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- OTRS-vs-ServiceNow IT Service Management
Compare OTRS and ServiceNow IT Service Management 
At a Glance
Market Segments
Enterprise (64.7% of reviews)
Enterprise (74.3% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
OTRS
Star Rating
(35)4.4 out of 5
Market Segments
Enterprise (64.7% of reviews)
Entry-Level Pricing
No pricing available
Learn more about OTRSServiceNow IT Service Management
Star Rating
(872)4.3 out of 5
Market Segments
Enterprise (74.3% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that OTRS excels in ticket creation user experience with a score of 9.2, while ServiceNow IT Service Management shines even brighter with a perfect score of 9.8, indicating a more intuitive interface for creating tickets.
- Reviewers mention that OTRS has a strong performance in SLA Management with a score of 8.8, but ServiceNow's score of 8.3 suggests it may not be as robust in this area, potentially impacting service delivery timelines.
- G2 users highlight OTRS's superior automation capabilities, scoring 9.4 in response automation, compared to ServiceNow's 9.0, indicating that OTRS may offer more efficient automated responses to tickets.
- Users on G2 note that OTRS has a higher score of 9.3 in Change Management, suggesting a more effective process for managing changes, while ServiceNow closely follows with a score of 9.2.
- Reviewers say that OTRS's reporting features, particularly in Reports & Analytics, score 9.3, which is higher than ServiceNow's 8.9, indicating that OTRS may provide more insightful analytics for decision-making.
- Users report that while both platforms offer strong ticketing systems, OTRS scores 9.2 and ServiceNow scores 9.4, suggesting that ServiceNow may have a slight edge in overall ticketing functionality.
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Pricing
Entry-Level Pricing
OTRS
No pricing availableServiceNow IT Service Management
No pricing availableFree Trial
OTRS
No trial information availableServiceNow IT Service Management
Free Trial is available
Ratings
Meets Requirements
9.3
30
8.9
687
Ease of Use
9.2
30
8.4
688
Ease of Setup
7.8
6
8.4
269
Ease of Admin
6.9
7
8.7
248
Quality of Support
9.1
25
8.5
617
Has the product been a good partner in doing business?
6.7
6
8.8
245
Product Direction (% positive)
7.2
29
8.7
666
Features by Category
Ticket and Case Management
9.2
24
|
Verified
Not enough data
8.8
24
|
Verified
Not enough data
8.9
22
|
Verified
Not enough data
Feature Not Available
Not enough data
8.8
20
|
Verified
Not enough data
8.8
22
Not enough data
8.8
24
|
Verified
Not enough data
8.6
15
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Communication Channels
8.5
16
|
Verified
Not enough data
8.5
19
|
Verified
Not enough data
7.4
13
|
Verified
Not enough data
Feature Not Available
Not enough data
7.6
12
|
Verified
Not enough data
Platform
Feature Not Available
Not enough data
6.2
7
|
Verified
Not enough data
7.1
7
|
Verified
Not enough data
Not enough data
Not enough data
8.2
20
|
Verified
Not enough data
8.6
22
|
Verified
Not enough data
Administration
9.3
21
|
Verified
9.2
165
|
Verified
9.1
19
|
Verified
8.9
155
|
Verified
9.3
20
|
Verified
8.8
168
|
Verified
Service Desk
9.3
20
|
Verified
9.1
174
|
Verified
9.0
21
|
Verified
9.3
175
|
Verified
9.1
20
|
Verified
9.1
167
|
Verified
Management
8.5
13
|
Verified
8.9
158
|
Verified
8.7
13
|
Verified
8.9
146
|
Verified
9.0
12
|
Verified
9.0
149
|
Verified
8.8
12
|
Verified
9.0
144
|
Verified
9.3
10
8.8
134
Functionality
9.2
14
|
Verified
9.4
162
|
Verified
8.1
14
8.9
152
8.8
14
|
Verified
9.0
152
|
Verified
9.4
11
|
Verified
9.0
151
|
Verified
Monitoring
Not enough data
9.0
181
|
Verified
Not enough data
9.1
190
|
Verified
Not enough data
9.1
194
|
Verified
Management Tools
Not enough data
9.2
195
|
Verified
Not enough data
9.0
188
Not enough data
8.7
179
|
Verified
Generative AI
Not enough data
Feature Not Available
Not enough data
8.6
82
Incident Management
Not enough data
9.0
271
Not enough data
9.0
270
Not enough data
9.1
277
Not enough data
8.7
265
Not enough data
8.7
258
Reporting
Not enough data
8.7
269
Not enough data
8.7
247
Not enough data
8.6
143
Access & Usability
Not enough data
8.0
205
Not enough data
8.7
258
Not enough data
8.5
226
Not enough data
8.8
136
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
32.4%
Information Technology and Services
11.8%
Outsourcing/Offshoring
5.9%
Government Administration
5.9%
Computer Software
5.9%
Other
38.2%
Information Technology and Services
32.7%
Computer Software
8.3%
Hospital & Health Care
5.0%
Financial Services
4.6%
Computer & Network Security
4.1%
Other
45.3%
Most Helpful Reviews
OTRS
Most Helpful Favorable Review
Muni K.
Verified User in Pharmaceuticals
OTRS as we already know is an Open source ticketing tool and it is very light that it can be accessed from a browser and do not need a client to be installed. I like the pending reminder and the Auto-Close feature, which helps me manage all the incidents or...
Most Helpful Critical Review
Verified User in Entertainment
Not enough functions to run a professional customer care operation
ServiceNow IT Service Management
Most Helpful Favorable Review
Ahmad O.
Verified User in Information Technology and Services
I Service Management Help Companies To improve and control Workflow between Team
Most Helpful Critical Review
Jared H.
Verified User in Government Administration
Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application
Muni K.
Verified User in Pharmaceuticals
OTRS as we already know is an Open source ticketing tool and it is very light that it can be accessed from a browser and do not need a client to be installed. I like the pending reminder and the Auto-Close feature, which helps me manage all the incidents or...
Ahmad O.
Verified User in Information Technology and Services
I Service Management Help Companies To improve and control Workflow between Team
Verified User in Entertainment
Not enough functions to run a professional customer care operation
Jared H.
Verified User in Government Administration
Performance occasionally suffers for reasons not attributable to local network or internet outages Many types of customization must be re-applied after each upgrade of the application
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
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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