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ServiceNow vs Alfresco Process Services Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Alfresco Process Services is an enterprise BPM solution designed to help businesses across various industry verticals, such...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

147

5

4

3

2

1

79

57

9

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

3.0

2

5

4

3

2

1

1

0

0

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness. Integrating with other tools is most popular in SNOW with easy REST API.
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.
Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.

Pros

Not enoughreviews yet

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review14 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features66
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Automated Routing
  • Availability Management
  • Business Process Automation
  • Business Process Control
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Capture and Transfer
  • Data Import/Export
  • Data Mapping
  • Data Storage Management
  • Data Visualization
  • Document Management
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Email Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Macros/Templated Responses
  • Mobile Access
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Process Modeling & Designing
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Templates
  • Version Control
  • Workflow Configuration
  • Workflow Management
  • Total features24
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Automated Routing
  • Availability Management
  • Business Process Automation
  • Business Process Control
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Capture and Transfer
  • Data Import/Export
  • Data Mapping
  • Data Storage Management
  • Data Visualization
  • Document Management
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Email Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Macros/Templated Responses
  • Mobile Access
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Process Modeling & Designing
  • Project Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Templates
  • Version Control
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations382
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations10
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Government Administration, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow is better than Remedy and HPSM

Reviewed 4 years ago
Pros

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.

Cons

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.

CS
AvatarImg

Carol S.

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow makes implementing process management easy

Reviewed 8 months ago
Pros

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

Cons

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

SS
AvatarImg

Shreyansh S.

Computer Software, self-employed

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

Servie now Everyday ISTM Tool

Reviewed a year ago

It is incredible to have an obvious interaction while mentioning support, it is simple for you to see the improvement of your ticket and who is or has chipped away at your solicitation. You need to have a distinct inventory; in the event that you don't do that your help demands steps could be too much.

Pros

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

Cons

Making custom pursuit inquiries Work process originator Beginning Setup

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Consumer Goods, 1,001-5,000 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Solid Platform for Help Desk Support

Reviewed 3 years ago
Pros

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.

Cons

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.

RW
AvatarImg

Ryan W.

Telecommunications, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

As Flexible as it is Functional

Reviewed a year ago

We've been using ServiceNow for 5+ years and it has really transformed our Service Desk and Customer Service teams ability to work with the customer.

Pros

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.

Cons

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

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 1,001-5,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow is an amazing Enterprise tool to keep organize your work and your teams

Reviewed a year ago

It's a must-have for companies that provide IT services and organize their cross-functional team. I haven't seen other tool that keep everything well organized

Pros

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.

Cons

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

NK
AvatarImg

Nishant K.

Information Technology and Services, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

ServiceNow logo

ServiceNow

Servicenow review

Reviewed 5 months ago

On an organization level... Servicenow ticketing tool is a total yes from myside..

Pros

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

Cons

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

ER
AvatarImg

Edgar R.

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow ; SupportNow

Reviewed 7 months ago

ServiceNow has allowed my team and me to assist users in my field as well as manage machine inventory. An easy-to-use tool with a plethora of functions and services.

Pros

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

Cons

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

LN
AvatarImg

Louwrens N.

Financial Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow really is simple awesome

Reviewed 2 months ago
Pros

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.

Cons

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.

MA
AvatarImg

Mohamed A.

Verified reviewer

Telecommunications, 10,001+ employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Very good cloud based services

Reviewed 4 years ago
Pros

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.

Cons

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.

SM
AvatarImg

Sean M.

Information Technology and Services, 5,001-10,000 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow Usage

Reviewed a year ago

Positive experience. I have yet to have a problem that couldn't be resolved!

Pros

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.

Cons

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.

BA
AvatarImg

Blessy A.

Accounting, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow ticketing tool is ease to use and tracking issues

Reviewed a year ago

ServiceNow is an ITSM tool and it has so many modules based on business process. It is very helpful to track and troubleshoot issues in better way.

Pros

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.

Cons

I couldn't feel any difficulties so far.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Information Technology and Services, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

A wonderful and probably the best ticket and change management tool

Reviewed 4 months ago
Pros

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.

Cons

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.

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Ibrahim K.

Verified reviewer

Information Technology and Services, 501-1,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Service Now - ITSM (IT services management)

Reviewed 3 months ago

Overall experience has been great as it does the job for my business requirements.

Pros

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.

Cons

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.

AvatarImg
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Vincent L.

Consumer Goods, 10,001+ employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Really helped our team manage requests and tickets

Reviewed 3 years ago

Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

Pros

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.

Cons

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.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Internet, 201-500 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Tool to rule you IT empire

Reviewed 10 months ago
Pros

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.

Cons

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.

CC
AvatarImg

Chris C.

Higher Education, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow Is the Best Incident Tracking Software I Have Ever Used

Reviewed a year ago

Incident management, configuration management, service documentation -- all are easy to use and critical to support our day to day support of our customers.

Pros

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.

Cons

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).

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Gajendra R.

Verified reviewer

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Service Now Review

Reviewed a year ago

For me it very good, specially the change.very easy to create change and follow up with the different parties.

Pros

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

Cons

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.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Automation platform for ticketing services.

Reviewed 7 months ago

Best overall, have been effectively working with ITSM modules and working with Incidents, problems, change , catalog items .

Pros

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.

Cons

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.

DS
AvatarImg

Dakshina Singh B.

Information Technology and Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Review by DB - ServiceNow

Reviewed 4 months ago
Pros

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.

Cons

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.

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Ewan H.

Verified reviewer

Management Consulting, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

Top Dog among Service Management Suites

Reviewed 5 years ago

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

Pros

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

Cons

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

AR
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Anonymous Reviewer

Verified reviewer

Telecommunications, 5,001-10,000 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Streamlined IT Service Management Tool

Reviewed a year ago
Pros

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.

Cons

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.