ServiceNow and Zendesk are competitors in the IT service management and customer support space. ServiceNow appears to have the upper hand in flexibility and customization, while Zendesk excels in ease of use and integration capabilities.
Features: ServiceNow offers unparalleled flexibility and customization, supporting varied functionalities like ITIL processes, custom app development, and automated workflows. It provides tools such as analytics and asset management. Zendesk is known for its efficient ticket management and multi-channel support integration. It is easy to set up and use, offering features like macros and APIs for integration.
Room for Improvement: ServiceNow needs to simplify its pricing and licensing, as well as improve its user experience and reporting capabilities. Zendesk could enhance ticket management, customization options, and reporting features, and improve integration with back-office systems.
Ease of Deployment and Customer Service: ServiceNow provides diverse deployment models, including public, private, and hybrid cloud, requiring significant setup and technical support despite generally good customer service. Zendesk's public and hybrid cloud options offer easier deployment with quicker setups, but its customer service has been impacted by increased demand.
Pricing and ROI: ServiceNow is perceived as expensive, with a complex licensing model, but offers significant ROI through extensive capabilities and improved efficiency. Zendesk's pricing, particularly at the enterprise level, is considered high but offers value through productivity gains and customer satisfaction.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
I rate the technical support of ServiceNow as a nine on a scale of one to ten.
The technical support provided by Zendesk has been very satisfactory.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
Zendesk can scale from very small companies to very large ones.
It is cloud-based, so it is highly scalable and performs well.
I rate the stability of ServiceNow as a nine on a scale of one to ten.
ServiceNow is already a stable tool.
The stability has been quite reliable.
From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
It is not the cheapest solution nor the most expensive, but it provides value for money.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
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.
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