8 Ratings
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Score 7.6 out of 100
8 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Alemba Service Manager

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Amr ElGarhy | TrustRadius Reviewer

ServiceNow Customer Service Management

If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Alemba Service Manager
ServiceNow Customer Service Management
9.2
Organize and prioritize service tickets
Alemba Service Manager
ServiceNow Customer Service Management
10.0
Expert directory
Alemba Service Manager
ServiceNow Customer Service Management
9.0
Subscription-based notifications
Alemba Service Manager
ServiceNow Customer Service Management
9.0
ITSM collaboration and documentation
Alemba Service Manager
ServiceNow Customer Service Management
9.0
Ticket creation and submission
Alemba Service Manager
ServiceNow Customer Service Management
9.0
Ticket response
Alemba Service Manager
ServiceNow Customer Service Management
9.0

Self Help Community

Alemba Service Manager
ServiceNow Customer Service Management
9.0
External knowledge base
Alemba Service Manager
ServiceNow Customer Service Management
9.0
Internal knowledge base
Alemba Service Manager
ServiceNow Customer Service Management
9.0

Multi-Channel Help

Alemba Service Manager
ServiceNow Customer Service Management
9.0
Customer portal
Alemba Service Manager
ServiceNow Customer Service Management
9.0
IVR
Alemba Service Manager
ServiceNow Customer Service Management
9.0
Social integration
Alemba Service Manager
ServiceNow Customer Service Management
9.0
Email support
Alemba Service Manager
ServiceNow Customer Service Management
9.0
Help Desk CRM integration
Alemba Service Manager
ServiceNow Customer Service Management
9.0

Pros

Alemba Service Manager

  • Manage service processes
  • Manage pools
  • Automate services
Brian Kedash | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Anonymous | TrustRadius Reviewer

Cons

Alemba Service Manager

  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
Amr ElGarhy | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Alemba Service Manager

Alemba Service Manager 8.0
Based on 1 answer
It's performed just how I want it to, so no real complaints really
Brian Kedash | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

Alemba Service Manager

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Anonymous | TrustRadius Reviewer

Support Rating

Alemba Service Manager

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Alemba Service Manager

It wasn't my selection, it's been used for more than five years in the current organization.
Amr ElGarhy | TrustRadius Reviewer

ServiceNow Customer Service Management

No answers on this topic

Return on Investment

Alemba Service Manager

  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Brian Kedash | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Ease of use between departments has been a huge success.
  • Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
  • Any kind of outage has been handled very promptly.
Anonymous | TrustRadius Reviewer

Pricing Details

Alemba Service Manager

General

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

ServiceNow Customer Service Management

General

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

Rating Summary

Likelihood to Recommend

Alemba Service Manager
9.0
ServiceNow Customer Service Management
8.0

Likelihood to Renew

Alemba Service Manager
8.0
ServiceNow Customer Service Management

Usability

Alemba Service Manager
ServiceNow Customer Service Management
10.0

Support Rating

Alemba Service Manager
ServiceNow Customer Service Management
9.0

Add comparison