Freshservice or ServiceNow: which ITSM solution really wins in 2025?
When it comes to IT service management, or ITSM, two names stand out: ServiceNow and Freshservice. On the one hand, ServiceNow, the solution designed for large organizations, with its complex workflows and advanced functionalities. On the other, Freshservice, a more accessible tool, simpler to deploy, but devilishly effective for IT teams who want to go fast... and well.
So which one should you choose to manage your incidents, tickets, IT assets or organizational 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 company with a sprawling IT infrastructure.
What is ServiceNow?
ServiceNow overview
ServiceNow is an ITSM platform designed for large companies with complex needs. Designed from the outset as a centralized management system, it goes far beyond simple ticket management. With its tailored workflows, automation and orchestration capabilities, and integrated business applications, ServiceNow enables the entire organization to better manage its operational processes.
🎯 Popular with large organizations 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 enterprise-wide ITSM approach.
ServiceNow's key features
Before diving into the list, one word: ServiceNow is not just about IT. It's a true platform for digitizing business workflows. Here are the most popular functionalities, particularly in ITSM:
- service management, with complete IT service management and customizable workflows;
- incident management, with incident detection, prioritization and resolution via a centralized interface;
- asset management with hardware/software inventory, license tracking and CMDB integration;
- change management with approval process, impact analysis and integrated risk management;
- a customizable self-service portal for end-users with knowledge base;
- the automation engine, which automates repetitive tasks thanks to its integration with AI (predictive intelligence);
- application development, enabling the creation of low-code/no-code business apps via the App Engine.
ServiceNow
Advantages and disadvantages of ServiceNow
As with any complete ITSM solution, ServiceNow shines in terms of its richness... 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 in particular on the following points:
- its advanced customization capabilities (workflows, roles, management rules) ;
- scalability for large, multi-site or multi-BU enterprises
- powerful automation thanks to AI and the rules engine
- an extensive offering beyond IT: HR, legal, security, finance, etc.
- rich integrations with leading business applications (Salesforce, Azure, Slack, etc.)
- its ergonomic, multilingual self-service portal
❌ But beware, ServiceNow is not a plug-and-play tool! Its adoption can prove complex without support. Here are a few limitations raised by users:
- its steep learning curve for non-technical teams ;
- high licensing and integration costs;
- its interface is sometimes considered dense, even austere, compared to more modern tools;
- long implementation times (often several months);
- too much functionality kills functionality: functional overload for smaller IT teams.
What is Freshservice?
Overview 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, startups 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 user-friendly self-service portal. The result: less friction, more autonomy, and greater productivity for agents and end-users alike.
Freshservice key features
Before looking at the list, let's remember that 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 prioritization, SLAs and dynamic views ;
- incident management with tracking, automation and resolution of incidents with 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 automations for easy implementation of 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:
- modern, user-friendly interface, even for non-techies ;
- rapid deployment, with no need for extensive consulting;
- easy-to-implement automation, without coding;
- affordable rates for SMEs and ETIs;
- ergonomic, customizable 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 customizable 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);
- uneven customer support, 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 customizable | 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 customizable, 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 here, both tools shine... but differently.
👉 ServiceNow offers a wealth of functions, with :
- automation rules,
- inter-ticket dependencies,
- advanced segmentation,
- customizable views for each role (agent, manager, support, etc.).
Ideal for large support teams with complex workflows to manage.
👉 Freshservice, on the other hand, offers an ultra-smooth 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.
💡 Verdict: Freshservice gains in ease of use, ServiceNow in configuration power.
Focus on incident management
Incident management is the ability to handle service interruptions quickly and efficiently. A good system needs to prioritize intelligently, notify the right agents, and ensure transparent follow-up.
👉 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 taking stock. 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...
It's heavy stuff, but it requires some configuration.
👉 Freshservice offers a simple, visual CMDB, with :
- automatic asset detection 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 price of a more technical set-up.
Focus on self-service
The self-service portal has become a pillar of modern service management. It enables users to find answers on their own, submit tickets and track their progress without directly requesting an agent.
👉 ServiceNow relies on a highly customizable, multilingual portal, with :
- access to dynamic service catalogs,
- 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, easy to customize with:
- a visual editor,
- and one-click access to the knowledge base.
The UX is particularly meticulous, making the tool highly appreciated by end users.
💡 Verdict: Freshservice wins the point on ease of configuration and use, ServiceNow on advanced enterprise-wide customization.
Focus on workflow automation
Automation saves time, reduces errors and frees 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 organization-wide orchestration tool, 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 better readability.
| Plans | ServiceNow | Freshservice |
| Free offer | ❌ Paying plans only | ❌ Playing plans only |
| Entry plan | On quotation | Starter - from €15 / month / agent: for small teams moving from a shared mailbox to a real ticket management tool. |
| Intermediate plan | On request | Growth - from €49 / month / agent : for IT teams moving from reactive support to structured, optimized service management. |
| Pro Plan | On request | Pro - from €84 / month / agent : for growing teams who want to unify service management across the company's various departments. |
| Advanced plan | On quotation | Enterprise - on quotation : for mature IT organizations leveraging AI and operational excellence to maximize 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, highly intuitive |
| Learning curve | High without training (enterprise level) | Fast (can be up and running in a few hours) |
| Interface customization | Extensive (via scripts, widgets, themes) | Simple via visual editor, less flexibility |
| Mobile accessibility | Complete but cumbersome application | Light app, well rated on Android & iOS |
| IT agent experience | Advanced, but requires configured roles and views | Ergonomic and ready to use for all |
| Self-service portal | Highly customizable, multilingual management | Simple and efficient, ready to deploy |
| Ticket overview | Customizable, complex filtering | Kanban view, dynamic filters, highly visual |
Analysis of ergonomics and accessibility
👉 ServiceNow has been designed to fit any organization, and it shows in the interface: ultra-configurable, but also more technical. Experienced users will appreciate the power of dashboards, contextual views, authorization rules and scripts... but getting up to speed can take a long time without dedicated training.
👉 Freshservice, for its part, plays 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!
Customization: flexibility or simplicity?
👉 With ServiceNow, almost everything can be modified. But beware: customizing the interface or self-service portal often requires the intervention of a qualified admin, or even code (HTML, JavaScript). The 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, organization of services and forms. Less freedom, certainly, but much faster 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 catalog, 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 oriented towards "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" orientation than ServiceNow.
👉 Ease of configuration
- ServiceNow: ⭐⭐☆☆☆
Integration can quickly become technical: you often have to go through Flow Designer, scripts, 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 lines of code, and documentation is clear. Perfect for teams without a dedicated developer. Some advanced integrations (e.g. SSO, SCIM) will require a little configuration, but nothing insurmountable.
👉 Customization and automation
- ServiceNow: ⭐⭐⭐⭐⭐
An enterprise-grade automation platform. Thanks to its workflow engine, ServiceNow can trigger inter-application actions, conditional validations, multi-level escalations and complex data synchronization. A must for orchestrating critical processes on an organization-wide scale. - 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 organization manages critical workflows, multiple departments or complex tools to synchronize, it's the dream tool... provided you have the resources to exploit it to the full.
When to 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 organization. Here are some concrete cases where ServiceNow or Freshservice is the best option.
Typical use cases for ServiceNow
Here are the typical cases in which ServiceNow is the best choice:
- you are a large company, with cross-functional IT processes, several subsidiaries or a matrix organization;
- you apply ITIL strictly, with a need for traceability, risk management and chain validation;
- you're looking to centralize your IT, HR, finance and security processes on a single, unified platform;
- your IT department has ITSM expertise, or you have access to a ServiceNow partner for integration;
- you need advanced customization: roles, multiple portals, complex dashboards, customized business rules ;
- 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 optimize the management of your IT assets:
- you are an SME or a scale-up, looking for structure without weight;
- you need a ready-to-use tool that's easy to learn, even without a dedicated system administrator;
- you want to deploy quickly, without the need for an IT project lasting several months;
- you value simple automation, with visual workflows and little parameterization;
- 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... it's all there. But in reality, their philosophies are very different.
📌 ServiceNow is the ultra-powerful platform for complex organizations, capable of investing time and resources to customize and orchestrate everything on a massive scale.
📌 Freshservice is the agile solution, designed for modern IT teams who want to move fast, automate without coding, and deliver a seamless experience to their users.
| You should choose... | If you're... |
| Freshservice |
|
| ServiceNow |
|
💡 Take the time to assess your ITSM maturity, the desired level of automation, the internal resources available for implementation, and of course, your budget. A tool is only worth its weight in gold if it's well used and 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 needs (tickets, incidents, assets, changes, automation), Freshservice more than covers the scope. It's even quicker to deploy. On the other hand, for a highly complex architecture, with cross-departmental orchestration requirements, ServiceNow is the superior choice.
Is ServiceNow really too expensive for small businesses?
Often, yes. Implementation and maintenance costs quickly escalate. For a small company without a dedicated technical team, this represents a heavy investment. Freshservice offers plans from €15/month, much more affordable.
Do both tools respect ITIL best practices?
Yes, both ServiceNow and Freshservice are ITIL-certified, and both allow you to structure your processes in line with best practice: incident management, change, asset, problem, etc. The difference lies more in the depth of your processes. The difference lies more in the depth of implementation and customization 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 your CMDB. Switching from Freshservice to ServiceNow is more common in a context of scalability. The reverse is more rare, 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 transversal with its business applications.
Article translated from French