What users are saying about
66 Ratings
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Top Rated
285 Ratings
66 Ratings
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Score 6.9 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

Ariba

Ariba is well suited for large companies. But for smaller companies, I recommend another software, one not so complex like Ariba because there will be a lot of Ariba's features that a small company won't use
No photo available

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

Contract Authoring

Ariba
7.5
ServiceNow
Contract creation
Ariba
7.9
ServiceNow
Contract templates
Ariba
7.3
ServiceNow
Clause library/saved fields
Ariba
7.3
ServiceNow
Guided logic
Ariba
7.4
ServiceNow

Contract Collaboration

Ariba
7.4
ServiceNow
Contract sharing
Ariba
8.1
ServiceNow
Contract editing
Ariba
7.5
ServiceNow
Collaborating on contracts
Ariba
7.7
ServiceNow
MS Word plug-in
Ariba
6.1
ServiceNow
Approval process
Ariba
7.7
ServiceNow
Interdepartmental workflows
Ariba
7.3
ServiceNow

Contract Monitoring

Ariba
7.8
ServiceNow
Contract database
Ariba
7.6
ServiceNow
Legacy contracts
Ariba
7.4
ServiceNow
Contract search
Ariba
7.9
ServiceNow
Contract milestone reminders & alerts
Ariba
8.4
ServiceNow
Custom contract reports
Ariba
6.9
ServiceNow
Tracking contract status
Ariba
8.1
ServiceNow
Compliance check
Ariba
8.0
ServiceNow

Incident and problem management

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

ITSM asset management

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

Change management

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

Pros

Ariba

  • It informs me of when my proposals are approved.
  • It lets me electronically invoice my client.
  • It keeps me up to date on the status of my invoices and when they will be paid.
Katherine McGookey profile photo

ServiceNow

  • Provides a standard and relatively easy way to create a system of records for enterprise assets.
  • Processes are clearly defined and implemented. Alignment with legacy processes is easy and best practices exist when this is not the case. Automation allows for easy implementation of workflows and use of APIs make integration with external platforms a breeze.
  • Self-Service user experience is great. Out-of-the box. No need to specialized, costly and hard to find consultants.
No photo available

Cons

Ariba

  • I don't like that they anticipate an annual revenue based on one quarter. Our business is cyclic in nature. This costs us more money in fees than necessary.
  • I never know exactly who to talk to. I've had to figure it out.
  • Set up was a mess. I had several employees that each tried and only one is necessary and when they leave, I have a problem.
Katherine McGookey profile photo

ServiceNow

  • Implementation is still the domain of major consulting companies. This requires large budget projects. It would be good to develop an education and certification program to reduce the need for major integration companies.
  • Maybe confusing at the beginning, too many fields, too much information. Is there a way to start simple and grow?
  • Pay attention to overpromising. The company has great marketing material, great sales people, making it seem to be the tool for all IT needs, but the road may be long and costly.
  • ServiceNow could be a very good enterprise-wide platform but you need to prepare for significant integration and be ready to adopt standard processes.
No photo available

Likelihood to Renew

Ariba

Ariba 7.0
Based on 1 answer
No answer on this topic is available.

ServiceNow

ServiceNow 9.9
Based on 12 answers
Northcraft Analytics doesn't have a choice, we support the top 5 products in the market based on share.
Lee Cullom profile photo

Usability

Ariba

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 9.9
Based on 7 answers
The Geneva version has improved overall usability a lot, but would still be overwhelming for new users. Much like SAP or other large-scale applications- it can be very daunting when you get the first glance of all the modules, but you'll get the hang of it after some training and strong discipline.
No photo available

Reliability and Availability

Ariba

No score
No answers yet
No answers on this topic

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

Ariba

No score
No answers yet
No answers on this topic

ServiceNow

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

Support

Ariba

No score
No answers yet
No answers on this topic

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

Online Training

Ariba

No score
No answers yet
No answers on this topic

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

Ariba

No score
No answers yet
No answers on this topic

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

Ariba

We do work with other Products in procurement solutions like Coupa, Oracle Procurement Cloud etc.
Shalindra Singh profile photo

ServiceNow

When we reviewed BMC offerings and compared with ServiceNow in late 2012, ServiceNow had the most flexibility and I believe still has the most flexibility if you're comfortable with the underlying platform and have a strong guiding service philosophy. You can make the tool do anything, but the real questions are "Why?" and "What are you getting from doing it that way?" Most ITSM tools are just tools, whereas ServiceNow is a tool that was used to make itself. It is a platform/environment for cloud publishing and they happened to make an ITIL ITSM app on it at first because that's what Fred Luddy knew best, then had faith that IT departments around the world would have the talent to make more meaningful, greater things with it.
No photo available

Scalability

Ariba

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

Ariba

  • Don't use it for Contract Management - only for proposals and invoicing.
Katherine McGookey profile photo

ServiceNow

  • Hard to put a dollar amount on ambiguous efficiency gains in service (not operations) departments, but even after >20% company-wide layoffs with the oil price downturn, we were able to keep our high level of service.
  • We have just started a pilot program integrating Microsoft SCCM with the Service Catalog so people may request software installations based on Active Directory group memberships. Its adoption and manpower savings will be how we gauge other automation projects going forward.
  • Competitive labor market for experienced ServiceNow developers makes it difficult to find/retain talent, but there are many third-party implementation and outsourcing firms filling the gaps for any short-term projects you may need. Managed Service Providers are another possibility for the long-term.
No photo available

Pricing Details

Ariba

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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