We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The most valuable feature is the reporting of incidents."
"Many more features than other comparable products."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The most requested feature from our customers is the helpdesk ticketing system."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The reporting is very good."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"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."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"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."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The user interface needs to be improved."
"The configuration could be easier."
"They need more integration with open-source products."
"I have found SCSM not adequate enough to carry out some functions."
"We would like to see a web-based interface that works on mobile devices."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"There is inherent complexity with this tool because of the number of things that it can do."
"In an upcoming release, there should be more administration tools."
"The solution is lacking in the mobile application area that could be improved."
"ServiceNow doesn't cater to the Middle Eastern market."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The price should be lower."
"There are licensing fees."
"The setup cost is high compared to others, especially when the scope is not fixed."
"The mandatory minimum is US$ 20,000 for licensing."
"This is a pretty expensive product, so the licensing could be better."
"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."
"It is very expensive because it is a big organization. You have to pay for additional things."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"They could be more competitive with their licensing."
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:
Reviews from Real Users
IT Central Station 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.”
SCSM is ranked 8th in Help Desk Software with 7 reviews while ServiceNow is ranked 1st in Help Desk Software with 61 reviews. SCSM is rated 7.2, while ServiceNow is rated 8.2. The top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". SCSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM, IBM SmartCloud Control Desk and SysAid, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Microsoft PowerApps, ManageEngine ServiceDesk Plus and BMC Helix Discovery. See our SCSM vs. ServiceNow report.
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.