Spiceworks and ServiceNow Discovery are both popular in the IT service management space. Spiceworks is often preferred for smaller businesses due to its cost-effectiveness, while ServiceNow Discovery excels in larger organizations with complex needs.
Features: Spiceworks offers essential features such as a help desk, inventory management, and a strong user community for support. It simplifies IT task management and integrates well with existing systems. ServiceNow Discovery is part of the ServiceNow suite, providing automated network discovery, service mapping, and detailed configuration analysis, making it suitable for complex IT environments.
Room for Improvement: Spiceworks struggles with scalability and offers basic helpdesk functions that may not meet advanced needs while its user interface needs updating. Network inventory can be inaccurate. ServiceNow Discovery could enhance its user-friendliness with fewer coding needs and improve plugin support. It also needs better discovery in remote environments and simpler integration with legacy systems.
Ease of Deployment and Customer Service: Spiceworks allows deployment both on-premises and in the cloud, ideal for small businesses, with community-driven support rather than traditional customer service. ServiceNow Discovery provides deployment across various cloud environments, with highly rated conventional support services, more appealing for larger enterprises.
Pricing and ROI: Spiceworks is free, providing immediate ROI particularly beneficial for small to medium-sized businesses. ServiceNow Discovery, although expensive, is considered a worthwhile investment due to its comprehensive feature set and integration within the ServiceNow ecosystem, although some users call for more flexible pricing.
This rating is because there are features on the tool that never worked and despite calling our support, there were no results.
I would rate it as a nine on a scale of one to ten, indicating it is highly scalable.
It receives this rating because it can be difficult to troubleshoot when the discovery is failing.
I would rate the stability of ServiceNow Discovery as nine, as we never had downtime.
Improvements could include implementing chatbots to simplify ticket creation.
The areas of ServiceNow Discovery that have room for improvement are getting custom reports on the relationship between CIs that are not on the same table.
I think the price of ServiceNow Discovery is cheaper than BMC.
ServiceNow is considered more expensive compared to other products.
Cost optimization and contract notifications are also useful as they provide insights into user time spent on tickets.
The most beneficial features of ServiceNow Discovery for maintaining my IT infrastructure are the CMDB top and discovery of network switches.
Additionally, it is free software.
ServiceNow Discovery finds applications and devices on your network, and then updates the CMDB with the information it finds. Discovery is available as a separate subscription from the rest of the Now Platform.
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