ServiceNow Now Platform Reviews

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MalayKapat
Real User
ServiceNow Technical Consultant - PPM and HR at a software R&D company with 10,001+ employees
Jan 29 2020

What is most valuable?

The workflow feature really has a lot of value because you can create workflows in a simple, intuitive way. With a few clicks, you can actually develop quite a complex workflow using tool and product… more»

What needs improvement?

There are several areas of the product that could use improvement. From a vendor point of view, I had an opportunity to work with them on their licensing model. It still needs some improvement in the… more»

What's my experience with pricing, setup cost, and licensing?

The licensing price for ServiceNow is somewhat high. The pricing depends on the number of users. For a similar type of application, the price of licensing for ServiceNow is on the high side. Actually… more»

Which solution did I use previously and why did I switch?

Before ServiceNow, I used other solutions, but mostly they were custom-built applications. For example, I used to code and develop an application from scratch. ServiceNow is the first product I have… more»

What other advice do I have?

The foremost thing I would like to recommend to people considering ServiceNow is not to try to reconfigure or customize the out-of-the-box process too much. Stick to the out-of-the-box processes that… more»

Which other solutions did I evaluate?

We have evaluated other products but within my company, I only work with the ServiceNow project and I have been doing this for the last four years. Sometimes part of our customer engagement requires… more»
SamirTafech
Real User
Senior Digital Enterprise Director at DetaSad
Oct 05 2019

What is most valuable?

Incident Management and workflow are the most valuable features for us for the time (at least for us currently). Also Learning materials, such as online courses, are readily available. This solution… more»

How has it helped my organization?

It helped and organized the support for our customers, in which the customer is always updated about the status of his inquiry, also our support teams are always updated of their colleagues… more»

What needs improvement?

The licensing for this solution, with respect to the user, needs to be improved.

Which solution did I use previously and why did I switch?

We did not use another solution prior to this one.

What other advice do I have?

I am currently taking courses on this product to learn more about the platform, as well as the functionality that we have not been using. My advice to anybody who is researching this solution is to… more»

Which other solutions did I evaluate?

Definitely, every company will evaluate many service platforms before choosing the one that best fits the requirement.
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Molifi Sehaole
Real User
Business Relationship Manager at Sasol
Sep 10 2019

What is most valuable?

The most valuable feature of this solution is cataloging the requests, which allows us to speed up the process and improve the user experience. The knowledge management feature is now continuously learning from incidents.

How has it helped my organization?

In the past, we only had a solution that we could use locally. This solution has helped us to go global with our IT service management support. We were able to scale it much quicker and support the organization globally. We have seen a big… more»

What needs improvement?

In the next release of this solution, we would like to see mobile capability. We would like to see AI used to automate some of the functionality in this solution.

What other advice do I have?

The biggest lesson that we learned through implementing this solution is that it is important not to customize. Rather, take the product offering best practices and adopt it with its own processes. This makes scaling much easier. Whereas if… more»

Which other solutions did I evaluate?

We did evaluate other options before choosing this solution, but we found this to be an excellent product. We call it the SAP of IT Management. We chose this product mainly because of the capabilities that it offered, and how they matched… more»
Jean-François Pietri
Real User
Chief Operating Officer with 51-200 employees
Feb 21 2020

What is most valuable?

This solution is very reliable, and they are proactive. This is a development platform that provides us with a strong database and a low code environment. Many things can be carried out without answering questions, such as database… more»

What needs improvement?

The platform is quite complicated, because of the basics of the software. The basic reporting system is rather static. The pricing of this solution could be reduced, as it's expensive. The technical support could offer more in terms of… more»

What's my experience with pricing, setup cost, and licensing?

It's expensive and if you need some analytical views of your activity, there is an additional cost.

What other advice do I have?

It's a very reliable, strong product. I would rate this solution a nine out of ten.

Which other solutions did I evaluate?

Today, there is a product called Mendix that is a good development tool. At the time we selected this product, there were not that many providing the possibilities.
Real User
Service Delivery Project Manager at a tech services company with 501-1,000 employees
Feb 25 2020

What is most valuable?

The level of automation within the platform is great and is the most valuable feature.

What needs improvement?

The solution could use a more flexible license model for the product and the integration towards other ERP systems could be improved.

What's my experience with pricing, setup cost, and licensing?

Aside from the fact that the license module is very expensive, it's a great product. It's the fulfiller licenses that are expensive.

What other advice do I have?

My only advice is that people should be aware that this is an enterprise system and geared towards enterprise size companies. If you're a small company it's not for you. You won't be able to maintain and manage and develop the platform if you're a smaller company. I would rate this product an eight… more»

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User Assessments By Topic About ServiceNow Now Platform

Find out what your peers are saying about ServiceNow, Oracle, Microsoft and others in Rapid Application Development Software. Updated: March 2020.
407,242 professionals have used our research since 2012.

ServiceNow Now Platform Questions

What is ServiceNow Now Platform?

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.

ServiceNow Now Platform customers
experian, beachbody, health partners
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