ConnectWise Manage vs ServiceNow comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between ConnectWise Manage and ServiceNow based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed ConnectWise Manage vs. ServiceNow Report (Updated: November 2022).
657,849 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status.""It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well.""The product has been pretty stable so far.""It's a nice ticketing system.""Contains every feature that a VAR or MSP would want.""I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for.""It handles ticketing pretty well, and it's not something I have many critiques for.""The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."

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"It's a very low-code platform, and it's simple. The user experience is also really good.""I really like what they've done with their common service data model because now I can make a connection between the business process and technology.""Very easy to implement and to respond to my clients' needs.""It enables us to meet SLAs, track issues across the environment, and report those issues.""You can scale the solution.""It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers""It can scale well if you are managing IT assets.""Data in reports and dashboards are easily accessible."

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"Sometimes it is a little bit slow, which is the only complaint I have about it.""It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient.""The tracking inventory or the way it tracks the products is not very good.""The speed could be better, and the reporting could be a lot better.""Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience.""ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics.""Has a very outdated 90s interface and not all features are accessible via the mobile app.""All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

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"It's a little expensive compared to other tools.""If you have advanced questions, technical support often doesn't know the answer.""Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience.""It's too complicated and there are too many options.""ServiceNow doesn't cater to the Middle Eastern market.""The customization that we are doing for the needs of our organization are difficult to do and could be improved.""Their GUI could be updated.""There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

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Pricing and Cost Advice
  • "The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
  • "We're paying $940 a month for 14 users."
  • "The pricing of ConnectWise Manage is reasonable."
  • "I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
  • More ConnectWise Manage Pricing and Cost Advice →

  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • "This is a pretty expensive product, so the licensing could be better."
  • "The price is okay for us. It's reasonable."
  • "I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
  • "The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
  • "The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're… more »
    Top Answer:The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a… more »
    Top Answer:There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40… more »
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    out of 58 in Help Desk Software
    Average Words per Review
    out of 58 in Help Desk Software
    Average Words per Review
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    What is ConnectWise Manage?  

    ConnectWise Manage is a proven Professional Service Automation (PSA) solution that works with your Managed Service Provider (MSP) or Technology Success Provider (TSP) to ensure everything is working right. ConnectWise Manage will create a single view via a single data layer, so you can clarify and streamline what’s actually happening in your business at all times.

    Here are some key features available with ConnectWise Manage:

    • Help Desk Automation: Help desk automation and workflow functionality are designed to streamline support operations by keeping your help desk responsive and productive no matter how challenging the issue is.
    • Cloud Billing: You will be able to bill, monitor, and manage your clients’ SaaS apps.  Cloud billing helps you easily manage, monitor, and bill for other public cloud services, such as Microsoft 365 and Cisco Cloud Solutions. You can automatically reconcile spreadsheets from any vendor, eliminate billing disputes, increase productivity and save money.
    • Project Management: You have the tools that your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time, every time, and on budget. With customizable work plans, project templates, efficient dispatching, management-level visibility, and more, ConnectWise Manage helps keep projects running smoothly at all times.
    • Reporting: Leverage the ConnectWise Manage Reporting engine to make data-driven decisions with insights and metrics across all areas of your business. You get full visibility into all your projects and tickets your team is working on and see where the gaps in productivity are occurring and make real-time adjustments when necessary. You can easily reassign tasks or reroute tickets to ensure you never miss a deadline, projects are always finished timely, and client satisfaction is maintained. There are also reporting functions to help maintain inventory integrity and asset protection to guard your margins and keep your profitability continually growing.

    ConnectWise Benefits 

    • Improve Communication: Your teams will be aware at all times of the progress of the project or tickets, etc. Everyone is focused on the same goal and the same outcome moving in the same direction, keeping the workflow running smoothly and making for a very profitable business process.
    • Improve Client Relations: Clients will have a greater satisfaction level when they can see how smoothly everything is progressing and that the staff and teams are accountable to achieve success. The ConnectWise Customer Portal offers clients an opportunity to interact with your team, which brings a greater improved value to the overall experience and gives everyone involved a greater level of confidence and satisfaction that the outcome will be a successful one.
    • Increase Productivity and Profitability: ConnectWise helps all your business processes run more smoothly and will even streamline the billing process, which will ultimately minimize cost, decrease inefficiencies, and improve profitability.

    Reviews from Real Users

    “It's completely integrated and does everything we want it to do,” says Rick M., director of business development at Frontblade Systems Inc. 

    Another reviewer, who is an IT specialist at a tech service company relates, “Reliable ticketing system, that is easy to install and is easy to scale”

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Financial services

    Reviews from Real Users

    IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Learn more about ConnectWise Manage
    Learn more about ServiceNow
    Sample Customers
    IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    Computer Software Company57%
    Non Profit14%
    Security Firm14%
    Energy/Utilities Company14%
    Computer Software Company26%
    Comms Service Provider9%
    Construction Company6%
    Healthcare Company6%
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Insurance Company9%
    Computer Software Company20%
    Financial Services Firm10%
    Comms Service Provider9%
    Company Size
    Small Business83%
    Midsize Enterprise11%
    Large Enterprise6%
    Small Business41%
    Midsize Enterprise16%
    Large Enterprise43%
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise65%
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise69%
    Buyer's Guide
    ConnectWise Manage vs. ServiceNow
    November 2022
    Find out what your peers are saying about ConnectWise Manage vs. ServiceNow and other solutions. Updated: November 2022.
    657,849 professionals have used our research since 2012.

    ConnectWise Manage is ranked 5th in Help Desk Software with 13 reviews while ServiceNow is ranked 1st in Help Desk Software with 67 reviews. ConnectWise Manage is rated 8.2, while ServiceNow is rated 8.2. The top reviewer of ConnectWise Manage writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". ConnectWise Manage is most compared with JIRA Service Management, Datto Autotask Professional Services Automation, ManageEngine ServiceDesk Plus, Kaseya BMS and Freshservice, whereas ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Appian and Pega BPM. See our ConnectWise Manage vs. ServiceNow report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.