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Compare Dynamics 365 Customer Service and ServiceNow IT Service Management 
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At a Glance
Market Segments
Mid-Market (55.6% of reviews)
Enterprise (74.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Dynamics 365 Customer Service
Star Rating
(31)4.4 out of 5
Market Segments
Mid-Market (55.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceServiceNow IT Service Management
Star Rating
(1,198)4.4 out of 5
Market Segments
Enterprise (74.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementDynamics 365 Customer Service vs ServiceNow IT Service Management
When assessing the two solutions, reviewers found ServiceNow IT Service Management easier to use, set up, and administer. Reviewers also preferred doing business with ServiceNow IT Service Management overall.
- Reviewers felt that ServiceNow IT Service Management meets the needs of their business better than Dynamics 365 Customer Service.
- When comparing quality of ongoing product support, reviewers felt that ServiceNow IT Service Management is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of ServiceNow IT Service Management over Dynamics 365 Customer Service.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableServiceNow IT Service Management
No pricing availableFree Trial
Dynamics 365 Customer Service
No trial information availableServiceNow IT Service Management
No trial information availableRatings
Meets Requirements
8.5
20
8.9
769
Ease of Use
7.9
20
8.5
988
Ease of Setup
7.4
9
8.1
549
Ease of Admin
7.7
8
8.6
296
Quality of Support
8.4
19
8.5
697
Has the product been a good partner in doing business?
8.6
6
8.8
292
Product Direction (% positive)
8.2
19
8.8
747
Features by Category
Ticket and Case Management
8.2
10
|
Verified
Not enough data
8.3
10
|
Verified
Not enough data
8.8
10
|
Verified
Not enough data
8.9
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
8.2
10
Not enough data
8.7
9
|
Verified
Not enough data
8.5
10
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.3
10
|
Verified
Not enough data
8.7
10
Not enough data
8.3
9
|
Verified
Not enough data
8.0
10
Not enough data
8.5
10
|
Verified
Not enough data
Platform
8.3
6
Not enough data
8.9
6
|
Verified
Not enough data
9.0
7
|
Verified
Not enough data
8.3
7
|
Verified
Not enough data
8.5
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
Administration
Not enough data
9.0
230
|
Verified
Not enough data
8.7
220
|
Verified
Not enough data
8.8
231
|
Verified
Service Desk
Not enough data
9.1
239
|
Verified
Not enough data
9.2
240
|
Verified
Not enough data
9.0
231
|
Verified
Management
Not enough data
8.9
221
|
Verified
Not enough data
8.9
210
|
Verified
Not enough data
8.8
212
|
Verified
Not enough data
8.8
207
|
Verified
Not enough data
8.5
196
Functionality
Not enough data
9.3
227
|
Verified
Not enough data
8.8
217
Not enough data
8.7
217
|
Verified
Not enough data
8.9
216
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
7.3
41
Not enough data
7.5
40
Not enough data
7.6
41
Not enough data
7.4
40
Not enough data
7.4
40
Not enough data
7.0
40
Not enough data
7.4
41
Monitoring
Not enough data
8.9
220
|
Verified
Not enough data
9.1
229
|
Verified
Not enough data
9.1
232
|
Verified
Not enough data
7.5
29
Management Tools
Not enough data
9.2
232
|
Verified
Not enough data
9.0
226
Not enough data
8.7
217
|
Verified
Generative AI
Not enough data
8.3
104
Not enough data
8.3
119
Agentic AI - Incident Management
Not enough data
7.1
25
Not enough data
7.1
25
Not enough data
7.5
25
Not enough data
7.2
24
Not enough data
7.6
24
Not enough data
7.4
24
Not enough data
7.5
25
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Internal Use
8.9
6
|
Verified
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.9
15
Not enough data
8.2
13
Not enough data
8.1
12
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
Self-Service Platform
8.9
6
Not enough data
9.4
6
Not enough data
8.3
7
Not enough data
8.6
6
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Not enough data
9.0
300
Not enough data
8.9
299
Not enough data
9.1
305
Not enough data
8.7
294
Not enough data
8.7
287
Reporting
Not enough data
8.7
298
Not enough data
8.7
276
Not enough data
8.5
171
Access & Usability
Not enough data
8.0
233
Not enough data
8.7
286
Not enough data
8.5
254
Not enough data
8.8
163
Agentic AI - Service Desk
Not enough data
7.5
17
Not enough data
7.7
17
Not enough data
8.2
17
Not enough data
7.7
17
Not enough data
8.3
17
Not enough data
7.4
17
Not enough data
7.5
17
Categories
Categories
Shared Categories
Dynamics 365 Customer Service and ServiceNow IT Service Management share no categories
Unique Categories
Dynamics 365 Customer Service is categorized as Help Desk, Customer Self-Service, Live Chat, and Digital Customer Service Platforms
ServiceNow IT Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Configuration Management, and Service Desk
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Wholesale
3.7%
Other
51.9%
Information Technology and Services
27.0%
Computer Software
7.4%
Hospital & Health Care
7.2%
Financial Services
5.4%
Computer & Network Security
3.6%
Other
49.5%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
What is the ServiceNow now platform?
2 Comments
SC
ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) solutions. The...Read more
What is ServiceNow IT Service Management used for?
2 Comments
RS
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations....Read more
Asset Tracking
1 Comment
RK
There are 2 ways to do this:
Buying subscription for ServiceNow Discovery and setting up the environment for setup as per schema as well as maintaining the...Read more
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