Freshservice vs ServiceNow vs Symantec IT Management Suite [EOL] comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshservice, ServiceNow, and Symantec IT Management Suite [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management.
To learn more, read our detailed IT Asset Management Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: The solution has been very helpful engineering insights into the client's environment. We have been able to manage… more »
    Top Answer:The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become… more »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network… more »
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that… more »
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because… more »
    Top Answer:The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the… more »
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    Ranking
    3rd
    out of 48 in IT Asset Management
    Views
    1,329
    Comparisons
    956
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    1st
    out of 48 in IT Asset Management
    Views
    8,576
    Comparisons
    5,040
    Reviews
    23
    Average Words per Review
    458
    Rating
    8.4
    Unranked
    In IT Asset Management
    Comparisons
    Also Known As
    Flint
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    Overview

    Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

    Freshservice Features

    Freshservice has many valuable key features. Some of the most useful ones include:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

    A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

    PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

    A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Symantec IT Management Suite enables IT administrators to securely manage the entire lifecycle of desktops, laptops, and servers across Windows, Mac, Linux, Unix, and virtual environments including deployment, asset management, and patch management to reduce costs and increase productivity. IT Management Suite 8.0 brings significant new functionality and enhancements to this already feature rich solution. Before covering what’s new in version 8.0, here’s a quick overview of some of the key capabilities of IT Management Suite:

    • Reduce the cost of deploying and managing servers, desktops, and laptops from a centralized location in your environment 
    • Discovers, inventories, and tracks all the hardware and software assets in your IT infrastructure and manages the relationships between them in the Configuration Management Database (CMDB)
    • Centralizes and simplifies patch management. With this solution you can detect and repair security vulnerabilities for Windows, Mac, and Linux operating systems as well as Microsoft and over 50 non-Microsoft applications
    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    State of Oklahoma
    Top Industries
    REVIEWERS
    Financial Services Firm18%
    Manufacturing Company18%
    Comms Service Provider18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Manufacturing Company6%
    Government6%
    Educational Organization5%
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company10%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    No Data Available
    Company Size
    REVIEWERS
    Small Business61%
    Midsize Enterprise4%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    No Data Available
    Buyer's Guide
    IT Asset Management
    March 2024
    Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management. Updated: March 2024.
    765,386 professionals have used our research since 2012.