ServiceNow vs Alfresco Process Services Comparison

I have been avid ITIL practitioner and have been using various products in various companies of my job experience. ServiceNow supports ITIL processes completely and most efficiently where there are minor drawbacks. The level of compromise required to enable processes efficiently is less as compared to Remedy and HPSM. Service Now has harnessed the power of virtual assistants which is yet being explored by other companies. The ease of set-up and manageability makes configuration of ServiceNow a cake-walk.

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process. Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects. integration with risk management could have been made simpler to show the mapping of technical risks to business risks.

I love that we were able to implement catalog services to hel automate various processes.

For knowledge management ServiceNow is not very user friendly. It is difficult when trying to maintain formatting of knowledge documents.

Profoundly adjustable Light weight application Simple to incorporate with customer stock. Following ITIL measure for occurrences/change/issue the board, and so on Return for capital invested is top tier

Making custom pursuit inquiries Work process originator Beginning Setup

Implemented ServiceNow as a HR help desk solution at my organization, in combination with starting up a new global HR services team. This instantly produced efficiencies in how we address employee questions/issues, allowing our services team to handle tickets as a Tier 1 solution.

Not seeing any drawbacks from this, primarily because we had nothing (employees would email COEs directly) before this, and we still need to get more familiar with using the platform.

ServiceNow is such a user friendly product. Their out of the box modules require very little customization to get you up and running using a wide suite of available modules, there's not a lot ServiceNow can't do.

Over-customization can make upgrading time consuming but there are plenty of guides to assist you with this process.

One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm you can customize your Dashboards and initial page, even with colors.

For beginners is really hard to get used to it, searching for a person might be a difficult task if you don't know the tool

Servicenow is easy to use tool.. It has a lot of functions and options that can be very helpful for an organization..

The dashboard is a little complex and user need to be actively good for looking for a particular process to work on..

The dozens of functions and features are offered. Has made my job easy and enjoyable. Easy to navigate.

At first, a tad bit tricky to maneuver and use to its full potential. Would like to see an integrated help system.

ServiceNow really helps us to manage our customer and IT services from end-to-end. We make use of the ITSM, ITBM, IT Asset management, and CMDB features. Together all these features help us manage our clients, our services, and our assets. There really is so much one can do with the software and once users start adopting this, it really makes such a big difference to how IT can assist the business. Even our other teams like finance started to use it as well now.

In terms of Backend Setup, ServiceNow does take some configuration to work really well, and this might not be an easy task for someone without previous experience.

I used to deal with HPE/MicroFocus tools which are great, however with ServiceNow service you can build entire ITSM services in a very good way and easier and customize it as you need to meet your org need.

It is not very easy to deal with especially it you are new to ServiceNow UI The trainings are very expensive if you dont have a good deal for it, it will costs a lot.

It very easy to open up a ticket and track the communication. You can see where in the process your problem is and see the comments made.

When a ticket is commented on, you get an email of every comment that has been made, so sometimes it's hard to see what the update is.

To rack incidents, problem management , change management in proper way. Also we can create knowledge base articles in ServiceNow platform. We can add service catalogue based on our requirement.

I couldn't feel any difficulties so far.

Search feature is very powerful and easy to use as it is globalized search. Allows me to see the ticket distribution across my teammates. Supports customization of the change management process.

The frontend design looks a bit old and not much attractive to me personally. Also it is little bit costly. Apart from these 2 things, everything else seems great about ServiceNow.

This tool offers many features but I've used this tool for ticket maintenance, and service management. For service management the services catalogue offers extensible options to manage and generate service level requests, however we integrated our companies SNOW with Clients SNOW in configuring API's for ticket generation and maintenance.

The tool requires some level of training to actually unlock and be able to utilize all the catalogues this tool offers, delays in report generation with a very difficult integration model.

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.

ServiceNow can probably do pretty much every task you need to do in IT support and process management. Sure, you might have to customise it here and there but ServiceNow can be used to do the job. Stable, robust and just works.

The fact that you can do everything with it makes it a bit slow to adopt. Also not sure about the costs, but I think it's on the more expensive side.

Easy to log incidents, update status and communicate with the customer about their tickets. Great for storing service documentation -- all of our services are documented in ServiceNow so that as tickets come into our queue, we have a repository of knowledge base articles to refer to in order to resolve the issue. The visual task board facilitates daily team standups to discuss status and priorities.

The only thing I could think of is it would be great if the visual task board had more Trello-like features, especially their power ups (custom fields, burndown chart, etc).

Amazing tool for change incident and CMDB management. I am using this tool for change and incident and I found it best among the tools I used. Design the too the way you want. Very simple user interface and make process very easy. With any experience user can use this tool

Nothing as I am aware of as for me this is best and the way service now is improving , I have nothing what I can this as an improvement.

The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features. Also its integration service that allows clients about their stages of requests. Also in problem tasks the way it creates a RCA ti avoid further incidents count on as great features of ServiceNow.

The SLA is what I dislike because there are some tasks that require greater time than the expected time also in catalog items in variable type as multiple choice if we want to hide a choice it is not possible and requires DOM scripting because of which in future relaeses of new versions it could create an issue.

This feature is very very impactful in day-to-day IT business. From incident management to customer engagement, it provides end-to-end solutions. You have multiple options to display your data in graphical or list formats. It gives multiple filters to generate effective reports. It provides a very easy and feasible way to onboard the users and manage the customer accounts and their cases. Our IT department uses ServiceNow helpdesk services to manage the employee data. The support features from ServiceNow makes it easy.

I do have a few things in mind that ServiceNow can upgrade: 1. They should give the option to edit the comments we make on cases/incidents/changes etc. 2. They should provide the option to perform the search specifically on comments and it should be optimised. 3. There should be option for grid view instead of list view, such that user can go to the next case or incident and update them side-by-side. Currently if we filter out 10 cases, we have to open them all in separate tab to work on it. It should be managiable using same tab only.

ITIL based Service Portal (Self Service Portal for quick searches spanning instance or specific areas) Knowledge Base (despite that not being checked in the available features) Full Service Management solution for the ENTIRE organization Strong Workflow engine Visible Table structures for clean data flows Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...) Best in the business system architecture (fully redundant instances) HI Administration portal and ServiceNow support are top notch Service Now community is extremely active Docs site (formerly wiki) well updated and complete. Great organization and User groups You get a cake upon launch! Extensive Integration capabilities

Cost Some out-of-box examples really don't match up to any organizations needs and leave you wanting more Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster) Configuration can sometimes be limited and requires some Javascript to get past basics Mid Servers for integrations can be more work to maintain than desired

Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.

ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.