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Compare ServiceNow IT Service Management and Spiceworks Cloud Help Desk 
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At a Glance
Market Segments
Enterprise (74.1% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
No pricing available
Free
ServiceNow IT Service Management
Star Rating
(1,203)4.4 out of 5
Market Segments
Enterprise (74.1% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSpiceworks Cloud Help Desk
Star Rating
(311)4.3 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that ServiceNow IT Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Spiceworks Cloud Help Desk. Users appreciate its ability to streamline IT service delivery and provide real-time reports, enhancing user satisfaction and operational efficiency.
- Users say that Spiceworks Cloud Help Desk offers a user-friendly experience, particularly for smaller teams or mid-market companies. Reviewers highlight its efficient ticket submission and tracking features, along with a supportive community that aids in resolving IT issues quickly.
- According to verified reviews, ServiceNow IT Service Management shines in automation capabilities, with many users noting that routine tasks are automated, saving time and reducing manual effort. This feature is particularly beneficial for larger enterprises looking to optimize their IT operations.
- Reviewers mention that Spiceworks Cloud Help Desk is a cost-effective solution, being free to use, which is a significant advantage for smaller organizations. Users appreciate the ability to create knowledge base articles and the ease of integration, making it a practical choice for budget-conscious teams.
- G2 reviewers highlight that while ServiceNow IT Service Management has a robust feature set, it may come with a steeper learning curve for new users. Some users have expressed challenges with the initial setup, contrasting with Spiceworks' more intuitive onboarding process.
- Users report that both products provide solid support, but ServiceNow IT Service Management edges out slightly with a higher quality of support rating. However, Spiceworks users appreciate the community support available, which can be invaluable for troubleshooting and best practices.
Pricing
Entry-Level Pricing
ServiceNow IT Service Management
No pricing availableSpiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
ServiceNow IT Service Management
No trial information availableSpiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.9
774
8.6
286
Ease of Use
8.5
993
8.7
287
Ease of Setup
8.1
554
8.7
215
Ease of Admin
8.6
300
8.8
217
Quality of Support
8.5
702
8.4
235
Has the product been a good partner in doing business?
8.8
296
8.9
176
Product Direction (% positive)
8.8
752
8.1
286
Features by Category
Ticket and Case Management
Not enough data
8.2
13
|
Verified
Not enough data
8.3
13
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.3
10
Not enough data
8.8
7
|
Verified
Not enough data
8.8
11
|
Verified
Not enough data
8.1
12
|
Verified
Not enough data
9.0
8
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.3
12
|
Verified
Not enough data
9.3
12
|
Verified
Not enough data
7.5
6
|
Verified
Not enough data
6.0
5
Not enough data
Feature Not Available
Platform
Not enough data
5.8
8
|
Verified
Not enough data
7.4
9
|
Verified
Not enough data
9.2
10
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.3
9
|
Verified
Not enough data
8.0
11
|
Verified
Administration
9.0
232
|
Verified
Not enough data
8.7
222
|
Verified
Not enough data
8.8
234
|
Verified
Not enough data
Service Desk
9.1
243
|
Verified
Not enough data
9.2
244
|
Verified
Not enough data
9.0
234
|
Verified
Not enough data
Management
8.9
225
|
Verified
Not enough data
8.9
212
|
Verified
Not enough data
8.9
214
|
Verified
Not enough data
8.8
209
|
Verified
Not enough data
8.5
197
Not enough data
Functionality
9.3
230
|
Verified
Not enough data
8.8
219
Not enough data
8.7
219
|
Verified
Not enough data
8.9
220
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
7.3
42
Not enough data
7.5
41
Not enough data
7.7
43
Not enough data
7.5
41
Not enough data
7.4
41
Not enough data
7.1
41
Not enough data
7.6
43
Not enough data
Monitoring
8.9
222
|
Verified
Not enough data
9.0
231
|
Verified
Not enough data
9.1
234
|
Verified
Not enough data
7.5
31
Not enough data
Management Tools
9.2
234
|
Verified
Not enough data
9.0
226
Not enough data
8.7
218
|
Verified
Not enough data
Generative AI
8.4
105
Not enough data
8.3
119
Not enough data
Agentic AI - Incident Management
7.2
26
Not enough data
7.2
26
Not enough data
7.5
26
Not enough data
7.3
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.6
26
Not enough data
Incident Management
9.0
302
Feature Not Available
8.9
301
8.8
125
9.1
307
9.3
131
8.8
296
8.2
113
8.7
289
8.2
102
Reporting
8.7
300
8.6
127
8.7
278
8.4
107
8.4
171
Feature Not Available
Access & Usability
8.0
234
8.1
98
8.7
287
8.9
106
8.5
255
8.9
89
8.8
163
Feature Not Available
Agentic AI - Service Desk
7.6
18
Not enough data
7.8
18
Not enough data
8.2
18
Not enough data
7.8
18
Not enough data
8.4
18
Not enough data
7.5
18
Not enough data
7.7
18
Not enough data
Categories
Categories
Shared Categories
ServiceNow IT Service Management and Spiceworks Cloud Help Desk are categorized as Service Desk
Unique Categories
ServiceNow IT Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, and Configuration Management
Spiceworks Cloud Help Desk is categorized as Help Desk
Reviews
Reviewers' Company Size
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Spiceworks Cloud Help Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
26.9%
Computer Software
7.4%
Hospital & Health Care
7.1%
Financial Services
5.4%
Computer & Network Security
3.6%
Other
49.5%
Information Technology and Services
17.9%
Education Management
8.5%
Higher Education
4.9%
Hospital & Health Care
4.6%
Computer Software
2.6%
Other
61.6%
Alternatives
Discussions
What is the ServiceNow now platform?
2 Comments
SC
ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) solutions. The...Read more
What is ServiceNow IT Service Management used for?
2 Comments
RS
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations....Read more
Asset Tracking
1 Comment
RK
There are 2 ways to do this:
Buying subscription for ServiceNow Discovery and setting up the environment for setup as per schema as well as maintaining the...Read more
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?
4 Comments
DK
Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote...Read more
What is Spiceworks Cloud Help Desk used for?
1 Comment
AS
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 Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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