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I think the most valuable feature is just the ability to take the whole organization and put it in one place. Traditionally, my background has been in service desk, and so someone who call with a problem and we would deal with it. If it was... more»
Traditionally people saw different facets of IT as different areas of responsibility, so incidents were handled by one group, and problems were handled by another, but they never really called them that. They just called them "tickets," or... more»
The biggest hassle we have for ServiceNow has been licensing. We have a lot of student workers. When you have cheap labor that's right at your doorstep, you can't turn them down, and so we have a lot of functions at the university, not just... more»
Immediate insight into reporting. For us it's about trying to wrap our heads around the volume of tickets that are coming in the door. How quickly we're getting our turn time done? Those were things that were missing from our incident management platform. We could basically do a data dump once a week, dump that into an Excel spreadsheet, then do some computation... more»
It was all on Fuji. Some of the things I'm going to say might already be in Geneva and Helsinki. We use a zipper product for our project management portfolio, demand management and resource planning. From what I have heard, and what I've seen thus far, resource management needs to be a little tighter. We're running performance models around capacity planning. We... more»
As a platform approach I would say I really like this vision of saying ServiceNow is an application platform now as a service where we can build any application we want to so we have some applications on the baseline like in sales management, like change management, now customer services, like security operation. If we need to build other applications we can do... more»
It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with... more»
For our company, it would be incident management with the ability to track and report on that. Showing trends and then tying that into problem management as well. Also completing the whole circle, so problem management and change management.... more»
From our perspective, it's the ability to customize it and provide the different platforms. A good example is that within our organization we have incident forms that are tailored to IT and we have incident forms that are tailored to other... more»
I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them. A good example is inside of my self-service portal, we use heavily utilizing the wizards that... more»
The flexibility of the platform, being able to modify forms or modify workflow, building applications, utilizing basics that they've given you and being able to expand them to adapt to your own personal environment. Everybody says that "This... more»
I think the value comes from centralizing processes across business units. I've seen it where we started in IT and then we've brought in teams like library functions or secretarial support, security auditing for cybersecurity needs, making... more»
I think that the product has grown considerably over the last few years. Initially, I had some issues with just ease of use. I was on Fuji before I started at my current employer. I came in and they're on Geneva. Between Fuji and Geneva, it's... more»
ServiceNow is such a broad framework that you can basically touch upon any improvement that you want to do in your company. Whether it's financial, healthcare or HR related. I think you can use your imagination to build anything that you want... more»
Architects and solution designers can come up with the greatest things but more complex organizations cannot just be blended into an ideal model. There's always contradicting stakeholders especially in the field of service management. I'm... more»
Well the funny thing is that we develop based on ServiceNow and you see a lot of apps being made. I think whenever you see shortfalls or improvement opportunities for ServiceNow that are being built by third party companies, the next release... more»
It's the ability to take software that's installed in our entire environment, and normalize the data, and then compare the information to what's in our catalog or software titles that we have built, based on how we purchase the software. In... more»
It's the ability to make sure that the software that you have installed in your environment is software that you're licensed to have installed. Also, the software you have, you can monitor for end of life. If you have software that is end of... more»
Keeping the catalog updated and having more titles in the catalog is helpful, because the more items that are in the catalog, your process goes faster because you don't have to manually build all the entitlements.
I'm the unit manager of the network operations center so I'm a core user of the tool. I don't get involved in the development, deployment or support of it, but we get a lot of tickets in the network operations center. I think probably some of... more»
I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing... more»
I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to... more»
The most valuable parts of ServiceNow for us is the flexibility that it has, that it's a platform, and that we can develop pretty much anything that we need, not only for IT, but also for HR, our finance department, our register's office,... more»
It gives us one platform that we can go in and do reporting. Reporting is probably one of the key features, it's getting access to data that we have in ServiceNow and being able to report on that is a key element in how we are analyzing and... more»
Probably the biggest thing that is frustrating is the changes in their price structure, their price modeling. That's been very frustrating for us. Since we came on four years ago, it's changed quite a bit over time. There's been a lot of... more»
It's serving our end-user community, making it simple for them to order products, get service from our incident help desk, and perhaps even helping everyone across the globe because we have to stay connected somehow, and ServiceNow does that... more»
I think I want to focus in on our assets. We do many things for studios, and internally, we use a lot of hardware, so we want to be able to find and understand where our assets sit. If there's a breakdown in communication, how do we service... more»
Maybe cost in one sense because when you make that investment from the other side of it, you're looking at the cost, but we've been having that ongoing debate. Empty glass could be your cost, but the full glass or maybe half full, or half... more»
Being able to determine the licensing position for existing vendors and future vendors. Also, visibility into our environment, being able to match up our entitlements with deployment data, and then being able to produce compliance reports on... more»
We're new enough to it that we haven't really gotten to the stage where we're using it day to day. We're still putting data into it. We're not really managing our licensing, day to day, in the tool right now. We're just getting off the ground.
We initially got on board because it's a single system of record, and we're trying to centralize a lot of different apps. It's enabled us to decommission a number of different systems that we were using such as incident change, problem... more»
There's are a lot of benefits, and it depends on our audience. In the department I work in, Technology Portfolio Business Management, the biggest benefit was the ability to do asset management in a centralized place and to do the financial... more»
It's so new to us, everything is shiny and everything works well so it's hard to state that right now. We are pretty much loving everything, especially at Knowledge 16 where we got all kinds of new ideas to expand our footprint in the... more»
There's pretty much nothing that I have found yet that I couldn't accomplish within ServiceNow if I wanted to. I think for us, we tried several times to implement a CMDB, a configuration management database, and it failed for various reasons.... more»
I think historically we have had a real warrior spirit. We would get in there and do it and sometimes that meant we would write something in house. I think that we would invest a whole lot of time on something, and we would get real attached... more»
There's some platform code that is compiled and its Java code on the server side. There's no documented API on what the functions and properties are of that code, and we're not able to reflect that code to get it to make our own API. I think... more»
We want to end up getting set up as part of Discovery with a type of automatic relationship. In addition, we have been looking at a means to provide a service catalog experience to the business as a whole and are looking forward to... more»
For the most part, we have used prior ITSM solutions and they have been a bit more difficult to integrate and customize into the rest of the things that we do as they are standalone products. Something like ServiceNow ITSM, where there is... more»
Actually, the biggest problem that I see for it, especially in a smaller organization, is that there are plenty of partners. We've got a fairly advanced IT organization. We do a lot of relatively advanced stuff for the size that we are, but... more»
I'd have to say it's the CMDB. When we first started our project it was a security focused project, and what we wanted to do was bring in all of the assets that we have on our network and know where they are and what they're connected to.... more»
From us it started with the security perspective, so we're a regulated utility, so we have requirements under various Federal guidelines, so we need to respond quickly to various CERT advisory, government advisories for security events. We... more»
The flexibility - we've been able to change it and make it look like our brand, so we have our brand logo on it, etc. We've been able to accommodate a lot of our old customization than we had done in our previous system, we've been able to... more»
As far as the hospital industry, we have not really rolled it out or it's not as big a feature to our external customers right now (the clinicians in the hospital). What we're looking to do though is to provide our outside customers the... more»
The training, and that's not the tools, I'm very happy with the tools, it's just I have not been able to get my arms wrapped around it, to be able to do all the multiple things that I want to do. We're still learning it. I was telling someone... more»
ServiceNow's out-of-box process configurations and service-based CMDB data model have revolutionized IT Service Management transformations. Leveraging out-of-box configurations and using frequent small-scope improvement releases (DevOps) has... more»
A three phase IT Service Management transformation project resulted in achieving a first year target of less than 4% sustained monthly improvements in true customer experienced availability, and Knowledge Mgmt. designing "to-be" process... more»
Primary areas of inefficiencies and delays were related to change resistance and lack of support from the IT Team Lead and IT Manager level staff for involvement in ServiceNow design and training workshops, and lack of support for governing... more»
The most valuable feature is the ability to know where everything in our organization is: "Hey, we're looking for this computer with this serial number." Okay, well, we can pull it up: “It's at this location. This person just logged on with... more»
It helps whenever we get audited; we know where things are. We deal with HIPAA a lot, so we need to know if we can't find a device, or it hasn't been turned on in a while; location of things; know the life cycle of things; when things need to... more»
I wish I had a great answer. I've made it work perfect for me. It integrates well with all the other CA products, so that's a really good one. So, we don't need that one. When you're building it, maybe some type of software overlay that gives... more»
It's easy to get around the platform and understand once you do one application and module. You learn how to use the platform, you can grow and expand it, but it has that same feel and touch no matter what applications you start developing or rolling out. It's easier to retrain more people. It'll quickly turnover what you've done. If I build something custom I... more»
I think some of the things we run into is the patching and how often patches come out to fix stuff. Which is a good thing. It's hard to stay on top of that. You've always got to go on and regression test it, so you know if it is a patch that you really need or is it something that can wait. The fourth cycle of the patching makes it hard for us. We have the small... more»
I think realistically, it helped us better our processes. It forced us into adopting best practices. We were in a bit of a tech island, and so we kind of do our own thing. To get everyone in the same system, behaving the same way, looking at work the same way, it helped bring everyone on the same page and to adopt better ITIL practices.
We're a few generations back, we're on Eureka. We've had some vendors initially help us out. We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us. We're looking to get to the Geneva release. A lot of this social type computing is really interesting to us. I'm going to a Hackathon today,... more»
Senior IT Service Management & ServiceNow Consultant
Expert in facilitating realistic sustainable DevOps success via Agile IT services, Lean ITSM processes:
25 yrs IT leadership experience, 15 yrs IT Service Management (ITSM) transformation, IT business process improvement and ITIL design/implementation consulting experience. Broad base of... more>>
Technical Consultant - Service Assurance & Automation
A motivated and commercially aware person, with a strong working knowledge of IT systems and applications. Expertise in a variety of vendor automation tools including BMC, HP & Symantec.
Current specialist in BMC ADDM toolset.
15+ years experience in enterprise IT management in ITSM, BSM, CMDB and Enterprise Software development and delivery.
Experience in building a company from inception to execution, including all business development activities, Software development, Operations and delivery.
Working closely with... more>>
More than 10 years of professional experience, with technical background in management, administration, support and operation of infrastructure systems and networks, mostly based on Microsoft technology, including performance of duties associated with coordination and project management,... more>>
I consider myself a dynamic and hard working person. I try to keep my working and leisure time at balance in order to give my best in both. Being highly results-oriented and a fast learner I have had a fast career progression in my first employer but I keep working hard to excel and exceed... more>>
*Experience in requirement gathering, analysis, estimation, design, development, testing and implementation.
*Customization and development of Service Now applications.
*Extensive experience in various client and server side scripting in ServiceNow.
*Experience in working on various... more>>
Experienced IT professional with over 8 years of professional experience in IT service management, asset management, software development, process improvement, release management, and business analysis. Accomplished leader with proven ability to deliver high quality IT products and services on... more>>
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