We performed a comparison between ConnectWise Automate 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)."A good automated scripts feature."
"It is very scalable."
"It allows us to manage all client requests, jobs and invoicing."
"The most value we get from this solution is that everything is on a patch cycle."
"The database is great. It's a nicely ordered database."
"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."
"We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."
"It's a very good IT tool for a company that provides IT services. It is very helpful for technicians to work with the tool to see all of the customers in one place and then manage all of the computers in one place."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"It can scale well if you are managing IT assets."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"Makes ticket information easy to access."
"Identifies better ways to license software or eliminate unused software to save money."
"Good stable and scalable solution."
"It is user-friendly and simple to use."
"This is a raw system. Of course, it has some flaws that could be improved. But, it's something that we will have to work with to get to the point where we need this, we request it and they do their best to make it happen."
"The project management needs improvement and there's a section of the product called configuration that also needs to be improved."
"I have a problem with the reports available on the solution. I don't understand how to work with the reporting functionality. For example, when I want to give a report for a specific machine, ConnectWise doesn't seem to have this as an option. I'm not sure if I'm missing something, or if the reporting functionality is just poorly conceived."
"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."
"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."
"The menu doesn't always load properly."
"Technical support was helpful."
"Their support needs to be better."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"Its stability and pricing need improvement."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
ConnectWise Automate is ranked 7th in Remote Monitoring and Management (RMM) with 15 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. ConnectWise Automate is rated 7.4, while ServiceNow is rated 8.4. The top reviewer of ConnectWise Automate writes "Responsive, integrates well with other applications, and the technical support is 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 Automate is most compared with Kaseya VSA, ConnectWise RMM, NinjaOne, Microsoft Configuration Manager 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.
