What users are saying about
13 Ratings

ServiceNow

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Top Rated
244 Ratings
13 Ratings
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Score 6.6 out of 101

ServiceNow

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Top Rated
244 Ratings
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Score 8 out of 101

Add comparison

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
9.3
Expert directory
Apptio
ServiceNow
8.1
Service restoration
Apptio
ServiceNow
8.6
Self-service tools
Apptio
ServiceNow
8.5
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
8.0
Configuration mangement
Apptio
ServiceNow
8.2
Asset management dashboard
Apptio
ServiceNow
8.1
Policy and contract enforcement
Apptio
ServiceNow
7.7

Change management

Apptio
ServiceNow
9.1
Change requests repository
Apptio
ServiceNow
9.1
Change calendar
Apptio
ServiceNow
8.9
Service-level management
Apptio
ServiceNow
9.2

Pros

  • Service Costing – if you have to buy any module, this would be it! Comprehensive bottom up services cost analysis and reporting.
  • Bill of IT – Great module if you do charge backs. Can also help with Show Back of costs to the business.
  • Vendor Management – Manage SLAs and align those with vendor performance. While there are other products in the market that provide better functionality, this would be for a novice in this space.
Dennis Otieno, MBA, PMP, MCITP profile photo
  • Navigation is fluid and easy to follow.
  • Customizing views to suit your need is a breeze.
  • Generating reports that you need is "fun" as there are many built-in options as well as the ability to create your own.
  • Exporting reports in various formats help as different clients prefer different products.
Ryan Weller profile photo

Cons

  • Service Costing – Clean up the inference engine. The inference engine helps automatically map relationships between data. It is however, prone to error.
  • Application performance – Apptio was plagued by terrible application performance and response. They ned to work on this aggressively if they aspire to be the market leader.
  • Application Lifecycle – This is an area that changes constantly and the company needs to really address it. A normal DEV to STAGE to PROD would suffice. Not the current mix of backwards and forwards environment copies which are tedious and confusing.
Dennis Otieno, MBA, PMP, MCITP profile photo
  • 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

Apptio10.0
Based on 4 answers
Great tool, great value.
Dennis Otieno, MBA, PMP, MCITP profile photo
ServiceNow9.5
Based on 12 answers
If was my choice [a long] time ago this software would be gone for good.
Max Lewenhaupt profile photo

Usability

Apptio9.0
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
ServiceNow9.4
Based on 7 answers
Some things are easy, while other things are hard
Michael Sypes profile photo

Reliability and Availability

Apptio10.0
Based on 1 answer
Excellent, so far. SaaS-based...assuming effective data links and connectivity
No photo 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

Apptio10.0
Based on 1 answer
Excellent, so far.
No photo available
ServiceNow9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

Apptio9.0
Based on 1 answer
Solid support so far, primarily focused on implementation
No photo available
ServiceNow10.0
Based on 4 answers
Excellent Support and Fast Response.
No photo available

In-Person Training

Apptio10.0
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
No score
No answers yet
No answers on this topic

Online Training

Apptio9.0
Based on 1 answer
Was simply used to get familiar with the tool. Good introduction to the in-person course.
No photo available
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

Apptio9.0
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
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

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
We previously had our Change management process in Sharepoint which was cumbersome and very manual. Bringing this process into ServiceNow was one of the best things we could have done. With Zendesk, we decided to use that system for another department and it just doesn't provide the customizability and ease of use when creating workflow rules and triggers to automate an incident or change management process. Finally, Salesforce has the capability and features of a robust CRM but there is no incident or change management out of the box. Customizing these processes out of Salesforce proved to be too much to take on when we could use a system designed exactly for that need.
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

  • Greater value added partnerships and conversations with the business
  • Improved ability to forecast It spend and manage costs
  • The ability to provide a unit cost per employee which enables us to budget approriately for staff adjustments.
Dennis Otieno, MBA, PMP, MCITP profile photo
  • Positive impact - Great ROI due to the ability to automate business processes, which in tern means our agents are more efficient and productive. This had lead to a drastic decrease in the need for additional personnel. Our Care departments were able to save money on hiring less people.
  • Negative impact - Because our agents had to use this system along with 2 other CRM systems, we were duplicating our expenditure on systems that had overlapping functionality. This lead to serious consideration into whether ServiceNow was really a necessity when there were other ticketing systems that combined the power of Customer Relationship Management.
  • Positive impact - Using ServiceNow brought us the ability to implement ITIL processes and concepts into play, which really helped us analyze how we were doing business and how to efficiently manage all of the IT aspects of our company. This led to efficiencies across multiple organizations, therefore allowing us to restructure and align our business org.
No photo available

Pricing Details

Apptio

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

ServiceNow

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