We performed a comparison between Datto Remote Monitoring and Management and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about NinjaOne, Kaseya, TeamViewer and others in Remote Monitoring and Management (RMM)."Automation, in terms of the standard patches and standard updates, and remote support are valuable. When it does the standard Windows and patches, it works really well. This is something they focus on. Remote support is also something they focus on quite a bit, and it works really well. Being able to get to an agent or a client computer right away is very helpful."
"We support nine different nonprofits, and the billing took the manager three or four days working on spreadsheets. When I finished automating everything with Datto, we cut everything down to a couple of hours. That's a substantial cost savings on the billing side."
"AEM support is great for Macs."
"Even when the connection to the server is lost, the monitoring continues without interruption."
"The project management and task management features work well. It's a decent product in that regard."
"I also like how Datto integrates seamlessly with the Autotask ticketing system."
"The alerting system helps us determine what are high level alerts, and what are alerts which can wait for a day or two. We catch RAID failures, hot servers, bad drives (or predicted failures on drives), etc."
"It has a single pane of glass, and it integrates well with other software."
"ServiceNow was the first true enterprise to service management platform."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"It allows us to filter the data, create graphs, and get detailed reports."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"The workflow makes things extremely efficient and it improves effectiveness."
"Simplicity of Change Manager."
"They have a tab to provide information about the type of hardware the computers have. One thing they don't specify is what model of hard drive the computers have. Identification of storage models would be nice."
"The actual setup and the automation of their product are horrific. When you buy it, there is nothing out of the box. You have to custom design it for everything you want it to do. You pay for implementation, but they don't really do a whole lot to help you get it going. I know it does a lot more than what ours is set up to do, which is frustrating. When I've demoed other systems, their setup is so much better. When you pay for their setup, there is so much more, whereas I just feel like we didn't get a very good setup."
"My most significant criticism is Datto is a complex product that takes a while to understand, but that could be said of almost any solution at the same level. It depends on where you're starting from. You have to rework all your workflows, and it's some heavy lifting if you want to get it right."
"The CRM capabilities are not very good. It's clunky and could work a lot better than it does. There are no marketing add-ins, for example."
"Be prepared to spend a lot of time on conversions if you have a lot of clients."
"The only area where I see room for improvement is the ability to delay the application of patches for a set number of days."
"I would like the ability to remotely manage configuration and settings on individual units. Some organizations have a certain device configuration that needs to be consistent across all computers. For example, if we have computers that cannot go to sleep or hibernate because they're being accessed remotely, we need to be able to quickly configure those computers to not hibernate. With Datto, there is no easy and/or direct way to accomplish this. I can't create a group called No Hibernate and drag all those computers to that group so that they do not go into hibernation. There is no easy way to put in a policy or a procedure like that. It's still back to going to each computer and doing it by hand, which is what I'm trying to get away from. I want to automate and simplify as much as possible. I write code and scripts to do most of my work anyways. The intention is to get away from me having to be so hands-on."
"Sometimes we have some downtime when Datto is doing updates. Maybe it's because of the cloud service they use. I'm not sure if they're going through AWS or Azure or what. That's happened, but the outages have been few and far between."
"Service mapping could be less complicated."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"There is inherent complexity with this tool because of the number of things that it can do."
"The contract module is quite rudimentary and doesn't support contract line items."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"Needs additional software titles and easier normalization."
"The solution is lacking in the mobile application area that could be improved."
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Datto Remote Monitoring and Management is ranked 8th in Remote Monitoring and Management (RMM) with 8 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Datto Remote Monitoring and Management is rated 7.8, while ServiceNow is rated 8.4. The top reviewer of Datto Remote Monitoring and Management writes "A solution that functions optimally even when the connection to the server is lost". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Datto Remote Monitoring and Management is most compared with Atera, Microsoft Configuration Manager, PRTG Network Monitor and Kaseya VSA, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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