SAP NetWeaver BPM vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SAP BPM
Score 9.4 out of 10
N/A
SAP NetWeaver Business Process Management is a business process management offering and application infrastructure. It supports joint modeling of processes, central process execution via a Java-based engine, provision of interfaces for users, and integration of business rules into processes.N/A
ServiceNow IT Service Management
Score 8.4 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. 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, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
SAP NetWeaver BPMServiceNow IT Service Management
Editions & Modules
No answers on this topic
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
SAP BPMServiceNow IT Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
SAP NetWeaver BPMServiceNow IT Service Management
Top Pros
Top Cons
Features
SAP NetWeaver BPMServiceNow IT Service Management
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
SAP NetWeaver BPM
10.0
2 Ratings
21% above category average
ServiceNow IT Service Management
-
Ratings
Dashboards10.02 Ratings00 Ratings
Standard reports10.02 Ratings00 Ratings
Custom reports10.02 Ratings00 Ratings
Process Engine
Comparison of Process Engine features of Product A and Product B
SAP NetWeaver BPM
10.0
2 Ratings
18% above category average
ServiceNow IT Service Management
-
Ratings
Process designer10.02 Ratings00 Ratings
Process simulation10.02 Ratings00 Ratings
Business rules engine10.02 Ratings00 Ratings
SOA support10.02 Ratings00 Ratings
Process player10.02 Ratings00 Ratings
Support for modeling languages10.02 Ratings00 Ratings
Form builder10.02 Ratings00 Ratings
Model execution10.02 Ratings00 Ratings
Collaboration
Comparison of Collaboration features of Product A and Product B
SAP NetWeaver BPM
10.0
2 Ratings
20% above category average
ServiceNow IT Service Management
-
Ratings
Social collaboration tools10.02 Ratings00 Ratings
Content Management Capabilties
Comparison of Content Management Capabilties features of Product A and Product B
SAP NetWeaver BPM
10.0
2 Ratings
21% above category average
ServiceNow IT Service Management
-
Ratings
Content management10.02 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SAP NetWeaver BPM
-
Ratings
ServiceNow IT Service Management
8.2
67 Ratings
0% below category average
Organize and prioritize service tickets00 Ratings8.866 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.655 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.359 Ratings
ITSM reports and dashboards00 Ratings8.861 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
SAP NetWeaver BPM
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
SAP NetWeaver BPM
-
Ratings
ServiceNow IT Service Management
8.0
61 Ratings
5% below category average
Change requests repository00 Ratings7.561 Ratings
Change calendar00 Ratings7.355 Ratings
Service-level management00 Ratings9.157 Ratings
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User Ratings
SAP NetWeaver BPMServiceNow IT Service Management
Likelihood to Recommend
10.0
(3 ratings)
8.2
(78 ratings)
Likelihood to Renew
7.0
(1 ratings)
9.0
(13 ratings)
Usability
-
(0 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
5.0
(1 ratings)
7.3
(22 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
SAP NetWeaver BPMServiceNow IT Service Management
Likelihood to Recommend
SAP
It is well suited when we need to integrate business processes with SAP ERP and SAP CRM - the solution can be integrated with business rules/procedures defined in SAP ERP/CRM and NetWeaver can be used to monitor the rules and flag off exceptions. When there are multiple workflows running, it tends to slow down running of these processes. Also, it entirely depends on SAP portal for it to run efficiently.
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ServiceNow
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
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Pros
SAP
  • Virtual paper trail. Iterations of process and current documentation are all stored as "artifacts", leaving a great trail.
  • Configuration of users. BPM somewhat magically determines which users will be impacted and automates rules.
  • A pro (that is also a con) is the design interface. If you know what you are doing, it is incredibly powerful and malleable.
Read full review
ServiceNow
  • 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.
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Cons
SAP
  • Live readings would be nice.
  • Easier to maneuver
  • Work with all systems with the press of one keystroke
Read full review
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!
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Likelihood to Renew
SAP
As a big fan of SAP in general, the BPM solution fits right in with all the other things SAP does well, and does it with incredible efficiency
Read full review
ServiceNow
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.
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Usability
SAP
No answers on this topic
ServiceNow
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.
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Reliability and Availability
SAP
No answers on this topic
ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
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Performance
SAP
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
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Support Rating
SAP
We have our own tech support for systems, I would say they probably could use more training on it, I don't really think it's anything regarding the SAP system, but more the knowledge they have on the system itself. It seems to take longer for them to fix any issues we may come across.
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ServiceNow
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.
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Online Training
SAP
No answers on this topic
ServiceNow
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.
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Implementation Rating
SAP
No answers on this topic
ServiceNow
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.
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Alternatives Considered
SAP
I found the initial setup of NetWeaver is much simpler than other products especially in an SAP environment where we have SAP ERP/HRM/CRM as it can be well integrated with other SAP products. The only drawback is the need/dependency on SAP Portal. It is better suited in an environment where SAP ERP is running.
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ServiceNow
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.
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Scalability
SAP
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
SAP
  • Helped us harness integrated benefit from having SAP ERP/CRM by leveraging NetWeaver to define business processes/rules and monitor exceptions
  • Did not have any negative experience except for the fact that at times when multiple rules run, it can be somewhat slow
Read full review
ServiceNow
  • 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.
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