# Issuetrak vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Issuetrak excels in its user-friendly interface, making it easy for teams to pass tickets back and forth between departments. Users appreciate the ability to read all notes on issue resolutions, which enhances collaboration and transparency.
- **Users say** ServiceNow IT Service Management stands out for its robust automation capabilities, particularly in ticket routing. The deep integration with the CMDB allows for centralized management of incidents, which is highly valued by teams dealing with complex user requests.
- **Reviewers mention** that Issuetrak's reporting features are a significant asset, with users cherishing the ability to generate summary reports and custom queries. This functionality helps teams track performance and identify recurring issues effectively.
- **According to verified reviews** , ServiceNow IT Service Management offers extensive customization options, allowing users to design dashboards based on SLA and OLA standards. This flexibility is crucial for organizations looking to tailor their IT operations to specific needs.
- **G2 reviewers highlight** that while Issuetrak has a strong support rating, ServiceNow's support is perceived as slightly less favorable. However, Issuetrak users appreciate the high quality of support, which contributes to a positive overall experience.
- **Users report** that both platforms have their strengths, but ServiceNow's higher volume of recent reviews indicates a more active user base, suggesting that it may be better suited for larger enterprises, while Issuetrak is favored by mid-market companies for its straightforward ticketing system.



| | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 63 | 1,891 | 
| **Largest Market Segment** | Mid-Market (40.4% of reviews) | Enterprise (73.4% of reviews) | 
| **Entry Level Price** | Starting at $26.00 1 per agent Per Month | No pricing available | 

---
## Top Pros & Cons

### Issuetrak

**Not enough data**

### 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 | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.0 (58 reviews) | 8.9 (915 reviews) | 
  | **Ease of Use** | 8.2 (59 reviews) | 8.5 (1378 reviews) | 
  | **Ease of Setup** | 8.0 (42 reviews) | 8.2 (762 reviews) | 
  | **Ease of Admin** | 8.3 (43 reviews) | 8.6 (333 reviews) | 
  | **Quality of Support** | 9.0 (56 reviews) | 8.6 (998 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (43 reviews) | 8.9 (328 reviews) | 
  | **Product Direction (% positive)** | 7.8 (59 reviews) | 8.8 (913 reviews) | 

---
## Pricing

### Issuetrak

#### Entry-Level Pricing

Plan: Cloud

Price: Starting at $26.00 1 per agent Per Month

Description: Great for use cases such as Issue Tracking, Help Desk, and Complaint Management!
Cloud and on-premises hosting
Agent-only Team Plans or Unlimited FREE User Support Plans!
Free Trial available.

Key Features:
- On-Premises or Cloud
- Unlimited Free Users
- Dashboard and Issue Hub

[Learn more about Issuetrak](https://www.g2.com/products/issuetrak/reviews)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | 7.7/10 | 44 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.4 (43 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.1 (43 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 7.9 (42 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.2 (39 reviews) | Not enough data | 
| **SLA Management** | 7.4 (24 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.1 (41 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.1 (40 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 7.8 (24 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Portal** | 8.2 (30 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.4 (32 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 7.3 (15 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 

#### Platform

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | 5.7 (18 reviews) | Not enough data | 
| **Customization ** | 7.7 (30 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.3 (30 reviews) ✓ Verified | Not enough data | 
| **Integration** | 6.7 (11 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 6.8 (38 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 7.9 (38 reviews) ✓ Verified | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 673 |

#### Administration

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 9.2 (331 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (256 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.8 (322 reviews) ✓ Verified | 

#### Service Desk

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 9.4 (401 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.3 (323 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 9.1 (372 reviews) ✓ Verified | 

#### Management

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 8.9 (320 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.7 (241 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 | Issuetrak | 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 (232 reviews) ✓ Verified | 
| **Automation** | Not enough data | 9.0 (343 reviews) ✓ Verified | 

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

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (54 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (138 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 |
|---|---|---|
| **Issuetrak** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 308 |

#### Monitoring

| Feature | Issuetrak | 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 | 7.5 (31 reviews) | 

#### Management Tools

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (251 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (235 reviews) ✓ Verified | 

#### Generative AI

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | 8.3 (107 reviews) | 
| **AI Text Summarization** | Feature Not Available | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | Issuetrak | 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) | 

### Customer Self-Service

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

#### Generative AI

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Self-Service Experience

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Not enough data | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Issuetrak | 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 | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Issuetrak** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 404 |

#### Incident Management

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 9.0 (329 reviews) | 
| **Ticket Prioritization** | Not enough data | 9.0 (324 reviews) | 
| **Ticket Notifications** | Not enough data | 9.1 (330 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.8 (304 reviews) | 

#### Reporting

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.8 (326 reviews) | 
| **Time Tracking** | Not enough data | 8.7 (289 reviews) | 
| **Surveys** | Not enough data | 8.5 (179 reviews) | 

#### Access & Usability

| Feature | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.0 (239 reviews) | 
| **Self Service** | Not enough data | 8.8 (304 reviews) | 
| **Active Directory** | Not enough data | 8.5 (262 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | Issuetrak | 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 (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)

**Unique to Issuetrak (2):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Help Desk Software](https://www.g2.com/categories/help-desk)

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


---
## Reviewer Demographics

### By Company Size

| Segment | Issuetrak | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 24.6% | 5.8% | 
| **Mid-Market** | 40.4% | 20.8% | 
| **Enterprise** | 35.1% | 73.4% | 

### By Industry

#### Issuetrak

- **Information Technology and Services:** 14.5%
- **Telecommunications:** 8.1%
- **Hospital & Health Care:** 8.1%
- **Education Management:** 6.5%
- **Financial Services:** 6.5%
- **Computer Software:** 4.8%
- **Accounting:** 3.2%
- **Computer Networking:** 3.2%
- **Electrical/Electronic Manufacturing:** 3.2%
- **Furniture:** 3.2%
- **Other:** 38.7%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.5%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.4%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to Issuetrak

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Kayako](https://www.g2.com/products/kayako/reviews) — 4.1/5 stars (227 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7757 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3880 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (613 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 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 (4392 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 (275 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 (613 reviews)

---
## Top Discussions

### Issuetrak

- Title: [What is required for installation?](https://www.g2.com/discussions/what-is-required-for-installation) — 2 comments, 1 upvote
  > **Top comment:** "IssueTrak is a web-based software application available for On-Premises installation using your own web server and database platform or hosted and maintained..."
- Title: [What is Issuetrak used for?](https://www.g2.com/discussions/what-is-issuetrak-used-for) — 1 comment *(includes official response)*
  > **Top comment:** "Issuetrak is used by organizations to track tickets at their help desk, whether for internal IT requests or external customer support requests. A number of..."
- Title: [Where is your support team based?](https://www.g2.com/discussions/support-team) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Our Virginia-based support team maintains at least a 97% customer satisfaction rate and is available 24/7.

•	Web-based, email, mobile issue/ticket..."
- Title: [What kinds of businesses & industries are working with Issuetrak?](https://www.g2.com/discussions/755-industries-using-issuetrak) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "
Issuetrak is at the same time easy to use AND highly customizable, offering many user-defined options. This is why our customer base spans a wide range of..."

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