Autotask vs ServiceNow

May 20, 2023 | Author: Michael Stromann
Autotask and ServiceNow are both popular software solutions in the IT service management (ITSM) industry, but they differ in terms of their features, scalability, and target markets. Autotask, now known as Datto PSA, is a comprehensive platform designed for managed service providers (MSPs) and IT service companies. It offers features for ticketing, project management, time tracking, billing, and customer relationship management (CRM). Autotask focuses on streamlining operations for MSPs and providing end-to-end solutions for managing IT services. ServiceNow, on the other hand, is a robust ITSM platform that caters to enterprises of all sizes. It offers a wide range of features, including incident management, problem management, change management, asset management, and service catalog. ServiceNow is known for its scalability and can handle complex ITSM processes within large organizations. It provides extensive customization capabilities and integration options, making it suitable for enterprises with diverse ITSM needs.

See also: Top 10 IT Service Desk software
Autotask includes everything you need to organize, automate and optimize your IT business from a single, cloud-based platform that’s accessible from anywhere – so you spend less time managing your business and more time growing it.
ServiceNow offers a portfolio of robust cloud-based products that automate and manage IT service relationships across the enterprise. Our products have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model, delivering easy, automated upgrades. ServiceNow provides an intuitive and approachable user experience complete with expert services to accelerate time-to-value.
Autotask vs ServiceNow in our news:

2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition

ServiceNow has recently completed the acquisition of Lightstep, a startup specializing in applications performance monitoring. By incorporating Lightstep's capabilities, ServiceNow aims to enhance its IT operations offerings. With Lightstep on board, ServiceNow will empower its customers with advanced application performance monitoring capabilities, enabling them to proactively identify and address potential issues before they escalate into major problems that could disrupt websites or applications. In the competitive landscape of application performance monitoring, Lightstep joins the ranks of companies like Datadog, New Relic, and AppDynamics (acquired by Cisco in 2017). The strategic acquisition aligns with ServiceNow's commitment to providing comprehensive solutions for optimizing IT operations.

2021. ServiceNow acquired RPA startup Intellibot

IT service management vendor ServiceNow recently joined the growing trend of embracing robotic process automation (RPA) by acquiring Intellibot, a startup based in India that specializes in RPA solutions. This acquisition aligns with the current industry focus on automating workflows across organizations. RPA offers a means to automate legacy processes, particularly those involving repetitive and mundane tasks typically performed by humans. With this purchase, ServiceNow gains the capability to integrate RPA directly into its platform. Furthermore, the company remains flexible by allowing customers to leverage RPA bots from other vendors if desired.

2021. ServiceNow adds new no-code capabilities

ServiceNow recognizes that the concept of distributed work has propelled the notion of enabling every employee to engage in software building. In light of this, the company has introduced a new domain known as Creator Workflows, aimed at empowering workers to construct customized workflows tailored to their specific requirements. Within this domain, ServiceNow offers a primary development environment that facilitates a user-friendly experience, allowing individuals to intuitively drag and drop the necessary components for constructing workflows that align with their needs. Additionally, templates are available to further streamline the process, providing a framework for common tasks and enhancing ease of use.

2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises

ServiceNow, the prominent cloud-based IT services company, has made a significant acquisition as part of its long-term strategy to establish a dominant presence in the realms of automation and artificial intelligence for enterprises. The company has acquired Element AI, a startup specializing in AI-driven IT services for businesses. This move exemplifies ServiceNow's ongoing efforts to build a modern platform that aligns with the evolving needs of the digital era. Although ServiceNow was established in 2004 and is not considered a traditional legacy business, it strives to position itself as the leading provider of "digital transformation" solutions. This term has gained prominence in the enterprise IT services landscape as organizations urgently adapt to conducting more online, leveraging cloud technologies, and operating remotely in response to global health challenges and future uncertainties.

2020. ServiceNow updates its workflow automation platform

Today, ServiceNow unveiled the latest version of its workflow automation platform, showcasing a range of new solutions tailored for specific industries. Telcos and financial services organizations, in particular, are among the verticals receiving increased attention. This strategic emphasis on verticals represents a continuation of ServiceNow's ongoing expansion beyond its initial focus on core IT management functionalities, which defined the company in its early stages. Furthermore, ServiceNow has introduced additional features to enhance companies' resilience during challenging circumstances, along with the integration of new machine learning-based tools.

2020. ServiceNow to acquire configuration management startup Sweagle

ServiceNow, renowned for its product portfolio that encompasses an IT Help Desk component, has recently completed the acquisition of Sweagle, a configuration management startup headquartered in Belgium. ServiceNow emphasizes that a single enterprise application can consist of up to 50,000 distinct configuration elements. Sweagle has developed a configuration data management platform that utilizes machine learning capabilities to assist customers in streamlining and automating this complexity. Configuration errors have the potential to cause disruptions, security vulnerabilities, and other critical issues for businesses.

2020. ServiceNow acquires AI chatbot startup Passage AI

ServiceNow recently made an acquisition by purchasing Passage AI, a startup specializing in multilingual chatbot development. This acquisition is expected to support ServiceNow's ongoing efforts to modernize its digital service platform. With the integration of Passage AI, ServiceNow gains access to advanced AI technology, aligning with its mission and objectives. The addition of chatbot solutions enables ServiceNow to automate customer/user inquiries, providing efficient and automated responses. Notably, Passage AI also brings an IT automation component that utilizes conversational interfaces for ticket submissions, query handling, and direct action through APIs. Furthermore, ServiceNow benefits from an HR automation feature, offering an intelligent tool for integration across its Now Platform, including ServiceNow Virtual Agent, Service Portal, and Workspaces in multiple languages.

2020. ServiceNow acquires AI-based IT monitoring startup Loom Systems

ServiceNow, a leading digital service company, has completed the acquisition of Loom Systems, an Israeli startup specializing in AIOps (Artificial Intelligence for IT Operations). The financial details of the acquisition were not disclosed. As ServiceNow focuses on digitizing service processes across various domains, IT service operations plays a significant role in their portfolio. Traditionally, organizations would monitor their systems, react to problems, and then investigate and resolve the root causes. However, with the power of artificial intelligence, potential threats to system health can be identified and mitigated proactively, avoiding major issues. Loom Systems' AIOps product offers such capabilities. Through this acquisition, ServiceNow aims to combine Loom Systems' AI innovations with its own AIOps capabilities, enabling customers to prevent and address IT issues before they escalate into significant problems.

2019. ServiceNow teams with Workplace by Facebook on service chatbot

Workplace, Facebook's enterprise collaboration and communication application, has joined forces with ServiceNow to introduce a new chatbot within Workplace Chat, aimed at simplifying employee interactions with company help desks. This integration is applicable to both IT and HR help desk scenarios. By leveraging the capabilities of a chatbot, companies can effectively save time and resources, while employees can receive prompt solutions to common issues. Previously, obtaining such answers would have necessitated navigating multiple systems, making phone calls, or submitting tickets to the relevant help desks. This collaborative effort between Workplace and ServiceNow offers a convenient and immediate approach to addressing employee needs.

2018. ServiceNow integrated with Box

Two leading enterprise cloud providers, ServiceNow and Box, have announced a new integration. This integration allows ServiceNow customers to seamlessly access Box content without the need to switch applications or divert their attention. To benefit from this integration, customers can conveniently obtain the Box plug-in directly from the ServiceNow Store. The plug-in comes with prebuilt workflows designed for common ServiceNow usage scenarios, but it also offers flexibility for customization. For instance, in an HR scenario, a ServiceNow administrator can construct a workflow within the ServiceNow HR application to facilitate the onboarding process for new employees. Utilizing ServiceNow's Flow Designer workflow-building tool, they can effortlessly incorporate all the necessary documents that require signatures, along with other related tasks, into a unified workflow.

Author: Michael Stromann
Michael is an expert in IT Service Management, IT Security and software development. With his extensive experience as a software developer and active involvement in multiple ERP implementation projects, Michael brings a wealth of practical knowledge to his writings. Having previously worked at SAP, he has honed his expertise and gained a deep understanding of software development and implementation processes. Currently, as a freelance developer, Michael continues to contribute to the IT community by sharing his insights through guest articles published on several IT portals. You can contact Michael by email