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Most Helpful Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: May 2021.
479,763 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

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"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.""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."

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Cons
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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"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.""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."

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Pricing and Cost Advice
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"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."

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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: The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.
Top Answer: The solution is a bit expensive. We have bundled it into our three licenses. It's difficult to actually say if they are more expensive than, for example, PowerApps, since everything is bundled… more »
Ranking
31st
out of 56 in Help Desk Software
Views
282
Comparisons
134
Reviews
1
Average Words per Review
448
Rating
6.0
1st
out of 56 in Help Desk Software
Views
55,307
Comparisons
33,687
Reviews
33
Average Words per Review
499
Rating
7.9
Popular Comparisons
Also Known As
Serviceaide ISM, Nimsoft Service Desk, CA Cloud Service Management
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Overview
CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.

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 Serviceaide Intelligent Service Management
Learn more about ServiceNow
Sample Customers
Oakwood Systems Group
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
REVIEWERS
Financial Services Firm25%
Healthcare Company25%
Educational Organization13%
Media Company13%
REVIEWERS
Financial Services Firm16%
Healthcare Company13%
Manufacturing Company11%
Computer Software Company10%
VISITORS READING REVIEWS
Computer Software Company34%
Comms Service Provider14%
Government7%
Financial Services Firm6%
Company Size
REVIEWERS
Small Business20%
Midsize Enterprise7%
Large Enterprise73%
REVIEWERS
Small Business20%
Midsize Enterprise13%
Large Enterprise67%
VISITORS READING REVIEWS
Small Business13%
Midsize Enterprise9%
Large Enterprise78%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: May 2021.
479,763 professionals have used our research since 2012.

Serviceaide Intelligent Service Management is ranked 31st in Help Desk Software with 1 review while ServiceNow is ranked 1st in Help Desk Software with 34 reviews. Serviceaide Intelligent Service Management is rated 6.0, while ServiceNow is rated 8.0. The top reviewer of Serviceaide Intelligent Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". On the other hand, the top reviewer of ServiceNow writes "Good automatic workflows, excellent technical support, and has the capability to scale". Serviceaide Intelligent Service Management is most compared with Clarity SM, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Appian, JIRA Service Desk and PagerDuty.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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