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ServiceNow vs ConnectWise ScreenConnect 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 ScreenConnect (formerly Control) is a help desk solution that allows businesses to detect and resolve customer...

  • 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

Pricing

Starting from

ic-pricetag

No pricing info

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

Starting from

29

Per month

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

User reviews

4.5

221

5

4

3

2

1

124

81

12

1

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

4.7

1.8K

5

4

3

2

1

1.3K

427

65

9

7

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

Pros

KB and Articles for support documents are good. ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.
It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness. Integrating with other tools is most popular in SNOW with easy REST API.
The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features.

Pros

The integration of connectiwise with other software is great. This is the reason why I really love this software.
So far it was a breeze to set up and create groups of my PCs I manage. Having the ability to share passes for 3rd party IT help is nice too.
We have been a screen connect/Connectwise Control user since 2012, a brilliant piece of software and pricing is very competitive. It's quick and supports a large number of clients.

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

Horrible, horrible customer service and support. I was constantly getting false positives.
Product support is disappointing. On the few occasions that I have needed to reach out to support, I ultimately figured out how to correct the problem myself.
The big thing we learned was not to use the unstable branch in production and that for more than 4 years the unstable had never caused us issue.
  • Vendor responds to reviews
  • Last review3 days ago
  • Vendor responds to reviews
  • Last review17 days ago

Key features

  • Total features66
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Attendee Management
  • Automated Routing
  • Availability Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Storage Management
  • Data Visualization
  • Desktop Virtualization
  • Diagnostic Tools
  • Diagnostics Tools
  • Discussions/Forums
  • Drag & Drop
  • Email Management
  • Email Reminders
  • File Management
  • File Sharing
  • File Transfer
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Internal Meetings
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multiple Monitor Access
  • Performance Metrics
  • Performance Monitoring
  • Presentation Streaming
  • Prioritization
  • Problem Management
  • Project Management
  • Projections
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Recording
  • Relationship Mapping
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Printing
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SSL Security
  • Screen Recording
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Session Transfer
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Troubleshooting
  • Two-Factor Authentication
  • Unattended Access
  • User Management
  • Version Control
  • Video Chat
  • Video Conferencing
  • Workflow Configuration
  • Workflow Management
  • Total features58
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Attendee Management
  • Automated Routing
  • Availability Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Storage Management
  • Data Visualization
  • Desktop Virtualization
  • Diagnostic Tools
  • Diagnostics Tools
  • Discussions/Forums
  • Drag & Drop
  • Email Management
  • Email Reminders
  • File Management
  • File Sharing
  • File Transfer
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Internal Meetings
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multiple Monitor Access
  • Performance Metrics
  • Performance Monitoring
  • Presentation Streaming
  • Prioritization
  • Problem Management
  • Project Management
  • Projections
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real Time Updates
  • Real-Time Chat
  • Recording
  • Relationship Mapping
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Printing
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SSL Security
  • Screen Recording
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Session Transfer
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Troubleshooting
  • Two-Factor Authentication
  • Unattended Access
  • User Management
  • Version Control
  • Video Chat
  • Video Conferencing
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations459
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations23
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite