Looking for a ServiceNow Alternative? Meet Freshservice
Does your ITSM feel like building blocks with no instructions?
Freshservice is a modern, AI-powered ServiceNow alternative built for fast deployment, lower total cost of ownership, and reduced operational overhead. Learn how organizations like Eastern Washington University, Piracanjuba, Live Oak Bank, and Village Roadshow benefited after switching to Freshservice.
Freshservice vs ServiceNow: Proven outcomes with Freshservice
Organizations that switched from ServiceNow to Freshservice reported cost savings and higher operational efficiency, and speed. Across industries, teams achieved faster deployment, lower ITSM costs, and reduced administrative overhead.
Lower IT costs
Village Roadshow reduced IT spend by $500K after moving from ServiceNow to Freshservice.Month rollout
Piracanjuba replaced ServiceNow across 17 business units in just five months.Requests automated
Live Oak Bank tickets routed via self-service upon implementation.admins
Ultradent manages Freshservice and 30+ SaaS applications in-house by two administrators.Staffs supported
Eastern Washington University transitioned from ServiceNow to Freshservice over a weekendUnified ITSM platform
Coherent consolidated four separate help desks into one Freshservice platform.Why organizations choose Freshservice over ServiceNow
Out-of-the-box ITIL and low-code automation enable teams to streamline service management with minimal operational overhead and built-in governance.
“Freshservice is easier to work with, always looking to solve problems and take an active interest in our business. Time to deploy has been far quicker than ServiceNow and all agents in Fresh are enjoying a better user experience than ServiceNow. We have deployed to further Enterprise teams rapidly where we were not able to with ServiceNow” - Simon Baddeley, CIO, Reed
Freshservice vs ServiceNow: What IT Leaders Evaluate When Choosing an ITSM Platform
Freshservice is a modern alternative to ServiceNow for organizations prioritizing fast deployment, lower total cost of ownership, and reduced operational overhead, trusted by teams to unify assets, operations, and service management for IT and business on a single, AI-powered platform.
What IT leaders evaluate | Freshservice | ServiceNow |
|---|---|---|
| Total cost of ownership (TCO) | Transparent pricing with clearly defined add-ons and session-based AI pricing enables predictable cost planning. | Modular pricing across multiple products with varied levers (ex. %ACV, #users, etc.) can increase total cost as capabilities expand. |
| Time to value (TTV) | Fast deployment with out-of-the-box ITIL capabilities and low-code configuration reduces implementation time. | Implementations can often require customization, integrations, and specialist support, increasing time to value. |
| Operational Overhead Operational Overhead | Low-code/no-code enables business admins to run the platform with minimal technical dependency, in many cases with 1–2 FTE (e.g., Ultradent; varies by customer). | Deployments often involve dedicated resources, with maintenance in some cases requiring larger teams (e.g., 8–25) depending on complexity. |
| AI pricingAI pricing | Freddy AI uses session-based pricing, bundling multiple all interactions within 24 hours so costs stay predictable as usage grows. | Typically priced per “assist,” with consumption varying by use case and environment, causing costs to scale with usage, complexity, and deployment scope. |
| Upgrade and maintenance effort | Freshservice’s multi-tenant SaaS model delivers automatic upgrades with no additional effort. | Platform upgrades may require planning and validation to ensure existing configurations and customizations continue to function. |
We wanted to put Freshservice to the test in our most challenging area, and it exceeded our expectations. Despite the demanding nature of Piracanjuba’s operations, the migration process was easy and our day-to-day activities remained unaffected.
We extensively use rules & workflow automation, those have been great. I think that differentiates Freshservice and makes it easy for us to respond and implement things quickly versus when we were attempting to use ServiceNow.
Freshworks has helped us scale while making IT easy for everybody within the organization. Our ability to deliver an exceptional employee experience through Freshservice’s automation and self-service tools means our employees can focus on their core responsibilities without being constrained by IT.
Our team loves exploring the full functionalities of Freshservice and we discover something new almost every week! We have really fallen in love with the product. When you have a team who enjoys using the solution, it just makes work that much easier.
Resources: Learn from customers who switched from ServiceNow to Freshservice
Explore webinars and eBook to see the measurable results customers achieved after switching to Freshservice
Ultradent switch story: On-Demand Webinar
Hear how Ultradent, a global manufacturer, moved from ServiceNow to Freshservice to solve their biggest ITSM challenges Duration: 45 minutes
Why IT leaders are switching from ServiceNow to Freshservice ebook
Five real-world lessons from organizations that replaced ServiceNow with Freshservice, and what they gained in speed, scale, and savings.
Eastern Washington switch story: On-Demand Webinar
Hear directly from Eastern Washington University’s CIO on their move from ServiceNow to Freshservice Duration: 45 minutesFAQs
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