ServiceNow Competitors: A Guide to 10 Top Alternatives in 2024

ServiceNow is a prominent provider of cloud-based ITSM (IT service management) solutions. It has gained popularity due to its comprehensive feature set and ability to streamline IT operations.

Nevertheless, ServiceNow has some drawbacks. It can be complex to set up, sometimes slow, hard to customize, and expensive for businesses. These issues have led some companies to look for other options.

This article will help you compare the best ServiceNow competitors in 2024. You will find detailed reviews of key features, pricing, pros, and cons. So, let’s get into it!

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ServiceNow offers a wide range of tools and features specifically tailored for managing IT services, incidents, assets, and workflows.

Key features:

One of ServiceNow’s strengths is its ability to unify various IT functions within a single platform. For instance, if an incident is recurring, it can be easily escalated to problem management. Additionally, a change request can be automatically linked to relevant incidents and affected assets.

The platform’s self-service portal empowers end-users to find solutions, submit requests, and track their status. This feature not only improves user satisfaction but also reduces the workload on IT staff.

ServiceNow ITSM can also automate routine tasks like ticket routing, notifications, and even certain resolution processes. This feature helps reduce manual errors and speeds up resolution times.

The platform’s extensive customization options are both a strength and a potential challenge. While they allow organizations to tailor the system to their exact needs, heavy customization can lead to complexity in maintenance and upgrades.

Best suited for: Large enterprises

ServiceNow ITSM is particularly well-suited for large enterprises with complex IT environments. Its ability to handle a high volume of incidents, changes, and assets is a key strength. The system’s capacity to manage multiple departments further enhances its value. As a result, it is a popular choice in industries like healthcare, finance, and technology.

However, smaller organizations or those with simpler ITSM needs might find ServiceNow to be more complex and costly than necessary. The platform’s extensive feature set can be overwhelming for teams that only require basic incident and request management.

ServiceNow is a dominant player in the ITSM market, but it’s not the only option. Here are several powerful alternatives:

Let’s explore ServiceNow competitors in detail to help you find the perfect ITSM solution for your business.

The platform allows business managers to design and manage workflows without coding. Ivanti offers solutions for IT helpdesk and more advanced service management tasks. It provides role-based dashboards for monitoring service delivery quality. It also incorporates AI-powered chatbots, as well as automatic issue detection and resolution features.

Best suited for: Mid-sized Organizations

As one of the prominent ServiceNow competitors, Ivanti is particularly well-suited for mid-sized organizations. This suitability stems from its comprehensive yet scalable features and cost-effective automation. These capabilities allow mid-sized businesses to improve productivity and manage IT tasks without extensive technical expertise. However, organizations outside the US and Canada should evaluate the costs and extent of technical support available.

The platform provides a unified service delivery experience, benefiting agents and end users. It uses conversational ticketing, which allows tracking data from messaging apps, SLAs, and CRMs. Like other ServiceNow competitors, Jira’s automation features help triage incoming requests based on priority and agent availability. When considering ServiceNow vs Jira, it’s important to note that the latter is highly flexible and can be customized. It allows teams to create tailored workflows, custom fields, and unique issue types to match their specific processes.

Moreover, its robust API also enables developers to build add-ons, further enhancing its adaptability. Additionally, Jira’s marketplace offers a wide array of plugins and apps that can be easily integrated to extend functionality. They range from time tracking to advanced reporting tools.

The platform offers strong integration capabilities with Confluence and Bitbucket, making it a comprehensive solution for software development teams.

Best suited for: Technical and Development Teams

The free version can be fully usable for up to three service agents, making it an attractive option for smaller teams. Users have numerous customization options in Jira Service Management, though non-technical users may find it complex.

BMC Helix ITSM has flexible deployment options. It can be used in the cloud, a hybrid environment, or a data center. It’s also optimized for desktop and mobile use.

The platform is constantly evolving, with new features added regularly. It’s certified in Information Technology Infrastructure Library 4 (ITIL), which means it follows industry best practices for IT service management.

The platform stands out for its focus on maximizing productivity within IT teams. Its AI and ML capabilities help allocate resources intelligently, predict future needs, and Identify potential risks and threats.

Collaboration is another strong point for BMC Helix ITSM. It provides contextual information to agents and stakeholders, which helps to minimize resolution times for incidents, requests, etc.

Many users find BMC Helix ITSM easy to use, especially for standard processes like support ticketing. This accessibility extends to rolling out the platform to new users, who often require minimal additional training.

The BMC Helix Marketplace is a useful feature, offering apps and connectors to enhance the system’s functionality. This way, users can extend the platform’s capabilities to meet their specific needs.

Best suited for: Large Enterprises with Complex IT Infrastructures

BMC Helix ITSM is a top-tier choice for large enterprises managing complex IT infrastructures. As one of the best ServiceNow competitors, it excels at handling large-scale operations. Its AI-driven automation and robust features optimize service delivery, making it a valuable asset for businesses.

Zendesk helps teams manage queries from various contact points, monitor issues, provide assistance, and troubleshoot problems. The platform also provides visibility into query patterns, helping teams identify recurring issues and establish resolution processes. The platform’s AI capabilities can help automate responses and route tickets to the most appropriate agents.

This ServiceNow competitor offers an vast marketplace, which provides thousands of integrations and extensions. It allows businesses to customize the platform without extensive technical expertise.

However, Zendesk’s pricing structure can be complex, with some features only available as add-ons or on higher-tier plans. This factor can make it expensive for businesses that need access to the full range of features. When evaluating ServiceNow vs Zendesk, organizations should consider their specific needs and budget constraints.

Best suited for: Customer-Centric Businesses

Zendesk is a leading ServiceNow alternative for businesses prioritizing customer experience and support. Its omnichannel capabilities, automation features, and focus on customer satisfaction make it an attractive choice for companies.

Like other ServiceNow competitors, SolarWinds Service Desk is designed to create exceptional service experiences for an organization’s workforce. Its AI-powered platform offers automation for ticket management, which can significantly reduce manual workload.

One of the standout features is the customization of the dashboard. It allows teams to monitor tickets from specific departments through charts without navigating through irrelevant tickets.

However, the platform does have some limitations. The search functionality for closed tickets is notably inefficient, making it difficult to locate historical data quickly.

The pricing structure is straightforward, with three tiers available. All plans support unlimited users, which can be advantageous for growing organizations.

Best suited for: Mid-sized businesses

SolarWinds Service Desk is a strong contender among ServiceNow competitors, particularly for mid-sized businesses. The platform emphasizes ITIL compliance, automation, and scalability in its feature set. These capabilities enable efficient service management and support growth as organizations expand their operations.

The platform offers powerful automation capabilities, particularly in ticket management and issue resolution. It’s scalable and suitable for both small businesses and large enterprises. Freshservice provides expert onboarding support for seamless deployment and integrates with other IT tools.

Like other ServiceNow competitors, Freshservice leverages AI to provide contextual and intelligent experiences. The platform also includes time-tracking features for performance analysis and resource allocation.

Freshservice offers many customization options. However, extensive tailoring may affect system performance. It’s crucial to balance tailoring the platform to specific needs and maintaining optimal functionality.

Best suited for: Growing businesses

Freshservice stands out among ServiceNow competitors as an ITSM solution tailored for growing businesses. Its scalable features not only adapt to expanding needs but also provide robust support for evolving IT environments. The platform also offers a user-friendly interface, robust automation capabilities.

SysAid offers both cloud-based and on-premise deployment options, providing flexibility for different needs. The platform uses modern and innovative templates to help users get started quickly.

One of SysAid’s standout features is its high degree of customization. Businesses can create unlimited custom fields and templates to capture specific organizational data and track unique metrics. This ability enables the ITSM solution to align closely with each company’s specific needs. The intuitive workflow designer allows for easy creation and sharing of workflows, fostering collaboration across departments.

SysAid Copilot, the platform’s generative AI assistant, automates tasks, suggests solutions, and improves agent productivity.

SysAid also allows for the integration of all third-party apps and systems with minimal cost and fees. This integration capability enhances overall process efficiency and centralizes the ITSM system.

The remote control feature is particularly useful, allowing IT staff to troubleshoot issues remotely. This capability can lead to faster resolution times and an improved user experience.

While SysAid offers many powerful features, potential users should be aware of the implementation process. It’s known to be time-consuming and demanding in terms of effort, which could lead to delays in full deployment.

Best suited for: Growing businesses

SysAid is a strong contender among companies like ServiceNow, offering a compelling ITSM solution for mid-sized organizations. Its balance of flexibility and affordability make it an attractive option. SysAid empowers IT teams to tailor the platform to specific business needs, streamlining operations and enhancing service delivery.

Salesforce Service Cloud stands out among ServiceNow competitors for its integration with the broader Salesforce ecosystem. This aspect makes it particularly attractive for businesses already using other Salesforce products. The platform’s Einstein 1 technology provides an AI-driven foundation that enhances its capabilities across various functions.

The self-service support features are a significant strength of the platform. They can help reduce the workload on support teams. They enable customers to find answers to common questions independently. Salesforce is complemented by the AI-powered chatbot, which can handle routine customer requests without human intervention.

The platform’s omnichannel capabilities are noteworthy. They allow businesses to provide consistent customer experiences across digital, voice, and video channels.

Best suited for: Enterprises and larger organizations

Salesforce Service Cloud is a powerful solution for businesses operating in highly competitive industries. As one of ServiceNow’s biggest competitors, it is particularly well-suited for organizations that prioritize customer engagement.

While Salesforce Service Cloud offers powerful features, smaller businesses might find the platform complex and potentially expensive. The learning curve and the need for ongoing management of updates and new features should also be considered. These factors are important to keep in mind when comparing alternatives to ServiceNow.

SAP Service Cloud is a comprehensive customer service and sales management platform. Like manyServiceNow competitors, it offers omnichannel support, covering email, phone, chat, and social media interactions. It includes robust case management and routing capabilities. The platform also features a knowledge base and self-service portals to empower customers. These combined features enhance customer satisfaction and reduce support workload.

Field service management is another critical area where SAP Service Cloud excels. As one of ServiceNow competitors, it provides scheduling and dispatch optimization tools. The platform offers mobile solutions for technicians, real-time tracking, and inventory management for service parts. These capabilities ensure efficient field operations and improved service delivery.

Incident management is a standout feature of SAP Service Cloud. It offers automated ticket creation and assignment. The platform also includes clear escalation procedures, SLA tracking, and root cause analysis tools. These capabilities help businesses respond quickly to issues and maintain high service standards.

SAP Service Cloud, a strong contender among ServiceNow competitors, includes role-based access control, data encryption both at rest and in transit, and detailed audit trails. The platform is designed to meet global compliance standards such as GDPR and HIPAA. This aspect makes it suitable for businesses operating in regulated industries or across multiple jurisdictions.

Best suited for: Large enterprises

SAP Service Cloud is a strategic fit for large enterprises with a strong emphasis on compliance and data security. As a leading competitor to ServiceNow, it offers a robust platform for managing customer interactions, field service operations, etc.

SMAX offers codeless configuration, making it easy to set up tasks and workflows. Its user-friendly interface simplifies navigation and use. The AI-driven virtual agent and automation features help solve incidents quickly, improving overall productivity.

As one of the ServiceNow competitors, OpenText SMAX stands out for its ease of use and advanced AI capabilities. It aims to simplify service management across organizations while providing powerful tools for efficient operation.

SMAX excels in automation, particularly in incident resolution. Its robust automation capabilities streamline incident management, leading to faster resolution times.

Asset management is another strong suit of SMAX. The platform provides tools for tracking and managing IT assets throughout their lifecycle. This is further enhanced by SMAX’s in-depth reporting and analytics tools, which help measure performance.

Best suited for: Large businesses

OpenText SMAX is a robust service management solution for large businesses. Its AI-powered features and user-friendly interface make it a strong contender among ServiceNow competitors.

In the landscape of IT service management, ServiceNow has long been a dominant player. However, as we’ve explored in this comprehensive guide, many alternatives offer compelling features and capabilities. These top ServiceNow competitors cater to various organizational needs, from small businesses to large enterprises.

When considering ServiceNow alternatives, assessing your organization’s specific requirements is crucial. Factors such as scalability, customization options, and integration capabilities should all play a role in your decision-making process. The ServiceNow competitors we’ve discussed offer various combinations of these features, allowing you to find the best fit for your needs.

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