Resolve vs ServiceNow
ServiceNow rebranded Now Assist and Moveworks as Otto, then put the AI on a meter. Resolve runs flat-priced agents that resolve across systems, on top of the ITSM you keep.
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Lower Total Costs without Compromise
Software Savings Are Just the Beginning
ServiceNow customers who switch to Resolve cut ticket volume up to 70%, compounding the savings as you scale instead of metering them.
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Retire the Assist Meter. Achieve Zero Ticket™
ServiceNow Otto
Automation Vision
Outcome-first automation that executes work end to end and closes incidents across systems.
Ticketing and routing at the core. Otto adds a conversational front door, still built around categorize, prioritize, hand off.
AI Capabilities
Agentic AI runs resolution end to end, with optional human-in-the-loop for governance and approvals. Full autonomy is standard, not a tier.
Otto repackages Now Assist and Moveworks. Autonomous resolution, the L1 Service Desk AI Specialist, sits in the top Prime tier. Foundation and Advanced stay assistive.
Time to Value
5,000+ prebuilt automations go live fast, no heavy customization.
Advanced automation takes months of configuration and consulting. Legacy SKUs end of sale July 1, 2026, forcing renewals onto the new model.
Cost & Scalability
Flat pricing. No per-ticket, per-user, per-workflow, or token fees. Cost holds as usage grows.
Every Otto tier ships a monthly assist pool. Heavy teams drain it mid-month and buy top-up packs at a per-unit rate, on top of fulfiller seats and 5 to 10% annual escalators.
Escalation Support
Automation owns incidents end to end, cutting misroutes and manual fixes.
Brittle routing and rule upkeep drive repeat escalations and manual correction.
Automation Model
Outcome-first automation that executes work end to end and closes incidents across systems; not just routing tickets.
Primarily used for ticketing and routing. Automation focuses on categorization, prioritization, and handoffs, not consistent resolution.
AI Capabilities
Agentic AI executes resolution playbooks with optional human-in-the-loop controls for governance, risk, and approvals.
AI is assistive and suggestive; routing, summaries, and recommendations with humans completing resolution.
Time to Value
5,000+ prebuilt automations deliver fast time to value without heavy customization or long projects.
Advanced automation requires months of configuration, specialist skills, and consulting support.
Cost & Scalability
Predictable pricing that scales with outcomes, not tickets, users, or workflow volume.
Stack SKUs and consumption thresholds increase costs as customers add AI and workflow automation on top of ITSM.
Escalation Support
Automation owns incidents end to end, reducing misroutes, escalations, and manual fixes.
Brittle routing and rule maintenance lead to frequent escalations and manual correction.
Bundled AI Still Runs on a Meter
5 → 3
Tiers collapsed into Foundation, Advanced & Prime
Monthly
Assist pools reset, then top-ups bill at a per-unit rate
Prime only
Where ServiceNow puts autonomous L1 resolution
Where the World's Best Run Without Tickets
Unified AI Control Plane Above ServiceNow
Begin Your Journey Towards Zero Ticket™ IT
Accelerate transformation with automation and orchestration that eliminates noise, reduces resolution times over 70%, and empowers IT to operate as a proactive, high-impact force aligned to business outcomes—not buried in tickets.
Industry Recognition for Enterprise IT Automation
Resolve is recognized by leading analyst firms for its approach to service orchestration, automation, and ITSM platform innovation.
The IT Automation Partner of Choice for Global Enterprises
