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ServiceNow vs Symantec ServiceDesk [EOL] comparison

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ServiceNow

Read 211 ServiceNow reviews
19,138 views|11,633 comparisons
91% willing to recommend
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Symantec ServiceDesk [EOL]

Read 1 Symantec ServiceDesk [EOL] review
views| comparisons
100% willing to recommend
Comparison Buyer's Guide
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Buyer's Guide
Help Desk Software
April 2024
Executive Summary

We performed a comparison between ServiceNow and Symantec ServiceDesk [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: April 2024).
Download the complete report
768,740 professionals have used our research since 2012.
Featured Review
Mayur Patil
Has versatile features, streamlined workflows and excellent scalability
ServiceNow optimizes our IT service management processes through its knowledge base feature. This repository contains solutions and insights into... Read more →
Ricardo-Lorenzi
Intuitive design, well integrated, and reliable
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support.""We always get good support.""It is easily configurable and has a good developer society online, available for any issues from the backend.""Easy to integrate with third-party applications.""It offers ready-built automation and simpler configuration for workflows.""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 has more extensive features as compared to the other competitors.""The solution is stable, scalable and easy to use."

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"I have found the overall features useful, it is intuitive and integrated."

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Cons
"I would like to see Advanced Intelligent Automation.""Licensing costs are very high.""There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting.""ServiceNow's mobile app should be seamless and it is not right now.""The biggest complaint I have is that the ServiceNow search engine is not very robust.""The solution could improve by being more stable.""The setup was time-consuming and required a lot of internal resources.""The customer service of the product right now isn't very good. It's an aspect they really need to improve."

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"The web services could improve with Symantec ServiceDesk. They are sometimes slow and are down sometimes."

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Pricing and Cost Advice
  • "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."
  • "It has a higher cost compared to local/regional solutions."
  • "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's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "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."
  • "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."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "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."

    • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Which solution is better for developing non-ITSM applications: OutSystem...
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Read all 5 answers   →
    Would you choose ServiceNow over Microsoft PowerApps?
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Read all 3 answers   →
    What do you like most about ServiceNow?
    Top Answer:It is user-friendly and simple to use.
    Read all 78 answers   →
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    Ranking
    1st
    out of 59 in Help Desk Software
    Views
    19,138
    Comparisons
    11,633
    Reviews
    23
    Average Words per Review
    452
    Rating
    8.5
    Unranked
    In Help Desk Software
    Comparisons
    Learn More
    ServiceNow
    Broadcom
    Overview

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

    Symantec ServiceDesk is an automated incident response and problem resolution solution for quick, effective remediation of end user incidents, systemic problems and essential managed changes.

    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    
    Information Not Available
    Top Industries
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company11%
    Healthcare Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    No Data Available
    Company Size
    REVIEWERS
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise30%
    Large Enterprise56%
    No Data Available
    Buyer's Guide
    Help Desk Software
    April 2024
    Download Free Report
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: April 2024.
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    768,740 professionals have used our research since 2012.

    ServiceNow is ranked 1st in Help Desk Software with 211 reviews while Symantec ServiceDesk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software. ServiceNow is rated 8.4, while Symantec ServiceDesk [EOL] is rated 8.0. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of Symantec ServiceDesk [EOL] writes "Intuitive design, well integrated, and reliable". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas Symantec ServiceDesk [EOL] is most compared with .

    See our list of best Help Desk Software vendors.

    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.