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:
This solution is a single-storage for our user community to submit help desk tickets.
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.
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.
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.
It's made things seamless and it's more efficient, and there's an audit trail where it wasn't there before.
One of the most valuable features of the solution is how rapid we can implement it, going from a design to an operational concept in a very short period of time.
VINYL has given us the ability to really improve the speed with which we deploy releases and respond to the good ideas that our people have.
There are two most valuable features: one is the ability to pull data from a bunch of different places and put them together. And the second is the speed at which you can get a new app developed. So instead of waiting months for this new app to come out, if you have an internal team putting it together, you can roll it out in weeks. I've even seen days. It's incredible how fast you can make changes.
VINYL has really helped us speed up application development at a reasonable cost.
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.
I do not like the user interface.
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.
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.
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.
Right now it's very dependent on having an imagination to understand.
I'd like to see the next release of VINYL have more user interface solutions to it, so that it could be a more user-friendly product on the front end for the customers that are utilizing the tool. We didn't have a solution to help automate all of our reporting in the past which identified the need to make sure that we could tap into our data sources and automate all of our reporting, which is exactly why we needed the tool.
The features that I'd like to see in VINYL next would be the ability to have more control over, or have a rule-based control over column headings and column labels.
Some new features I think I'd like to see is visibility into running jobs so that we can see what the status is, or it's not stuck in its process and doing its thing, or how much longer it's going to take. I'd also like to see a native calendaring function so we can put calendars into our apps with maybe even recurring tasks or appointments and that sort of thing. We'd also like to see multi-select lists. The users being able to pick multiple things to filter on and get a list and be able to export that list.
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.
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 value for us for VINYL is that we've got one fee that we're paying per year and we can deploy and build as many apps and bring in as many users as we need.
The licensing costs we pay are, I believe about 5,000 a month. That's every quarter. We've been doing it for about a year now, and the prices have remained steady. We feel it's a reasonable cost for what we're getting because it's unlimited users. So as big as you want to make it, you're not constrained by a per-user licensing cost or any of those other restrictions, so that's going to stifle your development.
Our licensing costs are approximately 100K annually, and from my perspective, that really is quite the value with the flexibility and what we're getting from the product.
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.
out of 38 in Rapid Application Development Software
Average Words per Review
out of 38 in Rapid Application Development Software
Average Words per Review
Compared 22% of the time.
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Compared 57% of the time.
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Compared 12% 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.
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Financial Services Firm14%
Software R&D Company29%
Comms Service Provider8%
Financial Services Firm7%
Non Tech Company13%
Leisure / Travel Company13%
See also ServiceNow Reviews, Zudy VINYL Reviews, and our list of Best Rapid Application Development Software Companies.