Top Rated
329 Ratings
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Score 7.8 out of 100
437 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • ServiceNow IT Service Management ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.9

ConnectWise Manage

79%
8.1

ServiceNow IT Service Management

81%
ServiceNow IT Service Management ranks higher in 6/9 features

Organize and prioritize service tickets

8.1
81%
79 Ratings
8.9
89%
67 Ratings

Expert directory

7.4
74%
45 Ratings
7.9
79%
51 Ratings

Subscription-based notifications

7.5
75%
52 Ratings
7.4
74%
63 Ratings

ITSM collaboration and documentation

8.0
80%
59 Ratings
8.4
84%
60 Ratings

Ticket creation and submission

7.9
79%
79 Ratings
N/A
0 Ratings

Ticket response

8.3
83%
78 Ratings
N/A
0 Ratings

Service restoration

N/A
0 Ratings
7.8
78%
56 Ratings

Self-service tools

N/A
0 Ratings
7.6
76%
65 Ratings

ITSM reports and dashboards

N/A
0 Ratings
8.3
83%
62 Ratings

Self Help Community

7.8

ConnectWise Manage

78%

ServiceNow IT Service Management

Feature Set Not Supported
N/A
ConnectWise Manage ranks higher in 2/2 features

External knowledge base

8.4
84%
60 Ratings
N/A
0 Ratings

Internal knowledge base

7.2
72%
70 Ratings
N/A
0 Ratings

Multi-Channel Help

7.6

ConnectWise Manage

76%

ServiceNow IT Service Management

Feature Set Not Supported
N/A
ConnectWise Manage ranks higher in 5/5 features

Customer portal

7.3
73%
71 Ratings
N/A
0 Ratings

IVR

8.9
89%
18 Ratings
N/A
0 Ratings

Social integration

7.0
70%
25 Ratings
N/A
0 Ratings

Email support

7.8
78%
71 Ratings
N/A
0 Ratings

Help Desk CRM integration

7.2
72%
67 Ratings
N/A
0 Ratings

ITSM asset management

ConnectWise Manage

Feature Set Not Supported
N/A
7.8

ServiceNow IT Service Management

78%
ServiceNow IT Service Management ranks higher in 3/3 features

Configuration mangement

N/A
0 Ratings
7.7
77%
60 Ratings

Asset management dashboard

N/A
0 Ratings
8.0
80%
59 Ratings

Policy and contract enforcement

N/A
0 Ratings
7.7
77%
53 Ratings

Change management

ConnectWise Manage

Feature Set Not Supported
N/A
8.1

ServiceNow IT Service Management

81%
ServiceNow IT Service Management ranks higher in 3/3 features

Change requests repository

N/A
0 Ratings
8.2
82%
61 Ratings

Change calendar

N/A
0 Ratings
7.8
78%
55 Ratings

Service-level management

N/A
0 Ratings
8.2
82%
57 Ratings

Attribute Ratings

  • ConnectWise Manage is rated higher in 1 area: Online Training
  • ServiceNow IT Service Management is rated higher in 8 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Performance, Support Rating, Implementation Rating, Product Scalability

Likelihood to Recommend

7.0

ConnectWise Manage

70%
111 Ratings
8.7

ServiceNow IT Service Management

87%
79 Ratings

Likelihood to Renew

4.7

ConnectWise Manage

47%
26 Ratings
10.0

ServiceNow IT Service Management

100%
12 Ratings

Usability

5.7

ConnectWise Manage

57%
25 Ratings
6.5

ServiceNow IT Service Management

65%
11 Ratings

Availability

8.0

ConnectWise Manage

80%
7 Ratings
10.0

ServiceNow IT Service Management

100%
2 Ratings

Performance

1.0

ConnectWise Manage

10%
13 Ratings
9.0

ServiceNow IT Service Management

90%
2 Ratings

Support Rating

4.6

ConnectWise Manage

46%
32 Ratings
7.5

ServiceNow IT Service Management

75%
40 Ratings

Online Training

5.0

ConnectWise Manage

50%
8 Ratings
1.0

ServiceNow IT Service Management

10%
1 Rating

Implementation Rating

1.0

ConnectWise Manage

10%
8 Ratings
10.0

ServiceNow IT Service Management

100%
6 Ratings

Product Scalability

1.0

ConnectWise Manage

10%
7 Ratings
10.0

ServiceNow IT Service Management

100%
1 Rating

Likelihood to Recommend

ConnectWise Manage

I really enjoy ConnectWise, it is a massive step forward. The ability to see all departments working towards the same goal and having full visibility on account activity is massive to our business. Only some small tweaks would go a long way to making this even easier for sales managers to keep tabs on active prospects and lead generation.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Anonymous | TrustRadius Reviewer

Pros

ConnectWise Manage

  • Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
  • Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
Alissa Levanway | TrustRadius Reviewer

ServiceNow IT Service Management

  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

ConnectWise Manage

  • I will say the calendar option needs a little bit of work.
  • A calendar that looks more like lets say a Google Calendar would a nice feature.
  • Better Knowledge base section.
  • We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
  • Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
  • A better layout for reporting would also be something good to have.
  • The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
John Trevino | TrustRadius Reviewer

ServiceNow IT Service Management

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

Pricing Details

ConnectWise Manage

General

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

Starting Price

$35 Per Tech Per Month

ConnectWise Manage Editions & Modules

Edition
Subscription$35.001
  1. Per Tech Per Month
Additional Pricing Details

ServiceNow IT Service Management

General

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

Starting Price

$0 per year

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. per year
Additional Pricing Details

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 4.7
Based on 26 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 | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Anonymous | TrustRadius Reviewer

Usability

ConnectWise Manage

ConnectWise Manage 5.7
Based on 25 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 | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

ConnectWise Manage

ConnectWise Manage 8.0
Based on 7 answers
We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.
Farrell Lusher | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
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 | TrustRadius Reviewer

Performance

ConnectWise Manage

ConnectWise Manage 1.0
Based on 13 answers
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
David Pavuk | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

ConnectWise Manage

ConnectWise Manage 4.6
Based on 32 answers
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
Jennifer Henney | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 7.5
Based on 40 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

ConnectWise Manage

ConnectWise Manage 5.0
Based on 8 answers
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.
Graham Green | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 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.
Anonymous | TrustRadius Reviewer

Implementation Rating

ConnectWise Manage

ConnectWise Manage 1.0
Based on 8 answers
Rather than letting them sell you a block of time for implementation, create a list of things that must be completed do declare the implementation complete. The implementer will have the discretion on what they set up and in what order. They will be trying to end their services in as little time as possible and may not get things set up right. You are best advised to hire a third-party wizard that has done many of these setups. Record the audio and video of all of your implementation sessions.
Charlie Meyer | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 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 | TrustRadius Reviewer

Alternatives Considered

ConnectWise Manage

We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.
Daren Anderson, MSIS | TrustRadius Reviewer

ServiceNow IT Service Management

We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
Jessica Rich | TrustRadius Reviewer

Scalability

ConnectWise Manage

ConnectWise Manage 1.0
Based on 7 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
Nicolas Poague | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

ConnectWise Manage

  • At this stage in the game, we have been using the Connectwise Manage product for just one year. This basically means we're just getting out of the honeymoon part of the relationship and will now venture into getting our full value out of the software as we also begin to grow our business. We can't report on our ROI yet but we can't see ourselves living without a great PSA tool either.
  • The software has definitely enabled our projects manager to operate with more focus on the project itself, knowing that the finance details will be visible and closely scrutinized by the CFO prior to having an invoice or agreement created.
Daryn O'Shea | TrustRadius Reviewer

ServiceNow IT Service Management

  • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
  • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
  • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow IT Service Management

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