Powerful workflows and comprehensive data management are key factors in supercharging productivity and enabling smart decision-making in the ever-evolving business world. For many, ServiceNow is the platform to achieve this.
ServiceNow is a leading cloud-based option for automating IT service management and business processes. It has a user-friendly interface and extensive customisation capabilities.
However, some may seek alternatives due to setup complexity, high costs, and the need for extensive customisation. In this blog, we look at some of the best ServiceNow alternatives:
An overview of ServiceNow
ServiceNow offers a range of features and capabilities tailored to meet diverse needs, including IT service management, portfolio and financial management, customer service management, workflow automation, reporting, and integrations.
Benefits of ServiceNow
- Comprehensive solution: ServiceNow offers an all-in-one solution covering IT, HR, customer service, and more, ensuring a unified approach to business management.
- Improved efficiency: By automating routine tasks and processes, ServiceNow reduces manual efforts and minimises errors, leading to higher efficiency.
- Enhanced visibility: Real-time dashboards and detailed reporting provide valuable performance and operational metrics insights.
- Scalability: The platform is designed to support organisations as they grow and change.
- Customisation: ServiceNow's extensive customisation options allow users to tailor the platform to their needs and processes.
- Integration: Its robust integration capabilities ensure seamless connectivity with other enterprise systems and tools, enhancing overall functionality.
Why look for alternatives?
ServiceNow is a powerful and versatile platform that delivers many features and benefits for IT service management and beyond. However, its complexity and cost may prompt you to explore alternative solutions better suited to your needs and financial constraints.
- High cost: ServiceNow's pricing can be steep, especially for small to mid-sized organisations, potentially making it a less attractive option for those with tighter budgets.
- Complex setup: The initial setup and configuration can be intricate and time-consuming, often requiring professional services to ensure a smooth implementation.
- Over-engineering: The platform's extensive features may overwhelm some users, particularly if a more straightforward solution would suffice.
- Customisation challenges: While highly customisable, significant modifications can lead to increased complexity and maintenance challenges, requiring ongoing attention.
- Performance issues: Some users have reported performance issues, particularly in large-scale deployments, which may impact overall efficiency.
Factors to consider before making the switch
When evaluating alternatives to ServiceNow, it's crucial to assess several key factors to ensure the new platform aligns with your organisation's needs and goals. Here are the essential aspects to consider before making the switch:
Integration capabilities
Integration capabilities are fundamental when choosing a new platform to replace software as broad as ServiceNow. Consider the following:
- Compatibility with existing systems: Ensure the new platform integrates seamlessly with your current tools and systems, such as CRM software, ERP systems, and other business applications. This will help maintain workflow continuity and data consistency.
- Integration options: Look for a platform that offers a wide range of integrations, including APIs and pre-built connectors. This flexibility will support your organisation's needs and allow smooth integration with third-party applications.
- Ease of integration: Evaluate how straightforward it is to set up and manage integrations. A platform with user-friendly integration tools and support will reduce implementation time and complexity.
Scalability
Scalability is a critical consideration for planning future growth. Key points to assess include:
- Capacity to handle growth: Ensure the platform can scale with your growth, including increased user and data volumes, and more complex processes.
- Performance under load: Assess how well the platform performs as the scale of operations grows. Look for performance benchmarks or case studies from similar-sized organisations to gauge scalability.
- Flexible pricing plans: Check if the platform offers pricing plans to accommodate your organisation's growth without significant cost increases. A scalable pricing model can help manage expenses as your needs evolve.
Customer support
Quality customer support can significantly impact your experience with a new platform. Consider the following aspects:
- Support channels: Verify the availability of support channels such as phone, email, chat, and live support. A variety of support options ensures you can get help when needed.
- Response times: Investigate the platform's average response times for support requests. Timely assistance is crucial for resolving issues and minimising downtime.
- Support quality: Evaluate the quality of customer support based on user reviews, testimonials, and service level agreements (SLAs). Practical support can improve user satisfaction and operational efficiency.
User interface
The platform's user interface (UI) significantly influences user adoption and productivity. Key factors to assess include:
- Ease of use: A clean, intuitive UI enhances usability and reduces users' learning curve. Look for a platform that provides a straightforward, user-friendly experience.
- Customisation options: Check if the UI fits your organisation's needs and preferences. Customisable dashboards, views, and layouts can help users interact with the platform more effectively.
- Consistency and design: Evaluate the overall design and consistency of the UI. A well-designed interface promotes efficient navigation and task management.
Now you know what to look for, let's get into the best ServiceNow alternatives.
Freshdesk
Freshdesk and Freshservice, the more IT focused service software from Freshworks, has emerged as a compelling option for many. This cloud-based customer support platform offers a range of features designed to enhance service delivery and streamline operations.
Benefits of Freshdesk
- Easy to use: Freshdesk is renowned for its intuitive and user-friendly interface. The platform's straightforward design simplifies navigation and task management, making it accessible even for users with minimal technical expertise. This ease of use translates to quicker adoption and more efficient day-to-day operations.
- Customisable workflows: Freshdesk allows users to create and tailor workflows to meet their needs. Users can design automation rules, ticket routing processes, and response templates that align with their unique service processes.
- Cost-effective solutions: The platform offers a tiered pricing structure, allowing adopters to choose a plan that fits their budget and requirements. This makes it an attractive option for companies looking to reduce costs while benefiting from robust customer support features.
Drawbacks of Freshdesk
- Limited customisation options: While Freshdesk provides a range of customisation options, it may not be as flexible as some other platforms regarding highly specific or complex needs. If you have intricate requirements, Freshdesk's customisation capabilities fall short compared to more configurable solutions.
- Potential scalability issues: The platform is designed to accommodate businesses of all sizes, but some users have reported potential scalability challenges as their operations grow, especially when it comes to managing data or assets. Larger organisations or those with rapidly expanding needs might encounter limitations in Freshdesk's ability to handle increased volumes of tickets,users, and data, which could impact performance and efficiency.
- Poor customer support: Users of Freshdesk have reported that their customer service can leave a lot to be desired with it taking a long time to get access to product experts that can solve the issues.
Zendesk
is a prominent customer service and support software provider. It provides a versatile platform to improve customer interactions and streamline support operations.
With its extensive features and capabilities, Zendesk is a compelling alternative to ServiceNow for businesses.
Benefits of Zendesk
- Omnichannel support:
Zendesk offers seamless support across multiple channels, including email, chat, phone, and social media. This omnichannel approach ensures customers can reach support through their preferred method, leading to a more consistent and satisfying service experience. The platform consolidates interactions from various channels into a unified interface, simplifying management and response efforts. - Advanced reporting capabilities: Zendesk provides powerful analytics and reporting tools that help track and analyse business performance. Its advanced reporting features offer deep insights into ticket resolution times, customer satisfaction, and agent performance. These insights enable users to make data-driven decisions, identify trends, and continuously improve their support processes.
- Extensive marketplace: The Zendesk Marketplace offers a vast selection of integrations and add-ons that extend the platform's functionality. With numerous third-party applications and connectors available, users can tailor Zendesk to fit their specific needs, integrating it with other tools and systems to enhance overall efficiency and effectiveness.
Drawbacks of Zendesk
- Complex setup: While Zendesk is powerful, its initial setup and configuration can be complex and time-consuming. Users may face challenges in customising the platform to fit their specific needs and workflows, and they may require additional support or professional services to achieve a successful implementation.
- Higher pricing tiers for additional features: While the basic plans are relatively affordable, users who need more advanced capabilities, such as detailed analytics or extensive integrations, may face higher costs, impacting the overall budget.
- No native data management: For businesses who require asset and data management capabilities, moving to Zendesk may be difficult as there is no native way to add supporting data to Zendesk. Instead organisations will need to use a third party database with a connector from the Zendesk Marketplace.
Jira Service Management
Jira Service Management is a powerful IT service management tool designed to streamline IT operations and enhance service delivery that is increasingly used for non-IT service management.
Known for its integration with Jira Software and robust feature set, Jira Service Management is a notable alternative to ServiceNow.
Benefits of Jira Service Management
- Seamless integration with Jira Software: The integration with the Jira suite makes it an excellent choice for organisations already using Jira for project management. This integration enables streamlined workflows between development and IT teams, facilitating better collaboration and faster issue resolution. It also allows efficient IT and software development task tracking within a unified system.
- Simple to expand beyond IT: For organisations looking for a platform to be used by multiple teams, Jira Service Management is simple to apply to other teams like customer service and human resources without needing to buy a new add-on module.
- Robust automation features: Jira Service Management includes powerful automation capabilities that help reduce manual efforts and improve efficiency. Users can create automation rules to handle repetitive tasks, streamline service requests, and manage incidents. This automation supports faster response times and more accurate service delivery.
Drawbacks of Jira Service Management
- Missing some IT capabilities: As Jira Service Management came from the developer world, it is still developing its IT-specific functionality which could leave large, enterprise IT teams wanting more
- Limited out-of-the-box functionalities: While Jira Service Management offers strong features, users might find the platform's out-of-the-box functionalities limited. Additional customisation and configuration may be necessary to fully leverage its capabilities, which could require technical expertise and ongoing maintenance.
ClickUp
ClickUp is a versatile platform that has gained popularity as an alternative to ServiceNow. It offers a range of features designed to improve project management, team collaboration, and productivity.
With its extensive capabilities and customisable options, ClickUp provides a comprehensive solution for organisations seeking to streamline their operations and enhance efficiency.
Benefits of ClickUp
- Task management: ClickUp offers robust task management features, including task assignments, due dates, priorities, and subtasks. Users can create and manage tasks in various views, such as lists, boards, and calendars, to accommodate different workflows and preferences.
- Project management: The platform supports project management with tools for planning, tracking progress, and managing resources. Features include Gantt charts, time tracking, milestones, and project templates, enabling teams to oversee projects from inception to completion effectively.
- Automation: ClickUp includes automation features that help streamline repetitive tasks and processes. Users can set up automation rules for task management, notifications, and workflows, reducing manual effort and improving efficiency.
Drawbacks of ClickUp
- Steep learning curve: With its extensive feature set, ClickUp can be complex and require a new user learning curve. The variety of options and settings might be overwhelming for some teams, potentially impacting initial productivity.
- Performance issues: Some users have reported performance issues, such as slower load times or occasional glitches, particularly when handling large amounts of data or complex projects. These performance concerns could affect the overall user experience.
- Support limitations: While ClickUp offers customer support, some users have found that response times can be slower than other platforms. Additionally, the support quality may vary depending on the plan and level of service.
Starhive
Starhive is an emerging service management platform gaining attention as a viable alternative to ServiceNow. With its focus on advanced technology and user-centric design, Starhive offers unique features and benefits, making it a compelling choice for organisations seeking a modern service management solution.
Key features of Starhive
- Competitive pricing: Starhive offers competitive pricing models, making it an attractive option for startups and growing businesses looking for robust tools and high-quality solutions that don't come with a hefty price tag.
- Intuitive user interface: Starhive's usability focus is evident in its intuitive user interface, which simplifies navigation and task management. The platform's clean and user-friendly design makes it easy for support agents and end-users to interact with the system, improving overall user satisfaction and adoption rates.
- Customisable dashboards: Starhive provides customisable dashboards that allow users to create personalised views of key metrics and performance indicators. This flexibility enables organisations to monitor and analyse data that aligns with their specific needs, helping to drive informed decision-making and performance improvements.
Limitations of Starhive
- Evolving feature set: As a newer entrant in the market, Starhive's feature set is still evolving. While it offers many advanced capabilities, it may not match the depth and breadth of features provided by more established platforms like ServiceNow.
- Fewer integrations: Compared to more established competitors, Starhive currently offers fewer integrations with third-party applications and services. However, the platform has ambitious plans to expand its integration capabilities soon, providing users with even more options to enhance their service management experience.
Why Starhive stands out
- First of its kind: Starhive is the first pure ESM platform that doesn't have the historic burden from being an IT focused solution.
- Exceptional customer support: Known for its responsive and knowledgeable customer support team, Starhive ensures users receive timely assistance and guidance. The platform's robust support infrastructure helps address issues quickly and maintain smooth operations.
- Unlimited scope: Because Starhive is built on the most flexible data model of any of the software mentioned in this blog, it is able to address an incredibly broad range of business use cases unlike others that may be more specific to IT service management or task management.
Starhive presents a solid alternative to ServiceNow with its AI-powered automation, intuitive interface, and customisable dashboards. Its competitive pricing, exceptional customer support, and rapid deployment options make it attractive to many organisations.
Still unsure about what platform is best for you?
If you're still unsure about which solution is right for your organisation, check out our dedicated solutions comparison page.
Look at various platforms, including Jira Service Management, ClickUp, and Starhive, highlighting their key features, benefits, and limitations.
By comparing these solutions side by side, you can make an informed decision based on your specific needs and preferences.
Whether you prioritise IT capabilities, robust automation features, task management, project management, collaboration tools, or AI assistance, our comparison page will help you find the perfect fit for your organisation. Don't miss out on this valuable resource to streamline your operations and enhance efficiency.
