ServiceNow vs ServiceNow Discovery comparison

ServiceNow and ServiceNow Discovery are both solutions in the IT Asset Management category. ServiceNow is ranked #1 with an average rating of 8.5, while ServiceNow Discovery is ranked #5 with an average rating of 8.2. ServiceNow holds a 25.0% mindshare in IAM, compared to ServiceNow Discovery’s 4.7% mindshare. Additionally, 91% of ServiceNow users are willing to recommend the solution, compared to 97% of ServiceNow Discovery users who would recommend it.

ServiceNow

Read 214 ServiceNow reviews

6,893 Views
4,399 Comparison Views

91% willing to recommend

ServiceNow Discovery

Read 40 ServiceNow Discovery reviews

1,141 Views
566 Comparison Views

97% willing to recommend

ServiceNow

ServiceNow Discovery

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Executive Summary

We performed a comparison between ServiceNow and ServiceNow Discovery based on real PeerSpot user reviews.

Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed ServiceNow vs. ServiceNow Discovery Report (Updated: October 2024).

Buyer's Guide

ServiceNow vs. ServiceNow Discovery

October 2024

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Helped 815,854 peers since 2012

Categories and Ranking

ServiceNow

Ranking in IT Asset Management

1st

Average Rating

8.4

Number of Reviews

214

Ranking in other categories

Help Desk Software (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)

ServiceNow Discovery

Ranking in IT Asset Management

5th

Average Rating

8.2

Number of Reviews

Ranking in other categories

Server Monitoring (3rd), Cloud Resource Discovery Services (1st)

Mindshare comparison

As of November 2024, in the IT Asset Management category, the mindshare of ServiceNow is 25.0%, down from 26.4% compared to the previous year. The mindshare of ServiceNow Discovery is 4.7%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management

Featured Reviews

Fabio QUINTANILHA

IT4IT Manager at L'Oreal

Jan 29, 2024

A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…

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RISHI GUPTA

Senior Manager at a manufacturing company with 5,001-10,000 employees

Jan 20, 2023

Valuable relationship building that discovers and auto-builds to make cleanup easy

Proof of concept for the solution doesn't make much sense. It totally depends on the capability of your partner. Choose the partner very carefully while you plan to use the solution. If you get a very competent and capable partner, then life will be easy. If you have a partner who only does technical implementations, then that won't help you. You need to have CMDB and CSDM experts on the team because the solution is for CMDB and CSDM. If you don't design your data model really well, then the solution will not give you much result. The solution is not fully automated so you still need to make some effort. You have to go through the complete remodeling cycle for non-useful data elimination whenever you add a new LAN segment or new mid-server on a new data center or service. It is a little bit of effort, but it is worth the effort. Based on the necessary but important effort, the solution is rated a seven out of ten.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."

"Within our organization, we're not finding really any major issues with scalability and things of that nature."

"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."

"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."

"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."

"It's great to do statuses or to review tasks."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"What I like the most is that it's a common service data model and the fact that everything is available on one platform."

More ServiceNow pros

"The most valuable feature is its integration with CMDB, as it collects all the data."

"In the past, I found troubleshooting difficult in ServiceNow Discovery because I didn't have much exposure to the platform during that time, but then I explored some troubleshooting features, and I found that it wasn't that tough, so this is one of the qualities I like about ServiceNow Discovery. I also like that log reading in ServiceNow Discovery is much better than other tools. Another valuable feature of the tool is that you don't need to install many tools to deploy ITSM. You only need to subscribe to the modules to deploy the proper ITSM in your organization."

"ServiceNow Discovery is useful for discovering the servers, like the servers of Windows and Linux, from the client network."

"The best part about ServiceNow Discovery is that it is included in the ServiceNow suite."

"We mostly use the solution's ITSM and ITOM capabilities in most workflows."

"The best thing about Discovery is maintaining all the CIs in one place. I can sort the data, export it to Excel for manipulation, and build reports like how many computers or servers we have and their capacity."

"ServiceNow's Discovery feature is quite significant because it allows for service mapping and integrates with VIN management. It involves adding a business context to servers, routers, switches, and data centers. This means understanding not only what's installed on these systems and how they function together but also recognizing their significance in terms of business applications from the business's perspective and how they impact business processes and capabilities. So when we delve into these aspects and connect them to the essential components, it can help you engage in more meaningful discussions to enhance capacity management practices. In essence, it contributes to the overall IT portfolio, almost functioning as a business platform. This platform is accessible to users who leverage the data to initiate incidents, implement changes, and resolve problems. Consequently, consolidating all configuration items or assets into a unified platform makes sense, especially considering you already have Discovery in place. If the cost is reasonable, the other two components might not provide much value, except for their user-friendliness, which is often less important to leaders compared to the desired outcomes."

"We can find servers or services we were unaware of and stumble on vulnerabilities from those devices."

More ServiceNow Discovery pros

Cons

"They need to be providing vendors and implementation partners with materials and guidance on implementation."

"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."

"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."

"It's a little expensive compared to other tools."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."

"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."

More ServiceNow cons

"The current limitation requires having mid servers or discovery servers in each data center for proper discovery, hindering the ability to discover assets across continents such as Asia Pacific and Europe."

"The service mapping component is less developed than it is in other solutions, and is in need of improvement."

"Debugging is a bit tough in ServiceNow Discovery, so debugging should be made very easy."

"In a few instances, ServiceNow has failed to discover some basic things. Some other tools are better at network discovery than ServiceNow. I'm not talking about database servers or any other infrastructure—only networking. Cloud discovery could also be better."

"I feel that credential-less discovery could be improved."

"It's an expensive platform."

"They can expand on the plugins for some of the other tools."

"Application discovery could be improved. And, right now, ServiceNow needs to be coupled with another solution in order to verify information."

More ServiceNow Discovery cons

Pricing and Cost Advice

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"This is a pretty expensive product, so the licensing could be better."

"The solution is expensive."

"Certainly, from a product-platform perspective, the price is not too bad."

"I have found the solution very expensive."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"It is fairly expensive."

"We are happy with the pricing."

More ServiceNow pricing and cost advice

"It's a bit expensive compared to other products in the market, but it's worth the money you pay because it's far advanced in terms of features, automation, and capabilities compared to other products."

"The solution is very expensive."

"There is a subscription for ServiceNow Discovery. It's expensive, but I think it's one of the best solutions on the market, so it's worth it."

"As per a general discussion I had with the stakeholders, I figured out that it is a costly tool. There is a need to make additional payments apart from the licensing fees for better support services from ServiceNow."

"It costs a lot. It is probably close to over a hundred thousand. It's an expensive platform, but you can't compare ServiceNow's Discovery functionality to other discovery tools. It's not an apples-to-apples comparison of ServiceNow to a configuration management tool to an asset management tool because it does those things, but it's not those things."

"It is an expensive product with a price that depends on the models that you wish to purchase."

"ROI (Return on Investment) is good. ServiceNow don't disclose the price publicly. They'll assess your organization's needs and then come up with a price."

"It's on a yearly basis. We renew our contract for three years at a time."

More ServiceNow Discovery pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Asset Management solutions are best for your needs.

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Top Industries

By visitors reading reviews

Educational Organization

25%

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

15%

Financial Services Firm

12%

Manufacturing Company

10%

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

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What do you like most about ServiceNow?

The solution has a user-friendly interface.

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What do you like most about ServiceNow Discovery?

The solution can prioritize the discovery of IP ranges. The product automatically places all Discovery CIs into the correct class within the CMDB.

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What is your experience regarding pricing and costs for ServiceNow Discovery?

The product pricing is fair and reasonable for the value it provides. However, it is important to factor in the ongoing maintenance costs, as the system requires professional upkeep to ensure optim...

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What needs improvement with ServiceNow Discovery?

The continuous improvement in the quality and customization of the product features would be beneficial, particularly as more customers rely heavily on its capabilities.

See all answers

Comparisons

BMC Helix ITSM vs ServiceNow

Compared 9% of the time

Microsoft Power Apps vs ServiceNow

Compared 9% of the time

Pega Platform vs ServiceNow

Compared 8% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Appian vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

Tanium vs ServiceNow Discovery

Compared 30% of the time

Lansweeper vs ServiceNow Discovery

Compared 18% of the time

Microsoft Configuration Manager vs ServiceNow Discovery

Compared 13% of the time

BMC Helix Discovery vs ServiceNow Discovery

Compared 6% of the time

More ServiceNow Discovery Competitors

Product Reports

Buyer's Guide

ServiceNow

October 2024

Download ServiceNow product report

Buyer's Guide

ServiceNow Discovery

October 2024

Download ServiceNow Discovery product report

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ServiceNow

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ServiceNow

Overview

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.

Sample Customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

York, National Grid, DXC Technology, experian, BEACHBODY

Buyer's Guide

ServiceNow vs. ServiceNow Discovery

October 2024

Free Report: ServiceNow vs. ServiceNow Discovery

Find out what your peers are saying about ServiceNow vs. ServiceNow Discovery and other solutions. Updated: October 2024.

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