Microsoft SharePoint vs. ServiceNow IT Service Management

SharePoint Document Management excels as a central repository for storing, organising, and retrieving documents. It supports version control, metadata tagging, secure access, and integration with tools like Power Automate. At our organisation, it's used for managing contracts, policies, and supplier documents. SharePoint Workflow Automation integrates with Power Automate to streamline approvals, gather feedback, and automate recurring tasks. This reduces reliance on email chains and manual trackers.

Incentivized

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.

Incentivized

• Making collaboration easier via a better connection between accounts. You can share anything from a file to events with just a couple of clicks.
• All services are connected and switching between services is a breeze[.]
• Solutions to the majority of everyday business problems.

Incentivized

• When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
• I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
• Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
• To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.

Incentivized

• There are far too many good features to choose from, and advanced features are noticeably absent.
• There is room for improvement in terms of integration with non-Microsoft products, as well as developer Story.
• It is challenging to provide easier access via file explorer while also granting outside users and guests access.

• ServiceNow knowledgebase is limited for self-learning on how to use their features.
• ServiceNow sometimes has a very linear approach to some workflows or assignments where there could only be one child/parent relationship.
• The ServiceNow features for Project Management serves its function is rather cumbersome. The dependencies aspect or predecessors or successors options are rather limited. It is more focused on hours planned vs hours worked then dependencies.
• ServiceNow customer support is hit or miss. They could serve to have more self-help step by step articles.
• ServiceNow needs to have a better export or import features for their Project Management module.

Incentivized

We have too much invested at this point to do anything different and there are too many reasons as a company our size to keep it. We are heavily licensed out for Microsoft and have 12 years of SharePoint development baked into who we are. Extracting that as a tool at this point would be dumb and devastating. There are no like-kind competitors to it at an enterprise level that scale and integrate as well.

Incentivized

To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.

No usability issues reported. Individual teams also have allocated areas which replace legacy shared drives on local LANs. Access to Sharepoint resources is fully integrated with corporate Active Directory with additional two-factor authentication required for administrative users. Users have access to Microsoft Services Hub which allows you to create, manage, and track support requests while staying current on Microsoft technologies with access to select self-paced learning paths

Incentivized

The Geneva version has improved overall usability a lot, but would still be overwhelming for new users. Much like SAP or other large-scale applications- it can be very daunting when you get the first glance of all the modules, but you'll get the hang of it after some training and strong discipline.

Incentivized

We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.

Incentivized

For a massive system, page loads are reasonably quick, including searches.

Incentivized

Support for SharePoint is quite good. Microsoft provides good support. Microsoft offers

• Quick turnaround time for issues
• A range of support services
• Access to a network of resources
• Escalation of issues
• Ongoing development and commitment to produce enhancement

The majority of support is required for initial installation. Once complete and the system is operating we have had very few support issues.

Incentivized

I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.

Incentivized

The face to face training I received was on SharePoint Administration. It was rushed as there was a lot of information to cover and the application of the labs weren't that great either. I like to be able to relate what I am learning to what I am currently doing.

I like to learn at my own pace and online training allows for that. Additionally, you can skip through pieces of content that you already know or are already comfortable with. Microsoft actually offers great videos on their website for basic fundamental SharePoint Training. I have used these training videos in some of my own training sessions with end users.

To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.

Planning to the last detail would be advised. SharePoint is a very large application that takes a lot of finesse to get operational

ServiceNow implements its solutions for customers using the Start Now Implementation Methodology. The StartNow (STrategicAlignment and drive Rapid Transformation) Implementation Methodology include five deployment stages Plan, Discover, Prepare, Deploy, and Operate. Follow these steps for smooth implementation.

Incentivized

The reasons for selecting MS SharePoint are: SharePoint provides ease of use and web design assistance and support SharePoint helps you schedule your content for publishing. enables users to share documents with external parties and offers a better internal structure of the content and better indexing and searching capabilities.

Incentivized

This software was used previously. the software was not easy to configure like servicenow and the visual dashboards and the ui experience was less appealing compared to ServiceNow. ServiceNow offers a lot pf features which can be used across the industry. Gives better integration options compared to Remedy. CMDB and Service Watch are great tools offered by ServiceNow which is lacking on Remedy

ServiceNow works as an enterprise solution.

Incentivized

• We've recently implemented Microsoft SharePoint access via iPads for our Template teams out on job sites. They can easily upload CAD / Laser files into Microsoft SharePoint for our production team to review in real time. Serious ROI when we don't have to wait for our Template team to get back to the shop!
• We have multiple physical locations. Microsoft SharePoint allows users at each location to collaborate by working on documents simultaneously. Allowing us to solve multi-site problems & strategize on multi-site initiatives much faster!
• We can also share key information with external partners. As long as they have a registered MS account (not necessarily an O365 account) we can share our information with them in a variety of ways. This allows consistent & concise communication with our partners.

Incentivized

• We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
• The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
• The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.

Incentivized