# Freshservice vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in **ease of use** , with users appreciating its intuitive interface and straightforward setup process. One user highlighted that the documented guidelines are clear, making it easier to establish a professional help desk setup.
- **Users say** that ServiceNow IT Service Management stands out for its **robust automation capabilities** , particularly in ticket routing. Reviewers have praised its seamless integration with the CMDB, which centralizes incident management and enhances monitoring of complex user requests.
- **According to verified reviews** , Freshservice is favored by mid-market companies for its **affordability** and value, with an entry-level price of $19. Users appreciate the free service option that allows them to get started without a significant financial commitment.
- **Reviewers mention** that ServiceNow IT Service Management offers extensive **customization options** , enabling users to design dashboards based on SLA and OLA standards. This flexibility is particularly beneficial for larger enterprises looking to tailor the platform to their specific needs.
- **G2 reviewers highlight** that Freshservice provides excellent **support quality** , with users noting the helpfulness of the service and its integration capabilities with existing systems. This support is crucial for organizations looking to streamline their IT operations.
- **Users report** that while ServiceNow IT Service Management has a higher overall G2 score, Freshservice's user-friendly features, such as ticket categories and analytics dashboards, contribute to a more organized and efficient workflow for agents, making it a strong contender for teams prioritizing usability.



| | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 1,336 | 1,878 | 
| **Largest Market Segment** | Mid-Market (61.9% of reviews) | Enterprise (73.5% of reviews) | 
| **Entry Level Price** | $19.00 | No pricing available | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 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 | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1185 reviews) | 8.9 (897 reviews) | 
  | **Ease of Use** | 9.2 (1190 reviews) | 8.5 (1335 reviews) | 
  | **Ease of Setup** | 8.8 (975 reviews) | 8.1 (729 reviews) | 
  | **Ease of Admin** | 9.0 (958 reviews) | 8.6 (328 reviews) | 
  | **Quality of Support** | 9.0 (1145 reviews) | 8.6 (971 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (933 reviews) | 8.8 (323 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1168 reviews) | 8.9 (890 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

### Help Desk

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

#### Ticket and Case Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | Not enough data | 
| **Ticket response user experience** | Not enough data | Not enough data | 
| **Workflow** | Not enough data | Not enough data | 
| **Response Automation** | Not enough data | Not enough data | 
| **SLA Management** | Not enough data | Not enough data | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 
| **Ticket Collaboration** | Not enough data | Not enough data | 
| **Customer and Contacts Database** | 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 | 

#### 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 | 

#### Platform

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | Not enough data | 
| **Customization ** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 448 |
| **ServiceNow IT Service Management** | 8.5/10 | 664 |

#### Administration

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.6 (324 reviews) ✓ Verified | 9.2 (321 reviews) ✓ Verified | 
| **Asset Management** | 8.4 (351 reviews) ✓ Verified | 8.8 (254 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.3 (375 reviews) ✓ Verified | 8.8 (316 reviews) ✓ Verified | 

#### Service Desk

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.5 (410 reviews) ✓ Verified | 9.4 (387 reviews) ✓ Verified | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | 9.3 (317 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (373 reviews) ✓ Verified | 9.1 (358 reviews) ✓ Verified | 

#### Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 8.5 (314 reviews) ✓ Verified | 8.9 (312 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (320 reviews) ✓ Verified | 8.7 (240 reviews) ✓ Verified | 
| **Access Management** | 8.8 (283 reviews) ✓ Verified | 8.7 (237 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (290 reviews) ✓ Verified | 8.9 (238 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | 8.4 (220 reviews) | 

#### Functionality

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.5 (343 reviews) ✓ Verified | 9.5 (400 reviews) ✓ Verified | 
| **Performance Logging** | 8.7 (269 reviews) ✓ Verified | 8.7 (228 reviews) | 
| **Alerting** | 8.7 (267 reviews) ✓ Verified | 8.7 (232 reviews) ✓ Verified | 
| **Automation** | 8.8 (310 reviews) ✓ Verified | 9.0 (333 reviews) ✓ Verified | 

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

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | 7.5 (51 reviews) | 
| **Multi-step Planning** | 6.9 (8 reviews) | 7.6 (46 reviews) | 
| **Cross-system Integration** | 8.5 (13 reviews) | 8.7 (128 reviews) | 
| **Adaptive Learning** | 7.4 (7 reviews) | 7.6 (46 reviews) | 
| **Natural Language Interaction** | 7.1 (7 reviews) | 7.4 (49 reviews) | 
| **Proactive Assistance** | 8.1 (9 reviews) | 7.2 (49 reviews) | 
| **Decision Making** | 8.0 (9 reviews) | 7.7 (50 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.4/10 | 368 |
| **ServiceNow IT Service Management** | 8.2/10 | 308 |

#### Monitoring

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | 8.3 (267 reviews) ✓ Verified | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | 8.6 (303 reviews) ✓ Verified | 9.1 (239 reviews) ✓ Verified | 
| **TIcket Accuracy** | 8.8 (320 reviews) ✓ Verified | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | 6.1 (26 reviews) | 7.5 (31 reviews) | 

#### Management Tools

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | 9.0 (341 reviews) ✓ Verified | 9.2 (248 reviews) ✓ Verified | 
| **Standardization** | 8.9 (331 reviews) | 9.0 (251 reviews) | 
| **Lifecycle Visualization** | 8.5 (295 reviews) ✓ Verified | 8.7 (234 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 7.8 (137 reviews) | 8.3 (107 reviews) | 
| **AI Text Summarization** | 7.8 (136 reviews) | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.6 (6 reviews) | 7.3 (27 reviews) | 
| **Multi-step Planning** | 5.6 (6 reviews) | 7.4 (28 reviews) | 
| **Cross-system Integration** | 5.8 (6 reviews) | 7.9 (34 reviews) | 
| **Adaptive Learning** | 7.0 (5 reviews) | 7.5 (27 reviews) | 
| **Natural Language Interaction** | 6.3 (5 reviews) | 7.8 (27 reviews) | 
| **Proactive Assistance** | 7.0 (5 reviews) | 7.8 (29 reviews) | 
| **Decision Making** | 7.0 (5 reviews) | 7.8 (29 reviews) | 

### 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 | 

#### 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 | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (134 reviews) | Not enough data | 
| **Community Forums** | 7.1 (113 reviews) | Not enough data | 
| **Mobile Optimization** | 7.6 (115 reviews) | Not enough data | 
| **Personalization** | 8.2 (134 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Branding** | 8.5 (135 reviews) | Not enough data | 
| **Automation** | 8.7 (140 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.1 (108 reviews) | Not enough data | 
| **Integrations** | 8.1 (130 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | Not enough data | 
| **Multi-step Planning** | 5.3 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 5.3 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 5.3 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 5.0 (5 reviews) | Not enough data | 
| **Decision Making** | 5.3 (5 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.1/10 | 70 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 7.7 (70 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** | 7.0 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 7.0 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.0/10 | 844 |
| **ServiceNow IT Service Management** | 8.5/10 | 400 |

#### Incident Management

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (737 reviews) | 9.0 (327 reviews) | 
| **Ticket Prioritization** | 8.9 (737 reviews) | 9.0 (322 reviews) | 
| **Ticket Notifications** | 9.0 (796 reviews) | 9.1 (326 reviews) | 
| **Knowledge Base** | 8.6 (729 reviews) | 8.8 (316 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | 8.8 (303 reviews) | 

#### Reporting

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.6 (775 reviews) | 8.8 (323 reviews) | 
| **Time Tracking** | 8.2 (639 reviews) | 8.7 (287 reviews) | 
| **Surveys** | 8.2 (615 reviews) | 8.5 (178 reviews) | 

#### Access & Usability

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 8.4 (701 reviews) | 8.0 (239 reviews) | 
| **Self Service** | 8.9 (728 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 8.5 (550 reviews) | 8.5 (262 reviews) | 
| **Multi-Channel Access** | 8.6 (562 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | Freshservice | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (8 reviews) | 8.1 (23 reviews) | 
| **Multi-step Planning** | 6.7 (8 reviews) | 8.1 (21 reviews) | 
| **Cross-system Integration** | 7.1 (8 reviews) | 8.7 (34 reviews) | 
| **Adaptive Learning** | 7.0 (9 reviews) | 7.9 (19 reviews) | 
| **Natural Language Interaction** | 7.1 (8 reviews) | 8.4 (19 reviews) | 
| **Proactive Assistance** | 6.7 (8 reviews) | 7.8 (20 reviews) | 
| **Decision Making** | 6.7 (8 reviews) | 7.9 (20 reviews) | 

### 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 | 

#### 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 | 

#### 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 | 

---
## 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** | 17.6% | 5.8% | 
| **Mid-Market** | 61.9% | 20.8% | 
| **Enterprise** | 20.5% | 73.5% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.9%
- **Hospital & Health Care:** 7.2%
- **Computer Software:** 6.7%
- **Financial Services:** 5.7%
- **Computer & Network Security:** 3.3%
- **Insurance:** 3.3%
- **Higher Education:** 3.1%
- **Banking:** 2.8%
- **Manufacturing:** 2.4%
- **Retail:** 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 (987 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 (4313 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (784 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1186 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (956 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

### Alternatives to ServiceNow IT Service Management

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (784 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 (4313 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (252 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) — 4.2/5 stars (613 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) — 3 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 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."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 1 comment
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."

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