# ServiceNow Customer Service Management vs Vivantio Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow Customer Service Management excels in centralizing customer support operations, making it easier for teams to manage cases and automate workflows. Users appreciate how it improves communication between support teams and customers, highlighting its seamless integration and efficiency.
- **Users say** that Vivantio offers a highly intuitive and user-friendly experience, with many praising its straightforward setup and robust incident management capabilities. Reviewers mention that it effectively aligns IT services, creating a collaborative environment for customer service.
- **According to verified reviews** , ServiceNow's Advanced Work Assignment feature is a gamechanger for team efficiency, allowing users to stick to out-of-the-box functionality without encountering bugs. This reliability is a significant advantage for organizations looking for a stable solution.
- **Reviewers mention** that while Vivantio is praised for its customization options and workflow automation, some users have noted challenges in matching specific workflow needs, indicating that configuration can be a bit complex for certain organizations.
- **G2 reviewers highlight** that Vivantio's quality of support stands out, with users rating it highly for responsiveness and helpfulness. This level of support can be crucial for businesses that require ongoing assistance and guidance in their customer service operations.
- **Users report** that ServiceNow Customer Service Management has a slight edge in overall satisfaction, reflected in its higher G2 Score. However, Vivantio's strong performance in ease of use and setup suggests it may be a better fit for mid-market companies looking for a straightforward solution.



| | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 482 | 295 | 
| **Largest Market Segment** | Enterprise (53.7% of reviews) | Mid-Market (57.5% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $59.00 1 Agent License Per Month | 

---
## Top Pros & Cons

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

### Vivantio

Pros:
- Efficiency (25 reviews)
- Customizability (23 reviews)

Cons:
- Improvement Needed (11 reviews)
- Poor Performance (8 reviews)

---
## Ratings Comparison
| Rating | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
  | **Meets Requirements** | 8.7 (232 reviews) | 8.7 (274 reviews) | 
  | **Ease of Use** | 8.5 (347 reviews) | 8.6 (275 reviews) | 
  | **Ease of Setup** | 8.0 (212 reviews) | 8.1 (143 reviews) | 
  | **Ease of Admin** | 8.4 (92 reviews) | 8.4 (143 reviews) | 
  | **Quality of Support** | 8.4 (284 reviews) | 9.0 (252 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (94 reviews) | 8.9 (137 reviews) | 
  | **Product Direction (% positive)** | 9.1 (228 reviews) | 9.1 (269 reviews) | 

---
## Pricing

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Vivantio

#### Entry-Level Pricing

Plan: Feature-inclusive, fully configurable service platform

Price: Starting at $59.00 1 Agent License Per Month

Description: Access to the Vivantio Platform always includes: 1) every available feature, 2) your choice of data centers, 3) in-house professional services, 4) a Customer Success Manager, 5) US and UK telephone, email, and self-service support.

Pricing varies based on number of licenses:
500 system users - $59 per named license / $89 per concurrent license;
200 users - $69 / $104;
100 users - $78 / $118;
50 users - $83 / $125;
25 users - $91 / $137;
15 users - $95 / $143;
5 users - $99 / $149 

Key Features:
- Unlimited configurable ticket types
- Task management
- Client, asset & knowledge management

[Learn more about Vivantio](https://www.g2.com/products/vivantio/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.3/10 | 114 |
| **Vivantio** | 8.1/10 | 150 |

#### Ticket and Case Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (81 reviews) ✓ Verified | 8.8 (140 reviews) | 
| **Ticket response user experience** | 8.8 (82 reviews) ✓ Verified | 8.6 (139 reviews) | 
| **Workflow** | 8.8 (84 reviews) ✓ Verified | 8.5 (133 reviews) | 
| **Response Automation** | 8.4 (73 reviews) | 8.6 (131 reviews) | 
| **SLA Management** | 8.7 (74 reviews) ✓ Verified | 8.7 (135 reviews) | 
| **Attachments/Screencasts** | 8.5 (72 reviews) ✓ Verified | 8.6 (134 reviews) | 
| **Ticket Collaboration** | 8.9 (74 reviews) ✓ Verified | 8.6 (131 reviews) | 
| **Customer and Contacts Database** | 8.8 (71 reviews) ✓ Verified | 8.3 (124 reviews) | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | 7.6 (39 reviews) | 7.5 (66 reviews) | 
| **AI Text Summarization** | 7.4 (39 reviews) | 7.6 (66 reviews) | 

#### Agentic AI - Help Desk

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (30 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.7 (29 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (30 reviews) | Not enough data | 

#### Communication Channels

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Customer Portal** | 8.7 (73 reviews) ✓ Verified | 8.4 (129 reviews) | 
| **Email to Case** | 8.8 (72 reviews) ✓ Verified | 8.7 (135 reviews) | 
| **Chat/Live Support** | 8.3 (63 reviews) ✓ Verified | 7.3 (81 reviews) | 
| **Social Integration** | 7.6 (59 reviews) ✓ Verified | 7.0 (81 reviews) | 
| **Voice** | 7.9 (58 reviews) ✓ Verified | 7.1 (77 reviews) | 

#### Platform

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Mobile User Support** | 7.5 (61 reviews) ✓ Verified | 7.5 (100 reviews) | 
| **Customization ** | 8.3 (70 reviews) ✓ Verified | 8.1 (117 reviews) | 
| **User, Role, and Access Management** | 8.7 (74 reviews) ✓ Verified | 8.5 (122 reviews) | 
| **Integration** | 8.5 (72 reviews) ✓ Verified | 7.8 (108 reviews) | 
| **Reporting** | 8.6 (70 reviews) ✓ Verified | 8.0 (125 reviews) | 
| **Dashboards** | 8.7 (73 reviews) ✓ Verified | 8.3 (125 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | 8.5/10 | 51 |

#### Administration

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Change Management** | Not enough data | 8.6 (38 reviews) | 
| **Asset Management** | Not enough data | 8.0 (39 reviews) | 
| **Reports & Analytics** | Not enough data | 8.2 (48 reviews) | 

#### Service Desk

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Help Desk** | Not enough data | 8.8 (48 reviews) | 
| **Incident Reports** | Not enough data | 8.8 (49 reviews) | 
| **Process Workflow** | Not enough data | 8.3 (47 reviews) | 

#### Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Reporting** | Not enough data | 8.3 (47 reviews) | 
| **Administration Console** | Not enough data | 8.8 (45 reviews) | 
| **Access Management** | Not enough data | 8.9 (39 reviews) | 
| **Asset Management** | Not enough data | 8.5 (37 reviews) | 
| **Policy Dictation** | Not enough data | 8.5 (29 reviews) | 

#### Functionality

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Ticketing System** | Not enough data | 8.8 (49 reviews) | 
| **Performance Logging** | Not enough data | 8.8 (41 reviews) | 
| **Alerting** | Not enough data | 8.6 (40 reviews) | 
| **Automation** | Not enough data | 8.1 (45 reviews) | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **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 | 

### HR Service Delivery

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Customization

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **HR Integrations** | Not enough data | Not enough data | 

#### HR Content

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Knowledge Management** | Not enough data | Not enough data | 
| **Content Delivery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 

#### Logistics

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **Employee Portal** | Not enough data | Not enough data | 
| **AI ** | Not enough data | Not enough data | 

#### Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Ticketing Platform** | Not enough data | Not enough data | 
| **Single Sign-On** | Not enough data | Not enough data | 
| **Business Process Management** | Not enough data | Not enough data | 
| **Self-Service** | Not enough data | Not enough data | 
| **Dashboard & Reporting** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Administration

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Channels

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Usability

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Quality Assurance

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Channels

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Voice** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Web Chat** | Not enough data | Not enough data | 
| **Mobile SMS** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Session Routing** | Not enough data | Not enough data | 
| **Session Queuing** | Not enough data | Not enough data | 
| **Concurrent Calling** | Not enough data | Not enough data | 
| **Speech Analytics** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Inbound Screen Pop** | Not enough data | Not enough data | 
| **Persistent Data** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Session Summary Notes** | Not enough data | Not enough data | 
| **Administrator Access** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | 6.3/10 | 5 |

#### Asset Inventory

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **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 | 

#### Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | 6.3 (5 reviews) | 
| **Integrations** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.1/10 | 31 |
| **Vivantio** | N/A | N/A |

#### Workforce Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Agent Availability** | 8.2 (26 reviews) | Not enough data | 
| **Skills Management** | 8.2 (25 reviews) | Not enough data | 
| **Shift Scheduling** | 8.2 (25 reviews) | Not enough data | 
| **Agent Self-Service** | 8.0 (23 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (21 reviews) | Not enough data | 

#### Administration

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Automation** | 8.5 (26 reviews) | Not enough data | 
| **Performance Analysis** | 8.5 (26 reviews) | Not enough data | 
| **Dashboards** | 8.1 (27 reviews) | Not enough data | 
| **Forecasting** | 7.9 (23 reviews) | Not enough data | 
| **Intraday Management** | 8.0 (24 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.6/10 | 11 |
| **Vivantio** | N/A | N/A |

#### Conversational Platform

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Personalization** | 8.7 (9 reviews) | Not enough data | 
| **Omnichannel** | 8.8 (7 reviews) | Not enough data | 
| **Contextual Engagement** | 9.0 (7 reviews) | Not enough data | 
| **Proactive Engagement** | 8.8 (8 reviews) | Not enough data | 

#### Support Automation

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Intelligent Routing** | 8.6 (7 reviews) | Not enough data | 
| **Seamless Escalation** | 9.3 (7 reviews) | Not enough data | 
| **Transcripts** | 7.9 (7 reviews) | Not enough data | 
| **Self-Serve Support** | 7.7 (8 reviews) | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | 8.6 (6 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (6 reviews) | Not enough data | 

### HR Case Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Investigation

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Separate Workflows** | Not enough data | Not enough data | 
| **Anonymity** | Not enough data | Not enough data | 
| **Documentation** | Not enough data | Not enough data | 
| **Confidentiality** | Not enough data | Not enough data | 

#### Access

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Integration** | Not enough data | Not enough data | 
| **Assignment** | Not enough data | Not enough data | 
| **Collaborative** | Not enough data | Not enough data | 

#### Employee Experience

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Policy** | Not enough data | Not enough data | 
| **Multi-channel** | Not enough data | Not enough data | 
| **Cross-platform** | Not enough data | Not enough data | 

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.4/10 | 139 |
| **Vivantio** | N/A | N/A |

#### Customer Support

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Text** | 8.9 (40 reviews) | Not enough data | 
| **Speech** | 7.8 (20 reviews) | Not enough data | 
| **Knowledge Base** | 8.7 (33 reviews) | Not enough data | 

#### Automation

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Ticket Resolution** | 9.4 (50 reviews) | Not enough data | 
| **Customization** | 7.4 (63 reviews) | Not enough data | 
| **Intelligent Routing** | 8.7 (33 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Learning** | 8.3 (26 reviews) | Not enough data | 
| **Language** | 8.7 (19 reviews) | Not enough data | 
| **Conversational AI** | 8.1 (30 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.5/10 | 83 |
| **Vivantio** | N/A | N/A |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | 8.5 (10 reviews) | Not enough data | 
| **AI Text Summarization** | 8.3 (10 reviews) | Not enough data | 
| **AI Text-to-Speech** | 8.5 (9 reviews) | Not enough data | 

#### Communication

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Pop-up Chat** | 8.3 (27 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.8 (25 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.5 (27 reviews) | Not enough data | 
| **In-App Messaging** | 8.3 (25 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (25 reviews) | Not enough data | 

####  Internal Use

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Customization ** | 8.3 (70 reviews) ✓ Verified | 8.1 (117 reviews) | 
| **Conversation Archiving** | 8.6 (25 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (24 reviews) | Not enough data | 
| **Knowledge Base** | 8.9 (27 reviews) | Not enough data | 
| **Team Inbox ** | 8.5 (27 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.5 (25 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.7/10 | 61 |
| **Vivantio** | 8.1/10 | 82 |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Summarization** | 7.3 (24 reviews) | 7.9 (47 reviews) | 

#### Self-Service Experience

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Knowledge Base** | 8.2 (51 reviews) | 8.0 (70 reviews) | 
| **Searchable Articles** | 8.0 (46 reviews) | 8.0 (72 reviews) | 
| **Community Forums** | 7.7 (45 reviews) | 8.1 (58 reviews) | 
| **Mobile Optimization** | 6.8 (43 reviews) | 7.9 (57 reviews) | 
| **Personalization** | 8.0 (47 reviews) | 8.1 (75 reviews) | 

#### Self-Service Platform

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Branding** | 8.2 (48 reviews) | 8.3 (72 reviews) | 
| **Automation** | 8.1 (47 reviews) | 8.4 (70 reviews) | 
| **Artificial Intelligence** | 7.7 (45 reviews) | 7.5 (53 reviews) | 
| **Integrations** | 8.3 (49 reviews) | 8.3 (65 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Autonomous Task Execution** | 7.0 (19 reviews) | Not enough data | 
| **Multi-step Planning** | 7.4 (18 reviews) | Not enough data | 
| **Cross-system Integration** | 7.6 (18 reviews) | Not enough data | 
| **Adaptive Learning** | 7.4 (18 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (19 reviews) | Not enough data | 
| **Proactive Assistance** | 7.7 (18 reviews) | Not enough data | 
| **Decision Making** | 7.4 (18 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |
| **Vivantio** | N/A | N/A |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Mentions** | Feature Not Available | Not enough data | 
| **Tickets** | 9.3 (9 reviews) | Not enough data | 
| **Macros** | 7.2 (6 reviews) | Not enough data | 

#### Channels

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Email** | 9.3 (7 reviews) | Not enough data | 
| **Social** | 7.8 (6 reviews) | Not enough data | 
| **Live Chat** | 7.5 (6 reviews) | Not enough data | 
| **Phone** | 7.2 (6 reviews) | Not enough data | 
| **Text** | 7.6 (7 reviews) | Not enough data | 

#### Insight

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Surveys** | 7.1 (7 reviews) | Not enough data | 
| **Reporting** | 6.7 (7 reviews) | Not enough data | 
| **Visitor Activity** | 7.9 (7 reviews) | Not enough data | 
| **Help Desk** | 8.3 (8 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | 8.1/10 | 11 |
| **Vivantio** | N/A | N/A |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | 8.2 (11 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (9 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | N/A | N/A |

#### Generative AI

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow Customer Service Management** | N/A | N/A |
| **Vivantio** | 8.2/10 | 156 |

#### Incident Management

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.5 (133 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.8 (148 reviews) | 
| **Ticket Notifications** | Not enough data | 8.7 (155 reviews) | 
| **Knowledge Base** | Not enough data | 8.1 (132 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.1 (126 reviews) | 

#### Reporting

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Dashboards** | Not enough data | 8.3 (150 reviews) | 
| **Time Tracking** | Not enough data | 8.2 (139 reviews) | 
| **Surveys** | Not enough data | 8.0 (117 reviews) | 

#### Access & Usability

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Mobile** | Not enough data | 7.4 (110 reviews) | 
| **Self Service** | Not enough data | 8.4 (142 reviews) | 
| **Active Directory** | Not enough data | 8.5 (119 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.2 (106 reviews) | 

#### Agentic AI - Service Desk

| Feature | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (3):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to ServiceNow Customer Service Management (11):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)

**Unique to Vivantio (5):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [HR Service Delivery Software](https://www.g2.com/categories/hr-service-delivery), [HR Case Management Software](https://www.g2.com/categories/hr-case-management)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow Customer Service Management | Vivantio | 
|---|---|---|
| **Small-Business** | 11.8% | 14.3% | 
| **Mid-Market** | 34.4% | 57.5% | 
| **Enterprise** | 53.7% | 28.2% | 

### By Industry

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 34.1%
- **Telecommunications:** 4.9%
- **Financial Services:** 4.9%
- **Computer Software:** 4.1%
- **Hospital & Health Care:** 3.5%
- **Consulting:** 3.3%
- **Computer & Network Security:** 3.0%
- **Banking:** 2.7%
- **Consumer Services:** 2.7%
- **Retail:** 2.7%
- **Other:** 34.1%

#### Vivantio

- **Information Technology and Services:** 19.0%
- **Outsourcing/Offshoring:** 14.3%
- **Telecommunications:** 7.5%
- **Consumer Services:** 3.4%
- **Facilities Services:** 3.4%
- **Hospital & Health Care:** 3.4%
- **Computer Software:** 3.1%
- **Financial Services:** 3.1%
- **Non-Profit Organization Management:** 2.7%
- **Computer & Network Security:** 2.4%
- **Other:** 37.8%

---
## Alternatives

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7001 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7794 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (751 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Vivantio

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1341 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7001 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (810 reviews)

---
## Top Discussions

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

### Vivantio

- Title: [Are there any plans for a mobile app?](https://www.g2.com/discussions/are-there-any-plans-for-a-mobile-app) — 3 comments, 1 upvote
  > **Top comment:** "Hi Wayne,

Thank you for reaching out to us and although we currently have no plans for a Mobile Application on our 2022 Product Roadmap our FLEX UI was..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/servicenow-customer-service-management-vs-vivantio)