We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The implementation is nice and easy."
"ConnectWise Automate's interface is pretty easy to use. It's pretty intuitive to get around and navigate it. It does what I need, which is usually connecting to the client and customers systems."
"A good automated scripts feature."
"The database is great. It's a nicely ordered database."
"Scripting and patch management are really important for us. Patch Manager is something that we use a lot, and we would love to have it continually improved. It is one of the most useful features for us for controlling patches and other things for different clients."
"We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."
"It's definitely improved the help-desk servicing, et cetera."
"It is very scalable."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"It is robust and very user-friendly."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"I have found that sorting and grouping functions are particularly useful."
"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"Their support needs to be better."
"We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great."
"The menu doesn't always load properly."
"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."
"There could be better linkages between ConnectWise Automate and Manage from a ticketing perspective. Automate and Manage each has its own ticketing system. We use the one in Manage, but it'd be nice if they were linked directly to the one in Automate."
"Scheduling of automation could be improved and made more simple."
"The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly."
"In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be."
"There should be fewer clicks and faster integrations between solutions."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"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."
"Integration capabilities can improve."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"The solution could improve by being more stable."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"From what I've overheard, it is pretty comparable to other solutions in terms of price."
"There is an annual subscription to use this solution."
"The price is okay for us. It's reasonable."
"Getting the solution up and running is expensive."
"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
"The mandatory minimum is US$ 20,000 for licensing."
"It is very expensive because it is a big organization. You have to pay for additional things."
"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 of the solution is comparable to industry standards. For the features that we received, it is reasonable."
ConnectWise Automate, formerly LabTech, is an IT management tool that helps deliver IT services at the speed of business. Our remote monitoring and management (RMM) platform provides powerful automation to discover & manage devices, monitor for problems, and automate action. Deliver streamlined reactive and proactive managed services, stop putting out fires, and start focusing on what matters most. See why over 5,500 partners worldwide chose ConnectWise Automate by visiting https://www.connectwise.com/software/automate or calling 877-522-8323.
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 Automate is ranked 2nd in Remote Monitoring and Management Software with 8 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 62 reviews. ConnectWise Automate is rated 7.6, while ServiceNow is rated 8.2. The top reviewer of ConnectWise Automate writes "A nicely ordered database and good UI but needs better monitoring". 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 Automate is most compared with Pulseway, Continuum Command, Microsoft Endpoint Configuration Manager, N-able Remote Monitoring & Management and PRTG Network Monitor, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus and JIRA Service Management.
We monitor all Remote Monitoring and Management 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.