Dynatrace vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Dynatrace
Score 7.3 out of 10
N/A
Dynatrace is an APM scaled for enterprises with cloud, on-premise, and hybrid application and SaaS monitoring. Dynatrace uses AI-supported algorithms to provide continual APM self-learning and predictive alerts for proactive issue resolution.N/A
ServiceNow IT Service Management
Score 8.4 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
DynatraceServiceNow IT Service Management
Editions & Modules
No answers on this topic
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
DynatraceServiceNow 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
DynatraceServiceNow IT Service Management
Considered Both Products
Dynatrace
Chose Dynatrace
Dynatrace beats Wily CEM at the automatic detection of user actions and flows. Dynatrace doesn’t require a manual process for construct monitoring.
Chose Dynatrace
Dynatrace is superior to all other products on the market.
Chose Dynatrace
When it came down to ease of implementation and ease of use, Dynatrace was the clear winner. Working with the sales team was easy as well. Of course, they could not give the tool away, but I felt like they worked as well as they could with us to get us a price we could live with.
Chose Dynatrace
Dynatrace is significantly better for multiple reasons: Ease of install, SaaS and Managed options availability, and level of application code level details. AppDynamics did not have a single agent and it is more cumbersome to use. New Relic only supports SaaS deployments. We …
Chose Dynatrace
Most monitoring tools are about infrastructure monitoring and keep stuck at the levels levels of monitoring. They collect logs and you have to create your own view of the correlation. They really miss out on business impact and organic insight in your current configuration. …
Chose Dynatrace
Dynatrace is easier to deploy and use out of the box. The level of customization and potential is above grade. Davis is a great feature and proves to have a very high ceiling in regards to all the things that it will be able to do moving forward. I'm excited to see what the …
Chose Dynatrace
Datadog is a little harder to use from an end user standpoint but is probably a little more flexible from a script/automation perspective; it has more granular permissions but default access is not ideal for our usage. Sensu doesn't do application performance monitoring. …
Chose Dynatrace
Dynatrace's AI and problem identification works so much better than anything we've seen in other products. The management of licensing is better in Dynatrace in terms of capping specific environments. Administrating Dynatrace has gotten easier over time.
Chose Dynatrace
We chose Dynatrace because of the ease of implementation and the value it provides over AppDynamics.
Chose Dynatrace
Dynatrace is a much better tool than AppDynamics. Provides better root cause analysis and is much easier to use.
Chose Dynatrace
Dynatrace seems to blow its competitors out of the water in everything but the price. The tool is quick to set up, easy to use and has enough depth to it that it can be extended to perform a wide variety of different tasks. Competitors do not seem to have the same extensibility …
ServiceNow IT Service Management

No answer on this topic

Top Pros
Top Cons
Features
DynatraceServiceNow IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Dynatrace
-
Ratings
ServiceNow IT Service Management
8.3
67 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.966 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.655 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
Dynatrace
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
4% 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
Dynatrace
-
Ratings
ServiceNow IT Service Management
8.1
61 Ratings
3% below category average
Change requests repository00 Ratings7.661 Ratings
Change calendar00 Ratings7.455 Ratings
Service-level management00 Ratings9.157 Ratings
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DynatraceServiceNow IT Service Management
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User Ratings
DynatraceServiceNow IT Service Management
Likelihood to Recommend
8.1
(341 ratings)
8.3
(78 ratings)
Likelihood to Renew
8.6
(12 ratings)
9.0
(13 ratings)
Usability
8.4
(9 ratings)
6.3
(11 ratings)
Availability
8.2
(1 ratings)
10.0
(1 ratings)
Performance
7.3
(1 ratings)
9.0
(1 ratings)
Support Rating
8.2
(201 ratings)
7.3
(22 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
8.2
(1 ratings)
1.0
(1 ratings)
Implementation Rating
7.9
(8 ratings)
10.0
(3 ratings)
Configurability
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
Product Scalability
7.3
(1 ratings)
10.0
(1 ratings)
Vendor post-sale
8.2
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
DynatraceServiceNow IT Service Management
Likelihood to Recommend
Dynatrace LLC
Dynatrace is well suited to a number of tasks. It is important to determine who the end users are and gather good information to tailor their experience accordingly. For instance, business/marketing should not have access to some of the more technical data, and business metrics can be a distraction for IT operations personnel.
Read full review
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
Dynatrace LLC
  • We loved Dynatrace's ability to show the data flow - from the front end points through the back end points straight to the database and various API's. It was advanced in its data visualization. This is useful for debugging - showing when/where the errors are. It can even enable non-technical individuals in the corporation to help debug
  • Dynatrace has some great highly customizable integration options as well as monitoring. You can configure your layout & integration options to create custom monitoring alerts for your applications performance. Further you can increase the extensibility of using a REST API on your architecture.
  • Some advanced dev-ops systems are utilizing Kubernetes/docker aswell as Node.JS - Dynatrace was able to log and help understand all of our dev-ops needs. It gave us native alerts based off of deviations from the baseline that we set during initial configuration. These metrics are priceless.
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
Dynatrace LLC
  • Dynatrace does not monitor easily on AIX OS.
  • Dynatrace does not monitor easily on a C-based application.
  • The way DPGR is addressed by Dynatrace is not very complete, and not clear. One thing is to mask the IP and request attributes but is not enough, the replay session feature is great but raises serious questions about user tracking.
Read full review
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
Dynatrace LLC
We have already renewed our purchase with the company. They make it easy for us to get a temporary license for our contingency site that is only used for testing twice a year. We are expanding our license with for this tool. We find it very useful and will renew it again.
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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
Dynatrace LLC
I really liked how easy it was to deploy the SaaS vesion of Dynatrace in our environment. We have a lot of tools that have plenty of capability but they don't get a whole lot of use because they would require someone who is an expert to use them. With the SaaS version of Dynatrace, all the admin functions are taken care of by the Dynatrace team (updates, patches, new features, bugs, etc.) and our small shop can focus on getting valuable metrics, alerts and issue resolution from the product.
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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
Dynatrace LLC
Our environment, it never goes down therefore is always available.
Read full review
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.
Read full review
Performance
Dynatrace LLC
We have not seen where it does slow down an application.
Read full review
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Dynatrace LLC
Given that Dynatrace has become an informal industry standard, the plethora of information available on forums is massive. Most problems or roadblocks you come across are most likely (almost certainly, in fact) already solved and solutions available on these forums. The tech support at Dynatrace is also quite good, with prompt and knowledgeable people at their end.
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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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In-Person Training
Dynatrace LLC
We did both online and in house training - they used our system so it made more sense.
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ServiceNow
No answers on this topic
Online Training
Dynatrace LLC
The training was done on our time and with our system.
Read full review
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
Dynatrace LLC
Using Dynatrace support services to assist (and lead) the implementation was extremely important.
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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
Dynatrace LLC
Synthetic Monitoring automatically does what other products do only through the use of other tools or through the development of user applications that still have a high cost of maintenance. The other products are not immediately usable and require many customizations. Through the use of configuration automatisms, you can be immediately operational and, in our case, we detected several imperfections in the applications.
Read full review
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
Dynatrace LLC
Dynatrace can be used to monitor may software tools
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ServiceNow
ServiceNow works as an enterprise solution.
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Return on Investment
Dynatrace LLC
  • Thanks to Dynatrace we have been able to effectively challenge and collaborate with service providers and outsourced IT teams.
  • Thanks to Dynatrace we have reduced MTTR on troubleshooting by a magnitude of four.
  • The performance analyses our team has done with Dynatrace earned us trust among management, business teams, and IT teams.
Read full review
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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