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We operate both ServiceNow and Kace. I haven't had to configure ServiceNow so I can't comment on that aspect but as far as using the tool for logging tickets or change requests it's a pretty solid service desk tool. As far as getting information into ServiceNow it's a hell of a lot more flexible than Kace. Just as an example, we developed a single button macro for Till users for alerting to a problem on a shop floor.

How it handles assets too is much more flexible. If you know what you are doing you can integrate a time and attendance system into ServiceNow. BI, Dashboards and reporting too is straight forward. The big drawbacks are the licensing models.You can have all the bells n whistles but it will cost you per user. But you get what you pay for.

When evaluating ServiceNow we reviewed it side by side with Clarify, Snow and LANDesk. ServiceNow came out on top for most of our requirements. - Druis 6 years ago