What users are saying about
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398 Ratings
14 Ratings

ServiceNow IT Service Management

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398 Ratings
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Score 8.3 out of 100
14 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

ServiceNow IT Service Management

I think [ServiceNow IT Service Management is] best suited for very straight-forward customer support type ticketing. If the problem can't be solved by the customer support team, then the ticket likely is a larger issue (ie: a bug) and then likely a Jira ticket would need to be created for more robust documentation.
Jessica Rich | TrustRadius Reviewer

Veeva CRM

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ServiceNow IT Service Management
8.0
Veeva CRM
Organize and prioritize service tickets
ServiceNow IT Service Management
8.6
Veeva CRM
Expert directory
ServiceNow IT Service Management
7.8
Veeva CRM
Service restoration
ServiceNow IT Service Management
7.5
Veeva CRM
Self-service tools
ServiceNow IT Service Management
7.5
Veeva CRM
Subscription-based notifications
ServiceNow IT Service Management
8.1
Veeva CRM
ITSM collaboration and documentation
ServiceNow IT Service Management
8.3
Veeva CRM
ITSM reports and dashboards
ServiceNow IT Service Management
8.2
Veeva CRM

ITSM asset management

ServiceNow IT Service Management
7.7
Veeva CRM
Configuration mangement
ServiceNow IT Service Management
7.9
Veeva CRM
Asset management dashboard
ServiceNow IT Service Management
7.7
Veeva CRM
Policy and contract enforcement
ServiceNow IT Service Management
7.4
Veeva CRM

Change management

ServiceNow IT Service Management
8.2
Veeva CRM
Change requests repository
ServiceNow IT Service Management
8.3
Veeva CRM
Change calendar
ServiceNow IT Service Management
8.0
Veeva CRM
Service-level management
ServiceNow IT Service Management
8.2
Veeva CRM

Sales Force Automation

ServiceNow IT Service Management
Veeva CRM
7.6
Customer data management / contact management
ServiceNow IT Service Management
Veeva CRM
8.0
Workflow management
ServiceNow IT Service Management
Veeva CRM
8.1
Territory management
ServiceNow IT Service Management
Veeva CRM
7.1
Opportunity management
ServiceNow IT Service Management
Veeva CRM
8.0
Integration with email client (e.g., Outlook or Gmail)
ServiceNow IT Service Management
Veeva CRM
7.6
Contract management
ServiceNow IT Service Management
Veeva CRM
7.1
Quote & order management
ServiceNow IT Service Management
Veeva CRM
6.1
Interaction tracking
ServiceNow IT Service Management
Veeva CRM
8.3
Channel / partner relationship management
ServiceNow IT Service Management
Veeva CRM
8.0

Customer Service & Support

ServiceNow IT Service Management
Veeva CRM
8.0
Case management
ServiceNow IT Service Management
Veeva CRM
8.0
Call center management
ServiceNow IT Service Management
Veeva CRM
8.0
Help desk management
ServiceNow IT Service Management
Veeva CRM
8.0

Marketing Automation

ServiceNow IT Service Management
Veeva CRM
7.1
Lead management
ServiceNow IT Service Management
Veeva CRM
7.0
Email marketing
ServiceNow IT Service Management
Veeva CRM
7.1

CRM Project Management

ServiceNow IT Service Management
Veeva CRM
7.5
Task management
ServiceNow IT Service Management
Veeva CRM
8.0
Billing and invoicing management
ServiceNow IT Service Management
Veeva CRM
7.6
Reporting
ServiceNow IT Service Management
Veeva CRM
6.9

CRM Reporting & Analytics

ServiceNow IT Service Management
Veeva CRM
6.4
Forecasting
ServiceNow IT Service Management
Veeva CRM
6.1
Pipeline visualization
ServiceNow IT Service Management
Veeva CRM
7.7
Customizable reports
ServiceNow IT Service Management
Veeva CRM
5.5

Customization

ServiceNow IT Service Management
Veeva CRM
7.4
Custom fields
ServiceNow IT Service Management
Veeva CRM
7.2
Custom objects
ServiceNow IT Service Management
Veeva CRM
7.2
Scripting environment
ServiceNow IT Service Management
Veeva CRM
7.3
API for custom integration
ServiceNow IT Service Management
Veeva CRM
7.9

Security

ServiceNow IT Service Management
Veeva CRM
9.0
Single sign-on capability
ServiceNow IT Service Management
Veeva CRM
9.0
Role-based user permissions
ServiceNow IT Service Management
Veeva CRM
9.0

Social CRM

ServiceNow IT Service Management
Veeva CRM
8.5
Social data
ServiceNow IT Service Management
Veeva CRM
8.0
Social engagement
ServiceNow IT Service Management
Veeva CRM
9.0

Integrations with 3rd-party Software

ServiceNow IT Service Management
Veeva CRM
9.0
Marketing automation
ServiceNow IT Service Management
Veeva CRM
9.0

Platform

ServiceNow IT Service Management
Veeva CRM
9.2
Mobile access
ServiceNow IT Service Management
Veeva CRM
9.2

Pros

ServiceNow IT Service Management

  • 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.
Dr Gardiner Jones | TrustRadius Reviewer

Veeva CRM

  • Easily accessible with any devices such as ipads, iphones and desktop
  • Data mining - system provides insightful information to users which are targeted for each customer
  • Increases productivity of field staffs
Anonymous | TrustRadius Reviewer

Cons

ServiceNow IT Service Management

  • 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!
Anonymous | TrustRadius Reviewer

Veeva CRM

  • Configuration flexibility specific to Medical continues to be a challenge to differentiate from Commercial
  • Standardization of permissions and customization across teams
  • Pricing
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Usability

ServiceNow IT Service Management

ServiceNow IT Service Management 6.5
Based on 11 answers
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.
Max Lewenhaupt | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Reliability and Availability

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Performance

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Support Rating

ServiceNow IT Service Management

ServiceNow IT Service Management 8.1
Based on 40 answers
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.
Anonymous | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Online Training

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Implementation Rating

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
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.
Randall Hodgins | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Alternatives Considered

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

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 Salesforce.com from stepping into the pharma market. So if you are familiar with the Salesforce.com experience - from the solution to their implementation, training and support approaches - you can expect similar from Veeva (CRM).
Anonymous | TrustRadius Reviewer

Scalability

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Veeva CRM

No score
No answers yet
No answers on this topic

Return on Investment

ServiceNow IT Service Management

  • 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.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Veeva CRM

  • The system has allowed our field staff to be more efficient
  • Target marketing based on the data analytics
Anonymous | TrustRadius Reviewer

Pricing Details

ServiceNow IT Service Management

General

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

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. Per Year
Additional Pricing Details

Veeva CRM

General

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

Veeva CRM Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

ServiceNow IT Service Management
8.3
Veeva CRM
8.1

Likelihood to Renew

ServiceNow IT Service Management
10.0
Veeva CRM

Usability

ServiceNow IT Service Management
6.5
Veeva CRM

Reliability and Availability

ServiceNow IT Service Management
10.0
Veeva CRM

Performance

ServiceNow IT Service Management
9.0
Veeva CRM

Support Rating

ServiceNow IT Service Management
8.1
Veeva CRM

Online Training

ServiceNow IT Service Management
1.0
Veeva CRM

Implementation Rating

ServiceNow IT Service Management
10.0
Veeva CRM

Scalability

ServiceNow IT Service Management
10.0
Veeva CRM

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