ServiceNow is a cloud-based IT service management (ITSM) platform that helps companies manage digital workflows for enterprise operations. As one of the leading players in the ITSM market, ServiceNow is often compared to other major platforms and tools. In this article, we will explore what ServiceNow is comparable to and how it stacks up against the competition.
What is ServiceNow?
ServiceNow is a SaaS platform built specifically for IT service management. It enables companies to track, manage, and resolve IT issues and requests through digital workflows. Some of the key capabilities and benefits of ServiceNow include:
- Incident management – Track, categorize and resolve IT incidents and problems.
- Service catalog – Provide a portal for users to request IT services and resources.
- Change management – Standardize the process for proposing, assessing, approving and implementing changes.
- Knowledge management – Create a centralized knowledge base for documenting fixes, workarounds, FAQs.
- IT asset management – Manage hardware and software assets across the organization.
- Automated workflows – Design flexible workflows to standardize IT processes.
- Reporting and analytics – Track KPIs and generate reports to optimize IT operations.
- Integration capabilities – Integrate with other tools via APIs to create end-to-end workflows.
- Highly customizable – Customize forms, fields, workflows, dashboards to match unique needs.
- Mobile access – Access ServiceNow on mobile devices to manage tasks on the go.
With these capabilities, ServiceNow aims to help IT teams improve service levels, reduce costs, boost efficiency, and enhance visibility across the IT environment. It replaces manual and inefficient processes with automated workflows for everything from incident response to change approval.
How Does ServiceNow Compare to Other ITSM Tools?
ServiceNow is one of the top players in the ITSM tool market alongside BMC, Cherwell, Ivanti and Micro Focus. Here is an overview of how ServiceNow compares to these other major ITSM platforms:
BMC Helix
BMC Helix ITSM is also a cloud-based, enterprise IT service management solution. Key similarities and differences include:
- Both provide core ITSM capabilities like incident management, problem management, change management, service catalog, knowledge management and reporting.
- ServiceNow has more extensive workflow automation and integration capabilities.
- BMC offers multi-cloud support including AWS, Google Cloud and Azure. ServiceNow is built on its own cloud.
- BMC has stronger asset management capabilities whereas ServiceNow’s strengths are in service catalog and workflows.
- Both platforms are highly customizable but ServiceNow has a reputation for being easier to configure.
- ServiceNow tends to be better suited for large enterprises whereas BMC scales well for midsize businesses.
Cherwell
Cherwell Service Management is another major competitor offering robust ITSM features. Key similarities and differences:
- Both Cherwell and ServiceNow provide complete ITSM functionality.
- Cherwell offers flexible licensing options whereas ServiceNow is solely subscription-based.
- Cherwell configurations are codeless which allows for rapid deployment. ServiceNow offers more enterprise-scale capabilities.
- Cherwell focuses more on self-service, visual drag-and-drop designer, and UX. ServiceNow has broader process automation.
- Both integrate well with third-party tools. ServiceNow has more out-of-the-box integrations.
Ivanti
Ivanti Service Manager is a flexible ITSM and IT asset management solution. How it compares to ServiceNow:
- Ivanti offers combined ITSM and asset management in a single platform. ServiceNow ITAM and ITSM capabilities are separate modules.
- ServiceNow has more extensive workflow capabilities and broader third-party integrations.
- Ivanti offers scalability for small to large enterprises. ServiceNow focuses on the high end.
- Both platforms provide automation, self-service, and process standardization.
- Ivanti configuration requires less coding knowledge compared to ServiceNow.
Micro Focus
Micro Focus Service Management Automation X (SMAX) is an adaptable ITSM platform. The differences with ServiceNow include:
- SMAX is available both as SaaS and on-premises. ServiceNow is cloud-only.
- ServiceNow has advantages in terms of workflow customization and third-party integration.
- SMAX offers strong SLA management and compatibility with IT4IT and DevOps tools.
- Both provide capabilities like incident management, knowledge management, reporting.
- SMAX configurations can be codeless while ServiceNow often requires development resources.
How Does ServiceNow Compare to Project Management Tools?
In addition to ITSM software, ServiceNow also competes with traditional project management tools in some use cases:
JIRA
JIRA is a popular project and issue tracking tool from Atlassian. Key differences between JIRA and ServiceNow:
- JIRA centers around agile project management whereas ServiceNow focuses on IT workflows.
- JIRA has more testing/QA and software development features. ServiceNow has broader IT operations capabilities.
- Both platforms have strong workflow customization and automation capabilities.
- ServiceNow offers built-in ITSM content, forms and templates. JIRA is more flexible and generic.
- JIRA integrates well with Atlassian tools like Confluence and BitBucket. ServiceNow integrates with a broader set of enterprise systems.
Asana
Asana is a leading work management platform for teams. Asana vs ServiceNow comparisons include:
- Asana is designed for collaborative task management. ServiceNow is an enterprise IT management platform.
- ServiceNow has more built-in ITIL processes, compliance, and automation capabilities.
- Asana offers better UX, mobile experience, and ease-of-use.
- Both platforms connect to external apps via APIs but ServiceNow has deeper integration capabilities.
- ServiceNow can manage formal IT processes. Asana is better for informal team workflows and projects.
Microsoft Project
Microsoft Project is one of the most widely used desktop project management applications. How it stacks up against ServiceNow:
- MS Project focuses on project scheduling and resource management. ServiceNow is an enterprise-level platform.
- ServiceNow connects multiple teams and departments. MS Project centers around project managers.
- MS Project offers Gantt charts, PERT diagrams and other project visualization tools.
- ServiceNow has vastly greater workflow automation capabilities.
- MS Project integrates with Office 365. ServiceNow integrates across enterprise systems.
How Does ServiceNow Compare to IT Operations Tools?
In addition to ITSM software, ServiceNow also has some overlap with IT operations tools for event and incident management:
Splunk
Splunk is a leading log analysis and monitoring platform. Splunk vs ServiceNow differences include:
- Splunk specializes in gathering log data and enables powerful search and reporting.
- ServiceNow focuses on workflows to manage incidents, changes, tasks across IT.
- Splunk is stronger for low-level IT monitoring, intelligence and troubleshooting.
- ServiceNow is better for high-level service management processes.
- Splunk requires more technical expertise to use effectively.
- Both platforms integrate well with each other as well as wider enterprise stacks.
Nagios
Nagios is an open source IT monitoring platform. Nagios and ServiceNow comparisons:
- Nagios specializes in network and infrastructure monitoring. ServiceNow offers full-scale ITSM.
- Nagios focuses on real-time monitoring, alerting and event management.
- ServiceNow connects infrastructure monitoring to processes like incident management.
- Nagios is lightweight, flexible, and designed for technical users.
- ServiceNow has greater workflow automation and business logic capabilities.
ScienceLogic
ScienceLogic is an IT operations management platform with network monitoring and AIOps capabilities. How it compares to ServiceNow:
- ScienceLogic automates discovery, monitoring, event management, ticket creation.
- ServiceNow moves beyond monitoring to improve service delivery and operations.
- ScienceLogic integrates with ServiceNow to auto-generate incidents and events.
- ServiceNow connects incidents to wider change, problem, config processes.
- ScienceLogic uses AIOps to detect anomalies and patterns.
- ServiceNow reporting analyzes service performance and business impact.
How Does ServiceNow Compare to Business Process Management Suites?
ServiceNow also competes to some extent with pure-play business process management (BPM) tools like Appian and Pega:
Appian
Appian is a leading low-code BPM platform for automating business processes. Key differences vs ServiceNow include:
- Appian focuses on custom application development, case management and business process automation.
- ServiceNow specializes in IT service delivery and management.
- Appian is more flexible for developers to build unique applications.
- ServiceNow enables rapid set up of ITSM processes.
- Appian integrates with back-end enterprise systems.
- ServiceNow offers deeper IT operations and infrastructure integration.
Pega
Pega Platform is another major BPM suite for business process optimization. Pega vs ServiceNow:
- Pega helps automate processes across CRM, customer service, HR, finance.
- ServiceNow focuses squarely on automating IT service delivery.
- Pega offers strong case management and custom application development capabilities.
- ServiceNow’s strengths are ITSM content, DevOps integration and cloud delivery model.
- Both platforms use visual designers, forms and templates for rapid application building.
- ServiceNow is ideal for IT-centric processes while Pega suits wider business scenarios.
Conclusion
ServiceNow compares well against competitors in the ITSM space like BMC, Cherwell, Ivanti and Micro Focus. It clearly leads in terms of enterprise-scale capabilities, workflow automation, and rapid development. When compared to general project management tools like JIRA, Asana and MS Project, ServiceNow stands out for its IT-focused feature set, compliance and integrations. For monitoring-focused platforms like Splunk, Nagios and ScienceLogic, ServiceNow complements these well – filling the IT process automation gap. And vs pure-play BPM vendors like Appian and Pega, ServiceNow carves out a niche with its ITSM focus and cloud delivery model.
Overall, ServiceNow tends to score well in large enterprise environments where there is a need for automated, resilient IT service delivery processes. It is highly customizable, has deep ITSM functionality, and benefits from continuous cloud delivery model improvements. For these reasons, ServiceNow remains a Leader in the Gartner Magic Quadrant for IT Service Management Tools.