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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UKG Ready
Score 8.2 out of 10
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The UKG Ready® software suite is a centralized HCM solution designed for small to mid-sized businesses. It automates and streamlines HR, payroll, benefits, time, talent, and scheduling processes. UKG Ready's suite of tools offer actionable insights while helping to ensure compliance. Using AI, it draws on work, people, and culture data to boost efficiency and productivity. For example, UKG Ready streamlines core HR functions by centralizing…
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Pricing
ServiceNow IT Service Management
UKG Ready
Editions & Modules
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
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Offerings
Pricing Offerings
ServiceNow IT Service Management
UKG Ready
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
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.
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.
There’s not much for me to share here other than multiple mobile apps for employees to download for different functions. We have the learning function activated and employees had to download a second mobile app (HCMToGo Learning) to be able to access the Learning portal on the go. Concerned that if we continue to add more functionality, there will be more apps to download.
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.
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!
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.
We plan to renew our support and use of UKG Ready each year unless it becomes unavailable or the district seeks another vendor. As of now, there are no plans to changes vendors. The district staff is now familiar with using UKG. Another vendor will need to meet the same expectations we have come to enjoy with using UKG
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.
The few challenges we have encountered have been with creating reports for the organization, managing performance goals and creating service tickets for urgent matters. Overall we have found UKG Ready to be super helpful and it has streamlined many of our HR processes for us but there could be some improvements on the items listed
The system seems very stable. Being hosted in the cloud, we are vulnerable to internet speeds and busy times. The system has been down a couple times over the 3 months we have been live, but Kronos resolved the issues very quickly. To have access from a desktop, tablet, time clock, or phone app is one of the best features....users have almost NO REASON they can't clock in.
We were always told that Kronos was the best, but there are reports that we got out of ADP and other payroll providers that we cannot get out of Kronos. One example is a report of Productive/Non-productive hours by department. We also need the dollar amount associated with the hours. This is information that is required on our cost report and we were told that that report is unavailable. It is very frustrating when I can't get what I need.
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.
If I was only rating support itself that would be a 10. Every support case I have entered has been addressed efficiently and with the desired result. On the implementation and transition to support there were multiple issues that those doing the implementation or transition could not answer or workflows and various settings left undone only to be discovered later. We implemented 3 different modules and the expertise we got for each one varied widely.
Our in-person training was a hybrid. Live online training with an instructor. They were very knowledgeable of the product & the area they were training on. I asked several specific questions and if they didn't know the answer immediately they followed up after class.
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.
Pretty good online training, you have many how to options and can watch them several times. It can be hard at times to dig through the amount of data online but can usually find what you are looking for. Also you can download documentation for setting up the profiles and policies.
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.
Make sure the people who are doing the build have extensive knowledge on employment law and asking the right questions. I would bet that the people who helped with our builds did not read any of our employment contracts or ordinances; and when I asked questions about how other companies handled certain basic dictates from federal employment laws, they didn't have any idea what FMLA, FLSA, etc were.
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.
We currently use Paycom and are extremely dissatisfied with the lack of functionality and poor customer service. Rippling and ADP were other vendors we evaluated who performed well and offer a lot of functionality but we decided UKG was the best fit for our needs now and to scale with our strategic growth plans.
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.
This is basic, but we finally know how many employees we have! It sounds ridiculous, but prior to UKG Ready we were on a payroll system that's reports were only as accurate as the last payroll cycle, so they were always 2 weeks behind and static. UKG Ready allows for realtime, daily reporting of information.
We are able to get salary data for our various locations to be able to compare them to each other, as well as across our "competitors" and external competition.
The data provided allows us to be able to understand the trends at individual locations including attrition, advancement, raise information, and other data points that we haven't historically done comparisons on
We can see the demographic and geographical information for our employees and the benefits that they elect
