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SAP Service Cloud vs ServiceNow Customer Service Management comparison

SAP and ServiceNow are both solutions in the Customer Experience Management category. SAP is ranked #17 with an average rating of 8.0, while ServiceNow is ranked #4 with an average rating of 8.1. SAP holds a 1.8% mindshare in CEM, compared to ServiceNow’s 2.9% mindshare. Additionally, 100% of SAP users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.
SAP Service Cloud
Read 1 SAP Service Cloud review
  • 482 Views
  • 178 Comparison Views
100% willing to recommend
ServiceNow Customer Service...
Read 15 ServiceNow Customer Service Management reviews
  • 1,279 Views
  • 678 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between SAP Service Cloud and ServiceNow Customer Service Management based on real PeerSpot user reviews.

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To learn more, read our detailed Customer Experience Management Report (Updated: September 2025).
Buyer's Guide
Customer Experience Management
September 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

SAP Service Cloud
Ranking in Customer Experience Management
17th
Average Rating
8.0
Reviews Sentiment
1.0
Number of Reviews
1
Ranking in other categories
CRM (32nd)
ServiceNow Customer Service...
Ranking in Customer Experience Management
4th
Average Rating
8.2
Reviews Sentiment
5.7
Number of Reviews
15
Ranking in other categories
CRM Customer Engagement Centers (3rd)
 

Mindshare comparison

As of October 2025, in the Customer Experience Management category, the mindshare of SAP Service Cloud is 1.8%, up from 1.2% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.9%, down from 5.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management Market Share Distribution
ProductMarket Share (%)
ServiceNow Customer Service Management2.9%
SAP Service Cloud1.8%
Other95.3%
Customer Experience Management
 

Featured Reviews

Mo Sayed - PeerSpot reviewer
Have built intelligent workflows and accelerated lead conversion through embedded AI and process integration
There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all cloud solutions are present in data centers. While we evaluate the product, we have to check the existence of the product in all nearest data centers. For example, while I check the data center through the Trust Center on SAP's website, I found that most cloud solutions are installed in Riyadh, but they are missing some very important tools such as LeanIX, which is not existent in Saudi Arabia. E-commerce solutions are also missing, and some aspects of C4C, such as Customer Data Cloud, are not present in many data centers. Not all components in cloud solutions exist in key centers in the Middle East and North Africa. They evaluate demand before installation, but having all solutions in the center point could encourage sales cycles.
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Arvind Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The embedded AI inside SAP, called Business AI, impacts decision-making and resolution times significantly, working as a smart conversational chat in Joule to create dashboards and compare historical data with sales forecasts."
"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."
"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."
"The tool's most valuable feature is the service portal."
"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."
"Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends."
"ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window."
"The integration capabilities of ServiceNow are wonderful."
"Our organization has received excellent tech support for ServiceNow Customer Service Management."
More ServiceNow Customer Service Management pros
 

Cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."
"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."
"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."
"ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses."
"The product does not cater to businesses of every scale and budget."
"The price could be better. ServiceNow should price products more reasonably."
"In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality."
"The product's AI feature should be improved."
"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."
More ServiceNow Customer Service Management cons
 

Pricing and Cost Advice

Information not available
"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."
"The product has a premium price"
"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."
"I rate the tool's pricing a six out of ten."
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Top Industries

By visitors reading reviews
No data available
Healthcare Company
9%
Manufacturing Company
9%
Financial Services Firm
9%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise1
Large Enterprise7
 

Questions from the Community

What needs improvement with SAP Service Cloud?
There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all ...
See all answers
What is your primary use case for SAP Service Cloud?
I have experience working with Sales Cloud and Service Cloud. I am working as an Enterprise Architect, so I could evaluate whatever is needed in SAP. We are working as a partner with SAP in the Mid...
See all answers
What advice do you have for others considering SAP Service Cloud?
The pricing for SAP Service Cloud is not the cheapest globally; it is a bit expensive compared to alternatives. The most challenging part about SAP is the pricing because SAP sells their cloud serv...
See all answers
What do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
See all answers
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
See all answers
What needs improvement with ServiceNow Customer Service Management?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
See all answers
 

Comparisons

SAP CRM vs SAP Service Cloud Logo
SAP CRM vs SAP Service Cloud
Compared 47% of the time
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Microsoft Dynamics CRM vs ServiceNow Customer Service Management Logo
Microsoft Dynamics CRM vs ServiceNow Customer Service Management
Compared 47% of the time
Genesys Cloud CX vs ServiceNow Customer Service Management Logo
Genesys Cloud CX vs ServiceNow Customer Service Management
Compared 21% of the time
Salesforce Service Cloud vs ServiceNow Customer Service Management Logo
Salesforce Service Cloud vs ServiceNow Customer Service Management
Compared 9% of the time
Oracle Fusion Service vs ServiceNow Customer Service Management Logo
Oracle Fusion Service vs ServiceNow Customer Service Management
Compared 7% of the time
Decagon vs ServiceNow Customer Service Management Logo
Decagon vs ServiceNow Customer Service Management
Compared 5% of the time
More ServiceNow Customer Service Management Competitors
 

Product Reports

Buyer's Guide
Customer Experience Management
September 2025
SAP Service Cloud reportDownload SAP Service Cloud product report
Buyer's Guide
ServiceNow Customer Service Management
September 2025
ServiceNow Customer Service Management reportDownload ServiceNow Customer Service Management product report
 

Also Known As

No data available
ServiceNow CSM
 

Overview

SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.

SAP

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow
 

Sample Customers

INICOM, Dulux
Siemens Healthineers, SAP SuccessFactors, Asurion
Buyer's Guide
Customer Experience Management
September 2025
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We monitor all Customer Experience Management 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.