13 Ratings
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Score 8.1 out of 100
50 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Incident and problem management

    ServiceMax

    Feature Set Not Supported
    N/A
    7.8

    ServiceNow Customer Service Management

    78%
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Expert directory

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.8
    78%
    8 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.1
    71%
    8 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    7.4
    74%
    9 Ratings

    Self Help Community

    ServiceMax

    Feature Set Not Supported
    N/A
    7.5

    ServiceNow Customer Service Management

    75%
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.6
    76%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.4
    74%
    8 Ratings

    Multi-Channel Help

    ServiceMax

    Feature Set Not Supported
    N/A
    7.1

    ServiceNow Customer Service Management

    71%
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.1
    81%
    7 Ratings

    IVR

    N/A
    0 Ratings
    5.8
    58%
    5 Ratings

    Social integration

    N/A
    0 Ratings
    5.6
    56%
    6 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    8 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Attribute Ratings

    • ServiceNow Customer Service Management is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.0

    ServiceMax

    60%
    3 Ratings
    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings

    Usability

    ServiceMax

    N/A
    0 Ratings
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Support Rating

    8.0

    ServiceMax

    80%
    2 Ratings
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    Likelihood to Recommend

    ServiceMax

    Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.
    Hans Hong | TrustRadius Reviewer

    ServiceNow Customer Service Management

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    ServiceMax

    • As it's built on Salesforce, the reporting tools are fairly robust
    • The service flow managers can be setup to easily lead technicians to entering data in the right place
    Anonymous | 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

    ServiceMax

    • Dispatch console seems slow and the data is more of a pull than a push into the database.
    • It seems to be a Ferrari and takes a lot of labor hours to configure.
    • Still does not integrate with Apple's products very well.
    Anonymous | TrustRadius Reviewer

    ServiceNow Customer Service Management

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes
    Anonymous | TrustRadius Reviewer

    Pricing Details

    ServiceMax

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Required

    Starting Price

    $100 per month

    ServiceMax Editions & Modules

    Edition
    Subscription$100.001
    1. per month
    Additional Pricing Details

    ServiceNow Customer Service Management

    General

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

    Starting Price

    ServiceNow Customer Service Management Editions & Modules

    Additional Pricing Details

    Usability

    ServiceMax

    No score
    No answers yet
    No answers on this topic

    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

    ServiceMax

    ServiceMax 8.0
    Based on 2 answers
    Engaged account management. Support is based worldwide but handoffs have not been too painful.
    Anonymous | TrustRadius Reviewer

    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

    ServiceMax

    ServiceMax has an offline capability, and also integrates with our Salesforce side of business. At the time, Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with Salesforce, had mobile offline capability, and could operate at the scale we needed.
    Hans Hong | TrustRadius Reviewer

    ServiceNow Customer Service Management

    ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
    Veeral Oza | TrustRadius Reviewer

    Return on Investment

    ServiceMax

    • ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers.
    • Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration.
    • Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity.
    Anonymous | TrustRadius Reviewer

    ServiceNow Customer Service Management

    • 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.
    Anonymous | TrustRadius Reviewer

    Screenshots

    ServiceNow Customer Service Management

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