22 Ratings
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Score 7.7 out of 100
458 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

5.3

N-able MSP Manager

53%
8.4

ServiceNow IT Service Management

84%
ServiceNow IT Service Management ranks higher in 7/7 features

Organize and prioritize service tickets

4.5
45%
4 Ratings
9.3
93%
67 Ratings

Expert directory

3.5
35%
4 Ratings
8.0
80%
51 Ratings

Service restoration

3.9
39%
2 Ratings
8.0
80%
56 Ratings

Self-service tools

3.5
35%
4 Ratings
8.1
81%
65 Ratings

Subscription-based notifications

7.3
73%
3 Ratings
7.5
75%
63 Ratings

ITSM collaboration and documentation

7.3
73%
3 Ratings
8.7
87%
60 Ratings

ITSM reports and dashboards

7.3
73%
3 Ratings
8.9
89%
62 Ratings

ITSM asset management

6.7

N-able MSP Manager

67%
8.3

ServiceNow IT Service Management

83%
ServiceNow IT Service Management ranks higher in 3/3 features

Configuration mangement

6.3
63%
3 Ratings
8.1
81%
60 Ratings

Asset management dashboard

7.2
72%
3 Ratings
8.4
84%
59 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.2
82%
53 Ratings

Change management

2.8

N-able MSP Manager

28%
8.4

ServiceNow IT Service Management

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

Change calendar

1.0
10%
1 Rating
8.1
81%
56 Ratings

Service-level management

4.5
45%
4 Ratings
8.7
87%
58 Ratings

Change requests repository

N/A
0 Ratings
8.6
86%
62 Ratings

Attribute Ratings

  • ServiceNow IT Service Management is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

4.0

N-able MSP Manager

40%
4 Ratings
9.0

ServiceNow IT Service Management

90%
79 Ratings

Likelihood to Renew

N-able MSP Manager

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
12 Ratings

Usability

N-able MSP Manager

N/A
0 Ratings
6.4

ServiceNow IT Service Management

64%
11 Ratings

Availability

N-able MSP Manager

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
2 Ratings

Performance

N-able MSP Manager

N/A
0 Ratings
9.0

ServiceNow IT Service Management

90%
2 Ratings

Support Rating

3.9

N-able MSP Manager

39%
4 Ratings
7.4

ServiceNow IT Service Management

74%
40 Ratings

Online Training

N-able MSP Manager

N/A
0 Ratings
1.0

ServiceNow IT Service Management

10%
1 Rating

Implementation Rating

N-able MSP Manager

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
6 Ratings

Product Scalability

N-able MSP Manager

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
1 Rating

Likelihood to Recommend

N-able

It's a good company to grow with because as needs change there are more features available.
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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.
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Pros

N-able

  • Web Based
  • Automated Ticket creation
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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

N-able

  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
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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

N-able MSP Manager

Starting Price

Editions & Modules

N-able MSP Manager 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

    N-able

    No answers on this topic

    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

    N-able

    No answers on this topic

    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

    N-able

    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

    N-able

    No answers on this topic

    ServiceNow

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

    Support Rating

    N-able

    They're good at resolving issues when they arise.
    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

    N-able

    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

    N-able

    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

    N-able

    MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
    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

    N-able

    No answers on this topic

    ServiceNow

    ServiceNow works as an enterprise solution.
    Read full review

    Return on Investment

    N-able

    • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
    • Searching for a ticket requires scrolling, wasting time
    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

    Screenshots

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