We performed a comparison between Kayako and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"You can scale the solution."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"It offers ready-built automation and simpler configuration for workflows."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"It provides internal clients with greater transparency about their projects and deliverables."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"We have found change management and CMDB to be very useful."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"It's missing monitoring capabilities."
"The discovery of assets could be improved; right now they only allow for one domain."
Earn 20 points
Kayako is ranked 43rd in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Kayako is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of Kayako writes "Flexible, straightforward implementation, and helpful support". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Kayako is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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