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- Freshservice-vs-ServiceNow IT Service Management
Compare Freshservice and ServiceNow IT Service Management 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Enterprise (74.3% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,238)4.6 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansServiceNow IT Service Management
Star Rating
(872)4.3 out of 5
Market Segments
Enterprise (74.3% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is 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, making it more user-friendly for teams compared to ServiceNow's score of 8.4. Reviewers mention that the intuitive interface allows for quicker onboarding and less training time.
- Reviewers mention that ServiceNow IT Service Management shines in change management with a score of 9.2, while Freshservice scored lower at 8.6. Users appreciate ServiceNow's robust features for tracking and managing changes effectively.
- G2 users highlight Freshservice's strong ticketing system performance with a score of 9.5, which is slightly higher than ServiceNow's 9.4. Users say that Freshservice's ticketing features are straightforward and efficient, enhancing their incident management processes.
- Users on G2 report that ServiceNow offers superior reporting capabilities, scoring 8.9 in management reporting compared to Freshservice's 8.5. Reviewers mention that ServiceNow's dashboards provide deeper insights and more customizable options for tracking performance metrics.
- Reviewers mention that Freshservice's self-service experience is rated highly at 8.9, particularly for its knowledge base and searchable articles, while ServiceNow's self-service features scored lower at 8.0. Users appreciate the ease of finding solutions without needing to contact support.
- Users say that ServiceNow's asset management features are more comprehensive, scoring 8.9 compared to Freshservice's 8.3. Reviewers highlight ServiceNow's ability to track assets throughout their lifecycle, which is crucial for larger enterprises.
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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
Free Trial is available
Ratings
Meets Requirements
8.9
1,105
8.9
687
Ease of Use
9.2
1,104
8.4
688
Ease of Setup
8.8
890
8.4
269
Ease of Admin
9.0
909
8.7
248
Quality of Support
9.0
1,066
8.5
617
Has the product been a good partner in doing business?
9.1
885
8.8
245
Product Direction (% positive)
9.4
1,094
8.7
666
Features by Category
Administration
8.6
280
|
Verified
9.2
165
|
Verified
8.3
308
|
Verified
8.9
155
|
Verified
8.3
333
|
Verified
8.8
168
|
Verified
Service Desk
9.4
362
|
Verified
9.1
174
|
Verified
9.1
337
|
Verified
9.3
175
|
Verified
8.9
329
|
Verified
9.1
167
|
Verified
Management
8.5
273
|
Verified
8.9
158
|
Verified
8.9
280
|
Verified
8.9
146
|
Verified
8.8
244
|
Verified
9.0
149
|
Verified
8.5
247
|
Verified
9.0
144
|
Verified
8.2
193
|
Verified
8.8
134
Functionality
9.5
293
|
Verified
9.4
162
|
Verified
8.8
232
|
Verified
8.9
152
8.8
229
|
Verified
9.0
152
|
Verified
8.8
263
|
Verified
9.0
151
|
Verified
Monitoring
8.4
233
|
Verified
9.0
181
|
Verified
8.7
268
|
Verified
9.1
190
|
Verified
8.8
285
|
Verified
9.1
194
|
Verified
Management Tools
9.1
306
|
Verified
9.2
195
|
Verified
8.9
295
9.0
188
8.5
261
|
Verified
8.7
179
|
Verified
Generative AI
8.3
102
Feature Not Available
8.2
102
8.6
82
Generative AI
7.5
53
Not enough data
Self-Service Experience
8.6
113
Not enough data
8.9
109
Not enough data
7.3
90
Not enough data
7.6
91
Not enough data
8.2
111
Not enough data
Self-Service Platform
8.5
111
Not enough data
8.7
115
Not enough data
7.3
85
Not enough data
8.0
107
Not enough data
Generative AI
8.0
50
Not enough data
Incident Management
9.1
699
9.0
271
8.9
702
9.0
270
9.0
755
9.1
277
8.6
691
8.7
265
8.7
656
8.7
258
Reporting
8.6
737
8.7
269
8.2
602
8.7
247
8.2
580
8.6
143
Access & Usability
8.4
665
8.0
205
8.9
688
8.7
258
8.5
515
8.5
226
8.7
527
8.8
136
Analysis
7.5
154
Not enough data
Platform
8.3
209
Not enough data
8.3
192
Not enough data
8.7
235
Not enough data
8.4
262
Not enough data
8.7
294
Not enough data
Security
7.8
158
Not enough data
7.1
87
Not enough data
7.6
146
Not enough data
8.9
263
Not enough data
8.8
265
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
19.8%
Computer Software
5.3%
Construction
4.5%
Education Management
3.6%
Financial Services
3.5%
Other
63.3%
Information Technology and Services
32.7%
Computer Software
8.3%
Hospital & Health Care
5.0%
Financial Services
4.6%
Computer & Network Security
4.1%
Other
45.3%
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
Ahmad O.
Verified User in Information Technology and Services
I Service Management Help Companies To improve and control Workflow between Team
Most Helpful Critical Review
Jared H.
Verified User in Government Administration
Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application
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...
Ahmad O.
Verified User in Information Technology and Services
I Service Management Help Companies To improve and control Workflow between Team
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...
Jared H.
Verified User in Government Administration
Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application
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
I still have trouble making Probe work properly.
2 comments
Official Response from Freshservice
"If the issue persists, write to support@freshservice.com"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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