Link copied to clipboard # Freshservice vs ServiceNow IT Service Management Comparison - What are their main differences? Share [ Export ](/compare/freshservice/servicenow-it-service-management/export.csv) FreshserviceServiceNow IT Service...[+ Add Product](#) Pricing **Freshservice** Free Trial **$19.00** · STARTER **$49.00** · GROWTH **$99.00** · PRO **ServiceNow IT Service Management** No pricing available **Pricing Insights** from reviews Perceived Cost **Freshservice** $$$$$ **ServiceNow IT Service Management** $$$$$ Average Discount **Freshservice** 11% **ServiceNow IT Service Management** 15%4% more Uncover valuable pricing insights from real user feedback to improve your shopping experience. See it for free Time to Implement **Freshservice** 6 months Based on 100 responses **ServiceNow IT Service Management** 6 months Based on 100 responses Return on Investment **Freshservice** 6 months Based on 100 responses **ServiceNow IT Service Management** 6 months Based on 100 responses ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") G2 offers free advice on this comparison. Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **Freshservice** [ Ease of Use (158) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833122&qs=pros-and-cons#reviews)[ Features (89) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1835413&qs=pros-and-cons#reviews)[ Missing Features (54) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833407&qs=pros-and-cons#reviews)[ Limited Features (42) ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1836131&qs=pros-and-cons#reviews) **ServiceNow IT Service Management** [ Ease of Use (168) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1546751&qs=pros-and-cons#reviews)[ Incident Management (112) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1549440&qs=pros-and-cons#reviews)[ Learning Curve (72) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1548368&qs=pros-and-cons#reviews)[ Expensive (60) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1547869&qs=pros-and-cons#reviews) Integrations **Freshservice** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_d186f1cfbf1f82bc872c76769abffa7e/e714dee4-7023-45dc-b0fe-737784315b5f.png "Product Avatar Image") Adobe Acrobat Sign API ](https://www.g2.com/products/adobe-acrobat-sign-api/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_de7b0518c01aad23330b32c4acb323dd/adp-workforce-now.jpg "Product Avatar Image") Workforce Now ](https://www.g2.com/products/adp-workforce-now/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/amazon-redshift.jpg "Product Avatar Image") Amazon Redshift ](https://www.g2.com/products/amazon-redshift/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b3390b4cc3d92e87d570895f7358c003/aws-lambda.jpg "Product Avatar Image") AWS Lambda ](https://www.g2.com/products/aws-lambda/reviews)[ View all ](https://www.g2.com/products/freshservice/integrations) **ServiceNow IT Service Management** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_cd2b351740dc3fc7b599e9bff74168d3/accreditation-manager.png "Product Avatar Image") Accreditation Manager ](https://www.g2.com/products/accreditation-manager/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image") ActiveDirectory Domain... ](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3ecdf4b29d13e918625a439cb01a06b2/aria-aria.png "Product Avatar Image") Aria ](https://www.g2.com/products/aria-aria/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_504423766e296a0eeef13491cb738385/aws-cloud-development-kit-aws-cdk.png "Product Avatar Image") AWS Cloud Development Kit... ](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews)[ View all ](https://www.g2.com/products/servicenow-it-service-management/integrations) Screenshots **Freshservice** ![Freshservice screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1835155/Gemini-Generated-Image-tkvdd0tkvdd0tkvd.png) **ServiceNow IT Service Management** ![ServiceNow IT Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1738738/servicenow-l1-service-desk-ai-specialist.png) **Ratings** from reviews Meets Requirements **Freshservice** **8.9** /10 Based on 1,227 responses **ServiceNow IT Service Management** **8.9** /10 Based on 940 responses Ease of Use **Freshservice** **9.2** /10 Based on 1,233 responses **ServiceNow IT Service Management** **8.5** /10 Based on 1,475 responses Ease of Setup **Freshservice** **8.8** /10 Based on 1,019 responses **ServiceNow IT Service Management** **8.2** /10 Based on 793 responses Ease of Admin **Freshservice** **9.0** /10 Based on 989 responses **ServiceNow IT Service Management** **8.6** /10 Based on 349 responses Quality of Support **Freshservice** **9.0** /10 Based on 1,185 responses **ServiceNow IT Service Management** **8.6** /10 Based on 1,081 responses Has the product been a good partner in doing business? **Freshservice** **9.0** /10 Based on 964 responses **ServiceNow IT Service Management** **8.8** /10 Based on 344 responses Product Direction (% positive) **Freshservice** **9.4** /10 Based on 1,205 responses **ServiceNow IT Service Management** **8.9** /10 Based on 937 responses **Features** ratings from reviews IT Service Management (ITSM) Tools **8.6** /10 Based on 489 responses **8.8** /10 Based on 781 responses Incident Management **8.2** /10 Based on 370 responses **8.3** /10 Based on 323 responses Service Desk **7.8** /10 Based on 849 responses **8.5** /10 Based on 429 responses Uncover more feature rated insights from real users to improve your shopping experience. See it for free Help Desk **9.0** /10 Based on 28 responses Not enough data Customer Self-Service **8.0** /10 Based on 154 responses Not enough data IT Alerting **7.7** /10 Based on 70 responses Not enough data Enterprise IT Management **8.2** /10 Based on 364 responses Not enough data User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 17.5% Mid-Market(51-1000 emp.) 60.7% Enterprise(\> 1000 emp.) 21.8% Small-Business(50 or fewer emp.) 17.5% Mid-Market(51-1000 emp.) 60.7% Enterprise(\> 1000 emp.) 21.8% Small-Business(50 or fewer emp.) 5.9% Mid-Market(51-1000 emp.) 21.4% Enterprise(\> 1000 emp.) 72.7% Small-Business(50 or fewer emp.) 5.9% Mid-Market(51-1000 emp.) 21.4% Enterprise(\> 1000 emp.) 72.7% **Reviewers' Industry** [![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")](https://www.g2.com/products/freshservice/reviews) Freshservice Information Technology and Services 20.0% Computer Software 5.3% Construction 4.3% Hospital & Health Care 3.6% Education Management 3.4% Other 63.4% [![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management Information Technology and Services 24.0% Hospital & Health Care 7.1% Computer Software 6.8% Financial Services 5.9% Computer & Network Security 3.7% Other 52.5% Alternatives **Freshservice Alternatives** ![Atera IT Management](https://images.g2crowd.com/uploads/product/hd_favicon/b0d43ac9ef8eabd2a36c4a9b8ed74ccb/atera-it-management.svg "Atera IT Management") [ Atera ](/products/atera-it-management/reviews) ![NinjaOne](https://images.g2crowd.com/uploads/product/hd_favicon/e10c660fadbf952719b697ec98bbed05/ninjaone.svg "NinjaOne") [ NinjaOne ](/products/ninjaone/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![Autotask](https://images.g2crowd.com/uploads/product/hd_favicon/9559fdffaf71b8ac31b2e3c064ed8ed7/autotask.svg "Autotask") [ Autotask ](/products/autotask/reviews) **ServiceNow IT Service Management Alternatives** ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus") [ ManageEngine ](/products/manageengine-servicedesk-plus/reviews) ![NinjaOne](https://images.g2crowd.com/uploads/product/hd_favicon/e10c660fadbf952719b697ec98bbed05/ninjaone.svg "NinjaOne") [ NinjaOne ](/products/ninjaone/reviews) ## Freshservice vs ServiceNow IT Service... FAQs Generated using AI Last updated: August 14, 2026 ### What is the difference between Freshservice vs ServiceNow IT Service...? Freshservice stands out for its higher Ease of Use and Setup scores, while ServiceNow IT Service Management is more prominent in the Enterprise segment and has a slightly higher review count. | [Freshservice](https://www.g2.com/products/freshservice/reviews) | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | | --- | --- | | 4.6/5 (1351 reviews) | 4.5/5 (1953 reviews) | | Mid-Market | Enterprise | | 8.8 | 8.2 | | 9.0 | 8.6 | | Ease of Use (158 all-time mentions) | Ease of Use (168 all-time mentions) | ### How do the pricing models of Freshservice and ServiceNow IT Service... compare? Freshservice is rated higher for value, with reviewers expressing greater satisfaction with its pricing compared to ServiceNow IT Service Management. - **Freshservice:** In recent reviews, many cite competitive pricing and strong ROI, though some note costs can rise with advanced features or more agents. - **ServiceNow IT Service Management:** Reviewers frequently mention high licensing costs and complexity, with several noting it is geared toward large enterprises and can be cost prohibitive for smaller organizations. - **Switching reasons:** Reviewers moving to Freshservice often cite easier setup and more predictable pricing as key factors. ### What are the best alternatives to Freshservice and ServiceNow IT Service...? The top 3 alternatives to Freshservice and ServiceNow IT Service Management are Jira Service Management, Vivantio, and NinjaOne. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | Pricing is competitive, but can increase with advanced features | Ease of Use (158 all-time mentions) | | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | High licensing costs, geared toward large enterprises | Ease of Use (168 all-time mentions) | | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | Integration with Atlassian ecosystem | | [Vivantio](https://www.g2.com/products/vivantio/reviews) | 4.3/5 (295 reviews) | Mid-Market | — | Customizability | | [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5 (5025 reviews) | Mid-Market | — | High customer satisfaction | ### Which IT Service Management (ITSM) Tools features should I prioritize when comparing Freshservice and ServiceNow IT Service...? Buyers comparing Freshservice and ServiceNow IT Service Management should prioritize Ease of Use, Automation, Integrations, Customization, and Asset Management. - **Ease of Use:** Freshservice (9.2), ServiceNow IT Service Management (8.5); 158 and 168 all-time mentions respectively. - **Automation:** Freshservice (75 all-time mentions), ServiceNow IT Service Management (recent reviews highlight automation as a core strength). - **Integrations:** Freshservice (54 all-time mentions), ServiceNow IT Service Management (recent reviews highlight strong integrations). - **Customization:** Freshservice (42 all-time mentions), ServiceNow IT Service Management (recent reviews highlight high customizability, especially for enterprise needs). - **Asset Management:** Freshservice (47 all-time mentions), ServiceNow IT Service Management (recent reviews cite strong CMDB and asset management capabilities). ### What are the pros and cons of Freshservice vs ServiceNow IT Service...? Freshservice's headline strength is its intuitive user experience, while ServiceNow IT Service Management is recognized for its robust enterprise-grade features and automation. - **Freshservice strengths:** Ease of Use (158 all-time mentions), Automation (75), Ticketing System (67), User Interface (61), Integrations (54), Customization (42), Asset Management (47). - **Freshservice trade-offs:** Learning Curve (36), Limited Customization (33), reporting and analytics can be restrictive, and advanced features may require higher-tier plans. - **ServiceNow IT Service Management strengths:** Ease of Use (168 all-time mentions), Features (97), Collaboration (52), Team Collaboration (30), strong automation and workflow capabilities, high customizability for enterprise needs. - **ServiceNow IT Service Management trade-offs:** Steep learning curve for new users, high licensing costs, complex setup and customization, and can be overwhelming for smaller organizations. ### Is Freshservice or ServiceNow IT Service... better for small businesses? Freshservice is the better fit for small businesses, with a stronger presence in the Mid-Market segment and reviewer sentiment highlighting ease of use and quick setup. - **Freshservice:** Largest segment is Mid-Market; reviewers consistently praise its intuitive interface, fast onboarding, and suitability for smaller IT teams. - **ServiceNow IT Service Management:** Largest segment is Enterprise; reviewers note its complexity and higher cost, making it more suitable for large organizations. ### Which IT Service Management (ITSM) Tools platform has better integrations? Freshservice is favored for integrations, with more reviewer-cited integration mentions and broader third-party tool support. - **Freshservice:** 54 all-time mentions for integrations, including Freshdesk (36), Slack (24), and Jira (17); reviewers highlight easy integration with popular collaboration and IT tools. - **ServiceNow IT Service Management:** Jira integration (22 all-time mentions); reviewers note strong integration with enterprise applications but fewer third-party tool mentions compared to Freshservice. ### How do Freshservice and ServiceNow IT Service... compare on customer support? Freshservice is rated higher for Quality of Support, with a 0.4-point advantage over ServiceNow IT Service Management. - **Freshservice:** Quality of Support score is 9.0; reviewers frequently cite responsive, helpful, and consistent support experiences. - **ServiceNow IT Service Management:** Quality of Support score is 8.6; reviewers describe support as generally reliable but note variability and longer resolution times for complex issues. ### Which is easier to implement, Freshservice or ServiceNow IT Service...? Freshservice is rated higher for Ease of Setup, with a 0.6-point advantage over ServiceNow IT Service Management. - **Freshservice:** Reviewers consistently highlight quick onboarding, intuitive setup, and minimal training required, especially for small and mid-sized teams. - **ServiceNow IT Service Management:** Reviewers note that setup can be complex and time-consuming, often requiring specialized expertise and more extensive configuration, particularly for advanced workflows and integrations. ### Which product has better Automation? Freshservice and ServiceNow IT Service Management are both highly rated for Automation, with strong reviewer support for automation features in each platform. - **Freshservice:** Automation cited in 75 all-time reviews; reviewers highlight workflow automation, AI-powered ticket routing, and time-saving approval flows. - **ServiceNow IT Service Management:** Recent reviews emphasize robust automation capabilities, including workflow automation, auto-approvals, and integration-driven process automation for large-scale IT operations.