What users are saying about
8 Ratings
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Top Rated
360 Ratings
8 Ratings
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Score 7.6 out of 100

ServiceNow IT Service Management

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Top Rated
360 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Nexthink

Nexthink is very well suited to support your ITSM solutions, assist in root cause analysis, project investigations/planning, device tagging, inventory and compliance management, proactive remediation, etc. In those regards it really is lightning in a bottle.While Nexthink can certainly act as a CMDB, I would not use it as such - it can support a repository but should not be the repository. It goes way beyond an APM, so if you're just looking for an APM, Nexthink does do that, but it does a lot more too.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Nexthink
ServiceNow IT Service Management
8.3
Organize and prioritize service tickets
Nexthink
ServiceNow IT Service Management
8.8
Expert directory
Nexthink
ServiceNow IT Service Management
7.9
Service restoration
Nexthink
ServiceNow IT Service Management
7.9
Self-service tools
Nexthink
ServiceNow IT Service Management
8.2
Subscription-based notifications
Nexthink
ServiceNow IT Service Management
8.2
ITSM collaboration and documentation
Nexthink
ServiceNow IT Service Management
8.8
ITSM reports and dashboards
Nexthink
ServiceNow IT Service Management
8.6

ITSM asset management

Nexthink
ServiceNow IT Service Management
7.9
Configuration mangement
Nexthink
ServiceNow IT Service Management
8.2
Asset management dashboard
Nexthink
ServiceNow IT Service Management
8.0
Policy and contract enforcement
Nexthink
ServiceNow IT Service Management
7.6

Change management

Nexthink
ServiceNow IT Service Management
8.6
Change requests repository
Nexthink
ServiceNow IT Service Management
8.8
Change calendar
Nexthink
ServiceNow IT Service Management
8.5
Service-level management
Nexthink
ServiceNow IT Service Management
8.6

Pros

Nexthink

  • Ease of data gathering
  • Consolidation of multiple data points into one (previously, you'd have to request one thing from SCCM, one thing from JAMF, maybe something else from your Domain Controllers)
  • Support. Nexthink has always provided great levels of support when needed.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Cons

Nexthink

  • The Finder is great but to utilize the product effectively it takes some getting used to. Very 'right click' heavy.
  • Learning curve. Nexthink is very boolean based in their investigations (not a knock, most products are), but since they can track things at such a siloed level it's important to know specifically how they are classifying their objects (ex, a package vs. an application vs. an .exe vs. a binary) so you can understand what findings you're getting.
  • Parity on Mac and Linux products. This is improving though.
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

Nexthink

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

Nexthink

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 7 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

Nexthink

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

Nexthink

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

Nexthink

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 8.3
Based on 36 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

Nexthink

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

Nexthink

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

Nexthink

Nexthink is more than an APM, and can easily provide (to support) CMDB processes a la Servicenow Discovery, so we decided to go with them.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Scalability

Nexthink

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

Nexthink

  • Nexthink has been invaluable at quickly finding application roll-outs that could negatively affect our environment, in most cases before users even report them.
  • Nexthink has helped us consolidate and gain visibility in our environment, further standardizing naming conventions, hierarchies, etc.
  • Nexthink has integrated with our ITSM solutions, and is easy to use such that technicians no longer feel the need to request data from Engineers, they can just directly get it from Nexthink.
  • There is a learning curve, so for good ROI you're going to need to invest the people and training hours to use Nexthink to it's fullest effectiveness. Note, that even a cursory use though would reveal a lot about your environment that will keep you busy.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow IT Service Management

Pricing Details

Nexthink

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

ServiceNow IT Service Management

General

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

Rating Summary

Likelihood to Recommend

Nexthink
9.0
ServiceNow IT Service Management
8.3

Likelihood to Renew

Nexthink
ServiceNow IT Service Management
10.0

Usability

Nexthink
ServiceNow IT Service Management
10.0

Reliability and Availability

Nexthink
ServiceNow IT Service Management
10.0

Performance

Nexthink
ServiceNow IT Service Management
9.0

Support Rating

Nexthink
ServiceNow IT Service Management
8.3

Online Training

Nexthink
ServiceNow IT Service Management
1.0

Implementation Rating

Nexthink
ServiceNow IT Service Management
10.0

Scalability

Nexthink
ServiceNow IT Service Management
10.0

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