Leena AI vs ServiceNow comparison

Leena AI and ServiceNow are both solutions in the Help Desk Software category. Leena AI is ranked #19 with an average rating of 9.0, while ServiceNow is ranked #1 with an average rating of 8.5. Leena AI holds a 0.3% mindshare in HDS, compared to ServiceNow’s 13.1% mindshare. Additionally, 100% of Leena AI users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.

Leena AI

Read 2 Leena AI reviews

291 Views
102 Comparison Views

100% willing to recommend

ServiceNow

Read 224 ServiceNow reviews

22,688 Views
7,260 Comparison Views

91% willing to recommend

Leena AI

ServiceNow

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Leena AI and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: December 2025).

Buyer's Guide

Help Desk Software

December 2025

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Helped 881,082 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Leena AI

Ranking in Help Desk Software

19th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

AI-Agents for HR (4th), AI IT Support (25th), AI Procurement & Supply Chain (2nd)

ServiceNow

Ranking in Help Desk Software

1st

Average Rating

8.6

Reviews Sentiment

6.8

Number of Reviews

224

Ranking in other categories

IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Leena AI is 0.3%. The mindshare of ServiceNow is 13.1%, down from 24.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	13.1%
Leena AI	0.3%
Other	86.6%

Help Desk Software

Featured Reviews

Abhijit Prasad

Human Resource Manager at a manufacturing company with 5,001-10,000 employees

Chatbot has organized HR queries and has improved employee experience and self-service

The best feature that Leena AI offers is that it improves daily. Everything is improving with Leena AI, especially with enhancements in integrations, analytics, and the addition of AI in chatbots that help personalize content and provide relevant answers to end users based on past experiences from other companies. I worked in Human Resources and managed only the human resources section of Leena AI. Currently, Leena AI has also onboarded smart integration with WhatsApp, Teams, and Outlook, which is a valuable feature to have. Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages. After implementing Leena HR chatbot recently, workflows were streamlined. Queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience. The improvements include an increase in resolution times. Since Leena AI is a growing chatbot, information that was previously scattered is now centralized, improving employee experience from 70% to 90% according to our survey.

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Shafqat Paracha

General Manager at sPerception IT

Adopting flexible workflows with customized automation delivers measurable benefits

There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools. Additionally, its presence in the local market is very limited; in Pakistan, for example, I don't see any vendor or distributor of ServiceNow available. They need to increase their sales spectrum globally so people can easily access them and engage them for client meetings and more. From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have. When providing advice to users, I would suggest they consider making strategic decisions about their per user pricing since it is very high. In our region, people normally start with 5 to 10 users, but the per user price is quite steep. Moreover, ServiceNow does not charge based on data uploaded or downloaded, so they should reconsider their pricing and data policies to align better with the financial capabilities of the region.

Read full review

Quotes from Members

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

Pros

"After implementing Leena HR chatbot recently, workflows were streamlined, queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience."

"Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries."

"The most valuable features of ServiceNow for me are its ticketing and reporting capabilities."

"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."

"It can scale well if you are managing IT assets."

"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."

"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."

"Great that it's knowledge-based and you can use the flows in ServiceNow."

"It helped me save time—it would be more than 30% in time savings, with fewer man-hours and improved service delivery through automation capabilities."

"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."

More ServiceNow pros

Cons

"Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues."

"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."

"The solution’s user interface could be improved and given a better design."

"Local solutions have lower costs."

"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."

"There is inherent complexity with this tool because of the number of things that it can do."

"The technical support SLA can be improved because sometimes they take a long time to answer our queries."

"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."

"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."

More ServiceNow cons

Pricing and Cost Advice

Information not available

"The setup cost is high compared to others, especially when the scope is not fixed."

"The price of this solution is expensive."

"I have found the solution very expensive."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."

"This is a pretty expensive product, so the licensing could be better."

"The CapEx version is great."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	166

Questions from the Community

What is your experience regarding pricing and costs for Leena AI?

My experience with pricing, setup cost, and licensing has been positive. They are flexible with licensing, and the cost is manageable in India.

See all answers

What needs improvement with Leena AI?

The reduction in the time of resolving client concerns is an area for improvement. If I have some issue that needs to be fixed immediately, the product team and support team of Leena AI can work to...

See all answers

What is your primary use case for Leena AI?

My team uses Leena AI for query resolution through their helpdesk platform. We also use the chatbot and onboarding module as well as the offboarding module of Leena AI. I work in a team where we mo...

See all answers

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 that platform for good. The business model is to lock in and then keep pumping th...

See all answers

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 ServiceNow has a very strong module (Performance Analysis) reporting which will ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

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Product Reports

Buyer's Guide

Help Desk Software

December 2025

Download Leena AI product report

Buyer's Guide

ServiceNow

January 2026

Download ServiceNow product report

Overview

A Gen AI autonomous agent for employees that reduces IT, HR, Finance tickets. We guarantee 70% self-service ratio in the contract.
A Gen AI agent for enterprises that can perform complex tasks across applications with a single prompt. Say goodbye to scattered processes and ineffective co-pilots. Leena AI centralizes knowledge access by integrating with popular knowledge bases, ensuring employees receive personalized, accurate, and up-to-date information with concise responses. It also identifies knowledge gaps and proactively creates helpful content to prevent recurring issues.

Leena AI

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow

Sample Customers

Information Not Available

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

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: December 2025.

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