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Top Rated
360 Ratings
189 Ratings
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Score 7.3 out of 100

ServiceNow IT Service Management

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Top Rated
360 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Oracle CX Sales (formerly Oracle Engagement Cloud)

It is a really good solution when it comes to insights on companies where you want to place your products because it tells you all the information where you can attach the use of your solution, the only thing is that it needs more information on mid-market.
ABRAHAM PABLO | 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

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.0
ServiceNow IT Service Management
Customer data management / contact management
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.4
ServiceNow IT Service Management
Workflow management
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.1
ServiceNow IT Service Management
Territory management
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.1
ServiceNow IT Service Management
Opportunity management
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.4
ServiceNow IT Service Management
Integration with email client (e.g., Outlook or Gmail)
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.3
ServiceNow IT Service Management
Contract management
Oracle CX Sales (formerly Oracle Engagement Cloud)
7.8
ServiceNow IT Service Management
Quote & order management
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.2
ServiceNow IT Service Management
Interaction tracking
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.2
ServiceNow IT Service Management
Channel / partner relationship management
Oracle CX Sales (formerly Oracle Engagement Cloud)
6.7
ServiceNow IT Service Management

Customer Service & Support

Oracle CX Sales (formerly Oracle Engagement Cloud)
10.0
ServiceNow IT Service Management
Case management
Oracle CX Sales (formerly Oracle Engagement Cloud)
10.0
ServiceNow IT Service Management
Call center management
Oracle CX Sales (formerly Oracle Engagement Cloud)
10.0
ServiceNow IT Service Management
Help desk management
Oracle CX Sales (formerly Oracle Engagement Cloud)
10.0
ServiceNow IT Service Management

Marketing Automation

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.5
ServiceNow IT Service Management
Lead management
Oracle CX Sales (formerly Oracle Engagement Cloud)
9.0
ServiceNow IT Service Management
Email marketing
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.0
ServiceNow IT Service Management

CRM Project Management

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.7
ServiceNow IT Service Management
Task management
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.9
ServiceNow IT Service Management
Reporting
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.4
ServiceNow IT Service Management

CRM Reporting & Analytics

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.6
ServiceNow IT Service Management
Forecasting
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.4
ServiceNow IT Service Management
Pipeline visualization
Oracle CX Sales (formerly Oracle Engagement Cloud)
7.9
ServiceNow IT Service Management
Customizable reports
Oracle CX Sales (formerly Oracle Engagement Cloud)
9.5
ServiceNow IT Service Management

Customization

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.3
ServiceNow IT Service Management
Custom fields
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.8
ServiceNow IT Service Management
Custom objects
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.8
ServiceNow IT Service Management
Scripting environment
Oracle CX Sales (formerly Oracle Engagement Cloud)
7.7
ServiceNow IT Service Management
API for custom integration
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.1
ServiceNow IT Service Management

Security

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.7
ServiceNow IT Service Management
Single sign-on capability
Oracle CX Sales (formerly Oracle Engagement Cloud)
9.0
ServiceNow IT Service Management
Role-based user permissions
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.4
ServiceNow IT Service Management

Social CRM

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.0
ServiceNow IT Service Management
Social data
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.0
ServiceNow IT Service Management
Social engagement
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.0
ServiceNow IT Service Management

Integrations with 3rd-party Software

Oracle CX Sales (formerly Oracle Engagement Cloud)
9.2
ServiceNow IT Service Management
Marketing automation
Oracle CX Sales (formerly Oracle Engagement Cloud)
8.4
ServiceNow IT Service Management
Compensation management
Oracle CX Sales (formerly Oracle Engagement Cloud)
10.0
ServiceNow IT Service Management

Platform

Oracle CX Sales (formerly Oracle Engagement Cloud)
6.6
ServiceNow IT Service Management
Mobile access
Oracle CX Sales (formerly Oracle Engagement Cloud)
6.6
ServiceNow IT Service Management

Incident and problem management

Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.3
Organize and prioritize service tickets
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.8
Expert directory
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
7.9
Service restoration
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
7.9
Self-service tools
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.3
Subscription-based notifications
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.2
ITSM collaboration and documentation
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.8
ITSM reports and dashboards
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.6

ITSM asset management

Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
7.9
Configuration mangement
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.2
Asset management dashboard
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.0
Policy and contract enforcement
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
7.6

Change management

Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.6
Change requests repository
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.8
Change calendar
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.5
Service-level management
Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
8.6

Pros

Oracle CX Sales (formerly Oracle Engagement Cloud)

  • Each time we've had a hurdle, we were given internal assistance to ensure we were not left alone.
  • It is easily customizable to add and subtract anything you see fit (we've added additional filters down to the zip code, state, rep's name, etc. to filter through data most effectively.
  • There is no lag in the system. If you see it there, it is tracked in real time.
Simon Vargas | 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

Oracle CX Sales (formerly Oracle Engagement Cloud)

  • Although not necessarily designed for it, our sales team finds it difficult to use the product for tracking demo units.
  • The mobile version of the application falls very short. Our IT department fields a lot of complaints regarding its functionality.
  • Following application upgrades - which are frequent - we often have to rebuild some of the custom screens we created.
Anonymous | 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

Oracle CX Sales (formerly Oracle Engagement Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud) 7.0
Based on 26 answers
So far it is all good with BigMachines, looking for new features since Oracle acquisition has created a lot of expectations. We have outlined our limitations (out of box functionality) in our periodic customer successor advice meetings for a while, hope we get a resolution soon. Also, the BigMachines user license fee has increased a lot in the last three years.
Eugine G Amalraj | TrustRadius Reviewer

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

Oracle CX Sales (formerly Oracle Engagement Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud) 4.0
Based on 6 answers
The software UI can be as complex or as simple as you need it to be (depending on the business). It does require training others on quote configuration and the order in which to build out order positions prior to configuring a quote. Once users are trained;however, it is fairly straight-forward. The UI is still more static than other new wizard/drag-and-drop models, but it get's the job done
Stephen Crane | TrustRadius Reviewer

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

Oracle CX Sales (formerly Oracle Engagement Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud) 10.0
Based on 6 answers
Other than one day two years ago and an hour or two a few times since then due to data center outages, it has been very reliable
Anonymous | TrustRadius Reviewer

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

Oracle CX Sales (formerly Oracle Engagement Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud) 8.0
Based on 4 answers
It depends upon the day however there are so many failure points with online services, including our internet service, that this is probably closer to 9 with the latest version
Anonymous | TrustRadius Reviewer

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

Oracle CX Sales (formerly Oracle Engagement Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud) 2.2
Based on 6 answers
Some specific support personal was good and fixed some problems fast using proper solutions. But when one of them went to sleep when we had critical issues and they do unreported commits to our production environment which caused issues and they were hiding it?? you can not give more than a two (maybe even that is too much). They also failed to add a feature for us which also bring the grade down.
Anonymous | TrustRadius Reviewer

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

In-Person Training

Oracle CX Sales (formerly Oracle Engagement Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud) 8.0
Based on 2 answers
They have pretty good training. Our business analysts have been able to go to entry and advanced level training. They have a train the trainer model. Our business analyst attended training, then trained the rest of our staff.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

No score
No answers yet
No answers on this topic

Online Training

Oracle CX Sales (formerly Oracle Engagement Cloud)

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

Oracle CX Sales (formerly Oracle Engagement Cloud)

Oracle CX Sales (formerly Oracle Engagement Cloud) 2.0
Based on 12 answers
It was a much more technical implementation than we thought. It involved much more code.

Future releases have made and will make administering the tool easier.

EDL consulting had one good developer, but when he was moved off, they were horrible to work with.

The BMI sales team does a “BOA” or a “Business Operation Assessment” which is extremely valuable, not only for them to scope an implementation and get more reach within the organization, but it is also a documentation of business process that most organizations don’t have. It highlights inefficiencies and allows for correction during implementation.

Having a dedicated team (in-house) for implementation is key
Anonymous | TrustRadius Reviewer

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

Oracle CX Sales (formerly Oracle Engagement Cloud)

We debated a few different options, including a home-grown custom program, uCommerce, and just using only Oracle Commerce Cloud. Since we had already decided to use Oracle Commerce Cloud over uCommerce, the integrations available between OCC, Oracle's ERP system, and Oracle CPQ definitely seemed like the easiest option with the greatest benefits. However, the cost/benefit of Oracle CPQ was more apparent when we were ready to launch more complex configurations across all of our product groups.
Michael Weissberg | 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

Oracle CX Sales (formerly Oracle Engagement Cloud)

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

Oracle CX Sales (formerly Oracle Engagement Cloud)

  • As an account manager who does a lot of their own prospecting, DataFox has literally saved myself and my co-workers hours per week in prospecting. Manually finding companies and assembling lists can take a long time, but with DataFox what took hours before can now be accomplished in 15 minutes.
  • DataFox has allowed our team to reach more companies faster. Expanding our reach means more exposure, which means more demos and more closed deals.
Shane Finnegan | 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

Oracle CX Sales (formerly Oracle Engagement Cloud)

General

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

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

Oracle CX Sales (formerly Oracle Engagement Cloud)
7.4
ServiceNow IT Service Management
8.3

Likelihood to Renew

Oracle CX Sales (formerly Oracle Engagement Cloud)
7.0
ServiceNow IT Service Management
10.0

Usability

Oracle CX Sales (formerly Oracle Engagement Cloud)
4.0
ServiceNow IT Service Management
10.0

Reliability and Availability

Oracle CX Sales (formerly Oracle Engagement Cloud)
10.0
ServiceNow IT Service Management
10.0

Performance

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.0
ServiceNow IT Service Management
9.0

Support Rating

Oracle CX Sales (formerly Oracle Engagement Cloud)
2.2
ServiceNow IT Service Management
8.3

In-Person Training

Oracle CX Sales (formerly Oracle Engagement Cloud)
8.0
ServiceNow IT Service Management

Online Training

Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
1.0

Implementation Rating

Oracle CX Sales (formerly Oracle Engagement Cloud)
2.0
ServiceNow IT Service Management
10.0

Scalability

Oracle CX Sales (formerly Oracle Engagement Cloud)
ServiceNow IT Service Management
10.0

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