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.
"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."
"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."
"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."
"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."
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:
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:
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.”
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.
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