The IT service management (ITSM) landscape has been dominated by ServiceNow for years, making it one of the most well-known platforms in the industry. However, as organizations look for solutions tailored to their specific needs, many are exploring ServiceNow competitors. This article delves into some of the top alternatives, providing a comprehensive overview of their strengths and weaknesses while comparing them to ServiceNow.
What is ServiceNow?
Before diving into the competitors, let’s first understand what ServiceNow offers. ServiceNow is a cloud-based platform designed for ITSM, helping businesses manage digital workflows across IT, HR, and other departments. With features like automation, AI-driven insights, and a customizable interface, ServiceNow helps streamline operations and improve overall efficiency.
Despite its success, there are several reasons companies may seek alternatives. For some, ServiceNow’s cost can be prohibitive, while others may require more industry-specific features or a different level of customization. So, what alternatives do businesses have?
Top Competitors to ServiceNow
1. BMC Helix ITSM
BMC Helix ITSM is one of the strongest ServiceNow competitors in the ITSM space. Formerly known as BMC Remedy, this platform is renowned for its comprehensive IT management capabilities.
Key Features:
- AI-driven automation and predictive analytics.
- Cloud-native architecture supporting both private and public cloud environments.
- Multi-cloud service management capabilities.
Pros:
- Strong focus on automation and AI for predictive analytics.
- Deep integration with multi-cloud environments.
Cons:
- Steep learning curve for new users.
- Higher cost than some other competitors.
BMC Helix is an excellent choice for organizations that want a highly scalable and AI-powered ITSM solution.
Source: BMC Helix ITSM
2. Cherwell Service Management
Cherwell is a user-friendly ITSM tool that is often considered when discussing ServiceNow alternatives. Cherwell offers a no-code platform, which means users can easily customize the system without needing to write any code.
Key Features:
- No-code design for easy customization.
- Integrated IT asset management.
- Strong community and third-party integrations.
Pros:
- Affordable compared to ServiceNow.
- Highly customizable interface without the need for developers.
Cons:
- Smaller customer base compared to ServiceNow.
- Fewer advanced features than some competitors.
Cherwell is ideal for mid-sized businesses looking for a cost-effective and customizable ITSM platform without needing extensive IT resources.
Source: Cherwell ITSM
3. Freshservice
Freshservice, a part of the Freshworks suite, is a lightweight ITSM solution tailored to small and medium-sized businesses. It combines ease of use with essential ITSM functionalities, making it one of the most attractive ServiceNow competitors for organizations with simpler needs.
Key Features:
- Incident, problem, change, and asset management.
- AI-powered automation for tasks and workflows.
- Gamification features to improve employee engagement.
Pros:
- Easy-to-use interface.
- Lower cost compared to ServiceNow.
- Quick implementation.
Cons:
- Limited features for large enterprises.
- Less flexibility in complex workflows.
Freshservice is perfect for small to medium-sized businesses that need a quick, affordable, and easy-to-implement ITSM solution.
Source: Freshservice
4. Jira Service Management
Jira Service Management, from Atlassian, has rapidly grown as a popular alternative to ServiceNow, particularly among DevOps teams. Jira’s integration with the wider Atlassian suite, including Jira Software and Confluence, makes it a go-to choice for companies already using these tools.
Key Features:
- Deep integration with Jira Software for DevOps and IT teams.
- Customizable workflows and automation.
- ITIL-certified practices for service delivery.
Pros:
- Seamless integration with the Atlassian ecosystem.
- Strong support for agile and DevOps workflows.
Cons:
- Lacks some advanced ITSM features present in ServiceNow.
- Can become costly as the user base grows.
Jira Service Management is an excellent option for organizations focused on DevOps or those already invested in Atlassian tools.
Source: Jira Service Management
5. Ivanti Service Manager
Ivanti Service Manager offers comprehensive ITSM solutions with a strong focus on automation and self-service. It is known for its flexibility and scalability, making it a suitable competitor to ServiceNow.
Key Features:
- Automated workflows for incident, change, and problem management.
- Integrated IT asset management.
- Self-service portal for end-users.
Pros:
- Highly customizable and scalable for growing organizations.
- Strong automation features.
Cons:
- Complex implementation for smaller teams.
- Higher cost for full-featured versions.
Ivanti Service Manager is a strong competitor for businesses looking for an ITSM solution with robust automation and scalability.
Source: Ivanti Service Manager
6. Zendesk
While Zendesk is primarily known for its customer service solutions, it has made significant strides in the ITSM space. Zendesk is a cloud-based service platform offering ticketing, help desk solutions, and customer relationship management, making it a solid ServiceNow alternative for customer-centric organizations.
Key Features:
- Integrated ticketing system for IT and customer service teams.
- Scalable, cloud-based architecture.
- Extensive customization through Zendesk Marketplace.
Pros:
- Excellent for organizations needing ITSM and customer service integration.
- Highly scalable.
Cons:
- Limited IT-specific features compared to ServiceNow.
- Customization can require third-party integrations.
Zendesk is best suited for organizations that prioritize customer support but still need ITSM capabilities.
Source: Zendesk ITSM
How to Choose the Right ServiceNow Competitor?
When evaluating ServiceNow competitors, businesses should consider several factors:
- Budget: ServiceNow is often criticized for its high costs, especially for smaller businesses. Many of the alternatives, such as Freshservice and Cherwell, are more affordable.
- Scalability: If your organization is growing rapidly or plans to expand, it’s crucial to choose a solution that can scale with your business. BMC Helix and Ivanti Service Manager offer robust scalability.
- Ease of Use: ServiceNow is feature-rich but can also be complex. If ease of use is a priority, solutions like Freshservice and Cherwell are more intuitive.
- Integration Capabilities: If you’re using specific tools (e.g., Atlassian’s Jira), integration becomes a critical factor. Jira Service Management stands out in this regard due to its seamless integration with other Atlassian products.
- Automation Features: AI-driven automation is becoming more common across ITSM platforms. BMC Helix and Ivanti offer advanced automation, but simpler tools like Freshservice may meet the needs of smaller organizations without overwhelming them with complexity.
Final Thoughts
There is no one-size-fits-all solution when it comes to ITSM platforms, and while ServiceNow remains a market leader, many ServiceNow competitors offer strong alternatives depending on your organization’s needs. BMC Helix ITSM and Ivanti are powerful tools for enterprises needing comprehensive ITSM functionalities, while solutions like Freshservice and Cherwell cater to smaller businesses with lower budgets.
Ultimately, the best platform for your organization will depend on your specific needs, budget, and existing tech stack. Taking the time to evaluate each competitor’s features and limitations will ensure you choose the right ITSM platform for long-term success.
Frequently Asked Questions (FAQs)
Q1: What makes BMC Helix ITSM a strong competitor to ServiceNow?
A1: BMC Helix ITSM is a strong competitor due to its cloud-native architecture, AI-driven automation, and multi-cloud service management capabilities, which make it highly scalable for large organizations.
Q2: Is Freshservice a good alternative for small businesses?
A2: Yes, Freshservice is an excellent alternative for small to medium-sized businesses looking for an easy-to-use ITSM platform with essential features and automation at an affordable cost.
Q3: How does Jira Service Management compare to ServiceNow?
A3: Jira Service Management is particularly beneficial for DevOps and agile teams due to its seamless integration with Jira Software and Confluence. However, it may lack some of the advanced ITSM features found in ServiceNow.
Q4: Can Zendesk be used as an ITSM platform?
A4: Yes, Zendesk offers ITSM capabilities alongside its customer service solutions. It’s best suited for organizations that need a combined customer service and IT support system.
Q5: How important is automation when selecting an ITSM platform?
A5: Automation is crucial for streamlining workflows, reducing human error, and improving efficiency. Most modern ITSM platforms, including ServiceNow competitors like BMC Helix and Ivanti, offer robust automation features to enhance service management.
