The top 5 competitors of ServiceNow are:
- BMC Software: Known for BMC Helix ITSM, offering a range of IT service management solutions.
- Atlassian Jira Service Management: Popular for agile project management and IT service desk functionalities.
- Zendesk: Recognized for customer service and support tools with strong ITSM capabilities.
- IBM Maximo: Offers enterprise asset management and IT service management solutions.
- Cherwell Software: Provides IT service management software focusing on customization and automation.
These competitors vary in their specific offerings, targeting different IT service management and support aspects.
ServiceNow Competitors
ServiceNow is a recognized IT Service Management (ITSM) leader known for its ability to automate and streamline enterprise IT operations.
Its extensive offerings, including Incident Management, Change Management, and Asset Management, position it as a dominant player in the ITSM market. However, understanding its competitors is critical for organizations to make well-informed decisions regarding ITSM solutions.
ServiceNow’s Market Position
Since its founding in 2004, ServiceNow has established itself as a premier platform for IT service management and beyond. Its strengths lie in automating workflows, improving visibility into IT processes, and enabling organizations to operate more quickly and efficiently.
Key ServiceNow offerings include:
- Incident and Problem Management:
Enables rapid identification, resolution, and prevention of IT issues to minimize business disruption. - Change and Release Management:
Streamlines the planning, tracking, and implementation of IT changes, reducing risks associated with updates and deployments. - Asset and Configuration Management:
Provides comprehensive visibility into IT infrastructure, enabling better asset utilization, configuration tracking, and compliance adherence.
Why It Matters: ServiceNow’s leadership in ITSM is rooted in its robust, scalable solutions that address complex enterprise needs.
Importance of Understanding ServiceNow Competitors
For organizations considering an ITSM platform, analyzing ServiceNow’s competitors is a key step in the decision-making process. Here’s why it matters:
- Informed Decision-Making:
Understanding competitors helps businesses compare features, pricing, and overall value to find the ITSM platform that aligns with their unique needs. - Identifying Strengths and Weaknesses:
Evaluating competing platforms highlights areas where ServiceNow excels and where alternative solutions might offer additional capabilities or cost advantages. - Strategic Planning:
Competitor analysis helps organizations decide, based on their business goals and budgets, whether to invest in ServiceNow’s advanced modules or switch to other platforms.
Why It Matters: Organizations need visibility into the competitive landscape to select a platform that delivers optimal ROI and meets IT service management needs.
ServiceNow Major Competitors
While ServiceNow is a leading IT Service Management (ITSM) platform, several competitors offer unique capabilities that address different organizational needs.
Below is a comparison of the top 5 ServiceNow competitors and their core strengths.
1. BMC Software (BMC Helix ITSM)
BMC Helix is a strong competitor to ServiceNow. It offers advanced ITSM capabilities, focusing on scalability and automation.
- Key Features:
- AI-driven incident management and automated workflows.
- Strong alignment with ITIL processes.
- Comprehensive IT Operations Management (ITOM) integration.
- Strengths:
- Scalability for large enterprises with complex IT environments.
- Superior AI and machine learning tools for predictive ITSM.
- Why Consider BMC? Organizations seeking deep ITIL alignment, advanced automation, and AI capabilities often find BMC Helix a viable alternative.
2. Atlassian Jira Service Management
Jira Service Management is a modern ITSM tool that integrates seamlessly with agile project management and DevOps processes.
- Key Features:
- Agile and DevOps-friendly workflows.
- Intuitive incident, problem, and change management tools.
- Integrated knowledge base with Confluence for seamless documentation.
- Strengths:
- Ideal for teams adopting agile and DevOps methodologies.
- Cost-effective and easy to set up for small to mid-sized organizations.
- Why Consider Jira Service Management: Businesses focused on fast, agile IT service delivery and development integration benefit from its simplicity and flexibility.
3. Zendesk
Zendesk combines customer support with IT service management, offering a versatile solution for managing employee and customer issues.
- Key Features:
- ITSM capabilities include incident tracking and automated workflows.
- Strong ticketing and customer support tools.
- AI-driven self-service portals and chatbots.
- Strengths:
- User-friendly interface that simplifies IT service desk operations.
- Ideal for businesses seeking customer support and ITSM in one platform.
- Why Consider Zendesk: Organizations focused on customer-facing support combined with ITSM will benefit from Zendesk’s dual capabilities.
4. IBM Maximo
IBM Maximo specializes in enterprise asset management (EAM) and offers IT service management features, particularly for asset-heavy industries.
- Key Features:
- Comprehensive asset and configuration management.
- Predictive maintenance powered by AI and IoT capabilities.
- Integration with broader IT and operations systems.
- Strengths:
- Best suited for industries requiring extensive asset management (e.g., manufacturing, energy, utilities).
- Advanced tools for managing physical and IT infrastructure.
- Why Consider IBM Maximo? Companies in asset-intensive industries that need IT and operational asset management solutions may prefer IBM Maximo.
5. Cherwell Software (Now part of Ivanti)
Cherwell offers customizable ITSM solutions, focusing on automation and adaptability for mid-sized enterprises.
Why Consider Cherwell: Organizations needing a customizable ITSM solution with strong automation features often find Cherwell a good fit.
Key Features:
- Highly configurable workflows and no-code automation tools.
- Comprehensive incident, change, and problem management capabilities.
- Self-service portals and integrations with third-party applications.
Strengths:
- Cost-effective and flexible for mid-sized organizations.
- Simple customization through visual builders.
Comparing ServiceNow with its Competitors
In my extensive experience in the IT industry, I’ve worked with various ITSM platforms. Each platform comparing ServiceNow with Its Competitors: Pricing, Features, and Support
ServiceNow is a dominant force in the IT Service Management (ITSM) space. Still, several competitors offer strong alternatives, such as BMC Helix, Atlassian Jira Service Management, Zendesk, IBM Maximo, and Cherwell (Ivanti).
Below is a detailed pricing, features, and support comparison to help businesses choose the best platform.
1. Pricing
- ServiceNow:
- ServiceNow has a subscription-based pricing model, but its costs are not publicly published. Pricing typically depends on the modules, number of users, and level of customization.
- It is positioned as a premium enterprise solution, making it most suitable for large organizations with complex needs.
- BMC Helix (BMC Software):
- BMC uses a modular pricing structure where costs vary based on selected features and user count.
- It is typically in the same pricing tier as ServiceNow, making it suitable for large enterprises. Read our comparison of ServiceNow vs BMC.
- Atlassian Jira Service Management:
- Jira is one of the most affordable ITSM tools, with transparent pricing starting at $20 per user/month for the standard plan.
- It is cost-effective for small to mid-sized businesses. Read our comparison between ServiceNow vs Atlassian.
- Zendesk:
- Zendesk’s ITSM offerings start at around $19 per agent per month and offer scalable plans for businesses of all sizes.
- It is more affordable for companies focused on service desk operations and customer support.
- IBM Maximo:
- Pricing for IBM Maximo varies depending on deployment (cloud or on-premises) and the range of modules needed.
- It can be expensive for asset-heavy industries but is cost-effective for organizations needing comprehensive Enterprise Asset Management (EAM).
- Cherwell (Ivanti):
- Cherwell offers flexible licensing, including perpetual and subscription-based pricing.
- It is generally more affordable than ServiceNow and BMC, making it a strong choice for mid-sized businesses.
Key Takeaway:
- ServiceNow and BMC Helix lead the market for enterprise-grade solutions but come at a higher cost.
- Jira Service Management and Zendesk offer affordable options for smaller businesses.
- Cherwell and IBM Maximo cater to organizations with specific needs like customization or asset management.
2. Features
Feature | ServiceNow | BMC Helix | Jira Service Management | Zendesk | IBM Maximo | Cherwell (Ivanti) |
---|---|---|---|---|---|---|
Incident Management | Yes | Yes | Yes | Yes | Basic | Yes |
Change and Release Management | Yes | Yes | Limited | Limited | Yes | Yes |
Asset Management | Yes | Yes | Limited | Basic | Excellent | Yes |
Automation | Advanced | Advanced | Moderate | Moderate | Moderate | Customizable |
Workflow Customization | Highly Customizable | Highly Customizable | Moderate | Moderate | Moderate | Highly Customizable |
AI and Analytics | Advanced AI, Predictive Insights | Advanced AI | Basic | Basic | Moderate | Moderate |
Integration Capabilities | Extensive | Extensive | Strong with Atlassian Tools | Strong | Limited | Strong |
User Interface | Intuitive, Modern | Modern | Easy-to-Use | Easy-to-Use | Complex | Flexible but dated |
Key Takeaways:
- ServiceNow and BMC Helix stand out for their advanced ITIL-based workflows, extensive automation, and AI-driven insights.
- Jira Service Management excels in agile and DevOps workflows but lacks advanced ITSM features.
- Zendesk is strong for service desk functions and customer-facing support but has limited ITSM capabilities.
- IBM Maximo specializes in asset and enterprise resource management, making it ideal for asset-heavy industries.
- Cherwell offers strong workflow customization and automation, making it highly flexible for mid-sized businesses.
3. Support
- ServiceNow:
- Offers 24/7 support with various plans, including Standard, Premium, and Enterprise support tiers.
- Extensive knowledge base, user community, and training via ServiceNow Learning Paths and certifications.
- BMC Helix:
- Provides 24/7 support with options for self-service, premium plans, and direct consultation.
- Offers in-depth documentation, knowledge bases, and expert consulting services.
- Atlassian Jira Service Management:
- Support options include Standard and Premium tiers, with response times based on plan selection.
- Strong online community support and comprehensive documentation.
- Zendesk:
- Provides multi-tiered support plans, including 24/7 live support and dedicated success managers for enterprise clients.
- Strong self-help features like guides, forums, and automated bots.
- IBM Maximo:
- Offers standard and premium support, with additional consulting available for complex deployments.
- Detailed documentation and knowledge bases, but support response times may vary.
- Cherwell (Ivanti):
- Offers flexible support options, including live support, training, and an active user community.
- Access to Ivanti technical resources for troubleshooting and implementation.
Key Takeaways:
- ServiceNow and BMC Helix excel in offering enterprise-level, 24/7 support, and robust learning resources.
- Jira Service Management and Zendesk focus on scalable support options with strong self-service tools.
- IBM Maximo and Cherwell provide solid support but may require additional consulting for complex use cases.
Conclusion
When comparing ServiceNow with its competitors, the choice depends on the size of the organization, budget, and specific business needs:
- ServiceNow is ideal for enterprises seeking a premium, feature-rich ITSM solution with advanced automation, AI capabilities, and scalability.
- BMC Helix rivals ServiceNow for large enterprises, especially those requiring deep ITIL support and predictive insights.
- Jira Service Management offers a cost-effective, agile-friendly solution for mid-sized businesses and DevOps teams.
- Zendesk excels in customer service and IT support operations for organizations prioritizing end-user experiences.
- IBM Maximo is tailored for asset-heavy industries requiring advanced asset and resource management.
- Cherwell provides flexibility and customization for mid-sized organizations with unique ITSM needs.
Organizations can make informed decisions that align with their goals, IT complexity, and budget by evaluating pricing, features, and support.
FAQ on ServiceNow Competitors
What is ServiceNow?
ServiceNow is a cloud-based platform that provides IT service management (ITSM) solutions. It helps organizations manage digital workflows for enterprise operations.
Who are the main competitors of ServiceNow?
The main competitors are BMC Helix ITSM, Cherwell Service Management, Ivanti Service Manager, and Jira Service Management.
How does BMC Helix ITSM compare to ServiceNow?
BMC Helix ITSM offers similar IT service management capabilities. It focuses on AI-driven automation and comprehensive service management features. BMC is known for its flexibility and strong integration capabilities.
What are the key features of Cherwell Service Management?
Cherwell Service Management provides ITSM solutions focusing on customization and ease of use. It offers capabilities such as incident management, change management, and self-service portals.
How does Ivanti Service Manager differ from ServiceNow?
Ivanti Service Manager is known for its strong asset management features. It combines IT service management with IT asset management, providing a unified platform for managing services and assets.
What makes Jira Service Management a competitor to ServiceNow?
Jira Service Management, developed by Atlassian, integrates seamlessly with Jira Software. It is popular for its agile approach to IT service management and strong collaboration features.
Are there any open-source alternatives to ServiceNow?
Yes, open-source alternatives include OTRS and GLPI. These platforms offer customizable IT service management solutions without licensing fees, but they may require more technical expertise to set up and maintain.
How do these competitors handle incident management?
Most competitors offer robust incident management capabilities. They provide tools for logging, tracking, and resolving incidents and features like automated workflows and real-time reporting.
What kind of customization options do ServiceNow competitors offer?
Competitors like Cherwell and BMC Helix ITSM are known for their strong customization options. They allow users to tailor workflows, dashboards, and reports to meet business needs.
How do these platforms support integration with other tools?
Most competitors support integration with a wide range of third-party tools. For example, BMC Helix ITSM and Ivanti Service Manager offer extensive integration capabilities through APIs and connectors.
What are the deployment options for ServiceNow competitors?
Competitors like BMC Helix ITSM and Cherwell offer cloud-based and on-premises deployment options, providing flexibility to meet organizational needs.
How do pricing models compare between ServiceNow and its competitors?
Pricing models vary significantly. ServiceNow typically follows a subscription-based model. Competitors like Jira Service Management offer tiered pricing, while open-source options like OTRS have no licensing fees but may incur costs for support and customization.
What support and training options are available for these competitors?
Most competitors offer comprehensive support and training options, including documentation, online tutorials, and customer support. Some, like BMC and Ivanti, provide dedicated training programs and certification courses.
How do these platforms ensure data security and compliance?
ServiceNow competitors prioritize data security and compliance with industry standards. They implement robust security measures to protect sensitive information, including encryption, access controls, and regular security audits.
What are the benefits of choosing a ServiceNow competitor?
Choosing a competitor can offer lower costs, better customization, and specific features that more closely align with your organization’s needs. Therefore, evaluating each platform based on your specific requirements and preferences is important.