Guru is a knowledge platform designed to serve as what the vendor describes as an AI source of truth for enterprises. It connects information from tools like Slack, Teams, Google Workspace, Salesforce, and other systems into one governed, permission-aware knowledge layer. Guru delivers cited AI answers, chat, and research directly within existing workflows, to enable employees and AI assistants to access verified knowledge securely and efficiently. The platform combines…
$300
per month 10 seats (minimum)
ServiceNow IT Service Management
Score 8.5 out of 10
N/A
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.
N/A
Pricing
Guru
ServiceNow IT Service Management
Editions & Modules
Self Serve
$30
per month per user
Enterprise
Custom
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
Offerings
Pricing Offerings
Guru
ServiceNow IT Service Management
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
Discount available for annual pricing. 10 seat minimum.
ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
Anything related to knowledge Management, that is to say; Updating knowledge from the side of maintainers, grouping and learning it from the side of learners, leaving feedback to maintainers, unverifying cards in a pinch and creating courses of related content for people of different disciplines and favouriting content that you find the most useful.
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.
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.
It's not clear how to relate/ attach other guru cards. The feature exists but is not very easy to spot.
We often find it difficult to search because we don't remember the card's title. I would love it if the tag words worked better.
Once editing a card, instead of adding someone to collaborate on a draft, it would be good to send the draft to someone via email. I find people often ignore these emails/pings if it's just a draft collaboration. The wording could be to ask someone to verify the draft.
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!
I rated Guru a 9 out of 10 for renewal likelihood because it has significantly enhanced our processes and customer satisfaction in the automotive rental company. Guru’s user-friendly interface and organized knowledge base make it easy to access and update essential information, which is crucial for maintaining high operational standards. The tool’s integration with other platforms, like the Guru Chrome extension, streamlines our workflow, increasing efficiency and productivity. One of the standout features is the ability to favorite cards, allowing quick access to frequently used information, which saves time and ensures accuracy in customer interactions. Additionally, Guru’s analytics feature helps us identify which resources need updating, ensuring our knowledge base remains relevant and effective. The only reason it’s not a perfect 10 is occasional slow performance and occasional inaccuracies in search results. However, these minor issues do not overshadow the overall benefits Guru provides. Its consistent updates and reminders further enhance our ability to deliver excellent customer support, making it an indispensable tool for our team.
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.
Guru is straightforward to pick up. Even if something takes a minute, I'm usually able to find a support article that answers my question quickly. Guru has served its purpose, and training others within our organization is very easy. It's very useful during the onboarding process. Usability is great.
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.
I have never encountered an outage with Guru in the year+ we've had it. I also never encountered an outage at the previous company where I used Guru. It has been extremely reliable.
There is some occasional slowness, or multiple refreshes before content will load. This doesn't happen frequently, though, and I don't get complaints from teammates about it.
The only reason I do not give it a a ten is because I think there is still some room for improvement in meeting the different time zone needs of their customers, but overall their support is top notch. Friendly, capable, and quick.
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.
I would rate the in-person training for Guru a solid 9 out of 10. The session was incredibly valuable as it provided comprehensive insights into using Guru effectively. I learned a lot about the tool's functionalities, which significantly enhanced my proficiency and confidence in utilizing Guru for my daily tasks. The training was engaging, informative, and tailored well to ensure I could apply what I learned immediately. Overall, it was a highly productive and beneficial learning experience.
I would rate the online training for Guru a strong 8 out of 10. While it lacked the interactive nature of in-person sessions, the content was well-structured and delivered effectively. The training modules were clear and comprehensive, covering all essential aspects of using Guru. The flexibility of online training allowed me to learn at my own pace and revisit topics as needed. Overall, it provided a solid foundation and practical understanding of Guru's functionalities, making it a valuable learning experience despite the virtual format.
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.
You will need a very strong team of guru champions in order to get EVERYONE and EVERYTHING on Guru, it takes some craziness and over talking about guru everywhere to get people to be exicted, contribute and use. If you are starting any kind of buisness and you need KB, just go for guru as fast as you can because when you will grow you will thank yourself.
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.
I prefer Guru because it's easy to follow, user-friendly, and really helps resolve different kinds of issues and concerns. We use it as the basis for the steps and instructions that we need to follow to make sure that we are providing effective resolutions to customers and that we are calibrated.
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.
Guru is somewhat expensive compared to what our org is typically willing to spend on software solutions. Additionally, there is a price difference per seat when paid monthly versus annually, which was a big downside for us as my company didn't want to commit to an annual cost.
Guru allows our team to quickly reference available learning/knowledge materials with our clients on a daily basis and provide better support at every outreach
With that said, spreading those same resources across two major global teams in the USA and Germany can lead to some inconsistencies. The i-frame process is not very intuitive for this scenario and our team treats policy/procedural differences as separate card or article entities.
Guru allowed our organization to pioneer and establish a dedicated knowledge team component, of subject matter experts who work in tangent with existing resources, create new ones, and vet collective knowledge.
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.
