OpenText MBPM vs ServiceNow IT Service Management

• Complex routing of tasks based on calculated criteria
• Linking between tasks and accessing relevant information
• Organising, scheduling and prioritising
• Different views for different people

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• 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

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• The Metastorm process engine is based on an older version of .NET. Updating to a newer version would resolve several known issues with .NET email functionality.
• Metastorm builds web pages at run time. While the UI presented to the end user is fine, the Document Object Model is convoluted and subject to change with new releases. Providing a more simplified DOM or at very least a custom function to replace document.getElementById() would make client-side scripting a much more powerful tool.
• One function that I've seen Metastorm competitors do well, is email wizards. Having a WYSIWYG email editor would be really nice.

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• 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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• The development of the ticketing system has enabled us to greatly improve customer relationships
• The scheduling and allocation of the tasks has reduced both the number of open tickets and the turnaround time to resolution
• Management information from the system has improved decision making

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• 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.

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