ServiceNow Competitors: Listing 8 Best ServiceNow Rivals
Introduction
If you are considering implementing a cloud-based IT service management platform, you may have come across ServiceNow as a leading player in the market.
However, exploring the competition and understanding what alternatives are available is always important. This article will provide an overview of ServiceNow competitors and why they are worth considering.
Overview of ServiceNow and its market position
ServiceNow is a cloud-based IT service management platform that offers various features to streamline digital workflows and improve efficiency. It has a strong market position, with a large customer base in industries like technology, healthcare, and financial services. The company has experienced significant growth and has a solid financial standing.
Why Do We Need ServiceNow Competitors?
ServiceNow is a market leader, but you should also consider other vendors in the space if you’re looking for the best fit for your company. ServiceNow competitors offer similar solutions to automate and manage IT services but may have different product offerings and pricing structures. Exploring these alternatives can help you find a solution that aligns better with your requirements.
Some notable ServiceNow competitors include BMC, Zendesk, Jira (Atlassian), Cherwell Software, and Oracle. Each of these competitors brings unique features and capabilities, and comparing them can help you make an informed decision.
In conclusion, understanding the landscape of ServiceNow competitors is crucial when evaluating options for your IT service management needs. By exploring alternatives, you can find the best solution that meets your business requirements and offers the right balance of features, pricing, and support.
If you are considering ServiceNow as your IT service management (ITSM) solution, it’s important to be aware of its competitors. One of the main competitors to ServiceNow is BMC Remedy.
1. BMC Remedy
BMC Remedy is a popular IT service management (ITSM) software suite. It is designed to help organizations manage their IT services and support processes effectively.
BMC Remedy provides various modules and features for incident management, problem management, change management, asset management, service catalog, and more.
BMC Remedy Overview
BMC Remedy is a comprehensive ITSM platform offering on-premises and cloud-based solutions. It provides many features and capabilities, including incident management, problem management, change management, asset management, and service level management.
BMC Remedy is known for its scalability and flexibility, making it suitable for organizations of all sizes. It enables organizations to streamline IT operations, improve service delivery, and enhance customer satisfaction.
Comparison of BMC Remedy with ServiceNow
When comparing BMC Remedy with ServiceNow, there are several factors to consider:
- Customization: Both BMC Remedy and ServiceNow offer customization options, but ServiceNow is often considered more flexible regarding customization and configuration management database (CMDB) features.
- Ease of use: BMC Remedy is generally simpler to set up and use than ServiceNow, which has more advanced customization options.
- Reporting capabilities: BMC Remedy is praised for its excellent dashboards and reports, while ServiceNow offers more sophisticated reporting options, such as ticket routing and surveys.
- Pricing: Both solutions can vary depending on specific requirements and licensing options. It’s important to carefully evaluate the pricing structure of each platform to ensure it aligns with your budget.
The choice between BMC Remedy and ServiceNow will depend on your organization’s specific needs and preferences. It’s recommended to thoroughly evaluate both platforms by considering factors such as functionality, ease of use, customization options, and pricing before deciding.
2. Atlassian Jira Service Management
Atlassian Jira Service Management is a powerful alternative to ServiceNow. Jira Service Management is a comprehensive IT service management (ITSM) solution that combines development, IT, and business teams on one flexible platform.
With Jira Service Management, you can deliver great service fast while lowering costs and improving employee experience.
Atlassian Jira Service Management Overview
Atlassian Jira Service Management is a powerful solution that helps teams deliver excellent customer service. It provides a centralized platform for handling requests, incidents, and problems, allowing teams to efficiently manage and resolve customer issues.
Key features of Atlassian Jira Service Management include:
- Request Management: Teams can receive and manage customer requests through email, self-service portals, and chat integrations. Requests can be tracked, prioritized, assigned, and resolved in a structured manner.
- Incident Management: Jira Service Management enables teams to respond to and resolve incidents effectively. It supports incident categorization, impact analysis, and escalation management. Incident reports and metrics help teams identify trends and improve incident response processes.
- Problem Management: With Jira Service Management, teams can identify the root causes of recurring incidents and implement long-term solutions. Problem records can be created, tracked, and linked to related incidents for better visibility and resolution.
- Change Management: The platform facilitates controlled and efficient change management processes. Teams can plan, track, and implement changes with minimal service disruption. Change approvals, impact assessments, and rollback options ensure the stability of IT services.
- Knowledge Base: Jira Service Management allows teams to create and maintain a knowledge base to provide self-service options for customers. Agents and customers can easily create, organize, and access articles, FAQs, and documentation.
- SLA Management: Service Level Agreements (SLAs) can be defined and managed within Jira Service Management. Teams can set response and resolution time targets for different requests or incidents, ensuring timely service delivery.
- Reporting and Analytics: The platform provides built-in reporting and analytics capabilities to track team performance, measure customer satisfaction, and identify areas for improvement. Dashboards and metrics help teams make data-driven decisions.
Atlassian Jira Service Management offers flexibility, scalability, and integrations with other Atlassian products like Jira Software and Confluence.
It is widely used by IT service desks, customer support teams, and other service-oriented departments to streamline their service management processes and enhance customer satisfaction.
Comparison of Atlassian Jira with ServiceNow
When comparing Atlassian Jira Service Management with ServiceNow, there are several key factors to consider:
- Pricing: Atlassian Jira Service Management offers transparent and easy-to-understand pricing. You only pay per agent, and there are no additional fees for deploying new modules or expanding to other business teams outside of IT.
- Implementation Time: With an average implementation time of under 6 months, Jira Service Management allows you to start quickly and efficiently.
- User Experience: Jira Service Management provides a powerful yet user-friendly platform with a low code editor and a drag-and-drop interface. This flexibility allows teams to work how they want while staying aligned with their organization.
- Integration: Jira Service Management seamlessly integrates with development tools like Jira Software and Bitbucket, making it easier for teams to collaborate and streamline workflows.
- Customer Trust: Trusted by over 45,000 customers worldwide, Atlassian is rapidly becoming the main hub of team connections. With Jira Service Management, you can find information, collaborate effectively, and deliver more value to your customers.
Atlassian Jira Service Management offers a robust, cost-effective alternative to ServiceNow. Its powerful features, easy implementation, and strong customer trust make it a compelling choice for organizations looking to enhance their IT service management practices.
If you are looking for alternatives to ServiceNow, one popular option is Salesforce Service Cloud.
3. Salesforce
Salesforce is a cloud-based customer relationship management (CRM) platform that helps businesses manage their sales, marketing, and customer service operations. It provides a suite of tools and features to streamline and automate various business processes related to customer management and engagement.
Salesforce offers sales force automation, lead management, opportunity management, marketing automation, customer service, analytics, and more modules. It allows organizations to track customer interactions, manage sales pipelines, automate marketing campaigns, and provide personalized customer support.
Salesforce is known for its scalability, flexibility, and extensive third-party integrations and applications ecosystem.
Salesforce Service Cloud Overview
Salesforce Service Cloud is an industry-leading customer support platform that helps businesses deliver fast and reliable case resolutions. It offers case management, incident management, knowledge management, and omnichannel routing features.
With Salesforce Service Cloud, you can resolve customer issues across any channel and increase customer satisfaction. The highly customizable platform allows you to personalize workflows to reflect your customer support and business processes.
It provides a holistic and 360-degree view of every customer, giving your agents all the information they need to resolve issues quickly. Powered by AI, Salesforce Service Cloud allows you to automate business processes with intelligent workflows.
Comparison of Salesforce Service Cloud with ServiceNow
When comparing Salesforce Service Cloud with ServiceNow, it’s important to consider their core features, integrations, pricing, and ease of use. Both platforms offer various customer support tools but have distinct characteristics and capabilities.
Salesforce Service Cloud surpasses ServiceNow in most feature categories, especially regarding customer service tools that help agents respond quickly and efficiently. It also allows businesses to automate service processes, from intelligent call routing to capturing customer data.
Ultimately, the choice between Salesforce Service Cloud and ServiceNow depends on your specific needs and preferences. It’s recommended to evaluate both platforms thoroughly before making a decision.
If you are considering alternatives to ServiceNow, Salesforce Service Cloud is a strong contender. Its industry-grade customer service tools and customizable workflows make it a popular choice for businesses looking to improve their customer support processes.
4. Cherwell Service Management
Cherwell Service Management is an IT service management (ITSM) software solution that helps organizations manage their IT services and support processes effectively. It provides a comprehensive set of tools and features for incident management, problem management, change management, asset management, service catalog, and more.
Cherwell Service Management allows teams to automate workflows, track and resolve issues, collaborate on problem resolution, and improve service delivery. It offers customizable dashboards, reporting capabilities, and integration options to enhance productivity and efficiency.
Cherwell Service Management is known for its flexibility, ease of use, and ability to adapt to various business requirements.
Cherwell Service Management Overview
Cherwell Service Management is a strong contender if you seek an alternative to ServiceNow. Cherwell offers a comprehensive IT service management solution that helps organizations streamline their IT operations and improve customer satisfaction.
Cherwell Service Management provides many features, including incident management, problem management, change management, asset management, and service catalog. It also offers self-service capabilities, allowing users to easily submit and track their requests.
Cherwell’s ease of use is one of its key advantages. The highly customizable platform can be tailored to meet your organization’s specific needs. It also offers a user-friendly interface that makes it easy for IT professionals and end-users to navigate and utilize the system effectively.
Comparison of Cherwell Service Management with ServiceNow
Cherwell Service Management and ServiceNow differ in a few key ways. These platforms differ in pricing, scalability, and user experience, even though they offer similar features and functionalities.
Cherwell’s pricing structure is one of its advantages. Cherwell offers more affordable pricing options than ServiceNow, making it suitable for small to medium-sized businesses with limited budgets.
Cherwell also stands out for its scalability. Cherwell’s platform is highly scalable and can accommodate the growth of your organization without compromising performance. This scalability makes it an ideal choice for businesses that anticipate future expansion.
In terms of user experience, Cherwell provides a more intuitive interface that requires less training for users to become proficient. This ease of use can result in faster adoption and increased organizational productivity.
Cherwell Service Management is worth considering if you seek a cost-effective and scalable alternative to ServiceNow. Its user-friendly interface and comprehensive feature set make it a strong competitor in IT service management.
5. Freshservice
Freshservice is a cloud-based IT service management (ITSM) software that helps organizations manage their IT services and support. It offers ticketing, asset management, service catalog, knowledge base, and automation features.
Freshservice is designed to streamline IT operations and improve the efficiency of IT teams in delivering quality support to end-users.
Freshservice Overview
Freshservice is a cloud-native service management solution that offers efficiency and agility through AI to create a contextual and intelligent experience. It empowers employees to work wherever and whenever needed, providing integrations and workflows at an enterprise scale.
Freshservice has many valuable key features, including intelligent service management, customized workflows, and 24/7 support.
Comparison of Freshservice with ServiceNow
When comparing Freshservice with ServiceNow, there are several factors to consider. While both solutions offer service management capabilities, there are some key differences.
- Ease of use: Freshservice is known for its user-friendly interface and intuitive navigation. It doesn’t require extensive training or reading manuals to figure out how to use the product. On the other hand, ServiceNow may have a steeper learning curve for users unfamiliar with the platform.
- Customization: Freshservice allows organizations to customize workflows and automate processes, making management more efficient. It offers out-of-the-box features that enable quick deployment and easier adoption at scale. ServiceNow also provides customization options but may require more technical expertise.
- Scalability: ServiceNow is often favored for its scalability and stability. It can handle large-scale operations and offers various tools and applications to support various business processes. Freshservice is scalable but may be better suited for smaller to mid-sized organizations.
- Pricing: Pricing can vary between Freshservice and ServiceNow depending on the specific needs and requirements of the organization. Evaluating and comparing the pricing structure with your budget is important before deciding.
Freshservice and ServiceNow offer valuable service management solutions but have different strengths and considerations. Assessing your organization’s unique requirements is important to determine which solution is most appropriate for your business.
6. Ivanti Service Manager
Ivanti Service Manager is a software solution that helps organizations manage and automate IT service management processes. It provides tools for incident management, problem management, change management, asset management, and other IT service management activities.
Ivanti Service Manager Overview
If you’re looking for a competitive alternative to ServiceNow, Ivanti Service Manager is worth considering. Ivanti Service Manager is a comprehensive IT service management (ITSM) solution that offers a range of features to help organizations streamline their IT operations and improve customer experiences.
With Ivanti Service Manager, you can efficiently track, assign, and resolve customer inquiries and support requests through its comprehensive ticket management system.
The software also provides robust asset management functionalities, allowing you to maintain accurate inventories and optimize resource utilization within your organization.
Ivanti Service Manager offers an intuitive self-service portal that empowers end users to resolve common issues without direct assistance. This feature enhances efficiency and reduces the burden on your IT support team.
Additionally, Ivanti Service Manager offers powerful reporting tools that enable you to gain valuable insights into your IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.
Comparison of Ivanti Service Manager with ServiceNow
ServiceNow and Ivanti Service Manager can be compared based on several factors. While both solutions offer robust ITSM capabilities, there are some key differences in features, pricing, ease of use, and scalability.
Ivanti Service Manager provides a comprehensive set of features tailored to meet the needs of organizations of all sizes. Its user-friendly interface and intuitive design make it easy to navigate and implement within your organization. Additionally, Ivanti Service Manager offers flexible pricing options accommodating different budgets.
On the other hand, ServiceNow is a leading cloud-based solution provider that offers a wide range of enterprise solutions beyond ITSM. It provides extensive integration capabilities and has a large user community. However, it may have a steeper learning curve for new users and higher licensing costs than the Ivanti Service Manager.
Ultimately, the choice between Ivanti Service Manager and ServiceNow depends on your specific requirements and preferences. Evaluating both solutions based on your organization’s needs and comparing them thoroughly to determine the best fit for your business is recommended.
7. Micro Focus ITSM
Micro Focus ITSM (Information Technology Service Management) is a comprehensive suite of software solutions designed to help organizations manage their IT services and support processes efficiently.
It offers a range of modules and features that facilitate incident management, problem management, change management, service catalog management, asset management, and more.
Micro Focus ITSM enables organizations to streamline IT service delivery, improve customer satisfaction, and enhance overall IT governance and compliance.
Micro Focus ITSM Overview
If you are considering alternatives to ServiceNow for your IT service management needs, one option worth exploring is Micro Focus ITSM. Micro Focus ITSM is a comprehensive IT service management platform offering various features to help organizations streamline their IT processes and improve efficiency.
Micro Focus ITSM provides incident management, problem management, change management, and service catalog management capabilities. It also offers a user-friendly interface and customizable workflows, allowing you to tailor the platform to your requirements.
Comparison of Micro Focus ITSM with ServiceNow
When comparing Micro Focus ITSM with ServiceNow, several factors must be considered. While both platforms offer similar functionalities, some features and pricing differ.
One advantage of Micro Focus ITSM is its cost-effectiveness. It offers competitive pricing options that may be more affordable for small to medium-sized businesses than ServiceNow.
Additionally, Micro Focus ITSM has a reputation for being highly customizable. It allows you to tailor the platform to your organization’s unique needs and workflows, providing greater flexibility in managing your IT services.
On the other hand, ServiceNow is known for its extensive ecosystem and integration capabilities. It offers various integrations with third-party tools and services, allowing seamless connectivity across different systems.
Ultimately, the choice between Micro Focus ITSM and ServiceNow depends on your specific requirements and budget. Consider cost, customization options, integration capabilities, and scalability when deciding.
In conclusion, if you are looking for an alternative to ServiceNow for your IT service management needs, Micro Focus ITSM is worth considering. It offers comprehensive features, cost-effectiveness, and customization options that can help streamline your IT processes.
8. Zendesk
Zendesk is a customer service software company that provides a cloud-based platform for customer support, ticketing, and communication.
It offers various tools and features to help businesses manage customer inquiries, track support tickets, provide self-service resources, and analyze customer data. Zendesk’s goal is to streamline and improve customer service operations for businesses of all sizes.
Zendesk Overview
Zendesk is a customer service software company that provides a cloud-based customer support platform. It offers various tools and features to help businesses manage and improve customer service operations. Here is a detailed overview of Zendesk:
- Ticket Management: Zendesk allows businesses to efficiently manage customer inquiries and issues by organizing them into tickets. Tickets can be created through various channels such as email, chat, phone, or social media, and they can be assigned to specific agents or teams for resolution.
- Omnichannel Support: Zendesk enables businesses to provide support across multiple channels, including email, chat, phone, social media, and self-service portals. This ensures customers can seek help through their preferred channel and receive consistent support.
- Knowledge Base: Zendesk provides a knowledge base feature where businesses can create and store articles, FAQs, and other resources to help customers find answers to their questions or troubleshoot common issues independently. This self-service option reduces the number of support requests and empowers customers to find solutions independently.
- Automation and Workflows: Zendesk allows businesses to automate repetitive tasks and create workflows to streamline customer support processes. This includes ticket routing, automated responses, and escalation rules, which help ensure customer inquiries are handled efficiently and promptly.
- Reporting and Analytics: Zendesk provides robust reporting and analytics capabilities to help businesses track key customer service metrics and gain insights into their support operations. Users can generate reports on ticket volume, response times, customer satisfaction ratings, and more, allowing them to identify areas for improvement and make data-driven decisions.
- Integrations: Zendesk integrates with various third-party applications, such as CRM systems, project management tools, and e-commerce platforms, to enhance its functionality and provide a seamless business experience. These integrations allow data synchronization, ticket creation from external sources, and improved collaboration across different systems.
- Customization and Branding: Zendesk offers customization options that allow businesses to tailor the customer support experience to their brand. This includes customizing the look and feel of the support portal, adding company branding elements, and creating personalized email templates.
- Mobile Support: Zendesk provides mobile apps for iOS and Android devices, allowing agents to stay connected and provide support on the go. Customers can access self-service resources and submit support requests through the mobile app, ensuring a seamless device experience.
Zendesk is a comprehensive customer service platform that helps businesses deliver exceptional support experiences. Its range of features, flexibility, and integrations make it a popular choice for companies of all sizes across various industries.
Comparison Between Zendesk and ServiceNow
- Zendesk and ServiceNow are popular customer service management platforms offering various features to help businesses manage customer support and streamline operations. While they share some similarities, key differences exist between the two platforms.
- Zendesk is primarily focused on providing customer support and ticketing solutions. It offers a user-friendly interface, making it easy for customer service agents to manage and respond to customer queries.
- Zendesk allows businesses to create and track support tickets, manage customer interactions through various channels like email, chat, and social media and provides analytics and reporting tools to measure performance. It also offers self-service options like knowledge bases and community forums for customers to find answers to their questions independently.
- On the other hand, ServiceNow is a more comprehensive platform that goes beyond customer support and ticketing. It is an enterprise-level service management platform encompassing IT service management, HR service delivery, security operations, and more.
- ServiceNow offers various modules and functionalities to help businesses streamline their internal processes and improve efficiency. It provides features in incident management, problem management, change management, asset management, and workflow automation.
- Regarding scalability, both Zendesk and ServiceNow can handle large volumes of customer requests. However, ServiceNow’s robust architecture and extensive capabilities make it more suitable for larger organizations with complex service management needs.
- Regarding pricing, Zendesk offers different pricing tiers based on the features and functionalities required by the business. The pricing starts at a lower cost than ServiceNow, making it more accessible for small to medium-sized businesses. ServiceNow, an enterprise-level platform, generally has higher pricing and is typically used by larger organizations.
- Integration capabilities are another factor to consider. Zendesk offers a wide range of integrations with other popular tools and platforms, such as Salesforce, Slack, and Jira, making it easy to connect with existing systems. ServiceNow also provides integration capabilities but is more focused on its ecosystem.
- Lastly, the two platforms’ user interface and user experience may differ. Zendesk provides a clean and intuitive interface that is easy to navigate, while ServiceNow’s interface can be more complex due to its extensive functionalities.
While both Zendesk and ServiceNow are powerful customer service management platforms, the choice between the two depends on the specific needs of the business.
Zendesk focuses more on customer support and ticketing, providing an accessible solution for smaller businesses. With its broader range of functionalities, ServiceNow is better suited for larger organizations with complex service management requirements.
Conclusion
In conclusion, branding your business is essential for standing out in a competitive market. It helps distinguish your business from competitors and makes it more recognizable to customers. You can create a point of difference that sets you apart from the competition by showcasing your unique values, story, and brand promise. Investing in consistent branding makes your brand more memorable and fosters customer trust.
When it comes to ServiceNow’s competitors, there are several key players in the IT service management market. Some notable competitors are BMC, Zendesk, Jira (Atlassian), Cherwell software, and Oracle. While they may offer different product offerings, they all aim to help businesses automate and manage their IT services.
ServiceNow has a strong market share, economies of scale, and a solid brand. Its business model revolves around selling subscriptions to its cloud-based IT service management platform and offering professional services for implementation and customization. The company focuses on continuous innovation, research, and development to stay ahead.
ServiceNow’s main competitive advantages are its scale, market share, customer retention rates, and continuous innovation. When choosing the right ITSM solution for your business, it’s important to consider product offerings, customer support, scalability, and pricing factors.
Summary of the key differences between ServiceNow and its competitors
- ServiceNow is a Platform as a Service (PaaS) company, while some competitors are Software as a Service (SaaS) providers.
- ServiceNow has a larger market share and economies of scale than its competitors.
- ServiceNow focuses on service management, while competitors may have a broader range of solutions.
- ServiceNow invests heavily in research and development (R&D) to drive continuous innovation.
FAQ (Frequently Asked Questions) about choosing the right ITSM solution
- What factors should I consider when choosing an ITSM solution?
- Product offerings and features
- Scalability and flexibility
- Customer support and training
- Integration capabilities
- Pricing and licensing options
- How does ServiceNow compare to its competitors in terms of pricing?
- Pricing varies depending on the specific needs and requirements of your business. It’s recommended to contact the respective vendors for detailed pricing information.
- Can I customize the ITSM solution to fit my business needs?
- Most ITSM solutions, including ServiceNow and its competitors, offer customization options to tailor the platform to your requirements.
- How important is customer support when choosing an ITSM solution?
- Customer support is crucial for a smooth implementation and ongoing usage of the ITSM solution. It’s important to consider the vendor’s level of support, including response times and availability.
- Can I integrate the ITSM solution with other systems and tools?
- Integration capabilities vary between ITSM solutions. Evaluating the integration options and compatibility with your existing systems and tools is important.
Remember, choosing the right ITSM solution requires careful consideration of your business needs, budget, and long-term goals. Evaluating multiple vendors, requesting demos, and gathering feedback from other users before deciding is recommended.
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