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."Refactoring with TrueChange is very simple."
"OutSystems' best feature is that you can build tests with the flow, so even the tests are made in the PDD framework in a low-code way."
"It is a stable solution."
"The product is mostly stable."
"We used almost all of the features, themes, styling guide, and approach components. They are useful in our applications."
"The tool makes the development process easier."
"The solution helps to build mobile and web applications on SOAP and REST. You can integrate it with backend systems by submitting a code."
"The most valuable features of OutSystems are the user-friendly platform. The drag-and-drop feature is great. I have used other rapid application development tools before, but they were not as advanced as OutSystems. With the previous tools, I had to manually build certain features, but OutSystems does it automatically."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"I like that it's always up and running."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"It's difficult to do the component version control. I would like them to add more studying materials."
"Mobile apps need improvement."
"We have performance issues while fetching bulk data."
"The largest obstacle currently associated with OutSystems is its high cost and limited availability of skilled personnel. Despite being a rapid application development platform, having a highly skilled individual familiar with the platform can be much more beneficial than an inexperienced individual. Because there is a shortage of people with the necessary OutSystems skills, utilizing the platform can become expensive. This makes little sense, considering that a rapid application development platform should be accessible to the average person. However, having a highly skilled individual can greatly increase productivity, making the cost worthwhile."
"The tool needs to improve the efficiency of its widgets."
"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."
"There is room for improvement in technical support."
"The new version could be improved."
"Service mapping could be less complicated."
"Performance could be improved."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"Creating service catalog forms could be made easier."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"There is room for improvement in price."
"ServiceNow doesn't cater to the Middle Eastern market."
"When it comes to changing some of the features, I would like a little more leeway."
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, Mendix, Appian, 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