Magnolia vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Magnolia
Score 8.3 out of 10
Mid-Size Companies (51-1,000 employees)
Founded in 1997 with a vision to create the first truly open content management system, Magnolia is presented as a fast way to launch digital experiences. With a mission to help clients move fast and stay flexible and boasting users among brands like Atlassian and The New York Times, Magnolia DXP supports industries ranging from automotive to telecommunications, offering enterprise features and headless agility to help them stay ahead. From humble beginnings in Basel, Magnolia's…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
MagnoliaServiceNow Customer Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
MagnoliaServiceNow Customer Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
MagnoliaServiceNow Customer Service Management
Top Pros
Top Cons
Features
MagnoliaServiceNow Customer Service Management
Security
Comparison of Security features of Product A and Product B
Magnolia
8.1
66 Ratings
1% above category average
ServiceNow Customer Service Management
-
Ratings
Role-based user permissions8.166 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Magnolia
8.0
64 Ratings
4% above category average
ServiceNow Customer Service Management
-
Ratings
API8.457 Ratings00 Ratings
Internationalization / multi-language7.657 Ratings00 Ratings
Web Content Creation
Comparison of Web Content Creation features of Product A and Product B
Magnolia
8.0
70 Ratings
5% above category average
ServiceNow Customer Service Management
-
Ratings
WYSIWYG editor8.561 Ratings00 Ratings
Code quality / cleanliness8.461 Ratings00 Ratings
Admin section7.966 Ratings00 Ratings
Page templates8.968 Ratings00 Ratings
Library of website themes7.01 Ratings00 Ratings
Mobile optimization / responsive design8.559 Ratings00 Ratings
Publishing workflow7.569 Ratings00 Ratings
Form generator7.156 Ratings00 Ratings
Web Content Management
Comparison of Web Content Management features of Product A and Product B
Magnolia
7.5
65 Ratings
2% above category average
ServiceNow Customer Service Management
-
Ratings
Content taxonomy7.660 Ratings00 Ratings
SEO support7.159 Ratings00 Ratings
Bulk management7.954 Ratings00 Ratings
Availability / breadth of extensions8.058 Ratings00 Ratings
Community / comment management7.248 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Magnolia
-
Ratings
ServiceNow Customer Service Management
7.0
6 Ratings
14% 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 Ratings4.55 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
Magnolia
-
Ratings
ServiceNow Customer Service Management
4.8
5 Ratings
49% 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
Magnolia
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
23% 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
MagnoliaServiceNow Customer Service Management
Small Businesses
Divi
Divi
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Image Relay
Image Relay
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Tridion
Tridion
Score 9.0 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
MagnoliaServiceNow Customer Service Management
Likelihood to Recommend
8.1
(74 ratings)
7.4
(6 ratings)
Likelihood to Renew
8.2
(9 ratings)
-
(0 ratings)
Usability
8.0
(69 ratings)
10.0
(1 ratings)
Performance
8.5
(68 ratings)
-
(0 ratings)
Support Rating
9.1
(3 ratings)
9.0
(1 ratings)
Online Training
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
MagnoliaServiceNow Customer Service Management
Likelihood to Recommend
Magnolia
Magnolia is very well suited to scenarios where there are multiple end points for content eg. apps, remote devices, websites etc. and with multiple users. Magnolia is very good at working with different "shapes" of content so it's not necessarily all about HTML content for the web which tends to be the default for a number of other products of this nature. This means that it's more logical for people to work with structured data and easier for the applications to sort and manage that content when they receive it.
This works really well when you have multiple team members (often in multiple locations). We've had clients who've had people in twelve European locations with sixteen languages and they can share skills and resources between them but still manage their own content.
Magnolia is less appropriate for SMEs who have fewer digital assets and content. It's not to say that it can't be done but it's more that the budget would not necessarily fit.
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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.
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Pros
Magnolia
  • Use of YAML to define content models with code.
  • Versatility of defining actions for custom handlers.
  • Reloading classes when code is modified in a local dev environment is nice. While it doesn't seem to work when changes extend beyond the method body (i.e., adding methods), it remediates the pain of long startup times.
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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.
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Cons
Magnolia
  • As a developer the learning curve is long, you can start developing relatively quickly but getting to know the platform in depth takes time.
  • Having a history of modifications not only at the page level but also at the Content Apps level would be very useful.
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ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
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Likelihood to Renew
Magnolia
We have invested a lot of time and energy into tailoring a solution that works for the company.
We think the new features in v6.2 will help us get to the next level
We also don't have the resources to rebuild a website platform from scratch even if we wanted to
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ServiceNow
No answers on this topic
Usability
Magnolia
There are a ton of small things that could make this CMS great Off the top of my head... 1) Better navigation between a component and its corresponding node in the jcr ( devs often have to flip between a page and a spot in the jcr even though there could be a button to take you from a page/component in the pages app to its location in the JCR) 2) Why does a content editor need to open the page to edit the page properties? They could just as easily edit the dialog from the tree view if they have many pages to touch, and it would save them time by not having to render the page.
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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.
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Performance
Magnolia
I gave [it] 7/10 only because of the loading time of pages. Otherwise, I think it deserves an 8. Normally this is not an issue per [se] but considering the rating matrix and as I have been asked to honestly write about it. Yes, the page loading times could be improved.
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ServiceNow
No answers on this topic
Support Rating
Magnolia
You always get an answer based on your SLA. But you always get a solution. That's the successfactor in this case. To often i was frustrated about people in a company without even a clue what there product is about or how to solve a problem. Magnolia's Support Team does a very good job and try to help you in most of the cases
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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.
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Alternatives Considered
Magnolia
Prior to using Magnolia as an enterprise CMS solution, different teams leveraged different website platforms including WordPress, Weebly, and others. While these other platforms may be slightly more user friendly to the content editor, they don't offer nearly the same amount of customization and digital best practices out of the box that are customizable by web development teams like Magnolia does. The other solutions may work better for a quicker/simpler web implementation without technical resources but don't have the depth and breadth of capability and functionality that Magnolia has and fall flat.
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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.
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Return on Investment
Magnolia
  • Magnolia has brought about positive impacts. For instance, we need not outsource web design and marketing services because thanks to this software, we can handle most work inhouse
  • The software is affordable with no compromises on capabilities and therefore it is gives us value for money.
  • The templates makes the whole process easy
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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.
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ScreenShots

Magnolia Screenshots

Screenshot of the customer experience: Brings together content and audiovisual digital assets to form more compelling digital experiences.Screenshot of the Magnolia App Launcher, used to switch between workspaces and manage pagesScreenshot of Magnolia's native analytics integration framework, used to take advantage of data directly in the authoring UI, coupled to content.Screenshot of global search that brings relevant content, no matter where it resides.Screenshot of customizing the ecommerce experience.