Most Helpful Review
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The rotation and replacement options save our managers a lot of time."
"The rules option has been helpful, as we can adjust the conditions in the template."
"Our performance showed us that, for major incidents, we spent over 40 minutes just making manual call-outs. That is why we implement the tool in the first place and that time has been cut down to two or three minutes."
"It's a lot easier to create and manage schedules, especially in comparison to the on-call scheduling creation in ServiceNow. That has always been something of a bear to operate. We've found it's a lot simpler in Everbridge."
"The most valuable feature is automated escalation, as it eliminates a manual process which is prone to errors."
"The most important feature, from our perspective, is the integration with our ticketing system. That eliminates wasted motion and time in drafting and sending and finding the right distribution list."
"With SaaS, we can implement in other regions without having to physically go to there."
"The response time is real-time alerting. It is very helpful, because it makes things a lot easier. All we have to do is put a circle around a geo-fence and shoot off a message."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The most valuable feature is the flexibility of development for customization."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"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."
"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."
"Explanations are limited to 500 characters in description fields."
"With their templates, you can only have a maximum of three phases: new, updated, and resolved. It's not always that easy when we open up a call, that we identify who we need, page out, and we're good. A lot of time it requires multiple page-outs. Being restricted to those three phases, there's no way to say, "I want this variable to be persistent, and this one to not be." ...I would like to see a bit more flexibility and tighter control over the templates and the variables you can create."
"They still have a limitation due to their partner, I believe it's Twilio, where, if you're on an incident call, there is a four-hour time limit. We often have calls that go over four hours in length so people have to drop and rejoin to reset their four-hour timer. It's a minor inconvenience, but it's not ideal."
"The integration with other solutions needs improvement... Due to issues with the libraries provided by Everbridge, we have not been able to integrate IT Alerting with our incident management tool."
"There is some room to improve the initial-rollout functions which are a little bit painful."
"The company would like to have super detailed analytics, as we integrate this with our security software."
"I would like them to add GPS going forward."
"The feature that xMatters has that Everbridge doesn't have, or has in a limited way, is a method of funneling some alerts, as an FYI, to other stakeholders who are not necessarily prime actors in an incident."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
Pricing and Cost Advice
"It saves us a lot of time."
"For the one-way license, which refers to someone is just on the receiving end, it's very affordable. I was actually surprised that it was a really good price. The two-way license, like an on-call resource who is actually going to be in a calendar and be paged, it is a bit more expensive, but for the gains that we've realized, it's certainly worth the price."
"The current pricing model is adequate. We feel that the pricing model for our IT Alerting solution is competitive with similar solutions on the market."
"This product has helped us save $200,000 from being able to get rid of vendors and consolidate functionalities to doing incident reporting."
"The pricing was under $25 a month per user. We had about 1,000 defined users."
"As far as I'm aware, there are no costs beyond the standard licensing fees."
"The end result is that we have driven down our MTTR by an average of about 45 minutes across all major outages. That is very substantial considering the cost of every minute of outage can be thousands of dollars lost."
"The annual cost is $125,000 USD. That is for everything. It includes the 11,000 mass notifications. Technically, we have 500 licenses for IT Alerting."
"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."
"The mandatory minimum is US$ 20,000 for licensing."
Questions from the Community
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Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Question: What are the differences in purchase and maintenance costs for ServiceNow and JIRA Service Desk?
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
out of 13 in IT Alerting and Incident Management
Average Words per Review
out of 33 in IT Service Management (ITSM)
Average Words per Review
Compared 37% of the time.
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Compared 15% of the time.
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Everbridge IT Alerting provides an Enterprise closed-loop incident response automation solution . The solution integrates and automates communications, collaboration and orchestration processes for ServiceOps, IT Security Ops, DevOps, and Disaster recovery Ops for faster recovery and delivery. IT Alerting capabilities include group and calendar management, on-call scheduling, automated escalation, pinless conference bridges, ChatOps, response workflow automation, recording, analytics and reporting. The solution is offered as a cloud service based on the secure, highly available, resilient, and globally scalable Everbridge CEM platform. Learn why 3,500+ enterprise customers trust Everbridge (NASDAQ (EVBG)) with their IT Response Automation Management and IT Alerting solutions; visit ITAlerting.com to learn more or request a demo.
Need Integration with your ITOM, ITSM, SIEM tools?
Plug Everbridge IT Alerting directly into your ITOM, ITSM, SIEM, IT Monitoring tools including ServiceNow or BMC Remedy with our certified, two-way integrations and automatically contact the on-call IT team members, launch conference bridges and automatically escalate to the senior personnel in case of major IT incidents.
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)
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Financial Services Firm7%
Financial Services Firm17%
Computer Software Company8%
Computer Software Company42%
Comms Service Provider11%
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