OpenText Service Management Aviator vs. ServiceNow Comparison


OpenText Service Management Aviator OpenText	ServiceNow	+	+
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Its integrated Enterprise Application Framework enables organizations to configure workflows, forms, data structures and roles and to build individual business applications on the same platform. EcholoN supports Incident, Request, Problem and Change Management, Service Catalogs, Knowledge Management, Asset and Configuration Management, customer and contract processes, maintenance and technical service. Workflow automation, notifications, escalations, dashboards and reporting help standardize processes and improve transparency. EcholoN is designed for organizations that need more than a traditional ticketing system and want to connect IT, service departments and business processes on one scalable platform 50 Ratings Visit Website SuperOps SuperOps is the AI-native unified platform for modern MSPs and internal IT teams. 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Built on billions of CX interactions, Zendesk AI supports the whole service journey—from self-service to agents to admins—helping teams resolve issues faster and operate efficiently at scale. Zendesk empowers agents with tools, insights, and context to deliver personalized service on any channel—social messaging, phone, or email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1200+ apps. Easy to implement, it frees teams from relying on IT or costly partners. Serving over 130K global brands in 30+ languages, Zendesk simplifies business complexity to create meaningful customer connections. Headquartered in San Francisco, it operates worldwide. 7,958 Ratings Visit Website Auvik Auvik's cloud-based network monitroing and management software gives you instant insight into the networks you manage, and automates complex and time-consuming network tasks. You get complete network visibility and control. 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About OpenText Service Management Aviator is a trusted, context-aware AI solution for IT service management (ITSM) and enterprise service management (ESM), grounded in an organization’s own knowledge, policies, procedures, and documentation. It helps employees find answers faster, improves service desk productivity, and scales service operations while maintaining governance and AI sovereignty. AI-assisted self-service lets users answer how-to questions, submit service requests, and complete guided automation across departments such as IT and HR. Service desk agents receive contextual information about incoming tickets, including AI-generated summaries and suggested solutions. Aviator can turn resolved tickets into knowledge articles with generated summaries, tags, and categorization, helping organizations expand self-service content. It also supports intelligent routing, solution recommendations, autonomous fulfillment, and knowledge creation.	About Digitize your workflows - they'll love you for it. Your company can be more productive and your people more engaged. ServiceNow makes work, work better for people. Transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it—fast, simple, easy. ServiceNow delivers digital workflows that create great experiences and unlock productivity for employees and the enterprise. We simplify the complexity of work on a single, enterprise cloud platform. The Now Platform: The intelligent and intuitive cloud platform for work. Choose from our workflows or build your own apps. Built on the Now Platform, our product portfolio delivers the  IT,  Employee, and  Customer Workflows that matter with enterprise solutions to help drive every part of your digital transformation. Create the great experiences you want and unlock the productivity you need, now with native mobile capabilities for everyday work across the enterprise.
Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported	Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Not Supported
Audience IT service teams, service desk agents, employees, and enterprise teams needing to automate service workflows, improve self-service, and make faster decisions	Audience ITSM companies seeking a solution to connect people, functions, and systems across their organization
Support Phone Support Supported 24/7 Live Support Not Supported Online Supported	Support Phone Support Supported 24/7 Live Support Supported Online Supported
API Offers API Not Supported	API Offers API Supported
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing No information available. Free Version Not Supported Free Trial Not Supported	Pricing $100 per month Free Version Not Supported Free Trial Supported
Reviews/Ratings Overall 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software	Reviews/Ratings Overall 3.0 / 5 ease 4.0 / 5 features 4.0 / 5 design 3.0 / 5 Read all reviews
	Pros & Cons from Real Users Pros ServiceNow was used extensively by my uni's IT department, where I worked for a while. We'd have different teams in the system and our users would submit tickets and tag different teams, and ServiceNow was like an email wrapper that kept track of incidents and information that the users would give. It seemed to play well with our other alerting systems and users were mostly able to contact us without issue. Cons The UI man. This was a few years ago so maybe things are better now but geez dude can you try to select a worse color scheme than blocky grey boxes without a shred of elegance or rounded corners? Ugly as heck and intimidating with dropdown boxes under more dropdowns, and some of the pages weren't intuitive either.
Training Documentation Supported Webinars Supported Live Online Supported In Person Not Supported	Training Documentation Supported Webinars Supported Live Online Not Supported In Person Not Supported
Company Information OpenText Founded: 1991 Canada www.opentext.com/aviator-ai/service-management-aviator	Company Information ServiceNow Founded: 2003 United States www.servicenow.com
Alternatives No Alternatives	Alternatives Freshservice Freshworks
	ManageEngine Endpoint Central ManageEngine
	Zendesk
	Jira Service Management Atlassian
View All	SolarWinds Service Desk SolarWinds View All
Categories AI-Powered ITSM Tools Supported IT Service Supported ITSM Supported Service Desk Supported	Categories AI Service Management (AISM) Supported AI-Powered ITSM Tools Supported Help Desk Supported Issue Tracking Supported IT Service Supported ITSM Supported Service Request Management Supported
	IT Service Features Contract Management Not Supported Incident Management Supported IT Asset Management Supported Knowledge Management Supported Release Management Not Supported Self Service Portal Supported Service Catalog Supported Service Reporting Supported Ticket Management Supported ITSM Features Asset Tracking Supported Availability Management Not Supported Change Management Supported Configuration Management Supported Contract/License Management Supported Dashboard Supported Incident Management Supported Problem Management Supported Project Management Supported Release & Deployment Management Supported Self Service Portal Supported Show More Features Help Desk Features Alerts / Escalation Supported Automated Routing Supported Community Forums Supported Customizable Branding Supported Document Storage Supported Email Integration Supported Incident Management Supported Interaction Tracking Supported IT Asset Management Supported Knowledge Base Supported Known Issue Management Supported Live Chat Supported Multi-Channel Communication Supported Multiple Brands / Products Not Supported Network Monitoring Supported Real-time Chat Supported Self Service Portal Supported Service Level Agreement (SLA) Management Supported Ticket Management Supported Issue Tracking Features Assignment Management Supported Dashboard Supported Escalation Management Supported Issue Auditing Not Supported Issue Scheduling Supported Knowledge Base Supported Project Management Supported Recurring Issues Supported Scheduling Not Supported Task Management Supported
Integrations Auditive Not Supported BigPanda Not Supported Delinea Cloud Access Controller Not Supported GitGuardian Not Supported Good Sign Not Supported Kumoco Cloud Manager Not Supported Microsoft Defender for IoT Not Supported OneLogin Not Supported Optum AI Marketplace Not Supported Orbita Not Supported Pipedream Not Supported Polarity Not Supported RenderDraw Journeys Not Supported ServiceNow Resource Management Not Supported Sisense Not Supported Stormboard Not Supported Sutherland Robility Not Supported Visual Storage Intelligence Not Supported WIZ AI Talkbots Not Supported ZIRO Not Supported Show More Integrations View All 5 Integrations	Integrations Auditive Supported BigPanda Supported Delinea Cloud Access Controller Supported GitGuardian Supported Good Sign Supported Kumoco Cloud Manager Supported Microsoft Defender for IoT Supported OneLogin Supported Optum AI Marketplace Supported Orbita Supported Pipedream Supported Polarity Supported RenderDraw Journeys Supported ServiceNow Resource Management Supported Sisense Supported Stormboard Supported Sutherland Robility Supported Visual Storage Intelligence Supported WIZ AI Talkbots Supported ZIRO Supported Show More Integrations View All 1027 Integrations
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