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ServiceNow vs Confluence Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Category Leaders

Confluence is a shared workspace to create and manage all your work. From product roadmaps to creative briefs, help your...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

0

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

121

5

4

3

2

1

70

45

6

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.4

2.3K

5

4

3

2

1

1,220

879

181

27

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.
One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm.
Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

Pros

This tool is an excellent knowledge base. This is the primary use for it that we have, and it does it perfectly.
It is a great great tool for creating documents like PRDs and Information Documents of Projects and then sharing with team members to view and collaborate.
Confluence is reliable and offers a good set of functionalities and features, the capacity to organize and edit documentation online is great.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Cons

Sometimes I have difficulties with formatting some of the tables as it is frustrating when it does not follow what you want it to do and it takes a while to correct the mistake.
Searching was severely handicapped, and no linking of documents was really feasible. There was also poor management of permissions.
Performance over the last 6 months has degraded and it's now really slow. The over-arching user management is really confused.
  • Vendor responds to reviews
  • Last review17 days ago
  • Vendor responds to reviews
  • Last review4 days ago

Key features

  • Total features66
  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audio File Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Brainstorming
  • Calendar Management
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Content Publishing Options
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Security
  • Data Visualization
  • Discussions / Forums
  • Document Capture
  • Document Classification
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Drag & Drop
  • Due Date Tracking
  • Email Management
  • Feedback Management
  • File Management
  • File Sharing
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Goal Management
  • Goal Setting / Tracking
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Idea Management
  • Idea Ranking
  • Ideation
  • Impact Management
  • Incident Management
  • Information Governance
  • Innovation Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Macros/Templated Responses
  • Milestone Tracking
  • Mind Maps
  • Mobile Access
  • Network Monitoring
  • Performance Metrics
  • Performance Monitoring
  • Planning Tools
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Project Planning
  • Project Planning/Scheduling
  • Project Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Editing
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Release Planning
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Assignment
  • Requirements Management
  • Resource Management
  • Rich Text Editor
  • Risk Management
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Stakeholder Defined Attributes
  • Status Tracking
  • Strategic Planning
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Traceability
  • Unified Directory
  • Version Control
  • Visualization
  • Workflow Configuration
  • Workflow Management
  • Total features82
  • @mentions
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audio File Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Brainstorming
  • Calendar Management
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Content Publishing Options
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Security
  • Data Visualization
  • Discussions / Forums
  • Document Capture
  • Document Classification
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Drag & Drop
  • Due Date Tracking
  • Email Management
  • Feedback Management
  • File Management
  • File Sharing
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Goal Management
  • Goal Setting / Tracking
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Idea Management
  • Idea Ranking
  • Ideation
  • Impact Management
  • Incident Management
  • Information Governance
  • Innovation Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Macros/Templated Responses
  • Milestone Tracking
  • Mind Maps
  • Mobile Access
  • Network Monitoring
  • Performance Metrics
  • Performance Monitoring
  • Planning Tools
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Project Planning
  • Project Planning/Scheduling
  • Project Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Editing
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Release Planning
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Assignment
  • Requirements Management
  • Resource Management
  • Rich Text Editor
  • Risk Management
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Stakeholder Defined Attributes
  • Status Tracking
  • Strategic Planning
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Template Management
  • Text Editing
  • Third Party Integrations
  • Traceability
  • Unified Directory
  • Version Control
  • Visualization
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations355
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations134
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk