"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It can adapt to any process in the organization."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"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."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"It has more extensive features as compared to the other competitors."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"The solution does not interface well with other products and is difficult to implement."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"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 high price is a huge barrier in Portugal."
"The visuals are the one area where there is opportunity for improvement."
"ServiceNow's mobile app should be seamless and it is not right now."
"Licensing costs are very high."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
Earn 20 points
Micro Focus Service Manager is ranked 23rd in Help Desk Software with 3 reviews while ServiceNow is ranked 1st in Help Desk Software with 73 reviews. Micro Focus Service Manager is rated 6.0, while ServiceNow is rated 8.2. The top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Micro Focus Service Manager is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM, IBM Maximo and Device42, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus and IBM Maximo. See our Micro Focus Service Manager vs. ServiceNow report.
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