Service Creatio vs ServiceNow Customer Service Management comparison

Creatio and ServiceNow are both solutions in the CRM Customer Engagement Centers category. Creatio is ranked #9 with an average rating of 9.0, while ServiceNow is ranked #3 with an average rating of 8.3. Creatio holds a 2.9% mindshare in CCEC, compared to ServiceNow’s 6.6% mindshare. Additionally, 100% of Creatio users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Service Creatio

Read 3 Service Creatio reviews

602 Views
175 Comparison Views

100% willing to recommend

ServiceNow Customer Service...

Read 17 ServiceNow Customer Service Management reviews

1,450 Views
653 Comparison Views

100% willing to recommend

Service Creatio

ServiceNow Customer Service...

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Executive SummaryUpdated on Jun 29, 2025

Service Creatio and ServiceNow Customer Service Management are competing products in the customer service management landscape. ServiceNow appears to have a competitive edge due to its comprehensive feature set, offering good value despite higher pricing.

Features: Service Creatio provides robust process automation, customization options, and flexibility, making it ideal for organizations seeking adaptable solutions. ServiceNow distinguishes itself with advanced workflow automation, integration capabilities, and extensive scalability, suitable for environments that demand enhanced functionality, appealing to enterprises with complex requirements.

Ease of Deployment and Customer Service: ServiceNow’s cloud-based deployment facilitates easier scalability and integration, often preferred by larger enterprises focusing on seamless operations. Service Creatio’s cloud deployment is noted for quicker setup, and it is favored for straightforward scenarios. While ServiceNow’s customer service is recognized for comprehensive support, Service Creatio is praised for personalized attention.

Pricing and ROI: Service Creatio offers lower upfront costs, making it an attractive ROI for mid-sized businesses focused on cost-effectiveness. ServiceNow, with a higher price point, is seen as offering a worthwhile ROI for businesses needing a robust service management system, with its extensive features and scalability justifying the investment for organizations requiring a comprehensive solution.

To learn more, read our detailed Service Creatio vs. ServiceNow Customer Service Management Report (Updated: December 2025).

Buyer's Guide

Service Creatio vs. ServiceNow Customer Service Management

December 2025

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Helped 879,711 peers since 2012

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

Service Creatio

Ranking in CRM Customer Engagement Centers

9th

Ranking in Customer Experience Management

11th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow Customer Service...

Ranking in CRM Customer Engagement Centers

3rd

Ranking in Customer Experience Management

4th

Average Rating

8.4

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Service Creatio is 2.9%, up from 1.1% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 6.6%, down from 9.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
ServiceNow Customer Service Management	6.6%
Service Creatio	2.9%
Other	90.5%

CRM Customer Engagement Centers

Featured Reviews

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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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

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Our customers have seen value and efficiency using this solution."

"Service Creatio is a great tool in process automation."

"The tool is very useful as it helps us run businesses smoothly."

"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."

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

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

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

"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 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

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

"The return material authorization should utilize no-code or low-code."

"ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow."

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

"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."

"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."

"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."

"I do not have any notes for improvements."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

Information not available

"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"

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"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

Manufacturing Company

Computer Software Company

Retailer

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 do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

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What needs improvement with Service Creatio?

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What advice do you have for others considering Service Creatio?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

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

I did not purchase ServiceNow Customer Service Management as it was assigned to me with a fully loaded version. All purchases were made prior to my involvement.

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What needs improvement with ServiceNow Customer Service Management?

There should be many more automations and customizations available in ServiceNow Customer Service Management to help both users and developers, including quality testers. Many integrations are need...

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

The use cases for ServiceNow Customer Service Management were mainly for integration purposes, mid-server installations, and playbook configurations. I utilize ServiceNow Customer Service Managemen...

See all answers

Comparisons

Salesforce Sales Cloud vs Service Creatio

Compared 33% of the time

Zendesk vs Service Creatio

Compared 23% of the time

Microsoft Dynamics CRM vs Service Creatio

Compared 16% of the time

IFS Cloud Platform vs Service Creatio

Compared 14% of the time

Freshdesk vs Service Creatio

Compared 13% of the time

More Service Creatio Competitors

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Compared 34% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 16% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 11% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 11% of the time

Oracle Fusion Service vs ServiceNow Customer Service Management

Compared 10% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

January 2026

Download Service Creatio 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

bpm’online customer service, bpm’online service enterprise

ServiceNow CSM

Overview

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

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

ServiceNow

Sample Customers

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Service Creatio vs. ServiceNow Customer Service Management

December 2025

Free Report: Service Creatio vs. ServiceNow Customer Service Management

Find out what your peers are saying about Service Creatio vs. ServiceNow Customer Service Management and other solutions. Updated: December 2025.

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