50 Ratings
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Score 7.7 out of 100
12 Ratings
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Score 9 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    ServiceNow Customer Service Management

    78%

    Higher Logic Vanilla

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Expert directory

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.8
    78%
    8 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.2
    72%
    8 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.8
    88%
    9 Ratings
    N/A
    0 Ratings

    Ticket response

    7.4
    74%
    9 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.5

    ServiceNow Customer Service Management

    75%

    Higher Logic Vanilla

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    7.6
    76%
    6 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.4
    74%
    8 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.1

    ServiceNow Customer Service Management

    71%

    Higher Logic Vanilla

    Feature Set Not Supported
    N/A
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    8.1
    81%
    7 Ratings
    N/A
    0 Ratings

    IVR

    5.8
    58%
    5 Ratings
    N/A
    0 Ratings

    Social integration

    5.6
    56%
    6 Ratings
    N/A
    0 Ratings

    Email support

    7.6
    76%
    8 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.4
    84%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • ServiceNow Customer Service Management is rated higher in 1 area: Usability
    • Higher Logic Vanilla is rated higher in 1 area: Likelihood to Recommend
    • ServiceNow Customer Service Management and Higher Logic Vanilla are tied in 1 area: Support Rating

    Likelihood to Recommend

    7.8

    ServiceNow Customer Service Management

    78%
    9 Ratings
    9.0

    Higher Logic Vanilla

    90%
    10 Ratings

    Likelihood to Renew

    ServiceNow Customer Service Management

    N/A
    0 Ratings
    10.0

    Higher Logic Vanilla

    100%
    1 Rating

    Usability

    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating
    9.0

    Higher Logic Vanilla

    90%
    1 Rating

    Support Rating

    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating
    9.0

    Higher Logic Vanilla

    90%
    1 Rating

    Likelihood to Recommend

    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

    Higher Logic Vanilla

    For companies that want to customize almost anything and make the forum look like your site, Vanilla Forums is the one for you. Customization and automation of the data via the API with other systems is more than possible and they serve to be great as a hosting provider, dealing with all the upgrades, deployments and maintenance and threat management well.I would say they might be less turn key for a small application but the fact they have an open source community, the ability to find help and information can lower the barrier of entry for most.
    Lou Gallo | TrustRadius Reviewer

    Pros

    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

    Higher Logic Vanilla

    • Gamification: The ability to incentivise community members to get involved with ranks and badges is one of the main reasons that we purchased the tool.
    • Support: The Vanilla support team are incredible, often responding to issues very late at night and proactively fixing issues as soon as they occur.
    • Customisation: Vanilla can be completely styled with css allowing us to match it to the branding of the rest of our website.
    Anonymous | TrustRadius Reviewer

    Cons

    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

    Higher Logic Vanilla

    • There are some features I wish Vanilla would implement that could improve ease of use in our specific community, but some of the ideas we have are not necessarily something that would benefit all of the forums that Vanilla works with.
    • In the past, we've had issues with releases breaking some of our specific site features they built for us, but this has improved drastically recently.
    Anonymous | TrustRadius Reviewer

    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

    Higher Logic Vanilla

    General

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

    Starting Price

    $0

    Higher Logic Vanilla Editions & Modules

    Edition
    EssentialContact sales team
    CorporateContact sales team
    EnterpriseContact sales team
    Enterprise PlusContact sales team
    1. none
    Additional Pricing Details

    Usability

    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

    Higher Logic Vanilla

    Higher Logic Vanilla 9.0
    Based on 1 answer
    It is very intuitive and simple to operate. Our customers immediately came up with the curve and began contributing content.
    Anonymous | TrustRadius Reviewer

    Support Rating

    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

    Higher Logic Vanilla

    Higher Logic Vanilla 9.0
    Based on 1 answer
    They did an amazing job transferring our content from GetSatisfaction. We had almost 100% success in the transfer of 8 years worth of content.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    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

    Higher Logic Vanilla

    From a footprint standpoint, Vanilla has less technical bloat than vbulletin or InVision, and it outdoes Lithium as far as features and service go. The bloat of other services and ability to use new ways of engaging communities such as through Reactions are part of the reason Vanilla was selected.However, the features are better on a couple more seasoned platforms and more equipped to deal with issues and technical problems.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    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

    Higher Logic Vanilla

    • Increased uptime and overall speed in the forum (compared to our previous phpbb solution)
    • Increased usage by users which resulted in a higher pages/session in a short amount of time
    James Sweeney | TrustRadius Reviewer

    Screenshots

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