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Quick Answers for Busy Leaders:
Best ServiceNow alternatives: Jira Service Management, Freshservice, BMC Helix, Halo ITSM, Zendesk, SolarWinds, Ivanti Neurons, Rocketlane, Atomicwork
Why switch? Lower costs, faster deployments, easier admin, generative AI, and no-code automation
Cost comparison: Most leading alternatives are 40–60% less expensive than ServiceNow over three years (see detailed table below)
Fastest migrations: 4–12 weeks with saasgenie for most organizations with modern tools
“When saasgenie moved Azentio from ServiceNow to Jira Service Management, we completed the migration in just 8 weeks, cutting licensing and admin overhead while delivering a more agile, integrated support environment.”
Popular for: Mid-market and enterprise IT, HR, CX, and operations teams looking for speed and simplicityCorrect timestamps: Audit trails maintain their original chronology, preserving your compliance history.
Consumer search behaviors are shifting, marketers, new data: IT buyers want instant clarity on options, costs, and core differentiators. So let’s get right to it.
What are the top ServiceNow alternatives in 2025?
IT service management is evolving at a record pace.
The global IT Service Management (ITSM) market was valued at USD 10.5 billion in 2023 and is projected to more than double to USD 22.1 billion by 2028 (CAGR ~15.9%)(MarketsandMarkets)."
Organizations are seeking platforms that boost efficiency, streamline support, and keep budgets under control. As expectations rise for agility and automation, CIOs are actively comparing alternatives to legacy ITSM solutions like ServiceNow.
Your platform decision impacts everything: operational costs, support speed, end-user satisfaction, and how quickly you can respond to change. In 2025, the most credible ServiceNow competitors will bring consumer-grade UX, AI-native interfaces, and transparent pricing to the table.
Top ServiceNow alternatives:
At-a-glance comparison for CIOs
Atlassian Jira Service Management: Native integration with agile development, ideal for DevOps-driven IT
“In our migration with Azentio, we completed the switch from ServiceNow to Jira Service Management, reduced their combined licensing and admin costs by over $200,000 annually, while enabling a simpler, more scalable support environment.”
Freshservice (Freshworks): User-friendly, fast setup, strong AI and automation, popular with IT and business teams
BMC Helix ITSM: Deep enterprise automation, advanced workflow design, FedRAMP-ready
Halo ITSM: Modern, cloud-native, highly flexible deployment options
Zendesk: Customer service powerhouse now offering robust IT support, especially for CX-centric orgs
SolarWinds Service Desk: Combines asset management with ITSM, well-suited for mid-market IT
Ivanti Neurons: AI-powered automation, proactive IT ops, strong endpoint management
Rocketlane: Blends project delivery and ITSM, ideal for teams handling onboarding or cross-functional projects
Atomicwork: AI-first platform with workflow simplicity and consumer-grade UI
In 2025, CIOs are comparing alternatives not just to ServiceNow but to a rapidly diversifying competitive set — Gartner now profiles nearly 19 ITSM vendors in its market guide. (ITSM.tools, OTRS).
What’s next: Below, we’ll take a closer look at the top five ServiceNow alternatives, breaking down what makes each one stand out for modern IT, HR, and operations teams. Consumer search behaviors are shifting; leaders want instant clarity and actionable details. So we’re diving right into the critical differences, cost factors, and real-world strengths for CIOs making platform decisions in 2025.
Top 5 ServiceNow Alternatives for 2025
1. Freshservice: Best for Growing Businesses with a Modern UI
Overview
Freshservice by Freshworks is a cloud-based ITSM platform known for its ease of use and automation. It provides a clean interface and AI-driven automation, making it a great choice for businesses looking for an ITSM tool that simplifies service management without requiring extensive setup.
Designed for growing businesses and IT teams, it simplifies service delivery through self-serve options, robust integrations, and end-to-end IT management.
Key Features of Freshservice:
✔ User-friendly dashboard: Intuitive and easy to navigate.
✔ AI-powered automation: Automatically assigns and resolves tickets.
✔ Comprehensive ITIL processes: Supports incident, problem, change, and asset management.
✔ Self-service Portal: Allows users to resolve common IT issues independently.
✔ Integrations with business apps: Connects seamlessly with Slack, Workday, DevOps tools, Microsoft 365, and Google Workspace.
Pros of Freshservice:
✅ Simple and intuitive interface: Minimal learning curve.
✅ Affordable compared to ServiceNow: Ideal for smaller teams.
✅ Good automation features: AI-driven workflows improve efficiency.
Cons of Freshservice:
❌ Not as customizable as enterprise-grade ITSM solutions.
❌ Advanced asset management features are still maturing. Despite Device42 integration, some features are evolving for enterprise needs.
Freshservice Pricing:
💲 Starts at $19 to $99 per user per month, with additional automation features in higher-tier plans
Freshservice is Best for
🏢 Small to midsized businesses looking for a modern ITSM tool that is easy to implement and manage.
Looking to transform your ITSM?
2. Jira Service Management: Best for DevOps and Agile Teams
Overview
Developed by Atlassian, Jira Service Management is designed for IT teams working in DevOps and agile environments. It offers deep integration with Jira software to streamline ITSM processes and improve collaboration between IT and development teams.
Unlike traditional ITSM tools, Jira Service Management integrates project management, enabling IT teams to track, prioritize, and execute service requests alongside development projects.
Key Features of Jira Service Management:
✔ Integration with Jira and Confluence: Ideal for teams that already use Jira.
✔ Agile-friendly workflows: Supports Kanban and Scrum boards for IT teams.
✔ Incident and change management: Helps IT teams track and resolve issues efficiently.
✔ Automation for approvals and escalations: Reduces manual workload.
✔ Third-party integrations: Works with Slack, Bitbucket, and Trello.
Pros of Jira Service Management:
✅ Great for DevOps and software teams: Seamlessly integrates with development tools.
✅ Flexible and customizable workflows: Adapts to different IT processes.
✅ Transparent pricing: Clear costs without hidden fees.
✅ API integration: Connect with third-party tools to automate workflows
Cons of Jira Service Management:
❌ Less suited for non-technical teams. Designed with software developers in mind.
❌ Can be complex for IT teams unfamiliar with Jira’s interface.
Jira Service Management Pricing
💲 Starts at a basic plan of $7.53 per user per month, with free plans available for small teams and custom ones for enterprises.
Jira Service Management is Best For
💻 IT teams, DevOps professionals, and software companies looking for an ITSM tool that integrates with development workflows.
Looking to transform your ITSM?
3. Zendesk: Best for IT Help Desks and Support Teams
Overview
Zendesk is widely known for its customer service solutions, but it also offers a strong IT service management platform. If your IT team focuses on support and service delivery, Zendesk provides an affordable, easy-to-use alternative to ServiceNow.
Key Features of Zendesk:
✔ AI-powered ticketing system: Smart automation for issue triage.
✔ Omnichannel support: Manage IT requests through email, chat, social media, and phone.
✔ Self-service knowledge base: Reduces IT tickets with a user-friendly help center.
✔ SLA tracking and reporting: Ensures service quality and response times.
✔ Third-party integrations: Works with Microsoft Teams, Slack, and Salesforce.
✔ Customizable form interfaces: Create tailored ticket forms to capture specific user requests.
Pros of Zendesk:
✅ Simple and intuitive interface.
✅ Good for IT support teams.
✅ Affordable compared to enterprise ITSM tools.
Cons of Zendesk:
❌ Limited ITIL features.
❌ Less customizable than other platforms.
Zendesk Pricing
💲 Starts at $55 to $115 per user per month, making it one of the most cost-effective options.
Zendesk is Best For
🎧 IT help desks, simple incident management for startups, and small businesses needing a straightforward and affordable IT service solution.
Looking to transform your ITSM?
4. HaloITSM: Best for Enterprises Requiring AI-Driven ITSM
Overview
HaloITSM is a powerful, all-in-one IT service management platform designed for enterprises looking for flexibility, scalability, and ease of use. Built with ITIL-aligned processes, it offers a feature-rich environment with automation, reporting, and multi-channel support, making it an excellent choice for organizations aiming to streamline their IT operations without sacrificing customization.
Key Features of HaloITSM:
✔ Comprehensive ITIL-aligned service management: Supports incident, problem, change, release, and asset management processes.
✔ Customizable workflows: Tailor workflows to meet your organization’s specific needs without requiring deep technical expertise.
✔ Multi-channel support: Manage requests via email, phone, chat, and a self-service portal.
✔ Automation and scheduling: Automate routine tasks, ticket assignments, and notifications to improve efficiency.
Pros of HaloITSM:
✅ Easy to configure: Highly customizable workflows without the need for coding.
✅ Affordable enterprise solution: More cost-effective than other enterprise ITSM platforms.
✅ Scalable: Grows with your business, from small IT teams to large enterprise deployments.
✅ Cloud-based or on-premise: Flexible deployment options depending on your infrastructure.
Cons of HaloITSM:
❌ Limited AI features: Lacks advanced AI-driven automation found in other enterprise ITSM solutions.
❌ Fewer advanced analytics options: May require integration with external BI tools for deeper analysis.
HaloITSM Pricing:
💲 Custom pricing based on the size of the organization and feature requirements.
HaloITSM is Best For:
🏢 Enterprises and large organizations seeking a highly customizable, scalable, and affordable ITSM solution that aligns with ITIL best practices and offers flexible deployment options.
Looking to transform your ITSM?
5. Atomicwork: Best for AI-Powered ITSM
Overview
Atomicwork is a next-generation IT service management platform designed to simplify IT operations through automation, AI-driven insights, and intuitive workflows. It enables organizations to streamline service requests, enhance productivity, and improve user experiences without the complexity of traditional ITSM tools.
Key Features of Atomicwork:
✔ AI-Powered Assistance: Uses intelligent automation to classify, assign, and resolve service requests efficiently.
✔ Multi-Channel Support: Handles IT inquiries through email, chat, and enterprise collaboration tools.
✔ Seamless Connectivity: Integrates with leading business applications and communication platforms.
✔ Flexible Process Automation: Allows businesses to configure service workflows to match their operational needs.
✔ Performance Analytics & Monitoring: Tracks service efficiency and identifies areas for improvement.
Advantages of Atomicwork:
✅ Reduces manual effort: Intelligent automation optimizes service management.
✅ Adaptable and scalable: Supports business growth and evolving IT needs.
✅ Straightforward user interface: Designed for ease of use with minimal setup requirements.
Limitations of Atomicwork:
❌ Lacks full ITIL framework: May not meet the requirements of highly regulated industries.
❌ Limited enterprise-grade customizations: Less flexible for organizations with highly specific ITSM needs.
❌ Advanced configurations require technical input: Some automation setups may need developer involvement.
Atomicwork Pricing
💲 Starts at $90 per user per year & custom pricing based on business size and service requirements.
Who Should Use AtomicWork?
🏢 Organizations looking for an AI-enhanced ITSM solution that is intuitive, automation-driven, and seamlessly connects with existing business tools.
Looking to transform your ITSM?
Cost comparison: ServiceNow vs leading competitors
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(ServiceNow vs. Its Top Competitors: Feature Comparison )
Let’s talk numbers. Many CIOs come to us after surprise ServiceNow renewal quotes or finding hidden add-on fees. Here’s a real-world summary:
Deployment & Admin Costs: ServiceNow often requires certified consultants for setup and ongoing admin, which takes about 3 to 6 months. Most alternatives (especially Freshservice, Halo ITSM, and Jira Service Management) can be configured by in-house IT, lowering both upfront and ongoing costs by up to 60%
Three-year TCO: When you factor in licenses, services, training, and support, most organizations find that ServiceNow alternatives deliver full ITSM value at 40–60% lower cost over three years.
Why are teams searching for ServiceNow replacements?
Escalating costs: Per-user pricing and paid add-ons add up fast; renewal surprises are common
Long, complex implementations: Months before go-live delay ROI and frustrate business teams
Heavy admin burden: Certified ServiceNow admins are expensive and hard to retain
Modern alternatives offer: Fast launches (often in weeks), intuitive UIs, AI-native features, and self-service automation, no specialist needed
Best-fit ServiceNow alternatives: Grouped by use case
ITSM & ESM platforms
Core ITSM specialists: Jira Service Management, BMC Helix, Halo ITSM
Employee service focus: Freshservice, Ivanti Neurons
Hybrid/asset-centric: SolarWinds, ManageEngine ServiceDesk Plus
Customer support & CX suites
Customer-first: Zendesk, Freshdesk
Omnichannel leaders: Intercom (saasgenie partners for integrated deployments)
No-code workflow builders
Low-code/no-code platforms now empower business users to automate workflows—no dev team required. This reduces admin costs and accelerates change.
Feature gaps ServiceNow alternatives close (and where they win)
Generative AI agents: Atomicwork, Freshservice, and Ivanti Neurons lead with AI-native ticketing, knowledge, and workflow
No-code automation: Halo ITSM, Freshservice, and Jira Service Management make automation accessible to non-IT users
Continuous upgrades: Cloud-native alternatives deliver seamless updates; no disruptive upgrade projects
Evaluation checklist: How to choose your ServiceNow competitor
Map your core use cases and forecast users (include two-year growth)
Rank integrations (Okta, Active Directory, monitoring, email, collaboration, etc.)
Model total cost (licenses, deployment, training, ongoing admin & support)
Run a real-world pilot (engage both power users and front-line staff)
Plan for adoption (training, change management, onboarding effort)
AI & automation: What you get with modern alternatives
Predictive ticket routing: AI matches tickets to the best agent, reducing manual triage
Self-service bots: Modern virtual agents resolve real requests, not just FAQs
Automated asset discovery: Continuous, real-time visibility—less manual tracking
Key takeaways & next steps (with saasgenie)
The ITSM landscape has shifted. ServiceNow alternatives now rival and often surpass legacy features, with lower costs, faster deployment, and a better user experience. Whether you need classic ITSM, employee service automation, or customer support, there’s a right-fit platform for your goals and growth.
At saasgenie, we partner with the world’s best: Freshworks, Atlassian, Halo ITSM, Rocketlane, Intercom, and Atomicwork. We guide you through tool selection, demos, and seamless deployments in weeks, not months.
Ready to compare?
Request a free expert consultation and see how modern ITSM can work for your organization.