Amazon Web Services vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Web Services
Score 8.7 out of 10
N/A
Amazon Web Services (AWS) is a subsidiary of Amazon that provides on-demand cloud computing services. With over 165 services offered, AWS services can provide users with a comprehensive suite of infrastructure and computing building blocks and tools.
$100
per month
ServiceNow IT Service Management
Score 8.5 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
Amazon Web ServicesServiceNow IT Service Management
Editions & Modules
Free Tier
$0
per month
Basic Environment
$100 - $200
per month
Intermediate Environment
$250 - $600
per month
Advanced Environment
$600-$2500
per month
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
Amazon Web ServicesServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAWS allows a “save when you commit” option that offers lower prices when you sign up for a 1- or 3- year term that includes an AWS service or category of services.
More Pricing Information
Community Pulse
Amazon Web ServicesServiceNow IT Service Management
Considered Both Products
Amazon Web Services

No answer on this topic

ServiceNow IT Service Management
Chose ServiceNow IT Service Management
ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around …
Top Pros
Top Cons
Features
Amazon Web ServicesServiceNow IT Service Management
Infrastructure-as-a-Service (IaaS)
Comparison of Infrastructure-as-a-Service (IaaS) features of Product A and Product B
Amazon Web Services
8.8
67 Ratings
7% above category average
ServiceNow IT Service Management
-
Ratings
Service-level Agreement (SLA) uptime8.863 Ratings00 Ratings
Dynamic scaling9.164 Ratings00 Ratings
Elastic load balancing9.260 Ratings00 Ratings
Pre-configured templates7.856 Ratings00 Ratings
Monitoring tools9.164 Ratings00 Ratings
Pre-defined machine images8.457 Ratings00 Ratings
Operating system support8.962 Ratings00 Ratings
Security controls9.265 Ratings00 Ratings
Automation9.016 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Amazon Web Services
-
Ratings
ServiceNow IT Service Management
8.3
67 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.966 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.755 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.459 Ratings
ITSM reports and dashboards00 Ratings8.961 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Amazon Web Services
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
Amazon Web Services
-
Ratings
ServiceNow IT Service Management
8.1
61 Ratings
4% below category average
Change requests repository00 Ratings7.761 Ratings
Change calendar00 Ratings7.555 Ratings
Service-level management00 Ratings9.157 Ratings
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Amazon Web ServicesServiceNow IT Service Management
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Score 9.0 out of 10
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Score 9.0 out of 10
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Score 9.0 out of 10
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Score 9.0 out of 10
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User Ratings
Amazon Web ServicesServiceNow IT Service Management
Likelihood to Recommend
8.8
(79 ratings)
8.3
(78 ratings)
Likelihood to Renew
9.4
(10 ratings)
9.0
(13 ratings)
Usability
7.2
(9 ratings)
6.3
(11 ratings)
Availability
9.0
(1 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
7.2
(24 ratings)
7.3
(22 ratings)
Online Training
7.0
(1 ratings)
1.0
(1 ratings)
Implementation Rating
10.0
(3 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Amazon Web ServicesServiceNow IT Service Management
Likelihood to Recommend
Amazon AWS
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ServiceNow
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.
Read full review
Pros
Amazon AWS
  • Starting an instance and accessing it for testing purpose, demo or production deployment its always easy.
  • All the things which are available over AWS are pretty well managed and easy to use.
  • You might find everything you required for an product and other development over AWS.
  • Its suitable for both either an enterprise or an startup
  • Various resources and documentation are available in case you struck somewhere.
Read full review
ServiceNow
  • 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.
Read full review
Cons
Amazon AWS
  • If there is one thing I think AWS needs improvement on, it is the administration dashboard. It can be a nightmare to use especially when trying to access billing. This could be made better, honestly, as there should be a simplified way to access simple admin features.
  • While AWS was fairly easy to integrate into our solutions, it is not as easy to use without some IT knowledge. The dashboards are complicated and designed for someone who is computer savvy. If you are just want to keep track of billing, for example, you may need to take a course or spend a few hours with someone being walked through the admin console.
  • AWS does tend to be slow at times. If you do not have a fast internet connection, it can take time to access services that are hosted on AWS. This is not always the case but we have had clients complain about this if they are trying to access a service from multiple points (IP addresses). The only real fix we found was to make our files cache to another server and only keep current data accessible to clients.
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ServiceNow
  • 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!
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Likelihood to Renew
Amazon AWS
We are almost entirely satisfied with the service. In order to move off it, we'd have to build for ourselves many of the services that AWS provides and the cost would be prohibitive. Although there are cost savings and security benefits to returning to the colo facility, we could never afford to do it, and we'd hate to give up the innovation and constant cycle of new features that AWS gives us.
Read full review
ServiceNow
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.
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Usability
Amazon AWS
Our cloud platform architecture was designed in order to collect, analyze, and optimize modern networks, from AWS-powered computing, networking, storage, and more. So, we needed a reliable, scalable, and secure global computing infrastructure. Auto Scaling and Elastic Load Balancing were key features in our evaluation and later on for scalability and high performance. We being a cybersecurity company, we needed to ensure that our cloud provider utilizes an end-to-end approach to secure and harden the infrastructure, including physical, operational, and software measures - which AWS had all in place.
Read full review
ServiceNow
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.
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Reliability and Availability
Amazon AWS
Availability is very good, with the exception of occasional spectacular outages.
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ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
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Performance
Amazon AWS
AWS does not provide the raw performance that you can get by building your own custom infrastructure. However, it is often the case that the benefits of specialized, high-performance hardware do not necessarily outweigh the significant extra cost and risk. Performance as perceived by the user is very different from raw throughput.
Read full review
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Amazon AWS
The customer support of Amazon Web Services are quick in their responses. I appreciate its entire team, which works amazingly, and provides professional support. AWS is a great tool, indeed, to provide customers a suitable way to
immediately search for their compatible software's and also to guide them in a
good direction. Moreover, this product is a good suggestion for every type of
company because of its affordability and ease of use.
Read full review
ServiceNow
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.
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Online Training
Amazon AWS
No answers on this topic
ServiceNow
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.
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Implementation Rating
Amazon AWS
The API's were very well documented and was Janova's main point of entry into the services.
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ServiceNow
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.
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Alternatives Considered
Amazon AWS
Amazon Web Services is well suited when we have a huge amount of data to store, process, manipulate and get meaningful information out of. It is also suitable when we need very fast data retrieval from the database. They provide a superior product at a fair price which allows us to further our goals and push the limits of what we are capable of as a team / company.
Read full review
ServiceNow
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.
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Scalability
Amazon AWS
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
Amazon AWS
  • AWS has lowered our employee cost, because you don't have to hire Network/Server Admins to manage infrastructure.
  • Increased productivity by incorporating Continuous Integration with AWS and our development life cycle.
  • Increased customer confidence by being able to provide HIPAA level security in our development and production environments
Read full review
ServiceNow
  • 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.
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ScreenShots