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Microsoft Dynamics CRM Logo
4,020 views|3,305 comparisons
ServiceNow Logo
55,542 views|32,687 comparisons
Most Helpful Review
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The initial setup is pretty straightforward."

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"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.""Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow.""I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.""Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.""HR Case Management and Customer Service Management are two of the key areas which clients are using.""In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.""Easy to integrate with third-party applications.""This solution is a single-storage for our user community to submit help desk tickets."

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Cons
"If there was a bit more automation, specifically for marketing tasks, that would be ideal."

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"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.""Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.""The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...""When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user.""Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.""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.""For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.""It's missing monitoring capabilities."

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Pricing and Cost Advice
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"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.""Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.""Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.""The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing.""$230 per user.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed."

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Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Ranking
Views
4,020
Comparisons
3,305
Reviews
1
Average Words per Review
557
Avg. Rating
9.0
Views
55,542
Comparisons
32,687
Reviews
22
Average Words per Review
705
Avg. Rating
8.1
Popular Comparisons
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Also Known As
Dynamics CRM
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Microsoft
ServiceNow
Overview

Dynamics CRM is Microsoft's leading Customer Relationship Management solution. This solution allows organizations to nurture their relationships with their customers, to engage with these customers in the best way possible at all the right times, and to match customers to the correct products and services.

Dynamics CRM is one of the most effective sales and marketing tools around, because of its innovative and social-driven technology. The tool allows marketers and salespeople to communicate, interact and service customers in a smarter, personalized, and more insightful manner. And best of all is that this can all be done from any device, as Dynamics CRM is mobile-based, cloud-based and available on-premise. The tool also integrates with social media platforms, allowing for full social media capabilities and reporting.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about Microsoft Dynamics CRM
Learn more about ServiceNow
Sample Customers
Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
VISITORS READING REVIEWS
Computer Software Company38%
Comms Service Provider17%
Media Company9%
Government5%
REVIEWERS
Financial Services Firm17%
Healthcare Company13%
Manufacturing Company12%
Insurance Company9%
VISITORS READING REVIEWS
Computer Software Company39%
Comms Service Provider12%
Government7%
Financial Services Firm4%
Company Size
REVIEWERS
Small Business64%
Midsize Enterprise18%
Large Enterprise18%
REVIEWERS
Small Business18%
Midsize Enterprise12%
Large Enterprise71%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise11%
Large Enterprise74%
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 1 review while ServiceNow is ranked 1st in IT Service Management (ITSM) with 22 reviews. Microsoft Dynamics CRM is rated 9.0, while ServiceNow is rated 8.0. The top reviewer of Microsoft Dynamics CRM writes "A straightforward setup, good pricing, and great technical support". On the other hand, the top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". Microsoft Dynamics CRM is most compared with SAP CRM, Salesforce Service Cloud, Siebel CRM, Pega CRM and Salesforce Marketing Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty.

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We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.