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53,091 views|33,606 comparisons
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1,242 views|729 comparisons
Featured Review
Find out what your peers are saying about ServiceNow vs. SysAid and other solutions. Updated: November 2021.
552,136 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs.""It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers""The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs.""It has more extensive features as compared to the other competitors.""It is robust and very user-friendly.""The pricing of the product is quite good. It's not too expensive.""There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities.""If you stick to the out-of-the-box solution, it's an easy setup."

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"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage.""The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.""It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.""All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.""The solution can scale.""The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.""The simplicity of the solution is excellent.""It tracks everything that the technicians are doing. We can account for time and manage resources."

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Cons
"The high price is a huge barrier in Portugal.""The customization that we are doing for the needs of our organization are difficult to do and could be improved.""All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use.""The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions.""Licensing costs are very high.""Very expensive.""It's not user-friendly by default, but it can be customized to be customer-friendly.""The pricing of the solution could be better. It's a bit high."

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"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.""We would like them to approve the security functionalities, e.g., management security features.""One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.""Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that.""The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields.""The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.""Currently, SysAid does not have a mobile application."

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Pricing and Cost Advice
"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward.""In Tunisia, the companies find the licensing costs to be expensive.""This is a pretty expensive product, so the licensing could be better.""Certainly, from a product-platform perspective, the price is not too bad.""For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees.""The price of this solution is expensive.""The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified.""They could be more competitive with their licensing."

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"We saw our investment back at the end of year one.""SysAid is a good solution, especially from a pricing perspective.""Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests.""Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

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Questions from the Community
Top Answer: Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
Top Answer: For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.
Top Answer: For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees.
Top Answer: The simplicity of the solution is excellent.
Top Answer: The pricing is very good. It's an affordable tool in comparison to other market leaders.
Top Answer: In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it. Monitoring in our organization needs… more »
Ranking
1st
out of 55 in Help Desk Software
Views
53,091
Comparisons
33,606
Reviews
58
Average Words per Review
598
Rating
8.1
6th
out of 55 in Help Desk Software
Views
1,242
Comparisons
729
Reviews
7
Average Words per Review
1,908
Rating
8.3
Comparisons
Learn More
Overview

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:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

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.

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Offer
Learn more about ServiceNow
Learn more about SysAid
Sample Customers
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Top Industries
REVIEWERS
Financial Services Firm17%
Computer Software Company15%
Healthcare Company10%
Manufacturing Company10%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider15%
Government8%
Financial Services Firm7%
VISITORS READING REVIEWS
Computer Software Company24%
Comms Service Provider24%
Retailer12%
Government6%
Company Size
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business20%
Midsize Enterprise15%
Large Enterprise65%
REVIEWERS
Small Business38%
Midsize Enterprise13%
Large Enterprise50%
Find out what your peers are saying about ServiceNow vs. SysAid and other solutions. Updated: November 2021.
552,136 professionals have used our research since 2012.

ServiceNow is ranked 1st in Help Desk Software with 61 reviews while SysAid is ranked 6th in Help Desk Software with 7 reviews. ServiceNow is rated 8.2, while SysAid is rated 8.2. 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". On the other hand, the top reviewer of SysAid writes "Enabled us to have a better workflow for tickets and provides us with multilayered service management ". ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Microsoft PowerApps, ManageEngine ServiceDesk Plus and Appian, whereas SysAid is most compared with ManageEngine ServiceDesk Plus, Spiceworks, SCSM, JIRA Service Management and Clarity SM. See our ServiceNow vs. SysAid report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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.