ServiceNow and Freshservice compete in the IT Service Management (ITSM) category. ServiceNow appears to have the upper hand with its extensive customization capabilities and flexibility, though Freshservice provides a more straightforward and user-friendly experience.
Features: ServiceNow offers flexibility with pre-built ITIL processes, visual workflows, and extensive configurability. It provides tailored solutions with active community support and frequent updates. Freshservice is known for its user-friendly interface, simple notification systems, and efficient automation capabilities, making it easy to set up with minimal configuration.
Room for Improvement: ServiceNow's complex customization options can affect stability, and the licensing model may be costly. Enhancing documentation and integrating non-IT functions could benefit users. Freshservice could improve its customization and integration for larger workflows and expand advanced project management features.
Ease of Deployment and Customer Service: ServiceNow offers flexible deployment options in public, private, and hybrid clouds but can lead to complex processes. It has active community support but faces criticism over slow technical assistance. Freshservice’s cloud deployment ensures faster setups and quick support responses, though it may lack advanced technical expertise.
Pricing and ROI: ServiceNow is expensive, offering complex licensing but potentially high ROI through streamlined processes. Freshservice provides more affordable and straightforward pricing plans, suitable for organizations with moderate ITSM needs, yielding cost-effective results in smaller environments.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
I rate the technical support of ServiceNow as a nine on a scale of one to ten.
Freshservice is easy to use for scalability.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
It is cloud-based, so it is highly scalable and performs well.
I rate the stability of ServiceNow as a nine on a scale of one to ten.
ServiceNow is already a stable tool.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
