ServiceNow vs Zendesk

Last updated: August 27, 2021

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ServiceNow
ServiceNow offers a portfolio of robust cloud-based products that automate and manage IT service relationships across the enterprise. Our products have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model, delivering easy, automated upgrades. ServiceNow provides an intuitive and approachable user experience complete with expert services to accelerate time-to-value.
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Zendesk
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
ServiceNow vs Zendesk in our news:

2021. Zendesk acquires AI automation startup Cleverly to advance customer service



Zendesk has announced the acquisition of early-stage artificial intelligence startup Cleverly. Cleverly’s product platform provides a series of artificial intelligence-powered capabilities, including a triage function to automatically tag incoming service requests to help categorize workflow. The startup also has what it refers to as AI-powered human augmentation with its agent assist capability that aims to help customer service agents provide the right answers to inquiries. The company’s technology already integrates with Zendesk, as well as with Salesforce.


2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition



ServiceNow has acquired Lightstep, an applications performance monitoring startup. ServiceNow wants to take advantage of Lightstep’s capabilities to enhance its IT operations offerings. With Lightstep, the company should be able to provide customers with a way to monitor the performance of applications with the goal of detecting problems before they grow into major issues that take down a website or application. Lightstep is part of the application performance monitoring market with companies like Datadog, New Relic and AppDynamics, which Cisco acquired in 2017


2021. ServiceNow acquired RPA startup Intellibot



IT service management vendor ServiceNow became the latest company to take the robotic process automation (RPA) plunge. It has acquired India-based RPA startup Intellibot. The purchase comes at a time where companies are looking to automate workflows across the organization. RPA provides a way to automate a set of legacy processes, which often involve humans dealing with mundane repetitive work. The company can now bring RPA natively to the platform with this acquisition, yet still use RPA bots from other vendors if that’s what the customer requires.


2021. ServiceNow adds new no-code capabilities



ServiceNow, says that distributed work has advanced the idea of putting software building into the hands of every employee. So, the company has decided to develop a new area called Creator Workflows, which are designed to help workers build new workflows suited to their needs. It provides the main development environment where users can drag and drop the components they need to build workflows that make sense for them. The templates take that ease of use a step further by providing a framework for some common tasks.


2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises



ServiceNow, the cloud-based IT services company, is making a significant acquisition today to fill out its longer-term strategy to be a big player in the worlds of automation and artificial intelligence for enterprises. It is acquiring Element AI, a startup building AI-based IT services for enterprises. The deal is the latest move for a company aiming to build a modern platform fit for our times. ServiceNow has been around since 2004, so it’s not strictly a legacy business, but all the same, it is vying to position itself as the go-to company for “digital transformation” — the buzz term for enterprise IT services this year, as everyone scrambles to do more online, in the cloud and remotely to continue operating through a global health pandemic and whatever comes in its wake.


2020. ServiceNow updates its workflow automation platform



ServiceNow today announced the latest release of its workflow automation platform. With this, the company is emphasizing a number of new solutions for specific verticals, including for telcos and financial services organizations. This focus on verticals extends the company’s previous efforts to branch out beyond the core IT management capabilities that defined its business during its early years. The company is also adding new features for making companies more resilient in the face of crises, as well as new machine learning-based tools.


2020. ServiceNow to acquire configuration management startup Sweagle



ServiceNow, which includes in its product catalog an IT Help Desk component, has acquired Sweagle, a configuration management startup based in Belgium. ServiceNow claims that there can be as many as 50,000 different configuration elements in a single enterprise application. Sweagle has designed a configuration data management platform with machine learning underpinnings to help customers simplify and automate that complexity. Configuration errors can cause shutdowns, security issues and other serious problems for companies.


2020. Zendesk’s latest tools designed to give fuller view of the customer



Two years ago Zendesk, which is widely known for its help desk software, made the move to CRM when it acquired Base. A little later that year, it announced the Sunshine platform, which customers could use to build applications on top of the Zendesk platform. It has been working to integrate the CRM tool more broadly into the platform, and today’s announcement is about giving Zendesk users a broader view of its customers. Zendesk has a great amount of data at its disposal about the customer’s likes and dislikes based on interactions with the help desk side of the house.


2020. ServiceNow acquires AI chatbot startup Passage AI


ServiceNow has acquired Passage AI, a startup that helps customers build chatbots in multiple languages, something that should come in handy as ServiceNow continues to modernize its digital service platform. With Passage AI, ServiceNow gets AI technology, which should fit in nicely with ServiceNow’s mission. For starters, the company’s chatbot solutions gives ServiceNow an automated way to respond to customer/user inquiries. Even more interesting for ServiceNow, Passage includes an IT automation component that uses a conversational interface to submit tickets, handle queries and take direct action through APIs. It also gets an HR automation piece, giving the company an intelligent tool it could incorporate across its Now Platform in tools like ServiceNow Virtual Agent and Service Portal, as well as Workspaces in multiple languages.


2020. ServiceNow acquires AI-based IT monitoring startup Loom Systems



ServiceNow has acquired Loom Systems, an Israeli startup that specializes in AIOps. The companies did not reveal the purchase price. ServiceNow is first and foremost a company trying to digitize the service process, however that manifests itself. IT service operations is a big part of that. Companies can monitor their systems, wait until a problem happens and then try to track down the cause and fix it — or, they can use the power of artificial intelligence to find potential dangers to the system health and neutralize them before they become major problems. That’s what an AIOps product like Loom’s can bring to the table. By joining forces, the companies want to bring together AI innovations and ServiceNow’s AIOps capabilities to help customers prevent and fix IT issues before they become problems.