Aderant Handshake vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aderant Handshake
Score 7.0 out of 10
N/A
Legal software specialist Aderant offers Handshake, the company's Sharepoint compatible knowledge management platform specifically for law firms featuring access via intranet and extranet portals and an enterprise search tool for locating documentation and expertise, and general KM analytics.N/A
ServiceNow Customer Service Management
Score 7.9 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Pricing
Aderant HandshakeServiceNow Customer Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Aderant HandshakeServiceNow Customer Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Aderant HandshakeServiceNow Customer Service Management
Top Pros
Top Cons

No answers on this topic

Features
Aderant HandshakeServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Aderant Handshake
-
Ratings
ServiceNow Customer Service Management
7.0
6 Ratings
11% below category average
Organize and prioritize service tickets00 Ratings7.66 Ratings
Expert directory00 Ratings7.95 Ratings
Subscription-based notifications00 Ratings7.15 Ratings
ITSM collaboration and documentation00 Ratings4.45 Ratings
Ticket creation and submission00 Ratings9.16 Ratings
Ticket response00 Ratings6.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Aderant Handshake
-
Ratings
ServiceNow Customer Service Management
4.8
5 Ratings
45% below category average
External knowledge base00 Ratings4.44 Ratings
Internal knowledge base00 Ratings5.15 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Aderant Handshake
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
18% below category average
Customer portal00 Ratings7.24 Ratings
IVR00 Ratings5.34 Ratings
Social integration00 Ratings3.54 Ratings
Email support00 Ratings7.45 Ratings
Help Desk CRM integration00 Ratings8.25 Ratings
Best Alternatives
Aderant HandshakeServiceNow Customer Service Management
Small Businesses
Concrete CMS
Concrete CMS
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Tridion
Tridion
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Tridion
Tridion
Score 9.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Aderant HandshakeServiceNow Customer Service Management
Likelihood to Recommend
7.0
(1 ratings)
7.4
(6 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Aderant HandshakeServiceNow Customer Service Management
Likelihood to Recommend
Aderant
The user of Handshake takes a certain amount of user computer literacy and the user needs to be resourceful. When building our site, I needed to google quite a bit. On the contrary, if budget allows, Handshake developers will do it all for you.
Read full review
ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
Read full review
Pros
Aderant
  • The main reason we got Handshake was to display visual gadgets for our accounting systems. We always provided spreadsheet type reports, but pictures and more engaging. Attorney gets a dashboard in real time of where they stand financially.
  • Additional use as FAQ's in different departments in the firm, that is, accounting, IT, and office services.
  • Knowledgebase - How to's and software.
Read full review
ServiceNow
  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Read full review
Cons
Aderant
  • Documentation is weak, but hopefully, since Aderant just acquired the company, that will improve
Read full review
ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Read full review
Usability
Aderant
No answers on this topic
ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Read full review
Support Rating
Aderant
No answers on this topic
ServiceNow
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Read full review
Alternatives Considered
Aderant
None. Always need about Handshake's interface with Aderant, way before Aderant purchased them. Seemed like a natural fit.
Read full review
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
Read full review
Return on Investment
Aderant
  • Hard to say, but ultimately putting knowledge in the hands of fee earners immediately it is positive.
Read full review
ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
Read full review
ScreenShots