Try our new research platform with insights from 80,000+ expert users

ServiceNow Customer Service Management vs UTIL360 comparison

 

Comparison Buyer's Guide

Executive Summary

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

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)
UTIL360
Ranking in Customer Experience Management
35th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the Customer Experience Management category, the mindshare of ServiceNow Customer Service Management is 2.9%, down from 5.5% compared to the previous year. The mindshare of UTIL360 is 0.8%, up from 0.6% 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%
UTIL3600.8%
Other96.3%
Customer Experience Management
 

Featured Reviews

Rizwanuddin Qazi - PeerSpot reviewer
Customer experience has improved through automation, actionable insights, and advanced self-service capabilities
Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends. Overall service health has improved in terms of the incident and response ratio. The benefits of having automation in place are that it has automated the process and most items are auto-populated within the services. Most of the time, there are pre-installed solutions where consumers can navigate before dealing with the developer side. The self-service portal has helped in creating and maintaining reports and dashboards with key metrics, and the resolution time and customer satisfaction have improved. Automated root cause analysis has improved for us, leveraging basic machine learning and identifying basic issues, reducing resolution times, and enhancing operational efficiencies.
Use UTIL360?
Share your opinion
report
Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.
872,029 professionals have used our research since 2012.
 

Top Industries

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

Company Size

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

Questions from the Community

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 ...
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.
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.
Ask a question
Earn 20 points
 

Also Known As

ServiceNow CSM
No data available
 

Overview

 

Sample Customers

Siemens Healthineers, SAP SuccessFactors, Asurion
Information Not Available
Find out what your peers are saying about Salesforce, Qualtrics, Genesys and others in Customer Experience Management. Updated: September 2025.
872,029 professionals have used our research since 2012.