ServiceNow and SCSM are prominent competitors in the IT service management category. ServiceNow often takes the lead due to its versatile cloud-based functionalities and diverse feature set that enhances operational processes across departments.
Features: ServiceNow is equipped with automated workflows, integration capabilities, and extensive customization options that enable process improvements across departments. Its strong points are incident and change management, as well as ITSM functionalities, which receive positive feedback from users. On the other hand, SCSM provides essential service management capabilities and integrates seamlessly with Microsoft tools, which is a significant advantage for organizations already using Microsoft's ecosystem.
Room for Improvement: ServiceNow could benefit from improved reporting features, enhanced security, and better user training resources. Additionally, its complex licensing model and cost structure are frequently cited as drawbacks, with users seeking clearer pricing transparency and more advanced self-service features. SCSM is often criticized for its limited customization options, challenges in patch management, and the need for better mobile integration and a user-friendly interface.
Ease of Deployment and Customer Service: ServiceNow is praised for its flexible cloud deployment options, offering public, private, and hybrid cloud setups, though its technical support can sometimes be inconsistent. It has a robust community backing, despite the complexities of its licensing. SCSM, primarily on-premises, offers consistency and reliable support when integrated into the Microsoft ecosystem, although it can be slow to meet new user requirements compared to the agile deployment of ServiceNow.
Pricing and ROI: ServiceNow is often seen as an expensive choice, with increasingly complicated pricing structures. While its comprehensive capabilities can justify the cost and provide a good ROI when effectively implemented, the high initial outlay remains a concern. Conversely, SCSM is perceived as a more cost-effective alternative, particularly advantageous for those deeply integrated into Microsoft products; however, the need for third-party tools to supplement its functionalities can add to the overall cost. Its ROI is generally regarded as positive, given the existing Microsoft license utilization.
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.
Response times are slow, and engineers often lack the necessary product knowledge.
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.
From an admin point of view, Intune has more features and is easier to manage.
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.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
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.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
SCCM provides remote tool functionality, which is not in Intune.
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.
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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