SAP Service Cloud vs ServiceNow Customer Service Management comparison

SAP and ServiceNow are both solutions in the Customer Experience Management category. SAP is ranked #18 with an average rating of 8.0, while ServiceNow is ranked #4 with an average rating of 8.3. SAP holds a 1.3% mindshare in CEM, compared to ServiceNow’s 2.3% 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

701 Views
245 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 17 ServiceNow Customer Service Management reviews

1,450 Views
798 Comparison Views

100% willing to recommend

SAP Service Cloud

ServiceNow Customer Service...

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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.

Find out what your peers are saying about Salesforce, Qualtrics, Genesys and others in Customer Experience Management.

To learn more, read our detailed Customer Experience Management Report (Updated: January 2026).

Buyer's Guide

Customer Experience Management

January 2026

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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

18th

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

CRM (36th)

ServiceNow Customer Service...

Ranking in Customer Experience Management

4th

Average Rating

8.4

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of SAP Service Cloud is 1.3%, down from 1.7% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.3%, down from 5.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
ServiceNow Customer Service Management	2.3%
SAP Service Cloud	1.3%
Other	96.4%

Customer Experience Management

Featured Reviews

Mo Sayed

SAP enterpise cloud architect at ECC Experienced Certified Consulting

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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BasilJiji

System Engineer at a retailer with 10,001+ employees

Structured ticket workflows have improved resolution speed and have supported SLA-driven support

ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways. Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface. I felt that further modifications can be made so that it could be a perfect tool.

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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 tool's most valuable feature is the service portal."

"ServiceNow Customer Service Management has impacted our organization positively; we have formed a very good process with this tool that has helped increase the productivity of the team."

"Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends."

"The integration capabilities of ServiceNow are wonderful."

"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."

"The best features ServiceNow Customer Service Management offers are a platform to manage all our clients at one place."

"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."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

More ServiceNow Customer Service Management pros

Cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."

"ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways."

"The product's AI feature should be improved."

"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."

"The product does not cater to businesses of every scale and budget."

"The price could be better. ServiceNow should price products more reasonably."

"The pricing must be more flexible."

"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 could be improved by incorporating Gen AI into ServiceNow."

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."

"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."

"The product has a premium price"

"I rate the tool's pricing a six out of ten."

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

10%

Manufacturing Company

Retailer

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	9

Questions from the Community

What needs improvement with SAP Service Cloud?

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...

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What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

My experience with pricing, setup cost, and licensing is that these were done by the VP of our company, thus I have no idea about the same.

See all answers

What needs improvement with ServiceNow Customer Service Management?

ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow. Though ServiceNow has a Now Assist feature for their CSM module, it still needs a lot of work to do...

See all answers

What is your primary use case for ServiceNow Customer Service Management?

My main use case for ServiceNow Customer Service Management is that I use it as an end user to provide customer support to our clients. For a specific example of how I use it to provide customer su...

See all answers

Comparisons

SAP CRM vs SAP Service Cloud

Compared 45% of the time

More SAP Service Cloud Competitors

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Compared 32% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 15% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 11% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 11% of the time

Gainsight vs ServiceNow Customer Service Management

Compared 7% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

Customer Experience Management

January 2026

Download SAP Service Cloud product report

Buyer's Guide

ServiceNow Customer Service Management

December 2025

ServiceNow Customer Service Management report

Download 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

January 2026

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