ServiceNow and HCL Domino compete in the enterprise IT service management category. ServiceNow seems to have the upper hand due to its highly customizable platform and deployment flexibility, enhancing scalability and integration.
Features: ServiceNow shines with advanced incident and change management tools, an integrated process model, and comprehensive reporting capabilities. It offers pre-built ITIL processes and flexibility in creating custom apps. HCL Domino is recognized for its stability, robust security features, and effective handling of messaging and applications across platforms.
Room for Improvement: ServiceNow faces challenges with a complex licensing model, steep learning curve, and inconsistent technical support. High costs and integration challenges with third-party tools are also concerns. HCL Domino could benefit from user interface updates, enhanced integration capabilities, and clearer pricing. Performance and technical support require improvement as well.
Ease of Deployment and Customer Service: ServiceNow offers deployment flexibility with public, private, and hybrid cloud options, aiding scalability and system integration. However, its customer service can vary in quality. HCL Domino usually involves on-premises deployment, impacting agility, with customer service affected by technical support issues.
Pricing and ROI: ServiceNow is high-cost, with complex licensing, yet it often delivers positive ROI through efficiency gains. HCL Domino offers more reasonable pricing but high maintenance costs. It struggles to justify ROI compared to newer solutions despite stable performance.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
I rate the technical support of ServiceNow as a nine on a scale of one to ten.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
It is cloud-based, so it is highly scalable and performs well.
I rate the stability of ServiceNow as a nine on a scale of one to ten.
ServiceNow is already a stable tool.
In-line editing of documents and a document viewer are functionalities that would be beneficial.
From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue.
The Notes client is very expensive, costing around $105 per client.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
Its hybrid nature allows the use of both web-based applications and Notes client-based applications.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
HCL Domino (formerly IBM Domino) is a secure, enterprise-grade, application development platform. From IT to business, HCL Domino is the only low to pro-code application development platform that allows your business to build robust applications to solve workflow and process challenges fast. HCL Domino powers businesses around the world with 15,000 customers and 10 million apps built on our platform. HCL Domino has always been a secure, rock-solid, and proven solution.
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
PeerSpot 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.”
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