Freshservice vs ServiceNow: Why organizations are switching

Looking for a ServiceNow Alternative? Meet Freshservice

Does your ITSM platform feel like a box of Legos with no instructions?

Freshservice is a modern alternative to ServiceNow for organizations prioritizing fast deployment, low total cost of ownership, and reduced operational overhead. Organizations like Eastern Washington University, Piracanjuba, Live Oak Bank, and Village Roadshow  switched from ServiceNow to Freshservice and reported faster deployment, lower ITSM costs, and reduced operational overhead, all on an AI-powered platform designed for modern service management.

Try it freeBook a demo

Proven outcomes from organizations that replaced ServiceNow with Freshservice

Organizations that switched from ServiceNow to Freshservice report measurable improvements in cost, speed, and operational efficiency. Across industries, teams achieved faster deployment, lower ITSM costs, and reduced administrative overhead.

60%

Lower IT costs

Village Roadshow reduced IT spend by $500K after moving from ServiceNow to Freshservice.
5

Month rollout

Piracanjuba replaced ServiceNow across 17 business units in just five months.
Weekend

Migration and go-live

Eastern Washington University replaced ServiceNow over a weekend and now supports 50,000+ requesters on Freshservice.
90%

Requests automated

Live Oak Bank routes 90% of service requests through AI-powered self-service, reducing manual workload.
90%

Tickets

Live Oak Bank tickets routed via self-service upon implementation.
2

Admins

Ultradent manages Freshservice and 30+ SaaS applications in-house by two administrators.

Why organizations choose Freshservice over ServiceNow

How your platform is built shapes how fast you can move. Freshservice was designed from the ground up for modern service management, with out-of-the-box ITIL capabilities that work from day one. Low-code and no-code configuration allow administrators to automate workflows, manage services, and maintain the platform with minimal operational overhead.

Business teams operate within preconfigured workspaces and guided service journeys, ensuring the right governance and guardrails are in place. The result is a platform that remains simple to operate, administer, and evolve as service operations grow.

See how Piracanjuba expands enterprise service management with Freshservice

automation

Testimonial background

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.

Wanessa BorbaIT Governance Coordinator
Read the story
Testimonial background

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.

Brad ChristCIO and Associate Vice President for IT
Read the story
Testimonial background

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.

Arul ArogyanathanCIO
Read the story
Testimonial background

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.

Maurice VelizIT Manager
Read the story
Piracanjuba logo
Eastern Washington University logo
Village Roadshow logo
National Rugby League logo

FAQs

Is Freshservice powerful enough for an enterprise with 5,000+ employees?
Yes. Freshservice supports organizations at this scale with ITIL-aligned service management and capabilities across ITSM and enterprise service management (ESM), including advanced IT asset management and IT operations management, supporting both IT and business teams without the overhead of more complex platforms.
What is the main difference between Freddy AI and ServiceNow AI?
AI pricing models vary across platforms. Freddy AI uses a session-based model where all interactions within a 24-hour period are grouped into a single session, making costs easier to predict as adoption grows, while assist-based models meter individual AI actions, with more complex tasks consuming multiple assists based on processing needs. Freshservice brings AI across the service lifecycle and is proven at scale, with insights drawn from 187 million tickets across 10,743 organizations in 118 countries, showing measurable improvements in automation and resolution speed. It is also designed for rapid rollout and adoption, with organizations able to deploy AI capabilities quickly without heavy setup. For example, at the [Office for Students](https://www.freshworks.com/customers/stories/the-office-for-students/), the AI agent was rolled out in just 10 minutes and now handles 30% of requests through self-service, reducing response times by 77% and resolution times by 67%.
How long does it take to move from ServiceNow to Freshservice?
Migration timelines can vary based on the complexity of your environment, but most organizations complete the transition in a matter of a few weeks to a few months. Freshservice has supported many organizations through this process, and our experienced experts work closely with your team to guide the migration and ensure a smooth transition.

Get started with Freshservice

Product Tour

Watch product tour

Watch a short 6 min tour of the product to understand how Freshservice streamlines IT operations with AI and automation.

Take the tour
Contact Sales

Contact sales

Connect with our product experts to get a tailored demo, pricing insights, and answers to your IT challenges.


Book a demo
Trial

Start free trial

Explore the platform hands-on for 14 days—no credit card required. No strings attached.


Try it free