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- ServiceNow IT Service Management
- Freshservice-vs-ServiceNow IT Service Management
Compare Freshservice and ServiceNow IT Service Management 
At a Glance
Market Segments
Mid-Market (62.4% of reviews)
Enterprise (74.2% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,290)4.6 out of 5
Market Segments
Mid-Market (62.4% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansServiceNow IT Service Management
Star Rating
(1,130)4.4 out of 5
Market Segments
Enterprise (74.2% of reviews)
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in Ease of Use with a score of 9.2, while ServiceNow IT Service Management trails behind at 8.5. Reviewers mention that Freshservice's intuitive interface and user-friendly design make it easier for teams to adopt and navigate the platform effectively.
- Reviewers mention that Freshservice shines in Help Desk functionality, scoring 9.4 compared to ServiceNow's 9.1. Users appreciate Freshservice's streamlined ticketing system, which allows for efficient ticket management and resolution.
- Users on G2 highlight Freshservice's superior Ease of Setup, scoring 8.8 versus ServiceNow's 8.1. Reviewers say that Freshservice's quick onboarding process and straightforward configuration options make it a preferred choice for teams looking to get started without extensive IT involvement.
- G2 users report that Freshservice's Automation features, scoring 8.8, are highly effective, particularly in Automate Ticket Routing (9.1). In contrast, ServiceNow's Automation score is slightly lower at 8.9. Reviewers mention that Freshservice's automation capabilities significantly reduce manual workload and improve response times.
- Users say that Freshservice's Quality of Support, rated at 9.0, is a standout feature, while ServiceNow's support is rated at 8.5. Reviewers mention that Freshservice's responsive customer service and extensive knowledge base contribute to a more satisfying user experience.
- Reviewers mention that both products score equally in Meets Requirements at 8.9, indicating that they both effectively meet user needs. However, users report that Freshservice's flexibility and adaptability to various business processes give it a slight edge in practical application.
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Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
ServiceNow IT Service Management
No pricing availableFree Trial
Freshservice
Free Trial is available
ServiceNow IT Service Management
No trial information availableRatings
Meets Requirements
8.9
1,156
8.9
716
Ease of Use
9.2
1,155
8.5
931
Ease of Setup
8.8
939
8.1
499
Ease of Admin
9.0
954
8.7
264
Quality of Support
9.0
1,117
8.5
645
Has the product been a good partner in doing business?
9.1
930
8.8
262
Product Direction (% positive)
9.5
1,143
8.7
694
Features by Category
Administration
8.6
308
|
Verified
9.1
178
|
Verified
8.4
334
|
Verified
8.9
168
|
Verified
8.3
361
|
Verified
8.9
179
|
Verified
Service Desk
9.4
390
|
Verified
9.1
187
|
Verified
9.1
365
|
Verified
9.3
188
|
Verified
8.8
357
|
Verified
9.1
180
|
Verified
Management
8.5
300
|
Verified
8.9
170
|
Verified
8.9
307
|
Verified
8.9
159
|
Verified
8.8
272
|
Verified
9.0
161
|
Verified
8.5
274
|
Verified
9.0
156
|
Verified
8.2
219
|
Verified
8.8
146
Functionality
9.4
321
|
Verified
9.4
175
|
Verified
8.8
259
|
Verified
8.8
165
8.8
256
|
Verified
9.0
165
|
Verified
8.8
290
|
Verified
9.0
164
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
8.3
260
|
Verified
9.0
194
|
Verified
8.6
296
|
Verified
9.1
203
|
Verified
8.8
313
|
Verified
9.1
207
|
Verified
6.4
18
9.3
5
Management Tools
9.1
334
|
Verified
9.2
207
|
Verified
8.9
324
9.0
201
8.5
288
|
Verified
8.7
192
|
Verified
Generative AI
7.9
129
8.7
79
7.9
129
8.6
95
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.3
70
Not enough data
Self-Service Experience
8.4
131
Not enough data
8.7
127
Not enough data
7.2
107
Not enough data
7.6
109
Not enough data
8.2
128
Not enough data
Self-Service Platform
8.5
129
Not enough data
8.7
133
Not enough data
7.2
102
Not enough data
8.1
124
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
65
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.1
727
9.0
283
8.9
730
9.0
282
9.0
783
9.1
288
8.6
719
8.7
277
8.6
684
8.7
270
Reporting
8.6
765
8.7
281
8.2
629
8.7
259
8.2
607
8.5
154
Access & Usability
8.4
693
8.0
217
8.9
716
8.7
270
8.5
541
8.5
238
8.7
553
8.8
147
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analysis
7.6
174
Not enough data
Platform
8.3
230
Not enough data
8.2
213
Not enough data
8.7
256
Not enough data
8.4
284
Not enough data
8.7
316
Not enough data
Security
7.8
179
Not enough data
7.1
108
Not enough data
7.5
167
Not enough data
8.9
284
Not enough data
8.8
287
Not enough data
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshservice and ServiceNow IT Service Management are categorized as IT Service Management (ITSM) Tools, Incident Management, and Service Desk
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
19.9%
Computer Software
5.4%
Construction
4.5%
Education Management
3.5%
Financial Services
3.5%
Other
63.2%
Information Technology and Services
27.4%
Hospital & Health Care
7.3%
Computer Software
7.2%
Financial Services
5.3%
Computer & Network Security
3.6%
Other
49.1%
Most Helpful Reviews
Freshservice
Most Helpful Favorable Review
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
Most Helpful Critical Review
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
ServiceNow IT Service Management
Most Helpful Favorable Review
John C.
Verified User in Higher Education
ServiceNow provides a very streamlined interface that can be accessed by my technicians from any browser on almost any device. This has increased the number of Incidents and Requests that we log, thus making our data that much more accurate and...
Most Helpful Critical Review
Verified User in Insurance
Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...
Rajaraman S.
Verified User in Computer Software
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and...
John C.
Verified User in Higher Education
ServiceNow provides a very streamlined interface that can be accessed by my technicians from any browser on almost any device. This has increased the number of Incidents and Requests that we log, thus making our data that much more accurate and...
Michael S.
Verified User in Furniture
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the...
Verified User in Insurance
Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...
Alternatives
Discussions
How has your experience been with Freshservice support?
12 comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
Can we have access to our database to do some development
2 comments
Official Response from Freshservice
You can utilize API calls to gather the data and transfer them to Power BI.Read more
What is the ServiceNow now platform?
2 comments
SC
ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) solutions. The...Read more
Asset Tracking
1 comment
RK
There are 2 ways to do this:
Buying subscription for ServiceNow Discovery and setting up the environment for setup as per schema as well as maintaining the...Read more
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