We performed a comparison between ConnectWise PSA 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."It handles ticketing pretty well, and it's not something I have many critiques for."
"The initial setup isn't too difficult."
"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."
"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's a nice ticketing system."
"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."
"The platform is easy to use."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"If you stick to the out-of-the-box solution, it's an easy setup."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"The solution has a user-friendly interface."
"It provides internal clients with greater transparency about their projects and deliverables."
"We used ServiceNow for change management, release management, and event management."
"The workflow capability for easy setup is powerful."
"The custom reporting needs to be improved."
"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."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"It needs to be easier to share tickets between users who need to work together."
"The speed could be better, and the reporting could be a lot better."
"ConnectWise PSA’s graphical interface is a little old."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"There is room for improvement in price."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"I have a problem with the way the solution's price is calculated."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"Creating service catalog forms could be made easier."
"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."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. ConnectWise PSA is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ConnectWise PSA is most compared with Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS, ManageEngine ServiceDesk Plus and Zendesk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our ConnectWise PSA vs. ServiceNow report.
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