# SAP Solution Manager vs ServiceNow IT Service Management Comparison --- ## AI Generated Summary - **G2 reviewers report** that ServiceNow IT Service Management excels in user experience, with many praising its **seamless ticket routing automation** and deep integration with the CMDB. This centralizes all active incidents into a single interface, making it easier to monitor complex user requests. - **Users say** that SAP Solution Manager is an affordable option, appreciated for its **documentation management** and **ticket management** features. However, it faces challenges in user satisfaction compared to ServiceNow, as reflected in its lower overall ratings. - **Reviewers mention** that ServiceNow IT Service Management offers a highly customizable platform, allowing users to design their own dashboards based on SLA and OLA standards. This flexibility is a significant advantage for organizations looking to tailor their IT operations. - **According to verified reviews** , SAP Solution Manager is noted for its ease of use and integration capabilities, but it struggles with overall user satisfaction, particularly in areas like **help desk functionality** and **incident reporting** , where ServiceNow significantly outperforms it. - **G2 reviewers highlight** that ServiceNow IT Service Management provides a robust set of features for **change management** and **process workflows** , scoring notably higher in these areas. Users appreciate its ability to unify IT operations and service workflows into one scalable platform. - **Users report** that while SAP Solution Manager has useful features like **solution documentation** and **data volume management** , it lacks the comprehensive support and advanced capabilities that ServiceNow offers, particularly in terms of **quality of support** and overall user satisfaction. | | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Star Rating** | 3.9 out of 5 | 4.5 out of 5 | | **Total Reviews** | 15 | 1,880 | | **Largest Market Segment** | Enterprise (63.6% of reviews) | Enterprise (73.5% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### SAP Solution Manager **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 | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Meets Requirements** | 8.5 (10 reviews) | 8.9 (899 reviews) | | **Ease of Use** | 6.7 (10 reviews) | 8.5 (1337 reviews) | | **Ease of Setup** | Not enough data | 8.2 (731 reviews) | | **Ease of Admin** | Not enough data | 8.6 (328 reviews) | | **Quality of Support** | 7.0 (10 reviews) | 8.6 (973 reviews) | | **Has the product been a good partner in doing business?** | Not enough data | 8.8 (323 reviews) | | **Product Direction (% positive)** | 10.0 (9 reviews) | 8.9 (891 reviews) | --- ## Pricing ### SAP Solution Manager #### Entry-Level Pricing No pricing available #### Free Trial No information available ### 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 | |---|---|---| | **SAP Solution Manager** | 8.1/10 | 12 | | **ServiceNow IT Service Management** | 8.5/10 | 666 | #### Administration | Feature | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Change Management** | 8.7 (9 reviews) ✓ Verified | 9.2 (321 reviews) ✓ Verified | | **Asset Management** | 7.5 (8 reviews) ✓ Verified | 8.8 (254 reviews) ✓ Verified | | **Reports & Analytics** | 8.5 (8 reviews) ✓ Verified | 8.8 (317 reviews) ✓ Verified | #### Service Desk | Feature | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Help Desk** | 7.1 (7 reviews) ✓ Verified | 9.4 (388 reviews) ✓ Verified | | **Incident Reports** | 7.6 (7 reviews) ✓ Verified | 9.3 (317 reviews) ✓ Verified | | **Process Workflow** | 8.3 (8 reviews) ✓ Verified | 9.1 (358 reviews) ✓ Verified | #### Management | Feature | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Reporting** | Not enough data | 8.9 (313 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 | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Ticketing System** | Not enough data | 9.5 (401 reviews) ✓ Verified | | **Performance Logging** | Not enough data | 8.7 (228 reviews) | | **Alerting** | 9.0 (5 reviews) ✓ Verified | 8.7 (232 reviews) ✓ Verified | | **Automation** | Not enough data | 9.0 (333 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | SAP Solution Manager | 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) | ### Incident Management | Product | Score | Reviews | |---|---|---| | **SAP Solution Manager** | N/A | N/A | | **ServiceNow IT Service Management** | 8.2/10 | 308 | #### Monitoring | Feature | SAP Solution Manager | 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 | SAP Solution Manager | 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 | SAP Solution Manager | 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 | SAP Solution Manager | 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 | |---|---|---| | **SAP Solution Manager** | N/A | N/A | | **ServiceNow IT Service Management** | 8.5/10 | 401 | #### Incident Management | Feature | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Automate Ticket Routing** | Not enough data | 9.0 (328 reviews) | | **Ticket Prioritization** | Not enough data | 9.0 (322 reviews) | | **Ticket Notifications** | Not enough data | 9.1 (327 reviews) | | **Knowledge Base** | Not enough data | 8.8 (316 reviews) | | **Knowledge Base/Ticket Integration** | Not enough data | 8.8 (303 reviews) | #### Reporting | Feature | SAP Solution Manager | 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 | SAP Solution Manager | 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 | SAP Solution Manager | 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 (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Unique to ServiceNow IT Service Management (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk) --- ## Reviewer Demographics ### By Company Size | Segment | SAP Solution Manager | ServiceNow IT Service Management | |---|---|---| | **Small-Business** | 9.1% | 5.8% | | **Mid-Market** | 27.3% | 20.7% | | **Enterprise** | 63.6% | 73.5% | ### By Industry #### SAP Solution Manager - **Information Technology and Services:** 18.2% - **Oil & Energy:** 9.1% - **Marketing and Advertising:** 9.1% - **Management Consulting:** 9.1% - **Hospital & Health Care:** 9.1% - **Cosmetics:** 9.1% - **Consumer Goods:** 9.1% - **Computer Software:** 9.1% - **Biotechnology:** 9.1% - **Automotive:** 9.1% #### 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:** 3.4% - **Insurance:** 3.3% - **Higher Education:** 3.1% - **Banking:** 2.8% - **Manufacturing:** 2.4% - **Retail:** 2.4% - **Other:** 38.2% --- ## Alternatives ### Alternatives to SAP Solution Manager - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews) - [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (612 reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12891 reviews) - [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) — 4.5/5 stars (5591 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 reviews) ### Alternatives to ServiceNow IT Service Management - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 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 (4391 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (266 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 (612 reviews) --- ## Top Discussions ### SAP Solution Manager 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 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/sap-solution-manager-vs-servicenow-it-service-management)