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ServiceNow vs Zoho Desk comparison

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48,598 views|33,321 comparisons
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Buyer's Guide
ServiceNow vs. Zoho Desk
May 2022
Find out what your peers are saying about ServiceNow vs. Zoho Desk and other solutions. Updated: May 2022.
610,190 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
"The solution is stable, scalable and easy to use.""You can scale the solution.""Straightforward tool.""The solution has very good automation tools.""Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable.""There are lots of modules around IT service management such as IT business management and human resource management (HRC).""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."

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"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.""The ticketing feature is very easy to use, compared to other systems."

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Cons
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself.""Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it.""The RPA needs improvement. That's a new area for them that they're just entering into now.""One thing I don't care for is the reporting and the way it functions.""Their cloud management is also not that great compared to other products.""There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement.""The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions.""The solution could improve by being more stable."

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"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough.""I would like to have integrated support, and integration between the ticketing tool and the project management tool."

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Pricing and Cost Advice
  • "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."
  • "The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
  • More ServiceNow Pricing and Cost Advice →

  • "For what it does, it's quite cheap."
  • More Zoho Desk Pricing and Cost Advice →

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    Questions from the Community
    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:Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.
    Top Answer:The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices. You… more »
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    Ranking
    1st
    out of 56 in Help Desk Software
    Views
    48,598
    Comparisons
    33,321
    Reviews
    78
    Average Words per Review
    574
    Rating
    8.2
    21st
    out of 56 in Help Desk Software
    Views
    797
    Comparisons
    554
    Reviews
    2
    Average Words per Review
    348
    Rating
    8.5
    Comparisons
    Learn More
    Overview

    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.

    With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

    Offer
    Learn more about ServiceNow
    Learn more about Zoho Desk
    Sample Customers
    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    
    Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
    Top Industries
    REVIEWERS
    Computer Software Company16%
    Financial Services Firm16%
    Healthcare Company9%
    Insurance Company9%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider13%
    Government8%
    Financial Services Firm8%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider25%
    Manufacturing Company5%
    Retailer4%
    Company Size
    REVIEWERS
    Small Business21%
    Midsize Enterprise14%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise15%
    Large Enterprise69%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise17%
    Large Enterprise56%
    Buyer's Guide
    ServiceNow vs. Zoho Desk
    May 2022
    Find out what your peers are saying about ServiceNow vs. Zoho Desk and other solutions. Updated: May 2022.
    610,190 professionals have used our research since 2012.

    ServiceNow is ranked 1st in Help Desk Software with 80 reviews while Zoho Desk is ranked 21st in Help Desk Software with 2 reviews. ServiceNow is rated 8.2, while Zoho Desk is rated 8.6. 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". On the other hand, the top reviewer of Zoho Desk writes "Cloud-based, easy to use, and inexpensive". ServiceNow is most compared with Microsoft PowerApps, BMC Helix ITSM, ManageEngine ServiceDesk Plus, JIRA Service Management and Pega BPM, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, SCSM and Freshdesk. See our ServiceNow vs. Zoho Desk report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk 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.