# GLPI vs ServiceNow Customer Service Management Comparison

| | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 41 | 481 | 
| **Largest Market Segment** | Mid-Market (37.8% of reviews) | Enterprise (53.6% of reviews) | 
| **Entry Level Price** | €19.00 Per Month | No pricing available | 

---
## Top Pros & Cons

### GLPI

Pros:
- Ease of Use (2 reviews)
- Asset Management (1 reviews)

Cons:
- Complex Configuration (1 reviews)
- Inadequate Reporting (1 reviews)

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

---
## Ratings Comparison
| Rating | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 9.0 (29 reviews) | 8.7 (231 reviews) | 
  | **Ease of Use** | 8.6 (30 reviews) | 8.5 (346 reviews) | 
  | **Ease of Setup** | 8.2 (17 reviews) | 8.0 (211 reviews) | 
  | **Ease of Admin** | 9.1 (15 reviews) | 8.4 (90 reviews) | 
  | **Quality of Support** | 8.3 (21 reviews) | 8.4 (283 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (11 reviews) | 8.5 (92 reviews) | 
  | **Product Direction (% positive)** | 8.6 (25 reviews) | 9.1 (227 reviews) | 

---
## Pricing

### GLPI

#### Entry-Level Pricing

Plan: GLPI Network Cloud

Price: €19.00 Per Month

Description: The most advanced GLPI Network Cloud offer: all exclusive plugins included.

Key Features:
- Free backups
- Free updates
- Free data migration

[Browse all 4 editions](https://www.g2.com/products/glpi/pricing)

#### Free Trial

Yes

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.3/10 | 115 |

#### Ticket and Case Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (80 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (81 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.8 (83 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.4 (72 reviews) | 
| **SLA Management** | Not enough data | 8.7 (73 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.5 (71 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.9 (73 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.8 (70 reviews) ✓ Verified | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (38 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (38 reviews) | 

#### Agentic AI - Help Desk

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.6 (29 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.6 (28 reviews) | 
| **Proactive Assistance** | Not enough data | 7.7 (29 reviews) | 

#### Communication Channels

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.7 (72 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.7 (71 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.3 (63 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 7.6 (58 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.8 (57 reviews) ✓ Verified | 

#### Platform

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.5 (60 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.3 (69 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.7 (73 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.5 (71 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.6 (69 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.7 (72 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Voice** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Web Chat** | Not enough data | Not enough data | 
| **Mobile SMS** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Routing** | Not enough data | Not enough data | 
| **Session Queuing** | Not enough data | Not enough data | 
| **Concurrent Calling** | Not enough data | Not enough data | 
| **Speech Analytics** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Inbound Screen Pop** | Not enough data | Not enough data | 
| **Persistent Data** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Session Summary Notes** | Not enough data | Not enough data | 
| **Administrator Access** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Asset Inventory

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 31 |

#### Workforce Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.2 (26 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.2 (25 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.5 (26 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (27 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 8.0 (24 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.6/10 | 11 |

#### Conversational Platform

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | Not enough data | 8.7 (9 reviews) | 
| **Omnichannel** | Not enough data | 8.8 (7 reviews) | 
| **Contextual Engagement** | Not enough data | 9.0 (7 reviews) | 
| **Proactive Engagement** | Not enough data | 8.8 (8 reviews) | 

#### Support Automation

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.6 (7 reviews) | 
| **Seamless Escalation** | Not enough data | 9.3 (7 reviews) | 
| **Transcripts** | Not enough data | 7.9 (7 reviews) | 
| **Self-Serve Support** | Not enough data | 7.7 (8 reviews) | 

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 8.6 (6 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.4/10 | 139 |

#### Customer Support

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | Not enough data | 8.9 (40 reviews) | 
| **Speech** | Not enough data | 7.6 (19 reviews) | 
| **Knowledge Base** | Not enough data | 8.6 (32 reviews) | 

#### Automation

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.4 (50 reviews) | 
| **Customization** | Not enough data | 7.4 (62 reviews) | 
| **Intelligent Routing** | Not enough data | 8.7 (32 reviews) | 

#### Artificial Intelligence

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | Not enough data | 8.2 (24 reviews) | 
| **Language** | Not enough data | 8.6 (18 reviews) | 
| **Conversational AI** | Not enough data | 8.0 (29 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.5/10 | 84 |

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (10 reviews) | 
| **AI Text-to-Speech** | Not enough data | 8.5 (9 reviews) | 

#### Communication

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.3 (27 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.8 (26 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.5 (27 reviews) | 
| **In-App Messaging** | Not enough data | 8.3 (25 reviews) | 
| **Co-Browsing** | Not enough data | 8.2 (25 reviews) | 

####  Internal Use

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | Not enough data | 8.3 (69 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.4 (24 reviews) | 
| **Knowledge Base** | Not enough data | 8.9 (27 reviews) | 
| **Team Inbox ** | Not enough data | 8.5 (27 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.7/10 | 61 |

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.3 (24 reviews) | 

#### Self-Service Experience

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.2 (51 reviews) | 
| **Searchable Articles** | Not enough data | 8.0 (46 reviews) | 
| **Community Forums** | Not enough data | 7.7 (45 reviews) | 
| **Mobile Optimization** | Not enough data | 6.8 (43 reviews) | 
| **Personalization** | Not enough data | 8.0 (47 reviews) | 

#### Self-Service Platform

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | Not enough data | 8.2 (48 reviews) | 
| **Automation** | Not enough data | 8.1 (47 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.7 (45 reviews) | 
| **Integrations** | Not enough data | 8.3 (49 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.0 (19 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (18 reviews) | 
| **Cross-system Integration** | Not enough data | 7.6 (18 reviews) | 
| **Adaptive Learning** | Not enough data | 7.4 (18 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.7 (18 reviews) | 
| **Decision Making** | Not enough data | 7.4 (18 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Mentions** | Not enough data | Feature Not Available | 
| **Tickets** | Not enough data | 9.3 (9 reviews) | 
| **Macros** | Not enough data | 7.2 (6 reviews) | 

#### Channels

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Email** | Not enough data | 9.3 (7 reviews) | 
| **Social** | Not enough data | 7.8 (6 reviews) | 
| **Live Chat** | Not enough data | 7.5 (6 reviews) | 
| **Phone** | Not enough data | 7.2 (6 reviews) | 
| **Text** | Not enough data | 7.6 (7 reviews) | 

#### Insight

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Surveys** | Not enough data | 7.1 (7 reviews) | 
| **Reporting** | Not enough data | 6.7 (7 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (7 reviews) | 
| **Help Desk** | Not enough data | 8.3 (8 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | 7.9/10 | 10 |

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (8 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | 8.6/10 | 27 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Incident Management

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.4 (19 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.8 (20 reviews) | Not enough data | 
| **Ticket Notifications** | 9.5 (22 reviews) | Not enough data | 
| **Knowledge Base** | 8.4 (19 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 7.9 (17 reviews) | Not enough data | 

#### Reporting

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Dashboards** | 8.6 (22 reviews) | Not enough data | 
| **Time Tracking** | 8.9 (19 reviews) | Not enough data | 
| **Surveys** | 7.5 (17 reviews) | Not enough data | 

#### Access & Usability

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile** | 7.6 (20 reviews) | Not enough data | 
| **Self Service** | 8.8 (23 reviews) | Not enough data | 
| **Active Directory** | 9.0 (20 reviews) | Not enough data | 
| **Multi-Channel Access** | 9.1 (16 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories

**Unique to GLPI (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management)

**Unique to ServiceNow Customer Service Management (14):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | GLPI | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 29.7% | 12.1% | 
| **Mid-Market** | 37.8% | 34.4% | 
| **Enterprise** | 32.4% | 53.6% | 

### By Industry

#### GLPI

- **Information Technology and Services:** 18.4%
- **Telecommunications:** 13.2%
- **Government Administration:** 7.9%
- **Computer & Network Security:** 7.9%
- **Oil & Energy:** 5.3%
- **Hospital & Health Care:** 5.3%
- **Banking:** 5.3%
- **Accounting:** 2.6%
- **Architecture & Planning:** 2.6%
- **Automotive:** 2.6%
- **Other:** 28.9%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 34.0%
- **Telecommunications:** 4.9%
- **Financial Services:** 4.9%
- **Computer Software:** 4.1%
- **Hospital & Health Care:** 3.5%
- **Consulting:** 3.3%
- **Computer & Network Security:** 3.0%
- **Banking:** 2.7%
- **Consumer Services:** 2.7%
- **Retail:** 2.7%
- **Other:** 34.2%

---
## Alternatives

### Alternatives to GLPI

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1340 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1907 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 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 (4683 reviews)
- [Lansweeper](https://www.g2.com/products/lansweeper/reviews) — 4.4/5 stars (68 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [Snipe-IT](https://www.g2.com/products/snipe-it/reviews) — 4.6/5 stars (27 reviews)
- [iTop](https://www.g2.com/products/itop/reviews) — 4.3/5 stars (7 reviews)

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6999 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7786 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3889 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (750 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

---
## Top Discussions

### GLPI

- Title: [What is GLPI ticket?](https://www.g2.com/discussions/what-is-glpi-ticket) — 1 comment
  > **Top comment:** "“Support ticket” is a term popularized by support software to describe an interaction between customers and support teams. When customers have problems, they..."
- Title: [Is GLPI free to use?](https://www.g2.com/discussions/is-glpi-free-to-use) — 1 comment, 1 upvote
  > **Top comment:** "Yes !

As 100% open source free software (GNU GPL License), GLPI is free to use! 

To be accompanied by certified experts, to benefit from unlimited..."

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/glpi-vs-servicenow-customer-service-management)