ServiceNow IT Service Management vs. VMware Cloud Director

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow IT Service Management
Score 8.5 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
VMware Cloud Director
Score 9.9 out of 10
N/A
VMware Cloud Director (formerly vCloud Director) is a cloud service-delivery platform used by cloud providers to operate and manage cloud-service businesses. The vendor states that by using VMware Cloud Director, cloud providers deliver secure, efficient, and elastic cloud resources to thousands of enterprises and IT teams across the world.N/A
Pricing
ServiceNow IT Service ManagementVMware Cloud Director
Editions & Modules
Starting Price
$10,000.00
per year
No answers on this topic
Offerings
Pricing Offerings
ServiceNow IT Service ManagementVMware Cloud Director
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
ServiceNow IT Service ManagementVMware Cloud Director
Top Pros
Top Cons
Features
ServiceNow IT Service ManagementVMware Cloud Director
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow IT Service Management
8.2
67 Ratings
0% below category average
VMware Cloud Director
-
Ratings
Organize and prioritize service tickets8.866 Ratings00 Ratings
Expert directory7.650 Ratings00 Ratings
Service restoration7.655 Ratings00 Ratings
Self-service tools9.064 Ratings00 Ratings
Subscription-based notifications7.662 Ratings00 Ratings
ITSM collaboration and documentation8.359 Ratings00 Ratings
ITSM reports and dashboards8.861 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
VMware Cloud Director
-
Ratings
Configuration mangement8.259 Ratings00 Ratings
Asset management dashboard8.658 Ratings00 Ratings
Policy and contract enforcement8.752 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ServiceNow IT Service Management
7.9
61 Ratings
6% below category average
VMware Cloud Director
-
Ratings
Change requests repository7.461 Ratings00 Ratings
Change calendar7.255 Ratings00 Ratings
Service-level management9.157 Ratings00 Ratings
Best Alternatives
ServiceNow IT Service ManagementVMware Cloud Director
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10

No answers on this topic

Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10

No answers on this topic

Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow IT Service ManagementVMware Cloud Director
Likelihood to Recommend
8.2
(78 ratings)
10.0
(4 ratings)
Likelihood to Renew
9.0
(13 ratings)
-
(0 ratings)
Usability
6.3
(11 ratings)
-
(0 ratings)
Availability
10.0
(1 ratings)
-
(0 ratings)
Performance
9.0
(1 ratings)
-
(0 ratings)
Support Rating
7.3
(22 ratings)
-
(0 ratings)
Online Training
1.0
(1 ratings)
-
(0 ratings)
Implementation Rating
10.0
(3 ratings)
-
(0 ratings)
Product Scalability
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
ServiceNow IT Service ManagementVMware Cloud Director
Likelihood to Recommend
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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VMware by Broadcom
If you have a lot of customers that all need to have a separate place to work in, without the possibility of getting in each other way, and you want to safe yourself a lot of work. Than I strongly recommend you Cloud director. Ofcourse, only if you have a VMware environment as your working environment. If you just have a small group of customers and you can easily handle the work that's coming from it, then it is overkill to add cloud director to your environment. In a later station, you can always introduce cloud director (so tis never to late if you still want to use it)
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Pros
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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VMware by Broadcom
  • Building virtual racks
  • Managing the customers' network and security
  • Simplicity but the completeness of IaaS solution
  • Integration with major software providers
Read full review
Cons
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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VMware by Broadcom
  • The add-on/extension required on the internet browser sometimes are difficult to get working at first. We've experience instances where the add-on/extension latest versions will not work and have to downgrade to an older version.
  • The server console lacks features and tools. For example it would be useful to have a copy and paste tool or a file upload tool.
  • The vCloud Director management site uses Adobe Flash, which makes it impossible to use on a mobile device.
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Likelihood to Renew
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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VMware by Broadcom
No answers on this topic
Usability
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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VMware by Broadcom
No answers on this topic
Reliability and Availability
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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VMware by Broadcom
No answers on this topic
Performance
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
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VMware by Broadcom
No answers on this topic
Support Rating
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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VMware by Broadcom
No answers on this topic
Online Training
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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VMware by Broadcom
No answers on this topic
Implementation Rating
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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VMware by Broadcom
No answers on this topic
Alternatives Considered
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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VMware by Broadcom
vCloud Director is definitely my favorite as far as cloud managers. The only thing that compares is Cisco UCS Director, but it has slightly different functionality and purpose. I understand why a lot of clients still go with vCloud Director even though VMware intends to sunset it
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Scalability
ServiceNow
ServiceNow works as an enterprise solution.
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VMware by Broadcom
No answers on this topic
Return on Investment
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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VMware by Broadcom
  • Saves a lot of time, and time is money
  • Stable, so little to non downtime
  • With P1 , good support
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ScreenShots