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# OTRS vs ServiceNow IT Service Management Comparison - What are their main differences?

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OTRSServiceNow IT Service...[+ Add Product](#)

Reviews

**OTRS** [

4.4/5(38)

](https://www.g2.com/products/otrs/reviews#reviews)

**ServiceNow IT Service Management** [

4.5/5(2,001)

](https://www.g2.com/products/servicenow-it-service-management/reviews#reviews)

Pricing

**OTRS**
No pricing available

**ServiceNow IT Service Management**
No pricing available

**Pricing Insights**
from reviews

Time to Implement

**OTRS**
Not enough reviews yet

**ServiceNow IT Service Management**
5 months

Based on 20 responses

Return on Investment

**OTRS**
Not enough reviews yet

**ServiceNow IT Service Management**
13 months

Based on 18 responses

Perceived Cost

**OTRS**
$$$$$

**ServiceNow IT Service Management**
$$$$$

Average Discount

**OTRS**
Not enough reviews yet

**ServiceNow IT Service Management**
15%

 ![OTRS](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "OTRS")

 ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")

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Pros & Cons

**OTRS**
[
Customizability (1)
](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362502&qs=pros-and-cons#reviews)[
Customization (1)
](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362546&qs=pros-and-cons#reviews)[
Ticketing Issues (2)
](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044512&qs=pros-and-cons#reviews)[
Access Control (1)
](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279147&qs=pros-and-cons#reviews)

**ServiceNow IT Service Management**
[
Ease of Use (168)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1546751&qs=pros-and-cons#reviews)[
Incident Management (112)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1549440&qs=pros-and-cons#reviews)[
Learning Curve (72)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1548368&qs=pros-and-cons#reviews)[
Expensive (60)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1547869&qs=pros-and-cons#reviews)

Integrations

**OTRS**
Not enough data

**ServiceNow IT Service Management**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_cd2b351740dc3fc7b599e9bff74168d3/accreditation-manager.png "Product Avatar Image")

Accreditation Manager

](https://www.g2.com/products/accreditation-manager/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image")

ActiveDirectory Domain...

](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3ecdf4b29d13e918625a439cb01a06b2/aria-aria.png "Product Avatar Image")

Aria

](https://www.g2.com/products/aria-aria/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_504423766e296a0eeef13491cb738385/aws-cloud-development-kit-aws-cdk.png "Product Avatar Image")

AWS Cloud Development Kit...

](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews)[
View all
](https://www.g2.com/products/servicenow-it-service-management/integrations)

Screenshots

**OTRS**
No screenshot available

**ServiceNow IT Service Management**
 ![ServiceNow IT Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1738738/servicenow-l1-service-desk-ai-specialist.png)

Ratings

Meets Requirements

**OTRS**

9.2

9.233

**ServiceNow IT Service Management**

8.9

8.9939

Ease of Use

**OTRS**

9.1

9.133

**ServiceNow IT Service Management**

8.6

8.61,455

Ease of Setup

**OTRS**

7.9

7.98

**ServiceNow IT Service Management**

8.2

8.2791

Ease of Admin

**OTRS**

6.9

6.97

**ServiceNow IT Service Management**

8.6

8.6349

Quality of Support

**OTRS**

9.0

9.028

**ServiceNow IT Service Management**

8.6

8.61,064

Has the product been a good partner in doing business?

**OTRS**

6.7

6.76

**ServiceNow IT Service Management**

8.8

8.8344

Product Direction (% positive)

**OTRS**

7.1

7.132

**ServiceNow IT Service Management**

8.9

8.9935

Features

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

9.0

23

8.8

761

Administration

Change Management

9.3(won by 0.1)

21

|

Verified

9.2

353

|

Verified

Asset Management

9.1(won by 0.3)

19

|

Verified

8.8

265

|

Verified

Reports & Analytics

9.3(won by 0.4)

20

|

Verified

8.9

335

|

Verified

Task Management

Not enough data

9.2(won by default)

6

Service Request Management

Not enough data

9.9(won by default)

18

Configuration Management

Not enough data

8.3(won by default)

6

Ticket Management

Not enough data

9.4(won by default)

26

Workflow Management

Not enough data

8.5(won by default)

17

Problem Management

Not enough data

10.0(won by default)

11

Incident Management

Not enough data

9.8(won by default)

25

IT Asset Management

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

9.3

20

|

Verified

9.4(won by 0.1)

416

|

Verified

Incident Reports

9.0

21

|

Verified

9.3(won by 0.3)

333

|

Verified

Process Workflow

9.1(tied score)

20

|

Verified

9.1(tied score)

384

|

Verified

Customizable Reports

Not enough data

Not enough data

Management

Reporting

8.5

13

|

Verified

9.0(won by 0.5)

333

|

Verified

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Administration Console

8.7(won by 0.1)

13

|

Verified

8.6

249

|

Verified

Access Management

9.0(won by 0.2)

12

|

Verified

8.8

245

|

Verified

Asset Management

8.8

12

|

Verified

8.9(won by 0.1)

246

|

Verified

Policy Dictation

9.3(won by 0.9)

10

 (There is a greater than 0.5 difference between this product's rating and its competitors)

8.4

224

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

9.2

14

|

Verified

9.5(won by 0.3)

437

|

Verified

Performance Logging

8.1

14

8.7(won by 0.6)

229

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Alerting

8.8(won by 0.1)

14

|

Verified

8.7

236

|

Verified

Automation

9.4(won by 0.3)

11

|

Verified

9.1

367

|

Verified

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

7.6(won by default)

56

Multi-step Planning

Not enough data

7.6(won by default)

48

Cross-system Integration

Not enough data

8.8(won by default)

144

Adaptive Learning

Not enough data

7.5(won by default)

47

Natural Language Interaction

Not enough data

7.5(won by default)

51

Proactive Assistance

Not enough data

7.3(won by default)

51

Decision Making

Not enough data

7.7(won by default)

52

Third-Party Integrations

Not enough data

7.8(won by default)

6

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Activity Dashboard

Not enough data

10.0(won by default)

5

Collaboration Tools

Not enough data

10.0(won by default)

6

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);)

8.3

28

Not enough data

Ticket and Case Management

Ticket Creation User Experience

9.1(won by default)

27

|

Verified

Not enough data

Ticket Response User Experience

8.8(won by default)

27

|

Verified

Not enough data

Workflow

8.9(won by default)

25

|

Verified

Not enough data

Service Level Agreement (SLA) Management

8.8(won by default)

23

|

Verified

Not enough data

Attachments/Screencasts

8.7(won by default)

25

Not enough data

Ticket Collaboration

8.8(won by default)

27

|

Verified

Not enough data

Customer/Contact Database

8.5(won by default)

18

|

Verified

Not enough data

Automated Response

Feature Not Available

Not enough data

Workflow Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Call Center Management

Not enough data

Not enough data

Queue Management

Not enough data

Not enough data

Inbox Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Help Desk

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

Customer Portal

8.4(won by default)

19

|

Verified

Not enough data

Email to Case

8.4(won by default)

22

|

Verified

Not enough data

Live Chat Support

7.5(won by default)

16

|

Verified

Not enough data

Voice

7.8(won by default)

15

|

Verified

Not enough data

Social Media Integration

Feature Not Available

Not enough data

Video Chat

Not enough data

Not enough data

Platform

Customization 

6.7(won by default)

8

|

Verified

Not enough data

User, Role, and Access Management

7.5(won by default)

8

|

Verified

Not enough data

Third-Party Integrations

8.7(won by default)

5

|

Verified

Not enough data

Reporting

8.3(won by default)

21

|

Verified

Not enough data

Activity Dashboard

8.6(won by default)

23

|

Verified

Not enough data

Mobile User Support

Feature Not Available

Not enough data

Mobile Access

Not enough data

Not enough data

Additional Functionality

Automated Routing

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Gamification

Not enough data

Not enough data

Conversation Intelligence

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Key Performance Indicators

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Voice Recognition

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Task Automation

Not enough data

Not enough data

IVR

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Data Security

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);)

Not enough data

8.3

323

Monitoring

Constant Monitoring

Not enough data

8.9(won by default)

227

|

Verified

Timely Alerts

Not enough data

9.1(won by default)

245

|

Verified

TIcket Accuracy

Not enough data

9.1(won by default)

249

|

Verified

AI Monitoring

Not enough data

7.7(won by default)

33

Mobile Alerts

Not enough data

Not enough data

Email Alerts

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Management Tools

Ticket Assignment

Not enough data

9.2(won by default)

254

|

Verified

Standardization

Not enough data

9.1(won by default)

253

Lifecycle Visualization

Not enough data

8.7(won by default)

237

|

Verified

Generative AI

AI Text Generation

Not enough data

8.3(won by default)

108

AI Text Summarization

Not enough data

8.3(won by default)

126

Generative AI

Not enough data

Not enough data

Agentic AI - Incident Management

Autonomous Task Execution

Not enough data

7.3(won by default)

27

Multi-step Planning

Not enough data

7.4(won by default)

28

Cross-system Integration

Not enough data

8.0(won by default)

34

Adaptive Learning

Not enough data

7.6(won by default)

28

Natural Language Interaction

Not enough data

7.8(won by default)

27

Proactive Assistance

Not enough data

7.9(won by default)

30

Decision Making

Not enough data

7.9(won by default)

30

Third-Party Integrations

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Alerts/Notifications

Not enough data

Not enough data

Forms Management

Not enough data

Not enough data

Safety Incident Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

OSHA Compliance

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Disaster Recovery

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Corrective and Preventive Actions (CAPA)

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Issue Management

Not enough data

Not enough data

Communications Management

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

IT Incident Management

Not enough data

Not enough data

Audit Management

Not enough data

Not enough data

Event Logs

Not enough data

Not enough data

Risk Analysis

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Risk Assessment

Not enough data

Not enough data

Incident Reporting

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Reminders

Not enough data

Not enough data

On Call Scheduling

Not enough data

Not enough data

Investigation Management

Not enough data

Not enough data

Maintenance Scheduling

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

Not enough data

8.5

424

Incident Management

Automate Ticket Routing

Not enough data

9.1(won by default)

334

Ticket Prioritization

Not enough data

9.0(won by default)

329

Ticket Notifications

Not enough data

9.1(won by default)

336

Knowledge Base

Not enough data

8.8(won by default)

322

Knowledge Base/Ticket Integration

Not enough data

8.8(won by default)

307

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

Not enough data

8.8(won by default)

331

Time Tracking

Not enough data

8.8(won by default)

292

Surveys

Not enough data

8.5(won by default)

179

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

Not enough data

8.0(won by default)

240

Self Service

Not enough data

8.8(won by default)

308

Active Directory

Not enough data

8.5(won by default)

263

Multi-Channel Access

Not enough data

8.8(won by default)

167

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

Not enough data

8.2(won by default)

24

Multi-step Planning

Not enough data

8.2(won by default)

22

Cross-system Integration

Not enough data

8.7(won by default)

33

Adaptive Learning

Not enough data

8.0(won by default)

20

Natural Language Interaction

Not enough data

8.4(won by default)

18

Proactive Assistance

Not enough data

7.8(won by default)

20

Decision Making

Not enough data

7.9(won by default)

20

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Show 2 feature categories with incomplete data

Configuration Management[Hide 83 FeaturesShow 83 Features](javascript:void(0);)

Not enough data

Not enough data

Additional Functionality

Widgets

Not enough data

Not enough data

Impact Management

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

License Management

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Request Assignment

Not enough data

Not enough data

Help Desk Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

IT Asset Tracking

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Data Mapping

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Performance Monitoring

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Active Directory Integration

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Configurable Workflow

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Device Auto Discovery

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Relationship Mapping

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Vulnerability Scanning

Not enough data

Not enough data

Data Aggregation and Publishing

Not enough data

Not enough data

Cost Tracking

Not enough data

Not enough data

Template Management

Not enough data

Not enough data

Lifecycle Management

Not enough data

Not enough data

Historical Reporting

Not enough data

Not enough data

Monitoring

Not enough data

Not enough data

Configuration Automation

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

File Management

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Patch Management

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Version Control

Not enough data

Not enough data

Task Progress Tracking

Not enough data

Not enough data

IT Cost Management

Not enough data

Not enough data

Archiving & Retention

Not enough data

Not enough data

Scheduling

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Policy Management

Not enough data

Not enough data

Real-Time Analytics

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Rules-Based Workflow

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Business Process Automation

Not enough data

Not enough data

Sarbanes-Oxley Compliance

Not enough data

Not enough data

Task Scheduling

Not enough data

Not enough data

Remote Support[Hide 57 FeaturesShow 57 Features](javascript:void(0);)

Not enough data

Not enough data

Administration

Screen Sharing

Not enough data

Not enough data

File Sharing

Not enough data

Not enough data

Session Recording

Not enough data

Not enough data

Unattended Remote Access

Not enough data

Not enough data

Multi - Session Handling

Not enough data

Not enough data

Multi-Monitor Support

Not enough data

Not enough data

Maintenance

Remote Reboot

Not enough data

Not enough data

Remote Printing

Not enough data

Not enough data

Communication 

Text Chat

Not enough data

Not enough data

VoIP

Not enough data

Not enough data

Video Conference Call

Not enough data

Not enough data

Screen Annotations

Not enough data

Not enough data

Security

Data Encryption

Not enough data

Not enough data

Compliance

Not enough data

Not enough data

Device Support

Mobile Device Access

Not enough data

Not enough data

Multi-Platform Support

Not enough data

Not enough data

Cross-Platform

Not enough data

Not enough data

Video Support

Not enough data

Not enough data

Performance

Reporting

Not enough data

Not enough data

Additional Functionality

Remote Monitoring & Management

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

File Transfer

Not enough data

Not enough data

Two-Factor Authentication

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Summary Reports

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Session Transfer

Not enough data

Not enough data

Remote Update/Installation

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Server Monitoring

Not enough data

Not enough data

Real-Time Updates

Not enough data

Not enough data

Troubleshooting

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Multiple User Accounts

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

API

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Video Conferencing

Not enough data

Not enough data

Diagnostic Tools

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![OTRS](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "OTRS")](https://www.g2.com/products/otrs/reviews)

OTRS

Small-Business(50 or fewer emp.)

8.1%

Mid-Market(51-1000 emp.)

32.4%

Enterprise(\> 1000 emp.)

59.5%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)

ServiceNow IT Service Management

Small-Business(50 or fewer emp.)

5.9%

Mid-Market(51-1000 emp.)

21.3%

Enterprise(\> 1000 emp.)

72.8%

Small-Business

(50 or fewer emp.)

8.1%

5.9%

Mid-Market

(51-1000 emp.)

32.4%

21.3%

Enterprise

(\> 1000 emp.)

59.5%

72.8%

Reviewers' Industry

[![OTRS](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "OTRS")](https://www.g2.com/products/otrs/reviews)
OTRS

Pharmaceuticals

29.7%

Information Technology and Services

10.8%

Higher Education

8.1%

Outsourcing/Offshoring

5.4%

Computer Software

5.4%

Other

40.5%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)
ServiceNow IT Service Management

Information Technology and Services

24.1%

Hospital & Health Care

7.2%

Computer Software

6.8%

Financial Services

6.0%

Computer & Network Security

3.6%

Other

52.3%

FAQs

## OTRS vs ServiceNow IT Service... FAQs

Generated using AI

Last updated: August 14, 2026

### What is the difference between OTRS vs ServiceNow IT Service...?

ServiceNow IT Service Management stands out for its higher G2 rating, broader enterprise adoption, and stronger reviewer-cited collaboration features, while OTRS is noted for its customizability and ease of use.

| [OTRS](https://www.g2.com/products/otrs/reviews) | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) |
| --- | --- |
| 4.4/5 (38 reviews) | 4.5/5 (1953 reviews) |
| Enterprise | Enterprise |
| 7.9 | 8.2 |
| 9.0 | 8.6 |
| Customizability | Collaboration |

### How do the pricing models of OTRS and ServiceNow IT Service... compare?

OTRS is rated higher for value by reviewers, indicating greater satisfaction with its pricing compared to ServiceNow IT Service Management.

- **OTRS:** In recent reviews, OTRS is praised for being open source and customizable, with several reviewers highlighting its cost-effectiveness and flexibility for organizations seeking lower support costs.
- **ServiceNow IT Service Management:** Reviewers frequently mention that ServiceNow's pricing is geared toward large enterprises, with some noting that the cost can be prohibitive for smaller or mid-market organizations and that adding modules increases expenses.

### What are the best alternatives to OTRS and ServiceNow IT Service...?

The top three alternatives to OTRS and ServiceNow IT Service Management are Freshservice, Jira Service Management, and ManageEngine.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [OTRS](https://www.g2.com/products/otrs/reviews) | 4.4/5 (38 reviews) | Enterprise | Praised for open source flexibility and lower support costs | Customizability |
| [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | Pricing geared toward large enterprises, higher cost for added modules | Collaboration |
| [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | — | — |
| [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | — |
| [ManageEngine](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) | 4.2/5 (250 reviews) | Mid-Market | — | — |

### Which Service Desk features should I prioritize when comparing OTRS and ServiceNow IT Service...?

Buyers comparing OTRS and ServiceNow IT Service Management should prioritize Workflow, Ease of Use, Customizability, Collaboration, and Ticket Management.

- **Workflow:** ServiceNow IT Service Management is frequently cited for workflow automation and solid workflow engines, while OTRS is praised for customizable workflows and process automation.
- **Ease of Use:** OTRS scores 9.1, ServiceNow IT Service Management scores 8.5.
- **Customizability:** OTRS is highlighted for its customizability (all-time mentions: 1), while ServiceNow IT Service Management is noted for its flexibility and adaptability in recent reviews.
- **Collaboration:** ServiceNow IT Service Management is cited for collaboration (all-time mentions: 52) and team collaboration (all-time mentions: 30).
- **Ticket Management:** Both products are praised for ticket management, with OTRS noted for tracking ease and ServiceNow IT Service Management for centralized ticket management.

### What are the pros and cons of OTRS vs ServiceNow IT Service...?

OTRS is strongest in customizability and ease of use, while ServiceNow IT Service Management excels in collaboration and workflow automation.

- **OTRS strengths:** Customizability (all-time mentions: 1), ease of use (all-time mentions: 1), management centralization, and organization.
- **OTRS trade-offs:** Ticketing issues (all-time mentions: 2), access control limitations, slow loading, and performance concerns.
- **ServiceNow IT Service Management strengths:** Ease of use (all-time mentions: 168), features (all-time mentions: 97), collaboration (all-time mentions: 52), team collaboration (all-time mentions: 30), and workflow automation.
- **ServiceNow IT Service Management trade-offs:** Reviewers note complexity in setup and customization, a steep learning curve for new users, and higher costs for added modules.

### Is OTRS or ServiceNow IT Service... better for small businesses?

OTRS is a better fit for small businesses, as reviewers highlight its flexibility and lower support costs, while both products are primarily adopted by enterprise organizations.

- **OTRS:** Largest segment is Enterprise, but reviewers note its open source model and cost-effectiveness make it accessible for smaller organizations seeking flexibility.
- **ServiceNow IT Service Management:** Largest segment is Enterprise, and reviewers frequently mention its pricing and complexity are better suited for large enterprises rather than small businesses.

### Which Service Desk platform has better integrations?

ServiceNow IT Service Management is favored for integrations, with reviewers citing its strong integration capabilities and frequent mentions of third-party tool connections.

- **OTRS:** Recent reviews mention integration with email and SMTP, but no third-party tool integrations are cited with significant frequency.
- **ServiceNow IT Service Management:** Jira integration is cited in 22 all-time reviews, and recent reviews highlight broad integration capabilities with other enterprise applications.

### How do OTRS and ServiceNow IT Service... compare on customer support?

OTRS and ServiceNow IT Service Management are rated within 0.4 points on Quality of Support, with OTRS at 9.0 and ServiceNow IT Service Management at 8.6, indicating near parity.

- **OTRS:** Reviewers consistently praise OTRS for responsive support, customizable assistance, and helpful vendor engagement, though some note support can be costly.
- **ServiceNow IT Service Management:** Reviewers describe support as reliable and helpful, with positive onboarding experiences, but some mention the need for specialized expertise and slower response for complex issues.

### Which is easier to implement, OTRS or ServiceNow IT Service...?

ServiceNow IT Service Management and OTRS score within 0.3 points on Ease of Setup (8.2 vs 7.9), indicating similar implementation experiences.

- **OTRS:** Reviewers describe setup as straightforward for basic use, with some noting complexity in advanced configuration and customization.
- **ServiceNow IT Service Management:** Reviewers highlight easy initial setup for standard deployments, but note that advanced customization and integrations require more expertise and planning.

### Which product has better Workflow?

ServiceNow IT Service Management is more frequently cited for Workflow, with reviewers highlighting its automation and workflow engine as standout features.

- **OTRS:** Reviewers mention customizable workflows and process automation, with a Meets Requirements score of 9.2.
- **ServiceNow IT Service Management:** Workflow automation is a top-cited feature (all-time mentions: 97 for features), and reviewers consistently praise its workflow engine and automation capabilities, with a Meets Requirements score of 8.9.

Alternatives

**OTRS Alternatives**

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk")

[
Freshdesk
](/products/freshdesk/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

**ServiceNow IT Service Management Alternatives**

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk")

[
SolarWinds Service Desk
](/products/solarwinds-service-desk/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)