What users are saying about
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Top Rated
357 Ratings
5 Ratings
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Score 6.1 out of 100

ServiceNow

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Top Rated
357 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

Dell Cloud Manager (Discontinued)

Dell Cloud Manager (Discontinued) is well suited for a larger organization where there are multiple departments and many users. It could be particularly useful for such an org as it can reduce the time spent on server issues, troubleshooting requirements, etc.
It is not a great use for (like it was for us) small firms or single departments with their own budget. Although the service is excellent, it can get expensive.
Anonymous | TrustRadius Reviewer

ServiceNow

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

Cloud Management

Dell Cloud Manager (Discontinued)
5.1
ServiceNow
Cloud Management Security
Dell Cloud Manager (Discontinued)
5.0
ServiceNow
Automation and Orchestration
Dell Cloud Manager (Discontinued)
7.0
ServiceNow
Cost Management
Dell Cloud Manager (Discontinued)
2.0
ServiceNow
Cloud Management Performance Monitoring
Dell Cloud Manager (Discontinued)
6.0
ServiceNow
Governance and Compliance
Dell Cloud Manager (Discontinued)
6.0
ServiceNow
Resource Management
Dell Cloud Manager (Discontinued)
6.0
ServiceNow
Systems Integration
Dell Cloud Manager (Discontinued)
4.0
ServiceNow

Incident and problem management

Dell Cloud Manager (Discontinued)
ServiceNow
8.4
Organize and prioritize service tickets
Dell Cloud Manager (Discontinued)
ServiceNow
8.8
Expert directory
Dell Cloud Manager (Discontinued)
ServiceNow
7.9
Service restoration
Dell Cloud Manager (Discontinued)
ServiceNow
8.0
Self-service tools
Dell Cloud Manager (Discontinued)
ServiceNow
8.3
Subscription-based notifications
Dell Cloud Manager (Discontinued)
ServiceNow
8.2
ITSM collaboration and documentation
Dell Cloud Manager (Discontinued)
ServiceNow
8.8
ITSM reports and dashboards
Dell Cloud Manager (Discontinued)
ServiceNow
8.6

ITSM asset management

Dell Cloud Manager (Discontinued)
ServiceNow
7.9
Configuration mangement
Dell Cloud Manager (Discontinued)
ServiceNow
8.2
Asset management dashboard
Dell Cloud Manager (Discontinued)
ServiceNow
8.0
Policy and contract enforcement
Dell Cloud Manager (Discontinued)
ServiceNow
7.6

Change management

Dell Cloud Manager (Discontinued)
ServiceNow
8.7
Change requests repository
Dell Cloud Manager (Discontinued)
ServiceNow
8.8
Change calendar
Dell Cloud Manager (Discontinued)
ServiceNow
8.5
Service-level management
Dell Cloud Manager (Discontinued)
ServiceNow
8.6

Pros

Dell Cloud Manager (Discontinued)

  • Support - Phone support was particularly helpful.
  • The people we dealt with were subject matter experts.
Anonymous | TrustRadius Reviewer

ServiceNow

  • 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

Dell Cloud Manager (Discontinued)

  • The cost
  • It was not a good long term option because of the costs.
Anonymous | TrustRadius Reviewer

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!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Dell Cloud Manager (Discontinued)

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 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

Dell Cloud Manager (Discontinued)

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 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

Dell Cloud Manager (Discontinued)

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 1 answer
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

Dell Cloud Manager (Discontinued)

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

Dell Cloud Manager (Discontinued)

Dell Cloud Manager (Discontinued) 9.0
Based on 1 answer
The support was excellent. The representatives were experts.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 8.3
Based on 18 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

Dell Cloud Manager (Discontinued)

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 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

Dell Cloud Manager (Discontinued)

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 3 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

Dell Cloud Manager (Discontinued)

Netapp, Oracle and IBM
Anonymous | TrustRadius Reviewer

ServiceNow

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

Dell Cloud Manager (Discontinued)

No score
No answers yet
No answers on this topic

ServiceNow

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

Return on Investment

Dell Cloud Manager (Discontinued)

  • It did not meet our budget requirements in the long term.
Anonymous | TrustRadius Reviewer

ServiceNow

  • 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

Dell Cloud Manager (Discontinued)

General

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

ServiceNow

General

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

Rating Summary

Likelihood to Recommend

Dell Cloud Manager (Discontinued)
6.0
ServiceNow
8.3

Likelihood to Renew

Dell Cloud Manager (Discontinued)
ServiceNow
10.0

Usability

Dell Cloud Manager (Discontinued)
ServiceNow
10.0

Reliability and Availability

Dell Cloud Manager (Discontinued)
ServiceNow
10.0

Performance

Dell Cloud Manager (Discontinued)
ServiceNow
9.0

Support Rating

Dell Cloud Manager (Discontinued)
9.0
ServiceNow
8.3

Online Training

Dell Cloud Manager (Discontinued)
ServiceNow
1.0

Implementation Rating

Dell Cloud Manager (Discontinued)
ServiceNow
10.0

Scalability

Dell Cloud Manager (Discontinued)
ServiceNow
10.0

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