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.
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.
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.
The top ServiceNow IT Service Management competitors is listed below.
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.
Let’s look at the benefits of ServiceNow ITSM implementation compared to Jira:
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.
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.
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.
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.
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.