# Autotask 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** Autotask shines in its **comprehensive management** capabilities for MSP operations, combining ticketing, project management, contracts, billing, and time tracking into one platform. Reviewers appreciate how it keeps service operations centralized without needing multiple disconnected systems.
- **According to verified reviews** , ServiceNow IT Service Management offers a more user-friendly experience, particularly in **ease of setup** and **administration**. Users highlight the intuitive onboarding process and customizable dashboards that help tailor the platform to their specific needs.
- **Reviewers mention** that Autotask provides strong **workflow customization** , allowing users to adapt processes to different customer requirements. This flexibility is noted as one of the platform's strongest features, although some users find initial configuration challenging.
- **G2 reviewers highlight** that ServiceNow IT Service Management has a higher overall satisfaction score, reflecting its robust **support** and **product direction**. Users appreciate the consistent updates and improvements that enhance their experience over time.
- **Users report** that while Autotask is effective for small businesses, it may not scale as well for larger enterprises compared to ServiceNow, which is designed with **enterprise-level needs** in mind. This distinction is crucial for organizations considering long-term growth and scalability.



| | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 615 | 1,902 | 
| **Largest Market Segment** | Small-Business (69.3% 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 (489 reviews) | 8.9 (919 reviews) | 
  | **Ease of Use** | 7.9 (550 reviews) | 8.5 (1383 reviews) | 
  | **Ease of Setup** | 7.3 (435 reviews) | 8.2 (767 reviews) | 
  | **Ease of Admin** | 7.6 (283 reviews) | 8.6 (336 reviews) | 
  | **Quality of Support** | 8.2 (456 reviews) | 8.6 (1002 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.4 (274 reviews) | 8.9 (331 reviews) | 
  | **Product Direction (% positive)** | 8.3 (482 reviews) | 8.9 (918 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

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 7.5/10 | 215 |
| **ServiceNow IT Service Management** | 8.5/10 | 678 |

#### Administration

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.0 (179 reviews) | 9.2 (333 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (182 reviews) | 8.8 (257 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.0 (193 reviews) | 8.8 (323 reviews) ✓ Verified | 

#### Service Desk

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.0 (189 reviews) | 9.4 (403 reviews) ✓ Verified | 
| **Incident Reports** | 8.4 (182 reviews) | 9.3 (324 reviews) ✓ Verified | 
| **Process Workflow** | 8.3 (190 reviews) | 9.1 (374 reviews) ✓ Verified | 

#### Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 8.2 (189 reviews) | 8.9 (323 reviews) ✓ Verified | 
| **Administration Console** | 8.2 (184 reviews) | 8.7 (244 reviews) ✓ Verified | 
| **Access Management** | 8.3 (181 reviews) | 8.7 (241 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (178 reviews) | 8.9 (240 reviews) ✓ Verified | 
| **Policy Dictation** | 7.5 (171 reviews) | 8.4 (221 reviews) | 

#### Functionality

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.2 (193 reviews) | 9.5 (416 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (178 reviews) | 8.7 (229 reviews) | 
| **Alerting** | 8.5 (181 reviews) | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | 8.3 (188 reviews) | 9.0 (347 reviews) ✓ Verified | 

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

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.1 (13 reviews) | 7.5 (55 reviews) | 
| **Multi-step Planning** | 5.3 (12 reviews) | 7.5 (47 reviews) | 
| **Cross-system Integration** | 7.1 (16 reviews) | 8.7 (140 reviews) | 
| **Adaptive Learning** | 5.9 (11 reviews) | 7.5 (47 reviews) | 
| **Natural Language Interaction** | 6.1 (11 reviews) | 7.4 (50 reviews) | 
| **Proactive Assistance** | 5.3 (11 reviews) | 7.2 (50 reviews) | 
| **Decision Making** | 6.2 (11 reviews) | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 310 |

#### Monitoring

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (239 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | Autotask | 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 (235 reviews) ✓ Verified | 

#### Generative AI

| Feature | Autotask | 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 | 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 | 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) | 

### Professional Services Automation

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.8/10 | 241 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Customer Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Profiles** | 8.0 (187 reviews) ✓ Verified | Not enough data | 
| **Sales** | 7.2 (179 reviews) ✓ Verified | Not enough data | 
| **Marketing** | 6.1 (173 reviews) ✓ Verified | Not enough data | 
| **Client Portal** | 7.2 (182 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 (186 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 | 

#### Accounting

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Revenue Recognition** | 7.2 (173 reviews) | Not enough data | 
| **Invoice Management** | 7.3 (181 reviews) ✓ Verified | Not enough data | 
| **Payments** | 6.4 (166 reviews) | Not enough data | 
| **Project Accounting** | 6.8 (170 reviews) | Not enough data | 
| **Budget Tracking** | 6.5 (167 reviews) ✓ Verified | 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 (166 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 7.5 (186 reviews) ✓ Verified | Not enough data | 
| **KPIs** | 7.4 (167 reviews) ✓ Verified | Not enough data | 

#### Administration

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Standard Integrations** | 7.9 (197 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.2 (187 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.0 (175 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **APIs** | 8.3 (177 reviews) ✓ Verified | Not enough data | 
| **Internationalization** | 7.4 (159 reviews) ✓ Verified | Not enough data | 
| **Performance and Reliability** | 8.4 (190 reviews) ✓ Verified | Not enough data | 
| **Mobile** | 6.4 (164 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 | 

#### 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 | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.7/10 | 270 |
| **ServiceNow IT Service Management** | 8.5/10 | 405 |

#### Incident Management

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.1 (240 reviews) | 9.0 (330 reviews) | 
| **Ticket Prioritization** | 8.4 (239 reviews) | 9.0 (325 reviews) | 
| **Ticket Notifications** | 8.4 (242 reviews) | 9.1 (331 reviews) | 
| **Knowledge Base** | 7.0 (232 reviews) | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.2 (231 reviews) | 8.8 (304 reviews) | 

#### Reporting

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.7 (245 reviews) | 8.8 (327 reviews) | 
| **Time Tracking** | 8.9 (250 reviews) | 8.8 (290 reviews) | 
| **Surveys** | 7.4 (227 reviews) | 8.5 (179 reviews) | 

#### Access & Usability

| Feature | Autotask | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 6.1 (231 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 7.9 (231 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) | 8.1 (23 reviews) | 
| **Multi-step Planning** | 5.3 (15 reviews) | 8.1 (21 reviews) | 
| **Cross-system Integration** | 6.2 (19 reviews) | 8.7 (34 reviews) | 
| **Adaptive Learning** | 4.4 (15 reviews) | 7.9 (19 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) | 

---
## 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** | 69.3% | 5.9% | 
| **Mid-Market** | 27.7% | 20.9% | 
| **Enterprise** | 3.0% | 73.1% | 

### By Industry

#### Autotask

- **Information Technology and Services:** 52.2%
- **Computer & Network Security:** 17.6%
- **Computer Software:** 5.9%
- **Computer Networking:** 3.3%
- **Consulting:** 2.4%
- **Telecommunications:** 2.1%
- **Information Services:** 2.1%
- **Manufacturing:** 0.9%
- **Hospital & Health Care:** 0.9%
- **Marketing and Advertising:** 0.9%
- **Other:** 11.8%

#### 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 Autotask

- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1218 reviews)
- [Certinia PS Cloud](https://www.g2.com/products/certinia-ps-cloud/reviews) — 4.3/5 stars (673 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 (988 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 (1516 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 (752 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 (4540 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)
- [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)