What users are saying about
9 Ratings
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Score 9.7 out of 100
437 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    Absolute

    Feature Set Not Supported
    N/A
    8.1

    ServiceNow IT Service Management

    81%
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.9
    89%
    67 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    51 Ratings

    Service restoration

    N/A
    0 Ratings
    7.8
    78%
    56 Ratings

    Self-service tools

    N/A
    0 Ratings
    7.6
    76%
    65 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.4
    74%
    63 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.4
    84%
    60 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.3
    83%
    62 Ratings

    ITSM asset management

    Absolute

    Feature Set Not Supported
    N/A
    7.8

    ServiceNow IT Service Management

    78%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    7.7
    77%
    60 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.0
    80%
    59 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    7.7
    77%
    53 Ratings

    Change management

    Absolute

    Feature Set Not Supported
    N/A
    8.1

    ServiceNow IT Service Management

    81%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.2
    82%
    61 Ratings

    Change calendar

    N/A
    0 Ratings
    7.8
    78%
    55 Ratings

    Service-level management

    N/A
    0 Ratings
    8.2
    82%
    57 Ratings

    Attribute Ratings

    • Absolute is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.5

    Absolute

    95%
    2 Ratings
    8.7

    ServiceNow IT Service Management

    87%
    79 Ratings

    Likelihood to Renew

    Absolute

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings

    Usability

    Absolute

    N/A
    0 Ratings
    6.5

    ServiceNow IT Service Management

    65%
    11 Ratings

    Availability

    Absolute

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Performance

    Absolute

    N/A
    0 Ratings
    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Support Rating

    Absolute

    N/A
    0 Ratings
    7.5

    ServiceNow IT Service Management

    75%
    40 Ratings

    Online Training

    Absolute

    N/A
    0 Ratings
    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Implementation Rating

    Absolute

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Product Scalability

    Absolute

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Likelihood to Recommend

    Absolute

    I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information or devices that contain proprietary information, critical business information or other information that needs to be securely protected. It can also be used to track a device (individual) as well if that is your goal. We use it as an extra precaution to track our mental health clinicians that do home visits. It allows us to keep track of their whereabouts, in case an issue arises at a client's home. We are able to send someone out to check or assist, alert emergency services or send law enforcement if a situation should arise.
    Anonymous | TrustRadius Reviewer

    ServiceNow IT Service Management

    In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
    Anonymous | TrustRadius Reviewer

    Pros

    Absolute

    • I tracked a stolen computer all the way to Africa from USA and disabled it.
    • I set up geofences with alerts. As soon as a computer got a wifi connection outside of our fences it would email me its current location.
    • Absolute's persistent technology was helpful. -Even when a pawn shop would attempt to "wipe" a device before getting it online, as soon as it got online it notified me of the OS re-installation and current location. We could call authorities and they could recover the device for us. And they were happy it made their job easier and deterred the pawn shop from reselling stolen devices.
    Stanley Dixon | TrustRadius Reviewer

    ServiceNow IT Service Management

    • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
    • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
    • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
    • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
    Dr Gardiner Jones | TrustRadius Reviewer

    Cons

    Absolute

    • I do not know where I would consider this product to be deficient in functionality, difficult to use or any major changes that needed to be addressed.
    • I wish the pricing of this product was a little lower, but I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information.
    Anonymous | TrustRadius Reviewer

    ServiceNow IT Service Management

    • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
    • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
    • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Absolute

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    Absolute Editions & Modules

    Additional Pricing Details

    ServiceNow IT Service Management

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $0 per year

    ServiceNow IT Service Management Editions & Modules

    Edition
    Starting Price$10,000.001
    1. per year
    Additional Pricing Details

    Likelihood to Renew

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 12 answers
    To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
    Anonymous | TrustRadius Reviewer

    Usability

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 6.5
    Based on 11 answers
    The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
    Max Lewenhaupt | TrustRadius Reviewer

    Reliability and Availability

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 2 answers
    We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
    Michael Sypes | TrustRadius Reviewer

    Performance

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 9.0
    Based on 2 answers
    For a massive system, page loads are reasonably quick, including searches.
    Michael Sypes | TrustRadius Reviewer

    Support Rating

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 7.5
    Based on 40 answers
    I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
    Anonymous | TrustRadius Reviewer

    Online Training

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 1.0
    Based on 1 answer
    To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 6 answers
    Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
    Randall Hodgins | TrustRadius Reviewer

    Alternatives Considered

    Absolute

    I have only used Absolute Data and Device Security (DDS). It was recommended by my Dell sales rep. After reviewing the product info, and loading a demo, it became clear that this is what was needed to add to our existing security to protect us from information loss due to a data breach on our portable devices. I presented this solution to the appropriate departments, and they agreed that this was something well worth the investment.
    Anonymous | TrustRadius Reviewer

    ServiceNow IT Service Management

    We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
    Jessica Rich | TrustRadius Reviewer

    Scalability

    Absolute

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 1 answer
    ServiceNow works as an enterprise solution.
    Michael Sypes | TrustRadius Reviewer

    Return on Investment

    Absolute

    • Recovery of stolen assets.
    • After recovering a few devices and students becoming aware of Absolute being deployed, it had a prevention effect deterring additional theft.
    • It deterred pawn shops from accepting our stolen machines.
    Stanley Dixon | TrustRadius Reviewer

    ServiceNow IT Service Management

    • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
    • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
    • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
    Anonymous | TrustRadius Reviewer

    Screenshots

    ServiceNow IT Service Management

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