We performed a comparison between ServiceNow and Spiceworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"The analytics - we like to keep track of how much work everyone is doing."
"It offers ready-built automation and simpler configuration for workflows."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"Makes ticket information easy to access."
"I have found that sorting and grouping functions are particularly useful."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"It's easy to understand."
"The solution is easy to use and easy to manage."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"The most valuable features are the inventory and personalization."
"Spiceworks is generic and free."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"Integration capabilities can improve."
"There is inherent complexity with this tool because of the number of things that it can do."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"The product’s standard user experience is not the best."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"It's too complicated and there are too many options."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"The SNMP sniffer requires a lot of work to get right."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"The GUI must be improved."
"Sometimes, it can be difficult to integrate what you need."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. ServiceNow is rated 8.4, while Spiceworks is rated 7.8. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas Spiceworks is most compared with Zabbix, Lansweeper, Freshdesk, ManageEngine ServiceDesk Plus and Nagios Core. See our ServiceNow vs. Spiceworks report.
See our list of best Help Desk Software vendors and best IT Asset Management vendors.
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