Samanage vs ServiceNow comparison

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92% willing to recommend

Samanage

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and Samanage compete in the IT service management space. ServiceNow has the upper hand in scalability and customization, while Samanage holds an advantage for ease of use and quicker implementation times.

Features: ServiceNow integrates IT and business processes and features workflow automation and extensive integration options, suitable for large-scale environments. Samanage provides a user-friendly design with robust incident management and configurable IT asset management, appealing to smaller organizations.

Ease of Deployment and Customer Service: ServiceNow requires a more involved deployment process due to its complexity but offers extensive customization. Samanage offers a simpler deployment model with intuitive onboarding and faster setup. Its customer service is recognized for responsiveness and an easier start.

Pricing and ROI: ServiceNow incurs higher setup costs, leading to a significant initial investment with long-term ROI through automation and integration. Samanage offers a more competitive pricing structure and quicker financial return for smaller setups due to lower initial costs and efficient deployment.

To learn more, read our detailed Samanage vs. ServiceNow Report (Updated: April 2026).

Samanage vs. ServiceNow

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Helped 893,221 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

Samanage

Ranking in Help Desk Software

26th

Ranking in IT Asset Management

19th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

License Management (10th)

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Asset Management

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.6

Reviews Sentiment

6.8

Number of Reviews

228

Ranking in other categories

Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of Samanage is 1.8%, up from 1.3% compared to the previous year. The mindshare of ServiceNow is 14.2%, down from 23.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
ServiceNow	14.2%
Samanage	1.8%
Other	84.0%

IT Service Management (ITSM)

Featured Reviews

Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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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 best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."

"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."

"The solution has a great filtering feature."

"With it, I can do everything, so I think only our imagination can be the limit of ServiceNow."

"Now, ServiceNow is a leader and its pricing is quite good, quite competitive."

"This solution is a single-storage for our user community to submit help desk tickets."

"If you're looking for a flexible tool that's going to grow with you, that's going to expand your flexibility, or expand your team, or expand how you do things and streamline things, I would do it."

"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."

"From my standpoint, it's the process flexibility."

"ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs."

"Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance."

More ServiceNow pros

Cons

"There are definitely areas for improvement, but so far, so good."

"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

"Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them."

"There was an outage at the ServiceNow data center servers, especially on the eastern site. Two weeks later we found out about it through some other call, not to the engineer and it was not notified anywhere on the system."

"I think some of the things we run into is the patching and how often patches come out to fix stuff."

"The technical support SLA can be improved because sometimes they take a long time to answer our queries."

"ServiceNow might need to improve its capabilities to integrate with third-party tools."

"I don't know where that's going to end because at some point ServiceNow will become a marlock and people will turn away from a 'one solution fits all' and go more into the niches again."

"Just ease of use for people who aren't very technically savvy."

"To me, ServiceNow is a money pit."

More ServiceNow cons

Pricing and Cost Advice

"It is expensive."

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"The price of this solution is expensive."

"The price is okay for us. It's reasonable."

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"Getting the solution up and running is expensive."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"We are happy with the pricing."

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

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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893,221 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Construction Company

16%

Manufacturing Company

13%

Comms Service Provider

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	171

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

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Compared 12% of the time

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Compared 4% of the time

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Compared 4% of the time

Symantec Asset Management Suite vs Samanage

Compared 3% of the time

SolarWinds Service Desk vs Samanage

Compared 3% of the time

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Compared 5% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

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Product Reports

Help Desk Software

Download Samanage product report

Download ServiceNow product report

Overview

Samanage is a cloud-based IT service management platform designed to streamline support operations and improve efficiency. It provides a user-friendly experience tailored for various industries.

Focused on enhancing IT operations, Samanage offers a range of tools that facilitate seamless service delivery and management. Its cloud-native architecture ensures scalability and reliability, while its intuitive design allows users to effectively handle incidents, changes, and assets without extensive training. This adaptability makes it a trusted choice for organizations looking to enhance their IT service management capabilities.

What are the key features of Samanage?

Incident Management: Quickly address and resolve support requests with streamlined processing.
Change Management: Manage changes with comprehensive tracking and implementation protocols.
Asset Management: Optimize the management of IT assets with real-time tracking and lifecycle insights.
Service Catalog: Provide a self-service portal with customizable service offerings.
Knowledge Base: Empower teams with accessible documentation and solutions for common issues.

What benefits can users expect from Samanage?

Improved Efficiency: Automate repetitive tasks to save time and reduce errors.
Cost Reduction: Optimize resource allocation and minimize downtime associated with IT issues.
Enhanced Scalability: Easily scale operations without disruptions, accommodating growth seamlessly.
User Satisfaction: Provide faster and more accurate support, leading to higher satisfaction scores.
Data-Driven Insights: Access actionable analytics to drive informed decision-making.

In industries like healthcare and education, Samanage is implemented to support critical IT infrastructure, ensuring reliable service delivery and compliance with industry-specific regulations. By integrating with existing systems, it enhances efficiency while maintaining a focus on security and user privacy.

SolarWinds

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.

Sample Customers

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

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

Samanage vs. ServiceNow