Servicenow Report to Compare Incidents Open Agains Incidents Closed
ServiceNow has been ane of the leaders in IT Service Management (ITSM) for many years, but recently, it updated its platform. The decision was made based on a survey that constitute 65% of employees planned to engage in hybrid work.
The update included several new features, including the ability to monitor occupancy levels and assign piece of work teams to dissimilar areas of the office. The visitor is likewise rolling out a Healthcare and Life Sciences Service Management product, likewise every bit an Operational Technology Direction platform for smart manufacturing.
Fifty-fifty every bit ServiceNow expands its capabilities, it may not exist a good fit for every organisation. Here, we explore some of the best ServiceNow alternatives bachelor today.
Read more on project-management.com: ServiceNow ITBM Review
Peak ServiceNow Alternatives
What is the competition doing to take hold of marketplace share from ServiceNow? And who offers a viable culling to ServiceNow for ITSM?
In that location are a wide variety of features to cull from amid ITSM providers. Some you may demand, many y'all may not. According to Gartner, infrastructure and operations (I&O) leaders will overspend by $750 million to buy unused features of ITSM tools through 2023. Then cull your vendors wisely.
CIO Insight evaluated a multifariousness of candidates. Here are our top picks, in no particular club.
Jira
Jira Service Direction (formerly Jira Service Desk) from Atlassian is a unified platform for modern ITSM strategies across evolution, Information technology, and business teams. It helps teams deliver service experiences faster. Over 35,000 customers apply Jira Service Management.
Atlassian has made several acquisitions to eternalize its ITSM capabilities, including ThinkTilt ProForma for depression-lawmaking/no-lawmaking form edifice, Mindville Insight for asset and configuration management, Opsgenie for incident management, Automation for Jira for code-costless automation, Halp for conversational ticketing, and Chartio for analytics and data visualization. In addition, Gartner included Atlassian in the 2021 edition of the Gartner Magic Quadrant for IT Service Direction Tools, the sole "Visionary" in that written report.
Cardinal Differentiators
- Scalable asking management through service desk
- Expanded low-code workflow capabilities through over 300 pre-built templates
- Flexible asset and configuration direction
- Improved incident and change management capabilities through connections to Bitbucket, Jira Software, and other development solutions
- Jira Service Direction customers study short, easy implementation experiences
- Tight integrations between Jira Software and Jira Service Management means smooth workflows between Dev and IT
- Dissimilar the circuitous pricing structure of ServiceNow, Jira Service Direction pricing is easy to empathise and visible to all
BMC
The BMC Helix portfolio provides core enterprise service management capabilities along with AI/ML and DevOps enhancements.
With its modernistic containerized approach, BMC Helix can calibration to meet electric current and futurity needs. Information technology includes DevOps support and seamless integration of operations management to provide ServiceOps differentiation. Customers tin understand all aspects of service commitment — from coming together SLAs to resolving potential issues before they arrive to delivering good service experiences.
Helix was the first solution to receive ITIL v4 certification in the manufacture, and was also identified as a Leader in 2021 Gartner Magic Quadrant for ITSM Tools for the 8th consecutive year. The platform received the highest score in the Advanced-Maturity I&O Use Case in the 2021 Gartner Critical Capabilities for ITSM Tools.
Key Differentiators
- Open, scalable microservices-based compages that helps deliver actionable insights on all aspects of service delivery and operation
- Provides intermediate and advanced ITSM core capabilities
- AI capabilities range from intelligent self-service to AI/ML service desk-bound for enhanced agent productivity
- Offers advanced analytics for problem-solving and identifying areas for service improvements and innovations
- Omni-channel engagements across devices and methods, such as SMS, Progressive Web Apps, Slack, Microsoft Teams, WhatsApp, etc.
- Enables multi-cloud service direction across different environments and providers to provide a unmarried style to manage all services
Freshservice
Freshservice ITSM Software offers a modern, employee-focused service direction platform.
It also includes IT operations management (ITOM) to manage disquisitional incidents and maximize uptime; Information technology asset management (ITAM) with a configuration management database (CMDB) to optimize processes and spending; projection and portfolio management (PPM) to deliver projects on time; and enterprise service management (ESM) across all business functions.
Primal Differentiators
- Allows easy configurations to adapt any company's procedure and workflow needs
- Seamless continuous deployments enable Information technology teams to provide uninterrupted support without legacy debt beneath a patched-upwardly solution
- The company claims 308% ROI and a payback period of less than three months
- 68% operational efficiency through bots, automation, and orchestration
- Takes a consumer-grade arroyo for faster and wider employee adoption without any training or certification necessary
- Offers transparent pricing, so customers tin focus on value realization
Zendesk
Zendesk is an open-source alternative to ServiceNow. The Zendesk suite brings together all of Zendesk's service capabilities into 1 offering that brings simplicity to the enterprise software space.
This includes capabilities to simplify workflows and accost employee requests faster, a single workspace for internal support teams with all employee context in one place, and features for routing, intelligence, cognition management, and more.
Key Differentiators
- Capabilities to make it easy to tap internal support
- Answerbot for conversation and rapid assistance
- AI-powered bots to provide personalization at scale
- One integrated hub for all systems and tools
- Implement automation for 60 minutes and IT support to achieve faster resolution times
- Real-fourth dimension reporting to track core metrics, gain visibility, and reduce costs
- 750+ app integrations including SurveyMonkey, Dropbox, Slack, and Jira Software
- No/depression code platform is fast to deploy, and easier to make ongoing changes
- Mod SaaS architecture with no need for upgrades or patches
- Agile production release cycles
- Power to integrate with agent-facing apps to create ameliorate experiences for internal support teams
SolarWinds
SolarWinds Service Desk-bound is a mod ITSM solution that aims to eliminate barriers to employee support services.
Features include incident management that consolidates, manages, and prioritizes incoming tickets; service itemize to standardize service asking and fulfillment processes; integrated IT asset direction to compile hardware, software, POs, and more than; a service portal for users to have a single identify to submit tickets and requests; and change direction to plan, review, and implement changes apace.
Central Differentiators
- User-friendly, intuitive interface offering a single-access bespeak for service management, Information technology asset direction, configuration management, and more
- ITIL-set up with incident, problem, modify, and release direction capabilities
- Configurable, no-code setup enables teams to mold the tool equally they see fit, making changes for the platform to scale as they abound
- Organizations tin can setup SolarWinds Service Desk-bound with the assist of dedicated SolarWinds Professional Services Specialists in 30 to 90 days
- A multi-tenant, deject-based solution built on AWS
- Customers do good from beingness on the latest version of the platform, with admission to the nigh recent features and updates
- As a SaaS solution, SolarWinds Service Desk too automatically rolls out fixes and performs ongoing maintenance
SysAid
SysAid Service Automation uses AI built from a decade of usage data from over 4,000 organizations. It makes ITSM automatic, freeing Information technology upwardly to go on the business going.
The company stresses ease of implementation and an improved agent and employee experience past providing skilful support and tools to enable them to self-solve their own bug and requests.
Key Differentiators
- Asking, change, and problem management capabilities deliver service direction across your organization
- Out of the box templates
- Every incoming ticket is automatically categorized, prioritized, and assigned to the most appropriate person or resolution group within It
- Automated escalation rules, including prioritization
- Notification for the relevant manager on delays, etc.
- SysAid Service Automation also includes Aid Desk
Ivanti
Ivanti Neurons for ITSM is a flexible, cloud-optimized ITSM platform. Automatic workflows eliminate manual processes.
Whether you lot're looking for an IT help desk/back up ticket solution or need to perform more advanced ITIL service direction processes, Ivanti Neurons for ITSM can calibration and conform to concern needs. Information technology can operate in the deject or on-premises, and this multi-tenant helps IT teams administer service management for Information technology and for other business departments.
Key Differentiators
- Incident management system for dealing with inbound ticket requests from whatever channel
- Existent-time visibility of It assets beyond their lifecycle, tracking contracts, warranty, and financial data
- Automatic detection, diagnosing, and healing of endpoint issues
- Voice automation
- Built on manufacture standards with xiii ITIL-certified processes
- Service desk teams can use diagnostic and remediation capabilities
- Analysts can resolve incidents with automated, pre-packaged, specialist-level actions
- Pre-divers workflow blocks integrate smoothly with external systems and information sources to pull in required information and connect to other tools
- Automatically pre-populate the CMDB, repossess unused software, run into compliance requirements, and save time
- AI-powered bots enable users to accept a conversation with a bot to obtain answers, submit requests, or ask for assistance
InvGate
InvGate Service Desk-bound empowers support teams to deliver service via a ticketing solution, workflow automations, and ITIL-ready functionalities.
Information technology enables agents to focus on what'southward most important by organizing work based on priority, SLA, and urgency — which helps to avoid bottlenecks.
Cardinal Differentiators
- Customize dashboards for transparency on the state of the service desk
- Visual engine allows Information technology to create automated workflows to manage requests across the organization
- Integrates with the CMDB, so users tin can review hardware and software related to each incident
- Log, manage, and written report on It bug
- Different service levels can apply to both incidents and service requests for amend prioritization and workload management
- Route tickets to the most appropriate resolver based on whatsoever combination of factors such as user group, severity, or ticket type
HaloITSM
HaloITSM is ITSM software that incorporates analytics, so you lot can match IT delivery to the truthful needs of the business organisation.
Its ITIL-aligned processes make it easier to manage incidents and run into SLAs. This makes it a good candidate for those needing an ITIL-compliant service desk-bound. It incorporates additional user contact channels, many integrations, and a competitive price.
Key Differentiators
- HaloITSM's CMDB tracks configuration items (CIs) and visualizes dependencies between CIs
- Log incidents and problems against CIs
- Zilch in on systematic failings earlier they cause a major incident
- Includes AI to automate processes
- Self-service portal where users tin access requests, raise tickets, and find solutions from knowledge base articles
- Create multiple and customizable SLA groups, timings, priorities, and descriptions for response and resolution times
Resolve
Rather than replacing ServiceNow, Resolve offers a way to enhance it. Resolve Actions is an intelligent IT automation platform that is complementary to and integrates with ServiceNow ITSM.
Rather than an alternative to ServiceNow for ITSM, Resolve Systems delivers features to enhance customers' ITSM deployments.
Key Differentiators
- Automated ITSM processes from initiation through remediation
- Depression-lawmaking/no-code orchestration capabilities
- Thousands of firsthand orchestration options with 5,000+ downloadable automation components
- More 125 integrations for ITSM products including ServiceNow, as well every bit AWS, Azure, and VMware
- Enables ServiceNow users to leverage complex multi-platform IT workflows without customizing ServiceNow
ITSM Market Evolution
The ITSM marketplace has never stood still for long. From traditional on-premises systems, it evolved rapidly to encompass the cloud. Equally can be seen in the previously mentioned ServiceNow updates, the market place is now incorporating work-from-domicile and hybrid piece of work trends. In add-on, artificial intelligence (AI) is gradually beingness added into more and more ITSM offerings.
"The side by side trend in ITSM will likely be the utilize of artificial intelligence both in real fourth dimension and mining the all-encompassing data independent inside ITSM solutions," said Ron Williams, an analyst at GigaOM. "Areas where AI tin can make a pregnant impact include take chances assessment for changes management and in obtaining a meliorate agreement of future operational costs."
Later all, ITSM information contains a wealth of data about client relationships. When paired with the client relationship information, it tin can provide insights into how changes in IT affect customers.
"AI within ITSM volition take the staid earth of IT service direction to a new level of importance in value stream mapping," said Williams.
Read next: All-time It Help Desk Software (2021)
celentanothakildis.blogspot.com
Source: https://www.cioinsight.com/enterprise-apps/servicenow-alternatives/
0 Response to "Servicenow Report to Compare Incidents Open Agains Incidents Closed"
Post a Comment