ServiceNow IT Service Management Reviews

The significant difference between Cleo Clarify and ServiceNow is Cleo Clarify is integrated software. It handles customer data and the tickets too. But Service now that we use is not.

Originally designed for software bug tracking, JIRA is much easier to use than ServiceNow. It lacks the CMDB power of ServiceNow, but can be adapted for not only ticketing, but change management as well. I worked with both SerivceNow at my previous employer who tossed it in favor of JIRA. We lost the CMDB data, but quickly adapted across the entire IT organization using it for both ticketing and change management.

ServiceNow has faster performance and is easier to use. There's more training material and better product support from the ServiceNow team.

Have not used any other product for ITSM.

I don't have any familiarity with any products similar to ServiceNow.

Our contact center (call center) uses Ivanti Service Management, a product that parallels how ServiceNow operates. Though the out-of-the-box offering resembles an incident management solution, we had customized it to be more of a call tracking tool for folks calling into our center with questions about a variety of financial planning topics. It is difficult to compare the two applications, as the ServiceNow is a far more current version than the Ivanti offering we have in place (the release is a few years old) and them being used in different ways.

We tried out BMC, but after looking at ServiceNow, it was clear that it didn't have all the available integrations that we were hoping for at the time time. It was a good option but lacked a few key things that we, as an organization was looking for to have an all in one solution for the organization as a whole.

ServiceNow feels like a more robust and polished product the creation of workflows and flexibility to customize is better than with the rest of the applications, it is also easier to integrate with external applications as these 'connections' are regularly updated to accommodate for newer versions and updates. ServiceNow also seems to be more intuitive to use or more user-friendly

We looked into a few different tools. We POC'ed Jira, and while it did a lot of things well, it didn't meet our needs. ServiceNow has a lot of different features that were attractive to our firm and ultimately, we decided the extra cost was well worth it. Zendesk was another tool we looked at, but it didn't even get into the POC stage.

Both Heat and ManageEngine were convoluted, too complex and very hard to use, especially from the end-user perspective, and also from the support team. ServiceNow, on the other hand, is very intuitive and more user-focused than the other products making the users feel welcome and encouraging them to use the system.

Honestly, I prefer Autotask but that could be because I have used it so extensively in the past. ServiceNow is great but I think it is definitely more "buggy" than Autotask. Autotask just seems a lot more polished on the backend. I haven't experienced any issues with reporting like I have with ServiceNow. I think SN is a great tool, I just prefer AT.

We have previously used HP SM on-premise. We wanted to use a cloud service and looked for different service management tools. We have looked for a service management tool that has a strong community and is at the top of the magic quadrant. It has an integrated and complete solution. It has an easy to use, flexible interface, and it's easy to update.

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.

SNOW provides a single platform to support multiple use cases with a strong Incident Management solution, extensible Knowledgebase, and powerful content management. There are not many products with the same scalability and robustness.

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.

In my opinion, ServiceNow has no competitors in the space it operates. It is best in class, and it really is just a decision on a specific module of ServiceNow against what ever other tool you are comparing against it. As a whole, the out of box ITIL package is best in breed.

ServiceNow is BY FAR the best I've used. KACE and Remedy are hard to use and in my experience, don't meet user needs. ServiceNow lets you customize to such a granular level that it's hard to miss anything. Truly the best.

We used SmarterTrak before and it was almost impossible to use. The flow of ServiceNow is so much better. SmarterTrak was hard to follow the ticket. Unless you were part of multiple groups in the system you couldn't view certain tickets.

ServiceNow is much better than Salesforce Service Cloud and it has more functionality and better ways to manage incidents and problems as compared to the competition. Oracle Service Cloud comes close but I will recommend ServiceNow unless you are an Oracle shop. If you lots of other Oracle product then connectivity with Service cloud can be better and they talk the same language.

We used an in house created system for many years and began to find many issues with it. It was hosted in house and created many issues for us. ServiceNow being cloud based has made accessing it so much easier for both us and our customers. We are bale to place a simple link on our website, and it can be accessed by anyone!

Slack is a less complex version of ServiceNow. While both are on the cloud. ServiceNow focuses more on Project management and less on communication. Slack is ideally a great collab tool for chatting and connecting on a smaller scale whereas ServiceNow captures a project from a concept to delivery. ServiceNow is, in my opinion, enterprise level software.

Task management is easy in ServiceNow compared to JIRA, Freshdesk, and other tools. Asset management and change management is easy in ServiceNow. Community support is the major advantage for ServiceNow. The API and extensibility of ServiceNow are very high. Considering Capability, Ease of Use, Pricing, Support, Community Support, and 3rd Party Integrations, ServiceNow has the upper-hand.

Transitioning over to SN was a concise and easy process. No data loss and not a long wait to be up and running. The biggest notice off the bat was how much quicker and simpler SN is to use compared to predecessors. Customization and Reporting. Everyone wants his/her own report with specific content, organized in a way pertinent to them. SN allows for this, and more!