Compare Request Tracker and ServiceNow IT Service Management 
Featured Products
At a Glance
Market Segments
Enterprise (44.4% of reviews)
Enterprise (74.2% of reviews)
Entry-Level Pricing
$25.00 1 User Per Month
No pricing available
Request Tracker
Star Rating
(10)3.8 out of 5
Market Segments
Enterprise (44.4% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
$25.00 1 User Per Month
Browse all 4 pricing plansServiceNow IT Service Management
Star Rating
(1,246)4.4 out of 5
Market Segments
Enterprise (74.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that ServiceNow IT Service Management excels in providing a unified platform for managing IT services, which significantly reduces inefficiencies and errors. Users appreciate its powerful automation features that enhance workflow efficiency, making routine IT tasks quicker and more manageable.
- Users say that Request Tracker offers valuable insights and data that can help organizations make informed decisions about their resources. Its ability to automate requests is highlighted as a key feature, allowing teams to streamline workflows effectively, although some users note that the authorization system can be complex for beginners.
- Reviewers mention that ServiceNow's user-friendly design is a standout feature, making it accessible to users of all expertise levels. This collaborative approach not only boosts productivity but also fosters a positive team environment, which is a significant advantage for organizations looking to enhance their IT service management.
- According to verified reviews, Request Tracker is particularly strong in its ability to track defects and enhancements, with users noting that custom dashboards can help organize tasks more efficiently. However, it struggles to match the specific workflow needs of some users, leading to configuration challenges.
- G2 reviewers highlight that ServiceNow IT Service Management has a strong market presence, with a substantial number of recent reviews reflecting high user satisfaction. Its overall ratings indicate a robust performance in quality and support, which is crucial for organizations relying on IT service management tools.
- Users report that while Request Tracker has its merits, such as automating tasks and providing insights, it falls short in overall user satisfaction compared to ServiceNow. The latter's advanced features, including AI for enterprise security and risk management, position it as a more comprehensive solution for modern IT challenges.
Pricing
Entry-Level Pricing
Request Tracker
Starter
$25.00
1 User Per Month
Per User, Per Month
- 5 user minimum
- Access to RT's full feature set
- Unlimited External Users
ServiceNow IT Service Management
No pricing availableFree Trial
Request Tracker
Free Trial is available
ServiceNow IT Service Management
No trial information availableRatings
Meets Requirements
7.3
8
8.9
804
Ease of Use
7.1
8
8.5
1,024
Ease of Setup
Not enough data
8.2
584
Ease of Admin
Not enough data
8.6
316
Quality of Support
7.5
6
8.6
732
Has the product been a good partner in doing business?
Not enough data
8.8
311
Product Direction (% positive)
7.1
8
8.8
781
Features by Category
Ticket and Case Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.0
246
|
Verified
Not enough data
8.7
232
|
Verified
Not enough data
8.8
247
|
Verified
Service Desk
Not enough data
9.2
262
|
Verified
Not enough data
9.2
251
|
Verified
Not enough data
9.0
249
|
Verified
Management
Not enough data
8.9
240
|
Verified
Not enough data
8.9
216
|
Verified
Not enough data
8.8
221
|
Verified
Not enough data
8.8
216
|
Verified
Not enough data
8.5
201
Functionality
Not enough data
9.4
254
|
Verified
Not enough data
8.8
223
Not enough data
8.7
224
|
Verified
Not enough data
8.9
234
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
7.3
43
Not enough data
7.5
42
Not enough data
8.0
57
Not enough data
7.5
42
Not enough data
7.5
43
Not enough data
7.2
44
Not enough data
7.5
44
Bug Reporting
Not enough data
Not enough data
Not enough data
Not enough data
7.7
5
Not enough data
Bug Monitoring
7.3
5
Not enough data
Not enough data
Not enough data
7.7
5
Not enough data
Agentic AI - Bug Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
Not enough data
8.9
225
|
Verified
Not enough data
9.0
235
|
Verified
Not enough data
9.1
237
|
Verified
Not enough data
7.5
31
Management Tools
Not enough data
9.2
237
|
Verified
Not enough data
9.0
233
Not enough data
8.7
222
|
Verified
Generative AI
Not enough data
8.3
106
Not enough data
8.3
121
Agentic AI - Incident Management
Not enough data
7.2
26
Not enough data
7.2
26
Not enough data
7.8
29
Not enough data
7.3
25
Not enough data
7.7
25
Not enough data
7.6
26
Not enough data
7.6
26
Incident Management
Not enough data
9.0
305
Not enough data
8.9
303
Not enough data
9.1
308
Not enough data
8.8
299
Not enough data
8.7
291
Reporting
Not enough data
8.7
304
Not enough data
8.7
279
Not enough data
8.4
172
Access & Usability
Not enough data
8.0
236
Not enough data
8.7
289
Not enough data
8.5
258
Not enough data
8.8
164
Agentic AI - Service Desk
Not enough data
7.6
18
Not enough data
7.8
18
Not enough data
8.6
23
Not enough data
7.8
18
Not enough data
8.4
18
Not enough data
7.6
19
Not enough data
7.7
18
Categories
Categories
Shared Categories
Request Tracker and ServiceNow IT Service Management are categorized as Incident Management, IT Service Management (ITSM) Tools, and Service Desk
Reviews
Reviewers' Company Size
Request Tracker
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Internet
22.2%
Oil & Energy
11.1%
Information Technology and Services
11.1%
Higher Education
11.1%
Consumer Services
11.1%
Other
33.3%
Information Technology and Services
26.9%
Computer Software
7.4%
Hospital & Health Care
7.0%
Financial Services
5.5%
Computer & Network Security
3.6%
Other
49.6%
Alternatives
Discussions
Request Tracker has no discussions with answers
What is ServiceNow IT Service Management used for?
2 Comments
RS
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations....Read more
What is the ServiceNow now platform?
2 Comments
PN
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...Read more
What features of ITIL are utilized by the ServiceNow platform?
1 Comment
VS
Following are some of the advantages of using ServiceNow ITIL:
It allows us to develop an evident capability model that coordinates with enterprise...Read more
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