Top 10 ServiceNow Competitors (2023)

Top 10 ServiceNow Competitors for IT Service Management

ServiceNow is a leading IT service management (ITSM) platform that offers a wide range of solutions for various organizational needs. However, it’s essential to analyze its competitors and select the right ITSM tool tailored to an organization’s specific requirements. In this article, we’ll explore the top 10 ServiceNow competitors and compare their features, pricing, ease of use, and more.

Overview of ServiceNow

ServiceNow provides a comprehensive suite of ITSM applications, including incident management, problem management, change management, and more. Key benefits of using ServiceNow include:

  • Streamlined IT processes
  • Improved service delivery
  • Enhanced visibility into IT operations
  • Scalability for growing organizations

Criteria for Evaluating ServiceNow Competitors

When comparing ServiceNow competitors, consider the following factors:

  • Feature comparison
  • Pricing models
  • Ease of implementation and use
  • Customer support and user community
  • Integration capabilities with other tools

1. Jira Service Management

Jira Service Management (formerly Jira Service Desk) is a popular ITSM solution by Atlassian. It’s known for its integration with other Atlassian products like Jira Software and Confluence.

Comparison with ServiceNow:

  • Strong focus on issue tracking and collaboration
  • More suitable for smaller organizations or teams using Atlassian products
  • Lower pricing compared to ServiceNow

Pros:

  • Seamless integration with Atlassian tools
  • Customizable workflows
  • Agile and DevOps-friendly

Cons:

  • May require additional plugins for advanced ITSM features
  • Less powerful reporting capabilities

2. Zendesk

Zendesk is a customer-centric ITSM platform primarily focused on customer support and service.

Comparison with ServiceNow:

  • Emphasis on customer service and support
  • Easier to implement and use for smaller organizations
  • Lower pricing compared to ServiceNow

Pros:

  • User-friendly interface
  • Strong customer support features
  • Wide range of integrations

Cons:

  • Limited ITOM and asset management features
  • Less powerful for large-scale ITSM implementations

3. Freshservice

Freshservice is a cloud-based ITSM platform by Freshworks, offering a modern and intuitive user experience.

Comparison with ServiceNow:

  • Focus on ease of use and simplicity
  • More suitable for small to medium-sized businesses
  • Competitive pricing

Pros:

  • User-friendly interface
  • Integrated asset management
  • Gamification features for increased user engagement

Cons:

  • Limited advanced ITSM features
  • Less powerful reporting capabilities

4. BMC Helix ITSM

BMC Helix ITSM (formerly Remedy) is an enterprise-class ITSM solution known for its powerful features and customization options.

Comparison with ServiceNow:

  • Strong focus on advanced ITSM capabilities
  • Better suited for large enterprises
  • Comparable pricing to ServiceNow

Pros:

  • Highly customizable and configurable
  • Strong ITOM and asset management features
  • AI-driven automation capabilities

Cons:

  • Steeper learning curve and implementation complexity
  • May require additional investment in customization and training

5. Ivanti Service Manager

Ivanti Service Manager (formerly HEAT) is a flexible ITSM solution that combines IT service and asset management.

Comparison with ServiceNow:

  • Focus on IT service and asset management
  • Suitable for medium to large-sized organizations
  • Competitive pricing

Pros:

  • Integrated ITAM and ITSM features
  • Customizable workflows and forms
  • Strong automation capabilities

Cons:

  • Less intuitive user interface
  • Limited integration options compared to ServiceNow

6. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an ITSM platform that offers a range of features at a competitive price.

Comparison with ServiceNow:

  • More suitable for small to medium-sized businesses
  • Competitive pricing
  • Focus on ease of use and simplicity

Pros:

  • User-friendly interface
  • Integrated ITAM and ITSM features
  • Flexible deployment options (cloud or on-premises)

Cons:

  • Limited advanced ITSM features
  • Less powerful reporting capabilities

7. Cherwell Service Management

Cherwell Service Management is an ITSM platform known for its codeless configuration and customization options.

Comparison with ServiceNow:

  • Focus on codeless configuration
  • Suitable for medium to large-sized organizations
  • Competitive pricing

Pros:

  • Highly customizable without coding
  • Strong ITSM capabilities
  • Flexible deployment options (cloud or on-premises)

Cons:

  • Less intuitive user interface
  • Limited integration options compared to ServiceNow

8. SysAid

SysAid is an ITSM platform offering a wide range of features and a user-friendly interface.

Comparison with ServiceNow:

  • Focus on ease of use and simplicity
  • More suitable for small to medium-sized businesses
  • Competitive pricing

Pros:

  • User-friendly interface
  • Integrated ITAM and ITSM features
  • Customizable workflows

Cons:

  • Limited advanced ITSM features
  • Less powerful reporting capabilities

9. SolarWinds Service Desk

SolarWinds Service Desk is an ITSM platform with a focus on simplicity and automation.

Comparison with ServiceNow:

  • Focus on ease of use and automation
  • Suitable for small to medium-sized businesses
  • Competitive pricing

Pros:

  • User-friendly interface
  • Smart automation features
  • Strong integration capabilities

Cons:

  • Limited advanced ITSM features
  • Less powerful ITOM capabilities

10. Samanage (now part of SolarWinds)

Samanage, now part of SolarWinds, is an ITSM platform that emphasizes simplicity and a user-centric approach.

Comparison with ServiceNow:

  • Focus on ease of use and simplicity
  • Suitable for small to medium-sized businesses
  • Competitive pricing

Pros:

  • User-friendly interface
  • Strong customer support features
  • Wide range of integrations

Cons:

  • Limited advanced ITSM features
  • Less powerful reporting capabilities

Conclusion

When evaluating ServiceNow competitors, it’s crucial to consider each platform based on your organization’s specific needs. Explore each competitor further and consider conducting trials or demos to make an informed decision. Remember, the right ITSM tool can significantly impact your organization’s efficiency and overall success.