# Compare Spiceworks Cloud Help Desk vs ServiceNow 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Spiceworks Cloud Help Desk and ServiceNow based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/102709-254088/Spiceworks-IT-Help-Desk-vs-ServiceNow

---

# Spiceworks Cloud Help Desk vs ServiceNow Features and Cost Comparison

Last updated March 13th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

Spiceworks Cloud Help DeskServiceNow2/4 selected

[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[4.4 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/)

[## Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[4.4 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

Starting Price

$6.00/month

Value-for-Money

4.6

Functionality

4.2

Ease of Use

4.3

Customer Service

4.2

Reviews Sentiment

Based on [584 reviews](#user-reviews)

Positive

520

Neutral

46

Negative

18

[## ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/)

Starting Price

$100.00/month

Value-for-Money

4.1

Functionality

4.5

Ease of Use

4.2

Customer Service

4.3

Reviews Sentiment

Based on [344 reviews](#user-reviews)

Positive

321

Neutral

18

Negative

5

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What’s your intended use case?

## Summary

* * *

Key features rated by users

Features selected based on 4,595 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

\--%Fit

Missing features

Feature ratings

Ticket Management

4.4

Real-Time Notifications

NA

Customizable Fields

NA

Third-Party Integrations

NA

Reporting/Analytics

3.8

\--%Fit

Missing features

Feature ratings

Ticket Management

4.5

Real-Time Notifications

NA

Customizable Fields

NA

Third-Party Integrations

NA

Reporting/Analytics

3.7

User satisfaction

User satisfaction

4.4

User reviews[584](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

Ease of use

4.3

Functionality

4.2

Value for money

4.6

Customer support

4.2

User satisfaction

4.5

User reviews[344](https://www.capterra.com/p/254088/ServiceNow/reviews/)

Ease of use

4.2

Functionality

4.5

Value for money

4.1

Customer support

4.3

Price starts from

Price starts from

$6Per User, Per Month

-   Free version
-   Free trial

Price starts from

$100Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

IT pros! There's nothing better than making our IT profesional's lives easier. No matter if you're a CTO, IT manager, IT support specialist, or sysadmin - Spiceworks has something for you.

Best for

ServiceNow CMDB is used by IT departments, system administrators, IT operations managers, digital product teams, and enterprise organizations.

## User reviews

Pros & cons

GM

Gannon M.

IT Infrastructure Engineer

> "I also appreciate the feature that lets end users submit their own tickets via a dedicated email address, which streamlines the..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

GM

Gannon M.

IT Infrastructure Engineer

> "Additionally, the ticket search functionality could use improvement, it's difficult to locate closed tickets, and there's no easy..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

GM

Gannon M.

IT Infrastructure Engineer

> "It delivers great value without compromising core functionality, and it's helped enhance our help desk operations for employees...."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

MU

Mariana U.

HR Recruiter

> "One of the main drawbacks I noticed was the limited customization options compared to more advanced help desk platforms."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7099415)

DA

Donna A.

IT Systems Manager

> "I like the ability to customize ticket categories and the the fact that the system is rarely down for bugs and issues."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7050766)

JS

John S.

IT System Administrator

> "Had a multi-day outage with their email provider recently, communication was lacking and no ETA/ETR was provided."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7097880)

MUM

Michael Uber M.

IT Specialist

> "The Help Desk has been a lifesaver because when I am out on campus I get hit with a lot more requests than I could ever remember,..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008749)

SS

Simon S.

Director of Technology

> "It is sometimes difficult to assign tickets to fellow co-workers as well as access tickets on the mobile device."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008721)

JB

Jim B.

IT Manager

> "Our users can submit tickets quickly, track progress, and get updates."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7027457)

SM

Steven M.

IT Manager

> "They used the drug dealer's approach... Get us addicted, then jack up the price!"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7101688)

SS

Simon S.

Director of Technology

> "It helps organize my daily support tickets as well as created a hub of issues that need to be attended to."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008721)

SM

Steven M.

IT Manager

> "Still bitter about the 'Free Forever' initial sales pitch."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7101688)

JRJ

Jerren Randle J.

Payroll Clerk

> "Our team is able to re-access any closed tickets if research is required."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7085587)

VR

Verified Reviewer

Director of Family Ministries

> "With so much difficultly in getting relevant information out of requests for assistance and making sure that information gets to..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3827215)

DA

Donna A.

IT Systems Manager

> "Spiceworks Cloud Help Desk was one of the first systems I set up from scratch, and the setup was so user-friendly that it did not..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7050766)

MT

Marek T.

CEO

> "At times, the platform experienced slowdowns or glitches, which could be frustrating, especially during critical tasks."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4792944)

NY

Naz Y.

Technology Integration and Support Specialist

> "Overall it makes my life easier, I can easily follow the issues happening in our campus, bugs happen but I don't complain."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7090348)

VR

Verified Reviewer

Director of Family Ministries

> "Second is the confusing way that IT staff received notifications about activities on particularly tickets, and the inability of..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3827215)

JF

Juan F.

CIO

> "My team and I have experience with paid products, and for the purpose of tracking helpdesk tickets, Spiceworks has always kept up..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008664)

VR

Verified Reviewer

Ceo

> "Its free version contains alot of ads which I find annoying sometimes when I'm working."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___5033026)

MU

Michelle U.

Software Engineer

> "Now it helps both of us stay on track and fix those little things I never had time to."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7026415)

SM

Simon M.

Digital Services Partner

> "Advanced features are limited, as is reporting capability."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___5026875)

CP

Chad P.

Director of Technology

> "It helps us to be efficient and support our end-users."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7018421)

CC

Chris C.

Executive Shareholder

> "Customers do not get regular updates summarising their open tickets and monthly closed tickets."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4174883)

Justin G.

Engineeer

> "Spiceworks Cloud Helpdesk is a solid free offering for tickets, contracts, and managing assets."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6652336)

AB

Arnissa B.

Director Of Information Technology

> "You don't have an option to put a ticket on hold or a waiting-for-response option. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3993945)

JB

Jim B.

IT Manager

> "We are a small IT team that supports a few hundred users."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7027457)

KN

Keith N.

IT Operations Manager

> "Tickets taking a while to arrive, and network monitoring can be hit and miss"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3966712)

MN

Madhuri N.

Doctor

> "Spiceworks saved alot time by its unique features."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7053417)

AB

Arnissa B.

Director Of Information Technology

> "You don't have options to view another tech's tickets without looking at all the tickets. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3993945)

FA

Fabruzio A.

Technician

> "Customers can open and update their tickets via email or via web interface in a fast and easy way."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6302025)

JB

Jason B.

Network Administrator

> "The gui is a bit outdated and can run a bit sluggish. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4373863)

JB

Jim B.

IT Manager

> "The help desk system is intuitive and efficient."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7027457)

AK

Alex K.

IT Support Specialist

> "The user interface looks a little dated, but it doesn't really bother me."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3838445)

JF

James F.

Management of Communications and Information Technology

> "Since transitioning from Zendesk last year, we've been using the Spiceworks Help Desk, and it's been a great asset in helping us..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6571935)

JR

Jeffrey R.

VoIP Operations Manager

> "I hate that it is so difficult to be able to get our clients to use the site. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3510727)

GM

Gannon M.

IT Infrastructure Engineer

> "Overall, Spiceworks Cloud Help Desk has been a very solid experience, especially considering it's a free solution."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7022059)

VR

Verified Reviewer

Director of Family Ministries

> "Two features of Spiceworks stand out as the least polished and most frustrating."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3827215)

DA

Donna A.

IT Systems Manager

> "We have used this system for multiple years now and the ongoing improvements have grown with us."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7050766)

SD

Sergio D.

Digital Facilitator

> "There's almost no automation (really basic), and you cannot manage different queues to route tickets to."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2875322)

JS

John S.

IT System Administrator

> "Free and easy to use, fits our needs for SMB perfectly!"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7097880)

CM

Clint M.

Desktop Support Analyst

> "I liked it, but my boss didn't like the tracking and reporting end of it"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___3032355)

MUM

Michael Uber M.

IT Specialist

> "The reporting was instantly available with all the metrics management wanted. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008749)

BM

Ben M.

Network & IT Systems Manager

> "Been used within the IT department for years and hard to justify paying for an alternate when this meets needs. But if you are..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2367675)

SA

Sara A.

Engineer

> "Spiceworks Cloud Help Desk is a really good choice if you need to manage tickets and need an efficient system."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6324950)

LH

Liz H.

Director of Volunteer and Community Engagement

> "The aesthetic of the program is a bit dated and clunky, but nothing that effects is usage in my opinion."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2687788)

NY

Naz Y.

Technology Integration and Support Specialist

> "It is my first ticketing system experience and I can say that it was easy to learn, it took me only a day to figure out..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7090348)

MPR

Merryl Princess R.

Executive Assistant

> "I don't know enough about the back end usage of Spiceworks, but as an employee using it I would say it has limited functions."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#GetApp___2504157)

MU

Michelle U.

Software Engineer

> "We are a very small "shop"...we just added our second developer."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7026415)

MR

Matt R.

Support and Operations

> "Sometimes the software feels a little open source and it isn't always easy to navigate certain things."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2431288)

MUM

Michael Uber M.

IT Specialist

> "Finding a tool that works so well for the school for no cost was a huge bonus. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___7008749)

PLF

Pierre Louis F.

IT manager

> "It is not easy to setup, you have to read a lot of tutorials, also you must have a dedicated email address to setup it."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2694954)

FA

Fabruzio A.

Technician

> "The interface is clean and you immediately know how it works (so, even a newbie can be operational really soon)."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6302025)

VA

Victor A.

IT Manager

> "Integration with our ERP is an issue we can't seem to solve so we gave up on it."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2480279)

AG

Alex G.

Systems Engineer

> "It offers a free service which is very usable, and an excellent place for any business to start if they current do not have a..."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___4850151)

Steven C.

IT Support Technician

> "Reporting is not as robust as some other applications. "

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2161493)

SA

Sara A.

Engineer

> "The interface is quite simple and you will learn fast how to use and manage the tickets."

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___6324950)

VR

Verified Reviewer

Systems Admin

> "Had some trouble tracking tickets"

[See full review](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#Capterra___2418299)

[View Reviews](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

VR

Verified Reviewer

Software Developer and Consultant

> "Overall, ServiceNow has been an effective platform that streamlines operations and supports structured Change Management,..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821)

VR

Verified Reviewer

Knowledge Specialist

> "At times, especially as a beginner, it may be hard to navigate with all the various levels of a customer..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7052335)

VR

Verified Reviewer

Director

> "There is a big number of modules one can add to the platform, including software and hardware inventory, business..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963)

VR

Verified Reviewer

Software Developer and Consultant

> "The platform can be complex to manage, especially in Change Management where configurations can become cumbersome, and it can..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7065821)

JG

Justin G.

IT Specialist

> "ServiceNow offers robust ticketing with powerful automation and reporting, though initial setup and customization can be..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598)

NT

Nishant T.

Sr analyst

> "It is costly for SME firms When integrated to outlook, it produce too many auto mailers, which can disturb corporate user now..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6780060)

VR

Verified Reviewer

Customer Marketing Manager

> "ServiceNow helps our company organize, interpret and develop data using dashboards."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7054402)

GT

George T.

Operations Manager

> "The typing shortcuts usually used in other softwares have different functions that are misleading for example if you type..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6848174)

VR

Verified Reviewer

Software Engineer

> "Provides a simple interface that is consistent across all modules and allows end users to have a sikilar experience for all..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6820646)

YO

Yewande O.

HR Coordinator

> "Bugs and issues was difficult to resolve as it requires reaching out to customer support all the time"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7049544)

JG

Justin G.

IT Specialist

> "Streamlined ticket tracking, customizable workflows, strong automation, and easy integration with ITSM tools."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6857598)

TB

Thomas B.

Risk and Compliance Consultant

> "It feels less like buying a house and more like going to the hardware store and buying lumber and supplies. "

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664)

Sofia B.

Senior Test Engineer

> "It also allows for wide customization to create your own process flows and manage tickets for almost any internal process..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6676058)

SG

Shaun G.

Continuous Improvement Analyst

> "ServiceNow may be able to be customized in a way that makes it an overall better experience, but as a user from multiple..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6531246)

VR

Verified Reviewer

Software engineer

> "ServiceNow streamlines the complex workflows, in my customer support setup it helped me in creating a proper workflow of..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017)

JL

John L.

Automation Engineer

> "The links are long guids and hard for humans to understand vs something like jira."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764)

AK

Ahmed K.

Consultant Specialist

> "It serves as a highly integrated platform that connects all these functions, making it easier to track progress, resolve..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6734940)

SN

Suraj N.

Inside Product Specialist

> "sometimes when I have raised the HR ticket, the resolution provided is not upto the mark or is unsolved."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767)

RG

Roman G.

Sr. Manager, Internal Audit

> "It allows a good customization for different workflows, has connectivity to multiple applications and allows creating..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815)

RS

Robert S.

Data Analyst

> "Combining data from multiple tables/sources is not straightforward."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6550813)

RG

Roman G.

Sr. Manager, Internal Audit

> "Great experience, ServiceNow used as a ticketing tool for access provisioning, change management processes, as well as to..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815)

RK

Rishi K.

ITSM Consultant

> "Depending on the level of customisation required, servicenow can get expensive to implement."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189)

CtM

Cátia M.

ServiceNow Consultant

> "Additionally, its customizable workflows and reporting tools provide valuable insights, enabling organizations to make..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6525115)

JF

Javier F.

Partners Responsible

> "Integration with third-party applications can be challenging at times."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499587)

VR

Verified Reviewer

Director

> "Makes it easy to locate resources that are on the ground on a per-user basis as well, so it helps for risk management in..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6815963)

Naveen C.

Senior Technical Manager

> "Also customizing for specific enterprises is bit time consuming."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022)

NK

Norbert K.

Salesforce Analyst

> "It helps organize work, automates many processes, and supports team efficiency. Despite the initial learning curve, it..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747)

HW

Heather W.

Principal Compliance Specialist

> "I don’t think the ServiceNow GRC tool is the most user friendly compared to similar GRC tools such as Archer."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6536841)

Andrew R.

Cyber Security and Compliance

> "I loved how it allow easy ticket escalation and allowed collaboration with other departments."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624)

TB

Thomas B.

Risk and Compliance Consultant

> "Its junk if everyone on your teams are really new to it. "

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664)

JB

Jonathan B.

Digital Business Analyst

> "It's a very clean software, making it extremely transparent to all users on how to raise and track their cases while giving..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6437241)

AF

Alexia F.

CMO

> "The learning curve can be steep, and some features feel a bit overwhelming at first."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6499574)

SN

Suraj N.

Inside Product Specialist

> "ability to unify and automate workflows across an organization, making it an incredibly powerful tool for enhancing..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6458767)

RG

Roman G.

Sr. Manager, Internal Audit

> "Company support website and its chat bot are not easy to search through or get relevant information."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6723815)

EP

Eduardo P.

Security Analyst Manager

> "Their platform is very open and customizable, allowing us to tailor workflows to our needs."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6777458)

VR

Verified Reviewer

Analytic Scientist

> "Initially, navigating the ServiceNow platform can be a challenge."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840)

MP

Mattia P.

IT Operations Manager

> "An excellent ticketing product, definitely the most famous, it allows for many integrations, many of which are already ready..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6867173)

JL

John L.

Automation Engineer

> "UI but it's hard to navigate."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6810764)

SM

Shreyash M.

Manager

> "Pretty reliable ticket and issue tracking system and can be very useful in managing all communication."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204)

SM

Shubham M.

Consultant

> "AI integration is still not the best."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6473118)

VR

Verified Reviewer

Analyst

> "I use it occasionally to enter tickets and it's pretty easy for me to track the progress. If anything changes, it notifies me..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6431623)

PH

Philip H.

Application Administrative Developer

> "Sometimes it can be to customizable."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6351976)

VR

Verified Reviewer

Senior Desktop Support Technician

> "Being able to link knowledge base, inventory systems, and ticketing systems in one stop is amazing."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6280551)

MW

Michael W.

Owner

> "Training curve for new employees can be a pain."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6667847)

MA

Misbah A.

Product and Manufacturing Engineer

> "ServiceNow has helped our company implement workflows for our processes that are hard or monotonous to manage."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6693819)

VR

Verified Reviewer

Logistics Specialist

> "A bit slow loading speed when there are multiple tabs open"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6129853)

CS

Cherif S.

HR Manager

> "It has seamless features that are very easy to apply so managing our IT has been easy and efficient."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433)

HH

Hassan H.

Cyber Security Analyst

> "Due to extensive feature it offers, sometimes its difficult to find appropriate section which we are looking for and its does..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3778804)

JR

Janessa R.

Product Marketing Manger

> "Improved user interface with streamlined dashboards that make it easy to get and give insight into work."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6842669)

DP

Dulsy P.

Project manager associate

> "Documentation ordering is not easy to understand the flow of product"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4720443)

NK

Norbert K.

Salesforce Analyst

> "It also integrates easily with other systems like Salesforce CRM for example"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6879747)

VR

Verified Reviewer

Azure Cloud Engineer

> "Interface can be cumbersome."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4992308)

RK

Rishi K.

ITSM Consultant

> "Servicenow is an integrated service management tool offering the entire ITIL lifecycle at your fingertips."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6539189)

RB

ROB B.

Operations Manager

> "Cost, it is not equitable for small businesses."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6191616)

VK

Virginia K.

IT Manager

> "The drag and drop feature is helpful .It's integration with other apps is seamless making the whole experience..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6756012)

VsrP

Vidya sagar reddy P.

Cloud Support Engineer

> "Its very complex with multiple development modules, sometimes its very heavy to load and it takes time opening few links."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3818089)

MS

Manon S.

Associate software engineer

> "It automatically routed service requests to the right team, speeding up our response times significantly."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6356329)

VR

Verified Reviewer

IT Systems Engineer II

> "The clunkiness of the product was discouraging."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___5086346)

VR

Verified Reviewer

Software engineer

> "ServiceNow is a great tool for any IT management it improves overall productivity by streamlining complex workflows."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6637017)

SS

Sudhir S.

CASS Lead

> "This led to a number of internal complaints as we had to requests the users to open new tickets for the same request."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741)

PP

Prachi P.

Manager

> "Effective and easy to use interface, with the ability to configure workflows to suit varying processes."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6834638)

UM

Uddipan M.

Data Engineering Manager

> "Sometimes UI response it bit slow which makes users to wait before form response."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3711774)

TB

Thomas B.

Risk and Compliance Consultant

> "It provides an incredibly flexible ticket and project platform. "

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6807664)

SN

Soumalya N.

Architect

> "Changes created by “Copy Change” can not be tracked separately"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836)

LS

Lewis S.

Systems and Network technician

> "Can be utilised with low knowledge on the application but also offers in-depth features that really benefit your service."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6438804)

SN

Soumalya N.

Architect

> "OOB baseline does not support some level of access control for change which it should have"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3815836)

Rohit M.

software development engineer

> "We have been using ServiceNow for ITSM and CSM modules from couple of years now, they are consistent and in every 6th month..."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4869448)

Chetan T.

Customer Experience Director

> "Custom applications running on SNOW can be a little buggy at times."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3813097)

Andrew R.

Cyber Security and Compliance

> "It has a great user interface that is very easy to manipulate and learn from an end user perspective."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7103624)

SS

Sudhir S.

CASS Lead

> "In the past, we have had challenges in re-opening the service now tickets once they were closed in error."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4588741)

CS

Cherif S.

HR Manager

> "It is very intuitive and easy to use so new user with no technical skills do not struggle to navigate this tool."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___7115433)

VR

Verified Reviewer

Mechanical Engineer

> "The self service portal is hard to use for tracking your requests."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4631061)

SD

Suzanne D.

Engineer

> "It integrates with a lot of other systems and has many other modules that can be added"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6727422)

UG

Utkarsh G.

Administrator

> "Sometimes there is some seconds latency in opening tickets, this needs improvement"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4523663)

VR

Verified Reviewer

Analytic Scientist

> "ServiceNow is useful for tracking tickets' status."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6741840)

AV

Ashish V.

Solution Architect

> "Its difficult to manage it through mobile devices."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3509462)

Naveen C.

Senior Technical Manager

> "I have been using since more than 5 years for Incident management and lifecycle of incidents and it really helped."

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6640022)

Kavindu Githsara K.

System Specialist

> "However, its cost and complexity may be drawbacks for some users"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___4389173)

SM

Shreyash M.

Manager

> "Has easy integration with multiple systems"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___6849204)

VR

Verified Reviewer

Staff Engineer

> "There own resolution systems are slow sometimes"

[See full review](https://www.capterra.com/p/254088/ServiceNow/#Capterra___3858620)

[View Reviews](https://www.capterra.com/p/254088/ServiceNow/reviews/)

## User interface

[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)

4.35 (584)

[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)

4.46 (344)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

Spiceworks Cloud Help Desk

14/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/#features)

ServiceNow

Top features

18/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Process/Workflow Automation
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Management

[See all features](https://www.capterra.com/p/254088/ServiceNow/#features)

### Recognition

No recognitions have been awarded to Spiceworks Cloud Help Desk

No recognitions have been awarded to ServiceNow

### Deployment & support

Spiceworks Cloud Help Desk

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

ServiceNow

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Spiceworks Cloud Help Desk

-   By Ziff Davis
-   Located in Ireland
-   Founded in

ServiceNow

-   By ServiceNow
-   Located in United States
-   Founded in 2012

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[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[4.35 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

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4.3

Ease of Use

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[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.46 (344)](https://www.capterra.com/p/254088/ServiceNow/reviews/)

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[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[4.35 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/)

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4.3

Ease of Use

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Contact vendor for pricing

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