OTRS vs. ServiceNow IT Service Management
A side-by-side comparison based on G2 review data.
| Metric | OTRS | ServiceNow IT Service Management |
|---|---|---|
| Overall rating | 4.4 | 4.5 |
| Review count | 38 | 2,010 |
| Ease of use | 9.3 | 8.8 |
| Ease of setup | 8.2 | 8.4 |
| Quality of support | 9.1 | 8.8 |
| Meets requirements | 9.3 | 9.1 |
| NPS | 56.756757 | 65.143464 |
| Small Business | 7.9% | 6.0% |
| Mid-Market | 31.6% | 21.9% |
| Enterprise | 60.5% | 72.1% |
| Total page views | 82 | 8,309 |
| Total LLM citations | 362 | 29,556 |
OTRS
OTRS is a flexible IT service management (ITSM) and service desk platform that helps organizations manage tickets, incidents, service requests, workflows, assets, and support operations from one centralized system. Built for organizations that need more than basic ticketing, OTRS supports ITIL-based service management processes, workflow automation, self-service, knowledge management, SLA management, reporting, and configuration and asset management.
- Tracking Ease
- Ticket Management
- Organization
- Ease of Use
- Management Centralization
- Customizability
ServiceNow IT Service Management
ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government.
- Ease of Use
- Incident Management
- Efficiency
- Features
- Automation
- Integrations