What users are saying about
25 Ratings
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Top Rated
369 Ratings
25 Ratings
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Score 9.4 out of 100

ServiceNow IT Service Management

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Top Rated
369 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Creatio

If you have an in-house expert, then this product, due to its customization abilities, is a great choice for a CRM. However, due to Creatio's low-code approach, there are areas where end-users can make their own changes and customizations without the need for a developer. One such case is building out team dashboards for real-time reporting.
Carl Moore | TrustRadius Reviewer

ServiceNow IT Service Management

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Creatio
9.5
ServiceNow IT Service Management
Customer data management / contact management
Creatio
9.9
ServiceNow IT Service Management
Workflow management
Creatio
9.6
ServiceNow IT Service Management
Territory management
Creatio
9.1
ServiceNow IT Service Management
Opportunity management
Creatio
9.6
ServiceNow IT Service Management
Integration with email client (e.g., Outlook or Gmail)
Creatio
9.4
ServiceNow IT Service Management
Contract management
Creatio
9.5
ServiceNow IT Service Management
Quote & order management
Creatio
10.0
ServiceNow IT Service Management
Interaction tracking
Creatio
9.2
ServiceNow IT Service Management
Channel / partner relationship management
Creatio
9.4
ServiceNow IT Service Management

Customer Service & Support

Creatio
9.1
ServiceNow IT Service Management
Case management
Creatio
9.7
ServiceNow IT Service Management
Call center management
Creatio
8.5
ServiceNow IT Service Management
Help desk management
Creatio
9.1
ServiceNow IT Service Management

Marketing Automation

Creatio
9.6
ServiceNow IT Service Management
Lead management
Creatio
9.6
ServiceNow IT Service Management
Email marketing
Creatio
9.5
ServiceNow IT Service Management

CRM Project Management

Creatio
9.0
ServiceNow IT Service Management
Task management
Creatio
9.4
ServiceNow IT Service Management
Billing and invoicing management
Creatio
8.2
ServiceNow IT Service Management
Reporting
Creatio
9.5
ServiceNow IT Service Management

CRM Reporting & Analytics

Creatio
9.5
ServiceNow IT Service Management
Forecasting
Creatio
9.4
ServiceNow IT Service Management
Pipeline visualization
Creatio
9.4
ServiceNow IT Service Management
Customizable reports
Creatio
9.5
ServiceNow IT Service Management

Customization

Creatio
9.9
ServiceNow IT Service Management
Custom fields
Creatio
9.9
ServiceNow IT Service Management
Custom objects
Creatio
9.9
ServiceNow IT Service Management
Scripting environment
Creatio
10.0
ServiceNow IT Service Management
API for custom integration
Creatio
9.8
ServiceNow IT Service Management

Security

Creatio
9.2
ServiceNow IT Service Management
Single sign-on capability
Creatio
9.1
ServiceNow IT Service Management
Role-based user permissions
Creatio
9.2
ServiceNow IT Service Management

Social CRM

Creatio
9.4
ServiceNow IT Service Management
Social data
Creatio
9.2
ServiceNow IT Service Management
Social engagement
Creatio
9.7
ServiceNow IT Service Management

Integrations with 3rd-party Software

Creatio
8.4
ServiceNow IT Service Management
Marketing automation
Creatio
8.4
ServiceNow IT Service Management

Platform

Creatio
9.0
ServiceNow IT Service Management
Mobile access
Creatio
9.0
ServiceNow IT Service Management

Incident and problem management

Creatio
ServiceNow IT Service Management
8.3
Organize and prioritize service tickets
Creatio
ServiceNow IT Service Management
8.7
Expert directory
Creatio
ServiceNow IT Service Management
7.9
Service restoration
Creatio
ServiceNow IT Service Management
7.8
Self-service tools
Creatio
ServiceNow IT Service Management
8.2
Subscription-based notifications
Creatio
ServiceNow IT Service Management
8.2
ITSM collaboration and documentation
Creatio
ServiceNow IT Service Management
8.9
ITSM reports and dashboards
Creatio
ServiceNow IT Service Management
8.6

ITSM asset management

Creatio
ServiceNow IT Service Management
7.9
Configuration mangement
Creatio
ServiceNow IT Service Management
8.2
Asset management dashboard
Creatio
ServiceNow IT Service Management
8.0
Policy and contract enforcement
Creatio
ServiceNow IT Service Management
7.6

Change management

Creatio
ServiceNow IT Service Management
8.6
Change requests repository
Creatio
ServiceNow IT Service Management
8.8
Change calendar
Creatio
ServiceNow IT Service Management
8.5
Service-level management
Creatio
ServiceNow IT Service Management
8.6

Pros

Creatio

  • Customization: We have heavily customized the system. Creatio has been excellent in helping build requirements & see these through to implementation.
  • The system is really easy to use. Users pick it up & love it immediately.
  • Support is superb: If we have any issues or want to change the system at all, the team is always there helping by being fast, efficient & friendly
  • Cost: Definitely competitive.
Will Ludgate | TrustRadius Reviewer

ServiceNow IT Service Management

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

Cons

Creatio

  • Having more marketplace solutions that add to the system’s functionality would be great.
  • We look forward to further enhancements in ML (even though Creatio already has some AI-powered solutions in place).
  • We would also like to see some improvements to the customer portal.
Tatyana Yaroshenko | TrustRadius Reviewer

ServiceNow IT Service Management

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

Usability

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 7 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 8.3
Based on 36 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Anonymous | TrustRadius Reviewer

Implementation Rating

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

Alternatives Considered

Creatio

The system’s UI, rich functionality, and a great potential for scalability made the system stand out among other vendors. It is a fully-fledged solution that allowed us to work with customer data way more efficiently and improve our processes on a regular basis.
Vladlen Manastiretskiy | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Scalability

Creatio

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

Creatio

  • bpm'online is a bit pricey, so utilizing it in place of other tools to help on your ROI is important.
  • Users are seeing the value of a consolidated information source and buy-in is quicker than it was with Salesforce or GoldMine.
  • The automation of internal notifications when particular fields are marked has increased productivity and decreased human error overall.
Kenneth Harrington-Colon | TrustRadius Reviewer

ServiceNow IT Service Management

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow IT Service Management

Pricing Details

Creatio

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$3,000*

* Per installation

ServiceNow IT Service Management

General

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

Rating Summary

Likelihood to Recommend

Creatio
9.4
ServiceNow IT Service Management
8.3

Likelihood to Renew

Creatio
ServiceNow IT Service Management
10.0

Usability

Creatio
ServiceNow IT Service Management
10.0

Reliability and Availability

Creatio
ServiceNow IT Service Management
10.0

Performance

Creatio
ServiceNow IT Service Management
9.0

Support Rating

Creatio
ServiceNow IT Service Management
8.3

Online Training

Creatio
ServiceNow IT Service Management
1.0

Implementation Rating

Creatio
ServiceNow IT Service Management
10.0

Scalability

Creatio
ServiceNow IT Service Management
10.0

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