138 Ratings
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Top Rated
360 Ratings
138 Ratings
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Score 7.4 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

Oracle BPM Suite

Oracle BPM is well suited to organizations and environments that have a good understanding of their business processes and organizational structures. Trying to introduce a tool such as Oracle BPM into the organization without a good grasp on how the business operates is a recipe for disaster as the implementation will uncover all of the dirty secrets of an organizations business processes and bring them to light. BPM is not to be utilized for smaller service orchestrations or technical service implementations, these should be handled by the Oracle SOA Suite using the BPEL process manager, leaving BPM to handle the organizational business processes, referring to and including lower level services and BPEL processes as needed.
Shawn Ruff | 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

Reporting & Analytics

Oracle BPM Suite
7.4
ServiceNow IT Service Management
Dashboards
Oracle BPM Suite
7.5
ServiceNow IT Service Management
Standard reports
Oracle BPM Suite
7.5
ServiceNow IT Service Management
Custom reports
Oracle BPM Suite
7.4
ServiceNow IT Service Management

Process Engine

Oracle BPM Suite
6.8
ServiceNow IT Service Management
Process designer
Oracle BPM Suite
5.4
ServiceNow IT Service Management
Process simulation
Oracle BPM Suite
7.4
ServiceNow IT Service Management
Business rules engine
Oracle BPM Suite
6.9
ServiceNow IT Service Management
SOA support
Oracle BPM Suite
6.6
ServiceNow IT Service Management
Process player
Oracle BPM Suite
6.7
ServiceNow IT Service Management
Support for modeling languages
Oracle BPM Suite
8.0
ServiceNow IT Service Management
Form builder
Oracle BPM Suite
5.8
ServiceNow IT Service Management
Model execution
Oracle BPM Suite
7.9
ServiceNow IT Service Management

Collaboration

Oracle BPM Suite
7.0
ServiceNow IT Service Management
Social collaboration tools
Oracle BPM Suite
7.0
ServiceNow IT Service Management

Content Management Capabilties

Oracle BPM Suite
7.0
ServiceNow IT Service Management
Content management
Oracle BPM Suite
7.0
ServiceNow IT Service Management

Incident and problem management

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

ITSM asset management

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

Change management

Oracle BPM Suite
ServiceNow IT Service Management
8.6
Change requests repository
Oracle BPM Suite
ServiceNow IT Service Management
8.8
Change calendar
Oracle BPM Suite
ServiceNow IT Service Management
8.5
Service-level management
Oracle BPM Suite
ServiceNow IT Service Management
8.6

Pros

Oracle BPM Suite

  • Modeling business processes - it is providing an interface where users can drag and drop many kinds of shapes to build a business process.
  • HumanTask - I consider this as being the key strength of Oracle BPM. It allows you to create approval flows in different ways and it manages the long-running processes (while waiting for people to interact with the flow).
  • The user-interface for user tasks - it is one place where you can see all tasks and their progress. Admins can see and interact with other people's tasks.
Cristian Bodnarasec | 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

Oracle BPM Suite

  • Again, it takes a decent amount of IT knowledge to realize the full potential of the Oracle BPM Suite
  • It can tend to feel sluggish unless you slightly exceed the minimum system requirements
  • There are so many features that it can be difficult to know which ones to use and which ones not to use in a given situation
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

Oracle BPM Suite

Oracle BPM Suite 6.0
Based on 2 answers
In many scenarios it should have provided more features. It took a lot of effort while debugging, making it difficult to maintain.
Shouvik Das | 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

Oracle BPM Suite

Oracle BPM Suite 6.0
Based on 1 answer
Not easy to debug errors.
Shouvik Das | 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

Oracle BPM Suite

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

Oracle BPM Suite

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

Oracle BPM Suite

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

Oracle BPM Suite

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

Oracle BPM Suite

Oracle BPM Suite 6.0
Based on 1 answer
Overall satisfactory
Shouvik Das | 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

Oracle BPM Suite

IBM's Rational RequistePro was considered as an alternative but due to the client's good experience with existing Oracle services, BPM Suite was finally decided upon.
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

Oracle BPM Suite

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

Oracle BPM Suite

  • Documenting a flow to a client allows communicating the intention of a development and thereby minimizing changes that could delay the calendar.
  • Simulating macro processes allows you to visualize at an early stage the figures of a project in order to better manage resources.
Miguel Angel Merino Vega | 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

Oracle BPM Suite

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

Oracle BPM Suite
5.4
ServiceNow IT Service Management
8.3

Likelihood to Renew

Oracle BPM Suite
6.0
ServiceNow IT Service Management
10.0

Usability

Oracle BPM Suite
6.0
ServiceNow IT Service Management
10.0

Reliability and Availability

Oracle BPM Suite
ServiceNow IT Service Management
10.0

Performance

Oracle BPM Suite
ServiceNow IT Service Management
9.0

Support Rating

Oracle BPM Suite
ServiceNow IT Service Management
8.3

Online Training

Oracle BPM Suite
ServiceNow IT Service Management
1.0

Implementation Rating

Oracle BPM Suite
6.0
ServiceNow IT Service Management
10.0

Scalability

Oracle BPM Suite
ServiceNow IT Service Management
10.0

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