ServiceNow IT Service Management vs. Veeva CRM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow IT Service Management
Score 8.4 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Veeva CRM
Score 7.6 out of 10
N/A
Veeva CRM is an enterprise customer relationship management application for pharmaceutical, biotech, consumer health, and animal health companies. CRM supports field sales and medical teams, including primary care, specialty care, key accounts, retail sales, and medical science liaisons.N/A
Pricing
ServiceNow IT Service ManagementVeeva CRM
Editions & Modules
Starting Price
$10,000.00
per year
No answers on this topic
Offerings
Pricing Offerings
ServiceNow IT Service ManagementVeeva CRM
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ServiceNow IT Service ManagementVeeva CRM
Considered Both Products
ServiceNow IT Service Management

No answer on this topic

Veeva CRM
Chose Veeva CRM
As Veeva CRM is built on Salesforce' platform, both solutions have rather similar look, feel and offered set of functionalities. Veeva CRM is geared up specifically for the pharmaceutical industry - to my understanding, there is an agreement between the companies, preventing Sal…
Top Pros
Top Cons
Features
ServiceNow IT Service ManagementVeeva CRM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow IT Service Management
8.2
67 Ratings
0% below category average
Veeva CRM
-
Ratings
Organize and prioritize service tickets8.866 Ratings00 Ratings
Expert directory7.650 Ratings00 Ratings
Service restoration7.655 Ratings00 Ratings
Self-service tools9.064 Ratings00 Ratings
Subscription-based notifications7.662 Ratings00 Ratings
ITSM collaboration and documentation8.359 Ratings00 Ratings
ITSM reports and dashboards8.861 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
Veeva CRM
-
Ratings
Configuration mangement8.259 Ratings00 Ratings
Asset management dashboard8.658 Ratings00 Ratings
Policy and contract enforcement8.752 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ServiceNow IT Service Management
8.0
61 Ratings
5% below category average
Veeva CRM
-
Ratings
Change requests repository7.561 Ratings00 Ratings
Change calendar7.355 Ratings00 Ratings
Service-level management9.157 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
9.1
4 Ratings
17% above category average
Customer data management / contact management00 Ratings10.04 Ratings
Workflow management00 Ratings9.04 Ratings
Territory management00 Ratings7.04 Ratings
Opportunity management00 Ratings8.03 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings10.03 Ratings
Contract management00 Ratings10.03 Ratings
Quote & order management00 Ratings9.03 Ratings
Interaction tracking00 Ratings10.04 Ratings
Channel / partner relationship management00 Ratings9.03 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
9.3
3 Ratings
21% above category average
Case management00 Ratings10.03 Ratings
Call center management00 Ratings8.01 Ratings
Help desk management00 Ratings10.02 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
8.5
3 Ratings
12% above category average
Lead management00 Ratings9.03 Ratings
Email marketing00 Ratings8.03 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
9.7
3 Ratings
25% above category average
Task management00 Ratings10.03 Ratings
Billing and invoicing management00 Ratings10.03 Ratings
Reporting00 Ratings9.03 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
8.7
4 Ratings
14% above category average
Forecasting00 Ratings8.03 Ratings
Pipeline visualization00 Ratings9.03 Ratings
Customizable reports00 Ratings9.04 Ratings
Customization
Comparison of Customization features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
8.8
4 Ratings
15% above category average
Custom fields00 Ratings8.04 Ratings
Custom objects00 Ratings7.04 Ratings
Scripting environment00 Ratings10.03 Ratings
API for custom integration00 Ratings10.04 Ratings
Security
Comparison of Security features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
9.5
4 Ratings
13% above category average
Single sign-on capability00 Ratings9.04 Ratings
Role-based user permissions00 Ratings10.04 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
8.5
1 Ratings
16% above category average
Social data00 Ratings8.01 Ratings
Social engagement00 Ratings9.01 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
9.0
2 Ratings
23% above category average
Marketing automation00 Ratings9.02 Ratings
Compensation management00 Ratings9.01 Ratings
Platform
Comparison of Platform features of Product A and Product B
ServiceNow IT Service Management
-
Ratings
Veeva CRM
10.0
4 Ratings
28% above category average
Mobile access00 Ratings10.04 Ratings
Best Alternatives
ServiceNow IT Service ManagementVeeva CRM
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.2 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Creatio
Creatio
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow IT Service ManagementVeeva CRM
Likelihood to Recommend
8.2
(78 ratings)
9.0
(4 ratings)
Likelihood to Renew
9.0
(13 ratings)
-
(0 ratings)
Usability
6.3
(11 ratings)
-
(0 ratings)
Availability
10.0
(1 ratings)
-
(0 ratings)
Performance
9.0
(1 ratings)
-
(0 ratings)
Support Rating
7.3
(22 ratings)
-
(0 ratings)
Online Training
1.0
(1 ratings)
-
(0 ratings)
Implementation Rating
10.0
(3 ratings)
-
(0 ratings)
Product Scalability
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
ServiceNow IT Service ManagementVeeva CRM
Likelihood to Recommend
ServiceNow
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Read full review
Veeva Systems
Good for larger teams with a lot of activities and therefore a good justification for the investment. Great for 'as above' + the companies looking to integrate Veeva CRM with other Veeva offerings, such as Align, Inslight, Zinc/PromoMats etc. Not so great for smaller organisations or those with more slightly more restricting budgets.
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Pros
ServiceNow
  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Read full review
Veeva Systems
  • Commercial Cloud
  • Sunrise UI
  • Multi device support from browser, iOS devices
Read full review
Cons
ServiceNow
  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Read full review
Veeva Systems
  • There is no offline version of the app so it is hard for field staffs to access where internet connectivity is not strong
  • Can be expensive specially for a smaller company as it is based on SAAS platform
Read full review
Likelihood to Renew
ServiceNow
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Read full review
Veeva Systems
No answers on this topic
Usability
ServiceNow
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Read full review
Veeva Systems
No answers on this topic
Reliability and Availability
ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Read full review
Veeva Systems
No answers on this topic
Performance
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Veeva Systems
No answers on this topic
Support Rating
ServiceNow
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Read full review
Veeva Systems
No answers on this topic
Online Training
ServiceNow
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Read full review
Veeva Systems
No answers on this topic
Implementation Rating
ServiceNow
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
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Veeva Systems
No answers on this topic
Alternatives Considered
ServiceNow
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
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Veeva Systems
Better for field based medical personnel when recording Medical calls.
Read full review
Scalability
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Veeva Systems
No answers on this topic
Return on Investment
ServiceNow
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
Read full review
Veeva Systems
  • Oftentimes it is the field sales force that heavily influence the choice of the CRM solution. It appears that many of our field sales force prefer Veeva. Happy reps = more actively used CRM = clearer understanding of the reps' activities.
  • Veeva offer 2 implementation versions - out of the box implementation (around 6-8 weeks to install) and 'all singing, all dancing' implementation (based on the length of your specific string). You can pick one and therefore influence your ROI accordingly.
  • Again, as Veeva CRM is pretty much a de facto CRM solution, this is good for scalability if/when rolling it out across multiple regions/branches
Read full review
ScreenShots