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ConnectWise Manage vs ServiceNow comparison

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892 views|652 comparisons
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52,387 views|33,736 comparisons
Featured Review
Find out what your peers are saying about ConnectWise Manage vs. ServiceNow and other solutions. Updated: January 2022.
563,780 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The most valuable feature is the management of projects from start to finish.""The search function is really good. To have a single place where we have the account information stored is probably most valuable.""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 initial setup isn't too difficult.""The product has been pretty stable so far.""It's a nice ticketing system."

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"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do.""It is easily configurable and has a good developer society online, available for any issues from the backend.""I prefer ServiceNow to the competition because of its ease of use, installation and configuration.""Straightforward tool.""ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.""The workflow makes things extremely efficient and it improves effectiveness.""I have found that sorting and grouping functions are particularly useful.""For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."

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Cons
"Sometimes it is a little bit slow, which is the only complaint I have about it.""It needs to be easier to share tickets between users who need to work together.""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.""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.""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.""Has a very outdated 90s interface and not all features are accessible via the mobile app.""The custom reporting needs to be improved."

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"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task.""It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users.""The interface requires an upgrade.""Their cloud management is also not that great compared to other products.""It is annoying that ServiceNow keeps on changing back to Quebec every six months.""It's not user-friendly by default, but it can be customized to be customer-friendly.""Its setup is tough. It takes a lot of knowledge and a lot of experience.""ServiceNow doesn't cater to the Middle Eastern market."

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Pricing and Cost Advice
  • "There are some different add-ons and benefits that are optional and come at an additional cost."
  • "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."
  • More ConnectWise Manage Pricing and Cost Advice →

  • "The mandatory minimum is US$ 20,000 for licensing."
  • "The licenses are expensive."
  • "The setup cost is high compared to others, especially when the scope is not fixed."
  • "I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
  • "$230 per user."
  • "It is very expensive because it is a big organization. You have to pay for additional things."
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • 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: 
    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: 
    Everything about the schema, including the design of ServiceNow, is great.
    Top Answer: 
    It's very expensive, and if care is not taken, competitions can quickly come and take over the space by offering better pricing.
    Ranking
    9th
    out of 55 in Help Desk Software
    Views
    892
    Comparisons
    652
    Reviews
    8
    Average Words per Review
    775
    Rating
    8.0
    1st
    out of 55 in Help Desk Software
    Views
    52,387
    Comparisons
    33,736
    Reviews
    62
    Average Words per Review
    580
    Rating
    8.1
    Comparisons
    Learn More
    Overview

    Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations.

    ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business.

    ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.

    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

    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.

    Offer
    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
    VISITORS READING REVIEWS
    Computer Software Company34%
    Comms Service Provider17%
    Government5%
    Manufacturing Company5%
    REVIEWERS
    Financial Services Firm18%
    Computer Software Company15%
    Healthcare Company10%
    Manufacturing Company10%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider15%
    Government8%
    Financial Services Firm7%
    Company Size
    REVIEWERS
    Small Business93%
    Midsize Enterprise7%
    REVIEWERS
    Small Business20%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise15%
    Large Enterprise63%
    Find out what your peers are saying about ConnectWise Manage vs. ServiceNow and other solutions. Updated: January 2022.
    563,780 professionals have used our research since 2012.

    ConnectWise Manage is ranked 9th in Help Desk Software with 10 reviews while ServiceNow is ranked 1st in Help Desk Software with 73 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 Datto Autotask Professional Services Automation, SCSM, ManageEngine ServiceDesk Plus, Kaseya BMS and JIRA Service Management, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus and JIRA Service Management. 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.