# ITSM 365 vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in its ability to automate ticket routing and integrate seamlessly with the CMDB, providing a centralized view of active incidents. This feature is particularly beneficial for organizations managing complex user requests, making it a strong choice for enterprises.
- **Users say** that ITSM 365 stands out for its user-friendly interface and ease of managing project details. Reviewers appreciate its integration capabilities with applications like Jira and Power BI, which facilitate automated services across various business functions.
- **According to verified reviews** , ServiceNow IT Service Management offers robust customization options and easy reporting features, allowing users to tailor their dashboards based on SLA and OLA standards. This flexibility is a significant advantage for larger organizations with specific operational needs.
- **Reviewers mention** that while ITSM 365 is praised for its ease of use, it sometimes struggles to meet the specific workflow requirements of users, indicating potential configuration challenges that may arise during implementation.
- **Users highlight** that ServiceNow IT Service Management has a strong market presence, reflected in its high G2 Score and extensive user base. This widespread adoption suggests a level of reliability and support that can be crucial for enterprises looking for a dependable ITSM solution.
- **G2 reviewers note** that while ITSM 365 has a lower total number of reviews, its recent positive feedback emphasizes its effectiveness in managing the complete incident management lifecycle, making it a viable option for mid-market businesses seeking a cost-effective solution.



| | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 12 | 1,908 | 
| **Largest Market Segment** | Mid-Market (50.0% of reviews) | Enterprise (73.1% of reviews) | 
| **Entry Level Price** | 24,9$ user/month | No pricing available | 

---
## Top Pros & Cons

### ITSM 365

**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 | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 7.7 (8 reviews) | 8.9 (918 reviews) | 
  | **Ease of Use** | 9.0 (8 reviews) | 8.5 (1383 reviews) | 
  | **Ease of Setup** | Not enough data | 8.2 (767 reviews) | 
  | **Ease of Admin** | Not enough data | 8.6 (337 reviews) | 
  | **Quality of Support** | 8.3 (7 reviews) | 8.6 (1002 reviews) | 
  | **Has the product been a good partner in doing business?** | Not enough data | 8.8 (332 reviews) | 
  | **Product Direction (% positive)** | 6.1 (9 reviews) | 8.9 (918 reviews) | 

---
## Pricing

### ITSM 365

#### Entry-Level Pricing

Plan: Lite

Price: 24,9$ user/month

Description: Monthly cost, min 5 agents pack, billed monthly

Key Features:
- All features
- Free Upgrades
- Emails & Phone Support

[Browse all 2 editions](https://www.g2.com/products/itsm-365/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 |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 676 |

#### Administration

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 9.2 (333 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (258 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.8 (324 reviews) ✓ Verified | 

#### Service Desk

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 9.4 (402 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.3 (325 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 9.1 (373 reviews) ✓ Verified | 

#### Management

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 8.9 (324 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.7 (244 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.8 (242 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.9 (241 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.4 (221 reviews) | 

#### Functionality

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.5 (415 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 (347 reviews) ✓ Verified | 

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

| Feature | ITSM 365 | 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 (140 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 |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 311 |

#### Monitoring

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (240 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | ITSM 365 | 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 (236 reviews) ✓ Verified | 

#### Generative AI

| Feature | ITSM 365 | 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 | ITSM 365 | 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) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ITSM 365** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 404 |

#### Incident Management

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 9.0 (330 reviews) | 
| **Ticket Prioritization** | Not enough data | 9.0 (325 reviews) | 
| **Ticket Notifications** | Not enough data | 9.1 (331 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (319 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.8 (304 reviews) | 

#### Reporting

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.8 (327 reviews) | 
| **Time Tracking** | Not enough data | 8.7 (289 reviews) | 
| **Surveys** | Not enough data | 8.5 (178 reviews) | 

#### Access & Usability

| Feature | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | Not enough data | 8.0 (240 reviews) | 
| **Self Service** | Not enough data | 8.8 (304 reviews) | 
| **Active Directory** | Not enough data | 8.5 (263 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | ITSM 365 | 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):** [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


**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 | ITSM 365 | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 16.7% | 5.8% | 
| **Mid-Market** | 50.0% | 21.0% | 
| **Enterprise** | 33.3% | 73.1% | 

### By Industry

#### ITSM 365

- **Information Technology and Services:** 41.7%
- **Hospital & Health Care:** 16.7%
- **Public Relations and Communications:** 8.3%
- **Market Research:** 8.3%
- **Insurance:** 8.3%
- **Design:** 8.3%
- **Computer Software:** 8.3%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.3%
- **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:** 38.1%

---
## Alternatives

### Alternatives to ITSM 365

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1228 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4822 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13327 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (621 reviews)
- [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) — 4.5/5 stars (5614 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (583 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 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 (786 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 (4822 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 (295 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (282 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) — 4.3/5 stars (621 reviews)

---
## Top Discussions

### ITSM 365

No discussions available for this product.

### 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/itsm-365-vs-servicenow-it-service-management)