GitHub vs. ServiceNow IT Service Management

GitHub is well suited for software development, GitHub is particularly well suited for software development projects, where teams need to collaborate on code, track changes, and review code changes. Also for open-source projects, GitHub is an ideal platform for open-source projects, where teams of developers from all over the world can collaborate on code and contribute to projects. For documentation, GitHub provides a platform for creating and sharing documentation, making it an ideal solution for teams that need to create and maintain documentation. On small and medium-sized teams GitHub is well suited as those teams that need to collaborate on software projects and track changes to their code.

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.

• As a repository it's great. It houses almost all the open-source applications/code that anyone can fork and play with. A huge collection of sample codes available with problem statements across different domains make Github a one-stop location.
• I use GitHub with Windows and the Git Bash is superb. It [is] a powerful alternative to the Command Prompt and Powershell. Allows me to run shell scripts and UNIX commands inside the terminal [on] a Windows PC.
• GitHub integration with almost all cloud development/deployment platforms is amazing. Deploying a new application in Azure is really smooth. Just link the GitHub repositories and it's good to go. From automatic build to deployment everything is just amazing.

• 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.

Incentivized

• When browsing history of a file, GitHub could make it easier to see the file after a particular commit instead of just being able to quickly view the commit. I'd like to be able to see the commit or the file itself in one click.
• I would like to be able to view commits by user.
• I would love to be able to traverse code on GitHub (go to definition, etc) - the good news here is that they are working on these features!

Incentivized

• 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!

Incentivized

GitHub's ease of use and continued investment into the Developer Experience have made it the de facto tool for our engineers to manage software changes. With new features that continue to come out, we have been able to consolidate several other SaaS solutions and reduce the number of tools required for each engineer to perform their job responsibilities.

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.

- Easy to use compared to other version control software. UI interface makes it easy to use, as well as protects against making a major mistake by deleting code, etc. - UI looks modern. - Support for multiple platforms, which I assume will only get better with time. - Student benefits are awesome! - The size limitations on their repositories make sense to me. Not too crazy but realistic from a business perspective.

Incentivized

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.

We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.

Incentivized

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

Incentivized

It's a testament to how easy it is to use GitHub and how many others use it that you can pretty much find the answer to any problem you have by searching online. Consequently, I've never needed to use their support. It's an incredibly easy tool to set up initially, so it won't require much onboarding expertise to get started.

Incentivized

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.

Incentivized

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.

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.

Incentivized

At the time to evaluation - Bitbucket was very tightly integrated into Atlassian’s suite of tools. For an organization that is starting out and looking to spend limited funds effectively - the cost/benefit of using that suite of tools usually doesn’t make sense. Granted things may have changed since then (its been over 5 years) - but at the time GitHub was effective - and all prospective engineers knew about it and already had accounts. This made it very easy to add to the organization and not lose time in training, etc. Developers seem to really love GitHub above most other tools out there - so that plays into the decision making as well.

Incentivized

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.

Incentivized

ServiceNow works as an enterprise solution.

Incentivized

• Github has increased our rate of code development, increasing our publishing rate. This helps bring attention to the research we are doing and ultimately brings in more funding for further research.
• Because GitHub makes my team more efficient, we are able to put more hours into code development / report writing rather than agonizing over different versions of code created without version control software.
• We use a paid version of GitHub, because we work through private repositories, but the increase in productivity, efficiency, and research progress is definitely worth the price.

Incentivized

• 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.

Incentivized