We performed a comparison between Infraon Desk and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Easy to integrate with third-party applications."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"The analytics - we like to keep track of how much work everyone is doing."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"The workflow makes things extremely efficient and it improves effectiveness."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"I like the ease of use."
"The solution integrates well with other products."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"Its stability and pricing need improvement."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"The solution could improve by being more stable."
"I would like to see Advanced Intelligent Automation."
"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."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
Earn 20 points
Infraon Desk is ranked 39th in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. Infraon Desk is rated 7.6, while ServiceNow is rated 8.4. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". 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". Infraon Desk is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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