We performed a comparison between ConnectWise PSA and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It handles ticketing pretty well, and it's not something I have many critiques for."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"The most valuable feature is the management of projects from start to finish."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"It's a nice ticketing system."
"The initial setup isn't too difficult."
"The platform is easy to use."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"ServiceNow provides quite good insights about what is happening in the organization."
"It can scale well if you are managing IT assets."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"If you stick to the out-of-the-box solution, it's an easy setup."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"It needs to be easier to share tickets between users who need to work together."
"ConnectWise PSA’s graphical interface is a little old."
"The custom reporting needs to be improved."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"The speed could be better, and the reporting could be a lot better."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"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."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"The solution’s pricing is expensive and could be improved."
"Needs additional software titles and easier normalization."
"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."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. ConnectWise PSA is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really 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 PSA is most compared with Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS, ManageEngine ServiceDesk Plus and Zendesk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo. See our ConnectWise PSA vs. ServiceNow report.
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