Freshservice VS ServiceNow ITSM
As of 30 October 2026, ServiceNow ITSM is named by 121 companies and Freshservice by 277; Freshservice skews to companies under 200 people (26% vs 22%), ServiceNow ITSM to companies over 1,000 (60% vs 35%).
As of 30 October 2026 · refreshed daily · counts move as websites, DNS and career sites are re-read.
The website-and-DNS footprint is not comparable between a marketing suite and a CRM: Freshservice's script and mail records show on hundreds of thousands of small sites, ServiceNow ITSM rarely leaves a trace outside its own apps. Compare on the job-posting numbers; use the footprint for reach.
- Freshservice: 2–200 employees
- 26%
- ServiceNow ITSM: 2–200 employees
- 22%
- Freshservice: 1,000+ employees
- 35%
- ServiceNow ITSM: 1,000+ employees
- 60%
- Postings per company, 90 days
- 1.8 · 4.9
- Website or DNS footprint
- 5,877 · 0
Who chooses which
Share of each tool's companies in every segment. "Leans" marks a gap of more than two points.
| Segment | Freshservice | share | ServiceNow ITSM | share | Leans |
|---|---|---|---|---|---|
| 2-10 employees | 13 | 5% | 7 | 6% | even |
| 11-50 employees | 16 | 6% | 5 | 4% | even |
| 51-200 employees | 44 | 16% | 15 | 12% | Freshservice |
| 201-500 employees | 63 | 23% | 12 | 10% | Freshservice |
| 501-1000 employees | 43 | 16% | 9 | 7% | Freshservice |
| 1001-5000 employees | 66 | 24% | 24 | 20% | Freshservice |
| 5001-10000 employees | 17 | 6% | 14 | 12% | ServiceNow ITSM |
| 10,001+ employees | 15 | 5% | 34 | 28% | ServiceNow ITSM |
| Self-employed | – | – | 1 | 1% | outside top 12 |
| Segment | Freshservice | share | ServiceNow ITSM | share | Leans |
|---|---|---|---|---|---|
| Technology & software | 69 | 25% | 44 | 36% | ServiceNow ITSM |
| Manufacturing & industry | 47 | 17% | 26 | 21% | ServiceNow ITSM |
| Business & finance services | 45 | 16% | 28 | 23% | ServiceNow ITSM |
| Property & construction | 26 | 9% | 3 | 2% | Freshservice |
| Commerce & trade | 18 | 6% | 2 | 2% | Freshservice |
| Health care | 17 | 6% | 6 | 5% | even |
| Public, community & associations | 11 | 4% | 3 | 2% | even |
| Automotive | 9 | 3% | 1 | 1% | Freshservice |
| Consumer services & leisure | 9 | 3% | – | – | outside top 12 |
| Media & content | 8 | 3% | – | – | outside top 12 |
| Utilities & infrastructure | 8 | 3% | 6 | 5% | ServiceNow ITSM |
| Hospitality & travel | 5 | 2% | 1 | 1% | even |
| Transport, logistics & rental | – | – | 1 | 1% | outside top 12 |
| Segment | Freshservice | share | ServiceNow ITSM | share | Leans |
|---|---|---|---|---|---|
| United States | 195 | 70% | 86 | 71% | even |
| United Kingdom | 26 | 9% | 10 | 8% | even |
| Australia | 10 | 4% | 4 | 3% | even |
| Canada | 9 | 3% | 8 | 7% | ServiceNow ITSM |
| Germany | 8 | 3% | 3 | 2% | even |
| Netherlands | 6 | 2% | – | – | outside top 12 |
| Singapore | 3 | 1% | 2 | 2% | even |
| Denmark | 2 | 1% | 1 | 1% | even |
| France | 2 | 1% | 1 | 1% | even |
| India | 2 | 1% | 3 | 2% | even |
| United Arab Emirates | 1 | 0% | – | – | outside top 12 |
| AF | 1 | 0% | – | – | outside top 12 |
| BD | – | – | 1 | 1% | outside top 12 |
| Belgium | – | – | 1 | 1% | outside top 12 |
| Sweden | – | – | 1 | 1% | outside top 12 |
| Segment | Freshservice | share | ServiceNow ITSM | share | Leans |
|---|---|---|---|---|---|
| IT operations & business systems | 373 | 60% | 333 | 48% | Freshservice |
| Customer service & success | 32 | 5% | 6 | 1% | Freshservice |
| Human resources | 16 | 3% | 2 | 0% | Freshservice |
| Sales | 14 | 2% | – | – | outside top 12 |
| Software engineering | 14 | 2% | 172 | 25% | ServiceNow ITSM |
| Administration & office | 10 | 2% | 6 | 1% | even |
| Product, program & project management | 10 | 2% | 22 | 3% | even |
| Engineering (non-software) | 8 | 1% | 8 | 1% | even |
| Facilities cleaning and security | 7 | 1% | – | – | outside top 12 |
| Data & AI | 5 | 1% | 9 | 1% | even |
| Finance & accounting | 5 | 1% | – | – | outside top 12 |
| General management & consulting | 4 | 1% | 6 | 1% | even |
| Business development & strategy | – | – | 3 | 0% | outside top 12 |
| Hospitality and food service | – | – | 2 | 0% | outside top 12 |
| Legal, compliance & risk | – | – | 2 | 0% | outside top 12 |
The companies behind each column
Companies using Freshservice →
Companies using ServiceNow ITSM →
itsm service desk ranked →
Quote the sentence with the date and the link. The numbers change daily; the link always shows the current ones.
ServiceNow ITSM is named by 121 companies in job postings and Freshservice by 277; 0 name both. (Breaknorm, 30 October 2026, https://breaknorm.co/compare/freshservice-vs-servicenow-itsm)
Read from the source, not self-reported
Every number on this page can be traced to a page we crawled or a posting we read. Full methodology →
- Job postingsRead hourly from career sites. A tool counts when the employer's own text names it as the team's system; both tools can count for one company.
- Website and DNSScripts and embeds on the company's pages, plus SPF, DKIM, MX and CNAME records of its domain that point at the vendor.
- SegmentsCountry, size and industry from the company profile built from its website.
- Not a reviewNo ratings, prices or feature claims. For those, read the vendors.
Freshservice vs ServiceNow ITSM: questions
Which is more used, Freshservice or ServiceNow ITSM?
By companies naming it in their own job postings, Freshservice (277) over ServiceNow ITSM (121). By website-and-DNS footprint, Freshservice (5,877 vs 0), because its scripts and mail records sit on many small company sites.
Who chooses Freshservice?
26% of Freshservice companies have 2 to 200 employees, against 22% for ServiceNow ITSM. 35% of Freshservice companies have over 1,000 employees, against 60% for ServiceNow ITSM.
Do companies run both?
0 companies name both in their postings, usually Freshservice in marketing and ServiceNow ITSM in sales, or during a migration.
Where do these numbers come from?
From the employer's own text in job postings read hourly from career sites, and from scripts found on company websites in our crawl. No vendor data, no surveys.
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