Kantata PS Cloud vs. SAS 360 Plan vs. ServiceNow IT Service Management

It is appropriate and even exceeds expectations 90% of the time. It makes project tracking very easy and visually accessible for most cases. The only occasion where Mavenlink came slightly short was for a special project that required more interaction options among project members. I am certain there are ways to work around that issue, but we did not find them.

Incentivized

It is well suited for medium to large companies that require a tool to allow users to create IT requests, have a self-service portal, track the completion of such requests and have access to KPIs to understand the satisaction level of the requestors. It is not the best tool if you want to have a heavy personalized IT Service Management tool to cater to all your needs or when you want to have an easy way to search for past tickets using specific keywords.

Incentivized

• With Mavenlink when starting to assign tasks to people, set deadlines and milestones, and add files to our projects we can look at it all from a variety of perspectives, including a task tracker view and a Gantt chart view
• Through Mavenlink each project also includes an activity stream where we can view all project details as they come up, as well as an activity feed for all the projects it is linked to.

Incentivized

• Create and manage a detailed plan for a marketing campaign: when you create detailed project plans and then task and role levels, SAS Marketing Operations Management (SAS MOM) makes it easier to coordinate between projects with very little, if any, issues.
• Share, reuse and leverage existing marketing assets: Like some marketing tools, SAS MOM allows you to create and reuse assets across various channels.
• Manage project collaboration and execution: You are allowed to set up a workflow that helps move processes along without having to manage each step of the project.

Incentivized

• Integration
• Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
• Reporting. Great store of MIS reports and will let you to create custom reports
• Visual Task Boards - use it as Kanban boards

• The Gantt chart does not allow for baselines to be stored
• There is no means to upload an excel task tracker and build a plan using an upload
• The schedule does not allow for planning of holidays
• The status report functionality needs to be improved

Incentivized

• It would be good to have a Storyboard feature to summarize and tie together some of the dashboard metrics.
• Missing feature: Hubspot CRM integration.

Incentivized

• Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
• Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
• It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
• I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.

Incentivized

Although the company I currently work for does not use the product I have recommended that we do switch to Mavenlink. We will be opening some new sites internationally this year and I can see that Mavenlink would be a great product for us to use

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.

I think Kantata is one of the most robust and best project management tools out there for an organization like ours. However, some of our staff feel like it isn't as user-friendly as it could be. From a Director point of view or a Project Manager point of view, Kantata is exceptional. From the point of view of a task-doer, it could be more visually appealing. Also, the mobile version isn't great.

Incentivized

It has helped us a lot, and after some training and getting to know the product, we are quite comfortable with it and feel much more capable of understanding what's going on in our IT environment. The only reason it doesn't get a perfect score from me is that there is a learning curve for both end users and IT admins using ServiceNow. Once you customize the UI and remove unnecessary fields. You are left with a very clean product that does what it needs to and does it well.

Incentivized

Mavenlink gives advance notice for system upgrades, and they're not during our business day. Mavenlink has always been available when we needed it.

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

Very good integration with Google apps. Some complexity is called however in the synchronization between Google Tasks and Maven links tasks. This can sometimes lead to duplicate records in Google Tasks. It has been dissolvable that becomes cumbersome if not properly curated.

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

Incentivized

Kantata support is fantastic! Any issues that arise are always handled quickly and efficiently. Granted, we haven't had many issues to report. Typically, my team tends to only reach out to support if they need assistance remembering how to do something or asking about an improvement. We had Kantata build an integration when we first started using the software, and the support team worked hard to listen and improve the integration.

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

We prepared questions in advance, and our trainer was an expert in what Mavenlink was and wasn't able to do. We were able to have multiple people trained at once.

The training was very well-organized. We were able to send questions in advance so the instructor knew what to cover, and the brought up related topics to maximize the usefulness of what they were teaching us.

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.

Dedicate as much internal time to the implementation effort as possible, even if you're using a 3rd party or Mavenlink services. Your team knows your processes the best

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

We have since switched over to JIRA and let me tell you, it was probably the best decision we have made as a company. We chose Mavenlink based on promises from the sales team about future roadmap work that really never happened. We thought Mavenlink would easily integrate with our billing software but we couldn't have been more wrong. We ended up never utilizing Mavenlink invoices as they don't even allow you to fully customize your invoices that go out to clients!

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

It's very easy to add users and contractors into Mavenlink. There's also an option that let's you manage access for teams in multiple locations.

ServiceNow works as an enterprise solution.

Incentivized

• Manvenlink is perfect for showing expenses and income over time and across people.
• Manvenlink is adaptable for the integration and automation of the processes of each of our projects in order to optimize resources and improve operational performance.
• Mavenlink allows us to determine if our projects are profitable or not, as well as save significant time by automating components such as recurring tasks and having templates, among other things.
• Manvenlink is advantageous for our operations due to its simple portfolio management of our projects: manage several projects at once and receive a complete perspective of the development of each one at a glance.
• Manvenlink kindly provides us with robust discussion threads, access restrictions, and built-in document management, allowing us to contextualize communications.

Incentivized

• We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
• The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
• The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.

Incentivized