Cloudera Data Platform vs. ServiceNow IT Service Management

I have seen that Cloudera Data Platform is well suited for large batch processes. It works really well for our indication analyses that are performed by the actuaries. I feel that rapid streaming operations may be a situation where additional technology would be needed to provide for a robust solution.

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We found that ServiceNow's ITSM product is overall a great product to use in all areas of IT. Whether it be Security, Infrastructure, or Networking, nothing is too complicated to bring into ServiceNow for processing. Being able to use flows to automate task creation and auto assign has helped to fill process gaps that existed with our previous product.

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• Scales
• Highly available

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• 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

• Constantly changing costs
• Log visibility

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• 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.

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Excellent rating for exceptional service provided for efficiency and efficient output given by it. It helped both client as well business to coordinate better for the requirements they work. It help to generate reports for real time progress on task. It helps to keep active watch on progress made by all parties

The basic actions of creating, updating and tracking requests is easy to udnerstand and use. Only a short onboarding training is needed to train the users of how to use it properly. However, the UI/UX experience can feel bloated with the many options it offers when you start to customize the tool to your company needs. It is also not the best looking user interface compared to more modern web applications.

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

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We have utilized Cloudera support quite frequently and are very satisfied with the capability and responsiveness of that team. Often, the new features delivered with the platform give us an opportunity to mature the way we're doing things, and the support team have been valuable in developing those new patterns.

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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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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.

While implementation the focus always should be on customizing features which are out of box to minimize the debts following the main features like Incidents, Requests, Change & Problem Statement. It should be strictly ensured to maintain right data quality, eliminating any duplicates or wrong workflows and incorrect reportings. Strong security and goverance to be implemented.

IBM's offering of the Cloud Pak for Data has been a moving target and difficult to compare to Cloudera Data Platform. We have implemented our solution on Amazon Web Services, which appears to be supported by IBM at this point, but the migration would be very expensive for us to endeavor.

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Having used other ticketing/asset tools in the past with other companies. This time, we opted for ServiceNow, primarily because of the company's scale. Once you start hiring a lot of employees, you need a robust tool with some maturity. We wanted to split the IT team into back-office and front-office teams. We needed proper permissions and auto-escalation. Also, approval flows for certain requests (mostly hardware and file access requests). All of this is part of the standard ServiceNow package. Some of the cheaper alternatives we felt were more suited for very small businesses or teams.

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ServiceNow works as an enterprise solution.

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• Reduced operational costs
• Speed to market

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• Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
• Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info