ServiceNow IT Service Management vs. Workday Adaptive Planning

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow IT Service Management
Score 8.2 out of 10
N/A
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.N/A
Workday Adaptive Planning
Score 7.6 out of 10
Mid-Size Companies (51-1,000 employees)
Workday Adaptive Planning streamlines planning workflows, using AI and real-time data integration to improve collaboration and provide predictive forecasts for better strategic analysis.N/A
Pricing
ServiceNow IT Service ManagementWorkday Adaptive Planning
Editions & Modules
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
No answers on this topic
Offerings
Pricing Offerings
ServiceNow IT Service ManagementWorkday Adaptive Planning
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsITSM 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.
More Pricing Information
Community Pulse
ServiceNow IT Service ManagementWorkday Adaptive Planning
Features
ServiceNow IT Service ManagementWorkday Adaptive Planning
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow IT Service Management
8.4
80 Ratings
2% above category average
Workday Adaptive Planning
-
Ratings
Organize and prioritize service tickets9.179 Ratings00 Ratings
Expert directory8.062 Ratings00 Ratings
Service restoration8.265 Ratings00 Ratings
Self-service tools8.377 Ratings00 Ratings
Subscription-based notifications8.474 Ratings00 Ratings
ITSM collaboration and documentation8.371 Ratings00 Ratings
ITSM reports and dashboards8.474 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ServiceNow IT Service Management
8.2
72 Ratings
1% below category average
Workday Adaptive Planning
-
Ratings
Configuration mangement8.171 Ratings00 Ratings
Asset management dashboard8.370 Ratings00 Ratings
Policy and contract enforcement8.362 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ServiceNow IT Service Management
8.7
73 Ratings
1% above category average
Workday Adaptive Planning
-
Ratings
Change requests repository8.573 Ratings00 Ratings
Change calendar8.767 Ratings00 Ratings
Service-level management8.769 Ratings00 Ratings
BI Standard Reporting
Comparison of BI Standard Reporting features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
9.3
1 Ratings
20% above category average
Pixel Perfect reports00 Ratings9.01 Ratings
Customizable dashboards00 Ratings10.01 Ratings
Report Formatting Templates00 Ratings9.01 Ratings
Ad-hoc Reporting
Comparison of Ad-hoc Reporting features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
8.0
1 Ratings
1% below category average
Drill-down analysis00 Ratings9.01 Ratings
Formatting capabilities00 Ratings7.01 Ratings
Integration with R or other statistical packages00 Ratings8.01 Ratings
Report sharing and collaboration00 Ratings8.01 Ratings
Report Output and Scheduling
Comparison of Report Output and Scheduling features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
8.0
1 Ratings
3% below category average
Publish to PDF00 Ratings8.01 Ratings
Report Versioning00 Ratings8.01 Ratings
Report Delivery Scheduling00 Ratings8.01 Ratings
Data Discovery and Visualization
Comparison of Data Discovery and Visualization features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
7.7
1 Ratings
0% below category average
Pre-built visualization formats (heatmaps, scatter plots etc.)00 Ratings7.01 Ratings
Location Analytics / Geographic Visualization00 Ratings8.01 Ratings
Predictive Analytics00 Ratings8.01 Ratings
Access Control and Security
Comparison of Access Control and Security features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
9.0
1 Ratings
4% above category average
Multi-User Support (named login)00 Ratings9.01 Ratings
Role-Based Security Model00 Ratings9.01 Ratings
Multiple Access Permission Levels (Create, Read, Delete)00 Ratings9.01 Ratings
Mobile Capabilities
Comparison of Mobile Capabilities features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
8.5
1 Ratings
11% above category average
Responsive Design for Web Access00 Ratings8.01 Ratings
Mobile Application00 Ratings8.01 Ratings
Dashboard / Report / Visualization Interactivity on Mobile00 Ratings10.01 Ratings
Budgeting, Planning, and Forecasting
Comparison of Budgeting, Planning, and Forecasting features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
8.7
191 Ratings
5% above category average
Long-term financial planning00 Ratings8.8177 Ratings
Financial budgeting00 Ratings9.2188 Ratings
Forecasting00 Ratings8.5183 Ratings
Scenario modeling00 Ratings7.6172 Ratings
Management reporting00 Ratings9.4188 Ratings
Consolidation and Close
Comparison of Consolidation and Close features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
6.9
156 Ratings
14% below category average
Financial data consolidation00 Ratings5.4118 Ratings
Journal entries and reports00 Ratings7.379 Ratings
Multi-currency management00 Ratings6.190 Ratings
Intercompany Eliminations00 Ratings6.370 Ratings
Minority Ownership00 Ratings5.141 Ratings
Local and consolidated reporting00 Ratings9.6104 Ratings
Detailed Audit Trails00 Ratings8.2131 Ratings
Financial Reporting and Compliance
Comparison of Financial Reporting and Compliance features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
7.9
179 Ratings
2% below category average
Financial Statement Reporting00 Ratings8.1158 Ratings
Management Reporting00 Ratings8.8174 Ratings
Excel-based Reporting00 Ratings8.1173 Ratings
Automated board and financial reporting00 Ratings8.8150 Ratings
XBRL support for regulatory filing00 Ratings5.731 Ratings
Analytics and Reporting
Comparison of Analytics and Reporting features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
8.2
148 Ratings
1% above category average
Personalized dashboards00 Ratings8.1130 Ratings
Color-coded scorecards00 Ratings9.0108 Ratings
KPIs00 Ratings8.4121 Ratings
Cost and profitability analysis00 Ratings7.8123 Ratings
Key Performance Indicator setting00 Ratings8.6105 Ratings
Benchmarking with external data00 Ratings6.972 Ratings
Integration
Comparison of Integration features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Workday Adaptive Planning
8.7
169 Ratings
4% above category average
Flat file integration00 Ratings8.5132 Ratings
Excel data integration00 Ratings8.9162 Ratings
Direct links to 3rd-party data sources00 Ratings8.6121 Ratings
Best Alternatives
ServiceNow IT Service ManagementWorkday Adaptive Planning
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
Centage
Centage
Score 9.4 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
OneStream
OneStream
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow IT Service ManagementWorkday Adaptive Planning
Likelihood to Recommend
9.4
(80 ratings)
8.3
(220 ratings)
Likelihood to Renew
9.0
(13 ratings)
8.6
(44 ratings)
Usability
9.0
(13 ratings)
8.3
(126 ratings)
Availability
10.0
(1 ratings)
7.3
(11 ratings)
Performance
9.0
(1 ratings)
9.1
(5 ratings)
Support Rating
7.3
(22 ratings)
8.2
(33 ratings)
In-Person Training
-
(0 ratings)
8.2
(2 ratings)
Online Training
1.0
(1 ratings)
7.3
(9 ratings)
Implementation Rating
10.0
(3 ratings)
8.6
(27 ratings)
Configurability
-
(0 ratings)
8.2
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.3
(1 ratings)
Ease of integration
-
(0 ratings)
7.4
(8 ratings)
Product Scalability
10.0
(1 ratings)
8.2
(12 ratings)
Professional Services
-
(0 ratings)
8.2
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.2
(4 ratings)
Vendor pre-sale
-
(0 ratings)
6.4
(4 ratings)
User Testimonials
ServiceNow IT Service ManagementWorkday Adaptive Planning
Likelihood to Recommend
ServiceNow
It is well suited for medium to large companies that require a tool to allow users to create IT requests, have a self-service portal, track the completion of such requests and have access to KPIs to understand the satisaction level of the requestors. It is not the best tool if you want to have a heavy personalized IT Service Management tool to cater to all your needs or when you want to have an easy way to search for past tickets using specific keywords.
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Workday
We're a mid-size organization working with a shoestring budget and an IT skeleton crew...not much room to dedicate resources to a platform like this fully. Having it SaaS based is helpful for system management through their Helpdesk system, and a single platform also helps streamline the knowledge needed by our developers when integrating other business aspects to Workday.
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Pros
ServiceNow
  • 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
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Workday
  • It helps create dynamic plans for finances, operations and various functional units in an organization all under one platform
  • It helps in scenario modeling to help analyze various business events and report by any number of business dimensions including channel, customer or product
  • It can be integrated with any system including ERP, BI or CRM
Read full review
Cons
ServiceNow
  • 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.
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Workday
  • Dashboards are not the best for graphs/charts. However, I have heard of companies using the dashboards for forecasting/budgeting. I would like to see Workday Adaptive Planning demonstrate this part of the feature.
  • Better security or locks to prevent deleting Actuals data - you are literally one click away from doing this.
  • On the web-based reports, better functionality when needing to reverse the sign in calculations - right now it is only available for revenue vs. expenses.
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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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Workday
For one we're in way too deep to not move forward with Adaptive. We're integrated with Workday, we do a ton of reporting with Adaptive, and it's working very well for planning and forecasting. No reason to look back or change course.
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Usability
ServiceNow
It has helped us a lot, and after some training and getting to know the product, we are quite comfortable with it and feel much more capable of understanding what's going on in our IT environment. The only reason it doesn't get a perfect score from me is that there is a learning curve for both end users and IT admins using ServiceNow. Once you customize the UI and remove unnecessary fields. You are left with a very clean product that does what it needs to and does it well.
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Workday
It is overwhelming at first, but once you really get to know it, you realize it is fairly simple and customizable, and then it has a lot more limitations than you first thought. Realizing those limitations and finding workarounds is when you know you've mastered the software.
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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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Workday
There haven't been any lately. The only one issue I can think of is when there was an update in Adaptive that altered our reports. Before I realized there was an issue, Adaptive reached out to let me know, so that it could be fixed.
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Performance
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
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Workday
All aspects of Adaptive Insights perform well. One area that I wish was quicker was integration. When importing data from Intacct our accounting ERP platform, it can sometimes take 4 hours for the import to process. The earlier imports are done, the quicker they complete. My estimate for a quick upload is about two hours.
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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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Workday
Whenever we have had any questions, issues, or concerns, the support has been quick and thorough. [This] allow[s] us to be able to fully resolve any issues, or be connected with the right group quickly to attain the result we were after; be it from simple formatting to adding new detailed reporting.
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In-Person Training
ServiceNow
No answers on this topic
Workday
This was extremely helpful so that they could walk you through the model and teach you more about the complexity of various areas. It is most helpful when it is specific to your organization's model. The larger in-person trainings were helpful but they tended to be more generic and entry level. The trainings that are more tailored to your specific needs are the most helpful.
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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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Workday
They often times tended to be way too generic or entry level. They would also become sales pitches to upgrade or get new Adaptive Planning products. The questions in the training would be very niche and specific to other organizations. They were rarely helpful to the group at large.
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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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Workday
Trust the expertise of very strong 3rd party implementers. Having deployed Adaptive at a separate company before, I thought I knew it all (hubris, I know). Fortunately, I began to (very quickly) trust the judgment of our Carlson implementation team, and they provided invaluable insights and best-in-class processes that have benefitted me and my team greatly.
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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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Workday
Workday became our choice because it is fully web-based and easily integrates with other systems. The learning curve for Workday was shorter than that of Dynamics. The reporting tools in Workday are more user-friendly than that of Dynamics. However Workday did not have Check Printing tools which are available in Dynamics. The organization started a project to digitize all financial transactions so it was not a priority feature. When it comes to scaling up the functionalities of Workday it was much easier than Dynamics.
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Contract Terms and Pricing Model
ServiceNow
No answers on this topic
Workday
Good read only seat access
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Scalability
ServiceNow
ServiceNow works as an enterprise solution.
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Workday
We went from 2 users to 70+ users over a 2 year period of time. The application scaled wonderfully. 65 of those users were non-finance users so they were able to quickly learn the software and prepare budgets quickly and efficiently. That is the power of Adaptive and its ability to scale
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Professional Services
ServiceNow
No answers on this topic
Workday
This is now available in house at Workday which is convenient.
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Return on Investment
ServiceNow
  • 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.
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Workday
  • It's facilitated a better financial literacy and management by the non-financial managers in the company, giving them a much better ability to see what they're spending, control it, and plan better in the future.
  • It's hard to quantify the ease of model and version management, but we could never do what we're doing now with our current staff. It would take a small army to replicate anything close to what Adaptive pulls off using Excel, if it's even possible.
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ScreenShots

ServiceNow IT Service Management Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

Workday Adaptive Planning Screenshots

Screenshot of Screenshot of the AI Predictive ForecasterScreenshot of the dashboard