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ServiceNow vs Spiceworks comparison

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49,563 views|33,852 comparisons
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4,272 views|2,714 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between ServiceNow and Spiceworks based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed ServiceNow vs. Spiceworks report (Updated: September 2022).
632,611 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"I like that it's always up and running.""The solution is stable, scalable and easy to use.""I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good.""There are lots of modules around IT service management such as IT business management and human resource management (HRC).""Very easy to implement and to respond to my clients' needs.""I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.""Data in reports and dashboards are easily accessible.""The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."

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"Spiceworks is generic and free.""It's easy to understand.""It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."

More Spiceworks Pros →

Cons
"The licensing needs to be divided into tiers in order to attract lower-level users.""In an upcoming release, there should be more administration tools.""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.""Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time.""Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things.""The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag.""When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly.""The discovery of assets could be improved; right now they only allow for one domain."

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"Sometimes, it can be difficult to integrate what you need.""Since Spiceworks is a free tool, it's not very scriptable or customizable.""Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."

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Pricing and Cost Advice
  • "The setup cost is high compared to others, especially when the scope is not fixed."
  • "I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
  • "$230 per user."
  • "It is very expensive because it is a big organization. You have to pay for additional things."
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • "This is a pretty expensive product, so the licensing could be better."
  • More ServiceNow Pricing and Cost Advice →

  • "It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
  • More Spiceworks Pricing and Cost Advice →

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    632,611 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: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 the… more »
    Top Answer: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… more »
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:Spiceworks is generic and free.
    Top Answer:Since Spiceworks is a free tool, it's not very scriptable or customizable.
    Top Answer:We're using Spiceworks mainly for infrastructure monitoring.
    Ranking
    1st
    out of 56 in Help Desk Software
    Views
    49,563
    Comparisons
    33,852
    Reviews
    74
    Average Words per Review
    570
    Rating
    8.2
    26th
    out of 56 in Help Desk Software
    Views
    4,272
    Comparisons
    2,714
    Reviews
    2
    Average Words per Review
    586
    Rating
    5.5
    Comparisons
    Learn More
    Overview

    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

    IT Central Station 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.

    From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.
    Offer
    Learn more about ServiceNow
    Learn more about Spiceworks
    Sample Customers
    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    
    Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
    Top Industries
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Insurance Company9%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Comms Service Provider10%
    Financial Services Firm10%
    Government9%
    REVIEWERS
    Manufacturing Company17%
    Construction Company10%
    Transportation Company7%
    Hospitality Company7%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider16%
    Government9%
    Educational Organization6%
    Company Size
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise14%
    Large Enterprise69%
    REVIEWERS
    Small Business52%
    Midsize Enterprise30%
    Large Enterprise18%
    VISITORS READING REVIEWS
    Small Business32%
    Midsize Enterprise17%
    Large Enterprise50%
    Buyer's Guide
    ServiceNow vs. Spiceworks
    September 2022
    Find out what your peers are saying about ServiceNow vs. Spiceworks and other solutions. Updated: September 2022.
    632,611 professionals have used our research since 2012.

    ServiceNow is ranked 1st in Help Desk Software with 76 reviews while Spiceworks is ranked 26th in Help Desk Software with 3 reviews. ServiceNow is rated 8.2, while Spiceworks is rated 6.0. 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". On the other hand, the top reviewer of Spiceworks writes "Helpful for ticketing and visibility, but doesn't remove unused devices automatically". ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, JIRA Service Management and Appian, whereas Spiceworks is most compared with Zabbix, SolarWinds NPM, Lansweeper, JIRA Service Management and ManageEngine ServiceDesk Plus. See our ServiceNow vs. Spiceworks report.

    See our list of best Help Desk Software vendors and best IT Asset Management vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.