Top 10 ServiceNow alternatives for 2025 and beyond
ServiceNow might be a familiar name in the ITSM world, but is it the only option? This guide dives into the top 10 ServiceNow alternatives for 2025 and beyond. We’ll explore user-friendly interfaces, powerful automation, and budget-conscious options. All to supercharge your IT service delivery. Read on and find the perfect ITSM fit for your needs.
About ServiceNow IT Service Management
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline IT operations and improve service delivery. It offers features for various aspects of ITSM, including:
- Incident management
- Problem management
- Change management
- Request management
- Configuration Management Database (CMDB)
- Self-service portal
- Analytics features
Overall, ServiceNow ITSM aims to create a more organized and efficient IT service environment.
Pros and cons of ServiceNow
Pros
- A very comprehensive set of advanced features.
- Possibility to scale and customize the tool to your needs.
- Automation and AI features lead to improved service delivery.
Cons
- The tool might be too expensive for some organizations.
- Although user-friendly, ServiceNow is quite hard to learn at first.
- Setting up the tool requires expertise.
- Excessive customization can lead to challenges with platform upgrades and maintenance.
- Some users have reported performance issues in very large or complex ServiceNow deployments.
- There’s no free trial available.
ServiceNow pricing
Available plans include:
- ITSM Standard
- ITSM Pro
- ITSM Enterprise
| Free trial | Pricing model | Cost |
| No | Subscription | Undisclosed. To learn anything about ServiceNow pricing, you need to contact sales. |
ServiceNow ratings and reviews
Capterra: 4.5 (230 ratings)
G2: 4.3/5 (804 reviews)
Gartner: 4.3/5 (1878 ratings)
⭐⭐⭐⭐⭐ “ITSM is best experienced on servicenow. The tool allows it to handle every aspect of ITSM lifecycle, and enables the IT support organization to perform at their most optimal.”
⭐⭐⭐ “ServiceNow in general is a strong product but it struggles in how to best support a large complex enterprise. Also their licensing model is way too complex.”
⭐⭐⭐ “Good solution with room for improvement on the enterprise level.”
Source: Gartner
Why is ServiceNow so popular?
ServiceNow has become a go-to for many businesses because it’s super versatile and can handle a bunch of different tasks in the cloud. It helps overcome common help desk problems. It’s not for IT teams only. HR, customer service, and security departments can leverage its powerful capabilities as well.
The platform is user-friendly and packed with advanced features that cut down on repetitive tasks. Plus, you can tweak it to fit exactly what your company needs, and it works well with other systems you’re already using. The real kicker is its ability to use data to show you where you can improve.
What is ServiceNow best used for?
ServiceNow is best used for automating and managing IT service processes. However, its capabilities extend well beyond traditional IT service management (ITSM). At its core, ServiceNow helps organizations streamline, automate, and enhance the efficiency of their IT operations. It includes incident management, problem management, change management, and service request management. It’s a single system of record for all IT processes within an organization.
Beyond ITSM, ServiceNow is also used for:
- Enterprise Service Management (ESM)
- IT Operations Management (ITOM)
- IT Business Management (ITBM)
- Security Operations (SecOps)
- Customer Service Management (CSM)
Now, let’s move on to ServiceNow competitors.
Free alternatives to ServiceNow
While there are no free ServiceNow alternatives, there are platforms that offer free versions. They’re usually limited to a few users/agents.
1. Jira Service Management
Jira Service Management (JSM; fka Jira Service Desk) is a service desk solution. It’s designed for IT and service teams to manage customer queries, incidents, problems, and changes. It’s one of the biggest ServiceNow competitors.
It enables organizations to provide fast, efficient service to their employees and customers. Built on the Jira platform, JSM offers features like:
- service desk tools,
- a self-service portal,
- automation rules,
- SLA tracking,
- real-time reporting
- AI capabilities,
- Jira incident management,
- a fully-functional mobile app.
It supports ITIL (Information Technology Infrastructure Library) practices. The platform integrates well with other Atlassian products. That enhances collaboration across development, IT operations, and business teams.
Pros
- Supports ITIL practices such as incident management, problem management, change management, and service request management. It’s ideal for standardized IT service delivery.
- Highly customizable workflows, request types, and service portals allow organizations to tailor the tool to their specific processes and needs.
- Compared to some enterprise-grade solutions, JSM can be a more affordable option, especially for smaller IT teams.
- There’s a Jira Service Management mobile app so agents can work on-the-go.
- Plugins available on the Atlassian Marketplace can enhance JSM functionality even more.
- There’s an Atlassian Partner Program. Thanks to working with Partners, acquiring and using JSM might be even easier for organizations.
- JSM has a user friendly interface.
Cons
- The free plan of the platform offers basic functionality with limited reporting capabilities.
- To implement and manage the tool effectively you may need dedicated resources and training.
Would you like to try Jira Service Management and find out if it’s right for your organization?
Jira Service Management pricing
| Free trial | Pricing model | Cost |
| Yes | Subscription | From $0 for a basic plan (up to 3 agents) to $1,500 for a premium plan (1 to 3 agents). To learn about the enterprise plan’s pricing, you need to contact sales. |
JSM reviews and ratings
Gartner: 4.3/5 (864 reviews)
G2: 4.2/5 (763 reviews)
Capterra: 4.5/5 (650 ratings)
⭐⭐⭐⭐⭐ “Easy to set up, easy to configure, lots of documentation available, works on all platforms, quick and easy to navigate.”
⭐⭐⭐⭐ “I find Jira Service Management to be very user-friendly overall. Despite having started to use it only a year ago, I’ve quickly become adept at navigating the platform. The extensive documentation ensured that answers are readily available, and with a little searching, you can learn (almost) everything you need.”
⭐⭐⭐ “A good ITSM tool with a clear interface and many extensions. Widespread use makes it easy to find possible solutions.”
Source: Gartner
2. Freshdesk
The second free ServiceNow alternative is Freshdesk. It’s free for up to 10 users. Features of the free plan are as follows:
- Integrated ticketing across email and social
- Ticket Dispatch
- Knowledge Base
- Ticket Trend Report
- Out-of-the-box analytics and reporting
- Choose your data center location
- Team collaboration tools
- 24×7 email support
Source: Freshworks
Pros
- The platform is free for up to ten users. It can be a great choice for smaller companies.
- Users say the tool is very user-friendly and easy to navigate.
Cons
- Some users complain about having to pay extra for new AI features.
Pricing
Available plans:
| Free trial | Pricing model | Cost |
| Yes | Subscription | From $0 for up to 10 agents to $948 for 1 agent for an enterprise plan. * |
* billed annually
Freshdesk ratings and reviews
Capterra: 4.5/5 (3261 ratings)
G2: 4.4/5 (3,098 reviews)
Gartner: N/A
⭐⭐⭐⭐⭐ “FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options – as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team.”
⭐⭐⭐ “Freshdesk covers most basic needs from a piece of software you would expect. For everything it does offer, the configuration is easy and can be done without a large team of specialists.”
⭐ “The system and their plans are optimized for mid- to large size businesses, with a lot of features for managing large teams of customer support agents. For smaller teams, this means it can quickly get expensive and you’ll be paying for a lot of things you don’t use.
It also seems like they are not prioritizing small teams. I had a bad experience with their customer support where it would often take up to 5 days for them to respond. They also promised us a certain price over the phone, only to backtrack and give me a much higher price in the follow-up email the next day.”
Source: G2
3. ServiceDesk Plus
ManageEngine ServiceDesk Plus is a comprehensive IT service management software. It goes beyond a help desk. It offers a variety of features to streamline IT operations, including:
- Incident, problem, change, and service request management.
- A knowledge base and self-service portal.
- Asset management for better tracking, control, and lifecycle management.
- Project management.
- Extending ITSM best practices to other departments like HR, finance, and facilities.
- IT release management.
- ManageEngine own data centers for increased privacy.
- Low-code customization options for tailoring the platform to specific needs.
ManageEngine ServiceDesk Plus platform offers a 360-degree approach to IT service management. Using it, you can improve efficiency, user satisfaction, and IT service delivery across various departments.
Pros
- ManageEngine ServiceDesk Plus goes beyond basic help desk functionalities. It offers features for incident, problem, change, and service request management, asset management, and project management within the platform.
- Compared to some enterprise-grade ITSM solutions, ServiceDesk Plus can be a more affordable option. Especially with a free tier for limited users.
- The platform can scale to accommodate the needs of growing businesses and larger organizations.
- Self-service options are available.
- ManageEngine prioritizes data security with its own data centers.
- Low-code customization allows tailoring the platform to specific workflows and needs.
- The platform is constantly being developed.
- It has a user friendly interface.
Cons
- The platform might be overwhelming for smaller businesses with basic help desk requirements.
- The variety of features might have a steep learning curve for some users.
- The free tier has limitations on users and features.
- While affordable at first, pricing for extra features and larger user bases can increase significantly.
Pricing
Available plans:
- Standard
A service desk for IT and non-IT teams
- Professional
A service desk with ITAM capabilities
- Enterprise
A unified service management platform
To learn more about these plans, go to the ManageEngine website.
| Free trial | Pricing model | Cost |
| Yes | Subscription | The Standard plan is free for up to 5 technicians.From $120 per technician a year for a standard plan to $600 for an enterprise plan. |
ServiceDesk Plus ratings and reviews
Capterra: 4.4/5 (206 ratings)
G2: 4.2/5 (223 reviews)
Gartner: 4.3/5 (1079 ratings)
⭐⭐⭐⭐⭐ “Servicedesk Plus gives us the opportunity to handle all our service requests and incidents in one centralized location which speeds up resolution time and ultimately improves productivity.”
⭐⭐⭐⭐ “I appreciate how easy it is to scale up and down. to automate how tickets will be assigned and put rules in place to make the process easier.”
⭐⭐ “Can’t say I am happy with the solution. I keep looking for an alternative. Its price is the only part which is still keeping it in use for us. The product has many limitations which have been there for more than a decade. Without Zoho/Manage Engine even trying to address them!”
Source: Gartner
Paid ServiceNow competitors
Now, let’s move on to paid-only ServiceNow alternatives.
4. Zendesk
Zendesk Service is a cloud-based service management software designed to improve customer interactions and streamline support processes. It offers features like:
- Ticketing system
- Omnichannel support
- Self-service portal
- Agent workspace
- Reporting and analytics
- Automation
Zendesk Service Cloud aims to enhance customer experience by providing efficient and personalized support across various channels.
Pros
- A unified workspace and automation tools can streamline workflows and allow agents to handle more inquiries.
- The cloud-based platform can adapt to growing businesses and increasing customer support needs.
- With omnichannel support, customers can choose how to communicate with the company.
- It seems to be cost effective for smaller teams.
Cons
- Some users say the tool is hard to get used to.
- Agents complain about enterprise-level support.
- As your needs grow and features are added, the cost can increase significantly.
Pricing
Available packages include:
- Support Team
$19 per agent/month
$228/year for 1 agent
- Support Professional
$55 per agent/month
$660/year for 1 agent
- Support Enterprise
$115 per agent/month
$1 380/year for 1 agent
- Suite Team
$55 per agent/month
$660/year for 1 agent
- Suite Growth
$89 per agent/month
$1 068/year for 1 agent
- Suite Professional
$115 per agent/month
$1 380/year for 1 agent
- Suite Enterprise
| Free trial | Pricing model | Cost |
| Yes | Subscription | From $228 a year for 1 agent for a basic plan to $1 380 a year for 1 agent for a comprehensive offer.The Suite Enterprise plan’s cost is undisclosed as it may be customized to particular enterprise requirements. |
Learn what each plan encompasses on the Zendesk website.
Zendesk ratings and reviews
Capterra: 4.4/5 (3856 ratings)
G2: 4.3/5 (5,812 reviews)
Gartner: 4.2/5 (849 ratings)
- ⭐⭐⭐⭐⭐ “Zendesk Suite is one of the best cloud based customer service platforms. This platform provides a vast amount of tools which proves beneficial to my company. We utilize features such as live chat, helpdesk, customer and employee engagement, and so much more.”
- ⭐⭐⭐ “While Zendesk is a complete solution, the complexity of reporting and the limitations of built-in fields makes working with Zendesk more complicated than is necessary.”
- ⭐ “It is way too difficult to use and almost impossible to figure out the paths to take to get where you need to go, multiple different navigations that you have to follow, even after having used it multiple times I still struggle all the time to figure out where to go to find what I need to do.”
Source: Gartner
5. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based, AI-powered IT service management platform. It’s built with a comprehensive set of ITIL-ready features. They include incident, problem, release, and change management, plus a CMDB.
The platform offers:
- Automation for ticket classification, routing, and correlation.
- IT asset management for full lifecycle management of hardware, software, licenses, and contracts.
- Customizable reports and CSAT scores.
- LA management for in-depth operational insights.
For more details, visit SolarWinds Service Desk.
Pros
- It’s easy to configure and use.
- For organizations aiming for ITIL compliance, SolarWinds Service Desk’s built-in functionalities streamline implementing ITIL best practices.
- There’s an app available for mobile devices.
Cons
- The platform might offer less flexibility for highly customized workflows compared to some competitors.
- While it can handle the needs of many businesses, SolarWinds Service Desk might not scale as effectively for very large and complex organizations.
- Some reviews point out that the interface seems outdated.
- The basic plan lacks some of the most basic features.
Pricing
Available plans:
- Essentials
$39 per month, per technician, supports unlimited users.
That’s $468 a year.
- Advanced
$79 per month, per technician, supports unlimited users.
That’s $948 a year.
- Premier
$99 per month, per technician, supports unlimited users.
That’s $1188 a year.
To learn more about these plans, visit SolarWinds website.
| Free trial | Pricing model | Cost |
| Yes | Subscription | From $468 per technician a year for a basic plan to $1188 per technician a year for the most comprehensive plan. |
SolarWinds Service Desk ratings and reviews
Capterra: 4.6/5 (570 ratings)
G2: 4.3/5 (703 reviews)
Gartner: 4.3/5 (1131 ratings)
To learn more about the tool, let’s see what its users had to say about it.
- ⭐⭐⭐ “A good entry-level service desk for a small company; not the best for larger enterprises.”
- ⭐⭐⭐⭐⭐ “The solar winds service desk was user friendly and it will help all the IT companies to be more efficient. We tried a lot of different solutions but solar cloud was the only single solution for all our queries. Really easy to manage and navigate around the platform. The advantage of implementing the solar wing in the management will help for the development. Simple yet effective ITSM solution. The major thing was it can easily identify the high priority problems and it also provides the fast and secure for small scale business too”.
- ⭐⭐⭐ “Effective Ticketing system for managing many of the technical issues.”
Source: Gartner
6. TOPdesk
TOPdesk offers IT service management software designed to centralize and streamline IT operations. Here’s a quick rundown of its functionalities:
- Ticketing system
- Knowledge base
- Self-service portal
- Automation
- Reporting and analytics
- Customization option
Now, let’s look at some pros and cons of the tool.
Pros
- TOPdesk is known for its intuitive interface. It’s easy for users of all technical backgrounds to adopt.
- You can customize the platform to fit specific workflows and integrate it with existing tools.
- Built-in automation capabilities can streamline processes and improve efficiency for IT staff.
- TOPdesk promotes consistent service delivery by leveraging pre-configured workflows and ITIL alignment.
- Users generally report positive experiences with TOPdesk. They highlight its ease of use and functionality.
- Users also say the customer experience is on a very high level.
Cons
- Detailed pricing information is not available on the website. To learn more you have to contact sales.
- Some user reviews suggest the tool might not be right for very large and complex organizations.
TOPdesk ITSM software seems to be a strong option for businesses looking for a user-friendly and customizable platform. However, it’s important to consider potential limitations in scalability for very large enterprises.
Pricing
| Free trial | Pricing model | Cost |
| Yes | Subscription | Undisclosed |
TOPdesk ratings and reviews
Capterra: 4.5/5 (87 ratings)
G2: 4.1/5 (27 reviews)
Gartner: 4.5/5 (1035 ratings)
⭐⭐⭐⭐⭐ “I have been using TOPdesk for over 4 years now and I really love it. It is a great ITSM platform where we really can help our organization to excel in our services.”
⭐⭐⭐ “Limited means to export data and oversight of data. Lots of possibilities to customize the program to your own organization.”
⭐⭐⭐⭐⭐ “Onboarding was great! My previous solution had little to no onboarding, leaving us with an overall unusable product from the start. It felt good to have experienced, attentive staff to assist in the setup and deployment of TOPdesk. We launched day 1 with full functionality.”
Source: Gartner
7. SymphonyAI Summit Service Management
SymphonyAI’s ITSM offering focuses on delivering an AI-powered platform for managing IT services on an enterprise level. Here are some key features:
- The tool leverages AI to automate routine tasks and workflows.
- SymphonyAI prioritizes a simple and intuitive interface for a smooth user experience for both IT staff and end users.
- The platform allows for easy customization using drag-and-drop controls.
- It integrates with various enterprise systems like CRM and HR.
Let’s look into the pros and cons of this ServiceNow alternative.
Pros
- It’s a very comprehensive tool that covers all ITSM needs.
- The platform is equipped with the newest AI tools.
- AI-powered automation can streamline workflows, reduce manual errors, and free up IT staff for more strategic tasks.
- Focus on a simple and intuitive design makes it easier for users to adopt and navigate the platform.
- With drag-and-drop customization, you can tailor the platform to specific needs without extensive technical expertise.
Cons
- Users point out the system works slowly sometimes.
- There is no information about the pricing on the website.
- There is no free trial available.
- While AI offers advantages, some organizations might worry about data privacy and security or the reliance on AI for critical tasks.
Pricing
Unfortunately, the pricing is not disclosed on the website.
| Free trial | Pricing model | Cost |
| No | Subscription | Undisclosed |
SymphonyAI Summit Service Management ratings and reviews
Capterra: 4.5/5 (25 ratings)
G2: 4.6/5 (51 reviews)
Gartner: 4.5/5 (1019 ratings)
⭐ “The UI is great with all the features. However, it is too slow like literally everyday and it’s not a network issue. You really need to work on the speed of the site.”
⭐⭐⭐ “The current product, while overall does what it needs, is lacking several features of an updated ITSM platform. Email parsing, customized reporting and overall lack of flexibility on design and workflows impact the overall experience. Published support articles are difficult to navigate and often do not go into enough detail provided. API access is not straightforward, requiring significant time invested to navigate and pull the data required.”
⭐⭐⭐⭐⭐ “Summit is a great product to advance your organization’s services offered to customers. It has negative points of slowness that is very cumbersome to almost all our analysts that use the system daily.
The implementation team and support team have been exceptional at responding quickly and getting a resolution as soon as possible”
Source: Gartner
8. Freshservice
Freshservice is yet another ITSM-focused solution. It offers functionalities such as incident, problem, change, and asset management, along with powerful automation and analytics capabilities.
Pros
- Easy for both IT staff and end-users to navigate.
- Automation features streamline workflows and reduce manual tasks.
- The tool is scalable. It’s suitable for both small businesses and large enterprises.
- Freshservice easily integrates with a wide range of third-party applications.
- It has many collaboration tools.
Cons
- Some users point out that their suggestions for improvements aren’t taken seriously.
Pricing
Available plans:
To learn more about available plans, go to the Freshworks website or read our detailed Freshservice vs Jira Service Management comparison article.
| Free trial | Pricing model | Cost |
| Yes | Subscription | From $228 a year for one user for a basic plan to $1428 for an enterprise plan. |
Freshservice ratings and reviews
Capterra: 4.5/5 (568 ratings)
G2: 4.6/5 (1,163 reviews)
Gartner: 4.3/5 (749 ratings)
⭐⭐⭐⭐⭐ “FreshService has been an amazing company to use for ITIL and ticketing system. What a huge change from using another product.”
⭐⭐⭐ “We currently use Freshservice for our IT ticket help desk, employee onboarding, and knowledge base. Our Dev team had to move to a different platform (Jira) because Freshservice did not provide what they needed (committing code, project management, Agile methodology).”
Source: Gartner
9. SysAid
Another worthwhile ServiceNow alternative is SysAid. It offers a cloud-based and on-premise ITSM solution. Here are its key functionalities:
- Comprehensive ITSM features within a unified platform.
- Self-service portal
- Generative AI (SysAid Copilot). This AI assistant automates tasks, suggests solutions, and improves agent productivity. (Available in some plans)
- Automation with features like automatic ticket routing, escalation rules, and self-service options.
- IT asset management
- Remote control that lets you troubleshoot IT issues remotely.
Pros
- The service management software is easy to use and beginner-friendly.
- SysAid Copilot can automate tasks, suggest solutions, and improve agent efficiency (available in select plans, not free tier).
- You can troubleshoot issues remotely for faster resolution and improved user experience.
- There’s a robust knowledge base on the platform.
- SysAid is available on the cloud and on-premise.
Cons
- There is no pricing information on the website.
- Some users complain about the slowness of the platform.
Pricing
Available plans:
To learn more, go to the SysAid website.
| Free trial | Pricing model | Cost |
| Yes | Subscription | Undisclosed |
SysAid ratings and reviews
Capterra: 4.1/5 (114 ratings )
G2: 4.5/5 (670 reviews)
Gartner: 4.4/5 (631 ratings)
⭐⭐⭐⭐⭐ “We have been using SysAid for many years now and the value for money, support and service are always above expectations. We also done a lot of customizations to suite our internal IT processes and development environment. The workflow and process automation are a game changer.”
⭐⭐⭐ “Support has been great but back and forth over tickets could have been resolved with 1 quick remote session.”
⭐ “From beginning to end, this was a horrible experience. The solution has some good capabilities, but the lack of support was crippling.”
Source: Gartner
10. BMC Helix ITSM
BMC Helix ITSM is the last on our list of ServiceNow alternatives. It’s a next-generation platform that leverages artificial intelligence (AI) and machine learning (ML) to automate tasks, predict incidents, and improve service delivery. It’s a full-featured ITSM system certified in ITIL 4.
Pros
- The system is available on the cloud, in a hybrid environment, and on a data center.
- There’s a BMC Helix Marketplace where users can find apps and connectors that enhance the system’s functionality.
- The platform is optimized for desktop and mobile.
- The system is constantly being developed and new features are added.
- It’s easy to customize the platform to specific needs.
Cons
- If you heavily rely on integrations with other BMC Helix products, switching to different solutions might be more complex.
- Some users point out that it takes a long time to resolve issues with the platform.
Pricing
There’s no information about the pricing available on the BMC website.
| Free trial | Pricing model | Cost |
| Yes | Undisclosed | Undisclosed |
BMC Helix ITSM ratings and reviews
Capterra: N/A
G2: 3.7/5 (284 reviews)
Gartner: 4.4/5 (176 ratings)
⭐⭐⭐⭐⭐ “BMC is one of the best vendors I’ve worked with when it comes to collaboration and helping make us successful in their tooling. I have direct contact for escalations if needed. We regularly get time with the Product Management team to provide feedback on what improvements we’d like to see in the future.”
⭐⭐⭐⭐ “The overall experience is somewhere between average and outstanding. BMC helped us navigate difficult situations during project implementation. However I would have preferred if they would have helped us avoid getting into the situation in the first place.”
⭐⭐⭐ “It took me some time to get used to the application because the administration menu is not as user friendly as other existing applications in the market”
Source: Gartner
How to choose the right ServiceNow alternative?
Choosing the right ServiceNow alternative involves evaluating various factors. You need to make sure the selected tool meets your organization’s specific needs for managing IT service requests and support. Here’s a step-by-step guide to help you make an informed decision:
1. Assess your needs
- Scale and complexity
Consider the size of your IT team and the complexity of your workflows. Smaller support teams might prefer simpler, more intuitive service desks, while larger organizations might need more customizable and scalable solutions.
- Features and functionalities
List essential features like ticketing, SLA management, self-service portals, automation, reporting, and integrations with other tools.
- User experience
Prioritize ease of use and a friendly user interface to ensure high adoption rates among your team members.
- Budget
Determine your budget for a service management software, including initial costs and ongoing expenses.
2. Research alternatives
Look for tools that are popular among organizations similar to yours. Look at the platforms we listed above and create a shortlist.
3. Compare features
Once you have a shortlist, compare each tool’s features against your requirements. Pay special attention to:
- Customizability to fit your processes
- Integration capabilities with your current software stack
- Mobile accessibility and user support options
- Security features and compliance with relevant standards
4. Check pricing models
Understand how each tool’s pricing model aligns with your budget and usage expectations. Some tools might offer per-agent pricing, while others could have tiered plans based on features or ticket volume.
This process might take some time as many platforms’ pricing is not disclosed on the website.
5. Read reviews and get feedback
- Online reviews
Platforms like Gartner, G2, Capterra, and TrustRadius offer many user reviews.
- Peer feedback
If possible, speak with peers in your industry who have used the tools you’re considering. They can offer an honest perspective of the tool’s pros and cons.
6. Take advantage of free trials or demos
Most service management tools offer free trials or demo versions. Use these to:
- Test the tool in real-world scenarios
- Test the learning curve, user adoption, and the opportunities for continuous learning
- Confirm integration capabilities and customization options
7. Make your decision
Based on your research, choose the tool that best fits your needs, budget, and future growth plans. Remember, the right tool should not only solve your current challenges but also scale with your organization.
8. Plan for implementation and transition
Prepare for a smooth transition by:
- Setting up training sessions for your team
- Migrating data from your previous service desk tools if necessary
- Setting up initial workflows and integrations before going live
Choosing the right one among so many ServiceNow alternatives requires thorough research and careful consideration of your specific needs. By following these steps, you can make sure you select a tool that enhances your IT service management processes and supports your team’s success.
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