Most Helpful Review
The tool is SaaS and customization is minimized in the critical early design phase by its "out-of-the-box" approach
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable.
Work order management and scalability enables the businesses' needs to be met.
Reliable, very configurable, and it's all integrated in the same database.
We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets.
Maximo is very stable. We really do not have problem with stability.
We were able to scale perfectly.
Its capabilities let us organize our work.
Preventive maintenance management.
This solution is a single-storage for our user community to submit help desk tickets.
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.
HR Case Management and Customer Service Management are two of the key areas which clients are using.
Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.
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.
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.
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.
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.
The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections.
It's not user-friendly. It could use shortcuts for frequently requested services.
Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs.
It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for.
It's quite reliable, but new versions often are not too stable. They bring in enhancements but they break other stuff.
The mobile solution has a lot of room for improvement, especially in geopositioning capabilities, tracking capabilities, and configuration capabilities, in order to let the tech operate online and offline.
Maximo is a big system, so the initial setup is complex.
Vendor management needs enhancement.
I do not like the user interface.
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.
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.
Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.
The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...
When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.
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.
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.
Pricing and Cost Advice
Explore internal processes in order to evaluate the correct number of users in each Maximo module, then evaluate the different offers of pricing and licensing.
The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management.
Explore the possibility of using DB2. You will avoid the cost of SQL Server or Oracle licenses.
Where available, concurrent licenses can be more cost efficient and provide more flexibility.
You pay for what you get. There are lots of options depending on how you would like to implement Maximo.
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.
Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.
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.
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.
It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.
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 has a higher cost compared to local/regional solutions.
The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.
out of 31 in Enterprise Asset Management
Average Words per Review
out of 36 in IT Service Management (ITSM)
Average Words per Review
Compared 28% of the time.
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Also Known As
|Organizations of all sizes reduce equipment downtime, closely control and track maintenance expenses, cut spare parts inventories.|
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)
Learn more about IBM Maximo
Learn more about ServiceNow
|Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast||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|
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Financial Services Firm14%
Financial Services Firm16%