ServiceNow Competitors and Alternatives

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Read reviews of ServiceNow competitors and alternatives

Uday Madasu
Real User
CIO at Jewish Board of Family and Children's Services
Apr 30 2020

What is most valuable?

My team uses the change management software and Knowledge Base. They give us workflows and allow for an approval process. Within my department (IT), we use SysAid for… more »

How has it helped my organization?

We are using SysAid in information technology (IT). That was what we originally started using it to do: incident requests, changes, and problems. Then, people loved SysAid… more »

What needs improvement?

We would like them to approve the security functionalities, e.g., management security features. Currently, the way society is set up in our agency is that we only have two… more »

What's my experience with pricing, setup cost, and licensing?

SysAid is a good solution, especially from a pricing perspective.

Which solution did I use previously and why did I switch?

Our previous solution wasn't good for the long-term, which is why we switched to SysAid. We were previously using a homegrown Access database. Some of the other support… more »

What other advice do I have?

One of the things that we do in my department is a lot of training for our end users on different applications: clinical and financial applications. We use SysAid and the… more »

Which other solutions did I evaluate?

We looked at a couple options. Previously, I have implemented BMC Remedy, so we looked at BMC Remedy. We looked at another vendor called Cherwell. A couple of years ago… more »
Imed Inoubli
Real User
Information Technology Service Desk Manager at MAF Retail
Jul 30 2020

What is most valuable?

The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features.

What needs improvement?

From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment… more »

What's my experience with pricing, setup cost, and licensing?

Compared with other vendors, pricing is okay. But they increase the price every year which gets me in trouble with finance. I have to convince them why I have to pay these extra amounts which are supposed to stay the same. I know it's not linked to Atlassian always, because also the other partner… more »

What other advice do I have?

I would rate Jira an eight out of ten. I would like for them to have automation to change the portal, it's still limited. It's not user-friendly compared with other vendors. I recommend would, of course, recommend Jira. It depends on the users. When we started, it was good for us but now that the… more »
Consultant
Principal Consultant at a professional training and coaching company with 1-10 employees
Oct 30 2019

What is most valuable?

The service catalog is a really good aspect of the solution. It offers incident management, problem management, change management, and a self-service portal among other features. The workflow of the solution is very good. The foundational architecture is also impressive. The whole service management… more »

What needs improvement?

The product requires heavy administrative work. It's not an easy drag-and-drop workflow type of model. It's hard to configure and customize. Axios claims that the new version will improve that, but I haven't seen that product. I hope they offer it in the next release. Technical support could be… more »

What's my experience with pricing, setup cost, and licensing?

While the solution is great for large enterprises, it's expensive, so it may not be feasible for smaller organizations. The solution works on a subscription fee. It's not a monthly basis, but more about a one-time fee and then usage according to a variety of items. It's not like a cloud-based model… more »

What other advice do I have?

I'm a consultant. I have clients that use the solution. We use the on-premises deployment model. Typically, we deal with large-scale enterprises like banks. The solution is very good. My advice to people going with Assyst is that you need to make your process clear, as it is an architectural model… more »
Real User
Project Manager at a mining and metals company with 10,001+ employees
Mar 10 2020

What is most valuable?

The most valuable features are the requests and incident tracking.

What needs improvement?

When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value. The agents generate information that is not important for me and it means that I have to scroll down to the bottom of the issue in order to find what I am… more »

Which solution did I use previously and why did I switch?

We are also using ServiceNow and our developers are using JIRA. In my opinion, JIRA Service Desk is more oriented to developing software and it covers the topics surrounding that job.

What other advice do I have?

My advice to anybody who is implementing this solution is to be patient. It is going to take effort and time to properly deploy. I would rate this solution a seven out of ten.
Real User
IT System Administrator at a healthcare company with 1,001-5,000 employees
Sep 11 2019

How has it helped my organization?

It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution.

What needs improvement?

The workflow should be made to be more user-friendly. It should also have more granular scalability.

What's my experience with pricing, setup cost, and licensing?

Our costs are well over $250,000.

Which solution did I use previously and why did I switch?

We looked for the problem and where there was inefficiency within the team or company-wide. We are looking into ServiceNow to replace the system. The team that is managing this system did a POC and… more »

What other advice do I have?

I would rate it a seven out of ten.

Which other solutions did I evaluate?

We looked into Remedy and ServiceNow. ServiceNow is more Enterprise and it integrates with other remote tools that we have.
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