What users are saying about
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Top Rated
319 Ratings
5 Ratings
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Score 10 out of 100

ServiceNow

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Top Rated
319 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Infor CloudSuite EAM

EAM is a very capable application without necessarily making it a complex tool to use. The nice thing with EAM is that, thanks to its configuration capabilities, it can be implemented in a multi-stage manner where users can start simple and then later (and over time) expand the usage as they learn or better understand its full potential.
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.
Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Infor CloudSuite EAM
ServiceNow
8.3
Organize and prioritize service tickets
Infor CloudSuite EAM
ServiceNow
8.9
Expert directory
Infor CloudSuite EAM
ServiceNow
7.9
Service restoration
Infor CloudSuite EAM
ServiceNow
8.3
Self-service tools
Infor CloudSuite EAM
ServiceNow
8.5
Subscription-based notifications
Infor CloudSuite EAM
ServiceNow
8.0
ITSM collaboration and documentation
Infor CloudSuite EAM
ServiceNow
8.4
ITSM reports and dashboards
Infor CloudSuite EAM
ServiceNow
8.2

ITSM asset management

Infor CloudSuite EAM
ServiceNow
7.9
Configuration mangement
Infor CloudSuite EAM
ServiceNow
8.1
Asset management dashboard
Infor CloudSuite EAM
ServiceNow
8.0
Policy and contract enforcement
Infor CloudSuite EAM
ServiceNow
7.5

Change management

Infor CloudSuite EAM
ServiceNow
8.6
Change requests repository
Infor CloudSuite EAM
ServiceNow
8.9
Change calendar
Infor CloudSuite EAM
ServiceNow
8.4
Service-level management
Infor CloudSuite EAM
ServiceNow
8.6

Pros

Infor CloudSuite EAM

  • Easy form customization
  • Cloud based for simple access
  • Option to create multiple access levels
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

Infor CloudSuite EAM

  • Allow system administrators to manipulate canned Infor EAM reports.
  • Remove menus that were used in earlier versions so they don't get confused for use in current versions.
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

Infor CloudSuite EAM

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Usability

Infor CloudSuite EAM

Infor CloudSuite EAM 9.0
Based on 1 answer
EAM is overall simple to use, especially since the UI and individual forms can be configured per user group with simple clicks by a system administrator.
Anonymous | TrustRadius Reviewer

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

Infor CloudSuite EAM

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

Infor CloudSuite EAM

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

Infor CloudSuite EAM

Infor CloudSuite EAM 8.0
Based on 1 answer
The user support is better than average when comparing it to other software vendors we use. Normally they reply very quickly, but there is also a tendency to even reply too fast without fully analyzing or understanding the whole underlying problem. However, when we ask support to escalate something to the development team, this is done quickly as well.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 5.9
Based on 6 answers
Support is OK but requires too much additional cost. Since ServiceNow is not easy to configure during the initial setup; its functionality is also limited. If additional support is requested, too many additional costs are also needed. Each implementation of ServiceNow is unique in trying to find detailed data on other implementations is difficult
Maurice Samuels | TrustRadius Reviewer

Online Training

Infor CloudSuite EAM

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

Infor CloudSuite EAM

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

Infor CloudSuite EAM

Infor EAM is much better than the alternates that I've used in the past. We selected Infor EAM for their customization features and their phenomenal support team.
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

Infor CloudSuite EAM

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

Infor CloudSuite EAM

  • Increased maintenance labor utilization
  • Decreased part inventory cost by showing parts that currently are used
  • Easily keeps track of equipment cost
Brad Mikes | 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

Infor CloudSuite EAM

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

Infor CloudSuite EAM
10.0
ServiceNow
8.3

Likelihood to Renew

Infor CloudSuite EAM
ServiceNow
10.0

Usability

Infor CloudSuite EAM
9.0
ServiceNow
10.0

Reliability and Availability

Infor CloudSuite EAM
ServiceNow
10.0

Performance

Infor CloudSuite EAM
ServiceNow
9.0

Support

Infor CloudSuite EAM
8.0
ServiceNow
5.9

Online Training

Infor CloudSuite EAM
ServiceNow
1.0

Implementation

Infor CloudSuite EAM
ServiceNow
10.0

Scalability

Infor CloudSuite EAM
ServiceNow
10.0

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