ServiceNow vs. Zendesk

As of June 2019, ServiceNow is ranked 1st in Help Desk Software with 25 reviews vs Zendesk which is ranked 8th in Help Desk Software with 1 review. The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". The top reviewer of Zendesk writes "It improves the relationship with my customers". ServiceNow is most compared with BMC Helix Remedy, JIRA Service Desk and Zendesk. Zendesk is most compared with ServiceNow, JIRA Service Desk and Atlassian Confluence.
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ServiceNow Logo
84,199 views|26,373 comparisons
Zendesk Logo
19,177 views|3,987 comparisons
Most Helpful Review
Vincent Guibert
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: May 2019.
346,641 professionals have used our research since 2012.
Quotes From Members

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

Pros
This solution is a single-storage for our user community to submit help desk tickets.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.HR Case Management and Customer Service Management are two of the key areas which clients are using.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.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.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.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.One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.

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Its agility and simplicity are the most valuable features. This tool is very user-friendly.

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Cons
I do not like the user interface.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.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.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.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.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.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.

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It needs to improve in terms of its flexibility, price, and installation.

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Pricing and Cost Advice
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.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.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.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.It has a higher cost compared to local/regional solutions.The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.

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346,641 professionals have used our research since 2012.
Ranking
1st
out of 44 in Help Desk Software
Views
84,199
Comparisons
26,373
Reviews
25
Average Words per Review
599
Avg. Rating
8.3
8th
out of 44 in Help Desk Software
Views
19,177
Comparisons
3,987
Reviews
1
Average Words per Review
216
Avg. Rating
9.0
Top Comparisons
Compared 20% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 39% of the time.
Compared 8% of the time.
Compared 8% of the time.
Learn
ServiceNow
Zendesk
Overview

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)

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Offer
Learn more about ServiceNow
Learn more about Zendesk
Sample Customers
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 Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
REVIEWERS
Healthcare Company14%
Financial Services Firm14%
Insurance Company11%
University9%
VISITORS READING REVIEWS
Financial Services Firm15%
University12%
Pharma/Biotech Company8%
Energy/Utilities Company7%
REVIEWERS
Software R&D Company25%
Financial Services Firm15%
Non Profit10%
Marketing Services Firm10%
Company Size
REVIEWERS
Small Business13%
Midsize Enterprise12%
Large Enterprise75%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise18%
Large Enterprise63%
REVIEWERS
Small Business38%
Midsize Enterprise44%
Large Enterprise18%
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: May 2019.
346,641 professionals have used our research since 2012.
We monitor all Help Desk Software 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.

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