Issuetrak vs. ServiceNow IT Asset Management

If someone is looking for a ticket management system or something to keep track of records in a cloud environment, IssueTrak is well suited to handle this need. It's a very simple and basic approach and after using it for 10 years, it is still just as easy to find what I'm looking for on previous tickets from years ago. The setup can get a little bit of a challenge and if you have a need to segregate users/employees into their own areas for workflow, it can be a little daunting trying to get it just right. Where I feel that IssueTrak falls short is if you need to keep track of CUSTOM FIELDS (fields that you input as searchable and trackable information) in the Dashboard area, where you spend most of your time looking to see what your workload and flow are like, is very limited, requiring you to dig a little further for what you want to see. Also, no ability to input physical addresses / GPS coordinates to be displayed on some sort of real-time map is also missing and could really boost what IssueTrak has to offer.

Incentivized

Everything in your SN instance is based on your CMDB data. Having Asset Management to store all of the info, as well as the out-of-the-box dashboards and visualizations to assist, is great! Being able to pinpoint where we are in our maturing process and what steps we need to take to move forward is super helpful!

• Keeps expansive records over a large period of time.
• Provides a simple way to look at your workload with dashboards.
• Can be used on a company level with employees, but also can be set up to have customer interaction.
• Additional modules are handy as well (Inventory tracking, Surveys, etc.)

Incentivized

• Single place portal for employees and IT for assets assigned
• Track the requests raised by employees and manage the historical record for reference

Incentivized

• No place to physically MAP out your tickets (IE: Google Maps / Address Fields / GPS coordinates).
• Dashboards and ticket items do not update in real-time, making users need to REFRESH to for the latest updates/dashboards.
• Mobile app not as good as the desktop experience, especially for Dashboard views.
• Can be a bit complicated to setup and get going. Segregation of departments / users can also be a little on the complex side.
• Dashboards could GREATLY use the ability to display and track CUSTOM fields for quicker access to the information you want the most.

Incentivized

• The ITAM dashboards and forms can feel overwhelming for agents or managers who don’t use the system every day.
• While the reporting tools are robust. building custom, dynamic reports still requires a decent understanding of the ServiceNow Platform.

Incentivized

IssueTrak is good at what it does, but we really needed some expanded functionality out of it that just hasn't organically happened. Having a 'real-time' update of Dashboards and tickets is a piece that is lacking, especially as our organization continues to grow. A lot of times you go to update a ticket and find out it has been altered/closed before you even hit the submit button. Being able to make charts/graphs of custom fields for Dashboard is a feature (that I feel) is long overdue. Also, the ability to capture address information / GPS coordinates to be displayed on a live map is also a feature we really wanted to see.

Incentivized

On overall look, ServiceNow IT Asset Management works amazingly well and it is easy to use for beginners. It is a great tool for all types of companies and with customisation and integration options, ServiceNow IT Asset Management becomes a giant. There are few scope of improvements which when done, will level this tool up.

Incentivized

They were always very good at getting a timely answer to any questions I had and in cases where I actually needed support to step in and help, they always delivered. I was very happy with the support I received from them.

Incentivized

IssueTrak shines for basic ticket management and the format in which they display all the information is very well done. I'd highly recommend it to someone that is looking at trying to track information at a ground level (just starting out). While other solutions are not perfect by any means, we just find that it is lacking some key features that we had hoped would have been implemented over the years (IE: More flexibility with Dashboard reporting and custom fields, a way visually look at addresses and GPS coordinates on a display map, more of a real-time approach with data and completion, etc.) This need caused us to look at some other solutions that may fit the bill a little better in the future.

Incentivized

Servicenow is used in most of the organizations today owing to its easy UI and capability to integrate with other softwares. Hence I have chosen to review the same as this will highly help others to get an understanding of the tool and proceed as per that. It will help businesses to take a correct path.

Incentivized

• Made tracking individual service changes, adds, deletions, and trouble-ticket very easy to manage.
• We migrated from a paper-based work order system to completely digital and online, thus cutting down on a lot of unneeded printouts.
• Was able to actually validate and see the performance of users and what they were contributing to the department on a daily, weekly, and monthly basis in terms of work performance.

Incentivized

• By tracking license usage, we’ve been able to reallocate unused licenses instead of purchasing new ones, saving thousands annually.
• With the integration to Amazon Connect and Zoom Phone, agents can instantly view user assets during calls, which has reduced average resolution time and improved customer satisfaction scores.

Incentivized