# Helpdesk 365 vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in **automation and integration** , with users praising its seamless ticket routing and deep integration with the CMDB. This allows for centralized management of incidents, making it easier to monitor complex user requests.
- **Users say** Helpdesk 365 shines in **user experience and customer support** , highlighting its intuitive UI/UX and 24/7 availability of support. Reviewers appreciate how it helps track IT tickets and workflows, ensuring SLAs are met to keep users satisfied.
- **According to verified reviews** , ServiceNow IT Service Management has a significantly higher overall satisfaction score, reflecting its robust capabilities in unifying IT operations and service workflows. Users specifically mention the ability to customize dashboards based on SLA and OLA standards as a major benefit.
- **Reviewers mention** that while Helpdesk 365 offers a solid feature set, it faces challenges in **scalability** for larger enterprises. Many users feel it is better suited for mid-market companies, as indicated by its market segment focus.
- **G2 reviewers highlight** that ServiceNow IT Service Management provides a more comprehensive solution for **asset management and reporting** , with users noting its advanced reporting features and the ability to automate ticket routing, which enhances operational efficiency.
- **Users express** that Helpdesk 365, while effective for smaller teams, may not meet the complex needs of larger organizations, particularly in areas like **process workflow and change management** , where ServiceNow's higher ratings indicate a more robust offering.



| | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 243 | 1,905 | 
| **Largest Market Segment** | Mid-Market (76.6% of reviews) | Enterprise (73.0% of reviews) | 
| **Entry Level Price** | Starting at $24.99 | No pricing available | 

---
## Top Pros & Cons

### Helpdesk 365

Pros:
- Ease of Use (28 reviews)
- Customer Support (13 reviews)

Cons:
- Slow Performance (5 reviews)
- Complex Setup (4 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 9.2 (65 reviews) | 8.9 (920 reviews) | 
  | **Ease of Use** | 9.4 (237 reviews) | 8.5 (1384 reviews) | 
  | **Ease of Setup** | 9.2 (122 reviews) | 8.2 (768 reviews) | 
  | **Ease of Admin** | 8.8 (31 reviews) | 8.6 (337 reviews) | 
  | **Quality of Support** | 9.7 (64 reviews) | 8.6 (1003 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (30 reviews) | 8.9 (332 reviews) | 
  | **Product Direction (% positive)** | 9.8 (63 reviews) | 8.9 (919 reviews) | 

---
## Pricing

### Helpdesk 365

#### Entry-Level Pricing

Plan: Plus

Price: Starting at $24.99

Description: per user / month, billed yearly

Key Features:
- 50 ticket requesters
- Unlimited support tickets
- Service fields

[Browse all 4 editions](https://www.g2.com/products/helpdesk-365/pricing)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | 8.7/10 | 12 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (10 reviews) | Not enough data | 
| **Ticket response user experience** | 8.8 (10 reviews) | Not enough data | 
| **Workflow** | 9.3 (9 reviews) | Not enough data | 
| **Response Automation** | 9.1 (9 reviews) | Not enough data | 
| **SLA Management** | 9.4 (8 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.8 (10 reviews) | Not enough data | 
| **Ticket Collaboration** | 9.3 (9 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.3 (7 reviews) | Not enough data | 

#### Generative AI

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Helpdesk 365 | 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 | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Portal** | 9.0 (8 reviews) | Not enough data | 
| **Email to Case** | 9.1 (11 reviews) | Not enough data | 
| **Chat/Live Support** | 7.2 (9 reviews) | Not enough data | 
| **Social Integration** | 7.1 (8 reviews) | Not enough data | 
| **Voice** | 6.9 (7 reviews) | Not enough data | 

#### Platform

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | 8.7 (9 reviews) | Not enough data | 
| **Customization ** | 9.1 (9 reviews) | Not enough data | 
| **User, Role, and Access Management** | 9.7 (10 reviews) | Not enough data | 
| **Integration** | 8.3 (9 reviews) | Not enough data | 
| **Reporting** | 8.8 (10 reviews) | Not enough data | 
| **Dashboards** | 8.5 (10 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | 8.3/10 | 6 |
| **ServiceNow IT Service Management** | 8.5/10 | 676 |

#### Administration

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 9.2 (6 reviews) | 9.2 (334 reviews) ✓ Verified | 
| **Asset Management** | 7.8 (6 reviews) | 8.8 (258 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (6 reviews) | 8.8 (324 reviews) ✓ Verified | 

#### Service Desk

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.4 (6 reviews) | 9.4 (403 reviews) ✓ Verified | 
| **Incident Reports** | 9.4 (6 reviews) | 9.3 (325 reviews) ✓ Verified | 
| **Process Workflow** | 8.6 (6 reviews) | 9.1 (374 reviews) ✓ Verified | 

#### Management

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 8.1 (6 reviews) | 8.9 (324 reviews) ✓ Verified | 
| **Administration Console** | 8.3 (6 reviews) | 8.7 (244 reviews) ✓ Verified | 
| **Access Management** | 8.1 (6 reviews) | 8.8 (242 reviews) ✓ Verified | 
| **Asset Management** | 7.5 (6 reviews) | 8.9 (241 reviews) ✓ Verified | 
| **Policy Dictation** | 7.2 (6 reviews) | 8.4 (221 reviews) | 

#### Functionality

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 8.9 (6 reviews) | 9.5 (416 reviews) ✓ Verified | 
| **Performance Logging** | 8.1 (6 reviews) | 8.7 (229 reviews) | 
| **Alerting** | 7.2 (6 reviews) | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | 7.8 (6 reviews) | 9.0 (347 reviews) ✓ Verified | 

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

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (140 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 311 |

#### Monitoring

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (240 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (252 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (236 reviews) ✓ Verified | 

#### Generative AI

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (107 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | Helpdesk 365 | 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 | 7.9 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.8 (29 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Helpdesk 365** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Generative AI

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Helpdesk 365 | 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 |
|---|---|---|
| **Helpdesk 365** | 8.8/10 | 35 |
| **ServiceNow IT Service Management** | 8.5/10 | 404 |

#### Incident Management

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.9 (33 reviews) | 9.0 (330 reviews) | 
| **Ticket Prioritization** | 9.3 (32 reviews) | 9.0 (325 reviews) | 
| **Ticket Notifications** | 9.2 (33 reviews) | 9.1 (331 reviews) | 
| **Knowledge Base** | 8.8 (30 reviews) | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | 9.0 (30 reviews) | 8.8 (304 reviews) | 

#### Reporting

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.9 (31 reviews) | 8.8 (327 reviews) | 
| **Time Tracking** | 8.6 (30 reviews) | 8.8 (290 reviews) | 
| **Surveys** | 8.3 (30 reviews) | 8.5 (179 reviews) | 

#### Access & Usability

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 8.2 (30 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 9.1 (34 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 9.1 (30 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 8.7 (29 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Helpdesk 365 (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to ServiceNow IT Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Helpdesk 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 9.7% | 5.9% | 
| **Mid-Market** | 76.6% | 21.1% | 
| **Enterprise** | 13.6% | 73.0% | 

### By Industry

#### Helpdesk 365

- **Insurance:** 9.9%
- **Computer & Network Security:** 7.4%
- **Information Technology and Services:** 6.6%
- **Computer Software:** 5.8%
- **Non-Profit Organization Management:** 3.7%
- **Health, Wellness and Fitness:** 3.3%
- **Financial Services:** 3.3%
- **Hospital & Health Care:** 2.9%
- **Education Management:** 2.9%
- **Manufacturing:** 2.9%
- **Other:** 51.2%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.4%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to Helpdesk 365

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7780 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1223 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (615 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4610 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (281 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 (615 reviews)

---
## Top Discussions

### Helpdesk 365

- Title: [What is HR365 - Helpdesk used for?](https://www.g2.com/discussions/what-is-hr365-helpdesk-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "HR365 - Helpdesk is a comprehensive ticketing solution designed for employee support, IT service management, and customer service—both within and outside..."

### 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) — 3 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/helpdesk-365-vs-servicenow-it-service-management)