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Compare ServiceNow Customer Service Management and Spiceworks Cloud Help Desk 
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At a Glance
Market Segments
Enterprise (60.6% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
No pricing available
Free
ServiceNow Customer Service Management
Star Rating
(237)4.4 out of 5
Market Segments
Enterprise (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementSpiceworks Cloud Help Desk
Star Rating
(311)4.3 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Pros & Cons
Entry-Level Pricing
Free
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that ServiceNow Customer Service Management excels in overall user satisfaction, reflected in its higher G2 Score of 63.2 compared to Spiceworks Cloud Help Desk's score of 37.88. This suggests that users find ServiceNow to be a more reliable choice for their customer service needs.
- Users say that Spiceworks Cloud Help Desk offers a user-friendly experience, particularly highlighting its efficient ticket submission and tracking features. Many appreciate the free access and the supportive community, making it a great option for smaller teams or businesses.
- According to verified reviews, ServiceNow shines in its communication features and data management tools, which help businesses maintain consistent and professional customer support. Users have noted the effectiveness of its pre-built workflows that streamline service operations.
- Reviewers mention that Spiceworks Cloud Help Desk is particularly easy to set up and administer, with many users praising the intuitive onboarding process. This ease of implementation is a significant advantage for teams looking to get started quickly without extensive training.
- Users appreciate the robust reporting capabilities of Spiceworks, which provide valuable insights into ticketing trends and team performance. This feature is often highlighted as a key benefit for IT departments looking to improve their service delivery.
- G2 reviewers note that while ServiceNow offers a more comprehensive solution for larger enterprises, it may not be as accessible for smaller businesses due to its pricing structure. In contrast, Spiceworks provides a free option that appeals to mid-market users, making it a more budget-friendly choice.
Pricing
Entry-Level Pricing
ServiceNow Customer Service Management
No pricing availableSpiceworks Cloud Help Desk
Spiceworks Hosts It
Free
Hosted hassle-free in the cloud.
No installation and no hardware.
Free Trial
ServiceNow Customer Service Management
Free Trial is available
Spiceworks Cloud Help Desk
No trial information availableRatings
Meets Requirements
8.7
161
8.6
286
Ease of Use
8.4
178
8.7
287
Ease of Setup
7.9
117
8.7
215
Ease of Admin
8.4
78
8.8
217
Quality of Support
8.3
143
8.4
235
Has the product been a good partner in doing business?
8.5
80
8.9
176
Product Direction (% positive)
9.2
146
8.1
286
Features by Category
Ticket and Case Management
9.0
61
|
Verified
8.2
13
|
Verified
8.9
61
|
Verified
8.3
13
|
Verified
8.7
61
|
Verified
8.8
11
|
Verified
8.3
58
8.3
10
8.7
60
|
Verified
8.8
7
|
Verified
8.4
59
|
Verified
8.8
11
|
Verified
8.9
58
|
Verified
8.1
12
|
Verified
8.7
58
|
Verified
9.0
8
|
Verified
Generative AI
7.2
33
Not enough data
7.0
32
Not enough data
Agentic AI - Help Desk
7.3
22
Not enough data
7.3
22
Not enough data
7.3
22
Not enough data
Communication Channels
8.6
60
|
Verified
8.3
12
|
Verified
8.7
60
|
Verified
9.3
12
|
Verified
8.0
53
|
Verified
7.5
6
|
Verified
7.4
52
|
Verified
6.0
5
7.7
50
|
Verified
Feature Not Available
Platform
7.3
54
|
Verified
5.8
8
|
Verified
8.2
61
|
Verified
7.4
9
|
Verified
8.6
60
|
Verified
9.2
10
|
Verified
8.2
59
|
Verified
7.5
8
|
Verified
8.6
60
|
Verified
8.3
9
|
Verified
8.6
61
|
Verified
8.0
11
|
Verified
Workforce Management
8.1
25
Not enough data
8.2
25
Not enough data
8.1
24
Not enough data
8.0
23
Not enough data
7.8
21
Not enough data
Administration
8.5
25
Not enough data
8.7
26
Not enough data
8.3
26
Not enough data
8.1
23
Not enough data
8.0
23
Not enough data
Conversational Platform
8.6
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
8.6
6
Not enough data
Support Automation
8.3
6
Not enough data
9.2
6
Not enough data
7.5
6
Not enough data
7.2
6
Not enough data
Generative AI
8.3
5
Not enough data
8.3
5
Not enough data
Customer Support
7.9
13
Not enough data
7.1
12
Not enough data
8.2
13
Not enough data
Automation
8.7
13
Not enough data
8.3
13
Not enough data
8.3
13
Not enough data
Artificial Intelligence
8.5
13
Not enough data
8.2
12
Not enough data
8.1
12
Not enough data
Generative AI
8.5
10
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
Communication
8.3
24
|
Verified
Not enough data
8.9
23
|
Verified
Not enough data
8.5
24
Not enough data
8.4
23
Not enough data
8.2
23
Not enough data
Internal Use
8.2
61
|
Verified
7.4
9
|
Verified
8.6
23
|
Verified
Not enough data
8.3
21
Not enough data
8.9
24
Not enough data
8.5
24
|
Verified
Not enough data
8.5
24
|
Verified
Not enough data
Generative AI
6.9
21
Not enough data
Self-Service Experience
7.9
43
Not enough data
7.8
39
Not enough data
7.4
39
Not enough data
6.4
38
Not enough data
7.7
40
Not enough data
Self-Service Platform
8.0
42
Not enough data
8.0
41
Not enough data
7.6
39
Not enough data
8.0
41
Not enough data
Agentic AI - Customer Self-Service
6.6
15
Not enough data
7.0
15
Not enough data
7.2
15
Not enough data
7.1
15
Not enough data
7.3
15
Not enough data
7.2
15
Not enough data
7.1
15
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
6.9(won by default)
7
Not enough data
9.0(won by default)
7
Not enough data
7.3(won by default)
5
Not enough data
Channels
9.4(won by default)
6
Not enough data
7.7(won by default)
5
Not enough data
7.7(won by default)
5
Not enough data
7.3(won by default)
5
Not enough data
7.5(won by default)
6
Not enough data
Insight
7.2(won by default)
6
Not enough data
6.9(won by default)
6
Not enough data
7.8(won by default)
6
Not enough data
8.3(won by default)
7
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Not enough data
Feature Not Available
Not enough data
8.8
125
Not enough data
9.3
131
Not enough data
8.2
113
Not enough data
8.2
102
Reporting
Not enough data
8.6
127
Not enough data
8.4
107
Not enough data
Feature Not Available
Access & Usability
Not enough data
8.1
98
Not enough data
8.9
106
Not enough data
8.9
89
Not enough data
Feature Not Available
Agentic AI - Service Desk
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
Categories
Categories
Shared Categories
ServiceNow Customer Service Management and Spiceworks Cloud Help Desk are categorized as Help Desk
Unique Categories
ServiceNow Customer Service Management is categorized as Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, Live Chat, Contact Center Workforce, Customer Self-Service, and Conversational Support
Spiceworks Cloud Help Desk is categorized as Service Desk
Reviews
Reviewers' Company Size
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Spiceworks Cloud Help Desk
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
35.8%
Telecommunications
5.8%
Computer Software
5.8%
Financial Services
4.4%
Hospital & Health Care
4.0%
Other
44.2%
Information Technology and Services
17.9%
Education Management
8.5%
Higher Education
4.9%
Hospital & Health Care
4.6%
Computer Software
2.6%
Other
61.6%
Alternatives
Discussions
What is ServiceNow service management?
1 Comment
RK
Its one stop solution for handling your customer enquiries and making a smooth communication with themRead more
What is ServiceNow customer service management?
1 Comment
G2
It is one solution for all your customer queries Read more
I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?
4 Comments
DK
Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote...Read more
What is Spiceworks Cloud Help Desk used for?
1 Comment
AS
It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees Read more
Spiceworks Cloud Help Desk has no more discussions with answers
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