Compare ServiceNow vs. Zendesk Guide

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55,199 views|32,357 comparisons
Zendesk Guide Logo
3,952 views|3,430 comparisons
Most Helpful Review
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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: August 2020.
437,168 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:

Pricing and Cost Advice
The licenses are expensive.$230 per user.The mandatory minimum is US$ 20,000 for licensing.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.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.

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Questions from the Community
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
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 »
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Ranking
1st
out of 56 in Help Desk Software
Views
55,199
Comparisons
32,357
Reviews
22
Average Words per Review
687
Avg. Rating
8.3
26th
out of 56 in Help Desk Software
Views
3,952
Comparisons
3,430
Reviews
0
Average Words per Review
0
Avg. Rating
N/A
Popular Comparisons
Compared 16% of the time.
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Compared 16% of the time.
Compared 4% of the time.
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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.

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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
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
Manufacturing Company8%
VISITORS READING REVIEWS
Computer Software Company44%
Comms Service Provider10%
Government8%
Media Company4%
REVIEWERS
Computer Software Company25%
Financial Services Firm15%
Marketing Services Firm10%
Non Profit10%
VISITORS READING REVIEWS
Computer Software Company36%
Comms Service Provider9%
Media Company6%
Construction Company6%
Company Size
REVIEWERS
Small Business15%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise7%
Large Enterprise74%
REVIEWERS
Small Business38%
Midsize Enterprise44%
Large Enterprise18%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: August 2020.
437,168 professionals have used our research since 2012.
ServiceNow is ranked 1st in Help Desk Software with 22 reviews while Zendesk Guide is ranked 26th in Help Desk Software. ServiceNow is rated 8.2, while Zendesk Guide is rated 0.0. The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". On the other hand, ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Appian, JIRA Service Desk and Microsoft PowerApps, whereas Zendesk Guide is most compared with JIRA Service Desk, Atlassian Confluence, TOPdesk, ManageEngine ServiceDesk Plus and Salesforce Service Cloud.

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