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Top Rated
351 Ratings
82 Ratings
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Score 7.6 out of 100

ServiceNow

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Top Rated
351 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

Rally Software (formerly CA Agile Central)

If your organisation is planning to adopt Scaled Agile Framework Methodology (SAFe) without being worried about cost, CA Agile Central is one of the best tools. Here, you can look at various release trains and how that then flows up to the overall program budget. You can look holistically across all the release trains with minimal effort and have it flow up to the program office’s budget. It also helps by easily maintaining backlogs and integrating more seamlessly into software developers releases, iterations, and features. It has no conformance issue as it supports almost all the browsers like IE from version 8.0, Firefox from 3.6 and the newest versions of Chrome (from 6.0) and Safari (from 4.0).
Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG | TrustRadius Reviewer

ServiceNow

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

Incident and problem management

Rally Software (formerly CA Agile Central)
ServiceNow
8.4
Organize and prioritize service tickets
Rally Software (formerly CA Agile Central)
ServiceNow
8.8
Expert directory
Rally Software (formerly CA Agile Central)
ServiceNow
7.9
Service restoration
Rally Software (formerly CA Agile Central)
ServiceNow
8.0
Self-service tools
Rally Software (formerly CA Agile Central)
ServiceNow
8.4
Subscription-based notifications
Rally Software (formerly CA Agile Central)
ServiceNow
8.2
ITSM collaboration and documentation
Rally Software (formerly CA Agile Central)
ServiceNow
8.7
ITSM reports and dashboards
Rally Software (formerly CA Agile Central)
ServiceNow
8.6

ITSM asset management

Rally Software (formerly CA Agile Central)
ServiceNow
8.0
Configuration mangement
Rally Software (formerly CA Agile Central)
ServiceNow
8.2
Asset management dashboard
Rally Software (formerly CA Agile Central)
ServiceNow
8.1
Policy and contract enforcement
Rally Software (formerly CA Agile Central)
ServiceNow
7.7

Change management

Rally Software (formerly CA Agile Central)
ServiceNow
8.7
Change requests repository
Rally Software (formerly CA Agile Central)
ServiceNow
8.9
Change calendar
Rally Software (formerly CA Agile Central)
ServiceNow
8.5
Service-level management
Rally Software (formerly CA Agile Central)
ServiceNow
8.6

Pros

Rally Software (formerly CA Agile Central)

  • The ability to tailor the tool for each product. For example some simpler projects can be managed with simple user stories, a Kanban process and board. Large projects are managed with iterations, releases, tasks and burn down charts.
  • Create a home dashboard and customize it to show user stories and tasks assigned to you and a personal burn down chart.
  • A portfolio management capability where you can link and view the entire hierarchy from theme to initiative to feature to user story(s) and finally to tasks.
Joseph Ruffolo | TrustRadius Reviewer

ServiceNow

  • 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

Rally Software (formerly CA Agile Central)

  • the service was intermittently down, sometimes for several hours.
  • Rally is a very large powerful tool, and that also is the reason why it can't be a good fit for small teams who want simpler interfaces and way less features.
  • loading pages is slow, add to that if you (like me) keep it open all day after signing in, the systems logs you out automatically.
  • pening multiple windows (on separate tabs) has some problematic issues esp. when your sessions expires, and you will need to sign in to all other tabs one by one. Also if you attempt to sign in again on one tab, all the other tabs redirect to the same page of the first tab you signed in.
  • a steep learning curve for agile beginners/novice team member - leaving those members to use the tool without any training makes it almost impossible for them to know what they must do to get by their daily tasks
  • not enough free documentation online
Anonymous | TrustRadius Reviewer

ServiceNow

  • 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

Rally Software (formerly CA Agile Central)

Rally Software (formerly CA Agile Central) 9.0
Based on 4 answers
  • To keep connecting my people, platform, and process for faster, smarter, better results.
  • Making the right contribution to the community. Use Agile and Lean processes to manage the work of your team.
  • Once you have tasted the positive result with Rally Software, you don't want to give up and come back to the old school of development pain any more.
Henry PAN | TrustRadius Reviewer

ServiceNow

ServiceNow 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

Rally Software (formerly CA Agile Central)

Rally Software (formerly CA Agile Central) 7.5
Based on 5 answers
Great UI, recent refresh was terrific. Great graphs and metrics, inline editing for updates, and a multitude of views on sprint progress make for a great team collaboration experience. There is also an active community and forums so that if you do need help, it is readily available
Gary Allison | TrustRadius Reviewer

ServiceNow

ServiceNow 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

Rally Software (formerly CA Agile Central)

Rally Software (formerly CA Agile Central) 10.0
Based on 1 answer
Don’t recall ever being unavailable.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 10.0
Based on 1 answer
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

Rally Software (formerly CA Agile Central)

Rally Software (formerly CA Agile Central) 7.0
Based on 1 answer
The screens render relatively quickly but many actions that you would expect to require a single click require multiple clicks and pop-up windows. The extra windows and clicks make the product feel ponderous.
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

Rally Software (formerly CA Agile Central)

Rally Software (formerly CA Agile Central) 7.7
Based on 6 answers
I've had to use support only one time and my issue was eventually resolved but not because of my ticket--because others complained about the functionality taken away so they brought it back. My ticket was never answered or addressed. So I can't really say much for the support factor for Rally.
Kathy Ding | TrustRadius Reviewer

ServiceNow

ServiceNow 8.3
Based on 18 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

Rally Software (formerly CA Agile Central)

Rally Software (formerly CA Agile Central) 7.0
Based on 1 answer
It more or less confirmed that we are using it the way they had in mind. We were hoping for a epiphany in terms of how we could use it better.

They also want to be a go to source for agile processes and have an online resource center. It’s not that great but had a couple of nuggets. It hasn’t really helped us too much and we are not too far off from the classical interpretation of agile.

I would recommend training, in particular for organizations that multiple on-going projects. The product seems optimized for larger, more complex teams and getting proper training on how to configure, administer and use the system would be beneficial
Anonymous | TrustRadius Reviewer

ServiceNow

ServiceNow 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

Rally Software (formerly CA Agile Central)

Rally Software (formerly CA Agile Central) 8.0
Based on 2 answers
Implementation of RALLY services and program satisfaction among various group,... 1) Dev Outcomes: How were our resiliencies, development, learning & practitioners “make them do the work,” but that they ask you to do it “in a way like before.2) The Ops group: Just wish to make sure any change won't break current production envirementsAll the stake holders has to be on the same page
Henry PAN | TrustRadius Reviewer

ServiceNow

ServiceNow 10.0
Based on 3 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

Rally Software (formerly CA Agile Central)

It was a close race between Jama, JIRA and Rally. We decided to go for Jama as a requirements management tool and use Rally for Agile projects. The cost was another factor that made us select Rally.
Anonymous | TrustRadius Reviewer

ServiceNow

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

Rally Software (formerly CA Agile Central)

No score
No answers yet
No answers on this topic

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

Rally Software (formerly CA Agile Central)

  • It supports our version and Agile and we have been able to deliver because of it.
  • It is complicated. A tool should not be complicated but rather easy to use. Rally is not.
  • It is a lot costlier than tools such as Jira.
Anonymous | TrustRadius Reviewer

ServiceNow

  • 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

Rally Software (formerly CA Agile Central)

General

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

ServiceNow

General

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

Rating Summary

Likelihood to Recommend

Rally Software (formerly CA Agile Central)
7.3
ServiceNow
8.4

Likelihood to Renew

Rally Software (formerly CA Agile Central)
9.0
ServiceNow
10.0

Usability

Rally Software (formerly CA Agile Central)
7.5
ServiceNow
10.0

Reliability and Availability

Rally Software (formerly CA Agile Central)
10.0
ServiceNow
10.0

Performance

Rally Software (formerly CA Agile Central)
7.0
ServiceNow
9.0

Support Rating

Rally Software (formerly CA Agile Central)
7.7
ServiceNow
8.3

Online Training

Rally Software (formerly CA Agile Central)
7.0
ServiceNow
1.0

Implementation Rating

Rally Software (formerly CA Agile Central)
8.0
ServiceNow
10.0

Scalability

Rally Software (formerly CA Agile Central)
ServiceNow
10.0

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