ManageEngine ADManager Plus vs. ServiceNow IT Service Management

ManageEngine ADManager Plus is doing good in lot of areas and making things easy for admins that take care of Ad related works. It is helping us to create users in bulk rather than following one by one step in active directory. Apart from the user creation, we can modify users in bulk without going to one by one in their profile. We can manage user account from here like account update, some modification, password related issues, and mailbox update. This tool is good but it has some drawbacks like we have 2 domains in our company but we cannot edit or modify users for both domains in a single attempt. We cannot change in password settings for both domains in single selection.

Incentivized

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.

• Bulk user creating/de-provisioning user, all bulk operations
• Reporting on many items, group membership, password expiration, etc.
• Works well with active directory and Google integration.
• Easy to use interface.
• Mobile app.

Incentivized

• 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.

Incentivized

• The standard version is useless for a larger company. Most have the Professional level to get the most out of the application but it is worth the cost.
• Needs better integration with Office 365 and Microsoft Teams.

Incentivized

• 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!

Incentivized

We are very satfisfied with the software and when time permits, we hope to explore additional features we are not using. It has a lot of we ae not currently using due to staffing shortages.

Incentivized

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.

Without training, I have been able to create reports that I need and get the information I am looking for

Incentivized

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.

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

Yes, it loads very quickly and moving between pages is very fast

Incentivized

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

Incentivized

Support for this software is not the greatest. If the software is not completely down, it can take up to a day to get a response back. However, once they do contact you they are friendly and helpful.

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

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.

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

My company already owned ADManager when I started with them. If I remember correctly, it was chosen because it is a fairly cheap tool and because we also use Manage Engine's Service Desk Plus application. ADManager's main competitor (in my eyes) would be PowerShell, now that I have become more proficient with scripting it is rare that I use ADManager except to create users using one of the templates we created. The standardization you get with the templates is really great, it could also be done using an XML file and PowerShell, but why fix what isn't broken?

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

We are currently deploying on 1 department

Incentivized

ServiceNow works as an enterprise solution.

Incentivized

They are able to demo the product and clearly explain use case scenario's and how to do things

Incentivized

• The software is licensed per tech, the pricing is pretty solid.
• Helpdesk tickets feel dramatically when we started using templates to create users
• Helps to keep the network secure by knowing which old user accounts to delete

Incentivized

• 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.

Incentivized