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ServiceNow vs ConnectWise Manage Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Category Leaders

ConnectWise Manage is a business management platform designed to run your technology solution business, connecting everything...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

122

5

4

3

2

1

70

45

7

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.1

202

5

4

3

2

1

81

77

32

6

6

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
would recommend this app

Pros

Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.
One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm.
Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

Pros

Great organization of information including client information, tickets, and if needed documentation. Highly recommend as it's a great solution for an MSP of any size.
The best feature of Connectwise Manage is that it offers very good integration with other Connectwise and third-party systems for ticketing, finance, configuration management, etc.
Since we connected it to our accounting software, it was a great improvement in our workflows. And by tracking all time on tickets we have been able to charge and collect for all the time we work.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Cons

They stalled me with the terminate letter not being in the correct format. Now they say the contract has rolled over and I am going to have to pay the next 12 months even though I am not using.
ConnectWise hasn't made it to the 21st century and private equity is destroying the company.
Interface has been ignored for a long time - its universally uglier than ALL of its competitors.
  • Vendor responds to reviews
  • Last review5 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features66
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Backup
  • Availability Management
  • Billable Items Tracking
  • CRM
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Expense Tracking
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Invoice Management
  • Issue Auditing
  • Issue Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Monitoring
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Project Templates
  • Project Time Tracking
  • Projections
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Role-Based Permissions
  • SSL Security
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timesheet Management
  • Version Control
  • Workflow Configuration
  • Workflow Management
  • Total features90
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Backup
  • Availability Management
  • Billable Items Tracking
  • CRM
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Expense Tracking
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Invoice Management
  • Issue Auditing
  • Issue Management
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Monitoring
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Project Templates
  • Project Time Tracking
  • Projections
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Role-Based Permissions
  • SSL Security
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timesheet Management
  • Version Control
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations355
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations97
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Best software for ITSM management in IT world

Reviewed 3 months ago

Service Now is best software for current ITSM needs in IT world. ITs easy to stabilize day t day ITSM needs and specially Assets and Incident management which can helpful to many companies to provide and set up effective resilient ITSM business model. It is very user friendly and no need to provide detailed education and training to users as its inf9rmation and educational videos are available on portals.

Pros

It have Selfserve option like serviceNet and different ITSM modules where Users can select required option and go for their ITSM needs without struggling for technical team. It gives ability to user to create their own report and dashboards for better visualizations and daily reporting.

Cons

It require VPN connection within company premise due to policies. Its difficult to manage it through mobile devices.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow in the automotive industry used by IT

Reviewed a year ago

Good system to manage requirements, even though it can become tedious

Pros

One point of contact for users to request service, incidents or changes on our system

Cons

With a lot of options it can become confusing for users to know what type of ticket to create. Adoption of the use of this tool is a big challenge

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow helps get things done

Reviewed 3 years ago

It is a really good tool to manage requests and tasks

Pros

Easily incorporated into larger IT portfolio Very extendible

Cons

If not configured correctly, then this may lead to confusion

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Great Ticketing Tool!

Reviewed a year ago

Overall, this is a great software to organize and manage requests and concerns in mid to large businesses.

Pros

This software have extensive features which allow us users to work more efficiently. Managing request and concerns of our employees has been easier because they can create raise it through chat or ticket/case in this software anytime. Communication by users and administrators have been easy because they can follow-up through the software or even via email. Dashboard also can be customized depending on the user's needs. It also has a Knowledge Base Management attached to it which allow administrators to clarify or countercheck their responses/resolutions to the tickets/cases.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Perfect IT service management application

Reviewed a year ago

Servicenow is being used to manage tickets and incidents in the firm, making it easy to trace,monitor and have an overall knowledge of the incidents.

Pros

The product has a very easy learning curve and you can get a good grasp of how to use the application under a few hours. the ticket management portal is extremely helpful providing feedbacks and showing history of what have been done.

Cons

The web portal is quite heavy and needs a very strong bandwidth. Optimizing the web portal so it can work even in low bandwidth conditions

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow ; SupportNow

Reviewed 3 months ago

ServiceNow has allowed my team and me to assist users in my field as well as manage machine inventory. An easy-to-use tool with a plethora of functions and services.

Pros

The dozens of functions and features are offered. Has made my job easy and enjoyable. Easy to navigate.

Cons

At first, a tad bit tricky to maneuver and use to its full potential. Would like to see an integrated help system.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Review by DB - ServiceNow

Reviewed 20 days ago
Pros

This feature is very very impactful in day-to-day IT business. From incident management to customer engagement, it provides end-to-end solutions. You have multiple options to display your data in graphical or list formats. It gives multiple filters to generate effective reports. It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

Cons

I do have a few things in mind that ServiceNow can upgrade: 1. They should give the option to edit the comments we make on cases/incidents/changes etc. 2. They should provide the option to perform the search specifically on comments and it should be optimised. 3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Service Now For Help Desk

Reviewed 7 months ago

Service Now is a great tool for business. It provides quality reporting and a comprehensive source for ticket management and related knowledge sources.

Pros

It is straightforward and can help manage related templates, knowledge and tickets and SLAs for help desk. It provides a comprehensive tool for ticket and help desk management and resources for day to day activities and reporting.

Cons

The interface is a bit clunky and not user intuitive. It takes some time to understand where things are and how to use them.