# GLPI vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in automation features, particularly with its seamless ticket routing and deep integration with the CMDB. Users appreciate how this centralizes incidents, making it easier to manage complex requests efficiently.
- **Users say** that GLPI stands out for its clear and structured approach to tracking IT assets and tickets. Reviewers highlight its organization and transparency, which significantly enhances day-to-day IT operations and makes management smoother.
- **According to verified reviews** , ServiceNow IT Service Management receives high praise for its customization capabilities and easy reporting tools. Users find that it allows them to design dashboards tailored to their specific SLA and OLA standards, which is a major advantage for larger enterprises.
- **Reviewers mention** that GLPI is particularly user-friendly, with an intuitive interface that requires minimal support during implementation. This ease of use is frequently noted by users who appreciate the straightforward setup process.
- **G2 reviewers highlight** that while both products have similar star ratings, ServiceNow IT Service Management's overall user satisfaction is significantly higher, reflecting its robust feature set and support quality, which includes a strong focus on automation and integration.
- **Users report** that GLPI's open-source nature is a double-edged sword; while it offers flexibility and cost-effectiveness, some users feel it lacks the advanced features and scalability that ServiceNow IT Service Management provides, especially for larger organizations.



| | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 42 | 1,900 | 
| **Largest Market Segment** | Mid-Market (36.8% of reviews) | Enterprise (73.2% 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 IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | GLPI | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.9 (30 reviews) | 8.9 (918 reviews) | 
  | **Ease of Use** | 8.5 (31 reviews) | 8.5 (1381 reviews) | 
  | **Ease of Setup** | 8.2 (18 reviews) | 8.2 (765 reviews) | 
  | **Ease of Admin** | 9.2 (16 reviews) | 8.6 (335 reviews) | 
  | **Quality of Support** | 8.2 (22 reviews) | 8.6 (1001 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (12 reviews) | 8.9 (330 reviews) | 
  | **Product Direction (% positive)** | 8.7 (26 reviews) | 8.9 (916 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 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 |
|---|---|---|
| **GLPI** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 677 |

#### Administration

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 9.2 (331 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (257 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.8 (323 reviews) ✓ Verified | 

#### Service Desk

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 9.4 (403 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.3 (324 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 9.1 (373 reviews) ✓ Verified | 

#### Management

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 8.9 (323 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.7 (244 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (241 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.9 (240 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.4 (221 reviews) | 

#### Functionality

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.5 (416 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.7 (229 reviews) | 
| **Alerting** | Not enough data | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | Not enough data | 9.0 (345 reviews) ✓ Verified | 

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

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (139 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

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

#### Monitoring

| Feature | GLPI | 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 | GLPI | 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 | GLPI | 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 | GLPI | 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) | 

### IT Asset Management

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

#### Asset Inventory

| Feature | GLPI | ServiceNow IT 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 IT 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 IT 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 IT 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 | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **GLPI** | 8.6/10 | 28 |
| **ServiceNow IT Service Management** | 8.5/10 | 405 |

#### Incident Management

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 9.4 (19 reviews) | 9.0 (330 reviews) | 
| **Ticket Prioritization** | 8.8 (20 reviews) | 9.0 (325 reviews) | 
| **Ticket Notifications** | 9.5 (22 reviews) | 9.1 (331 reviews) | 
| **Knowledge Base** | 8.4 (19 reviews) | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.9 (17 reviews) | 8.8 (304 reviews) | 

#### Reporting

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.6 (22 reviews) | 8.8 (327 reviews) | 
| **Time Tracking** | 8.9 (19 reviews) | 8.8 (290 reviews) | 
| **Surveys** | 7.5 (17 reviews) | 8.5 (179 reviews) | 

#### Access & Usability

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 7.6 (20 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 8.8 (23 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 9.0 (20 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 9.1 (16 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (1):** [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to GLPI (1):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management)

**Unique to ServiceNow IT Service Management (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [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 | GLPI | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 28.9% | 5.9% | 
| **Mid-Market** | 36.8% | 20.9% | 
| **Enterprise** | 34.2% | 73.2% | 

### By Industry

#### GLPI

- **Information Technology and Services:** 20.5%
- **Telecommunications:** 12.8%
- **Government Administration:** 7.7%
- **Computer & Network Security:** 7.7%
- **Oil & Energy:** 5.1%
- **Hospital & Health Care:** 5.1%
- **Banking:** 5.1%
- **Accounting:** 2.6%
- **Architecture & Planning:** 2.6%
- **Automotive:** 2.6%
- **Other:** 28.2%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.3%
- **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 GLPI

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 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 (4476 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 (785 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)
- [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 (1337 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 (4476 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 (277 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (614 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 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/glpi-vs-servicenow-it-service-management)