ServiceNow Competitors and Alternatives

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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.

If you previously used a different solution, which one did you use and why did you 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.
David M. Colburn
Consultant
Senior IT Service Management & ServiceNow Consultant at Independent
Sep 06 2019

What is most valuable?

Basic Service Desk processes are easily implemented "out of the box" with some guidance. Guidance must include integrating the categorization schema with a CMDB drill-down capability to ensure the CI is selected appropriately. Some VARs will recommend you don't require a CI be selected in Incident, which defeats the power of ITIL process integration for the more advanced ITIL functionality.

How has it helped my organization?

The State of Idaho has standardized on Ivanti. However, there is no common tool design and implementation strategy across all State agencies for critical integration requirements like the CMDB data model, categorizations, Priority schema, etc. Ivanti is a great tool for initial ITSM transformation efforts as long as you have ITSM strategic planning help that includes training on the value of other… more»

What needs improvement?

Because it is so new, the really valuable processes like Release, Availability, and Financial Management are just bare bones. Configuration requirements are extensive, even in basic Service Desk processes. The categorization schema is not linked to the CMDB data model. This requires you to categorize twice, a pre-ITIL help desk approach that allows Service Desk agents to defeat the real value of… more»
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