# ServiceNow IT Service Management vs Track-It! Comparison --- ## AI Generated Summary - **G2 reviewers report** that ServiceNow IT Service Management excels in **automation** and **integration** , with users praising its seamless ticket routing and deep integration with the CMDB, which centralizes incident management into a single interface. - **Users say** Track-It! offers a **user-friendly design** that makes it easy for new users to get started without complications. Reviewers appreciate its simple interface and effective ticket tracking system, highlighting its accessibility for mid-market businesses. - **According to verified reviews** , ServiceNow IT Service Management stands out for its **customization options** and reporting capabilities, allowing users to create tailored dashboards based on SLA and OLA standards, which enhances operational efficiency. - **Reviewers mention** that while Track-It! is valued for its straightforward functionality, it sometimes struggles to meet the specific workflow needs of users, leading to configuration challenges that can hinder its effectiveness in more complex environments. - **G2 reviewers highlight** that ServiceNow IT Service Management provides a robust support system, with high ratings for quality of support and ease of administration, making it a reliable choice for enterprises looking for comprehensive IT service management solutions. - **Users express** mixed feelings about Track-It!'s overall performance, noting that while it is a valuable tool for asset management, it lacks some advanced features found in ServiceNow, which may limit its appeal for larger organizations seeking more sophisticated ITSM capabilities. | | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Star Rating** | 4.5 out of 5 | 3.7 out of 5 | | **Total Reviews** | 1,901 | 100 | | **Largest Market Segment** | Enterprise (73.1% of reviews) | Mid-Market (57.7% 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) ### Track-It! **Not enough data** --- ## Ratings Comparison | Rating | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Meets Requirements** | 8.9 (919 reviews) | 7.8 (86 reviews) | | **Ease of Use** | 8.5 (1383 reviews) | 7.9 (88 reviews) | | **Ease of Setup** | 8.2 (767 reviews) | 7.6 (51 reviews) | | **Ease of Admin** | 8.6 (336 reviews) | 7.9 (52 reviews) | | **Quality of Support** | 8.6 (1002 reviews) | 7.7 (66 reviews) | | **Has the product been a good partner in doing business?** | 8.9 (331 reviews) | 8.1 (50 reviews) | | **Product Direction (% positive)** | 8.9 (918 reviews) | 5.7 (85 reviews) | --- ## Pricing ### ServiceNow IT Service Management #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Track-It! #### Entry-Level Pricing No pricing available #### Free Trial Yes --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | N/A | N/A | | **Track-It!** | 7.9/10 | 18 | #### Ticket and Case Management | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Ticket creation user experience** | Not enough data | 8.4 (16 reviews) ✓ Verified | | **Ticket response user experience** | Not enough data | 7.4 (16 reviews) ✓ Verified | | **Workflow** | Not enough data | 8.0 (16 reviews) ✓ Verified | | **Response Automation** | Not enough data | 7.9 (14 reviews) | | **SLA Management** | Not enough data | 8.3 (9 reviews) | | **Attachments/Screencasts** | Not enough data | 7.5 (16 reviews) | | **Ticket Collaboration** | Not enough data | 7.6 (15 reviews) | | **Customer and Contacts Database** | Not enough data | 8.2 (10 reviews) | #### Generative AI | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **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 | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Customer Portal** | Not enough data | 8.3 (11 reviews) ✓ Verified | | **Email to Case** | Not enough data | 8.2 (14 reviews) ✓ Verified | | **Chat/Live Support** | Not enough data | 8.3 (9 reviews) | | **Social Integration** | Not enough data | 7.7 (8 reviews) | | **Voice** | Not enough data | 7.9 (8 reviews) | #### Platform | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Mobile User Support** | Not enough data | 7.7 (8 reviews) ✓ Verified | | **Customization ** | Not enough data | 8.5 (10 reviews) ✓ Verified | | **User, Role, and Access Management** | Not enough data | 8.2 (10 reviews) ✓ Verified | | **Integration** | Not enough data | 8.8 (7 reviews) ✓ Verified | | **Reporting** | Not enough data | 7.7 (14 reviews) ✓ Verified | | **Dashboards** | Not enough data | 7.6 (13 reviews) ✓ Verified | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | 8.5/10 | 678 | | **Track-It!** | 7.7/10 | 11 | #### Administration | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Change Management** | 9.2 (333 reviews) ✓ Verified | 6.9 (8 reviews) ✓ Verified | | **Asset Management** | 8.8 (257 reviews) ✓ Verified | 8.1 (8 reviews) ✓ Verified | | **Reports & Analytics** | 8.8 (323 reviews) ✓ Verified | 7.4 (9 reviews) ✓ Verified | #### Service Desk | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Help Desk** | 9.4 (403 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | | **Incident Reports** | 9.3 (324 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | | **Process Workflow** | 9.1 (374 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | #### Management | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Reporting** | 8.9 (323 reviews) ✓ Verified | 7.5 (6 reviews) ✓ Verified | | **Administration Console** | 8.7 (244 reviews) ✓ Verified | 8.1 (6 reviews) ✓ Verified | | **Access Management** | 8.7 (241 reviews) ✓ Verified | 6.3 (5 reviews) | | **Asset Management** | 8.9 (240 reviews) ✓ Verified | 8.3 (5 reviews) ✓ Verified | | **Policy Dictation** | 8.4 (221 reviews) | 8.1 (6 reviews) | #### Functionality | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Ticketing System** | 9.5 (416 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | | **Performance Logging** | 8.7 (229 reviews) | 6.3 (5 reviews) | | **Alerting** | 8.7 (233 reviews) ✓ Verified | 7.2 (6 reviews) ✓ Verified | | **Automation** | 9.0 (347 reviews) ✓ Verified | 6.4 (6 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Autonomous Task Execution** | 7.5 (55 reviews) | Not enough data | | **Multi-step Planning** | 7.5 (47 reviews) | Not enough data | | **Cross-system Integration** | 8.7 (140 reviews) | Not enough data | | **Adaptive Learning** | 7.5 (47 reviews) | Not enough data | | **Natural Language Interaction** | 7.4 (50 reviews) | Not enough data | | **Proactive Assistance** | 7.2 (50 reviews) | Not enough data | | **Decision Making** | 7.6 (51 reviews) | Not enough data | ### Incident Management | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | 8.2/10 | 310 | | **Track-It!** | N/A | N/A | #### Monitoring | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **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** | 7.6 (32 reviews) | Not enough data | #### Management Tools | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Ticket Assignment** | 9.2 (252 reviews) ✓ Verified | Not enough data | | **Standardization** | 9.1 (253 reviews) | Not enough data | | **Lifecycle Visualization** | 8.7 (235 reviews) ✓ Verified | Not enough data | #### Generative AI | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **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 | Track-It! | |---|---|---| | **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 | 405 | | **Track-It!** | 7.4/10 | 43 | #### Incident Management | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Automate Ticket Routing** | 9.0 (330 reviews) | 7.4 (36 reviews) | | **Ticket Prioritization** | 9.0 (325 reviews) | 7.5 (38 reviews) | | **Ticket Notifications** | 9.1 (331 reviews) | 8.5 (40 reviews) | | **Knowledge Base** | 8.8 (320 reviews) | 6.5 (32 reviews) | | **Knowledge Base/Ticket Integration** | 8.8 (304 reviews) | 6.8 (33 reviews) | #### Reporting | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Dashboards** | 8.8 (327 reviews) | 7.2 (35 reviews) | | **Time Tracking** | 8.8 (290 reviews) | 7.8 (29 reviews) | | **Surveys** | 8.5 (179 reviews) | 6.7 (24 reviews) | #### Access & Usability | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Mobile** | 8.0 (240 reviews) | 6.7 (20 reviews) | | **Self Service** | 8.8 (304 reviews) | 7.5 (31 reviews) | | **Active Directory** | 8.5 (263 reviews) | 8.3 (32 reviews) | | **Multi-Channel Access** | 8.8 (167 reviews) | Feature Not Available | #### Agentic AI - Service Desk | Feature | ServiceNow IT Service Management | Track-It! | |---|---|---| | **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) **Unique to Track-It! (1):** [Help Desk Software](https://www.g2.com/categories/help-desk) --- ## Reviewer Demographics ### By Company Size | Segment | ServiceNow IT Service Management | Track-It! | |---|---|---| | **Small-Business** | 5.9% | 14.4% | | **Mid-Market** | 20.9% | 57.7% | | **Enterprise** | 73.1% | 27.8% | ### By Industry #### ServiceNow IT Service Management - **Information Technology and Services:** 24.4% - **Hospital & Health Care:** 7.4% - **Computer Software:** 6.7% - **Financial Services:** 5.8% - **Insurance:** 3.5% - **Computer & Network Security:** 3.5% - **Higher Education:** 3.1% - **Banking:** 2.9% - **Manufacturing:** 2.4% - **Retail:** 2.4% - **Other:** 38.0% #### Track-It! - **Information Technology and Services:** 13.3% - **Hospital & Health Care:** 6.1% - **Higher Education:** 6.1% - **Utilities:** 4.1% - **Law Practice:** 4.1% - **Retail:** 4.1% - **Government Administration:** 4.1% - **Insurance:** 3.1% - **Machinery:** 3.1% - **Computer Software:** 3.1% - **Other:** 49.0% --- ## Alternatives ### Alternatives to ServiceNow IT Service Management - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 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 (4536 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (280 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) — 4.2/5 stars (615 reviews) ### Alternatives to Track-It! - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews) - [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 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) — 3 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." ### Track-It! 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-track-it)