ServiceNow IT Service Management vs. Snow License Manager

In terms of reporting, it has helped us a lot. Very easy to find an audit trail of who did what, when, and how long. It used to take us too long to figure out what was going wrong, and now we have clear monitoring on everything. The splitting of our smaller IT team into a larger one with 2 teams was also made easier with the auto-assignment, categorization, and escalation features. Approval processes take less time now. We have clear permissions set up for the manager and both teams.

Incentivized

I have said at a number of events that I have attended, where other suppliers have shown their latest and greatest new thing, it is the fundamentals that need to work, and need to work well, and this is what Snow License Manager does. It does not take a team of 100 staff to get the tool working or to keep the tool functioning, it works and is stable out of the box. We have learnt that putting the right processes in at the start means that Snow License Manager can do what it has been designed to do and what we have paid for it to do. Audits from vendors now days are relatively simple actions, with the Snow License Manager doing it's job we can quickly run a report and know exactly what our position is and then act accordingly, quick, simple and accurate data at your finger tips, as long as you put the work in to enter the license details etc. If Snow License Manager could invent a robot to go around the business and find all these bits of paper for us then that would be perfect.

Incentivized

• Integration
• Good search capabilities. Applications are created within CMDB and we can search for the app to see the changes, incidents and problems created
• Reporting. Great store of MIS reports and will let you to create custom reports
• Visual Task Boards - use it as Kanban boards

• SLM finds installations of software reliably.
• SLM determines the usage of applications, web apps, and the users who employ them.
• SLM Reports help management determine current and future application usage.
• SLM notifies when forbidden programs are installed.
• SLM provides complete license management.

Incentivized

• 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.

Incentivized

• Recognition of licensed plugins running in another application's executable is missing
• There is inconsistent use of Wildcards like "%" across search fields in the SLM and SMACC
• The search "filter" called "Also include not installed/used" is necessary to see not installed/used applications.

Incentivized

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.

Snow License Manager is an integrated part of our Licensing Compliance software solution. It does help us manage current license needs and actual license usage, as well as inventory shadow IT usage. The nice side effect of being able to see hardware specifications and keeping track of hardware usage by users is a bonus!

Incentivized

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.

We currently have the on-premise solution, which is very good indeed. If we were starting working with Snow now, we'd probably select the Atlas (SaaS) managed platform. This would reduce/remove work required to keep the Snow servers up-to-date with Windows and software updates.

Incentivized

We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.

Incentivized

Never had issues in this area. Always up and running

Incentivized

For a massive system, page loads are reasonably quick, including searches.

Incentivized

It took some growing pains and SNOW fixed performance issues for their product, but never had any issue with it

Incentivized

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.

Incentivized

Is is easy to find information on their support site or to enter a support ticket. The response times are usually under a day and they don't hesitate to get into direct contact with you to solve the current issue.

Incentivized

Love it, and I got to go to Sweden

Incentivized

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.

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.

Incentivized

It went well, we took out time and verified each step as we went

Incentivized

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.

Incentivized

The deciding factor for the decision makers was the combination of license management and utilization statistics. Our desktop people wanted the utilization and reporting to be very granular and close to real time. Snow was purchased because they promoted their real time utilization in addition to the license management, alerting and reporting. To my knowledge, only Snow was given a proof of concept before the decision was made.

Incentivized

ServiceNow works as an enterprise solution.

Incentivized

Not quite sure I understand the deployment question. We deployed company wide

Incentivized

Worked great and accomplished the goals

Incentivized

• We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
• The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
• The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.

Incentivized

• Allowed for reducing licenses/cost at renewal or true-up time
• Shows us new software in our environment so we can get it removed or purchase appropriate licensing to avoid compliance issues
• Shows up blacklisted software when it appears in our environment allowing us to get it removed to avoid security issues

Incentivized