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ServiceNow IT Service Management
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At a Glance
Market Segments
Enterprise (74.0% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
Free Trial 1 Agent Per Year
ServiceNow IT Service Management
Star Rating
(1,204)4.4 out of 5
Market Segments
Enterprise (74.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSysAid
Star Rating
(731)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that SysAid excels in its ticket creation user experience, scoring 8.8, while ServiceNow IT Service Management shines with a remarkable score of 9.8, indicating a more streamlined and user-friendly process for creating tickets.
- Reviewers mention that ServiceNow's response automation feature is particularly strong, achieving a score of 9.4, compared to SysAid's 8.2, suggesting that ServiceNow offers more effective automation tools for managing ticket responses.
- G2 users highlight that SysAid's quality of support is rated at 9.0, which is higher than ServiceNow's 8.5, indicating that users may find SysAid more responsive and helpful when they encounter issues.
- Users on G2 note that ServiceNow's change management capabilities are rated at 9.2, surpassing SysAid's 8.8, which suggests that ServiceNow provides more robust tools for managing changes within IT environments.
- Reviewers mention that while both platforms offer solid reporting features, ServiceNow's reporting capabilities are rated higher at 9.5 compared to SysAid's 8.6, indicating a more comprehensive and user-friendly reporting experience.
- Users say that SysAid's mobile user support is rated lower at 6.5, while ServiceNow offers better mobile functionality with an 8.1 rating, suggesting that ServiceNow may provide a more effective mobile experience for users on the go.
Pricing
Entry-Level Pricing
ServiceNow IT Service Management
No pricing availableSysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
ServiceNow IT Service Management
No trial information availableSysAid
Free Trial is available
Ratings
Meets Requirements
8.9
773
8.9
587
Ease of Use
8.5
992
8.9
590
Ease of Setup
8.1
553
8.5
519
Ease of Admin
8.6
299
8.8
516
Quality of Support
8.5
701
9.0
579
Has the product been a good partner in doing business?
8.8
295
9.1
508
Product Direction (% positive)
8.8
751
9.1
558
Features by Category
Ticket and Case Management
Not enough data
8.9
43
Not enough data
8.7
45
Not enough data
8.4
45
Not enough data
8.2
43
Not enough data
8.2
45
Not enough data
8.4
45
Not enough data
8.6
44
Not enough data
8.2
42
Generative AI
Not enough data
7.7
37
Not enough data
7.6
37
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.8
44
Not enough data
9.0
42
Not enough data
8.1
42
Not enough data
6.0
38
Not enough data
5.7
39
Platform
Not enough data
6.8
46
Not enough data
8.3
46
Not enough data
8.9
45
Not enough data
8.2
45
Not enough data
8.7
45
Not enough data
8.7
44
Administration
9.0
232
|
Verified
8.8
232
|
Verified
8.7
222
|
Verified
8.7
263
|
Verified
8.8
234
|
Verified
8.8
270
|
Verified
Service Desk
9.1
243
|
Verified
9.5
287
|
Verified
9.2
244
|
Verified
9.3
279
|
Verified
9.0
234
|
Verified
8.9
255
|
Verified
Management
8.9
225
|
Verified
8.7
251
|
Verified
8.9
212
|
Verified
9.0
254
|
Verified
8.9
214
|
Verified
8.7
236
|
Verified
8.8
209
|
Verified
8.7
236
|
Verified
8.5
197
8.3
180
|
Verified
Functionality
9.3
230
|
Verified
9.4
262
|
Verified
8.8
219
8.8
222
|
Verified
8.7
219
|
Verified
8.9
229
|
Verified
8.9
220
|
Verified
8.5
218
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
7.3
42
Not enough data
7.5
41
Not enough data
7.7
43
Not enough data
7.5
41
Not enough data
7.4
41
Not enough data
7.1
41
Not enough data
7.6
43
Not enough data
Monitoring
8.9
222
|
Verified
Not enough data
9.0
231
|
Verified
Not enough data
9.1
234
|
Verified
Not enough data
7.5
31
Not enough data
Management Tools
9.2
234
|
Verified
Not enough data
9.0
226
Not enough data
8.7
218
|
Verified
Not enough data
Generative AI
8.4
105
Not enough data
8.3
119
Not enough data
Agentic AI - Incident Management
7.2
26
Not enough data
7.2
26
Not enough data
7.5
26
Not enough data
7.3
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.6
26
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.0
301
9.0
406
8.9
300
8.9
418
9.1
306
9.1
426
8.7
295
8.4
388
8.7
288
8.5
375
Reporting
8.7
299
8.6
415
8.7
277
8.4
388
8.4
171
8.3
325
Access & Usability
8.0
234
7.4
295
8.7
287
8.8
392
8.5
255
9.0
384
8.8
163
8.6
312
Agentic AI - Service Desk
7.6
18
Not enough data
7.8
18
Not enough data
8.2
18
Not enough data
7.8
18
Not enough data
8.4
18
Not enough data
7.5
18
Not enough data
7.7
18
Not enough data
Categories
Categories
Shared Categories
ServiceNow IT Service Management and SysAid are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
ServiceNow IT Service Management is categorized as Incident Management and Configuration Management
SysAid is categorized as Help Desk and AIOps Platforms
Reviews
Reviewers' Company Size
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
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
Information Technology and Services
27.0%
Computer Software
7.4%
Hospital & Health Care
7.1%
Financial Services
5.4%
Computer & Network Security
3.6%
Other
49.5%
Information Technology and Services
14.2%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.2%
Computer Software
3.2%
Other
66.5%
Alternatives
Discussions
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
Does SysAid allow for modern authentication on monitored email?
2 Comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
SysAid compatibility with Exchange Server 2013 and above ?
1 Comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 Comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
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