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# Dynamics 365 Customer Service vs ServiceNow IT Service Management Comparison - What are their main differences?

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Microsoft Dynamics 365 Customer ServiceServiceNow IT Service...[+ Add Product](#)

Reviews

**Dynamics 365 Customer Service** [

4.4/5(32)

](https://www.g2.com/products/dynamics-365-customer-service/reviews#reviews)

**ServiceNow IT Service Management** [

4.5/5(2,006)

](https://www.g2.com/products/servicenow-it-service-management/reviews#reviews)

Pricing

**Dynamics 365 Customer Service**
No pricing available

**ServiceNow IT Service Management**
No pricing available

**Pricing Insights**
from reviews

Time to Implement

**Dynamics 365 Customer Service**
7 months

Based on 5 responses

**ServiceNow IT Service Management**
5 monthsFaster

Based on 20 responses

Return on Investment

**Dynamics 365 Customer Service**
Not enough reviews yet

**ServiceNow IT Service Management**
13 months

Based on 18 responses

Perceived Cost

**Dynamics 365 Customer Service**
Not enough reviews yet

**ServiceNow IT Service Management**
$$$$$

Average Discount

**Dynamics 365 Customer Service**
Not enough reviews yet

**ServiceNow IT Service Management**
15%

 ![Dynamics 365 Customer Service](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_d2f0a0ea98763ba63746cc59f2377be9/dynamics-365-customer-service.png "Dynamics 365 Customer Service")

 ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")

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Pros & Cons

**Dynamics 365 Customer Service**
[
Automation (2)
](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2167153&qs=pros-and-cons#reviews)[
Ease of Use (2)
](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465245&qs=pros-and-cons#reviews)[
Limited Customization (2)
](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=1465143&qs=pros-and-cons#reviews)[
Limited Functionality (2)
](https://www.g2.com/products/dynamics-365-customer-service/reviews?filters%5Bsentiment_snippet%5D=2282981&qs=pros-and-cons#reviews)

**ServiceNow IT Service Management**
[
Ease of Use (168)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1546751&qs=pros-and-cons#reviews)[
Incident Management (112)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1549440&qs=pros-and-cons#reviews)[
Learning Curve (72)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1548368&qs=pros-and-cons#reviews)[
Expensive (60)
](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1547869&qs=pros-and-cons#reviews)

Integrations

**Dynamics 365 Customer Service**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image")

NiCE CXone

](https://www.g2.com/products/nice-cxone/reviews)[
View all
](https://www.g2.com/products/dynamics-365-customer-service/integrations)

**ServiceNow IT Service Management**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_cd2b351740dc3fc7b599e9bff74168d3/accreditation-manager.png "Product Avatar Image")

Accreditation Manager

](https://www.g2.com/products/accreditation-manager/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image")

ActiveDirectory Domain...

](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3ecdf4b29d13e918625a439cb01a06b2/aria-aria.png "Product Avatar Image")

Aria

](https://www.g2.com/products/aria-aria/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_504423766e296a0eeef13491cb738385/aws-cloud-development-kit-aws-cdk.png "Product Avatar Image")

AWS Cloud Development Kit...

](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews)[
View all
](https://www.g2.com/products/servicenow-it-service-management/integrations)

Screenshots

**Dynamics 365 Customer Service**
No screenshot available

**ServiceNow IT Service Management**
 ![ServiceNow IT Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1738738/servicenow-l1-service-desk-ai-specialist.png)

Ratings

Meets Requirements

**Dynamics 365 Customer Service**

8.5

8.520

**ServiceNow IT Service Management**

8.9

8.9939

Ease of Use

**Dynamics 365 Customer Service**

7.9

7.920

**ServiceNow IT Service Management**

8.5

8.51,461

Ease of Setup

**Dynamics 365 Customer Service**

7.4

7.49

**ServiceNow IT Service Management**

8.2

8.2791

Ease of Admin

**Dynamics 365 Customer Service**

7.7

7.78

**ServiceNow IT Service Management**

8.6

8.6349

Quality of Support

**Dynamics 365 Customer Service**

8.4

8.419

**ServiceNow IT Service Management**

8.6

8.61,069

Has the product been a good partner in doing business?

**Dynamics 365 Customer Service**

8.6

8.66

**ServiceNow IT Service Management**

8.8

8.8344

Product Direction (% positive)

**Dynamics 365 Customer Service**

8.2

8.219

**ServiceNow IT Service Management**

8.9

8.9935

Features

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

Not enough data

8.8

767

Administration

Change Management

Not enough data

9.2(won by default)

355

|

Verified

Asset Management

Not enough data

8.8(won by default)

265

|

Verified

Reports & Analytics

Not enough data

8.9(won by default)

336

|

Verified

Knowledge Management

Not enough data

9.0(won by default)

5

Task Management

Not enough data

9.4(won by default)

9

Service Request Management

Not enough data

9.9(won by default)

20

Configuration Management

Not enough data

8.3(won by default)

6

Ticket Management

Not enough data

9.5(won by default)

31

Workflow Management

Not enough data

8.6(won by default)

22

Problem Management

Not enough data

9.6(won by default)

13

Incident Management

Not enough data

9.8(won by default)

28

Support Ticket Management

Not enough data

9.7(won by default)

5

Knowledge Base Management

Not enough data

8.7(won by default)

5

IT Asset Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

Not enough data

9.4(won by default)

416

|

Verified

Incident Reports

Not enough data

9.3(won by default)

333

|

Verified

Process Workflow

Not enough data

9.1(won by default)

384

|

Verified

Customizable Reports

Not enough data

Not enough data

Management

Reporting

Not enough data

9.0(won by default)

334

|

Verified

Administration Console

Not enough data

8.6(won by default)

249

|

Verified

Asset Management

Not enough data

8.9(won by default)

246

|

Verified

Policy Dictation

Not enough data

8.4(won by default)

224

Access Management

Not enough data

8.8(won by default)

245

|

Verified

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

Not enough data

9.5(won by default)

439

|

Verified

Performance Logging

Not enough data

8.7(won by default)

228

Alerting

Not enough data

8.7(won by default)

236

|

Verified

Automation

Not enough data

9.1(won by default)

370

|

Verified

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

7.6(won by default)

56

Multi-step Planning

Not enough data

7.6(won by default)

48

Cross-system Integration

Not enough data

8.8(won by default)

144

Adaptive Learning

Not enough data

7.5(won by default)

47

Natural Language Interaction

Not enough data

7.5(won by default)

51

Proactive Assistance

Not enough data

7.3(won by default)

51

Decision Making

Not enough data

7.7(won by default)

52

Third-Party Integrations

Not enough data

8.1(won by default)

7

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Activity Dashboard

Not enough data

10.0(won by default)

5

Collaboration Tools

Not enough data

10.0(won by default)

6

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);)

8.4

17

Not enough data

Generative AI

AI Text Summarization

Not enough data

Not enough data

Self-Service Experience

Knowledge Base

8.9(won by default)

15

Not enough data

Searchable Articles

8.2(won by default)

13

Not enough data

Community Forums

8.1(won by default)

12

Not enough data

Mobile Optimization

7.8(won by default)

6

Not enough data

Personalization

7.8(won by default)

6

Not enough data

Self-Service Platform

Branding

8.9(won by default)

6

Not enough data

Automation

9.4(won by default)

6

Not enough data

Artificial Intelligence

8.3(won by default)

7

Not enough data

Integrations

8.6(won by default)

6

Not enough data

Agentic AI - Customer Self-Service

Autonomous Task Execution

Not enough data

Not enough data

Multi-step Planning

Not enough data

Not enough data

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);)

Not enough data

8.3

323

Monitoring

Constant Monitoring

Not enough data

8.9(won by default)

227

|

Verified

Timely Alerts

Not enough data

9.1(won by default)

245

|

Verified

TIcket Accuracy

Not enough data

9.1(won by default)

249

|

Verified

AI Monitoring

Not enough data

7.7(won by default)

33

Mobile Alerts

Not enough data

Not enough data

Email Alerts

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Management Tools

Ticket Assignment

Not enough data

9.2(won by default)

254

|

Verified

Standardization

Not enough data

9.1(won by default)

253

Lifecycle Visualization

Not enough data

8.7(won by default)

237

|

Verified

Generative AI

AI Text Generation

Not enough data

8.3(won by default)

108

AI Text Summarization

Not enough data

8.3(won by default)

126

Generative AI

Not enough data

Not enough data

Agentic AI - Incident Management

Autonomous Task Execution

Not enough data

7.3(won by default)

27

Multi-step Planning

Not enough data

7.4(won by default)

28

Cross-system Integration

Not enough data

8.0(won by default)

34

Adaptive Learning

Not enough data

7.6(won by default)

28

Natural Language Interaction

Not enough data

7.8(won by default)

27

Proactive Assistance

Not enough data

7.9(won by default)

30

Decision Making

Not enough data

7.9(won by default)

30

Third-Party Integrations

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Alerts/Notifications

Not enough data

Not enough data

Forms Management

Not enough data

Not enough data

Safety Incident Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

OSHA Compliance

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Disaster Recovery

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Corrective and Preventive Actions (CAPA)

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Issue Management

Not enough data

Not enough data

Communications Management

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

IT Incident Management

Not enough data

Not enough data

Audit Management

Not enough data

Not enough data

Event Logs

Not enough data

Not enough data

Risk Analysis

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Risk Assessment

Not enough data

Not enough data

Incident Reporting

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Reminders

Not enough data

Not enough data

On Call Scheduling

Not enough data

Not enough data

Investigation Management

Not enough data

Not enough data

Maintenance Scheduling

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);)

8.5

13

Not enough data

Ticket and Case Management

Ticket Creation User Experience

8.2(won by default)

10

|

Verified

Not enough data

Workflow

8.8(won by default)

10

|

Verified

Not enough data

Automated Response

8.9(won by default)

9

|

Verified

Not enough data

Service Level Agreement (SLA) Management

8.7(won by default)

9

|

Verified

Not enough data

Attachments/Screencasts

8.2(won by default)

10

Not enough data

Ticket Collaboration

8.7(won by default)

9

|

Verified

Not enough data

Customer/Contact Database

8.5(won by default)

10

|

Verified

Not enough data

Ticket Response User Experience

8.3(won by default)

10

|

Verified

Not enough data

Workflow Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Call Center Management

Not enough data

Not enough data

Queue Management

Not enough data

Not enough data

Inbox Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Help Desk

Autonomous Task Execution

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Communication Channels

Customer Portal

8.3(won by default)

10

|

Verified

Not enough data

Email to Case

8.7(won by default)

10

Not enough data

Live Chat Support

8.3(won by default)

9

|

Verified

Not enough data

Social Media Integration

8.0(won by default)

10

Not enough data

Voice

8.5(won by default)

10

|

Verified

Not enough data

Video Chat

Not enough data

Not enough data

Platform

Reporting

8.5(won by default)

9

|

Verified

Not enough data

Activity Dashboard

8.7(won by default)

9

|

Verified

Not enough data

Customization 

8.9(won by default)

6

|

Verified

Not enough data

User, Role, and Access Management

9.0(won by default)

7

|

Verified

Not enough data

Third-Party Integrations

8.3(won by default)

7

|

Verified

Not enough data

Mobile User Support

8.3(won by default)

6

Not enough data

Mobile Access

Not enough data

Not enough data

Additional Functionality

Automated Routing

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Gamification

Not enough data

Not enough data

Conversation Intelligence

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Key Performance Indicators

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Voice Recognition

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Task Automation

Not enough data

Not enough data

IVR

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Data Security

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

Not enough data

8.5

424

Incident Management

Automate Ticket Routing

Not enough data

9.1(won by default)

334

Ticket Prioritization

Not enough data

9.0(won by default)

329

Ticket Notifications

Not enough data

9.1(won by default)

336

Knowledge Base

Not enough data

8.8(won by default)

322

Knowledge Base/Ticket Integration

Not enough data

8.8(won by default)

307

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

Not enough data

8.8(won by default)

331

Time Tracking

Not enough data

8.8(won by default)

292

Surveys

Not enough data

8.5(won by default)

179

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

Not enough data

8.0(won by default)

240

Self Service

Not enough data

8.8(won by default)

308

Active Directory

Not enough data

8.5(won by default)

263

Multi-Channel Access

Not enough data

8.8(won by default)

167

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

Not enough data

8.2(won by default)

24

Multi-step Planning

Not enough data

8.2(won by default)

22

Cross-system Integration

Not enough data

8.7(won by default)

33

Adaptive Learning

Not enough data

8.0(won by default)

20

Natural Language Interaction

Not enough data

8.4(won by default)

18

Proactive Assistance

Not enough data

7.8(won by default)

20

Decision Making

Not enough data

7.9(won by default)

20

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Show 3 feature categories with incomplete data

Configuration Management[Hide 83 FeaturesShow 83 Features](javascript:void(0);)

Not enough data

Not enough data

Additional Functionality

Widgets

Not enough data

Not enough data

Impact Management

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

License Management

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Request Assignment

Not enough data

Not enough data

Help Desk Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

IT Asset Tracking

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Compliance Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Data Mapping

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Performance Monitoring

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Active Directory Integration

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Configurable Workflow

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Data Visualization

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Device Auto Discovery

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Relationship Mapping

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Vulnerability Scanning

Not enough data

Not enough data

Data Aggregation and Publishing

Not enough data

Not enough data

Cost Tracking

Not enough data

Not enough data

Template Management

Not enough data

Not enough data

Lifecycle Management

Not enough data

Not enough data

Historical Reporting

Not enough data

Not enough data

Monitoring

Not enough data

Not enough data

Configuration Automation

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

File Management

Not enough data

Not enough data

Status Tracking

Not enough data

Not enough data

Patch Management

Not enough data

Not enough data

Document Management

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Version Control

Not enough data

Not enough data

Task Progress Tracking

Not enough data

Not enough data

IT Cost Management

Not enough data

Not enough data

Archiving & Retention

Not enough data

Not enough data

Scheduling

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

User Management

Not enough data

Not enough data

Policy Management

Not enough data

Not enough data

Real-Time Analytics

Not enough data

Not enough data

Role-Based Permissions

Not enough data

Not enough data

Rules-Based Workflow

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Business Process Automation

Not enough data

Not enough data

Sarbanes-Oxley Compliance

Not enough data

Not enough data

Task Scheduling

Not enough data

Not enough data

Digital Customer Service Platforms[Hide 2 FeaturesShow 2 Features](javascript:void(0);)

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

Live Chat[Hide 44 FeaturesShow 44 Features](javascript:void(0);)

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

AI Text-to-Speech

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Communication

Pop-up Chat

Not enough data

Not enough data

Notifications

Not enough data

Not enough data

Targeted Emails

Not enough data

Not enough data

In-App Messaging

Not enough data

Not enough data

Co-Browsing

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Real-time Consumer-facing Chat

Not enough data

Not enough data

 Internal Use

Customization 

8.9(won by default)

6

|

Verified

Not enough data

Conversation Archiving

Not enough data

Not enough data

Lead Development

Not enough data

Not enough data

Knowledge Base

Not enough data

Not enough data

Team Inbox 

Not enough data

Not enough data

Customer Profiles

Not enough data

Not enough data

Additional Functionality

Real-Time Analytics

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Canned Responses

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Transfers/Routing

Not enough data

Not enough data

Geotargeting

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Transcripts/Chat History

Not enough data

Not enough data

Document Storage

Not enough data

Not enough data

Screen Sharing

Not enough data

Not enough data

Contact Management

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Offline Form

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

File Sharing

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![Dynamics 365 Customer Service](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_d2f0a0ea98763ba63746cc59f2377be9/dynamics-365-customer-service.png "Dynamics 365 Customer Service")](https://www.g2.com/products/dynamics-365-customer-service/reviews)

Dynamics 365 Customer Service

Small-Business(50 or fewer emp.)

14.3%

Mid-Market(51-1000 emp.)

53.6%

Enterprise(\> 1000 emp.)

32.1%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)

ServiceNow IT Service Management

Small-Business(50 or fewer emp.)

5.9%

Mid-Market(51-1000 emp.)

21.3%

Enterprise(\> 1000 emp.)

72.9%

Small-Business

(50 or fewer emp.)

14.3%

5.9%

Mid-Market

(51-1000 emp.)

53.6%

21.3%

Enterprise

(\> 1000 emp.)

32.1%

72.9%

Reviewers' Industry

[![Dynamics 365 Customer Service](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_d2f0a0ea98763ba63746cc59f2377be9/dynamics-365-customer-service.png "Dynamics 365 Customer Service")](https://www.g2.com/products/dynamics-365-customer-service/reviews)
Dynamics 365 Customer Service

Information Technology and Services

14.8%

Telecommunications

11.1%

Computer Software

11.1%

Banking

7.4%

Accounting

3.7%

Other

51.9%

[![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews)
ServiceNow IT Service Management

Information Technology and Services

24.1%

Hospital & Health Care

7.2%

Computer Software

6.8%

Financial Services

6.0%

Computer & Network Security

3.6%

Other

52.4%

Alternatives

**Dynamics 365 Customer Service Alternatives**

 ![Salesforce Service Cloud](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Salesforce Service Cloud")

[
Salesforce Service Cloud
](/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

 ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")

[
Zendesk for Customer Service
](/products/zendesk-for-customer-service/reviews)

 ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk")

[
Freshdesk
](/products/freshdesk/reviews)

 ![HubSpot Service Hub](https://images.g2crowd.com/uploads/product/hd_favicon/4197737e447f044e17be1a5ebb4ba193/hubspot-service-hub.svg "HubSpot Service Hub")

[
Service Hub
](/products/hubspot-service-hub/reviews)

**ServiceNow IT Service Management Alternatives**

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk")

[
SolarWinds Service Desk
](/products/solarwinds-service-desk/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)

## Dynamics 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.