103 Ratings
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Score 8 out of 100
415 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Microsoft System Center Operations Manager (SCOM)

More appropriate for:
  • Pure Microsoft ecosystem environments (Windows Server and SQL server) and the most common Linux and UNIX platforms.
  • Environments where cost is less of a factor than settling on a single platform for monitoring
  • Environments where the administrators are familiar with the setup and installation of SCOM.
Less appropriate for:
  • Pure UNIX/Linux shops, especially versions not supported out of the box by SCOM.
  • Shops that cannot afford the engagement to setup/configure and maintain on a continuous basis.
  • Shops that cannot dedicate personnel to the care and feeding of SCOM, especially when supporting larger environments.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.
Jessica Rich | TrustRadius Reviewer

Feature Rating Comparison

Application Performance Management

Microsoft System Center Operations Manager (SCOM)
8.5
ServiceNow IT Service Management
Application monitoring
Microsoft System Center Operations Manager (SCOM)
8.7
ServiceNow IT Service Management
Database monitoring
Microsoft System Center Operations Manager (SCOM)
9.0
ServiceNow IT Service Management
Threshold alerts
Microsoft System Center Operations Manager (SCOM)
9.6
ServiceNow IT Service Management
Predictive capabilities
Microsoft System Center Operations Manager (SCOM)
7.5
ServiceNow IT Service Management
Application performance management console
Microsoft System Center Operations Manager (SCOM)
7.7
ServiceNow IT Service Management
Collaboration tools
Microsoft System Center Operations Manager (SCOM)
8.2
ServiceNow IT Service Management
Out-of-the box templates to monitor applications
Microsoft System Center Operations Manager (SCOM)
8.6
ServiceNow IT Service Management
Application dependency mapping and thresholding
Microsoft System Center Operations Manager (SCOM)
7.4
ServiceNow IT Service Management
Virtualization monitoring
Microsoft System Center Operations Manager (SCOM)
8.9
ServiceNow IT Service Management
Server availability and performance monitoring
Microsoft System Center Operations Manager (SCOM)
9.5
ServiceNow IT Service Management
Server usage monitoring and capacity forecasting
Microsoft System Center Operations Manager (SCOM)
8.1
ServiceNow IT Service Management
IT Asset Discovery
Microsoft System Center Operations Manager (SCOM)
8.9
ServiceNow IT Service Management

Incident and problem management

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.9
Organize and prioritize service tickets
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
8.6
Expert directory
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.9
Service restoration
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.5
Self-service tools
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.2
Subscription-based notifications
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
8.0
ITSM collaboration and documentation
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
8.1
ITSM reports and dashboards
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
8.0

ITSM asset management

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.6
Configuration mangement
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.8
Asset management dashboard
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.7
Policy and contract enforcement
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.4

Change management

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.9
Change requests repository
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
8.2
Change calendar
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.6
Service-level management
Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
7.9

Pros

Microsoft System Center Operations Manager (SCOM)

  • Pick real-time health data from a large number of systems through their agent services installed on those remote systems.
  • Have the ability to directly create an incident in snow with its SCOM-SNOW Integration pack.
  • Have the capability to design activities to perform actions on apps or infrastructure components directly from SCOM Dashboard.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

Microsoft System Center Operations Manager (SCOM)

  • One of the biggest drawbacks to SCOM is the sheer scope and complexity of the system. This can be a pro and a con. The system is very customizable, what you put into it is what you'll get out of it. That said, the learning curve is fairly steep. An organization needs to be committed to putting time and resources into SCOM to get the most out of it. I've heard stories from colleagues of several different companies that invested in SCOM and then abandoned it due to the excessive time and care required.
  • SCOM is expensive. Not only is the enterprise licensing costly, SCOM requires it's own servers, operational and warehouse databases to be maintained.
  • The OOB SCOM reports are a bit clunky and feel outdated.
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

Microsoft System Center Operations Manager (SCOM)

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 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

Microsoft System Center Operations Manager (SCOM)

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 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

Microsoft System Center Operations Manager (SCOM)

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

Microsoft System Center Operations Manager (SCOM)

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

Microsoft System Center Operations Manager (SCOM)

Microsoft System Center Operations Manager (SCOM) 7.7
Based on 18 answers
We are very pleased with the support provided by the Microsoft System Center Operations Manager team. At first, we were quite hesitant to contact support, but the support team showed a very proactive approach and helped with a bunch of issues which would be much harder to overcome on our own, especially when deploying the platform for the first time.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 7.8
Based on 40 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

Microsoft System Center Operations Manager (SCOM)

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

Microsoft System Center Operations Manager (SCOM)

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

Microsoft System Center Operations Manager (SCOM)

We didn't consider any other alternatives, nor did we try or demo any other product prior to our purchase of SCOM. I know there are several other products out that perform many of the same functions and more such as SolarWinds, however, those products are pricey as well and we decided to stick with the Microsoft product in the end.
Joe Spradlin | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

Scalability

Microsoft System Center Operations Manager (SCOM)

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

Microsoft System Center Operations Manager (SCOM)

  • We wanted to make sure that updates and patches deployed are actually successfully installed on devices and other tools cannot match SCOM for detailed feedback on deployment status.
  • We can now confidently provide management and security teams on successful update of security patches with high accuracy.
  • Deployment complexity took over a year to fully implement all necessary features with help of consultants and in house teams. Wish it was simpler.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Pricing Details

Microsoft System Center Operations Manager (SCOM)

General

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

Starting Price

Microsoft System Center Operations Manager (SCOM) Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

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

Starting Price

$0 per year

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. per year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Microsoft System Center Operations Manager (SCOM)
8.7
ServiceNow IT Service Management
8.4

Likelihood to Renew

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
10.0

Usability

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
6.5

Reliability and Availability

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
10.0

Performance

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
9.0

Support Rating

Microsoft System Center Operations Manager (SCOM)
7.7
ServiceNow IT Service Management
7.8

Online Training

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
1.0

Implementation Rating

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
10.0

Scalability

Microsoft System Center Operations Manager (SCOM)
ServiceNow IT Service Management
10.0

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