Raj BartakkeDirector Customer Success and ServiceNow Practice Lead at CoreSphere, LLC
Anonymous UserCustomer Success Manager at a computer software company
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The most valuable feature is that this is a Cloud solution."
"ServiceNow was the first true enterprise to service management platform."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"I have found that sorting and grouping functions are particularly useful."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's very convenient to use."
"The initial setup is simple and straightforward."
"Transparency in the pricing model needs to be improved."
"Service mapping could be less complicated."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"There should be fewer clicks and faster integrations between solutions."
"Creating service catalog forms could be made easier."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Integration capabilities can improve."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The mandatory minimum is US$ 20,000 for licensing."
"The licenses are expensive."
"The setup cost is high compared to others, especially when the scope is not fixed."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"$230 per user."
"It is very expensive because it is a big organization. You have to pay for additional things."
"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
"There are licensing fees."
"The price is very competitive."
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 Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
ServiceNow is ranked 1st in Help Desk Software with 49 reviews while Zendesk Support is ranked 17th in Help Desk Software with 3 reviews. ServiceNow is rated 8.2, while Zendesk Support is rated 8.4. The top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". On the other hand, the top reviewer of Zendesk Support writes "Seamless and easy to set up with a good Slack integration". ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Microsoft PowerApps, Appian and JIRA Service Management, whereas Zendesk Support is most compared with Sendbird Desk and Kustomer. See our ServiceNow vs. Zendesk Support report.
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