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Compare Freshservice and ServiceNow IT Service Management 
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At a Glance
Market Segments
Mid-Market (62.3% of reviews)
Enterprise (73.9% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,305)4.6 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansServiceNow IT Service Management
Star Rating
(1,193)4.4 out of 5
Market Segments
Enterprise (73.9% of reviews)
Entry-Level Pricing
No pricing 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, while ServiceNow IT Service Management trails behind at 8.5. Reviewers mention that Freshservice's intuitive interface and user-friendly design make it easier for teams to adopt and navigate the platform effectively.
- Reviewers mention that Freshservice shines in Help Desk functionality, scoring 9.4 compared to ServiceNow's 9.1. Users appreciate Freshservice's streamlined ticketing system, which allows for efficient ticket management and resolution.
- Users on G2 highlight Freshservice's superior Ease of Setup, scoring 8.8 versus ServiceNow's 8.1. Reviewers say that Freshservice's quick onboarding process and straightforward configuration options make it a preferred choice for teams looking to get started without extensive IT involvement.
- G2 users report that Freshservice's Automation features, scoring 8.8, are highly effective, particularly in Automate Ticket Routing (9.1). In contrast, ServiceNow's Automation score is slightly lower at 8.9. Reviewers mention that Freshservice's automation capabilities significantly reduce manual workload and improve response times.
- Users say that Freshservice's Quality of Support, rated at 9.0, is a standout feature, while ServiceNow's support is rated at 8.5. Reviewers mention that Freshservice's responsive customer service and extensive knowledge base contribute to a more satisfying user experience.
- Reviewers mention that both products score equally in Meets Requirements at 8.9, indicating that they both effectively meet user needs. However, users report that Freshservice's flexibility and adaptability to various business processes give it a slight edge in practical application.
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
No trial information availableRatings
Meets Requirements
8.9
1,166
8.9
768
Ease of Use
9.2
1,168
8.5
987
Ease of Setup
8.8
952
8.1
548
Ease of Admin
9.0
956
8.6
295
Quality of Support
9.0
1,126
8.5
696
Has the product been a good partner in doing business?
9.1
931
8.8
291
Product Direction (% positive)
9.5
1,153
8.8
746
Features by Category
Administration
8.6
320
|
Verified
9.0
229
|
Verified
8.4
345
|
Verified
8.7
219
|
Verified
8.4
373
|
Verified
8.8
230
|
Verified
Service Desk
9.4
402
|
Verified
9.1
238
|
Verified
9.1
377
|
Verified
9.2
239
|
Verified
8.8
369
|
Verified
9.0
230
|
Verified
Management
8.5
312
|
Verified
8.9
220
|
Verified
8.9
319
|
Verified
8.9
209
|
Verified
8.8
283
|
Verified
8.8
211
|
Verified
8.5
285
|
Verified
8.8
206
|
Verified
8.2
230
|
Verified
8.5
195
Functionality
9.4
333
|
Verified
9.3
226
|
Verified
8.7
271
|
Verified
8.8
216
8.7
268
|
Verified
8.8
216
|
Verified
8.8
302
|
Verified
8.9
215
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
7.3
40
7.8
9
7.5
39
8.0
9
7.7
40
7.6
9
7.4
39
7.4
9
7.4
39
8.1
9
7.1
39
8.3
9
7.4
40
Monitoring
8.3
266
|
Verified
8.9
219
|
Verified
8.6
302
|
Verified
9.1
228
|
Verified
8.8
319
|
Verified
9.1
231
|
Verified
6.1
25
7.5
28
Management Tools
9.0
340
|
Verified
9.2
231
|
Verified
8.9
330
9.0
225
8.5
294
|
Verified
8.7
216
|
Verified
Generative AI
7.8
136
8.3
103
7.8
135
8.3
118
Agentic AI - Incident Management
5.6
6
7.2
24
5.6
6
7.2
24
5.8
6
7.5
24
7.0
5
7.2
23
6.3
5
7.5
23
7.0
5
7.5
23
7.0
5
7.6
24
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
735
9.0
299
8.9
738
8.9
298
9.0
791
9.1
304
8.6
727
8.7
293
8.6
692
8.7
286
Reporting
8.6
773
8.7
297
8.2
636
8.7
275
8.2
615
8.5
170
Access & Usability
8.4
701
8.0
232
8.9
724
8.7
285
8.5
549
8.5
253
8.7
561
8.8
162
Agentic AI - Service Desk
7.1
8
7.4
16
6.7
8
7.7
16
7.1
8
8.1
16
6.7
8
7.8
16
7.1
8
8.3
16
6.7
8
7.5
16
6.7
8
7.7
16
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.3%
Information Technology and Services
27.0%
Computer Software
7.4%
Hospital & Health Care
7.2%
Financial Services
5.4%
Computer & Network Security
3.6%
Other
49.4%
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
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...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
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
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