ARIS vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ARIS
Score 8.1 out of 10
N/A
Software AG's Business Process Analysis Platform, ARIS, uses robust architecture and process management / analysis capability to drive integrations with the existing business processes along with information technology and SAP systems.
$100
designer
ServiceNow IT Service Management
Score 8.4 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
ARISServiceNow IT Service Management
Editions & Modules
ARIS Elements
$100
designer
ARIS Advanced
$200
designer
ARIS Enterprise
contact us
ARIS Enterprise
contact us
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
ARISServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
ARISServiceNow IT Service Management
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
ARIS
9.1
6 Ratings
11% above category average
ServiceNow IT Service Management
-
Ratings
Dashboards7.96 Ratings00 Ratings
Standard reports9.76 Ratings00 Ratings
Custom reports9.86 Ratings00 Ratings
Process Engine
Comparison of Process Engine features of Product A and Product B
ARIS
7.5
6 Ratings
12% below category average
ServiceNow IT Service Management
-
Ratings
Process designer8.26 Ratings00 Ratings
Process simulation8.66 Ratings00 Ratings
Business rules engine6.46 Ratings00 Ratings
SOA support7.45 Ratings00 Ratings
Process player6.02 Ratings00 Ratings
Support for modeling languages9.16 Ratings00 Ratings
Form builder7.16 Ratings00 Ratings
Model execution6.82 Ratings00 Ratings
Collaboration
Comparison of Collaboration features of Product A and Product B
ARIS
8.4
6 Ratings
3% above category average
ServiceNow IT Service Management
-
Ratings
Social collaboration tools8.46 Ratings00 Ratings
Content Management Capabilties
Comparison of Content Management Capabilties features of Product A and Product B
ARIS
9.3
6 Ratings
13% above category average
ServiceNow IT Service Management
-
Ratings
Content management9.36 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ARIS
-
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 Ratings7.655 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.359 Ratings
ITSM reports and dashboards00 Ratings8.861 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ARIS
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
4% 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
ARIS
-
Ratings
ServiceNow IT Service Management
8.1
61 Ratings
3% below category average
Change requests repository00 Ratings7.661 Ratings
Change calendar00 Ratings7.455 Ratings
Service-level management00 Ratings9.157 Ratings
Best Alternatives
ARISServiceNow IT Service Management
Small Businesses
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Square 9 Softworks
Square 9 Softworks
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
IBM Cloud Pak for Business Automation
IBM Cloud Pak for Business Automation
Score 9.0 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ARISServiceNow IT Service Management
Likelihood to Recommend
8.7
(6 ratings)
8.3
(78 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(13 ratings)
Usability
7.0
(1 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
8.0
(2 ratings)
7.3
(22 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(3 ratings)
Ease of integration
6.0
(1 ratings)
-
(0 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
ARISServiceNow IT Service Management
Likelihood to Recommend
Software AG
Well suited for enterprise architecture modeling where the intent to document elements beyond processes as well, such as risks and controls, KPIs, systems, org charts, etc. It also has the excellent capability of creating custom reports, hence if looking for various views right from summary to detailed, this is a great tool. It is less appropriate for implementing the processes as it is not very strong in BPMN.
Read full review
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
Software AG
  • Query feature is excellent to extract information in a specific manner.
  • Ability to create custom reports.
  • Collaboration feature is very good.
  • Semantic checks to check validation errors.
  • cloud based central repository.
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
Software AG
  • Defining databases, use of entities and relationship diagrams, define data, like data models, there is still a part they could improve.
  • Providing more standard reports and improving on access rights and privileges functionality
Read full review
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!
Read full review
Likelihood to Renew
Software AG
No answers on this topic
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.
Read full review
Usability
Software AG
I am a BPM and Enterprise Architect Consultant and hence have been using different BPM and EA tools for consulting practice. Until now I have used Opentext Provision EA,Sparx EA, MS Visio and IBM Blueworks. All of the tools used are good and have their own unique features and capabilities. ARIS BPA is widely used by my current organization for different projects.
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.
Read full review
Reliability and Availability
Software AG
No answers on this topic
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.
Read full review
Performance
Software AG
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Software AG
It has good, even complex functionality that is provided by its library and ability to create relations between items, yet it is not hard to use. Anyone can use it in a short time. It provides reporting abilities and good documentation with the availability of exporting options. The only drawback I have seen was user management/login issues.
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.
Read full review
Online Training
Software AG
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.
Read full review
Implementation Rating
Software AG
No answers on this topic
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.
Read full review
Alternatives Considered
Software AG
The Service area, they have been very useful. ARIS suite is covering number of applications. ARIS engine is very powerful and robust. The tool can be configured in many ways which can be beneficial but can be a curse at the same time. As a user, you need to apply this flexibility with care.
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.
Read full review
Scalability
Software AG
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
Software AG
  • Documentation of processes made it possible for anyone to see who does what, how and using what systems.
  • Dependency on specific people is eliminated.
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.
Read full review
ScreenShots

ARIS Screenshots

Screenshot of Start page of ARIS Elements.Screenshot of Modeling a BPMN diagram using the web-based ARIS designer.Screenshot of A process landscape in the ARIS portal.Screenshot of A customer journey landscape in the ARIS portal.Screenshot of The steps view of a process model, automatically generated, enriched with multi-media content. An easier way to get process knowledge to employees.Screenshot of A management dashboard in the ARIS portal.