ServiceNow IT Service Management vs. Wrike

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Wrike
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
Wrike is a project management and collaboration software. This solution connects tasks, discussions, and emails to the user’s project plan. Wrike is optimized for agile workflows and aims to help resolve data silos, poor visibility into work status, and missed deadlines and project failures.
$240
per year 2 users (minimum)
Pricing
ServiceNow IT Service ManagementWrike
Editions & Modules
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
Wrike Free
$0
per month per user
Wrike Team
$10
per month (billed annually) per user (2-15 users)
Wrike Business
$25
per month (billed annually) per user (5-200 users)
Apex
Request a quote
per month per user
Pinnacle
Request a quote
per month per user
Offerings
Pricing Offerings
ServiceNow IT Service ManagementWrike
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsITSM 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.Every premium plan begins with a 14-day trial period.
More Pricing Information
Community Pulse
ServiceNow IT Service ManagementWrike
Considered Both Products
ServiceNow IT Service Management

No answer on this topic

Wrike
Chose Wrike
We moved from excel trackers and SharePoint Classic forms/lists to Wrike. We were never able to create a branching logic request form so it was long and cumbersome. We had to manually put together excel sheets from several sources to report out our work so leadership had little …
Features
ServiceNow IT Service ManagementWrike
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow IT Service Management
8.2
75 Ratings
0% below category average
Wrike
-
Ratings
Organize and prioritize service tickets9.074 Ratings00 Ratings
Expert directory8.157 Ratings00 Ratings
Service restoration8.061 Ratings00 Ratings
Self-service tools7.972 Ratings00 Ratings
Subscription-based notifications8.570 Ratings00 Ratings
ITSM collaboration and documentation7.866 Ratings00 Ratings
ITSM reports and dashboards8.169 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ServiceNow IT Service Management
8.1
67 Ratings
2% below category average
Wrike
-
Ratings
Configuration mangement8.066 Ratings00 Ratings
Asset management dashboard7.865 Ratings00 Ratings
Policy and contract enforcement8.457 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ServiceNow IT Service Management
8.5
68 Ratings
1% below category average
Wrike
-
Ratings
Change requests repository8.668 Ratings00 Ratings
Change calendar8.662 Ratings00 Ratings
Service-level management8.464 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Wrike
7.9
905 Ratings
2% above category average
Task Management00 Ratings9.1896 Ratings
Resource Management00 Ratings7.7770 Ratings
Gantt Charts00 Ratings7.9631 Ratings
Scheduling00 Ratings8.2784 Ratings
Workflow Automation00 Ratings7.9773 Ratings
Team Collaboration00 Ratings8.5896 Ratings
Support for Agile Methodology00 Ratings7.6498 Ratings
Support for Waterfall Methodology00 Ratings7.9448 Ratings
Document Management00 Ratings7.5753 Ratings
Email integration00 Ratings7.7676 Ratings
Mobile Access00 Ratings7.8652 Ratings
Timesheet Tracking00 Ratings7.6422 Ratings
Change request and Case Management00 Ratings7.723 Ratings
Budget and Expense Management00 Ratings7.4322 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Wrike
7.8
329 Ratings
1% above category average
Quotes/estimates00 Ratings8.21 Ratings
Invoicing00 Ratings7.63 Ratings
Project & financial reporting00 Ratings7.6324 Ratings
Integration with accounting software00 Ratings7.8195 Ratings
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ServiceNow IT Service ManagementWrike
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
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Score 9.0 out of 10
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Score 8.5 out of 10
Enterprises
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Score 8.5 out of 10
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User Ratings
ServiceNow IT Service ManagementWrike
Likelihood to Recommend
9.4
(80 ratings)
8.5
(892 ratings)
Likelihood to Renew
9.0
(13 ratings)
8.6
(103 ratings)
Usability
9.0
(13 ratings)
8.2
(229 ratings)
Availability
10.0
(1 ratings)
8.1
(24 ratings)
Performance
9.0
(1 ratings)
6.8
(21 ratings)
Support Rating
7.3
(22 ratings)
7.7
(90 ratings)
In-Person Training
-
(0 ratings)
8.2
(5 ratings)
Online Training
1.0
(1 ratings)
8.2
(13 ratings)
Implementation Rating
10.0
(3 ratings)
7.8
(32 ratings)
Configurability
-
(0 ratings)
8.3
(12 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.3
(4 ratings)
Ease of integration
-
(0 ratings)
6.8
(7 ratings)
Product Scalability
10.0
(1 ratings)
8.0
(15 ratings)
Professional Services
-
(0 ratings)
6.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(7 ratings)
Vendor pre-sale
-
(0 ratings)
6.7
(8 ratings)
User Testimonials
ServiceNow IT Service ManagementWrike
Likelihood to Recommend
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.
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Wrike
Wrike is great to keep track of the status of a project: who is doing what, when an item is due, and assigning and reassigning tasks as needed. The one thing I don't like is that, although it is convenient to add links, it opens them in the Wrike window instead of a new tab in your internet browser. I think it is a good platform for projects that have 10 or fewer steps/action items - otherwise, your main page becomes overwhelming.
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Pros
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
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Wrike
  • Keeps projects on track
  • Provides tools that make editing and reviewing tasks much easier
  • Helps our team work effectively and efficiently despite many of us being remote workers
  • Visually accessible on multiple platforms which makes it easy to do work from anywhere
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Cons
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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Wrike
  • Finding projects easier. Unless I pin a project, it can be hard to find again even by searching
  • It would be nice to have an option to add the project name to the end of task names. I implemented this in our workflow when i was a PM and it helps find tasks when you are moving assets or things from one task to the next
  • More reminders for overdue tasks
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Likelihood to Renew
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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Wrike
I wish that Wrike had more drag and drop functionality that would be connected to assignee and also I wish that the finish date of a task would update to the date where you checked completed. It does not do that. Also finishing a task doesn't move the start date of the next task it "protects your time in that way", but our management team wants us to quickly see what we have down the pipeline rather than having to scroll down the list of upcoming tasks.
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Usability
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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Wrike
The platform is intuitive, easy to navigate, and flexible enough to accommodate the complexity of payer contracting workflows. Features such as custom workflows, automated reminders, and real-time collaboration make it simple for our team to stay aligned and efficient. Wrike allows us to track negotiations and related tasks without needing extensive training or technical expertise, which has driven adoption across departments and ensured consistent usage.
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Reliability and Availability
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.
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Wrike
Over two years of (almost) daily usage without outages. Don't remember any errors. I give it 9 only because some Wrike plugins (for online document edit) are based on NPAPI architecture. These types of plugins are being phased out in new browsers, and NPAPI plugins are disabled by default in recent versions of Chrome so you have to do some browser adjustments when you switch browsers or move to another computer.
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Performance
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
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Wrike
Wrike tasks loads fine, but I hate clicking files and wait for a bit of time since it is powerpoint or word, Wrike assumes I want to open those on Wrike. My suggestion is to link it to office 365 so we do not need Wrike based decoder for PPTX and DOCX
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Support Rating
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.
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Wrike
During my learning phase with Wrike, I initially struggled with setting up automation rules and request forms. However, Wrike support was always my go-to, resolving issues within seconds or minutes. Their assistance made the learning process much easier. My best experience was receiving step-by-step screenshots to follow, with the support team on standby until I was completely satisfied.
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In-Person Training
ServiceNow
No answers on this topic
Wrike
We had staff in person provide some training
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Online Training
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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Wrike
I love the Wrike training options. Wrike Discover has tons of courses, learning plans, certifications, etc. This is an area where Wrike definitely shines! I wish these resources were more in your face for new people, because it seems like a lot of coworkers didn't know all of this training was available to them.
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Implementation Rating
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.
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Wrike
There are a lot of bells and whistles in Wrike, and not all of it is easy or intuitive to understand once it's plopped in your lap. It's easier when there are a few choice people who understand Wrike as a platform and articulate it in such a way where it makes it easy to pass it along to others in the group
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Alternatives Considered
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.
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Wrike
We use both monday.com and Wrike. While Monday does have a better user interface, Wrike allows us to have more visibility into tasks where multiple people are collaborating. And also to receive project brief-ins and requests for new projects. We use both differently and I would say for us Wrike is more the collaboration tool than the day to day individual task management tool - and it works great.
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Contract Terms and Pricing Model
ServiceNow
No answers on this topic
Wrike
company purchase
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Scalability
ServiceNow
ServiceNow works as an enterprise solution.
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Wrike
The sky is the limit for what can be done in Wrike. We started with 1 use case and within 5 months we migrated several key business practices over to Wrike because they were easier to manage. Use cases so far: process improvement, management review, corrective actions, maintenance requests, month-end financial closing, and document management. As we grow, it's easy to imagine putting even more into Wrike where it becomes a cornerstone for how we do business
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Professional Services
ServiceNow
No answers on this topic
Wrike
I do not use professional services.
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Return on Investment
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.
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Wrike
  • Wrike has improved our resource management significantly.
  • Wrike has improved the request intake process for us.
  • One negative impact of using Wrike is that we had to include Workato for some customised automations, which were not supported by Unito, but this can be on a need-to basis.
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ScreenShots

ServiceNow IT Service Management Screenshots

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Wrike Screenshots

Screenshot of DashboardsScreenshot of DashboardsScreenshot of DashboardsScreenshot of DashboardsScreenshot of Space workflowsScreenshot of Space workflows