Find out what your peers are saying about ServiceNow, Atlassian, BMC Helix and others in IT Service Management (ITSM).
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.
Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
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.
Whenever we have had issues, they have provided good support, and those issues have never recurred.
Freshservice is easy to use for scalability.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
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.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
ServiceNow is stable enough.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
We need to consider which AI tool would be most suitable for our project.
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
There is a need for bug or error tracking in ServiceNow.
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 solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
We used Jira's free version for some time.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
It is beneficial if someone is on vacation since others can follow up on the tickets.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
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.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 21.0% |
| JIRA Service Management | 8.7% |
| Freshservice | 4.6% |
| Other | 65.7% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 3 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
| Company Size | Count |
|---|---|
| Small Business | 54 |
| Midsize Enterprise | 36 |
| Large Enterprise | 164 |
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
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.”
