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 Workflow feature is the most valuable."
"The analytics - we like to keep track of how much work everyone is doing."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"The most recent addition of SAM Premium is a game changer for many organizations."
"This solution is a single-storage for our user community to submit help desk tickets."
"Identifies better ways to license software or eliminate unused software to save money."
"Easy to integrate with third-party applications."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"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."
"It's easy to understand."
"The solution is very stable. It's reliable and efficient."
"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"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"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."
"Tickets by e-mail, with actions by hastag."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"Local solutions have lower costs."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"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."
"Transparency in the pricing model needs to be improved."
"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 installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"Compared to other products that I have been using, it is not as user-friendly."
"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 network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"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."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
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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