LogMeIn Resolve vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
LogMeIn Resolve
Score 8.8 out of 10
N/A
LogMeIn Resolve is an IT management and support solution designed to help organizations take control of their IT infrastructure. The platform combines features like remote monitoring, access, and support with tools such as ticketing, AI-assisted task automation, and patch management.
$29
per month
ServiceNow IT Service Management
Score 8.2 out of 10
N/A
Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.N/A
Pricing
LogMeIn ResolveServiceNow IT Service Management
Editions & Modules
Remote Access
$29
per month
Remote Support Plus
$55
per month
Standard Endpoint Management
$70
per month
Premium Endpoint Management
$78
per month
Premium
Contact Sales
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
Offerings
Pricing Offerings
LogMeIn ResolveServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscount available for annual pricing. MDM is available as a standalone or as an add-on. Additional endpoints and agents and save up to 20%ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
More Pricing Information
Community Pulse
LogMeIn ResolveServiceNow IT Service Management
Considered Both Products
LogMeIn Resolve
Chose LogMeIn Resolve
ServiceNow is robust and highly scalable, often favored by larger enterprises, while Zendesk and Freshservice offer user-friendly interfaces and customizable workflows that cater to smaller to mid-sized businesses.
Now, comparing GoTo Resolve to these platforms, it stands out …
Chose LogMeIn Resolve
GoToAssist doesn't have the same mobile support as Bomgar, but from what I understand has a lower price. Which is why the team went for GoToAssist.
ServiceNow IT Service Management
Chose ServiceNow IT Service Management
Task management is easy in ServiceNow compared to JIRA, Freshdesk, and other tools. Asset management and change management is easy in ServiceNow. Community support is the major advantage for ServiceNow. The API and extensibility of ServiceNow are very high. Considering …
Features
LogMeIn ResolveServiceNow IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
LogMeIn Resolve
-
Ratings
ServiceNow IT Service Management
8.2
75 Ratings
0% below category average
Organize and prioritize service tickets00 Ratings9.074 Ratings
Expert directory00 Ratings8.157 Ratings
Service restoration00 Ratings8.061 Ratings
Self-service tools00 Ratings7.972 Ratings
Subscription-based notifications00 Ratings8.570 Ratings
ITSM collaboration and documentation00 Ratings7.866 Ratings
ITSM reports and dashboards00 Ratings8.169 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
LogMeIn Resolve
-
Ratings
ServiceNow IT Service Management
8.1
67 Ratings
2% below category average
Configuration mangement00 Ratings8.066 Ratings
Asset management dashboard00 Ratings7.865 Ratings
Policy and contract enforcement00 Ratings8.457 Ratings
Change management
Comparison of Change management features of Product A and Product B
LogMeIn Resolve
-
Ratings
ServiceNow IT Service Management
8.5
68 Ratings
1% below category average
Change requests repository00 Ratings8.668 Ratings
Change calendar00 Ratings8.662 Ratings
Service-level management00 Ratings8.464 Ratings
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LogMeIn ResolveServiceNow IT Service Management
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Medium-sized Companies
KACE Systems Management Appliance
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Score 8.1 out of 10
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Enterprises
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KACE Systems Management Appliance
Score 8.1 out of 10
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Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
LogMeIn ResolveServiceNow IT Service Management
Likelihood to Recommend
8.3
(118 ratings)
9.4
(80 ratings)
Likelihood to Renew
6.9
(17 ratings)
9.0
(13 ratings)
Usability
8.2
(98 ratings)
9.0
(13 ratings)
Availability
9.1
(3 ratings)
10.0
(1 ratings)
Performance
6.4
(2 ratings)
9.0
(1 ratings)
Support Rating
9.1
(7 ratings)
7.3
(22 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
1.0
(1 ratings)
Implementation Rating
9.1
(5 ratings)
10.0
(3 ratings)
Configurability
9.1
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
10.0
(1 ratings)
Professional Services
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
LogMeIn ResolveServiceNow IT Service Management
Likelihood to Recommend
GoTo (formerly LogMeIn)
I don't think I have ever encountered a scenario where LogMeIn is inappropriate. I work directly with customers 80% of the time, and even when I need to help a fellow IT professional out, LogMeIn is my go-to option. Viewing and reviewing all the units I manage is very helpful; it saves me a lot of time, especially after the frequent long-term power outages (where it surpasses the USP's protection) we often experience in our area.
Read full review
ServiceNow
In terms of reporting, it has helped us a lot. Very easy to find an audit trail of who did what, when, and how long. It used to take us too long to figure out what was going wrong, and now we have clear monitoring on everything. The splitting of our smaller IT team into a larger one with 2 teams was also made easier with the auto-assignment, categorization, and escalation features. Approval processes take less time now. We have clear permissions set up for the manager and both teams.
Read full review
Pros
GoTo (formerly LogMeIn)
  • Performs well for remote access in terms of speed - there isn't much lag on fast networks.
  • Provides an easy way to share files with the client which stramlines the support process.
  • GoTo Support has been responsive when I've needed help.
Read full review
ServiceNow
  • Integration
  • Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
  • Reporting. Great store of MIS reports and will let you to create custom reports
  • Visual Task Boards - use it as Kanban boards
Read full review
Cons
GoTo (formerly LogMeIn)
  • More flexibility with customizing the agent dashboard
  • Change the support interface to make simultaneous remote session a bit more accessible on the left-side menu
  • Include detailed instructions on the agent's screen when helping a Mac user run through all the necessary permissions needed to connect
Read full review
ServiceNow
  • Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
  • Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
  • It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
  • I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.
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Likelihood to Renew
GoTo (formerly LogMeIn)
I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.
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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.
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Usability
GoTo (formerly LogMeIn)
Navigation is easy and friendly. It does almost everything, but being cloud, it gets slow. Session recording is allowed. Zoom in and out feature works very well, especially during remote sessions and multiple machine sessions simultaneously. Dual-screen monitors are accessible. East and convenient user interface. The diagnostics feature is outstanding, and it gives detailed diagnostics of the system. So these are the pros that prompt me to provide such ratings.
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.
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Reliability and Availability
GoTo (formerly LogMeIn)
Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.
Read full review
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
GoTo (formerly LogMeIn)
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.
Read full review
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
GoTo (formerly LogMeIn)
Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security
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
In-Person Training
GoTo (formerly LogMeIn)
we did not have in person training
Read full review
ServiceNow
No answers on this topic
Online Training
GoTo (formerly LogMeIn)
n/a - wasnt in attendance
Read full review
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.
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Implementation Rating
GoTo (formerly LogMeIn)
GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.
Read full review
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
GoTo (formerly LogMeIn)
I previously used Dameware but since they came out with the new version, I find it difficult to use. Many times, it takes a long time to connect using Dameware and the added time if it connects at all adds to the user's frustration as well as my own
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
Contract Terms and Pricing Model
GoTo (formerly LogMeIn)
I wasn't involved with this element of the sale/purchase
Read full review
ServiceNow
No answers on this topic
Scalability
GoTo (formerly LogMeIn)
The system was implemented quite quickly and easily.
Read full review
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Professional Services
GoTo (formerly LogMeIn)
I wasn't involved with this element of the sale/purchase
Read full review
ServiceNow
No answers on this topic
Return on Investment
GoTo (formerly LogMeIn)
  • We are able to solve 99% of technical issues remotely.
  • Our productivity rate has increased because we are able to conveniently seek out assistance in the matter of a few minutes.
  • As this is compatible with Microsoft products like teams, this has allowed us to collaborate and save time and money by using existing software to submit tickets for assistance.
Read full review
ServiceNow
  • We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
  • The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
  • The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.
Read full review
ScreenShots

LogMeIn Resolve Screenshots

Screenshot of LogMeIn Resolve Device QuickviewScreenshot of LogMeIn Resolve - DevicesScreenshot of LogMeIn Resolve - Guided Agent FlowScreenshot of LogMeIn Resolve MS Teams TicketingScreenshot of LogMeIn Resolve Support SessionScreenshot of LogMeIn Resolve Tickets Board

ServiceNow IT Service Management Screenshots

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