# Autotask vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in providing a streamlined experience for incident, problem, change, and request management, allowing users to manage everything in one place. This centralization is particularly appreciated by long-term users who value consistency over speed.
- **Users say** that Autotask offers effective AI features that add significant value, helping teams manage tickets and customer information efficiently. However, some users feel that the platform can feel outdated and overwhelming at times, indicating a need for a more modern interface.
- **Reviewers mention** that ServiceNow's quality of support is notably high, with many users highlighting the platform's ability to resolve issues efficiently. This level of support contributes to a positive overall experience, making it a strong choice for organizations that prioritize reliable assistance.
- **According to verified reviews** , Autotask is particularly favored by small businesses, with a majority of its users coming from this segment. While it provides a reliable solution for daily operations, some users express that it struggles to meet specific workflow needs, especially in configuration.
- **G2 reviewers highlight** that ServiceNow's ease of use and setup are significant advantages, with many users appreciating the intuitive design that facilitates quick onboarding. This is a stark contrast to Autotask, where some users report challenges in navigating the platform effectively.
- **Users report** that while Autotask has a solid ticketing system, it lacks some advanced features found in ServiceNow, such as comprehensive reporting and analytics capabilities. ServiceNow's robust reporting tools are frequently mentioned as a key benefit, helping organizations make data-driven decisions.



| | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 632 | 1,945 | 
| **Largest Market Segment** | Small-Business (69.7% of reviews) | Enterprise (73.1% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Autotask

Pros:
- Ease of Use (65 reviews)
- Integrations (49 reviews)

Cons:
- Complex Usability (24 reviews)
- Learning Curve (18 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 | Autotask | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (491 reviews) | 8.9 (928 reviews) | 
  | **Ease of Use** | 7.9 (565 reviews) | 8.5 (1408 reviews) | 
  | **Ease of Setup** | 7.3 (450 reviews) | 8.2 (778 reviews) | 
  | **Ease of Admin** | 7.6 (285 reviews) | 8.6 (340 reviews) | 
  | **Quality of Support** | 8.2 (458 reviews) | 8.5 (1024 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.4 (276 reviews) | 8.9 (335 reviews) | 
  | **Product Direction (% positive)** | 8.3 (484 reviews) | 8.9 (929 reviews) | 

---
## Pricing

### Autotask

#### 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

### Configuration Management

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Additional Functionality

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Widgets** | Not enough data | Not enough data | 
| **Impact Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Request Assignment** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **IT Asset Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Data Mapping** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Active Directory Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Device Auto Discovery** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Vulnerability Scanning** | Not enough data | Not enough data | 
| **Data Aggregation and Publishing** | Not enough data | Not enough data | 
| **Cost Tracking** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Lifecycle Management** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Configuration Automation** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Patch Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **IT Cost Management** | Not enough data | Not enough data | 
| **Archiving & Retention** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Policy Management** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **Sarbanes-Oxley Compliance** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 7.5/10 | 218 |
| **ServiceNow IT Service Management** | 8.6/10 | 710 |

#### Administration

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.0 (179 reviews) | 9.2 (338 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (183 reviews) | 8.8 (261 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.0 (193 reviews) | 8.8 (330 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.0 (191 reviews) | 9.4 (411 reviews) ✓ Verified | 
| **Incident Reports** | 8.4 (182 reviews) | 9.3 (328 reviews) ✓ Verified | 
| **Process Workflow** | 8.3 (190 reviews) | 9.1 (382 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 8.2 (189 reviews) | 8.9 (329 reviews) ✓ Verified | 
| **Administration Console** | 8.2 (184 reviews) | 8.6 (248 reviews) ✓ Verified | 
| **Access Management** | 8.3 (181 reviews) | 8.8 (244 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (178 reviews) | 8.9 (242 reviews) ✓ Verified | 
| **Policy Dictation** | 7.5 (171 reviews) | 8.4 (223 reviews) | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.2 (195 reviews) | 9.5 (428 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (178 reviews) | 8.7 (229 reviews) | 
| **Alerting** | 8.5 (182 reviews) | 8.7 (235 reviews) ✓ Verified | 
| **Automation** | 8.3 (188 reviews) | 9.1 (356 reviews) ✓ Verified | 

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

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.1 (13 reviews) | 7.6 (56 reviews) | 
| **Multi-step Planning** | 5.3 (12 reviews) | 7.6 (48 reviews) | 
| **Cross-system Integration** | 7.1 (16 reviews) | 8.7 (144 reviews) | 
| **Adaptive Learning** | 5.9 (11 reviews) | 7.5 (47 reviews) | 
| **Natural Language Interaction** | 6.1 (11 reviews) | 7.5 (52 reviews) | 
| **Proactive Assistance** | 5.3 (11 reviews) | 7.3 (51 reviews) | 
| **Decision Making** | 6.2 (11 reviews) | 7.7 (53 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.3/10 | 315 |

#### Monitoring

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (243 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (248 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.7 (33 reviews) | 

#### Management Tools

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (253 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (254 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (237 reviews) ✓ Verified | 

#### Generative AI

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (108 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (124 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Autotask | 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 | 8.0 (35 reviews) | 
| **Adaptive Learning** | Not enough data | 7.6 (28 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 | 7.9 (30 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### Professional Services Automation

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.8/10 | 256 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Customer Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Profiles** | 8.1 (190 reviews) ✓ Verified | Not enough data | 
| **Sales** | 7.1 (179 reviews) ✓ Verified | Not enough data | 
| **Marketing** | 6.1 (173 reviews) ✓ Verified | Not enough data | 
| **Client Portal** | 7.2 (183 reviews) ✓ Verified | Not enough data | 

#### Project Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Project Planning** | 6.9 (184 reviews) | Not enough data | 
| **Project Tracking** | 7.1 (187 reviews) ✓ Verified | Not enough data | 
| **Resource Definition** | 7.3 (173 reviews) ✓ Verified | Not enough data | 
| **Resource Management** | 7.6 (178 reviews) ✓ Verified | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Progress Tracking** | Not enough data | Not enough data | 
| **Project Time Tracking** | Not enough data | Not enough data | 

#### Accounting

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Revenue Recognition** | 7.2 (173 reviews) | Not enough data | 
| **Invoice Management** | 7.3 (184 reviews) ✓ Verified | Not enough data | 
| **Payments** | 6.4 (166 reviews) | Not enough data | 
| **Project Accounting** | 6.8 (171 reviews) | Not enough data | 
| **Budget Tracking** | 6.5 (167 reviews) ✓ Verified | Not enough data | 
| **Time & Expense Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Billable Items Tracking** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Multiple Projects** | Not enough data | Not enough data | 

#### Portfolio Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Portfolio Definition** | 6.7 (167 reviews) | Not enough data | 
| **Portfolio Performance** | 6.7 (166 reviews) | Not enough data | 
| **Risk** | 6.6 (163 reviews) | Not enough data | 
| **Portfolio Mix** | 6.6 (162 reviews) | Not enough data | 

#### Analytics

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Forecasting** | 6.7 (167 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 7.5 (188 reviews) ✓ Verified | Not enough data | 
| **KPIs** | 7.4 (167 reviews) ✓ Verified | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Administration

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Standard Integrations** | 7.9 (202 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.3 (189 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.0 (175 reviews) ✓ Verified | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Portfolio Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Timesheet Management** | Not enough data | Not enough data | 
| **Accounting Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Platform

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **APIs** | 8.3 (178 reviews) ✓ Verified | Not enough data | 
| **Internationalization** | 7.4 (160 reviews) ✓ Verified | Not enough data | 
| **Performance and Reliability** | 8.4 (194 reviews) ✓ Verified | Not enough data | 
| **Mobile** | 6.4 (165 reviews) ✓ Verified | Not enough data | 
| **Offline Access** | 4.7 (160 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 5.8 (90 reviews) | Not enough data | 
| **AI Text Summarization** | 6.1 (88 reviews) | Not enough data | 
| **Proposal Generation** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Artificial Intelligence - Professional Services Automation

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Predictive Forecasting** | 5.2 (33 reviews) | Not enough data | 
| **Smart task suggestions** | 4.9 (32 reviews) | Not enough data | 
| **Automated workflows** | 6.5 (37 reviews) | Not enough data | 

#### Agentic AI - Professional Services Automation

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Adaptive Learning** | 5.5 (33 reviews) | Not enough data | 
| **Proactive Assistance** | 5.4 (34 reviews) | Not enough data | 

#### Additional Functionality

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Gantt/Timeline View** | Not enough data | Not enough data | 
| **Quotes/Estimates** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Billing & Invoicing** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Project Templates** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.7/10 | 271 |
| **ServiceNow IT Service Management** | 8.5/10 | 409 |

#### Incident Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.1 (240 reviews) | 9.0 (333 reviews) | 
| **Ticket Prioritization** | 8.4 (239 reviews) | 9.0 (327 reviews) | 
| **Ticket Notifications** | 8.4 (242 reviews) | 9.1 (334 reviews) | 
| **Knowledge Base** | 7.0 (232 reviews) | 8.8 (321 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.2 (231 reviews) | 8.8 (306 reviews) | 

#### Reporting

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.7 (245 reviews) | 8.8 (330 reviews) | 
| **Time Tracking** | 8.9 (251 reviews) | 8.8 (290 reviews) | 
| **Surveys** | 7.4 (227 reviews) | 8.5 (179 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 6.1 (231 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 7.9 (232 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 7.2 (224 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 7.5 (228 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.4 (16 reviews) | 8.2 (24 reviews) | 
| **Multi-step Planning** | 5.3 (15 reviews) | 8.2 (22 reviews) | 
| **Cross-system Integration** | 6.2 (19 reviews) | 8.7 (34 reviews) | 
| **Adaptive Learning** | 4.4 (15 reviews) | 8.0 (20 reviews) | 
| **Natural Language Interaction** | 3.9 (15 reviews) | 8.4 (19 reviews) | 
| **Proactive Assistance** | 4.3 (15 reviews) | 7.8 (20 reviews) | 
| **Decision Making** | 5.0 (15 reviews) | 7.9 (20 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Autotask (1):** [Professional Services Automation Software](https://www.g2.com/categories/professional-services-automation)

**Unique to ServiceNow IT Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 69.7% | 5.8% | 
| **Mid-Market** | 27.3% | 21.1% | 
| **Enterprise** | 2.9% | 73.1% | 

### By Industry

#### Autotask

- **Information Technology and Services:** 52.7%
- **Computer & Network Security:** 17.3%
- **Computer Software:** 5.8%
- **Computer Networking:** 3.6%
- **Consulting:** 2.4%
- **Telecommunications:** 2.0%
- **Information Services:** 2.0%
- **Manufacturing:** 0.8%
- **Hospital & Health Care:** 0.8%
- **Marketing and Advertising:** 0.8%
- **Other:** 11.7%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.6%
- **Financial Services:** 5.8%
- **Computer & Network Security:** 3.4%
- **Insurance:** 3.4%
- **Higher Education:** 3.3%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to Autotask

- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (583 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1244 reviews)
- [Certinia PS Cloud](https://www.g2.com/products/certinia-ps-cloud/reviews) — 4.3/5 stars (674 reviews)
- [Accelo](https://www.g2.com/products/accelo/reviews) — 4.3/5 stars (685 reviews)
- [SuiteProjects Pro](https://www.g2.com/products/suiteprojects-pro/reviews) — 3.7/5 stars (231 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (991 reviews)
- [Kantata Professional Services Automation (formerly Mavenlink+ Kimble)](https://www.g2.com/products/kantata-professional-services-automation-formerly-mavenlink-kimble/reviews) — 4.2/5 stars (1570 reviews)
- [Deltek Replicon Time](https://www.g2.com/products/deltek-replicon-time/reviews) — 4.3/5 stars (793 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (991 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (250 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5016 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (291 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)

---
## Top Discussions

### Autotask

- Title: [What is Autotask Professional Services Automation (PSA) used for?](https://www.g2.com/discussions/what-is-autotask-professional-services-automation-psa-used-for) — 2 comments, 1 upvote
  > **Top comment:** "A tool (CRM plus ERP Module) specifically designed for the Managed IT Service Providers (MSPs). This tool not only helps in capturing the long term contracts..."

### 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/autotask-vs-servicenow-it-service-management)