Freshservice vs ServiceNow — Which Tool Suits You Better

With new tools released every day, it is only natural that established vendors continue to improve their solutions. Updates are essential for staying relevant. But how exactly are these systems improved? And what is the general consumer response? To find out, we’ve compared two popular systems, Freshservice and ServiceNow.

However, unlike how we typically do it, we will also consider consumer pros and cons. We will look at the majority of reviews published online and see what most people seem to agree upon to fetch you with the most comprehensive Freshservice vs ServiceNow comparison. Got it? Alright, now let’s get started!

ServiceNow vs Freshservice: Help Desk Tool Overview

Now, for those of you who might not have all the information at hand, we decided that it would be great to cover the basics about the systems, as well as outline the core focus in regards to functionality. This will allow you to understand that tool better, know what size of a company each tool serves, and all in all answer the burning question: is Freshservice a good alternative to ServiceNow?

Freshservice

Born to help IT companies manage hardware and software in an efficient manner, Freshservice is a service desk solution that incorporates a wide set of sub-systems that are designed to improve asset management, accelerate internal response time, and, ultimately, maintain stability across the board. Currently, the general overview of the brand looks like this.

Number of Employees: Approximately 1000;

Notable Clients: MoneyCorp, TeamViewer, Cordant Group, Honda, University of Oregon;

ServiceNow

Created for companies that want to maintain good security without sacrificing functionality, ServiceNow is a service desk solution designed to improve current operations through automation, systematization, and rules. Currently, the general overview of the brand looks like this.

Number of Employees: Approximately 6000;

Notable Clients: Allianz, Siemens, WayFair, Australian Catholic University;

ServiceNow vs Freshservice: Comparison Chart

Category	ServiceNow	Freshservice
Overall Positioning	Enterprise-grade ITSM and digital workflow platform for large and complex organizations	Modern, user-friendly ITSM and ITIL-aligned service desk for SMBs and mid-market
Ease of Use	Steeper learning curve; highly configurable but complex	When you want to focus on customer support, simplicity and ease of use, smooth app integration.
Deployment	Cloud-based (ServiceNow Cloud); highly scalable for global enterprises	Cloud-based SaaS with quick deployment and minimal setup
Core ITSM Features	Incident, Problem, Change, CMDB, Catalog, Asset, Discovery, Automation, Workflows	Incident, Problem, Change, Release, CMDB, Asset, Service Catalog, Automation
Customization	Extremely deep customization through workflows, scripting (JavaScript), and low-code tools	Customizable but less extensive; focuses on simplicity and ease
Workflow Automation	Industry-leading automation, AI workflows, powerful orchestration	Easy-to-use automation, powered by Freshservice Automator and Freddy AI
AI Capabilities	Advanced GenAI (Now Assist), predictive analytics, intelligent routing at enterprise level	Freddy AI for ticket summaries, suggestions, workflow automations
Integrations		Huge library; very strong enterprise integrations (ERP, HR, security, DevOps, etc.)	Good range of integrations; more limited compared to ServiceNow
IT Asset Management	Robust ITAM with Discovery, SAM, HAM, and deep lifecycle management	Solid asset management suited for growing organizations
CMDB Maturity	One of the most advanced and scalable CMDB platforms	Built-in CMDB that’s simpler and easier, but less advanced
DevOps Support	Strong DevOps, SecOps, HR, Customer workflows	Integrations with DevOps tools; not as extensive
Best for	Large enterprises with complex workflows and strict compliance needs	SMBs and mid-size organizations that need modern ITSM without enterprise complexity
Pricing	Higher; tailored enterprise-level pricing	More transparent, affordable, predictable subscription plans

ServiceNow vs Freshservice: Pricing Explained

Now that we know some information about the companies, let’s take a look at their pricing offerings and see which is more affordable: ServiceNow or Freshservice? After all, for many people, price-to-performance metrics will prove to be the deciding factor. For this particular case, we’ve opted to use the first paid plan as it will prove to be the starting point for many small organizations.

Before we start, we’d like to stress that ServiceNow does not provide any public information regarding pricing, but we managed to find some relevant data out using Capterra.com as a reputable resource. Although we did find out the price, we couldn’t locate any specifics, meaning we will solely discuss Freshservice.

Freshservice Blossom ($19 agent/month)

Incident Management Knowledge Base Self Service Portal Automation Standard Reports Marketplace Unlimited End Users

So, for just $19 per agent/month, you will get access to a dedicated knowledge base module, an incident management system, and even automation. Take for instance Zoho Desk, you get automation options starting from the Professional plan. While this isn’t the only benefit of the money paid you’ll get, it is the most notable one. This will prove to be invaluable for smaller companies (since every penny counts) and gives Freshservice an edge in the low-end market.

Freshservice vs ServiceNow: Features Comparison

So, we are on Freshservice vs ServiceNow comparison. Both systems have a set of unique features that will be helpful, but we cannot tell if they will work in your case. We suggest that you apply the features listed to your company to determine which tool will work best in your scenario. But for now, on to the features themselves.

Freshservice

We’ll start with Freshservice as it is the more expanded platform of the two, and it has more talking points. So, for those of you who are thinking about the tool but still on the fence, here’s what you will get access to:

Team Huddle

This feature will help your teammates to communicate within a ticket. It forms a simple chat UI where you can tag a person, reply to messages, and even highlight ticket information.

Real-time Project Dashboard

The Project Dashboard was created to give you a complete overview of your project in a simple window that has all the metrics you might ever need. Furthermore, if you want more details, just click on the board itself. You’ll be able to see violated deadlines, the timeline of the project, and even tracking indicators.

Asset Auto-discovery

As the name suggests, this feature automatically scans your network to find new hardware. In ServiceNow vs Freshservice competition it is a major advantage of the latter. In addition to discovering, the system can also update the status of an asset and display what it is currently working on (further configuration is required).

Interactive Visualizations

This system will automatically visualize your data in a digestible manner. With it, you can effortlessly display insights, performance metrics, and even satisfaction rates across the board.

ServiceNow

Cost Tracking

As the name implies, this module can provide you with a financial overview of all of your expenses and incomes across multiple departments. If you seek granularity, you can set up the system to display specific expenses and specific income on a per-agent basis.

Source: GetApp

Incident Routing

This function will allow you to route specific incidents to specific people. In other words, it will automatically route the right people to the right ticket based on previous success or specialty. Another huge plus for Freshservice in Freshservice vs ServiceNow opposition.

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Real-time Dashboards

Similar to what you can find in Freshservice, this feature allows you to track information across various fields of operation. You can also share these dashboards with other team members and even export them to demonstrate later.

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Freshservice vs ServiceNow: Consumer Pros & Cons

Of course it is always better to choose a service based on the opinion of someone who already used it. That is why we have collected the feedback of several customers of both Freshservice and ServiceNow.

So there you have it. As you can see, the users think that the analysis of ServiceNow vs Freshservice comparison shows that both are exceptionally good systems. They target the same company sizes and are pretty similar in terms of features. If you are unsure, we suggest that you give them a shot, as both offer a free trial. If you feel like you need help moving to any of the tools, just leave us a message, and our experts will help you out. But for now, let’s hear what both tools’ real-world customers have to say about them.

ServiceNow Reviews

Source: capterra.com

The story of AstraZeneca

AstraZeneca is one of the globe leading pharmaceutical companies rising on a challenge of efficiently treating rare diseases, especially those that do not have right ways of care available. One of the most admirable goals of the company is launching 20 new medicines by 2030.

Picking ServiceNow, AstraZeneca wanted to reduce the amount of time-consuming activities to concentrate on what truly matters. ServiceNow has become exactly the remedy this noble business needed to reach its aim. With ServiceNow it was able to:

• give scientists and researchers an opportunity to create without limits;
• shrinking down tiresome manual tasks;
• increasing team productivity;
• eliminating operational costs.

And now let’s take a more precise look at how ServiceNow managed to assist AstraZeneca in following their agenda:

1. Prioritizing the science by automating manual tasks:
   ServiceNow helped with streamlining repetitive processes freeing up researchers’ time, accelerating AstraZeneca’s mission to deliver 20 new life-saving medicines by 2030.
2. Focus on user experience to maximize adoption:
   A digitized, AI-powered ordering system on the AskAZ portal simplified workflows, offering intuitive navigation and rapid access to pre-approved supplies.
3. Extend value through cumulative time savings:
   Centralizing 60,000+ annual requests within the ServiceNow AI Platform saved up to 30,000 hours a year, enabling smarter procurement and data-driven decisions.
4. Personalize onboarding for immediate productivity:
   Onboarding 2.0, built on the ServiceNow AI Platform, provided customized portals for new hires, cutting manager onboarding time and enhancing early engagement.

Freshservice Reviews

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AG Barr story

AG Barr is a big name in soft and energy drinks manufacturing. The decision to switch to Freshservice from their previous help desk solution was mainly driven by the need to show their team results and have more dashboard options. Additionally, the business started to expand and the number of employees grew, so a more large-scale approach was on the table.

That is where Freshservice came in handy. This robust ITIL tool showed the company a way to releasing its potential to the highest extent possible. Namely, with Freshservice AG Barr could:

• keep in touch with the young audience;
• enable integrations with other tools that are truly easy-breezy;
• ensure value for financial resources;
• intensify AI agents support.

Among other advantages of going for Freshservice AG Barr names:

1. Smooth Implementation: AG Barr smoothly transitioned to Freshservice through Google Workspace and Active Directory integrations, enabling single sign-on and automatic updates to calendars and email accounts.
2. Improved flexibility & optimization: Freshservice’s Workflow Automator streamlined ticket management, automating categorization, prioritization, and resolution for faster, clearer service delivery.
3. Strategic Integrations:Integrations like Google Sheets, TeamViewer, and Active Directory automated key business processes, boosted collaboration, and simplified remote support.
4. Comprehensive Change Management:Freshservice’s Change Management module, supported by 30 CAB teams, automated approvals and ensured each change reaches the right department.
5. Service Request Management:The Service Catalog and Self-Service Portal now route common requests efficiently, giving teams targeted access and reducing manual effort.
6. Effective Asset Management: Freshservice tracks all major hardware, linking incidents to assets for unified monitoring and faster issue resolution.
7. AI-powered bots help:AG Barr’s AI bot “BruDog” automates employee support, resolving over 2,000 tickets monthly and saving time for both users and agents.

Freshservice or ServiceNow: Which Tool Fits Your Business Best?

The answer depends on your business size, needs, and budget:
Freshservice is a great fit if you're a small or mid‑sized company looking for a modern, easy-to-implement, and cost-effective ITSM solution.
ServiceNow, on the other hand, offers enterprise-level scalability, powerful customization, and advanced modules, making it a go-to choice for large organizations with complex workflows and cross-departmental automation.

Bottom Line

Although it is impossible to say which tool is ultimately better: Freshservice or ServiceNow, we can surely state they both have their strong and weak points. ServiceNow is a confident leader in enterprise-scale solutions and deep customization. Alternatively, Freshserive, would be a perfect tool for a small to mid-size businesses and more narrowly targeted ITSM needs.

Frequently Asked Questions