We performed a comparison between OutSystems and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Rapid Application Development Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The scalability of OutSystems is very good, it scales automatically very useful for us."
"I really like the one-click publish feature in OutSystems. In other development tools/languages, it's not as easy. I also like how easily I can manage all my projects in one place."
"The most valuable feature of OutSystems is the drag and drop and toolchains in the small AI developing environment. Additionally, the documentation is helpful."
"You can go huge - so it is definitely a scalable solution."
"The tool makes the development process easier."
"The most valuable feature of OutSystems with discipline and the development processes. Instead of each developer doing tasks on their own with their own approach, et cetera, the solution would help bring some organization to the development process."
"The drag-and-drop feature is very valuable."
"The most valuable feature of the solution is that it allows users to easily build applications."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"It can scale well if you are managing IT assets."
"Everything about the schema, including the design of ServiceNow, is great."
"I have found that sorting and grouping functions are particularly useful."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"The solution integrates well with other products."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"We always get good support."
"The integration Studio could be improved. It needs a tool in which we could develop C# code and then integrate into OutSystems. The application could have a better UI."
"The initial setup is a little difficult."
"I would like to see improvements in versioning. It can be challenging to keep track of what changes should be committed, especially when many developers are working in one environment."
"I think OutSystems needs to improve in many areas. First, sometimes Service Studio becomes really slow and even hangs for long periods. Also, if I have not published my module in some time, and some kind of Service Studio exception occurs, I lose my work."
"In OutSystems, cloud management is an area of concern where improvements are required."
"The solution is costly."
"There are many tutorials available but they are very basic and good for learning the platform. To develop an enterprise-grade application, advanced tutorials need to be developed to help IT professionals design/develop high-quality/performance applications."
"It needs improvement in the AI capability."
"The solution’s pricing is expensive and could be improved."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"Very expensive."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
OutSystems is ranked 3rd in Rapid Application Development Software with 46 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 212 reviews. OutSystems is rated 8.4, while ServiceNow is rated 8.4. The top reviewer of OutSystems writes "The visual program provides the advantage of only requiring one skill set for both the front and backend ". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". OutSystems is most compared with Microsoft Power Apps, Appian, Mendix, Oracle Application Express (APEX) and Pega BPM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and PagerDuty Operations Cloud. See our OutSystems vs. ServiceNow report.
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The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the annual fee up in the knowledge that you have little choice. If this was in a consumer market they would have been stopped years ago on antitrust grounds. I have experienced senior management in Service Now laughing at the customers' lock-in.
Secondly, with Service Now, once you move beyond the workflow design you are straight into the deep valley of Java scripting. There is nothing in between. Most customers realize the limitations of the graphical environment very quickly. They are then stuck with having a never-ending bill for consultant fees. Many SN partners use this as their prime source of 'new' business. They talk of stickiness, meaning they are embedded in the clients' system perpetually.
There are many other reasons. I might come back and give a fuller review. Let's just say there are several platforms that outperform Service Now technically and economically. Service Now is quite happy to have its customers stuck with 1990s technology with a slightly fluffy front end.
ServiceNow
Hello @Gerry Fitzpatrick,
'Customer Service Management' and 'IT Service Management' applications run on the same ServiceNow platform.
Whilst 'Customer Service' gives you the CRM capability (external facing), ITSM gives you the supporting framework (internal facing). The two work very well together. There is no need for you to invest in building custom apps. However, if you still want to build custom apps then the ServiceNow platform allows you to do that with a very good mobile SDK.
ServiceNow also has an App Store, which is a really good source to see what integrations and applications are available to purchase (some are free). This would help you get value from your investment in ServiceNow quicker.
Regards,
Farid