ConnectWise Automate vs ServiceNow comparison

Read 216 ServiceNow reviews

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7,475 Comparison Views

92% willing to recommend

ConnectWise Automate

Comparison Buyer's Guide

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Executive Summary

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, Atera and others in Remote Monitoring and Management (RMM).

To learn more, read our detailed Remote Monitoring and Management (RMM) Report (Updated: March 2025).

Remote Monitoring and Management (RMM)

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Helped 842,592 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

ConnectWise Automate

Average Rating

7.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Remote Monitoring and Management (RMM) (9th)

ServiceNow

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

216

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. ConnectWise Automate is designed for Remote Monitoring and Management (RMM) and holds a mindshare of 6.8%, down 10.3% compared to last year.
ServiceNow, on the other hand, focuses on IT Service Management (ITSM), holds 24.6% mindshare, down 27.5% since last year.

Remote Monitoring and Management (RMM)

IT Service Management (ITSM)

Featured Reviews

Sean Saeb

Partner and CIO at Caspian IT Group

Responsive, integrates well with other applications, and the technical support is helpful

There is always room for improvement. I haven't had any problems, and they're doing a great job, in my opinion. They're doing quite well. In most cases, when we discover an issue, we report it to their engineers, who then schedule a fix. Normally, when we request something, I can see it happening within three to four months. 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. There is a lot of integration with other applications through Automate, and I believe they are working with all of the industry leaders to get the integration going. I am very pleased to be working with them.

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Somnath Kand

Team Lead at LTI - Larsen & Toubro Infotech

Custom integration and reporting lead to efficient ticket management

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Maybe they could improve the capability to be multi-tenant."

"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's definitely improved the help-desk servicing, et cetera."

"The implementation is nice and easy."

"The initial setup is easy and the deployment is quick."

"The database is great. It's a nicely ordered database."

"A good automated scripts feature."

"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."

More ConnectWise Automate pros

"It offers ready-built automation and simpler configuration for workflows."

"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."

"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

"We have found the service easy to use, although, we have ended up customising a lot of parameters."

"The pricing of the product is quite good. It's not too expensive."

"The most valuable feature is that this is a Cloud solution."

More ServiceNow pros

Cons

"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."

"Scheduling of automation could be improved and made more simple."

"The menu doesn't always load properly."

"Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard."

"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."

"Technical support was helpful."

"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."

"The fixed client for Automate is slow. The web client is not very intuitive."

More ConnectWise Automate cons

"The ability to embed help information onto the screens."

"Very expensive."

"The interface requires an upgrade."

"The high price is a huge barrier in Portugal."

"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."

"I have a problem with the way the solution's price is calculated."

"The solution is lacking in the mobile application area that could be improved."

"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."

More ServiceNow cons

Pricing and Cost Advice

"Pricing and licensing are reasonable."

"I pay $85 a month per user for a ConnectWise package that contains multiple solutions."

"I believe Automate is available for around $2."

"From what I've overheard, it is pretty comparable to other solutions in terms of price."

"It is very expensive because it is a big organization. You have to pay for additional things."

"This is a pretty expensive product, so the licensing could be better."

"It is an expensive platform."

"The CapEx version is great."

"ServiceNow's pricing is comparatively higher than Helix's."

"The mandatory minimum is US$ 20,000 for licensing."

"The licensing expenses are excessively high."

"I have found the solution very expensive."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Remote Monitoring and Management (RMM) solutions are best for your needs.

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842,592 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

57%

Computer Software Company

Financial Services Firm

Manufacturing Company

Educational Organization

28%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

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What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

Comparisons

SolarWinds NPM vs ConnectWise Automate

Compared 17% of the time

ConnectWise RMM vs ConnectWise Automate

Compared 12% of the time

Microsoft Configuration Manager vs ConnectWise Automate

Compared 11% of the time

NinjaOne vs ConnectWise Automate

Compared 11% of the time

LogMeIn Central vs ConnectWise Automate

Compared 5% of the time

More ConnectWise Automate Competitors

BMC Helix ITSM vs ServiceNow

Compared 8% of the time

Microsoft Power Apps vs ServiceNow

Compared 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

Product Reports

ConnectWise Automate

Download ConnectWise Automate product report

Download ServiceNow product report

Also Known As

LabTech for IT Service Providers, ConnectWise Automate for Corporate IT Departments, ConnectWise Automate for IT Service Providers

No data available

Overview

ConnectWise Automate is an IT management tool that helps deliver IT services at the speed of business. Our remote monitoring and management (RMM) platform provides powerful automation to discover & manage devices, monitor for problems, and automate action. Deliver streamlined reactive and proactive managed services, stop putting out fires, and start focusing on what matters most. See why over 5,500 partners worldwide chose ConnectWise Automate by visiting ConnectWise.com or calling 877-522-8323.

ConnectWise

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

I-M Technology, Mainstay Technologies, PC Works Plus, Integrity IT, Kerkhoff Technologies Inc., Marathon Consulting, Christenberry Sales Company, EDTS, Secom Technology, Ready to View, ARRC Technology, DaVinci Digital, JNR Networks, Quinn Technology Solutions, PCIT, Liberty Technology, Capital Computers & Networks, Atlanta Technology Force, Doberman Technologies, First Column Enterprises, CisCom Solutions

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Remote Monitoring and Management (RMM)