NinjaOne vs. ServiceNow IT Service Management

I think it is appropriate to use NinjaOne for Medium sized businesses. We feel like it can handle our environment of 300 machines. The ticketing system integrating with devices and monitoring is a plus for us since we don't need another third party integration to connect the two. NinjaOne patching could use improvement but they have built up a lot of other pieces of their infrastructure.

Incentivized

In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.

• Remote connections: the NinjaRemote client is spectacular and very easy to use and navigate. It quickly connects to customer systems so my engineers are able to work. As a bonus, they also offer a really good mobile app to connect to client systems.
• Antivirus: Bitdefender Endpoint Protection is built directly into the NinjaOne portal. This makes deploying and maintaining AV very easy.
• OS Patching: NinjaOne makes it very easy to handle patching across multiple clients and locations. It is very easy to use and doesn't take long to set up.
• Support: NinjaOne support is always very prompt and helpful.
• Documentation: the NinjaOne Dojo is a one-stop shop for all of your FAQs, guides, and forum needs. You can find almost anything here to help you deploy and maintain NinjaOne.
• Automation Library: NinjaOne comes preloaded with a large number of ready-to-go automations. They also provide you with a scripting module to create your own.

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

• NinjaOne does support Mac, however I would like to have more options for automation and scheduled task on Mac devices.
• I would like it if NinjaOne also provided an MDM solution.
• It would be nice is NinjaOne could integrate a PAM solution as well.

Incentivized

• It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
• The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
• The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!

Incentivized

We already did. After evaluating many platforms, we found the cybersecurity of the company, its development direction, and the performance of the platform to be far superior at its price point.

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.

Ninja's interface is clean and simple. Overall usability from an interface perspective is good. Some items, policies and scripting for instance, are a bit cumbersome and it's really not clear how to implement with a best practice mind-site. Ninja RMM got the job done for us but as we pushed our needs more into automation and efficiency we felt it wasn't keeping up with our speed of growth. There is definitely usability in the product, and it will get the job done, but there are other RMM's out there that fit better in our business.

Incentivized

The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.

Availability is very good

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

The software loads quickly for the most part

Incentivized

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

Incentivized

Support has been very responsive and my account rep Brian K. has communicated with me continuously making sure we had everything we need. Not like other MDMs where they sign you up and that's the last you hear from them. NinjaOne makes sure you use the product to its best application and you are successful and continue as the product features grow.

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

Easy to learn and all of the functions and features were easy to learn. Once I started learning all of the features and functions, it made my everyday tasks much easier and more productive. The user interface is very easy to use. If I did have any questions, the Ninja Dojo was a big help.

Incentivized

It was nice and self paced learning. The sections were easy to understand and the functionality was very worthwhile. The online training was very easy to learn and intuitive. I did not feel the need to ask for any clarification or assistance with any of the sections. I am still learning a lot of the functions but fined it very easy to use.

Incentivized

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.

Use of Organizations and locations

Incentivized

Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.

Incentivized

NinjaOne's user friendly interface was immediately appealing to a team that that needs to be able to pickup a tool and know how to run with it at first exposure. From the moment we started using it, we would often be able to navigate the platform with a common sense approach and be able to navigate to exactly what we were looking for without requiring documentation or guidance. Customer representatives that we have worked with have all been outstanding, and have not been pushy like some other vendors teams tend to be when you are initially debating between multiple offers.

Incentivized

We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.

Incentivized

Overall the software is very reliable

Incentivized

ServiceNow works as an enterprise solution.

Incentivized

• Windows patching as we cannot get employees to do it themselve so that alone is making an impact
• having data about our pcs all the time which we did not have before
• remote access to pcs in a variety of ways vs hoping remote desktop would work

Incentivized

• Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
• One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
• Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
• Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.

Incentivized