Technology is now deeply embedded into every facet of organizations, an integral part of daily lives and operations. Therefore, it requires careful maintenance to ensure that it works continuously. This is where IT service management or ITSM comes in.
You may have heard before that ITSM is dead. But this cannot be more wrong. Now is as good a time as any to implement it with reliable IT service management software. Freshservice and ServiceNow are two solutions that can step up to the plate. In this article, we will look at their core features, pricing, ease of use and implementation, as well as integrations. By the end of this article, you should be able to get a much clearer idea of how the platforms work. Thus, you can decide which is best for your business.
Freshservice vs. ServiceNow Comparison Table of Contents
ITSM is all about planning, delivering, and supporting IT services. These are essential procedures that keep an organization’s workflow smooth. Yet, despite the IT in the name, ITSM is focused on the needs of the end-user.
And with the increase in the number of hybrid and remote workers, the importance of ITSM has become more apparent. In fact, ITSM ticket volumes increased by more than 35% in 2020. This is a huge jump from the historical volume increase of only 3% to 5% every year.
Companies are realizing that using ITSM software solutions can help them manage this unprecedented jump in the volume of tickets. This is why the ITSM software market size is expected to grow to $5358.3 million by 2028.
There are hundreds of players in this industry. But only a handful can be considered as top players. Indeed, ServiceNow and Freshservice by Freshworks are among them.
It makes sense, then, to take an in-depth look at the capabilities of these platforms. Of course, we will also look into their integrations, pricing, and ease of use. This is to help you determine which between the two is great for your organization.
Overview of Freshservice and ServiceNow
Freshservice
Freshservice is a leading customer support software by Freshworks. ITSM is only one of its many features. With this, you can integrate all service channels to provide end-users with seamless experiences.
Along with that, Freshservice offers incident management. It ensures speedy service because of its best-in-class AI routing capability. This helps IT technicians manage tickets and incidents as well as empowers them to provide the best experience possible.
Other tools that Freshservice offers are problem management, change and release management, and service request management. Along with these are IT service desk, IT project management, IT asset management, ITOM, automation, and reporting. Together, these make up a modern and intelligent ITSM solution. If you want to have a more in-depth look at the software, you can compare Freshdesk vs. Freshservice.
Freshservice
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ServiceNow
ServiceNow is offers a consolidated ITSM solution. If your IT department has had to rely on tools scattered on various platforms, this changes it. In this way, you can systematize policies and the delivery of services.
Additionally, ServiceNow harnesses the power of AI to improve IT productivity. This means that the platform automatically assigns incidents to the agents who are most equipped to resolve them. Thus, it assists in cutting down resolution times.
Moreover, ServiceNow makes it easier for users to access tools and answers on mobile. They can check the self-help platform for solutions with ease. And in case they cannot find what they are looking for, they can submit requests from the same window.
Do you want to see how ServiceNow fares against other software? Check how it does in SysAid vs. ServiceNow.
Detailed ServiceNow Asset Management Review
Comparison of Freshservice vs. ServiceNow
Core Features
Intelligent Platform
Freshservice deploys its AI for incident management. This allows it to route incidents to IT agents who can best resolve the problem. To that end, the platform follows a set of best practices to ensure an effective and fast resolution.
Meanwhile, ServiceNow uses its AI to back its request management procedure. Users can experience this at work when they utilize the self-service portal. As well, this empowers them to resolve common issues by themselves, and with AI.
The two software have different approaches on how to leverage artificial intelligence. Yet, it is effective wherever they utilize it.
Incident Management
When incidents occur, it is the job of the IT department to make certain that it does not disrupt services. Or at least ensure that it does not do so longer than necessary. In comparing Freshservice vs ServiceNow, we find that both do a good job at these. And as mentioned earlier, the former has an intelligent routing system that directs incidents to the right agents. The AI also categorizes and arranges incidents according to priority. Thus, it helps cut down ticket handling time.
In the case of ServiceNow, it uses workflows to identify which incidents have the highest impact. Because of this, your IT team can resolve them first. The software’s AI goes at work here, too. It offers recommendations to agents for speedier resolutions. At the same time, the solution offers contextual help to further speed up incident resolution.
On Freshservice, end-users can create tickets through email. While they are typing their concern, the software will begin to show potential solutions on the right-hand pane.
Request Management
This comparison of Freshservice and ServiceNow has found their different approaches to request management. The latter calls it service request management, where end-users employ a portal that is similar to a catalog. Only, the catalog lists service items. End-users can choose among these for their needs. This also gives them a choice to self-serve. If they would rather that an IT professional works on their request, Freshservice makes use of automated fulfillment workflows.
With ServiceNow, end-users get portals where they can interact with a chatbot. This will allow them to check answers using keywords at any time of the day. Plus, it has a catalog similar to Freshservice where users can choose among products and services.
Change Management
Change is constant even in a well-established organization. How well they deal with it shows the maturity and seamlessness of their processes. In the background of these changes are members of the IT department and their tools. For example, with Freshservice, IT professionals can track and trace changes throughout their lifecycle. They can set up mandatory checks at every stage to make sure that everything is according to requirements. At the same time, the process minimizes redundancy with automated change approvals.
Similarly, ServiceNow aims to accelerate change. Its multimodal change feature gives change managers the capability to customize change activities. With that, they can create flows that are particular to use cases. The software has something similar for approval automation as well. It has a success scoring to allow low-risk changes to be rolled out immediately.
Mobility
As more and more employees are working away from their computer desks, mobile accessibility of applications is crucial. Therefore, software need to have an extension on mobile. Both Freshservice and ServiceNow meet this requirement.
Freshservice makes its mobile app available to both IT teams and end-users. This will allow them to stay connected wherever they are. Additionally, the mobile extension makes it possible for both sides to be productive even away from their desks. Specifically, what IT professionals can do from the app are end-to-end ticket lifecycle management and asset tracking. From it, they can accelerate approval requests as well.
Earlier, we mentioned that ServiceNow has a mobile app. This native application allows users to find answers to their queries on the go. Meanwhile, managers can take care of approval requests even on mobile from the app. ServiceNow has even added a chatbot and a live chat option for personalized self-service.
The ServiceNow mobile app is for IT agents, field service agents, and security agents to enable them to be productive even when they are away from their desks.
Freshservice vs. ServiceNow Core Features Takeaways:
- The two solutions offer full suites of ITSM with their variations.
- Both come with powerful ticketing systems that allow agents to work together, assign cases to the right department, and minimize errors.
- They also use artificial intelligence for various workflows. Freshservice is known for deploying it for incident management. On the other hand, ServiceNow makes it a prominent feature of their mobile app.
- When it comes to request management, Freshservice has a portal that has a catalog of services. Users can choose items from there to help them troubleshoot issues. Or they can contact the IT team from there. ServiceNow has a similar portal that has a chatbot ready to answer questions.
- Both software have mobile apps that allow IT professionals and end-users to be productive even when they’re away from their desks.
Integrations
Playing nice with other software is crucial today. After all, one solution is not enough to cover all the needs of an organization. Even a small one. In this Freshservice vs. ServiceNow comparison, we take a look at how well they can synchronize with third-party solutions.
Freshservice considers itself an extensible platform. It has native integrations with Slack, Google Apps, Jira, Zoom, and Microsoft Teams, among others. If you cannot find the app you want to synchronize with on the list, do not fret. The solution gives you the ability to connect with whatever software you want. That is possible through connectors, SDKs, and API configurations. Additionally, since Freshservice is part of the Freshworks family, it can integrate with the vendor’s other solutions seamlessly. A few of those are Freshdesk, Freshsales, and Freshmarketer.
Meanwhile, you can course your ServiceNow integrations through the ServiceNow Store. Among these that are readily available are Malwarebytes, a couple of Okta applications, Cisco Webex Contact Center, and Asana. ServiceNow has native connectors as well for several solutions. These include Microsoft OneDrive, Workplace by Facebook, Slack, and Microsoft Teams.
As you can easily see, the former ITSM software offers more flexibility when it comes to integrations compared to the latter.
Freshservice has numerous integrations you can find in its app marketplace.
Freshservice vs ServiceNow Integration Takeaways:
- Organizations can find app marketplaces in both solutions where native integrations are available.
- Freshservice has ready-to-go integrations for popular apps. ServiceNow’s list also includes connectors for known solutions.
- Only Freshservice provides extensibility through APIs, connectors, and SDKs.
Pricing
ITSM does not have to break the bank. Fortunately, economical options are now available. Freshservice offers four plans that allow you to roll out your policies without sweating the cost. For instance, you can get started for $29 per agent per month. If you want to cop some savings, you can pay annually. Then you will be shelling out only $19 per agent per month.
Companies that want to extend their ITSM solution can also take advantage of add-ons. Of course, these come at an additional cost. However, these will give you the capability and the flexibility to do what you need with your ITSM.
A ServiceNow comparison, on the other hand, would show that it only has three plans: Standard, Professional, and Enterprise. Unlike Freshservice, these are on a quote basis. You can get in touch with a representative to get your custom quote. When you ask for their pricing plan, they offer a business value assessment. The upside to this is that pricing is flexible and tailor-made according to your specifications.
The good thing about the plans for both solutions is that they are scalable. This means that when your needs grow, you can just switch to a higher tier.
Freshservice pricing is available on the website. There are four pricing tiers you can choose from. Each lets you choose whether to pay annually or monthly.
Freshservice vs. ServiceNow Pricing Takeaways:
- ServiceNow and Freshdesk have several pricing tiers for organizations of all sizes.
- Freshdesk has four plans with visible pricing.
- It also gives companies the option to have add-ons.
- ServiceNow has three options for pricing.
- They are on a per-quote basis only so businesses need to contact a representative.
Ease of Use
Comparing Freshservice vs ServiceNow when it comes to ease of use is not hard. The two solutions are known for putting much effort into streamlining their interfaces. Thus, agents and end-users do not need to scramble to find tools and settings.
In particular, Freshservice has onscreen instructions that you can follow throughout various processes. Administrators can change the configuration as needed without going through a painstaking task. Similarly, end-users can do what they need to do quickly since they can find the tools they need with ease.
Companies also know ServiceNow as having been built for ease of use. IT professionals have a single place where they can view all unresolved requests. End-users enjoy the same; they can monitor the statuses of their requests from one place, too.
Zendesk vs. Freshdesk Ease of Use Takeaways:
- Users have given the two solutions high scores when it comes to ease of use.
- They both have guides for users and end-users alike.
- Freshservice, though, has onscreen instructions for administrators who are setting up the platform.
- ServiceNow has a single place for monitoring requests for its users and end-users.
Getting Started
ServiceNow and Freshservice are both software-as-a-service solutions. This means you can create an account, choose a plan, and start using the software. There are some things you can use immediately out of the box. Still, there are various implements that you may need to configure before your ITSM platform is ready to go.
Nevertheless, getting started with either one is a quick case. This Freshservice comparison reveals that it has a detailed guide for users available on the website. Additionally, as mentioned earlier, it displays onscreen instructions that guide users during the configuration part. Not only that, but you can also find walkthroughs on the website for modules such as project management. If you have a separate app for projects in place, watch out for these signs that you need to change your project management software.
ServiceNow offers a getting starter guide as well. There are videos, too, that can aid you in becoming more familiar with certain parts of ServiceNow. Further, you can take advantage of ebooks available to learn more about how to take advantage of ITSM tools.
ServiceNow has a guided setup for administrators.
Zendesk vs. Freshdesk Setup Takeaways:
- Getting started with Freshservice and ServiceNow is a painless process. You can do it right from your favorite browser.
- IT professionals can work their way around the solutions without much hassle; there are guides available they can use.
- Users can also pore over development documentation.
Use Cases
When it comes to use cases, Freshservice vs ServiceNow are pretty similar. Only, there may be a difference in the size of the organizations they serve. Freshservice can assist businesses even if they are small but want to have an ITSM solution already. Meanwhile, ServiceNow is best for medium-sized enterprises and large companies to multinational corporations.
Freshservice even shows the value of an ITSM platform in different settings. These include HR, marketing, finance, and facilities. As well, it is applicable to different industries like education, software and technology, and healthcare.
Similarly, you can deploy ServiceNow regardless of the industry you are in. Looking at the stories they share, companies in consumer goods, aviation, financial services, and education have used its ITSM.
Freshservices vs. ServiceNow Use Cases Takeaways:
- You can deploy Freshservice if you are an SMB or a large enterprise.
- ServiceNow is suitable for medium-sized businesses to large companies.
- Freshservice and ServiceNow are platforms that you can use in any industry. They are particularly known for their value in healthcare, education, and the technology and software industries.
Freshdesk vs ServiceNow: Comparison Table
| Freshdesk | ServiceNow | |
| Ideal for |
|
|
| Use cases |
|
|
| Core Features | ||
| Artificial Intelligence | ✔ | ✔ |
| Incident Management | ✔ | ✔ |
| Service Catalog | ✔ | ✔ |
| Change Management | ✔ | ✔ |
| Problem Management | ✔ | ✔ |
| Agent Workspace | ✔ | ✔ |
| Key Integrations | ||
| Slack | ✔ | ✔ |
| Google Apps | ✔ | ✔ |
| Jira | ✔ | ✔ |
| Asana | ✔ | ✔ |
| Pricing | ||
| Starts from | $29 per user/month | By quote |
| No. of plans |
4 |
3 |
What Are the Common Pitfalls to Avoid When Choosing ITSM Software?
Selecting the right ITSM software is crucial for improving the efficiency of your IT operations. However, businesses often make mistakes that hinder the effectiveness of their ITSM solution. Here are some common pitfalls to avoid:
- Neglecting Future Growth: Many businesses choose an ITSM solution without considering their future needs. As organizations scale, their IT demands may evolve. It is important to choose software that can grow with your business and handle increased complexity without requiring a full overhaul.
- Overlooking Integration Capabilities: ITSM tools must integrate smoothly with existing business software, such as CRM systems or cloud-based platforms. Failure to evaluate integration capabilities can lead to inefficiencies and siloed data, hindering workflows.
- Choosing Based on Features Alone: While features are important, they shouldn’t be the sole deciding factor. Consider usability, implementation time, and customer support as well. A feature-rich software that is difficult to use or takes too long to implement can lead to frustration and delays.
- Ignoring User Feedback: Involving your IT team and end-users in the decision-making process is essential. User feedback provides invaluable insights into how the software will be used in practice, ensuring that the tool meets the needs of those interacting with it daily.
- Underestimating Training and Support Needs: Even the most intuitive ITSM software can require proper training to unlock its full potential. Comprehensive training programs and responsive customer support are crucial to ensuring smooth adoption.
Freshservice vs. ServiceNow — Which Is Better?
To provide a stellar customer experience, you need to offer great customer service nowadays. But do not forget that offering the same level of assistance to internal users can affect customer experience as well. To ensure that everything goes smoothly inside and out, you need a top-notch ITSM solution. In this article, we covered Freshservice vs ServiceNow.
We have learned that Freshservice is ideal for SMBs and large enterprises alike. Therefore, even if you are only starting, you can offer unparalleled experience through smooth ITSM. It will not break the bank, either! And in case your organization’s needs grow, you can scale up easily. On top of that, it is unmatched when it comes to integrations. Being a part of the Freshworks suite of solutions, it can synchronize with various apps seamlessly. There are plenty of third-party integrations for you as well. Better yet, you can see how the application will actually work with your organization when you sign in for its free trial.
Contrarily, ServiceNow is for medium and large enterprises. It makes it easy for organizations to scale up, too, with its three pricing tiers. It has an app marketplace where you can find a variety of integration options. Some are designed by third parties while others were developed in-house.
It does not matter which industry you are in. Either Freshservice or ServiceNow would work for you. The main factor to consider when deciding which one to choose is this: your company size. Yours may be a small one with only a handful of agents. Therefore, the former is your best bet. But if you have already outgrown the word “small,” you can look at the latter option.
Want to discover additional ITSM software options? See this in-depth article on the advanced features of Jira IT service management software.
Key Insights
- Freshservice vs. ServiceNow: Both platforms are leading ITSM solutions, but Freshservice is often preferred for its comprehensive feature set and affordability, making it ideal for small to large enterprises.
- Core Features: Both Freshservice and ServiceNow offer robust incident management, AI-driven automation, and mobile accessibility, ensuring IT professionals can manage tasks efficiently on-the-go.
- Integrations: Freshservice offers extensive integration options, including APIs and SDKs, making it highly flexible. ServiceNow also provides numerous integrations but primarily through its app marketplace.
- Pricing: Freshservice provides transparent pricing with four plans starting at $29 per agent per month. ServiceNow offers three customizable plans available on a quote basis, providing flexibility for large enterprises.
- Ease of Use: Both platforms are user-friendly, with Freshservice offering on-screen setup instructions and ServiceNow providing comprehensive guides and videos for setup and use.
- Use Cases: Freshservice caters to small to large businesses across various industries, including healthcare, education, and technology. ServiceNow is more suited for medium to large enterprises but is also industry-agnostic.
FAQ
- What are the main differences between Freshservice and ServiceNow? Freshservice is known for its affordability, extensive integrations, and ease of use, making it ideal for small to large businesses. ServiceNow, on the other hand, is tailored for medium to large enterprises and offers customizable pricing and extensive integration options through its app marketplace.
- How does the AI functionality differ between Freshservice and ServiceNow? Freshservice uses AI primarily for incident management, automatically routing incidents to the most suitable agents. ServiceNow leverages AI in its request management, using chatbots and automated workflows to assist users in resolving issues quickly.
- Which platform offers better mobile support? Both Freshservice and ServiceNow offer robust mobile applications. Freshservice’s app allows IT professionals to manage tickets and track assets on the go, while ServiceNow’s app provides self-service options and live chat for end-users, along with mobile access for IT managers.
- What are the integration capabilities of Freshservice and ServiceNow? Freshservice offers a wide range of native integrations, including Slack, Google Apps, and Jira, with additional flexibility through APIs and SDKs. ServiceNow also provides numerous integrations, primarily available through its app marketplace, including Microsoft Teams, Slack, and Asana.
- How do the pricing models of Freshservice and ServiceNow compare? Freshservice has four straightforward pricing plans starting at $29 per agent per month, with annual payment options offering discounts. ServiceNow’s pricing is more flexible and tailored, available on a quote basis with three main plans, making it suitable for larger enterprises with specific needs.
- Which ITSM solution is better for small businesses? Freshservice is generally better suited for small businesses due to its affordability, ease of use, and extensive integration options. It provides a scalable solution that can grow with the business without a significant initial investment.
- Can both Freshservice and ServiceNow be used across different industries? Yes, both Freshservice and ServiceNow are versatile and can be deployed across various industries, including healthcare, education, technology, and financial services. Their comprehensive feature sets and integration capabilities make them adaptable to different organizational needs.
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