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Compare Dynamics 365 Customer Service and ServiceNow IT Service Management

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Dynamics 365 Customer Service
Dynamics 365 Customer Service
(29)
4.5 out of 5
Dynamics 365 Customer Service
By Microsoft
ServiceNow IT Service Management
ServiceNow IT Service Management
(1,130)
4.4 out of 5
ServiceNow IT Service Management
By ServiceNow
At a Glance
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Star Rating
(29)4.5 out of 5
Market Segments
Mid-Market (56.0% of reviews)
Information
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer Service
ServiceNow IT Service Management
ServiceNow IT Service Management
Star Rating
(1,130)4.4 out of 5
Market Segments
Enterprise (74.2% of reviews)
Information
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service Management
Featured Products
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Customer Self-Service
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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.

  • Dynamics 365 Customer Service and ServiceNow IT Service Management both meet the requirements of our reviewers at a comparable rate.
  • 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 available
ServiceNow IT Service Management
No pricing available
Free Trial
Dynamics 365 Customer Service
No trial information available
ServiceNow IT Service Management
No trial information available
Ratings
Meets Requirements
8.9
18
8.9
716
Ease of Use
8.2
18
8.5
931
Ease of Setup
7.3
8
8.1
499
Ease of Admin
7.6
7
8.7
264
Quality of Support
8.4
18
8.5
645
Has the product been a good partner in doing business?
8.7
5
8.8
262
Product Direction (% positive)
8.6
17
8.7
694
Features by Category
Help DeskHide 24 FeaturesShow 24 Features
9.0
11
Not enough data
Ticket and Case Management
8.8
8
|
Verified
Not enough data
9.0
8
|
Verified
Not enough data
9.4
8
|
Verified
Not enough data
9.3
7
|
Verified
Not enough data
9.0
7
|
Verified
Not enough data
9.2
8
Not enough data
9.3
7
|
Verified
Not enough data
9.2
8
|
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
8.8
8
|
Verified
Not enough data
9.2
8
Not enough data
8.8
7
|
Verified
Not enough data
8.3
8
Not enough data
9.0
8
|
Verified
Not enough data
Platform
9.0
5
Not enough data
9.3
5
|
Verified
Not enough data
9.2
6
|
Verified
Not enough data
8.3
6
|
Verified
Not enough data
8.5
8
|
Verified
Not enough data
8.8
8
|
Verified
Not enough data
IT Service Management (ITSM) ToolsHide 22 FeaturesShow 22 Features
Not enough data
9.0
215
Administration
Not enough data
9.1
178
|
Verified
Not enough data
8.9
168
|
Verified
Not enough data
8.9
179
|
Verified
Service Desk
Not enough data
9.1
187
|
Verified
Not enough data
9.3
188
|
Verified
Not enough data
9.1
180
|
Verified
Management
Not enough data
8.9
170
|
Verified
Not enough data
8.9
159
|
Verified
Not enough data
9.0
161
|
Verified
Not enough data
9.0
156
|
Verified
Not enough data
8.8
146
Functionality
Not enough data
9.4
175
|
Verified
Not enough data
8.8
165
Not enough data
9.0
165
|
Verified
Not enough data
9.0
164
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
Incident ManagementHide 16 FeaturesShow 16 Features
Not enough data
8.9
230
Monitoring
Not enough data
9.0
194
|
Verified
Not enough data
9.1
203
|
Verified
Not enough data
9.1
207
|
Verified
Not enough data
9.3
5
Management Tools
Not enough data
9.2
207
|
Verified
Not enough data
9.0
201
Not enough data
8.7
192
|
Verified
Generative AI
Not enough data
8.7
79
Not enough data
8.6
95
Agentic AI - Incident Management
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
Live ChatHide 14 FeaturesShow 14 Features
Not enough data
Not enough data
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
9.3
5
|
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
Customer Self-ServiceHide 17 FeaturesShow 17 Features
8.9
16
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
9.0
14
Not enough data
8.5
12
Not enough data
8.5
11
Not enough data
9.0
5
Not enough data
9.0
5
Not enough data
Self-Service Platform
8.9
6
Not enough data
9.4
6
Not enough data
9.4
6
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
Digital Customer Service PlatformsHide 2 FeaturesShow 2 Features
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Service DeskHide 19 FeaturesShow 19 Features
Not enough data
8.7
321
Incident Management
Not enough data
9.0
283
Not enough data
9.0
282
Not enough data
9.1
288
Not enough data
8.7
277
Not enough data
8.7
270
Reporting
Not enough data
8.7
281
Not enough data
8.7
259
Not enough data
8.5
154
Access & Usability
Not enough data
8.0
217
Not enough data
8.7
270
Not enough data
8.5
238
Not enough data
8.8
147
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
Dynamics 365 Customer Service
Dynamics 365 Customer Service
ServiceNow IT Service Management
ServiceNow IT Service Management
Dynamics 365 Customer Service and ServiceNow IT Service Management share no categories
Unique Categories
Dynamics 365 Customer Service
Dynamics 365 Customer Service is categorized as Help Desk, Customer Self-Service, Live Chat, and Digital Customer Service Platforms
ServiceNow IT Service Management
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
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
12.0%
Mid-Market(51-1000 emp.)
56.0%
Enterprise(> 1000 emp.)
32.0%
ServiceNow IT Service Management
ServiceNow IT Service Management
Small-Business(50 or fewer emp.)
5.0%
Mid-Market(51-1000 emp.)
20.8%
Enterprise(> 1000 emp.)
74.2%
Reviewers' Industry
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Information Technology and Services
12.0%
Computer Software
12.0%
Telecommunications
8.0%
Banking
8.0%
Wholesale
4.0%
Other
56.0%
ServiceNow IT Service Management
ServiceNow IT Service Management
Information Technology and Services
27.4%
Hospital & Health Care
7.3%
Computer Software
7.2%
Financial Services
5.3%
Computer & Network Security
3.6%
Other
49.1%
Most Helpful Reviews
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Most Helpful Favorable Review
Verified User
G
Verified User in Banking

Customer Service has now become the topmost priority for any organization for its success and growth. Dynamics 365 Customer Service is one such application that enables an organization to quickly set up / configure/customize it as per their unique needs...

Most Helpful Critical Review
ME
Mark E.
Verified User in Banking

It's not that bad, pretty straight forward. The only thing is that there are a few bugs here and there. I would like it to be more reliable

ServiceNow IT Service Management
ServiceNow IT Service Management
Most Helpful Favorable Review
John C.
JC
John C.
Verified User in Higher Education

ServiceNow provides a very streamlined interface that can be accessed by my technicians from any browser on almost any device. This has increased the number of Incidents and Requests that we log, thus making our data that much more accurate and...

Most Helpful Critical Review
Verified User in Insurance
GI
Verified User in Insurance

Everything: ServiceNow has no idea about ITIL, they took ITIL and flipped it upside down. Their system is broken and doesn't work properly. Imagine you go to a car dealer to buy a new car. You pay the money and you get the keys. When you get outside to...

Alternatives
Dynamics 365 Customer Service
Dynamics 365 Customer Service Alternatives
Zendesk Support Suite
Zendesk Support Suite
Add Zendesk Support Suite
Salesforce Service Cloud
SF Service Cloud
Add Salesforce Service Cloud
Freshdesk
Freshdesk
Add Freshdesk
HubSpot Service Hub
Service Hub
Add HubSpot Service Hub
ServiceNow IT Service Management
ServiceNow IT Service Management Alternatives
Freshservice
Freshservice
Add Freshservice
Jira Service Management
Jira Service Management
Add Jira Service Management
SolarWinds Service Desk
SolarWinds Service Desk
Add SolarWinds Service Desk
ManageEngine ServiceDesk Plus
ManageEngine
Add ManageEngine ServiceDesk Plus
Discussions
Dynamics 365 Customer Service
Dynamics 365 Customer Service Discussions
Monty the Mongoose crying
Dynamics 365 Customer Service has no discussions with answers
See all discussions
ServiceNow IT Service Management
ServiceNow IT Service Management Discussions
What is the ServiceNow now platform?
2 comments
Satyajit C.
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
Asset Tracking
1 comment
Rajeev K.
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
aws solution architect training
1 comment
MB
GoodRead more
See all discussions
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Add Product
Dynamics 365 Customer Service
Dynamics 365 Customer Service
ServiceNow IT Service Management
ServiceNow IT Service Management