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Compare ServiceNow IT Service Management and Spiceworks Cloud Help Desk 
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At a Glance
Market Segments
Enterprise (74.1% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
No pricing available
Free
ServiceNow IT Service Management
Star Rating
(1,203)4.4 out of 5
Market Segments
Enterprise (74.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSpiceworks Cloud Help Desk
Star Rating
(311)4.3 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Spiceworks Cloud Help Desk excels in its ticket creation user experience, scoring 8.2, while ServiceNow IT Service Management shines with a remarkable score of 9.8, indicating a more streamlined and efficient process for users when creating tickets.
- Reviewers mention that the response automation feature in ServiceNow IT Service Management is highly rated at 9.4, compared to Spiceworks' score of 8.3, suggesting that ServiceNow offers more robust automation capabilities that can enhance productivity.
- G2 users highlight that the SLA management in Spiceworks Cloud Help Desk is rated at 8.8, which is slightly higher than ServiceNow's 8.3, indicating that Spiceworks may provide a more user-friendly approach to managing service level agreements.
- Users on G2 report that the knowledge base integration with tickets in ServiceNow IT Service Management is rated at 8.7, while Spiceworks scores 8.2, suggesting that ServiceNow offers a more seamless experience for users looking to access knowledge articles directly from their tickets.
- Reviewers say that the reporting capabilities in Spiceworks Cloud Help Desk are rated at 9.7, which is significantly higher than ServiceNow's 8.9, indicating that Spiceworks may provide more comprehensive and user-friendly reporting tools for tracking performance and metrics.
- Users mention that the customer portal in ServiceNow IT Service Management is rated at 8.8, while Spiceworks scores 8.3, suggesting that ServiceNow offers a more feature-rich and user-friendly portal for customers to interact with the help desk.
Pricing
Entry-Level Pricing
ServiceNow IT Service Management
No pricing availableSpiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
ServiceNow IT Service Management
No trial information availableSpiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.9
774
8.6
286
Ease of Use
8.5
993
8.7
287
Ease of Setup
8.1
554
8.7
215
Ease of Admin
8.6
300
8.8
217
Quality of Support
8.5
702
8.4
235
Has the product been a good partner in doing business?
8.8
296
8.9
176
Product Direction (% positive)
8.8
752
8.1
286
Features by Category
Ticket and Case Management
Not enough data
8.2
13
|
Verified
Not enough data
8.3
13
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.3
10
Not enough data
8.8
7
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.1
12
|
Verified
Not enough data
9.0
8
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.3
12
|
Verified
Not enough data
9.3
12
|
Verified
Not enough data
7.5
6
|
Verified
Not enough data
6.0
5
Not enough data
Feature Not Available
Platform
Not enough data
5.8
8
|
Verified
Not enough data
7.4
9
|
Verified
Not enough data
9.2
10
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
8.0
11
|
Verified
Administration
9.0
232
|
Verified
Not enough data
8.7
222
|
Verified
Not enough data
8.8
234
|
Verified
Not enough data
Service Desk
9.1
243
|
Verified
Not enough data
9.2
244
|
Verified
Not enough data
9.0
234
|
Verified
Not enough data
Management
8.9
225
|
Verified
Not enough data
8.9
212
|
Verified
Not enough data
8.9
214
|
Verified
Not enough data
8.8
209
|
Verified
Not enough data
8.5
197
Not enough data
Functionality
9.3
230
|
Verified
Not enough data
8.8
219
Not enough data
8.7
219
|
Verified
Not enough data
8.9
220
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
7.3
42
Not enough data
7.5
41
Not enough data
7.7
43
Not enough data
7.5
41
Not enough data
7.4
41
Not enough data
7.1
41
Not enough data
7.6
43
Not enough data
Monitoring
8.9
222
|
Verified
Not enough data
9.0
231
|
Verified
Not enough data
9.1
234
|
Verified
Not enough data
7.5
31
Not enough data
Management Tools
9.2
234
|
Verified
Not enough data
9.0
226
Not enough data
8.7
218
|
Verified
Not enough data
Generative AI
8.4
105
Not enough data
8.3
119
Not enough data
Agentic AI - Incident Management
7.2
26
Not enough data
7.2
26
Not enough data
7.5
26
Not enough data
7.3
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.6
26
Not enough data
Incident Management
9.0
302
Feature Not Available
8.9
301
8.8
125
9.1
307
9.3
131
8.8
296
8.2
113
8.7
289
8.2
102
Reporting
8.7
300
8.6
127
8.7
278
8.4
107
8.4
171
Feature Not Available
Access & Usability
8.0
234
8.1
98
8.7
287
8.9
106
8.5
255
8.9
89
8.8
163
Feature Not Available
Agentic AI - Service Desk
7.6
18
Not enough data
7.8
18
Not enough data
8.2
18
Not enough data
7.8
18
Not enough data
8.4
18
Not enough data
7.5
18
Not enough data
7.7
18
Not enough data
Categories
Categories
Shared Categories
ServiceNow IT Service Management and Spiceworks Cloud Help Desk are categorized as Service Desk
Unique Categories
ServiceNow IT Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, and Configuration Management
Spiceworks Cloud Help Desk is categorized as Help Desk
Reviews
Reviewers' Company Size
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Spiceworks Cloud Help Desk
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
26.9%
Computer Software
7.4%
Hospital & Health Care
7.1%
Financial Services
5.4%
Computer & Network Security
3.6%
Other
49.5%
Information Technology and Services
17.9%
Education Management
8.5%
Higher Education
4.9%
Hospital & Health Care
4.6%
Computer Software
2.6%
Other
61.6%
Alternatives
Discussions
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
What is ServiceNow IT Service Management used for?
2 Comments
RS
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations....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
I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?
4 Comments
DK
Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote...Read more
What is Spiceworks Cloud Help Desk used for?
1 Comment
AS
It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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