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417 Ratings
7 Ratings
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Score 4.2 out of 100

ServiceNow IT Service Management

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417 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Likelihood to Recommend

Salesforce Field Service (Click Field Service Edge)

ClickMobile can be implemented in virtually any organization that has a need for a Mobile Workforce Management system. The only real limitations or concerns will be with the backend hardware architecture. Sectors that have really seen the best utilization of the software are ones that have a dynamic service schedule and need to be extremely flexible with their customers service needs. In a day where customer service is so important to an organizations ability to remain the market leader it is extremely important for an organization to consider implementing a mobile solution. For organizations that already have a mobile management solution in place it is critical that they continuously reevaluate the system in order to remain competitive in their market and drive down operational costs. Change can be difficult for many organizations and the buy-in from the Field resources, who will ultimately be utilizing the mobile solution on a daily basis, will be critical when implementing something like ClickMobile. If the field resources are not able to accept a change to process then Change Management needs to take place during the implementation. It is generally a good rule to begin Change Management at the beginning of any large project, such as one where a mobile solution is being introduced.
Gary Patterson | TrustRadius Reviewer

ServiceNow IT Service Management

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.
Jessica Rich | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.9
Organize and prioritize service tickets
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
8.6
Expert directory
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.8
Service restoration
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.5
Self-service tools
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.3
Subscription-based notifications
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
8.0
ITSM collaboration and documentation
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
8.1
ITSM reports and dashboards
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
8.0

ITSM asset management

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.6
Configuration mangement
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.8
Asset management dashboard
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.7
Policy and contract enforcement
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.4

Change management

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
8.0
Change requests repository
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
8.2
Change calendar
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.8
Service-level management
Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
8.0

Pros

Salesforce Field Service (Click Field Service Edge)

  • They apparently have an excellent sales team.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

Salesforce Field Service (Click Field Service Edge)

  • ClickSoftware Mobile Workforce Management takes very skilled and certified personnel to manage the changes to code, logic, or applications.
  • ClickSoftware Mobile Workforce Management requires significant upfront business analysis investment in time and planning to be implemented properly.
  • ClickSoftware Mobile Workforce Management requires a significant investment in IT infrastructure in order to implement successfully.
George Pelosi | 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

Salesforce Field Service (Click Field Service Edge)

Salesforce Field Service (Click Field Service Edge) 8.5
Based on 2 answers
As of right now there is not a alternative that seems to offer all of the functionality with a vision of what is needed in the future. It is my belief that ClickSoftware will remain a leader in Mobile Workforce Management for a long time.
Gary Patterson | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Usability

Salesforce Field Service (Click Field Service Edge)

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 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

Salesforce Field Service (Click Field Service Edge)

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

Salesforce Field Service (Click Field Service Edge)

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

Salesforce Field Service (Click Field Service Edge)

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 7.9
Based on 40 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

Salesforce Field Service (Click Field Service Edge)

Salesforce Field Service (Click Field Service Edge) 7.3
Based on 1 answer
Overall the training was quite informative but did lack detail in some areas. It had all of the necessary content for an experience product user but didn't offer enough information for a new user to complete the training and then feel comfortable in real-world situations running or managing the software. I would recommend this course for anyone with at least 1 year of full-time exposure to the ClickSchedule product.
Gary Patterson | TrustRadius Reviewer

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

Salesforce Field Service (Click Field Service Edge)

No score
No answers yet
No answers on this topic

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

Salesforce Field Service (Click Field Service Edge)

I only recall reviewing the Oracle Scheduler a few years ago, and it was not as robust or user friendly on the GUI as ClickSchedule was. We have reviewed no other such solutions that I am aware of, we are a long time user of the ClickSoftware line of products especially Schedule and Analyze.
George Pelosi | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

Scalability

Salesforce Field Service (Click Field Service Edge)

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

Salesforce Field Service (Click Field Service Edge)

  • Field nurses are spending 4-5 (paid) hours a week trying to troubleshoot this software.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Pricing Details

Salesforce Field Service (Click Field Service Edge)

General

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

Salesforce Field Service (Click Field Service Edge) Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

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

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. per year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Salesforce Field Service (Click Field Service Edge)
1.0
ServiceNow IT Service Management
8.4

Likelihood to Renew

Salesforce Field Service (Click Field Service Edge)
8.5
ServiceNow IT Service Management
10.0

Usability

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
6.5

Reliability and Availability

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
10.0

Performance

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
9.0

Support Rating

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
7.9

Online Training

Salesforce Field Service (Click Field Service Edge)
7.3
ServiceNow IT Service Management
1.0

Implementation Rating

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
10.0

Scalability

Salesforce Field Service (Click Field Service Edge)
ServiceNow IT Service Management
10.0

Add comparison