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Software · head to head

Freshservice vs ServiceNow

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
ServiceNow logo

ServiceNow

Software

The world works with ServiceNow

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow
  • They diverge on capability: Freshservice covers Incident management, ServiceNow covers ITSM.

Where they differ

Only the attributes on which Freshservice and ServiceNow actually diverge.

Attributes where Freshservice and ServiceNow differ
AttributeFreshserviceServiceNow
Starting price$19/monthOn request
Pricing modelsubscriptionquote
Founded20102004

Identical on both: free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • G Suite
  • GDPR

Only in ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • Salesforce
  • SAP

Both cover

  • Slack
  • Microsoft Teams
  • AWS
  • Azure
  • SOC2
  • ISO27001
  • HIPAA
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Freshservice

  • IT service management and internal help desk ticketingnot ServiceNow
  • Asset management and change control for IT teamsnot ServiceNow

ServiceNow

  • Enterprise IT managementnot Freshservice
  • Digital transformationnot Freshservice
  • Workflow automationnot Freshservice

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

Pricing, plan by plan

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

Which should you pick?

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Choose ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow review

Questions people ask

Is Freshservice or ServiceNow better?
Neither clearly leads. Freshservice starts at $19/month and ServiceNow at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or ServiceNow?
Freshservice starts at $19/month and ServiceNow at On request.
Does Freshservice or ServiceNow run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what ServiceNow is typically brought in for.
What can Freshservice do that ServiceNow cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Both handle Slack, Microsoft Teams, AWS, Azure.
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Related pages

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