# Top 10 ServiceNow Alternatives of 2026 | Capterra > Explore the best ServiceNow alternatives offering unique features, ease of use, and pricing designed for your needs in 2026. Source: https://www.capterra.com/p/254088/ServiceNow/alternatives --- Top 10 ServiceNow Alternatives 2025 Last updated on June 11, 2025 Written by [Barkha Bali](https://www.capterra.com/resources/author/bbali/) Writer Edited by [Caroline Rousseau](https://www.capterra.com/resources/author/caroline-rousseau/) Editor Alternatives for ServiceNow [4.5 (344)](#reviews) User rating:[ 4.5 ](#reviews) Based on (344) reviews [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) is a top-rated help desk solution featured in our [2024 Capterra Shortlist for Information Technology Service Management (ITSM)](https://www.capterra.com/itsm-software/shortlist/?year=2024). The software enables businesses to streamline IT operations, automate workflows, and improve customer service through a scalable and customizable platform suitable for organizations of all sizes. While ServiceNow offers advanced automation, AI-driven workflows, and reporting capabilities, some businesses might prefer alternatives that better suit their specific requirements. Options such as SolarWinds Service Desk, Jira Service Management, and ManageEngine ServiceDesk offer unique features that cater to diverse IT needs. To help you explore the best options, we’ve compared the top 10 ServiceNow alternatives. These tools address various IT management and operational goals, helping you find the perfect tool to match your goals and preferences. ### How we picked the software on this list These ServiceNow alternatives include popular and highly rated products based on our objective analysis. We referenced thousands of verified user reviews on our website, evaluated internet search trends, and independently researched vendor websites to show you which of these competitors may be best for you based on different priorities. All products on this list appear in order of overall rating from our verified reviews as of January 2025. [4.7 (282)](https://www.capterra.com/p/184229/NinjaOne/reviews/) Best Rated Best Rated Starting Price: Contact Vendor Free Trial Free Version Why we picked it User reviews on our website highlight NinjaOne as the best alternative to ServiceNow. It simplifies helpdesk operations through an automated endpoint management platform that streamlines ticketing, automates workflows, and provides real-time visibility into support operations. Agents can resolve tickets faster with 360° visibility and remote management tools, improving user satisfaction by reducing response times. NinjaOne also automates routine tasks, including ticket routing and escalations, enhancing service delivery efficiency. Remote management features, such as terminal access, file explorer, and script deployment, allow agents to manage endpoints remotely, minimizing interruptions and resolving issues with minimal user input. In contrast, ServiceNow is a comprehensive ITSM platform that automates service workflows and incident and change management. It offers AI-powered analytics, advanced reporting, and extensive integrations with enterprise systems. ServiceNow is ideal for larger organizations with complex IT needs, providing a unified platform for managing IT services across departments. Pros & Cons Unified dashboard and data visualizations simplify identifying potential issues, software deployment, and patch management. Secure remote access to endpoints facilitates troubleshooting, software installations, and configuration changes. Integrates with various business tools, including TeamViewer, Webroot, and Bitdefender. MT Marek T CEOFinancial Services, 2 - 10 employeesUsed the software for: 6-12 months. “One of the things I liked most about NinjaOne was its intuitive and user-friendly interface. The platform was designed with simplicity in mind, making it easy to navigate and utilize its various features. The clean and organized layout enhanced productivity.“ May 12, 2023 Limited customizations require using third-party integrations, potentially increasing cost. Slow customer support at times, agents may not always provide adequate solutions or guidance. Clunky and unintuitive interface, difficult for new users to navigate. LR Luca R Sig. Computer & Network Security, 11 - 50 employeesUsed the software for: 1-2 years. “The thing that perhaps needs improvement is that when running tasks at set times there is no option to have an email arrive with the outcome of the task.“ May 28, 2022 Features Patch management 4.2 Remote access/control 4.1 Real-time notifications 4.1 GB Grant B Network EngineerFinancial Services, 11 - 50 employeesUsed the software for: More than 2 years. “I am very pleased, The account managers have always been friendly and helped connect me with the resources I needed and features I have requested have been added over time. The product really feels like it has grown better and better over the past 2 years.“ December 4, 2023 WL Warren L General ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: I used a free trial. “The price is very comparable to it's competitors, but one of the main benefits, is that it feels like a one stop shop for IT. Most things you will require, are all under the hood, so to speak. Helpdesk, asset management, remote support etc.“ January 6, 2023 Pricing The pricing for NinjaOne and ServiceNow is not publicly available and must be requested directly from the vendors. NinjaOne's pricing structure is based on factors such as the number of endpoints where the agent is deployed, the integration add-ons selected, and any applicable promotions or incentives. In contrast, ServiceNow's pricing depends on the number of users, the types of licenses required, and the level of support chosen. Both tools offer a free trial period for users to explore and experience software functionalities before purchasing. [Learn more about NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) * * * [4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) Best for Ticket Management Best for Ticket Management Starting Price: $29 per user, per month Free Trial Free Version Why we picked it User reviews highlight Freshservice, the best-rated platform for ticket management, offering AI-powered ITSM features that enhance help desk efficiency. Freshservice streamlines ticket management by automating routine queries, enabling self-service, and saving time with built-in AI. It improves performance with conversational prompts, and users can boost productivity through codeless drag-and-drop automation. Key workflows and integrations help offload low-value tasks, foster collaboration, and improve problem-solving capabilities. Freddy AI provides additional AI-driven support, and omnichannel capabilities ensure smooth platform communication. Like Freshservice, ServiceNow also offers ticket management features as part of its ITSM platform. It automates incident, problem, and change management processes, leveraging machine learning for predictive analytics and more intelligent ticket routing. ServiceNow's reporting tools provide in-depth insights into ticket performance, and its advanced integration options connect with other enterprise systems. While both platforms focus on automation, Freshservice emphasizes ease-of-use, AI-powered self-service, and omnichannel support, offering a more accessible, user-friendly experience for smaller teams. At the same time, ServiceNow’s advanced capabilities and scalability make it more suitable for large, complex organizations. Pros & Cons Views and bulk actions help sort, filter, and merge tickets and enable mass updates, such as assigning technicians or changing ticket statuses. The self-service portal allows customers to submit tickets, track their progress, and access knowledge-base articles. The workflow builder automates routine tasks, such as ticket assignments and escalations. DC Destiny C Desktop Support TechnicianConstruction, 201 - 500 employeesUsed the software for: More than 2 years. “Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible.“ November 25, 2024 Some features, such as the reports section, can be complex and difficult to navigate. Limited customization options in some pricing plans can be overwhelming for new users. Slow loading times and performance hiccups. AS Ashton S Help Desk TechnicianTransportation/Trucking/Railroad, 501 - 1,000 employeesUsed the software for: 1-2 years. “Some small bugs/performance issues have been around since my company has been using them (over a year now)“ September 5, 2024 Features Ticket management 4.3 Alerts/notifications 4.3 Incident management 4.0 DV David V Senior Systems AdminsitratorEducation Management, 201 - 500 employeesUsed the software for: 1-2 years. “The biggest pro that Freshservice brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, Freshservice has made it easy and simple to move into the product.“ January 5, 2023 JT Jake T IT AdministratorFood Production, 51 - 200 employeesUsed the software for: Less than 6 months. “Very customizable, support was fantastic and the pricing is good. Development team is still actively pushing out new updates all the time“ October 21, 2024 Pricing Freshservice offers four pricing plans—Starter, Growth, Pro, and Enterprise—ranging from $19 to $99 per agent, per month, when billed annually. These plans cater to different business needs, with higher-tier plans offering more advanced features and capabilities. ServiceNow does not have publicly available pricing and requires potential customers to request a quote. ServiceNow’s pricing is based on factors such as the number of users, the types of licenses needed, and the level of support required. [Learn more about Freshservice](https://www.capterra.com/p/132997/Freshservice/) * * * [4.5 (3408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Best Real-time Notifications Best Real-time Notifications Starting Price: $19 per user, per month Free Trial Free Version Why we picked it Freshdesk is an AI-powered customer service solution best rated for its real-time notification features that enhance communication and collaboration. It includes a shared inbox, which allows agents to see and respond to customer queries in real time. The agent availability dashboard helps managers track agent status, enabling better routing and response times. The round-robin routing feature also ensures tickets are distributed evenly among agents, improving efficiency and reducing response times. In comparison, ServiceNow offers a range of ticketing and notification features to improve real-time communication. It includes automated incident notifications and escalations, which can be configured to alert agents about urgent or high-priority tickets. ServiceNow also offers performance analytics that triggers notifications based on certain thresholds, keeping teams informed about ticket status in real time. Moreover, ServiceNow’s integrated workflow automation ensures agents are notified of any changes in ticket status, resolution progress, or updates across multiple departments, maintaining transparency. Pros & Cons Automatically assigns tickets to the appropriate agents based on product category, customer location, or urgency. Setting service level agreements for different ticket types ensures customer issues are resolved within defined timeframes. The agent workspace and self-service portals reduce the administrative burden. VL Vanessa L CEOEducation Management, 11 - 50 employeesUsed the software for: More than 2 years. “Freshdesk has been a great tool for my small-medium business for a number of years now, and has improved customer service and efficiency considerably.“ January 5, 2025 System stability problems, including slow loading times and occasional crashes. Can become quite expensive, especially when scaling up or needing advanced features. Navigating multiple tabs and settings is not intuitive. LW Laura W People CoordinatorConstruction, 51 - 200 employeesUsed the software for: 1-2 years. “Overall my experience is a great one, it gives us the ability to easily request things we may need, from starter set ups to leavers to issues we may be experiencing leading to quicker resolve times for all.“ October 2, 2024 Features Alerts/escalations 46.0 Ticket management 4.6 Real-time notifications 4.6 KW Kaley W Technical Support AnalystComputer Software, 11 - 50 employeesUsed the software for: 1-2 years. “Freshdesk is easy to use for both agents and customers. Customers can access their tickets and a knowledge library all in the same place.“ August 8, 2023 jr joe r Director of OperationsInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day.“ April 22, 2024 Pricing Freshdesk offers a flexible pricing structure with four plans: Free, Growth, Pro, and Enterprise. The Free plan is ideal for small teams and is available at no cost indefinitely. Its paid plans range from $15 to $79 per agent, per month, when billed annually, offering automation, analytics, and advanced customer support tools as you move up the tiers. ServiceNow, on the other hand, follows a custom pricing model. Its costs are tailored based on the unique requirements of each business, such as the number of users, specific modules or licenses needed, and the desired level of customer support. This approach ensures scalability but can make cost comparisons less straightforward for businesses evaluating upfront costs. [Learn more about Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) * * * [4.5 (816)](https://www.capterra.com/p/136189/Salesforce/reviews/) Best for Knowledge Base Management Best for Knowledge Base Management Starting Price: $25 per user, per month Free Trial Free Version Why we picked it Salesforce Service Cloud is highly rated for its knowledge base management, with features that help customer service teams deliver fast, accurate support. Its AI tool, Agentforce, automates the creation of knowledge articles by analyzing previous customer interactions and extracting relevant information, ensuring up-to-date content. Salesforce Service Cloud also offers customizable knowledge article templates, making creating and organizing content easy for agents. The platform allows integration with chatbots, enabling customers to access knowledge-base articles directly through self-service portals. In contrast, ServiceNow offers knowledge management features tailored to enterprise environments. It includes AI-driven content recommendations, which suggest relevant knowledge articles to agents and customers based on the context of their queries. ServiceNow’s knowledge management system supports a collaborative approach, allowing agents to contribute to and update articles. The platform also provides version control, ensuring the most current and accurate information is always accessible. Furthermore, ServiceNow’s knowledge base is fully integrated with its ITSM platform, allowing collaboration and knowledge sharing across departments. Pros & Cons The insights into customer service performance enable businesses to identify areas for improvement and optimization. Workflow rules and process builder help automate routine tasks, such as case assignments, notifications, and escalations. Case management features enable case tracking, resolution, and customer self-service. BW Brittani W CEONon-Profit Organization Management, 11 - 50 employeesUsed the software for: 1-2 years. “Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues.“ August 19, 2024 Can be costly for smaller businesses, especially as features and user licenses are added. Customer support is often slow, and support agents may not always provide adequate solutions or guidance. The platform's complexity and the number of features can make it challenging for new users. VJ Vershley J IT ConsultantComputer Software, 2 - 10 employeesUsed the software for: More than 2 years. “Salesforce as a whole can be quite expensive and the money you paid is not good enough for their knowledge base. This is currently very limited and if you have a knowledge base outside of Salesforce, it can be tricky to connect it to the Service cloud to use the inbuilt features.“ December 1, 2024 Features Call center management 4.4 Customer database 4.2 Support ticket management 3.9 PP Pragnesh P Business Development ManagerConsumer Electronics, 10,001+ employeesUsed the software for: More than 2 years. “Easy to integrate in our existing enterprise systems. Easy to access the tool when we are on the road meeting customers. Easy to update information for other teams in the company and provides an easy communication access.“ May 17, 2022 AS Alex S Head of IntegrationsInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Easy to use and train staff on to help them be effective. User interface is clean and well structured.“ November 28, 2022 Pricing Salesforce Service Cloud offers a tiered pricing model with three plans: Starter Suite, Pro Suite, and Enterprise. These plans range from $25 to $165 per user, per month, catering to businesses of all sizes. The Starter Suite provides essential support tools, while the Pro and Enterprise plans include advanced AI-powered automation, omnichannel support, and detailed analytics for enhancing customer service operations. In contrast, ServiceNow employs a custom pricing approach. Businesses must request a quote, as pricing depends on variables—the number of users, the modules or licenses required, and the level of technical support. [Learn more about Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) * * * [4.5 (446)](https://www.capterra.com/p/144309/Atera/reviews/) Best for Reporting/Analytics Best for Reporting/Analytics Starting Price: $129 per user, per month Free Trial Free Version Why we picked it Atera is highly appreciated by verified users for its reporting/analytics features, which simplify performance tracking and demonstrate the support team's value. With features including audit logs, in-depth automated reports, and user satisfaction reports, Atera provides data-driven insights into daily operations. The platform offers detailed metrics such as total tickets resolved, average ticket duration, and overall team performance, allowing teams to focus on providing proactive support instead of managing complex spreadsheets. In contrast, ServiceNow helps users create detailed reports, analytics, and data visualizations that present application data in a consumable way, enabling teams to analyze progress, monitor performance, and track key metrics. The platform’s performance analytics feature allows for deeper insights into trends and patterns, while data visualizations help identify outliers and monitor key performance indicators (KPIs). While both platforms offer powerful reporting, Atera’s simplicity and focus on actionable insights make it ideal for smaller teams. At the same time, ServiceNow’s extensive data visualization and performance analytics are better suited for businesses looking for more advanced reporting capabilities. Pros & Cons The technician-based pricing model allows businesses to scale their support team without increasing costs as they add more devices. User-friendly customizable dashboards and data visualization tools improve ticketing and task management. Remote access enables technicians to connect to client devices remotely for troubleshooting, software installation, and other support needs. PW Palash W Operations ConsultantInformation Technology and Services, 51 - 200 employeesUsed the software for: 6-12 months. “Atera's dashboard is intuitive and provides insights into the systems we manage, making remote access and troubleshooting tasks easy for us. The pricing model, which is per technician and not per endpoint, is a major plus for cost control.“ October 6, 2024 Potential for unexpected costs due to frequent price increases and extra charges for premium features or add-ons. Users have reported unreliable remote access connections, including slow speeds and connection failures. Customer support can be slow and provide unhelpful responses, leading to long wait times. TA Taylor A PresidentInformation Services, 2 - 10 employeesUsed the software for: More than 2 years. “In my opinion, the Knowledge Base is useless in its current state, especially for saving passwords. No 2FA sharing means it is not helpful at all in IT. The recent Price Hikes and bait and switch on the AI features are a real slap in the face, in my opinion.“ May 31, 2024 Features Server monitoring 4.8 Real-time notifications 4.7 Ticket management 4.4 ST Shaked T System AdministratorInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “I appreciate what Atera did with a CRM system that also includes a computer management system I’ve been working with it for 3 years now and I’m content with the support and uptime of the service.“ January 4, 2025 Paul G Technical ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “The combination of the helpdesk and RMM/PSA features means we don't use multiple systems to achieve our support objectives. The product is maturing and in active development, while not without a few issues. They are usually resolved fairly easily by Atera's support team.“ May 5, 2022 Pricing Atera offers a subscription-based pricing model with four plans: Professional, Expert, Master, and Enterprise. The first three plans are priced between $149 and $219 per technician, per month (billed annually), providing varying tools and features, including remote monitoring, automation, and analytics. The Enterprise plan, however, is a custom option for larger organizations or specific needs, with pricing available upon request. ServiceNow, on the other hand, follows a fully customized pricing model. While Atera offers transparent tiered pricing for smaller to mid-sized teams, ServiceNow provides tailored solutions for organizations with more complex requirements. [Learn more about Atera](https://www.capterra.com/p/144309/Atera/) * * * [4.4 (4071)](https://www.capterra.com/p/164283/Zendesk/reviews/) Best for Alerts/Escalations Best for Alerts/Escalations Starting Price: $39 per user, per month Free Trial Free Version Why we picked it Users find Zendesk Suite’s alerts and escalations features highly efficient, helping customer service teams stay on top of support requests and ensure timely resolution. The platform provides automated triggers that notify agents about important events, such as new tickets, updates, or customer responses. Zendesk also allows for customizable escalation rules, enabling tickets to automatically escalate based on criteria, including urgency or ticket age, ensuring that critical issues are prioritized. Real-time alerts inform agents of ticket progress and status changes, helping them respond to customers’ needs. The ability to set up notifications for both internal teams and customers ensures that all parties are aware of important updates, fostering smoother communication. In comparison, ServiceNow provides automated notifications for incidents, service requests, and change management, which specific conditions, such as SLA violations or critical incidents, can trigger. The platform’s escalation engine allows for customizable escalation policies that ensure timely action based on severity, priority, or service-level agreements (SLAs). ServiceNow’s advanced reporting and analytics also help teams track escalation trends and improve their response strategies. Pros & Cons Centralized platform for managing customer inquiries, including email, chat, phone, and social media interactions. Features such as macros, triggers, and automations streamline support processes, reducing manual effort and improving response times. Live chat, messaging apps, and social media channels enable real-time communication with customers. MB Malkiel B Customer Service SupervisorWholesale, 51 - 200 employeesUsed the software for: More than 2 years. “What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem.“ December 30, 2024 The tiered pricing structure can become expensive for growing businesses. Inadequate support, with users mentioning slow response times and unhelpful agents. Some users find the interface outdated and challenging to navigate, particularly for new users. MN Mark N OwnerBuilding Materials, 11 - 50 employeesUsed the software for: More than 2 years. “The customer service is terrible. They don't care about bugs. If you intend to be an advanced user; building integrations etc then this just won't work out well.“ December 6, 2024 Features Alerts/escalations 4.6 Ticket management 4.5 Real-time notifications 4.5 TA Tayeb A Client Care SpecialistFurniture, 501 - 1,000 employeesUsed the software for: 1-2 years. “I have used Zendesk at a formal office job for almost two years and it was very stable and very convenient to use as a hub to handle all the online requests including social media at a single place.“ March 22, 2024 Pat W Customer Support ManagerMusic, 51 - 200 employeesUsed the software for: More than 2 years. “Zendesk offers lots of features such as integration with other platforms, such as Stripe for payments and subscription administration (SaaS) services to manage customer monthly billing. And they are always adding new features and integrations.“ September 1, 2023 Pricing Zendesk Suite offers a tiered pricing model with four plans: Team, Growth, Professional, and Enterprise. These plans range from $55 to $115 per agent per month, billed annually, and help meet diverse business needs. Lower-tier plans focus on essential customer support tools, while higher-tier plans include advanced reporting, AI-driven automation, and customizable workflows to support large-scale operations and complex customer interactions. While Zendesk provides transparent pricing with clear feature breakdowns, ServiceNow’s tailored pricing is ideal for enterprises seeking a scalable, highly customizable solution for IT service management and beyond. [Learn more about Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) * * * [4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Best Free Version Best Free Version Starting Price: $20 per user, per month Free Trial Free Version Why we picked it Jira Service Management offers a free version popular among small businesses and individual users. The free plan includes templates for IT service management (ITSM), customer service, HR, and more. These templates make it easier to implement service processes without starting from scratch. It supports multi-channel communication, such as a customer portal, email, and chat, so that users can engage with support through their preferred channels. Jira's free version also allows for efficient work intake with customizable forms, workflows, and queues, which helps streamline issue tracking and task management. The free plan includes an embedded knowledge base, which helps users find solutions independently, reducing the workload on support teams. Alerts, on-call schedules, and incident templates are built-in features, making managing service interruptions and prioritizing requests easier. While it lacks a free version, ServiceNow provides a highly advanced suite of features for large organizations with complex IT service management needs. The software includes incident management, problem management, change management, and service request management features, which are customizable and automated for efficiency. The platform is scalable and can support various IT operations across various departments. ServiceNow also integrates with other enterprise tools, including third-party applications, to enable comprehensive service management across the organization. Pros & Cons Workflows, rules, and automations streamline support processes such as ticket routing, assignment, and escalation. Integrates with other Atlassian tools and third-party applications (Slack, GitHub, and Microsoft Teams). Supports agile principles and methodologies, including Scrum and Kanban. MR Matheson R IT Operations SpecialistComputer Software, 51 - 200 employeesUsed the software for: 6-12 months. “The thing that I like most about this product is the portal that shows all my open tickets. I can edit the title to have more information to keep track of exactly what that ticket is. I also like how I can organize it to show what I have open vs what the portal has open in terms of tickets.“ January 6, 2025 Steep learning curve, the interface can be complex and overwhelming for new users. Paid versions can be costly for small businesses and startups. Performance issues, especially when dealing with large datasets or a high volume of concurrent users. Mr Muhammad Suffian r System engineerComputer & Network Security, 11 - 50 employeesUsed the software for: More than 2 years. “Complex setup, expensive for small teams, slower with large data, steep learning curve, and overwhelming customization for non-tech users.“ June 14, 2024 Features Ticket management 4.8 Task management 4.7 Real-time monitoring 4.4 Rahul P AVPFinancial Services, 10,001+ employeesUsed the software for: More than 2 years. “JIRA offers a host of features which helps me in prioritising workflow and keep track of the various user stories, tasks, issues etc. during each sprint. It is highly configurable and adaptable to a wide range of use cases.“ February 27, 2023 Dawit L IT AdministratorInformation Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “One of the aspects I liked most about Jira Service Management was its exceptional incident resolution efficiency. The platform truly excels in streamlining the incident management process, enabling our team to respond swiftly and effectively to any issues that arise.“ June 13, 2023 Pricing Jira Service Management offers four plans: Free, Standard, Premium, and Enterprise. For teams of up to 75 people, the pricing ranges from $19.04 to $47.82 per user, per month (billed monthly). The Free plan is ideal for small teams with basic needs, while the Standard and Premium plans include advanced SLA management, automation, and incident management. The Enterprise plan caters to large-scale organizations with custom requirements, offering advanced analytics, dedicated support, and enhanced security. While Jira Service Management provides transparent pricing and a wide range of options for businesses of different sizes, ServiceNow focuses on delivering highly customizable solutions for complex enterprise workflows. [Learn more about JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) * * * [4.4 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Best for Small Businesses Best for Small Businesses Starting Price: $16 per user, per month Free Trial Free Version Why we picked it Our analysis reveals that ManageEngine ServiceDesk Plus is well-suited for small businesses due to its affordability, ease of use, and streamlined functionality. It offers a range of features, such as a simple ticketing system, asset management, and reporting tools, which allow small businesses to manage IT services without the complexity of more advanced systems. The platform also supports self-service portals, automation of repetitive IT tasks, and customizable workflows, making it easier for small teams to handle requests and incidents with minimal manual effort. Additionally, ManageEngine ServiceDesk Plus is aligned with the best practices of information technology infrastructure library (ITIL), providing structured IT service management without upfront investment. However, for larger organizations with more complex IT requirements, ManageEngine ServiceDesk Plus may not offer the same depth and customization as other, more advanced platforms. For instance, ServiceNow offers a more comprehensive set of ITSM functionalities and advanced integration capabilities that can be critical for distributed enterprises. This makes ServiceNow a preferred choice for organizations that need deeper IT service management solutions and extensive automation features. Some users switched from ManageEngine ServiceDesk Plus to ServiceNow, citing the need for a detailed ITSM platform with advanced integration capabilities as the primary reason for the transition. Pros & Cons The ticketing system automates support workflows and SLA management, streamlining ticket creation, routing, and resolution. Customer portal, customizable dashboards, and self-service options improve accessibility and navigation. Many users have praised the knowledge and helpfulness of the support staff. NJ Nathan J Head of Infrastructure and NetworksInsurance, 51 - 200 employeesUsed the software for: More than 2 years. “As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs.“ June 6, 2023 Slow response times, difficulty contacting support, and unhelpful or inadequate support experiences. Can be expensive for small businesses and startups. Performance issues, including slow loading times and occasional freezes during peak usage hours or when dealing with large volumes of data. AP Ankit P Technical EngineerBanking, 10,001+ employeesUsed the software for: More than 2 years. “The UI of the application can be improved so it can become more user friendly“ November 9, 2023 Features Ticket management 4.4 Help desk management 4.4 Incident management 4.1 GV Gerardo V Product ManagerInformation Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.“ May 18, 2022 Nicat B Network and network security engineerGovernment Administration, 201 - 500 employeesUsed the software for: 6-12 months. “ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop.“ May 3, 2023 Pricing ManageEngine ServiceDesk offers three plans: Standard, Professional, and Enterprise, with pricing ranging from $13 to $67 per technician, per month (billed annually). The Standard plan focuses on core IT help desk capabilities, while the Professional plan adds IT asset management. The Enterprise plan is the most comprehensive, incorporating IT help desk features, asset management, change management, and project management. ServiceNow, on the other hand, adopts a custom pricing model. Businesses must request a quote, as pricing depends on the number of users, the specific modules required, and the level of support needed. [Learn more about ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) * * * [4.5 (511)](https://www.capterra.com/p/107225/SysAid/reviews/) Best Value for Money Best Value for Money Starting Price: Contact Vendor Free Trial Free Version Why we picked it According to verified user reviews on our website, SysAid has the best value for money, receiving a 4.5 out of 5 rating for its pricing. It offers elaborate IT service management features at a competitive price, appealing to small and midsize businesses that want a cost-effective solution without compromising quality. SysAid includes incident management, asset management, and self-service portals while offering a flexible, scalable platform that can grow with your business needs. The platform’s pricing is available upon request, but it generally offers more affordable plans relative to its feature set.  On the other hand, ServiceNow received a 4.2 out of 5 rating for value for money. While slightly lower than SysAid, ServiceNow also offers a comprehensive IT service management (ITSM) solution suitable for larger organizations or those with complex IT needs. Many users have switched from ServiceNow to SysAid due to its more cost-effective pricing, offering similar essential IT service management features at a lower cost. Pros & Cons Insights into key metrics such as resolution times and first-call resolution rates. Customization of ticket forms, workflows, and dashboards to align with unique business processes. A knowledgeable and helpful support team that provides guidance on complex configurations. AK Akosua Tiwaa K Service Desk AnalystInformation Technology and Services, 201 - 500 employeesUsed the software for: More than 2 years. “Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.“ October 27, 2023 Response times for email and phone support are often long and it's difficult to get ahold of a live person. Limited search functionality makes it difficult to find relevant information. Outdated visual design that feels clunky compared to modern help desk platforms. DK Dragan K IT AdministratorAutomotive, 51 - 200 employeesUsed the software for: 1-2 years. “Technical support is below any professional standard.“ July 5, 2024 Features Ticket management 4.4 Incident management 4.2 Real-time notifications 4.0 CM Corus M Deputy Director - User Support ServicesHigher Education, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.“ December 3, 2024 JK Jeffrey K IT ManagerWholesale, 51 - 200 employeesUsed the software for: Less than 6 months. “The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier.“ November 21, 2024 Pricing SysAid offers modular solutions tailored to different needs, including Help Desk, ITSM, and Enterprise-level packages. Pricing for all modules is available upon request from the vendor, allowing businesses to select and pay for only the required features. Similarly, ServiceNow follows a quote-based pricing model, with costs determined by the number of users, the specific modules or licenses needed, and the level of support required. [Learn more about SysAid](https://www.capterra.com/p/107225/SysAid/) * * * [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[4.6 (577)](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/) Best Ease of Use Best Ease of Use [View Profile](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Starting Price: $39 per user, per month Free Trial Free Version Why we picked it SolarWinds Service Desk is highly regarded for its ease of use, earning a rating of 4.3 out of 5, slightly surpassing ServiceNow's 4.2 rating. SolarWinds offers an intuitive and simple user interface, helping users navigate through ticketing, asset management, and reporting tasks with a minimal learning curve. Its clean layout and accessible features make it particularly appealing for teams without extensive ITSM experience, allowing them to manage workflows efficiently without requiring elaborate training. In contrast, while ServiceNow offers a feature-rich platform with advanced customization options, its interface can feel overwhelming for first-time users, especially in smaller organizations or those new to IT service management tools. The platform's functionality often comes with a steeper learning curve, making it better suited for users with technical expertise or larger IT teams. Pros & Cons Automated discovery scans identify and catalog all connected devices on the network. User-friendly ticketing system with automated ticket routing, assignment, and notifications. Knowledgeable technicians who resolve complex issues quickly. Alejandro Enrique M Helpdesk Operations SupervisorTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “It is satisfying to have a team that provides services within the company in everything related to incidents and IT requirements and supported with a centralized tool such as SolarWinds Service Desk allows the work they perform to be easier, reliable and efficient.“ June 21, 2023 Ticket sorting options are limited to basic criteria, such as ticket ID or creation date. Limited flexibility in tailoring the system to specific organizational needs. Basic workflow automation capabilities and lack of advanced features found in competing products. RR Reza R IT Manager Retail, 51 - 200 employeesUsed the software for: 1-2 years. “The pricing of the different IT processes can be worked on, for instance, between the Team tier and Business tier there is a 20 euro difference which is a little high for small companies.“ February 27, 2023 Features Incident management 4.4 Real-time notifications 4.3 Ticket management 4.1 MD Mayank D Senior SpecialistInformation Technology and Services, 10,001+ employeesUsed the software for: More than 2 years. “I am using this application since last 2 years & I found that real time alert triggering & Search feature is superb. We can easily find any required data using this app if it is available in its database & if it is configured.“ October 15, 2022 JG Jonathan G Undergraduate AssociateInformation Technology and Services, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “The processes that are most used by my team are very easy to perform. Ticket creation is assisted by a very user friendly UI, and ticket management after tickets are created allow for tickets to reflect evolving issues.“ October 1, 2022 Pricing SolarWinds Service Desk offers three pricing plans: Essentials, Advanced, and Premier, ranging from $39 to $99 per technician per month (billed annually). The Essentials plan covers core IT service management features, while the Advanced and Premier plans introduce additional functionalities such as automated workflows, IT asset management, and advanced reporting, with the Premier plan offering the most comprehensive suite of tools. ServiceNow, however, does not have publicly available pricing and follows a custom quote model. [Learn more about SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) * * * ## Top ServiceNow alternatives at a glance Vendor User Rating Starting Price [4.7 (282)](https://www.capterra.com/p/184229/NinjaOne/reviews/) Not provided by vendor [4.5 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/) $29.00 per user, per month [4.5 (3408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $19.00 per user, per month [4.5 (816)](https://www.capterra.com/p/136189/Salesforce/reviews/) $25.00 per user, per month [4.5 (446)](https://www.capterra.com/p/144309/Atera/reviews/) $129.00 per user, per month [4.4 (4071)](https://www.capterra.com/p/164283/Zendesk/reviews/) $39.00 per user, per month [4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $20.00 per user, per month [4.4 (227)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) $16.00 per user, per month [4.5 (511)](https://www.capterra.com/p/107225/SysAid/reviews/) Not provided by vendor [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[4.6 (577)](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/) $39.00 per user, per month ## Our methodology Our independent and objective research is based on market demand signals along with an analysis of our proprietary data as of January 2025. This includes product information and verified user ratings and reviews.  **To be eligible, products had to meet at least one of the following criteria:** - Demonstrate popular demand as a ServiceNow alternative based on online search trends explicitly comparing the two systems.  - Appears as one of the most frequently mentioned products in Capterra reviews in relation to ServiceNow, either as a competitor they also considered in their software search or as an alternative they switched to.  - Be one of the highest-rated products for ServiceNow’s main software category on our site.  **The selected products also met these requirements:** - Must have at least 20 published reviews in the past 2 years as of the analysis period. - Demonstrate U.S. market presence based on factors such as the availability of U.S.-based reviews and product website research.  - In certain cases, depending on the product we’re considering alternatives for, we may expand our selection criteria based on our market insights to ensure we’re providing the best options for buyers. After selecting products, we used user ratings to determine each of the listed “best for” parameters. We took the highest-rated products for each of those “best for” parameters unless that product already appeared on our list. In these cases, we featured the next highest-rated product to avoid repetition.  Some “best for” parameters are based on reviews for attributes, such as overall rating, value for money, ease of use, customer service, and functionality. Other parameters are based on the most important software features in the main category that ServiceNow is listed on our site. To identify the most important features, we asked users to rate, on a scale of “low importance” to “critical,” how important different features are for a given software category. The features showcased are those that the highest percentage of reviewers rated as “highly important” or “critical” within two years of our research process.  **In our descriptions of each featured product, we include the following details:** **Review excerpts:** Review excerpts are passages extracted from longer reviews written by verified reviewers. We obtain these excerpts by applying an algorithm that considers factors including, but not limited to, length, sentiment, topic coverage, and thematic relevance. Excerpts represent user opinion and do not represent the views of, nor constitute, an endorsement by Capterra or its affiliates. Excerpts are not edited for clarity or grammar. **Key features:** Our research team analyzed verified help desk software reviews on Capterra (as of January 2025) to identify the features that users value the most in each of the listed tools. Features that received the highest rating were then included in the list. ## ServiceNow overview ### What is ServiceNow? ServiceNow is an AI-powered ITSM solution that extends its capabilities to other business areas, including customer service, human resources, finance and supply chain, [customer relationship management](https://www.capterra.com/customer-relationship-management-software/) (CRM), and asset management. Its key strengths include process automation, data-driven decision-making, and integrations with third-party tools. ServiceNow helps organizations optimize their operations and improve employee and customer satisfaction by leveraging AI-powered insights, automation tools, and reporting capabilities. As of Jan. 27, 2025, ServiceNow has received an overall rating of 4.5 on Capterra based on reviews from verified users. The software offers scalable standard, professional, and enterprise pricing packages depending on unique business requirements.  ### Key features of ServiceNow ServiceNow offers several features to help organizations improve service delivery and automate complex business workflows. Based on verified user reviews, these are some of the most highly rated features on Capterra: - **Support ticket management:** Centralizes the handling of support requests, allowing users to create, track, and resolve tickets from a unified dashboard. It includes automated ticket routing, prioritization, and self-service portals, improving customer and employee experiences by reducing response times and enhancing efficiency. With an average rating of 4.2 out of 5\*, support ticket management is one of ServiceNow's strongest offerings. - **Service level agreement (SLA) management:** Ensures compliance with agreed-upon service standards by providing tools to set, track, and measure SLAs. This feature helps organizations maintain accountability and improve the reliability of their services. While its average rating of 3.9 out of 5\* reflects room for improvement, SLA management remains an important feature for ServiceNow users. - **Alerts/escalations:** Automates notifications and escalations for issues that exceed predefined thresholds or deadlines. By ensuring faster response times and minimizing downtime, this feature helps organizations prevent bottlenecks in service delivery. This feature has received an average rating of 3.8 out of 5.\* _\*Our research team analyzed verified reviews of ServiceNow on Capterra (as of January 2025) to identify the features that users value the most in this tool. Features that received the highest rating were then included here._ ### What to look for in ServiceNow alternatives When exploring ServiceNow alternatives, focusing on the most important aspects can help you find the perfect tool for your help desk needs. Here are the top three considerations: - **Evaluate product features.** The right tool should offer core capabilities, including ticket management, SLA tracking, automation workflows, and custom reporting to meet your basic operational needs. Additionally, advanced features such as AI-driven analytics can uncover trends and improve decision-making, while integrations with third-party platforms ensure simpler workflows across tools your team already uses. Scalability is equally important because a tool that grows with your business prevents the need for disruptive changes down the line. - **Check user-friendliness**. A platform with an intuitive interface, customizable dashboards, and self-service options minimizes your team's and end users' learning curve. This consideration matters because a complex or clunky system can lead to slower response times, reduced productivity, and resistance from employees. A user-friendly tool ensures your team can focus on resolving issues instead of grappling with the software itself, ultimately improving the overall experience for your customers. - **Consider your budget**. It’s not just about finding a tool with an affordable price tag—it’s about understanding the total cost of ownership. Hidden expenses, such as implementation, training, and support fees, can quickly add up, so transparency is key. Additionally, selecting a solution that scales with your business ensures you won’t outgrow the platform or incur significant costs when upgrading. Failing to account for these factors can lead to unnecessary spending or later frustration with switching tools. ## Which ServiceNow alternative should you choose?   Choosing the right ServiceNow alternative depends on what you need from your help desk and customer service tool. Whether you’re looking for specific features or better pricing, there’s a solution tailored to your specific goals. Below, we’ve highlighted the best alternatives to ServiceNow, with recommendations based on key strengths to help you find the perfect fit for your help desk workflows. - **If you need an intuitive platform,** NinjaOne is the best option because it excels at remote monitoring and management, making it ideal for small to midsize IT teams. - **For affordable and user-friendly help desk solutions,** Freshservice and Freshdesk are ideal, especially for users who want a clean interface and built-in automation to handle ticketing efficiently. - **If your focus is on scalability and CRM integration,** Salesforce Service Cloud is a great choice with its easy integration into the Salesforce ecosystem and advanced reporting features. - **For remote IT management,** Atera is an excellent choice for its all-in-one platform that combines help desk, RMM, and billing into a single, easy-to-use solution. - **For collaborative project management,** Zendesk Suite and Jira Service Management are good options, offering extensive customization, agile workflows, and integrations with other tools. - **If ease of use and cost-effectiveness are essential,** you can choose either ManageEngine ServiceDesk Plus, SysAid, or SolarWinds Service Desk for their intuitive interfaces, affordable pricing, and ITIL-aligned features. ## FAQs What is the best alternative to ServiceNow? The best alternative to ServiceNow depends on your business’s specific needs. For instance, NinjaOne is the best-rated ServiceNow alternative according to our research, particularly for its streamlined remote monitoring and management capabilities. Freshservice is a good choice for teams prioritizing ticket management features, offering automation and a user-friendly interface. Meanwhile, Freshdesk is suitable for those seeking real-time notifications to enhance customer support, responsiveness, and collaboration. Similarly, Zendesk Suite and Jira Service Management are ideal for those wanting advanced customization, agile workflows, and integrations with project management tools. Does ServiceNow have competitors? Yes, ServiceNow has several competitors in the IT service management and help desk software space. Notable competitors include Jira Service Management, Zendesk, SolarWinds Service Desk, ManageEngine ServiceDesk, Freshservice, and NinjaOne. These tools offer varying levels of functionality, from ticket management to IT asset management, and are aimed at businesses with different needs and budgets. Is Jira better than ServiceNow? Jira Service Management is ideal for teams already using Jira for software development or project management, as it integrates well with other Atlassian products, creating a unified workflow. It is generally more affordable, easier to implement, and well-suited for smaller to mid-sized teams looking for a straightforward ITSM solution. On the other hand, ServiceNow offers a scalable, enterprise-grade platform for large organizations with complex ITSM requirements. Its extensive customization options, advanced automation, and broad integration capabilities make it better equipped to handle sophisticated workflows and large-scale deployments. What are the cons of ServiceNow? Some notable drawbacks of ServiceNow that may affect its suitability for certain businesses include a steep learning curve and extensive customizations. The platform’s complexity can be a challenge; while its extensive customization options are a strength, they often require specialized expertise to implement and maintain. Due to its wide range of features, new users may find it challenging to navigate and use the platform efficiently at first. Finally, implementation time is a factor, as ServiceNow deployments typically take longer compared to simpler solutions, such as Zendesk or Jira, which offer faster setup processes. Is ServiceNow costly? Yes, ServiceNow is generally considered an expensive ITSM solution, particularly for small and midsize businesses. Its pricing is available on request from the vendor and follows a custom model, meaning costs can vary significantly depending on factors such as the number of users, the specific modules required, and the level of support needed. While ServiceNow provides a comprehensive and highly scalable solution tailored for enterprise-level ITSM, its price point can be a barrier for organizations with tight budgets. Is ServiceNow similar to Zendesk? While ServiceNow and Zendesk both offer customer support and IT service management features, they cater to different business needs. ServiceNow is an enterprise-grade platform that helps handle complex ITSM and IT operations management, offering more extensive customization and scalability. Zendesk, in contrast, is more user-friendly, cost-effective, and typically better suited for customer support teams, though it does have some ITSM features. [Barkha Bali](https://www.capterra.com/resources/author/bbali/) Barkha Bali is a writer at Capterra, providing expert insights to help small businesses identify the right software for their needs by analyzing user reviews data for the highest rated products in relevant software categories. She has worked in finance, lifestyle, education, and medical. With expertise in marketing and content strategy, Barkha’s work has been featured in Medium and educational websites. When not working, she can be found re-watching “The Office” or “Brooklyn Nine-Nine.” [Caroline Rousseau](https://www.capterra.com/resources/author/caroline-rousseau/) Caroline Rousseau is a content editor at Capterra. A former content analyst, Caroline has, for the past five years, built, written, and edited research reports about technological trends, opportunities, and challenges with a small and midsize business audience in mind. Her content has been featured in French tier 1 media including Le Monde, L’Express, and Le Figaro, among other publications. Her previous experience as a graphic designer, translator, and LQA specialist in various industries... Related reading Table of Contents - [NinjaOne](#NinjaOne) - [Freshservice](#Freshservice) - [Freshdesk](#Freshdesk) - [Salesforce Service Cloud](#Salesforce) - [Atera](#Atera) - [Zendesk Suite](#Zendesk) - [JIRA Service Management](#JIRA-Service-Management) - [ManageEngine ServiceDesk Plus](#ManageEngine-Service-Desk-Plus) - [SysAid](#SysAid) - [SolarWinds Service Desk](#Solarwinds-Service-Desk) - [Top ServiceNow alternatives at a glance](#top-servicenow-alternatives-at-a-glance) - [Our methodology](#our-methodology) - [ServiceNow overview](#servicenow-overview) - [Which ServiceNow alternative should you choose?](#which-servicenow-alternative-should-you-choose) - [FAQs](#faqs) ## Software Found In - [ITSM Software](https://www.capterra.com/itsm-software/) - [Data Center Management Software](https://www.capterra.com/data-center-management-software/) - [IT Asset Management Software](https://www.capterra.com/it-asset-management-software/) - [Help Desk Software](https://www.capterra.com/help-desk-software/) - [IT Management Software](https://www.capterra.com/it-management-software/) - [CMDB Software](https://www.capterra.com/cmdb-software/) - [Configuration Management Tools Software](https://www.capterra.com/configuration-tools-software/) - [Enterprise Resource Planning Software](https://www.capterra.com/enterprise-resource-planning-software/) - [Application Development Software](https://www.capterra.com/application-development-software/) - [Business Management Software](https://www.capterra.com/business-management-software/) - [Cloud Management Software](https://www.capterra.com/cloud-management-software/)