Who are ServiceNow's main competitors?
ServiceNow's main competitors include several customer service and support platforms that offer similar features and functionalities. Some of the prominent ones are:
Examples:
- HelpDesk
- Cherwell
- Remedyforce
- ManageEngine ServiceDesk Plus
- Freshservice
Top ServiceNow Alternatives for 2025
Looking for alternatives to ServiceNow for your customer service needs? Here are some top free and paid options to consider:
HelpDesk
HelpDesk is a customer service software that enables businesses to provide personalized customer support. It offers features such as ticket management, automation, reporting, and integrations with other tools like LiveChat or ChatBot. HelpDesk aims to streamline customer communications and improve satisfaction through its user-friendly interface and customizable workflows. The platform is designed to help companies promptly manage and resolve customer inquiries and issues.
Key Features
Key HelpDesk features are ticket management, AI-powered tools, intuitive workflows, end-to-end system personalization, and customizable reporting features.
Pros of HelpDesk
The most important advantages of this tool are a user-friendly interface, seamless integration with other systems, and exceptional customer support.
Pricing
HelpDesk offers a 14-day free trial. After that, you can choose one of its plans.
Try HelpDesk!Cherwell
Cherwell is a comprehensive platform offering IT Service Management (ITSM) solutions to help organizations improve service delivery and increase efficiency. It enables businesses to automate workflows, streamline processes, and enhance collaboration between IT teams and other departments. Cherwell provides customizable applications for IT service, asset, workforce, and business relationship management. It offers features such as incident management, change management, problem management, and self-service portals to provide a seamless experience for both customers and employees. Cherwell is designed to adapt to each organization's unique needs, making it a flexible and scalable solution for managing IT services.
Key Features
Key Cherwell features are asset management, incident tracking, change management, knowledge base, and automation capabilities.
Pros of Cherwell
The most important advantages of this tool are its ability to streamline and automate IT processes, increase efficiency and productivity, and improve overall service delivery.
Pricing
Cherwell pricing information can be found on: https://www.ivanti.com/products/cherwell
Remedyforce
Remedyforce is a cloud-based IT service management solution built on the Salesforce platform. It offers a streamlined approach to managing IT services, optimizing resources, and driving digital transformation for businesses. Remedyforce helps organizations deliver a superior service experience to employees and customers by automating key processes, resolving issues quickly, and providing insights to improve service delivery. It also integrates with other Salesforce solutions and third-party applications to provide a comprehensive IT service management solution for businesses of all sizes.
Key Features
Key functionalities of this tool are incident management, change management, asset management, and service request management.
Pros of Remedyforce
The most significantt advantages of Remedyforce include customizable incident management, effective IT service management, and seamless integration with Salesforce for a comprehensive solution.
Pricing
Remedyforce pricing information can be found at https://www.bmc.com/it-solutions/remedyforce.html
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a help desk software designed to help organizations streamline their IT and non-IT service management processes. It offers features such as incident management, problem management, change management, self-service portal, asset management, knowledge base, and email integration. The software is available as both an on-premise and cloud-based solution, allowing organizations to choose the deployment option that best suits their needs. It also provides ITIL-aligned modules and reporting capabilities to help improve efficiency and optimize service delivery. With ServiceDesk Plus, organizations can automate tasks, prioritize incidents, track assets, and provide excellent customer support.
Key Features
This tool's key functionalities are incident management, problem management, change management, and asset management, which are essential for effective IT service desk operations.
Pros of ManageEngine ServiceDesk Plus
This tool's most important advantages are its ability to streamline IT service management processes, improve service delivery efficiency, and provide a seamless user experience for IT teams and end-users.
Pricing
Yes, this tool does offer a free trial and the pricing information can be found at https://www.manageengine.com/products/service-desk/pricing.html
Freshservice
Freshservice is a cloud-based IT service desk and IT service management (ITSM) software that helps organizations streamline their IT operations. It offers a range of features, including incident management, asset management, problem management, change management, and service-level agreements. Freshservice also includes self-service portals, knowledge management, and mobile capabilities to help users manage IT requests and support tickets more effectively. The software is designed to be user-friendly and customizable for different organizations' needs.
Key Features
Key Freshservice features are a streamlined ticketing system, asset management, a self-service portal, and comprehensive reporting and analytics.
Pros of Freshservice
The most essential advantages of this tool are its user-friendly interface, robust ticketing system, and integrated asset management capabilities.
Pricing
Freshservice offers a free trial and more pricing information can be found at https://freshservice.com/pricing.
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Why are businesses looking for alternatives to ServiceNow?
Businesses are looking for ServiceNow alternatives for several reasons, such as cost-effectiveness, ease of use, customization options, and integration capabilities with existing systems.
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What are the weaknesses of ServiceNow?
Here are the primary disadvantages of ServiceNow, as reported by users:
- Cost: ServiceNow is often cited as expensive, which can be a significant drawback for smaller organizations or those with limited budgets. Licensing and maintaining the platform can be costly, making it less accessible for smaller teams.
- Complexity: Many users have expressed that the user interface can be confusing and difficult to navigate. The complexity of the interface typically requires users to undergo training to become proficient in using the platform effectively.
- Integration challenges: Integrating ServiceNow with other systems and applications can be challenging and may require custom development work.
- Customization limitations: Some users have noted limitations in the customization options available in ServiceNow. This can make it difficult for organizations to tailor the platform to meet their needs and workflows.
- Limited scalability: Some organizations may find that ServiceNow needs to scale better as their business grows, leading to potential performance and functionality limitations.
The 10+ Best Customer Service Software and Apps in 2025
You don’t need to spend hours researching to choose the best tool for your team. We did it for you! In this knowledge-packed handbook, you'll find the best customer service software for 2025.
Read the handbookHow to transition smoothly to a HelpDesk tool
Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.
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