We performed a comparison between Datto Remote Monitoring and Management and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about NinjaOne, Kaseya, TeamViewer and others in Remote Monitoring and Management (RMM)."The remote tool is nice. If a user needs assistance, I don't have to tell the user to do anything. I just ask the user if I can remote in, and 30 seconds later, I have remoted in. It has been really handy."
"I also like how Datto integrates seamlessly with the Autotask ticketing system."
"It has a single pane of glass, and it integrates well with other software."
"AEM support is great for Macs."
"Even when the connection to the server is lost, the monitoring continues without interruption."
"The alerting system helps us determine what are high level alerts, and what are alerts which can wait for a day or two. We catch RAID failures, hot servers, bad drives (or predicted failures on drives), etc."
"The project management and task management features work well. It's a decent product in that regard."
"We support nine different nonprofits, and the billing took the manager three or four days working on spreadsheets. When I finished automating everything with Datto, we cut everything down to a couple of hours. That's a substantial cost savings on the billing side."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"ServiceNow is very easy to set up."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"ServiceNow is easy to use and has a user-friendly interface."
"My most significant criticism is Datto is a complex product that takes a while to understand, but that could be said of almost any solution at the same level. It depends on where you're starting from. You have to rework all your workflows, and it's some heavy lifting if you want to get it right."
"We would like to see a little more functionality when monitoring network devices, such as switches and routers."
"The CRM capabilities are not very good. It's clunky and could work a lot better than it does. There are no marketing add-ins, for example."
"Be prepared to spend a lot of time on conversions if you have a lot of clients."
"The actual setup and the automation of their product are horrific. When you buy it, there is nothing out of the box. You have to custom design it for everything you want it to do. You pay for implementation, but they don't really do a whole lot to help you get it going. I know it does a lot more than what ours is set up to do, which is frustrating. When I've demoed other systems, their setup is so much better. When you pay for their setup, there is so much more, whereas I just feel like we didn't get a very good setup."
"They have a tab to provide information about the type of hardware the computers have. One thing they don't specify is what model of hard drive the computers have. Identification of storage models would be nice."
"Sometimes we have some downtime when Datto is doing updates. Maybe it's because of the cloud service they use. I'm not sure if they're going through AWS or Azure or what. That's happened, but the outages have been few and far between."
"I would like the ability to remotely manage configuration and settings on individual units. Some organizations have a certain device configuration that needs to be consistent across all computers. For example, if we have computers that cannot go to sleep or hibernate because they're being accessed remotely, we need to be able to quickly configure those computers to not hibernate. With Datto, there is no easy and/or direct way to accomplish this. I can't create a group called No Hibernate and drag all those computers to that group so that they do not go into hibernation. There is no easy way to put in a policy or a procedure like that. It's still back to going to each computer and doing it by hand, which is what I'm trying to get away from. I want to automate and simplify as much as possible. I write code and scripts to do most of my work anyways. The intention is to get away from me having to be so hands-on."
"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."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"It's too complicated and there are too many options."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"Its stability and pricing need improvement."
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Datto Remote Monitoring and Management is ranked 8th in Remote Monitoring and Management (RMM) with 8 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Datto Remote Monitoring and Management is rated 7.8, while ServiceNow is rated 8.4. The top reviewer of Datto Remote Monitoring and Management writes "A solution that functions optimally even when the connection to the server is lost". 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". Datto Remote Monitoring and Management is most compared with Microsoft Configuration Manager, Atera, PRTG Network Monitor, Kaseya VSA and NinjaOne, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo.
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