What users are saying about
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398 Ratings
59 Ratings

ServiceNow IT Service Management

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398 Ratings
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Score 8.3 out of 100
59 Ratings
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Score 8.4 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

Zendesk Chat

Zendesk Chat is great for communication with potential and existing customers as opposed to having to speak with them. Some customers don't like talking on the phone and/or like the flexibility of doing other things while chatting in. It's not as appropriate for meetings with management/higher-ups since it's far too casual.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

ServiceNow IT Service Management
8.2
Zendesk Chat
Change requests repository
ServiceNow IT Service Management
8.3
Zendesk Chat
Change calendar
ServiceNow IT Service Management
8.0
Zendesk Chat
Service-level management
ServiceNow IT Service Management
8.2
Zendesk Chat

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

Zendesk Chat

  • A lot of nice features that allow us to customize the experience that we want to give our customers in terms of branding, functionality, and handling
  • Zopim does a great job with providing business process capabilities and routing features that help with managing our workflow, workforce management, and business processes
  • Zopim is also very easy to use, easy to set up, and easy to understand especially from an agent UI, providing a great opportunity to increase agent efficiency and usefulness
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

Zendesk Chat

  • Zendesk/Zoopim is right around an entire Live visit programming .There isn't an approach to compel the client to answer certain inquiries preceding entering the talk. The talk transcripts some of the time take long to appear in the visit history .
  • Exhausting outline for the talk message box
  • No work area warnings
  • Warning sound just played once. Since we are not at the front counter constantly, it would make our work more troublesome since we expected to continue checking the site.
  • No portable application
  • In the event that we shut program window we would be promptly disconnected.
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

Zendesk Chat

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

Zendesk Chat

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

Zendesk Chat

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

Zendesk Chat

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

Zendesk Chat

Zendesk Chat 7.4
Based on 3 answers
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
Shea Mworia | TrustRadius Reviewer

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

Zendesk Chat

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

Zendesk Chat

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

Zendesk Chat

I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.
Antora Debnath | 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

Zendesk Chat

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

Zendesk Chat

  • First of all, I like the fact that this program is flexible and we can communicate with the customers or clients very smoothly.
  • Using Views, we can see how many unsolved tickets are in each group.
  • I really enjoy using Zendesk Support because it has been able to satisfy all the needs that I as a company have with both my clients and with my suppliers. As for the latter, I have been able to establish closer and more efficient communication with them.
Ayushi Goswami | TrustRadius Reviewer

Screenshots

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

Zendesk Chat

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$0

Zendesk Chat Editions & Modules

Edition
Lite$01
Basic$141
Advanced$251
Premium$551
  1. per user
Additional Pricing Details
The pricing above is price per user per month. You will get a discount when you opt for annual payment.

Rating Summary

Likelihood to Recommend

ServiceNow IT Service Management
8.3
Zendesk Chat
8.8

Likelihood to Renew

ServiceNow IT Service Management
10.0
Zendesk Chat

Usability

ServiceNow IT Service Management
6.5
Zendesk Chat

Reliability and Availability

ServiceNow IT Service Management
10.0
Zendesk Chat

Performance

ServiceNow IT Service Management
9.0
Zendesk Chat

Support Rating

ServiceNow IT Service Management
8.1
Zendesk Chat
7.4

Online Training

ServiceNow IT Service Management
1.0
Zendesk Chat

Implementation Rating

ServiceNow IT Service Management
10.0
Zendesk Chat

Scalability

ServiceNow IT Service Management
10.0
Zendesk Chat

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