Compare ServiceNow vs Zoho | IT Central Station

ServiceNow Based on 106 reviews.	Zoho Based on 15 reviews.
Overview
ServiceNow is a platform-as-a-service provider of enterprise Service Management software. It was founded in 2003 by Fred Luddy, the previous CTO of Peregrine Systems and Remedy Corporation. ServiceNow specializes in delivering ITSM applications and thus competes with BMC, Computer Associates, IBM, and Hewlett-Packard. It also provides a platform for forms-based workflow application development and thus competes with SaaS/PaaS providers such as Salesforce.com's Force.com offering. Slootman has specifically indicated this as a key corporate strategy in press interviews and keynotes at the ServiceNow user conferences called Knowledge.	Information Not Available
Sample Customers
ServiceNow: 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	Zoho Creator: Estate Crush Winery, Integra Services, Avidpays, Napa Valley Film Festival, Marionnaud, The Institute of Hormonal Health, Stone Tapert Zoho Desk: Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Popular Solutions
ServiceNow 26 reviews ServiceNow Security Operations 1 reviews	Zoho Reports 2 reviews
Top Comparisons
BMC Helix Remedy vs. ServiceNow Compared 16% of the time.	Caspio vs. Zoho Creator Compared 26% of the time. ManageEngine ServiceDesk Plus vs. Zoho Desk Compared 100% of the time.
Top Industries
Financial Services Firm 18% Pharma/Biotech Company 8% Manufacturing Company 7% University 6%	Marketing Services Firm 16% Financial Services Firm 11% Retailer 9% Manufacturing Company 8%

Quotes From Member Reviews

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

Most Helpful Reviews

SeanHook
System Architect at a pharma/biotech company
What is our primary use case?: We use it for ITIL/ITOM catalog of services. ServiceNow is the CMDB for our...
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Philip Lord
Sr. Global PLM Project Manager at a manufacturing company
What is our primary use case?: Deployment to customers looking to vastly reduce security incident response time and...
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Review 1 of 2

CraigWillis
Business Development Director
What is our primary use case?: We use Zoho Reports for process, organisational analysis, and improvement. This...
Read full review of Zoho Reports »

Review 1 of 1

Customer Service

Koustuve Pande
Global Command Center Analyst at AstraZeneca
Customer Service: Excellent (9/10) Technical Support: Excellent (9/10)
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Bruno Pires
IT Governance Senior Consultant at a consultancy
A nine out of 10.
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SeanHook
System Architect at a pharma/biotech company
Technical support is very good. Like in any support organization, there can be technicians who do not meet your...
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Deepa Dokania (Srivastava)
Senior Specialist at a tech services company
Customer Service: Very prompt and efficient customer service. Technical Support: Very good.
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Mir Razvi
Sr. ServiceNow Developer at a tech services company
Usually, we don't reach out to ServiceNow until we know the problem is not in our hands. As a gold partner, our...
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Konstantinos Kourtidis
Systems Analyst at a energy/utilities company
If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time,...
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Kyle Lester
ServiceNow Engineer at a university
It's mostly good. I would say there had been times where it's taking a long time for a resolution. Sometimes that's...
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Anonymous User
Solution Consultant
This really depends on what the issue is. When you start venturing outside of the base system functionality, they...
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Anonymous User
Supervisor of Training and QA at a university
The support's been excellent. Our local rep has been excellent and I haven't personally reached out to technical...
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Anonymous User
IT Coordinator at a financial services firm
Here in Brazil, we have local support from a company called Fast Lane. They are the enterprise that did the...
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AssistVP33
Assistant Vice President at a financial services firm
On a scale of one to 10, I would rate technical support as a seven.
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Anonymous User
Developer at a healthcare company
They are doing very well. We have two process. One from the self-service page, the self service page, you can do...
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Anonymous User
Senior Analyst of eCommerce Systems at a tech services company
I really like it. They answer quite fast and provide good solutions.
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Anonymous User
Program Manager
I don't have direct experience with them. I have six coordinators and two of them in particular work really well with...
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Anonymous User
Project Manager at a tech vendor
I haven't had a chance to check technical support myself, but my colleagues say it could be faster. But in comparison...
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Anonymous User
Senior Technical Manager at a religious institution
It was implemented by our engineering group, so my supports go straight to them. My understanding is that our...
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Anonymous User
Director of Channels and Alliances at a tech vendor
Their technical support is very good. We're in the partner program so we have a different development program. We...
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Anonymous User
Principal Engineer at a tech vendor
Probably the best that I've ever dealt with. Really knowledgeable. Usually pretty quick on getting back with you....
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Anonymous User
Performance Analyst at a insurance company
To be honest, we have mostly in-house support. Anytime I've had a call or a question, it's been answered usually...
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Anonymous User
Lead Engineer
This can be very hit and miss, there are some individuals who are fantastic and a lot of help and then there are...
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Anonymous User
Engagement Manager at a consultancy
They're inconsistent. Depending on who you get, they may or may not be able to immediately provide the kind of...
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Consultant978
CareWorks Tech at a tech services company
Customer Service: 8/10 - the vendor used to be really good, but with the massive growth of product use it’s...
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Anonymous User
Developer at a financial services firm
Very good. I've worked with other vendors in the past that haven't been nearly as good as ServiceNow's, like CA...
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Anonymous User
Production Engineer at a healthcare company
I'd say they're proactive. Any of the tickets I've had open with them, they've gotten back to me in a timely manner...
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Anonymous User
Senior Tools Engineer at a software R&D company
In our experience with technical support, we found that first-level support is pretty mediocre and second-level...
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Anonymous User
Programmer Analyst at a transportation company
With my interactions with them, I would say that they're really good. I almost never have to escalate anything. It's...
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Anonymous User
Support Specialist at a insurance company
It's pretty good. I can say that for some things, obviously you can't know everything and we can't find everything,...
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Anonymous User
Senior Consultant at a consultancy
Customer Service: Very good. Quick response and very customer friendly. Technical Support: Technical support hours...
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Anonymous User
Software Developer at a university
They've been great. I haven't used them much in the year that I've done it. I've only had maybe two incidents logged,...
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Anonymous User
Director of IT at a financial services firm
I'm not necessarily involved in the day to day support that we would have to reach out to. Our architect is more...
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Mark Thurman
Director
Customer Service: Excellent. the support team have been very helpful, on one occasion even writing a particularly...
Read full review of Zoho Reports »
Anonymous User
Sales & Marketing Account Manager
Customer Service: It was very good, quick, and efficient. Technical Support: It was very good, quick, and efficient.
Read full review of Zoho Campaigns »
Anonymous User
Client Partner at a tech company
Customer Service: Only chat is available, connecting over the phone is impossible. Some of the questions I had...
Read full review of Zoho CRM »
Anonymous User
Web Marketing
Customer Service: 8/10. Technical Support: 8/10.
Read full review of Zoho Reports »
Fabio Bilicki
IT Manager at a tech services company
Customer Service: Good. Technical Support: Good.
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CraigWillis
Business Development Director
There is a good support portal. Questions are answered quickly. Their team is happy to jump on a WebEx to help you...
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Anonymous User
CEO at a consultancy
Customer Service: 5 out of 5 Technical Support: 4 out of 5
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Anonymous User
Business Analyst at a retailer
Customer Service: Customer service is a 4/5. They will answer your questions quickly, and generally provide helpful...
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user34323
MSc student at a university
Customer Service: I don't remember even needing to use customer service so I cannot comment here. Technical Support:...
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Anonymous User
Skip Tracer | 10+Years Specializing in Unclaimed Money | Find Unclaimed Money | Finding Heirs at AURFS Pty Ltd trading as Money Catch
Customer Service: As a paid user the wait is usually around 48 hrs, it would be great as a paid user to always be...
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Anonymous User
Lead, Marketing Research & CRM Activities at a tech services company
Customer Service: It's poor. Technical Support: Poor, as they don't answer you call or emails at first your first...
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Technical Support

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