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.

Uncomplicated operations for lean manufacturing IT teams

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

Is Freshservice proven in complex manufacturing environments?
Yes. Freshservice supports manufacturers operating across multiple plants and global regions. Companies like Coherent unified four separate ITSM systems into one platform supporting 500+ agents and resolving 65,000 tickets in six months. With built-in ITSM, asset management, automation, and AI capabilities, Freshservice helps manufacturing organizations improve collaboration, strengthen compliance visibility, and scale service delivery without building a large internal platform team.
Have manufacturers successfully migrated from ServiceNow to Freshservice?
Yes. Global manufacturers have transitioned from ServiceNow and other legacy ITSM platforms to simplify operations and reduce administrative overhead. Organizations like Piracanjuba replaced ServiceNow across 17 business units in five months without operational disruption, while companies like Ultradent modernized in under a quarter. Structured onboarding, guided configuration, and migration support ensure continuity for plant operations and global teams.
Can Freshservice support teams beyond central IT?
Absolutely. Many manufacturers begin with IT and expand to HR, Finance, Facilities, Logistics, and Operations. Freshservice enables each function to manage its own workflows within a shared, governed platform, creating a unified service model across plants and corporate teams without adding platform complexity.