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[vodnalar26]

Which third-party applications can be replaced by a ServiceNow Standard ITSM license subscription within an organization?

[Ankur Bawiskar]

@vodnalar26 

My thoughts

-> the exact fit depends on what you currently use outside ServiceNow

-> In practice, it can replace many third-party tools used for incident, request, change, problem, approvals, service catalog, knowledge,

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[Dr Atul G- LNG]

Hi @vodnalar26 

There is a lot , in OoTb or standard you can get incident, change, problem, cmdb, request management, knowledge along this you can use flow designer for automation, platform analytics for report and dashboard.

Just to update Servicenow changing it's licence model and going with premium, plus concept. Please speak to your account representative for same before take any decisions.

[Syamada336 · Accepted solution]

The Standard ITSM license has been restructured into a new licensing model, but I’ll answer based on the equivalent offering.

Comparisons with other vendors depend on the evaluation criteria, but the solutions most commonly considered as competitors or replacement candidates are:

• Zendesk
• Jira
• Salesforce
• ManageEngine
• BMC Helix

The following are some of the areas where ITSM solutions typically excel, so I recommend using these as a basis for your evaluation:

Incident Management / Problem Management / Change Management

These capabilities support processes such as:

“I can no longer log in to an internal system. Let me contact the IT department.”

They help manage and track incidents, investigate root causes, and control changes to IT services.

Service Catalog

This provides a structured way for users to submit requests, such as:

• Requests to the IT department (new PCs, mobile devices, cloud environments, etc.)
• Requests for various internal services

With further expansion, it can also be used for business processes such as expense reimbursement requests.

Portal

A centralized hub for employees that provides:

• Enterprise-wide search for questions and issues
• Access to service catalogs
• Announcements, message boards, and other self-service resources

Knowledge Management

A repository for:

• Procedures, manuals, and policy documents
• Common issues and their resolutions
• Best practices and troubleshooting guidance

Playbooks

Playbooks guide users through predefined procedures automatically. For example, they can seamlessly walk a user through:

1. Reviewing the policy document
2. Providing consent or acknowledgment
3. Entering the required information
4. Submitting an approval request

This creates a streamlined and automated user experience without requiring manual navigation through each step.