The ITSM platform is one of the critical aspects in determining the effectiveness of IT services, the speed of service delivery, as well as business agility within an organization. Despite the many ITSM solutions available on the market, ServiceNow stays among the leaders due to its versatility and scalability. As many organizations are looking for sophisticated IT Service Management tools, this article is something that helps you compare ServiceNow ITSM to its main competitors, such as Atlassian Jira Service Management (Jira JSM), BMC Helix ITSM, IBM ITSM, and Microsoft.
Quick Overview of ServiceNow ITSM
ServiceNow ITSM is known for its ability to address IT service delivery challenges as well as enhance the overall IT Service Management processes within an organization. Organizations can promptly respond and resolve incidents, problems, and changes that occur with the ServiceNow ITSM platform. The key strengths include highly configurable to suit a business’s exact requirements for its ITSM needs and highly compatible with other enterprise software.
Features Of ServiceNow ITSM
Incident Management: Handles and resolves IT issues with automated workflows.
Change Management: Manages changes with minimal disruption through structured approval processes
Problem Management: Helps organizations identify and resolve the root causes of incidents and reduce service outages
Asset Management: It plays a key role in tracking IT assets and managing their end-to-end lifecycle
Service Catalog: It provides a user-friendly portal for requesting and managing IT services all through a single platform.
What are ServiceNow ITSM's biggest competitors?
The top ServiceNow IT Service Management competitors is listed below.
Atlassian Jira Service Management (JSM) Vs ServiceNow ITSM
Atlassian Jira Service Management (Jira Service Desk) is a well-known and most-used ITSM solutions which poses strong competition to ServiceNow ITSM. ServiceNow ITSM is preferred for its competitive features, which include an intelligent issue tracking system, a smooth navigational experience, and an intuitive UI.
According to Gartner, both Atlassian JSM and ServiceNow ITSM have an overall service rating of 4.3/5 stars. However, the only difference is that ServiceNow ITSM has more adopters than Jira.
Key Features of Atlassian JSM
- Incident Management: Jira’s issue tracking functionality ensures unified incident handling
- Change Management: Ensures automation for robust tracking of changes and status workflows
- Problem Management: From root cause investigation of incidents to resolution, and maintaining problem logging, it automates Jira's issue types and workflows for efficient problem resolution
- Asset Management: It enables seamless integrations and streamlines IT asset management operations
- Service Catalog: Customizable request forms and automation for common requests.
The Comparison: Jira Service Management Vs ServiceNow ITSM.
Let’s look at the benefits of ServiceNow ITSM implementation compared to Jira:
- Integration Capabilities: Compared to Jira, ServiceNow ITSM offers extensive out-of-the-box integrations and works well with enterprise applications, systems, and devices
- Extensive Customization: ServiceNow offers extensive customization options, providing deeper flexibility compared to Jira
- User Interface: While Jira Service Management’s interface is simple, it lacks the comprehensive service catalog and UX features that ServiceNow offers
BMC Helix ITSM Vs ServiceNow ITSM
BMC Remedy IT Service Management (ITSM) is one of the top ServiceNow ITSM alternatives in the industry. According to Garter Peer Insights, BMC is the top most competitor to ServiceNow with an average user rating of 4.2/5, where ServiceNow holds number #1 position with an average rating of 4.3/5.
BMC Helix ITSM is a comprehensive ITSM solution that focuses on AI-driven insights and automation. Without requiring any customization, its out-of-the-box capabilities meet most IT needs of businesses. Driven by intelligent service management functionalities, BMC Helix remedy is helping IT helpdesk teams adopt changes in IT environments, boost productivity, and improve IT service deliveries.
Key Features of BMC Helix Remedy ITSM
- Incident Management: Utilizes AI-driven insights to prioritize incident handling and automate the entire process.
- Change Management: Automatically implements change workflows and reduces impact rate.
- Problem Management: Inbuild intelligent AI-powered predictive features to help IT teams identify and resolve serious problems across multi-cloud IT environment.
- Asset Management: It offers the opportunity to track and monitor IT assets 24/7 throughout their life cycle.
- Service Catalog: BMC Helix has an intuitive service catalog with AI-powered recommendations
The Comparison: BMC Helix Remedy ITSM Vs ServiceNow ITSM
- AI and Automation: In comparison to BMC Helix ITSM, ServiceNow ITSM emphasizes AI-based narrow insights, which benefit organizations that utilize more cutting-edge functionalities.
- Customization: ServiceNow ITSM platform offers more extensive customization and configuration options compared to BMC Helix ITSM platform.
- Implementation and Utilization: ServiceNow’s implementation can be complex but offers huge support to IT teams, whereas BMC Helix’s AI-driven approach may require a complex skill set.
IBM ITSM Platform
IBM IT Service Management is known for its user-friendly interface and strong customization capabilities. It provides flexible ITSM services that can be tailored to the needs of an organization.
According to Gartner, ServiceNow ITSM has got 4.5 stars out of 5 in IT support enablement, IT knowledge management, case management, integration and deployment, and integrated AI. On the other hand, IBM ITSM platform has an overall rating of 4.3 out of 5. Though pricing flexibility is favored to IBM ITSM application, organizations are increasingly adopting it.
Key Features of IBM ITSM Solution
- Incident Management: Automates incident tracking and resolution using specific tools.
- Change Management: Manages changes with customizable workflows.
- Problem Management: It offers comprehensive problem management with built-in reporting and analytics.
- Asset Management: Better manages IT assets, including software and hardware with detailed tracking and lifecycle management.
- Service Catalog: Customizable service catalog with a focus on user experience.
Top Comparisons: IBM ITSM Vs ServiceNow
- Customization: IBM ITSM is a highly flexible and customizable platform, but not as extensive or integrated as ServiceNow.
- User Experience: A favorite aspect of IBM ITSM is its ease of use, however ServiceNow has a more polished UI and features that might prove useful.
- Seamless Integration: ServiceNow provides a broader range of integrations flexibility compared to IBM ITSM.
Microsoft ITSM System
Microsoft helps organizations align their IT services with business objectives implementing ITIL framework modules such as incidents, requests, problems, change management. This is a cloud-based ITSM solution known for its ease of use and affordability. It is the best ITSM solution that caters to IT service delivery needs of small and medium-sized businesses.
Due to efficient IT ticket tracking and flexible layout modernization features, ServiceNow ITSM has overall rating of 4.5/5 stars, whereas Microsoft ITSM has a rating of 4.1/5 stars according to Gartner Peer Insights.
Key Features of Microsoft ITSM System
- Incident Management: Offers intuitive incident management tools to proactively identify, track, and resolve incidents.
- Change Management: Streamlines change management workflows implementing basic change management capabilities.
- Problem Management: Come with a comprehensive set of problem management features that help businesses track problems and secure their IT environment
- Asset Management: Has tracking and reporting features with which it manages the IT assets across internal and cloud environments.
- Service Catalog: This provides a simple service catalog with easy customization facility.
The Comparison: Microsoft ITSM Vs ServiceNow IT Service Management.
- Complexity and Scalability: Microsoft IT ServiceDesk is simpler making it suitable for smaller organizations, while ServiceNow ensures scalability and helps organizations handle more complex IT environments with ease.
- Broad Features: ServiceNow offers more advanced features that meet the IT needs of organizations more effectively than Microsoft ITSM.
- Pricing Flexibility: Microsoft ITSM is more cost-effective, but ServiceNow provides more flexible integrations with the existing applications and systems.
Choosing the right ITSM platform depends on an organization’s specific IT needs, their team size, and network complexity. Driven by its comprehensive features, such as extensive customization, integration, adaptive change and release, AI insights, multi-channel engagement, ease of deployment, ease of integrations consistent support and service, ServiceNow stands out in the market.
Conclusion
ServiceNow is an excellent option to meet the growing needs of IT departments . Despite concern of pricing or concerns of configuration complexity, this article aims to help guide you in comparing the capabilities of ServiceNow ITSM with other alternatives. Atlassian Jira Service Management, BMC Helix ITSM, IBM, and Microsoft each have unique strengths, but ServiceNow is the recommended choice for confident deployment.
V-Soft Consulting, with best practices in ServiceNow provides quality-driven ServiceNow ITSM implementation services that helps you streamline your IT workflows, optimize process efficiencies, and bring you incredible Returns-on-Investments (ROI).
Let us know the challenges that you are facing with your existing IT Service Management. We can address all your pain point with ServiceNow ITSM deployment.
