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."The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"It offers ready-built automation and simpler configuration for workflows."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"I have found the workflows and integration the most valuable in this solution."
"SPM and ITSM features are the most helpful."
"The solution's initial setup process is easy."
"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"The most valuable features are the inventory and personalization."
"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."
"It's easy to understand."
"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."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"Tickets by e-mail, with actions by hastag."
"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."
"The solution is easy to use and easy to manage."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"Compared to other products that I have been using, it is not as user-friendly."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"Local solutions have lower costs."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"Service mapping could be less complicated."
"Creating service catalog forms could be made easier."
"The GUI must be improved."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"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."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"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."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
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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