Microsoft Viva vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Microsoft Viva
Score 8.5 out of 10
N/A
Microsoft Viva (including the former Ally, or Ally.io) is a Strategic Goal-Planning & Execution Management software that enables businesses like Slack, Remitly, Plaid, Teleperformance and UrbanClap to operate with the organizational alignment, agility, focus and transparency they need to match the fast pace needs of their evolving markets. Ally.io became a Microsoft brand after the October 2021 acquisition.
$108
per year per user
ServiceNow IT Service Management
Score 8.4 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
Microsoft VivaServiceNow IT Service Management
Editions & Modules
Microsoft Viva - Learn Module
$48
per year per user
Microsoft Viva - Insights Module
$48
per year per user
Microsoft Viva - Topics Module
$48
per year per user
Microsoft Viva Suite
$108
per year per user
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
Microsoft VivaServiceNow IT Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Microsoft VivaServiceNow IT Service Management
Top Pros
Top Cons
Features
Microsoft VivaServiceNow IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft Viva
-
Ratings
ServiceNow IT Service Management
8.3
67 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.966 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.655 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.359 Ratings
ITSM reports and dashboards00 Ratings8.861 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Microsoft Viva
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
4% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
Microsoft Viva
-
Ratings
ServiceNow IT Service Management
8.1
61 Ratings
3% below category average
Change requests repository00 Ratings7.661 Ratings
Change calendar00 Ratings7.455 Ratings
Service-level management00 Ratings9.157 Ratings
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Microsoft VivaServiceNow IT Service Management
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Score 8.9 out of 10
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Score 9.0 out of 10
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Score 9.9 out of 10
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Score 9.0 out of 10
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Score 9.9 out of 10
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Score 9.1 out of 10
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User Ratings
Microsoft VivaServiceNow IT Service Management
Likelihood to Recommend
9.0
(2 ratings)
8.3
(78 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(13 ratings)
Usability
-
(0 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
7.3
(22 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Microsoft VivaServiceNow IT Service Management
Likelihood to Recommend
Microsoft
Well suited for
  • Companies that have experience of using the OKR methodology and have a clear understanding of what it is
  • Companies that are planning to expand/scale the OKR program
  • Companies that are looking to reduce the effort involved in running the OKR program
Ill-suited for:
  • Companies that are using OKRs for the first time and do not have a clear understanding of the methodology
Read full review
ServiceNow
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.
Read full review
Pros
Microsoft
  • The default state of transparency. This helps in reinforcing the superpower of OKRs. In Ally.io, the default mode of any objective created is public (unless stated otherwise). This helps people across the organization to understand where and how the organization is progressing.
  • The above feature of transparency is also reinforced by the feature of creating dependencies. This allows for people to understand the parties involved in achieving a particular goal and creates accountability. It is clearly understood which party has not contributed enough and RCA can be done on the same.
  • It allows for integrating with a host of other tools such that the check-in process can be automated. This allows for reducing the effort of managers in terms of updating multiple tools.
  • The dashboarding feature has helped us in reducing effort spent in creating presentations for retros, planning, and demos
  • Ally.io's customer success team is among the best that I have worked it. Always ready to help, proactive, and up for the next challenge. They take the success of their customers extremely seriously. Kudos to the team for this attitude.
Read full review
ServiceNow
  • 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.
Read full review
Cons
Microsoft
  • Accelerate integrations and add more integrations.
  • Ally.io has room for improvement in providing benchmark in-depth analysis across industries, same-size companies, etc.
  • Ally.io can still improve upon some of its product features and communicating the releases. Videos have been extremely helpful.
Read full review
ServiceNow
  • 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!
Read full review
Likelihood to Renew
Microsoft
No answers on this topic
ServiceNow
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.
Read full review
Usability
Microsoft
No answers on this topic
ServiceNow
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.
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Reliability and Availability
Microsoft
No answers on this topic
ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Read full review
Performance
Microsoft
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Microsoft
No answers on this topic
ServiceNow
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.
Read full review
Online Training
Microsoft
No answers on this topic
ServiceNow
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.
Read full review
Implementation Rating
Microsoft
No answers on this topic
ServiceNow
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.
Read full review
Alternatives Considered
Microsoft
Again, Ally ranks very high and this is because they continuously work towards improving their software, platform and solutions. I believe that they have been very innovative and are adding important layers to help keep an OKR program culture relevant and beneficial to its customers. Ally is an opinion leader in this category and not a me-too tool.
Read full review
ServiceNow
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.
Read full review
Scalability
Microsoft
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
Microsoft
  • Ally.io has had a positive impact so far in reducing the effort involved in managing the entire OKR program.
  • It also has brought with itself the opportunities to avail training and Q&A sessions with experts
  • Increased the overall engagement of the company with its objectives
Read full review
ServiceNow
  • 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.
Read full review
ScreenShots