Seven Alternatives to ServiceNow

Introduction

ServiceNow is one of the most widely adopted enterprise service platforms in the world. It offers a broad suite of modules covering ITSM, HR, security operations, asset management, and workflow automation, and does it all within a single, highly configurable platform.

However, as ServiceNow deployments scale, many organizations begin to encounter challenges around cost, operational complexity, and implementation overhead. Maintaining and extending large ServiceNow instances often requires specialized teams, long development cycles, and significant licensing investment.

This guide highlights seven best-in-class ServiceNow alternatives, focusing on platforms that reduce platform sprawl, simplify service operations, and deliver targeted capabilities without the weight of a monolithic enterprise system. Below is a summary of our findings:

Best options at a glance:

• Console – AI-powered IT automation platform that lives in Slack and Teams. Best for enterprises and high-growth startups seeking an AI-native solution to automate a large share of repetitive tasks.

• Fixify – IT automation tool focused on handling common, high-volume requests. Best for teams looking to automate a narrow set of well-defined tasks, rather than complex or cross-system workflows.

• Moveworks – AI support platform designed to reduce employee support volume through deflection. Best for large organizations prioritizing resolution guidance. 

• Aisera – AI service management platform spanning IT and other departments. Best for organizations seeking broad conversational coverage, with some IT-specific execution.

• Freshservice – Mid-market ITSM platform offering ITIL-aligned workflows and ticketing. Best for midsize teams that need structured request tracking, with lighter automation requirements.

• Zendesk – Support and case management platform adapted for internal IT use. Best for teams focused on managing requests and communication rather than automating resolution.

• Leena – Employee operations platform centered on HR workflows and knowledge delivery. Best for HR use cases, with some applicability to core IT automation.

Console – Best for enterprises and high-growth startups seeking to automate repetitive tasks

Platform focus

Console is designed as an execution layer for IT operations. Its AI agents connect directly to enterprise systems and complete tasks such as access provisioning, account updates, and operational changes without relying on ticket queues or human coordination.

Rather than acting as a workflow engine, Console treats IT requests as actions to be completed in real time. Employees submit requests through Slack or Microsoft Teams, where the system interprets intent and performs the required steps across connected tools.

Ideal use cases

• Enterprises and high-growth startups seeking to eliminate manual service desk work

• Organizations prioritizing real-time IT execution

• Teams replacing human-driven operational workflows

Why teams switch from ServiceNow

• Removes the need for custom scripting and platform engineering

• Reduces operational overhead and admin dependency

• Executes work instead of managing processes

• Faster automation without complex configuration

Fixify – Best for teams looking to automate specific, well-defined tasks 

Platform focus

Fixify focuses on automating repetitive technical issues such as common errors, configuration problems, and system failures. Its AI agents diagnose root causes and apply predefined fixes across infrastructure and application layers.

Fixify does not attempt to coordinate broad service workflows. Instead, it acts as a remediation system optimized for resolving frequent, low-complexity technical incidents.

Ideal use cases

• IT teams overwhelmed by repetitive technical tickets

• Organizations seeking to reduce manual troubleshooting

• Environments with predictable failure patterns

Why teams switch from ServiceNow

• Direct system-level fixes instead of ticket handling

• Less need for complex remediation logic

• Faster resolution of common issues

• Lower platform complexity for technical automation

Moveworks – Best for organizations seeking resolution guidance

Platform focus

Moveworks provides conversational AI agents that resolve employee questions through natural language interaction. Its primary role is to answer requests, retrieve internal knowledge, and close issues before they escalate to human teams.

Moveworks operates as a front-end support layer rather than a backend service platform. It focuses on minimizing demand, not replacing operational systems.

Ideal use cases

• Enterprises with high internal support volume

• Organizations handling repetitive employee inquiries

• Teams prioritizing conversational interfaces

Why teams switch from ServiceNow

• Lower support volume without heavy workflows

• No need for large service desk structures

• Faster employee response times

• Reduced reliance on complex ITSM processes

Aisera – Best for teams seeking broad conversational coverage, with some IT-specific execution

Platform focus

Aisera acts as a coordination layer for service operations across IT, HR, finance, and customer support. Its AI agents classify intent, initiate workflows, and route requests between systems and teams.

Unlike execution-focused platforms, Aisera emphasizes orchestration and standardization across departments rather than autonomous task completion.

Ideal use cases

• Large enterprises with cross-functional service needs

• Organizations unifying internal service experiences

• Teams seeking consistent workflows across departments

Why teams switch from ServiceNow

• Modular automation instead of monolithic platforms

• Easier scaling across multiple business units

• Reduced customization burden

• Faster rollout for cross-team processes

Freshservice – Best for midsize teams that need structured request tracking

Platform focus

Freshservice provides traditional IT service management capabilities such as incident, problem, change, and asset management, but with a simpler deployment model than large enterprise platforms.

The platform retains familiar service desk structures while reducing configuration overhead and platform complexity.

Ideal use cases

• IT teams modernizing legacy service desks

• Organizations replacing oversized ITSM platforms

• Teams seeking standardized service workflows

Why teams switch from ServiceNow

• Lower licensing and operational costs

• Faster implementation cycles

• Easier administration

• Less dependency on specialized platform engineers

Zendesk – Best for teams focused on managing requests and communication

Platform focus

Zendesk is built around managing large volumes of service interactions across channels like email, chat, and messaging. Its strength lies in organizing requests through agent queues and structured workflows.

Zendesk is optimized for human-driven support environments rather than automated service execution.

Ideal use cases

• Support-driven organizations

• Enterprises prioritizing case handling

• Teams operating across multiple communication channels

Why teams switch from ServiceNow

• Simpler support workflows

• Lower cost and faster setup

• Strong agent productivity tools

• No enterprise platform engineering required

Leena – Best for HR use cases, with some applicability to core IT automation

Platform focus

Leena focuses on HR automation and employee experience. Its AI assistants guide employees through policies, benefits, onboarding, and procedural workflows using conversational support. The platform excels at retrieving data from company knowledge bases to approve leave requests, advise employees on company procedures, and other common HR processes.

Leena operates as a people-facing service layer rather than a technical IT platform.

Ideal use cases

• Organizations modernizing HR operations

• Enterprises separating HR from IT platforms

• Teams focused on employee experience

Why teams switch from ServiceNow

• Simpler HR workflows without platform sprawl

• Lower implementation and maintenance effort

• Stronger employee-facing experience

• No reliance on complex enterprise configuration

FAQs

Why do enterprises move away from ServiceNow?

Organizations often reassess ServiceNow due to rising licensing costs, platform complexity, and long implementation cycles. Many teams prefer specialized tools that solve specific problems more efficiently.

Is replacing ServiceNow risky?

Replacing ServiceNow can be risky if done all at once. Most enterprises adopt a phased approach, gradually moving HR, IT, or support functions to more focused platforms.

What should CIOs look for in a ServiceNow replacement?

Key factors include operational cost, implementation complexity, automation depth, and whether the platform executes work or merely coordinates it.