Choosing the right ITSM platform is like picking the right tool for the job—whether you’re building a skyscraper or just hanging a picture, the right tool makes all the difference. For large enterprises, where managing IT services means juggling hundreds of tasks across multiple departments, you need a platform that can handle the pressure. Two of the big players in this space are ServiceNow and Freshservice.
While both platforms offer impressive ITSM capabilities, they’re aimed at different audiences. ServiceNow is the go-to for enterprise-level needs, designed to scale with even the largest organisations. Freshservice, on the other hand, prides itself on simplicity and ease of use, making it more attractive for mid-sized companies that need to keep things running smoothly without too much complexity.
So, which one is best for your business? In this blog, we’ll break down the five key differences between ServiceNow and Freshservice so you can make the right decision for your enterprise.
1. Scalability and Flexibility: Built for Scale or Simplicity?
ServiceNow: ServiceNow is designed for organisations that need serious scale. Think of it as the workhorse of ITSM platforms, built to handle the needs of enterprises with thousands of employees, global operations, and complex workflows. Not only does it manage IT services, but it also extends into HR, finance, customer service, and more. For companies that need to manage multiple business functions under one roof, ServiceNow is the ultimate powerhouse.
Freshservice: Freshservice takes a different approach. It’s built with simplicity in mind, which makes it great for smaller and mid-sized businesses. Its out-of-the-box functionality is easy to set up, and it can scale, but it’s more suited to growing businesses that don’t yet need the extensive capabilities of a platform like ServiceNow. Freshservice is ideal for companies that want ITSM without the complexity and cost of a full enterprise system.
Verdict: If your business is a large enterprise with a need for global scalability and enterprise-wide functionality, ServiceNow is the clear winner. Freshservice offers a more simplified, user-friendly experience for smaller organisations but may struggle to keep up as your business grows beyond IT.
2. Workflow Automation: End-to-End or Plug-and-Play?
ServiceNow: When it comes to workflow automation, ServiceNow is like having a personal assistant that never sleeps. It’s built to automate complex workflows across departments, from IT to HR to legal. ServiceNow offers a low-code platform that lets you design workflows tailored to your business needs without requiring extensive technical expertise. Whether it's automating the approval process for a new hire or managing an IT ticket escalation, ServiceNow handles it all.
Freshservice: Freshservice offers solid automation but keeps things simple. It’s designed to automate standard IT service workflows like incident management, service requests, and change approvals. Its user-friendly interface makes setting up automation easy, but the depth and customisation options are limited compared to ServiceNow. For companies that need straightforward IT automation, Freshservice does the job well, but you won’t get the same enterprise-wide automation capabilities.
Verdict: ServiceNow is the better choice if you need automation that goes beyond IT and covers multiple departments. Freshservice is perfect for smaller companies with simpler IT automation needs but lacks the cross-functional capabilities that larger enterprises demand.
3. Integration Capabilities: A Platform for Everything
ServiceNow: For large enterprises, integrating your ITSM platform with other systems is critical, and this is where ServiceNow really shines. ServiceNow offers out-of-the-box integrations with a huge range of systems—from cloud platforms like AWS and Azure to enterprise software like Salesforce and SAP. And if you need a custom integration, ServiceNow’s robust API makes it easy to connect to virtually any system you use.
Freshservice: Freshservice also offers integrations, but its focus is primarily on popular, easy-to-use tools that smaller and mid-sized businesses rely on, such as Slack, G Suite, and Microsoft 365. While these integrations are great for IT service management, Freshservice doesn’t offer the same depth or range of enterprise-grade integrations that ServiceNow does, making it less suitable for large businesses with complex system landscapes.
Verdict: ServiceNow takes the crown when it comes to enterprise-level integration, offering extensive out-of-the-box and custom integration options. Freshservice is better suited for smaller businesses with simpler tech stacks that don’t require deep enterprise integrations.
4. User Experience and Customization: Complex Power vs. Simple Elegance
ServiceNow: ServiceNow’s user experience is highly customisable but can feel complex, especially for non-technical users. The platform offers a powerful set of features for creating role-specific dashboards, reports, and workflows, but setting everything up can take time and expertise. For large organisations with dedicated IT teams, this customisation is a huge asset, allowing each department to tailor the platform to their needs.
Freshservice: Freshservice, on the other hand, is built for ease of use. Its clean, intuitive interface is designed to get you up and running quickly without needing much IT support. It’s easy to navigate, and customization options are available, but they’re more basic compared to ServiceNow. This simplicity is one of Freshservice’s key selling points—there’s less of a learning curve but also fewer options for deep customisation.
Verdict: If you need a platform that can be deeply customised to meet the needs of multiple departments, ServiceNow is the more powerful choice. Freshservice offers simplicity and ease of use, making it great for teams that want to get started quickly without diving into complex configurations.
5. Cost and Licensing: Investment or Affordability?
ServiceNow: There’s no sugar-coating it—ServiceNow is an investment. Its pricing reflects its enterprise-grade capabilities, and for large organisations, that investment often pays off through efficiency gains, automation, and seamless integration across departments. However, for smaller companies, the cost of ServiceNow can be prohibitive, especially if they don’t need all of the platform’s capabilities.
Freshservice: Freshservice is far more affordable, making it an attractive option for mid-sized businesses or growing companies. Its pricing is more straightforward, and you can get a lot of functionality without breaking the bank. However, as your company scales, you may find Freshservice’s limitations (in terms of integration and automation) pushing you toward a more comprehensive platform like ServiceNow.
Verdict: For large enterprises looking for a fully integrated, enterprise-wide ITSM solution, ServiceNow’s cost is justified by its extensive capabilities. Freshservice is a great, affordable option for smaller businesses or those just starting to scale, but it may not offer the long-term scalability and feature set that large organisations require.
Conclusion: The Right Tool for the Job
When it comes to choosing between ServiceNow and Freshservice, the decision largely depends on the size and complexity of your business. ServiceNow is the ultimate enterprise solution, built to scale with large organisations and offering deep customisation, automation, and integration capabilities. It’s the platform of choice for enterprises that need more than just IT service management—it’s designed to handle operations across multiple departments.
Freshservice, on the other hand, is perfect for growing businesses that need a simpler, more affordable ITSM platform. It’s easy to use, quick to set up, and does a great job managing IT services without the complexity and cost of a larger platform. However, if your business is rapidly scaling or has complex integration needs, you may find yourself outgrowing Freshservice sooner than expected.
In the end, if you’re a large enterprise that needs a comprehensive, scalable solution, ServiceNow is the better choice. For smaller companies or those looking to keep things simple, Freshservice offers a fantastic balance of functionality and affordability.
Interested in finding more about ServiceNow ITSM? Let Velocity Consulting help you take the first step!
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