Atera vs. ServiceNow: Which is best for your IT team?

Atera and ServiceNow are two big names in the IT management space, and if you’re in the process of researching IT management software options, you have probably come across these two. Even for IT pros, however, it can be tough to puzzle out the nuanced differences between the different software offerings in today’s market. 

While these two platforms might seem similar on the surface, there are numerous differences that IT decision-makers should understand before making a decision. Atera and ServiceNow serve different functions and approach their product in very different ways. 

ServiceNow offers a variety of different packages, each priced individually, whereas Atera provides an all-in-one system with transparent pricing, so you know what you’ll be getting with no hidden costs. 

As you search for the right IT management software for your organization, it is crucial to evaluate your needs before you begin vetting providers accurately. In this article, we aim to provide an in-depth look at ServiceNow vs. Atera. When you’re done reading, you will have an understanding of which solution matches your company’s priorities. 

User interface and usability

Atera has garnered significant praise from users for its accessible, intuitive interfaces that reflect the needs of its 21st-century users. Atera’s UI is sleek and intuitive, while being robust yet simple to use. 

Atera’s modern, aesthetic dashboards are fully customizable, but the baseline product is helpfully set up to provide a low barrier to entry and fast time-to-use. In other words, you will find it easy to learn and benefit from our product. It’s set up to allow you to access all of the data you’ll need in just a few clicks. 

For ServiceNow, on the other hand, this is an area where the product has received poor reviews on review sites such as G2, Capterra, etc. For instance, one ServiceNow user shared this perspective on the poorly constructed default settings of the platform: 

“ServiceNow has horrible defaults. Access is so restricted you can’t see anyone’s name and no one can see your ticket but you. You can submit something and have it not move and have no idea who to talk to.”

Another user shared the same perspective:

Users describe a long learning curve and difficulty accessing the information that they need.

Screenshot via Medium

Screenshot of Atera’s ticket reporting analysis (via Atera)

Features and capabilities

The general idea behind ServiceNow is that it begins with a database layer and is then topped with an application layer. The application layer has GUI-based design tools but also accepts basic Javascript customization. One ServiceNow user had an apt description of the way that ServiceNow works: 

“The overarching idea is that ServiceNow isn’t a program or tool as much as it’s a platform full of tools to enable development of applications.” – Joshua Cooper

ServiceNow is a high-level platform designed to give you a centralized location to access, share, and use the data and software that keep your business running. With this in mind, ServiceNow is used by certain companies to handle IT system management (ITSM), but they don’t offer a dedicated IT remote monitoring and management platform. 

Their ITSM offerings include incident/problem management, asset management, user request fulfillment (with a self-service portal), contract management, and more.

On the other hand, Atera does offer an all-encompassing RMM and ITSM solution, for both MSPs and IT departments alike. Our all-in-one product provides the above features, as well as a holistic set of features and capabilities, which include IT automation, real-time monitoring and alerts, patch management, advanced remote maintenance, industry-leading integration capabilities, asset and inventory scanning, robust reporting, and so much more.

We continuously enhance our products to meet our clients’ evolving needs. For instance, we’ve harnessed the power of AI (artificial intelligence) to improve IT department efficiency, automations, and more. With our AI integrations, users are seeing enhanced productivity, faster and more effective ticket resolution, and other benefits. 

User feedback and reviews

It’s easy to tout your own platform, but don’t take our words for it, listen to real customers! 

Across the board, we have received stellar reviews from real Atera users who love the simplicity of the interface and easy of onboarding combined with top-tier tools like AI integrations, automated patch management, and more. 

G2 user Jared J. left a review of Atera that says it all: “Atera is super simple to use and get the hang of, while still being an absolute powerhouse.” Jared also commented on the efficacy of the AI-powered tools that are the foundation of Atera’s product and the way that smart automations have helped him reduce ticket closing times and be a more effective support person for his team and his company as a whole… 

Jared is not the only Atera customer who is loving our product. Reviewer Jordy H., who is an IT manager at a mid-market company, loves Atera both for its transparent and affordable pricing and its wide range of services. He thinks Atera is the perfect “way to keep my clients updated and secure while they are in the wind.” Jordy is also an Atera mobile app user, and comments on the reliability of the app, which allows him to manage his one-person IT department from anywhere in the world: 

In addition to those strong user reviews, we have received countless awards from trusted user feedback platforms like G2. In 2024 alone, our award list consists of items like “Momentum Leader,” “High Performer” in France and Canada as well as all of Europe, “Best Mid-Market Relationships,” “Best Mid-Market Results,” “Most Implementable” and others.

Performance and reliability

Whether you work in-house for an IT department or serve numerous clients as a growing MSP, every IT technician understands the importance of reliability and performance. Downtime can be a major issue, creating security risks and countless other problems. With that in mind, it’s necessary to choose IT products with strong reliability scores for your next investment. 

For ServiceNow, according to user reviews, this is an area that needs improvement. Many users have complained that the interfaces often have glitches and that it is difficult to reach a qualified tech support individual when necessary, making it challenging to resolve these issues when they inevitably occur. For instance, see this customer’s take:

Review from Quora

At Atera, we pride ourselves on high levels of performance and reliability. Plus, if you ever do run into problems, you will enjoy our live, 24/7 support, offered in several different languages. We have doubled down on our commitment to expanding support offerings. With a treasure chest of digital resources (including a knowledge base, a frequently updated blog, a thriving online community, and around-the-clock support from live agents), we’re always here to help.

Pricing and value for money

As you choose between IT management platforms such as Atera and ServiceNow, budget is an important factor. When you choose Atera, you will always know what you are paying for, as Aterab is committed to transparent pricing – we want you to fully grasp our value proposition. 

We make growth and scalability possible without destroying your wallet. Our pay-per-technician model starts at $149 per month per technician and includes unlimited endpoints so you can keep growing your business without growing your bottom line. From there, you can upgrade to different tiers, which range from “pro” to “superpower.” 

You may remember that ServiceNow is actually a broad term for a large collection of products. Each of those products comes at a different price point, but many are charged per endpoint, making it challenging to grow and scale your business. Many users have commented that ServiceNow’s pricing structure is better for enterprise clients, making it difficult for smaller organizations to benefit. 

Customer support and community

As any IT pro knows, effective customer support is a piece of the reliability equation. Atera and ServiceNow both have asynchronous resources like blog posts, guides, and recorded webinars available for users at any hour of the day (or even late at night). 

That being said, with ServiceNow, customers have complained about the lack of communication from ServiceNow’s support teams and noted that it is difficult to reach them. Additionally, small and medium-sized business users have reported feeling like their accounts are overlooked in favor of larger accounts. For instance, take a look at this user’s review:

Review via Capterra

At Atera, we do not discriminate based on account size. Instead, we offer 24/7 chat support, and our thriving community of users support each other around the clock. We are proud of our close-knit community of IT professionals, and you’re welcome to join it as soon as you start an Atera free trial!

Security and compliance

Although we can all agree that security and compliance are crucial for IT departments and MSPs alike, while users have commented that ServiceNow security offerings get the job done, many have also noted that an all-in-one option would be preferable. 

Conversely, Atera is focused on a renewed commitment to compliance and security. With smart logging and as well as strict adherence to HIPAA, SOC 2, and other industry standards, we are able to give our customers unmatched peace of mind with the knowledge that their organizations are safe from the growing threat of malevolent actors. 

Our efficiency-driven features, like automated patch management and real-time data insights are also part of our top-notch security package. With Atera’s tools, you can create customized patch management schedules for each endpoint. Not only will you gain complete control over your busy IT environment, but you will also achieve the ultimate best practices in cybersecurity by minimizing downtime and vulnerabilities throughout your network. 

Additionally, real-time data insights and smart reporting allow you to make informed and proactive decisions to keep your IT ecosystem safe and sound. We also offer integrations that add to our security provisions for our clients. Our tools integrate seamlessly with your existing security infrastructure, ensuring that data flows uninterrupted across systems, enhancing insights and response strategies.

Our security integrations include items like Cynet, Keeper, ESET, Emsisoft, Webroot, ThreatDown, Bitdefender, and Ironscales. Learn more about Atera’s integrations right here.

Customer reviews speak for themselves: Atera vs. ServiceNow 

As you consider Atera vs. ServiceNow, we hope this guide is helpful in highlighting similarities and differences. While the platforms offer a range of features, Atera takes these offerings to the next level with innovations like AI automations for both IT departments and MSPs, a robust support system, and a strong commitment to security. 

Before you make your final decision about the right IT software, it is important to do thorough research. Some of the best strategies here involve requesting demos, signing on for trials, and speaking with company representatives to garner more information about each platform’s capabilities. 

So, ready to start your free Atera trial?