ServiceNow IT Service Management vs Zendesk Support Suite

• Web based GUI where we can have drag and drop feature enabled for handling the items
• Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
• Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure

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• Instead of using a developer's time to create a landing page for your FAQs, you can quickly and easily implement and update your FAQ/help center through Zendesk's Guide tool.
• Quickly and easily customize your customer's experience when interacting with your organization's support team. For example, you can update the automated response received upon ticket creation and the design of that email sent to customers from Zendesk's portal.
• Out of the box analytics for key KPIs. If you don't have much experience with this Zendesk's pre-built analytics will help you get an idea of how your support team is performing. If you want more robust reporting you can build it out with Zendesk's free Goddata analytics tool.

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• 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!

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• The workflow was fixed, so if your ticket flow didn't fit with how ZenDesk thought it should it was difficult to manage. For example, I like to separate tickets where we are waiting for something from the customer from tickets where I'm waiting for an employee to deliver something. This was impossible, and when I gave that feedback I was told that wasn't a valid way of looking at support. This meant I had to inspect each and every "Pending" ticket every day to separate them to generate a list of tasks.
• Their ticket UI is weird and difficult to understand.
• As a manager, I wanted to see what tickets my customer service agents submitted over the past week, but their "View" feature doesn't include OR logic making it impossible to create a proper search. Even just getting a list of all of the tickets that were completed in the past week was impossible without a lot of massaging of the data, and tech. support refused to even answer the question. I had to do two searches, one for "solved" tickets and one for "closed" tickets, and you couldn't change the state workflow since their crazy system doesn't allow it.

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• ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
• It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
• A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.

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• Saves an enormous amount of time by centralizing communication based on issue, rather than having to lean on users to pay close attention to email AND phone AND chat services that your company may use. It feels like a one-stop shop for help, rather than sending a request into the abyss and waiting to see if someone hears you.
• Provides multiple options for connecting with users through chat, phone, or screen share (with app plugins like TeamViewer). This keeps tickets focused and helps users contextualize the troubleshooting, which generally makes for quicker resolution time and quicker response time.
• Simple to understand leaderboards and metrics allow higher levels of analysis for team efficiency, individual contributions, and trending issues. This helps teams create documentation on common problems to store in the end-user knowledge base and identify pain points across the user base.

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