We performed a comparison between Samanage and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"Very good incident management, chain management and problem management features."
"ServiceNow provides quite good insights about what is happening in the organization."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"The solution has very good automation tools."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"The solution's initial setup process is easy."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"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."
"The pricing of the solution could be better. It's a bit high."
"The interface can be a bit more intuitive."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"If you have advanced questions, technical support often doesn't know the answer."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
Samanage is ranked 24th in IT Service Management (ITSM) with 3 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Samanage is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". 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". Samanage is most compared with SolarWinds Service Desk and Freshservice, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Samanage vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors, best Help Desk Software vendors, and best IT Asset Management vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
