ServiceNow Customer Service Management vs Teradata comparison

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Executive SummaryUpdated on Jan 12, 2025

Teradata and ServiceNow Customer Service Management are leaders in data handling and customer service management, respectively, each having distinct strengths. Teradata leads in handling complex analytical workloads with high scalability, while ServiceNow shines in customer-focused cloud operations.

Features: Teradata features robust parallel processing, advanced data management, and high compression capabilities, making it suitable for large data volumes and complex analytics. ServiceNow offers ease of use, seamless cloud-based operations, and strong integration capabilities that enhance the digital experience for both employees and customers.

Room for Improvement: Teradata could enhance its cloud capabilities, reduce costs, and improve support for unstructured data. ServiceNow could benefit from greater customization options, clearer pricing structures, and improved integration with IVR systems.

Ease of Deployment and Customer Service: Teradata, primarily deployed on-premises with some cloud options, is noted for its technical support but struggles with pricing and scalability. ServiceNow excels in cloud deployment, offering excellent customer service and support, making it ideal for customer-focused solutions.

Pricing and ROI: Teradata is priced higher, reflecting its data handling strengths and offering substantial ROI in large-scale analytics projects. ServiceNow is also premium priced, highlighting its comprehensive feature set for customer service management, each catering to different organizational goals.

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

ServiceNow Customer Service Management vs. Teradata

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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

ServiceNow Customer Service...

Ranking in Customer Experience Management

2nd

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th)

Teradata

Ranking in Customer Experience Management

6th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Backup and Recovery (20th), Data Integration (17th), Relational Databases Tools (7th), Data Warehouse (3rd), BI (Business Intelligence) Tools (10th), Marketing Management (6th), Cloud Data Warehouse (6th)

Mindshare comparison

As of April 2025, in the Customer Experience Management category, the mindshare of ServiceNow Customer Service Management is 6.3%, up from 4.5% compared to the previous year. The mindshare of Teradata is 4.4%, down from 5.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

Rupesh Jethwa

Solutions Architect at Globant

A stable tool to help manage infrastructures, deployments, and different products from different vendors

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. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

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SurjitChoudhury

Data engineer at Cocos pt

Offers seamless integration capabilities and performance optimization features, including extensive indexing and advanced tuning capabilities

We created and constructed the warehouse. We used multiple loading processes like MultiLoad, FastLoad, and Teradata Pump. But those are loading processes, and Teradata is a powerful tool because if we consider older technologies, its architecture with nodes, virtual processes, and nodes is a unique concept. Later, other technologies like Informatica also adopted the concept of nodes from Informatica PowerCenter version 7.x. Previously, it was a client-server architecture, but later, it changed to the nodes concept. Like, we can have the database available 24/7, 365 days. If one node fails, other nodes can take care of it. Informatica adopted all those concepts when it changed its architecture. Even Oracle databases have since adapted their architecture to them. However, this particular Teradata company initially started with its own different type of architecture, which major companies later adopted. It has grown now, but initially, whatever query we sent it would be mapped into a particular component. After that, it goes to the virtual processor and down to the disk, where the actual physical data is loaded. So, in between, there's a map, which acts like a data dictionary. It also holds information about each piece of data, where it's loaded, and on which particular virtual processor or node the data resides. Because Teradata comes with a four-node architecture, or however many nodes we choose, the cost is determined by that initially. So, what type of data does each and every node hold? It's a shared-no architecture. So, whatever task is given to a virtual processor it will be processed. If there's a failure, then it will be taken care of by another virtual processor. Moreover, this solution has impacted the query time and data performance. In Teradata, there's a lot of joining, partitioning, and indexing of records. There are primary and secondary indexes, hash indexing, and other indexing processes. To improve query performance, we first analyze the query and tune it. If a join needs a secondary index, which plays a major role in filtering records, we might reconstruct that particular table with the secondary index. This tuning involves partitioning and indexing. We use these tools and technologies to fine-tune performance. When it comes to integration, tools like Informatica seamlessly connect with Teradata. We ensure the Teradata database is configured correctly in Informatica, including the proper hostname and properties for the load process. We didn't find any major complexity or issues with integration. But, these technologies are quite old now. With newer big data technologies, we've worked with a four-layer architecture, pulling data from Hadoop Lake to Teradata. We configure Teradata with the appropriate hostname and credentials, and use BTEQ queries to load data. Previously, we converted the data warehouse to a CLD model as per Teradata's standardized procedures, moving from an ETL to an EMT process. This allowed us to perform gap analysis on missing entities based on the model and retrieve them from the source system again. We found Teradata integration straightforward and compatible with other tools.

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

"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 tool can offer. It can be integrated with any external system. There are also automation possibilities."

"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."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

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

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

"The product provides flexibility in managing and categorizing the incidents."

More ServiceNow Customer Service Management pros

"It has a solid set of tools and consulting services."

"The most valuable feature is the ease of uploading data from multiple sources."

"Auto-partitioning and indexing, and resource allocation on the fly are key features."

"Teradata is a great, industry-leading data warehousing product that has MPP architecture."

"The two types of partitioning have been very significant for us - row and columnar partitioning."

"Teradata has good performance, the response times are very fast. Overall the solution is easy to use. When we do the transformation, we have all of our staging and aggregation data available."

"Designing the database is easy."

"The functionality of the solution is excellent."

More Teradata pros

Cons

"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."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"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."

"I do not have any notes for improvements."

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

"The pricing must be more flexible."

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

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

More ServiceNow Customer Service Management cons

"I'm not sure about the unstructured data management capabilities. It could be improved."

"The cloud is the new challenge and the new opportunity."

"The solution needs improvement in its stability, support and pricing."

"The capability to implement it with comparable performance across various private cloud environments, ensuring adaptability to different infrastructure setups would be beneficial."

"Since I was working on the very basic, legacy systems, the memory thing was always a challenge. If Teradata is moving to the cloud, the space constraint or the memory issue that my company generally faces will eventually resolve, in time. What I'd like to see in the next release of Teradata is that it becomes full-fledged on the cloud, apart from better connectivity to various systems. For example, if I have to read or include a Python script, if I write some basic codes, I should be able to read even unstructured data. I know that it's not supported even in Snowflake, but at least semi-structured data support, if that can be a little more enhanced, that would be good."

"The initial setup was complex as we had to rewrite a lot of the code."

"The tool's flexibility and capacity for expansion are areas of concern where improvements are required."

"Data synchronization to the DR site."

More Teradata cons

Pricing and Cost Advice

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

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

"The product has a premium price"

"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 price of Teradata could be less expensive."

"I am using the free version of Teradata."

"The price of Teradata is on the higher side, and I think that it where they lose out on some of their business."

"The cost is substantial, totaling around $1.2 million, solely dedicated to upgrading the hardware."

"It is still a very expensive solution. While I very much like the pure technological supremacy of the software itself, I believe Teradata as a company needs to become more affordable. They are already losing the market to more flexible or cheaper competitors."

"When looking into implementing this product, pricing is the main issue followed by technical expertise."

"In the past, it turned out that other solutions, in order to provide the full range of abilities that the Teradata platform provides plus the migration costs, would end up costing more than Teradata does."

"Price is quite high, so if it is really possible to use other solutions (e.g. you do not have strict requirements for performance and huge data volumes), it might be better to look at alternatives from the RDBMS world."

More Teradata pricing and cost advice

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Comparison Review

it_user232068

Senior Data Architect at a pharma/biotech company with 1,001-5,000 employees

Aug 5, 2015

Netezza vs. Teradata

Original published at https://www.linkedin.com/pulse/should-i-choose-net Two leading Massively Parallel Processing (MPP) architectures for Data Warehousing (DW) are IBM PureData System for Analytics (formerly Netezza) and Teradata. I thought talking about the similarities and differences…

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Top Industries

By visitors reading reviews

Educational Organization

25%

Computer Software Company

Financial Services Firm

Manufacturing Company

Financial Services Firm

26%

Computer Software Company

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

The product has a premium price.

What needs improvement with ServiceNow Customer Service Management?

I do not have any notes for improvements.

Comparing Teradata and Oracle Database, which product do you think is better and why?

I have spoken to my colleagues about this comparison and in our collective opinion, the reason why some people may declare Teradata better than Oracle is the pricing. Both solutions are quite simi...

Which companies use Teradata and who is it most suitable for?

Before my organization implemented this solution, we researched which big brands were using Teradata, so we knew if it would be compatible with our field. According to the product's site, the comp...

Is Teradata a difficult solution to work with?

Teradata is not a difficult product to work with, especially since they offer you technical support at all levels if you just ask. There are some features that may cause difficulties - for example,...

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Comparisons

Compared 54% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 23% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 23% of the time

More ServiceNow Customer Service Management Competitors

Oracle Exadata vs Teradata

Compared 14% of the time

SQL Server vs Teradata

Compared 11% of the time

MySQL vs Teradata

Compared 7% of the time

Snowflake vs Teradata

Compared 7% of the time

IBM Db2 Database vs Teradata

Compared 7% of the time

More Teradata Competitors

Product Reports

ServiceNow Customer Service Management

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ServiceNow Customer Service Management report

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Also Known As

ServiceNow CSM

IntelliFlex, Aster Data Map Reduce, , QueryGrid, Customer Interaction Manager, Digital Marketing Center, Data Mover, Data Stream Architecture

Overview

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

ServiceNow

Teradata is a scalable data analytics platform designed to meet enterprise demands for large-scale data management and processing, focusing on performance, scalability, and security for complex query executions.

As a leading data warehousing solution, Teradata integrates advanced analytics enabling organizations to derive insights from massive datasets. It supports high-volume data workloads with its architecture optimized for analytical queries. Users benefit from its robust scalability, allowing seamless expansion as data grows. Teradata's SQL engine is compatible with a wide range of data types, ensuring flexibility in data analysis. With advanced security measures, it protects sensitive data across various environments, providing peace of mind to users handling critical information.

What are the most important features of Teradata?

Linear Scalability: Easily expands data processing capabilities to handle increasing data loads without performance degradation.
Advanced Analytics: Supports complex analytical operations integrating machine learning and AI for predictive insights.
SQL Compatibility: Offers a comprehensive SQL interface that supports complex queries across diverse data types.
Data Security: Implements rigorous security protocols to protect data integrity and confidentiality.

What benefits and ROI should users look for?

Improved Decision-Making: Derive actionable insights quickly for strategic business decisions.
Cost Efficiency: Optimized resource usage reduces operational costs associated with data processing.
Increased Productivity: Streamlined data operations save time, allowing teams to focus on analysis.
Enhanced Scalability: Seamless growth without significant additional investment as data volumes increase.

Teradata is widely used in industries like finance, telecommunications, and healthcare, where data-driven decisions are critical. Companies leverage its robust analytics capabilities to enhance customer experiences, streamline operations, and ensure compliance with regulatory requirements. In these sectors, quick access to data insights can significantly impact competitive advantage.

Sample Customers

Siemens Healthineers, SAP SuccessFactors, Asurion

Netflix

ServiceNow Customer Service Management vs. Teradata