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)."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."
"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 is very scalable."
"It's definitely improved the help-desk servicing, et cetera."
"The initial setup is easy and the deployment is quick."
"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."
"The implementation is nice and easy."
"The subsequent chain of tasks, I believe, is valuable."
"The most valuable feature is that this is a Cloud solution."
"The workflow makes things extremely efficient and it improves effectiveness."
"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."
"There are many expansions available."
"I like that it's always up and running."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"The solution integrates well with other products."
"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 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."
"Their support needs to be better."
"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 menu doesn't always load properly."
"They always change the GUI to some dumb-down version of tiles which are more "user-friendly", but slows my team down in the end."
"The project management needs improvement and there's a section of the product called configuration that also needs to be improved."
"Technical support was helpful."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"Compared to other products that I have been using, it is not as user-friendly."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"The solution could improve by being more stable."
"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."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"Making a mobile version would be helpful."
"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."
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 ConnectWise RMM, Kaseya VSA, NinjaOne, Microsoft Configuration Manager and Atera, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo.
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