ServiceNow IT Service Management vs. Workzone

We found that ServiceNow's ITSM product is overall a great product to use in all areas of IT. Whether it be Security, Infrastructure, or Networking, nothing is too complicated to bring into ServiceNow for processing. Being able to use flows to automate task creation and auto assign has helped to fill process gaps that existed with our previous product.

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Workzone eliminates confusion and ensures that the team uses the latest version of files by organizing these files and adding version numbers as files are being revised. The team can share these files with other team members or with clients and even set file permissions to ensure individuals get access to those files that are only appropriate to them and avoid confidential information getting into the wrong hands. The system notifies the users of the progress of their tasks, comments or calendar events through alerts.

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• 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

• WorkZone is good at basic project management like scheduling and time management.
• The software can be set to send you a daily email with the list of the tasks that you need to get done for that day.
• Workzone allows the admin for the account to pick and choose which clients/projects can be seen by each person with an account, which allows each user to focus on the projects that they are involved in without being distracted by other things.

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• 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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• One of the reasons we left WorkZone was due to how videos/roughs were presented. While WorkZone does allow for a customizable and professional, clean looking interface; it did not offer everything we needed when it came to cross platform integration.
• WorkZone was also a little more pricy compared to a few competitors. WorkZone is worth the price and we loved using it, but a competitor offered an added feature that WorkZone does not offer that tipped the scales.
• There is no 'library'. As an AD Agency, we have worked on a lot of different spots for a lot of different clients. WorkZone did not offer a comprehensive library for us to upload content and use for presentations purposes. If WorkZone does add this feature later on down the road, it would be a great improvement and we would give serious thought about switching back.

Excellent rating for exceptional service provided for efficiency and efficient output given by it. It helped both client as well business to coordinate better for the requirements they work. It help to generate reports for real time progress on task. It helps to keep active watch on progress made by all parties

Because of time constraints, our team hasn't been able to fully implement and change our existing processes. If we can get our templates set up and maybe some better export options figured out, I think it'll be a no-brainer to renew, but until then it maybe be difficult to financially justify something we're only partially using.

The basic actions of creating, updating and tracking requests is easy to udnerstand and use. Only a short onboarding training is needed to train the users of how to use it properly. However, the UI/UX experience can feel bloated with the many options it offers when you start to customize the tool to your company needs. It is also not the best looking user interface compared to more modern web applications.

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WorkZone was very easy to learn, especially for the members of our team who were not as technology-savvy. WorkZone offered unlimited training as well, making it easy to transition new team members to the program, as we were a startup organization consistently adding new team members.

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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Throughout the use of the WorkZone software, we never had a issue with it being unavailable. This is important, considering we wanted to access our projects and see our progress at any moment. WorkZone was always available and made constant supervision of tasks and goals easy; no excuses for not checking in on the status of a project.

For a massive system, page loads are reasonably quick, including searches.

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I have zero complaints about the performance of WorkZone; for our organization's needs, it was a perfect tool for keeping track of various responsibilities and tasks. We never experienced a lag or down-time when using the software, and the simple interface made things exactly that from our end...simple. WorkZone is a fantastic tool for work management that never fails to perform, in my experience.

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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The team at WorkZone is incredibly helpful and very willing to lend support when they can. Our team was constantly growing, and our new team members needed training every time someone cam on board. The WorkZone support staff was more than willing to ensure our new team members were completely comfortable using the software and set up for success.

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.

The WorkZone trainers are wonderful! They offered us unlimited over-the-phone and online support, and the trainings were always informative. The WorkZone support team was willing to answer multiple questions and review sections of the training if need be. They were always accommodating, and trainings were scheduled very quickly for when our team needed them!

While implementation the focus always should be on customizing features which are out of box to minimize the debts following the main features like Incidents, Requests, Change & Problem Statement. It should be strictly ensured to maintain right data quality, eliminating any duplicates or wrong workflows and incorrect reportings. Strong security and goverance to be implemented.

Implementation of WorkZone was very easy. We simply log into a portal online and begin to set up our projects. Access codes were sent very quickly to our team, so there was practically no delay once we signed the contract for our subscription. Training was scheduled quickly and was very helpful, especially as new team members joined our organization.

Having used other ticketing/asset tools in the past with other companies. This time, we opted for ServiceNow, primarily because of the company's scale. Once you start hiring a lot of employees, you need a robust tool with some maturity. We wanted to split the IT team into back-office and front-office teams. We needed proper permissions and auto-escalation. Also, approval flows for certain requests (mostly hardware and file access requests). All of this is part of the standard ServiceNow package. Some of the cheaper alternatives we felt were more suited for very small businesses or teams.

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I selected WorkZone based on several criteria: 1. It is web based 2. It has more robust reporting capabilities 3. the price was right 4. It was easy to use and easy to train people 5. Timelines are easy to update.

ServiceNow works as an enterprise solution.

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We are a small organization, so the need to expand our use of WorkZone was limited. I only rate it below a 10 simply because I do not have much experience with the scaleability of the product. From the previews and training sessions, it does seem that the software can easily be adjusted to accommodate a growing workload; something we may use in future, just not at this point in our organization's development.

• Personally as an end-user, I feel like my issues have been resolved more quickly/don't tend to get as lost when using previous tools.
• Having a centralized place where all questions are asked and all issues are resolved means I don't have to spend time searching for the appropriate team. I can just create a ticket and it's channeled to the appropriate team for me.

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• It has positively affected our workflow - keeping projects moving without requiring constant back and forth of emails and other communications.
• It has helped our team to avoid missing crucial steps in project and client management.
• We are definitely more efficient when WorkZone is being used and updated properly!

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info