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Salesforce Platform vs ServiceNow comparison

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Salesforce Platform Logo
8,973 views|7,743 comparisons
ServiceNow Logo
52,387 views|33,736 comparisons
Featured Review
Find out what your peers are saying about Salesforce Platform vs. ServiceNow and other solutions. Updated: January 2022.
564,643 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"We like that the technology is very agile and flexible in the sense that there's a large partner ecosystem within Salesforce Platform. This enables us to choose from many different partners with different advantages, and all of it can be done in a plug-and-play kind of way.""The entire solution is very customizable and you are able to add many functionalities.""I like the reports and the dashboards. Since I'm a managing partner, I use the reports and dashboards to understand my team's contact management, opportunity management, and account management activities. We use Pardot for marketing campaigns.""The stability has been great.""The most valuable aspect of the solution is the unit coordination between sales and marketing when it comes to lead management.""The reporting capabilities are pretty user-friendly.""The process and the workflows are amazing.""The solution is very robust and easy to develop in."

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"There are many expansions available.""You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports.""Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile.""It has more extensive features as compared to the other competitors.""I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense.""There are lots of modules around IT service management such as IT business management and human resource management (HRC).""Very good incident management, chain management and problem management features.""If you stick to the out-of-the-box solution, it's an easy setup."

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Cons
"UI needs to be more intuitive and user friendly.""In terms of features, for our business needs, we have more than enough right now. There is nothing that we are missing or would like to add. They can maybe share some best practices so that when you are starting, you can stick to a good process, and you don't have to think so much about the process that you want or your CEO or CMO wants. The process should not be based on one person in the company. Having some best practices will make it easier to get started. These best practices can be based on what has worked for others. Its basic version is pretty simple, and the customizations are up to the companies, which can make startups like ours lose a lot of time in figuring out what all stakeholders want rather than what would work.""Pricing is the biggest factor. The cost right now is too high and I've had a lot of clients leave.""It is quite expensive. It has gotten to that point where it is a lot more pricey. It has kind of got its own proprietary language for development. It is probably never going to change, but if it had a more market language for development, it would be easier to find developers. They come at a premium cost, so it is expensive.""An expensive solution requiring a lot of configuration.""Their reporting needs to be improved. It should be easier. I don't know how, but it needs to be easier.""They need an easy way of getting details and then adding to it and then being able to do it in a more simplified way""We have a lot of strategic accounts and large accounts that are tied with all the growth and acquisitions across North America, being able to tag parent-child accounts in an easier fashion would be better. This is the biggest pain point is associating parent to child and being able to align and manage it better. Overall a better parent-child relationship between accounts would be a benefit."

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"ServiceNow's mobile app should be seamless and it is not right now.""Their GUI could be updated.""Creating service catalog forms could be made easier.""Their cloud management is also not that great compared to other products.""Making a mobile version would be helpful.""In an upcoming release, there should be more administration tools.""The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version.  The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience.""The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."

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Pricing and Cost Advice
  • "The licensing is per user per month, which we took out a contract on a long time back. It's really an okay price for what solutions are available and for how many features and what kind of functionality you get."
  • "The solution is a bit expensive."
  • "It is expensive. Licensing is on an annual basis."
  • "It is quite expensive. Its developers come at a premium cost, which makes it expensive."
  • "It is expensive."
  • "I have heard that it is fairly priced. It offers ROI."
  • "It is very expensive. Its licensing is on a monthly basis."
  • "It is expensive."
  • More Salesforce Platform Pricing and Cost Advice →

  • "The mandatory minimum is US$ 20,000 for licensing."
  • "The licenses are expensive."
  • "The setup cost is high compared to others, especially when the scope is not fixed."
  • "I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
  • "$230 per user."
  • "It is very expensive because it is a big organization. You have to pay for additional things."
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    I think it depends on your use case. If your organization uses Microsoft Enterprise products, PowerApps will work better in your environment. Similarly, if you have a Salesforce integration in… more »
    Top Answer: 
    Microsoft’s Windows Azure platform is not easy or intuitive to deploy. The difficulty will be impacted by the type of application that you are trying to use the platform to build. Organizations that… more »
    Top Answer: 
    It works beautifully. I haven't had any errors.
    Top Answer: 
    Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer: 
    Everything about the schema, including the design of ServiceNow, is great.
    Top Answer: 
    It's very expensive, and if care is not taken, competitions can quickly come and take over the space by offering better pricing.
    Ranking
    Views
    8,973
    Comparisons
    7,743
    Reviews
    40
    Average Words per Review
    503
    Rating
    8.1
    Views
    52,387
    Comparisons
    33,736
    Reviews
    62
    Average Words per Review
    580
    Rating
    8.1
    Comparisons
    Also Known As
    Salesforce1, Force.com, Salesforce App Cloud
    Learn More
    Overview
    The Salesforce1 Platform brings together Force.com, Heroku, and ExactTarget into one family of cloud services all built API first to help deliver apps that connect products, users, and next generation experiences. Designed for scale and speed, it provides a fast way to build apps with open APIs, back-end services, integration tools, starter templates as well as powerful developer environments; there's no limit to what you can build.

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Offer
    Learn more about Salesforce Platform
    Learn more about ServiceNow
    Sample Customers
    ADP
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    REVIEWERS
    Computer Software Company40%
    Non Profit8%
    Comms Service Provider4%
    Healthcare Company4%
    VISITORS READING REVIEWS
    Computer Software Company33%
    Comms Service Provider17%
    Government7%
    Financial Services Firm6%
    REVIEWERS
    Financial Services Firm18%
    Computer Software Company15%
    Healthcare Company10%
    Manufacturing Company10%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider15%
    Government8%
    Financial Services Firm7%
    Company Size
    REVIEWERS
    Small Business44%
    Midsize Enterprise26%
    Large Enterprise30%
    REVIEWERS
    Small Business20%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise15%
    Large Enterprise63%
    Find out what your peers are saying about Salesforce Platform vs. ServiceNow and other solutions. Updated: January 2022.
    564,643 professionals have used our research since 2012.

    Salesforce Platform is ranked 4th in Rapid Application Development Software with 41 reviews while ServiceNow is ranked 1st in Rapid Application Development Software with 73 reviews. Salesforce Platform is rated 8.0, while ServiceNow is rated 8.2. The top reviewer of Salesforce Platform writes "Makes it easy to keep up with everything, close pending deals, and keep things organized". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Salesforce Platform is most compared with Microsoft Azure, Microsoft PowerApps, Oracle Application Express (APEX), Amazon AWS and Appian, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus and Zendesk Guide. See our Salesforce Platform vs. ServiceNow report.

    See our list of best Rapid Application Development Software vendors and best No-Code Development Platforms vendors.

    We monitor all Rapid Application Development Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.