We performed a comparison between Agiloft Service Desk Suite, JIRA Service Management, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"Our customer service and productivity have increased in quality and quantity since using this product."
"The simplicity is good for our clients. The price is good."
"Easily integrates with other tools."
"Allows customized processes for our service contracts."
"JIRA Service Management is a very user-friendly solution."
"This is a flexible tool for logging and tracking issues efficiently."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"It is user-friendly and simple to use."
"The workflow makes things extremely efficient and it improves effectiveness."
"Very good incident management, chain management and problem management features."
"You can scale the solution."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"I have found the workflows and integration the most valuable in this solution."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The pricing could be better."
"The solution needs to be integrated better with Office X5."
"Jira Service Management should be more user-friendly."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"Currently lacks an asset management module that can affect deployment."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"In-built chat is missing in JIRA Service Management."
"I would like to see Advanced Intelligent Automation."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"The scalability needs improvement."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
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