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Top Rated
360 Ratings
50 Ratings
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Score 8 out of 100

ServiceNow IT Service Management

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Top Rated
360 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

OnBase by Hyland

Hyland Onbase is simple, effective, and just works for when it comes to content management systems. Many companies rely on static folder structures for storing information or Excel/Access tables which can easily become a mess whereas with Onbase every document is unique and access can be restricted/audited depending on user permissions. It allows for a company to easily take control of their information and be more productive.
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

Enterprise Content Management

OnBase by Hyland
9.0
ServiceNow IT Service Management
Content capture & imaging
OnBase by Hyland
9.1
ServiceNow IT Service Management
File sync, storage & archiving
OnBase by Hyland
9.5
ServiceNow IT Service Management
Document management
OnBase by Hyland
9.6
ServiceNow IT Service Management
Records management
OnBase by Hyland
8.5
ServiceNow IT Service Management
Content search & retrieval
OnBase by Hyland
9.2
ServiceNow IT Service Management
Enterprise content collaboration
OnBase by Hyland
9.4
ServiceNow IT Service Management
Content publishing & creation
OnBase by Hyland
9.0
ServiceNow IT Service Management
Security, risk management & information governance
OnBase by Hyland
9.4
ServiceNow IT Service Management
Contract lifecycle management
OnBase by Hyland
8.8
ServiceNow IT Service Management
Automated workflows
OnBase by Hyland
9.0
ServiceNow IT Service Management
Artificial intelligence
OnBase by Hyland
7.1
ServiceNow IT Service Management
Mobile support
OnBase by Hyland
8.8
ServiceNow IT Service Management
Integration
OnBase by Hyland
9.3
ServiceNow IT Service Management

Incident and problem management

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

ITSM asset management

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

Change management

OnBase by Hyland
ServiceNow IT Service Management
8.6
Change requests repository
OnBase by Hyland
ServiceNow IT Service Management
8.8
Change calendar
OnBase by Hyland
ServiceNow IT Service Management
8.5
Service-level management
OnBase by Hyland
ServiceNow IT Service Management
8.6

Pros

OnBase by Hyland

  • Tools to assist with configuration changes especially for Workflow processes.
  • Easy to query the database to pull reports on usage.
  • Support for a wide variety of files that can be stored within the product.
  • Great support channels for resolving application issues.
Andrew Yoder | 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

OnBase by Hyland

  • Printing multiple drawings from a hit list.
  • We are currently working with our Value Added Reseller and Hyland to enable a print button that would allow us to print multiple drawings from a hit list. Our users might need entire sets of electrical one line diagrams or piping and instrument diagrams for plant operations or project work. The disabled option stems from the fact that some engineering drawings are created with external drawings (XRefs or external references) that are referenced inside a drawing. Because 99% of our drawings are simple drawings that do not use external references, the disable print button is a handicap. If not resolved in this issue, which is still our hope, Hyland is aware that the issue needs to be fixed in the future.
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

OnBase by Hyland

OnBase by Hyland 9.3
Based on 3 answers
Onbase is a multifunctional application that can integrate with nearly anything.
Anonymous | TrustRadius Reviewer

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

OnBase by Hyland

OnBase by Hyland 8.2
Based on 3 answers
Adoption and usability of OnBase have gone extremely well for us due to the system's ability to integrate with nearly any other system your organization uses. In addition to ease-of-use of Hyland's Unity and Web clients, modules like Application Enabler allow us to read information from any app in order to serve-up OnBase content to the end-user
Andy Barker | TrustRadius Reviewer

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

OnBase by Hyland

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

OnBase by Hyland

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

OnBase by Hyland

OnBase by Hyland 9.3
Based on 10 answers
In my experience with the customer support of OnBase, the issues that have been submitted were all addressed and fixed in a timely manner. There are also several ways to submit a ticket such as creating one online or calling the phone number provided on their site. An account manager, success advisor, and support team are all assigned to helping you with any questions or issues that arise and phone numbers and email addresses for each of those areas are provided as well.
Eric Zelina | TrustRadius Reviewer

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

OnBase by Hyland

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

OnBase by Hyland

OnBase by Hyland 10.0
Based on 1 answer
N/a was not part of this decision process.
Anonymous | TrustRadius Reviewer

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

OnBase by Hyland

We switched off of Perceptive Content because their support was absolutely horrendous and the company just completely stopped innovating. Their platform didn't provide the ability to integrate like OnBase does today. There are no limits to what we can achieve within OnBase. whereas we were very limited in what could be automated within Perceptive.
DocFinity (Evaluated)
We evaluated DocFinity at the same time as OnBase. They had similar capabilities in terms of integrations but severely lacked the infrastructure and team to implement it well. We were overwhelmed with their lack of knowledge around their system and their inability to listen to their customers.
Kyle Swearingen | 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

OnBase by Hyland

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

OnBase by Hyland

  • We have saved time and money by eliminating our paper form process that had to be faxed, scanned or hand-delivered to each approver.
  • We streamlined a workflow that used to be handled separately by 4 departments under the same OnBase umbrella.
  • Our end-users appreciate being able to submit requests on the web instead of using a paper form or PDF.
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

Pricing Details

OnBase by Hyland

General

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

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

OnBase by Hyland
8.8
ServiceNow IT Service Management
8.3

Likelihood to Renew

OnBase by Hyland
9.3
ServiceNow IT Service Management
10.0

Usability

OnBase by Hyland
8.2
ServiceNow IT Service Management
10.0

Reliability and Availability

OnBase by Hyland
ServiceNow IT Service Management
10.0

Performance

OnBase by Hyland
ServiceNow IT Service Management
9.0

Support Rating

OnBase by Hyland
9.3
ServiceNow IT Service Management
8.3

Online Training

OnBase by Hyland
ServiceNow IT Service Management
1.0

Implementation Rating

OnBase by Hyland
10.0
ServiceNow IT Service Management
10.0

Scalability

OnBase by Hyland
ServiceNow IT Service Management
10.0

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