Infor CRM vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Infor CRM
Score 6.0 out of 10
N/A
Infor CRM delivers tools for individuals, teams, and companies focused on increasing sales performance and the insights to optimize sales, marketing, and service strategy and execution. Infor CRM provides sales teams with rich customer information from interactions and transactions across the business and accommodates the modern flexible workforce with multiple access methods. Robust process automation capabilities enable efficiencies and the application of best practices across sales…N/A
ServiceNow IT Service Management
Score 8.4 out of 10
N/A
Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.N/A
Pricing
Infor CRMServiceNow IT Service Management
Editions & Modules
No answers on this topic
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
Offerings
Pricing Offerings
Infor CRMServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
More Pricing Information
Community Pulse
Infor CRMServiceNow IT Service Management
Features
Infor CRMServiceNow IT Service Management
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Infor CRM
7.8
9 Ratings
0% above category average
ServiceNow IT Service Management
-
Ratings
Customer data management / contact management8.48 Ratings00 Ratings
Workflow management10.07 Ratings00 Ratings
Territory management5.46 Ratings00 Ratings
Opportunity management8.46 Ratings00 Ratings
Integration with email client (e.g., Outlook or Gmail)5.48 Ratings00 Ratings
Contract management5.74 Ratings00 Ratings
Quote & order management7.34 Ratings00 Ratings
Interaction tracking10.08 Ratings00 Ratings
Channel / partner relationship management10.08 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Infor CRM
8.3
4 Ratings
8% above category average
ServiceNow IT Service Management
-
Ratings
Case management10.03 Ratings00 Ratings
Call center management5.03 Ratings00 Ratings
Help desk management10.03 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Infor CRM
2.5
8 Ratings
102% below category average
ServiceNow IT Service Management
-
Ratings
Lead management3.97 Ratings00 Ratings
Email marketing1.06 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Infor CRM
4.2
7 Ratings
58% below category average
ServiceNow IT Service Management
-
Ratings
Task management7.17 Ratings00 Ratings
Billing and invoicing management3.61 Ratings00 Ratings
Reporting2.15 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Infor CRM
4.2
8 Ratings
58% below category average
ServiceNow IT Service Management
-
Ratings
Forecasting3.64 Ratings00 Ratings
Pipeline visualization7.05 Ratings00 Ratings
Customizable reports2.18 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
Infor CRM
8.6
9 Ratings
12% above category average
ServiceNow IT Service Management
-
Ratings
Custom fields10.09 Ratings00 Ratings
Custom objects7.07 Ratings00 Ratings
Scripting environment7.24 Ratings00 Ratings
API for custom integration10.06 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Infor CRM
10.0
8 Ratings
18% above category average
ServiceNow IT Service Management
-
Ratings
Single sign-on capability10.06 Ratings00 Ratings
Role-based user permissions10.06 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Infor CRM
3.5
2 Ratings
72% below category average
ServiceNow IT Service Management
-
Ratings
Social data4.02 Ratings00 Ratings
Social engagement3.02 Ratings00 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Infor CRM
2.9
4 Ratings
88% below category average
ServiceNow IT Service Management
-
Ratings
Marketing automation3.04 Ratings00 Ratings
Compensation management2.71 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
Infor CRM
5.0
4 Ratings
40% below category average
ServiceNow IT Service Management
-
Ratings
Mobile access5.04 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Infor CRM
-
Ratings
ServiceNow IT Service Management
9.0
69 Ratings
9% above category average
Organize and prioritize service tickets00 Ratings9.568 Ratings
Expert directory00 Ratings8.552 Ratings
Service restoration00 Ratings8.557 Ratings
Self-service tools00 Ratings9.566 Ratings
Subscription-based notifications00 Ratings9.064 Ratings
ITSM collaboration and documentation00 Ratings9.561 Ratings
ITSM reports and dashboards00 Ratings8.563 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Infor CRM
-
Ratings
ServiceNow IT Service Management
9.2
62 Ratings
11% above category average
Configuration mangement00 Ratings8.561 Ratings
Asset management dashboard00 Ratings9.060 Ratings
Policy and contract enforcement00 Ratings10.053 Ratings
Change management
Comparison of Change management features of Product A and Product B
Infor CRM
-
Ratings
ServiceNow IT Service Management
9.2
63 Ratings
8% above category average
Change requests repository00 Ratings9.063 Ratings
Change calendar00 Ratings9.057 Ratings
Service-level management00 Ratings9.559 Ratings
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Infor CRMServiceNow IT Service Management
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Score 10.0 out of 10
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Score 9.0 out of 10
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User Ratings
Infor CRMServiceNow IT Service Management
Likelihood to Recommend
9.0
(17 ratings)
9.5
(80 ratings)
Likelihood to Renew
9.0
(8 ratings)
9.0
(13 ratings)
Usability
7.8
(4 ratings)
9.0
(13 ratings)
Availability
9.0
(1 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
8.0
(1 ratings)
7.3
(22 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Infor CRMServiceNow IT Service Management
Likelihood to Recommend
Infor
If you have a mobile workforce, it likely wouldn't be as appropriate (keep in mind we're using the desktop client, and have very limited experience with the web app). It is well suited if your business needs lots of custom processes- find a good vendor. We utilize SimpleSoft out of Ohio, and they have been excellent. Key question: think about where your business is going to be in 5-10 years, and will this CRM solution be able to grow with us?
Read full review
ServiceNow
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
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Pros
Infor
  • Saleslogix functionality can be managed to a very granular level for each individual using it. Within the users profile you can restrict access to modules, remove write permission, remove export privileges, etc.
  • Saleslogix has one of the best sync engines I have ever seen. If you allow your outside sales reps to have their own database, they can modify customer record while off line and when they do have internet access they can sync changes in both directions. This functionality works great when you have inside and outside sales staff covering the same territory.
  • Saleslogix can be customized using Visual Basic Code syntax. This is a positive aspect as well as a negative. Our existing Saleslogix is so customized that if we were to upgrade to 8.0 it would cost us over $20k to redo some of the customizations. Upgrades are frequently incompatible with customizations.
Read full review
ServiceNow
  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
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Cons
Infor
  • InforCRM has made dramatic improvements in the web client though in some cases it has been painfully slow to get the most needed things updated. An example is the slow speed of the web client. The newest update is supposed to fix this.
  • The web client does not autosave, so users have to remember to hit the 'save' button at each screen. This is the biggest complaint of users going from the desktop client to the web client.
  • I personally would like to see data panes (account, contact, etc.) with the capability to set up a different view for each team and/or security level that would access the data.
Read full review
ServiceNow
  • 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!
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Likelihood to Renew
Infor
Because we've already made the investment in the original on-premise version, the cost per user is relatively low. The product has grown with us and we can now choose a LAN or Web client version and host the site internally, giving us total control of our data. The iPhone and iPad versions allow the sales team quick access in the field and the voice-to-text option is quite handy. SalesLogix doesn't require that our technology stack be constantly up to date which again, keeps our cost down. They are always making enhancements to the product and we can choose to update/upgrade when those enhancements appeal to us enough to justify adding the service pack.
Read full review
ServiceNow
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
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Usability
Infor
It can be a bit slow at times. Its that refresh don't always need to refresh slowing down the user.
Read full review
ServiceNow
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.
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Reliability and Availability
Infor
No answers on this topic
ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Read full review
Performance
Infor
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Infor
We utilize the support of a local-ish vendor. SimpleSoft is their name. they are great, and very responsive
Read full review
ServiceNow
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.
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Online Training
Infor
No answers on this topic
ServiceNow
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.
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Implementation Rating
Infor
No answers on this topic
ServiceNow
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.
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Alternatives Considered
Infor
We selected INFOR CRM over Salesforce simply because it was affordable and didn't have so many 'bells & whistles' that Salesforce has that we were not using. We didn't realize that the compatibility with upgrades were going to be such an issue.
Read full review
ServiceNow
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
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Scalability
Infor
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
Infor
  • It's a CRM, so using a CRM as opposed to not using one is typically a step in the right direction.
  • Slightly lower TCO than other CRMs.
  • Complete end-to-end workflows allow you to quantify and analyze every step in the business process, leading to improved efficiency.
Read full review
ServiceNow
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Read full review
ScreenShots

Infor CRM Screenshots

Screenshot of Infor CRM (Lead Detail)Screenshot of Infor CRM (Account Detail)Screenshot of Infor CRM (Mobile)

ServiceNow IT Service Management Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of