ServiceNow is a well-known IT service management platform, but it’s not the only option available. Many businesses explore other platforms that offer similar or better features, depending on their needs. Some alternatives provide more flexible pricing, simpler interfaces, or industry-specific tools that fit certain workflows better. Looking at different platforms helps businesses find the right balance of cost, customization, and ease of use, making it essential to compare ServiceNow competitors before deciding on the best solution.
8 ServiceNow Competitors: Comparing Their Features
Businesses searching for IT service management tools have a lot of choices. Some platforms focus on simplicity, while others offer deep customization and automation. A solid ServiceNow comparison helps businesses figure out which platform fits their needs, whether it’s better integration, more flexibility, or cost savings. The right software should support IT teams with automation, ticket management, and workflow improvements. Below is a breakdown of strong alternatives that offer useful features for different types of businesses.
Freshworks
Freshworks is a user-friendly and affordable alternative designed for businesses that want a straightforward IT service management tool. It provides essential features like ticketing, asset management, and workflow automation, making it ideal for small to mid-sized companies that don’t need a complicated system.
Key Features:
- AI-powered automation speeds up ticket resolution.
- Self-service portal allows employees to find answers on their own.
- Multi-channel support lets users submit tickets through email, chat, or phone.
- Integrations with apps like Slack, Jira, and Microsoft Teams.
Best For:
Small to mid-sized businesses that need a simple, easy-to-use IT service management tool with automation features.
Jira Service Management
Jira Service Management is a great option for businesses that already use Jira or work with development teams. It connects IT and software development workflows, making it easy for IT teams to manage incidents, requests, and changes while staying aligned with software teams.
Key Features:
- Incident management with real-time collaboration tools.
- Change tracking with risk assessments and approval workflows.
- Deep integration with Atlassian tools like Confluence and Bitbucket.
- Custom workflows to match different IT service processes.
Best For:
Tech companies, startups, or teams that work closely with developers and need strong collaboration between IT and software teams.
SAP Solution Manager
SAP Solution Manager is built for companies that use SAP software for business operations. It offers complete IT service management, system monitoring, and performance tracking, making it a good fit for enterprises that rely on SAP for ERP and other business functions.
Key Features:
- End-to-end IT service management designed for SAP environments.
- Application lifecycle management to track system updates.
- Performance monitoring to ensure business systems run smoothly.
- Security and compliance tools for enterprise-grade protection.
Best For:
Large enterprises that depend on SAP systems and need an integrated IT service management solution.
SolarWinds
SolarWinds combines IT service management with network monitoring, making it useful for businesses that want to manage both help desk requests and IT infrastructure from a single platform.
Key Features:
- IT asset management to track hardware and software.
- Automated workflows to reduce manual tasks.
- Network performance monitoring to detect issues before they cause downtime.
- Reporting tools to analyze trends and improve IT support.
Best For:
Companies that want IT service management combined with network monitoring in one solution.
ServicePro
ServicePro is a cloud-based ITSM solution with an emphasis on automation and workflow customization. It’s designed to help businesses streamline their IT service processes without adding unnecessary complexity.
Key Features:
- Drag-and-drop workflow builder for easy customization.
- AI-powered chatbots to assist employees with common IT issues.
- Ticketing system with automated routing and prioritization.
- Detailed analytics to track performance and service efficiency.
Best For:
Businesses looking for a cloud-based ITSM tool that offers flexibility and automation without a steep learning curve.
BMC Helix ITSM
BMC Helix ITSM is built for large organizations that need a highly customizable and scalable IT service management platform. It uses AI and automation to help IT teams manage service requests efficiently.
Key Features:
- AI-driven automation to reduce manual tasks.
- ITIL-compliant workflows for structured IT service management.
- Predictive analytics to detect and prevent potential issues.
- Multi-cloud support for businesses with hybrid IT environments.
Best For:
Large enterprises that need an advanced, AI-powered ITSM tool with strong automation and customization options.
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM is a modern IT service management solution that focuses on automation and self-service to improve efficiency. It’s designed to reduce response times and enhance IT operations with AI-powered insights.
Key Features:
- AI-driven self-service portal to help employees find solutions quickly.
- Automated workflows to improve efficiency and reduce IT workload.
- Real-time monitoring to detect and fix issues proactively.
- Strong integration options with third-party apps and IT tools.
Best For:
Businesses looking for an ITSM solution that emphasizes automation, AI insights, and self-service to reduce IT support workload.
Microsoft Service Manager
Microsoft Service Manager is a great fit for organizations already using Microsoft products like Microsoft 365 and Azure. It offers built-in automation and deep integration with Microsoft’s ecosystem, making it a convenient choice for companies that want a familiar IT service management tool.
Key Features:
- Integration with Microsoft tools like Azure, Power BI, and Microsoft 365.
- Automated workflows to manage IT service requests.
- Incident tracking with detailed reporting.
- Self-service portal for employees to submit and track IT requests.
Best For:
Businesses that already use Microsoft products and want a service management tool that fits seamlessly into their existing setup.
Choosing the Best IT Service Management Tool
Finding the right ServiceNow alternative depends on business size, industry, and IT needs. Some tools, like Freshworks and Jira Service Management, focus on simplicity, while others, like BMC Helix ITSM and Ivanti Neurons, offer AI-driven automation. Microsoft Service Manager integrates well with Microsoft products, and SolarWinds adds network monitoring.
The best choice balances automation, integrations, and scalability, helping IT teams manage service requests efficiently while keeping operations running smoothly.