Is ServiceNow meeting all your business needs, or could you do more with a different solution? If you’re here, it’s probably the former and you’re curious about ServiceNow alternatives.

While ServiceNow offers comprehensive IT service management software and customer service workflows, it might not fit every business perfectly. Its broad range of features can sometimes be overwhelming, or perhaps you’re looking for something that better suits your evolving needs.

Whether you’re a growing company needing a more agile platform or a large enterprise looking to streamline your operations, exploring alternatives to ServiceNow could offer you new efficiencies and cost savings and make it easier to provide a more personalized customer service experience. 

Why You Might Need a ServiceNow Alternative

ServiceNow is a popular ITSM solution, and while you can use it for other things, like customer service management, it comes with challenges that lead some businesses to explore ServiceNow alternatives. Here are a few reasons why companies look for other options:

💀 Complexity and implementation challenges: Setting up ServiceNow takes significant time and resources, often requiring external consultants and a skilled IT team. The extensive configuration and integration process can make implementation overwhelming for smaller teams.

💀 High costs: Many businesses turn to ServiceNow competitors due to its high price tag. Customization, maintenance, and scaling costs can quickly add up, making it difficult for smaller organizations to justify the investment.

💀 Customization difficulties: While ServiceNow offers deep customization, it requires technical expertise and a time commitment. Some businesses prefer a simpler, more intuitive solution that doesn’t require extensive configuration.

💀 Performance issues: Many users note that ServiceNow can experience slow load times and performance lags as data volume increases, impacting team productivity. This can be frustrating for teams that rely on fast access to information to meet service-level agreements.

💀 Support and training gaps: Some users find that ServiceNow’s support and training resources don’t fully address their needs. Limited assistance during onboarding and troubleshooting can lead businesses to look for platforms with more responsive customer support.

ServiceNow Features People Like

Before we dig into the ServiceNow competitors and alternatives, it’s important to recognize why some businesses choose ServiceNow. The platform streamlines IT operations and customer service with several standout features:

😎 Comprehensive service management: ServiceNow centralizes incident, problem, change, knowledge, configuration, and asset management into one platform. This reduces the need for multiple tools, helping IT teams prioritize and resolve issues efficiently while minimizing recurring problems.

😎  Automation and workflow optimization: With AI-powered process automation, ServiceNow streamlines service request management, follow-ups, and customer record updates. Predictive analytics help identify potential issues early, allowing teams to address them before they disrupt operations.

😎  Scalability and flexibility: ServiceNow adapts to businesses of all sizes, offering extensive customization options to support evolving processes. Its versatility makes it a fit for various industries, growing alongside an organization’s needs.

😎  User-friendly interface: ServiceNow’s intuitive design makes user adoption easier and minimizes the steep learning curve. Employees can navigate features quickly, enabling teams to get up to speed without delays.

Source: G2

Top 10 Alternatives to ServiceNow

Ready to check out ServiceNow alternatives? Our curated list breaks down ServiceNow competitors, providing an overview, features, pricing, and why they make great alternatives.

1. Nextiva
2. Kustomer
3. Zoho Desk
4. Zendesk
5. Freshdesk
6. Help Scout
7. Jira Service Management
8. BMC Helix
9. Ivanti
10. SysAid

1. Nextiva

Best for: All-in-one communication

Nextiva is a cloud-based communication platform that integrates voice, video, messaging, and customer experience management into one seamless solution. Its AI-powered automation and analytics help businesses streamline customer interactions and improve service and operational efficiency. Unlike ServiceNow, which focuses more on IT service management, Nextiva excels in providing unified communications with a customer-centric approach. 

Pricing

• Digital: $20 per user per month, billed annually
• Core: $30 per user per month, billed annually
• Engage: $40 per user per month, billed annually
• Power Suite: $60 per user per month, billed annually 

Key features

• Utilizes a cloud-based contact center that is easy to deploy and scale as your business grows. 
• Uses AI to route customer queries to the best agent, depending intelligently on their skill set.
• Monitors and records calls for quality assurance and to help agents provide a better experience for their customers.

Why it’s a strong ServiceNow alternative

Source: G2

Nextiva is a strong alternative for businesses prioritizing customer experience over traditional IT service management tools. Its advanced communication tools and automation provide frictionless interactions, making it an excellent choice for service-driven organizations. 

Nextiva’s built-in omnichannel capabilities also make it a top choice for enterprises needing voice, text, and social media interactions to be accessible to authorized team members. 

2. Kustomer

Best for: CRM with a built-in contact center

Kustomer is a customer relationship management (CRM) platform that integrates help desk functionalities with AI-enhanced workflows. Its intuitive dashboard provides a holistic view of customer interactions, streamlining issue resolution across multiple channels. Unlike ServiceNow, which leans heavily on IT service workflows, Kustomer prioritizes relationship-building through contextual data and omnichannel support.

Pricing

• Enterprise: $89 per user per month
• Ultimate: $139 per user per month

Key features

• Agent collaboration tools that streamline communication, allowing the team to collaborate easily.
• Self-service portal that lets customers find and navigate solutions independently.
• Complete overview of the customer through customer data integration. 

Why it’s a strong ServiceNow alternative

Source: SelectHub

Kustomer is ideal for businesses looking for a CRM-focused alternative to ServiceNow. Its emphasis on customer interactions and intelligent automation makes it a great fit for companies prioritizing relationship management over IT workflows.

3. Zoho Desk

Best for: Feature-rich help desk

Zoho Desk offers an affordable yet powerful service desk solution with AI-enhanced automation and multi-channel support. Businesses can easily customize workflows, automate repetitive tasks, and provide excellent customer support. 

Compared to ServiceNow, Zoho Desk is a budget-friendly alternative that still delivers robust service management features. It’s a good choice for businesses balancing cost and functionality.

Pricing

• Express: $7 per month per user, billed annually
• Standard: $14 per month per user, billed annually
• Professional: $23 per month per user, billed annually
• Enterprise: $40 per month per user, billed annually

Key features

• Offers support on phone, email, live chat, and other social media channels.
• Streamlines tracking and resolution of customer issues through a ticketing system.
• Provides customization options to tailor the platform to fit specific workflows.

Why it’s a strong ServiceNow alternative

Source: GetApp

Zoho Desk offers more comprehensive service desk tools than ServiceNow at a much lower price point.

4. Zendesk

Best for: Customer service use cases

Zendesk is a widely used customer experience software and help desk solution that offers scalable tools for businesses of all sizes. It provides automation, AI chatbots, and a marketplace full of integrations with third-party applications. 

In a ServiceNow comparison, Zendesk stands out for its focus on customer experience. If you need a ServiceNow alternative with strong customer support capabilities, Zendesk is worth considering.

Pricing

• Suite Team: $55 per agent per month, billed annually
• Suite Growth: $89 per agent per month, billed annually
• Suite Professional: $115 per agent per month, billed annually

Key features

• Offers live chat to support customers on a website in real time.
• Lets users engage customers on different social media platforms.
• Delivers self-service options and an extensive knowledge base to empower customers.

Why it’s a strong ServiceNow alternative

Source: Software Advice

Zendesk is a more suitable solution for small businesses than ServiceNow, as it scales seamlessly as your business grows.

5. Freshdesk

Best for: User-friendly help desk

Freshdesk’s help desk platform is known for its intuitive interface and smart automation. It simplifies ticket management, enhances cross-functional collaboration, and improves response times. As a ServiceNow alternative, Freshdesk is a cost-effective choice for businesses looking for a modern, easy-to-use service desk solution.

Pricing

• Free
• Growth: $15 per agent per month, billed annually
• Pro: $49 per agent per month, billed annually
• Enterprise: $79 per agent per month, billed annually

Key features

• Comes with omnichannel customer support, letting businesses manage inquiries across multiple channels. 
• Automates manual tasks for agents through workflow automation. 
• Gives valuable insights into customer interactions through reporting dashboards and analytics.

Why it’s a strong ServiceNow alternative

Source: Capterra

Freshdesk is a good option for businesses wanting a straightforward, user-friendly service desk. Its automation and affordability make it a strong competitor for companies looking for a less complex alternative to ServiceNow. 

6. Help Scout

Best for: Shared inbox for streamlined communication

Help Scout provides a streamlined approach to customer service, focusing on shared inbox collaboration for support teams. It enables businesses to manage customer inquiries efficiently while keeping internal teams aligned. Compared to ServiceNow, Help Scout is a more lightweight alternative focused on email-based support and team collaboration.

Pricing

• Standard: $22 per month per user, billed annually
• Plus: $44 per month per user, billed annually
• Pro: $65 per month per user, billed annually

Key features

• Centralizes communication across different channels through a shared inbox.
• Uses conversation history to provide context for each customer interaction.
• Enables agents to collaborate seamlessly to resolve customer issues.

Why it’s a strong ServiceNow alternative

Source: G2

Help Scout is perfect for small to mid-sized businesses prioritizing email-based support and team collaboration. Its simplicity and affordability make it a great alternative for companies that don’t require ServiceNow’s ITSM complexity.

7. Jira Service Management

Best for: IT service management processes

Jira Service Management, from Atlassian, provides a robust platform for IT service management (ITSM). While it can handle customer service inquiries, its ability to streamline IT processes, such as incident, problem, change, and asset management, sets it apart. This focus on ITIL (Information Technology Infrastructure Library) best practices makes it a powerful tool for IT teams to resolve issues efficiently and maintain service level agreements (SLAs).

Pricing

• Free (up to 3 agents)
• Standard: 19.04 per agent per month
• Premium:  47.82 per agent per month
• Enterprise: Contact sales for a quote

Key features

• Incident management enables you to track, prioritize, and resolve incidents with automated workflows and real-time collaboration.
• Problem management helps identify the root causes of recurring incidents and implement preventative measures.
• Change management allows you to plan, track, and implement changes with built-in approval workflows to minimize risk.

Why it’s a strong ServiceNow alternative

Source: Gartner

For businesses prioritizing IT service management and those already invested in the Atlassian tech stack, Jira Service Management would make a great ServiceNow alternative.

8. BMC Helix

Best for: Enterprise service management

BMC Helix provides a suite of solutions designed to streamline operations, automate workflows, and enhance service delivery. In addition to IT, BMC Helix dips into HR, facilities, and other departments, offering a unified platform for enterprise service management.

With its AI and machine learning capabilities, BMC Helix proactively identifies and resolves issues, automates repetitive tasks, and provides valuable insights into service performance.  It’s built for complex environments, offering scalability and flexibility to adapt to evolving business needs.

Pricing

• Contact sales for a custom quote.

Key features

• Multi-cloud support lets you deploy on your preferred cloud platform or take advantage of a hybrid approach.
• AI automation helps streamline workflows and proactively resolve issues using intelligent automation.
• Cognitive service management provides predictive insights and optimizes service delivery through AI and machine learning.

Why it’s a strong ServiceNow alternative

Source: Gartner

BMC Helix is a ServiceNow alternative for large companies looking for a comprehensive solution for enterprise service management. Its advanced features and focus on automation make it ideal for complex environments.

9. Ivanti

Best for: IT and security management

Ivanti unifies IT and security management with its service management platform. Its IT service desk integrates security features like vulnerability management and endpoint security, helping businesses manage IT assets and mitigate risks. The software can help businesses simplify IT operations and provides a range of solutions to automate tasks, manage devices, and secure the IT environment.

Pricing

• Contact sales for a custom quote.

Key features

• Unified endpoint management allows you to manage and secure all devices from a single platform.
• IT asset management helps you track and manage IT assets throughout their entire lifecycle.
• Security operations integrate security into IT service management with advanced vulnerability and threat management capabilities.

Why it’s a strong ServiceNow alternative

Source: Gartner

Ivanti unifies IT and security management, simplifying operations and enhancing security.

10. SysAid

Best for: IT service management for small to medium-sized businesses

SysAid caters specifically to the needs of small and medium-sized businesses (SMBs) who might be looking for a user-friendly and affordable IT service management solution. It provides a platform for managing IT support, automating repetitive tasks, and improving customer service without the complexity and cost of enterprise-grade solutions.

SysAid is easy to implement and use, even for smaller IT teams. It offers a range of features to help SMBs manage incidents, problems, changes, and assets effectively.

Pricing

• Contact sales for a custom quote.

Key features

• Self-service capabilities that empower end-users to find solutions and submit requests independently.
• Automation streamlines workflows and reduces manual effort with automated tasks.
• Remote control provides quick and efficient remote support to end-users.

Why it’s a strong ServiceNow alternative

Source: G2

SysAid is a strong ServiceNow alternative for SMBs who want a user-friendly and cost-effective IT service management solution tailored to their specific needs.

Why Nextiva Is the Best Alternative to ServiceNow

When it comes to an all-in-one, customizable solution that can adapt to your growing business, Nextiva leads the way. Unlike ServiceNow, Nextiva’s contact center platform integrates seamlessly across channels — like voice, live chat, and email — ensuring your teams work smarter, not harder.

With features like AI-powered automation, real-time reporting, and the flexibility to scale with your business, Nextiva delivers exceptional value at a price that doesn’t break the bank. It’s the perfect ServiceNow alternative for businesses looking to elevate their customer experience while simplifying operations. Start your Nextiva journey today with a product tour.