What users are saying about
13 Ratings
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Top Rated
285 Ratings
13 Ratings
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Score 7.1 out of 101

ServiceNow

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Top Rated
285 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 101

Likelihood to Recommend

Apptio

If you are trying to understand your IT costs and have cost pools and services defined then you are in a good position to move forward. If you are missing one of those items, spend the time getting that figured out before trying to implement the system. You can do that in parallel and use the ATUM model but it will not be an quick implementation. Ask what services Apptio can help with during the implementation process. They have some very good resources that can help provide best practice details from other customers.
Rick Eckoff profile photo

ServiceNow

ServiceNow is a perfect and great fit for A to B style helpdesk ticketing! I would tend to shy away from this product is your project management shop is on the medium or larger scale. It is ok for smaller projects but not for large complex, multi-team projects. ServiceNow is also great for establishing routine and frequently used workflows that you want to publish to an external or public customer base. There is a lot of potential to relieve a lot of administrative overhead but it requires a lot of back end work to see those results.
Jesse Bickel, MS - PMP profile photo

Feature Rating Comparison

Incident and problem management

Apptio
ServiceNow
8.5
Organize and prioritize service tickets
Apptio
ServiceNow
9.1
Expert directory
Apptio
ServiceNow
8.1
Service restoration
Apptio
ServiceNow
8.6
Self-service tools
Apptio
ServiceNow
8.6
Subscription-based notifications
Apptio
ServiceNow
8.3
ITSM collaboration and documentation
Apptio
ServiceNow
8.4
ITSM reports and dashboards
Apptio
ServiceNow
8.4

ITSM asset management

Apptio
ServiceNow
8.1
Configuration mangement
Apptio
ServiceNow
8.2
Asset management dashboard
Apptio
ServiceNow
8.2
Policy and contract enforcement
Apptio
ServiceNow
7.8

Change management

Apptio
ServiceNow
8.8
Change requests repository
Apptio
ServiceNow
9.1
Change calendar
Apptio
ServiceNow
8.6
Service-level management
Apptio
ServiceNow
8.8

Pros

Apptio

  • Apptio Technology Business Management is easy to use from a reporting standpoint. Reports can be created quickly and end users can filter as needed to retrieve the desired data.
  • Apptio Technology Business Management has been able to eliminate manual processes that involved numerous Excel spreadsheets. This enables the users to spend more time on analytics and less time on data manipulation.
  • The transparency that Apptio Technology Business Management provides at the click of a button helps reduce the number of questions that the IT area receives. When questions are raised they are more focused and easier to understand.
Rick Eckoff profile photo

ServiceNow

  • ServiceNow does a great job in creating a one-stop shop for ticketing for any organization large or small. The system has the ability to scale easily to both internal and external customers.
  • ServiceNow has the ability to scale beyond ticketing to include contract and project management modules to further support one single operation for administration.
  • ServiceNow integrates very well with Microsoft Active Directory.
  • ServiceNow has a very robust set of permissions and rules you can apply for a high level of security.
Jesse Bickel, MS - PMP profile photo

Cons

Apptio

  • Features are becoming easier to use, but like any software there is a constant progression
  • Getting companies on the right track for not only finding data but collecting consistent data
No photo available

ServiceNow

  • Sometimes too much, is just that; too much. SN offers so much, that you can kind of get lost in all its features.
  • Color customizing would be nice for those with visual impairments.
  • Cost is steep, but you do get a lot.
Ryan Weller profile photo

Likelihood to Renew

Apptio

Apptio 10.0
Based on 4 answers
It is hands down the most innovative SaaS on the market today. In my humble opinion it will be just as big or bigger than Salesforce, Workday and all of the greats. I would advise any big company to take advantage of Apptio and renew on an annual basis with their support team!
No photo available

ServiceNow

ServiceNow 9.9
Based on 12 answers
If was my choice [a long] time ago this software would be gone for good.
Max Lewenhaupt profile photo

Usability

Apptio

Apptio 9.0
Based on 1 answer
Apptio is proving to be a relatively user-friendly product, assuming proper skill sets and training. Enterprise Analytical abilities to support the proper data readiness and implementation are key.
No photo available

ServiceNow

ServiceNow 9.9
Based on 7 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 profile photo

Reliability and Availability

Apptio

Apptio 10.0
Based on 1 answer
Excellent, so far. SaaS-based...assuming effective data links and connectivity
No photo available

ServiceNow

ServiceNow 10.0
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

Apptio

Apptio 10.0
Based on 1 answer
Excellent, so far.
No photo available

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

Apptio

Apptio 9.0
Based on 1 answer
Solid support so far, primarily focused on implementation
No photo available

ServiceNow

ServiceNow 10.0
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

In-Person Training

Apptio

Apptio 10.0
Based on 1 answer
Excellent. We were able to coordinate an onsite course for several vs flying everyone to Apptio Training in Seattle.
No photo available

ServiceNow

No score
No answers yet
No answers on this topic

Online Training

Apptio

Apptio 9.0
Based on 1 answer
Was simply used to get familiar with the tool. Good introduction to the in-person course.
No photo available

ServiceNow

ServiceNow 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.
No photo available

Implementation

Apptio

Apptio 9.0
Based on 1 answer
Well, so far. Apptio Consulting covered specific model architecting areas particularly. Most of the heavy lifting is being done in-house with support from Apptio as it relates to tool impacts and needs. Some administrative tasks were redundant
No photo available

ServiceNow

ServiceNow 10.0
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

Apptio

There is no true competitor that is even comparable to allowing the same capabilities and benefits Apptio provides. It is ground breaking in every sense of the word and will make a huge difference for each and every customer. It can be very complex at times, but like everything in life anything worth implementing takes time, effort, and some growing pains.
No photo available

ServiceNow

Transitioning over to SN was a concise and easy process. No data loss and not a long wait to be up and running. The biggest notice off the bat was how much quicker and simpler SN is to use compared to predecessors. Customization and Reporting. Everyone wants his/her own report with specific content, organized in a way pertinent to them. SN allows for this, and more!
Ryan Weller profile photo

Scalability

Apptio

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Return on Investment

Apptio

  • Apptio Technology Business Management has greatly improved our chargeback transparency to the lines of business.
  • Apptio Technology Business Management has reduced our internal processing time for transfer pricing and various monthly reports.
  • We have yet to apply the IT expenses to a business metric within Apptio Technology Business Management but that is on the roadmap.
  • Apptio Technology Business Management has provided valuable cost level reports but we are still struggling to create the high level dashboards within the tool.
Rick Eckoff profile photo

ServiceNow

  • Reduced Average Handling Time for Incidents
  • Increased % of Incidents & Requests from Self-Service
  • Lower average change duration with orchestration
  • Higher recurring operational expenditures in comparison to traditional perpetual license model
  • Lower storage costs due to SaaS (does this offset subscription costs?)
  • Lower systems administration costs (does this offset subscription costs?)
  • Equal or higher application administration costs (People are still the most important factor in an implementation)
  • Lower database administration costs (does this offset subscription costs?)
  • Equal or higher upgrade costs
  • SaaS Vendor lock-in Potential
  • Higher % of Incidents resolved at the front-line with password reset automation via orchestration
Lee Cullom profile photo

Pricing Details

Apptio

General

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

ServiceNow

General

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

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