9 Ratings
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Score 7.3 out of 100
44 Ratings
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Score 7.8 out of 100

Feature Set Ratings

    Incident and problem management

    Alemba Service Manager

    Feature Set Not Supported
    N/A
    7.8

    ServiceNow Customer Service Management

    78%
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Expert directory

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.8
    78%
    8 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    8 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    7.5
    75%
    9 Ratings

    Self Help Community

    Alemba Service Manager

    Feature Set Not Supported
    N/A
    7.6

    ServiceNow Customer Service Management

    76%
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.7
    77%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.5
    75%
    8 Ratings

    Multi-Channel Help

    Alemba Service Manager

    Feature Set Not Supported
    N/A
    7.3

    ServiceNow Customer Service Management

    73%
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.2
    82%
    7 Ratings

    IVR

    N/A
    0 Ratings
    6.2
    62%
    5 Ratings

    Social integration

    N/A
    0 Ratings
    5.9
    59%
    6 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Attribute Ratings

    • Alemba Service Manager is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    Alemba Service Manager

    90%
    2 Ratings
    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings

    Likelihood to Renew

    8.0

    Alemba Service Manager

    80%
    1 Rating

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Usability

    Alemba Service Manager

    N/A
    0 Ratings
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Support Rating

    Alemba Service Manager

    N/A
    0 Ratings
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    Likelihood to Recommend

    Alemba Service Manager

    When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
    Amr ElGarhy | TrustRadius Reviewer

    ServiceNow Customer Service Management

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    Alemba Service Manager

    • Manage service processes
    • Manage pools
    • Automate services
    Brian Kedash | TrustRadius Reviewer

    ServiceNow Customer Service Management

    • 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.
    Anonymous | TrustRadius Reviewer

    Cons

    Alemba Service Manager

    • Embedded CI (configuration Item) scanner
    • Reporting and dashboarding engine
    Amr ElGarhy | TrustRadius Reviewer

    ServiceNow Customer Service Management

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Alemba Service Manager

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    ServiceNow Customer Service Management

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Likelihood to Renew

    Alemba Service Manager

    Alemba Service Manager 8.0
    Based on 1 answer
    It's performed just how I want it to, so no real complaints really
    Brian Kedash | TrustRadius Reviewer

    ServiceNow Customer Service Management

    No score
    No answers yet
    No answers on this topic

    Usability

    Alemba Service Manager

    No score
    No answers yet
    No answers on this topic

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 10.0
    Based on 1 answer
    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.
    Anonymous | TrustRadius Reviewer

    Support Rating

    Alemba Service Manager

    No score
    No answers yet
    No answers on this topic

    ServiceNow Customer Service Management

    ServiceNow Customer Service Management 9.0
    Based on 1 answer
    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.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Alemba Service Manager

    It wasn't my selection, it's been used for more than five years in the current organization.
    Amr ElGarhy | TrustRadius Reviewer

    ServiceNow Customer Service Management

    ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
    Veeral Oza | TrustRadius Reviewer

    Return on Investment

    Alemba Service Manager

    • Less management time spent on VMs and virtual environment
    • Less money spent on compute
    • Less money spent on servers
    Brian Kedash | TrustRadius Reviewer

    ServiceNow Customer Service Management

    • 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.
    Anonymous | TrustRadius Reviewer

    Add comparison