Are you trying to find the best ServiceNow substitute? You are in the right place. Businesses all around the world utilize ServiceNow, a well-known ITSM application, to keep track of IT events, requests, issues, and assets. We have compiled a list of 10 competitors to ServiceNow for support champions who are currently using it or investigating their options.
Servicenow Competitors
ServiceNow is a comprehensive solution that aids businesses in elevating their software stack and enhancing overall business performance. As a comprehensive package of tools that essentially covers everything from IT support desks to HR administration and customer assistance, the tool fills an intriguing void in the current SaaS landscape. ServiceNow is well known for this last area, which combines customer service and CRM.
Why Look For ServiceNow Competitors?
If you use ServiceNow, you are probably well aware of its shortcomings. However, we have noted certain elements of this tool if you are new to the game. Let’s investigate them thoroughly.
- Does not provide clear or transparent pricing: Every SaaS provider must provide clear and transparent pricing information on its website in order to earn the trust of clients. Users can use this to compare the tool’s price to that of other similar products available on the market. Unfortunately, ServiceNow’s website does not provide any cost information. You’ll need to submit an online form and wait for the business to provide a personalized quote.
- Slow loading speed: The ServiceNow ITSM system can be rather slow at times due to its size. Many users have expressed their frustration with the tool’s frequent lagging, especially while several tabs are open. Regular lags might reduce your productivity and prolong the problem-solving process.
- Sharp learning curve: It will take a few days or weeks to get into the swing of using ServiceNow after you have set it up. You’ll need a lot of time to become accustomed to the UI. Furthermore, it will take time to comprehend the various features and talents.
- It is difficult to provide new products or updates on a regular basis. Although these new updates include new features and capabilities, most of the time they only bring about new issues. Frequent updates can be confusing to novice users because they will need more time to understand the finer points.
The Features ServiceNow competitor Should Have
Different IT support teams may have varying demands for the products they offer. While some would desire a simple user interface, others might prefer thorough reports. Currently, not every IT help desk tool is able to provide every capability. We have thus selected a few essential features that any alternative to ServiceNow must provide in order to make this comparison easier.
- Incident and request management: All alternatives to ServiceNow must let you keep track of all active incidents and requests in a single location. This will guarantee that no tickets evade detection.
- Knowledge management: You should be able to build a library of FAQ pages, step-by-step instructions, help center articles, and other resources using alternative methods to promote self-service and reduce ticket volume.
- Customization: ServiceNow alternatives should have a variety of customization choices so you can set rules and design workflows that meet your requirements.
- Reports and analytics: Each tool ought to provide comprehensive reports and analytics. Support managers may track service desk data, evaluate agent performance, and identify areas for development with the use of effective reports.
Best ServiceNow Competitors
It’s time to investigate the top 10 software competitors of ServiceNow. We will do a thorough analysis of each instrument, taking into account its features, cost, advantages, and disadvantages.
#1. ProProfs Help Desk
The ideal ServiceNow substitute is ProProfs Help Desk, which gives your staff all the tools they need to improve the user experience. Through a variety of methods, including email, live chat, web forms, and the support center, you can record IT events and requests.
You may exchange proactive chat invitations with clients and provide round-the-clock support with a personalized live chat widget.
Top Features of the ProProfs Help Desk:
- Give requests and occurrences that require immediate action higher priority.
- Share automated e-mails with your staff and customers.
- Utilize email surveys to track the end-user experience.
- Roles and permissions can be used to limit tool access.
- Monitor data such as agent performance, ticket response times, and resolution times.
#2. SysAid
One of the best competitors to ServiceNow is SysAid, which may assist you in automating your incident management procedures. For instance, fresh emails and their attachments are immediately turned into tickets and assigned to the appropriate agents.
You can give end users access to a dedicated self-service portal where they can create new tickets, keep track of their open problems or requests, and use the knowledge base to complete self-service tasks.
Top Features of SysAid:
- The user interface, notices, and knowledge base entries can all be customized with SysAid.
- Ticket escalation to senior representatives if SLAs are not fulfilled
- Make a knowledge base with advice and instructions.
- Permit end users to safely change their account passwords
- Create detailed reports on service performance and IT efficiency
#3. Salesforce Service Cloud
An omnichannel help desk solution like Salesforce Service Cloud may assist your staff in managing customer engagements over the phone, through messages, on chat, and through other channels. Whether they are working remotely or on-site at the office, the application gives your service representatives a comprehensive understanding of every client.
Features of The Salesforce Service Cloud:
- Create a self-service help center as soon as possible to lower ticket volume.
- Give clients the option to schedule phone and video sessions
- Utilize client information to customize interactions
- Proactively invite consumers and prospects to speak
- Utilize a single dashboard to keep an eye on SMS, social media, and email.
#4. LiveAgent.
LiveAgent is a free alternative to ServiceNow that enables you to automate repetitive processes, manage all customer messages in one app, and make smarter business decisions based on actual data. You can provide real-time support with the robust and adaptable live chat widget that comes with LiveAgent. Based on their location or how long they have been on a page, you can invite website visitors to chat.
Top LiveAgent features:
- Prevent having numerous agents work on the same customer issue.
- When adding files to tickets, use the drag-and-drop functionality.
- Utilizing pre-designed templates, create contact forms.
- Make your chat windows unique and change where they are shown on your website.
- Combined resolution of several linked tickets
#5. HaloITSM
HaloITSM is a potent ServiceNow competitor that can be utilized to provide end users with top-notch IT assistance. This user-friendly application enables you to automate manual processes, achieve SLAs on schedule, and monitor all occurrences in one location.
Additionally, HaloITSM provides a variety of change management tools so that your team can simply monitor and implement organizational changes.
Top HaloITSM Features:
- Automate processes for incident and problem management.
- The responses that agents provide ought to be the basis for knowledge-based articles.
- Keep track of how each organization’s IT resources are being used.
- Keep duties and IT initiatives centralized and organized.
- For IT end users, create a service catalog.
#6. SolarWinds Service
No matter how little or significant an incident may appear to be, your team can detect, prioritize, and track it using the SolarWinds service desk. You can automatically route and rank concerns using a strong ticketing system. The asset management work that SolarWinds service desk performs is admirable. You may manage the onboarding, assignment, and retirement of assets throughout their lifecycle in addition to asset tracking.
SolarWinds Service Desk’s Top Features:
- Provide quick access to knowledge base content for technicians
- Provide important stakeholders with service desk reports.
- Using a service catalog, standardize service requests
- Make a service portal where customers can browse and submit tickets.
- Using a dedicated mobile app, provide assistance anywhere.
#7. Freshdesk
Another well-known program similar to ServiceNow is Freshdesk, and it merits a spot on your list. You can use this tool to communicate with customers via email, live chat, social media, the web, etc. because it has multichannel capabilities. Team members from throughout the organization can collaborate on improving the customer service experience with the aid of Freshdesk. For instance, you can speed up the resolution of complex problems by dividing up the ownership of a ticket among several people or departments.
Top Freshdesk Features:
- Include forms on your website so that users can ask questions.
- Using parent-child ticketing, divide tickets into more manageable jobs.
- Connect similar tickets for quicker resolution
- Utilize a scalable live chat window to converse with visitors and potential customers.
- Set agent working hours and keep an eye on performance in
#8. Zendesk
Similar to ServiceNow, Zendesk is a well-liked ticketing platform that enables you to communicate with clients via voice, chat, social media, email, and message. You may set up a sizable community forum where users can ask questions, discuss solutions, and interact.
Top Zendesk Features:
- Use AI-powered answer bots to interact with and help customers.
- Prioritize urgent client issues that require prompt resolution.
- Utilize sophisticated ticket routing to ensure that no issue goes unresolved.
- Keep track of and raise your CSAT ratings for customers.
- Give appropriate badges as rewards to your community forum’s best contributors.
Servicenow Itsm
A cutting-edge, cloud-based service management system that eliminates silos is ServiceNow IT Service Management. Utilizing common data and analytics with automated processes on the Now Platform®, ITSM enables you to combine on-premises legacy solutions on a single cloud platform. Your IT personnel can be relieved of some work by using virtual agent chatbots, native AI, and machine learning capabilities, which will increase productivity by 30%. Using ServiceNow ITSM, you can:
- To increase employee happiness, give employees the tools they need to self-resolve problems as they arise, ask questions, and obtain timely, accurate, and reliable information.
- In role-based workspaces, make wiser judgments, automate your services, and constantly enhance your offerings.
- To address high-impact events and boost agent productivity by 30%, triage, cooperate, and empower agents to resolve incidents, identify solutions, and stay connected from wherever they are.
What Advantages Does ServiceNow ITSM Offer?
Your IT organization benefits from a better operating model thanks to ServiceNow ITSM. With a scalable, adaptable solution that performs better and faster with a noticeably shorter Time to resolution, you get a faultless user experience at a lower cost.
ServiceNow ITSM includes raising the bar to achieve Level 4/5 maturity, which is currently not attainable with the majority of ITSM systems available today. It is what is required to facilitate the widespread digital transformation of businesses.
By switching from legacy on-premises IT to cloud-based ServiceNow ITSM, your business will be better able to make decisions, improve customer experiences, and equip its employees with connected information, case management best practices, and automatic fixes for frequent problems. Additionally, it gives you the freedom to adjust as needed to meet both present and future needs while also giving you transparency across your whole ecosystem of IT services.
Costs for Implementing ServiceNow ITSM
There are three packages for IT service management, which are sold via tiered pricing:
- All processes: Incident, problem, change, release, cost, asset request, walk-up experience, and now notify are included in the IT service management standard.
- ITSM standard + performance analytics, continuous enhancement management, agent intelligence, virtual agents, vendor manager workspaces, service owner workspaces, and dynamic translation (premium platform capability) are all included in the ITSM professional package.
- Enterprise IT service management: Unrestricted user model
When estimating the total cost of their ServiceNow solution, organizations intending to use ServiceNow ITSM should also take implementation, subscription, and internal costs into account. These can consist of expenses like:
- ServiceNow’s charges for professional services
- Internal FTEs for the project
- Internal FTEs for upkeep, updates, new builds, and testing Fulfiller and ITBM worker training Employee training on ServiceNow service requests
Are Servicenow and Sap Competitors?
ERP software is the trademark of the global software corporation SAP. One of the better ServiceNow competitors that focuses on customer service management and sales is SAP Service Cloud, a part of its Customer Experience package.
Why Is ServiceNow So Popular?
Because many things make up ServiceNow. In addition to being extremely powerful in all facets of its design, it is also versatile. Enterprise service domains can define services, deliver services, ensure service availability, and analyze crucial service metrics with the help of ServiceNow.
Is ServiceNow Better Than Salesforce?
While ServiceNow is specialized ITSM software that might dabble in customer relationship management, Salesforce is a more comprehensive CRM that could be utilized for some IT service management duties. Although one is undoubtedly far better than the other for its intended application, one is not consistently superior to the other.
Why Is ServiceNow So Difficult?
Inadequate training and resources are a major reason why so many ServiceNow users struggle with configuration management. Users may find it challenging to comprehend the platform’s complexity and implement best practices for service management without the right information and direction.
Does ServiceNow Have a Future?
We may anticipate seeing even more advanced features and capabilities from ServiceNow in the future as AI and ML develop more customization choices: ServiceNow is currently well-known for its adaptable dashboards and processes, but we can anticipate seeing even more customization choices in the future.
Is Microsoft Using ServiceNow?
Microsoft makes use of out-of-the-box ServiceNow features whenever appropriate, allowing it to incorporate ServiceNow ITSM capability into its digital ecosystem.
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