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."It is very stable."
"Speed of delivery: We were able to reduce development time by 30%."
"There is literally a ton of stuff it can do. It's very flexible."
"Our previous solution had other overheads such as release management, version management, code management, monitoring, etc., all of which are built-in with OutSystems."
"OutSystems is easy to use."
"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 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 aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"ServiceNow is easy to use."
"The most valuable feature is the flexibility of development for customization."
"The solution has a user-friendly interface."
"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."
"One of the biggest areas for improvement is that every time an existing data element is modified, it creates a new data element. It doesn't really modify that particular data element. So, a user has to follow an extra step of removing the existing data element and bringing in the new and modified data element that is being added, which sort of goes into negative productivity."
"In my opinion, the support and the pricing could be better."
"OutSystems could improve by being more like GitHub. It would be more helpful for us for division management and version control for our application."
"The tutorials for the solution should be updated."
"The prices should be lower. It is a little bit too high for a small market."
"Since we first started using OutSystems, they switched their language support from Java and .NET to .NET only, which was a bit of a surprise. Their language support could be better in this sense, although on our resource side it is now a bit more flexible."
"Its ability to create and run automated tasks could be better."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"The pricing structure could be more budget-friendly."
"The contract module is quite rudimentary and doesn't support contract line items."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"It's too complicated and there are too many options."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"An area for improvement would be the accessibility of downloaded and compressed files."
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, IBM Maximo and Moveworks. 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