We performed a comparison between ServiceNow, Spiceworks, and TeamSupport based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The subsequent chain of tasks, I believe, is valuable."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"This solution is a single-storage for our user community to submit help desk tickets."
"The solution has very good automation tools."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"The Workflow feature is the most valuable."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"It was easy to integrate Spiceworks with our existing setup."
"Tickets by e-mail, with actions by hastag."
"It's easy to understand."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"The two most valuable features are the portal and reporting."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"Needs additional software titles and easier normalization."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"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."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"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."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"Sometimes, it can be difficult to integrate what you need."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"It needs better integration with other tools like Jira."
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