# Kaseya VSA 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 manage complex user requests. - **Users say** that Kaseya VSA offers a **user-friendly experience** , highlighting its excellent interface and ease of use. Recent feedback mentions that the training provided was extremely beneficial, making it easier for users to navigate multiple tools within one hub. - **Reviewers mention** that ServiceNow IT Service Management provides **customization and reporting capabilities** that are easy to use. Users appreciate the ability to design their own dashboards based on SLA and OLA standards, which enhances their operational efficiency. - **According to verified reviews** , Kaseya VSA has a strong reputation for **support quality** , with users noting that the support team is phenomenal and responsive to their needs. This level of support can be crucial for small businesses that may not have extensive IT resources. - **G2 reviewers highlight** that ServiceNow IT Service Management is particularly strong in **scalability** , allowing organizations to unify IT operations, automation, and service workflows into one platform. This is especially beneficial for larger enterprises looking to streamline their processes. - **Users express concerns** about Kaseya VSA's **implementation challenges** , with some reviewers noting that it can struggle to match specific workflow needs. This may require additional configuration efforts, which could be a drawback for teams looking for a quick setup. | | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Star Rating** | 4.0 out of 5 | 4.5 out of 5 | | **Total Reviews** | 326 | 1,910 | | **Largest Market Segment** | Small-Business (52.2% of reviews) | Enterprise (73.2% of reviews) | | **Entry Level Price** | standard | No pricing available | --- ## Top Pros & Cons ### Kaseya VSA Pros: - Ease of Use (10 reviews) - Automation (9 reviews) Cons: - Missing Features (5 reviews) - Connectivity Issues (4 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 | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Meets Requirements** | 8.3 (257 reviews) | 8.9 (920 reviews) | | **Ease of Use** | 7.6 (265 reviews) | 8.5 (1385 reviews) | | **Ease of Setup** | 7.2 (220 reviews) | 8.2 (769 reviews) | | **Ease of Admin** | 7.9 (218 reviews) | 8.6 (337 reviews) | | **Quality of Support** | 7.4 (246 reviews) | 8.6 (1004 reviews) | | **Has the product been a good partner in doing business?** | 7.7 (210 reviews) | 8.8 (332 reviews) | | **Product Direction (% positive)** | 7.4 (258 reviews) | 8.9 (920 reviews) | --- ## Pricing ### Kaseya VSA #### Entry-Level Pricing Plan: Kaseya VSA Pricing Price: standard Description: Full featured solution for IT departments and MSPs. Key Features: - Discover, Audit, Inventory, Monitor - Clients, Servers & Networks - Remote Control - Patch Management [Learn more about Kaseya VSA](https://www.g2.com/products/kaseya-vsa/reviews) #### 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 | |---|---|---| | **Kaseya VSA** | N/A | N/A | | **ServiceNow IT Service Management** | 8.5/10 | 679 | #### Administration | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Change Management** | Not enough data | 9.2 (334 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 | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Help Desk** | Not enough data | 9.4 (404 reviews) ✓ Verified | | **Incident Reports** | Not enough data | 9.3 (326 reviews) ✓ Verified | | **Process Workflow** | Not enough data | 9.1 (374 reviews) ✓ Verified | #### Management | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Reporting** | Not enough data | 8.9 (324 reviews) ✓ Verified | | **Administration Console** | Not enough data | 8.7 (246 reviews) ✓ Verified | | **Access Management** | Not enough data | 8.8 (243 reviews) ✓ Verified | | **Asset Management** | Not enough data | 8.9 (241 reviews) ✓ Verified | | **Policy Dictation** | Not enough data | 8.4 (221 reviews) | #### Functionality | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Ticketing System** | Not enough data | 9.5 (417 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 (348 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | Kaseya VSA | 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 (141 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) | ### Remote Monitoring & Management (RMM) | Product | Score | Reviews | |---|---|---| | **Kaseya VSA** | 8.2/10 | 122 | | **ServiceNow IT Service Management** | N/A | N/A | #### Inventory Management - Remote Monitoring & Management (RMM) | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Device Management** | 8.3 (121 reviews) ✓ Verified | Not enough data | | **Asset Management** | Not enough data | Not enough data | | **ITIL Policy Compliance** | Not enough data | Not enough data | #### Monitoring and Management | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Remote Monitoring** | 8.6 (118 reviews) ✓ Verified | Not enough data | | **Asset Tracking** | 7.8 (113 reviews) | Not enough data | | **Application Deployment** | 7.7 (114 reviews) ✓ Verified | Not enough data | | **Patch Management** | 8.1 (117 reviews) ✓ Verified | Not enough data | | **Asset Tracking** | Not enough data | Not enough data | #### IT Operations & Workflow - Remote Monitoring & Management (RMM) | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Workflow Management** | Not enough data | Not enough data | #### Service Management | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Remote Access** | 8.5 (119 reviews) ✓ Verified | Not enough data | | **Service Management (Issue Prioritization)** | Not enough data | Not enough data | | **Ticketing** | Not enough data | Not enough data | #### Agentic AI - Remote Monitoring & Management (RMM) | Feature | Kaseya VSA | 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 | ### Incident Management | Product | Score | Reviews | |---|---|---| | **Kaseya VSA** | N/A | N/A | | **ServiceNow IT Service Management** | 8.2/10 | 312 | #### Monitoring | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Constant Monitoring** | Not enough data | 8.9 (226 reviews) ✓ Verified | | **Timely Alerts** | Not enough data | 9.1 (241 reviews) ✓ Verified | | **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | | **AI Monitoring** | Not enough data | 7.6 (32 reviews) | #### Management Tools | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Ticket Assignment** | Not enough data | 9.2 (253 reviews) ✓ Verified | | **Standardization** | Not enough data | 9.1 (253 reviews) | | **Lifecycle Visualization** | Not enough data | 8.7 (236 reviews) ✓ Verified | #### Generative AI | Feature | Kaseya VSA | 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 | Kaseya VSA | 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) | ### Remote Support | Product | Score | Reviews | |---|---|---| | **Kaseya VSA** | 7.4/10 | 113 | | **ServiceNow IT Service Management** | N/A | N/A | #### Administration | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Screen Sharing** | 8.8 (106 reviews) | Not enough data | | **File Sharing** | 8.0 (101 reviews) | Not enough data | | **Session Recording** | 7.8 (91 reviews) | Not enough data | | **Unattended Remote Access** | 8.6 (107 reviews) | Not enough data | | **Multi - Session Handling** | 8.2 (94 reviews) | Not enough data | | **Multi-Monitor Support** | 7.8 (99 reviews) | Not enough data | #### Maintenance | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Remote Reboot** | 8.7 (102 reviews) | Not enough data | | **Remote Printing** | 7.1 (84 reviews) | Not enough data | #### Communication | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Text Chat** | 7.3 (93 reviews) | Not enough data | | **VoIP** | 5.4 (79 reviews) | Not enough data | | **Video Conference Call** | 5.6 (78 reviews) | Not enough data | | **Screen Annotations** | 6.6 (77 reviews) | Not enough data | #### Security | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Data Encryption** | 7.4 (81 reviews) | Not enough data | | **Compliance** | 7.7 (88 reviews) | Not enough data | #### Device Support | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Mobile Device Access** | 6.1 (82 reviews) | Not enough data | | **Multi-Platform Support** | 7.6 (94 reviews) | Not enough data | | **Cross-Platform** | 7.5 (93 reviews) | Not enough data | #### Performance | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Reporting** | 7.7 (98 reviews) | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **Kaseya VSA** | 7.5/10 | 77 | | **ServiceNow IT Service Management** | 8.5/10 | 405 | #### Incident Management | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Automate Ticket Routing** | 7.9 (58 reviews) | 9.0 (331 reviews) | | **Ticket Prioritization** | 8.0 (57 reviews) | 9.0 (326 reviews) | | **Ticket Notifications** | 8.0 (60 reviews) | 9.1 (331 reviews) | | **Knowledge Base** | 7.3 (59 reviews) | 8.8 (319 reviews) | | **Knowledge Base/Ticket Integration** | 7.6 (54 reviews) | 8.8 (304 reviews) | #### Reporting | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Dashboards** | 7.3 (68 reviews) | 8.8 (327 reviews) | | **Time Tracking** | 6.8 (55 reviews) | 8.8 (290 reviews) | | **Surveys** | 6.5 (50 reviews) | 8.5 (178 reviews) | #### Access & Usability | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Mobile** | 6.5 (53 reviews) | 8.0 (240 reviews) | | **Self Service** | 7.6 (55 reviews) | 8.8 (305 reviews) | | **Active Directory** | 7.9 (57 reviews) | 8.5 (263 reviews) | | **Multi-Channel Access** | 8.0 (49 reviews) | 8.8 (167 reviews) | #### Agentic AI - Service Desk | Feature | Kaseya VSA | 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) | ### Enterprise IT Management | Product | Score | Reviews | |---|---|---| | **Kaseya VSA** | 7.8/10 | 134 | | **ServiceNow IT Service Management** | N/A | N/A | #### Analysis | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Threat Detection** | 7.3 (86 reviews) | Not enough data | #### Platform | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Unified Communications Platform** | 7.1 (80 reviews) | Not enough data | | **Remote Access** | 8.4 (123 reviews) | Not enough data | | **ITIL Policy Compliance** | 7.8 (85 reviews) | Not enough data | | **Asset Tracking** | 8.3 (112 reviews) | Not enough data | | **IT Knowledge Management** | 7.6 (94 reviews) | Not enough data | #### Security | Feature | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Endpoint Protection** | 7.8 (97 reviews) | Not enough data | | **Patch Management** | 8.2 (120 reviews) | Not enough data | | **Disaster Recovery** | Feature Not Available | Not enough data | | **Service Management** | 8.0 (104 reviews) | Not enough data | | **Workflow Management** | 7.6 (94 reviews) | Not enough data | #### Agentic AI - Enterprise IT Management | Feature | Kaseya VSA | 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 | --- ## Categories **Shared Categories (1):** [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to Kaseya VSA (4):** [Remote Monitoring & Management (RMM) Software](https://www.g2.com/categories/remote-monitoring-management-rmm), [Remote Support Software](https://www.g2.com/categories/remote-support), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Patch Management Software](https://www.g2.com/categories/patch-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 | Kaseya VSA | ServiceNow IT Service Management | |---|---|---| | **Small-Business** | 52.2% | 5.8% | | **Mid-Market** | 41.7% | 21.0% | | **Enterprise** | 6.1% | 73.2% | ### By Industry #### Kaseya VSA - **Information Technology and Services:** 37.0% - **Computer & Network Security:** 9.3% - **Computer Networking:** 2.6% - **Primary/Secondary Education:** 2.6% - **Financial Services:** 2.3% - **Consulting:** 1.9% - **Banking:** 1.9% - **Computer Software:** 1.9% - **Construction:** 1.9% - **Accounting:** 1.6% - **Other:** 37.0% #### 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 Kaseya VSA - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1233 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4903 reviews) - [N-able N-central](https://www.g2.com/products/n-able-n-central/reviews) — 4.4/5 stars (562 reviews) - 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[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 (4903 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 (296 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (283 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 (620 reviews) --- ## Top Discussions ### Kaseya VSA - Title: [What if I'm under contract with another solution?](https://www.g2.com/discussions/what-if-i-m-under-contract-with-another-solution) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "We are always willing to work with our customers to assist in moving to our solution, give us a call and let's talk through the details of our existing..." - Title: [Is there a Free Trial available of the Product?](https://www.g2.com/discussions/is-there-a-free-trial-available-of-the-product) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "We currently have a totally free 14 day trial of Kaseya VSA if you'd like to give the platform a try. The trial comes with absolutely no obligations, and we..." - Title: [Where is Kaseya located?](https://www.g2.com/discussions/where-is-kaseya-located) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Kaseya is headquartered in Dublin, Ireland and has a presence in over 20 countries. Our U.S. headquarters is in Waltham, Massachusetts. Visit the Contact Us..." - Title: [Does VSA integrate with any other related providers?](https://www.g2.com/discussions/does-vsa-integrate-with-any-other-related-providers) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "VSA has various integrations with other providers to help you tie together your IT infrastructure. Kaseya offers a full suite of IT solutions through their..." - Title: [What does Kaseya do?](https://www.g2.com/discussions/what-does-kaseya-do) — 1 comment, 1 upvote *(includes official response)* > **Top comment:** "Kaseya provides cloud-based IT management and security software that enables IT organizations and Managed Service Providers (MSPs) to deliver high-quality IT..." ### 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/kaseya-vsa-vs-servicenow-it-service-management)