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Is ServiceNow the right tool for modern SaaS-driven businesses?
While ServiceNow is great for ITSM and ITAM, it’s not always built for today’s fast-moving SaaS environments. Many enterprises now need more flexible, real-time solutions to manage a growing stack of cloud apps, and companies like ServiceNow aren't the only option.
As SaaS adoption increases, organizations are discovering that ServiceNow may fall short in areas like real-time visibility, deep app integrations, and automated workflows tailored for SaaS. That’s why they’re turning to a reliable ServiceNow competition that combines ITSM, ITAM, and SaaS management in one modern, agile solution.
Let’s explore the top 7 ServiceNow alternatives and how they better meet today’s IT and SaaS management needs.
TL;DR
- ServiceNow is a popular cloud-based platform for automating workflows and IT service management. However, it has drawbacks, such as a complex setup and high costs for smaller businesses.
- Organizations often seek alternatives due to budget constraints, scalability issues, and the need for specialized features.
- Top alternatives to ServiceNow include CloudEagle.ai, BMC Helix, Freshdesk, Jira Service Management, SolarWinds Service Desk, Zendesk, and InvGate, each offering unique features for IT management.
- CloudEagle.ai stands out for its comprehensive SaaS management, helping businesses optimize software spending and streamline operations.
- When choosing ServiceNow alternatives, consider your specific needs, budget, and team size, and utilize free trials or demos to test different tools.
1. What is ServiceNow?
ServiceNow is a cloud-based platform that automates workflows and streamlines operations for IT and business teams. It centralizes digital workflows across IT service management (ITSM), HR, security, and customer support, improving visibility and collaboration.
Designed to unify processes on a single platform, ServiceNow boosts team collaboration, reduces redundancies, and enhances productivity. While best known for ITSM, ServiceNow also supports HR, customer service, and operations management.
Key features of ServiceNow:
a. IT Service Management (ITSM): Handles incidents, service requests, and problem management to ensure IT services run smoothly.
b. IT Operations Management (ITOM): Keeps IT infrastructure like servers and applications optimized, ensuring minimal downtime.
c. Automation engine: Allows businesses to automate repetitive tasks, improving efficiency and freeing up resources for strategic projects.
d. Strategic portfolio management (SPM): Helps organizations plan, prioritize, and manage projects to optimize resource allocation.
e. HR Service Delivery: Simplifies processes like onboarding and offboarding, improving the employee experience.
f. Governance, risk, and compliance (GRC): Manages risk, ensures regulatory compliance, and provides a centralized view of policies and controls.
Who typically uses ServiceNow?
• Large enterprises and mid-sized businesses
• IT service management (ITSM) teams
• HR, customer service, and security operations
• Organizations seeking workflow automation and digital transformation
2. Why Do People Look for ServiceNow Alternatives?
ServiceNow is a leader in IT service management, but it doesn’t always meet every organization’s needs. For many, the complexity, cost, and usability spark a search for Service Now competitors.
People are considering ServiceNow alternatives for its:
a. Complex and Time-Consuming Setup: Getting started with ServiceNow takes a lot of time and resources. You usually need a full technical team, and it can be a while before you're actually up and running. This delays results and drives up onboarding costs.
b. Unclear and Costly Licensing Structure: ServiceNow's pricing isn’t very clear. As you use more features, costs can rise quickly and unexpectedly, making budgeting difficult and sometimes leading to surprise expenses.
c. Not Suited for Small to Mid-Sized Teams: ServiceNow is built for big companies. For small to mid-sized teams, it can feel too complex and expensive for what they actually need.
d. Customization Requires Heavy Lifting: If you want to tailor ServiceNow to fit your business, be ready to invest time and skills. Even small changes often require expert developers and long lead times.
e. Steep Learning Curve: ServiceNow isn’t very beginner-friendly. Without proper training, it’s tough to use, which can slow down team productivity and adoption.
f. Functional, But Lacks Flexibility and Delight: While it does its job, ServiceNow can feel clunky and outdated. The interface isn’t very intuitive, and users may not enjoy the experience.
g. Inconsistent Customer Support: Support can be inconsistent. Some users face long wait times or get unhelpful answers, which is especially frustrating when you need quick solutions.
If you’re an IT leader evaluating ServiceNow alternatives, this guide will help you uncover strategies to optimize SaaS operations and avoid common pitfalls.
3. Top 7 ServiceNow Alternatives and Competitors
Below are the main ServiceNow alternatives and competitors:
A. CloudEagle.ai
CloudEagle.ai is a comprehensive SaaS management tool with advanced IT asset management capabilities, ideal for businesses of all sizes. It stands out as a top ServiceNow alternative by offering an all-in-one platform tailored to diverse business needs.
As stated, ServiceNow’s primary targets are large enterprises. However, CloudEagle.ai is suitable for startups, medium-sized companies, and established enterprises. This versatility makes it a great option for ServiceNow alternatives if you're looking for a more flexible and scalable ServiceNow competition.
CloudEagle.ai’s focus is to help you discover, optimize, govern, and renew SaaS in one platform. Workflows help automate complicated, repetitive tasks, and SaaS buying services are available to assist in negotiation.
Since it caters to businesses of all sizes, you won't outgrow the platform as your company expands. The platform has many features that work together to streamline your software management processes and save you time and money.
Key Features
a. Application Discovery
CloudEagle.ai helps with spend and app discovery into your SaaS environment by automatically discovering all software used across your organization. Its powerful discovery engine identifies both centrally purchased tools and those bought directly by teams or employees (shadow IT).
With over 500 integrations, including browser extensions, SSO, HRIS, and finance tools, it provides detailed insights into license usage, spending, and vendor data.
This automated process replaces manual tracking, spreadsheets, and employee surveys, helping you spot redundant apps, reduce compliance risks, and stay audit-ready. It’s a smarter way to manage software, improve governance, and optimize your SaaS stack.
b. Shadow IT Elimination & SaaS Sprawl Management
Shadow IT, where apps are purchased without IT’s approval, can lead to serious SaaS security risks such as data leakage and rising costs.
CloudEagle.ai automatically detects unauthorized or duplicate tools and displays them in a single, centralized dashboard.
You’ll clearly see which apps are being used, who’s using them, and whether they’ve been approved by IT. This helps your team take action early to prevent issues.
By consolidating redundant tools and reducing SaaS sprawl, CloudEagle.ai strengthens security, improves compliance, and helps cut unnecessary spend. IT regains control, and employees benefit from a streamlined and well-supported app environment.
c. Real-Time Asset Monitoring
CloudEagle.ai continuously tracks the status and activity of all your SaaS assets, including license usage, subscription status, contract details, and user engagement. This real-time visibility ensures that your records are always up to date and reflects actual app usage, helping you avoid surprises when it comes to renewals or audits.
This insight helps teams to make informed decisions—like license harvesting, negotiating with vendors based on usage data, or retiring underused tools. It turns reactive license management into a proactive strategy, ensuring every dollar spent on SaaS is optimized and every app in use is justified.
d. License Management
Managing SaaS licenses across multiple departments and vendors can be overwhelming. CloudEagle brings all your license data into one centralized system.
With the tool, you can easily monitor and control software licenses across your organization. This feature helps prevent overspending on unused licenses and ensures compliance with licensing agreements.
CloudEagle.ai's low usage license harvesting workflows help automate identifying and reclaiming underutilized licenses, saving you time and money. Instead of manually tracking usage and deprovisioning users, CloudEagle.ai does the heavy lifting for you.
f. Contract Management
Focusing on contract management can be a nightmare, especially when they’re scattered across emails, shared drives, and PDFs. CloudEagle solves this by offering a centralized, secure repository where all vendor contracts are stored. You can easily search, view, and manage your contracts in one place.
CloudEagle.ai helps you stay on top of all your contracts, whether SaaS or vendor contracts, to ensure you never miss an important deadline.
Its AI contract metadata extraction feature pulls out key terms—like renewal dates, SLAs, pricing, and license counts—so you don’t have to read through lengthy documents manually. This saves hours of administrative work and helps you stay ahead of renewals, compliance, and budgeting.
With easy-to-use filters, you can quickly find the contracts you need during negotiations or audits. CloudEagle.ai transforms contract management from a tedious task into a streamlined, efficient process.
f. Renewal Management
Missing a renewal deadline can mean auto-renewing an overpriced or unused app. CloudEagle.ai prevents this with renewal management and automated renewal tracking, and reminders. You get notified 30, 60, or 90 days in advance of a renewal, complete with usage data and stakeholder assignments.
This lead time allows you to prepare, analyze app performance, and renegotiate contracts confidently. Instead of being reactive, your team can proactively decide whether to renew, cancel, or negotiate, saving money and improving vendor relationships.
g. Spend Management
Understanding your total SaaS spend is essential for effective budget control. CloudEagle.ai simplifies spend optimization by consolidating your software expenses into a single dashboard, organized by department, vendor, and user. This makes it easy to spot overspending, overlapping tools, or budget leaks.
Gain better visibility into your SaaS costs with detailed insights that help you identify savings opportunities without losing productivity. CloudEagle.ai optimizes costs by managing contracts, eliminating unused or duplicate apps, and streamlining license management. The platform also provides timely reminders for upcoming renewals, helping you renegotiate or cancel unnecessary subscriptions on time.
For example, Armory used CloudEagle.ai’s usage data and benchmarking insights to renegotiate contracts with vendors like Salesforce and New Relic, leading to significant savings. The renewal calendar gave Armory 90 days’ advance notice before contract renewals, giving them time to prepare and maximize value from their software spend.
So, with CloudEagle.ai, you'll reduce costs, eliminate redundant subscriptions, and ensure you're getting the best value from your software agreements.
h. Procurement Workflows
SaaS procurement is often slow and fragmented, involving multiple teams and manual steps. CloudEagle automates the entire process from intake requests and stakeholder approvals to legal/security reviews and purchase order (PO) generation. You can use ready-made templates or build an intake to procure workflows that reflect your internal policies.
This end-to-end automation speeds up procurement cycles, reduces manual follow-ups, and ensures compliance at every step. Employees get what they need faster, while procurement gains full control and visibility into every purchase decision.
i. Slack Integration
CloudEagle.ai's Slack integration helps streamline your SaaS management directly within your team's communication hub. You can handle procurement, app access requests, and renewals without leaving Slack.
Users raise requests, stakeholders receive notifications, and approvals happen instantly. You can create private Slack channels for each request or renewal, fostering collaboration and quick decision-making.
Here's Eric Silver, AVP, Head of Procurement at RingCentral shares his success story of how CloudEagle helped them acheive 3x ROI.
Pros
- Plans for startups and enterprises: Unlike ServiceNow, which mainly caters to large organizations, CloudEagle offers plans suitable for businesses of all sizes. This means you can start with CloudEagle as a small company and stick with it as you grow.
- Ease of use: CloudEagle's user-friendly interface simplifies SaaS management. Thanks to its intuitive dashboard, automated workflows, and easy-to-use features, you'll navigate the platform effortlessly. Straightforward learning curve.
- Extensive SaaS application catalog: CloudEagle has a vast SaaS applications catalog. This database makes it easier for you to discover, compare, and manage software options for your business needs.
Pricing
- SaaS management: $2,500/month
- SaaS governance: $2,000/month
- SaaS procurement: $2,500/month
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Want to explore proven strategies for SaaS management that enterprises use to cut costs and streamline IT? Download our SaaS Management Best Practices guide.
B. BMC Helix
BMC Helix offers a suite of IT service management platforms that support cognitive automation and multi-cloud management. This ServiceNow competitor shines since it provides smart, efficient, and cost-effective solutions for businesses of all sizes.
With BMC Helix, you'll experience streamlined IT operations through cognitive automation, which means the system learns and improves over time.
Key Features
- IT Asset management: Keep track of all your IT assets effortlessly.
- IT service management (ITSM): Streamline your IT processes for better efficiency.
- SLA management: Easily monitor and meet your service level agreements.
Pros
- It has a cognitive automation feature to help transform user experience.
- There is centralized management across multi-cloud environments.
- Collaboration tools to help resolve issues quickly.
Cons
- Complex implementation processes that require navigating multiple configurations across the platform.
- Limited direct engagement with the vendor during the sales process, relying heavily on partners.
- Integration with other capabilities like Discovery and Service Modeling is not seamless.
Pricing
Tailored pricing.
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C. Freshdesk
Freshdesk is a user-friendly ServiceNow competitor that offers cloud-based customer support software that streamlines your help desk operations.
This platform empowers you with the tools you need to handle customer queries more efficiently through smart automation.
With Freshdesk, you'll enjoy a simpler interface than ServiceNow while still getting great features.
The mobile app allows you to manage support on the go, and robust security measures keep your data safe.
Key Features
- SLA management: Easily track and meet your service level agreements.
- Onboarding and offboarding: Smoothly manage employee transitions.
- AI chatbots: Automate responses to common queries.
Pros
- User-friendly interface simplifies help desk operations and ticket management.
- Affordable pricing plans make it accessible for small to medium-sized businesses.
- Has a mobile app that ensures support teams can work on the go.
Cons
- Lacks advanced features, and many integrations are third-party with additional costs.
- Support struggles with complex issues, leading to slower resolutions.
- It may not scale for larger organizations due to limited functionality for enterprise needs.
Pricing
- Free - $0
- Growth - $15
- Pro - $49
- Enterprise - $79
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D. Jira Service Management
Jira Service Management is a great option for ServiceNow alternatives as it offers comprehensive features to handle different IT processes. This platform excels in managing incidents, requests, changes, problems, releases, and knowledge all in one place.
With Jira, you'll enjoy better visibility of your IT assets and smoother change processes. Moreover, you can quickly update inventory statuses, making it easier to track assets.
Key Features
- Asset management: Track and manage all your IT assets efficiently.
- Change management: Handle onboarding, offboarding, provisioning, and de-provisioning seamlessly.
- Configuration management: Keep your IT configurations organized and up-to-date.
- SLA metrics management: Monitor and meet your service level agreements quickly.
Pros
- It keeps track of all of your inventory.
- It is easy to update the status of items in inventory.
Cons
- High customizability leads to a complicated and inconsistent user interface.
- Frequent downtime and poorly documented APIs make troubleshooting challenging.
- Costly SSO integration, limiting accessibility for budget-conscious organizations.
Pricing
- Free - $0
- Standard - $17.65
- Premium - $44.27
- Enterprise - Tailored
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E. SolarWinds Service Desk
SolarWinds Service Desk is another cloud-based platform that serves well for ServiceNow alternatives, leveraging AI to enhance IT service management.
This platform helps you resolve issues faster and increase productivity right from the start. It's built on ITIL principles to give you a complete toolkit for managing incidents, problems, releases, and changes.
Key Features
- Risk compliance: Stay on top of regulatory requirements easily.
- IT Asset management: Track and manage all your IT assets efficiently.
- Service level management: Monitor and meet your service commitments.
Pros
- The platform integrates well with existing tools, and will help ease work.
- Tracking asset warranty is simple.
Cons
- Legacy modules receive less development attention, leaving gaps in functionality.
- Buggy at times, has error codes that are often poorly documented.
- Features previously included are now behind a paywall, adding extra costs.
Pricing
Tailored pricing.
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F. Zendesk
Zendesk offers a comprehensive customer service solution that grows with your business, making it a great option for ServiceNow alternatives.
This all-in-one platform provides everything you need to manage customer interactions effectively.
With Zendesk, you'll be able to streamline your customer service operations better. The email integration allows you to manage queries directly from your inbox.
It also has omnichannel support to ensure your customers receive consistent help, whether they reach out via chat, phone, or social media.
Key Features
- Ticketing system: Organize and track customer issues efficiently.
- Self-service knowledge base: It is built to find answers on its own.
- Analytics and dashboards: Gain insights to improve your service quality.
Pros
- Offers omnichannel support for consistent customer interaction.
- Comprehensive reporting and analytics enhance decision-making capabilities.
- Wide range of integrations with external tools for seamless operations.
Cons
- Requires significant time and skill to master full functionality, impacting usability.
- Performance issues when handling large ticket volumes, reducing efficiency.
- Configuring rules and triggers is clunky, creating confusion and manual effort.
Pricing
- Team - $55
- Growth - $89
- Professional - $115
- Enterprise - Tailored
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G. InvGate
InvGate is a modern ServiceNow alternative, tailored for IT support teams of all sizes. This platform’s focus is on streamlining business processes and ensuring compliance with industry standards.
With InvGate, you'll enhance the capabilities of your IT support while ensuring compliance. The platform helps you manage risks, improve operations, and optimize resource usage, boosting your IT department's efficiency.
Key Features
- Asset monitoring: Keep track of all your IT assets effortlessly.
- ITIL: Align your IT services with best practices.
- CMDB: Manage your configuration items effectively.
- SLAs: Meet and exceed service level agreements.
Pros
- Better risk management.
- Improve governance and operations.
- Monitor IT security compliance.
- Optimize license usage: Avoid overspending on software licenses.
Cons
- The initial implementation process is chaotic, requiring time for user adoption.
- Lacks flexibility in workflow customization, which can lead to unintended actions.
- Missing features like internal chat and sound alarms, which are common in other tools.
Pricing
- Starter - $17
- Pro - $40
- Enterprise - Tailored.
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4. How do ServiceNow alternatives compare in terms of cost and features?
ServiceNow competitors offer various pricing models and features to suit different ITSM and SaaS management needs:
- Pricing: Options include free tools (like Freshdesk, Jira Service Management) and higher-priced enterprise solutions (BMC Helix, SolarWinds). Most use per-agent, tiered plans, while some (CloudEagle.ai) provide module-based pricing.
- Implementation: Platforms like Freshdesk and Zendesk are easy to set up; BMC Helix and SolarWinds provide advanced ITSM features but require more setup and expertise.
- ITSM Features: BMC Helix and SolarWinds deliver full ITSM functionality. CloudEagle.ai focuses on SaaS management, automating discovery, license optimization, and contract management with 500+ integrations.
- Trade-offs: Simpler tools like Freshdesk and Zendesk are user-friendly but may lack advanced automation. Feature-rich competitors rival ServiceNow’s depth but come with added complexity.
- Hidden Costs: Extra fees for add-ons (e.g., Jira SSO, Zendesk analytics, integrations) are common, so consider total ownership cost when comparing platforms.
5. How to Choose the Best ServiceNow Alternative
Choosing the right ServiceNow competitor can be daunting, but it becomes easier when you first determine your organization’s needs and priorities.
Here’s how to quickly compare ServiceNow alternatives and find the best fit:
a. Match the Solution to Your Business Size and Growth: Pick a platform that fits your team size and can scale as you grow. If you lack in-house developers, consider no-code or low-code ITSM tools for easier management.
b. Identify Essential Features: Focus on must-have features such as IT asset management, workflow automation, or SaaS tracking. Avoid unnecessary extras that don’t meet your daily needs.
c. Balance Cost and Integration: Compare pricing, but also ensure the solution integrates well with your existing tools like Slack or your CRM. Saving money isn’t worth it if setup or integration is difficult.
d. Prioritize User Experience and Support: Choose a platform that’s intuitive and comes with solid customer support to ensure a smooth transition and fast team adoption.
e. Check Security, Compliance, and Vendor Trust: Ensure the solution meets your security and compliance standards. Opt for vendors with a strong reputation, active user base, and a transparent product roadmap.
5. Wrapping Up: Use the Best ServiceNow Competitor
Every business is different, and the right IT asset management tool can completely change how you manage IT, software, and procurement. The competitors to ServiceNow we’ve covered offer various ways to simplify workflow automations, cut costs, and stay in control.
CloudEagle.ai stands out by offering powerful SaaS management and cost optimization features - all in a simple, easy-to-use platform. It’s built to support both small teams and large enterprises, filling the gaps that other tools often miss.
Try CloudEagle today to make your IT processes smoother and get more value from every software dollar you spend.
6. Frequently Asked Questions
1. Who is the biggest competitor of ServiceNow?
BMC Helix is often considered ServiceNow's biggest competitor, offering intelligent IT service management and automation tools. Other alternatives, such as Freshdesk and Zendesk, also help organizations looking for simplified workflows and IT operations.
2. What is similar to ServiceNow?
Platforms like BMC Helix, Freshdesk, and Jira Service Management share similarities with ServiceNow in areas like ITSM and automation. However, if you’re managing SaaS tools or looking to streamline software spending, options like CloudEagle.ai offer more specialized focus. Want to know which one fits your needs? Read this guide on the best IT asset management software.
3. Which ServiceNow alternative is right for you?
The best ServiceNow alternative depends on your organization's size, goals, and needs. For ITSM, tools like Jira Service Management or BMC Helix suit you. If SaaS management or cost optimization is a priority, explore platforms like CloudEagle.ai, look up your needs, and then make an informed decision.
4. What will replace ServiceNow?
Platforms like Jira, Freshservice, or Zendesk may replace ServiceNow depending on business needs. The right alternative depends on use case, automation needs, integrations, and ITSM capabilities.
5. Can Jira replace ServiceNow?
Jira can replace ServiceNow for teams focused on ITSM, issue tracking, and agile workflows. However, it may lack advanced automation or enterprise-grade service operations found in ServiceNow.
6. Will ServiceNow replace Salesforce?
ServiceNow and Salesforce serve different functions—ServiceNow is for IT operations; Salesforce is for CRM. They may integrate, but one doesn’t replace the other in most enterprise environments.
7. Is ServiceNow built on AWS?
ServiceNow runs on its own cloud infrastructure but offers hosting options through AWS in some regions. It supports hybrid cloud strategies and integrates with AWS services for enterprise scalability.
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