N-able N-central vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
N-able N-central
Score 7.2 out of 10
N/A
MSPs and IT professionals use N-able™ N-central® to monitor and manage devices and complex networks remotely. N-central provides visibility and efficiency as the user's needs scale. N-central can help users: 1. Proactively monitor everything on a customer network—not just servers and workstations—and troubleshoot. 2. Stay on top of threats with features like MFA, antivirus, integrated endpoint detection and response, data backup, disk encryption, email protection,…N/A
ServiceNow IT Service Management
Score 8.5 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
N-able N-centralServiceNow IT Service Management
Editions & Modules
No answers on this topic
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
N-able N-centralServiceNow 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
N-able N-centralServiceNow IT Service Management
Considered Both Products
N-able N-central
Chose N-able N-central
Our version of SolarWinds was old and running on old hardware, but it was way easier to setup and do things with. It did not do everything N-able does such as patch management, or at least we didn't have a module to do so if one existed. However it definitely seemed easier to …
ServiceNow IT Service Management

No answer on this topic

Top Pros
Top Cons
Features
N-able N-centralServiceNow IT Service Management
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
N-able N-central
5.9
3 Ratings
21% below category average
ServiceNow IT Service Management
-
Ratings
Remote monitoring5.43 Ratings00 Ratings
Network device monitoring5.03 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
N-able N-central
6.0
4 Ratings
18% below category average
ServiceNow IT Service Management
-
Ratings
Patch Management6.04 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
N-able N-central
-
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 Ratings7.755 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.459 Ratings
ITSM reports and dashboards00 Ratings8.961 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
N-able N-central
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% 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
N-able N-central
-
Ratings
ServiceNow IT Service Management
8.1
61 Ratings
4% below category average
Change requests repository00 Ratings7.761 Ratings
Change calendar00 Ratings7.555 Ratings
Service-level management00 Ratings9.157 Ratings
Best Alternatives
N-able N-centralServiceNow IT Service Management
Small Businesses
NinjaOne
NinjaOne
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises

No answers on this topic

ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
N-able N-centralServiceNow IT Service Management
Likelihood to Recommend
5.0
(22 ratings)
8.3
(78 ratings)
Likelihood to Renew
9.1
(2 ratings)
9.0
(13 ratings)
Usability
2.0
(4 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
1.0
(8 ratings)
7.3
(22 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
8.4
(2 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
N-able N-centralServiceNow IT Service Management
Likelihood to Recommend
N-able
In my opinion, N-able N-central is a good "learn your lesson and move onto something better" tool. I've used many RMM tools over the years and I feel that this one is slow, does a terrible job with reporting, alerting, monitoring, software deployments, etc. The ability to turn on services like AV, backup, etc easily is cute, but you're not going to be able to use your own tools with this easily. In my experience, if you do turn those tools on for testing during the trial, you'll be charged later (despite it being a trial). They also turn off your ability to monitor these increased costs or to turn them off yourself. As a company, I found that they were impossible to work with. The sales team is right there if you want to buy something - but if you need anything other than to buy something, in my experience, they take days or weeks to navigate. I found that they are not a terribly ethical company and are more concerned with making a few dollars than creating a partnerships with MSPs. I can see value is in the advertised price of $99 for a hundred endpoints. However, you need to remember to not trial any other tools (like AV, backup, etc).
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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.
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Pros
N-able
  • Remote tasks - entry-level techs can run basic tasks without physically touching a piece of equipment.
  • Remote support - remote controlling user devices is easy and saves a lot of time with having to initiate a remote session.
  • Management of devices, particularly patch management and anti-virus management - you can automatically approve and deploy patches and schedule automatic AV scans.
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.
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Cons
N-able
  • Expensive software
  • The support team are terrible
  • Sales team will promise the world to get you over the line
  • Subscription management is tedious
  • Old software with very little development and the support team will not provide any further information on this - no roadmap
  • Integrations galore - but none of them are effective
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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!
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Likelihood to Renew
N-able
Overall we have liked our solar winds experience, however, as our company has grown to support larger enterprises, this product does not have the functionality that our teams need in order to fully support them. The lack of granularity with backups and lack of ability to support nutanix environments is slowly drawing us into the use of other tools.
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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.
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Usability
N-able
The user interface is fairly straight forward, with logic groupings for objects. I did not deploy this software, but am one of the daily administrators. Once you get the correct agent package (Which can be a challenge) the integration into AD is not bad. The UI could be more customized, but that may have been a design choice.
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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
N-able
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
N-able
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
N-able
Every time we have reached out to SolarWinds they are quick to respond, even offering support chat 24/7. Their support team is great and works with you to find solutions to issues. They have taken items we had issues with before and used those to create updates so that the issue is handled better in the future.
Read full review
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
N-able
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.
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Implementation Rating
N-able
Make sure if you your using a vm you follow the instructions for provisioning to the letter or it will be starting from square one
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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.
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Alternatives Considered
N-able
Our version of SolarWinds was old and running on old hardware, but it was way easier to setup and do things with. It did not do everything N-able does such as patch management, or at least we didn't have a module to do so if one existed. However it definitely seemed easier to use and possibly more stable.
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
N-able
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
N-able
  • Reduced time to manage and support servers and endpoints.
  • Provides support dept with more accurate information to assess and resolve issues quicker and more efficiently.
  • The subscription cost associated with N-central, to our clients has a good profit margin for us.
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.
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ScreenShots

N-able N-central Screenshots

Screenshot of N-able N-central DashboardScreenshot of Remote desktop access with Take Control