TABLE OF CONTENTS
Edited & Reviewed
Struggling to choose between ServiceNow or Freshservice? You are not alone. These are two great tools to consider, and both can enhance your business operations.
Freshservice excels for its simplicity and integration into small-scale businesses, while ServiceNow can be a stellar option if you’re laser-focused on complex IT processes on a large-scale operation. Let’s compare and contrast ServiceNow and Freshservice in several key areas to help you make an informed decision for your unique situation.
TL;DR
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Freshservice is your go-to ITSM tool for affordability, intuitive design, and easy setup.
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ServiceNow is ideal for large businesses, offering impressive scalability, advanced AI capabilities, and broad ITSM, HR, and security functionality.
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Freshservice and ServiceNow share cloud-based, ITIL-aligned strengths like ticket tracking, service catalogs, and automation.
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Freshservice and ServiceNow offer distinct scalability features and pricing options. ServiceNow is ideal for large-scale businesses at a more exclusive price.
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If you’re weighing options, there’s another tool worth a look: Workwize. It strikes a balance between Freshservice’s affordability and ServiceNow’s robust scalability.
Freshservice vs ServiceNow
Freshservice has earned a reputation as the user-friendly ITSM solution built on ITIL best practices and operational excellence. The tool is highly customizable and integrates well with a limited set of IT tools.
Source:Quora
In contrast, ServiceNow is a comprehensive, enterprise-grade ITSM platform that offers more than basic ITSM features. With advanced automation, AI, and broad integrations across HR, customer service, ServiceNow was designed to be a top industry player.
Source: Reddit
Overview of Freshservice
Souce: Freshservice
Freshservice is a cloud-based ITSM tool launched in January 2014 by Freshworks Inc. This tool was designed to streamline IT operations for organizations of all sizes.
Freshservice appears to have gained more traction among small and medium-sized businesses due to its intuitive interface and competitive pricing. Its ability to manage incident tickets, assets, changes, and service requests makes it a staple in modern IT departments.
Freshservice offers essential ITSM features, including incident management, a self-service portal, and a knowledge base. However, its real strength lies in its ability to grow with your needs through customizable workflows, automation tools, and integrations with third-party apps like Slack, Microsoft Teams, and Google Workspace.
Whether you have a small or growing IT team that needs more ITSM features, Freshservice can be tailored to fit your specific use case, even if its built-in options don’t quite meet your needs.
Overview of ServiceNow
Souce: ServiceNow
ServiceNow transforms how big companies run. This cloud-based tool, launched in 2004, goes beyond IT to handle HR, customer service, and security. It’s built to streamline complex tasks using AI and analytics on a single platform.
You’ll need training to use it—it’s powerful but not super simple. You can’t tweak the code as a closed-source tool, but you can connect it to apps like Salesforce or Slack and build custom apps with its IntegrationHub and App Engine. It offers smart features like machine learning and real-time dashboards.
Similarities between Freshservice and ServiceNow
While Freshservice and ServiceNow cater to different scales and complexities of ITSM, they share a similarity that makes them standout players in ITSM.
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Cloud-Based Platforms: Both are SaaS tools that simplify IT operations, letting teams manage tasks from anywhere without complex setups.
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ITIL Alignment: They adhere to ITIL best practices to enable businesses to deliver reliable and efficient services that meet industry standards.
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Core ITSM Features: Both offer incident, problem, change, and asset management, as well as service catalogs that enable users to request help independently.
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Automation: Freshservice and ServiceNow cut manual work with tools like workflow automation and smart routing, boosting team productivity.
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Real-Time Dashboards: They provide clear dashboards to track tickets, performance, and other key metrics, keeping IT teams informed.
Key Differences Between Freshservice and ServiceNow
Let’s get a bit more hands-on with a detailed look at some key differences between these two ITSM heavyweights.
Source: G2
Source: Capterra
This will help you weigh each platform's pros and cons and determine which one might be the better fit for your business.
1. ServiceNow is more scalable and enterprise-focused
Let’s kick things off with one of the biggest differences between Freshservice and ServiceNow—scalability and scope.
ServiceNow is built to handle the big leagues. Its cloud-native Now Platform® is designed to grow with you, supporting everything from small teams to large corporations with complex, sprawling IT needs.
ServiceNow is not just about ITSM; it also extends into HR, customer service, and security operations, providing a unified toolkit for organization-wide workflows.
Souce: Reddit
Freshservice, by contrast, has narrower functions. It’s fantastic for small to medium-sized businesses. It offers a streamlined ITSM experience that scales well up to a point.
But if your organization’s IT demands get intricate or your business outgrows that mid-tier sweet spot, Freshservice might feel a bit like a snug pair of shoes, and you’ll eventually need something with more room.
Souce: Reddit
ServiceNow can be considered a fully equipped IT command center, while Freshservice is more like a trusty, compact toolbox.
2. Freshservice is more user-friendly
We’ve just praised ServiceNow’s scalability, but that power comes with a catch: ServiceNow is more complex.
Setting up and mastering ServiceNow often requires some IT expertise and training. You may encounter difficulties with the tool if you’re exploring its advanced features, such as custom app development or AI-driven automation.
Souce: Reddit
Freshservice flips that script. It’s designed to be intuitive and user-friendly, allowing you to get started with minimal setup and IT expertise.
With Freshservice you sign up, and within minutes, you’re managing tickets and assets. No need for a deep dive into ITIL manuals or a dedicated admin.
Souce: Reddit
If simplicity and quick adoption are your priorities, Freshservice has the edge.
3. ServiceNow offers a bigger integration ecosystem
Integrations can make or break an ITSM tool, and here’s where ServiceNow flexes its muscles. With its IntegrationHub, it connects seamlessly to hundreds of third-party apps, including Salesforce, Jira, and Slack, as well as its modules, such as ITOM and SecOps.
Souce: Reddit
Freshservice isn’t a slouch, it integrates with solid players like Microsoft Teams and Google Calendar, and its API lets you craft custom connections. But with only around 95 integrations compared to ServiceNow’s 400+, it’s more of a focused lineup.
If your IT ecosystem is vast and varied, ServiceNow’s integration depth is hard to beat; for a tighter, ITSM-centric setup, Freshservice’s offerings might suffice.
4. ServiceNow leads in advanced AI and automation, while Freshservice keeps it practical
Automation is a significant aspect of ITSM, and ServiceNow elevates it to a new level. With predictive analytics, machine learning, and tools like Now Assist (powered by generative AI), ServiceNow is proactive. It can identify issues before they escalate and streamline workflows.
Souce: Now Assist
Souce: Reddit
Freshservice also offers some automation features, but they are more grounded. Its workflow tools and basic AI features (such as the optional Freddy Copilot, which is an extra cost and tier-restricted) focus on practical ITSM tasks, like ticket routing.
Although Freshservice gets the job done efficiently, it doesn’t match ServiceNow’s cutting-edge features. If you’re looking for next-gen automation for complex operations, consider ServiceNow. However, if you just need reliable, no-frills efficiency, Freshservice will suffice.
5. Freshservice is more budget-friendly, while ServiceNow comes with a premium price tag
Freshservice’s pricing starts at a wallet-friendly $19 per agent per month, with core ITSM features like incident and change management. Even its Pro tier, at $99 per agent per month, is accessible, with a 21-day free trial. Freshservice is a cost-effective option.
Meanwhile, ServiceNow, plays in a higher league. Although it offers a customised quote, some users say their organizations spend $50,000 per annum.
Souce: Reddit
With a custom quote that includes “business value assessment for advanced capabilities like Virtual Agent and DevOps Change Velocity” and “scalable packages for all stages of business growth with ITSM Standard, Professional and Enterprise,” it’s clear that you will be paying a premium.
If you are working with a mid-sizes team on a small budget, Freshservice is a good choice; if you have the cash and need the muscle, then ServiceNow is worth the splurge.
6. ServiceNow offers broader functionality beyond ITSM, while Freshservice is focused on ITSM
Scope is another big divider. ServiceNow’s Now Platform isn’t just an ITSM tool; it’s a comprehensive enterprise solution that handles HR service delivery, customer service management, and security operations alongside IT. It’s a one-stop shop for running a whole organization.
Souce: Reddit
Freshservice sticks to its ITSM roles It nails incident, problem, change, and asset management with a clean, focused approach, but it doesn’t venture into broader territories.
Souce: Reddit
If you want to unify IT with other business functions, ServiceNow is your choice; if ITSM is your sole focus, Freshservice keeps it tight and tidy.
Freshservice vs ServiceNow: Which is Better?
Now that you have a solid grasp of what Freshservice and ServiceNow bring to the ITSM table, it’s time to answer the big questions: Which ITSM tool is better for you? Let’s break it down and figure out which tool best aligns with your organization’s goals.
1. If you need simplicity and speed, go for Freshservice
Freshservice’s user-friendly interface and quick setup (just sign up and start) make it ideal for small to medium-sized teams that want to get started quickly. You get core ITSM features such as incident management, asset tracking, and a smooth service catalog without a steep learning curve.
ServiceNow requires more effort to set up. It requires extra time and IT expertise, often involving longer training to handle its complex features.
2. For scalability and enterprise power, ServiceNow is unmatched
ServiceNow’s Now Platform® is a beast! It is scalable enough to handle the wildest growth spurts of large enterprises, thanks to its cloud-native setup. With ServiceNow, you get advanced AI, predictive analytics, and hundreds of integrations via Integration Hub.
Souce: Integration Hub
Freshservice scales well for smaller teams, but it has its limitations. Once your IT needs get complex or sprawling, you might outgrow your focused ITSM scope. If you’re a large enterprise with big plans, ServiceNow is your heavyweight champ.
3. Automation and AI? ServiceNow is ahead!
Automation can make or break IT efficiency, and ServiceNow’s got the edge here. With machine learning, predictive analytics, and generative AI features it can spot issues before they happen and streamline workflows like a pro.
Freshservice can still get the job done for smaller teams, but if you need next-level AI and automation for complex setups, ServiceNow’s your pick.
4. Limited Budget? Freshservice is the wallet-friendly choice.
Freshservice’s pricing starts at $19 per agent per month, with an enterprise tier at $49, making it perfect for teams watching their budget. You get a 21-day free trial to test the waters. Now that’s a steal.
ServiceNow’s opaque pricing can feel like a commitment leap. It’s a premium tool for premium needs at a premium cost.
When to Consider Freshservice
If you’re looking for the simplest, most straightforward way to get your IT service management (ITSM) up and running—especially if you’re willing to trade some bells and whistles for ease and affordability—we think Freshservice could be the perfect pick for you.
Sure, Freshservice doesn’t match ServiceNow’s enterprise-level depth or scalability, but not every team needs that kind of firepower. If your focus is squarely on nailing the ITSM essentials—like incident management, asset tracking, or a user-friendly service catalog—without getting bogged down in complexity, Freshservice delivers.
Freshservice offers key ITSM features including automation, a self-service portal, and integrations with tools like Slack and Microsoft Teams. Its intuitive design lets you sign up and manage tickets in minutes.
For small to medium-sized teams, its low cost and quick setup boost efficiency fast. Freshservice simplifies IT operations, saving time while aligning with your business goals.
When to Consider ServiceNow
If you’re after the most powerful, all-encompassing way to manage not just your IT but your entire organization’s workflows, and you’re okay with investing a bit more for that. I think ServiceNow could be your top choice.
Now, ServiceNow isn’t the simplest tool out there like Freshservice; it’s got a steeper learning curve and a broader scope that might feel like overkill if you’re just dipping your toes into basic ITSM.
However, if your focus isn’t on keeping things minimal, but rather on scalability, advanced automation, and tying together complex operations, ServiceNow excels. With the Now Platform®, you get features like predictive AI, hundreds of integrations via IntegrationHub, and real-time analytics that let you stay ahead of the game.
If you’re a large organization with sprawling needs or chasing digital transformation across departments, ServiceNow’s the kind of heavy hitter that can carry you into the future.
Want a Smarter Alternative to ServiceNow and Freshservice? Try Workwize
Souce: Workwize
ServiceNow delivers robust ITSM solutions for large businesses, while Freshservice offers affordable and straightforward ticketing and asset management for smaller teams.
However, if neither fully meets your needs—say, you require focused asset management without significant setup or scaling limitations—another option may be worth considering.
Workwize integrates seamlessly with MDM systems, including Apple Business Manager and Microsoft Intune. It provides real-time device tracking, showing the location of assets at any moment, and offers pre-configured devices with built-in security updates. The setup is straightforward and designed to save time.
Compared to ServiceNow’s complex rollout or Freshservice’s growth constraints, Workwize focuses on asset management with flexibility for various team sizes. Book demo to see if it fits your IT operations.
