This is a great solution if you're a Google or Microsoft 365 workspace. SSO is a breeze to set up for users of the portal, employees and it works across the board. Other services have it as an optional addon that requires significant lift to set up. Mosyle has it as a checkbox. Click the box, sign in with an admin account, make a few other toggles and you're done.
ITSM is straight forward creation of Incidents and Requests. It can get more confusing as you layer more modules on top of it with event management, risk, project, etc. It also becomes more costly as everything is a different license. Integration between other external applications is very easy to do with their API. You can easily create endpoints for external apps to talk to or create REST messages for the platform to reach out directly.
It helps put manage the request really well. It is easier to create a request, track the request and manage the request. It doesn't get lost into a pile of requests.
We've already pre-setted some settings into our ServiceNow. So it automatically assigns the level of urgency and mentions on the ticke if its a high or low priority request.
I really like the ServiceNow dashboards. They ate setup in a really nice way. The dashboards show the real time data aswell as old data incase if we need to see if there is a pattetn in the request or to fix any recurring issue.
Price points. When they first started, they were definitely less expensive than other options. Now they are about in-line once you get to Fuse and compare to other options.
The ServiceNow performance speed has big room for improvement, as it is quite slow in loading Dashboards with more than 5-6 widgets. We are keeping our ServiceNow version up to date with latest releases.
Usually there are issues with having multiple ServiceNow tabs open in the browser and have different dashboards open in those tabs.
The way of showing a history log of all activities on Incident ticket is not optimal and easy to use or search in and have very old design.
While we are very likely to renew, we are also assessing if we should renew all of what we currently subscribe to as we try to reduce costs. Some parts of the business feel there may be a better tool out there to fit their process requirements. We are currently working with them to identify what those requirements are to see if it makes sense while also pointing out a reduced cost of tooling is not always the best fit if we have an increased cost of customization and maintenance between tools.
It provides a lot of modification options which is wonderful for certain team usage but becomes too much of a job when it comes to the Service Desk. Also on the app support side, since too much information can be carried, it affects the GUI and makes it complex.
I was not in the team that take care of the installation of ServiceNow but their feedback was very positive. Go live was done by the planned date and their support at the beginning provided always a timely response. Their customer service is friendly and easy to reach. Today we don't use their customer service anymore because we have an internal IT dedicated to maintaining the system.
We went through a re-implementation last year with a partner and were very pleased with the outcome. We looked at several partners and chose one that was able to provide an entire scope and cost upfront of what would be required to complete our requirements. We worked very closely with the dedicated team assigned to our project throughout the process and they fully delivered on all of our requirements that we presented in the initial scope.
Easier to use and more capable than Meraki SM by far! More capable than Jamf Now. Easier to use than Jamf Pro and provides most if not all of the same features at a very competitive price. I'd recommend this to anyone new to MDM, or anyone considering moving away from an existing MDM setup
ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy
1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers
Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
When we were using Mosyle it was a joy to work with and use. I'd switch back if I didn't already have a full MDM environment up and running.
Mosyle development and support are responsive. When I first set this up, I made a feature request that I had ready for use within a 3-hour turn around.
Fast implementation of our Sales & Operation/Projects controls and process - tool adapted to our needs, not us to adapt to the tool.
Once we are a consulting/implementation company, our customers are happy to see that we use what we sell, and it is easy to show them how this platform/tool can have an impact on our own business.
