ServiceNow 2019 Review

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Last updated: Aug 14, 2019

ServiceNow Review

ITQlick rating
(4.3/5)

Starting from $100 Per month

ServiceNow is a Help Desk and CRM software created for small to large companies. Its key features include Marketing Automation, Knowledge Management, Customer Support, Audit Management, Self-Service Portal, Cus...

  • Categories (4/13):

    • Knowledge Management
    • Marketing Automation
    • Maintenance Inventory Management
    • Compliance

What is ServiceNow? Updated: Aug 14, 2019

ServiceNow is a Help Desk and CRM software created for small to large companies. Its key features include Marketing Automation, Knowledge Management, Customer Support, Audit Management, Self-Service Portal, Customer Service, and more functions to digitize workflow and improve customer experience. ServiceNow is founded in 2004 in Santa Clara, California. It has up to 10,000 employees

ServiceNow Average Rating -

The rating of ServiceNow is 4.3 stars. The rating is based on ITQlick expert review

ServiceNow Typical Customers

Customers of the software include businesses of all sizes and a variety of types. Most commonly, it can be deployed in such industries and sectors as technology and software development, IT infrastructure and networking, financial services, education, automation and manufacturing, and others. Some notable clients of the software include Carlson Wagonlit Travel, and C.H. Robinson etc.

ServiceNow Features

Core IT operation management capabilities offered by the software include incident management, change management, problem management, configuration management, service catalog, knowledge management, service level agreement, bi-directional email integration, and LDAP synchronization. The software also offers compliance management capabilities of contract management, software monitoring, purchase order tracking, and warranty lookup etc.

ServiceNow features asset management capabilities of asset tagging, automatic asset discovery, budgeting and forecasting, hardware inventory, location tracking, and software inventory management. Other than reporting, customized dashboards can be generated on any metric. Other important capabilities include notifications, live feed collaboration, escalations, visual task boards, and others.

ServiceNow Alternatives

SugarCRM is configurable customer relationship management software for small to large businesses like ServiceNow. However, ServiceNow has better CRM features than SugarCRM such as incident management, problem management, release management, and self—servicing portal. ServiceNow also has more advanced customer support system than SugarCRM for it uses chatbots to quickly respond to customers’ queries.

Both have agent performance monitoring capabilities but only ServiceNow has online onboarding and employee entry to exit processing functions. ServiceNow has higher customer reviews online and is a more beneficial Help Desk and CRM solution for its wider range of features.

amoCRM is CRM software for the same client size as ServiceNow. However, amoCRM pricing is lower than ServiceNow for only $15 a month. They have similar functions such as task management, task tracking, and workflow management.

ServiceNow caters more CRM and HR solutions than amoCRM like face-to-face IT support request, incident routing, performance analytics, asset management, and more. Both have excellent vendor reputation online but ServiceNow is a better choice than amoCRM since amoCRM focuses only on messenger-based sales solutions.

ServiceNow Pricing Information

ServiceNow pricing is lower than the average cost of Help Desk solutions. Price starts at $100 a month on a subscription basis. Its ITSM (IT Service Management) plan has incident management capability to restore services faster, problem management to trace issues’ root cause, change and release management to reduce risks and costs, request management to through self-servicing portal, and virtual agent using chatbots for quicker response.

It uses machine learning to resolve issues faster, performance analytics, and face-to-face IT support request. It also provides agent workspace, automated onboarding and lifecycle, knowledge management, and asset and cost management to track costs, quantities, and contracts.

It also has the ability to generate reports and customize dashboards, monitor performance, benchmark for improvement, conduct survey and assessment to gather feedback, and continual improvement management.

ServiceNow demo

25 questions to ask the vendor on ServiceNow demo

Is ServiceNow the right software for me?

ServiceNow fits small, medium, and large businesses which are looking for Help Desk and CRM solutions. Its customers are from various industries like IT infrastructure and networking, automation and manufacturing, technology and software development, and education. Among its refutable clients are RBS, Experian, Medibank, Siemens, Vitas Healthcare, and Allianz to name a few.

ServiceNow Categories

Knowledge Management
Marketing Automation
Maintenance Inventory Management
Compliance
Field Service
Self-Service Portal
Help Desk
Customer Support
Customer Service
Call Center
CRM
Audit Management

Specifications

Company:
Address: Americas Parkway Northeast, Albuquerque, NM
Customers: Small business, Medium business, Large business
Business Area: Customer service, Information technology, Service management
Platforms: Cloud
Operating Systems: Mac OS, Windows, Linux

ServiceNow Features

Asset Management
Billing and Invoicing
Change Management
Contract Management
Customer Survey
Email Integration
Incident / Request Management
ITIL Compliant
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Mobile Integration
Multi-Site Support
Remote Control Access
Reporting
Rules/Workflows
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ServiceNow Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
Compare
ServiceNow
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
78/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4/10
License pricing license pricing (if provided by the software vendor)
$100 Per month
Hosting
On premise and Cloud
Functionality score
31
Fit small business
Fit medium business
Fit large business
Software review
Freshdesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$19 Per month/user
Hosting
On premise and Cloud
Functionality score
39
Fit small business
Fit medium business
Fit large business
Software review
Samanage
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4.2/10
License pricing license pricing (if provided by the software vendor)
$800 Per year/user
Hosting
Cloud
Functionality score
38
Fit small business
Fit medium business
Fit large business
Software review
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
92/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4/10
License pricing license pricing (if provided by the software vendor)
$12 Per month/user
Hosting
On premise and Cloud
Functionality score
3
Fit small business
Fit medium business
Fit large business
Software review
Zendesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$29 Per month/user
Hosting
On premise and Cloud
Functionality score
37
Fit small business
Fit medium business
Fit large business
Software review