Is ServiceNow assembly all your online business wants, or may you do extra with a distinct resolution? In case you’re right here, it’s in all probability the previous, and also you’re interested in ServiceNow alternate options.
Whereas ServiceNow affords complete IT service administration software program and customer support workflows, it won’t match each enterprise completely. Its broad vary of options can generally be overwhelming, and so can its price ticket.
Whether or not you’re a rising firm needing a extra agile platform or a big enterprise seeking to streamline your operations, you’re certain to seek out one thing to suite your wants in our record of ServiceNow alternate options.
Key Takeaway on Every ServiceNow Various
- Nextiva – Greatest for all-in-one communication
- Zendesk – Greatest for customer support use instances
- Assist Scout – Greatest for shared inbox for streamlined communication
- Jira Service Administration – Greatest for IT service administration processes
- BMC Helix – Greatest for enterprise service administration
- Ivanti – Greatest for IT and safety administration
- SysAid – Greatest for IT service administration for small to medium-sized companies
- SolarWinds Service Desk – Greatest for AI-powered IT service administration for rising IT groups
Why You’re Searching for a ServiceNow Various
ServiceNow is a well-liked ITSM resolution, and whereas you need to use it for different issues, like customer support administration, it comes with challenges that lead some companies to discover an acceptable ServiceNow competitor.
Listed here are a couple of the explanation why firms search for different choices:
- Complexity & implementation challenges: Establishing ServiceNow takes important time and sources, typically requiring exterior consultants and a talented IT group. The intensive configuration and integration course of could make implementation overwhelming for smaller groups.
- Excessive prices: Many companies flip to a ServiceNow competitor as a result of its excessive price ticket (they don’t disclose their pricing, however a base subscription is estimated at round $100 per consumer per 30 days). Customization, upkeep, and scaling prices can shortly add up, making it troublesome for smaller organizations to justify the funding.
- Customization difficulties: Whereas ServiceNow affords deep customization, it requires technical experience and a time dedication. Some companies choose a less complicated, extra intuitive resolution that doesn’t require intensive configuration.
- Efficiency points: Many customers notice that ServiceNow can expertise sluggish load instances and efficiency lags as information quantity will increase, impacting group productiveness. This may be irritating for groups that depend on quick entry to info to satisfy service-level agreements.
- Assist & coaching gaps: Some customers discover that ServiceNow’s assist and coaching sources don’t absolutely deal with their wants. Restricted help throughout onboarding and troubleshooting can lead companies to search for platforms with extra responsive buyer assist.
ServiceNow Strengths
Earlier than we dig into the ServiceNow alternate options, it’s essential to acknowledge why some companies select this platform.
ServiceNow streamlines IT operations and customer support with a number of standout options:
- Complete service administration: ServiceNow centralizes incident, drawback, change, data, configuration, and asset administration into one platform. This reduces the necessity for a number of instruments, serving to IT groups prioritize and resolve points effectively whereas minimizing recurring issues.
- Automated workflow & optimization: With AI-powered workflow automation, ServiceNow streamlines service request administration, follow-ups, and buyer report updates. Predictive analytics assist establish potential points early, permitting groups to deal with them earlier than they disrupt operations.
- Scalability & flexibility: ServiceNow adapts to companies of all sizes, providing intensive customization choices to assist evolving processes. Its versatility makes it a match for varied industries, rising alongside a corporation’s wants.
- Consumer-friendly interface: ServiceNow’s intuitive design makes consumer adoption simpler and minimizes the steep studying curve. Workers can navigate options shortly, enabling groups to stand up to hurry with out delays.
High 8 ServiceNow Alternate options
Prepared to take a look at ServiceNow ITSM alternate options? Our curated record breaks down high rivals, offering an summary, options, pricing, and why they make nice alternate options.
1. Nextiva
Greatest for: All-in-one communication
Nextiva is a cloud-based communication platform that integrates voice, video, messaging, and buyer expertise administration into one seamless resolution. Its AI automation and analytics assist companies streamline every buyer interplay and enhance service and operational effectivity. In contrast to ServiceNow, which focuses extra on IT service administration, Nextiva excels in offering unified communications with a customer-centric method.
Pricing
- Core: $15 per consumer per 30 days, billed yearly
- Interact: $25 per consumer per 30 days, billed yearly
- Energy Suite CX: $75 per consumer per 30 days, billed yearly
Enterprises can even go for month-to-month contact middle plans that begin at $75 per consumer, with non-obligatory usage-based plans out there.
Key options
- Makes use of a cloud-based contact middle that’s straightforward to deploy and scale as your online business grows.
- Makes use of AI to route buyer queries to the most effective agent, relying intelligently on their talent set.
- Screens and information requires high quality assurance and to assist brokers present a greater expertise for his or her prospects.
Why it’s a robust ServiceNow various
Nextiva is a robust various for companies prioritizing buyer expertise over conventional IT service administration instruments. Its superior communication instruments and automation present frictionless interactions, making it a wonderful selection for service-driven organizations.
Plus, Nextiva’s built-in omnichannel capabilities make it a best choice for enterprises needing voice, textual content, and social media interactions to be accessible to licensed group members.
📚 Learn Nextiva opinions on G2 (4.5 stars)
2. Zendesk
Greatest for: Customer support use instances
Zendesk is a extensively used buyer expertise software program and assist desk resolution that gives scalable instruments for companies of all sizes. It supplies automation, AI chatbots, and a market filled with integrations with third-party functions.
This platform stands out for its give attention to buyer expertise. In case you want a ServiceNow various with sturdy buyer assist capabilities, Zendesk is price contemplating.
Pricing
- Assist Staff (AI not included): $15 per agent per 30 days, billed yearly
- Suite Staff: $55 per agent per 30 days, billed yearly
- Suite Skilled: $115 per agent per 30 days, billed yearly
- Suite Enterprise: $169 per agent per 30 days, billed yearly
Key options
- Presents dwell chat to assist prospects on an internet site in actual time.
- Lets customers have interaction prospects on completely different social media platforms.
- Delivers self-service choices and an in depth data base to empower prospects.
Why it’s a robust ServiceNow various
Zendesk is a extra appropriate resolution for small companies than ServiceNow, significantly concerning pricing, and it scales as your online business grows.
📚 Learn Zendesk opinions on G2 (4.3 stars)
3. Assist Scout
Greatest for: Shared inbox for streamlined communication
Assist Scout supplies a streamlined method to customer support, specializing in shared inbox collaboration for assist groups. It allows companies to handle buyer inquiries effectively whereas protecting inside groups aligned. In comparison with ServiceNow, Assist Scout is a extra light-weight various targeted on email-based assist and group collaboration.
Pricing
- Commonplace: $25 per 30 days per consumer, billed yearly
- Plus: $45 per 30 days per consumer, billed yearly
- Professional: $75 per 30 days per consumer, billed yearly
Key options
- Centralizes communication throughout completely different channels by a shared inbox.
- Makes use of dialog historical past to supply context for every buyer interplay.
- Allows brokers to collaborate seamlessly to resolve buyer points.
Why it’s a robust ServiceNow various
Assist Scout is ideal for small- to mid-sized companies prioritizing email-based assist and group collaboration. Its simplicity and affordability make it an important various for firms that don’t require ServiceNow’s ITSM complexity.
📚 Learn Assist Scout opinions on G2 (4.4 stars)
4. Jira Service Administration
Greatest for: IT service administration processes
Jira Software program, from Atlassian, supplies a strong platform for IT service administration (ITSM). Whereas it could possibly deal with customer support inquiries, its skill to streamline IT processes, akin to incident, drawback, change, and asset administration, units it aside. This give attention to ITIL (Data Expertise Infrastructure Library) finest practices makes it a robust device for IT groups to resolve points effectively and preserve service stage agreements (SLAs).
Pricing (based mostly on 10 brokers)
- Free: (as much as 3 brokers)
- Commonplace: 25 per agent per 30 days
- Premium: 57.30 per agent per 30 days
- Enterprise: Contact gross sales for a quote
Key options
- Incident administration lets you monitor, prioritize, and resolve incidents with automated workflows and real-time collaboration.
- Drawback administration helps establish the foundation causes of recurring incidents and implement preventative measures.
- Change administration permits you to plan, monitor, and implement adjustments with built-in approval workflows to attenuate danger.
Why it’s a robust ServiceNow various
For companies prioritizing IT service administration and people already invested within the Atlassian tech stack, Jira Service Desk would make an important ServiceNow various.
📚 Learn Jira Service Administration opinions on G2 (4.3 stars)
5. BMC Helix
Greatest for: Enterprise service administration
BMC Helix supplies a set of options designed to streamline operations, automate workflows, and improve service supply. Along with IT, BMC Helix dips into HR, amenities, and different departments, providing a unified platform for enterprise service administration.
With its AI and machine studying capabilities, BMC Helix proactively identifies and resolves points, automates repetitive duties, and supplies precious insights into service efficiency. It’s constructed for advanced environments, providing scalability and suppleness to adapt to evolving enterprise wants.
Pricing
- Contact gross sales for a customized quote.
Key options
- Multi-cloud assist permits you to deploy in your most popular cloud platform or benefit from a hybrid method.
- AI automation helps streamline workflows and proactively resolve points utilizing clever automation.
- Cognitive service administration supplies predictive insights and optimizes service supply by AI and machine studying.
Why it’s a robust ServiceNow various
BMC Helix is a ServiceNow various for big firms on the lookout for a complete resolution for enterprise service administration. Its superior options and give attention to automation make it ideally suited for advanced environments.
📚 Learn BMC Helix opinions on G2 (3.7 stars)
6. Ivanti Service Supervisor
Greatest for: IT and safety administration
Ivanti unifies IT and safety administration with its service administration platform. Its IT service desk integrates safety features like vulnerability administration and endpoint safety, serving to companies handle IT belongings and mitigate dangers. The software program might help companies simplify IT operations and supplies a spread of options to automate routine duties, handle units, and safe the IT setting.
Pricing
- Contact gross sales for a customized quote.
Key options
- Unified endpoint administration permits you to handle and safe all units from a single platform.
- IT asset administration helps you monitor and handle IT belongings all through their whole lifecycle.
- Safety operations combine safety into IT service administration with superior vulnerability and risk administration capabilities.
Why it’s a robust ServiceNow various
Ivanti Service Supervisor unifies IT and safety administration, simplifying operations and enhancing safety.
📚 Learn Ivanti opinions on G2 (3.9 stars)
7. SysAid
Greatest for: IT service administration for small- to medium-sized companies
SysAid caters particularly to the wants of small- and medium-sized companies (SMBs) who is perhaps on the lookout for a user-friendly and reasonably priced IT service administration resolution. It supplies a platform for managing IT assist, automating repetitive duties, and bettering customer support with out the complexity and price of enterprise-grade options.
SysAid is simple to implement and use, even for smaller IT groups. It affords a spread of options to assist SMBs handle incidents, issues, adjustments, and belongings successfully.
Pricing
- Contact gross sales for a customized quote.
Key options
- Self service portal that empower end-users to seek out options and submit requests independently.
- Automation streamlines workflows and reduces handbook effort with automated duties.
- Distant management supplies fast and environment friendly distant assist to end-users.
Why it’s a robust ServiceNow various
SysAid is a robust ServiceNow various for SMBs who need a user-friendly and cost-effective IT service administration resolution tailor-made to their particular wants.
📚 Learn SysAid opinions on G2 (4.5 stars)
8. SolarWinds Service Desk
Greatest for: AI-powered IT service administration for rising to mature IT groups
SolarWinds Service Desk is a cloud-based ITSM platform that helps organizations simplify assist operations, cut back handbook work, and preserve clear oversight of their IT belongings with AI automation.
It fits rising companies and IT organizations that want a versatile, scalable, and feature-rich service desk resolution with asset administration, change administration, and a customizable service catalog. Its environment friendly workflows and trendy interface assist groups resolve points quicker.
Pricing
- Necessities: $39 per consumer per 30 days
- Superior: $79 per consumer per 30 days
- Premier: $99 per consumer per 30 days
Key options
- AI-powered ticketing, digital brokers, and workflow automation to speed up decision
- Visible CMDB with automated dependency mapping (Premier plan)
- Function-based permissions, SLA administration, contract and license compliance
Why it’s a robust ServiceNow various
SolarWinds Service Desk affords many core and superior ITSM capabilities in a cleaner, extra accessible package deal. It’s a wonderful selection for groups that want sturdy options—like automation, asset monitoring, and structured service supply—with out the steep studying curve or excessive price related to ServiceNow.
📚 Learn SolarWinds opinions on G2 (4.3 stars)
In the case of an all-in-one, customizable resolution that may adapt to your rising enterprise, Nextiva leads the way in which. In contrast to ServiceNow, this contact middle platform integrates seamlessly throughout channels — like voice, dwell chat, and e-mail — so your groups can work smarter, not tougher.
With options like AI automation, real-time reporting, and the flexibleness to scale with your online business, Nextiva delivers distinctive worth at a worth that doesn’t break the financial institution.
It’s the proper ServiceNow various for companies seeking to elevate their buyer expertise whereas simplifying operations.
Construct superb buyer experiences.
Rework buyer expertise on a unified, AI-powered, cloud-based platform designed that can assist you purchase, retain, and develop your prospects.
FAQs
There’s no single platform predicted to “exchange” ServiceNow, however many an ITSM device and enterprise workflow compete with it. Widespread alternate options embody Freshservice, Jira Service Administration, BMC Helix, Zendesk, and Salesforce Service Cloud. The “alternative” will depend on use case, scale, and automation device wants.
ServiceNow is neither an ERP (Enterprise Useful resource Planning) nor a CRM (Buyer Relationship Administration), although it overlaps with each in some capabilities.
It’s primarily a cloud-based platform for IT Service Administration (ITSM) and enterprise workflow automation. However it does provide modules that contact ERP-like areas (asset administration, HR workflows) and CRM-adjacent areas (case administration, customer support).
SAP and ServiceNow excel in numerous classes, so “finest” will depend on the use case:
– SAP is strongest for ERP, finance, provide chain, procurement, and enterprise useful resource planning.
– ServiceNow is finest for ITSM, digital workflows, automation, customer support workflows, and cross-department service supply.
Use SAP for enterprise service administration and ServiceNow for IT service processes and operational workflows. Many companies use each collectively.
Sure. SAP Service Cloud is a part of SAP’s Buyer Expertise (CX) suite, which capabilities as a CRM platform. Though it exists throughout the broader SAP ecosystem, SAP Service Cloud is designed to work as a devoted CRM resolution for service-focused groups.
None match ServiceNow’s full enterprise workflow ecosystem, however a couple of well-known open supply platforms do provide ITSM functionality or workflow automation just like ServiceNow, together with:
– GLPI – Full ITSM suite with asset administration
– iTop – CMDB-focused IT service administration platform
– Zammad – Open supply helpdesk/ticketing platform
– osTicket – Easy assist ticketing system
