ServiceNow Service Level Management vs GLPI

ServiceNow Service Level Management9.3Visit GLPI8.3Visit

Higher score ServiceNow Service Level Management #1 in IT SLA Management Software 9.3/10 Pricing on request ✓ 4 of 5 features Visit ServiceNow

vs

GLPI #7 in IT SLA Management Software 8.3/10 Free plan · paid from €19/user/mo · 45-day trial Free planFree trial✓ 0 of 5 features Visit GLPI

• ServiceNow Service Level Management fits best

  Enterprise SLA governance

• GLPI fits best

  Open-source IT asset and SLA management

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Side by side

Feature	ServiceNow Service Level Management 9.3/10 Visit ↗	GLPI 8.3/10 Visit ↗
At a glance
Editor score	9.3	8.3
Ranking	#1 in IT SLA Management Software	#7 in IT SLA Management Software
Best for	Enterprise SLA governance	Open-source IT asset and SLA management
Pricing model	Paid	Free plan + paid
Starting price	Pricing on request	Free plan · paid from €19/user/mo · 45-day trial
Free plan	Not checked yet	✓ (best)
Free trial	—	45 days
Deployment	Cloud	Cloud, Self-hosted
Platforms	Web	Web
Support	Community, Docs	Tickets
Built for	Enterprise	Small business, Mid-market, Enterprise
Features ServiceNow Service Level Management 4/5 · GLPI 0/5
Escalation automation	✓ (best)	Not checked yet
Business-hour calendars	✓ (best)	Not checked yet
Multi-level SLAs	Not checked yet	Not checked yet
SLA reporting	✓ (best)	Not checked yet
API access	✓ (best)	Not checked yet
Specs
SLA scope	Both	Not checked yet
Our review
Pros	Centralizes SLAs, OLAs, and underpinning contracts Tracks risk with visual timelines, timers, and breach warnings Supports business-time calculations, dashboards, and reporting	SLA and OLA tracking includes escalation levels Combines ticketing, catalog, knowledge, assets, and approvals Supports self-hosting, REST API, and selected integrations
Cons	Pricing requires contact with sales Delivered as part of the ServiceNow AI Platform May be broader than teams seeking only a lightweight SLA tool	Cloud pricing starts at €19 per user monthly Private Cloud billing starts at a minimum of 25 users Broader administration scope may exceed narrow SLA needs
Our verdict	ServiceNow Service Level Management helps organizations define, monitor, and report on service-level agreements between service providers and customers, employees, or vendors. It is designed for enterprise IT and cross-functional service… Read the review →	GLPI is an open-source IT service management platform for organizations that need more than SLA tracking alone. It brings together incident and service-request ticketing, service catalog forms, a self-service interface, knowledge… Read the review →

Strengths and trade-offs

• ServiceNow Service Level Management — where it wins

  • Centralizes SLAs, OLAs, and underpinning contracts
  • Tracks risk with visual timelines, timers, and breach warnings
  • Supports business-time calculations, dashboards, and reporting

  Where it doesn't

  • Pricing requires contact with sales
  • Delivered as part of the ServiceNow AI Platform
  • May be broader than teams seeking only a lightweight SLA tool

• GLPI — where it wins

  • SLA and OLA tracking includes escalation levels
  • Combines ticketing, catalog, knowledge, assets, and approvals
  • Supports self-hosting, REST API, and selected integrations

  Where it doesn't

  • Cloud pricing starts at €19 per user monthly
  • Private Cloud billing starts at a minimum of 25 users
  • Broader administration scope may exceed narrow SLA needs

• ServiceNow Service Level Management9.3/10 · Pricing on request

  A focused enterprise system for governing SLAs, OLAs, contracts, and service performance.

  Visit ServiceNowFull verdict →
• GLPI8.3/10 · Free plan · paid from €19/user/mo · 45-day trial

  A broad open-source ITSM suite with SLA tracking, assets, workflows, and self-hosting.

  Visit GLPIFull verdict →