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ServiceNow vs GLPi

Last Updated: November 18th, 2024

Our analysts compared ServiceNow vs GLPi based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

ServiceNow's Help Desk Software streamlines customer service processes, providing a centralized platform for issue tracking, incident management, and knowledge management. It's ideal for businesses seeking to improve their help desk efficiency and customer satisfaction. Key benefits include automated workflows, customizable dashboards, and self-service portals. Popular features encompass ticket assignment, SLA management, and knowledge base creation.

In comparison to similar products, ServiceNow excels in its comprehensive functionality and scalability. User experiences highlight its intuitive interface, ease of customization, and robust reporting capabilities. Pricing considerations include a subscription-based model with flexible payment options, allowing businesses to tailor their investment to their specific needs.

GLPi is a help desk software solution designed to streamline IT service management and provide efficient support to end-users. It's particularly suitable for organizations seeking a comprehensive and customizable help desk solution. Its robust features include ticket management, asset tracking, knowledge base, and reporting capabilities. GLPi enables IT teams to manage incidents, requests, and changes effectively, improving operational efficiency and user satisfaction.

The software offers significant benefits, including enhanced incident resolution, reduced support costs, and improved IT governance. Its user-friendly interface and customizable workflows allow organizations to tailor the system to their specific needs. GLPi integrates with other tools, such as LDAP and Active Directory, ensuring seamless data exchange and improved collaboration.

Compared to similar products, GLPi stands out with its open-source nature, which offers flexibility and cost savings. It's highly scalable and can be deployed on-premise or in the cloud, providing deployment options to suit various organizational requirements. The software's active community provides ongoing support and regular updates, ensuring continuous improvement and alignment with evolving industry standards.

$4,500/User, Annually

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$17/User, Monthly

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Medium

Large

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Chromebook

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Cloud

On-Premise

Mobile

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Mobile

Product Assistance

Documentation

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Videos

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Documentation

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Live Online

Videos

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Phone

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FAQ

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Knowledge Base

24/7 Live Support

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Product Insights

Enhanced Productivity: Streamlined workflows and automation tools reduce manual tasks, allowing agents to focus on higher-value activities.
Improved Customer Satisfaction: Centralized knowledge base, intuitive self-service portal, and personalized communication channels elevate customer experiences.
Increased Efficiency: Automated ticket routing, escalation rules, and proactive notifications optimize ticket management, minimizing resolution times.
Enhanced Collaboration: Integrated communication channels and real-time collaboration tools foster seamless teamwork between agents and other departments.
Data-Driven Insights: Comprehensive reporting and analytics provide valuable insights into performance metrics, enabling data-informed decision-making.
Improved IT Service Management: Integration with IT infrastructure and monitoring tools provides a comprehensive view of IT service delivery, streamlining incident management.
Enhanced Employee Experience: Self-service capabilities, knowledge sharing forums, and personalized dashboards empower employees to resolve issues efficiently.
Reduced Costs: Automation and process optimization reduce operational expenses and minimize the need for additional staffing.
Improved Compliance: Adherence to industry regulations and standards through automated compliance checks and reporting capabilities.
Scalability and Flexibility: Modular design and cloud-based architecture enable ServiceNow to adapt to changing business needs and scale as required.

Streamlined Ticketing System: Efficiently manage and track all support requests from a centralized platform, ensuring prompt response and resolution.
Improved Collaboration: Foster teamwork and knowledge sharing among support staff, allowing them to collaborate effectively on complex issues and provide consistent solutions.
Enhanced Customer Satisfaction: Provide exceptional customer service by quickly resolving issues, reducing downtime, and improving communication with users.
Increased Productivity: Automate routine tasks, streamline workflows, and empower support teams to handle more requests in less time, boosting overall productivity.
Reduced IT Costs: Optimize IT resource allocation, reduce the need for additional staff, and minimize downtime expenses by resolving issues efficiently.
Improved Asset Management: Track and manage IT assets, including hardware, software, and licenses, ensuring optimal utilization and reducing unnecessary purchases.
Enhanced Reporting and Analytics: Gain valuable insights into support performance, identify trends, and make data-driven decisions to improve service delivery.
Flexible Customization: Tailor GLPi to your specific business needs, adapting it to unique workflows, user roles, and reporting requirements.
Open Source and Community Support: Leverage the benefits of an open-source platform, access a vast community of experts, and contribute to its ongoing development.
Proven Reliability: Trust in a solution that has been successfully implemented in organizations of all sizes, ensuring stability and peace of mind.

Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity.
- Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums.
- Gamification: Encourage engagement through elements like levels, points and badges.
- Case Integration: Escalate unanswered questions or issues into cases manually or automatically.
- Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content.
Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy
Feedback Management: Manage feedback with exceptional automatic closed-loop processes.
Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals.
Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content.
Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents.

Multi-company support: Manage multiple companies and their assets from a single interface.
CMDB integration: Integrate with ITIL-compliant CMDBs to track assets and configurations.
Self-service portal: Empower users to create and track tickets, access knowledge base articles, and view service catalogs.
SLA management: Set and track service level agreements (SLAs) to ensure timely ticket resolution.
Automated workflows: Create automated workflows to streamline ticket handling, reduce response times, and improve efficiency.
Reporting and analytics: Generate comprehensive reports and dashboards to analyze performance, identify trends, and make informed decisions.
Mobile access: Access GLPI on the go with the mobile app, allowing technicians to manage tickets and knowledge base articles remotely.
Open source and customizable: Customize GLPI to meet specific business needs with open-source code and extensive plugins.
User-friendly interface: Navigate GLPI with ease thanks to its intuitive and user-friendly interface, designed for both technicians and end-users.
Active community support: Benefit from a large and active community of users, developers, and contributors providing support and resources.

Product Ranking

#4

among all
Help Desk Software

#27

among all
Help Desk Software

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Analyst Rating Summary

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ServiceNow

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83%

17%

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User Sentiment Summary

82%

of users recommend this product

ServiceNow has a 'great' User Satisfaction Rating of 82% when considering 572 user reviews from 4 recognized software review sites.

90%

of users recommend this product

GLPi has a 'excellent' User Satisfaction Rating of 90% when considering 48 user reviews from 2 recognized software review sites.

4.0 (248)

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4.5 (24)

4.3 (50)

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4.4 (82)

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4.1 (192)

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Awards

Synopsis of User Ratings and Reviews

Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.

Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.

Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.

Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.

Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.

Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.

Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.

Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.

Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.

Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.

Intuitive Interface: GLPi's user-friendly interface streamlines ticket management, making it easy for help desk teams to navigate and resolve issues quickly.

Comprehensive Features: GLPi offers a robust suite of features, including ticket tracking, asset management, knowledge base, and reporting, meeting diverse help desk requirements.

Customization Options: GLPi's customizable fields and workflows allow help desk teams to tailor the software to their specific processes, ensuring a seamless fit.

Open Source Platform: As an open source solution, GLPi is free to use and modify, providing flexibility and cost savings for help desks.

Strong Community Support: GLPi boasts an active user community and extensive documentation, offering ample support and resources for help desk teams.

Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.

Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.

Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.

Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.

Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.

Poorly Designed Interface: Users complain about a cluttered and unintuitive interface that makes it difficult to navigate and find the necessary information quickly.

Limited Customization Options: Users have expressed frustration with the limited ability to customize the software to meet their specific needs, leading to a lack of flexibility.

Inconsistent Performance: Users have reported issues with slow loading times and occasional system crashes, which can disrupt workflow and cause delays.

Lack of Mobile Functionality: Users have noted the absence of a dedicated mobile app, making it inconvenient to access the software while on the go.

Insufficient Reporting Capabilities: Users have complained about the limited reporting features, which hinder their ability to generate comprehensive reports and analyze key metrics.

ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise. Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs. Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

Users of GLPi praise its open-source nature, which allows for customization and integration with other systems. They also appreciate its comprehensive feature set, including ticket management, asset tracking, and knowledge base. GLPi is often compared to proprietary solutions like ServiceNow and Jira Service Management. While these paid options offer more advanced features, GLPi's strengths lie in its cost-effectiveness and flexibility. Differentiating factors include GLPi's strong community support and its ability to handle complex IT environments. For example, users highlight its robust reporting capabilities, which enable them to track key metrics and identify areas for improvement. Additionally, GLPi's open-source nature allows users to tailor the software to their specific needs, making it a highly adaptable solution. GLPi is best suited for organizations seeking a cost-effective and customizable help desk solution. Its open-source nature and strong community support make it an ideal choice for businesses with limited budgets or those requiring a tailored approach to IT service management.

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FAQ

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