We performed a comparison between Freshservice and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Ability to scan barcodes and a great search feature."
"Depending on the size of your organization, is pretty standard and useful."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The overall functionality of the product is excellent."
"There is a nice user interface."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"It's great to do statuses or to review tasks."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"It is user-friendly and simple to use."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"I like that it's always up and running."
"It's hard to interact directly with the users themselves."
"Not integrated with Google."
"Their analytics need improvement."
"A chat bot needs to be added to the portal."
"We'd like better integration with other products."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Freshservice's technical support has issues with delays and translations."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The Express edition does not allow the option for scripting."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"Making a mobile version would be helpful."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Freshservice is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Freshservice is most compared with JIRA Service Management, Microsoft Project, Zendesk, ManageEngine ServiceDesk Plus and monday.com, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Freshservice vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors, best Help Desk Software vendors, and best IT Asset Management vendors.
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