ITSM tools effectively assist teams in providing excellent IT services to their customers, improving employee productivity and cooperation, and saving resources. ServiceNow is one of the top ITSM tools for businesses, with many features and capabilities. Everyone, however, has unique wants and preferences. Therefore, while many people enjoy ServiceNow, others are dissatisfied with its performance, user interface, support, budget, etc. The user experience may change from person to person or business to business. As a result, individuals seek ServiceNow alternatives that might better meet their needs, budget, and preferences. If you are one of them, this post on ServiceNow competitors can make you in selecting a better alternative so that you may get the most out of your ITSM tool.
What Exactly Is IT Service Management (ITSM)?
An organization’s activities and processes to build, plan, run, control, and deliver IT services to customers are referred to as information technology service management (ITSM). In other words, ITSM is the process through which a team manages and delivers its IT services from beginning to finish. It prioritizes customer demands and constant improvement to provide exceptional service quality and customer experience. It contrasts with other methods of IT management, such as IT systems and network management. Others focus on improving IT systems, but ITSM focuses on the demands of customers. ITIL (Information Technology Infrastructure Library) is also unique. It’s similar to an ITSM framework in that it specifies the procedures and tools required to deliver teams efficiently delivering IT services. The concept behind ITSM is to provide IT as a service that goes beyond traditional IT support. ITSM is a broader system that describes the processes, technologies, and tools IT teams use to manage their IT services. It even describes the tasks and responsibilities of each department and employee engaged in information technology services.
Why Do Businesses Need ITSM Platforms?
ITSM is beneficial to your whole business. It aims to focus on the customer experience and boost your team’s efficiency by focusing on the design of processes and technologies. That being stated, ITSM platforms are tools or software solutions that include ITSM capabilities. Several ITSM solutions available on the market may help your firm manage its IT services. Here are some of the reasons why an ITSM platform is required.
Enhances The Customer Experience
Because ITSM focuses on meeting customers’ demands, IT teams are always working to improve the delivery of IT services to end users. They attempt to understand end-user pain points and solve issues to make them. This helps your customers feel appreciated while also improving your service delivery. Finally, this contributes to a better customer experience.
Improved IT Efficiency
ITSM tools increase IT productivity by allowing teams to handle every process properly, from service creation and delivery to after-sales. It does it in a variety of ways. An ITSM tool enables IT, teams to make the most use of limited IT resources. It automates workflow processes to keep everyone on the same page while avoiding manual labor. It also simplifies duties, so everyone on the team understands what to do next and how things progress. Using ITSM tools allows you to spot issues in real-time, allowing you to resolve them more quickly. As a result, as your IT service availability and response times improve, you will have access to all resources whenever you need them.
Improves Productivity
Because ITSM tools automate processes and provide clear targets, your staff can deliver more in less time. They can also quickly identify and resolve issues, resulting in higher customer satisfaction. This points to increased production. In addition, they find it easier to understand business demands, identify with the objectives, and seek to improve their performance.
Boosts Collaboration
Because team members can all view processes and seek the same information about the issues they will handle next, the ITSM tool improves collaboration. As a consequence, they can successfully collaborate to solve problems, generate new ideas, and work to improve processes. As a consequence, they can handle more development while maintaining quality.
Reduces Costs
A strong ITSM tool includes excellent reporting and analytics for measuring important KPIs. It may make your strengths and shortcomings, allowing you to improve. It will also emphasize the issues reported, how many are resolved, customer satisfaction ratings, security concerns, etc. As a result, when you address issues early on, you avoid the implications of a security breach or customer aggravation. This helps to reduce the expenses associated with fixing those key issues. In addition, automated processes allow you to save resources previously spent on time-consuming manual chores with more personnel working for longer periods to solve repetitive, petty jobs.
What Exactly Is ServiceNow, And Why Is It So Popular?
ServiceNow is a well-known ITSM platform supplier throughout the world. This platform has been named to the Gartner 2021 Magic Quadrant for ITSM tools for the eighth time. This new ITSM tool enables you to deliver robust IT services that prioritize customer experience and quality. It has capabilities such as efficient incident and issue management, change management, request management, a mobile agent and app, a virtual agent, predictive intelligence, and more. It is also a cloud platform for securing your organization’s IT infrastructure in the future. Despite ServiceNow’s benefits, it may not be appropriate for all organizations due to varying demands and budget limits. If you’re one of them, you’re probably looking for ServiceNow alternatives. Consider your dream fulfilled! Well, here are some of the ServiceNow competitors you might consider.
5+ Best ServiceNow Competitors To Try
ServiceNow Competitors you can try in 2022.
1. ManageEngine ServiceDesk Plus
With ManageEngine ServiceDesk Plus, you can script your ITSM success on-premises or in the cloud. This ServiceNow competitor will restore your IT workers’ ability to relax and focus on giving the finest customer service. ServiceDesk Plus gives you central control and visibility while allowing you to handle a wide range of IT issues. In this manner, you can prevent downtime from affecting your business. As a result, you may be able to make millions of your end-users, IT personnel, and stakeholders happy. You can also manage the whole lifespan of your IT tickets, improve agent productivity, decrease outages, and meet SLAs. Analyze issues, categorize them, and solve them swiftly. The tool will also aid in the reduction of recurrent incidents in IT and streamline operations such as planning, approval, implementation, and automated workflows.
Using this tool, you may ensure that no illegal or unsuccessful modifications are made to your systems. You can find, manage, and track your hardware assets in one spot. As a result, you can facilitate licensing compliance with ServiceDesk Plus, minimize vulnerabilities, and improve asset use. You may also build and publish an IT service catalog with many approval stages and SLAs. Manage and track all configuration objects to trace their dependencies and relationships. To acquire actual insight, use bespoke, prepare reports, and monitor performance using customized and real-time dashboards. Start your free trial for any pack that meets your requirements. Its premium plans start at $8 per month.
2. Freshservice
Modernize your IT service management with Freshservice, a quick, intelligent, time-saving, and user-friendly solution. It may deliver you in increasing ROI, increasing efficiency, and providing exceptional customer experiences. Increase the efficiency of your service delivery with sophisticated automation and no-code procedures. You will have an integrated platform for your ITSM that will improve you save time, and bridge silos. This will improve the visibility of your workflow, save expenses, and increase business agility. In addition, with Freshservice’s no-code platform, you can deploy the solution quickly while receiving migration services and skilled onboarding. Its out-of-the-box features also allow for easier acceptance of the deployed service.
Its AI-powered enterprise platform can improve staff efficiency and unify customer experiences. The drag-and-drop connections make your work easier and save you time. To improve dependability, close the gap between operations and service management. Freshservice allows you to deliver real-time warnings, provide an end-to-end customer experience, and interact with context to avoid various issues. Whether you are a small enterprise or a huge corporation, this ServiceNow alternative may assist you in availing of several benefits. Start your 21-day free trial to take advantage of all of its features. Freshservice is one of the best ServiceNow competitors.
3. BMC Helix ITSM
Get next-generation and industry-leading service management with BMC Helix ITSM to improve ROI on your preferred cloud. It is a powerful people-centric solution that uses new technologies such as machine learning and artificial intelligence. You receive predictive service management by assigning, routing, and auto-classifying incidents. Use its multi-cloud capabilities to facilitate the distribution of releases, modifications, and incidents across cloud providers. The tool interfaces with the most popular agile DevOps tools, such as Jira. On behalf of users, you will get automatic actions and cognitive email analysis. Aside from that, containerization provides deployment and operating savings. You will understand how it works and delivers the greatest service experience for quicker innovation. Proactive, context-aware, and intelligent incident matching may be used to resolve incidents successfully.
You may deliver critical information to support customers and customers right where they need it. You will also receive knowledge article lifecycle management for up-to-date information and efficient curation. The multi-cloud service management capabilities of BMC Helix enable you to provide a unique service experience across numerous cloud environments. You may rapidly transform comprehensive reports into an appealing dashboard. Document all activities and coordinate them for change requests throughout the IT environment, from data centers to workstations. This ITSM system includes release management, asset management, configuration management, digital workplace, service request management, and service level management. Start by taking out BMC Helix for free. BMC Helix ITSM is also one of the best ServiceNow competitors.
4. Jira
Using Jira Service Management, you can enable your IT Operations, business, and development teams to communicate quickly. This system can deliver promptly to modifications and provide speedy employee and customer experiences. Jira Service Management may help you speed up your workflow and meet your unique requirements. Empower everyone, including each team member, so you can efficiently set up a service desk and adapt on a large scale. This will allow you to deliver better service without complications. You can also track the work of every team member throughout the enterprise using a collaborative and open platform. You may also use Jira to connect significant issues and collect data from other development tools. Consequently, employing a comprehensive collection of information will make it easier for your operations and support teams to react to changes, incidents, and requests.
Manage risks, improve customer impact, accelerate development work, easily deploy changes, and minimize toil with a thorough audit record for each change. Jira enhances your workflow by adding capabilities and processes that allow you to work on the same tool. You will also have a single source of truth from which to obtain data and support reports. With the ITSM tool, you may gain greater insight and knowledge of your company’s processes. You may customize the Jira Service Management solution by choosing from over 1000 trustworthy connectors and apps to meet your requirements. Jira provides free membership for three agents. It costs $20 per agent each month to use the service desk and ITSM. A free trial period is also available. Jira is one of the best ServiceNow competitors.
5. Micro Focus
Well, Drive your business digitally with an ITSM tool from Micro Focus that may serve as a ServiceNow alternative. Because business success depends on your team’s ability to change and operate IT simultaneously, Micro Focus provides your team with an easy-to-use but powerful ITSM solution to help them focus on success. Its cutting-edge technologies eliminate complexity while avoiding vulnerabilities and cost overruns. In addition, it comprises the Digital Factory, a delivery architecture for various digital services that provides a fresh way to accelerate digital transformation. As a result, Micro Focus is also one of the best ServiceNow competitors.
IT teams can build experiences, solutions, and new services using repeatable processes and tools. When you build a digital factory, domain knowledge rises, redundant tool sets, and uniform governance rules are eliminated. You may use the OPTIC platform to streamline and integrate your IT operations. It will assist you in transforming IT into a contemporary intelligence center, gaining access to smart tools, and extending industry best practices while retaining cloud agility. By taking benefit of a free trial, you may satisfy your need for digital IT operations with a customized, intuitive, and no-wait service portal.
6. SolarWinds
SolarWinds, which offers a contemporary ITSM solution, may help you remove obstacles to employee support services. Thanks to its unique features and functions, you can manage everything like an expert. Automatically update your technology and asset inventory. You will also get inventory updates to help you prepare for the Microsoft licensing audit and make your work easier. By concentrating on key indicators provided by this tool, you may continually improve operations. Configuration management database software provides a full-screen view of your technology infrastructure. You can see your service desk’s statistics with a clear dashboard.
The employee service portal is a one-stop shop for your employee to submit, search for, and connect with an agent. SolarWinds provides enterprise service desk solutions for the enterprise world. You may view gear’s location, use, and configuration using its hardware inventory management. It supports over 40 languages, and you may customize it based on your location to see fresh trends worldwide. Choose the best plan for your team, with prices beginning at $19/month/technician. Take avail of a 30-day fully functioning free trial. SolarWinds is one of the best ServiceNow competitors.
7. Ivanti Neurons
Modernize your IT service delivery strategy with Ivanti Neurons, which provides total freedom to deploy on-premises, hybrid, or cloud-based. Improved experiences will result in better results and world-class service throughout your enterprise. Well, to make your business more efficient, secure, and compliant, eliminate manual processes and automate activities. Ivanti Neurons can readily expand and adapt to the organizational context to meet unique objectives. Ivanti Neurons have an offering for you whether you require an IT helpdesk/ticket solution or to undertake a sophisticated ITIL service management procedure.
With Ivanti’s cloud-based automation bots, you may get improved support and resolve previously neglected or unreported staff issues. Offer your service desk teams additional power to resolve many incidents on a single call. Gain total insight to improve performance, user experience, and service quality while remaining connected from anywhere. Start your free trial to update the ITSM system and deliver service delivery. You may also request a free demonstration of Ivanti Neurons’ ITSM solutions.
8. SysAid ITSM
With SysAid ITSM, you can give your team and IT department greater control and power. With powerful service desk automation, you can wave goodbye to major issues. It provides remarkable solutions and features for managing assets, meeting unreasonable requests, and managing your service desk without experiencing panic attacks. To remain on top, SysAid ITSM provides you with the correct tool for the right operation. It also has automation to help you focus on the proper actions. Boost your productivity by using more automation and less repetition.
By customizing SysAid, you may get up and running quickly and meet your demands thanks to its simple and rapid implementation. You can also improve employee and agent satisfaction by providing next-level tools and high-level support to solve issues more quickly. ITSM consists of an ITIL package, workflow automation, third-party integrations, advanced customization, service level management, and other features. With SysAid ITSM, you can make service delivery, spend time more wisely, and resolve issues more quickly. Take a free trial of SysAid via your work email to see it in action.
The Bottom Line: ServiceNow Competitors
ITSM tools help organizations manage their IT service delivery while improving staff productivity, customer experience, and cost savings. So, if you’re searching for a ServiceNow alternative, consider any of the ITSM platforms listed above that meet your needs, budget, and preferences.
