# Freshservice vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in **ease of use** , with users highlighting its intuitive interface and customization options. Many appreciate how the platform allows for personal configuration, making daily tasks more manageable and efficient.
- **Users say** that ServiceNow IT Service Management shines in **centralizing support requests** , which enhances efficiency in resolving issues. Reviewers value its ability to streamline incident, problem, change, and request management into a single control plane, simplifying the overall management process.
- **According to verified reviews** , Freshservice is praised for its **flexibility and automation features** , which help users tailor workflows to their specific needs. This adaptability is a significant advantage for teams looking to optimize their operations.
- **Reviewers mention** that while ServiceNow offers a robust platform, it may not be as **user-friendly** as Freshservice. Some users have noted that the learning curve can be steeper, which might affect new users trying to get accustomed to the system.
- **G2 reviewers highlight** that Freshservice's reporting tools are particularly well-received, with users finding the interface intuitive for generating key metrics. This feature is crucial for teams that rely on data-driven insights to inform their decisions.
- **Users express** that ServiceNow's consistency in ticket management is a strong point, as it ensures that requests are directed to the right place, even if not resolved instantly. This reliability is essential for organizations that prioritize structured workflows over speed.



---
## Frequently Asked Questions

### 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.



| | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 1,355 | 1,985 | 
| **Largest Market Segment** | Mid-Market (61.6% of reviews) | Enterprise (72.7% of reviews) | 
| **Entry Level Price** | $19.00 | No pricing available | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (229 reviews)
- Features (116 reviews)

Cons:
- Missing Features (83 reviews)
- Limited Features (56 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (163 reviews)
- Incident Management (110 reviews)

Cons:
- Learning Curve (70 reviews)
- Expensive (59 reviews)

---
## Ratings Comparison
| Rating | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1199 reviews) | 8.9 (934 reviews) | 
  | **Ease of Use** | 9.2 (1204 reviews) | 8.6 (1448 reviews) | 
  | **Ease of Setup** | 8.8 (990 reviews) | 8.2 (787 reviews) | 
  | **Ease of Admin** | 9.0 (971 reviews) | 8.6 (346 reviews) | 
  | **Quality of Support** | 9.0 (1158 reviews) | 8.6 (1057 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (946 reviews) | 8.8 (341 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1179 reviews) | 8.8 (930 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Configuration Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Additional Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Widgets** | Not enough data | Not enough data | 
| **Impact Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Request Assignment** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **IT Asset Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Data Mapping** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Active Directory Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Device Auto Discovery** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Vulnerability Scanning** | Not enough data | Not enough data | 
| **Data Aggregation and Publishing** | Not enough data | Not enough data | 
| **Cost Tracking** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Lifecycle Management** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Configuration Automation** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Patch Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **IT Cost Management** | Not enough data | Not enough data | 
| **Archiving & Retention** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Policy Management** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **Sarbanes-Oxley Compliance** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.9/10 | 8 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.7 (5 reviews) | Not enough data | 
| **Ticket response user experience** | 7.7 (5 reviews) | Not enough data | 
| **Workflow** | Not enough data | Not enough data | 
| **Response Automation** | Not enough data | Not enough data | 
| **SLA Management** | 9.7 (5 reviews) | Not enough data | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 
| **Ticket Collaboration** | 9.3 (5 reviews) | Not enough data | 
| **Customer and Contacts Database** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | Not enough data | 
| **Email to Case** | Not enough data | Not enough data | 
| **Chat/Live Support** | Not enough data | Not enough data | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | 8.7 (5 reviews) | Not enough data | 
| **Customization ** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | 9.0 (5 reviews) | Not enough data | 
| **Third-Party Integrations** | 9.3 (5 reviews) | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Activity Dashboard** | 8.7 (5 reviews) | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.5/10 | 463 |
| **ServiceNow IT Service Management** | 8.7/10 | 746 |

#### Administration

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.6 (321 reviews) ✓ Verified | 9.2 (350 reviews) ✓ Verified | 
| **Asset Management** | 8.4 (349 reviews) ✓ Verified | 8.8 (265 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.3 (379 reviews) ✓ Verified | 8.9 (334 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | 9.3 (5 reviews) | 10.0 (12 reviews) | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | 8.0 (5 reviews) | 
| **Ticket Management** | 9.5 (7 reviews) | 9.3 (22 reviews) | 
| **Workflow Management** | 9.4 (6 reviews) | 8.2 (11 reviews) | 
| **Problem Management** | Not enough data | 10.0 (9 reviews) | 
| **Incident Management** | Not enough data | 9.8 (21 reviews) | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.4 (413 reviews) ✓ Verified | 9.4 (416 reviews) ✓ Verified | 
| **Incident Reports** | 9.1 (374 reviews) ✓ Verified | 9.3 (333 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (371 reviews) ✓ Verified | 9.1 (384 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 8.5 (317 reviews) ✓ Verified | 9.0 (332 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (318 reviews) ✓ Verified | 8.6 (248 reviews) ✓ Verified | 
| **Access Management** | 8.8 (280 reviews) ✓ Verified | 8.8 (244 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (289 reviews) ✓ Verified | 8.9 (245 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (226 reviews) ✓ Verified | 8.4 (224 reviews) | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.5 (346 reviews) ✓ Verified | 9.5 (436 reviews) ✓ Verified | 
| **Performance Logging** | 8.7 (267 reviews) ✓ Verified | 8.7 (229 reviews) | 
| **Alerting** | 8.7 (265 reviews) ✓ Verified | 8.7 (236 reviews) ✓ Verified | 
| **Automation** | 8.8 (314 reviews) ✓ Verified | 9.1 (363 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (6 reviews) | 7.6 (56 reviews) | 
| **Multi-step Planning** | 6.7 (6 reviews) | 7.6 (48 reviews) | 
| **Cross-system Integration** | 8.6 (14 reviews) | 8.7 (144 reviews) | 
| **Adaptive Learning** | 7.3 (5 reviews) | 7.5 (47 reviews) | 
| **Natural Language Interaction** | 7.8 (6 reviews) | 7.5 (51 reviews) | 
| **Proactive Assistance** | 7.9 (7 reviews) | 7.3 (51 reviews) | 
| **Decision Making** | 7.6 (7 reviews) | 7.7 (52 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | 9.3 (5 reviews) | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 368 |
| **ServiceNow IT Service Management** | 8.3/10 | 319 |

#### Monitoring

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | 8.3 (265 reviews) ✓ Verified | 8.9 (226 reviews) ✓ Verified | 
| **Timely Alerts** | 8.6 (301 reviews) ✓ Verified | 9.1 (244 reviews) ✓ Verified | 
| **TIcket Accuracy** | 8.8 (318 reviews) ✓ Verified | 9.1 (249 reviews) ✓ Verified | 
| **AI Monitoring** | 6.0 (24 reviews) | 7.7 (33 reviews) | 
| **Mobile Alerts** | Not enough data | Not enough data | 
| **Email Alerts** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Management Tools

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | 9.1 (339 reviews) ✓ Verified | 9.2 (253 reviews) ✓ Verified | 
| **Standardization** | 8.9 (329 reviews) | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | 8.5 (293 reviews) ✓ Verified | 8.7 (237 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (135 reviews) | 8.3 (108 reviews) | 
| **AI Text Summarization** | 7.8 (134 reviews) | 8.3 (126 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 8.0 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.6 (28 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.9 (30 reviews) | 
| **Decision Making** | Not enough data | 7.9 (30 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Asset Inventory

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Requisition Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Maintenance Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Supplier Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Cost Tracking** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Barcode/Ticket Scanning** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Compliance Tracking** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.9/10 | 153 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Summarization** | 7.2 (75 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Knowledge Base** | 8.4 (139 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (133 reviews) | Not enough data | 
| **Community Forums** | 7.1 (112 reviews) | Not enough data | 
| **Mobile Optimization** | 7.6 (114 reviews) | Not enough data | 
| **Personalization** | 8.2 (133 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Branding** | 8.5 (134 reviews) | Not enough data | 
| **Automation** | 8.7 (139 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.0 (107 reviews) | Not enough data | 
| **Integrations** | 8.0 (129 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.7/10 | 70 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 7.7 (69 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.8/10 | 847 |
| **ServiceNow IT Service Management** | 8.5/10 | 418 |

#### Incident Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (736 reviews) | 9.1 (333 reviews) | 
| **Ticket Prioritization** | 8.9 (736 reviews) | 9.0 (328 reviews) | 
| **Ticket Notifications** | 9.0 (795 reviews) | 9.1 (336 reviews) | 
| **Knowledge Base** | 8.6 (728 reviews) | 8.8 (322 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | 8.8 (307 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Reporting

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.6 (774 reviews) | 8.8 (329 reviews) | 
| **Time Tracking** | 8.2 (639 reviews) | 8.8 (292 reviews) | 
| **Surveys** | 8.2 (615 reviews) | 8.5 (179 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 8.4 (700 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 8.9 (727 reviews) | 8.8 (306 reviews) | 
| **Active Directory** | 8.5 (549 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 8.6 (561 reviews) | 8.8 (167 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 6.4 (6 reviews) | 8.2 (24 reviews) | 
| **Multi-step Planning** | 6.4 (6 reviews) | 8.2 (22 reviews) | 
| **Cross-system Integration** | 6.7 (6 reviews) | 8.7 (33 reviews) | 
| **Adaptive Learning** | 6.4 (7 reviews) | 8.0 (20 reviews) | 
| **Natural Language Interaction** | 6.9 (6 reviews) | 8.4 (18 reviews) | 
| **Proactive Assistance** | 5.8 (6 reviews) | 7.8 (20 reviews) | 
| **Decision Making** | 5.8 (6 reviews) | 7.9 (20 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Analysis

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Security

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 
| **Remote Monitoring & Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Audit Trail** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Security Tools** | Not enough data | Not enough data | 
| **Server Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization and Recommendation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **IT Reporting** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Issue Auditing** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Freshservice (5):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)



---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 17.7% | 5.9% | 
| **Mid-Market** | 61.6% | 21.4% | 
| **Enterprise** | 20.7% | 72.7% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.4%
- **Construction:** 4.4%
- **Hospital & Health Care:** 3.5%
- **Education Management:** 3.5%
- **Financial Services:** 3.3%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.3%
- **Marketing and Advertising:** 1.9%
- **Other:** 50.1%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.0%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.8%
- **Financial Services:** 6.1%
- **Computer & Network Security:** 3.5%
- **Insurance:** 3.4%
- **Higher Education:** 3.2%
- **Banking:** 2.8%
- **Manufacturing:** 2.4%
- **Consulting:** 2.4%
- **Other:** 38.1%

---
## Alternatives

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5035 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Remote Monitoring and Management](https://www.g2.com/products/remote-monitoring-and-management/reviews) — 4.6/5 stars (1266 reviews)
- [Ivanti ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (322 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7077 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 reviews)

### Alternatives to ServiceNow IT Service Management

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (986 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (787 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (251 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5035 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Ivanti ITSM](https://www.g2.com/products/ivanti-ivanti-itsm/reviews) — 4.0/5 stars (322 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (297 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (633 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 4 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 2 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshservice-vs-servicenow-it-service-management)