Microsoft SharePoint vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SharePoint
Score 8.0 out of 10
N/A
Microsoft's SharePoint is an Intranet solution that enables users to share and manage content, knowledge, and applications to empower teamwork, quickly find information, and collaborate across the organization.
$5
Per User Per Month
ServiceNow Customer Service Management
Score 7.6 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
Microsoft SharePointServiceNow Customer Service Management
Editions & Modules
Plan 1
$5.00
Per User Per Month
Plan 2
$10.00
Per User Per Month
Office 365 E3
$20.00
Per User Per Month
No answers on this topic
Offerings
Pricing Offerings
SharePointServiceNow Customer Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
More Pricing Information
Community Pulse
Microsoft SharePointServiceNow Customer Service Management
Top Pros
Top Cons
Features
Microsoft SharePointServiceNow Customer Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft SharePoint
-
Ratings
ServiceNow Customer Service Management
7.4
7 Ratings
Organize and prioritize service tickets00 Ratings7.77 Ratings
Expert directory00 Ratings7.56 Ratings
Subscription-based notifications00 Ratings7.66 Ratings
ITSM collaboration and documentation00 Ratings6.26 Ratings
Ticket creation and submission00 Ratings8.87 Ratings
Ticket response00 Ratings6.67 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Microsoft SharePoint
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
External knowledge base00 Ratings6.25 Ratings
Internal knowledge base00 Ratings6.46 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Microsoft SharePoint
-
Ratings
ServiceNow Customer Service Management
7.1
7 Ratings
Customer portal00 Ratings7.55 Ratings
IVR00 Ratings6.44 Ratings
Social integration00 Ratings6.15 Ratings
Email support00 Ratings7.46 Ratings
Help Desk CRM integration00 Ratings8.15 Ratings
User Ratings
Microsoft SharePointServiceNow Customer Service Management
Likelihood to Recommend
8.3
(191 ratings)
7.8
(7 ratings)
Likelihood to Renew
9.8
(21 ratings)
-
(0 ratings)
Usability
8.2
(17 ratings)
10.0
(1 ratings)
Support Rating
8.6
(17 ratings)
9.0
(1 ratings)
In-Person Training
4.5
(1 ratings)
-
(0 ratings)
Online Training
6.4
(1 ratings)
-
(0 ratings)
Implementation Rating
6.0
(8 ratings)
-
(0 ratings)
User Testimonials
Microsoft SharePointServiceNow Customer Service Management
Likelihood to Recommend
Microsoft
MS Sharepoint is specifically useful when you have to collaborate with multiple teams. All teams know what exactly is happening and if they need help they can get it without asking you to share the link every time. This really [transfers] the burden from my shoulders to the participants. As participants can access all resources on demand. For a small team[,] it might feel [like] firing a cannon to kill a mosquito. They can avoid Sharepoint and use [a] planner. If you are the one like me who was excited to see different templates, you will be sad to see there are not many and most of them [look the same].
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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
Microsoft
  • Microsoft SharePoint integrates well with Office 365. So long as the content is organized and users know what they are looking for, it can store a wealth of information.
  • It's simple for administrators to add and remove users. It is possible to restrict access to specific pages of a website to particular individuals or groups.
  • As long as the document structure is simple and keeps track of authors and last edited dates, it is simple to store documents in Microsoft's simple document structure.
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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
Microsoft
  • It does take some work to get your setup to be as graphical as modern design tends to be.
  • Overlapping calendars are great but they do take some time investment to create.
  • Depending on how many project or teams you work with it can get a little overwhelming to have so many different groupings.
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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
Microsoft
It's integral to our business. It's already included with most of the Office 365 licensing we buy, so the cost is effectively zero. It stores our files, it is the foundation for custom applications, and Microsoft only continues to enhance its functionality and its connections to other Microsoft tools. SharePoint just keeps getting better and better.
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ServiceNow
No answers on this topic
Usability
Microsoft
No usability issues reported. Individual teams also have allocated areas which replace legacy shared drives on local LANs. Access to Sharepoint resources is fully integrated with corporate Active Directory with additional two-factor authentication required for administrative users. Users have access to Microsoft Services Hub which allows you to create, manage, and track support requests while staying current on Microsoft technologies with access to select self-paced learning paths
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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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Support Rating
Microsoft
Support for SharePoint is quite good. Microsoft provides good support. Microsoft offers
  • Quick turnaround time for issues
  • A range of support services
  • Access to a network of resources
  • Escalation of issues
  • Ongoing development and commitment to produce enhancement
The majority of support is required for initial installation. Once complete and the system is operating we have had very few support issues.
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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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In-Person Training
Microsoft
The face to face training I received was on SharePoint Administration. It was rushed as there was a lot of information to cover and the application of the labs weren't that great either. I like to be able to relate what I am learning to what I am currently doing.
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ServiceNow
No answers on this topic
Online Training
Microsoft
I like to learn at my own pace and online training allows for that. Additionally, you can skip through pieces of content that you already know or are already comfortable with. Microsoft actually offers great videos on their website for basic fundamental SharePoint Training. I have used these training videos in some of my own training sessions with end users.
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ServiceNow
No answers on this topic
Implementation Rating
Microsoft
Planning to the last detail would be advised. SharePoint is a very large application that takes a lot of finesse to get operational
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ServiceNow
No answers on this topic
Alternatives Considered
Microsoft
The reasons for selecting MS SharePoint are: SharePoint provides ease of use and web design assistance and support SharePoint helps you schedule your content for publishing. enables users to share documents with external parties and offers a better internal structure of the content and better indexing and searching capabilities.
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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
Microsoft
  • Increased collaboration - MS Sharepoint has increased knowledge share and collaboration between departments. This saves time and energy because of its efficient and effective communication
  • Increased document security - MS Sharepoint has increased our document security so we're safer knowing that our documents are security and access controlled appropriately. We are less prone to get in trouble by our customers due to the security provided by MS Sharepoint
  • Negative Impact Compared to other software - Not sure if the MS Sharepoint's main functionalities could've been met with other tools we currently have
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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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