Freshservice and ServiceNow IT Operations Management compete in IT service management, with ServiceNow showing an advantage due to its extensive features for complex enterprise needs, despite Freshservice's strengths in user-friendliness and affordability.
Features: Freshservice includes incident management, asset management, and analytics within an easy-to-use interface, with strong integration capabilities, particularly with mobile apps. ServiceNow IT Operations Management offers modules like Discovery and Service Mapping, supported by automation and orchestration features.
Room for Improvement: Freshservice needs enhanced reporting and customizable workflows. Users seek better integration with platforms like Microsoft Azure. ServiceNow is criticized for its high cost and could improve its discovery and service mapping features, along with AI enhancements.
Ease of Deployment and Customer Service: Freshservice is complimented for its cloud deployment flexibility and responsive customer service. ServiceNow is noted for robust deployment options but its technical support could be more responsive and personalized.
Pricing and ROI: Freshservice offers competitive pricing with tailored plans for small to mid-sized businesses, but it can be costly at higher tiers. ServiceNow commands a premium price justified by its features, but may be cost-prohibitive for smaller businesses. Both solutions claim positive ROI.
It reduced staffing needs from four full-time staff to fewer due to automation.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
They respond promptly when we call to open a ticket.
For minor issues, the team takes a month's time to provide a fix.
The response time of technical support could be improved.
Freshservice is easy to use for scalability.
ServiceNow ITOM scales very well to small and medium businesses.
It integrates with every single tool, even external tools.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
Since it is a Platform as a Service (PaaS) or Software as a Service (SaaS) solution, I consider the stability to be very high, rating it ten out of ten.
It helps us create custom dashboards and provides excellent search functionality where we can search for any issues or errors that have occurred and take corrective action before it impacts the users.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
A more streamlined configuration process tailored to use cases and industry would be beneficial.
It provides many out-of-the-box functionalities along with customization options.
ServiceNow IT Operations Management is not very affordable for SMB customers.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
The pricing model offers scaling where not everything consumes a license equally, providing more value across different business areas.
ServiceNow's pricing is expensive.
It is definitely high-priced compared to other products available in the same domain in the market.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.
ServiceNow IT Operations Management influences ITSM processes by automating them and aiding in detecting and resolving IT issues to improve performance, reliability, and uptime.
They provide seamless integration of ITOM with their other modules such as ITSM, where we can leverage the AIs for discovery, perform impact analysis, which essentially helps to enhance the overall IT operations and reduce the downtime and MTTR.
| Product | Market Share (%) |
|---|---|
| ServiceNow IT Operations Management | 1.8% |
| Freshservice | 0.5% |
| Other | 97.7% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 12 |
| Midsize Enterprise | 5 |
| Large Enterprise | 26 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
ServiceNow IT Operations Management (ITOM) is a cloud management and infrastructure tool that facilitates the administrative and development process of creating, planning, and operating digital services, technology, application requirements, and components for organizations. Service Now ensures effectiveness, performance, and availability throughout an organization's processes and services.
ServiceNow ITOM will help organizations facilitate consistent policies with regard to deployment, support, and services to ensure trustworthiness and quality of service (QoS). ServiceNow ITOM will ensure that all applications, services, and infrastructure are consistently available and stable.
ServiceNow IT Operations Management Features
ServiceNow IT Operations Management Benefits
ServiceNow ITOM enables organizations to become robust, strategic operations able to successfully anticipate issues before they have an impact on the organization. Organizations that use ServiceNOw ITOM will be able to easily automate workflows and improve how their IT teams communicate and work together to deliver successful outcomes and maintain productivity and profitability 24/7.
Reviews from Real Users
“With this solution, operational costs will be reduced. Your maintenance cost will be reduced when you use the item model. You will deliver a fast solution to the customers. If something happens on the server-side or router-side, it will be immediately caught. Efficiencies are improved. “ - Rupesh J., Solutions Architect at Globant
“It has been very useful for tracking. It has evolved a lot over time, and there is a single pane of glass where you can track and see everything.” - Uday T., Project Manager at MindTree
We monitor all Cloud Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
