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."
"It has a single pane of glass, and it integrates well with other software."
"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."
"Even when the connection to the server is lost, the monitoring continues without interruption."
"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."
"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."
"AEM support is great for Macs."
"The most valuable feature is that this is a Cloud solution."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"The most recent addition of SAM Premium is a game changer for many organizations."
"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."
"You can scale the solution."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"Easy to integrate with third-party applications."
"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."
"We would like to see a little more functionality when monitoring network devices, such as switches and routers."
"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 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."
"Be prepared to spend a lot of time on conversions if you have a lot of clients."
"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."
"The only area where I see room for improvement is the ability to delay the application of patches for a set number of days."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The solution’s user interface could be improved and given a better design."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"Very expensive."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
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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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