost
- Fewer non-IT service workflows compared to ServiceNow
4. Service Desk - Best for comprehensive IT asset management
Service Desk by SolarWinds is an IT service management solution built for businesses to provide faster and more efficient support. Recognized for its comprehensive IT asset management capabilities, this tool facilitates tracking and managing assets throughout their lifecycle.
Why It’s a Good ServiceNow Competitor:
I chose Service Desk for this list as its features in IT asset management are truly impressive, providing a competitive alternative to ServiceNow. Its ability to link incidents, problems, and changes to the assets they impact, makes it stand apart. Given this, I found Service Desk to be best for businesses looking for an extensive overview of their IT assets, enabling better decision-making and planning.
Standout Features & Integrations:
Service Desk offers features like incident, problem, change, and release management, along with a standout IT asset management system that includes detailed asset tracking and lifecycle management. When it comes to integrations, Service Desk supports a host of them, including with software like Jira, Slack, and Azure AD, ensuring cohesive workflows across multiple platforms.
Pricing:
Pricing for Service Desk starts at $19/user/month (billed annually).
Pros:
- Comprehensive IT asset management
- Detailed lifecycle tracking
- Wide range of integrations
Cons:
- May require initial training for full utilization
- Advanced analytics require higher-tier plans
- User interface could be more intuitive
5. IFS Assist - Best for transformative digital service delivery
IFS Assist is a well-recognized service management tool, excelling at enabling digital transformation in service delivery. With its advanced functionality, it aligns perfectly with the 'best for' statement, offering a transformative approach to delivering digital services.
Why It’s a Good ServiceNow Competitor:
When determining which tools to include in this list, IFS Assist stood out for its ability to facilitate the transformation of traditional service delivery into a digital format. Compared to ServiceNow, IFS Assist's unique selling proposition is its focus on digital transformation in service management. I chose it as the 'best for' transformative digital service delivery for this particular capability.
Standout Features & Integrations:
IFS Assist offers notable features like AI-enabled automation, end-to-end lifecycle service management, and an intuitive user interface. Its integrations are noteworthy as well, as it provides seamless connectivity with various ERP systems, CRM platforms, and other essential business tools.
Pricing:
Pricing for IFS Assist starts from $45/user/month (billed annually).
Pros:
- Exceptional capability for digital transformation in service delivery
- Robust integrations with various business tools
- AI-enabled automation for streamlined operations
Cons:
- Higher cost compared to some other tools
- It might have a steep learning curve for non-tech-savvy users
- Limited customizability in certain areas
6. Ivanti Neurons for ITSM - Best for advanced AI-powered automation
Ivanti Neurons for ITSM is an efficient IT service management platform that heavily leans on AI to streamline its automation capabilities. Given its potent AI-driven feature set, it offers a strong rationale for being the 'best for' advanced AI-powered automation.
Why It’s a Good ServiceNow Competitor:
I selected Ivanti Neurons for ITSM for this list due to its distinct AI capabilities, which set it apart from many competitors, including ServiceNow. In my opinion, this tool stands out in terms of delivering AI-powered automation in IT service management. That's why I regard it as "best for" the unique selling proposition of advanced AI-powered automation.
Standout Features & Integrations:
Ivanti Neurons for ITSM offers numerous AI-powered features such as workflow automation design, predictive analytics, and intelligent chatbots. It integrates well with various systems, including enterprise software from vendors such as Microsoft, Oracle, and SAP, enhancing its overall functionality.
Pricing:
Pricing for Ivanti Neurons for ITSM starts from $60/user/month, but this is based on an annual billing cycle.
Pros:
- Advanced AI-powered automation capabilities
- Smooth integrations with major enterprise software vendors
- Provides predictive analytics for better decision-making
Cons:
- Pricing might be a bit steep for smaller businesses
- The user interface might seem complex for some users
- Customization may require technical knowledge
7. SysAid - Best for enriched IT performance analytics
SysAid is an IT service management solution that offers an all-in-one service desk for organizations. With an emphasis on robust analytics, it indeed warrants the tag of being 'best for' enriched IT performance analytics.
Why It’s a Good ServiceNow Competitor:
I chose SysAid for this list because it uniquely prioritizes analytical capabilities in IT performance. This selection emerges from a careful comparison of its feature set with other tools. I determined that its rich analytics functionality indeed differentiates it, making it the "best for" enriched IT performance analytics.
Standout Features & Integrations:
SysAid boasts a wealth of features such as incident management, IT asset management, and most notably, an advanced performance analytics module. It integrates seamlessly with various platforms including Microsoft Active Directory, LDAP, and SCCM to ensure comprehensive service management.
Pricing:
SysAid’s pricing starts from $25/user/month. The detailed pricing information is tailored to the specific needs of a business and can be obtained upon request.
Pros:
- Extensive analytical capabilities
- Integrates with several leading platforms
- Comprehensive service management features
Cons:
- Detailed pricing information is not readily available
- The user interface could be more intuitive
- Customer support could be improved
8. Cherwell Service Management - Best for innovative codeless configuration
Cherwell Service Management is an IT service management tool that leverages automation to deliver efficient IT services. Its innovative approach to codeless configuration makes it an optimal choice for businesses seeking simplicity and adaptability.
Why It’s a Good ServiceNow Competitor:
In choosing Cherwell Service Management for this list, I considered its differentiating codeless configuration feature. This stands out in comparison to many IT service management tools that often require complex coding to adapt to specific organizational needs. I judged Cherwell as being the "best for" innovative codeless configuration based on this distinctive characteristic.
Standout Features & Integrations:
Cherwell Service Management offers features such as incident management, service catalog, and self-service portal. The standout, however, is its codeless configuration that enables easier adaptability. It provides integrations with many popular tools such as Microsoft Azure, Office 365, and Bomgar for a more connected IT service management experience.
Pricing:
Cherwell's pricing starts from $100/user/month, making it a more premium option. It should be noted that this is a starting price and the final cost could vary based on your specific needs.
Pros:
- Innovative codeless configuration feature
- Wide range of integrations
- Comprehensive IT service management features
Cons:
- Higher starting price compared to other tools
- The user interface could be more modern and intuitive
- Some users have noted occasional sluggishness in system performance
9. Jira Service Management - Best for seamless integration with Atlassian suite
Jira Service Management is a robust IT service management tool and project management software that forms part of the larger Atlassian ecosystem. Its fluid integration with other Atlassian products positions it as an excellent choice for businesses already utilizing the Atlassian suite.
Why It’s a Good ServiceNow Competitor:
I selected Jira Service Management for this list due to its robustness and superb interoperability with the Atlassian suite. It stands apart due to this seamless integration, particularly beneficial for businesses already relying on Atlassian tools. Given this quality, I judged Jira Service Management as the "best for" seamless integration with the Atlassian suite.
Standout Features & Integrations:
Jira Service Management offers numerous useful features, including incident, problem, and change management, as well as advanced reporting capabilities. A key differentiator is its effortless integration with other Atlassian products, including Jira Software, Jira Service Desk, Confluence, and Bitbucket, offering users a unified, streamlined experience.
Pricing:
Jira Service Management offers its services from $20/user/month, a competitive starting price. It's worth noting that this price is the base for their Standard Plan and varies with higher tiers and additional features.
Pros:
- Seamless integration with other Atlassian tools
- Robust set of IT service management features
- Access to the larger Atlassian ecosystem
Cons:
- Learning curve for first-time users
- Customization can be complex
- Reporting functionality could be more user-friendly
10. BMC Helix - Best for cognitive service management capabilities
BMC Helix is a potent Saas provider tool offering IT service management (ITSM) and IT operations management (ITOM) capabilities. Its standout feature is its cognitive automation technology that significantly enhances service management processes, making it the best for cognitive service management capabilities.
Why It’s a Good ServiceNow Competitor:
When making the list, I chose BMC Helix due to its innovative use of AI in service management. Its cognitive service management capabilities set it apart from other tools. This advanced AI usage in service delivery and management is why I believe BMC Helix to be the "best for" cognitive service management capabilities.
Standout Features & Integrations:
Among BMC Helix's standout features are its cognitive automation, predictive service management, and containerized microservices architecture. The tool integrates effectively with numerous systems such as AWS, Azure, and Google Cloud, facilitating a smoother IT service and operations management process.
Pricing:
Pricing for BMC Helix is upon request. Please contact BMC for a tailored quote according to your specific needs and business requirements.
Pros:
- Advanced cognitive service management capabilities
- Efficient predictive service management
- Strong integrations with various cloud platforms
Cons:
- Pricing information is not readily available
- Can be complex for beginners
- Customization might require technical knowledge
11. Freshservice - Best for intuitive incident and problem management
Freshservice, developed by Freshworks, provides a range of IT service management capabilities. What sets it apart is its user-friendly interface and advanced incident and problem management capabilities, justifying its place as the best tool for intuitive incident and problem management.
Why It’s a Good ServiceNow Competitor:I picked Freshservice for this list because of its focus on providing a simplified user experience without compromising on feature-richness. It's differentiated by its ability to make incident and problem management a more intuitive process. For organizations that prioritize a simple, yet effective approach to ITSM, Freshservice is an ideal choice.
Standout Features & Integrations:
Freshservice offers a wide array of useful features, including ticketing and task management, asset tracking, and more importantly, intuitive incident and problem management. It integrates well with other Freshworks products as well as popular tools like Slack, Google Workspace, and Okta, providing a well-rounded ecosystem for users.
Pricing:
The pricing for Freshservice starts from $19/user/month (billed annually). This is the cost for their most basic plan, named the 'Blossom' plan.
Pros:
- Easy-to-use interface makes it ideal for beginners
- Excellent incident and problem management capabilities
- Strong integrations with other commonly used tools
Cons:
- Some features are only available in higher-priced plans
- Advanced customization can be challenging
- Some users report the need for better reporting features
12. Micro Focus Service Management Automation X (SMAX) - Best for large-scale service management and automation
Micro Focus Service Management Automation X (SMAX) is an IT service management tool designed for large-scale operations. It excels in offering a wide range of automation capabilities, making it the best choice for large-scale service management and automation.
Why It’s a Good ServiceNow Competitor:
In selecting tools for this list, SMAX stood out to me due to its impressive capabilities in handling large-scale operations and automating service management processes. Its robust set of features and emphasis on automation positions it as a viable ServiceNow alternative, particularly for larger organizations looking to streamline their service management processes.
Standout Features & Integrations:
SMAX provides a variety of important features, including automated change management, asset management, and extensive reporting capabilities. Furthermore, it offers out-of-the-box integration with other Micro Focus products and can be customized to work with a variety of third-party applications, making it a versatile tool for large enterprises.
Pricing:
SMAX's pricing information is not publicly available and is provided upon request. It's worth noting that pricing may vary based on the scale of the implementation and specific requirements of the organization.
Pros:
- Strong automation capabilities
- Can handle large-scale service management
- Offers customizability for integrations
Cons:
- Pricing information is not publicly available
- Can be complex to set up and navigate
- May be overkill for mid-sized to small businesses
Other Notable Competitors to ServiceNow
Below is a list of additional ServiceNow competitors that I shortlisted, but did not make it to the top 12. Definitely worth checking them out.
- Serviceaide - Good for AI-powered service management
- TOPdesk - Good for fostering seamless collaboration in service delivery
- Hornbill - Good for streamlined IT service management with automated workflows
- Agiloft - Good for customizable and scalable service management
- Alemba - Good for comprehensive asset management
- Ivanti - Good for unifying IT operations and security data
- Alloy Software - Good for IT asset management and service desk operations
- EASYVISTA - Good for mobile-first service management
- Deskera - Good for integrated business management with service support
- invgate - Good for intuitive service desk management
- Itarian - Good for unified IT management and security
- Provance - Good for IT service management in Microsoft-centric organization
Selection Criteria for Choosing Competitors to ServiceNow
When considering software for IT service management, there are certain crucial factors I keep in mind based on my extensive experience in trying out and researching these tools. For this particular review, I've scrutinized over 20 tools and the ones mentioned stood out due to their specialized attributes aligned with the specific needs of IT service management.
Core Functionality
- Incident and Problem Management: The software should be capable of tracking, managing, and resolving incidents efficiently while also having the ability to identify and address the root causes of recurring incidents.
- Change and Release Management: The tool should facilitate the process of making changes to IT infrastructure without causing disruptions. It should also support release management for deploying changes effectively.
- Service Request Management: The software should provide a streamlined process for users to request and receive standard services from the IT department.
- Asset and Configuration Management: The software must maintain a comprehensive inventory of all IT assets and configurations within the organization.
Key Features
- Automation: This feature can significantly enhance efficiency by automating routine tasks, such as ticket assignment and escalation, SLA enforcement, and routine maintenance tasks.
- Reporting and Analytics: The tool should have robust capabilities for generating detailed reports and analytics to provide insights into service performance, SLA compliance, incident trends, etc.
- Integrations: The ability to integrate with other business applications and IT software is crucial for seamless data sharing and collaboration.
- Knowledge Management: A built-in knowledge base can empower users to resolve common issues themselves, reducing the burden on the IT department.
Usability
- Intuitive Interface: For this type of tool, an intuitive interface that presents a clear overview of incidents, changes, and assets can significantly improve user efficiency.
- Onboarding and Training: Given the often complex nature of ITSM software, a strong onboarding program and comprehensive training resources are essential for helping users get up to speed quickly.
- Scalability: The tool should be able to scale with the needs of the business, accommodating growth and changes in IT processes without impacting performance.
- Customer Support: Reliable customer support is essential, particularly for troubleshooting technical issues that can impact service delivery.
Most Asked Questions Regarding ServiceNow Competitors
What are the benefits of using ServiceNow?
ServiceNow is a leading ITSM tool known for its robust features and scalability. Five notable benefits of using ServiceNow include:
- It provides a unified platform to manage all aspects of IT services, including incident, problem, change, and asset management.
- The tool is highly customizable and scalable, making it suitable for organizations of all sizes and industries.
- It comes with advanced automation capabilities, which can improve efficiency by reducing manual tasks.
- ServiceNow offers robust reporting and analytics for improved decision-making and insights into IT service performance.
- It features an intuitive, user-friendly interface that enhances user experience and productivity.
How much do ServiceNow and its competitors cost?
The cost of ServiceNow and its competitors can vary widely based on the specific plan chosen, the size of the organization, and the number of users. ServiceNow itself does not disclose pricing on its website and prefers to provide a custom quote based on your specific requirements. On the other hand, some ServiceNow competitors like Freshservice have plans starting from around $19 per user per month.
What are the pricing models for ServiceNow and its competitors?
The pricing models for ServiceNow and its competitors generally fall into two categories: per-user pricing and tiered pricing. Per-user pricing is based on the number of users who will be using the software, while tiered pricing involves different packages that come with varying features and capabilities.
What is the typical range of pricing for ServiceNow and its competitors?
The pricing for ServiceNow and its competitors typically ranges from $20 to $100 per user per month for most plans, although this can go higher for premium packages or larger organizations. For instance, BMC Helix, a ServiceNow competitor, has its entry-level plan starting at approximately $75 per user per month.
Which are the cheapest and most expensive ServiceNow competitors?
Among the ServiceNow competitors, Freshservice can be considered as one of the more affordable options, with prices starting from around $19 per user per month. On the more expensive end of the spectrum, tools like BMC Helix can have costs starting from around $75 per user per month.
Are there any free ServiceNow competitor options?
Yes, some ServiceNow competitors do offer free versions and free trial of their software like Salesforce and Zendesk, although these are typically quite limited in features. For instance, Freshservice and Zoho Desk both provide free plans aimed at small teams or businesses just starting with IT service management.
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Summary
In summary, the field of ServiceNow competitors is diverse, each providing a distinct set of features, strengths, and pricing structures. Whether your organization values large-scale service management, cognitive service capabilities, or intuitive incident and problem management, there's a ServiceNow alternative that will meet your needs.
Key Takeaways
- Understanding your organization's specific needs and use cases is crucial in selecting the right ITSM tool. Features that are beneficial for one company might be less important to another. Make sure to clearly identify what you need from a ServiceNow competitor before making a decision.
- When it comes to pricing, there is a wide range of options among ServiceNow competitors. Some offer more affordable solutions, while others provide premium services at a higher price point. Be sure to consider the total cost, including potential setup fees and the cost of additional seats as your company grows.
- Lastly, don't underestimate the value of usability and customer support. A tool with an intuitive interface and responsive customer service can save your team valuable time and help avoid potential frustrations. This is especially true for complex ITSM tools, where effective onboarding and ongoing support are key to maximizing value.
What Do You Think?
Of course, the ITSM field is rapidly evolving, and new tools and features are constantly emerging. If there's a ServiceNow competitor that you believe deserves to be on this list, please don't hesitate to share your suggestion. I always appreciate my readers' insights and experiences, and your contribution could help other organizations find the right tool for their needs. Thank you for your time and input!