Top ServiceNow Alternatives: Discover Your Ideal IT Solution
ServiceNow is a leading provider of cloud-based services designed to automate enterprise IT operations. It offers a powerful suite of applications on a proprietary platform, streamlining workflows, integrating business processes, and consolidating IT across global enterprises. While ServiceNow excels at creating a single system of record for IT, lowering operational costs, and enhancing efficiency, many organizations seek alternatives due to varying needs, budget constraints, or specific feature requirements. This article explores some of the best ServiceNow alternatives available on the market today.
Top ServiceNow Alternatives
Whether you're looking for a more cost-effective solution, a platform with specific integrations, or a different user experience, there's a ServiceNow alternative that can meet your demands. Let's delve into some of the top contenders.
Freshdesk
Freshdesk is an award-winning online help desk software that enables comprehensive customer support across various channels like email, phone, web, and social media. It's a fantastic ServiceNow alternative for customer service-focused IT, offering a Freemium and Commercial platform with features like automatic customer engagement, ad monitoring, and team collaboration. It's available on Mac, Windows, Linux, Web, Android, iPhone, Chrome OS, Android Tablet, iPad, and Google Apps, making it highly versatile.
Zendesk
Zendesk provides on-demand help desk software covering customer support, trouble tickets, and knowledge base functionalities. As a web-based Commercial platform, it's a strong ServiceNow alternative for organizations prioritizing ease of deployment and robust customer support features. It's accessible via Web, Android, iPhone, Blackberry, and iPad, and includes features like forums and a comprehensive knowledge base.
GLPI
GLPI is an IT Service Management (ITSM) tool ideal for managing changes, problems, and budgeting within your company's IT stack. As a Free and Open Source ServiceNow alternative, it offers significant flexibility for Mac, Windows, Linux, Web, and Self-Hosted environments, with a SaaS option also available. Key features include helpdesk ticketing, incident management, inventory management, and a robust knowledge base, making it a powerful and customizable choice.
Help Scout
Help Scout scales like a traditional help desk but provides a personalized customer experience akin to normal email. This Commercial ServiceNow alternative focuses on a streamlined customer journey, avoiding clunky ticket systems. Available on Web and iPhone, it offers features such as customer feedback, CRM capabilities, customer service, customer support, and a knowledge base.
InvGate Service Desk
InvGate Service Desk is a web-based, ITIL-ready solution known for its unprecedented user interface and code-free configuration. This Commercial ServiceNow alternative supports Mac, Windows, Linux, Web, Android, iPhone, Android Tablet, and iPad, making it highly accessible. Its configurability across Incident, Problem, Change, Asset, and Knowledge management makes it a powerful choice for comprehensive IT service management.
OTRS
OTRS is a leading cloud-based help desk and process automation solution designed to improve customer relationships, reduce costs, and streamline operations. This Commercial ServiceNow alternative is available on Windows, Linux, and Web platforms. It boasts features like CMDB and Process Management, Incident Management, Inventory Management, Web-Based access, Customer Service, Helpdesk Ticketing, Service Level Management, and Workflow Automation, making it a robust option for process-driven organizations.
iTop
iTop, short for IT Operational Portal, is an Open Source web application specifically designed for the day-to-day operations of an IT environment, aligning with ITIL best practices. As a Free and Open Source ServiceNow alternative that is Self-Hosted, it offers complete control and customization. Its features include helpdesk ticketing, incident management, knowledge base, and task management, making it a solid choice for organizations seeking an open and extensible platform.
ProProfs Help Desk
ProProfs Help Desk ticketing software empowers agents to track customer queries and ensure timely resolution. This Commercial ServiceNow alternative is a Web-based solution offering features like a shared inbox, in-built bug tracking, custom data fields, customer support, integrations, canned responses, and comprehensive reporting, making it a strong choice for efficient customer service management.
Freshservice
Freshservice is an online ITIL service desk that combines a refreshing user experience with powerful ticketing and asset management capabilities. As a Commercial ServiceNow alternative available on Web, Android, iPhone, Android Tablet, and iPad, it's ideal for modern IT teams. Its key features include helpdesk ticketing and IT Asset Management, providing a comprehensive solution for IT service delivery.
Trengo
Trengo offers a unified inbox for all customer contact channels, including messaging, chat, text, email, and calls. This Commercial ServiceNow alternative, available as Software as a Service (SaaS) on Web, Android, and iPhone, excels in multi-channel communication. Features include WhatsApp integration, customer service, customer support, helpdesk ticketing, live chat, multiple account support, Telegram, Telegram Bot, Twitter integration, voice call, and voice chat, making it perfect for businesses focused on consolidated customer communication.
Choosing the right ServiceNow alternative depends entirely on your organization's specific needs, budget, and desired feature set. We encourage you to explore these options further to find the best fit for your IT service management and operational requirements.