Protect margins. Strengthen uptime. Minimize platform overhead.

Freshservice vs ServiceNow for Manufacturing

Manufacturers like  Coherent, Ultradent, and Piracanjuba moved from ServiceNow to Freshservice to cut ongoing administrative burden, gain clearer operational insight, and support growth without adding complexity.

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How a global manufacturer replaced ServiceNow

Facing a steep price increase and the loss of a dedicated developer, Ultradent, a global dental manufacturer, moved off ServiceNow when maintaining the platform was no longer sustainable

3.5 months

Transition timeline

ServiceNow was replaced in just over three months, including workflow cleanup and process modernization.
~1,750 users

Global workforce supported

Freshservice supports approximately 1,750 employees across global operations.
2 admins

Lean internal model

Freshservice is managed in-house by two administrators supporting ITSM and 30+ SaaS applications.

Why customers choose Freshservice

Manufacturing IT teams support plant systems, compliance workflows, distributed sites, and global users,  often with lean teams. Freshservice unifies ITSM, asset management, and automation in one platform, reducing administrative overhead and improving consistency across plants.

See how Coherent moved off ServiceNow to unify four ITSM platforms into one.

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Testimonial background

We had high expectations when we brought Freshservice on board, and we’re on track to meet or surpass all of them. We have an incredibly demanding operation, and only Freshservice is able to keep up.

Wanessa BorbaIT Governance Coordinator
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Piracanjuba logo

FAQs

Have other councils migrated from complex legacy platforms?
Yes. Councils and public sector organizations have transitioned from ServiceNow and other legacy systems to Freshservice to uncomplicate operations and improve visibility. Structured onboarding, guided configuration, and data migration support help agencies move with clear timelines and minimal disruption to frontline services.
Can Freshservice support multiple departments beyond IT?
Absolutely. Many councils start with IT and expand to HR, Facilities, Finance, and other internal service teams. Workspaces allow each department to manage its own workflows and reporting within a shared governance framework, creating a unified service model across the organization.
Is Freshservice proven in public sector environments?
Yes. Freshservice supports public sector organizations globally, including city councils and regional authorities. With built-in ITSM, ITAM, automation, and AI capabilities, agencies improve service visibility, strengthen SLA performance, and manage assets more effectively without the operational overhead of maintaining a heavyweight platform.