ServiceNow and OTRS, An In-Depth Comparison 2024

Comparison Summary

ServiceNow: ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

OTRS: OTRS solutions are individually configured for flexibility and customization. They enable efficient work, convenient performance measurement, and easy integrations.

ServiceNow and OTRS: Customer Satisfaction Data

Most deployed common Use Cases for ServiceNow and OTRS

How does ServiceNow and OTRS facilitate Workflow Management?

Servicenow and OTRS both manage workflows to automate processes. Servicenow excels in providing a comprehensive system that integrates with other tools, such as a configuration management database. OTRS, on the other hand, is known for its flexibility and ease of customization, allowing for quick setup and configuration. Both systems prioritize streamlining processes to enhance efficiency.

"...Web based and accessible on mobile, notifications, reminders and workflow based escalations...." Peer review by User

"...Great software to create cases, workflows, ticket validation and changes...." Peer review by Administrator

What makes ServiceNow and OTRS ideal for Helpdesk Management?

ServiceNow and OTRS are both used to manage help desk operations. ServiceNow offers a wide range of features and capabilities for help desk management, including asset tracking and service desk operations management. OTRS is an open-source tool that focuses on workflow management and communication within a help desk environment.

"...Strong ROI stemming mainly from reductions in call center volume, fewer outages, and faster outage resolution...." Peer review by Akil Franklin, Technology Director, Fenway Group

"...The best open source best practice's software, using: help desk, ITSM, FAQ, and Process Management. . ...." Peer review by Katya A.

How can ServiceNow and OTRS enhance your Knowledge Management process?

ServiceNow and OTRS both offer knowledge management features, allowing users to create and manage knowledge bases. ServiceNow's knowledge base is easily searchable and can be customized to fit specific needs. OTRS, on the other hand, offers a knowledge base that is integrated with its ticketing system, enabling users to easily access information related to specific tickets. While ServiceNow focuses on a broader range of ITIL processes, OTRS is specifically designed for customer service and support, making it a better choice for organizations that prioritize those functions.

"...Issue tracking, change management, and knowledge base articles...." Peer review by Scott A, Private Cloud and Storage Services Administrator

"...Channels Customer Service Center Customer Service Center Self Service Center gives access to tickets, knowledge base, service catalog...." OTRS Features

What benefits does ServiceNow and OTRS offer for Engagement Management?

ServiceNow and OTRS both facilitate engagement management by providing features for tracking interactions, managing tasks, and coordinating efforts. ServiceNow offers robust features for compliance monitoring and risk management, while OTRS emphasizes individualization and asset management. ServiceNow provides interactive dashboards, while OTRS focuses on creating and following up on change requests. A limitation of both systems is the potential for complex user interactions due to poor configuration.

"...ServiceNow is used to manage customer interactions (cases) as well as device interactions (incidents) for our internet systems...." Peer review by Project Manager in Information Technology

"...Our customer service improved because we no longer lost track of calls,follow ups, etc...." Peer review by Mike M., Treasurer, Education

What makes ServiceNow and OTRS ideal for Communication Management?

ServiceNow and OTRS are both used for communication management. ServiceNow allows for sending notifications and publishing knowledge articles. OTRS is used for automating recurring tasks such as sending emails and transferring information. OTRS can also send emails on behalf of other systems.