We performed a comparison between ConnectWise Automate and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about NinjaOne, Kaseya, TeamViewer and others in Remote Monitoring and Management (RMM)."We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."
"A good automated scripts feature."
"It's a very good IT tool for a company that provides IT services. It is very helpful for technicians to work with the tool to see all of the customers in one place and then manage all of the computers in one place."
"It is very scalable."
"Scripting and patch management are really important for us. Patch Manager is something that we use a lot, and we would love to have it continually improved. It is one of the most useful features for us for controlling patches and other things for different clients."
"The most value we get from this solution is that everything is on a patch cycle."
"The initial setup is easy and the deployment is quick."
"It's definitely improved the help-desk servicing, et cetera."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"ServiceNow provides quite good insights about what is happening in the organization."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"Identifies better ways to license software or eliminate unused software to save money."
"There could be better linkages between ConnectWise Automate and Manage from a ticketing perspective. Automate and Manage each has its own ticketing system. We use the one in Manage, but it'd be nice if they were linked directly to the one in Automate."
"Their support needs to be better."
"This is a raw system. Of course, it has some flaws that could be improved. But, it's something that we will have to work with to get to the point where we need this, we request it and they do their best to make it happen."
"I have a problem with the reports available on the solution. I don't understand how to work with the reporting functionality. For example, when I want to give a report for a specific machine, ConnectWise doesn't seem to have this as an option. I'm not sure if I'm missing something, or if the reporting functionality is just poorly conceived."
"Scheduling of automation could be improved and made more simple."
"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."
"The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly."
"We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"I do not like the user interface."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
ConnectWise Automate is ranked 7th in Remote Monitoring and Management (RMM) with 15 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. ConnectWise Automate is rated 7.4, while ServiceNow is rated 8.4. The top reviewer of ConnectWise Automate writes "Responsive, integrates well with other applications, and the technical support is helpful". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ConnectWise Automate is most compared with ConnectWise RMM, Kaseya VSA, NinjaOne, Microsoft Configuration Manager and Atera, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo.
We monitor all Remote Monitoring and Management (RMM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
