ConnectWise PSA vs ServiceNow comparison

Why PeerSpot?

ConnectWise and ServiceNow are both solutions in the Help Desk Software category. ConnectWise is ranked #16 with an average rating of 8.0, while ServiceNow is ranked #1 with an average rating of 8.6. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

ServiceNow and ConnectWise PSA operate in the IT service management and business management categories. ServiceNow appears to have the upper hand due to its extensive configurability and robust customization, preferred by larger enterprises.

Features: ServiceNow is known for its high configurability, allowing extensive customization to align with diverse business processes. It includes pre-built ITIL processes and supports building custom applications, enhanced by a vibrant community and frequent updates. ConnectWise PSA provides a comprehensive suite for business management with integrations with essential business tools and efficient ticketing systems.

Room for Improvement: ServiceNow needs better documentation and support for customizations and performance analytics, along with a simpler licensing model to improve scalability. ConnectWise PSA could enhance its user interface, expand integration with third-party tools, and improve reporting features for a better user experience.

Ease of Deployment and Customer Service: ServiceNow offers flexible deployment options in public, private, and hybrid environments. Its customer support is generally proactive, though some variability exists. ConnectWise PSA is limited to private cloud and on-premises deployments, restricting flexibility. While responsive in troubleshooting, its technical support could better handle a growing user base's diverse issues.

Pricing and ROI: ServiceNow's higher cost is seen as justified by its capabilities, but requires careful licensing negotiation. It delivers substantial ROI, particularly for larger enterprises. ConnectWise PSA offers user-based licensing and competitive pricing with optional modules, suiting smaller teams but scalability could increase expenses. Both platforms can yield substantial ROI if correctly tailored and implemented.

To learn more, read our detailed ConnectWise PSA vs. ServiceNow Report (Updated: November 2026).

Buyer's Guide

ConnectWise PSA vs. ServiceNow

November 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Hemanthreddy Vakiti

Data Engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"By automating processes we give back valuable hours to business stakeholders, which can be spent on value-adding activities instead of repetitive tasks."

"The best aspect is the user interface. It is very user-friendly and snappy, responding quickly compared to other available tools. It is easy to learn, and the community support is good for asking questions and getting answers."

"With Automation Anywhere, what used to take us two days now takes us twenty minutes."

"When this technology first came to market, I thought it was about robotic things, which we cannot do, however, when I started to learn about Automation Anywhere, it's completely different; it's a user friendly tool with drag and drop commands and a person just needs technical, logical thinking."

"Its ability to integrate with other solutions is awesome."

"We have definitely experienced an ROI in terms of saving, for example, the costs of service delivery contracts have come down because of our use of automation and it saves me around $100,000 a year."

"It has improved the efficiency and reliability of the data in the systems."

"The turnaround time of building bots is quick. We are deploying around four bots per month. The turnaround time to get a design, build, and deploy is very fast. This is very good for us. It has helped us out when scaling up in a better manner."

More Automation Anywhere pros

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"My tool to manage my devices and my tool for ticketing are all in one."

"ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers."

"We are able to use our ticket system to track any remediation of a device stored in our configurations."

"It handles ticketing pretty well, and it's not something I have many critiques for."

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"The few times I've had to call, when I first joined the company, support was always excellent, professional, courteous, friendly, and efficient, and they always resolved my issue or answered my questions."

More ConnectWise PSA pros

"It can scale well if you are managing IT assets."

"We have large chats with 150,000 people and everyone has found it to be useful."

"ServiceNow is a very powerful tool that can perform a lot of different functions."

"Usability, application customizations and ease of building your own product within the tool was a very positive edge for ServiceNow to be leaps and bounds beyond the market tools."

"I've seen other products, I've seen some of the stuff that they can do, but I really haven't seen one that can, at least in my mind, replace our ServiceNow for everything that we've put into it and everything that we've done, and it would be a very hard thing to do."

"Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance."

"We are quite satisfied with the tool."

"In the past, I've used other products, and they're not that scalable; if you're working in a company that has multiple facilities, multiple countries, the best way to go is with ServiceNow."

More ServiceNow pros

Cons

"Triggers work in the attended mode on Automation Anywhere. I would love it if we could use triggers in the unattended mode too. This way we can use the feature more in our IT sector. E.g., when any service or folder is accessed by unauthorized person, we want to be able to get an immediate trigger, even on "out of office", this would be helpful for my organization."

"Some of the biggest improvements they can make are with the interface. It can be improved in terms of usability or searching for something. For example, icons are hard to find. Typically, you jump into the search box, but being able to go in and find things quickly with the eye could be very valuable."

"They continue to release new features, but end users struggle to adapt to them."

"Where minor but widespread changes are made to the cloud product being operated upon, changing the cloned search values individually was incredibly time consuming, and it shut down the RPA service until it was fixed."

"They will need much more support, because it is a new thing and it’ll never fail because of productive partners. It will fail if people on the “gemba” don’t adopt it."

"Automation Anywhere's current requirement for upfront annual payments limits flexibility for customers."

"There are improvements needed in error handling processes, as currently, they rely on start and end error commands."

"I would like the support to be faster. Their response time is one to two days. Their customer care could be faster."

More Automation Anywhere cons

"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."

"The tracking inventory or the way it tracks the products is not very good."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"Not a good ticketing system"

"ConnectWise PSA’s graphical interface is a little old."

"ConnectWise Manage can improve by having more integration with different software and have the process simple."

More ConnectWise PSA cons

"It has a higher cost compared to local/regional solutions."

"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."

"The setup wasn't as straightforward or easy as it should have been."

"What's not so good for us is also the support for problems and regressions."

"We have implemented some various complex ACLs and they've impacted our performance significantly, and we've had several incidents open to help with performance, and it's been kind of a struggle to get the ServiceNow support group to say "Yup, I see it's a problem, let's do this.""

"From my standpoint, because we don't have people who are experienced in doing the performance analytics module and stuff like that, we can't get the right reporting and it's just a beast trying to get that configured the right way."

"We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us."

"Lots of customizations can lead to breaking the system when moving to another release. This should be managed better by ServiceNow."

More ServiceNow cons

Pricing and Cost Advice

"Automation Anywhere's pricing is significantly higher than other RPA solutions."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."

"Our annual licensing costs are around $100,000 a year."

"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."

"I think it's $5,500 per license."

"We purchase on a bot basis. Our costs are approximately $5,000."

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

More Automation Anywhere pricing and cost advice

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"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."

"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."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"We're paying $940 a month for 14 users."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"The setup cost is high compared to others, especially when the scope is not fixed."

"This is a pretty expensive product, so the licensing could be better."

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"The mandatory minimum is US$ 20,000 for licensing."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"It is an expensive platform."

"The CapEx version is great."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

15%

Outsourcing Company

10%

Financial Services Firm

10%

Performing Arts

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

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What is the cost of implementation and maintenance of ServiceNow?

Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...

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Comparisons

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

October 2026

Download ConnectWise PSA product report

Buyer's Guide

ServiceNow

October 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

No data available

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

ServiceNow

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

Buyer's Guide

ConnectWise PSA vs. ServiceNow

November 2026

Free Report: ConnectWise PSA vs. ServiceNow

Find out what your peers are saying about ConnectWise PSA vs. ServiceNow and other solutions. Updated: November 2026.

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