What users are saying about
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398 Ratings
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Top Rated
536 Ratings

ServiceNow IT Service Management

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398 Ratings
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Score 8.2 out of 100

Workfront

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Top Rated
536 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

ServiceNow IT Service Management

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.
Jessica Rich | TrustRadius Reviewer

Workfront

A specific example is Heart Month at BJC HealthCare. There were marketing materials, media stories, patient testimonials and events. Using Workfront allowed everyone to keep the list of projects straight. Team members could log their specific projects and provide updates, and tag specific colleagues who might want to utilize their materials or at least be "in the know" about the project.Less appropriate - a specific media story. This is a bulk of my work. Oftentimes media stories pop up quickly and are resolved quickly - and stopping to track in Workfront is a cumbersome task, especially when other colleagues will not be involved. However, it has proved to be useful in tracking for the media relations team specifically.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ServiceNow IT Service Management
8.0
Workfront
Organize and prioritize service tickets
ServiceNow IT Service Management
8.6
Workfront
Expert directory
ServiceNow IT Service Management
7.8
Workfront
Service restoration
ServiceNow IT Service Management
7.5
Workfront
Self-service tools
ServiceNow IT Service Management
7.5
Workfront
Subscription-based notifications
ServiceNow IT Service Management
8.1
Workfront
ITSM collaboration and documentation
ServiceNow IT Service Management
8.3
Workfront
ITSM reports and dashboards
ServiceNow IT Service Management
8.2
Workfront

ITSM asset management

ServiceNow IT Service Management
7.7
Workfront
Configuration mangement
ServiceNow IT Service Management
7.9
Workfront
Asset management dashboard
ServiceNow IT Service Management
7.7
Workfront
Policy and contract enforcement
ServiceNow IT Service Management
7.4
Workfront

Change management

ServiceNow IT Service Management
8.2
Workfront
Change requests repository
ServiceNow IT Service Management
8.3
Workfront
Change calendar
ServiceNow IT Service Management
8.0
Workfront
Service-level management
ServiceNow IT Service Management
8.2
Workfront

Project Management

ServiceNow IT Service Management
Workfront
7.9
Task Management
ServiceNow IT Service Management
Workfront
8.9
Resource Management
ServiceNow IT Service Management
Workfront
8.2
Gantt Charts
ServiceNow IT Service Management
Workfront
7.1
Scheduling
ServiceNow IT Service Management
Workfront
7.6
Workflow Automation
ServiceNow IT Service Management
Workfront
7.6
Team Collaboration
ServiceNow IT Service Management
Workfront
8.6
Support for Agile Methodology
ServiceNow IT Service Management
Workfront
7.3
Support for Waterfall Methodology
ServiceNow IT Service Management
Workfront
8.0
Document Management
ServiceNow IT Service Management
Workfront
8.4
Email integration
ServiceNow IT Service Management
Workfront
8.1
Mobile Access
ServiceNow IT Service Management
Workfront
7.1
Timesheet Tracking
ServiceNow IT Service Management
Workfront
8.2
Change request and Case Management
ServiceNow IT Service Management
Workfront
7.8
Budget and Expense Management
ServiceNow IT Service Management
Workfront
7.4

Professional Services Automation

ServiceNow IT Service Management
Workfront
8.1
Quotes/estimates
ServiceNow IT Service Management
Workfront
8.1
Invoicing
ServiceNow IT Service Management
Workfront
8.3
Project & financial reporting
ServiceNow IT Service Management
Workfront
7.8
Integration with accounting software
ServiceNow IT Service Management
Workfront
8.1

Pros

ServiceNow IT Service Management

  • 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.
Dr Gardiner Jones | TrustRadius Reviewer

Workfront

  • Its main feature is to help in assigning projects to team members and setting a design in quite a few clicks.
  • The calendar feature is the most promising function of Workfront as the tasks are mentioned on the dates which helps in remembering the task due date.
  • It helps in rememb[ering] tasks and notify[ing] the progress of completion of work along with notifying if the task [is] overdue.
  • Reasonable price.
Stefan Hart | 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

Workfront

  • If agencies do not follow its' intended use, the platform can be overkill in features and complicated to use
  • There are too many options for notifications to users and many of them do not fall into the "just right" category
  • If Project Managers are not using the system as intended, run/timing reports are not accurate and makes it challenging to go back and make updates for the team and run reports for leadership.
Casey Gold | 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

Workfront

Workfront 9.0
Based on 60 answers
All that I've said already is why. I suppose the clearest way to say it is that at this point? I cannot imagine running the 300+ active projects in eMarketing without AtTask; it simply wouldn't be possible and even more; I wouldn't imagine why we'd try to find an alternative tool when we have one meeting our needs.
Adam Messano | TrustRadius Reviewer

Usability

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 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

Workfront

Workfront 8.0
Based on 17 answers
I gave a rating of 10 on overall usability because Workfront is cloud based and very easy to use. Workfront also provides collaboration on projects which is critical to a projects success. The tool gives everyone high level visibility in their projects down to the smallest detail. Wonderful project management system, allows you to cut down on emails, meetings and no more spreadsheets for tracking your projects.
Maryland Tracy | 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

Workfront

Workfront 9.1
Based on 17 answers
Maintenance is required, but usually after work hours, Some days the proofing tool function is not operational, but this is a new function of the tool that WF is working out. the kinks on. Chrome is the best browser to use the system in and we find Firefox and Explorer lose some view functionality - Gantt Chart, Resource Grid
Anonymous | TrustRadius Reviewer

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

Workfront

Workfront 9.1
Based on 7 answers
Workfront's performance has been very good. Everything always feels very fast and snappy in my experience. We have integrated it with custom scripts to create folder structure for media managing our projects. It works very well.
Anonymous | TrustRadius Reviewer

Support Rating

ServiceNow IT Service Management

ServiceNow IT Service Management 8.1
Based on 40 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

Workfront

Workfront 7.8
Based on 22 answers
It would be nice if the support forms were more dynamic so you could add more information to the support ticket when you enter it to reduce back and forth with the support team member. Also communication on escalated tickets isn't always great. It's gotten better over the years but still needs improvement. Other than that, initial response on support tickets is really quick and the people I've dealt with have always been very professional.
Mike Tompkins | TrustRadius Reviewer

In-Person Training

ServiceNow IT Service Management

No score
No answers yet
No answers on this topic

Workfront

Workfront 5.0
Based on 1 answer
It was from my boss, not a rep from AtTask.
Anonymous | 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

Workfront

Workfront 8.9
Based on 4 answers
The training is very easy to use and you can simply choose the topics included in the course(s) that are most important to your training needs. After each training course, you are tested on what you have learned. If you need a refresher course, they provide Course Catalogs as well as instructor-led courses & workshops.
Maryland Tracy | TrustRadius Reviewer

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

Workfront

Workfront 8.3
Based on 20 answers
Most people learn as you go, a lot of this stuff requires trial and error throughout so my suggestion is to provide as much information in the upfront and keep it as simple as possible. You can add other tools and features as you go but everyone should have the basics down so no bad habits can start to develop. Be persistent with everyone, and don't be afraid to correct and talk through steps again so everyone is on the same page
Anonymous | TrustRadius Reviewer

Alternatives Considered

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

Workfront

Jira is mostly used as a bug locking tool or to track any new development for any specific region/EPIC. But Workfront has a lot of other features which are beneficial in project management. I still consider Jira and Workfront my top two options for project management and believe both have some of the other useful features which are required to manage any team.
Anonymous | TrustRadius Reviewer

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

Workfront

Workfront 8.2
Based on 3 answers
Our organization has thousands of users that use Workfront and it seems to hold up very well. I have not encountered any issues using it and I think it makes it very easy for multiple people to be involved in a project and keep things organized and clear for everyone involved.
Anonymous | TrustRadius Reviewer

Return on Investment

ServiceNow IT Service Management

  • 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.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Workfront

  • I'll admit... they sort of had to drag me kicking and screaming into using Workfront. I feared that it was going to be one of those things where it took more time to document/track what you're doing than it took to actually do it. Fortunately that turned out not to be the case. We've found a good balance between tracking things and not having to "feed the beast" all the time.
  • Workfront has absolutely changed the way my team works from a process standpoint. Previously, there was no way for us to quantify creative work, evaluate workloads of the creative staff or effectively capture the back and forth that accompanies a creative project. Workfront has solved all of these for us and more.
Pricillar Nyokabi | TrustRadius Reviewer

Screenshots

ServiceNow IT Service Management

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

Workfront

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Workfront Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

ServiceNow IT Service Management
8.2
Workfront
8.4

Likelihood to Renew

ServiceNow IT Service Management
10.0
Workfront
9.0

Usability

ServiceNow IT Service Management
6.5
Workfront
8.0

Reliability and Availability

ServiceNow IT Service Management
10.0
Workfront
9.1

Performance

ServiceNow IT Service Management
9.0
Workfront
9.1

Support Rating

ServiceNow IT Service Management
8.1
Workfront
7.8

In-Person Training

ServiceNow IT Service Management
Workfront
5.0

Online Training

ServiceNow IT Service Management
1.0
Workfront
8.9

Implementation Rating

ServiceNow IT Service Management
10.0
Workfront
8.3

Scalability

ServiceNow IT Service Management
10.0
Workfront
8.2

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