We performed a comparison between ServiceNow and SysAid 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.
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"It has more extensive features as compared to the other competitors."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"I like that it's always up and running."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The simplicity of the solution is excellent."
"The solution can scale."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"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."
"It's a little expensive compared to other tools."
"The solution should offer better security when it comes to storing data."
"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."
"The high price is a huge barrier in Portugal."
"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."
"The solution could improve by being more stable."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"Currently, SysAid does not have a mobile application."
"We would like them to approve the security functionalities, e.g., management security features."
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:
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.”
Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
ServiceNow is ranked 1st in Help Desk Software with 69 reviews while SysAid is ranked 16th in Help Desk Software with 3 reviews. ServiceNow is rated 8.2, while SysAid is rated 8.0. 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 SysAid writes "The change management software gives us workflows and allows for an approval process". ServiceNow is most compared with Microsoft Power Apps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, Appian and JIRA Service Management, whereas SysAid is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Spiceworks, Freshdesk and BMC Helix ITSM. See our ServiceNow vs. SysAid report.
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