We performed a comparison between Kaseya VSA and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about NinjaOne, Kaseya, TeamViewer and others in Remote Monitoring and Management (RMM)."As a small IT shop, the weird feature that the VSA has that I have not found anywhere else is they have these little colored dots that tell you the status of the machine. Is it offline and powered up? Is it actively being used? Is it idle? A lot of our clients ask us to do things for them, but, of course, they don't really want us to be underfoot. So we always look for, "Hey, there's an idle machine. We can work on that one now." And to say it makes it easy, we can do that at a glance. In any other tool we've looked at, you have to go several layers deep to see if the machine is in use, and you could spend your entire day just trying to find a machine that was idle, whereas, with Kaseya VSA, you can tell at a glance."
"I like the Live Connect module provided by Kaseya. It is a powerful module. I also like the Agent Procedure module. We work with it most of the time."
"VSA installs an agent on every computer that allows users to create a help desk ticket with one click. That's why I chose VSA. Many users never create tickets when they have a problem. Sometimes I won't know about an issue until they run into me and say, "Hey, this has been broken for two months.""
"The solution was scalable."
"The most valuable piece of the puzzle for me is what they call Live Connect. It is the piece that allows you to support an end-user without having to take the keyboard and mouse."
"Patch management was very useful. Backdoor access to the clients was also very useful."
"When compared to what we were previously using, one of the most appealing features is that it combines remote control, patch management, and software management into a single portal."
"The ease of access and ease of use was great."
"Straightforward tool."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"Makes ticket information easy to access."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"It is user-friendly and simple to use."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"It can scale well if you are managing IT assets."
"I believe we should include a VSA license to provide complete endpoint management."
"It's very difficult to update the third-party software on every device."
"Kaseya VSA could be improved with more features to support the latest operating systems."
"The predefined reports are not up to the mark and you have to do a lot of customization."
"It never functioned as intended."
"If you compare with other products, Manage Engine has some features that we like but are not present in Kaseya."
"The solution is hard to use at first until you understand how it works."
"The user interface is somewhat outdated."
"The visuals are the one area where there is opportunity for improvement."
"The product’s standard user experience is not the best."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"Service mapping could be less complicated."
"An area for improvement would be the accessibility of downloaded and compressed files."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"The setup was time-consuming and required a lot of internal resources."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
Kaseya VSA is ranked 2nd in Remote Monitoring and Management (RMM) with 29 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 211 reviews. Kaseya VSA is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Kaseya VSA writes "Single portal management, cost-saving, with thorough technical support". 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". Kaseya VSA is most compared with Microsoft Configuration Manager, ConnectWise Automate, NinjaOne, Microsoft Windows Server Update Services and Datto Remote Monitoring and Management, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
We monitor all Remote Monitoring and Management (RMM) 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.
