What users are saying about
124 Ratings
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Score 8 out of 100
457 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • ServiceNow IT Service Management ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.1

Autotask PSA

71%
8.3

ServiceNow IT Service Management

83%
ServiceNow IT Service Management ranks higher in 7/7 features

Organize and prioritize service tickets

7.6
76%
29 Ratings
9.3
93%
67 Ratings

Expert directory

7.5
75%
23 Ratings
8.0
80%
51 Ratings

Service restoration

6.7
67%
19 Ratings
8.0
80%
56 Ratings

Self-service tools

7.0
70%
23 Ratings
8.1
81%
65 Ratings

Subscription-based notifications

7.4
74%
20 Ratings
7.5
75%
63 Ratings

ITSM collaboration and documentation

5.7
57%
20 Ratings
8.7
87%
60 Ratings

ITSM reports and dashboards

7.8
78%
23 Ratings
8.8
88%
62 Ratings

ITSM asset management

7.1

Autotask PSA

71%
8.2

ServiceNow IT Service Management

82%
ServiceNow IT Service Management ranks higher in 3/3 features

Configuration mangement

6.9
69%
22 Ratings
8.1
81%
60 Ratings

Asset management dashboard

6.4
64%
20 Ratings
8.4
84%
59 Ratings

Policy and contract enforcement

8.0
80%
17 Ratings
8.2
82%
53 Ratings

Change management

7.5

Autotask PSA

75%
8.4

ServiceNow IT Service Management

84%
ServiceNow IT Service Management ranks higher in 3/3 features

Change requests repository

7.3
73%
24 Ratings
8.6
86%
62 Ratings

Change calendar

7.0
70%
19 Ratings
8.1
81%
56 Ratings

Service-level management

8.3
83%
26 Ratings
8.6
86%
58 Ratings

Attribute Ratings

  • Datto Autotask PSA is rated higher in 2 areas: Usability, Support Rating
  • ServiceNow IT Service Management is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

Likelihood to Recommend

7.6

Autotask PSA

76%
29 Ratings
8.9

ServiceNow IT Service Management

89%
79 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
10.0

ServiceNow IT Service Management

100%
12 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating
6.4

ServiceNow IT Service Management

64%
11 Ratings

Availability

Autotask PSA

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
2 Ratings

Performance

Autotask PSA

N/A
0 Ratings
9.0

ServiceNow IT Service Management

90%
2 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
7.4

ServiceNow IT Service Management

74%
40 Ratings

Online Training

Autotask PSA

N/A
0 Ratings
1.0

ServiceNow IT Service Management

10%
1 Rating

Implementation Rating

Autotask PSA

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
6 Ratings

Product Scalability

Autotask PSA

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
1 Rating

Likelihood to Recommend

Datto Inc

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
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ServiceNow

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.
Read full review

Pros

Datto Inc

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
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ServiceNow

  • 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.
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Cons

Datto Inc

  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
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ServiceNow

  • 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!
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Pricing Details

Autotask PSA

Starting Price

Editions & Modules

Autotask PSA editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    ServiceNow IT Service Management

    Starting Price

    $0 per year

    Editions & Modules

    ServiceNow IT Service Management editions and modules pricing
    EditionModules
    Starting Price$10,000.001

    Footnotes

    1. per year

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Datto Inc

    After using multiple products on the market, Autotask was intuitive and easy to manage.
    Read full review

    ServiceNow

    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.
    Read full review

    Usability

    Datto Inc

    The work flow is much better then other competitors
    Read full review

    ServiceNow

    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.
    Read full review

    Reliability and Availability

    Datto Inc

    No answers on this topic

    ServiceNow

    We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
    Read full review

    Performance

    Datto Inc

    No answers on this topic

    ServiceNow

    For a massive system, page loads are reasonably quick, including searches.
    Read full review

    Support Rating

    Datto Inc

    They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
    Read full review

    ServiceNow

    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.
    Read full review

    Online Training

    Datto Inc

    No answers on this topic

    ServiceNow

    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.
    Read full review

    Implementation Rating

    Datto Inc

    No answers on this topic

    ServiceNow

    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.
    Read full review

    Alternatives Considered

    Datto Inc

    The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
    Read full review

    ServiceNow

    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.
    Read full review

    Scalability

    Datto Inc

    No answers on this topic

    ServiceNow

    ServiceNow works as an enterprise solution.
    Read full review

    Return on Investment

    Datto Inc

    • We were able to identify the profitability of our entire client base.
    • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
    • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
    • Autotask is the heartbeat of our operation.
    Read full review

    ServiceNow

    • 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
    Read full review

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