Top 10 Best ServiceNow Alternatives for Streamlined ITSM

When it comes to modern IT service management, many businesses start by evaluating ServiceNow alternatives to find platforms that offer similar features, better pricing, or more flexible customization. While ServiceNow is a widely recognized leader in the ITSM space, it might not be the perfect fit for every organization due to its complexity and cost.

In this comprehensive guide, we’ll explore the top ServiceNow competitors that are worth considering in 2025. We’ll evaluate each based on key factors like pricing, scalability, ease of use, features, and integrations—helping you make an informed decision for your IT service management needs.

Why Look for ServiceNow Alternatives?

While ServiceNow delivers robust enterprise solutions, there are several reasons why businesses may seek alternatives:

• High Cost: ServiceNow can be expensive for small to medium-sized businesses.

• Complex Implementation: The platform often requires expert implementation and ongoing maintenance.

• Overwhelming for Smaller Teams: Not all organizations need the extensive capabilities that ServiceNow provides.

• Customization Challenges: Despite being feature-rich, ServiceNow can be rigid when it comes to adapting to niche workflows.

For these reasons, many companies explore more cost-effective, user-friendly, and specialized ServiceNow alternatives.

Top 10 ServiceNow Alternatives in 2025

1. Freshservice

Best for: Small to mid-sized businesses looking for simplicity and automation.

Freshservice by Freshworks is a cloud-based ITSM tool with a clean interface, automation tools, and AI capabilities. It provides incident, problem, change, and asset management out-of-the-box.

Pros:

• Easy setup and user-friendly UI

• Affordable pricing tiers

• Strong automation capabilities with AI

Cons:

• Limited customization for complex workflows

• Not ideal for large enterprises with complex ITIL needs

2. Jira Service Management

Best for: Agile teams and development-oriented environments.

Developed by Atlassian, Jira Service Management is popular among DevOps and agile teams. It integrates seamlessly with other Atlassian products and supports agile ITSM practices.

Pros:

• Strong integration with Jira Software and Confluence

• Flexible pricing and deployment options

• Scalable from startups to enterprises

Cons:

• Can be overwhelming for non-technical users

• Requires configuration for full ITIL compliance

3. ManageEngine ServiceDesk Plus

Best for: Organizations needing on-premises deployment and extensive features.

ManageEngine’s ServiceDesk Plus is a mature ITSM platform offering ITIL-aligned features and both on-premises and cloud versions.

Pros:

• ITIL-ready modules like incident, problem, and change management

• Affordable one-time licensing for on-prem version

• Extensive customization and reporting

Cons:

• UI feels dated compared to newer tools

• Learning curve for advanced configuration

4. BMC Helix ITSM

Best for: Large enterprises with complex workflows and compliance needs.

BMC Helix is a cloud-native, AI-driven ITSM solution offering a full suite of enterprise-grade capabilities.

Pros:

• Scalable enterprise solution

• Advanced AI for proactive service delivery

• Strong compliance and security features

Cons:

• High cost and complex setup

• Requires technical expertise for full utilization

5. Zendesk for ITSM

Best for: Businesses already using Zendesk for customer support.

Zendesk can be adapted for IT service management through its ticketing system, custom workflows, and knowledge base features.

Pros:

• Simple, intuitive interface

• Excellent for teams transitioning from customer support to ITSM

• Powerful automation and integration features

Cons:

• Lacks some core ITIL processes

• Better suited for basic ITSM needs

6. Ivanti Neurons for ITSM

Best for: Organizations seeking automation and self-healing capabilities.

Ivanti Neurons uses AI and machine learning to automate routine tasks, reduce manual workloads, and deliver a modern ITSM experience.

Pros:

• AI-driven self-healing capabilities

• Supports hybrid and remote work environments

• Customizable to unique business processes

Cons:

• Expensive for smaller teams

• Requires training for full adoption

7. SysAid

Best for: Mid-sized businesses looking for affordability and control.

SysAid offers a robust ITSM solution with strong asset management and automation features, available in both cloud and on-premises versions.

Pros:

• Cost-effective and feature-rich

• Built-in remote control and patch management

• Active user community

Cons:

• UI could use modernization

• Less flexible reporting compared to others

8. TOPdesk

Best for: Organizations in education, healthcare, and government sectors.

TOPdesk is a popular European ITSM solution with modules for incident, problem, and change management, and it focuses on self-service and knowledge sharing.

Pros:

• Great customer support and onboarding

• Customizable self-service portal

• Transparent pricing

Cons:

• Limited integrations with third-party apps

• Not ideal for complex IT ecosystems

9. Spiceworks Cloud Help Desk

Best for: Small businesses with limited budgets.

Spiceworks offers a free, cloud-based help desk that’s great for basic IT support needs.

Pros:

• Completely free to use

• Simple interface and setup

• Community-powered support

Cons:

• Limited ITIL support

• Few automation features

10. Cherwell (Now Ivanti)

Best for: Enterprises that need deep customization and control.

Cherwell offers flexibility through its no-code design capabilities, allowing businesses to create ITSM workflows that suit their exact needs.

Pros:

• No-code customization

• Strong process automation

• Modular licensing options

Cons:

• Complex initial setup

• Performance issues on larger databases

How to Choose the Right ServiceNow Alternative

When comparing ServiceNow alternatives, it’s important to align the tool with your organization’s size, budget, technical expertise, and long-term IT strategy. Here are some factors to consider:

1. Business Size and Growth Plans

Choose a platform that can scale with your team. Freshservice and Jira work well for SMBs, while BMC and Ivanti are better suited for large enterprises.

2. Deployment Preferences

Some companies prefer cloud-based tools, while others require on-premises for security or compliance reasons. Tools like ManageEngine and SysAid offer both options.

3. ITIL Compliance

If your organization follows ITIL guidelines strictly, ensure your chosen platform supports incident, problem, change, and asset management in an ITIL-aligned way.

4. Integration Needs

Look for tools that integrate easily with your existing software stack—email, communication platforms, DevOps tools, CRM, etc.

5. Total Cost of Ownership

Consider not just license fees but also training, support, customization, and infrastructure costs (for on-premises solutions).

ServiceNow vs. Competitors: Quick Comparison Table

Conclusion: The Right ServiceNow Alternative Depends on Your Needs

There’s no one-size-fits-all when it comes to ServiceNow alternatives. Each tool comes with its strengths and trade-offs. If you’re a small business seeking simplicity and affordability, Freshservice or SysAid might be your best bet. Agile teams will appreciate Jira’s tight DevOps integration, while large enterprises will find robust capabilities in BMC Helix or Ivanti.

Ultimately, the key is to map your organizational requirements to the features and flexibility of each platform. By carefully evaluating your ITSM goals and available resources, you can find the ideal solution that delivers the performance and value your business deserves.