ConnectWise Automate vs ServiceNow comparison

The compared ConnectWise and ServiceNow solutions aren't in the same category. ConnectWise is ranked #9 in RMM , and holds a 7.0% mindshare in the category. ServiceNow is ranked #1 in ISM , with an average rating of 8.6, and holds a 15.9% mindshare. Additionally, 85% of ConnectWise users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.

ConnectWise Automate

Read 15 ConnectWise Automate reviews

1,650 Views
1,089 Comparison Views

85% willing to recommend

ServiceNow

Read 224 ServiceNow reviews

23,781 Views
8,323 Comparison Views

91% willing to recommend

ConnectWise Automate

ServiceNow

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

To learn more, read our detailed Remote Monitoring and Management (RMM) Report (Updated: January 2026).

Buyer's Guide

Remote Monitoring and Management (RMM)

January 2026

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Helped 881,733 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

8.6

Reviews Sentiment

6.8

Number of Reviews

224

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 7.0%, down 7.3% compared to last year.
ServiceNow, on the other hand, focuses on IT Service Management (ITSM), holds 15.9% mindshare, down 24.8% since last year.

Remote Monitoring and Management (RMM) Market Share Distribution
Product	Market Share (%)
ConnectWise Automate	7.0%
Kaseya VSA	15.8%
NinjaOne	11.4%
Other	65.8%

Remote Monitoring and Management (RMM)

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
ServiceNow	15.9%
JIRA Service Management	7.3%
BMC Helix ITSM	5.7%
Other	71.1%

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.

Read full review

MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

Seamless data integration and advanced automation improve service delivery efficiency

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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

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

"ConnectWise Automate's interface is pretty easy to use. It's pretty intuitive to get around and navigate it. It does what I need, which is usually connecting to the client and customers systems."

"Remote access and detailed monitoring help us support our equipment."

"It is very scalable."

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

"It allows us to manage all client requests, jobs and invoicing."

"This product saves us a lot of time and increases our efficiency."

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

More ConnectWise Automate pros

"SPM and ITSM features are the most helpful."

"The solution has a user-friendly interface."

"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."

"The solution's initial setup process is easy."

"For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features."

"It is easily configurable and has a good developer society online, available for any issues from the backend."

"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."

"The analytics - we like to keep track of how much work everyone is doing."

More ServiceNow pros

Cons

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

"In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be."

"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 project management needs improvement and there's a section of the product called configuration that also needs to be improved."

"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."

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

"Technical support was helpful."

"The menu doesn't always load properly."

More ConnectWise Automate cons

"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."

"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."

"ServiceNow's customization is not too agile in those cases; it takes a little bit of time."

"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."

"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."

"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."

"Licensing costs are very high."

"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."

More ServiceNow cons

Pricing and Cost Advice

"Pricing and licensing are reasonable."

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

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

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

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"ServiceNow is an expensive solution."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

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

"The licensing expenses are excessively high."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

"The licenses are expensive."

"$230 per user."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

10%

Computer Software Company

Healthcare Company

Outsourcing Company

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	166

Questions from the Community

Ask a question

Earn 20 points

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...

See all answers

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 ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

Comparisons

Kaseya VSA vs ConnectWise Automate

Compared 29% of the time

Datto Remote Monitoring and Management vs ConnectWise Automate

Compared 16% of the time

Atera vs ConnectWise Automate

Compared 9% of the time

NinjaOne vs ConnectWise Automate

Compared 8% of the time

N-able N-sight Remote Monitoring & Management vs ConnectWise Automate

Compared 7% of the time

More ConnectWise Automate Competitors

BMC Helix ITSM vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

Pega Platform vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

ConnectWise Automate

February 2026

Download ConnectWise Automate product report

Buyer's Guide

ServiceNow

January 2026

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.”

ServiceNow

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

Buyer's Guide

Remote Monitoring and Management (RMM)

January 2026

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