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389 Ratings
7 Ratings
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Score 9 out of 100

ServiceNow IT Service Management

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389 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 100

Likelihood to Recommend

Cisco CloudCenter (formerly CliQr), discontinued

I would definitely recommend CloudCenter due to its wide extensibility. I am able to extend and deploy our system in all four following ways; content integration, tool integration, platform integration, and most importantly cloud integration. Content extensibility allows deploying containers such as Docker, while tool integration allows me to integrate the most important security components such as HSM.
Nikola Marks | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow [IT Service Management] is well suited for situations where you want a quick, responsive, and one-stop platform that can be accessed by support engineers and they can work on the fixes with specified SLAs. Also, they can interact with the dashboard and update the info so that easy management of incidents and requests can be done.
Panav Beri | TrustRadius Reviewer

Feature Rating Comparison

Cloud Management

Cisco CloudCenter (formerly CliQr), discontinued
8.8
ServiceNow IT Service Management
Cloud Management Security
Cisco CloudCenter (formerly CliQr), discontinued
9.1
ServiceNow IT Service Management
Automation and Orchestration
Cisco CloudCenter (formerly CliQr), discontinued
9.1
ServiceNow IT Service Management
Cost Management
Cisco CloudCenter (formerly CliQr), discontinued
7.3
ServiceNow IT Service Management
Governance and Compliance
Cisco CloudCenter (formerly CliQr), discontinued
9.1
ServiceNow IT Service Management
Resource Management
Cisco CloudCenter (formerly CliQr), discontinued
9.1
ServiceNow IT Service Management
Systems Integration
Cisco CloudCenter (formerly CliQr), discontinued
9.1
ServiceNow IT Service Management

Incident and problem management

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.0
Organize and prioritize service tickets
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.6
Expert directory
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
7.8
Service restoration
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
7.6
Self-service tools
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
7.5
Subscription-based notifications
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.1
ITSM collaboration and documentation
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.4
ITSM reports and dashboards
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.3

ITSM asset management

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
7.7
Configuration mangement
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
7.9
Asset management dashboard
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
7.8
Policy and contract enforcement
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
7.4

Change management

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.2
Change requests repository
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.4
Change calendar
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.1
Service-level management
Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.2

Pros

Cisco CloudCenter (formerly CliQr), discontinued

  • We are able to automate deployment which has been a strength to the geographical distribution of the enterprise.
  • We have been able to work with a wider variety of developer tools and haven't had to customize to fit CloudCenter.
  • It is easier for us to allocate space and allow users to take advantage of the system directly with a minimum of overhead.
Alfred Brock | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

Cisco CloudCenter (formerly CliQr), discontinued

  • Post-purchase support needs to be improved, it takes ages to solve a problem.
Nikola Marks | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Usability

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 answers
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.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
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 | TrustRadius Reviewer

Performance

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 8.2
Based on 40 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 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 | TrustRadius Reviewer

Alternatives Considered

Cisco CloudCenter (formerly CliQr), discontinued

We found that the cost advantages were greater by going with Cisco because of our present contracts and the materials and equipment we already had on hand. The reliability of the system, for us, outweighed any cost advantages we might have been realized by going with another provider. Certainly the service and support for the entire system is much better when handled by a single vendor with a good track record.
Alfred Brock | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

Scalability

Cisco CloudCenter (formerly CliQr), discontinued

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

Cisco CloudCenter (formerly CliQr), discontinued

  • Improved visibility on the cloud components of the company backbone.
  • Less response time from server to employee which is good.
Nikola Marks | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Pricing Details

Cisco CloudCenter (formerly CliQr), discontinued

General

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

Cisco CloudCenter (formerly CliQr), discontinued Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

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

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco CloudCenter (formerly CliQr), discontinued
9.1
ServiceNow IT Service Management
8.2

Likelihood to Renew

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
10.0

Usability

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
6.5

Reliability and Availability

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
10.0

Performance

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
9.0

Support Rating

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
8.2

Online Training

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
1.0

Implementation Rating

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
10.0

Scalability

Cisco CloudCenter (formerly CliQr), discontinued
ServiceNow IT Service Management
10.0

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