ConnectWise PSA vs ServiceNow comparison

ConnectWise and ServiceNow are both solutions in the Help Desk Software category. ConnectWise is ranked #16 with an average rating of 8.0, while ServiceNow is ranked #1 with an average rating of 8.5. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

ServiceNow and ConnectWise PSA operate in the IT service management and business management categories. ServiceNow appears to have the upper hand due to its extensive configurability and robust customization, preferred by larger enterprises.

Features: ServiceNow is known for its high configurability, allowing extensive customization to align with diverse business processes. It includes pre-built ITIL processes and supports building custom applications, enhanced by a vibrant community and frequent updates. ConnectWise PSA provides a comprehensive suite for business management with integrations with essential business tools and efficient ticketing systems.

Room for Improvement: ServiceNow needs better documentation and support for customizations and performance analytics, along with a simpler licensing model to improve scalability. ConnectWise PSA could enhance its user interface, expand integration with third-party tools, and improve reporting features for a better user experience.

Ease of Deployment and Customer Service: ServiceNow offers flexible deployment options in public, private, and hybrid environments. Its customer support is generally proactive, though some variability exists. ConnectWise PSA is limited to private cloud and on-premises deployments, restricting flexibility. While responsive in troubleshooting, its technical support could better handle a growing user base's diverse issues.

Pricing and ROI: ServiceNow's higher cost is seen as justified by its capabilities, but requires careful licensing negotiation. It delivers substantial ROI, particularly for larger enterprises. ConnectWise PSA offers user-based licensing and competitive pricing with optional modules, suiting smaller teams but scalability could increase expenses. Both platforms can yield substantial ROI if correctly tailored and implemented.

To learn more, read our detailed ConnectWise PSA vs. ServiceNow Report (Updated: June 2026).

Buyer's Guide

ConnectWise PSA vs. ServiceNow

June 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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Quotes from Members

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

Pros

"The saving of efforts within my project has been to the tune of 20% as of now and I am sure that it will improve as we explore the tool more and automate many more processes."

"My clients have seen ROI, as what would take them two to three days in work is now taking them two to three hours."

"I like web automation and SAP application automation."

"I liked the Automation Anywhere University. It was easy and simple. I hoped that it wouldn't take too much of my time, and it didn't, which was good."

"One of the most valuable features is object cloning, the ability to get into websites and do things faster."

"The initial deployment is not difficult at all for someone doing it for the first time."

"Being the end user, we didn't really have to get into a learning curve as such since our vendor partners were able to map everything for us as per our requirements. There was not much training that we had to do."

"The features like IQ Bot and Metabot have helped our organization to gain business trust and provide a greater number of unique solutions to our clients for complex projects."

More Automation Anywhere pros

"The most valuable features of ConnectWise Manage are that it is on the cloud and functions well."

"The most valuable feature is the management of projects from start to finish."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"My tool to manage my devices and my tool for ticketing are all in one."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."

"Contains every feature that a VAR or MSP would want."

"The platform is easy to use."

More ConnectWise PSA pros

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

"Makes ticket information easy to access."

"ServiceNow is faster, easier to use, and configure."

"The flexibility of the product in regards to configuring and customizing it to meet the company needs within a few clicks."

"It has the ability to consolidate different areas of the service desk into one solution."

"It's a great tool."

"Last year, there were three steps for installing or uninstalling software when a user asked us to do so, but by using ServiceNow, when a user opens a ticket or incident, we can automatically run the workflows through the system, and the assistant can automatically go to the user's computer and install or uninstall the software."

"I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there."

More ServiceNow pros

Cons

"What I am suggesting, when using A2019, if there are any additional features to exclude those antivirus scans until after my task is completed, then the antivirus can start scheduling. Then, I can easily tell the client that the priority are running and the Automation Anywhere scans can wait until after the release."

"We would like a better coding interface for developers. We would also like to have a user interface which reduces the time to learn the product so more people in the organization can use software, like Automation Anywhere, quickly automating processes."

"The areas in which the product and service must be improved are in the government sector and ministries such as the Ministry of Education and Health."

"To achieve a perfect ten, I would want to see new features working as expected and further advancements in automation."

"Cognitive services and PDF file automation should be refined."

"The licensing model could be a lot less complex, mainly due to their different structures, which are not straightforward."

"When I change the name of a variable in the Variable Manager, I would really like it to change in the code."

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot. That is something we have seen that none of the bots have been able to really do it because the back-end of those websites do not allow bots to scrap through all these websites and get the relevant data in one place. We would like to see how the bot companies would crack this idea. But, that's why I said, this look weird because of the legal reasons why this cannot be done. This is something that I am looking forward to."

More Automation Anywhere cons

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"Reliability is definitely something that I have issues with, especially over a bad connection."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

"The speed could be better, and the reporting could be a lot better."

"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."

"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."

"The tracking inventory or the way it tracks the products is not very good."

More ConnectWise PSA cons

"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."

"The setup was time-consuming and required a lot of internal resources."

"I do see there's definitely a learning curve involved."

"The user interface for accessing assistance sometimes disconnects."

"When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again."

"It's a very complex tool with a lot of different pieces and it takes a lot of different people to support it because everyone has to be specialized in their own piece."

"There are things that I would like to see improved in ServiceNow, such as the pricing, as it is a very costly solution compared to other tools."

"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."

More ServiceNow cons

Pricing and Cost Advice

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."

"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."

"The price for Automation Anywhere is reasonable."

"The price is a little bit high but the support is good."

"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."

"The pricing of AA is similar to UiPath."

"Annual licensing costs would be about $100,000."

More Automation Anywhere pricing and cost advice

"The pricing of ConnectWise Manage is reasonable."

"We're paying $940 a month for 14 users."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"ServiceNow is an expensive solution."

"In Tunisia, the companies find the licensing costs to be expensive."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"They could be more competitive with their licensing."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

"The product cost is higher than that of other vendors."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

"The cost is quite high."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Construction Company

16%

Financial Services Firm

Performing Arts

Manufacturing Company

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The p...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help ...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing sys...

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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 t...

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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 ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

June 2026

Download ConnectWise PSA product report

Buyer's Guide

ServiceNow

May 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

No data available

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

ServiceNow

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

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

ConnectWise PSA vs. ServiceNow

June 2026

Free Report: ConnectWise PSA vs. ServiceNow

Find out what your peers are saying about ConnectWise PSA vs. ServiceNow and other solutions. Updated: June 2026.

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