Anonymous UserInformation Technology Helpdesk Support at a media company
Raj BartakkeDirector Customer Success and ServiceNow Practice Lead at CoreSphere, LLC
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This solution is easy to use."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution is quite easy to integrate with other Microsoft products."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"Many more features than other comparable products."
"The most requested feature from our customers is the helpdesk ticketing system."
"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."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"Mobile application integration would be an improvement."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Resources for understanding compliance and relative compliance need to be made available."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"They need more integration with open-source products."
"The user interface needs to be improved."
"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."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Integration capabilities can improve."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"Licensing can be complex and confusing."
"The price should be lower."
"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."
"There are licensing fees."
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)
SCSM is ranked 5th in Help Desk Software with 11 reviews while ServiceNow is ranked 1st in Help Desk Software with 49 reviews. SCSM is rated 6.6, while ServiceNow is rated 8.2. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". SCSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support, BMC Helix ITSM and Device42, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Microsoft PowerApps, Appian and IBM Maximo. See our SCSM vs. ServiceNow report.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.