Top Rated
321 Ratings
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Score 8.3 out of 100
441 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • ServiceNow IT Service Management ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.6

Salesforce Service Cloud

76%
8.1

ServiceNow IT Service Management

81%
ServiceNow IT Service Management ranks higher in 7/9 features

Organize and prioritize service tickets

8.3
83%
55 Ratings
9.0
90%
67 Ratings

Expert directory

7.0
70%
40 Ratings
7.9
79%
51 Ratings

Subscription-based notifications

7.1
71%
47 Ratings
7.4
74%
63 Ratings

ITSM collaboration and documentation

7.2
72%
42 Ratings
8.4
84%
60 Ratings

Ticket creation and submission

8.0
80%
56 Ratings
N/A
0 Ratings

Ticket response

7.9
79%
55 Ratings
N/A
0 Ratings

Service restoration

N/A
0 Ratings
7.8
78%
56 Ratings

Self-service tools

N/A
0 Ratings
7.6
76%
65 Ratings

ITSM reports and dashboards

N/A
0 Ratings
8.4
84%
62 Ratings

Self Help Community

7.0

Salesforce Service Cloud

70%

ServiceNow IT Service Management

Feature Set Not Supported
N/A
Salesforce Service Cloud ranks higher in 2/2 features

External knowledge base

6.8
68%
46 Ratings
N/A
0 Ratings

Internal knowledge base

7.2
72%
51 Ratings
N/A
0 Ratings

Multi-Channel Help

7.7

Salesforce Service Cloud

77%

ServiceNow IT Service Management

Feature Set Not Supported
N/A
Salesforce Service Cloud ranks higher in 5/5 features

Customer portal

7.3
73%
39 Ratings
N/A
0 Ratings

IVR

7.2
72%
25 Ratings
N/A
0 Ratings

Social integration

7.8
78%
34 Ratings
N/A
0 Ratings

Email support

8.0
80%
56 Ratings
N/A
0 Ratings

Help Desk CRM integration

8.1
81%
49 Ratings
N/A
0 Ratings

ITSM asset management

Salesforce Service Cloud

Feature Set Not Supported
N/A
7.8

ServiceNow IT Service Management

78%
ServiceNow IT Service Management ranks higher in 3/3 features

Configuration mangement

N/A
0 Ratings
7.7
77%
60 Ratings

Asset management dashboard

N/A
0 Ratings
8.1
81%
59 Ratings

Policy and contract enforcement

N/A
0 Ratings
7.7
77%
53 Ratings

Change management

Salesforce Service Cloud

Feature Set Not Supported
N/A
8.1

ServiceNow IT Service Management

81%
ServiceNow IT Service Management ranks higher in 3/3 features

Change requests repository

N/A
0 Ratings
8.3
83%
61 Ratings

Change calendar

N/A
0 Ratings
7.8
78%
55 Ratings

Service-level management

N/A
0 Ratings
8.2
82%
57 Ratings

Attribute Ratings

  • Salesforce Service Cloud is rated higher in 2 areas: Usability, Online Training
  • ServiceNow IT Service Management is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Performance, Support Rating

Likelihood to Recommend

8.0

Salesforce Service Cloud

80%
62 Ratings
8.7

ServiceNow IT Service Management

87%
79 Ratings

Likelihood to Renew

9.6

Salesforce Service Cloud

96%
4 Ratings
10.0

ServiceNow IT Service Management

100%
12 Ratings

Usability

8.4

Salesforce Service Cloud

84%
11 Ratings
6.4

ServiceNow IT Service Management

64%
11 Ratings

Availability

8.7

Salesforce Service Cloud

87%
7 Ratings
10.0

ServiceNow IT Service Management

100%
2 Ratings

Performance

8.6

Salesforce Service Cloud

86%
7 Ratings
9.0

ServiceNow IT Service Management

90%
2 Ratings

Support Rating

7.3

Salesforce Service Cloud

73%
29 Ratings
7.5

ServiceNow IT Service Management

75%
40 Ratings

Online Training

9.0

Salesforce Service Cloud

90%
1 Rating
1.0

ServiceNow IT Service Management

10%
1 Rating

Implementation Rating

Salesforce Service Cloud

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
6 Ratings

Product Scalability

Salesforce Service Cloud

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
1 Rating

Likelihood to Recommend

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

ServiceNow IT Service Management

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.
Anonymous | TrustRadius Reviewer

Pros

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
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

Pricing Details

Salesforce Service Cloud

General

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

Starting Price

$65 per month

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

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

Starting Price

$0 per year

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. per year
Additional Pricing Details

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Usability

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 6.4
Based on 11 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

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
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

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | 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

Salesforce Service Cloud

Salesforce Service Cloud 7.3
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 7.5
Based on 40 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

Online Training

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 1 answer
No answer on this topic is available.

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

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

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

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

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.
Jessica Rich | TrustRadius Reviewer

Scalability

Salesforce Service 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

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
  • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
  • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow IT Service Management

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