ServiceMax vs ServiceNow Customer Service Management

Likelihood to Recommend

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.

Read full review

Hans Hong

Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

View all 3 answers on this topic

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.

Read full review

Verified User

Account Manager in Sales

Computer Software Company, 10,001+ employees

View all 7 answers on this topic

Feature Rating Comparison

ServiceMax

ServiceNow Customer Service Management

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

ServiceMax

ServiceNow Customer Service Management

External knowledge base

Internal knowledge base

ServiceMax

ServiceNow Customer Service Management

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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

Read full review

Verified User

Engineer in Quality Assurance

Computer Hardware Company, 5001-10,000 employees

View all 3 answers on this topic

Best in class workflow - end to end.
Best in class user interface - across entities: clients, employees, workflow developers.
AI engine support to find the logical correlation between the events and proactive measures to address them.

Read full review

Verified User

Manager in Product Management

Oil & Energy Company, 10,001+ employees

View all 7 answers on this topic

Cons

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.

Read full review

Verified User

Manager in Product Management

Renewables & Environment Company, 201-500 employees

View all 3 answers on this topic

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.

Read full review

Verified User

Supervisor in Corporate

Banking Company, 1001-5000 employees

View all 7 answers on this topic

Usability

No score

No answers yet

No answers on this topic

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.

Read full review

Verified User

Manager in Information Technology

Information Technology & Services Company, 10,001+ employees

View all 1 answers on this topic

Support Rating

ServiceMax 8.0

Based on 2 answers

Engaged account management. Support is based worldwide but handoffs have not been too painful.

Read full review

Verified User

Engineer in Quality Assurance

Computer Hardware Company, 5001-10,000 employees

View all 2 answers on this topic

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.

Read full review

Verified User

Manager in Information Technology

Information Technology & Services Company, 10,001+ employees

View all 1 answers on this topic

Alternatives Considered

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.

Read full review

Hans Hong

Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

View all 3 answers on this topic

ServiceNow has a lot of easy options and easy tracking methods which will help [it] to stay a standout when compared to other tools. It has its own taste in it which is loved by millions.It's a top notch tool and I use it every day to maintain a track of my tickets with the users.

Read full review

Verified User

Professional in Information Technology

Information Technology & Services Company, 10,001+ employees

View all 7 answers on this topic

Return on Investment

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.

Read full review

Verified User

Manager in Product Management

Renewables & Environment Company, 201-500 employees

View all 3 answers on this topic

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

Read full review

Verified User

Account Manager in Sales

Computer Software Company, 10,001+ employees

View all 7 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

ServiceMax Editions & Modules

Edition

Subscription	$100.00¹

Per Month

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

ServiceNow Customer Service Management Editions & Modules

—

Additional Pricing Details

—

Rating Summary

ServiceMax

ServiceNow Customer Service Management

ServiceMax

ServiceNow Customer Service Management

ServiceMax

ServiceNow Customer Service Management

Likelihood to Recommend

ServiceMax

ServiceNow Customer Service Management

Feature Rating Comparison

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

External knowledge base

Internal knowledge base

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

ServiceMax

ServiceNow Customer Service Management

Cons

ServiceMax

ServiceNow Customer Service Management

Usability

ServiceMax

ServiceNow Customer Service Management

Support Rating

ServiceMax

ServiceNow Customer Service Management

Alternatives Considered

ServiceMax

ServiceNow Customer Service Management

Return on Investment

ServiceMax

ServiceNow Customer Service Management

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

ServiceMax Editions & Modules

Edition

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

ServiceNow Customer Service Management Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison