9 Modern ServiceNow Alternatives to Evaluate in 2024

“You can’t get fired for buying ServiceNow”

— Ancient IT proverb

What started as general IT wisdom has now become a convenient excuse to skip market research while buying ITSM software.

If you're looking to get a new ITSM platform in 2024, your timing couldn't have been better. Almost all ITSM vendors are including AI as a part of their offering. Instead of settling for a bloated legacy solution, you have a chance to evaluate your options based on their approach to service management and how they’re leveraging recent technology, particularly AI.

Why look for ServiceNow alternatives at all?

You’re right. ServiceNow is a comprehensive and highly customizable service management solution that covers a wide range of use cases. On paper, it’s the safe choice.

But it’s a safe choice for large enterprises with big budgets and enough time for implementation and customization. Not to mention, access to dev resources or additional budget to hire ServiceNow certified consultants for implementation and ongoing customizations.

Not every business requires (or has the capability to utilize) such an extensive platform or can expect a positive return on the investment.

This blog will look at ServiceNow alternatives that support the service management needs for organizations of different sizes.

A new era of IT service management

Two decades ago, ServiceNow revolutionized the ITSM landscape by offering a cloud-based solution when on-premises software was the norm. This innovative approach gave ServiceNow a significant edge over competitors, allowing it to dominate the cloud movement in ITSM.

ServiceNow's success was well-deserved. It provided a flexible, scalable platform that aligned perfectly with their clients’ need for digital transformation.

For nearly two decades, ITSM remained largely unchanged. However, we are now at the cusp of another paradigm shift - the AI movement. While AI has been around for a while, ChatGPT's launch in late 2022 sparked widespread adoption, with IT end users embracing it even before IT organizations.

Our study found that '75% of end-users were already using free AI tools like ChatGPT for their work.' This was published as a part of the State of AI in IT, 2024 report.

This AI breakthrough marks a pivotal moment in technology, promising to transform IT processes. The ITSM and ESM platforms of the future won’t just be incrementally better, but fundamentally different.

Legacy vendors are bolting AI on top of their existing platforms causing both the platform and the cost to bloat up. New solutions will emerge with AI at the core.

With that in mind, let’s look at specific platforms you can evaluate.

1. Atomicwork

Atomicwork is a modern service management solution that’s built with an “AI-first” approach. Instead of sending end users to a support portal, Atomicwork brings support to where users already are. Atom, the AI assistant, lives on communication and collaboration tools like Microsoft Teams and Slack.

In addition to automating routine tasks such as password resets and app provisioning, Atomicwork enhances the service desk experience by streamlining request handling, incident management, problem, change, and asset management. This AI-driven approach allows IT agents to spend more time on complex issues and strategic initiatives.

2. Jira Service Management

Jira Service Management, with its built-in AI engine, leverages natural language processing and GenAI to enhance IT service management. This automates tier 1 repetitive support issues, thereby accelerating problem resolution and reducing ticket volume.

You can create custom intents or even use the knowledge base to automate tier 1 support workflows. IT support agents can now tackle complex issues that need their expertise. If you’re using the Atlassian suite with Jira, Confluence, etc, getting Jira Service Management would work like a natural extension to your current ecosystem.

3. EasyVista

EasyVista leverages AI to deliver features like automated workflows and intelligent knowledge management, which help streamline service processes and improve efficiency.

EasyVista's acquisition of Coservit, which delivers an AIOps and next-generation monitoring software technology, ServiceNav, enhances its capability with predictive analytics and monitoring, providing a more proactive service management approach.

4. Freshservice

Freshservice offers an AI suite called Freddy to streamline IT service management and boosts employee and IT productivity. It includes a self service solution, a copilot, and provides insights.

The AI-driven virtual agent provides immediate conversational support and efficiently handles incidents and service requests. It enhances agent productivity by automating responses and standardizing service delivery.

5. InvGate

InvGate Service Desk features AI-driven capabilities such as automation of workflows and AI-powered features that suggest ticket recategorization and automate ticket responses, enhancing the efficiency of service operations. Along with its integration capabilities, it can be used for various business workflows.

6. Ivanti

Ivanti Neurons for ITSM leverages AI to streamline operations and improve service delivery across IT environments. Some of its features include intelligent automation for routine tasks, predictive analytics to prevent service disruptions, and advanced knowledge management capabilities that help gather, share, and manage critical information efficiently.

7. Solarwinds

SolarWinds Service Desk incorporates AI and ML technologies to improve efficiency and user experience. These include an AI-powered virtual agent that assists users with common IT issues, allowing IT staff to focus on more complex tasks.

The system also offers AI-generated responses that save time for agents and AI-generated incident summaries that improve collaboration by providing concise overviews of communication threads.

8. HaloITSM

HaloITSM incorporates AI to automate and enhance service delivery. Key AI functionalities in HaloITSM include automated ticket assignment, knowledge base article suggestions, and predictive capabilities to anticipate potential issues before they occur.

This AI integration helps streamline processes, improving agent productivity, and enhancing the overall user experience by enabling more efficient and error-free service management.

9. TOPdesk

TOPdesk incorporates AI capabilities to streamline service operations and improve user experiences through automation and integrated AI functionalities.

These AI-driven features include automated incident management, where incidents are intelligently categorized and routed to the appropriate agents based on the ticket’s content. Furthermore, TOPdesk leverages conversational AI through chatbots to assist users via self-service portals.

In conclusion

As we enter the AI era of ITSM, it's crucial to reassess your organization's needs and explore alternatives, if necessary. When evaluating options, consider your budget, resources, and readiness for AI-driven innovation. The right choice could significantly enhance your IT and business operations, positioning your organization for success in this rapidly evolving tech landscape.

‍Disclaimer: We, at Atomicwork, have built ITSM solutions in the past and understand the challenges that IT leaders and organizations grapple with. With the immense power that AI offers, we were able to build a modern service management solution for 2024 and beyond.

If you’d like a walkthrough of the platform, sign up for a demo.