SAP Service Cloud vs ServiceNow Customer Service Management comparison

SAP and ServiceNow are both solutions in the Customer Experience Management category. SAP is ranked #17 with an average rating of 8.0, while ServiceNow is ranked #4 with an average rating of 8.1. SAP holds a 1.8% mindshare in CEM, compared to ServiceNow’s 2.9% mindshare. Additionally, 100% of SAP users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

SAP Service Cloud

Read 1 SAP Service Cloud review

482 Views
178 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 14 ServiceNow Customer Service Management reviews

1,279 Views
678 Comparison Views

100% willing to recommend

SAP Service Cloud

ServiceNow Customer Service...

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Executive Summary

We performed a comparison between SAP Service Cloud and ServiceNow Customer Service Management based on real PeerSpot user reviews.

Find out what your peers are saying about Salesforce, Qualtrics, Genesys and others in Customer Experience Management.

To learn more, read our detailed Customer Experience Management Report (Updated: September 2025).

Buyer's Guide

Customer Experience Management

September 2025

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Helped 868,759 peers since 2012

Review summaries and opinions

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

Categories and Ranking

SAP Service Cloud

Ranking in Customer Experience Management

17th

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

CRM (32nd)

ServiceNow Customer Service...

Ranking in Customer Experience Management

4th

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

Mindshare comparison

As of October 2025, in the Customer Experience Management category, the mindshare of SAP Service Cloud is 1.8%, up from 1.2% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.9%, down from 5.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
ServiceNow Customer Service Management	2.9%
SAP Service Cloud	1.8%
Other	95.3%

Customer Experience Management

Featured Reviews

Mo Sayed

SAP enterpise cloud architect at ECC Experienced Certified Consulting

Have built intelligent workflows and accelerated lead conversion through embedded AI and process integration

There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all cloud solutions are present in data centers. While we evaluate the product, we have to check the existence of the product in all nearest data centers. For example, while I check the data center through the Trust Center on SAP's website, I found that most cloud solutions are installed in Riyadh, but they are missing some very important tools such as LeanIX, which is not existent in Saudi Arabia. E-commerce solutions are also missing, and some aspects of C4C, such as Customer Data Cloud, are not present in many data centers. Not all components in cloud solutions exist in key centers in the Middle East and North Africa. They evaluate demand before installation, but having all solutions in the center point could encourage sales cycles.

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Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Integrating departments for unified service while managing complexity and learning curve

ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

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Quotes from Members

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

Pros

"The embedded AI inside SAP, called Business AI, impacts decision-making and resolution times significantly, working as a smart conversational chat in Joule to create dashboards and compare historical data with sales forecasts."

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

"The tool is very useful as it helps us run businesses smoothly."

"ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"The tool's most valuable feature is the service portal."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."

More ServiceNow Customer Service Management pros

Cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."

"I do not have any notes for improvements."

"The product does not cater to businesses of every scale and budget."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."

"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."

"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."

"ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

Information not available

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"I rate the tool's pricing a six out of ten."

"The product has a premium price"

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

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Top Industries

By visitors reading reviews

No data available

Healthcare Company

Manufacturing Company

Financial Services Firm

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	6

Questions from the Community

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What do you like most about ServiceNow Customer Service Management?

We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...

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What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.

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What needs improvement with ServiceNow Customer Service Management?

The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.

See all answers

Comparisons

SAP CRM vs SAP Service Cloud

Compared 42% of the time

More SAP Service Cloud Competitors

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Compared 47% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 21% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 9% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 7% of the time

Decagon vs ServiceNow Customer Service Management

Compared 5% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

Customer Experience Management

September 2025

Download SAP Service Cloud product report

Buyer's Guide

ServiceNow Customer Service Management

September 2025

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

No data available

ServiceNow CSM

Overview

SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.

SAP

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

Sample Customers

INICOM, Dulux

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Customer Experience Management

September 2025

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Find out what your peers are saying about Salesforce, Qualtrics, Genesys and others in Customer Experience Management. Updated: September 2025.

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868,759 professionals have used our research since 2012.

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We monitor all Customer Experience Management 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.