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842 views|624 comparisons
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55,011 views|33,773 comparisons
Most Helpful Review
Find out what your peers are saying about ConnectWise Manage vs. ServiceNow and other solutions. Updated: May 2021.
510,882 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.""It handles ticketing pretty well, and it's not something I have many critiques for.""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."

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"The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""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.""I have found that sorting and grouping functions are particularly useful.""ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.""ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.""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."

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Cons
"It needs to be easier to share tickets between users who need to work together.""Sometimes it is a little bit slow, which is the only complaint I have about it.""If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

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"Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier.""I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules).""Integration capabilities can improve.""I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."

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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."

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"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: : There is several difference 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 »
Top Answer: I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good.
Top Answer: Our licensing is on a yearly basis. We normally end up doing a true-up payment because we tend to acquire more people and use more licenses.
Ranking
19th
out of 56 in Help Desk Software
Views
842
Comparisons
624
Reviews
3
Average Words per Review
704
Rating
7.7
1st
out of 56 in Help Desk Software
Views
55,011
Comparisons
33,773
Reviews
38
Average Words per Review
576
Rating
8.0
Popular Comparisons
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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.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

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 Company38%
Comms Service Provider15%
Government7%
Retailer6%
REVIEWERS
Financial Services Firm17%
Computer Software Company12%
Healthcare Company12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company33%
Comms Service Provider14%
Government7%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business100%
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business13%
Midsize Enterprise12%
Large Enterprise75%
Find out what your peers are saying about ConnectWise Manage vs. ServiceNow and other solutions. Updated: May 2021.
510,882 professionals have used our research since 2012.

ConnectWise Manage is ranked 19th in Help Desk Software with 3 reviews while ServiceNow is ranked 1st in Help Desk Software with 40 reviews. ConnectWise Manage is rated 7.6, while ServiceNow is rated 8.0. The top reviewer of ConnectWise Manage writes "Has mass move and mass edit functions, and a refinable search function". 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, Tigerpaw One, Kaseya BMS and PRTG Network Monitor, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, BMC Remedyforce, Appian and JIRA Service Management. See our ConnectWise Manage vs. ServiceNow report.

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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.