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Top5 ServiceNow Competitors in 2023

servicenow

Top5 ServiceNow Competitors in 2023

The top 5 competitors of ServiceNow are:

  1. BMC Software: Known for BMC Helix ITSM, offering a range of IT service management solutions.
  2. Atlassian Jira Service Management: Popular for agile project management and IT service desk functionalities.
  3. Zendesk: Recognized for customer service and support tools with strong ITSM capabilities.
  4. IBM Maximo: Offers enterprise asset management and IT service management solutions.
  5. 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’s Competitors

ServiceNow’s Competitors

Understanding ServiceNow’s Market Position

ServiceNow, founded in 2004, has swiftly ascended as a leader in the ITSM space. The platform’s core strength lies in its comprehensive IT service management tools, designed to automate and streamline enterprise IT operations. Key offerings include:

  • Incident and Problem Management: Enabling quick resolution of IT issues and minimizing impact on business operations.
  • Change and Release Management: Facilitating efficient tracking and implementation of IT changes.
  • Asset and Configuration Management: Offering visibility into IT infrastructure, thus aiding in effective asset utilization and compliance.

Importance of Understanding Competitors for Businesses

Understanding competitors is crucial for businesses for several reasons. It helps companies understand their options and make informed decisions when choosing an ITSM platform.

In addition, it helps businesses understand their platform’s strengths and weaknesses compared to those of others in the market. This can guide strategic decisions, such as investing in additional features or switching to a different platform.

Detailed Overview of Major Competitors

Comprehensive Analysis of Top ServiceNow Competitors

Now that we’ve covered the basics, let’s delve into some of ServiceNow’s major competitors in the ITSM market.

Salesforce

Salesforce is a well-known player in the ITSM market, offering a range of cloud-based solutions for customer relationship management (CRM), sales, service, and more. Salesforce’s Service Cloud includes ITSM capabilities such as incident management, problem management, and knowledge management.

In my experience, Salesforce stands out for its strong CRM capabilities, which can be a significant advantage for businesses that want to integrate their ITSM and CRM processes. However, its ITSM capabilities may not be as comprehensive or mature as those of dedicated ITSM platforms like ServiceNow.

IBM

IBM is another major competitor in the ITSM market with its IBM Control Desk platform. IBM Control Desk offers a range of ITSM capabilities, including incident management, problem management, change management, and more.

One of the things I’ve appreciated about the IBM Control Desk is its strong focus on automation.

It includes features like automated incident routing and resolution, which can significantly improve efficiency. However, its user interface and user experience may not be as intuitive or user-friendly as other platforms.

Zendesk

Zendesk is a cloud-based customer service platform that also offers ITSM capabilities. Its ITSM features include incident management, problem management, change management, and more.

In my experience, Zendesk stands out for its strong customer service capabilities, which can be a significant advantage for businesses that want to integrate their ITSM and customer service processes.

However, like Salesforce, its ITSM capabilities may not be as comprehensive or mature as those of dedicated ITSM platforms.

SysAid

SysAid is a dedicated ITSM platform that offers a range of ITSM capabilities, including incident management, problem management, change management, and more.

In my experience, SysAid stands out for its ease of use and comprehensive features. It offers a good balance between functionality and user-friendliness, making it a good choice for businesses of all sizes.

However, it may not provide as much customization or integration capabilities as larger platforms like ServiceNow.

SolarWinds

SolarWinds is a well-known provider of IT management software, including ITSM solutions. Its ITSM platform, SolarWinds Service Desk, offers incident management, problem management, and change management features.

In my experience, SolarWinds stands out for its strong focus on IT operations management, with features like network monitoring and server monitoring integrated into the platform.

This can provide a more holistic view of your IT environment, which can be a significant advantage for IT operations teams. However, its user interface may not be as intuitive or modern as other platforms.

Comparing ServiceNow with its Competitors

Comparing ServiceNow with its Competitors

In my extensive experience in the IT industry, I’ve worked with various ITSM platforms. Each platform has its strengths and weaknesses, and the best choice depends on the business’s specific needs and circumstances.

Here, I’ll comprehensively compare ServiceNow’s significant competitors in terms of features, pricing, customer support, and user reviews.

Comparison of Features

Each ITSM platform offers unique features tailored to different business requirements. Here’s a detailed comparison:

ServiceNow:

  • Features: ServiceNow provides a comprehensive suite of ITSM features, including incident management, problem management, change management, and more. It excels in integration capabilities and offers a robust API for custom solutions.
  • Strengths: Extensive feature set, strong integration, and customization capabilities.
  • Weaknesses: It can be complex to implement and requires substantial training.

Salesforce:

  • Features: While primarily known for its CRM capabilities, Salesforce also offers ITSM features. However, these features might not be as comprehensive as ServiceNow’s.
  • Strengths: Excellent CRM integration and user-friendly interface.
  • Weaknesses: Less comprehensive ITSM functionality compared to ServiceNow.

IBM:

  • Features: IBM’s ITSM solutions focus heavily on automation and offer many features to streamline IT operations.
  • Strengths: Strong automation capabilities and robust enterprise features.
  • Weaknesses: The user interface may not be as intuitive, potentially requiring more training.

Zendesk:

  • Features: Zendesk is well-regarded for its customer service capabilities. It includes ITSM features but focuses more on customer support.
  • Strengths: Excellent customer service tools and user-friendly interface.
  • Weaknesses: ITSM features are not as comprehensive as ServiceNow’s.

SysAid:

  • Features: SysAid balances functionality and user-friendliness with ITSM features suitable for small to mid-sized businesses.
  • Strengths: Easy to use, good balance of features.
  • Weaknesses: Less customization and integration capabilities compared to ServiceNow.

SolarWinds:

  • Features: Known for its strong focus on IT operations management, SolarWinds provides solid ITSM capabilities, particularly in network and infrastructure monitoring.
  • Strengths: Strong IT operations management and good monitoring tools.
  • Weaknesses: The user interface may not be as modern or intuitive.

Comparison of Pricing

Pricing for ITSM platforms varies widely based on factors such as business size, number of users, and specific feature requirements. Here’s a general overview:

ServiceNow:

  • Pricing: ServiceNow is positioned as a premium ITSM solution, reflecting its comprehensive features and capabilities. It can be more expensive, making it a better fit for larger organizations with complex needs.

Salesforce:

  • Pricing: Salesforce tends to be more affordable for organizations already using its CRM platform, but adding ITSM features can increase costs.

IBM:

  • Pricing: IBM’s solutions are often priced for large enterprises, reflecting their extensive feature set and automation capabilities.

Zendesk:

  • Pricing: Zendesk offers a range of pricing plans that are generally more affordable, particularly for businesses focusing on customer service.

SysAid:

  • Pricing: SysAid is known for being cost-effective, making it a suitable option for small to mid-sized businesses.

SolarWinds:

  • Pricing: SolarWinds offers competitive pricing, which is especially attractive for businesses needing strong IT operations management capabilities.

Comparison of Customer Support

Customer support is crucial when selecting an ITSM platform. Here’s how the major competitors stack up:

ServiceNow:

  • Support: ServiceNow provides robust customer support, offering multiple communication channels and a large, active user community. They also provide extensive training resources.

Salesforce:

  • Support: Salesforce offers strong customer support, with dedicated support teams and comprehensive online resources, which are especially beneficial for existing Salesforce users.

IBM:

  • Support: IBM provides high-quality support tailored to large enterprises, with dedicated account managers and extensive resources.

Zendesk:

  • Support: Zendesk is known for excellent customer support and offers a wide range of support options, including live chat, email, and a comprehensive knowledge base.

SysAid:

  • Support: SysAid provides good customer support, with various training options and a supportive user community.

SolarWinds:

  • Support: SolarWinds offers robust support, particularly in technical assistance and network management.

Conclusion

When comparing ServiceNow to its competitors, it’s essential to consider your organization’s specific needs.

ServiceNow stands out for its comprehensive features and robust integration capabilities, making it ideal for larger, more complex organizations. However, competitors like SysAid and SolarWinds offer more affordable and user-friendly alternatives, especially for smaller businesses.

Salesforce and Zendesk provide strong CRM and customer service integrations, respectively, while IBM excels in automation for large enterprises. Each platform offers unique advantages, and the best choice will depend on your organization’s specific requirements and resources.

Top 10 Real-Life Use Cases for ServiceNow Competitors and Comparison with ServiceNow

Top 10 Real-Life Use Cases for ServiceNow Competitors and Comparison with ServiceNow

BMC Helix ITSM in a Global Enterprise

Use Case:

A global enterprise uses BMC Helix ITSM to manage IT service requests and automate workflows.

How It Helps:

  • Automates repetitive tasks.
  • Provides AI-driven insights for better decision-making.
  • Ensures consistency across global operations.

Money and Time Saved:

  • Reduces manual labor, saving hours of work weekly.
  • Decreases downtime with proactive issue resolution.

Benefits:

  • Improved service delivery.
  • Enhanced user satisfaction.

ServiceNow Comparison:

ServiceNow offers similar automation and AI capabilities but may require more customization for global standardization. BMC is often preferred for its flexibility in large, diverse environments.

Cherwell Service Management in a Healthcare Organization

Use Case:

A healthcare organization leverages Cherwell Service Management to handle IT service requests and compliance tracking.

How It Helps:

  • Simplifies compliance with healthcare regulations.
  • Provides customizable workflows to meet specific needs.

Money and Time Saved:

  • Cuts down on compliance management costs.
  • Streamlines service request handling, reducing resolution time.

Benefits:

  • Ensures regulatory compliance.
  • Increases operational efficiency.

ServiceNow Comparison:

ServiceNow also supports compliance and customizable workflows, but Cherwell’s ease of use and lower entry costs make it attractive for smaller healthcare providers.

Ivanti Service Manager for a Retail Chain

Use Case:

A retail chain uses Ivanti Service Manager to manage IT assets and service requests across multiple locations.

How It Helps:

  • Integrates IT asset management with service management.
  • Tracks and manages IT inventory efficiently.

Money and Time Saved:

  • Reduces asset tracking costs.
  • Minimizes service request handling time.

Benefits:

  • Better control over IT assets.
  • Enhanced service delivery.

ServiceNow Comparison:

ServiceNow offers robust IT asset management but may come at a higher cost. Ivanti is often chosen for its integrated approach and cost-effectiveness.

Jira Service Management in a Software Development Company

Use Case:

A software development company uses Jira Service Management to handle IT service requests and development-related issues.

How It Helps:

  • Integrates seamlessly with Jira Software.
  • Supports agile methodologies for ITSM.

Money and Time Saved:

  • Reduces issue resolution time.
  • Enhances collaboration between IT and development teams.

Benefits:

  • Streamlined IT and development processes.
  • Improved project management.

ServiceNow Comparison:

ServiceNow can integrate with development tools but may not be as tightly integrated as Jira Service Management. Jira is preferred for its agile approach and integration with development workflows.

OTRS in a Public Sector Organization

Use Case:

A public sector organization uses OTRS to manage citizen service requests and internal IT support.

How It Helps:

  • Customizable to meet public sector requirements.
  • Supports transparency and accountability.

Money and Time Saved:

  • Reduces costs with open-source licensing.
  • Streamlines request handling, reducing response times.

Benefits:

  • Increased transparency in service delivery.
  • Lower operational costs.

ServiceNow Comparison:

ServiceNow offers more out-of-the-box functionality and support but at a higher cost. OTRS is favored for its cost-effectiveness and flexibility in public sector environments.

Freshservice in a Mid-sized Business

Use Case:

A mid-sized business uses Freshservice to manage IT service requests and automate workflows.

How It Helps:

  • User-friendly interface simplifies adoption.
  • Automates routine IT tasks.

Money and Time Saved:

  • Reduces training costs.
  • Cuts down on manual task handling time.

Benefits:

  • Quick implementation.
  • Improved service delivery.

ServiceNow Comparison:

ServiceNow provides more advanced features and scalability but can be more complex to implement. Freshservice is often chosen for its simplicity and quick deployment.

SolarWinds Service Desk in a Manufacturing Company

Use Case:

A manufacturing company uses SolarWinds Service Desk to handle IT service requests and track IT assets.

How It Helps:

  • Integrates service management with IT asset tracking.
  • Provides real-time visibility into IT assets and issues.

Money and Time Saved:

  • Reduces asset management costs.
  • Improves response times for IT issues.

Benefits:

  • Better IT asset utilization.
  • Enhanced service management.

ServiceNow Comparison:

ServiceNow offers comprehensive IT asset management but at a higher cost. SolarWinds is preferred for its cost-effectiveness and integration capabilities in manufacturing settings.

ManageEngine ServiceDesk Plus in an Educational Institution

Use Case:

An educational institution uses ManageEngine ServiceDesk Plus to manage IT support and service requests.

How It Helps:

  • Offers a comprehensive suite of ITSM tools.
  • Supports easy customization to fit educational needs.

Money and Time Saved:

  • Reduces IT support costs.
  • Streamlines service request resolution.

Benefits:

  • Improved IT support for students and staff.
  • Enhanced operational efficiency.

ServiceNow Comparison:

ServiceNow provides extensive features but may be overkill for smaller institutions. ManageEngine is often chosen for its affordability and tailored features for education.

SysAid in a Non-Profit Organization

Use Case:

A non-profit organization uses SysAid to handle IT service management and asset tracking.

How It Helps:

  • Affordable solution for budget-conscious organizations.
  • Integrates IT service management with asset management.

Money and Time Saved:

  • Reduces IT management costs.
  • Improves efficiency in handling IT issues.

Benefits:

  • Cost-effective IT management.
  • Better resource allocation.

ServiceNow Comparison:

ServiceNow offers more advanced features and support but at a higher price point. SysAid is favored for its affordability and integration capabilities in non-profit settings.

Zendesk in a Customer Support Center

Use Case:

A customer support center uses Zendesk to manage customer inquiries and IT service requests.

How It Helps:

  • Provides a unified platform for customer and IT support.
  • Offers robust reporting and analytics.

Money and Time Saved:

  • Reduces costs with integrated support management.
  • Improves response times for customer inquiries.

Benefits:

  • Enhanced customer satisfaction.
  • Streamlined support operations.

ServiceNow Comparison:

ServiceNow offers extensive ITSM capabilities but may be more complex and costly. Zendesk is preferred for its user-friendly interface and strong focus on customer 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 include 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 like 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, with 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 align more closely with your organization’s needs. Evaluating each platform based on your specific requirements and preferences is important.

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Author

  • Fredrik Filipsson

    Fredrik Filipsson brings two decades of Oracle license management experience, including a nine-year tenure at Oracle and 11 years in Oracle license consulting. His expertise extends across leading IT corporations like IBM, enriching his profile with a broad spectrum of software and cloud projects. Filipsson's proficiency encompasses IBM, SAP, Microsoft, and Salesforce platforms, alongside significant involvement in Microsoft Copilot and AI initiatives, improving organizational efficiency.

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