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

ServiceNow vs TeamSupport comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

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)
TeamSupport
Ranking in Help Desk Software
45th
Average Rating
7.0
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ServiceNow is 25.3%, down from 26.1% compared to the previous year. The mindshare of TeamSupport is 0.1%, down from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Fabio QUINTANILHA - PeerSpot reviewer
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…
it_user1343835 - PeerSpot reviewer
Dec 3, 2020
Stable, easy to install, and cost effective, but it needs better integration and data management
We are using it as a technical support incident management for our external customers. We use it internally to track for incident management. We use it for the customer portal and reporting It allows us to manage our customer's incidents for trouble tickets. The two most valuable features are…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The workflow makes things extremely efficient and it improves effectiveness."
"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."
"Identifies better ways to license software or eliminate unused software to save money."
"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."
"The analytics - we like to keep track of how much work everyone is doing."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."
"The two most valuable features are the portal and reporting."
 

Cons

"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The user interface for accessing assistance sometimes disconnects."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"I would like to see a mobile version of ServiceNow."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"I would like to see Advanced Intelligent Automation."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"It needs better integration with other tools like Jira."
 

Pricing and Cost Advice

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."
"The price of this solution is expensive."
"The licenses are expensive."
"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."
"The solution is expensive."
"ServiceNow is an expensive solution."
"I have found the solution very expensive."
"We are happy with the pricing."
"The price is approximately $70 per agent, per month."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
814,649 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
25%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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...
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 ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
Ask a question
Earn 20 points
 

Comparisons

No data available
 

Overview

 

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    
Nokia, American Lung Association, Fujifilm, NBA, Comcast
Find out what your peers are saying about ServiceNow vs. TeamSupport and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.