Compare HEAT Service Management vs. ServiceNow
Quotes From Members
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros | |
"This is an excellent alternative to ServiceNow for smaller companies." "The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there." "The solution is easy to use and has a user-friendly interface" | "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." "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." |
Cons | |
"Configuration requirements are extensive, even in basic Service Desk processes." "Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much." "There's a lack of integration with other products. This needs to be improved." | "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." "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." |
Pricing and Cost Advice | |
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee." | "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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Questions from the Community | |
Ask a question Earn 20 points | Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more » Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive Top Answer: In that regard, the major incident management gives service organisations and customers the opportunity the focus on restoring the functionality asap without getting lost in sidetracking possible… more » |
Ranking  | |
Views 1,394 Comparisons 1,035 Reviews 3 Average Words per Review 677 Rating 7.3 | Views 55,659 Comparisons 32,935 Reviews 22 Average Words per Review 521 Rating 8.0 |
Popular Comparisons | |
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Learn | |
| Ivanti | ServiceNow |
Overview | |
| HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed. | 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) |
Offer | |
Learn more about HEAT Service Management | Learn more about ServiceNow |
Sample Customers | |
| AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University | 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 |
Top Industries | |
Computer Software Company33% Comms Service Provider13% Government6% Educational Organization6% | Financial Services Firm16% Healthcare Company14% Manufacturing Company11% Computer Software Company9% Computer Software Company37% Comms Service Provider13% Government7% Financial Services Firm5% |
Company Size | |
No Data Available | Small Business19% Midsize Enterprise12% Large Enterprise69% Small Business15% Midsize Enterprise11% Large Enterprise74% |
Find out what your peers are saying about HEAT Service Management vs. ServiceNow and other solutions. Updated: January 2021.
456,495 professionals have used our research since 2012.
HEAT Service Management is ranked 20th in Help Desk Software with 3 reviews while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. HEAT Service Management is rated 7.4, while ServiceNow is rated 7.8. The top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". On the other hand, the top reviewer of ServiceNow writes "We are able to significantly leverage the widget concept in the Service Portal". HEAT Service Management is most compared with JIRA Service Desk, Cherwell Service Management, ManageEngine ServiceDesk Plus, Zendesk Guide and TOPdesk, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty. See our HEAT Service Management vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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