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Compare OTRS and ServiceNow IT Service Management 
Featured Products
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Enterprise (74.2% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
OTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSServiceNow IT Service Management
Star Rating
(1,210)4.4 out of 5
Market Segments
Enterprise (74.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that ServiceNow IT Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to OTRS. Users appreciate its ability to streamline IT service delivery, with one reviewer noting that it allows for tracking everything from start to finish, enhancing user satisfaction.
- According to verified reviews, OTRS shines in its ease of use, with users highlighting its clean UI and effective categorization feature for ticket management. This is particularly beneficial for organizations with numerous teams, making it easier to manage communications in one place.
- Users say that ServiceNow IT Service Management has made substantial improvements in automation, which has saved time and reduced manual effort. Reviewers specifically mention that many routine tasks are now automated, making day-to-day IT operations more efficient.
- Reviewers mention that while OTRS has a strong focus on user-friendly features, it lacks the extensive market presence and recent user engagement that ServiceNow enjoys. With only a handful of recent reviews, OTRS may not reflect the latest user experiences as effectively as ServiceNow, which has garnered a significant number of recent feedback.
- G2 reviewers highlight the quality of support for OTRS, with users rating it highly for its responsiveness and helpfulness. This contrasts with ServiceNow, where users have noted that while support is good, it may not always match the personalized experience offered by OTRS.
- According to recent feedback, ServiceNow's integration capabilities are a standout feature, with users praising its seamless integration with platforms like Azure and Ignio. This enhances its functionality and makes it a preferred choice for organizations looking for comprehensive IT service management solutions.
Pricing
Entry-Level Pricing
OTRS
No pricing availableServiceNow IT Service Management
No pricing availableFree Trial
OTRS
No trial information availableServiceNow IT Service Management
No trial information availableRatings
Meets Requirements
9.2
33
8.9
784
Ease of Use
9.1
33
8.5
1,003
Ease of Setup
7.9
8
8.1
562
Ease of Admin
6.9
7
8.6
308
Quality of Support
9.0
28
8.5
712
Has the product been a good partner in doing business?
6.7
6
8.9
304
Product Direction (% positive)
7.1
32
8.8
762
Features by Category
Ticket and Case Management
9.1
27
|
Verified
Not enough data
8.8
27
|
Verified
Not enough data
8.9
25
|
Verified
Not enough data
Feature Not Available
Not enough data
8.8
23
|
Verified
Not enough data
8.7
25
Not enough data
8.8
27
|
Verified
Not enough data
8.5
18
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.4
19
|
Verified
Not enough data
8.4
22
|
Verified
Not enough data
7.5
16
|
Verified
Not enough data
Feature Not Available
Not enough data
7.8
15
|
Verified
Not enough data
Platform
Feature Not Available
Not enough data
6.7
8
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.7
5
|
Verified
Not enough data
8.3
21
|
Verified
Not enough data
8.6
23
|
Verified
Not enough data
Administration
9.3
21
|
Verified
9.0
238
|
Verified
9.1
19
|
Verified
8.6
227
|
Verified
9.3
20
|
Verified
8.8
239
|
Verified
Service Desk
9.3
20
|
Verified
9.2
250
|
Verified
9.0
21
|
Verified
9.2
247
|
Verified
9.1
20
|
Verified
9.0
238
|
Verified
Management
8.5
13
|
Verified
8.9
231
|
Verified
8.7
13
|
Verified
8.9
215
|
Verified
9.0
12
|
Verified
8.8
217
|
Verified
8.8
12
|
Verified
8.8
212
|
Verified
9.3
10
8.5
200
Functionality
9.2
14
|
Verified
9.3
237
|
Verified
8.1
14
8.8
222
8.8
14
|
Verified
8.7
222
|
Verified
9.4
11
|
Verified
8.8
225
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
7.3
43
Not enough data
7.5
42
Not enough data
7.7
46
Not enough data
7.5
42
Not enough data
7.4
42
Not enough data
7.1
42
Not enough data
7.5
44
Monitoring
Not enough data
8.9
224
|
Verified
Not enough data
9.0
233
|
Verified
Not enough data
9.1
237
|
Verified
Not enough data
7.5
31
Management Tools
Not enough data
9.2
236
|
Verified
Not enough data
9.0
227
Not enough data
8.7
219
|
Verified
Generative AI
Not enough data
8.3
106
Not enough data
8.3
120
Agentic AI - Incident Management
Not enough data
7.2
26
Not enough data
7.2
26
Not enough data
7.6
27
Not enough data
7.3
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.6
26
Incident Management
Not enough data
9.0
303
Not enough data
8.9
302
Not enough data
9.1
308
Not enough data
8.7
297
Not enough data
8.7
290
Reporting
Not enough data
8.7
301
Not enough data
8.7
279
Not enough data
8.4
172
Access & Usability
Not enough data
8.0
235
Not enough data
8.7
288
Not enough data
8.5
256
Not enough data
8.8
164
Agentic AI - Service Desk
Not enough data
7.6
18
Not enough data
7.8
18
Not enough data
8.3
19
Not enough data
7.8
18
Not enough data
8.4
18
Not enough data
7.5
18
Not enough data
7.7
18
Categories
Categories
Shared Categories
OTRS and ServiceNow IT Service Management are categorized as IT Service Management (ITSM) Tools
Unique Categories
OTRS is categorized as Help Desk
ServiceNow IT Service Management is categorized as Incident Management, Configuration Management, and Service Desk
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
Information Technology and Services
26.8%
Computer Software
7.4%
Hospital & Health Care
7.1%
Financial Services
5.6%
Computer & Network Security
3.6%
Other
49.6%
Alternatives
Discussions
OTRS has no discussions with answers
What is the ServiceNow now platform?
2 Comments
SC
ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) solutions. The...Read more
What is ServiceNow IT Service Management used for?
2 Comments
RS
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations....Read more
Asset Tracking
1 Comment
RK
There are 2 ways to do this:
Buying subscription for ServiceNow Discovery and setting up the environment for setup as per schema as well as maintaining the...Read more
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