Atlassian Bamboo vs. ServiceNow IT Service Management

If you value integration over cost, Bamboo is clearly the way to go. It offers tight integration to the rest of the Atlassian suite, and when you need traceability from issue to build, Atlassian is the right way to go. However, if you find yourself needing to save on costs, you may consider taking an approach of rolling your own build system with open source alternatives, such as Jenkins, if you don't [mind] putting in a little extra elbow grease.

Incentivized

It is well suited for medium to large companies that require a tool to allow users to create IT requests, have a self-service portal, track the completion of such requests and have access to KPIs to understand the satisaction level of the requestors. It is not the best tool if you want to have a heavy personalized IT Service Management tool to cater to all your needs or when you want to have an easy way to search for past tickets using specific keywords.

Incentivized

• Levels of granularity. Organization has many projects that have many build plans that have many jobs that have many tasks, etc. And branch builds allow source control branches to be built separately.
• Versatility. I can use bamboo to manage my Java, node, or .NET build plans. I can use it to spin up Windows or Linux build agents, or install it on a Mac to build there as well.
• Bamboo integrates with other Atlassian products like Bitbucket, Stash, JIRA, etc. If a company commits to the entire Atlassian stack then work can be tracked through the whole development lifecycle which is really useful.

Incentivized

• Integration
• Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
• Reporting. Great store of MIS reports and will let you to create custom reports
• Visual Task Boards - use it as Kanban boards

• Extremely hard barrier to entry for non-backend developers
• Blackbox makes it hard to customize functionality
• The inability to add features without breaking core functionality
• No cloud solution
• Tasks cannot be put in if/else statements
• No clear right way to form build plans

Incentivized

• Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
• Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
• It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
• I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

Incentivized

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.

Bamboo offers solid usability for teams looking for an integrated, scalable CI/CD solution, especially those using Atlassian tools. Its interface is intuitive for existing Atlassian users, and its focus on deployment automation makes it a strong option for continuous delivery. However, its complexity and cost may pose challenges for small teams or those new to CI/CD. Overall, Bamboo’s usability shines in environments where ease of integration and streamlined workflows are prioritized. Still, it may require more effort for teams unfamiliar with its setup or without dedicated resources.

Incentivized

It has helped us a lot, and after some training and getting to know the product, we are quite comfortable with it and feel much more capable of understanding what's going on in our IT environment. The only reason it doesn't get a perfect score from me is that there is a learning curve for both end users and IT admins using ServiceNow. Once you customize the UI and remove unnecessary fields. You are left with a very clean product that does what it needs to and does it well.

Incentivized

We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.

Incentivized

For a massive system, page loads are reasonably quick, including searches.

Incentivized

Bamboo is a fairly small product but having said that it was fairly easy to get assistance. Especially for the small to easy things. Anything large or fairly complex was an issue finding detailed answers for. This caused a lot of trial and error on our part to try to find a solution.

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.

Incentivized

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.

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.

Incentivized

We selected Bamboo because its capabilities to integrate with other Atlassian products specially Jira Software, Bitbucket and in some useful scenarios with Confluence. Also, we found these pros important for us: great user interface, easily agent deployment, Docker compability, simply to maintain / manage, and straightforwardly integration with different notification platforms

Incentivized

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.

Incentivized

ServiceNow works as an enterprise solution.

Incentivized

• It helped us achieve the Continuous Deployment and Continuous Integration goals for our applications, a huge milestone that saved a lot of time for developers in making the builds and deployments and saved time for QA in running the automated tests.
• Helped with DevOps: we moved the formal approval from the email to the system and allowed the approver to actually push the button for the production deployments.
• Biggest positive impact of using Bamboo is that it improved our response time to customers and increased the frequency of our deliveries to them.

Incentivized

• We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
• The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
• The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.

Incentivized