What users are saying about
447 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 447 reviews and ratings
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.2 out of 100
Based on 18 reviews and ratings
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
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
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
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
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
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
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
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
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
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
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
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
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
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.

Verified User
Engineer in Finance and Accounting
Financial Services Company, 5001-10,000 employeesVeeva 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.

Verified User
Partner in Information Technology
Pharmaceuticals Company, 51-200 employeesPros
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.
Windows Systems Administrator
DaVita Kidney CareHospital & Health Care, 1001-5000 employees
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

Verified User
Contributor in Marketing
Pharmaceuticals Company, 1001-5000 employeesCons
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!

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesVeeva CRM
- Configuration flexibility specific to Medical continues to be a challenge to differentiate from Commercial
- Standardization of permissions and customization across teams
- Pricing

Verified User
Program Manager in Information Technology
Pharmaceuticals Company, 11-50 employeesPricing 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 |
---|
- 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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesVeeva 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.
EMEA Enterprise Support Specialist
Discovery Networks InternationalBroadcast Media, 1001-5000 employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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.

Verified User
Administrator in Information Technology
Law Practice Company, 1001-5000 employeesVeeva 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.

Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employeesVeeva 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.
Senior ITSM Solutions Architect
JIT Resources & Solutions (J.I.T.)Information Technology and Services, 11-50 employees
Veeva CRM
No score
No answers yet
No answers on this topic
Alternatives Considered
ServiceNow IT Service Management
Project manager
IndeedInformation Technology & Services, 10,001+ employees
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).

Verified User
Partner in Information Technology
Pharmaceuticals Company, 51-200 employeesScalability
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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

Verified User
Engineer in Information Technology
Banking Company, 1001-5000 employeesVeeva CRM
- The system has allowed our field staff to be more efficient
- Target marketing based on the data analytics

Verified User
Contributor in Marketing
Pharmaceuticals Company, 1001-5000 employees