# ServiceNow IT Service Management vs iSupport Software Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in automation and integration capabilities, with users praising its **seamless ticket routing** and deep integration with the CMDB, which centralizes incidents into a single interface for easier management.
- **Users say** that iSupport Software is particularly user-friendly, highlighting its intuitive interface that allows for easy ticket tracking and management. Reviewers appreciate the ability to view **latest notifications** and raise queries efficiently.
- **According to verified reviews** , ServiceNow IT Service Management stands out for its customization options, enabling users to create tailored dashboards based on SLA and OLA standards, which enhances operational visibility and reporting.
- **Reviewers mention** that while iSupport Software is effective for mid-market users, it may not scale as well for larger enterprises compared to ServiceNow, which is favored by a significant portion of enterprise-level clients for its robust features.
- **G2 reviewers highlight** that both products receive positive feedback for their support quality, but iSupport Software edges out slightly with users noting its responsiveness and helpfulness in resolving issues, making it a reliable partner for day-to-day operations.
- **Users express** that while both platforms are generally easy to use, ServiceNow IT Service Management has a slight edge in setup and administration, with reviewers appreciating its **intuitive onboarding process** that facilitates quicker adoption across teams.



| | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 1,881 | 22 | 
| **Largest Market Segment** | Enterprise (73.5% of reviews) | Mid-Market (61.1% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

### iSupport Software

**Not enough data**

---
## Ratings Comparison
| Rating | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
  | **Meets Requirements** | 8.9 (899 reviews) | 8.9 (16 reviews) | 
  | **Ease of Use** | 8.5 (1337 reviews) | 8.6 (16 reviews) | 
  | **Ease of Setup** | 8.2 (731 reviews) | 7.9 (7 reviews) | 
  | **Ease of Admin** | 8.6 (328 reviews) | 7.6 (7 reviews) | 
  | **Quality of Support** | 8.6 (973 reviews) | 8.8 (16 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (323 reviews) | 9.0 (7 reviews) | 
  | **Product Direction (% positive)** | 8.9 (891 reviews) | 10.0 (16 reviews) | 

---
## Pricing

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### iSupport Software

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 666 |
| **iSupport Software** | N/A | N/A |

#### Administration

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Change Management** | 9.2 (321 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.8 (254 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 8.8 (317 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Help Desk** | 9.4 (388 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.3 (317 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 9.1 (358 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Reporting** | 8.9 (313 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 8.7 (240 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.7 (237 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.9 (238 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | 8.4 (220 reviews) | Not enough data | 

#### Functionality

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Ticketing System** | 9.5 (401 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 8.7 (228 reviews) | Not enough data | 
| **Alerting** | 8.7 (232 reviews) ✓ Verified | Not enough data | 
| **Automation** | 9.0 (333 reviews) ✓ Verified | Not enough data | 

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

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

### Incident Management

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

#### Monitoring

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Constant Monitoring** | 8.9 (225 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 9.1 (239 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 9.1 (246 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 7.5 (31 reviews) | Not enough data | 

#### Management Tools

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

#### Generative AI

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **AI Text Generation** | 8.3 (107 reviews) | Not enough data | 
| **AI Text Summarization** | 8.3 (123 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (27 reviews) | Not enough data | 
| **Multi-step Planning** | 7.4 (28 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (34 reviews) | Not enough data | 
| **Adaptive Learning** | 7.5 (27 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (27 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (29 reviews) | Not enough data | 
| **Decision Making** | 7.8 (29 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 401 |
| **iSupport Software** | N/A | N/A |

#### Incident Management

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Automate Ticket Routing** | 9.0 (328 reviews) | Not enough data | 
| **Ticket Prioritization** | 9.0 (322 reviews) | Not enough data | 
| **Ticket Notifications** | 9.1 (327 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (316 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.8 (303 reviews) | Not enough data | 

#### Reporting

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

#### Access & Usability

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Mobile** | 8.0 (239 reviews) | Not enough data | 
| **Self Service** | 8.8 (304 reviews) | Not enough data | 
| **Active Directory** | 8.5 (262 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.8 (167 reviews) | Feature Not Available | 

#### Agentic AI - Service Desk

| Feature | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Autonomous Task Execution** | 8.1 (23 reviews) | Not enough data | 
| **Multi-step Planning** | 8.1 (21 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (34 reviews) | Not enough data | 
| **Adaptive Learning** | 7.9 (19 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.4 (19 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (20 reviews) | Not enough data | 
| **Decision Making** | 7.9 (20 reviews) | Not enough data | 

---
## Categories
**Shared Categories (2):** [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 ServiceNow IT Service Management (2):** [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 | ServiceNow IT Service Management | iSupport Software | 
|---|---|---|
| **Small-Business** | 5.8% | 0% | 
| **Mid-Market** | 20.7% | 61.1% | 
| **Enterprise** | 73.5% | 38.9% | 

### By Industry

#### 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%

#### iSupport Software

- **Information Technology and Services:** 23.8%
- **Education Management:** 9.5%
- **Computer Software:** 9.5%
- **Banking:** 9.5%
- **Transportation/Trucking/Railroad:** 4.8%
- **Primary/Secondary Education:** 4.8%
- **Medical Practice:** 4.8%
- **Marketing and Advertising:** 4.8%
- **Internet:** 4.8%
- **Human Resources:** 4.8%
- **Other:** 19.0%

---
## Alternatives

### 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 (262 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 (611 reviews)

### Alternatives to iSupport Software

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 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)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (611 reviews)
- [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (468 reviews)

---
## Top Discussions

### 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."

### iSupport Software

No discussions available for this product.

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