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Cherwell Service Management vs ServiceNow vs Vision Helpdesk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.4%, up from 0.4% compared to the previous year. The mindshare of ServiceNow is 17.3%, down from 25.5% compared to the previous year. The mindshare of Vision Helpdesk is 1.1%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Market Share Distribution
ProductMarket Share (%)
ServiceNow17.3%
Cherwell Service Management1.4%
Vision Helpdesk1.1%
Other80.2%
Help Desk Software
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.
MF
The ​multi-company satellite help desk feature to manage our ticketing system for multiple domains is valuable for us.
Multi-company satellite help desk feature to manage our ticketing system for multiple domains more like a white-label support solution, and Blabby Feature use for internal staff communication We got Reseller Hosting , where we offer end use support to our reseller Clients, which is more of…
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Top Industries

By visitors reading reviews
Computer Software Company
15%
Energy/Utilities Company
13%
Legal Firm
13%
Manufacturing Company
10%
Computer Software Company
12%
Financial Services Firm
12%
Manufacturing Company
10%
Government
9%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise36
Large Enterprise163
No data available
 

Questions from the Community

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
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Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Riva Tech, StratospherIQ Data Systems, Suprag AG, Thomas Cook, TNM Software, Transition Systems Asia, Uptime Solutions, Volodi, Zakupka, Zen3, Zygote Complete Property Management, Rovia, NAS Insurance Services, FederalBank, InvestIndia, StartupIndia,BankofKigali
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: October 2025.
870,623 professionals have used our research since 2012.