ServiceNow IT Service Management vs. Zip Intake-to-Procure

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.

Incentivized

Zip can be used for routing all vendor-level approvals for new vendors and all renewals across our organization. It can also be helpful for managing all purchases from existing vendors. For non-spend related approvals, it’s not as well suited. Zip was definitely designed for procurement workflows. They also have a vendor management portal that links up directly to something like NetSuite for management and visibility.

• 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

• No coding - Ability for the administrator to make changes without development resources helps us be agile as a procurement org.
• Visibility to the user in a great user interface
• Accountability (helps us track SLAs on response time), Audit trails keeping track of everything
• The implementation team was incredible, as is ongoing support. They want you to succeed in your goals vs. just implement their tool

• 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.

Incentivized

• There are some duplicated fields such as anticipated total spend vs. price line item breakdown that asks for the same thing. This is a little bit tedious
• Does not show which invoices got processed and applied to open POs
• Does not integrate / migrate special custom fields within Zip Intake-to-Procure into other tech stacks (NetSuite)

Incentivized

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.

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.

Incentivized

We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.

Incentivized

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

Incentivized

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.

Incentivized

Incredibly responsive and helpful.

Incentivized

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.

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.

Incentivized

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.

Incentivized

I prefer Zip for its for its user-friendly interface and ease of adoption, especially if the organization values a simpler and more intuitive system for users across various departments. Comparatively, Zip is a more budget-friendly solution compared to some enterprise-level systems like SAP ARIBA or Oracle PeopleSoft, especially for smaller or mid-sized organizations with specific procurement needs.

Incentivized

ServiceNow works as an enterprise solution.

Incentivized

• 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.

Incentivized

• Visibility for all necessary approvers and reviewers of the process.
• Lack of open API to other systems (i.e Mondays, Smartsheet) is causing concerns for team that might want to move away from current tool.
• No 3rd party implementation required is huge cost / time savings.

Incentivized