Broadcom DX Unified Infrastructure Management vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Broadcom DX Unified Infrastructure Management
Score 9.1 out of 10
N/A
Broadcom DX Unified Infrastructure Manager, formerly from CA Technologies, is a unified tool for systems monitoring and analytics. It offers multiple deployment options for IT teams and MSPs .N/A
ServiceNow IT Service Management
Score 8.5 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
Broadcom DX Unified Infrastructure ManagementServiceNow IT Service Management
Editions & Modules
No answers on this topic
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
Broadcom DX Unified Infrastructure ManagementServiceNow IT Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Broadcom DX Unified Infrastructure ManagementServiceNow IT Service Management
Considered Both Products
Broadcom DX Unified Infrastructure Management
Chose Broadcom DX Unified Infrastructure Management
CA UIM is a perfect replacement for NSM and eHealth. Provides more options and continued support from the vendor.
ServiceNow IT Service Management

No answer on this topic

Top Pros
Top Cons
Features
Broadcom DX Unified Infrastructure ManagementServiceNow IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Broadcom DX Unified Infrastructure Management
-
Ratings
ServiceNow IT Service Management
8.2
67 Ratings
0% below category average
Organize and prioritize service tickets00 Ratings8.766 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.555 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
Broadcom DX Unified Infrastructure Management
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% 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
Broadcom DX Unified Infrastructure Management
-
Ratings
ServiceNow IT Service Management
7.9
61 Ratings
6% below category average
Change requests repository00 Ratings7.361 Ratings
Change calendar00 Ratings7.255 Ratings
Service-level management00 Ratings9.157 Ratings
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Broadcom DX Unified Infrastructure ManagementServiceNow IT Service Management
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Score 8.5 out of 10
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Score 9.0 out of 10
Medium-sized Companies
IBM Instana
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Score 9.0 out of 10
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Score 9.0 out of 10
Enterprises
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IBM Instana
Score 9.0 out of 10
Ivanti Neurons for ITSM
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Score 9.5 out of 10
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User Ratings
Broadcom DX Unified Infrastructure ManagementServiceNow IT Service Management
Likelihood to Recommend
7.0
(6 ratings)
8.2
(78 ratings)
Likelihood to Renew
9.0
(1 ratings)
9.0
(13 ratings)
Usability
9.0
(1 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
9.0
(1 ratings)
7.3
(22 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
9.0
(1 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Broadcom DX Unified Infrastructure ManagementServiceNow IT Service Management
Likelihood to Recommend
Broadcom
Well Suited: - Multiple units (you may split Nimsoft per Groups, companies, etc.) - When your Business Teams NEED Dashboards (they'll love it after they learn how to use, for example, if they discover that the may even run SQL queries together with monitor the webpage of the application, and display business data) Less appropriate: - If you are beginning to monitor your environment (because you need to know your environment at least a little bit to check if the entire set of monitoring Nimsoft plugins will really help you or you will only use it to ping your application) - If you don't have at least one (i do recommend 2 or 3 after some short time) people dedicated to deploy and fine-tune the monitoring. The tool is really good, but if you don't have anyone working on it, you will notice that you're spending money in an elephant to kill an ant or worst, that you passed the entire year, and still have the same problems of the last year, cause no one put the hands enough time in the tool. I saw this happening during the first year when I was the only one working with the tool and still supporting the entire team.
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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.
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Pros
Broadcom
  • Ease of management
  • Unified platform
  • Depth of infrastructure management. Has numerous probes which can help you monitor every aspect of your environment.
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.
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Cons
Broadcom
  • I'd like to see improvements in inventory management. Currently node management isn't as efficient as I'd like.
  • I also see a big opportunity to offer greater customization in the Detail Tab. I'd like the ability to pick and chose which metrics are displayed by default in the Detail Tab snapshot.
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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!
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Likelihood to Renew
Broadcom
Meets our business requirements
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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.
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Usability
Broadcom
Easy to configure and use.
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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.
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Reliability and Availability
Broadcom
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.
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Performance
Broadcom
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
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Support Rating
Broadcom
Exceed Expectations.
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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.
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Online Training
Broadcom
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.
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Implementation Rating
Broadcom
Plan it out based on your requirements.
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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.
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Alternatives Considered
Broadcom
All tools have their own gaps , some seem to do more than others, some just work better. With UIM we have found a sweet spot with features, price point, pros, cons, etc
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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.
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Scalability
Broadcom
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
Broadcom
  • Business Units love It - Good for them, but worse for the IT Team until we share the responsibility of the dashboards.
  • If no one put their hands on it, it will take some time to give results. I'm talking about environments with 400 devices, for example, in something about 6 months to one year, if no one is dedicated, and depending on the consulting company. Some, even certified by CA, was not good. If possible, try to use CA services directly.
  • IT Teams, after they start to notice that the tool really work, will want to monitor everything. Depending on the company, this will be more or less easy to measure, as ROI. And I'm telling this because usually IT teams don't know how to sell them to C-Levels, and the tool, because of the price, is always a motivation to questions like: "What is this tool? Do you really need it? Is there another way to monitor this?"
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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.
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ScreenShots