MarkosSymeonidesCEO North America at Axios
Anonymous UserDelivery Lead, Enterprise at a wholesaler/distributor
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"We could quickly understand what was going on and what the customer wanted to do."
"The workflow of the solution is very good."
"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
"Easy to integrate with third-party applications."
"This solution is a single-storage for our user community to submit help desk tickets."
"The most valuable feature is that this is a Cloud solution."
"ServiceNow was the first true enterprise to service management platform."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"I have found that sorting and grouping functions are particularly useful."
"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."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
"Technical support could be improved."
"We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."
"It's missing monitoring capabilities."
"I do not like the user interface."
"Transparency in the pricing model needs to be improved."
"Service mapping could be less complicated."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"There should be fewer clicks and faster integrations between solutions."
"Creating service catalog forms could be made easier."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Licensing is on an annual basis, with no additional costs."
"Ask for all-inclusive pricing, as they are pretty flexible if you ask for custom models."
"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."
"The mandatory minimum is US$ 20,000 for licensing."
"The licenses are expensive."
"The setup cost is high compared to others, especially when the scope is not fixed."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"$230 per user."
"It is very expensive because it is a big organization. You have to pay for additional things."
"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
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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)
Assyst is ranked 14th in Help Desk Software with 4 reviews while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. Assyst is rated 8.6, while ServiceNow is rated 7.8. The top reviewer of Assyst writes "Good documentation and support, analytics, and BI charting". On the other hand, the top reviewer of ServiceNow writes "Easy to integrate with other legacy systems and is constantly improving as a company". Assyst is most compared with BMC Helix ITSM, JIRA Service Desk, Zendesk Guide, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty. See our Assyst vs. ServiceNow report.
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