ServiceNow vs OTRS
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.2 / 5
4.2 / 5
Value for Money
4.2 / 5
4.4 / 5
Customer Support
4.3 / 5
4.3 / 5
Functionality
4.5 / 5
4.4 / 5
Last Review Written
September 25, 2024
August 31, 2024
Pros/Cons
Pros
- Great reporting abilities, easy to use dashboards keep my work organized which helps me keep my performance on high level to provide best support.
- From both points of view, this software is great. I love how easy it is to use and how you can see the progression of the ticket being worked.
- The best part that I like the most about Service Now is it's completely automated.
Cons
- If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process.
- It replaced vFire which was getting slow and agonizing to work with. Tickets would come in and we would perform the work and move the ticket along and/or close it altogether depending on the job.
- The license is rather difficult to understand and must be re-considered over time.
Pros
- Seamless workflows with all our team members who are working remotely is the best feature of OTRS, results have been impressive.
- The user experience with OTRS is amazing. Being able to show all your work to the client is great.
- Email inbound capabilities are great (maybe unique!). Easy to rollout, once you have a couple of basic admins, customising is quite powerful.
Cons
- Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.
- Reporting is difficult to make work out of the box. SLA functionality complete only if you pay extra functionality.
- Difficult to install and configure, getting started requires you several time. Not so intuitive for the administrator.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2022
N/A
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
