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Head-to-head · IT Service Management - Midmarket Software

Freshservice vs ServiceNow ITSM

  • Updated Oct 2026
  • Both researched from official sources
  • 2 checks side by side
Higher score Freshservice #1 in IT Service Management - Midmarket Software 9.3/10 14-day trial Free trial✓ 1 of 4 features Visit Freshservice
ServiceNow ITSM #6 in IT Service Management - Midmarket Software 8.8/10 Pricing on request ✓ 0 of 4 features Contact ServiceNow

Freshservice leads on 0 checks, ServiceNow ITSM on 0, and 2 are even. Who comes out ahead on the 2 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreFreshservice · 9.3/10
  • Free trialonly Freshservice
  • Most featuresFreshservice · 1 of 4

Freshservice scores higher on our rubric for it service management - midmarket software: 9.3 against 8.8 out of 10; our editors rank them #1 and #6.

Freshservice is the better fit for midmarket teams wanting a broad, approachable ITSM suite. ServiceNow ITSM is the better fit for midmarket teams prioritizing incident response.

  • Freshservice fits best

    Midmarket teams wanting a broad, approachable ITSM suite

  • ServiceNow ITSM fits best

    Midmarket teams prioritizing incident response

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Side by side

Feature Freshservice 9.3/10 Visit ↗ ServiceNow ITSM 8.8/10 Visit ↗
At a glance
Editor score 9.3 8.8
Ranking #1 in IT Service Management - Midmarket Software #6 in IT Service Management - Midmarket Software
Best for Midmarket teams wanting a broad, approachable ITSM suite Midmarket teams prioritizing incident response
Pricing model Paid Paid
Starting price $19/user/mo —
Free plan — —
Free trial 14 days —
Deployment Cloud, Mobile Cloud, Mobile
Platforms Web, iOS, Android Web, iOS, Android
Support Email, Community Docs
Built for Small business, Mid-market, Enterprise Mid-market, Enterprise
Features Freshservice 1/4 · ServiceNow ITSM 0/4
Incident management Not checked yet Not checked yet
Change management Not checked yet Not checked yet
Service catalog Not checked yet Not checked yet
Self-service portal ✓ (best) Not checked yet
Specs
Automation rules Not checked yet Not checked yet
Deployment Not checked yet Not checked yet
Our review
Pros
  • Connects incident and request handling with portal, knowledge and catalog tools
  • Supports asset lifecycle tracking, CMDB, SLA policies and workflow approvals
  • Mobile apps and Slack and Microsoft Teams integrations support distributed work
  • Routes, assigns, prioritizes, and tracks incidents through resolution workflows
  • Advanced adds on-call rotations, escalation policies, and major incident workflows
  • Supports stakeholder updates, post-incident reports, and employee self-service
Cons
  • Advanced problem, change and release management starts at the Pro tier
  • Starter lacks the service catalog and SLA management listed for Growth
  • Annual-billing prices rise from $19 to $99 per agent per month by Pro
  • Pricing is quote-based through the sales team
  • On-call and major incident workflows require ITSM Advanced or higher
  • No public-facing status page is established in the listed capabilities
Our verdict

Freshservice brings incident and request handling, employee self-service, knowledge management and IT asset work into a cloud-based IT service management suite. It is aimed at IT teams and other employee service functions that want to…

Read the review →

ServiceNow ITSM brings incidents, service requests, changes, and problems into a shared cloud workflow system. It is aimed at IT teams in midmarket and enterprise organizations that want structured incident intake and resolution alongside…

Read the review →
  1. FreshserviceIT Service Management - Midmarket Software 9.314-day trial
  2. ServiceNow ITSMIT Service Management - Midmarket Software 8.8Pricing on request

Strengths and trade-offs

  • Freshservice — where it wins

    • Connects incident and request handling with portal, knowledge and catalog tools
    • Supports asset lifecycle tracking, CMDB, SLA policies and workflow approvals
    • Mobile apps and Slack and Microsoft Teams integrations support distributed work

    Where it doesn't

    • Advanced problem, change and release management starts at the Pro tier
    • Starter lacks the service catalog and SLA management listed for Growth
    • Annual-billing prices rise from $19 to $99 per agent per month by Pro

  • ServiceNow ITSM — where it wins

    • Routes, assigns, prioritizes, and tracks incidents through resolution workflows
    • Advanced adds on-call rotations, escalation policies, and major incident workflows
    • Supports stakeholder updates, post-incident reports, and employee self-service

    Where it doesn't

    • Pricing is quote-based through the sales team
    • On-call and major incident workflows require ITSM Advanced or higher
    • No public-facing status page is established in the listed capabilities

More comparisons

All IT service management - midmarket software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update