NetBrain vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NetBrain
Score 8.1 out of 10
N/A
NetBrain Technologies in Burlington offers their network automation and management platform, emphasizing dynamic and accurate network mapping and automated troubleshooting and basic security analysis, as well as integration with an existing CMDB.N/A
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
NetBrainServiceNow IT Service Management
Editions & Modules
No answers on this topic
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
NetBrainServiceNow 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
NetBrainServiceNow IT Service Management
Considered Both Products
NetBrain

No answer on this topic

ServiceNow IT Service Management
Chose ServiceNow IT Service Management
ServiceNow is significantly more than just a tool for ITSM or project management. ServiceNow is the center of our software suite. I prefer how Asana handles tasks, and especially its visual interface, but it isn't anywhere near as powerful as ServiceNow, nor can you customize …
Top Pros
Top Cons
Features
NetBrainServiceNow IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
NetBrain
-
Ratings
ServiceNow IT Service Management
8.4
65 Ratings
Organize and prioritize service tickets00 Ratings9.464 Ratings
Expert directory00 Ratings8.048 Ratings
Service restoration00 Ratings8.153 Ratings
Self-service tools00 Ratings8.362 Ratings
Subscription-based notifications00 Ratings7.560 Ratings
ITSM collaboration and documentation00 Ratings8.857 Ratings
ITSM reports and dashboards00 Ratings9.059 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
NetBrain
-
Ratings
ServiceNow IT Service Management
8.3
58 Ratings
Configuration mangement00 Ratings8.157 Ratings
Asset management dashboard00 Ratings8.556 Ratings
Policy and contract enforcement00 Ratings8.450 Ratings
Change management
Comparison of Change management features of Product A and Product B
NetBrain
-
Ratings
ServiceNow IT Service Management
8.5
59 Ratings
Change requests repository00 Ratings8.759 Ratings
Change calendar00 Ratings8.253 Ratings
Service-level management00 Ratings8.855 Ratings
User Ratings
NetBrainServiceNow IT Service Management
Likelihood to Recommend
9.4
(3 ratings)
9.0
(76 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(12 ratings)
Usability
-
(0 ratings)
6.4
(11 ratings)
Availability
-
(0 ratings)
10.0
(2 ratings)
Performance
-
(0 ratings)
9.0
(2 ratings)
Support Rating
-
(0 ratings)
7.4
(40 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(6 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
NetBrainServiceNow IT Service Management
Likelihood to Recommend
NetBrain Technologies
Great for our large global environment. Works well with our legacy and newer equipment. Ease of install was exciting compared to other products we POC'd. Less of a learning curve when training Teams on how to monitor and troubleshoot while in production. Service desk were able to capture the logs and load into our ticketing system with ease.
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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
NetBrain Technologies
  • Network Issues Troubleshooting
  • Visualizing the root cause using color coding
  • out of the box runbooks available
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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
NetBrain Technologies
  • Not all devices are integrated with the same quality.
  • Not all steps are self-explaining.
  • The updates were difficult (but thanks to the help of support no real problem).
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!
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Likelihood to Renew
NetBrain Technologies
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.
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Usability
NetBrain Technologies
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
NetBrain Technologies
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.
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Performance
NetBrain Technologies
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
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Support Rating
NetBrain Technologies
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.
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Online Training
NetBrain Technologies
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
NetBrain Technologies
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.
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Alternatives Considered
NetBrain Technologies
The others were cumbersome, slow and there is a huge learning curve for the installation, configuration and just daily monitoring. NetBrain was the easiest of all to setup then let it run and build our network and map it out. Once it was complete, we immediately identified several circuit issues that we were unaware of within our network. With the maps and information gained, we were able to present to [management] and prove a case that we needed larger circuits in several areas.
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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.
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Scalability
NetBrain Technologies
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
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Return on Investment
NetBrain Technologies
  • Enhanced Network troubleshooting for our Network tea
  • Out of the box pre-build runbook reports with all required details
  • Additional cost for troubleshooting feature
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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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