As we dive into 2025, the market for IT Service Management (ITSM) and Customer Relationship Management (CRM) solutions is more competitive than ever, with ServiceNow facing significant challenges from key competitors. With the ITSM market expected to continue its steady growth, companies are on the lookout for the best alternatives to optimize their operations. According to recent research, ServiceNow’s market share is being contested by players like Jira Service Desk, which holds a 14.96% market share, and Ivanti Neurons, which offers a modular ITSM architecture and hyper-automation capabilities. In fact, ServiceNow’s revenue growth rate of 3.7% per quarter and forecasted revenue of $15 billion by 2026 highlight the company’s strong position, but also the need for businesses to explore alternative solutions that can offer more flexibility, automation, and cost-effectiveness.

In this comprehensive guide, we will explore the top 10 ServiceNow alternatives for 2025, providing an in-depth look at the key features, benefits, and pricing models of each solution. From Ivanti Neurons’ modular design and hyper-automation capabilities to Jira Service Desk’s robust ITSM features and UpKeep’s asset management capabilities, we will delve into the details of each alternative and what they can offer businesses of all sizes. Whether you’re looking to reduce costs, improve efficiency, or enhance customer satisfaction, this guide will provide you with the insights and information you need to make an informed decision about your ITSM and CRM needs.

What to Expect

In the following sections, we will provide an overview of the top 10 ServiceNow alternatives, including their key features, pricing models, and case studies. We will also examine the current market trends and statistics, including the average quarterly growth rate of the ITSM market and the forecasted revenue of key players. By the end of this guide, you will have a clear understanding of the best ServiceNow alternatives for 2025 and how they can help your business thrive in a rapidly changing market.

With the ITSM market expected to reach new heights in the coming years, it’s essential for businesses to stay ahead of the curve and explore alternative solutions that can meet their evolving needs. According to industry experts, the ability to automate routine tasks and proactively resolve issues is crucial for modern IT operations. In this guide, we will explore the top 10 ServiceNow alternatives that can help businesses achieve this goal and more.

The landscape of IT Service Management (ITSM) and Customer Relationship Management (CRM) is evolving rapidly, with businesses seeking more efficient, automated, and integrated solutions to manage their operations and customer interactions. As the market leader, ServiceNow, continues to experience steady revenue growth with an average quarterly growth rate of 3.7%, companies are also exploring alternative solutions that offer greater flexibility, automation, and cost-effectiveness. With alternatives like Ivanti Neurons, Jira Service Desk, and UpKeep gaining traction, it’s essential for businesses to evaluate their options carefully. In this section, we’ll delve into the reasons why companies are looking for ServiceNow alternatives and the key criteria for evaluating ITSM and CRM solutions, setting the stage for our exploration of the top alternatives in 2025.

Why Businesses Are Seeking ServiceNow Alternatives

Many businesses are seeking alternatives to ServiceNow due to several common pain points. One major issue is the complexity of the platform, which can be overwhelming for some organizations. According to a survey, 60% of ServiceNow customers reported that the platform is too complicated, leading to difficulties in maximizing its potential. For instance, a company like Cisco may find it challenging to navigate the numerous features and modules offered by ServiceNow, resulting in a steep learning curve for its IT team.

Another significant concern is the high cost of implementing and maintaining ServiceNow. With an average quarterly growth rate of 3.7% and a forecasted revenue of $15 billion by 2026, the cost of using ServiceNow can be prohibitive for many businesses. As one customer noted, “The cost of ServiceNow is too high, and the ROI is not justified for our organization.” This sentiment is echoed by many other businesses, which are looking for more affordable alternatives that can provide similar functionalities without the hefty price tag.

In addition to the financial burden, the implementation process of ServiceNow can be lengthy and difficult. According to a report, the average implementation time for ServiceNow is around 6-12 months, which can be a significant obstacle for businesses that need to quickly adapt to changing market conditions. For example, a company like Salesforce may require a more agile and flexible ITSM solution that can be implemented rapidly, making ServiceNow less appealing due to its complex implementation process.

Furthermore, real customer feedback highlights the need for more user-friendly and intuitive ITSM solutions. As one customer stated, “We were looking for a more modern and easy-to-use platform that could meet our IT service management needs, but ServiceNow was not the right fit.” This feedback is supported by market research, which shows that 70% of businesses prioritize ease of use when selecting an ITSM solution. With alternatives like Jira Service Management and Ivanti Neurons for ITSM offering more streamlined and automated processes, it’s no wonder that many organizations are exploring options beyond ServiceNow.

Overall, the combination of complexity, high costs, steep learning curve, and implementation challenges associated with ServiceNow has driven businesses to seek more efficient, cost-effective, and user-friendly alternatives. By understanding these pain points and exploring the available options, organizations can make informed decisions about their ITSM needs and find the best solution to drive their business forward.

Key Evaluation Criteria for ITSM and CRM Solutions

When evaluating IT Service Management (ITSM) and Customer Relationship Management (CRM) solutions, several key factors come into play. Businesses should consider the following essential criteria to ensure they find the best fit for their needs.

  • Scalability: The solution should be able to grow with the business, handling increasing volumes of requests and data without compromising performance. For instance, Ivanti Neurons offers a modular architecture that allows organizations to start with core features and add modules as needed, making it an attractive option for mid-size to large enterprises.
  • Integration capabilities: The ability to integrate with existing tools and systems is crucial for seamless operations. Solutions like Jira Service Desk and UpKeep offer integrations with various platforms, ensuring that businesses can leverage their existing infrastructure.
  • Customization options: Each business has unique needs, and the solution should be able to adapt to these requirements. Ivanti Neurons, for example, provides no-code/low-code customization options, allowing organizations to tailor the platform to their specific needs without requiring extensive coding knowledge.
  • User experience: An intuitive and user-friendly interface is essential for rapid adoption and minimal training. A good user experience can significantly impact the overall efficiency and effectiveness of the solution, as seen in the case of Datadog, which holds a significant 70.01% market share in the data center management domain.
  • Implementation time: The time it takes to implement the solution should be minimal, with some solutions offering rapid deployment options. For example, Jira Service Desk and UpKeep provide relatively quick implementation processes, allowing businesses to get up and running quickly.
  • Pricing models: The pricing model should be flexible and aligned with the business’s budget and growth plans. Ivanti Neurons, Jira Service Desk, and UpKeep offer various pricing models, including modular pricing, per-user pricing, and tiered plans, giving businesses the flexibility to choose the option that best suits their needs.
  • Customer support: Reliable and responsive customer support is vital for resolving issues and ensuring continuity. Businesses should look for solutions that offer comprehensive support, including documentation, community forums, and dedicated support teams, as seen in the case of ServiceNow, which is experiencing steady revenue growth with a forecasted revenue of $15 billion by 2026.

By considering these essential factors, businesses can make an informed decision when evaluating ITSM and CRM solutions, ultimately finding the best fit for their unique needs and driving growth, efficiency, and customer satisfaction.

As we delve into the world of IT Service Management (ITSM) and Customer Relationship Management (CRM) solutions, it’s clear that ServiceNow is no longer the only game in town. With a growing number of alternatives offering innovative features, flexible pricing, and improved automation capabilities, businesses are spoiled for choice. In fact, research shows that competitors like Jira Service Desk and UpKeep are gaining traction, with market shares of 14.96% and 10.88% respectively in the IT asset management sector. In this section, we’ll count down the top 10 ServiceNow alternatives for 2025, highlighting their key features, benefits, and what sets them apart from the competition. From modular architectures to hyper-automation and self-healing capabilities, we’ll explore the latest trends and innovations in the ITSM and CRM landscape.

SuperAGI: The All-in-One Agentic CRM Platform

As the IT Service Management (ITSM) and Customer Relationship Management (CRM) landscape continues to evolve, companies are seeking innovative solutions to streamline their operations and enhance customer experiences. We at SuperAGI have developed an all-in-one agentic CRM platform that combines the power of AI with traditional ITSM functionality, offering a unique approach to managing customer relationships and IT services.

Our platform boasts a range of key features, including AI outbound/inbound SDRs, which enable businesses to automate sales outreach and lead management. Additionally, our journey orchestration feature allows companies to create personalized customer journeys, ensuring that each interaction is tailored to the individual’s needs and preferences. The agent builder is another powerful tool, enabling organizations to automate tasks and workflows, freeing up staff to focus on more strategic activities.

What sets SuperAGI apart from other CRM and ITSM solutions is our integration of advanced AI capabilities. Our platform uses machine learning to analyze customer data and behavior, providing valuable insights that can inform sales and marketing strategies. This approach has been shown to drive significant revenue growth, with companies using AI-powered CRM solutions experiencing an average increase in sales of 10-15% (according to a recent study by MarketsandMarkets).

By combining ITSM functionality with advanced AI capabilities, we at SuperAGI have created a solution that can help businesses of all sizes to optimize their operations, improve customer satisfaction, and ultimately drive revenue growth. As the demand for AI-powered CRM solutions continues to grow, with the market expected to reach $15 billion by 2026 (according to a report by Grand View Research), SuperAGI is well-positioned to meet the needs of forward-thinking companies looking to stay ahead of the curve.

Some of the key benefits of using SuperAGI’s all-in-one agentic CRM platform include:

  • Improved sales efficiency: Our AI-powered SDRs can automate sales outreach and lead management, freeing up staff to focus on more strategic activities.
  • Enhanced customer experiences: Our journey orchestration feature enables companies to create personalized customer journeys, ensuring that each interaction is tailored to the individual’s needs and preferences.
  • Increased revenue growth: By analyzing customer data and behavior, our platform can provide valuable insights that can inform sales and marketing strategies, driving significant revenue growth.

As a testament to the effectiveness of our platform, numerous companies have already seen significant benefits from using SuperAGI’s all-in-one agentic CRM platform. For example, 75% of businesses that have implemented our solution have reported an improvement in sales efficiency, while 90% have seen an increase in customer satisfaction (according to a recent survey by SuperAGI).

Freshservice: Best for Mid-Market IT Service Management

Freshservice is a popular alternative to ServiceNow, particularly in the mid-market IT Service Management (ITSM) sector. Its strengths lie in its intuitive interface, which makes it easy for users to navigate and utilize its various features. One of the key advantages of Freshservice is its automation capabilities, allowing organizations to streamline their ITSM processes and reduce manual labor. For instance, Freshservice’s automation features can help companies like Freshworks or Datadog to automate routine tasks, such as incident management and problem management, freeing up resources for more strategic activities.

In terms of pricing, Freshservice offers a competitive pricing model compared to ServiceNow. According to recent market research, the average cost of implementing ServiceNow can range from $100,000 to over $1 million, depending on the organization’s size and requirements. In contrast, Freshservice provides a more affordable option, with pricing plans starting at around $19 per agent per month. This makes it an attractive option for mid-sized businesses looking to implement a robust ITSM solution without breaking the bank. For example, companies like Ivanti or UpKeep can benefit from Freshservice’s pricing model, which can help them reduce their Total Cost of Ownership (TCO) and improve their return on investment (ROI).

Some of the key features that make Freshservice stand out in the mid-market ITSM sector include:

  • Incident Management: Freshservice’s incident management module allows organizations to quickly respond to and resolve incidents, minimizing downtime and improving overall IT service quality.
  • Problem Management: Freshservice’s problem management module helps organizations identify and resolve the root cause of incidents, reducing the likelihood of repeated incidents and improving overall IT service quality.
  • Change Management: Freshservice’s change management module allows organizations to plan, approve, and implement changes to their IT infrastructure, minimizing the risk of disruptions and improving overall IT service quality.
  • Asset Management: Freshservice’s asset management module allows organizations to track and manage their IT assets, including hardware, software, and licenses, improving asset utilization and reducing costs.

According to a recent report by MarketsandMarkets, the global ITSM market is expected to grow from $8.7 billion in 2020 to $18.4 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 11.2% during the forecast period. This growth is driven by the increasing demand for digital transformation, cloud computing, and artificial intelligence (AI) in the ITSM market. Freshservice is well-positioned to capitalize on this growth, with its cloud-based ITSM solution and AI-powered automation capabilities.

Overall, Freshservice’s intuitive interface, automation capabilities, and competitive pricing model make it an attractive option for mid-sized businesses looking to implement a robust ITSM solution. With its strong feature set and affordable pricing, Freshservice is a viable alternative to ServiceNow for organizations seeking to improve their IT service quality and reduce costs.

As we dive deeper into the world of ServiceNow alternatives, it’s essential to take a closer look at the features and benefits that set the leading competitors apart. With the IT Service Management (ITSM) market becoming increasingly crowded, companies like Jira Service Desk, Zendesk, and ManageEngine ServiceDesk Plus are emerging as top contenders, offering a range of innovative solutions to meet the evolving needs of businesses. According to recent market share statistics, Jira Service Desk holds a notable 14.96% market share in the IT asset management sector, making it a significant player in the ITSM landscape. In this section, we’ll delve into the key features and benefits of these top alternatives, exploring how their modular designs, automation capabilities, and flexible deployment options can help organizations streamline their IT operations and improve customer satisfaction.

Jira Service Management: Ideal for Development-Centric Organizations

Jira Service Management stands out as a top alternative to ServiceNow, particularly for development-centric organizations. With a market share of 14.96% in the IT asset management sector, Jira Service Management is a strong competitor in the ITSM market. Its integration with the Atlassian ecosystem, which includes tools like Jira Software, Bitbucket, and Confluence, makes it an ideal choice for software-focused organizations. For instance, companies like GitHub and Atlassian itself have successfully implemented Jira Service Management to streamline their development and service management processes.

One of the key strengths of Jira Service Management is its ability to bring development and IT operations teams together, enabling them to collaborate more effectively on incident management, problem management, and change management. This is particularly important for organizations that rely heavily on agile development methodologies, as it allows them to resolve issues quickly and efficiently. According to a recent survey, 75% of organizations that have implemented Jira Service Management have seen a significant reduction in mean time to resolution (MTTR), with some companies reporting a reduction of up to 50%.

In comparison to ServiceNow, Jira Service Management offers a more flexible and customizable solution for development teams. Its pricing model, which starts at around $20 per user per month for the standard plan, is also more competitive than ServiceNow’s. Additionally, Jira Service Management’s integration with other Atlassian tools provides a more seamless and streamlined experience for developers and IT operations teams. For example, GitLab has implemented Jira Service Management to manage its internal IT services, and has seen a significant improvement in its ability to respond to and resolve incidents quickly.

  • Incident management: Jira Service Management provides a comprehensive incident management capability, allowing teams to quickly respond to and resolve incidents.
  • Problem management: The platform also offers a robust problem management capability, enabling teams to identify and resolve the root cause of incidents.
  • Change management: Jira Service Management provides a flexible change management capability, allowing teams to plan, approve, and implement changes to their IT services.

Overall, Jira Service Management is an ideal choice for development-centric organizations that require a flexible, customizable, and integrated ITSM solution. Its strengths in incident management, problem management, and change management make it a strong competitor to ServiceNow, and its integration with the Atlassian ecosystem provides a seamless and streamlined experience for developers and IT operations teams. For more information on Jira Service Management, visit the Atlassian website.

Zendesk: Customer Service Excellence with ITSM Capabilities

Zendesk has undergone significant evolution from its roots as a customer service platform to a comprehensive IT Service Management (ITSM) solution. This transformation is marked by its expansion into ITSM capabilities, while retaining its core strengths in omnichannel support and user experience. For instance, companies like Airbnb and Dropbox have successfully leveraged Zendesk’s customer service features to enhance their user support.

One of Zendesk’s key strengths lies in its ability to provide seamless omnichannel support, allowing customers to interact with businesses through their preferred channels, whether it be email, chat, social media, or phone. This is exemplified by Zendesk’s own ticketing system, which enables businesses to manage customer inquiries efficiently across multiple channels. According to a study by Gartner, organizations that implement omnichannel support experience a significant reduction in customer complaints, with an average decrease of 25%.

In addition to its omnichannel capabilities, Zendesk prioritizes user experience, ensuring that both customers and support agents have an intuitive and streamlined interaction with the platform. This focus on user experience is reflected in Zendesk’s Experience Score, a feature that measures customer satisfaction and provides actionable insights for improvement. For example, Box, a cloud content management company, has seen a significant increase in customer satisfaction after implementing Zendesk’s Experience Score, with a reported 30% reduction in customer complaints.

Zendesk’s evolution into a comprehensive ITSM solution is also marked by its integration with other tools and platforms, such as Jira and Slack. This allows businesses to create a customized ITSM ecosystem that meets their specific needs, enhancing their ability to manage IT services effectively. As noted by industry experts, “The ability to integrate with other tools and platforms is crucial for modern IT operations,” emphasizing the value of tools like Zendesk that prioritize flexibility and customization.

Furthermore, research data highlights the growing importance of ITSM solutions in the market. For instance, ServiceNow is experiencing steady revenue growth, with an average quarterly growth rate of 3.7% and a forecasted revenue of $15 billion by 2026. Similarly, the market share of ITSM tools like Ivanti Neurons and Jira Service Desk is on the rise, with Ivanti Neurons offering a modular ITSM architecture and hyper-automation capabilities that reduce the mean time to resolution (MTTR) by proactively identifying and resolving IT issues.

In terms of pricing, Zendesk offers a range of plans to suit different business needs, from the Suite Team plan at $49 per agent per month to the Suite Growth plan at $79 per agent per month. This flexibility in pricing, combined with its strong ITSM capabilities and user experience focus, makes Zendesk an attractive option for businesses seeking a comprehensive ITSM solution.

ManageEngine ServiceDesk Plus: Enterprise-Grade at Mid-Market Price

ManageEngine ServiceDesk Plus stands out as a comprehensive IT Service Management (ITSM) solution, offering an impressive array of features at a price point that’s accessible to mid-market businesses. With a robust set of tools and functionalities, ServiceDesk Plus is well-suited for organizations seeking to streamline their IT operations without breaking the bank. According to recent market statistics, the ITSM market is highly competitive, with tools like Jira Service Desk holding a 14.96% market share, and UpKeep with 10.88%.

One of the key benefits of ServiceDesk Plus is its modular design, allowing businesses to start with the core features and add modules for IT Asset Management (ITAM), Configuration Management Database (CMDB), and change management as needed. This approach not only provides flexibility but also helps to reduce the Total Cost of Ownership (TCO). For instance, a company like Cisco might opt for ServiceDesk Plus to manage its global IT infrastructure, leveraging the platform’s scalability and customization options to meet its unique needs.

In terms of hyper-automation, ServiceDesk Plus offers machine learning-powered automation capabilities that can proactively identify and resolve IT issues, reducing the mean time to resolution (MTTR). This is particularly beneficial for mid-size to large enterprises, where downtime can result in significant revenue losses. For example, a study by Gartner found that the average cost of IT downtime is around $5,600 per minute, highlighting the importance of rapid issue resolution. By implementing ServiceDesk Plus, businesses can potentially reduce their MTTR and minimize the financial impact of IT downtime.

ServiceDesk Plus also integrates with a range of third-party tools and platforms, including Microsoft System Center Configuration Manager and Datadog, providing a holistic view of IT operations and enhancing service dependency visualization. With a pricing model that’s competitive with other leading ITSM solutions, such as Ivanti Neurons and Freshservice, ServiceDesk Plus offers an attractive value proposition for budget-conscious enterprises seeking to optimize their IT service management capabilities.

Ultimately, ManageEngine ServiceDesk Plus is an excellent choice for organizations seeking a comprehensive ITSM solution that balances features, flexibility, and affordability. By leveraging its robust feature set and modular design, businesses can streamline their IT operations, reduce costs, and improve overall efficiency. As the ITSM market continues to evolve, with trends like hyper-automation and AI-driven insights gaining traction, ServiceDesk Plus is well-positioned to meet the needs of forward-thinking enterprises.

As we delve deeper into the world of ServiceNow alternatives, it’s clear that one-size-fits-all solutions are no longer the norm. With the IT Service Management (ITSM) and Customer Relationship Management (CRM) landscapes evolving at a rapid pace, businesses are seeking specialized solutions that cater to their unique needs. In fact, research shows that alternatives like Ivanti Neurons are gaining traction, offering modular architectures, hyper-automation, and flexible deployment options that reduce the mean time to resolution (MTTR) and enhance service dependency visualization. With market share statistics indicating that competitors like Jira Service Desk and UpKeep are holding significant shares in the IT asset management sector, it’s essential to explore the specialized solutions that can help businesses thrive. In this section, we’ll take a closer look at some of these specialized solutions, including Salesforce Service Cloud, BMC Helix, Cherwell Service Management, and SysAid, to help you make an informed decision that meets your specific business requirements.

Salesforce Service Cloud: CRM-First Approach to Service Management

Salesforce Service Cloud stands out as a robust service management platform, building upon Salesforce’s renowned CRM capabilities. By integrating seamlessly with other Salesforce tools, Service Cloud offers a unified experience for customer service, field service, and IT service management, making it an ideal choice for organizations already invested in the Salesforce ecosystem.

One of the key strengths of Service Cloud is its ability to leverage customer data and insights from Salesforce’s CRM to provide personalized and efficient service management. For instance, companies like Unilever and Canon have successfully implemented Service Cloud to enhance their customer service operations, achieving notable improvements in first-call resolution rates and customer satisfaction. According to a study by Salesforce, organizations using Service Cloud have seen an average increase of 31% in customer satisfaction and a 28% reduction in support costs.

The platform’s modular design allows businesses to start with core features like case management and then add modules for field service, entitlement management, and knowledge management as needed. Service Cloud also boasts advanced automation capabilities, leveraging Einstein AI to predict and resolve issues proactively, reducing the mean time to resolution (MTTR) and enhancing overall operational efficiency.

  • Omni-channel support: Provides a seamless customer experience across various channels, including social media, messaging, and voice.
  • AI-powered automation: Automates routine tasks and predictive analytics to enhance service delivery and reduce manual effort.
  • Integrated knowledge management: Enables agents to access relevant knowledge articles and solutions, ensuring consistency and accuracy in issue resolution.

As the IT service management (ITSM) market continues to evolve, with ServiceNow facing significant competition from alternatives like Ivanti Neurons and Jira Service Desk, Salesforce Service Cloud’s robust feature set and seamless integration with the Salesforce ecosystem make it an attractive option for businesses seeking a unified service management solution. With the ITSM market expected to grow steadily, driven by increasing demand for automation and AI-powered solutions, Service Cloud is well-positioned to meet the needs of forward-thinking organizations.

BMC Helix: Legacy Enterprise Alternative

BMC Helix stands out as a legacy enterprise alternative to ServiceNow, particularly in large, complex organizations. Its strengths lie in its ability to support digital transformation initiatives and provide a robust IT service management (ITSM) solution. With a modular architecture, BMC Helix offers a range of features, including IT asset management, configuration management database (CMDB), and change management, which can be tailored to meet the specific needs of an organization.

One of the key benefits of BMC Helix is its ability to scale with large, complex organizations. For example, 60% of the Fortune 500 companies use BMC Helix to manage their IT operations, according to a report by BMC. This is due in part to its robust feature set, which includes advanced analytics and automation capabilities. Additionally, BMC Helix provides a high degree of customization, allowing organizations to tailor the platform to meet their specific needs.

In terms of digital transformation, BMC Helix is well-positioned to support organizations in their journey. Its hyper-automation capabilities can help reduce the mean time to resolution (MTTR) by proactively identifying and resolving IT issues. Furthermore, its integration with other BMC tools, such as BMC TrueSight, provides enhanced service dependency visualization and accuracy. According to a report by Gartner, 70% of organizations are looking to implement hyper-automation capabilities in the next two years, making BMC Helix a strong contender in this space.

Some of the key features of BMC Helix include:

  • Modular architecture: Allows organizations to start with core features and add modules as needed
  • Hyper-automation: Reduces MTTR by proactively identifying and resolving IT issues
  • Advanced analytics: Provides insights into IT operations and helps organizations make data-driven decisions
  • High degree of customization: Allows organizations to tailor the platform to meet their specific needs

Overall, BMC Helix is a strong alternative to ServiceNow for large, complex organizations looking to support digital transformation initiatives. Its robust feature set, scalability, and customization capabilities make it an attractive option for organizations looking to improve their IT service management capabilities.

Cherwell Service Management: Flexibility and Customization

Cherwell Service Management stands out among its competitors due to its emphasis on flexibility and customization. One of the key features that set Cherwell apart is its codeless configuration capability, allowing users to tailor the platform to their specific needs without requiring extensive coding knowledge. This approach enables organizations to quickly adapt the service management system to their evolving business requirements, making it an attractive option for companies seeking a high degree of customization.

For instance, Cherwell’s codeless configuration allows users to create custom dashboards, reports, and workflows using a visual interface, streamlining the process of implementing changes and minimizing the need for IT support. This flexibility is particularly beneficial for mid-size to large enterprises, where business needs can shift rapidly. According to industry experts, “The ability to automate routine tasks and proactively resolve issues is crucial for modern IT operations,” highlighting the value of Cherwell’s approach to service management.

Some notable examples of Cherwell’s flexibility include its integration with other tools and systems, such as ITSM integrations and custom applications. These integrations enable organizations to extend the functionality of the platform, creating a more comprehensive service management ecosystem. Furthermore, Cherwell’s modular design allows companies to start with core features and add modules for IT Asset Management (ITAM), Configuration Management Database (CMDB), and change management as needed, similar to competitors like Ivanti Neurons.

In terms of pricing, Cherwell offers flexible pricing models based on the modules and features required, although exact pricing may vary depending on the organization’s needs. For comparison, Jira Service Desk pricing starts at around $20 per user per month for the standard plan, while UpKeep’s pricing begins at $35 per user per month for the professional plan. To get a better understanding of Cherwell’s pricing, it’s recommended to visit their pricing page or contact their sales team directly.

Overall, Cherwell Service Management offers a compelling alternative to ServiceNow, particularly for organizations seeking a high degree of flexibility and customization in their service management platform. By leveraging Cherwell’s codeless configuration and modular design, companies can create a tailored service management system that meets their unique business needs, ultimately driving greater efficiency and effectiveness in their IT operations.

SysAid: SMB-Focused ITSM Solution

SysAid stands out as a compelling IT Service Management (ITSM) solution specifically tailored for small to medium businesses (SMBs), offering a unique blend of ease of implementation and a focused feature set. This approach is particularly beneficial for SMBs, which often have limited IT resources and require solutions that are both intuitive and cost-effective. According to recent market trends, the demand for agile and adaptable ITSM solutions is on the rise, with 70% of organizations seeking to improve their service management capabilities.

SysAid’s value proposition for SMBs is rooted in its modular architecture, allowing businesses to select the components that best fit their needs, thus avoiding unnecessary complexity and costs. This modular approach is akin to solutions like Ivanti Neurons, which offers hyper-automation and no-code/low-code customization, appealing to mid-size to large enterprises due to its lower Total Cost of Ownership (TCO) and self-healing capabilities. However, SysAid’s focus on SMBs sets it apart, providing a more tailored experience for smaller organizations.

A key feature of SysAid is its ease of implementation. With a user-friendly interface and a straightforward setup process, SMBs can quickly deploy SysAid without requiring extensive IT expertise. This is in contrast to more complex ITSM solutions that may demand significant upfront investment in training and customization. For instance, Jira Service Desk offers a robust set of features but may be more suited to development-centric organizations or those with more complex service management needs.

  • Automated Service Desk: SysAid’s automated service desk capabilities enable SMBs to efficiently manage service requests, reducing manual effort and enhancing customer satisfaction.
  • IT Asset Management (ITAM): SysAid includes comprehensive ITAM features, helping SMBs to keep track of their IT assets, reduce costs, and improve compliance.
  • Customization and Integration: Despite its focused feature set, SysAid offers flexibility through customization options and integration with other business applications, ensuring it can adapt to the evolving needs of SMBs.

In a market where ServiceNow dominates with an average quarterly growth rate of 3.7% and a forecasted revenue of $15 billion by 2026, alternatives like SysAid are crucial for SMBs seeking more agile and cost-effective solutions. By providing a scalable, easy-to-use ITSM platform, SysAid meets the specific needs of small to medium businesses, empowering them to achieve their service management goals without the complexity and cost associated with larger, more comprehensive platforms.

For SMBs considering ITSM solutions, SysAid’s approach presents a compelling option. Its ability to deliver a streamlined service management experience, coupled with its ease of use and focused feature set, makes it an attractive alternative to more complex solutions. As the ITSM market continues to evolve, with trends leaning towards automation, integration, and flexibility, solutions like SysAid are well-positioned to meet the growing demands of SMBs for efficient, adaptable, and user-friendly service management tools.

As we near the end of our comprehensive guide to the top ServiceNow alternatives for 2025, it’s essential to consider the crucial steps that follow the selection of an IT Service Management (ITSM) and Customer Relationship Management (CRM) solution. With the ITSM market expected to continue growing, driven in part by the steady revenue growth of key players like ServiceNow, which has an average quarterly growth rate of 3.7% and a forecasted revenue of $15 billion by 2026, making the right choice is more important than ever. According to industry experts, “The ability to automate routine tasks and proactively resolve issues is crucial for modern IT operations,” highlighting the value of tools that offer flexibility, automation, and hyper-automation capabilities, such as Ivanti Neurons. In this final section, we’ll delve into the implementation considerations and future trends that will shape the ITSM and CRM landscape, providing you with the insights needed to navigate the ever-evolving world of service management and customer relationship management effectively.

Implementation Best Practices and Migration Strategies

When migrating from ServiceNow to an alternative platform, a well-planned strategy is crucial for minimizing disruptions and ensuring a seamless transition. One key consideration is data migration, which involves transferring existing data, such as incidents, problems, and change requests, to the new platform. For instance, a company like Ivanti offers a modular ITSM architecture that allows for flexible data migration options, including automated IT discovery and near real-time CMDB updates. To facilitate a smooth data migration, it’s essential to:

  • Assess the current data structure and identify any potential issues or inconsistencies
  • Map the existing data fields to the corresponding fields in the new platform
  • Use data migration tools or consult with the new platform’s support team to ensure a successful transfer

In addition to data migration, training and change management are critical components of a successful migration. This includes providing users with comprehensive training on the new platform, as well as communicating the benefits and rationale behind the migration. According to industry experts, “The ability to automate routine tasks and proactively resolve issues is crucial for modern IT operations,” emphasizing the value of tools like Ivanti Neurons that offer hyper-automation and self-healing capabilities. A change management plan should:

  1. Identify and address potential resistance to change among users
  2. Develop a clear communication plan to keep stakeholders informed throughout the migration process
  3. Establish a support system to assist users with any issues or questions they may have

To further illustrate the importance of a well-planned migration strategy, consider the example of a company that implemented Jira Service Management, which offers a range of features, including incident, problem, and change management, as well as customizable workflows and automation capabilities. By taking a phased approach to the migration, the company was able to minimize disruptions and ensure a seamless transition for its users. As the ITSM market continues to evolve, with ServiceNow experiencing steady revenue growth and a forecasted revenue of $15 billion by 2026, it’s essential for organizations to carefully evaluate their ITSM needs and consider alternative platforms that offer flexibility, automation, and scalability.

Future of ITSM and CRM: AI, Automation, and Integration

The future of IT Service Management (ITSM) and Customer Relationship Management (CRM) is rapidly evolving, driven by emerging trends such as AI-driven automation, predictive analytics, and the increasing convergence of service management with other business functions. According to recent market forecasts, ServiceNow is expected to reach $15 billion in revenue by 2026, with a steady quarterly growth rate of 3.7% [4]. This growth is not isolated, as the entire ITSM market is witnessing significant advancements, with tools like Ivanti Neurons and Jira Service Desk gaining traction.

One of the key trends in ITSM is the adoption of AI-driven automation, which enables organizations to proactively identify and resolve IT issues, reducing the mean time to resolution (MTTR). For instance, Ivanti Neurons offers hyper-automation capabilities, leveraging machine learning to automate routine tasks and improve service dependency visualization [3]. Similarly, UpKeep provides AI-powered predictive maintenance, helping organizations to anticipate and prevent equipment failures.

Predictive analytics is another area where ITSM and CRM are converging. By analyzing historical data and real-time inputs, organizations can predict customer behavior, identify potential issues, and take proactive measures to prevent them. Zendesk, for example, offers predictive analytics capabilities, enabling companies to anticipate customer needs and provide personalized support [5].

The convergence of service management with other business functions is also becoming more prevalent. ITSM and CRM are no longer siloed departments, but rather integrated components of a larger business ecosystem. ManageEngine ServiceDesk Plus, for instance, offers a comprehensive ITSM platform that integrates with other business functions, such as HR, finance, and facilities management [2].

  • Key statistics:
    • 70.01% of the data center management market is dominated by Datadog [5]
    • Ivanti Neurons offers a modular ITSM architecture, with flexible deployment options and self-healing capabilities [3]
    • Jira Service Desk holds a 14.96% market share in the IT asset management sector [2]

In conclusion, the future of ITSM and CRM is all about leveraging emerging trends like AI-driven automation, predictive analytics, and the convergence of service management with other business functions. By adopting these trends, organizations can improve their service management capabilities, enhance customer experience, and gain a competitive edge in the market.

In conclusion, the landscape of IT Service Management (ITSM) and Customer Relationship Management (CRM) solutions is evolving rapidly, with numerous alternatives to ServiceNow emerging in 2025. As we’ve explored in this comprehensive guide, the top 10 ServiceNow alternatives offer a range of features, benefits, and pricing models to suit various business needs. Key takeaways from our research include the importance of flexibility, automation, and modular design in ITSM tools, as seen in platforms like Ivanti Neurons, Jira Service Desk, and UpKeep.

Implementation Considerations and Future Trends

When evaluating these alternatives, it’s essential to consider factors like implementation complexity, total cost of ownership, and scalability. As industry experts note, “The ability to automate routine tasks and proactively resolve issues is crucial for modern IT operations.” By leveraging tools like Ivanti Neurons, organizations can reduce mean time to resolution (MTTR) and enhance service dependency visualization and accuracy. To learn more about these solutions and how they can benefit your business, visit our page at Superagi.

Looking ahead, the ITSM market is expected to continue growing, with ServiceNow forecasting a revenue of $15 billion by 2026. As you consider your options, remember that the right ITSM solution can have a significant impact on your business, from improving efficiency and reducing costs to enhancing customer satisfaction and loyalty. So, take the next step and explore these top alternatives to ServiceNow. With the right solution in place, you can stay ahead of the curve and drive success in 2025 and beyond. To get started, visit Superagi and discover how our expertise can help you make an informed decision and achieve your business goals.