ServiceNow and SysAid compete in the IT service management category. ServiceNow appears to have the upper hand due to its extensive configurability and wide range of features, offering substantial ROI, especially for larger enterprises, despite higher costs.
Features: ServiceNow is known for its extensive configurability, allowing seamless customization to match specific business needs quickly. It supports a wide range of ITIL-compliant processes and powerful workflow automation capabilities. The platform is enhanced by rapid development tools and a strong user community. SysAid, on the other hand, is simpler and known for its ease of use and intuitive configuration, making it suitable for organizations with less complex needs. It offers effective ITSM capabilities at a competitive price point.
Room for Improvement: ServiceNow needs to address its complexity and improve its user interface, which can pose challenges during version upgrades. Enhancements in debugging tools and a more user-friendly approach for non-IT users would be valuable. For SysAid, improvements could include a more comprehensive Knowledge Base, better automation features, and a native mobile application. ServiceNow should clarify its pricing model, while SysAid needs to manage cost increases to retain its price advantage.
Ease of Deployment and Customer Service: ServiceNow offers multiple deployment options, including Public, Private, and Hybrid Cloud, providing flexibility but often involving higher complexity. Customer service quality has been affected by its recent growth. SysAid's deployment is mainly On-premises or Private Cloud, which is straightforward for implementation. SysAid’s customer service is generally well-regarded for responsiveness, despite resource limitations during peak times.
Pricing and ROI: ServiceNow has higher costs, making it less accessible for smaller businesses, although its functionality and scalability offer significant ROI for enterprises that can utilize its features fully. SysAid is priced competitively, offering good value and being more affordable for small to mid-sized enterprises, which can access essential ITSM features without extensive financial outlay.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 17.6% |
| SysAid | 1.1% |
| Other | 81.3% |
| Company Size | Count |
|---|---|
| Small Business | 54 |
| Midsize Enterprise | 36 |
| Large Enterprise | 163 |
| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 1 |
| Large Enterprise | 4 |
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
PeerSpot 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.
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