What users are saying about

ServiceNow

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Top Rated
254 Ratings
15 Ratings
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Score 9 out of 101

ServiceNow

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Top Rated
254 Ratings
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Score 8.1 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

ServiceNow

ServiceNow is well suited as a ticketing tool for both large enterprises where major ticketing tool needs to have integrations with multiple third-party apps and the medium scale companies as well, where management doesn't want to spend too much cost and manpower in creating and maintaining a ticketing system. ServiceNow also provides lots of features which helps to reduce the cost of different tools required for individual tasks.
Vaibhav Gupta profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
ServiceNow
8.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
9.1
Service restoration
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
8.5
Self-service tools
Agiloft Flexible Service Desk Suite
9.7
ServiceNow
8.6
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
8.4
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
7.9
ServiceNow
8.4
Expert directory
Agiloft Flexible Service Desk Suite
ServiceNow
8.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
ServiceNow
8.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
ServiceNow
8.1
Configuration mangement
Agiloft Flexible Service Desk Suite
8.6
ServiceNow
8.2
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
ServiceNow
7.8
Asset management dashboard
Agiloft Flexible Service Desk Suite
ServiceNow
8.2

Change management

Agiloft Flexible Service Desk Suite
9.8
ServiceNow
8.9
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
ServiceNow
9.1
Service-level management
Agiloft Flexible Service Desk Suite
10.0
ServiceNow
8.9
Change calendar
Agiloft Flexible Service Desk Suite
ServiceNow
8.7

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Vaibhav Gupta profile photo

Cons

  • Documentation. The Administrator Manual gives some information, but we end up just going to Support a lot of times to help us figure out how to do something.
  • It would be extremely helpful to see what other employees with other permission levels can see, without having to go to their computer and view it from there. It seems like this is only possible in the Charts/Reports section.
  • There seems to be several bugs related to working with an external database. Nothing major, but little hiccups now and then can get a little frustrating.
Elizabeth Lepisto profile photo
  • Search capability can be further improved
  • The bulk ticket update feature can be added if not available as I haven't seen it until now
  • Can introduce power chart features like Power BI and others
Vaibhav Gupta profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It definitely works for what we need and is the best product for us. Also, I can't imagine many companies can offer support as great as they do.
Elizabeth Lepisto profile photo
ServiceNow9.7
Based on 12 answers
Our organization seems to be committed to using this powerful software tool. I am not involved in any of the decision making process for this. The primary users and administrators are very happy with ServiceNow's utility
Michael Sypes profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
ServiceNow9.7
Based on 7 answers
I have used Service Now with two different companies and found in both instances that it was very easy to use and get comfortable with. I like the fact that it is web-based, providing an opportunity to use from home when needed. I also have used other forms of service delivery software and so far have found Service Now to be far and away the easiest to use
Paul Trupka profile photo

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
ServiceNow10.0
Based on 1 answer
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 profile photo

Performance

No score
No answers yet
No answers on this topic
ServiceNow9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
ServiceNow10.0
Based on 4 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

Online Training

No score
No answers yet
No answers on this topic
ServiceNow1.0
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.
No photo available

Implementation

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 3 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 profile photo

Alternatives Considered

Easier to navigate and works about the same, yet without the enormous costs to get in.
Matt Gibson profile photo
ServiceNow leads the industry for a reason, they are simply the best in the space. The tool is modern, hosted, updated regularly, and has over 1000 out of the box connectors for other popular products. The tool really does it all and provides a ton of functionality to end users and technical users alike.
No photo available

Scalability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Return on Investment

  • Helps us organize tasks and projects and the data associated with each project
  • Helps us organize our resources to meet the demand of issues and events
  • This has helped us keep moving forward during times we otherwise would have pulled back.
  • Completely revolutionized our way of work life. Upwards of approx 300 percent productivity and complexity..
Matt Gibson profile photo
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Jesse Bickel, MS - PMP profile photo

Screenshots

ServiceNow

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

ServiceNow

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