ServiceNow vs ConnectWise Manage Comparison

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.

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

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

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

Easily incorporated into larger IT portfolio Very extendible

If not configured correctly, then this may lead to confusion

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.

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

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.

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

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

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

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.

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.

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.

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