What users are saying about
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 13 reviews and ratings
50 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 50 reviews and ratings
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
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
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
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.
Technical Support Manager
Videojet TechnologiesPrinting, 1001-5000 employees
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.

Verified User
Employee in Information Technology
Internet Company, 51-200 employeesPros
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

Verified User
Engineer in Quality Assurance
Computer Hardware Company, 5001-10,000 employeesServiceNow 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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesCons
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.

Verified User
Manager in Product Management
Renewables & Environment Company, 201-500 employeesServiceNow 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

Verified User
Account Manager in Sales
Computer Software Company, 10,001+ employeesPricing 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 |
---|
- 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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesSupport Rating
ServiceMax
ServiceMax 8.0
Based on 2 answers
Engaged account management. Support is based worldwide but handoffs have not been too painful.

Verified User
Engineer in Quality Assurance
Computer Hardware Company, 5001-10,000 employeesServiceNow 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.

Verified User
Manager in Information Technology
Information Technology & Services Company, 10,001+ employeesAlternatives 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.
Technical Support Manager
Videojet TechnologiesPrinting, 1001-5000 employees
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.
Principal Solutions Architect
Tech MahindraArchitecture & Planning, 10,001+ employees
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.

Verified User
Manager in Product Management
Renewables & Environment Company, 201-500 employeesServiceNow 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.

Verified User
Supervisor in Corporate
Banking Company, 1001-5000 employees