What users are saying about
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398 Ratings
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Top Rated
964 Ratings

ServiceNow IT Service Management

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398 Ratings
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Score 8.2 out of 100

ZoomInfo

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Top Rated
964 Ratings
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Score 8.3 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

ZoomInfo

ZoomInfo has a lot of great content for contact information and email data. Good for exporting data for driving marketing campaigns. Also good to find specific contacts and prepare research in advance of meetings and one-on-one out reach. Great for complimenting LinkedIn data and strong integration with Dynamics CRM
Adam Tonnos | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

ITSM asset management

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

Change management

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

Prospecting

ServiceNow IT Service Management
ZoomInfo
7.8
Advanced search
ServiceNow IT Service Management
ZoomInfo
8.0
Identification of new leads
ServiceNow IT Service Management
ZoomInfo
7.8
List quality
ServiceNow IT Service Management
ZoomInfo
7.6
List upload/download
ServiceNow IT Service Management
ZoomInfo
7.7
Ideal customer targeting
ServiceNow IT Service Management
ZoomInfo
7.7
Load time/data access
ServiceNow IT Service Management
ZoomInfo
8.0

Sales Intelligence Data Standards

ServiceNow IT Service Management
ZoomInfo
8.1
Contact information
ServiceNow IT Service Management
ZoomInfo
8.1
Company information
ServiceNow IT Service Management
ZoomInfo
8.3
Industry information
ServiceNow IT Service Management
ZoomInfo
8.0

Data Augmentation & Lead Qualification

ServiceNow IT Service Management
ZoomInfo
7.8
Lead qualification process
ServiceNow IT Service Management
ZoomInfo
8.0
Smart lists and recommendations
ServiceNow IT Service Management
ZoomInfo
7.4
Salesforce integration
ServiceNow IT Service Management
ZoomInfo
8.5
Company/business profiles
ServiceNow IT Service Management
ZoomInfo
8.3
Alerts and reminders
ServiceNow IT Service Management
ZoomInfo
7.9
Data hygiene
ServiceNow IT Service Management
ZoomInfo
7.4
Automatic data refresh
ServiceNow IT Service Management
ZoomInfo
7.5
Tags
ServiceNow IT Service Management
ZoomInfo
7.5
Filters and segmentation
ServiceNow IT Service Management
ZoomInfo
8.1

Sales Intelligence Email Features

ServiceNow IT Service Management
ZoomInfo
6.7
Sales email templates
ServiceNow IT Service Management
ZoomInfo
7.4
Append emails to records
ServiceNow IT Service Management
ZoomInfo
5.9

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

ZoomInfo

  • The interface is easy to use.
  • It has amazing learning tools.
  • Their support is great and immediate when needed.
  • The ZoomInfo product has incredible sub products.
  • They are great at explaining how you can get the most of the tools.
  • The products are not only very useful but also fun to interact with.
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

ZoomInfo

  • This is truly nitpicking because it's not that much of an inconvenience, but it would be nice if when I went back to the previous page while using a search list, if the results would stay in the same order and on the same pages so I would know if I have called them already without having to go back through my notes.
Logan Green | 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

ZoomInfo

ZoomInfo 10.0
Based on 10 answers
With the combined resources of crowdsorced info on both data.com as well as the immediacy of info on LinkedIn, as well as intel on Hoovers, information provided on ZoomInfo is more readily available if you have the time to invest in looking for it. However, at the pace we do business, having a "one stop shop" for information is very convenient. On efficiency alone, ZoomInfo is worth the price of subscription considering our business model.
Isaac Cabrera | TrustRadius Reviewer

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

ZoomInfo

ZoomInfo 9.1
Based on 2 answers
Overall, ZoomInfo scores a 9! It is simple to use, the ROI is positive for my organization. This is a tool I can have new users dive right into without a lot of time spent on tutorials, even for thise with little to no experience with this type of tool
Anonymous | TrustRadius Reviewer

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

ZoomInfo

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

ZoomInfo

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

ZoomInfo

ZoomInfo 6.4
Based on 1 answer
No answer on this topic is available.

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

ZoomInfo

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

ZoomInfo

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

ZoomInfo

This is by far the best and most accurate tool I have used. The features go beyond what most people will need. The lists and email alerts are wonderful. We love the Salesforce integration which makes exporting Leads a breeze. The List Match is an awesome feature.
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

ZoomInfo

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

ZoomInfo

  • We've seen faster lead conversion or greater website visitors because it allows us to do more granular targeting
  • Our Sales employees are relieved to have a tool that allows them to do prospecting that does not involve a Google Search or Cold Call
  • It gives us insider information against our competitors to ensure we are the forerunner in our industry.
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

ZoomInfo

General

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

ZoomInfo Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

ServiceNow IT Service Management
8.2
ZoomInfo
8.3

Likelihood to Renew

ServiceNow IT Service Management
10.0
ZoomInfo
10.0

Usability

ServiceNow IT Service Management
6.5
ZoomInfo
9.1

Reliability and Availability

ServiceNow IT Service Management
10.0
ZoomInfo

Performance

ServiceNow IT Service Management
9.0
ZoomInfo

Support Rating

ServiceNow IT Service Management
8.1
ZoomInfo
6.4

Online Training

ServiceNow IT Service Management
1.0
ZoomInfo

Implementation Rating

ServiceNow IT Service Management
10.0
ZoomInfo

Scalability

ServiceNow IT Service Management
10.0
ZoomInfo

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