Kayako vs ServiceNow comparison

Kayako and ServiceNow are both solutions in the Help Desk Software category. Kayako is ranked #41, while ServiceNow is ranked #1 with an average rating of 8.5. Kayako holds a 0.2% mindshare in HDS, compared to ServiceNow’s 25.3% mindshare. Additionally, 100% of Kayako users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.

Kayako

Read 1 Kayako review

101 Views
77 Comparison Views

100% willing to recommend

ServiceNow

Read 214 ServiceNow reviews

14,704 Views
9,369 Comparison Views

91% willing to recommend

Kayako

ServiceNow

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Kayako and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: October 2024).

Buyer's Guide

Help Desk Software

October 2024

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Helped 814,649 peers since 2012

Categories and Ranking

Kayako

Ranking in Help Desk Software

41st

Average Rating

8.0

Number of Reviews

Ranking in other categories

Shared Inbox (11th)

ServiceNow

Ranking in Help Desk Software

1st

Average Rating

8.4

Number of Reviews

214

Ranking in other categories

IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Kayako is 0.2%, up from 0.2% compared to the previous year. The mindshare of ServiceNow is 25.3%, down from 26.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

reviewer1712472

Operations and Support Manager at a consultancy with 501-1,000 employees

Feb 18, 2022

Flexible, straightforward implementation, and helpful support

We are in the process of switching from Kayako to ManageEngine Desktop Central. We went through a full review of our service desk processing and one of the solutions we purchased was a ManageEngine Desktop Central. When we were looking at the integrations into the Kayako system and how it works, we found that ManageEngine Desktop Central did very similar things. It had better layers of classification, other templating, and additional features that we did not have with Kayako. Our service manager made the decision to switch at that time. My advice to others wanting to implement Kayako would be for them to plan out their service processes first, prior to trying to implement them in the tool. We made the mistake of jumping in too soon back 10 years ago. I started using it in a way that we could have tooled it in a different way to make it better. We could have had more implementation process information to make sure we received what we wanted to out of the solution. I rate Kayako an eight out of ten.

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Fabio QUINTANILHA

IT4IT Manager at L'Oreal

Jan 29, 2024

A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs

I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…

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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 most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."

"I like that it's always up and running."

"Will give us better control over asset management and technical debt once we can centralize all contract information."

"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."

"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."

"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."

"It allows us to filter the data, create graphs, and get detailed reports."

"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."

"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."

More ServiceNow pros

Cons

"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."

"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."

"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."

"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."

"If you have advanced questions, technical support often doesn't know the answer."

"Their GUI could be updated."

"One thing I don't care for is the reporting and the way it functions."

"The ability to embed help information onto the screens."

"ServiceNow might need to improve its capabilities to integrate with third-party tools."

More ServiceNow cons

Pricing and Cost Advice

"Kayako is a highly affordable solution."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"Getting the solution up and running is expensive."

"The mandatory minimum is US$ 20,000 for licensing."

"The price of this solution is expensive."

"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."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"There are licensing fees."

More ServiceNow pricing and cost advice

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814,649 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

25%

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

Earn 20 points

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

See all answers

Would you choose ServiceNow over Microsoft PowerApps?

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 ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

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Compared 5% of the time

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Product Reports

Buyer's Guide

Help Desk Software

October 2024

Download Kayako product report

Buyer's Guide

ServiceNow

October 2024

Download ServiceNow product report

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Kayako

ServiceNow

Overview

Kayako is a powerful customer service and support platform that gives your team the tools they need to communicate with customers across live chat, email, facebook and twitter.

Our approach brings every interaction your customer has with your business into Kayako and presents your agents with a comprehensive customer journey. This gives your team the context they need to immediately respond and support customers in a way that’s quick, accurate and personal.

Kayako is used by over 130,000 customer support pros in businesses of all sizes around the world, including Peugeot, NASA, Fedex, and GE.

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

PeerSpot 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.”

Sample Customers

Toshiba Canada, Disney, Avast, Namecheap, Texas Tech University

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

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: October 2024.

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814,649 professionals have used our research since 2012.

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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.