Archer offers a platform for holistic integrated risk management solutions that empower enterprise organizations to more effectively manage risk, ensure compliance, and address emerging challenges.
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ServiceNow IT Service Management
Score8.4 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
Archer
ServiceNow IT Service Management
Editions & Modules
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ITSM Standard
Custom Quote
ITSM Pro
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ITSM Enterprise
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Offerings
Pricing Offerings
Archer
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.
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Community Pulse
Archer
ServiceNow IT Service Management
Considered Both Products
Archer Technologies LLC
Verified User
Chose Archer
Both have similar functions, but it was decided that a separate application was desired for Risk and Compliance Systems. This was partly due to Line of Business Ownership and separation of duties.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
RSA Archer is fantastic at cataloguing, personalizing assessments, raw reporting, and capacity to add custom fields. It is a little clunky around adding contextual information to notifications, peeking into data before attempting to load pages, quick navigation or determining linked (or sub-linked) relationships. These are all concerns that can either be worked around with an appropriate data scheme or with careful administration of the sub-routines.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We found that ServiceNow's ITSM product is overall a great product to use in all areas of IT. Whether it be Security, Infrastructure, or Networking, nothing is too complicated to bring into ServiceNow for processing. Being able to use flows to automate task creation and auto assign has helped to fill process gaps that existed with our previous product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Integration capabilities to multiple enterprise systems
Control standards and Procedures to address multiple regulatory/authoritative sources, standards and frameworks enabling test once satisfy many requiremnts
Rapid application development and User friendly tool with configuration capability to customize easily without user requiring programming or coding skills
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Excellent rating for exceptional service provided for efficiency and efficient output given by it. It helped both client as well business to coordinate better for the requirements they work. It help to generate reports for real time progress on task. It helps to keep active watch on progress made by all parties
Good tool to get the information communicated, approval workflow, and easy to add new findings/questionnaires. Seems to be compatible with different browsers and little downtime. Only request for improvement is to add an export feature with fewer clicks. Maybe batch export.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The basic actions of creating, updating and tracking requests is easy to udnerstand and use. Only a short onboarding training is needed to train the users of how to use it properly. However, the UI/UX experience can feel bloated with the many options it offers when you start to customize the tool to your company needs. It is also not the best looking user interface compared to more modern web applications.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Our RSA Archer team is dedicated to finding solutions for our organization. They haven't mentioned any issues with receiving support with deployment or bug fixes, and generally the platform is very dependable. They are always very excited about delivering a version upgrade and presenting any new features that provide more dashboards or chart types.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
While implementation the focus always should be on customizing features which are out of box to minimize the debts following the main features like Incidents, Requests, Change & Problem Statement. It should be strictly ensured to maintain right data quality, eliminating any duplicates or wrong workflows and incorrect reportings. Strong security and goverance to be implemented.
It has been roughly 5 years since I have seen Securevue, so a lot can change, but to me it felt like several products were purchased and an attempt was made to piece them all together into a single solution (and I believe that may have been true). It also required agents on endpoints which did not fit the model I believed customers were looking for. MetricStream appeared to be difficult to install as it took their own engineers some time to get it installed in my lab environment. I did not think their web interface was as intuitive as RSA Archer. Customization to the platform was possible to some degree, but required a lot more work and technical skills than required by Archer. I did like the landing page for MetricStream which called out the important action items for the current user, but Archer v6.X now has this feature.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Having used other ticketing/asset tools in the past with other companies. This time, we opted for ServiceNow, primarily because of the company's scale. Once you start hiring a lot of employees, you need a robust tool with some maturity. We wanted to split the IT team into back-office and front-office teams. We needed proper permissions and auto-escalation. Also, approval flows for certain requests (mostly hardware and file access requests). All of this is part of the standard ServiceNow package. Some of the cheaper alternatives we felt were more suited for very small businesses or teams.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
