Infraon Desk vs ServiceNow comparison

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Infraon Desk

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and Infraon Desk are products in IT service management. ServiceNow seems to have the upper hand due to its robust ecosystem and advanced automation capabilities.

Features: ServiceNow provides comprehensive incident management, automated workflows, and significant integration potential, ideal for large enterprises. Infraon Desk offers intuitive navigation, effective ticket management, and tailored modules, appealing to small and medium businesses.

Ease of Deployment and Customer Service: ServiceNow has a more complex deployment process that often requires dedicated resources, with extensive third-party integration offering flexibility. Infraon Desk, in contrast, provides simpler deployment and responsive customer support, beneficial for quick turnarounds.

Pricing and ROI: ServiceNow's setup costs can be substantial, justified by its extensive capabilities and long-term enterprise value. Infraon Desk offers a lower initial investment, making it cost-effective for businesses focusing on budget efficiency.

To learn more, read our detailed Infraon Desk vs. ServiceNow Report (Updated: April 2025).

Infraon Desk vs. ServiceNow

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Helped 850,028 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Infraon Desk

Ranking in Help Desk Software

41st

Ranking in IT Service Management (ITSM)

40th

Average Rating

7.6

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

217

Ranking in other categories

IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Mindshare comparison

As of May 2025, in the IT Service Management (ITSM) category, the mindshare of Infraon Desk is 0.4%, up from 0.2% compared to the previous year. The mindshare of ServiceNow is 23.9%, down from 27.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Reviewer972345

Operations Head at a comms service provider with 201-500 employees

Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result

There are a lot of predefined reports but we asked for a lot of changes. The problem is that every organization has its own processes and needs. As a result, we had to do a lot of customization on the reporting. The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved. It should become a more graphical presentation of information. It's much more jazzy when you present something in a PowerPoint rather than a Word document. If the system is capturing a lot of data about certain parameters, I should have the option to generate a report based on all those parameters in any permutation and combination. That kind of flexibility is needed. The reports do help us to analyze and understand things at the customer level, but they could be better. Something that is missing is predefined dashboards. I would expect to see dashboards with some parameters that are predefined.

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Somnath Kand

Team Lead at LTI - Larsen & Toubro Infotech

Custom integration and reporting lead to efficient ticket management

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

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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

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

"It allows us to filter the data, create graphs, and get detailed reports."

"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 used ServiceNow for change management, release management, and event management."

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

"The solution has a user-friendly interface."

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."

"It uses a common base of data and allows different types of records to pull from that same base of data."

More ServiceNow pros

Cons

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"Better connectivity and integration with more collaborative platforms would be helpful."

"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."

"The setup was time-consuming and required a lot of internal resources."

"When it comes to changing some of the features, I would like a little more leeway."

"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."

"The visuals are the one area where there is opportunity for improvement."

"There are sometimes challenges with the portal being a bit confusing for new users. The implementation of the portal and workspaces is quite different, and improvements in this area would be beneficial."

"System deployment and automation capabilities could be within the platform, similar to competitors."

"Their cloud management is also not that great compared to other products."

More ServiceNow cons

Pricing and Cost Advice

"The pricing model is very competitive."

"The price of this solution is reasonable and it was well within my budget."

"I have found the solution very expensive."

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"The platform offers a free trial, by providing a free developer instance once you sign up."

"$230 per user."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

"There are licensing fees."

"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."

More ServiceNow pricing and cost advice

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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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Top Industries

By visitors reading reviews

No data available

Educational Organization

27%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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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Comparisons

No data available

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Product Reports

Help Desk Software

Download Infraon Desk product report

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Also Known As

Everest Service Manager

No data available

Overview

With its light-weight codes, Infraon DESK can not only integrate with any existing tools in your datacenter, but also act as an Umbrella Manager for managing all your supporting IT tools on a single unified dashboard.

EverestIMS

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.”

Sample Customers

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

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

Infraon Desk vs. ServiceNow