Compare Rapid7 vs ServiceNow

Rapid7

Based on 85 reviews.

ServiceNow

Based on 284 reviews.

Overview

Information Not Available

ServiceNow is a platform-as-a-service provider of enterprise Service Management software. It was founded in 2003 by Fred Luddy, the previous CTO of Peregrine Systems and Remedy Corporation. ServiceNow specializes in delivering ITSM applications and thus competes with BMC, Computer Associates, IBM, and Hewlett-Packard. It also provides a platform for forms-based workflow application development and thus competes with SaaS/PaaS providers such as Salesforce.com's Force.com offering. Slootman has specifically indicated this as a key corporate strategy in press interviews and keynotes at the ServiceNow user conferences called Knowledge.

Sample Customers

Rapid7 InsightConnect

Starr Companies, Landmark Health

DivvyCloud

Fannie Mae, 3M, PizzaHut, Spotify, Autodesk, Discovery

ServiceNow Security Operations

DXC Technology, Freedom Security Alliance, Prime Therapeutics, Seton Hall University, York Risk Services

ServiceNow IT Operations Management

servicenow, TransAlta, NATS, Symantec

Popular Solutions

22 reviews

5 reviews

4 reviews

75 reviews

18 reviews

ServiceNow IT Operations Management

13 reviews

Top Industries

Comms Service Provider

23%

Computer Software Company

18%

Government

Financial Services Firm

Computer Software Company

19%

Comms Service Provider

16%

Financial Services Firm

10%

Government

Quotes From Member Reviews

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Most Helpful Reviews

Ahsan Khurshid
Information Security Engineer at Trillium Information Security Systems

Read full review of Rapid7 AppSpider »
KimeangSuon
Pre-Sale Consultant at Yip In Tsoi Co., LTD.
The main use case for InsightIDR is to investigate threat activity that can compromise the internal customer...
Read full review of Rapid7 InsightIDR »
Nixon Bagalkoti
Cyber Security Lead at a media company
We are using it for DAST, dynamic scanning.
Read full review of Rapid7 InsightAppSec »
Anonymous User
Project Director at a tech services company
I used the community edition. It's a very handy and powerful product. For a free product, the capabilities are...
Read full review of Rapid7 Metasploit »
Anonymous User
IT Security & Operations Manager at a wholesaler/distributor
We use DivvyCloud to monitor our workloads in Docker and Kubernetes. From a security classification point of view, we...
Read full review of DivvyCloud »

Review 1 of 5

Erikjan Niejenhuis
Owner at a tech services company
We use ServiceNow Discovery to update our CMDB and to discover the used software assets. In one flow, we can run all...
Read full review of ServiceNow Discovery »
MohammedHashim
Principal Architect at Brillio
We use this solution primarily for event management, aggregation, correlation, and analytics. It has moved from...
Read full review of ServiceNow IT Operations Management »
Anthony Gregg
Technical Engineer (Retail Group) at a retailer
We use it for ITIL. It is our everyday tool for ITIL.
Read full review of ServiceNow DevOps »
Keerthi Kumar Sangaraju
Technology Manager at a tech services company
We've been using Loom Systems for all client requirements and whatever we get from ITSM, specifically implementation,...
Read full review of Loom Systems »
Anonymous User
Principal Consultant at a tech services company
We do a lot of stuff around Mapping. We do Discovery. We do Identification/Reconciliation rules. We do the Transforms...
Read full review of ServiceNow CMDB »

Review 1 of 5

Customer Service

Damir Miklavčič
Security Analyst at Zavarovalnica Triglav, d.d.
Approximately a year ago, we had an issue with the dashboard. We contacted technical support to ask a question....
Read full review of Rapid7 InsightVM »
Mat Greensides
Secury Administrator at a comms service provider
The technical support is very helpful. I have used them in the last month.
Read full review of Rapid7 InsightAppSec »
Andrei Bigdan
Executive Manager at B2B-Solutions
We have a well-trained employee and access to distributors, so we've never dealt with technical support directly.
Read full review of Rapid7 AppSpider »
Ascast
Security Analyst at Millennium Technology Group
We have not yet had experience with Insight AppSec support cases.
Read full review of Rapid7 InsightAppSec »
Davide Baudanza
CoFounder & Head of Technology at intuity
The technical support is very good and respond quickly when there is a problem.
Read full review of Rapid7 InsightIDR »
Anusha Patnaik
IRM Technical Consultant at Shell
Their support could be better. I would rate them a three out of five.
Read full review of Rapid7 InsightVM »
UdayaSri Kariyawasam
Engineering Lead - DevOps at Persistent Systems
The technical support team has answered our questions within a couple of hours. They have provided precise answers so...
Read full review of Rapid7 InsightVM »
Pongtosaporn Junlobol
Vice President at INET Managed Services Co.,LTD.
I think the support is okay. They responded very quickly, and it was sufficient.
Read full review of Rapid7 InsightVM »
Anonymous User
User at a insurance company
The tech support is quite good.
Read full review of Rapid7 InsightVM »
Anonymous User
Owner at a tech services company
The tech support was very helpful. Actually, I knew a couple of them so it was very helpful. I would give their tech...
Read full review of Rapid7 InsightVM »
Anonymous User
Security Manager
The technical support can be considered competent. However, they can be slow to discover solutions to tricky problems.
Read full review of Rapid7 InsightIDR »
Kjell Morkeng
Head of Cyber security analysis at DNV Poland Sp. z o.o.
Rapid7's technical support is brilliant, responsive, and professional.
Read full review of Rapid7 InsightVM »
Anonymous User
Senior Cyber Security Specialist at a tech services company
We have not opened any tickets, as we have not experienced any issues. Also, the free version does not offer support,...
Read full review of Rapid7 Metasploit »
Anonymous User
Application Security Engineer at a tech services company
It's fair, although more in-depth usage case studies and documentation are offered for a purchased licence.
Read full review of NT OBJECTives NTOSpider [EOL] »
Anonymous User
Director of Information Technology at a government
I never actually got in touch with technical support. I wouldn't be able to speak t their level of service.
Read full review of Rapid7 InsightVM »
Anonymous User
Cyber Security Engineer at a manufacturing company
Technical support is good.
Read full review of Rapid7 InsightVM »
Anonymous User
ITSM & AntiFraud Consultant
Customer Service: i'll rate is 10/10. I had some presentation with them, and the person who presented us the solution...
Read full review of Rapid7 InsightVM »
Anonymous User
Computer Network Specialist at a healthcare company
Customer Service: ExcellentTechnical Support: Excellent
Read full review of NetFort LANGuardian »
Anonymous User
IT Security Analyst at a financial services firm
Their customer support is really bad. On a scale of 1 to 10 I would probably give it a 1.
Read full review of Rapid7 InsightVM »
Anonymous User
Program Director at a financial services firm
I have not contacted technical support, nor do I know of anybody in the company who has.
Read full review of Rapid7 AppSpider »
Anonymous User
Research Special Projects Lead at a university
Customer Service: Excellent. Technical Support: Excellent.
Read full review of NetFort LANGuardian »
Anonymous User
InfoSec Consultant at a tech services company
Maybe I'm biased because of the beta program, but the support is very quick and competent. Also, the Rapid7 community...
Read full review of Rapid7 InsightOps »
Anonymous User
Linux admin at a wholesaler/distributor
We have not had the need to contact technical support.
Read full review of Rapid7 InsightIDR »
Anonymous User
Database Administrator
Among the best! Their support responds promptly. They fully resolve issues before closing tickets.
Read full review of Rapid7 InsightIDR »
Anonymous User
Technical Consultant at Yip Intsoi
I've been in contact with technical support in the past. they're very good. We're satisfied with the level or...
Read full review of Rapid7 InsightVM »
Anonymous User
Information Security Officer at a tech services company
Good. I mainly asked for some tech support when I was in the testing phase. I don't really know how to assess it. I...
Read full review of Rapid7 InsightOps »
Ryan Witt
IT Security Architect at a government
The technical support have been a pleasure to work with.
Read full review of Rapid7 InsightVM »
Anonymous User
Project Director at a tech services company
As it's a free product, the community edition doesn't include any technical support. I haven't used the commercial...
Read full review of Rapid7 Metasploit »
Anonymous User
Head of Cybersecurity Assurance & Controls Director at a tech services company
I have been in contact with technical support and they are not bad.
Read full review of Rapid7 InsightVM »
Anonymous User
Material Coordinator at a energy/utilities company
The support that we are receiving at this time is from our partner who handles the issue with the vendor if needed.
Read full review of Rapid7 InsightVM »

Review 1 of 30

Kush Rai
Practice Leader, Solutions architect at a tech services company
Documentation, I would say is not that good. I would say 80% in terms of the documentation. This is specifically from...
Read full review of ServiceNow »
Roland Zuurveld
Senior Consultant at Sequal IT
Their support is not experienced.
Read full review of ServiceNow »
Will Sefara
Managing Director at Will Consulting
I do not have experience with OME support and, therefore, cannot comment on it. The skill-set exists for supplying...
Read full review of ServiceNow »
DiegoSilva Peukert
Technical manager at Aoop Cloud Solution
I have been in contact with technical support and I would rate them an eight out of ten. The support is good but the...
Read full review of ServiceNow »
Reetesh_Kumar
Executive at Nike Inc.
ServiceNow's technical support has been quite helpful. They assign account managers, and we are able to escalate...
Read full review of ServiceNow Now Platform »
Mir Razvi
Solution Architecture at Accenture
There are sometimes instances where you need the support for whatever reason. In general, I would give them a four...
Read full review of ServiceNow Now Platform »
Sirisha Tadepalli
Principal Consultant at a computer software company
Technical support is quite good. We're satisfied with their level of service. They are knowledgeable and responsive.
Read full review of ServiceNow IT Operations Management »
Anonymous User
Software Developer at a university
They've been great. I haven't used them much in the year that I've done it. I've only had maybe two incidents logged,...
Read full review of ServiceNow »
Anonymous User
Senior Program Manager at Alexander Forbes
We've never been in touch with technical support so I wouldn't be able to discuss what they are like to deal with.
Read full review of Loom Systems »
Anonymous User
Global Solutions Manager - ServiceNow at a tech services company
A lot of support comes from other companies that are using ServiceNow. There's a great ServiceNow community that...
Read full review of ServiceNow »
Anonymous User
Director of IT at a local government
We've dealt with technical support in the past. We have a service desk. Since it's on-prem, it's been pretty good....
Read full review of ServiceNow »
Anonymous User
Principal Engineer at a tech vendor
Probably the best that I've ever dealt with. Really knowledgeable. Usually pretty quick on getting back with you....
Read full review of ServiceNow »
Anonymous User
Senior System Engineer at a healthcare company
As an end-user, I have not been in contact with technical support.
Read full review of ServiceNow »
Anonymous User
Technology Strategy & Architecture at a consultancy
ServiceNow technical support has always been excellent. They are quick to respond, they have good, strong technical...
Read full review of ServiceNow »
Nureni Jimoh
ServiceNow ITSM/ITOM/SAM/CMDB Technical and Implementation Consultant at Doublelight Technology Limited
We haven't had any issues with technical support. We are satisfied with the level of service on offer.
Read full review of ServiceNow »
Anonymous User
Senior Analyst of eCommerce Systems at a tech services company
I really like it. They answer quite fast and provide good solutions.
Read full review of ServiceNow »
Anonymous User
Business Intelligence Analyst & Developer at a tech services company
Customer Service: I rate customer service as high. The ServiceNow communities work quite well. There's a large of...
Read full review of ServiceNow »
Anonymous User
PM at a transportation company
Technical support has been great. They are extremely helpful and responsive. We're quite satisfied with the level of...
Read full review of ServiceNow »
Anonymous User
Senior Management Consultant at a consultancy
There is first level support that is supposed to be managed by yourself. It is very easy. With the second level...
Read full review of ServiceNow »
Anonymous User
IT Project Manager at a tech services company
I did not have any support for the use of the software so I needed to teach myself how to use it. So I don't have any...
Read full review of ServiceNow Strategic Portfolio Management »
Anonymous User
Principal Consultant at a tech vendor
The availability of the contact center for high priority tickets is really good. If you are an ITOM user and you...
Read full review of ServiceNow IT Operations Management »
Anonymous User
Infrastructure Architect at Cognizant
The biggest part is the ServiceNow community. It's very active, and you can just type anything in Google, it's very...
Read full review of ServiceNow »
Alfredo Pedron
Chief ITSM area at MAINSOFT
Technical support is okay, however, sometimes it takes time to get help. Our hope is that, in the future, they get...
Read full review of ServiceNow »
Nureni Jimoh
ServiceNow ITSM/ITOM/SAM/CMDB Technical and Implementation Consultant at Doublelight Technology Limited
ServiceNow moves very fast to fix any problems. I would rate their technical support at ten out of ten.
Read full review of ServiceNow CMDB »
Anonymous User
Consultant at a computer software company
Technical support has mostly been good. We have no complaints in terms of the level of service.
Read full review of ServiceNow »
Anonymous User
Senior Consultant at Devoteam
Extremely good. The latest incident I have registered on high support was last week and maybe it was extremely...
Read full review of ServiceNow »
Anonymous User
ServiceNow Developer / Systems Administrator at a energy/utilities company
They are very quick in responding and troubleshooting. They're great at pinpointing the actual root cause of...
Read full review of ServiceNow »
Anonymous User
Director Delivery and ServiceNow Practice Lead at a computer software company
I would rate their technical support 5 out of 5.
Read full review of ServiceNow Security Operations »
Anonymous User
Head of Digital Services & Technologies at a manufacturing company
The solution has fairly good technical support. We're pretty satisfied with their level of service. I'd say they are...
Read full review of ServiceNow »
Anonymous User
Manager at a consultancy
They have third parties that have competencies. It is not so easy to interact directly with the vendor because they...
Read full review of ServiceNow »

Review 1 of 30

Technical Support

No Data Available

We monitor all 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.