10 Best Hand-Picked ServiceNow Alternatives for 2025

ServiceNow is a globally recognized IT Service Management (ITSM) platform, helping organizations streamline IT operations, HR service delivery, and customer support through a unified system. Its AI-powered ServiceNow Virtual Agent enhances automation by resolving common IT and HR queries instantly, reducing ticket volumes and improving user experience. Additionally, predictive intelligence in ServiceNow leverages machine learning to recommend solutions and optimize workflows.

Despite its robust capabilities, ServiceNow may not be the perfect fit for every organization. Some businesses prefer more cost-effective, intuitive, or industry-specific ITSM solutions. Others seek platforms with deeper customization or alternative AI-powered automation features.

To help you find the ideal ITSM platform, we’ve curated the top 10 ServiceNow alternatives for 2025, each offering unique strengths in IT operations, service automation, and AI-driven support. Read on to discover the best fit for your organization.

Part 1. Everything You Need to Know About ServiceNow

ServiceNow is a comprehensive cloud-based platform to streamline IT operations and service delivery. It provides a diverse range of tools for ITSM, ITOps, HR management, finance, customer management, security operations, and more.

The key features of ServiceNow include:

• IT Service Management (ITSM): Automates IT services, including incident, problem, and change management.
• IT Operations Management (ITOM): Monitors and manages IT infrastructure for optimal performance.
• Human Resources Service Delivery (HRSD): Enhances HR processes through automated workflows and self-service portals.
• Customer Service Management (CSM): Improves customer support with case management and issue resolution tools.
• Security Operations: Integrates security responses with IT operations to address threats quickly.
• Governance, Risk, and Compliance (GRC): Manages policies, regulations, and compliance requirements.
• Performance Analytics: Provides data visualization and reporting tools for informed decision-making.
• Configuration Management Database (CMDB): Centralizes information on IT assets and their relationships.
• App Engine: Enables custom application development to meet unique business needs.
• Integration Hub: Integrates with various enterprise systems and applications.

Other than the above features, ServiceNow has also introduced AI agents that can learn, make decisions, and take action autonomously. This saves significant time and helps automate workflows that require human intelligence. Simply put, ServiceNow offers a unified platform to create a more efficient and organized IT service environment.

Pricing

ServiceNow offers a flexible pricing model. You need to contact the sales team to get the exact quote as per your requirements. However, it is seen that ServiceNow plans are often expensive for small-to-medium-sized businesses (SMBs).

Who Uses ServiceNow?

According to ServiceNow, over 7,700 global enterprises and 85% of Fortune 500 work with them. Over the years, ServiceNow has grabbed a large user base across various fields.

Some of the top companies using ServiceNow include Accenture, Adidas, NASA, Microsoft, Morgan Stanley, Walmart, and many more.

ServiceNow clients include businesses of all sizes, including small businesses, mid-sized companies, and large enterprises. Most businesses are in the technology, retail, healthcare, and government sectors.

Common Scenarios to Use ServiceNow

ServiceNow is best used to automate and manage IT service processes through an all-in-one system. Below are the most common scenarios where you will find ServiceNow in action:

• Incident Management: Automates the process of identifying and resolving IT incidents
• Change Management: Facilitates the planning, approval, and implementation of changes to IT systems.
• Service Request Management: Streamlines the handling of service requests from employees, such as software installations or hardware repairs, through a self-service portal.
• Problem Management: Identifies the root cause of incidents and implements solutions to prevent recurrence.
• Configuration Management: Manages IT assets and services through a Configuration Management Database (CMDB).
• Service Level Management: Monitors and reports on service performance against agreed Service Level Agreements (SLAs).
• Knowledge Management: Provides a centralized repository of information and solutions to help IT staff resolve issues.
• IT Operations Management: Offers tools for monitoring and managing IT operations, including event management, performance analytics, and cloud management.
• HR and Employee Onboarding: Automates HR processes such as employee onboarding, record keeping, etc.
• Customer Service Management: Enhances customer service by automating workflows and providing real-time insights into customer interactions.

Simply put, ServiceNow is capable of facilitating almost all scenarios related to IT services management.

Part 2. Why Look for ServiceNow Alternatives?

As mentioned before, different companies have different IT service management needs. Although ServiceNow seems a leader, it isn't the best fit for everyone.

Some of the common reasons that urge companies to look for ServiceNow alternatives are as follows:

• Complex Interface: ServiceNow requires a steep learning curve, which requires expertise and resources to fully optimize the tool.
• Not Handy for Small to Mid-Sized Businesses: ServiceNow features are enterprise-focused. They seem less effective and useful for small to mid-sized businesses with fewer operations and tight budgets.
• Cost: ServiceNow has limited public information on pricing, and the amount depends on user volumes and required features. Some claim that the cost can go up to at least $100 per month.
• Customization: ServiceNow offers limited customization for businesses to adjust functions based on their specific IT services needs.
• Close-Source Limitations: For enterprises with highly critical and complex processes, ServiceNow's close-source architecture can pose limitations.
• Scalability Issues: While ServiceNow offers robust scalability, smaller teams or organizations with basic ITSM needs may find its extensive capabilities excessive, which makes the investment outweigh the returns.

All the above factors and similar ones make many companies look for alternatives to ServiceNow for a smoother and more cost-friendly experience.

Part 3. Top 10 ServiceNow Alternatives & Competitors

There are many angles to search for a ServiceNow alternative, which varies based on your specific functional requirements, cost, scalability, and other factors.

Considering the common requirements of businesses looking for ServiceNow alternatives, we have below shortlisted the top 10 choices for 2025:

1. GPTBots.ai: Best Enterprise AI Agent

GPTBots is a highly customizable ServiceNow alternative, offering end-to-end AI solutions tailored to enterprise needs. Designed for seamless integration across customer support, enterprise search, and data analytics, GPTBots.ai enables businesses to deploy AI-powered agents that optimize workflows, improve efficiency, and enhance decision-making.

With expert-backed AI solutions, GPTBots.ai goes beyond standard automation by providing deep business integration support. It features a wide selection of AI models, including DeepSeek, GPT-4o, and other cutting-edge LLMs, ensuring businesses have the best tools to power their AI workflows.

Key Features

• AI Customer Support: Resolve 90% of customer issues autonomously and reduce support costs while improving user satisfaction.
• AI SDR:Streamline sales prospecting, automate repetitive tasks, and enhance lead management with AI-driven insights.
• Enterprise AI Search: Deliver instant, precise answers by integrating AI with internal knowledge bases, databases, and APIs for efficient information retrieval.
• AI Data Insights: Gain actionable business insights with advanced AI analytics, helping enterprises make smarter, data-driven decisions.
• No-Code Builder: Provides a powerful platform that allows enterprises to independently and easily build AI agents.

Pricing

Custom-tailored plans to meet your business needs—offering a more affordable alternative to ServiceNow. Contact their sales team for detailed pricing information.

2. Jira Service Management: AI-Powered Service Management

Jira Service Management is a comprehensive ticketing system and service desk that provides end-to-end support for internal employees, business partners, and customers. It provides an all-in-one AI platform that unifies IT, Dev, and business teams. It dominates for its customizable workflows and detailed tracking of customer queries, incidents, changes, and more.

Key Features

• Incident Management: A centralized system for tracking and resolving incidents.
• Change Management: Assesses and implements changes with minimal risk.
• Asset management: A comprehensive tracking system for both tangible and intangible assets.
• Problem management: A centralized view of problem records.
• Knowledge Management: A centralized knowledge base for information sharing.
• Integration: Integrates with other Atlassian products like Jira Software and Confluence.

Pricing

• Standard: $19.04/month/agent
• Premium: $47.82/month/agent
• Enterprise: Customized plan

3. Freshservice: Enterprise-grade ITSM

Freshservice is another top-notch ServiceNow alternative that offers a cloud-based IT service desk and ITSM platform. It provides a unified platform to automate operations with built-in AI and drag-and-drop automation. It centralizes all communication made with customers across email, text, tickets, etc.

Key Features

• ITSM: Efficient and seamless service management with AI and automation.
• ITOM: Collaborate, consolidate, and resolve promptly with a centralized solution.
• ITAM: Auto-updating CMDB to see real-time SaaS, software, and hardware.
• Omnichannel: Unified communication from text, tickets, email, etc.
• AI Automation: Built-in AI to automate routine queries and enable self-service.
• Integration: Integrate with on-premise and cloud enterprise applications, such as Teams, Slack, Zoom, etc.
• Insights: Detailed insights for managers about operations and service deliveries.

Pricing

No publicly disclosed pricing.

4. BMC Helix: Enterprise-Grade AI Service Management

BMC Helix is considered a replica of ServiceNow due to its enterprise-grade features. As a SaaS platform, it offers AI-powered service management with application and data workflow orchestration. It provides modern case management, omnichannel experiences, intelligent self-service, knowledge management, and more.

Key Features

• ITSM: Efficient incident, problem, and change management processes.
• Service Desk Management: Smooth ticket handling and service requests with intelligent workflows.
• Knowledge Management: AI-powered comprehensive knowledge tool to capture, structure, and share knowledge.
• Operations Management: Advanced event management, service-centric monitoring, and in-depth cause analysis.
• Continuous Optimization: Analytics and intelligence that help align IT resources with business demand.
• Automation Console: Simply patching and quickly remediating vulnerabilities.
• Discovery: Thorough control and visibility over your IT services and assets.

Pricing

• Standard: $50/month/agent
• Advanced: $100/month/agent
• Enterprise: Custom pricing

5. SolarWinds Service Desk: Cloud-based ITSM Platform

SolarWinds Service Desk is an AI-powered and cloud-based ITSM platform. It streamlines IT operations and improves user experiences by providing a unified platform to manage incidents, changes, problems, and releases.

Key Features

• IT Asset Management: Manage and monitor all IT assets effectively.
• Incident Management: AI-backed incident management system for faster resolution.
• Ticket Management: Automated ticket classification, correlation, and routing.
• Change Management: Structured change processes to increase stability and reduce risk.
• Insights: Customizable reports and CSAT scores.
• Risk Compliance: Assist in fulfilling regulatory requirements.
• Enterprise Service Management: Improve experience, efficiency, management, and interactions across all departments.

Pricing

• Essentials: $39/month/technician
• Advanced: $79/month/technician
• Premier: $99/month/technician

6. Rezolve.ai: GenAI-Powered ITSM

Rezolve.ai is a GenAI IT service management (AITSM) tool that combines AI with ITSM features to streamline and automate IT operations and processes. It provides a centralized enterprise search system to give employees knowledge at their fingertips. It integrates with MS Teams and Slack to streamline communication and real-time issue resolution. Besides that, its no-code automation helps create custom workflows to manage processes.

Key Features

• GenAI-powered Service Desk: GenAI bot for employees to resolve queries and access knowledge conveniently.
• Knowledge Management: Learn from corporate knowledge stored on URLs, PDFs, websites, and more to provide up-to-date knowledge to employees.
• Process Automation: Automate processes like employee onboarding, software installation, laptop configuration, resetting passwords, and more.
• Smart Ticketing: Create, update, and track tickets within MS Teams autonomously.
• Incident Management: Structured workflows and automation to streamline incident management.

Pricing

No publicly disclosed pricing.

7. ManageEngine ServiceDesk Plus: Unified Service Management

ManageEngine ServiceDesk Plus is an enterprise and IT service management platform that helps design, automate, and manage IT and business services. It facilitates incident management, asset management, and self-service portals. Its embedded AI capabilities empower the team to embed intelligence into existing ITSM workflows and practices. It also offers an AI assistant called Zia, which acts as a first point of contact for end-users.

Key Features

• Visual Workflows: A visual dashboard to create no-code workflows to automate operations.
• Conversational AI: AI assistant, Zia, automates first responses to end-users and even resolves common issues without generating support tickets.
• 360-degree ITSM: 360-degree view of IT management operations with smooth integration with third-party tools.
• Incident Management: Efficient ticket tracking and resolution.
• Self-Service Portal: Empower users to submit and track tickets.

Pricing

No publicly disclosed pricing.

 

8. Ivanti Neurons for ITSM: Modernized IT and Security Management

Ivanti Neurons is another modern ITSM software. It delivers strategic value by automating workflows and eliminating manual processes where possible. It can facilitate IT helpdesk/support ticket, advanced service management processes, and similar other areas. It also provides complete assets visibility, self-service portals, actionable insights, and more.

Key Features

• Asset Management: Real-time visibility of complete IT assets.
• Proactive Resolutions: Automated detection, diagnosing, and classification of tickets.
• Conversational AI: Virtual AI assistant for automated self-help across the enterprise.
• Actionable Insights: Role-based dashboards to monitor service delivery, commitments, and quality.
• Self-Service: AI-powered chatbots and service portals for engaging self-service.

Pricing

No publicly disclosed pricing.

9. TOPdesk: Easy-to-Use Service Management Platform

TOPdesk is one of the advanced alternatives to ServiceNow to deliver great services consistently. Being a cloud-based tool, TOPdesk serves as a unified platform for all your workflows, assets, and requests. It facilitates incident management, asset management, task management, self-service, and more.

Key Features

• Task Management: Categorize and prioritize incoming tickets and autonomously assign tasks to the right agent.
• Knowledge Management: Collective knowledge base so agents can extract useful insights for quick resolution.
• Self-Service: Self-service portal for end users to read FAQs, log tickets, and check status.
• Asset Management: View, track, and monitor all your valuables.
• Change Management: Request, plan, and implement change workflows through a single planner.

Pricing

No publicly disclosed pricing.

10. SymphonyAI: SaaS ITSM

SymphonyAI is an AI-powered IT service management platform that boosts productivity and user experiences via intelligent automation. It provides a unified service portal, streamlined workflows, and self-service capabilities to deliver efficient service delivery.

Key Features

• Unified Service Portal: Consolidates multiple IT sites into a single portal.
• Omnichannel Service: Digital Agent that helps auto-resolve capabilities with multichannel support and advanced natural language.
• Design Studio: Offers no-code/low-code customization with drag-and-drop controls and action widgets.
• Automate Repetitive Tasks: Smooth automation of service processes.
• Reporting and Analytics: Delivers comprehensive visualizations and performance metrics.

Pricing

No publicly disclosed pricing.

Conclusion

ServiceNow has become a feature-packed platform for IT service management, operations, and workflows. Despite that, there are companies that cannot go along with ServiceNow due to its enterprise-focused features, higher cost, and other factors. Therefore, the above 10 ServiceNow alternatives are what you can consider to meet your organization's specific needs.

Among all, GPTBots.ai seems a must-use platform, as it offers modernized AI agents to automate many business activities and boost business growth. So, get your hands on GPTBots.ai and other alternatives to ServiceNow and drive sustainable growth.

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