# ServiceNow IT Service Management vs Spiceworks Cloud Help Desk 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 centralizes all active incidents into a single interface, making it easier to monitor complex user requests.
- **Users say** that Spiceworks Cloud Help Desk offers a **cost-effective solution** for mid-market companies, highlighting its free access and strong community support. Reviewers appreciate its efficient ticket submission and tracking, which helps streamline their IT support processes.
- **According to verified reviews** , ServiceNow's customization capabilities stand out, allowing users to design their own dashboards based on SLA and OLA standards. This flexibility is a significant advantage for organizations looking to tailor their IT service management to specific needs.
- **Reviewers mention** that Spiceworks Cloud Help Desk is particularly user-friendly, with an intuitive setup process that makes it easy for teams to get started. Users have noted that the platform's reporting features provide valuable insights into support ticket trends.
- **G2 reviewers highlight** that while both products have strong support features, ServiceNow IT Service Management slightly edges out with its overall quality of support, receiving higher ratings for responsiveness and effectiveness in resolving issues.
- **Users report** that Spiceworks Cloud Help Desk shines in its **collaboration features** , allowing users to work together effectively on tickets. The ability to create knowledge base articles is also a plus, helping teams share solutions and improve efficiency.



| | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,891 | 311 | 
| **Largest Market Segment** | Enterprise (73.4% of reviews) | Mid-Market (65.8% of reviews) | 
| **Entry Level Price** | No pricing available | Free | 

---
## Top Pros & Cons

### ServiceNow IT Service Management

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

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

### Spiceworks Cloud Help Desk

Pros:
- Collaboration (1 reviews)
- Communication Efficiency (1 reviews)

Cons:
- Connectivity Issues (1 reviews)
- Integration Issues (1 reviews)

---
## Ratings Comparison
| Rating | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
  | **Meets Requirements** | 8.9 (915 reviews) | 8.6 (286 reviews) | 
  | **Ease of Use** | 8.5 (1378 reviews) | 8.7 (287 reviews) | 
  | **Ease of Setup** | 8.2 (762 reviews) | 8.7 (215 reviews) | 
  | **Ease of Admin** | 8.6 (333 reviews) | 8.8 (217 reviews) | 
  | **Quality of Support** | 8.6 (998 reviews) | 8.4 (235 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (328 reviews) | 8.9 (176 reviews) | 
  | **Product Direction (% positive)** | 8.8 (913 reviews) | 8.1 (286 reviews) | 

---
## Pricing

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Spiceworks Cloud Help Desk

#### Entry-Level Pricing

Plan: Spiceworks Hosts It

Price: Free

Description: Hosted hassle-free in the cloud.
No installation and no hardware.


[Browse all 2 editions](https://www.g2.com/products/spiceworks-cloud-help-desk/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | N/A | N/A |
| **Spiceworks Cloud Help Desk** | 8.1/10 | 13 |

#### Ticket and Case Management

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.2 (13 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.3 (13 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.8 (11 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.3 (10 reviews) | 
| **SLA Management** | Not enough data | 8.8 (7 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.8 (11 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.1 (12 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 9.0 (8 reviews) ✓ Verified | 

#### Generative AI

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **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 | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.3 (12 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 9.3 (12 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 7.5 (6 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 6.0 (5 reviews) | 
| **Voice** | Not enough data | Feature Not Available | 

#### Platform

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Mobile User Support** | Not enough data | 5.8 (8 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 7.4 (9 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 9.2 (10 reviews) ✓ Verified | 
| **Integration** | Not enough data | 7.5 (8 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.3 (9 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.0 (11 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 673 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Administration

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Change Management** | 9.2 (331 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.8 (256 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.8 (322 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Help Desk** | 9.4 (401 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.3 (323 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 9.1 (372 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Reporting** | 8.9 (320 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.7 (241 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.7 (241 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.9 (240 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.4 (221 reviews) | Not enough data | 

#### Functionality

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Ticketing System** | 9.5 (416 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.7 (229 reviews) | Not enough data | 
| **Alerting** | 8.7 (232 reviews) ✓ Verified | Not enough data | 
| **Automation** | 9.0 (343 reviews) ✓ Verified | Not enough data | 

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

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (54 reviews) | Not enough data | 
| **Multi-step Planning** | 7.5 (47 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (138 reviews) | Not enough data | 
| **Adaptive Learning** | 7.5 (47 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.4 (50 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (50 reviews) | Not enough data | 
| **Decision Making** | 7.6 (51 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.2/10 | 308 |
| **Spiceworks Cloud Help Desk** | N/A | N/A |

#### Monitoring

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Constant Monitoring** | 8.9 (225 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 9.1 (239 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 9.1 (246 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 7.5 (31 reviews) | Not enough data | 

#### Management Tools

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Ticket Assignment** | 9.2 (251 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 9.1 (253 reviews) | Not enough data | 
| **Lifecycle Visualization** | 8.7 (235 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **AI Text Generation** | 8.3 (107 reviews) | Not enough data | 
| **AI Text Summarization** | 8.3 (123 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (27 reviews) | Not enough data | 
| **Multi-step Planning** | 7.4 (28 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (34 reviews) | Not enough data | 
| **Adaptive Learning** | 7.5 (27 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (27 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (29 reviews) | Not enough data | 
| **Decision Making** | 7.8 (29 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 404 |
| **Spiceworks Cloud Help Desk** | 8.6/10 | 140 |

#### Incident Management

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Automate Ticket Routing** | 9.0 (329 reviews) | Feature Not Available | 
| **Ticket Prioritization** | 9.0 (324 reviews) | 8.8 (125 reviews) | 
| **Ticket Notifications** | 9.1 (330 reviews) | 9.3 (131 reviews) | 
| **Knowledge Base** | 8.8 (320 reviews) | 8.2 (113 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.8 (304 reviews) | 8.2 (102 reviews) | 

#### Reporting

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Dashboards** | 8.8 (326 reviews) | 8.6 (127 reviews) | 
| **Time Tracking** | 8.7 (289 reviews) | 8.4 (107 reviews) | 
| **Surveys** | 8.5 (179 reviews) | Feature Not Available | 

#### Access & Usability

| Feature | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Mobile** | 8.0 (239 reviews) | 8.1 (98 reviews) | 
| **Self Service** | 8.8 (304 reviews) | 8.9 (106 reviews) | 
| **Active Directory** | 8.5 (262 reviews) | 8.9 (89 reviews) | 
| **Multi-Channel Access** | 8.8 (167 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

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

---
## Categories
**Shared Categories (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to ServiceNow IT Service Management (3):** [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)

**Unique to Spiceworks Cloud Help Desk (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow IT Service Management | Spiceworks Cloud Help Desk | 
|---|---|---|
| **Small-Business** | 5.8% | 22.1% | 
| **Mid-Market** | 20.8% | 65.8% | 
| **Enterprise** | 73.4% | 12.1% | 

### By Industry

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.5%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.4%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

#### Spiceworks Cloud Help Desk

- **Information Technology and Services:** 17.9%
- **Education Management:** 8.5%
- **Higher Education:** 4.9%
- **Hospital & Health Care:** 4.6%
- **Computer Software:** 2.6%
- **Consumer Goods:** 2.3%
- **Marketing and Advertising:** 2.3%
- **Retail:** 2.3%
- **Primary/Secondary Education:** 2.0%
- **Non-Profit Organization Management:** 2.0%
- **Other:** 50.8%

---
## Alternatives

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 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 (785 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 (4392 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 (277 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)

### Alternatives to Spiceworks Cloud Help Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1213 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [GLPI](https://www.g2.com/products/glpi/reviews) — 4.5/5 stars (42 reviews)

---
## Top Discussions

### 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."

### Spiceworks Cloud Help Desk

- Title: [I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?](https://www.g2.com/discussions/remote-management) — 4 comments, 1 upvote
  > **Top comment:** "Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote..."
- Title: [What is Spiceworks Cloud Help Desk used for?](https://www.g2.com/discussions/what-is-spiceworks-cloud-help-desk-used-for) — 1 comment
  > **Top comment:** "It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees "

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