What users are saying about
Top Rated
137 Ratings
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Top Rated
366 Ratings
Top Rated
137 Ratings
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Score 8.3 out of 100

ServiceNow IT Service Management

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Top Rated
366 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

Looker

If you're a company who's been in business for a few years, and can afford a Looker license, then I wouldn't really look anywhere else. We've looked at a TON of data analytics/BI tools over the years and Looker is, by far, the best we've seen. However, that comes with a cost. If you're a new startup, Looker probably isn't appropriate for you because of the cost.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

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.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

BI Standard Reporting

Looker
7.2
ServiceNow IT Service Management
Pixel Perfect reports
Looker
6.9
ServiceNow IT Service Management
Customizable dashboards
Looker
7.9
ServiceNow IT Service Management
Report Formatting Templates
Looker
7.0
ServiceNow IT Service Management

Ad-hoc Reporting

Looker
7.5
ServiceNow IT Service Management
Drill-down analysis
Looker
8.2
ServiceNow IT Service Management
Formatting capabilities
Looker
7.3
ServiceNow IT Service Management
Integration with R or other statistical packages
Looker
5.9
ServiceNow IT Service Management
Report sharing and collaboration
Looker
8.6
ServiceNow IT Service Management

Report Output and Scheduling

Looker
8.1
ServiceNow IT Service Management
Publish to Web
Looker
8.2
ServiceNow IT Service Management
Publish to PDF
Looker
7.8
ServiceNow IT Service Management
Report Versioning
Looker
7.6
ServiceNow IT Service Management
Report Delivery Scheduling
Looker
8.8
ServiceNow IT Service Management

Data Discovery and Visualization

Looker
6.7
ServiceNow IT Service Management
Pre-built visualization formats (heatmaps, scatter plots etc.)
Looker
7.5
ServiceNow IT Service Management
Location Analytics / Geographic Visualization
Looker
7.9
ServiceNow IT Service Management
Predictive Analytics
Looker
4.6
ServiceNow IT Service Management

Access Control and Security

Looker
8.5
ServiceNow IT Service Management
Multi-User Support (named login)
Looker
8.8
ServiceNow IT Service Management
Role-Based Security Model
Looker
8.4
ServiceNow IT Service Management
Multiple Access Permission Levels (Create, Read, Delete)
Looker
8.4
ServiceNow IT Service Management

Mobile Capabilities

Looker
6.0
ServiceNow IT Service Management
Responsive Design for Web Access
Looker
7.5
ServiceNow IT Service Management
Dedicated iOS Application
Looker
5.0
ServiceNow IT Service Management
Dedicated Android Application
Looker
5.0
ServiceNow IT Service Management
Dashboard / Report / Visualization Interactivity on Mobile
Looker
6.7
ServiceNow IT Service Management

Incident and problem management

Looker
ServiceNow IT Service Management
8.3
Organize and prioritize service tickets
Looker
ServiceNow IT Service Management
8.8
Expert directory
Looker
ServiceNow IT Service Management
7.9
Service restoration
Looker
ServiceNow IT Service Management
7.8
Self-service tools
Looker
ServiceNow IT Service Management
8.2
Subscription-based notifications
Looker
ServiceNow IT Service Management
8.2
ITSM collaboration and documentation
Looker
ServiceNow IT Service Management
8.8
ITSM reports and dashboards
Looker
ServiceNow IT Service Management
8.6

ITSM asset management

Looker
ServiceNow IT Service Management
7.9
Configuration mangement
Looker
ServiceNow IT Service Management
8.2
Asset management dashboard
Looker
ServiceNow IT Service Management
8.0
Policy and contract enforcement
Looker
ServiceNow IT Service Management
7.6

Change management

Looker
ServiceNow IT Service Management
8.6
Change requests repository
Looker
ServiceNow IT Service Management
8.8
Change calendar
Looker
ServiceNow IT Service Management
8.5
Service-level management
Looker
ServiceNow IT Service Management
8.6

Pros

Looker

  • Incredibly advanced analytics tool that is even more capable if you learn how to use LookML which is Looker's custom programming language.
  • Quick access to the raw data that is being visualized allows you to spot check for data integrity.
  • My usage with Looker is limited because of our integration but, having seen their updates over time, the integrations with Slack, Salesforce, and other tools appear to greatly improve organizations' workflows.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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

Looker

  • Mobile viewing is HTML based, not always highly viewable.
  • Basic operations can be difficult to achieve. There is a function called table calculations which allows this.
  • Running on a single server, the entire instance can slow down if even one user schedules a large dashboard.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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

Looker

Looker 9.0
Based on 4 answers
We've been very happy with Looker so far, and all teams in the organization are starting to see its value, and use it on a frequent basis. It has quickly become our accessible "source of truth" for all data/metrics.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

Looker

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 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

Looker

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
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

Looker

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

Looker

Looker 10.0
Based on 4 answers
Looker support specialists are heroes. They are knowledgeable, smart, and always vouch for your success. The availability is super quick, and even if there is no current solution for my problem, they will address it and voice it as feedback for a product.
Jasmeet S Babra | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 8.3
Based on 36 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

Looker

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 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 Rating

Looker

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 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

Looker

Looker stacks up very well against the other tools we have evaluated and used. All the tools have their own pros and cons. Looker had a better edge in terms of visualizations when we chose to use it. After several updates, other tools began to have newer features. Looker still stands competitive.
Purav Vaidya | TrustRadius Reviewer

ServiceNow IT Service Management

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

Looker

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

Looker

No answers on this topic

ServiceNow IT Service Management

  • 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

Screenshots

ServiceNow IT Service Management

Pricing Details

Looker

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

ServiceNow IT Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Looker
8.2
ServiceNow IT Service Management
8.3

Likelihood to Renew

Looker
9.0
ServiceNow IT Service Management
10.0

Usability

Looker
ServiceNow IT Service Management
10.0

Reliability and Availability

Looker
ServiceNow IT Service Management
10.0

Performance

Looker
ServiceNow IT Service Management
9.0

Support Rating

Looker
10.0
ServiceNow IT Service Management
8.3

Online Training

Looker
ServiceNow IT Service Management
1.0

Implementation Rating

Looker
ServiceNow IT Service Management
10.0

Scalability

Looker
ServiceNow IT Service Management
10.0

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