Most Helpful Review
The tool is SaaS and customization is minimized in the critical early design phase by its "out-of-the-box" approach
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
HR Case Management and Customer Service Management are two of the key areas which clients are using.
Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.
In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.
I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy.
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.
It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers.
One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.
There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.
We have been able to leverage the platform to rapidly build custom solutions, and tailor-make them to our needs.
It's extremely easy to use in getting into the IDE and then back down to your applications, and getting from your applications to your pages, and navigating through all your tables. That's very simple and pretty intuitive.
It allows us higher visibility into our data, which allows us to data-check faster, and validate data that we had not been able to validate, prior.
It's like breaking apart coding and development into an ultra-configuration tool... It really is flexible.
Maintenance is very minimal. With our live production applications, they just don't break, which is great. We love that. There's zero-to-little maintenance required.
VINYL works across different data sources. It is very useful to be able to map the data across different data sources and different environments. It is also very easy to develop small applications within a short span of time.
We find it is easy to learn and use, and the user interface is easy to pick up. We have trained some of our own people to be able to do apps with VINYL. Therefore, we can turn things around quickly.
It is very scalable from its licensing to design. We have not had any performance issues when scaling.
HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.
Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential.
For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.
The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding...
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.
Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow.
There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon.
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 ease of use for individuals to self-serve could be improved. The solution is no-code, but there is still a decent learning curve associated with the product and some app design principles necessary before people can self-serve.
When you are trying to delete certain columns or delete or drop tables, it will throw an error and it will force you to hunt down every location where those things are being referenced. You have to delete them from the very end and work your way backward... It would be easier, when you're deleting that table, if it would concatenate all the way down.
There are a lot of almost "hidden" features captured in these Edge Case settings... If you want a scroll bar at the bottom, instead of having it select rows to show, you have to select Disable Panel Location Service, which doesn't sound at all like what it's supposed to do. Naming conventions could be changed a little bit.
One of the troubles we have sometimes is the amount of data we're processing within the applications. That can really add a lot of "laggy-ness." That's an ongoing struggle we're going to have while we use it. It doesn't happen for all our applications, only some of them that are heavy on the reporting.
Version 2.3 has a good UI but we want a more customizable UI.
Once or twice, when a new version of VINYL comes out, it has had a negative impact on a feature. However, we do everything in a test environment. Unless we miss something in test, we don't go live with it if it isn't perfect. Zudy hasn't had too many stumbles along the way, but there have been a couple times, and it's been minor.
I would like them to build out more tools for communication, particularly the ability to do a multinode panel via email.
The interface has had a lot of changes to it. It is better than it was before. However, with the subqueries in particular, this has been the most difficult part of the interface.
Pricing and Cost Advice
Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.
Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.
ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.
ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.
It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.
We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.
It has a higher cost compared to local/regional solutions.
The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.
The pricing is moderate. It's okay.
Pricing and licensing are expensive.
We have seen a 30 percent decrease in time for some of our workflows.
I feel the product’s pricing is a good value. The licensing model is very straightforward. You license the platform and you can build however many solutions you want with it.
Pricing was actually one of the things that drew us to the product initially... the way it was licensed at the time, I got a flat monthly fee from Zudy for the Vinyl product, which allowed me to basically have unlimited use of it... We have an annual license, we pay monthly. It's very competitive and very worthwhile given the return we get out of it.
The key thing here is that the pricing is just one price. We can do as much or as little with the product as we want to which is very attractive. I don't have to worry about if I build a new app, I have to pay more. Or, if I put 20 more people logging into the app, I don't have to pay any extra for that either.
Pricing is less than the cost of a consultant and the value you receive is much greater.
You always look for the underlying cost, there's always underlying costs but the value is fine. I don't think it should cost any more. You pay for the software but you're also paying for their employees, when they work onsite for you.
out of 37 in Rapid Application Development Software
out of 37 in Rapid Application Development Software
Compared 15% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 34% of the time.
Compared 27% of the time.
Compared 11% of the time.
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)
Zudy is a visionary enterprise application development company with a breakthrough no-code platform known as VINYL. VINYL’s patented technology-agnostic development environment turns mobile and web into one, enabling enterprises to build highly configurable applications in just days rather than months. Using VINYL, enterprises can dramatically increase the number of new applications they can build from an average of three per year to more than 50.
Learn more about ServiceNow
Learn more about Zudy VINYL
|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||Brooks Brothers, Stericycle, DXL, Aetna, JCrew, Barstool Sports, iHeart Media, Cal-Maine Foods Inc, Collette Travel, Kraft Sports Group, Fresh Direct|
Financial Services Firm14%
Financial Services Firm18%
Leisure / Travel Company18%
Non Tech Company18%
Import And Exporter9%
See also ServiceNow Reviews, Zudy VINYL Reviews, and our list of Best Rapid Application Development Software Companies.