# Kaseya BMS vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in **automation and integration** , with users praising its seamless ticket routing and deep integration with the CMDB. This centralizes all active incidents into a single interface, making it easier to monitor complex user requests.
- **Users say** Kaseya BMS offers a powerful suite of management tools, highlighting its **seamless integrations** that require minimal input after initial setup. This feature is particularly appreciated by small businesses looking for efficiency in their operations.
- **According to verified reviews** , ServiceNow's customization capabilities stand out, allowing users to design dashboards based on SLA and OLA standards. This flexibility is a significant advantage for enterprises needing tailored solutions.
- **Reviewers mention** that Kaseya BMS provides a user-friendly experience with its ticket categorization and tagging features, which help streamline support processes. However, some users feel it may not fully meet their specific workflow needs.
- **G2 reviewers highlight** the quality of support for ServiceNow IT Service Management, noting its high ratings in this area. Users appreciate the responsive assistance, which is crucial for maintaining smooth IT operations.
- **Users express mixed feelings** about Kaseya BMS's overall performance, with some noting challenges in configuration and setup. While it has strong features for small businesses, it may not be as robust as ServiceNow for larger enterprises.



| | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 41 | 1,902 | 
| **Largest Market Segment** | Small-Business (77.5% of reviews) | Enterprise (73.1% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Kaseya BMS

Pros:
- Efficiency (3 reviews)
- Automation (2 reviews)

Cons:
- Integration Issues (1 reviews)
- Missing Features (1 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.6 (25 reviews) | 8.9 (920 reviews) | 
  | **Ease of Use** | 8.4 (28 reviews) | 8.5 (1384 reviews) | 
  | **Ease of Setup** | 8.1 (23 reviews) | 8.2 (768 reviews) | 
  | **Ease of Admin** | 8.5 (20 reviews) | 8.6 (337 reviews) | 
  | **Quality of Support** | 7.8 (26 reviews) | 8.6 (1003 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.0 (19 reviews) | 8.9 (332 reviews) | 
  | **Product Direction (% positive)** | 7.2 (25 reviews) | 8.9 (919 reviews) | 

---
## Pricing

### Kaseya BMS

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | 8.4/10 | 10 |
| **ServiceNow IT Service Management** | 8.5/10 | 676 |

#### Administration

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 7.8 (10 reviews) ✓ Verified | 9.2 (334 reviews) ✓ Verified | 
| **Asset Management** | 8.0 (9 reviews) ✓ Verified | 8.8 (258 reviews) ✓ Verified | 
| **Reports & Analytics** | 7.4 (9 reviews) ✓ Verified | 8.8 (324 reviews) ✓ Verified | 

#### Service Desk

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.3 (10 reviews) ✓ Verified | 9.4 (403 reviews) ✓ Verified | 
| **Incident Reports** | 8.7 (10 reviews) ✓ Verified | 9.3 (325 reviews) ✓ Verified | 
| **Process Workflow** | 9.2 (10 reviews) ✓ Verified | 9.1 (374 reviews) ✓ Verified | 

#### Management

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 7.4 (9 reviews) ✓ Verified | 8.9 (324 reviews) ✓ Verified | 
| **Administration Console** | 9.3 (9 reviews) ✓ Verified | 8.7 (244 reviews) ✓ Verified | 
| **Access Management** | 9.1 (9 reviews) ✓ Verified | 8.8 (242 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (10 reviews) ✓ Verified | 8.9 (241 reviews) ✓ Verified | 
| **Policy Dictation** | 7.8 (9 reviews) | 8.4 (221 reviews) | 

#### Functionality

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.4 (8 reviews) ✓ Verified | 9.5 (416 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (9 reviews) | 8.7 (229 reviews) | 
| **Alerting** | 8.1 (9 reviews) ✓ Verified | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | 8.3 (8 reviews) ✓ Verified | 9.0 (347 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (140 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 311 |

#### Monitoring

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (240 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (252 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (236 reviews) ✓ Verified | 

#### Generative AI

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (107 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.8 (29 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 404 |

#### Incident Management

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 9.0 (330 reviews) | 
| **Ticket Prioritization** | Not enough data | 9.0 (325 reviews) | 
| **Ticket Notifications** | Not enough data | 9.1 (331 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.8 (304 reviews) | 

#### Reporting

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.8 (327 reviews) | 
| **Time Tracking** | Not enough data | 8.8 (290 reviews) | 
| **Surveys** | Not enough data | 8.5 (179 reviews) | 

#### Access & Usability

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.0 (240 reviews) | 
| **Self Service** | Not enough data | 8.8 (304 reviews) | 
| **Active Directory** | Not enough data | 8.5 (263 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


**Unique to ServiceNow IT Service Management (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | Kaseya BMS | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 77.5% | 5.9% | 
| **Mid-Market** | 20.0% | 20.9% | 
| **Enterprise** | 2.5% | 73.1% | 

### By Industry

#### Kaseya BMS

- **Information Technology and Services:** 60.0%
- **Computer & Network Security:** 12.5%
- **Farming:** 7.5%
- **Computer Networking:** 7.5%
- **Security and Investigations:** 2.5%
- **Medical Devices:** 2.5%
- **Hospital & Health Care:** 2.5%
- **Graphic Design:** 2.5%
- **Education Management:** 2.5%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.4%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to Kaseya BMS

- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1220 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4549 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13138 reviews)
- [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) — 4.5/5 stars (5612 reviews)
- [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4549 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (280 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (615 reviews)

---
## Top Discussions

### Kaseya BMS

- Title: [Is there a free trial available?](https://www.g2.com/discussions/is-there-a-free-trial-available) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "You can take BMS for a test drive for 30 days to get a feel for the system and how you will make the migration to our platform. The trial is free of charge..."
- Title: [How does pricing compare to other PSA solutions?](https://www.g2.com/discussions/how-does-pricing-compare-to-other-psa-solutions) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Depending on who you are using for your PSA service, BMS can often be much more enticing from a financial perspective - while matching the feature sets of..."
- Title: [Is BMS in the could or on-premise?](https://www.g2.com/discussions/is-bms-in-the-could-or-on-premise) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "At the moment, BMS is a cloud solution only - so you'll need connectivity to use the platform. We don't have an on-premise version available at this time,..."
- Title: [Does BMS integrate with other Kaseya products?](https://www.g2.com/discussions/does-bms-integrate-with-other-kaseya-products) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "BMS was built to integrate with the Kaseya VSA platform so that ticketing, SLAs, and other key metrics can be shared between the two systems. "
- Title: [What is Kaseya Business Management Solution (BMS)?](https://www.g2.com/discussions/what-is-kaseya-business-management-solution-bms) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Kaseya BMS is a next-generation business management solution that was built specifically to help MSPs spend more time selling and delivering services, and..."

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/kaseya-bms-vs-servicenow-it-service-management)