We performed a comparison between Agiloft Service Desk Suite 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."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"It allows us to filter the data, create graphs, and get detailed reports."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"It provides internal clients with greater transparency about their projects and deliverables."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The solution could improve by being more stable."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"Transparency in the pricing model needs to be improved."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Agiloft Service Desk Suite is rated 9.6, while ServiceNow is rated 8.4. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Agiloft Service Desk Suite is most compared with BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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