We used to use E-Service — it was horrible. 

I find little distinction between Jira and ServiceNow in terms of management data, as we initially opted for the standard license, which didn't impose limitations compared to Jira's standard license.

I have no experience with other solutions before ServiceNow.

We used an internal, self-coded solution. We needed more features and functions, like CDP and other integrated solutions for broader support.

We previously used Jira and Monday. Monday is user-friendly and interactive. It's more appropriate for beginners. ServiceNow is better for professional teams who have some knowledge and experience. Monday is accessible and intuitive. It's easy to create dashboards,

We used to use Planview, and we moved to ServiceNow to incorporate one platform for everything. It also made a lot of sense financially. We were at the end of our contract, so we decided to go for a new solution. It took us some time to deploy it, but overall, it works better for us. It has good metrics.

ServiceNow offers a very comprehensive tool that covers end-to-end IT services and IT operations management. This is where enterprise customers seek an end-to-end solution. ServiceNow is being adopted by numerous customers. I have experience with BMC Solutions.

BMC also provides an IT service management platform called BMC Remedy. Remedy is less comprehensive and user-friendly compared to ServiceNow. I've encountered support and configuration issues with BMC Remedy.

I've definitely used over 20 project management solutions, but they can't be compared with ServiceNow. Some of them were homegrown, and some of them were built into the electronic medical record solution that was there. 

The current customer I'm working for didn't make a switch. They had made that decision and gone to ServiceNow four years ago. They adopted Project Management probably two years ago. It seemed very logical to go ahead and switch over to ServiceNow Project Management because people were already logging into ServiceNow. About a year ago, in fact, right about the time when COVID hit us, they actually finished the implementation. There have been some hits and misses because the staff resigned and things like that. 

Other customers that I've worked for had either Microsoft Project files or Excel spreadsheets. Many times, they also had a web-based project management solution that literally was a task list with a percent complete and literally four fields per task, and those would be stacked in. A lot of these were more team management solutions such as Microsoft Office 365. None of them is a competitor to what you get from ServiceNow.

We used Jira before.

We used Remedy and we switched because Remedy is still using old technology

The company did use a different solution. It was not as integrated with the other parts of the company, which is why they switched.

We were using another solution. It was the standard for service management for so many years, but it was horrible. I don't remember the name.

Before the company implemented ServiceNow it was more of a conventional help desk where you as a customer would call in. They might've had a tracking system that they used, however, they didn't give it to us. The thing about ServiceNow is that you get the users to self-serve. We report our own incidents. They never used to do that before ServiceNow.

We had BMC Remedy ITSM. Our ITSM was already outdated. It had no support, and we were looking for a new solution that had all the features we needed. Our first priority was customer satisfaction, but the choice wasn't up to me. It has always been up to the organization. I didn't have the chance to choose. I have just been given a solution.

I also work with Atlassian's Jira Service Desk. I used to work with Service Manager five years ago.

For ServiceNow, I really like it's a single platform. Everything within the platform is integrated already. There are quite rich integration capabilities with other systems at the client-side. For Micro Focus, you can install it in the cloud or on-premises. ServiceNow doesn't really allow you to install anything on-premises. 

On the Micro Focus side, some of their products were really great, such as Universal CMDB or UCMDB. At some point, it's still better than the current ServiceNow CMDB. Some single individual products from Micro Focus were really great for me. However, in some cases, when you come into a client and try to solve a complex task, you need to map the requirements to particular products. For Micro Focus, sometimes it was problematic as you required many products solving more or less the same purposes. At ServiceNow, each module is quite unique and serving its unique purpose. It's more like LEGOs. 

With Micro Focus, I remember in some cases, their solutions were quite resource-consuming. It's pretty predictable since HPE at the time was both a software and hardware vendor. It was good for them to sell software plus hardware. Sometimes it was how to understand why particular software could consume so many resources. That's not a problem with ServiceNow at all as it's on the cloud mostly.

I've been in the industry for almost 20 or 25 years. With the previous ticketing system that I used to use, which was Remedy, there's a big difference. ServiceNow is just so much easier.

Previously I have used CapStone and Remedy.

We used Jira initially for our internal Help Desk platform, but it fell far short of needs for the underlying service management workflows we employed.

With my previous client, I used Jira.

We used BMC Remedy for ticketing system. We never really had a CMDB as we had various databases that housed different information so BMC Remedy, is the main one that comes to mind that we used prior to ServiceNow, that we'll be sun setting. We actually had some in-house tools as well that we developed.

We did so to manage things like our change records and actually that really was the formal IT CMDB if you will. We had some home-grown tools as well that we're working on sun setting.

We used Altiris. Maintaining Altiris servers was getting very expensive. They were hosted locally. We had a very old version of Altiris. We never kept up with the new version, so it never went to the cloud. So very old, very hard to maintain. The admin we had at the time was retiring. But probably the biggest standpoint was how limited Altiris was. You really could not customize it. If you wanted to build reporting, you had to have a sequel admin do it for you because there was no user interface for reporting. It was the system sped out the sequel queries that it was told to do, but you had to write them in sequel. So, it was not very user friendly.

We didn't successfully implement a CMDB. I think different work groups were very siloed and they had the problem of, "Where's our stuff?" They each solved that problem on their own because there was no centralized management database. Some people used spreadsheets. Some people used Wiki Documents or Wiki Documents with spreadsheets in them. Other people just had it in their heads and like, "We'll go ask Jim or go ask Bob. Oh, Bob left. I'm sorry. Go ask Tim. Maybe Bob told Tim before he left." It was like that. What we were able to do was use this as the first product that actually worked. We did try a few other products but we weren't able to get that off the ground. I don't know if that really speaks to those products or if it was the lack of support that we had from our leadership to get it done. I wasn't involved so I don't remember who it was, but I don't believe they were home-grown.

We used to have BMC Remedy and we've moved from that. We've consolidated in a single unified place for people to go and do anything IT related that they need to do.

When I started with the company, we outsourced our issues. When we brought IT in-house, ServiceNow was the first system we used.

We used an IBM tool. We switched because we were told that we were switching.

We recently had an application tool that was supporting certain tasks in HR case-management. That tool has certain capabilities but it's not up to the mark when you compare it with ServiceNow. It provides you details about the task, but it does not have the basic functionalities like chat and email. It has to be integrated with other tools for those things.

I am working for a large company and we were using another service provider before that was expensive and complex. I am not sure how many people are still using the old service we were using before because it is outdated compared to other solutions. ServiceNow has a lot more people supporting it, it is a lot easier to find developers, and it is a much more modern platform.

It was scattered. It was decentralized, so people in their own locations were tracking a certain way or doing things a certain way. Some people had barcoding systems and scanned assets, while other locations were just eyeballing it and logging it onto spreadsheets. We knew there's a problem, and just like the Chief Product Officer is saying, you want to automate where you can, and this is where we want to go.

We went out to go get a certified partner's product and cross-views, and they've helped us really just make it look and feel more friendly than when now you look at Helsinki, it's like right in alignment of where we are today and where we want to continue to go, so those are the other things that we have to weigh out.

We had some homegrown tools, and for incident management itself we had a multi tenant instance with a vendor called Compucon. We shared an instance which wasn't going well, so we brought it in house and then decommissioned our internal apps.

In my past lives they have used Remedy as well as HP Service Desk at the time. At a previous company, I helped to implement HP Service Desk.

Black Duck, Veracode, and SonarQube are some of the tools we use.

We did previously use a different solution, however, with ServiceNow, we find that it offers better scalability, ease of use, features, and functions.

I was using Remedy and HP Service Manager. We switched because of ServiceNow's scalability, stability, and the user interface. I believe that the business mindset of whoever created or expanded ServiceNow was to make sure that we have a good developer community with an open system for people to understand and expand their knowledge, a better UI, and better workflow management, which I did not see in Remedy. 

Remedy has a lot of constraints; the integration and referencing had issues. ServiceNow has an option of referencing many tables in one form, but that was not available in Remedy. Also, Remedy was not that scalable.

We needed a person to have good technical knowledge to consider the system, but with ServiceNow, you don't need technical knowledge; they have made everything UI. So, that's a good thing.

The cost might be on the higher side, but the services were better, so we chose ServiceNow.

We did previously use different solutions. Everything was fragmented. We were able to combine multiple systems. We tied multiple systems to combine them into one ServiceNow offering. We wanted to consolidate 50 or more systems into a single system and Service Now is one of the two options we looked at that was able to do that.

Earlier we were using the HP Service desk

We previously used HP before switching to this product.

At my previous firm, we used Remedy. My current firm previously used something called HiQ Tracker or something like that.

There were other products that have been used before, but mostly IT wants to go into making sure we're using the best framework, ITIL framework, ITIL processes, making sure that you're using metrics and tracking and understanding where all of your resources are being utilized across your infrastructure so that you can get the best value out of the people that you have on staff.

I have experience with HP Service Management. That's how I started my career. So in terms of the processes, both are good. While HP was also mature, ServiceNow processors have flexibility which is and that's amazing, and it's easy as well.

We're on Remedy now, and we implemented a previous version of it about 10 years ago. We made tons of changes and customizations to it. When it came time to do the upgrade we couldn't.

I've used many other types of applications such as HEAT, or Remedy, any of those guys and a couple others that I can't remember the name of. They're all customizable to a point. Obviously, not many of those previous ones actually had a full ITIL buildout, or full offering as ServiceNow does. From my point of view and my aspect, I'm more concerned about user experience, and more concerned about backend experience as an IT professional coming in and trying to fix issues, and track said issues. ServiceNow has a much bigger offering in the sense that you've got new changes. You've got your problem ticket findings. You've got tracking for CIs, and the CMDB database, and sitting on the backend trying to provide all that data for those tickets, and whatnot, throughout the company. It makes it a lot easier. It's definitely a one-stop shop for being able to actually come in and help your users, but also help your full infrastructure, your backend.

To start with, we wanted a global planning platform for all our ITSM activity, throughout the business, for internal IT. That's the reason we started migrating ITSM from different groups to ServiceNow. We did some homework on that, such as what was the market position of ServiceNow and how we could integrate with other third-party applications. After doing that analysis we came up with the ServiceNow as our option.

Before ServiceNow, I had worked with BMC Remedy and worked with and compared Micro Focus Service Manager vs ServiceNow. We switched our services because ServiceNow is really easy to configure and it's a cloud tool. In terms of the performance and the implementation, it is really easy to configure.

Have experience with BMac software, HPE, IBM and other leading ITSM tools.

ServiceNow has nailed the basic ITIL process integration requirements and the CMDB model is service-based out-of-the-box.

This approach using out-of-the-box and frequent small revisions only works with ServiceNow's quality underpinning best practice framework.

The entire time I've been here we've been using ServiceNow.

I also have experience with Jira.

I have been with this company for four years. When I came into the company, this solution was already in place.

We did use a different solution, and there were a couple of reasons why we went through the transformation. One of them was to have enhanced capability and being able to do more with singular capability versus multiple capabilities. This was the primary reason for the switch.

Altiris is the product we're getting out of. I think there's a lot to be said for actually having a web-hosted solution these days. There are a lot of things you don't want to actually bother to manage yourself internally.

I think because we're starting to look at so many other areas that are potentially out in the cloud, such as we're using Workday for HR, and the potential integrations that we even have from a cloud perspective, once we've got ServiceNow and the ITSM piece of the cloud. Those are, I think, major selling points over just the overall flexibility over what we had in the previous product.

We are working with Ivanti and BMC Helix.

There's no real alternative on the market currently, from my point of view.

This solution was already in place, but in a different organization, I used a solution called SysAid. I thought it was much easier to manage.

We used the CMDB that is offered within the product that we make/sell ourselves (Plex Online). It was not designed to meet the needs of a software company and we took the opportunity to move to something that was a better fit.

We had a simple tool with which you would just open a ticket, without SLA, no features. But we had internal issues and realized we should improve our processes. That's why we went to ServiceNow.

We were using a competitor product at the time. It was from our corporate office. We brought a real sharp guy in from NetApp. He had used the ServiceNow platform for about half a decade. He's been to just about every conference. He was bragging about the fact that he was at the Knowledge 2011. He's a pretty sharp guy. He brought it to our attention, and then helped implement it. We tease him and say that maybe he's brought a lot of his bad habits from the other companies into this one too. Along with some of our bad habits from CA, which is us poking fun at the customization. He really does know the product inside and out, and we're lucky to have him.

I've also worked with SolarWinds and ManageEngine. I prefer ServiceNow, as there's a lot of automation tools available in that and it's been a stable product. It's been in the market for a long time. It's got a good market reach also.

I have used BMC Remedy previously and the primary reason for switching to ServiceNow was around the fact that ServiceNow is cloud-based, scalable, and easily configurable.

We were using HP Service Manager before and even before that I think we had used Heat. I don't know whether there were any other competitors or not, as this was selected by the stakeholders in our company, so I don't know what they considered.

We used to use different solutions. Some of it was kind home-grown. Nothing similar to ServiceNow from as a platform perspective.

We had a multitude of systems. When we talked about a knowledge base, Knowledge Base was a home-grown system that we had outgrown as far as IT and the university. We ran into severe limitations with our Knowledge Base. We had old content out there. ServiceNow allowed us to restructure how we're doing knowledge, and implementing a knowledge base to the entire campus. Incident, we were using Footprints, which was eventually bought out by BMC.

It was sold two or three time in Footprints. We had used Remedy. Remedy proved to be so cumbersome to manage, as far as an incident management tool. We've gone multiple directions. ServiceNow, as far as incident management, allows us to quickly escalate issues to the proper teams. Not only across IT, but we've incorporated it in so we can escalate issues to departmental IT personnel as well, and even outside of IT where necessary.

We're slowly integrating it. They're still using Heat for incident management. They had nothing for project intake, for onboarding, or service requests so we're bringing those on now as well.

We had a custom Lotus Notes database that we were using for request fulfilment before, but some of the other pieces that ServiceNow fills in we had various solutions for. We switched because ServiceNow gives us more capabilities as far as giving us one platform to be able to have a lot of our systems on and it has a lot of functionality there just out of the box. A lot of plug-ins you can just turn on and have some functionality, which of course, we want to customize. But, being able to roll out something like that so quickly helps.

We were using CA Service Desk. The learning curve is going to be a lot shorter. The interface is much more user-friendly and, again, the integration is much better.

We used a solution from HP.

We were using ChangeGear which was kind of limiting. We're a global company now. I don't know, I wasn't in on the why we changed but I know that we were using ChangeGear now before Service Now and it just wasn't suited to our needs.

The last thing I used before ServiceNow was HPE Service Desk and Remedy. Those are the only two other ones I've really used. I've seen other ones demoed and stuff, but they were not as flexible. I guess I've used SAP too.

I currently go to school too, which is at NKU in northern Kentucky and they use a SAP type product. I can't remember what it's called, but it's just not very functional.

We used BMC Remedy, but since we were using a very old version, we can't compare it to ServiceNow. ServiceNow is a lot better and more user-friendly compared to that tool.

In my previous company we used a custom-built tool which was not available on the market. It was called My Article Support and was built internally specifically for big biotic collection. It was highly customized and it catered to a lot of our needs.

One of the features in that tool was based on the customer engagement level and not on the revenue impact that customer had on the organization or the number of users impacted, etc... It would generate the incident prioritization score, which determined how quickly we were supposed to work on the incident. So the prioritization of incidents was automated, which I do not find in ServiceNow. But that tool was very customized and it was internally built so the development was done in-house. The second thing was the ability to track and close escalations because it was a custom-built tool and there was a process for it. The process was defined and was in the documentation.

We used a homebrew solution developed by (and for) our IT department. It was far too complex for marketing users.

We used BMC's Remedy product, but it was traditionally call tracking, and so it really didn't unify it under any sort of framework. It was just call tracking and knowledge, and so ServiceNow gave us an opportunity to see it, just to open the world of ITSM up, we hadn't been exposed to before, and see that you could actually bring all that stuff together in one place and resolve it more efficiently.

We were using HPE Service Management, but it was cumbersome. It was really not user-friendly. ServiceNow helped us, plus added value of workflow. We use a lot of workflow as well. We use that. That was the greatest value for that.

We were using an older system. I was an administrator of that when we brought on the ServiceNow platform. That's when I started becoming an administrator.

I have used Cherwell, and while it works fine, it leaves a lot to be desired as far as user experience. I may be jaded because of ServiceNow, but managing data in Cherwell is nowhere near the capability of ServiceNow.

Previously, I was using Jira. 

Jira is meant for small enterprises and it is much cheaper than ServiceNow. 

ServiceNow is meant for a much larger user base.

I'm an implementer. I work with several solutions.

I worked with HP Service Manager. I know that BMC Remedy is quite similar in functionality to ServiceNow. They are trying to be in the same space but with HP Service Manager, I know there is a problem. For example, my previous company decided to go forward with ServiceNow as it had a service catalog. The Service Catalog functionality wasn't working in HP Service Manager, so they decided to switch to ServiceNow.

I only joined the company recently, so I don't know if something else was used.

Not at this company, but beforehand I had used Remedy. It is a very traditional IT Service Management tool, basically a help desk, but I think there's a lot more in ServiceNow.

In my previous organisation we used LanDesk which used to have less options. Hence switched to ServiceNow.

We were using something before that was supposedly an ITIL platform, IncidentMonitor. As we expanded and got bigger it just wasn't an enterprise solution that we were looking for, so we looked at ServiceNow, and I can't remember the name of the other one we looked at. ServiceNow by far was the one to go with.

I've used BMC Remedy which I hate, and the others were just homemade.

We have not used a solution at all, so this was the first.

I think they were using HPE Service Manager, and I don't think they were using it to the extent that they're using ServiceNow, just a few components were turned on. I think it was just incident management so they weren't doing project management stuff and I don't think they were doing time tracking. They weren't fully utilizing it.

Our company is basically a group of companies, it's not just one company, so our IT infrastructure and department and the way we operate is very fragmented. One of our goals is to combine them into one enterprise.

We are actually using about 26 different ITSM tools and we are in the process of eliminating them all. Over the past two years we have been able to get rid of five of them, and we're continually working towards off-lining the rest as well. The biggest one that we currently use is Maximal, I believe IBM uses that, that's who we deal with, and it's still there.

We used a different product, and switched because it was easier to set up and customize to the needs of our business compared to its competition.

I would definitely say that I recommend ServiceNow because I've also worked in the Micro Focus tools in the past for quite some time. When I compare it with ServiceNow it is not even close. I would say recommend ServiceNow as compared to the Micro Focus.

I was not part of the team or a decision maker for using this tool. I am an end user. It was purchased by our organization.

I previously used CA UIM. CA didn't really know what was going on and a lot of the stuff they promised was really not working properly. They got us in the contract, though, so it's too late.

We previously used Microsoft Service Manager. We were on the fence about moving over to Geneva then Helsinki came so we're thinking about moving over to Helsinki. We're trying to get that planned out.

I have a few experiences with HPSD. Thick client instead of web application says everything.

We previously used BMC Magic, Remedy, and CA ServiceDesk, but their lack of flexibility moved us to ServiceNow

Compared to other ITSM platforms, ServiceNow is by far the most agile, robust, and scalable platform.

There was a home grown solution as well as an external solution. We had had that solution for over twenty years and it had been through many different partners and many different hands, and it was not very customizable. I think that especially with ServiceNow, it's allowed us to start pushing forward the thought of ITIL within our authority.

That was Service Desk Express. We actually had it when it was Magic Solutions back in 1997, out of Newark, New Jersey. It actually was the lighter version of, it was the smaller offering from BMC.

We didn't have another solution before ServiceNow.

I've been in this industry so long. Prior to this I'd been working with Remedy for about fifteen years or so. This takes me back to the really old Remedy days when it was a really great product, before they were bought out by a big company, where there was a great community and great conferences.

I used a custom solution in the past, but switched to ServiceNow.

We did use Symphony which was very internal oriented and needed a step towards our customers. Servicenow provided us the possibility to interface with numerous different customers in different countries as well as third parties. 

We also continue to use our own application that we develop which supplements ServiceNow.

It was implemented prior to me joining the company.

Many customers are choosing ServiceNow as their ITSM product and that is the reason we are planning to switch. ServiceNow is the trending tool for ITSM. Many customers have been migrating from Remedy to ServiceNow.

Although I am aware of other solutions, such as RemedyForce, currently we're using this product and we don't plan on changing any time soon.

No.

We are also using HP Service Center. We are consultants of it, and HP Service Center is also a good product. It depends on what the customer needs and how the customer wants to customize as to which solution they are offered.

ServiceNow is faster, easier to use, and configure. Also, if you have customizations you can use a lot of out-of-the-box features of ServiceNow and it's really simple to change something.

I have used other products and switched because of the ease of use of ServiceNow, and the functionality of it.

We used BMC Remedy, and it was slightly different but we went for ServiceNow because it is more user oriented.

We have been using both ServiceNow and BMC Helix ITSM for our client. ServiceNow is more scalable, competent, and intuitive than BMC Helix ITSM. It is a little bit more expensive than BMC Helix ITSM.

We were using email. It was pretty bad and we were dropping the ball often.

I am also working with CA SDM and in the process of comparing the pros and cons of each.

Previously, we were using BMC Remedy.

We previously used BMC ARS. We switched because it has helped to reduce operational IT costs by 30-50%.

I started my career with ServiceNow only. I haven't used any other tool. I have a little bit of knowledge about Remedy, but I don't have any practical experience with it. My practical experience is only with ServiceNow.