ServiceNow and ServiceNow Discovery compete in the IT management and service mapping category. ServiceNow appears to have an edge due to its comprehensive customization and integration capabilities.
Features: ServiceNow offers a highly customizable platform with integrated IT management applications. It provides a robust configuration management database (CMDB) and supports seamless app development with pre-built ITIL processes. ServiceNow Discovery adds value by focusing on network and device discovery and enhancing service mapping.
Room for Improvement: ServiceNow's extensive customization can become complex and its pricing and licensing can be inconsistent. The user interface and support documentation need streamlining to improve user experience. ServiceNow Discovery requires enhancements in device detection breadth, cloud capabilities, and error diagnostics.
Ease of Deployment and Customer Service: ServiceNow can be deployed across public, private, and hybrid clouds, although users face challenges with cost and technical support responsiveness. ServiceNow Discovery shares similar deployment needs and has been criticized for less effective support in resolving complex issues promptly.
Pricing and ROI: ServiceNow is priced high, justifying this with enterprise-grade features and potential operational efficiencies. ServiceNow Discovery, while part of the suite, incurs additional costs but offers automation that can offset its high pricing with long-term savings.
The return on investment is good when implementing for ourselves and for other clients.
The support is exemplary and deserves a perfect rating.
I have contacted them four to five times over the past two years, and they have been quite helpful.
It is capable of vertical scaling with no issues.
I would rate it as a nine on a scale of one to ten, indicating it is highly scalable.
ServiceNow is stable enough.
ServiceNow is already a stable tool.
There is a need for bug or error tracking in ServiceNow.
There are sometimes challenges with the portal being a bit confusing for new users.
Improvements could include implementing chatbots to simplify ticket creation.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is considered more expensive compared to other products.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
The most valuable features of ServiceNow for me are its ticketing and reporting capabilities.
The workflows are beneficial as they allow tasks to be assigned to respective teams without the need for coding.
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.”
ServiceNow Discovery finds applications and devices on your network, and then updates the CMDB with the information it finds. Discovery is available as a separate subscription from the rest of the Now Platform.
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