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Top Rated
369 Ratings
11 Ratings
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Score 9.4 out of 100

ServiceNow IT Service Management

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Top Rated
369 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Cloudera Manager

It would be suited for customers who feel more comfortable with using a GUI. It is less appropriate for developers or engineers who are comfortable with command line
Ethan Tran | TrustRadius Reviewer

ServiceNow IT Service Management

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cloudera Manager
ServiceNow IT Service Management
8.3
Organize and prioritize service tickets
Cloudera Manager
ServiceNow IT Service Management
8.7
Expert directory
Cloudera Manager
ServiceNow IT Service Management
7.9
Service restoration
Cloudera Manager
ServiceNow IT Service Management
7.8
Self-service tools
Cloudera Manager
ServiceNow IT Service Management
8.2
Subscription-based notifications
Cloudera Manager
ServiceNow IT Service Management
8.2
ITSM collaboration and documentation
Cloudera Manager
ServiceNow IT Service Management
8.9
ITSM reports and dashboards
Cloudera Manager
ServiceNow IT Service Management
8.6

ITSM asset management

Cloudera Manager
ServiceNow IT Service Management
7.9
Configuration mangement
Cloudera Manager
ServiceNow IT Service Management
8.2
Asset management dashboard
Cloudera Manager
ServiceNow IT Service Management
8.0
Policy and contract enforcement
Cloudera Manager
ServiceNow IT Service Management
7.6

Change management

Cloudera Manager
ServiceNow IT Service Management
8.6
Change requests repository
Cloudera Manager
ServiceNow IT Service Management
8.8
Change calendar
Cloudera Manager
ServiceNow IT Service Management
8.5
Service-level management
Cloudera Manager
ServiceNow IT Service Management
8.6

Pros

Cloudera Manager

  • Graphical user interface
  • Management of third party applications start/stop/restart functionality through framework
  • Support of Apache Hadoop ecosystem
  • Ability to do "rolling restarts"
Charles Inglese | TrustRadius Reviewer

ServiceNow IT Service Management

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Cons

Cloudera Manager

  • Cloudera Manager needs to be more agile with integrating other applications, such as Accumulo 1.7, to their software.
  • Cloudera Manager can do a better job at explaining why a node fails to add to a cluster using their assistant.
  • Cloudera Manager should show graphs only when there is data, instead of showing just an empty box.
Ethan Tran | 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

Cloudera Manager

Cloudera Manager 8.5
Based on 2 answers
It is a well developed product with a good user interface.
Charles Inglese | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

Cloudera Manager

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 7 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

Cloudera Manager

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

Cloudera Manager

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

Cloudera Manager

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 8.3
Based on 36 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

Cloudera Manager

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

Cloudera Manager

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

Cloudera Manager

I have not used any competitors, such as Hortonworks, because Cloudera Manager just works and meets all my customer's needs. I only have deployed Hadoop using command line, which is not easy to use and manage.
Ethan Tran | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Scalability

Cloudera Manager

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

Cloudera Manager

  • Cloudera Manager has allowed our organization to deploy Apache Hadoop to operations quicker and with less training versus using the command line exclusively.
  • Increased employee efficiency.
  • Increased product adoption.
Charles Inglese | TrustRadius Reviewer

ServiceNow IT Service Management

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Pricing Details

Cloudera Manager

General

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

ServiceNow IT Service Management

General

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

Rating Summary

Likelihood to Recommend

Cloudera Manager
8.5
ServiceNow IT Service Management
8.3

Likelihood to Renew

Cloudera Manager
8.5
ServiceNow IT Service Management
10.0

Usability

Cloudera Manager
ServiceNow IT Service Management
10.0

Reliability and Availability

Cloudera Manager
ServiceNow IT Service Management
10.0

Performance

Cloudera Manager
ServiceNow IT Service Management
9.0

Support Rating

Cloudera Manager
ServiceNow IT Service Management
8.3

Online Training

Cloudera Manager
ServiceNow IT Service Management
1.0

Implementation Rating

Cloudera Manager
ServiceNow IT Service Management
10.0

Scalability

Cloudera Manager
ServiceNow IT Service Management
10.0

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