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Most Helpful Review
Find out what your peers are saying about ServiceNow vs. ServiceNow Now Platform and other solutions. Updated: January 2021.
465,623 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"Easy to integrate with third-party applications.""This solution is a single-storage for our user community to submit help desk tickets.""The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.""I have found that sorting and grouping functions are particularly useful.""ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."

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"We have seen a big improvement in the experience that we want to create for our end users.""Learning materials, such as online courses, are readily available.""The workflow feature really has a lot of value because you can create complex workflows in a simple, intuitive way with only a few clicks.""This is a development platform that provides us with a strong database and a low code environment.""The level of automation within the platform is great.""The main reason that people use ServiceNow is that performance is very good.""We work on it directly to send out tickets. It enables us to work seamlessly, we don't need to send them out manually. We can create a ticket and assign it in the system.""ServiceNow offers a lot of features when it comes to IT service management and IT operations management. What interested me in ServiceNow was that a lot of service management."

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Cons
"It's missing monitoring capabilities.""I do not like the user interface.""Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier.""I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."

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"We would like to see AI used to automate some of the functionality in this solution.""The licensing for this solution, with respect to the user, needs to be improved.""The pricing model is complex and needs to be both lowered and simplified.""The basic reporting system is rather static.""The integration towards other ERP systems could be improved.""This platform is used more by large companies because it is a little bit expensive.""The cost has room for improvement. It is currently expensive.""The programming language is currently limited to JavaScript. So I would like to see more programming languages available, especially since they have come up with the machine-learning features. Some more languages would be an additional improvement."

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Pricing and Cost Advice
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

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"Pricing is based on the number of users and user licenses, but the product is 20% to 30% more than the competition.""It's expensive and if you need some analytical views of your activity, there is an additional cost."

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Questions from the Community
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: In that regard, the major incident management gives service organisations and customers the opportunity the focus on restoring the functionality asap without getting lost in sidetracking possible… more »
Top Answer: We work on it directly to send out tickets. It enables us to work seamlessly, we don't need to send them out manually. We can create a ticket and assign it in the system.
Top Answer: It is a good tool and we can do customization with it. Most areas are quite customized. The cost has room for improvement. It is currently expensive. Some of the features are very particular to the… more »
Top Answer: It's part of a suite of other ServiceNow solutions.
Ranking
Views
55,692
Comparisons
33,341
Reviews
25
Average Words per Review
508
Rating
7.8
Views
1,280
Comparisons
564
Reviews
8
Average Words per Review
868
Rating
8.4
Popular Comparisons
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Overview

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

ServiceNow is the fastest-growing enterprise cloud software company in the world above $1 billion (2018 revenue was $2.6 billion, up 36% year over year). We deliver digital workflows that create great experiences and unlock productivity to approximately 5,400 enterprise customers worldwide, including almost 75% of the Fortune 500.

As a purpose-driven company, making work, work better for people guides everything we do.

Offer
Learn more about ServiceNow
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Sample Customers
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
experian, beachbody, health partners
Top Industries
REVIEWERS
Financial Services Firm18%
Healthcare Company14%
Manufacturing Company11%
Computer Software Company9%
VISITORS READING REVIEWS
Computer Software Company36%
Comms Service Provider14%
Government7%
Financial Services Firm6%
VISITORS READING REVIEWS
Computer Software Company39%
Comms Service Provider13%
Government7%
Financial Services Firm6%
Company Size
REVIEWERS
Small Business20%
Midsize Enterprise12%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business13%
Midsize Enterprise8%
Large Enterprise79%
REVIEWERS
Small Business20%
Midsize Enterprise10%
Large Enterprise70%
Find out what your peers are saying about ServiceNow vs. ServiceNow Now Platform and other solutions. Updated: January 2021.
465,623 professionals have used our research since 2012.

ServiceNow is ranked 1st in Rapid Application Development Software with 24 reviews while ServiceNow Now Platform is ranked 9th in Rapid Application Development Software with 8 reviews. ServiceNow is rated 7.8, while ServiceNow Now Platform is rated 8.4. The top reviewer of ServiceNow writes "Easy to integrate with other legacy systems and is constantly improving as a company". On the other hand, the top reviewer of ServiceNow Now Platform writes "Agile and robust tool; needs some improvements". ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty, whereas ServiceNow Now Platform is most compared with Microsoft PowerApps, OpenText AppWorks, AWS Honeycode, Pega BPM and Oracle Application Express (APEX). See our ServiceNow vs. ServiceNow Now Platform report.

See our list of best Rapid Application Development Software vendors and best No-Code Development Platforms vendors.

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