41 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100
29 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

SDL Tridion

SDL Tridion works well for organizations with a large website with a lot of content to continuously create and manage. The use of page templates and component presentations makes creating new pages fairly straightforward. It can be a little cumbersome when it comes to trying to "break from the norm" and build web pages that are outside of the template-driven format; however, there are ways around this to create pages that break away from the normal page-template format of the website. In this regard, SDL Tridion can be pretty flexible, allowing us to create a lot of custom functionality to keep up with constantly changing web trends.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

SDL Tridion
10.0
ServiceNow Customer Service Management
Role-based user permissions
SDL Tridion
10.0
ServiceNow Customer Service Management

Platform & Infrastructure

SDL Tridion
9.5
ServiceNow Customer Service Management
API
SDL Tridion
9.0
ServiceNow Customer Service Management
Internationalization / multi-language
SDL Tridion
10.0
ServiceNow Customer Service Management

Web Content Creation

SDL Tridion
7.0
ServiceNow Customer Service Management
WYSIWYG editor
SDL Tridion
8.0
ServiceNow Customer Service Management
Code quality / cleanliness
SDL Tridion
9.0
ServiceNow Customer Service Management
Admin section
SDL Tridion
8.0
ServiceNow Customer Service Management
Page templates
SDL Tridion
5.0
ServiceNow Customer Service Management
Library of website themes
SDL Tridion
5.0
ServiceNow Customer Service Management
Mobile optimization / responsive design
SDL Tridion
6.0
ServiceNow Customer Service Management
Publishing workflow
SDL Tridion
10.0
ServiceNow Customer Service Management
Form generator
SDL Tridion
5.0
ServiceNow Customer Service Management

Web Content Management

SDL Tridion
6.6
ServiceNow Customer Service Management
Content taxonomy
SDL Tridion
10.0
ServiceNow Customer Service Management
SEO support
SDL Tridion
9.0
ServiceNow Customer Service Management
Bulk management
SDL Tridion
6.0
ServiceNow Customer Service Management
Availability / breadth of extensions
SDL Tridion
5.0
ServiceNow Customer Service Management
Community / comment management
SDL Tridion
3.0
ServiceNow Customer Service Management

Incident and problem management

SDL Tridion
ServiceNow Customer Service Management
7.9
Organize and prioritize service tickets
SDL Tridion
ServiceNow Customer Service Management
8.1
Expert directory
SDL Tridion
ServiceNow Customer Service Management
7.3
Subscription-based notifications
SDL Tridion
ServiceNow Customer Service Management
7.8
ITSM collaboration and documentation
SDL Tridion
ServiceNow Customer Service Management
7.6
Ticket creation and submission
SDL Tridion
ServiceNow Customer Service Management
8.7
Ticket response
SDL Tridion
ServiceNow Customer Service Management
7.6

Self Help Community

SDL Tridion
ServiceNow Customer Service Management
8.2
External knowledge base
SDL Tridion
ServiceNow Customer Service Management
8.2
Internal knowledge base
SDL Tridion
ServiceNow Customer Service Management
8.2

Multi-Channel Help

SDL Tridion
ServiceNow Customer Service Management
8.3
Customer portal
SDL Tridion
ServiceNow Customer Service Management
8.4
IVR
SDL Tridion
ServiceNow Customer Service Management
8.7
Social integration
SDL Tridion
ServiceNow Customer Service Management
8.5
Email support
SDL Tridion
ServiceNow Customer Service Management
7.4
Help Desk CRM integration
SDL Tridion
ServiceNow Customer Service Management
8.5

Pros

SDL Tridion

  • Makes it easy to spin up a new site quickly
  • Allows for numerous users to work on the same site without conflicting with each other's changes
  • Allows you to unpublish changes or revert to old versions if you make a mistake
  • Allows you to time publishing actions (for example, you can set it to happen overnight)
Kirsten McGlone | TrustRadius Reviewer

ServiceNow Customer Service Management

  • 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.
Anonymous | TrustRadius Reviewer

Cons

SDL Tridion

  • Doesn't work well in all browsers. Tridion is a Microsoft product so they really push IE; however, now-a-days it SHOULD work in all browsers. Even though they say to use IE, Chrome actually functions the best with Tridion.
  • It uses Dreamweaver Syntax. Dreamweaver syntax is completely out-dated and SDL really needs to come up with a better way of looping through content by using it's own structure or using .NET syntax to loop through items - Dreamweaver syntax is not the way to go
  • Component Templates and Page Templates. Tridion uses Component Templates and Dreamweaver templates to display content and store the content that is to be displayed. These 2 items could easily be converted into 1 group of items, but SDL chose to keep them separate therefore increasing the complexity of Tridion
  • Steep learning curve. Tridion has a very steep learning curve and it will take some time to train people on it. We had to hire 4 Tridion experts (at probably around $1000 / day) to get everyone trained on Tridion and then build the structure for Tridion
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

SDL Tridion

SDL Tridion 6.3
Based on 15 answers
I believe SDL Tridion is the best CMS product out there currently. Every CMS has its problems and strengths but SDL Tridion overall seems like the best solution for large enterprise corporations. The fact that it can be implemented in java or .net makes it attractive to many clients
Piti Itharat | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

SDL Tridion

SDL Tridion 8.5
Based on 2 answers
The editor user interface is very user friendly and in-site editing makes simple updates fast and easy. The extensibility of Tridion is a big plus and the ability to add our own options into the default Tridion interface helps us integrate with external systems. Finally, the user permissions and security system helps us deploy it within our large organization.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Support Rating

SDL Tridion

No score
No answers yet
No answers on this topic

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

SDL Tridion

It is a nuclear missile compared to the other handguns and knives on the market today. But it also requires nuclear technicians and expertise that a handgun doesn't require. Do you need to decimate your competition and you have the investment capabilities necessary to put a nuclear missile into the sky? Then definitely do it. Especially if you need a very good multi-lingual blueprint provider like Tridion.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

Similar functions as other platforms. Web based user experience. Nothing to load or update on a system.
Anonymous | TrustRadius Reviewer

Return on Investment

SDL Tridion

  • SDL is a very complex system. Creating custom components by external vendors turned out to be expensive.
  • The learning curve is very slow, so training takes a lot of time and cost.
  • The revamped corporate site looks clean, modern, and is mobile-friendly.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
Anonymous | TrustRadius Reviewer

Pricing Details

SDL Tridion

General

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

ServiceNow Customer Service Management

General

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

Rating Summary

Likelihood to Recommend

SDL Tridion
8.0
ServiceNow Customer Service Management
7.7

Likelihood to Renew

SDL Tridion
6.3
ServiceNow Customer Service Management

Usability

SDL Tridion
8.5
ServiceNow Customer Service Management
10.0

Support Rating

SDL Tridion
ServiceNow Customer Service Management
9.0

Add comparison