[Home](https://www.selecthub.com/) \> [Help Desk Management](https://www.selecthub.com/category/help-desk/) \> [Help Desk Software](https://www.selecthub.com/c/help-desk-software/) \> [ServiceNow](https://www.selecthub.com/p/help-desk-software/servicenow/) \> ServiceNow vs Spiceworks 

#  ServiceNow vs Spiceworks 

 Last Updated: May 11th, 2026 

Our analysts compared [ServiceNow](https://www.selecthub.com/p/help-desk-software/servicenow/) vs [Spiceworks](https://www.selecthub.com/p/help-desk-software/spiceworks/) based on data from our 400+ point analysis of [Help Desk Software](https://www.selecthub.com/c/help-desk-software/), user reviews and our own crowdsourced data from our [free software selection platform](https://www.selecthub.com/about/start-free-selection-project-site/?category=Help Desk Software&cta=help-desk-software).

[Overview](#product-overview) [Pricing](#product-pricing) [Our Review](#product-analyst-summary) [User Ratings](#user-sentiment-section) [Features](#product-benefits-features) [Analyst Ratings](#analyst-rating-section) [Comparison Charts](#product-comparison-charts) [Screenshots](#product-screenshots) 

Remove Add to Compare 

[![ServiceNow Software Tool](https://cdn.selecthub.com/products/0353ab4cbed5beae847a7ff6e220b5cf-f6b5cb0cc51389a53958d1adb2239ffd/resources/normal/logo.png?1693316187)](https://www.selecthub.com/p/help-desk-software/servicenow/)

Remove Add to Compare 

[![Spiceworks Software Tool](https://cdn.selecthub.com/products/428fca9bc1921c25c5121f9da7815cde-50b0697eb10f289f5e1ad124605ae4b9/resources/normal/logo.png?1693316187)](https://www.selecthub.com/p/help-desk-software/spiceworks/)

[Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=ServiceNow&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0353ab4cbed5beae847a7ff6e220b5cf-f6b5cb0cc51389a53958d1adb2239ffd%2Fresources%2Fnormal%2Flogo.png%3F1693316187) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=ServiceNow&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0353ab4cbed5beae847a7ff6e220b5cf-f6b5cb0cc51389a53958d1adb2239ffd%2Fresources%2Fnormal%2Flogo.png%3F1693316187) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=ServiceNow&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0353ab4cbed5beae847a7ff6e220b5cf-f6b5cb0cc51389a53958d1adb2239ffd%2Fresources%2Fnormal%2Flogo.png%3F1693316187&price=5) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=ServiceNow&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F0353ab4cbed5beae847a7ff6e220b5cf-f6b5cb0cc51389a53958d1adb2239ffd%2Fresources%2Fnormal%2Flogo.png%3F1693316187&price=5) 

[Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Spiceworks&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F428fca9bc1921c25c5121f9da7815cde-50b0697eb10f289f5e1ad124605ae4b9%2Fresources%2Fnormal%2Flogo.png%3F1693316187) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Spiceworks&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F428fca9bc1921c25c5121f9da7815cde-50b0697eb10f289f5e1ad124605ae4b9%2Fresources%2Fnormal%2Flogo.png%3F1693316187) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Spiceworks&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F428fca9bc1921c25c5121f9da7815cde-50b0697eb10f289f5e1ad124605ae4b9%2Fresources%2Fnormal%2Flogo.png%3F1693316187&price=1) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Spiceworks&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F428fca9bc1921c25c5121f9da7815cde-50b0697eb10f289f5e1ad124605ae4b9%2Fresources%2Fnormal%2Flogo.png%3F1693316187&price=1) 

###  Products Insights

 Overall Rating Comparison

[ Analyst Rating  80 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (572 Reviews) ](#user-sentiment-section) 

[ Analyst Rating we're gathering data ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (883 Reviews) ](#user-sentiment-section) 

 Price Starts From

$4,500/User, Annually 

 Free Trial is unavailable →

$6/User, Monthly, Freemium 

[ Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Spiceworks&category=Help Desk Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/428fca9bc1921c25c5121f9da7815cde-50b0697eb10f289f5e1ad124605ae4b9/resources/normal/logo.png?1693316187) 

 Pros

 What we like about ServiceNow and Spiceworks:

* Handles large ticket volumes with workflows, SLA rules, and automated routing built in.
* Connects to CRM, ERP, HR, and other business systems for a unified view.
* Includes AI-powered knowledge search and a virtual agent for customer self-service.
* Scales across complex IT environments with modular, cloud-based architecture.

* Users say it's quick to set up and easy to configure for new teams.
* Simple ticketing interface that reviewers find easy to learn and navigate.
* Pairs help desk with network inventory, asset scanning, and IT monitoring tools.
* Integrates with Active Directory to add and authenticate end users automatically.

 Cons

 What we dislike about ServiceNow and Spiceworks:

* Steep learning curve makes onboarding slow for smaller teams without dedicated admins.
* Implementation involves licensing, professional services, and ongoing maintenance costs that add up.
* Customization options can feel restrictive and time-consuming to configure.
* Users report slow performance during peak usage that hurts agent productivity.

* Reviewers describe the user interface as clunky and in need of a redesign.
* Cloud version has limits, especially when sending emails through other applications.
* Few customization options, which makes routine tasks take longer to finish.
* Users report almost no automation, so agents can't route tickets through queues.

###  Our Review

**Bottom line:** ServiceNow and Spiceworks sit at opposite ends of the help desk market. Pick ServiceNow if you're a large organization that needs deep ITSM, heavy automation, and broad integrations. Pick Spiceworks if you're a smaller IT team that wants a simple, affordable ticketing tool you can stand up quickly.

ServiceNow starts at $4,500 per user per year, which lines up with its enterprise positioning. Spiceworks starts at $6 per user per month with a freemium tier, so you can try it before paying. The intervals are different, so don't try to convert one to the other — just know the budget gap is wide.

ServiceNow fits you if your IT environment is complex and you need workflows, SLA management, performance analytics, and tight integration with CRM, ERP, and HR systems. The AI-driven knowledge base and virtual agent help you scale customer self-service. The tradeoff is real: users point to a steep learning curve and slow performance at peak times.

Spiceworks fits you if you want basic ticketing without the overhead. It pairs the help desk with network inventory scanning, asset tracking, and IT monitoring, which is unusual at this price. Active Directory sync handles user onboarding automatically. The catch is that customization is thin and automation is nearly absent, so routing tickets through queues isn't really an option.

If you have admins to configure it and a budget to match, ServiceNow gives you room to grow. If you're a small shop that just needs tickets, asset data, and a quick install, Spiceworks gets you there without the implementation drag.

###  Analyst Rating Summary

 Overall Scores

 Based on the research and analysis by SelectHub's team of research analysts, ServiceNow has an analyst rating of 80\. Our analysts are still gathering data for Spiceworks.

 80 

we're gathering data

 Features Comparison

**Agent Productivity**  
 Automate repetitive tasks, get pre-written answers for common questions, and track your time spent on tickets so you can focus on solving customer issues faster. 

 83 

we're gathering data

**Call Center Management**  
 Route customer calls to the right available agent, record conversations for quality, and view key call metrics to keep your phone support running smoothly. 

 56 

we're gathering data

**Dashboards and Reporting**  
 See real-time performance data and analyze trends in easy-to-read charts, helping you understand where your team is succeeding and where to improve support. 

 92 

we're gathering data

[Show More](#) [Show More](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) 

###  Analyst Ratings for Functional Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) 

 How ServiceNow compares against the top 9 functional requirements as defined by SelectHub project data.

ServiceNow Spiceworks 

\+ Add Product [\+ Add Product](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) 

 Agent Productivity Call Center Management Dashboards AndReporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 83 56 92 76 79 50 88 88 75 0 25 50 75 100 

 Implementation Level of Effort Estimation

**Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) 

**Tier 2:** Supported with workarounds or add-ons that may require additional costs. 

**Tier 3:** Requires partner integrations or custom development that is often at an additional cost. 

**Agent Productivity**   
Automate repetitive tasks, get pre-written answers for common questions, and track your time spent on tickets so you can focus on solving customer issues faster. 

83%

0%

17%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Call Center Management**   
Route customer calls to the right available agent, record conversations for quality, and view key call metrics to keep your phone support running smoothly. 

0%

58%

42%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Dashboards And Reporting**   
See real-time performance data and analyze trends in easy-to-read charts, helping you understand where your team is succeeding and where to improve support. 

83%

0%

17%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Email Management**   
Organize all incoming customer emails into easy-to-track tickets, assign them to the best agent, and ensure no request ever falls through the cracks. 

71%

0%

29%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Live Chat Management**   
Quickly engage website visitors with real-time conversations, handle multiple chats at once, and turn chat transcripts into support tickets when follow-up is needed. 

73%

0%

27%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Mobile Capabilities**   
Manage tickets, respond to customers, and access essential tools from your phone or tablet so your team can provide excellent support even when away from their desks. 

40%

0%

60%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Platform Capabilities**   
Integrate your help desk with other business apps like your CRM, allowing you to share customer data and automate workflows across your entire company. 

83%

4%

13%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Team Collaboration**   
Work together on complex issues by looping in experts, adding private notes to tickets, and sharing information so you can solve problems as a unified team. 

83%

0%

17%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Ticket Management**   
Centralize all customer interactions from every channel into a single, easy-to-use list of tickets, making it simple to track, prioritize, and resolve every request efficiently. 

71%

6%

23%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Customize This Data For Your Unique Needs** and compare feature capabilities head-to-head [CUSTOMIZE NOW](#) [CUSTOMIZE NOW](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) 

###  Analyst Ratings for Technical Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) 

 Implementation Level of Effort Estimation

**Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) 

**Tier 2:** Supported with workarounds or add-ons that may require additional costs. 

**Tier 3:** Requires partner integrations or custom development that is often at an additional cost. 

**Integrations And Extensibility**   
Connect your support platform with hundreds of other apps and services, allowing you to build customized workflows and share customer data effortlessly across your business. 

68%

0%

32%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Platform Security**   
Protect sensitive customer data with top-tier encryption, control who can access information using detailed permission settings, and meet important regulatory compliance standards easily. 

78%

11%

11%

we're gathering data

N/A

we're gathering data

N/A

we're gathering data

N/A

**Requirements Summary** Of typical requirements, 67.2% are fully supported out of the box by ServiceNow including Agent Productivity, Dashboards And Reporting and Platform Capabilities. We are still evaluating data for Spiceworks at this time. Spiceworks has an analyst rating of and a user sentiment rating of 'great' based on 883 reviews, while ServiceNow has an analyst rating of 80 and a user sentiment rating of 'great' based on 572 reviews. ServiceNow is a SelectHub award-winner. 

###  User Sentiment Summary

 ServiceNow has a user sentiment rating of 82 based on 572 reviews. Spiceworks has a user sentiment rating of 87 based on 883 reviews. 

![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 572 reviews 

![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 883 reviews 

 Synopsis

 Evaluating all review platforms, our market analysts have compiled the following user sentiment data.

 82%

of users recommend this product

 ServiceNow has a 'great' User Satisfaction Rating of 82% when considering 572 user reviews from 4 recognized software review sites.

 87%

of users recommend this product

 Spiceworks has a 'great' User Satisfaction Rating of 87% when considering 883 user reviews from 3 recognized software review sites.

 User Review Scores

**G2.com, Inc** 

**4.0** (248) 

**4.3** (292) 

**Capterra Inc** 

**4.3** (50) 

**4.4** (487) 

**Gartner, Inc** 

**4.4** (82) 

n/a 

**TrustRadius** 

**4.1** (192) 

**4.3** (104) 

###  Product Assistance

 Training Resources

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

 Support

Email

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Email

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

###  Product Basics

 Company Size 

 i

Small

Medium

Large

Small

Medium

Large

 Platforms Supported

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

 Deployment Supported

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

 Comparison of Top Alternatives

[ ServiceNow Alternatives](https://www.selecthub.com/help-desk-software/servicenow/alternatives/) 

[ Spiceworks Alternatives](https://www.selecthub.com/help-desk-software/spiceworks/alternatives/) 

###  Screenshots

![Screenshots]()![Screenshots]()![Screenshots]() 

![Screenshots]()![Screenshots]()![Screenshots]() 

###  Key Features

* **Ticket workflows** – Customizable workflows, SLA rules, and automated escalation handle large ticket volumes with less manual work.
* **Knowledge management** – AI-powered search and a Microsoft Word authoring integration let you build and maintain a self-service knowledge base.
* **Virtual agent** – Built-in chatbot resolves common questions and hands off to a live agent with full conversation history.
* **Performance analytics** – Dashboards and KPI signals show real-time trends so you can spot bottlenecks across support teams.
* **HR service delivery** – Case management, onboarding tools, and the Now Mobile app extend the platform beyond IT into employee services.

* **Tickets and tasks** – Custom fields, private comments, and workflow tracking handle day-to-day IT incidents without much setup.
* **Directory integration** – Active Directory sync adds end users automatically and authenticates them in the customer portal.
* **Team management** – Auto-assigns tickets to the right agents and shows team performance through a built-in dashboard.
* **Asset management** – Scans subnets for hardware, software, switches, routers, and printers across Mac and Windows environments.
* **Networking tools** – IP lookup, subnet calculator, and a site-down checker help you troubleshoot network issues from the same console.

###  Top Alternatives in Help Desk Software 

[  Freshdesk ](https://www.selecthub.com/p/help-desk-software/freshdesk/) [  Front ](https://www.selecthub.com/p/customer-service-software/front/) [  Gorgias ](https://www.selecthub.com/p/conversational-ai-platforms/gorgias/) [  HappyFox ](https://www.selecthub.com/p/help-desk-software/happyfox/) [  Help Scout ](https://www.selecthub.com/p/help-desk-software/help-scout/) [  HubSpot Service Hub ](https://www.selecthub.com/p/customer-service-software/hubspot-service-hub/) [  Intercom ](https://www.selecthub.com/p/live-chat-software/intercom/) [  Jira ](https://www.selecthub.com/p/project-management-software/jira/) [  Jitbit ](https://www.selecthub.com/p/help-desk-software/jitbit/) [  Kayako ](https://www.selecthub.com/p/help-desk-software/kayako/) [  LiveAgent ](https://www.selecthub.com/p/help-desk-software/liveagent/) [  LiveChat ](https://www.selecthub.com/p/live-chat-software/livechat/) [  Salesforce Service Cloud ](https://www.selecthub.com/p/customer-service-software/salesforce-service-cloud/) [  TeamSupport ](https://www.selecthub.com/p/help-desk-software/teamsupport/) [  Teamwork Desk ](https://www.selecthub.com/p/help-desk-software/teamwork-desk/) 

###  Related Categories

 ServiceNow and Spiceworks can also be found with other leading products in these categories:

[ Customer Service Software ](https://www.selecthub.com/c/customer-service-software/) 

[ IT Asset Management Software ](https://www.selecthub.com/c/it-asset-management-software/) 

[ ITSM Software ](https://www.selecthub.com/c/itsm-software/) 

 Show more 

[ Customer Service Software ](https://www.selecthub.com/c/customer-service-software/) 

 Show more 

###  Head-to-Head Comparison

![ServiceNow Software Tool]() 

![Freshdesk Software Tool]() 

[ServiceNow VS Freshdesk](https://www.selecthub.com/help-desk-software/servicenow-vs-freshdesk/) 

![ServiceNow Software Tool]() 

![HappyFox Software Tool]() 

[ServiceNow VS HappyFox](https://www.selecthub.com/help-desk-software/servicenow-vs-happyfox/) 

![ServiceNow Software Tool]() 

![Help Scout Software Tool]() 

[ServiceNow VS Help Scout](https://www.selecthub.com/help-desk-software/servicenow-vs-help-scout/) 

![ServiceNow Software Tool]() 

![Jitbit Software Tool]() 

[ServiceNow VS Jitbit](https://www.selecthub.com/help-desk-software/servicenow-vs-jitbit/) 

![ServiceNow Software Tool]() 

![Kayako Software Tool]() 

[ServiceNow VS Kayako](https://www.selecthub.com/help-desk-software/servicenow-vs-kayako/) 

![ServiceNow Software Tool]() 

![LiveAgent Software Tool]() 

[ServiceNow VS LiveAgent](https://www.selecthub.com/help-desk-software/servicenow-vs-liveagent/) 

![ServiceNow Software Tool]() 

![Spiceworks Software Tool]() 

[ServiceNow VS Spiceworks](https://www.selecthub.com/help-desk-software/servicenow-vs-spiceworks/) 

![ServiceNow Software Tool]() 

![TeamSupport Software Tool]() 

[ServiceNow VS TeamSupport](https://www.selecthub.com/help-desk-software/servicenow-vs-teamsupport/) 

![ServiceNow Software Tool]() 

![Teamwork Desk Software Tool]() 

[ServiceNow VS Teamwork Desk](https://www.selecthub.com/help-desk-software/servicenow-vs-teamwork-desk/) 

![ServiceNow Software Tool]() 

![Vision Helpdesk Software Tool]() 

[ServiceNow VS Vision Helpdesk](https://www.selecthub.com/help-desk-software/servicenow-vs-vision-helpdesk/) 

![ServiceNow Software Tool]() 

![Zendesk Software Tool]() 

[ServiceNow VS Zendesk](https://www.selecthub.com/help-desk-software/zendesk-vs-servicenow/) 

![ServiceNow Software Tool]() 

![Zoho Desk Software Tool]() 

[ServiceNow VS Zoho Desk](https://www.selecthub.com/help-desk-software/servicenow-vs-zoho-desk/) 

**About SelectHub (and our data)** 

We’re the employee-owned Austin-based startup democratizing software data so you can make your decisions in an influence-free zone. Our market data is crowdsourced from our user-base of 100,000+ companies.

WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...

![SelectHub Products Reporting and Analytics]() 

[ Build Your Requirements](https://pmo.selecthub.com/help-desk-software-requirements-onsite/)

![SelectHub Products Cost and Pricing Guide]() 

[ Get Your Free Comparison Report](https://pmo.selecthub.com/request-custom-scorecard/?category=Help%20Desk%20Software)

**Tier 1:**  
 Fully/moderately supported out-of-the-box allowing for quick and easy deployment.  
Fully or moderately supported out-of-the-box with industry-leading capabilities and is immediately available after installation without needing any add-ons, integrations, or custom development. 

**Tier 2:**  
 Supported with workarounds or add-ons that may require additional costs.  
Not directly available in the software, but can be accomplished using other built-in features, workarounds, or add-ons/products from the vendor with or without any additional cost. 

**Tier 3:**  
 Requires partner integrations or custom development that is often at an additional cost.  
Requires additional integrations, plugins, marketplace applications from a third-party vendor, or custom development using the APIs, libraries, extensions, and development framework supported by the software, with or without any additional cost. 

[Close](#) 

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