What users are saying about
375 Ratings
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416 Ratings
375 Ratings
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Score 8.6 out of 100

ServiceNow IT Service Management

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416 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

SAP ERP

In the on-premise world of things, it ruled the world. The ease with which it can be customized and the language support it provides is simply amazing. Their landscape and transport management is brilliant. It saves millions of dollars for huge enterprises. I only wish that their support model can be enhanced further.
Anonymous | 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

Payroll Management

SAP ERP
8.5
ServiceNow IT Service Management
Pay calculation
SAP ERP
5.0
ServiceNow IT Service Management
Benefit plan administration
SAP ERP
9.5
ServiceNow IT Service Management
Direct deposit files
SAP ERP
9.4
ServiceNow IT Service Management
Salary revision and increment management
SAP ERP
9.4
ServiceNow IT Service Management
Reimbursement management
SAP ERP
9.1
ServiceNow IT Service Management

Customization

SAP ERP
8.3
ServiceNow IT Service Management
API for custom integration
SAP ERP
8.4
ServiceNow IT Service Management
Plug-ins
SAP ERP
8.2
ServiceNow IT Service Management

Security

SAP ERP
9.4
ServiceNow IT Service Management
Single sign-on capability
SAP ERP
9.5
ServiceNow IT Service Management
Role-based user permissions
SAP ERP
9.4
ServiceNow IT Service Management

Reporting & Analytics

SAP ERP
8.2
ServiceNow IT Service Management
Dashboards
SAP ERP
7.9
ServiceNow IT Service Management
Standard reports
SAP ERP
8.0
ServiceNow IT Service Management
Custom reports
SAP ERP
8.7
ServiceNow IT Service Management

General Ledger and Configurable Accounting

SAP ERP
8.5
ServiceNow IT Service Management
Accounts payable
SAP ERP
9.0
ServiceNow IT Service Management
Accounts receivable
SAP ERP
9.0
ServiceNow IT Service Management

Inventory Management

SAP ERP
8.9
ServiceNow IT Service Management
Inventory tracking
SAP ERP
9.4
ServiceNow IT Service Management
Automatic reordering
SAP ERP
8.7
ServiceNow IT Service Management
Location management
SAP ERP
8.4
ServiceNow IT Service Management
Manufacturing module
SAP ERP
9.2
ServiceNow IT Service Management

Order Management

SAP ERP
8.5
ServiceNow IT Service Management
Pricing
SAP ERP
8.5
ServiceNow IT Service Management
Order entry
SAP ERP
8.9
ServiceNow IT Service Management
Credit card processing
SAP ERP
7.7
ServiceNow IT Service Management
Cost of goods sold
SAP ERP
8.8
ServiceNow IT Service Management

Incident and problem management

SAP ERP
ServiceNow IT Service Management
7.9
Organize and prioritize service tickets
SAP ERP
ServiceNow IT Service Management
8.6
Expert directory
SAP ERP
ServiceNow IT Service Management
7.8
Service restoration
SAP ERP
ServiceNow IT Service Management
7.5
Self-service tools
SAP ERP
ServiceNow IT Service Management
7.3
Subscription-based notifications
SAP ERP
ServiceNow IT Service Management
8.0
ITSM collaboration and documentation
SAP ERP
ServiceNow IT Service Management
8.1
ITSM reports and dashboards
SAP ERP
ServiceNow IT Service Management
8.0

ITSM asset management

SAP ERP
ServiceNow IT Service Management
7.6
Configuration mangement
SAP ERP
ServiceNow IT Service Management
7.8
Asset management dashboard
SAP ERP
ServiceNow IT Service Management
7.7
Policy and contract enforcement
SAP ERP
ServiceNow IT Service Management
7.4

Change management

SAP ERP
ServiceNow IT Service Management
8.0
Change requests repository
SAP ERP
ServiceNow IT Service Management
8.2
Change calendar
SAP ERP
ServiceNow IT Service Management
7.8
Service-level management
SAP ERP
ServiceNow IT Service Management
8.0

Pros

SAP ERP

  • Organizational resource management and integration of different departments with each other as a software automation
  • We have Access to all insights and analytics data from anywhere
  • It doesn't matter how big your organization is, it supports everything from small companies to giant high-tech organizations, and they all have access to data at very high speeds.
  • If you use the web and cloud version, the initial costs will be greatly reduced and even a small start-up small company can enjoy the benefits of SAP ERP.
Ali Kazempour | 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

SAP ERP

  • SAP sometimes gets slow whenever most of the people in the company simultaneously use it
  • Hopefully they would extend background job processing to all tables in SAP since it sometimes goes time out whenever extracting large historical data (ex. 5 years expense data)
Brandon Macapelit, CISA | 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

SAP ERP

SAP ERP 8.6
Based on 4 answers
The cost of SAP as an ERP is quite high and the switching costs associated with ERP systems are even higher. That being said moving from one ERP to another only happens once in a great while for large organizations. Those switching costs include retraining, IT hardware requirements, outside consultants and more
Todd Bellamy | 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

SAP ERP

SAP ERP 9.4
Based on 6 answers
SAP ERP is highly efficient with handling both large and complex organizations and it has the ability to handle different departments within the company and the data security is fool proof. It also automatically enables the data to be available between different modules such as SD and MM or HCM or IM and QM so users do not have to use multiple applications to run their everyday business.
Harminder Chahal | TrustRadius Reviewer

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

SAP ERP

SAP ERP 10.0
Based on 1 answer
No answer on this topic is available.

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

SAP ERP

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

SAP ERP

SAP ERP 9.0
Based on 6 answers
Well, I've had several scenarios where it was evident that they simply buy time. At the same time, their Product Support and Implementation teams are most likely not in sync. What's said by a member of implementation may not hold good when you refer the same thing with a member of the support team.
Anonymous | TrustRadius Reviewer

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

SAP ERP

No score
No answers yet
No answers on this topic

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

SAP ERP

SAP ERP 3.0
Based on 1 answer
No answer on this topic is available.

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

SAP ERP

SAP is totally integrated as are many of its greatest competitors, but the level of detail in the integration between modules puts SAP heads and shoulders above all others. Granted, the SAP implementation can be much more difficult to perform, but in the long run, the amount of effort you put in will result in excellent usability. After using Oracle's E-Business Suite for over 20 years, we did a due diligence search that lasted over 18 months before making a decision to go with SAP. This was a result of our Oracle system being made "un-upgradeable" due to a custom module that Oracle Consulting actually built for us. We were stuck in an old version of their database that would not work upon patching to the next version.
John Mota | 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

SAP ERP

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

SAP ERP

  • SAP has helped in transparency across different business unit and single financial view of the company that previously did not exist.
  • The cost of supporting the solution is slightly higher than the previous ERP and the consulting solutions cost more.
  • Overall SAP has brought in positive ROI and uniform business practices across the organization
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

SAP ERP

General

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

SAP ERP 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

SAP ERP
9.2
ServiceNow IT Service Management
8.4

Likelihood to Renew

SAP ERP
8.6
ServiceNow IT Service Management
10.0

Usability

SAP ERP
9.4
ServiceNow IT Service Management
6.5

Reliability and Availability

SAP ERP
10.0
ServiceNow IT Service Management
10.0

Performance

SAP ERP
ServiceNow IT Service Management
9.0

Support Rating

SAP ERP
9.0
ServiceNow IT Service Management
7.9

Online Training

SAP ERP
ServiceNow IT Service Management
1.0

Implementation Rating

SAP ERP
3.0
ServiceNow IT Service Management
10.0

Scalability

SAP ERP
ServiceNow IT Service Management
10.0

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