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True ServiceNow competitors—the top 5

With 200+ viable choices in the market, it may seem hard for the IT departments looking to deploy or replace their current IT Service Management (ITSM) solution. But if your requirement for an operational service platform consists of a traditional ITSM, IT Asset Management (ITAM), Configuration Management Database (CMDB), and/or IT discovery functionality, your search for true ServiceNow competitors won’t be long. 

In this blog, we’ll discuss the top 5 ServiceNow competitors that fulfill your organizational requirements. Also, we’ll dive into how Virima’s ServiceNow discovery and service mapping integration turn ServiceNow ITSM into a viable option. But before that let’s look at the issues with ServiceNow ITSM.

Why look for ServiceNow competitors?

Back in the ’80s, when computing power was beginning to rise, no one got fired for buying IBM. The same can now be said of ServiceNow. It offers a robust, enterprise-level, end-to-end solution for a variety of organizational use cases with essential features and functionality. It’s a scalable cloud solution that enables both process workflow automation and a variety of technology integrations.

The price and complexity factor

ServiceNow comes with a hefty price and licensing complexity, especially when you try to automate critical CMDB functions for maximum return on ServiceNow ITSM investment. 

It’s because the ITOM Discovery and Visibility solution needed to automate CMDB functions requires additional licensing and deployment costs apart from the cost associated with ServiceNow ITSM licensing and deployment. All these expenses for appropriate licensing, full implementation, and maintenance make customers question the value received. That’s where customers turn to Virima’s ServiceNow discovery and service mapping integration. 

Making ServiceNow viable: Ending the search for ServiceNow competitors

Many customers may have the budget to cover the cost of ServiceNow ITSM licensing and implementations. However, the additional cost and complexity of ServiceNow’s ITOM discovery and visibility (service mapping) licensing and implementation makes them look to Virima for improved value, lower costs, and reduced complexity to automate critical CMDB functions and maintain it as a gold standard of the data source.  

The role of a CMDB

A CMDB empowers IT teams to use configuration data for processes like Service Request, Incident, Knowledge, and Problem Management while using ServiceNow ITSM. It also helps with audits – compliance, financial, and IT security. Connecting it with change management helps streamline change risk assessment, ensures the CMDB is automatically updated with every change, and prevents failed changes, which often occur when configuration and relationship data is outdated, making it valuable for IT and stakeholders.

Automating the CMDB for ServiceNow ITSM

Despite the benefits, CMDB initiatives often fail. The primary reason is the reliance on too many manual processes to build and maintain them. While ServiceNow’s ITOM Discovery feature offers similar functionality, Virima’s IT discovery solution delivers these capabilities in a much more cost-effective manner. It automates the CMDB for ServiceNow ITSM by streamlining data population and maintenance. It automatically discovers and updates configuration items (CIs), ensuring accurate, up-to-date information, including CI relationships and dependencies without the burden of manual processes. 

Service and application dependency mapping

ServiceNow offers a dependency and service mapping solution, both the cost and complexity to license and deploy it can be quite high. In comparison, Virima’s visual dashboards and Service Maps operationalize the CMDB by providing clear insights into CI relationships, service and application interdependencies, and availability status. In addition, the Virima Visual Impact Display (ViVID™ ) takes these relationship and dependency visualizations to the next level by overlaying NVD vulnerabilities and ServiceNow ITSM data that provides -true operational intelligence to IT teams

Top 5 ServiceNow competitors

1. Ivanti Neurons for ITSM

Ivanti Neurons for ITSM is designed to modernize and streamline IT service delivery. Built on industry standards with certified service management practices, Ivanti Neurons for ITSM offers scalability and adaptability to meet diverse business needs. The platform focuses on automation, improved efficiencies, and actionable insights to deliver world-class IT service management.

Out of the many features that make it a good ServiceNow competitor is the availability of Ivanti-branded Virima’s discovery and service mapping (including the ViVID features). This integration turbocharges Ivanti Neurons for ITSM by providing advanced change impact analysis and root cause analysis to enhance change and incident management. 

Key Features and Benefits of Ivanti Neurons for ITSM

  • Automated Workflows: Ivanti Neurons eliminates manual processes by automating workflows, improving efficiency, compliance, and security.
  • Modern Service Delivery: The platform transforms employee experiences by reducing escalations and accelerating resolutions through modern service delivery practices.
  • No-Code Capabilities: With drag-and-drop design, businesses can easily configure workflows and user interfaces without needing costly developer resources.
  • Scalable and Modular: Its modular approach allows organizations to add capabilities progressively, aligning with their growth and evolving requirements.
  • Simpler Setup and Maintenance: Offers a more straightforward implementation and maintenance process compared to ServiceNow.
  • Deployment Flexibility: Ivanti offers deployment options in the cloud, on-premises, or as a hybrid solution, catering to a wide range of organizational preferences.
  • Change and Incident Management Excellence: Integrates Virima’s advanced service mapping tools and ViVID capabilities for root cause analysis and change impact assessment.

In conclusion, Ivanti Neurons for ITSM stands out among the top ServiceNow competitors for organizations seeking a modern, flexible, and cost-effective ITSM solution.

2. Atlassian’s Jira Service Management 

Atlassian’s Jira Service Management modernizes IT service management (ITSM) by combining ITSM best practices with agile methodologies. Its fast, flexible, and collaborative platform helps organizations manage requests, incidents, and changes efficiently. With an intuitive interface and strong capabilities, Jira Service Management offers an ideal ITSM solution for most business requirements. 

However, what makes Jira Service Management stand out as a strong ServiceNow competitor is twofold. One is its affordability and ease of deployment, especially for cost-conscious organizations. 

The second factor is the availability of Virima’s discovery and service mapping integration with Jira Service Management which adds more velocity to its ITSM capabilities, particularly change and incident management. Features like service mapping provide advanced visibility into service and application dependencies, aiding root cause analysis and proactive impact assessments. Also, the ViVID (Virima Visual Impact Display) feature overlays vulnerability data and Jira Service Management records, enabling better decision-making. 

Key Features and Benefits of Jira Service Management

  • Unified Platform for IT and Operations: Jira Service Management integrates request, incident, and change management, fostering collaboration between IT and operations teams while breaking down departmental silos.
  • Agile and DevOps Integration: Built on the Jira platform, it connects seamlessly with DevOps tools, uniting development and IT operations for continuous improvement and faster responses.
  • Customizable Workflows: Highly adaptable workflows support unique processes and service-level commitments, ensuring alignment with business objectives.
  • Efficient Incident and Request Management: Intuitive queue management, automation, and customizable SLAs enable timely responses and efficient resolutions, boosting satisfaction and minimizing downtime.

Jira Service Management stands out among ServiceNow competitors, delivering modern ITSM capabilities, seamless integrations, and flexible workflows, making it an ideal choice for organizations seeking efficient service delivery without the complexity or cost of traditional solutions.

3. HaloITSM 

HaloITSM is designed as a comprehensive and intuitive IT Service Management (ITSM) solution that empowers organizations to streamline their service delivery in alignment with the ITIL framework. Its single, all-inclusive ITSM solution centralizes features such as incident management, change control, asset management, service catalog, and knowledge management in an effort to improve efficiency, consistency, and productivity in IT service delivery. Similar to the other ServiceNow competitors we’ve discussed so far, Virima’s discovery and service mapping integration is also available for HaloITSM, securing its position among the top ServiceNow competitors.

Key features and benefits of HaloITSM

  • AI-Driven Efficiency: HaloITSM integrates advanced AI functionalities to boost efficiency by automating workflows, and triaging, summarizing, and categorizing incidents or requests. This accelerates issue resolution and enhances the consistency and visibility of IT operations.
  • Integration Capabilities: HaloITSM integration with popular apps, centralizing operations into a single platform, and eliminating the need to juggle multiple software solutions. 
  • Configuration Management (CMDB): Provides tools to track assets, dependencies, and logs against assets to preempt major incidents.
  • Problem and Change Management: Escalates issues seamlessly and controls change management to uphold standardization.
  • Cost-Effectiveness: HaloITSM includes all its advanced features at no extra cost, making it a cost-effective option for organizations seeking AI-driven IT service management without incurring significant expenses.

With its robust feature set, seamless integrations, and cost-effective AI-driven approach, HaloITSM stands out among the top ServiceNow competitors, offering organizations a powerful alternative for IT service management excellence.

4. Freshservice

Freshservice, a flagship product of Freshworks, is a modern ITSM platform designed for small to medium-sized organizations that require a straightforward and cost-effective IT service management solution. Similar to ServiceNow competitors like Ivanti, Jira Service Management, and HaloITSM—which leverage integrations with Virima’s discovery and service mapping capabilities—Freshservice has enhanced the power of its ITSM module through integration with Device42, a tool it recently acquired. This integration strengthens Freshservice’s incident and change management processes.

However, while Device42 improves Freshservice’s capabilities, it falls short compared to the advanced service mapping features and cost-effectiveness offered by Virima for other ServiceNow alternatives we’ve discussed so far. 

Key Features of Freshservice ITSM

  • AI-Powered Efficiency with Freddy AI: Freddy AI enhances efficiency across the board by providing self-service options for customers, enabling faster resolutions for agents, and offering actionable insights for managers.
  • Codeless Drag-and-Drop Automation: Simplifies task automation without requiring technical expertise.
  • Unified IT Operations: Freshservice offers a combined Service Operations Management and IT Asset Management that enhances efficiency and continuity by aligning teams and tools. Its ITAM module also features an auto-updating Configuration Management Database (CMDB).
  • Real-Time Reporting and Analytics: Freshservice offers powerful reporting and analytics capabilities, enabling IT teams to monitor performance metrics such as ticket resolution times and service level agreements (SLAs). This real-time data helps organizations make informed decisions and identify areas for improvement in their service delivery processes

In conclusion, noteworthy features like Freddy AI and codeless automation make Freshservice a good ServiceNow competitor, its reliance on Device42 for service mapping leaves room for improvement as it doesn’t offer comparable features like Viriima’s Visual Impact Display (ViVID). 

5. Xurrent

Xurrent, formerly 4Me, is an enterprise-ready IT service management solution designed to excel in speed, performance, and user satisfaction. With its intuitive workflows and out-of-the-box configurations that reduce complexity, Xurrent offers a streamlined alternative to the extensive customization often required with ServiceNow. 

Moreover, Xurrent’s advanced AI-driven processes, comprehensive Enterprise Service Management (ESM), and Service Integration and Management (SIAM) capabilities provide an integrated approach that makes it a compelling ServiceNow competitor for businesses seeking seamless collaboration across IT and non-IT functions.

Key Features of Xurrent ITSM

  • Superior Speed and Performance: Xurrent boasts a response time of 350ms for 95% of interactions. This feature addresses common industry complaints about slow response times and enhances overall service desk efficiency.
  • User-Friendly Workflows: Designed to be intuitive from day one, Xurrent offers out-of-the-box workflows that streamline day-to-day IT operations, potentially leading to process improvements immediately after deployment.
  • Rapid Deployment: The solution can be operational within 90 days, including simple configurations and advanced reporting capabilities. 
  • Automation and AI Integration: Xurrent integrates AI to intelligently prioritize, route tickets, and automate workflows, significantly reducing manual processes and enhancing service delivery.
  • Customizable Self-Service Portal: Xurrent’s portal is fully customizable, allowing for personalized user experiences and quick, accurate support access, thereby enhancing end-user satisfaction.
  • Mobile Application: Xurrent offers a mobile application to manage requests seamlessly, keeping users updated with push notifications.

In conclusion, Xurrent stands out as a strong ServiceNow competitor with its rapid deployment, intuitive workflows, and advanced AI-driven automation. Its comprehensive ESM and SIAM features make it a compelling choice for businesses seeking an efficient and integrated ITSM solution. Currently, Xurrent offers no native discovery and service mapping capabilities of its own. A full integration with Virima is in the works. 

Choosing among the top ServiceNow competitors: Virima’s advice

Do what our customers have done: keep an open mind, perform some research, and identify two to three solutions to compare with in-house trials. 

It starts with understanding your basic needs as well as what additional capabilities you would like to have. It’s easy to get caught up in a lot of marketing and sales hype, but figure out what’s realistic from an organizational and budget perspective.

Here are some key points to consider:

Do you require more than traditional ITSM functionality?

  • Incident Management
  • Problem Management
  • Change Management
  • Request Fulfillment
  • Knowledge Management
  • Survey Management
  • Service Asset Configuration Management
  • Release Management
  • Self-Service Portal
  • Contract/Vendor Management

Is your environment well documented?

  • Do you know about all your hardware and software assets?
  • Can you build a trustworthy CMDB with what you have?
  • How will it be maintained?
  • Are critical dependencies and relationships fully understood?
  • How will the solution be implemented and supported?
  • Trained and dedicated FTEs
  • Vendor and contract resources
  • Combination of all three?
  • What’s the process and time to implement?
  • Is the solution easy to deploy and flexible enough to meet your existing processes or will you be forced into significant changes?
  • Will the vendor be responsive to your unique needs/challenges?
  • Will it make a positive difference in the way you operate today?

Determining the right solution

Before spending more time searching for a solution, organizations should determine exactly which features are important to them and purchase a solution that’s apt for their needs and pocketbook. 

ServiceNow’s high price tag is the cost of its ability to offer end-to-end enterprise service management capabilities as well as domain separation for managed service providers (MSPs). And many of these features aren’t needed by most organizations.

At the end of the day, the top ServiceNow competitors can offer fantastic tactical support for all asset and service management needs of an average IT organization. However, selecting the best ITSM platform for the combination of service mapping, ITAM, ITSM, and CMDB comes down to who gives you the most value out of your investment. 

As you have already read, Virima’s discovery and service mapping integration already powers top ServiceNow competitors by automatically discovering and mapping your critical IT resources and showing the interconnections that link them to one another, your applications and services, and your users. Virima is here to help. To get started, contact us today to schedule a demo and explore the possibilities!

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