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Top Rated
42 Ratings

SAP Customer Data Solutions

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Top Rated
42 Ratings
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Score 8.3 out of 100
458 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    SAP Customer Data Solutions

    Feature Set Not Supported
    N/A
    8.4

    ServiceNow IT Service Management

    84%
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.3
    93%
    67 Ratings

    Expert directory

    N/A
    0 Ratings
    8.0
    80%
    51 Ratings

    Service restoration

    N/A
    0 Ratings
    8.0
    80%
    56 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.1
    81%
    65 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.5
    75%
    63 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.7
    87%
    60 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.8
    88%
    62 Ratings

    ITSM asset management

    SAP Customer Data Solutions

    Feature Set Not Supported
    N/A
    8.3

    ServiceNow IT Service Management

    83%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.1
    81%
    60 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.4
    84%
    59 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.2
    82%
    53 Ratings

    Change management

    SAP Customer Data Solutions

    Feature Set Not Supported
    N/A
    8.4

    ServiceNow IT Service Management

    84%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.6
    86%
    62 Ratings

    Change calendar

    N/A
    0 Ratings
    8.1
    81%
    56 Ratings

    Service-level management

    N/A
    0 Ratings
    8.7
    87%
    58 Ratings

    Attribute Ratings

    • SAP Customer Data Solutions is rated higher in 3 areas: Usability, Support Rating, Online Training
    • ServiceNow IT Service Management is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Performance, Implementation Rating

    Likelihood to Recommend

    8.4

    SAP Customer Data Solutions

    84%
    28 Ratings
    9.0

    ServiceNow IT Service Management

    90%
    79 Ratings

    Likelihood to Renew

    8.4

    SAP Customer Data Solutions

    84%
    7 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings

    Usability

    8.2

    SAP Customer Data Solutions

    82%
    6 Ratings
    6.4

    ServiceNow IT Service Management

    64%
    11 Ratings

    Availability

    9.0

    SAP Customer Data Solutions

    90%
    31 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Performance

    8.4

    SAP Customer Data Solutions

    84%
    12 Ratings
    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Support Rating

    8.6

    SAP Customer Data Solutions

    86%
    14 Ratings
    7.4

    ServiceNow IT Service Management

    74%
    40 Ratings

    In-Person Training

    7.3

    SAP Customer Data Solutions

    73%
    1 Rating

    ServiceNow IT Service Management

    N/A
    0 Ratings

    Online Training

    7.3

    SAP Customer Data Solutions

    73%
    6 Ratings
    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Implementation Rating

    7.5

    SAP Customer Data Solutions

    75%
    12 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Product Scalability

    SAP Customer Data Solutions

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Likelihood to Recommend

    SAP

    SAP Customer Data Solutions can be used in scenarios with thousands of users having access to different devices types and using different social providers to log in the users. This solution is not well suited to small sites with basic integrations.
    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

    SAP

    • Profile orchestration capability has enhanced customer engagement by allowing customers to collaborate with the team and other clients in a single location.
    • SAP Customer Data Solutions unifies holistic client profiles whether known, unknown, online, or offline to one solution.
    • Insight activation is another great aspect of SAP Customer Data Solutions, which enhances in-the-moment decision-making in real-time.
    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

    SAP

    • Nothing obvious. Some editors and traffickers want a more detailed analytics package. Gigya reports are pretty basic. There is a strong need for more advanced analytics and automated reports.
    • We have talked to Gigya about it, and they are working on it.
    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

    Pricing Details

    SAP Customer Data Solutions

    Starting Price

    Editions & Modules

    SAP Customer Data Solutions editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      ServiceNow IT Service Management

      Starting Price

      $0 per year

      Editions & Modules

      ServiceNow IT Service Management editions and modules pricing
      EditionModules
      Starting Price$10,000.001

      Footnotes

      1. per year

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      SAP

      It's worth it to us to have Gigya support these lower tier platforms. I might conceivably switch to another product that could do this as well and would consider supporting Facebook and Twitter directly in-house.
      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.
      Read full review

      Usability

      SAP

      We mostly work with the API which is of very good quality and is well documented.However, some of our success is also due to having very talented developers on staff, and also understanding advanced gamification design. The tool supports a talented team! It won't actually do everything for you automatically.
      Read full review

      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.
      Read full review

      Reliability and Availability

      SAP

      Like I have mentioned, I have never discovered any drawback on SAP Customer Data Solutions. It’s readily available 24/7/12/365 with no downtime. I am sure if there would some time in the future, the vendor support team will rapidly solve the issue.
      Read full review

      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

      SAP

      There are some latency issues. The 24 hour caching problem mentioned earlier is a problem. Sometimes the Gigya system makes two calls instead of a single call if we go directly to the social platform. For this reason, it's sometimes more efficient to go direct rather than use Gigya.
      Read full review

      ServiceNow

      For a massive system, page loads are reasonably quick, including searches.
      Read full review

      Support Rating

      SAP

      We have had multiple instances of help from Gigya to get our custom implementation working, including detailed technical assistance to a third party. We have found Gigya to be thorough and timely in their responses to all queries, which are consistently excellent.
      Read full review

      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.
      Read full review

      Online Training

      SAP

      They trained me in a train the trainer model. I then trained the internal team. Total training was about two hours, with an additional two hours for system setup.
      Training was maybe a little thin, but the system was fairly easy to learn and this wasn't really a problem.
      Read full review

      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.
      Read full review

      Implementation Rating

      SAP

      There was a bit of a learning curve in the beginning, and perhaps we were unclear on some of our requirements. Once they figured out what we wanted though, things went pretty smoothly. Just some minor hiccups in the beginning
      Read full review

      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.
      Read full review

      Alternatives Considered

      SAP

      SALESmanago CDP & Marketing Automation doesn't cover all WYSIWYG email editor tools, which makes it less effective to send high volume outbound emails, unlike SAP Customer Data Solutions which has all the mentioned tools making it independent.
      Read full review

      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.
      Read full review

      Scalability

      SAP

      No answers on this topic

      ServiceNow

      ServiceNow works as an enterprise solution.
      Read full review

      Return on Investment

      SAP

      • It is mainly the user experience at the authentication platform that we provide for our customers.
      • We observed the seamless login to our mobile application with the social application login. This provides a shorter login time over at the payment counter.
      Read full review

      ServiceNow

      • 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
      Read full review

      Screenshots

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