What users are saying about
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Top Rated
215 Ratings
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Top Rated
281 Ratings

ConnectWise Manage

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Top Rated
215 Ratings
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Score 8.1 out of 101

ServiceNow

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Top Rated
281 Ratings
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Score 8.1 out of 101

Likelihood to Recommend

ConnectWise Manage

Great as an MSP or company that extends credit to all clients and works remotely or onsite at client locations collecting payment through checks. Is horrible for any sale to be made on demand in a retail setting or repair shop where clients come to you and pay with cash or credit card.
William Stasak profile photo

ServiceNow

ServiceNow is a perfect and great fit for A to B style helpdesk ticketing! I would tend to shy away from this product is your project management shop is on the medium or larger scale. It is ok for smaller projects but not for large complex, multi-team projects. ServiceNow is also great for establishing routine and frequently used workflows that you want to publish to an external or public customer base. There is a lot of potential to relieve a lot of administrative overhead but it requires a lot of back end work to see those results.
Jesse Bickel, MS - PMP profile photo

Feature Rating Comparison

Incident and problem management

ConnectWise Manage
7.2
ServiceNow
8.5
Organize and prioritize service tickets
ConnectWise Manage
8.2
ServiceNow
9.1
Expert directory
ConnectWise Manage
6.4
ServiceNow
8.1
Subscription-based notifications
ConnectWise Manage
5.7
ServiceNow
8.3
ITSM collaboration and documentation
ConnectWise Manage
6.1
ServiceNow
8.4
Ticket creation and submission
ConnectWise Manage
8.4
ServiceNow
Ticket response
ConnectWise Manage
8.6
ServiceNow
Service restoration
ConnectWise Manage
ServiceNow
8.6
Self-service tools
ConnectWise Manage
ServiceNow
8.6
ITSM reports and dashboards
ConnectWise Manage
ServiceNow
8.3

Self Help Community

ConnectWise Manage
6.8
ServiceNow
External knowledge base
ConnectWise Manage
6.8
ServiceNow
Internal knowledge base
ConnectWise Manage
6.7
ServiceNow

Multi-Channel Help

ConnectWise Manage
6.8
ServiceNow
Customer portal
ConnectWise Manage
7.0
ServiceNow
IVR
ConnectWise Manage
5.3
ServiceNow
Social integration
ConnectWise Manage
5.8
ServiceNow
Email support
ConnectWise Manage
7.5
ServiceNow
Help Desk CRM integration
ConnectWise Manage
8.4
ServiceNow

ITSM asset management

ConnectWise Manage
ServiceNow
8.1
Configuration mangement
ConnectWise Manage
ServiceNow
8.2
Asset management dashboard
ConnectWise Manage
ServiceNow
8.2
Policy and contract enforcement
ConnectWise Manage
ServiceNow
7.8

Change management

ConnectWise Manage
ServiceNow
8.8
Change requests repository
ConnectWise Manage
ServiceNow
9.0
Change calendar
ConnectWise Manage
ServiceNow
8.6
Service-level management
ConnectWise Manage
ServiceNow
8.8

Pros

ConnectWise Manage

  • Ticketing system works great for a help desk.
  • Help desk tickets get opened easy from RMM and through email from clients.
  • Configurations are easily tracked for companies and sites.
William Stasak profile photo

ServiceNow

  • Request Management - ServiceNow's front end facing catalog is a fantastic cost-wise approach to expose the repetitive request-able functions your organization can offer to your company. Cost/Chargeback functions can be included effortlessly. Baking in Knowledge throughout the catalog like experience (to promote self service) is effortless. If you can organize your team into repeatable processes, then ServiceNow can take everyone out of email and spreadsheets, and into a fully transparent, documented, automated workflow to deliver each and every step of that process.
  • Alerting / Monitoring - ServiceNow provides the tables/functionality you would need to store, organize and report on all monitoring tools in your portfolio. Importing information into ServiceNow is decidedly easy. Enriching data within ServiceNow is straightforward and benefits from all other business / infrastructure related content that you store on the platform. Using Discovery alongside monitoring tools provides the capabilities and flexibility needed to protect and run daily operations needed to support a growing and thriving company that Wayfair is.
  • CMDB / Discovery - Very easy, licensing the technology that comes with Discovery is the single easier decision you can make to provide the level of support, transparency and consistency your infrastructure teams require to stay ahead of issues...and act quickly when they are happening.
  • Backend Support - If you size dictates it, purchase the technical support from ServiceNow. They react quickly and with a solution your team can actually use to solve both short and long-term roadblocks.
Anthony Zappala profile photo

Cons

ConnectWise Manage

  • Customer ticket portal is cumbersome and not easy to use.
  • Payments can not be taken by cash or credit card easily or without third party software.
  • A Point of Sale would be a great add on as selling something in store is hard in CW as you need to creat a quote then and invoice and payment can not be made on the ticket with credit card in person or by cash with a cash drawer.
William Stasak profile photo

ServiceNow

  • Pricing - we all want to expose as much as our data as we can, internally. Easy reporting makes happy employees, and happy employee's stay productive. ServiceNow allows you to expose a front-end catalog like experience to all users in your company...but restricts their intuitive and fantastic back-end reporting capabilities to a subset of paid (sometimes expensive) users. The trick is finding our where you can and cannot compromise on functionality and experience. Sometimes you need to buy a license for a team, sometimes you can provide on-demand reporting functionality. Really depends case by case.
  • Widget Flexibility - Allowing non-dev users to build their own widgets. Make the tool more friendly (no-code) to non-development/front-end only users. I would love to support a widget or piece of functionality which allows users to customize their ServiceNow catalog experience or reporting without my team's involvement.
  • Better back-end reporting - reporting on system tables or core data is not always accessible via ServiceNow reporting/logging. I have often found myself at a roadblock to report on simple statistics like page views or number of clicks. We want to understand how our users are engaging in the platform, but there is a lack of reportable tables/metadata to help us build this picture.
Anthony Zappala profile photo

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 8.6
Based on 22 answers
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
Delano Collins profile photo

ServiceNow

ServiceNow 9.9
Based on 12 answers
Supports all ITIL processes and easy to manage. Good Return on Investment for our organization.
No photo available

Usability

ConnectWise Manage

ConnectWise Manage 8.0
Based on 15 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
Wes Jensen profile photo

ServiceNow

ServiceNow 9.9
Based on 7 answers
Some things are easy, while other things are hard
Michael Sypes profile photo

Reliability and Availability

ConnectWise Manage

ConnectWise Manage 9.1
Based on 3 answers
The CW PSA is extremely stable and has very little incident of needing reboots or the like.
David Pavuk profile photo

ServiceNow

ServiceNow 10.0
Based on 1 answer
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes profile photo

Performance

ConnectWise Manage

ConnectWise Manage 8.1
Based on 6 answers
System freezes, slow searches.
Delano Collins profile photo

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

ConnectWise Manage

ConnectWise Manage 5.5
Based on 10 answers
We give up on our support requests frequently because more often than not they seem to end up in the black hole of development, and we have to build some kind of work around for an element that we are paying for.
Shael Risman profile photo

ServiceNow

ServiceNow 10.0
Based on 4 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

Online Training

ConnectWise Manage

ConnectWise Manage 6.3
Based on 7 answers
They're online training courses, specifically the online videos, are very professionally done and are kept up to date.
Nicolas Poague profile photo

ServiceNow

ServiceNow 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
No photo available

Implementation

ConnectWise Manage

ConnectWise Manage 7.0
Based on 2 answers
Thoroughly review the training at ConnectWise University BEFORE starting. Ask questions to other partners - there is a huge community that is more than willing to help. Lastly, I recommend getting ConnectWise Consulting to help - it's a BIG product, and the money you spend on consulting will pay for itself by helping you and your team get off to a running start (in the right direction)
Delano Collins profile photo

ServiceNow

ServiceNow 10.0
Based on 3 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins profile photo

Alternatives Considered

ConnectWise Manage

ConnectWise Manage is a far superior product to Salesforce and to Autotask in many ways. First, neither has the ability to integrate with other software programs like ConnectWise does. This integration makes working with Connectwise so much easier, as we do not have to duplicate our efforts in two or three different systems; they simply flow one into the other. Secondly, ConnectWise has the client concept of "Cradle to Death." In other words, ConnectWise handles the client from inception as a marketing lead to on-boarding to project management to billing to departure, if that be the case. The other two CRMs that I used did not go to the level of detail that ConnectWise does nor from such a depth perspective. Connectwise is continuously working to improve its product and add new features to make it better. My experience with the others was not in that vein.
Dean Lause profile photo

ServiceNow

Transitioning over to SN was a concise and easy process. No data loss and not a long wait to be up and running. The biggest notice off the bat was how much quicker and simpler SN is to use compared to predecessors. Customization and Reporting. Everyone wants his/her own report with specific content, organized in a way pertinent to them. SN allows for this, and more!
Ryan Weller profile photo

Scalability

ConnectWise Manage

ConnectWise Manage 8.0
Based on 6 answers
Our business is growing organically at the rate of 25% to 30% per annum. CW is able to cope with the increased data effectively. Obviously as our business grows the reliance on good data, systems and processes becomes even more paramount. CW has had a real positive impact on the way our business operates. We need to look at further automation
Graham Green profile photo

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Return on Investment

ConnectWise Manage

  • Billable time tracking much easier.
  • Transparency into project costs.
  • Definitely think positive ROI on CW at this point (2 years implemented).
Glen Gehrkens, PHR, SHRM-CP profile photo

ServiceNow

  • We have invested heavily in ServiceNow in terms of development. It's paid dividends in the form of customers who often choose us partly because we integrate with their ServiceNow instance.
  • The customization available in ServiceNow has helped us manage our ticketload in a timely manner.
  • As we add modules to ServiceNow, it continues to be a force multiplier for our operations team.
No photo available

Screenshots

ServiceNow

Pricing Details

ConnectWise Manage

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

ServiceNow

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Add comparison