OpenText Universal Discovery and Universal CMDB vs. ServiceNow Now Platform

Micro Focus Universal Discovery and Universal CMDB is well suited for medium to large IT operations after a careful review and strategy definition of all support tools that will be integrated. When it comes to deciding on a set of tools for IT operation management and its different processes like Incident, event, and change management; a good approach would be to create a roadmap with the integrated suite of tools to create a native ecosystem and reduce complexity on the integration and adoption.

Incentivized

Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.

Incentivized

• Management and organization of Configuration Items
• Ensures a single and uniform source of database to avoid any ambiguity between departments.
• Proper delivery of services

Incentivized

• The best ITSM management just in 1 tool.
• User friendly for no IT people when they must raise a IT issue.
• It offer very good workflow during incident or request item.

Incentivized

• When getting started the Cloud deployment may be not that easy.
• To manipulate the system deeply requires a professional operator.
• Working on large data project.

Incentivized

• Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform
• Tutorials on how to be the best at reporting in servicenow
• Guided tour functionaltiy is a bit rigid and could use more workflow capabilities
• Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.

Everybody in the company is happy to use ServiceNow. All people are happy to use a user-friendly web tool in order to open IT incidents. IT people can easily support people with a stable and solid tool.

Incentivized

Old versions which do not support CMS have a luck of user experience and performance for reports and service modeling.

Incentivized

As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.

Incentivized

Some complex issues regarding performance and platform upgrades have been difficult to address and have short time solutions.

Incentivized

We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.

Incentivized

Upgrades from old versions were really hard to handle.

Incentivized

Quite competing products but short learning curve and fitment in our IT Landscape were main differentiators.

Incentivized

ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy

Incentivized

1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers

Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.

Incentivized

• ensured proper service delivery which helped organizations to grow
• It was a little expensive for the company.
• Mainly had a positive impact especially in the cases of risk assessment and analysis.

Incentivized

• Ensuring good service support internally and externally has triggered opportunities to sustain good links with everyone and opened the door to more sales and successful business and ServiceNow has been key in all this, so the investment came back to us faster than expected.

Incentivized