10 Best ServiceNow Alternatives in 2022

TABLE OF CONTENTS

ServiceNow offers many solutions for IT teams to efficiently manage their work, such as asset management, service management, and workflow management. 

Its IT service management systems help companies to connect all IT asset data in the service context throughout the complete IT lifecycle. Though ServiceNow is a good tool used by many organizations, it may not be suitable for every organization's requirements. 


In this post, we will be discussing the best 10 ServiceNow ITSM alternatives that may better fulfill your requirements.

Below is the list of tools that we will be discussing in this post:

  1. Zluri

  2. FreshService

  3. HaloITSM

  4. Ivanti

  5. BMC Helix

  6. Jira Service Management

  7. SysAid

  8. Invgate

  9. Aisera

But before discussing that, let’s learn more about the ServiceNow ITSM tool.

Key Features of ServiceNow

ServiceNow
  • Workflows: It provides many workflows based on the industry to manage and track service issues.

  • Integrations: It integrates with a wide variety of monitoring tools which provides efficient ways of solving customer queries and increases customer satisfaction rate.

  • Easy to use: An intuitive interface and simple to use tool. Also, it has an excellent support team who are very responsive and help you to sort issues quickly wherever you are stuck.

Drawbacks of ServiceNow

  • Setup: The initial setup is complicated and time-consuming.

  • Speed: It slows down often due to extensive features. Also, sometimes the search feature works very slow, which may be frustrating.

Customer Rating

  • G2- 4.3/5

  • Capterra- 4.5/5 

Now let’s see the alternatives of ServiceNow ITSM.

The Best 10 ServiceNow Alternatives

Zluri

1. Zluri

Zluri is a SaaS management platform that helps IT teams keep their SaaS stack organized. It helps organizations save time by automating IT tasks, reducing security and compliance risks, and saving money on SaaS apps.

With the number of SaaS apps proliferating in organizations, keeping track of subscription costs, renewal dates, and app ownership in spreadsheets is too much. In addition, it's possible to make mistakes while manually entering data in spreadsheets. Another issue with tracking SaaS apps in spreadsheets is they don't update automatically. Additionally, spreadsheets have limited functionality. For instance, they cannot identify shadow IT that can pose security or compliance risks. 

Zluri solves these problems by giving you visibility into your SaaS stack. Its discovery engine takes input from SSO spend management apps and directly integrates with over 500 SaaS apps to surface your SaaS landscape with nearly 100% accuracy. With Zuri, you can identify and eliminate unused and underused apps lying in your SaaS stack. In addition, you get alerts on upcoming SaaS renewals. Further, you can automate IT tasks, such as provisioning and de-provisioning of users from apps.

Zluri: Key Features 

  • Discovering your organization’s SaaS subscriptions: Zluri has the largest app library and will work over 120,000+ applications. Zluri discovery engine uses five methods to discover all your apps with near 100% accuracy.

  • Renewal Monitoring: With Zluri, you don't need to worry about surprise renewals. Zluri alerts about your upcoming renewals, giving you enough time to decide whether or not you need the app. You can decide that through the SaaS usage insights from Zluri.

  • Applications Cost Optimization: Zluri helps you standardize your applications and eliminate budget wastage. Zluri traces your SaaS ecosystem and monitors, measures, and helps you take control of your SaaS to spend. It also helps you find hidden apps. Check how much you can save with Zluri.

  • Smooth Vendor Management: Zluri has an automated vendor management system with all the features needed to manage your SaaS stack. It maintains a SaaS system of record by integrating with your core business system, after which it prepares to maintain your vendor life cycle with your predefined workflows. 

Pros

  • Discovering your organization’s subscriptions.

  • Category and function of each application.

  • Find unused and underused apps.

  • Removing duplicate apps with overlapping functions.

  • Automating contract renewals.

  • Automating employee onboarding and onboarding.

  • Remove unsafe apps.

  • Maintain audit readiness for compliance.

  • Offers custom integrations with 36 hours TAT.

  • Direct integrations with 320+ popular apps for feature-level usage insights.

  • Good choice if you may find it in multiple currencies.

Customer Rating

  • Capterra-5/5

  • G2 - 4.9/5

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2. Freshservice

Freshservice

Freshservice is designed using information technology infrastructure library (ITIL) best practices to help organizations provide exceptional service delivery and customer satisfaction. It is easy to use, quick to set up, and an affordable IT service management (ITSM) tool.

It is used to streamline service management across different departments, from IT to HR, account, legal, and more, with consistent service experiences throughout the platform for improved visibility and efficiency.

Features

  • Route tickets automatically to the relevant users.

  • Keeps track of time spent on tickets.

  • It has knowledge base management capabilities that enable users to resolve commonly occurring issues with the help of resolutions provided in the repository.

  • Increase process efficiency and service mobility by creating contextual and intelligent experiences through artificial intelligence.

  • Empower users to seek help from others through its community forum.

Pros

  • Native integration with popular third-party tools (AWS, Google Apps, etc.).

  • Affordable and easy to set up.

  • Intuitive user interface and is simple to use.

  • Highly customizable and flexible to integrate with other tools.

Cons

  • Very few workflow options.

  • Customizations make it slow.

Customer Rating

  • G2- 4.6/5

  • Capterra- 4.5/5

3. HaloITSM

Haloitsm

HaloITSM is an ITIL-aligned service delivery tool with features such as incident management, knowledge base management, and a self-service ticket portal. It empowers IT teams to escalate and automate the management of ongoing issues and get detailed information about them to arrive at a resolution.

HaloITSM helps organizations to deliver the best services consistently and repeatedly to their customers and employees. Further, it provides valuable insights to improve your service delivery.

Features

  • Easy workflow automation and centralized communication.

  • Build a knowledge base by turning solutions into articles, which can be referred to by users to resolve similar issues.

  • Maintains a record of all the actions carried out through the system.

  • ​​Automate processes with the help of AI to improve business.

Pros

  • Value for money and excellent support.

  • Flexible and powerful reporting.

  • It has such a vast selection of features.

  • Almost every aspect of the product is customizable

Cons

  • Complex and time-consuming setup.

  • Steep learning curve due to overwhelming features.

Customer Rating

  • G2- 4.8/5

  • Capterra- 4.6/5

4. Ivanti

ivanti

Ivanti service manager is a service management solution that fully supports problem, change, incident, and release management. It offers workflow automation with simple drag and drops to provide quick and excellent service delivery. It is available on the cloud as well as an on-premise installation. Also, it has a forum and excellent support, which helps to resolve issues faster.

Features

  • Easy to use incident management system for dealing with inbound ticket requests from any channel to make IT more efficient and productive.

  • Enable-IT to gather, analyze and share knowledge and information for both the IT service desk and users.

Pros

  • Excellent support and helpful Ivanti forum.

  • Easy to use after getting hands-on experience.

  • Tickets can be imported easily.

Cons

  • Steep learning curve due to overwhelming features, which becomes confusing initially.

  • The service catalog is not administrator-friendly.

Customer Rating

  • G2- 3.9/5

  • Capterra- 4.5/5

5. BMC Helix

BMC

BMC Helix is an AI-driven IT service management tool to drive faster resolution. It is easier to use, faster to deploy, and delivered on-premises or in the cloud. It minimizes service downtime with context-based anomaly detection and gives clear visibility to critical issues. 

Features

  • Delivers services that are critical for business on time.

  • Provide real-time operational insight.

  • AI helps to boost agent productivity and resolve issues faster.

  • Self-service and service catalog.

  • Change and configuration management.

Pros

  • Provides seamless integration to other tools such as Microsoft Outlook. 

  • Excellent support.

  • Easy to deploy.

Cons

  • Usual slow down on hanging issues.

  • Cluttered and non-intuitive user interface.

Customer Rating

  • G2- 3.6/5

  • Capterra- 4.1/5

6. SolarWinds Service Desk

Solarwind's System Management Product Suite

Solarwinds service desk is a modern IT service management solution that enables organizations to deliver excellent service to their employees. Its artificial intelligence and machine learning capabilities help to streamline IT services and empower employee self-service.

Features

  • Centralized and systematized ticket management system via all channels (email, phone call, etc.).

  • Automate simple and repetitive tasks.

  • Empower employees to self-service with the help of AI, machine learning, and knowledge base.

Pros

  • Incident management workflows are simple and intuitive.

  • Provides the ability to customize reports in depth.

  • Good support.

Cons

  • Tedious and time-consuming setup.

  • Steep learning curve due to overwhelming features.

Customer Rating

  • G2- 4.4/5

  • Capterra- 4.6/5

7. Jira Service Management

Jira Software

Jira service management is a comprehensive IT service management platform that provides end-to-end support for both external and internal users (customers, business partners, employees). It integrates seamlessly with Jira software to make a better collaboration between IT and development teams.

Features

  • Custom reporting and auto-responders.

  • Allows smooth collaboration amongst IT, operations, and development teams.

  • Compliance, change, and capacity management.

Pros

  • Becomes easy to use after getting hands-on with it.

  • Built for collaboration.

Cons

  • Usually, slow down.

  • Steep learning curve.

  • Tedious installation process.

  • Workflow implementation is complex.

Customer Rating

  • G2- 4.2/5

  • Capterra- 4.⅘

8. SysAid

Sysaid

SysAid helps organizations to manage requests, problems, and change with its powerful and comprehensive ITSM solution. It has a simple integration with third-party tools such as Slack to give a seamless service experience to employees.

Further, SysAid is highly customizable; you can create an unlimited number of custom fields, templates, and forms as per your requirements.

Features

  • Create, organize and share workflows with your department or across an organization by designing using the workflow designer.

  • Increase the process efficiency and centralize the system by integrating with all needed apps.

  • Incident management, configuration, and change management.

  • Keep track of interaction and automatically route tickets.

Pros

  • Highly customizable and simple integration with popular and relevant third-party tools.

  • They provide smooth onboarding and excellent support whenever required.

Cons

  • Bit slow compared to other tools.

  • Time taking and effortful implementation.

Customer Rating

  • G2- 4.5/5 

  • Capterra- 4.5/5

9. Invgate

Invgate

Invgate Service desk is an intuitive IT service management tool that helps organizations to manage complex service-related processes in an efficient and simple manner. By integrating it with Invgate insights, IT teams can see the software and hardware related to each incident.

It has both cloud and on-premise versions and is a secure, powerful, and flexible IT help desk ticketing system.

Features

  • Automate service tickets and keep track of time for every ticket.

  • ITIL Certified and can be connected with single-sign-on tools for easy access.

  • Multi department support and service catalog.

  • Its knowledge base enables users to self-serve.

Pros

  • Manages complex processes in simple and efficient ways.

  • Implementation is simple and provides excellent support.

  • Seamlessly sync tickets from multiple channels and devices ( email, phone, social media, etc.)

Cons

  • Setting up workflow is tedious.

  • Very few direct third-party integrations.

  • Initial user setup is time-consuming and complex.

  • The Ticketing system is a bit confusing.

Customer Rating

  • G2- 4.6/5

  • Capterra- 4.6/5

10. Aisera

Aiesera

Aisera's AI Service Desk is purposefully built to deliver an exceptional employee service experience. It can be plugged into your existing help desks and ticketing system too. It learns from every touchpoint and automates repetitive inquiries and workflows to increase efficiency, reduce manual efforts and deliver service faster.

Features

  • Seamless omnichannel self-service support for a faster resolution anytime and anywhere using any device.

  • Quickly resolve incoming requests automatically, where it sees a pattern.

  • Enable team members and employees to collaborate efficiently and effortlessly on multiple communication channels.

  • It has integrations with knowledge base systems, collaboration apps, files, and web crawlers.

Pros

  • Automatically and continuously learn from past tickets to ensure accuracy.

  • Instantly resolve repetitive queries.

  • Powerful reporting and analytics.

Cons

  • Steep learning curve

  • Still new, and many features are not fully developed

Customer Rating

  • G2- 4.7/5

  • Capterra- 4.5/5



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With this explosion of SaaS at companies, there arise SaaS challenges caused by apps getting out of your control. These SaaS challenges varies in three dimension: spend management, security and complance risks, and various SaaS operations tasks like automating SaaS procurments, renewals, employees onboarding and offboarding.

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An obese SaaS stack leads to SaaS wastage. It's a disease! It not only causes financial issues but also gives you security and compliance problems. That's why you must keep tight control on your SaaS stack. And it begins with managing your SaaS vendors. 

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