ServiceNow Competitors and Alternatives

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Read reviews of ServiceNow competitors and alternatives

Khaled-Gaafar
Consultant
ITSM & Project Management Consultant at a tech services company with 11-50 employees
Jan 23 2020

What is most valuable?

Ticketing systems these days rely on ICIL or depend on ICIL as a framework. The solution has incident management, change management, request fulfillment management, release management, problem management, and CMDB also. With integration… more»

What needs improvement?

One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have. There are very few reports available and to create a custom report… more»

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

The solution does charge for add-ons and third party installations most of the time.

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

I also use Service Now. Sales Manager is nothing comparable to Service Now. You cannot really compare it to Service Now. The majority of market share is divided between BMC Remedy, Service Now, and Avanti. Now they are all challenging SCSM… more»

What other advice do I have?

I'm an ITSM consultant. I'm an IT project management consultant and I'm working on Microsoft Service Manager and ServiceNow. I specialize in these two products: Microsoft System Center Manager, known as SCSM, and ServiceNow. Our company is… 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
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.
Essa Athamneh
Real User
Technical Manager at PRO TECHnology
Nov 21 2019

What is most valuable?

I don't work deeply with the product. However, the pricing is quite good. It's much cheaper than ServiceNow and other related products. The solution is easy to use and has a user-friendly interface.

What needs improvement?

There's a lack of integration with other products. This needs to be improved. Technical support needs improvement as well. There's a lack of technicians and resale engineers in our country. The user interface is good, but it could still use a bit of improvement.

What other advice do I have?

We use the on-premises deployment model. In terms of advice, I'd suggest others focus on the main features such as problem tickets, escalating tickets, ticket flow and support for mobile applications. I'd rate the solution eight out of ten. I'd rate it higher if it had better integration capabilities and better support services.
Get our free report covering BMC, Atlassian, Zendesk, and other competitors of ServiceNow. Updated: January 2020.
391,329 professionals have used our research since 2012.