ServiceNow IT Service Management vs. Freshservice
A side-by-side comparison based on G2 review data.
| Metric | ServiceNow IT Service Management | Freshservice |
|---|---|---|
| Overall rating | 4.5 | 4.6 |
| Review count | 2,010 | 1,366 |
| Ease of use | 8.8 | 9.3 |
| Ease of setup | 8.4 | 9.0 |
| Quality of support | 8.8 | 9.1 |
| Meets requirements | 9.1 | 9.0 |
| NPS | 65.143464 | 75.644917 |
| Small Business | 6.0% | 18.0% |
| Mid-Market | 21.9% | 60.9% |
| Enterprise | 72.1% | 21.1% |
| Total page views | 8,309 | 3,143 |
| Total LLM citations | 29,556 | 28,238 |
ServiceNow IT Service Management
ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government.
- Ease of Use
- Incident Management
- Efficiency
- Features
- Automation
- Integrations
Freshservice
Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers.
- Ease of Use
- Features
- Automation
- Ticketing System
- Ticket Management
- User Interface