Most Helpful Review
Our customer service and productivity have increased in quality and quantity since using this product
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.
The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.
It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.
It helps when you have an incident or performing a problem change management process.
We can search open and closed cases to find what we have done in other incidents.
Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.
The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.
the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.
Our customer service and productivity have increased in quality and quantity since using this product.
The most valuable feature is that this is a Cloud solution.
This solution is a single-storage for our user community to submit help desk tickets.
Easy to integrate with third-party applications.
In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.
HR Case Management and Customer Service Management are two of the key areas which clients are using.
Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.
I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.
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.
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.
The monitoring tool is in need of improvement.
The interface for the users is a bit old-fashioned and not user-friendly.
We would like the CMDB to be populated automatically. At the moment, everything is manually created.
We would like more information about all the configurations that we have on our infrastructure side.
Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).
I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.
We have found the documentation a bit confusing at times. This area could use some improvement.
Transparency in the pricing model needs to be improved.
I do not like the user interface.
It's missing monitoring capabilities.
For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.
HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.
Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.
The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...
When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.
Pricing and Cost Advice
Information Not Available
Agiloft has by far the best entry point for both cost and learning curve.
After about six months, we started making a return on our investment at more than 300%.
The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.
Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.
Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.
ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.
ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.
It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.
We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.
It has a higher cost compared to local/regional solutions.
Compared 63% of the time.
Compared 9% of the time.
Compared 7% of the time.
Compared 22% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
|Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight|
|CA (A Broadcom Company)||Agiloft||ServiceNow|
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
|Top rated by analysts and users|
Awarded “Best Overall Value” three years in a row by Info-Tech Research Group
What we can do for you
Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.
Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.
Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.
With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.
Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.
Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.
Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.
Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.
With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.
“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly
Get more information | Try it now | Request a demo
What Makes Us Different
Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)
Learn more about CA Service Desk Manager
Learn more about Agiloft Service Desk Suite
Learn more about ServiceNow
|Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini||EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies||AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow|
Financial Services Firm20%
Software R&D Company20%
Comms Service Provider12%
No Data Available
Financial Services Firm13%
Software R&D Company33%
Comms Service Provider9%
Financial Services Firm6%