Compare ServiceNow vs. Spiceworks

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55,199 views|32,357 comparisons
Spiceworks Logo
3,740 views|2,517 comparisons
Most Helpful Review
Use Spiceworks? Share your opinion.
Find out what your peers are saying about ServiceNow vs. Spiceworks and other solutions. Updated: September 2020.
437,064 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
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.I have found that sorting and grouping functions are particularly useful.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.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.Very good incident management, chain management and problem management features.ServiceNow was the first true enterprise to service management platform.The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.

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The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space.It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front.The most valuable features are the inventory and personalization.The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful.The solution is very stable. It's reliable and efficient.

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Cons
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).Creating service catalog forms could be made easier.There should be fewer clicks and faster integrations between solutions.The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.Very expensive.Service mapping could be less complicated.Transparency in the pricing model needs to be improved.I do not like the user interface.

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There are a lot of disadvantages to Spiceworks because it's not an agent-based solution.The network mapping could be improved. Putting together an actual bonafide network map would be really nice.Having an integrated asset management tool, where I can plug in things that are offline, would be good.It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems.I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves.

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Pricing and Cost Advice
The licenses are expensive.$230 per user.The mandatory minimum is US$ 20,000 for licensing.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.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.

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Questions from the Community
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Top Answer: The most valuable features are the inventory and personalization.
Top Answer: The solution is free. We're not paying for any licensing or other costs.
Top Answer: Having an integrated asset management tool, where I can plug in things that are offline, would be good. If I have taken a device off of the network then it would be nice to have it included in the… more »
Ranking
1st
out of 56 in Help Desk Software
Views
55,199
Comparisons
32,357
Reviews
22
Average Words per Review
687
Avg. Rating
8.3
6th
out of 56 in Help Desk Software
Views
3,740
Comparisons
2,517
Reviews
5
Average Words per Review
508
Avg. Rating
8.4
Popular Comparisons
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Learn
ServiceNow
Spiceworks
Overview

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)

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.
Offer
Learn more about ServiceNow
Learn more about Spiceworks
Sample Customers
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     Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
Top Industries
REVIEWERS
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
Manufacturing Company8%
VISITORS READING REVIEWS
Computer Software Company44%
Comms Service Provider10%
Government8%
Media Company4%
REVIEWERS
Manufacturing Company11%
Hospitality Company7%
K 12 Educational Company Or School7%
Transportation Company7%
VISITORS READING REVIEWS
Computer Software Company20%
Comms Service Provider15%
University13%
Government8%
Company Size
REVIEWERS
Small Business15%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise7%
Large Enterprise74%
REVIEWERS
Small Business51%
Midsize Enterprise29%
Large Enterprise20%
Find out what your peers are saying about ServiceNow vs. Spiceworks and other solutions. Updated: September 2020.
437,064 professionals have used our research since 2012.
ServiceNow is ranked 1st in Help Desk Software with 22 reviews while Spiceworks is ranked 6th in Help Desk Software with 5 reviews. ServiceNow is rated 8.2, while Spiceworks is rated 8.4. The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". On the other hand, the top reviewer of Spiceworks writes "Has good policy enforcement but the network mapping could be improved". ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Appian, JIRA Service Desk and PagerDuty, whereas Spiceworks is most compared with Zabbix, SolarWinds NPM, JIRA Service Desk, ManageEngine ServiceDesk Plus and PRTG Network Monitor. See our ServiceNow vs. Spiceworks report.

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