# Request Tracker vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in user satisfaction, boasting a high overall rating of 4.5. Users appreciate its **seamless ticket routing automation** and deep integration with the CMDB, which centralizes incident management effectively.
- **According to verified reviews** , Request Tracker offers valuable insights and automation features that help organizations streamline workflows. However, some users find its interface less intuitive, noting that the **authorization system** can be complex for beginners.
- **Users say** that ServiceNow's customization options and easy reporting capabilities significantly enhance their experience, allowing for tailored dashboards based on SLA and OLA standards. This flexibility is a standout feature compared to Request Tracker, which lacks similar depth in customization.
- **Reviewers mention** that while Request Tracker is effective for tracking defects and enhancements, it struggles with user experience, receiving a lower score in usability. In contrast, ServiceNow's platform is praised for its **high scalability** and user-friendly interface.
- **G2 reviewers highlight** that ServiceNow IT Service Management has a robust support system, reflected in its high quality of support rating. Users feel well-supported, which contrasts with Request Tracker, where some users have expressed concerns about the support experience.
- **According to recent feedback** , ServiceNow's ability to unify IT operations and automate service workflows is a significant advantage, making it a preferred choice for enterprises. Request Tracker, while useful, may not meet the same level of operational integration that larger organizations require.



| | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 3.8 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 10 | 1,878 | 
| **Largest Market Segment** | Enterprise (44.4% of reviews) | Enterprise (73.5% of reviews) | 
| **Entry Level Price** | $25.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Request Tracker

**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 | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 7.3 (8 reviews) | 8.9 (897 reviews) | 
  | **Ease of Use** | 7.1 (8 reviews) | 8.5 (1335 reviews) | 
  | **Ease of Setup** | Not enough data | 8.1 (729 reviews) | 
  | **Ease of Admin** | Not enough data | 8.6 (328 reviews) | 
  | **Quality of Support** | 7.5 (6 reviews) | 8.6 (971 reviews) | 
  | **Has the product been a good partner in doing business?** | Not enough data | 8.8 (323 reviews) | 
  | **Product Direction (% positive)** | 7.1 (8 reviews) | 8.9 (890 reviews) | 

---
## Pricing

### Request Tracker

#### Entry-Level Pricing

Plan: Starter

Price: $25.00 1 User Per Month

Description: Per User, Per Month

Key Features:
- 5 user minimum
- Access to RT's full feature set
- Unlimited External Users

[Browse all 4 editions](https://www.g2.com/products/request-tracker/pricing)

#### 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 |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | Not enough data | 
| **Ticket response user experience** | Not enough data | Not enough data | 
| **Workflow** | Not enough data | Not enough data | 
| **Response Automation** | Not enough data | Not enough data | 
| **SLA Management** | Not enough data | Not enough data | 
| **Attachments/Screencasts** | Not enough data | Not enough data | 
| **Ticket Collaboration** | Not enough data | Not enough data | 
| **Customer and Contacts Database** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Request Tracker | 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 | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | Not enough data | 
| **Email to Case** | Not enough data | Not enough data | 
| **Chat/Live Support** | Not enough data | Not enough data | 
| **Social Integration** | Not enough data | Not enough data | 
| **Voice** | Not enough data | Not enough data | 

#### Platform

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | Not enough data | 
| **Customization ** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 664 |

#### Administration

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | Not enough data | 9.2 (321 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (254 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 8.8 (316 reviews) ✓ Verified | 

#### Service Desk

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | Not enough data | 9.4 (387 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.3 (317 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 9.1 (358 reviews) ✓ Verified | 

#### Management

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | Not enough data | 8.9 (312 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.7 (240 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 8.7 (237 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.9 (238 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.4 (220 reviews) | 

#### Functionality

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.5 (400 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.7 (228 reviews) | 
| **Alerting** | Not enough data | 8.7 (232 reviews) ✓ Verified | 
| **Automation** | Not enough data | 9.0 (333 reviews) ✓ Verified | 

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

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (51 reviews) | 
| **Multi-step Planning** | Not enough data | 7.6 (46 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (128 reviews) | 
| **Adaptive Learning** | Not enough data | 7.6 (46 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (49 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (49 reviews) | 
| **Decision Making** | Not enough data | 7.7 (50 reviews) | 

### Shared Inbox

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

#### Productivity Tools

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Notes** | Not enough data | Not enough data | 
| **Internal Discussion** | Not enough data | Not enough data | 
| **Assignments and Tasks** | Not enough data | Not enough data | 
| **Workflows** | Not enough data | Not enough data | 
| **Templates** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Tagging System** | Not enough data | Not enough data | 

#### Analytics

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Trends** | Not enough data | Not enough data | 
| **Performance Tracking** | Not enough data | Not enough data | 
| **Email Tracking** | Not enough data | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Bug Tracking

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | 7.6/10 | 5 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Bug Reporting

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **User Reports & Feedback** | Not enough data | Not enough data | 
| **Tester Reports & Feedback** | Not enough data | Not enough data | 
| **Team Reports & Comments** | 7.7 (5 reviews) | Not enough data | 

#### Bug Monitoring

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Analytics** | 7.3 (5 reviews) | Not enough data | 
| **Bug History** | Not enough data | Not enough data | 
| **Data Retention** | 7.7 (5 reviews) | Not enough data | 

#### Agentic AI - Bug Tracking

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **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 | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 308 |

#### Monitoring

| Feature | Request Tracker | 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 | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (248 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.0 (251 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (234 reviews) ✓ Verified | 

#### Generative AI

| Feature | Request Tracker | 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 | Request Tracker | 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 |
|---|---|---|
| **Request Tracker** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.5/10 | 400 |

#### Incident Management

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 9.0 (327 reviews) | 
| **Ticket Prioritization** | Not enough data | 9.0 (322 reviews) | 
| **Ticket Notifications** | Not enough data | 9.1 (326 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (316 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.8 (303 reviews) | 

#### Reporting

| Feature | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | Not enough data | 8.8 (323 reviews) | 
| **Time Tracking** | Not enough data | 8.7 (287 reviews) | 
| **Surveys** | Not enough data | 8.5 (178 reviews) | 

#### Access & Usability

| Feature | Request Tracker | 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 | Request Tracker | 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 (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Request Tracker (3):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Bug Tracking Software](https://www.g2.com/categories/bug-tracking), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)

**Unique to ServiceNow IT Service Management (1):** [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Request Tracker | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 22.2% | 5.8% | 
| **Mid-Market** | 33.3% | 20.8% | 
| **Enterprise** | 44.4% | 73.5% | 

### By Industry

#### Request Tracker

- **Internet:** 22.2%
- **Oil & Energy:** 11.1%
- **Information Technology and Services:** 11.1%
- **Higher Education:** 11.1%
- **Consumer Services:** 11.1%
- **Computer Software:** 11.1%
- **Computer & Network Security:** 11.1%
- **Banking:** 11.1%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.9%
- **Hospital & Health Care:** 7.2%
- **Computer Software:** 6.7%
- **Financial Services:** 5.7%
- **Computer & Network Security:** 3.3%
- **Insurance:** 3.3%
- **Higher Education:** 3.1%
- **Banking:** 2.8%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.1%

---
## Alternatives

### Alternatives to Request Tracker

- [Jira](https://www.g2.com/products/jira/reviews) — 4.3/5 stars (7856 reviews)
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- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (432 reviews)
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---
## Top Discussions

### Request Tracker

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) — 2 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 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."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 1 comment
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/request-tracker-vs-servicenow-it-service-management)