I really love the interface, it's easy and powerful at the same time. You have everything you need.

The pricing is absolutely crazy, especially for small companies. Too many features locked behind expensive paywalls.

During the time we were using NewRelic we were 100% on-prem environment so for this model, the software met out requirement. It was easy to deploy new checks.

It's very easy to configure metrics of monitoring. I also like the clarity of the generated graphics.

I love the depth in which you can see the speeds of your software. Some of the data is extremely helpful tracking down bugs or performance issues.

Don't hesitate to ask for assistance from them. They want to make sure you succeed and are always glad to help you realize more value from your investment.

We had evaluated NewRelic several years ago but the product was too complex and unstable. At the time, pricing had also became very complex and it was hard to predict how much you would pay.

I love that it gives you a nice overall analysis of what's happening with your application.

The DB query addon is most helpful to improve the performance of the application.

The customer support is dreadful. We wait over 5 days for a response and then have to chase.

This tool has helped my company to save lots of money on AWS bills. A great analytic tool to get insights on the application data and make the business decisions.

It is a well known software so everyone have heard about it and probably use it. And also there are a lot of tutorials from the website or from community.

I like that it gives you that data on a dashboard with some graphs so that you can see exactly where it's going up on down in performance, overall great product.

New Relic can be used to monitor system performance effectively in the enterprise systems. It gives better visibility on number of API Hits with Success and Failure Counts.

Our main version we run has a memory leak, the NewRelic support team was worthless in troubleshooting.

Overall, it is a good monitoring system to identify the  bottle necks on the systems effectively.

Insight is really good and easy to use. And it's really good that 7days retention is now part of normal tier.

Great dashboard with some nice insights from a birds eye view.

Frequent issues/ glitches and downtimes in NewRelic causing false alarms while monitoring.

Provides great real-time tracking. Lots of great integrations and alerting options make it easy to stay on top of your systems.

New Relic is a very good product if you have the budget for it.

Opposing the web component, the mobile apps one is very bad. The sdks are very bad and very intrusive, leading to instability of the apps itselfs.

Overall very useful monitoring tool that helps to track, identify and resolve the issues with site performance.

Ease of use and the analytics it provides has proven to be beneficial for our customer insights and web traffic.

Even worse, pricing varies on multiple factors so it's not straightforward to predict your costs.

Another feature that we love is the integration with Jira which enabled auto-creating of tickets on violation of certain thresholds. Overall, this is used by developer community on daily basis.

In addition, I have managed to optimize the use of resources and reduce costs thanks to the detailed information provided by the platform.

It's incredibly easy to configure New Relic integration within a lot of web frameworks, like Ruby on Rails for example, which gives the developer a great experience to use this tool.

It does have good platform to create knowledge articles and save it. This can be easily adapted by any organization.

Sometimes it offers too much and you can get lost in the forest.

ServiceNow CSM is a great tool to enable user to have Self-serve capabilities on workflow and processes. I've been using it to use the workflow for accesses approval.

Slowness is problem sometimes. Should use different TABs instead of showing all content in long page view.

Great for customer service and management, serves the integral purpose of ensuring that user requests are categorised and prioritised appropriately, great for customer satisfaction management as well.

While using one will face a little delay in loading a page.

It's a straight forward approach for helpdesk technicians and end users. It's great to have the ability to see real-time status on a ticket.

I Have Had Excellent Experience Using ServiceNow ITSM (Customer Service Management application).

Help streamline service desk. It helps organize workflows for our environment and it was easy to integrate additional teams to assist our users.

User friendly, great tool for customer service, easy options for reporting as well.

We have had the best experience with Service-now. It has proven to have the storage capacity for a company this big.

There are definitely a lot of features in ServiceNow that you can take advantage of, but with an additional price.

No hardware and hardware maintenance cost, easy to use, easy to customize, less development and support efforts, tons of integration methods and tools = Happy  Customer.

The ticketing and field management is the best I've seen, coupled with how it can integrate with other call management systems and knowledge bases.

This software is very easy to use and is extremely user-friendly. I love that it is very customizable and can be tailored to any buisness model.

The searching functionality in the software is very powerful, I deal with a lot of tickets on my job, and it is important to be able to find the ticket I need quickly.

Easily able to manage tickets placed by the customer. Awesome search capabilities when looking for something specific about a customer.

The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options.

The SNOW software was easy to use and manage client relationships on.

Value for money investment and customer will be well informed using automated email.

I find this product user-friendly, tracking enabled and knowledge oriented. It's definitely better than other competing products in the market as it enforces standard ITIL practices.

Out of the box configuration templates is great start point for setup. Deep integration with other ServiceNow tools (big selections as well).

The ability to integrate with other applications and personalize the tool for use in ticketing and routing is maybe the most useful feature of ServiceNow.

Great ticketing tool, perfect for a quick resolution.

Cloude data and services is simply awesome. The best thing is its also supports to integrate autoCAD as well.

Had some troubles attaching the KB articles to the tickets.

The dashboard can be a little confusing to navigate, and managing incidents isn't all that intuitive.

Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete.

US Dollar

New Relic is a cloud-based network monitoring and observability platform designed to help businesses analyze, optimize and troubleshoot software stack. Features include real-time alerts, serverless monitoring, incident management, data query and health map. 


The solution enables engineers to collect telemetry data such as events, logs or traces, filter and save search results through built-in log management UI, perform root cause analysis and visualize the stack performance via the dashboard. IT professionals can monitor distributed services, applications, containers, virtual machines or servers available on-premises or cloud. Team members can receive failure warnings about potential anomalies and prioritize issues accordingly. 


New Relic offers integration with various third-party applications including Terraform, Microsoft Azure, Consul, MySQL, Elasticsearch, Google BigQuery and MongoDB. It comes with mobile applications for Android and iOS. It provides monthly and usage-based pricing options and support is extended via documentation and forum.



LongDescription

Application Management

Performance Management

Real-Time Monitoring

Baseline Manager

Transaction Monitoring

Resource Management

Bandwidth Monitoring

Uptime Reporting

Full Transaction Diagnostics

Performance Metrics

Availability Testing

Diagnostic Tools

Performance Analysis

Dashboard

Root Cause Analysis

Audit Management

Credential Management

Monitoring

@mentions

Alerts/Notifications

Graphical User Interface

Integrated Development Environment

Data Visualization

Log Collection

Reporting/Analytics

Search/Filter

For Websites

Collaboration Tools

Continuous Deployment

Continuous Integration

Alerts/Escalation

Backlog Management

Performance Monitoring

Web App Development

Source Control

Access Controls/Permissions

Deployment Management

Debugging

Software Development

Audit Trail

Workflow Management

IT Incident Management

Activity Dashboard

Process/Workflow Automation

Predictive Analytics

Multi-Language

Third-Party Integrations

Web Usage Monitoring

IP Address Monitoring

Network Analysis

Simple Network Management Protocol (SNMP)

Threshold Alerts

User Management

Event Logs

Compliance Management

Reporting & Statistics

Billing & Provisioning

Natural Language Processing

Machine Learning

Incident Reporting

Task Management


<strong>New Relic for Mobile Apps</strong> all new accounts start out with a free 30 day trial of Enterprise. Once trial period ends, your account will automatically be migrated to our Lite (free) subscription. Standard starts at $29/month per app.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

New Relic

In Person

Live Online

Webinars

Documentation

Videos

ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless customer experiences and connect the entire enterprise. It provides a range of features such as case management, analytics, self-service portal, and intelligent guidance to streamline customer service operations and reduce the cost to serve.

CSM's self-service portal enables clients to raise requests or complaints, create cases, and track ongoing projects on the channel of their choice. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The Playbooks for CSM module allows agents to request information from clients and manage the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.

With CSM's case management functionality, customer service agents can manage customer interactions from initial contact to case closure. The platform's analytics capabilities allow businesses to gain valuable insights into customer behavior and track performance indicators. This helps businesses to identify areas of improvement and make data-driven decisions to optimize customer service operations.

The platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle. CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. 

The ServiceNow platform can also integrate with various third-party applications, enhancing customer service operations by leveraging existing software solutions.

In summary, ServiceNow CSM is a powerful tool for businesses looking to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, analytics, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses to strengthen their relationships with customers and reduce the cost to serve.

New Relic vs ServiceNow Customer Service Management

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