What users are saying about
447 Ratings
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Score 8.4 out of 100
18 Ratings
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Score 9.2 out of 100

Feature Set Ratings

    Incident and problem management

    8.2

    ServiceNow IT Service Management

    82%

    Veeva CRM

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.1
    91%
    67 Ratings
    N/A
    0 Ratings

    Expert directory

    8.0
    80%
    51 Ratings
    N/A
    0 Ratings

    Service restoration

    7.9
    79%
    56 Ratings
    N/A
    0 Ratings

    Self-service tools

    7.8
    78%
    65 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.6
    76%
    63 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.5
    85%
    60 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.6
    86%
    62 Ratings
    N/A
    0 Ratings

    ITSM asset management

    8.1

    ServiceNow IT Service Management

    81%

    Veeva CRM

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    8.0
    80%
    60 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    8.2
    82%
    59 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    53 Ratings
    N/A
    0 Ratings

    Change management

    8.3

    ServiceNow IT Service Management

    83%

    Veeva CRM

    Feature Set Not Supported
    N/A
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    8.4
    84%
    62 Ratings
    N/A
    0 Ratings

    Change calendar

    7.9
    79%
    56 Ratings
    N/A
    0 Ratings

    Service-level management

    8.5
    85%
    58 Ratings
    N/A
    0 Ratings

    Sales Force Automation

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    7.6

    Veeva CRM

    76%
    Veeva CRM ranks higher in 9/9 features

    Customer data management / contact management

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Workflow management

    N/A
    0 Ratings
    8.1
    81%
    3 Ratings

    Territory management

    N/A
    0 Ratings
    7.1
    71%
    3 Ratings

    Opportunity management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    N/A
    0 Ratings
    7.6
    76%
    2 Ratings

    Contract management

    N/A
    0 Ratings
    7.1
    71%
    2 Ratings

    Quote & order management

    N/A
    0 Ratings
    6.1
    61%
    2 Ratings

    Interaction tracking

    N/A
    0 Ratings
    8.3
    83%
    3 Ratings

    Channel / partner relationship management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Customer Service & Support

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    8.0

    Veeva CRM

    80%
    Veeva CRM ranks higher in 3/3 features

    Case management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Call center management

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Help desk management

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Marketing Automation

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    7.1

    Veeva CRM

    71%
    Veeva CRM ranks higher in 2/2 features

    Lead management

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    Email marketing

    N/A
    0 Ratings
    7.1
    71%
    2 Ratings

    CRM Project Management

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    7.5

    Veeva CRM

    75%
    Veeva CRM ranks higher in 3/3 features

    Task management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Billing and invoicing management

    N/A
    0 Ratings
    7.6
    76%
    2 Ratings

    Reporting

    N/A
    0 Ratings
    6.9
    69%
    2 Ratings

    CRM Reporting & Analytics

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    6.4

    Veeva CRM

    64%
    Veeva CRM ranks higher in 3/3 features

    Forecasting

    N/A
    0 Ratings
    6.1
    61%
    2 Ratings

    Pipeline visualization

    N/A
    0 Ratings
    7.7
    77%
    2 Ratings

    Customizable reports

    N/A
    0 Ratings
    5.5
    55%
    3 Ratings

    Customization

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    7.4

    Veeva CRM

    74%
    Veeva CRM ranks higher in 4/4 features

    Custom fields

    N/A
    0 Ratings
    7.2
    72%
    3 Ratings

    Custom objects

    N/A
    0 Ratings
    7.2
    72%
    3 Ratings

    Scripting environment

    N/A
    0 Ratings
    7.3
    73%
    2 Ratings

    API for custom integration

    N/A
    0 Ratings
    7.9
    79%
    3 Ratings

    Security

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    9.0

    Veeva CRM

    90%
    Veeva CRM ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Social CRM

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    8.5

    Veeva CRM

    85%
    Veeva CRM ranks higher in 2/2 features

    Social data

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Social engagement

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Integrations with 3rd-party Software

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    9.0

    Veeva CRM

    90%
    Veeva CRM ranks higher in 1/1 features

    Marketing automation

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Platform

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    9.2

    Veeva CRM

    92%
    Veeva CRM ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    9.2
    92%
    3 Ratings

    Attribute Ratings

    • ServiceNow IT Service Management is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.8

    ServiceNow IT Service Management

    88%
    79 Ratings
    8.1

    Veeva CRM

    81%
    3 Ratings

    Likelihood to Renew

    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Usability

    6.4

    ServiceNow IT Service Management

    64%
    11 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Availability

    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Performance

    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Support Rating

    7.5

    ServiceNow IT Service Management

    75%
    40 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Online Training

    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Veeva CRM

    N/A
    0 Ratings

    Implementation Rating

    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Veeva CRM

    N/A
    0 Ratings

    Product Scalability

    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Veeva CRM

    N/A
    0 Ratings

    Likelihood to Recommend

    ServiceNow IT Service Management

    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.
    Anonymous | 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

    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

    Pricing Details

    ServiceNow IT Service Management

    General

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

    Starting Price

    $0 per year

    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?

    Starting Price

    Veeva CRM Editions & Modules

    Additional Pricing Details

    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 6.4
    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 7.5
    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

    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.
    Jessica Rich | 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

    • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
    • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
    • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
    Anonymous | 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

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