Win / Loss Data
ServiceNow Customer Signals
See ServiceNow's live competitive picture - head-to-head win rates against Zendesk and other competitors, where retention risk is concentrated, and how the category is shifting.
Competitive wins
Where ServiceNow wins customers from competitors
Accounts that switched from a competitor to ServiceNow over the last 12 months. Each figure is ServiceNow's win rate in switches against that competitor, ranked from highest to lowest.
Churn destinations
Where ServiceNow lost customers in the last 12 months
ServiceNow's biggest competitive threats. Each ribbon shows a vendor that picked up a churned ServiceNow customer in the last 12 months; thickness = share of all churns.
- ServiceNow vs Zendesk: 26.9%
- ServiceNow vs Atlassian: 16%
- ServiceNow vs Webex: 13.5%
- ServiceNow vs SalesForce: 9%
- ServiceNow vs OpenAI: 7.1%
- ServiceNow vs Genesys: 5.1%
- ServiceNow vs WhatsApp: 3.8%
- ServiceNow vs Freshworks: 3.8%
- ServiceNow vs Intercom: 3.2%
- ServiceNow vs twilio: 2.6%
Data current as of July 2026
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Live head-to-head win rates against Zendesk and other competitors, plus target accounts in-market and shifting retention risk - updated daily.
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