Top 15 ServiceNow Competitors & Alternatives in 2025: Best ITSM Tools Reviewed

As the ITSM landscape continues to evolve, more businesses are exploring ServiceNow competitors and alternatives that better align with their unique needs, budgets, and scalability requirements.

Introduction to ServiceNow

ServiceNow is a popular IT Service Management (ITSM) platform, renowned for its cloud-based suite of tools that help businesses manage their IT operations. It allows organisations to automate workflows, streamline customer service, improve security operations, and more. With its comprehensive suite, it’s no wonder that ServiceNow has become a go-to choice for enterprises looking for ITSM solutions.

Why businesses seek ServiceNow alternatives

While ServiceNow offers a robust platform, it may not always be the best choice for every organisation. Here are a few reasons why companies are looking at ServiceNow alternatives:

• Cost: ServiceNow’s pricing can be a barrier for small to medium-sized enterprises (SMEs) due to its high cost structure. For businesses looking to optimise their budget, more affordable alternatives provide similar functionality without the premium price tag.
• Complexity: ServiceNow’s sheer breadth of features can be a bit overwhelming for smaller organisations with limited IT resources. Some businesses prefer more streamlined solutions that are easier to deploy and manage.
• Flexibility & Customisation: While ServiceNow allows customisation, it may require more technical expertise to adjust the platform to the unique needs of a business. Some companies seek platforms with simpler customisation options.
• Integration Issues: Businesses often require seamless integration with other tools and platforms. ServiceNow, while powerful, may sometimes face compatibility issues with certain legacy systems or third-party applications.

For all these reasons and more, businesses are increasingly considering alternatives to ServiceNow that may better suit their requirements.

Explore how ServiceNow can work for you: https://gem-corp.tech/others/servicenow-integration

Key criteria for evaluating ServiceNow competitors

When assessing alternatives to ServiceNow, businesses should consider several factors, including:

• Ease of Use: A user-friendly interface is key to ensuring smooth adoption within the organisation.
• Pricing: The total cost of ownership, including licensing, support, and implementation costs, should align with the business’s budget.
• Feature Set: A comprehensive set of ITSM features like incident management, problem management, change management, service catalogues, etc., is essential.
• Integration Capabilities: The ability to easily integrate with existing systems and tools is a crucial factor.
• Scalability: The solution should scale with the growth of the business, accommodating increased workloads and user numbers.
• Customer Support: Access to reliable and knowledgeable customer service and support channels is an essential consideration.

In the following sections, we’ll explore the top 15 ServiceNow competitors that excel in these areas.

Who are ServiceNow competitors & alternatives in 2025

BMC Helix

BMC Helix is a highly regarded alternative to ServiceNow, offering an AI-powered ITSM solution that helps businesses automate tasks, improve customer experience, and reduce costs. Its features include incident management, service request management, change management, and AI-driven insights. With a strong focus on scalability, it’s an excellent choice for large enterprises.

• Strengths: AI-driven automation, robust feature set, scalable architecture. Excellent for organisations prioritising digital transformation and proactive issue resolution.
• Weaknesses: Complex implementation and a higher learning curve for smaller teams. Costs may be prohibitive for mid-market users.

Freshservice by Freshworks

Freshservice – one of the competitors of ServiceNow – is a cloud-based ITSM platform with a simple, intuitive interface, ideal for businesses new to IT service management. It includes incident management, asset tracking, and a self-service portal, all at a competitive price.

• Strengths: User-friendly, affordable, quick setup. Great for fast-growing startups and companies with lean IT teams.
• Weaknesses: Limited scalability and customisation options compared to enterprise-grade tools. Some advanced features may require additional purchases.

Zendesk

Zendesk is a customer service platform that also provides ITSM features, such as ticketing and service desk tools. Its strength lies in customer-centric service management and seamless integrations with other tools.

• Strengths: Easy integration, strong focus on customer experience, simple UI. Excellent for customer-facing IT support environments.
• Weaknesses: Less suited for complex IT operations or large-scale deployments. ITIL support is basic compared to more specialised platforms.

Atlassian Jira Service Management

Jira Service Management by Atlassian is a flexible ITSM platform favoured in agile environments. It supports custom workflows, integrates with Atlassian’s ecosystem, and fits well in DevOps setups.

• Strengths: Agile-friendly, highly customisable, great for dev-centric teams. Strong integration with Jira Software and Confluence.
• Weaknesses: Configuration can be complex for non-technical users. Some users report a steep learning curve for admin setup.

Salesforce Service Cloud

Salesforce Service Cloud offers strong ITSM capabilities integrated with its CRM platform. It includes incident and request management, plus a powerful knowledge base.

• Strengths: Seamless CRM integration, scalable, and feature-rich. Ideal for companies already using Salesforce for customer relations.
• Weaknesses: High cost and complexity for smaller businesses. Some ITSM capabilities require additional configuration or third-party apps.

Ivanti Neurons

Ivanti Neurons is an AI-driven ITSM platform focusing on automation and proactive IT operations. It uses AI and machine learning to predict issues before they arise.

• Strengths: Predictive analytics, strong automation, modern UI. Great for reducing manual workloads and improving response times.
• Weaknesses: May require significant upfront setup and training. Some advanced AI features may not be needed by all organisations.

ManageEngine ServiceDesk Plus

ServiceDesk Plus by ManageEngine is a popular choice for SMEs, offering a comprehensive suite of ITSM tools with a simple interface and affordable pricing.

• Strengths: Cost-effective, easy to use, extensive features for SMBs. Strong asset management integration.
• Weaknesses: The Interface can feel outdated, limited scalability for large enterprises. Reporting tools are basic compared to premium competitors.

SysAid

SysAid provides a flexible ITSM platform with cloud or on-premises deployment. It includes incident, change, and asset management capabilities.

• Strengths: Deployment flexibility, comprehensive feature set, suitable for all business sizes. Great support options.
• Weaknesses: UI could be improved, and customisation can be complex. May require time to optimise workflows.

SolarWinds Service Desk

SolarWinds Service Desk is aimed at small to mid-sized businesses. It includes key ITSM modules like incident and change management, plus good reporting capabilities.

• Strengths: Easy to use, good for SMBs, integrates well with other SolarWinds tools. Clean, modern interface.
• Weaknesses: Limited advanced features for larger enterprise environments. Some users report performance issues at scale.

Cherwell (Ivanti)

Cherwell, now under Ivanti, is known for its flexible workflow design and enterprise-level capabilities. Its drag-and-drop editor simplifies complex configurations.

• Strengths: Customisable workflows, scalable, easy to use. Ideal for organisations with dynamic process needs.
• Weaknesses: Can be expensive and may require technical expertise. Transition to Ivanti ecosystem may pose challenges.

TOPdesk

TOPdesk is a user-friendly ITSM platform that supports ITIL practices and offers a clean interface. It’s ideal for businesses looking for a straightforward service desk.

• Strengths: Simple UI, ITIL-compliant, fast deployment. Strong knowledge management features.
• Weaknesses: Limited advanced customisation for enterprise use. Feature depth may be lacking for highly technical IT environments.

Spiceworks

Spiceworks offers a free IT help desk and asset management tool. It’s best suited for small businesses or IT teams on a budget.

• Strengths: Free, good community support, easy to use. Excellent for startups and basic ticket management.
• Weaknesses: Limited scalability, fewer features compared to paid tools. Ad-supported platform may not suit all users.

InvGate Service Desk

InvGate Service Desk provides ITIL-compliant service management with strong automation and analytics features, perfect for small to mid-sized companies.

• Strengths: Affordable, automation-focused, intuitive design. Strong reporting and analytics out of the box.
• Weaknesses: Limited third-party integrations, small vendor footprint. Community support is still growing.

HaloITSM

HaloITSM is a modern cloud-based platform with a focus on automation and ease of use. It supports full ITIL compliance and is suitable for various business sizes.

• Strengths: Sleek design, flexible features, user-centric interface. Excellent vendor support.
• Weaknesses: Smaller support community, still growing feature set. May not be as battle-tested as larger competitors.

CA Service Management (Broadcom)

CA Service Management is a robust enterprise ITSM platform. It supports large-scale IT operations with features like incident, change, and request management.

• Strengths: Enterprise-grade performance, reliable, highly customisable. Strong analytics and workflow automation.
• Weaknesses: High cost, complex deployment, and maintenance. Slower innovation pace compared to newer platforms.

Quick Comparison Chart: Features, Pricing & Target Businesses

Choosing the right ITSM tool depends on various factors, such as business size, budget, and specific service management requirements. Here are some key considerations for when to switch from ServiceNow to another solution:

1. When Cost is a Concern

ServiceNow can be expensive, particularly for smaller businesses or organisations that don’t require all of its advanced features. If cost is a primary consideration, platforms like Freshservice, Spiceworks, and SysAid may provide similar functionality at a fraction of the cost.

2. When You Need a Simpler, More Intuitive Interface

While ServiceNow is feature-rich, it can sometimes be overwhelming to use, especially for smaller teams or businesses with limited IT resources. Platforms like Freshservice and Zendesk offer more user-friendly interfaces, making them ideal for businesses that need an easy-to-use tool without a steep learning curve.

3. When Your Business Needs AI and Automation

If your business is seeking an AI-powered ITSM solution to enhance automation and predictive analytics, BMC Helix and Ivanti Neurons stand out as excellent alternatives. These platforms leverage AI to drive automation and provide valuable insights, helping businesses optimise IT operations and improve service delivery.

4. When You Need Agile or Development Team Integration

If you are a software development company or a business that follows agile methodologies, Atlassian Jira Service Management offers seamless integration with Jira, Confluence, and other Atlassian tools. This makes it the best choice for agile teams needing a flexible and customisable ITSM solution.

5. When You Need High Customisation

Cherwell and CA Service Management offer extensive customisation options for large enterprises or organizations with complex needs. These platforms allow businesses to tailor workflows, service processes, and reporting features to meet specific operational requirements.

Conclusion: Which Alternative Is Best for Your Business?

ServiceNow remains one of the leading ITSM solutions in 2025, but the growing landscape of IT service management tools offers viable alternatives that cater to different needs. Whether you are a small business seeking simplicity and cost-effectiveness or a large enterprise looking for scalability and advanced AI capabilities, there’s an ITSM solution for everyone.

• For small and medium-sized businesses, platforms like Freshservice, Zendesk, and Spiceworks provide excellent value without compromising functionality.

• For larger organisations with complex needs, BMC Helix, Ivanti Neurons, and CA Service Management are great alternatives, offering advanced features and customisation at scale.

• If you are an agile team or a software development company, Atlassian Jira Service Management is the perfect match for your business.

Consider your business’s size, needs, and budget when choosing an ITSM solution. Whichever alternative you choose, ensure it aligns with your operational goals and provides the flexibility to scale as your business grows.

FAQ

1. What if I already use ServiceNow instead of a ServiceNow competitor? Can GEM help improve my current setup?
Absolutely. GEM can help you optimise your existing ServiceNow implementation — from workflow improvements to integrations and performance tuning.

2. Does GEM offer end-to-end ServiceNow implementation?
Yes. We handle everything from initial consultation and requirements gathering to custom development, integration, testing, and post-deployment support.

3. Can GEM customise ServiceNow to fit our specific business processes?
Definitely. Our engineers specialise in tailoring ServiceNow modules and building custom workflows that align with your unique operations and goals.

4. Is ServiceNow only suitable for large enterprises? 
While ServiceNow is often used by large businesses, it can be scaled for mid-sized organisations too, especially when paired with the right customisation and implementation strategy by GEM!

5. How long does a typical ServiceNow implementation with GEM take?
Project timelines vary depending on scope, but our structured approach ensures efficient delivery. We’ll provide a clear roadmap after your initial consultation.

Ready to harness the power of ServiceNow?

If you’re truly confident that ServiceNow is the right fit for your business, or you’re ready to make it your long-term ITSM partner

We’ll customise, integrate, and optimise ServiceNow to fit your exact business needs, ensuring it delivers real value from day one. Whether it’s tailoring workflows, building custom modules, or aligning the platform with your existing systems, we’ve got you covered.

With 10+ years of experience and 300+ award-winning engineers, GEM has helped global enterprises across industries like telecom, real estate, logistics, and healthcare unlock the full potential of ServiceNow.

Book a FREE 1:1 consultation today,

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