Freshservice vs. ServiceNow

As of June 2019, Freshservice is ranked 21st in Help Desk Software with 2 reviews vs ServiceNow which is ranked 1st in Help Desk Software with 23 reviews. The top reviewer of Freshservice writes "The most valuable aspect of the solution is the user experience". The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". Freshservice is most compared with ServiceNow, Freshdesk and JIRA Service Desk. ServiceNow is most compared with BMC Helix Remedy, JIRA Service Desk and Zendesk. See our Freshservice vs. ServiceNow report.
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4,470 views|1,320 comparisons
ServiceNow Logo
84,199 views|26,373 comparisons
Most Helpful Review
Find out what your peers are saying about Freshservice vs. ServiceNow and other solutions. Updated: May 2019.
348,275 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
It allowed the development team to concentrate on the client’s requirements instead.

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This solution is a single-storage for our user community to submit help desk tickets.In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.HR Case Management and Customer Service Management are two of the key areas which clients are using.Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.

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Cons
The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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I do not like the user interface.For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.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.

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Pricing and Cost Advice
Information Not Available
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.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.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.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.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.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 has a higher cost compared to local/regional solutions.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.

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348,275 professionals have used our research since 2012.
Ranking
21st
out of 44 in Help Desk Software
Views
4,470
Comparisons
1,320
Reviews
1
Average Words per Review
241
Avg. Rating
6.0
1st
out of 44 in Help Desk Software
Views
84,199
Comparisons
26,373
Reviews
25
Average Words per Review
599
Avg. Rating
8.3
Top Comparisons
Compared 27% of the time.
Compared 25% of the time.
Compared 10% of the time.
Compared 20% of the time.
Compared 6% of the time.
Compared 5% of the time.
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Freshworks
ServiceNow
Overview

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
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Try Freshservice for 21 days

Learn more about ServiceNow
Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto TransportAAA, 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
Top Industries
No Data Available
REVIEWERS
Healthcare Company14%
Financial Services Firm14%
Insurance Company11%
University9%
VISITORS READING REVIEWS
Financial Services Firm16%
University12%
Pharma/Biotech Company8%
Energy/Utilities Company6%
Company Size
No Data Available
REVIEWERS
Small Business13%
Midsize Enterprise12%
Large Enterprise74%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise18%
Large Enterprise63%
Find out what your peers are saying about Freshservice vs. ServiceNow and other solutions. Updated: May 2019.
348,275 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.

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