Microsoft Dynamics 365 vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Microsoft Dynamics 365
Score 7.8 out of 10
N/A
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
$44
per month
ServiceNow IT Service Management
Score 8.5 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. 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, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
Microsoft Dynamics 365ServiceNow IT Service Management
Editions & Modules
No answers on this topic
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
Microsoft Dynamics 365ServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Microsoft Dynamics 365ServiceNow IT Service Management
Considered Both Products
Microsoft Dynamics 365
Chose Microsoft Dynamics 365
It is average. I feel some free CRMs might be better for some organizations depending on their needs. MS Dynamics has potential, but there is kind of a 'white elephant' feel to it.
ServiceNow IT Service Management

No answer on this topic

Top Pros
Top Cons
Features
Microsoft Dynamics 365ServiceNow IT Service Management
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Microsoft Dynamics 365
8.0
69 Ratings
4% above category average
ServiceNow IT Service Management
-
Ratings
Customer data management / contact management8.668 Ratings00 Ratings
Workflow management7.266 Ratings00 Ratings
Territory management8.250 Ratings00 Ratings
Opportunity management8.462 Ratings00 Ratings
Integration with email client (e.g., Outlook or Gmail)7.865 Ratings00 Ratings
Contract management8.451 Ratings00 Ratings
Quote & order management8.447 Ratings00 Ratings
Interaction tracking7.259 Ratings00 Ratings
Channel / partner relationship management7.750 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Microsoft Dynamics 365
6.9
54 Ratings
8% below category average
ServiceNow IT Service Management
-
Ratings
Case management7.850 Ratings00 Ratings
Call center management8.144 Ratings00 Ratings
Help desk management4.948 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Microsoft Dynamics 365
7.9
66 Ratings
5% above category average
ServiceNow IT Service Management
-
Ratings
Lead management8.560 Ratings00 Ratings
Email marketing7.261 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Microsoft Dynamics 365
7.9
63 Ratings
4% above category average
ServiceNow IT Service Management
-
Ratings
Task management7.458 Ratings00 Ratings
Billing and invoicing management7.743 Ratings00 Ratings
Reporting8.452 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Microsoft Dynamics 365
8.9
64 Ratings
16% above category average
ServiceNow IT Service Management
-
Ratings
Forecasting9.154 Ratings00 Ratings
Pipeline visualization9.160 Ratings00 Ratings
Customizable reports8.463 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
Microsoft Dynamics 365
7.9
66 Ratings
4% above category average
ServiceNow IT Service Management
-
Ratings
Custom fields8.465 Ratings00 Ratings
Custom objects7.960 Ratings00 Ratings
Scripting environment8.447 Ratings00 Ratings
API for custom integration6.951 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Microsoft Dynamics 365
8.0
61 Ratings
4% below category average
ServiceNow IT Service Management
-
Ratings
Single sign-on capability8.455 Ratings00 Ratings
Role-based user permissions7.756 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Microsoft Dynamics 365
8.0
36 Ratings
10% above category average
ServiceNow IT Service Management
-
Ratings
Social data8.435 Ratings00 Ratings
Social engagement7.736 Ratings00 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Microsoft Dynamics 365
7.7
55 Ratings
7% above category average
ServiceNow IT Service Management
-
Ratings
Marketing automation7.755 Ratings00 Ratings
Compensation management7.728 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
Microsoft Dynamics 365
8.4
47 Ratings
12% above category average
ServiceNow IT Service Management
-
Ratings
Mobile access8.447 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft Dynamics 365
-
Ratings
ServiceNow IT Service Management
8.3
67 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.966 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.755 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.459 Ratings
ITSM reports and dashboards00 Ratings8.961 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Microsoft Dynamics 365
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
Microsoft Dynamics 365
-
Ratings
ServiceNow IT Service Management
8.1
61 Ratings
4% below category average
Change requests repository00 Ratings7.761 Ratings
Change calendar00 Ratings7.555 Ratings
Service-level management00 Ratings9.157 Ratings
Best Alternatives
Microsoft Dynamics 365ServiceNow IT Service Management
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Score 9.8 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Creatio
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Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
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Score 9.1 out of 10
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User Ratings
Microsoft Dynamics 365ServiceNow IT Service Management
Likelihood to Recommend
7.7
(88 ratings)
8.3
(78 ratings)
Likelihood to Renew
8.0
(20 ratings)
9.0
(13 ratings)
Usability
8.0
(18 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
7.9
(11 ratings)
7.3
(22 ratings)
Online Training
7.5
(2 ratings)
1.0
(1 ratings)
Implementation Rating
9.2
(4 ratings)
10.0
(3 ratings)
Contract Terms and Pricing Model
3.9
(3 ratings)
-
(0 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
Professional Services
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Microsoft Dynamics 365ServiceNow IT Service Management
Likelihood to Recommend
Microsoft
All told, if it hadn't been for the fact that we were testing it with both employees who knew CRM lingo and those who were new, we wouldn't have found such an issue. The program itself can be very useful for people who already manage CRMs, who know how to use them, who know how to run and manage employees on them, namely because of the "one-stop-shop" concept in data visibility. When it came down to it though, if you have high-turnover, then this product will devolve into only being used for it's base components. Down the middle, we found that the people who'd been in marketing for 4-5 years fell into the product easily because of the way it was written. Everyone before that, with novice experience, thought it was written like a textbook for a graduate class - little to no leeway if you don't happen to know one specific term
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.
Read full review
Pros
Microsoft
  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
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.
Read full review
Cons
Microsoft
  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
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!
Read full review
Likelihood to Renew
Microsoft
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place. We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade. We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
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
Microsoft
My review can help others to choose the correct CRM like Microsoft Dynamics 365 CRM. I see lots of great things in Microsoft Dynamics 365 that make your business easy and smooth also MS allows users to customize the software according to their needs. So Thought I should share my experience with others.
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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
Microsoft
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
Microsoft
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Microsoft
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
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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
Microsoft
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
Microsoft
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
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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
Microsoft
Salesforce has more desirable functions than Microsoft Dynamics 365, at a competitive price. Its user interface is far more superior, it has more customization, easier customization, and out of the box it is more pleasing to the eye and to the end user. If the client doesn't have a deep-rooted connection with Microsoft I wouldn't leap to Dynamics 365.
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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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Contract Terms and Pricing Model
Microsoft
On our purchase, I'd been interrogated about our usage. Our needs are met by Microsoft Dynamics 365, which is simple to use. With so much data and information available, we must ensure that it is presented correctly to managers. Due to a lack of use, we don't have to spend as much money on Salesforce.
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ServiceNow
No answers on this topic
Scalability
Microsoft
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Professional Services
Microsoft
My company's preferred program right now is Microsoft Dynamics 365. We use it to keep track of customers and important sales metrics in a streamlined manner. Anyone familiar with CRMs will find the tool extremely useful. Considering that we have a good turnover, this product will be used for its basic segments. As a result, there are few chances of error with Microsoft dynamics because it is so easy to use. Many options for recording data on these leads are available. It meets our needs and pays off.
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ServiceNow
No answers on this topic
Return on Investment
Microsoft
  • It is hard to say, the reason why we are using Microsoft Dynamics CRM is because it is provided to us for free.
  • It could be worthwhile to investigate whether an alternative CRM (even though paid) can be used to boost the ROI
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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.
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