Freshservice or ServiceNow: which ITSM solution will really win in 2025?
When it comes to IT service management, or ITSM, two names stand out: ServiceNow and Freshservice. On the one hand, there's ServiceNow, the solution designed for large organisations, with its complex workflows and ultra-pushed features. On the other, Freshservice, a more accessible tool, simpler to deploy, but devilishly effective for IT teams who want to move fast... and well.
So which one should you choose to manage your incidents, tickets, IT assets or organisational changes? It all depends on your context, the size of your team, your priorities and, let's be honest, your budget.
👉 In this article, we review the strengths, limitations, key features, prices, interfaces, integrations and typical use cases of these two platforms. Our aim is to help you make an informed choice, whether you're a growing startup or a business with a sprawling IT infrastructure.
What is ServiceNow?
Overview of ServiceNow
ServiceNow is an ITSM platform designed for large companies with complex needs. Designed from the outset as a centralised management system, it goes far beyond simple ticket management. With its customised workflows, automation and orchestration capabilities and integrated business applications, ServiceNow enables the entire organisation to better manage its operational processes.
🎯 Popular with large organisations and multinationals, the platform is often described as a robust solution, but also sometimes as technical and demanding to implement. ServiceNow offers modules covering incident management, asset management, change management, security, HR, finance... in short, an ITSM approach extended to the entire enterprise.
Key features of ServiceNow
Before diving into the list, one word: ServiceNow is not just about IT. It's a genuine platform for digitising business workflows. Here are the most popular functionalities, particularly in ITSM:
- Service management, with complete management of IT services and customisable workflows;
- Incident management, with incident detection, prioritisation and resolution via a centralised interface;
- asset management with hardware/software inventory, licence tracking and CMDB integration;
- change management with approval processes, impact analysis and integrated risk management;
- a customisable self-service portal for end-users with a knowledge base;
- automation engine, enabling repetitive tasks to be automated thanks to its integration with AI (predictive intelligence);
- application development, enabling the creation of low-code/no-code business applications via the App Engine.
ServiceNow
Advantages and disadvantages of ServiceNow
Like any complete ITSM solution, ServiceNow shines because of its wealth of features... but this can also be a hindrance. Before deciding, let's take a step back.
ServiceNow is the Swiss Army knife of service management. It stands out particularly on the following points:
- its highly advanced customisation capabilities (workflows, roles, management rules) ;
- its scalability for large multi-site or multi-BU businesses
- its powerful automation thanks to AI and the rules engine
- its extended offering beyond IT: HR, legal, security, finance, etc.
- its rich integrations with the main business applications (Salesforce, Azure, Slack, etc.)
- its ergonomic, multilingual self-service portal
❌ But beware, ServiceNow is not a plug-and-play tool! Adopting it can be complex without support. Here are some of the limitations raised by users:
- its steep learning curve for non-technical teams ;
- its high costs, both in terms of licences and integration;
- its interface, which is sometimes considered dense or even austere compared with more modern tools;
- long implementation times (often several months);
- too much functionality kills functionality: functional overload for smaller IT teams.
What is Freshservice?
General presentation of Freshservice
Freshservice is a modern ITSM tool designed to provide a fluid, fast and efficient experience for IT teams of all sizes, including SMEs, start-ups and ETIs. Developed by Freshworks, it features an intuitive interface, quick learning curve and intelligent IT process automation.
Unlike ServiceNow, which targets the complex enterprise, Freshservice shines for its simplicity without sacrificing power: incident management, asset management, change management, ticket management... it's all there, with a plug-and-play logic that many CIOs appreciate.
Freshservice offers a cloud platform that natively integrates AI, knowledge management and a self-service portal that is highly appreciated by users. The result: less friction, more autonomy, and greater productivity for agents and end-users alike.
Freshservice's main features
Before looking at the list, Freshservice was designed for teams who want to get straight to the point, without going through a technical gas factory. Despite its simplicity, it covers the essentials (and more)b :
- intuitive ticket management with prioritisation, SLAs and dynamic views ;
- incident management with monitoring, automation and resolution of incidents using AI suggestions;
- asset management with hardware/software inventory, asset lifecycle, QR codes, visual CMDB ;
- change management with planning, approvals, validation workflow and notifications;
- a self-service portal with knowledge base, ticket submission and request tracking;
- Intelligent automation, making it easy to set up automation scenarios, alerts and business rules;
- ready-to-use integrations: Slack, Microsoft Teams, Jira, Google Workspace, Zapier, etc.
Freshservice
Advantages and disadvantages of Freshservice
While some ITSM solutions can be dauntingly complex, Freshservice stands out for its balance between simplicity and functional depth. That said, it's not the ideal tool for everyone.
Freshservice is the champion of intelligent simplicity. Here's what users say makes the difference:
- a modern, user-friendly interface, even for non-techies ;
- rapid deployment, with no major consulting requirements
- automation that's easy to set up, without coding;
- affordable rates for SMEs and ETIs;
- ergonomic, customisable self-service portal;
- numerous native integrations, without the need for complex connectors.
❌ Despite its qualities, Freshservice is not without its limitations, especially when pushed to its limits in the face of more sophisticated needs:
- less customisable than ServiceNow on a large scale ;
- limited advanced functionality for complex cases (e.g. management of very specific workflows);
- reporting perfectible without the premium version;
- no real integrated HR, security or finance module (unlike ServiceNow);
- customer support sometimes judged to be uneven, according to user feedback.
ServiceNow vs Freshservice: compare features
This is where we get to the heart of ITSM. Both solutions offer an impressive arsenal of features, but not with the same depth or philosophy.
ServiceNow is an extensible ITSM platform, designed to meet complex, cross-functional needs. Freshservice, on the other hand, is positioned as a more straightforward, all-in-one SaaS solution, with a simplified user experience.
| Functionality | ServiceNow | Freshservice |
| Ticket Management | Comprehensive, highly customisable | Quick and intuitive to use |
| Incident Management | With AI engine, incident correlation | Automated, with AI suggestions |
| Change Management | Complex workflows, risk control | Simplified, based on ITIL best practices |
| Asset Management | Advanced (CMDB, lifecycle monitoring, third-party integrations) | Efficient, with integrated visual CMDB |
| Self Service Portal | Fully customisable, multilingual | Easy to configure, modern interface |
| Automation / Workflows | Highly advanced, complex rules engine | Accessible, easy scenario without code |
| Application Builder | Low-code/no-code with App Engine | ❌ Not available (third-party integrations required) |
| IT Operations Management | Yes, complete modules (monitoring, orchestration, etc.) | ❌ No (third-party integrations required) |
| Native integrations | Very numerous, with robust connectors | Rich, but more limited in depth |
| Mobile app | Complete, but dense | Ergonomic and fast |
Focus on ticket management
Ticket management is the foundation of any ITSM tool. This is where it all begins: incidents, service requests, bugs, etc. And this is where the two tools shine... but in different ways.
👉 ServiceNow offers a wealth of functionality, with :
- automation rules
- inter-ticket dependencies
- advanced segmentation
- customised views for each role (agent, manager, support, etc.).
Ideal for large support teams with complex workflows to manage.
Freshservice, for its part, offers an ultra-fluid experience:
- Kanban view,
- dynamic filters
- direct integration with Slack or Microsoft Teams,
- and code-free automation.
For an IT team of 5 to 50 agents, it's frighteningly efficient.
💡 The verdict: Freshservice is easier to use, ServiceNow more powerful to configure.
Focus on incident management
Incident management is the ability to deal quickly and effectively with service interruptions. A good system must enable intelligent prioritisation, notification of the right agents, and transparent monitoring.
👉 ServiceNow goes far, very far. Thanks to its predictive intelligence engine, it can :
- automatically group together related incidents,
- suggest solutions from the knowledge base,
- and integrate with monitoring tools for automatic triggering.
Ideal for environments where downtime is costly.
👉 Freshservice plays the accessible automation card:
- AI to classify tickets,
- proactive alerts,
- reusable templates...
No need for an ITSM architect to set it up.
💡 Verdict: ServiceNow for large teams in 24/7 production, Freshservice for efficient management without overload.
Focus on asset management
Managing an IT estate isn't just about making an inventory. It's about tracking the lifecycle, knowing where assets are, who's using them, and when to replace them.
👉 ServiceNow offers an ultra-complete Asset Management module, with :
- CMDB,
- links with suppliers
- contracts,
- renewals,
- compliance monitoring, etc.
It's a big job, but it requires some configuration.
👉 Freshservice offers a simple, visual CMDB, with :
- automatic detection of assets via agents or network scans,
- QR codes
- and action history.
Enough for most IT teams without going into extreme complexity.
💡 Verdict: Freshservice ticks all the boxes for 80% of requirements; ServiceNow goes further, but at the cost of a more technical implementation.
Focus on self-service
The self-service portal has become a pillar of modern service management. It allows users to find answers on their own, submit tickets and track their progress without directly requesting an agent.
👉 ServiceNow relies on a highly customisable, multilingual portal with :
- access to dynamic service catalogues
- conditional approval rules
- and native integration with the knowledge base.
It's powerful, but often managed by experienced IT admins.
👉 Freshservice, on the other hand, offers a turnkey portal that's easy to customise, with :
- a visual editor
- and connected to the knowledge base at the click of a button.
The UX is particularly well thought out, making the tool very popular with end users.
💡 Verdict: Freshservice wins the point for ease of configuration and use, ServiceNow for advanced customisation on an enterprise scale.
Focus on workflow automation
Automation means saving time, reducing errors and freeing up agents for higher-value tasks. But not all tools offer the same approach.
👉 ServiceNow boasts a powerful automation engine, with :
- nested conditions
- complex business rules
- and multi-department workflows.
It's a true orchestration tool at the scale of the organisation, but one that requires advanced skills or the support of a partner.
Freshservice, on the other hand, offers an accessible automation system. Creating a workflow is child's play thanks to its drag-and-drop interface. Notifications, escalations, assignments, approvals... everything can be automated without writing a line of code.
💡 Verdict: Freshservice is ideal for agile teams, ServiceNow for large accounts with complex cross-functional processes.
ServiceNow vs Freshservice: compare prices
Here are the public prices for each solution, converted into euros for easier reading.
| Plans | ServiceNow | Freshservice |
| Free offer | ❌ Paid plans only | ❌ Playing plans only |
| Entry plan | On quotation | Starter - from €15 / month / agent: For small teams moving from a shared mailbox to a genuine ticket management tool. |
| Intermediate plan | On quotation | Growth - from €49 / month / agent : for IT teams moving from reactive support to structured, optimised service management. |
| Pro Plan | On quotation | Pro - from €84 / month / agent : for growing teams who want to unify service management across the company's various departments. |
| Advanced plan | Price quote | Enterprise - on quotation : For mature IT organisations that are leveraging AI and operational excellence to maximise their enterprise-wide impact. |
ServiceNow vs Freshservice: which interface is more intuitive?
A tool can be ultra-complete... but if your agents spend 3 weeks figuring out how to open a ticket, you're in trouble. The interface and ease of use are therefore crucial, especially when it comes to self-service, automation or workflow management.
So, between ServiceNow and Freshservice, which offers the best user experience? We've done the comparison for you. 👇
| Criteria | ServiceNow | Freshservice |
| User interface | Solid but dense, sometimes complex | Modern, clear, very intuitive |
| Learning curve | High without training (enterprise level) | Fast (can be up and running in a few hours) |
| Interface customisation | Very advanced (via scripts, widgets, themes) | Simple via visual editor, less flexibility |
| Mobile accessibility | Complete but cumbersome application | Lightweight application, well rated on Android & iOS |
| IT agent experience | Advanced, but requires configured roles and views | Ergonomic and ready to use for everyone |
| Self-service portal | Highly customisable, multilingual management | Simple and efficient, ready to deploy |
| Ticket overview | Customisable, complex filtering | Kanban view, dynamic filters, highly visual |
Usability and accessibility analysis
👉 ServiceNow has been designed to adapt to any organisation, and you can feel it in the interface: ultra-configurable, but also more technical. Experienced users will appreciate the power of the dashboards, contextual views, authorisation rules and scripts... but it can take a long time to get up to speed without dedicated training.
Freshservice, for its part, is playing the "zero friction" card to the hilt. Its interface is one of its strong points: clean, airy and well thought out for non-technical users. It's easy to navigate between tickets, assets, workflows and reports, even without a tutorial!
Customisation: flexibility or simplicity?
👉 With ServiceNow, almost everything can be modified. But beware: customising the interface or self-service portal often requires the intervention of a qualified admin, or even code (HTML, JavaScript). Result: more control, but also more technical dependencies.
👉 With Freshservice, everything is designed to be configured in just a few clicks : visual editor, predefined themes, organisation of services and forms. Less freedom, certainly, but much quicker to get to grips with.
ServiceNow vs Freshservice: compare integrations
The better a solution integrates with your IT, HR or application stack, the more it becomes a central pillar of your software architecture. For IT teams and technical decision-makers alike, the richness of the integration catalogue, ease of configuration and automation capabilities make all the difference.
👉 Number of available integrations
- ServiceNow: ⭐⭐⭐⭐☆
Hundreds of integrations via the ServiceNow Store and IntegrationHub. Native connections with Workday, Microsoft 365, Azure AD, SAP, Atlassian, Okta, and other enterprise tools. Very rich, but often targeted at complex IT or business environments. Less focused on "popular SaaS" tools than other platforms. - Freshservice: ⭐⭐⭐⭐☆
Over 600 integrations via the Freshworks Marketplace, with ready-to-use connections to Slack, Microsoft Teams, Google Workspace, Jira, Asana, Trello, Zoom, Salesforce or Zapier. The ecosystem is designed for SMEs, scale-ups and agile teams, with a more 'mainstream' focus than ServiceNow.
👉 Ease of configuration
- ServiceNow: ⭐⭐☆☆☆
Integration can quickly become technical: you often have to go through Flow Designer, scripts, the CMDB, or connectors via IntegrationHub. The potential is immense, but rarely plug & play without technical expertise or external support. - Freshservice: ⭐⭐⭐⭐☆
Integrations are designed to be activated with just a few clicks. Most require no line of code, and the documentation is clear. Perfect for teams without a dedicated developer. Some advanced integrations (e.g. SSO, SCIM) will require a bit of configuration, but nothing insurmountable.
👉 Customisation and automation
- ServiceNow: ⭐⭐⭐⭐⭐
An enterprise-level automation platform. Thanks to its workflow engine, ServiceNow can trigger inter-application actions, conditional validations, multi-level escalations and complex data synchronisation. A must for orchestrating critical processes across an organisation. - Freshservice: ⭐⭐⭐⭐☆
Very good level of automation, especially for such an accessible tool. You can create visual workflows, automate tickets, assignments, alerts, and connect integrations to custom scenarios. The possibilities are less advanced than ServiceNow, but more than sufficient for 90% of ITSM use cases.
💡 Conclusion:
- Freshservice takes the lead on speed of implementation and simplicity of integrations, making it an ideal solution for dynamic or fast-growing IT teams.
- ServiceNow, on the other hand, is a true automation powerhouse: if your organisation manages critical workflows, multiple departments or complex tools that need to be synchronised, this is the dream tool... provided you have the resources to exploit it to the full.
When should you choose ServiceNow or Freshservice?
You don't choose an ITSM tool just because it's popular or comprehensive. You choose it because it meets the exact needs of your organisation. Here are some concrete cases where ServiceNow or Freshservice is the best option.
Typical use cases for ServiceNow
Here are the typical cases where ServiceNow is the best choice:
- you are a large company, with cross-functional IT processes, several subsidiaries or a matrix organisation ;
- you apply ITIL strictly, with a need for traceability, risk management and chain validation;
- you are looking to centralise your IT, HR, finance and security processes on a single, unified platform;
- your IT department has a centre of ITSM expertise, or you have access to a ServiceNow partner for integration;
- you need advanced customisation: roles, multiple portals, complex dashboards, customised business rules, etc;
- your ecosystem is highly structured (ITOM, AIOps, full CMDB) and you need a tool that supports an extended IT architecture.
Typical use cases for Freshservice
Here are the typical cases in which Freshservice is the solution that will optimise the management of your IT assets:
- you are an SME or a scale-up, looking for a structure that is not cumbersome ;
- you need a ready-to-use tool that's easy to learn, even without a dedicated system administrator;
- you're looking to deploy quickly, without the need for an IT project lasting several months;
- you value simple automation, with visual workflows and little configuration;
- you're looking for a seamless experience for your end users and agents (clear interface, mobile application, efficient self-service);
- your budget is limited, and you're looking for a modular, affordable solution with a good features/price ratio.
ServiceNow or Freshservice: two visions of service management, one good choice for you
At first glance, ServiceNow and Freshservice both offer a comprehensive approach to IT service management: ticket management, incident management, asset management, workflow management... you name it. But in reality, their philosophies are very different.
📌 ServiceNow is the ultra-powerful platform for complex organisations, capable of investing time and resources to customise and orchestrate everything on a large scale.
📌 Freshservice is the agile solution, designed for modern IT teams who want to move fast, automate without coding, and offer a fluid experience to their users.
| You should choose... | If you're... |
| Freshservice |
|
| ServiceNow |
|
💡 Take the time to assess your ITSM maturity, the level of automation you want, the internal resources available for implementation, and of course, your budget. A tool is only as good as its use and how it's adapted to your reality.
FAQ - ServiceNow vs Freshservice
Is Freshservice complete enough to replace ServiceNow?
Yes, in many cases. For an SME or a company with standard ITSM requirements (tickets, incidents, assets, changes, automation), Freshservice more than covers the scope. It's even quicker to deploy. On the other hand, for a very complex architecture, with cross-departmental orchestration requirements, ServiceNow is the best choice.
Is ServiceNow really too expensive for a small business?
Often, yes. Implementation and maintenance costs quickly escalate. For a small business without a dedicated technical team, this represents a heavy investment. Freshservice offers plans from €15/month, which are much more affordable.
Do both tools comply with ITIL best practice?
Yes. ServiceNow and Freshservice are both ITIL-certified and enable you to structure your processes in line with best practice: incident management, change, asset, problem, etc. The difference lies more in the depth of the process. The difference lies more in the depth of implementation and customisation possible.
Is it easy to migrate from Freshservice to ServiceNow (or vice versa)?
There are data migration tools (API, CSV export, connectors), but it depends on the volume of data, the structure of your workflows and the CMDB. Switching from Freshservice to ServiceNow is more common when you're scaling up. The reverse is rarer, unless you want to reduce complexity.
Is Freshservice suitable for use outside IT?
Yes, to a certain extent. It can be used to structure internal requests from HR, finance and general services, thanks to its self-service portal and automation features. But to go beyond that, ServiceNow remains more modular and cross-functional with its business applications.
Article translated from French