ITSM
Freshservice vs. ServiceNow
Many IT organisations start using ServiceNow with the right intentions: process consistency, governance and scalability. But as the environment grows, we see a recurring pattern emerge. Maintenance begins to outweigh innovation. Simple adjustments require specialists. And you’re paying for a platform that you’re only using to a fraction of its capacity.
On this page, we provide an honest side-by-side comparison of both platforms.
Maintenance vs Innovation
Does your team manage the platform, or does the platform manage your team?
Many IT teams only realise it after years have passed: the platform that once offered freedom has become a bottleneck. You see this with ServiceNow too. The platform isn’t bad; it’s just that a large environment within ServiceNow requires a great deal of time and maintenance. Every change requires more coordination. Every expansion requires more specialists.
At Freshservice, they call this the ‘maturity trap’. Research among more than 60 organisations that made the switch shows that nearly two-thirds left due to rising TCO, half because of a dependency on specialists, and more than a third because of structural underutilisation.
From platform administrator to service architect
In ServiceNow environments, many customisations require specialist knowledge or external consultants. This makes the team dependent on a bottleneck that grows as the organisation scales. Freshservice uses a visual, low-code Workflow Automator. Administrators can build and modify workflows without a background in development. The team shifts its focus from ‘keeping the platform running’ to ‘improving service processes’.
| Feature | Freshservice | ServiceNow |
|---|---|---|
| User interface | Modern, intuitive, consumer-grade UX | Functional, steep learning curve |
| Customise workflows | Low-code, visual, in minutes | Often requires a certified developer |
| Reliance on specialists | Low | High |
| Training period for new administrators | Short | Long |
| Administration model after year 1 | A small team is sufficient | A dedicated platform team is required |
AI that eliminates jobs, not just speeds up work
ServiceNow
Now Assist is included in all tiers, but AI usage is billed on the basis of ‘assists’. Costs increase with intensive use. Adapting workflows usually requires certified expertise or an external consultant.
Freshservice
Freddy AI is built into the platform as standard – there’s no separate module, so there are no unexpected costs. Administrators can create and edit workflows visually, without the need for a developer. AI eliminates work rather than simply speeding it up.
Platinum Partner
Why Freshservice and Gorilla Services
Gorilla Services is a Freshworks Platinum Partner in the Netherlands. We support organisations from the initial scoping phase through to full roll-out across multiple departments, including the business case for the CIO and CFO, with IT involved from day one.
We understand the pitfalls of a platform migration and ensure that your team is productive straight away, rather than three months down the line.
Curious about how easy Freshservice is to use?
As a Platinum partner of Freshworks, we’ll show you during a no-obligation demo how Freshservice can be easily integrated into your IT processes and what a switch from ServiceNow to Freshservice would mean for your organisation.
- Largest Freshworks partner worldwide
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