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Top Rated
376 Ratings

ServiceNow IT Service Management

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Top Rated
376 Ratings
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Score 8.1 out of 100
10 Ratings
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Score 5.9 out of 100

Likelihood to Recommend

ServiceNow IT Service Management

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Verint Enterprise Feedback Management

Verint is very well suited for the corporate enterprise market as it has sufficient granular permission controls, feature rich and scalable. Their pricing model is also very cost effective as it doesn't punish you for being successful (getting lots of submissions or responses). If you are considering Verint, you should ask very specific questions for functionality to make sure it is covered.
Ahmad Rahman | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ServiceNow IT Service Management
8.3
Verint Enterprise Feedback Management
Organize and prioritize service tickets
ServiceNow IT Service Management
8.7
Verint Enterprise Feedback Management
Expert directory
ServiceNow IT Service Management
7.9
Verint Enterprise Feedback Management
Service restoration
ServiceNow IT Service Management
7.7
Verint Enterprise Feedback Management
Self-service tools
ServiceNow IT Service Management
8.1
Verint Enterprise Feedback Management
Subscription-based notifications
ServiceNow IT Service Management
8.2
Verint Enterprise Feedback Management
ITSM collaboration and documentation
ServiceNow IT Service Management
8.7
Verint Enterprise Feedback Management
ITSM reports and dashboards
ServiceNow IT Service Management
8.6
Verint Enterprise Feedback Management

ITSM asset management

ServiceNow IT Service Management
7.9
Verint Enterprise Feedback Management
Configuration mangement
ServiceNow IT Service Management
8.1
Verint Enterprise Feedback Management
Asset management dashboard
ServiceNow IT Service Management
7.9
Verint Enterprise Feedback Management
Policy and contract enforcement
ServiceNow IT Service Management
7.6
Verint Enterprise Feedback Management

Change management

ServiceNow IT Service Management
8.6
Verint Enterprise Feedback Management
Change requests repository
ServiceNow IT Service Management
8.7
Verint Enterprise Feedback Management
Change calendar
ServiceNow IT Service Management
8.6
Verint Enterprise Feedback Management
Service-level management
ServiceNow IT Service Management
8.5
Verint Enterprise Feedback Management

Pros

ServiceNow IT Service Management

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Verint Enterprise Feedback Management

  • Scalable: no issues with volume for sending out emails nor reporting.
  • Feature Rich: very well equipped.
  • Support: excellent knowledge base and even better live support
  • Pricing: very cost effective pricing models
Ahmad Rahman | TrustRadius Reviewer

Cons

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

Verint Enterprise Feedback Management

  • Admin User interface: feels a bit dated, though functionally it works well.
  • Reporting: Lots of options, but could use some design improvements to "prettify" the reporting
Ahmad Rahman | TrustRadius Reviewer

Likelihood to Renew

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

Verint Enterprise Feedback Management

Verint Enterprise Feedback Management 10.0
Based on 1 answer
Stable, competitive, reliable, cost effective and exceeds our needs. Great vendor/customer relationship. Most importantly, amazing support.
Ahmad Rahman | TrustRadius Reviewer

Usability

ServiceNow IT Service Management

ServiceNow IT Service Management 7.2
Based on 9 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

Verint Enterprise Feedback Management

Verint Enterprise Feedback Management 7.0
Based on 1 answer
Overall usability is easy and while I have been using it for years and used to it, new users seem to be able to create surveys without any training or hand holding. Simply create a login and they can figure it out themselves quickly because of the intuitive nature of the layout.Verint could use to improve or update the user interface as it seems very dated visually.
Ahmad Rahman | TrustRadius Reviewer

Reliability and Availability

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

Verint Enterprise Feedback Management

No score
No answers yet
No answers on this topic

Performance

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

Verint Enterprise Feedback Management

No score
No answers yet
No answers on this topic

Support Rating

ServiceNow IT Service Management

ServiceNow IT Service Management 8.1
Based on 38 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

Verint Enterprise Feedback Management

Verint Enterprise Feedback Management 10.0
Based on 1 answer
Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.
Ahmad Rahman | TrustRadius Reviewer

Online Training

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

Verint Enterprise Feedback Management

No score
No answers yet
No answers on this topic

Implementation Rating

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

Verint Enterprise Feedback Management

No score
No answers yet
No answers on this topic

Alternatives Considered

ServiceNow IT Service Management

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Verint Enterprise Feedback Management

No answers on this topic

Scalability

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Verint Enterprise Feedback Management

No score
No answers yet
No answers on this topic

Return on Investment

ServiceNow IT Service Management

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Verint Enterprise Feedback Management

  • Deeper customer relationships
  • Insights into customer desires
  • "Free" customer feedback
Ahmad Rahman | TrustRadius Reviewer

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

Verint Enterprise Feedback Management

General

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

Verint Enterprise Feedback Management Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

ServiceNow IT Service Management
8.1
Verint Enterprise Feedback Management
10.0

Likelihood to Renew

ServiceNow IT Service Management
10.0
Verint Enterprise Feedback Management
10.0

Usability

ServiceNow IT Service Management
7.2
Verint Enterprise Feedback Management
7.0

Reliability and Availability

ServiceNow IT Service Management
10.0
Verint Enterprise Feedback Management

Performance

ServiceNow IT Service Management
9.0
Verint Enterprise Feedback Management

Support Rating

ServiceNow IT Service Management
8.1
Verint Enterprise Feedback Management
10.0

Online Training

ServiceNow IT Service Management
1.0
Verint Enterprise Feedback Management

Implementation Rating

ServiceNow IT Service Management
10.0
Verint Enterprise Feedback Management

Scalability

ServiceNow IT Service Management
10.0
Verint Enterprise Feedback Management

Add comparison