ServiceNow and Zoho Desk both compete in the customer service management space, each offering unique strengths. ServiceNow seems to have the upper hand due to its extensive feature set and flexibility, though Zoho Desk offers a more economical alternative.
Features: ServiceNow offers extensive customization, automation, and integration capabilities, making it extremely adaptable to varied business needs. The platform supports a wide range of ITIL processes and enables custom app development. Zoho Desk integrates well within the Zoho suite and is recognized for its economical pricing. It offers an easy-to-use UI and basic integration options that suit smaller businesses or startups.
Room for Improvement: ServiceNow is noted for its complexity in customization and integration, as well as its high licensing costs and sometimes cumbersome user interface. Zoho Desk could enhance its offerings with more advanced IT service management features and improved integration options to align better with complex business requirements.
Ease of Deployment and Customer Service: ServiceNow offers deployment in Public Cloud, Private Cloud, Hybrid setups, and on-premises installations, providing flexibility but potentially increasing deployment complexity and time. Customer service reviews are mixed, reflecting the variation in support quality based on issue complexity. Zoho Desk, hosted primarily in Public Cloud environments, is simpler to set up, with generally satisfactory customer service despite occasional variability in technical support satisfaction.
Pricing and ROI: ServiceNow is characterized by high pricing and complex licensing but justifies the investment with comprehensive features that drive efficiency gains. It can be cost-prohibitive for smaller enterprises. Zoho Desk provides a cost-effective solution, with straightforward pricing models that are accessible for startups and smaller organizations. Both systems offer ROI, though the returns from ServiceNow are often linked to larger-scale implementations.
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 Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
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 experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
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.
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.
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.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
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.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
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.”
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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