An enterprise grade CRM solution featuring customization and integration capabilities, and an open architecture for a personalized user experience. It can be deployed either on-premises or in the cloud.
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ServiceNow IT Service Management
Score 8.2 out of 10
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Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.
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Pricing
Oracle Siebel CRM
ServiceNow IT Service Management
Editions & Modules
No answers on this topic
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
Offerings
Pricing Offerings
Oracle Siebel CRM
ServiceNow IT Service Management
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
More Pricing Information
Community Pulse
Oracle Siebel CRM
ServiceNow IT Service Management
Considered Both Products
Oracle Siebel CRM
No answer on this topic
ServiceNow IT Service Management
Verified User
Engineer
Chose ServiceNow IT Service Management
Integrations with other products are very easy in ServiceNow IT as compared to other tools. Support is amazing comparatively. Transparency and flow of work are clearly visible. It has Multiple features and we can customize them as well. The search feature can be improved a …
As an end user, I would not recommend this solution for enterprise deployment. Lack of support for modern browsers, slow performance, and poor searchability - these things set Siebel CRM in the rear of the pack. There was no great mobile solution either, so that can be bothersome especially for road warriors like myself.
It is well suited for medium to large companies that require a tool to allow users to create IT requests, have a self-service portal, track the completion of such requests and have access to KPIs to understand the satisaction level of the requestors. It is not the best tool if you want to have a heavy personalized IT Service Management tool to cater to all your needs or when you want to have an easy way to search for past tickets using specific keywords.
Great data model: the out of the box version comes with standard objects that support most of the industries business models: Finance, Communications, Utilities, Public Sector, Life Sciences to name a few.
Ease of implementation: implementation is done by configuring standard objects or creating new objects; additional level of customization via script is also possible.
Lots of resources available on the product
Supported by Oracle one of the world leader in IT
Multiple developers can configure and test concurrently in their own workspace and then merge the result in the main application.
Migrations between environments is one area that could be improved, with tools to compare and move data elements (source vs target).
Easier ways to identify, through email or a web page, the health of the overall system (components, marketing campaigns, tasks, servers, etc).
The UI seems to be improved with the newer versions of Siebel, but I believe it requires a lot of new features. It seems that other CRM solutions that are cloud-based are putting a lot of emphasis on the Usability and presentation, things where Siebel may need to catch up...
Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Oracle Siebel CRM is an older Sales CRM, so many of it's features aren't as current as ones used today. However, it has a smoother and easy-to-use UI. We're glad that we can still access Oracle Siebel CRM because it's easier to find older information that we can't easily find in our Salesforce Lightning CRM tool.
It has helped us a lot, and after some training and getting to know the product, we are quite comfortable with it and feel much more capable of understanding what's going on in our IT environment. The only reason it doesn't get a perfect score from me is that there is a learning curve for both end users and IT admins using ServiceNow. Once you customize the UI and remove unnecessary fields. You are left with a very clean product that does what it needs to and does it well.
We no longer have support for our Oracle Siebel CRM. When we did, the support was slow to get some things fixed, therefore, there was a lot of downtime. Of course, this slowed down our overall productivity and increased our overall frustration with the tool. However, it would be nice if we still had some support with it since we still do access it from time to time.
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.
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.
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.
We also connect to Oracle Business Intelligence, which is not even an option of the list of products above (that's always encouraging when products are missing from lists!) This connects to campaigns in Siebel along with users writing reports based on data from Siebel. I don't think OBIEE stacks up that great with other systems because it seems to be lacking in reports, and those who can make them have to be quite technical. Oracle Database I think stacks up because of how robust and speedy (at times) it can be
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
This has all my company needs for sales analytic. It has helped our call center and the sales portal become more lean and require less resources for their day-to-day.
We use its research and direct email capabilities and use it to target specific groups of potential clients. We have seen an improvement of nearly 20%.
We have clients who have used a few modules like bill summary, campaign management and customer information. Oracle Siebel CRM has helped them reap ROI within a year from going live.
We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.
