N-able MSP Manager vs ServiceNow comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between N-able MSP Manager and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: January 2023).
672,411 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:
Pros
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."

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"The subsequent chain of tasks, I believe, is valuable.""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.""There are many expansions available.""You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports.""The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing.""Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.""There are lots of modules around IT service management such as IT business management and human resource management (HRC).""Will give us better control over asset management and technical debt once we can centralize all contract information."

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Cons
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."

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"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag.""There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement.""Its setup is tough. It takes a lot of knowledge and a lot of experience.""The RPA needs improvement. That's a new area for them that they're just entering into now.""The interface can be a bit more intuitive.""We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature.""Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities.""It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."

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Pricing and Cost Advice
  • "I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."
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  • "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."
  • "I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."
  • "Certainly, from a product-platform perspective, the price is not too bad."
  • "They could be more competitive with their licensing."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or… more »
    Top Answer:Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like… more »
    Top Answer:It is for the same things as ConnectWise, such as remote management, patch management, encryption, and backup. We don't do the backup because it is expensive, but it can do all of that. It is for… 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 »
    Ranking
    19th
    out of 58 in Help Desk Software
    Views
    836
    Comparisons
    627
    Reviews
    1
    Average Words per Review
    1,360
    Rating
    8.0
    1st
    out of 58 in Help Desk Software
    Views
    53,778
    Comparisons
    34,486
    Reviews
    59
    Average Words per Review
    591
    Rating
    8.3
    Comparisons
    Also Known As
    SolarWinds LOGICnow, SolarWinds MSP Manager
    Learn More
    Overview

    Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

    • Intuitive, lightweight ticketing with seamless RMM and N-central® platform integrations.
    • Painless time tracking with convenient timers and functionality for recurring tickets and appointments.
    • Closed-loop email with automatic ticket monitoring and routing, with a streamlined Microsoft 365 setup via OAuth.
    • Complete customer and knowledge management with a branded portal.
    • Accounting integrations with QuickBooks Online, QuickBooks Desktop, and Xero.

    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
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot 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.

    Offer
    Learn more about N-able MSP Manager
    Learn more about ServiceNow
    Sample Customers
    Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
    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
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider10%
    Government9%
    Manufacturing Company7%
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Insurance Company9%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm10%
    Government10%
    Comms Service Provider7%
    Company Size
    VISITORS READING REVIEWS
    Small Business44%
    Midsize Enterprise10%
    Large Enterprise46%
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    Buyer's Guide
    Help Desk Software
    January 2023
    Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: January 2023.
    672,411 professionals have used our research since 2012.

    N-able MSP Manager is ranked 19th in Help Desk Software with 1 review while ServiceNow is ranked 1st in Help Desk Software with 61 reviews. N-able MSP Manager is rated 8.0, while ServiceNow is rated 8.2. The top reviewer of N-able MSP Manager writes "We can do all the things with it and manage a ton of clients with a small IT team". 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". N-able MSP Manager is most compared with Freshdesk, SolarWinds Web Help Desk, JIRA Service Management, ManageEngine ServiceDesk Plus and BMC Helix ITSM, whereas ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Pega BPM and Appian.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) 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.