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ServiceNow Now Platform OverviewUNIXBusinessApplication

ServiceNow Now Platform is the #5 ranked solution in our list of top No-Code Development Platforms. It is most often compared to Microsoft PowerApps: ServiceNow Now Platform vs Microsoft PowerApps

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 Buyer's Guide

Download the ServiceNow Now Platform Buyer's Guide including reviews and more. Updated: October 2021

ServiceNow Now Platform Customers
experian, beachbody, health partners
ServiceNow Now Platform Video

Pricing Advice

What users are saying about ServiceNow Now Platform pricing:
  • "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."

ServiceNow Now Platform Reviews

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ITCS user
Technical Architect at a computer software company with 10,001+ employees
Real User
Top 5
Agile and robust tool; needs some improvements.

Pros and Cons

  • "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."
  • "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."

What is our primary use case?

Our primary use cases for ServiceNow Now Platform include use incident management, problem management, case management, and our asset management. 

It's not used much for the business management part of it, though it's being assessed for it. We have other tools to manage that. In my organization we have the scenario where we will integrate with a couple of other tools which we have already purchased, which are used for the information management part of it. These will be integrated with this Now Platform. 

Another area which is currently being looked into but not yet implemented, is the compliancy part. They might go for it in future. One more thing is the security part. Though it is not yet being employed that much, it has a lot of interest. I can see a lot interest in this area. At times there is strategic interest in digitalization, so we might look into the analytics. There are more improved analytics features which are coming with the new versions of ServiceNow, which are also interesting.

What is most valuable?

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, mostly our IT service management, are using ServiceNow as a tool.

I really doubt that we are making full use of the out-of-the-box features which ServiceNow provides in the sense that we have the tickets assigned to one of the assignment groups. People are taking a lot of time to really work on the ticket and provide a correct solution. I was looking at different features, including the machine learning and predictive analytics features available in ServiceNow, which can help solve the current issues we face.

In Power Apps, there is a central area which works on the automation part of it. Even though in ServiceNow I see a lot of features in the process automation part of it, when it comes to large teams with a lot of "in development areas," we're just getting into how we can automate the mundane processes. Plus, there is a robotic process automation team using UI who is looking into those areas.

Also, as part of the development tool, I analyzed to see how their domain expertise was. With a little knowledge of the technology and coding experience, they can make your software domain expertise come up with solutions very quickly. 

However, since we are already using Microsoft extensively and we already have Microsoft Office 365 and since we have adopted Microsoft as the Cloud provider platform, it made sense to take the Power Apps subscription. Even though ServiceNow has some integration capability with Azure, Power Apps was more in line with developing apps and the development of UI.

When it comes to ServiceNow, I haven't done much research on the UI part. I think that you can do different coding in ServiceNow. It was more about usage of tables, creating API's, and creating application codes for when you work on tables. But in Power Apps I could see features having a use, so I can work with this, and you create UI's out of it. Maybe my knowledge is limited and I may not have explored all of the features in ServiceNow, but this is one thing which on a high level I have noticed.

Also, with Power Apps you can attach it to multiple data sources, just like in ServiceNow.

I think that both have their own features and pros and cons. I don't think that Power Apps can fully replace ServiceNow when it comes to all the features ServiceNow provides in terms of service management or operation management capabilities.

Power Apps is mostly if you want to develop a web application or a mobile application and if you have some data source. If you have a back end already. If you have a database and you specifically want to develop a front end or a UI for that. Then I would prefer Power Apps.

Power Apps is mostly for the use cases where you want to give an API further uses to get specific data from the back end. When it comes to ServiceNow, there are not many purposes I can see regarding the service management part of it. It can be used as a ticketing tool that we can use for operations management. It can be used for server monitoring, like for our infrastructure management and monitoring purposes.

As I told you, we have within the organization a lot of tickets for cases which are being raised for problems with the application or the infrastructure or even for knowledge related issues. I am from the architecture central system, and if the people need help to find the architecture or they need a suggestion, they raise incidents of tickets using the ServiceNow Now. I have noticed that cases are not getting assigned to the critical people if there are so many different teams. A case for a problem which arises might fail to be worked on by some other members in the team. These are the areas that I feel the machine learning capabilities of ServiceNow offer.

It can give you a lot of improvement in the way the tickets get properly assigned to the right group. It saves a lot of time which saves the end user a lot of frustration, and they will be getting the correct group who can help them on their problem very quickly, preventing a delay and then after lot of time it come back to the admin group, and then the person who's working on it will do a relief study of the problem. 

It leads to a faster resolution of the problem.

That is my own experience. Then, if we can have chat bot services, that is another area of network manual intervention. That is what really attracted me when I was into the features of the latest ServiceNow.

What needs improvement?

As for what can be improved, the licensing and the pricing models are confusing. At least I found it a bit confusing. There are a lot of hidden costs in all these.

It's a bit costly. But as a cloud application platform and a service provider, I think ServiceNow is now really improving. When comes to the cost part it is a bit tricky to understand. It's not that straightforward.

Like other tools or other platforms, when we are in touch with the ServiceNow team, we talk about including everything from the information management in the entire software development. I feel they are doing well.

It has a lot of good documentation and a lot of good training available which helps the end user.

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.

I see that there are so many connectors available for connecting it to other service providers and other platforms, for example OpenText, which we are using. There are out-of-the-box connectors to connect to OpenText and others. That is something that I'd like to see.

Other areas of improvement are support for more programming languages and much more capability-building when it comes to the machine-learning part of it. There is especially a need for a scope of improvement in the analytics and the machine-learning part of it, because they are always adding more modules. 

For how long have I used the solution?

I have been using ServiceNow Now Platform for about five, six months.

What do I think about the stability of the solution?

I have not found any bugs or glitches. I have tried looking into the IntegrationHub features. I have tried looking into the APF features with ServiceNow. I was involved in setting up the SSO for ServiceNow across all the instances that have a card. It is not ready. We have still some migration to do, but SSO set up is ready. I set up the mail server.

I didn't find problems. My experience was good. It was not was complicated for me to understand. The tutorials and all the trainings which ServiceNow provides for us to set up the infrastructure or to try out the new features ensured it was not that complicated.

I tried these new features which have not yet been adopted in the organization. But I can not blame the platform for that, because I was trying the Virtual Agent features with my own personal developer on that.

The problem is you really need to have data to work on. If you want to train a model, you will be able to train it only if you have sufficient historical data. That is sometimes an issue, because when you work on your personal developer instance, the kind of data you have will be very limited and you will have to import some data from your production instance or some other instance to your personal developer instance.

When ServiceNow gives training, they provide a simulation platform. For this core training you will not be able to use the platform after that. So you need some time to really catch up and try different things to get a grip on what you're learning. The MS data was for working with the shape and I'm trying to get some data exported from our own production instance and import and try to work on that data. That is one issue I face.

So far, so good. But I cannot claim to have a very good knowledge of the entire platform. I have analyzed some areas and I found the experience good.

What do I think about the scalability of the solution?

In terms of scalability, I'm impressed. I'm happy with the capability of the Now Platform. We have some dependencies on the vendors. But with the current investment we are learning the full benefits of the platform. I am positive that as time goes on we will be able to rate the real benefits of the platform.

How are customer service and technical support?

I have interacted with a few of the technical support guys from ServiceNow and my experience was good. I found most of them really very professional and very technical people. I'm happy with the kind of service and the kind of value they are bringing to this engagement.

How was the initial setup?

I cannot comment regarding the initial set up because we had the ServiceNow team help us with it.

Although we wanted to use the out-of-the box features as assets, the processes in the organization were not that straightforward so it required some amount of customization and that lead to us having discussions with the team from ServiceNow. I cannot say that it was really smooth and easy. Because of the complex workflows and processes being followed in the organization, there were a lot of discussions involved, and a lot of customizations done. The ServiceNow team was able to give us a lot of insight, including where the improvement can happen, but then we couldn't add up everything, as the workflow is a bit complex and it involved other vendors.

What about the implementation team?

It's not over yet. We are still in the development phase because the old one we were using was being managed by an external vendor who is responsible for all our time activities for the maintenance of Infosys and others.

What other advice do I have?

It depends on the assignments you have in your organization. Our organization is very process oriented and it faces the drawbacks of that, in the sense that it is not very agile. I think for such organizations, ServiceNow could bring in some improvements, provided we really understand how to use the tool to really ensure that the different services in the business can work together.  And to understand what your problem areas are and how this tool can help you.

People from different departments and different areas, especially from business and IT, should really join hands and work together. They shouldn't be working in silos.

If that is the case, then you have a tool to support you. It will help bring that unity and the visualization of whatever you have in the mission. Otherwise, I don't think you'll be able to improve anything.

On a scale of one ten I would I would give ServiceNow Now Platform a seven.

They would get a 10 if there were more programming languages available and if it was more clear to use. Also, if they offered more UI features. Also, when we are trying out the system, if there was a toolkit which could help guide us when it comes to navigation.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
MalayKapat
ServiceNow Technical Consultant - PPM and HR at a computer software company with 10,001+ employees
Real User
Top 5
Service desk functionality that has many features and is highly customizable but comes with a high cost

Pros and Cons

  • "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."
  • "The pricing model is complex and needs to be both lowered and simplified."

What is our primary use case?

I am actually a development expert within the ServiceNow platform. So I implemented ServiceNow for some of our customers as well as within our company. I help them to implement some applications customers and configure what they need from the suite of management applications available within ServiceNow.  

The most important thing we use this solution for is IT service management where users implement processes like incident management, problem management, or chain management. Incident management and problem management at its simplest can be a system whereby any user in an organization can report a defect. Say I am a user and my email is not working and I want to raise a ticket to get the problem solved. I use ServiceNow for raising that ticket. Another example is that if I want to implement new software, I need may need to raise a change request, so I do that in ServiceNow. 

We are always on the latest version. There is a new version every six months, so there are two releases every year. That means every time there is a new release I have to upgrade, update my knowledge about the changes by becoming familiar with the changes, and then we have to upgrade the program for the customers as well.  

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 life cycles and so on. So, the workflow feature, in my opinion, is the strongest feature in the ServiceNow platform.  

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 way the licensing model works because it is a little bit complex and difficult to understand. They change it from time-to-time and sometimes they do not communicate those changes effectively to their partners. Put simply, the licensing model is something that can be simplified and made more visible to both the partners and the customers or end-users. Currently, the product is comparatively quite expensive and lowering the cost would likely produce a better response from customers.  

I know that the company is at work on many new things right now. But one thing I would expect to see in the next few releases is vertical-specific solutions. For example, say solutions for banking or healthcare-specific solutions. I believe they are going to come up with at least a draft version of this type of solution for some industries over the next few releases.  

For how long have I used the solution?

We have been using this solution since about 2016. So it is almost four years now.  

What do I think about the stability of the solution?

I have complete confidence in the stability of the platform. It is very stable.  

What do I think about the scalability of the solution?

ServiceNow is very easy to scale — that is if the customer has the money to spend. It is quite easy to take on new licenses. It is very scalable.  

Our customers can be any size business but in my personal experience, I work with medium to large customers. The solution is something that is used on a daily basis.  

How are customer service and technical support?

We have been in touch with their technical support and it is quite responsive and they are very good about providing solutions. We have a dedicated technical support desk that is quite approachable. For now, everything is quite good.  

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 used software that is a dedicated service desk product.  

How was the initial setup?

I would say that from my point of view that configuring ServiceNow is pretty simple. But there are also a lot of things to consider. If you want to build a complex system, the configuration process can be complex as well. If you understand the software, you get a standard set of functionalities, but you can configure that for your own needs. For example, I had a situation where I knew a particular customer had some different requirements than what was provided out-of-the-box for the standard version. In this case, I was able to configure ServiceNow to match their needs. I can write complex scripts or I can do programming to build new processes within ServiceNow. But the implementation is different for every customer.  

How long the implementation takes becomes a very open-ended question because they have so much existing functionality already in the product that may need to be configured and the need for customization depends on the user's requirements. There are so many factors involved that I can not really define an absolute amount of time required for standard implementation. It depends on the use case. The basic installation of the application itself can be done in ten minutes and the solution can be made to be up and running within three months. However, if you want to have a complex, custom-built chain management process, it can take years.  

What about the implementation team?

I am from a software development company and I work as a consultant as well as an architect for projects. Our operating model is that we work directly with the customer and we do the consultancy, we get into workshops with customers and discover their requirements and then our development team starts working on those requirements. So we have two levels. One is as a consultant who helps to finalize the requirements and the other is as developers who satisfy the requirements that have been defined.  

As far as how many people it takes for the deployment of the platform, that can not be determined as a set number either as it requires knowing the scope of the project and perhaps other factors like the expected timeline.  

We use a public cloud, but as our customer, you get a private instance. So you can think of it as an environment you can have in the cloud that is indicated for a particular customer.  As a customer, you do not get visibility as to whether it is in a public or private cloud. From a customer point of view, you do not know that or it is invisible to you. But in the backend, it now maintains their data and the platform using both AWS and Azure in the background and they use the cloud for that.  

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 it is 20% to 30% more than the nearest competitor.  

There are technically not any additional costs besides the licensing fees from a customer point of view for the product. But, if they want to implement an application in ServiceNow, they may also have to pay for a developer's team to implement the solution. Once development is complete, they probably have to spend some amount for supporting and maintaining the application and customization, so that will also be included as an additional cost for the company using the solution even if it is not a direct cost for the product.  

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 that we do comparative studies. For example, we had a request from a client to do a feature comparison with the Pega platform. I got some detailed information from Pega's product development and other resources to compare with ServiceNow and did the comparison in that way. But in terms of development or implementation experience, I do not have any direct experience with Pega.  

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 are provided as much as possible and use minimal customizations. We used to say to our customers to use maximum configuration but minimum customization.  

On a scale from one to ten where one is the worst and ten is the best, I would rate the ServiceNow product overall as at least an eight.  

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Learn what your peers think about ServiceNow Now Platform. Get advice and tips from experienced pros sharing their opinions. Updated: October 2021.
542,721 professionals have used our research since 2012.
JP
Chief Operating Officer with 51-200 employees
Real User
Top 10
A reliable low-code solution that is flexible and has good support for complex problems

Pros and Cons

  • "This is a development platform that provides us with a strong database and a low code environment."
  • "The basic reporting system is rather static."

What is our primary use case?

I am in a consultant position as the office of operating activity and business activity. I have one foot on the operation side and the other on the sales side of things. We implement solutions for our customers, and ServiceNow Now is one of the platforms that we work with.

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 architecture, database relationships between tables, and fields.

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 basic inquiries. They thrive with more complicated issues.

For how long have I used the solution?

I have been using this solution for eight years.

What do I think about the stability of the solution?

It's a stable solution. As they are providing a cloud system with multiple operation sites, in terms of reliability it's 99.97%

What do I think about the scalability of the solution?

This solution is scalable. We can scale this product infinitely, which is what we expect from the Cloud. It's not just scaling, but descaling as well. If my company decides that they want to reduce their size then they will need to downgrade to something which is more aligned with the business.

How are customer service and technical support?

In terms of technical support, if I rely on the usual scale of activity. They are not good at level one or two. They are good at level three, which means that if you have a very specific issue, something that is quite complicated, or it deals with the architecture of the platform, they are quite good. Otherwise, they are not good. For the basic use of the application or an issue that is a bit more complicated, the support can be improved.

How was the initial setup?

The initial setup is more straightforward than complex. If you want it complex, then you can do it. The main risk of such a product is that you can invent things that have not yet been invented. But, if you want to go straight from out of the box, you can do it.

It's some kind of an intellectual approach. If you want it out of the box, use it, and take advantage of all these standard issues. If it is already provided by the software, it's fine. From my perspective, this is the way it has to be implemented. It's quite straightforward.

Customers can install it by themselves and request implementation through an integrator. This is the way this product has been built.

What about the implementation team?

We installed it for ourselves, and we are the integrators for our customers.

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.

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. 

What other advice do I have?

It's a very reliable, strong product.

I would rate this solution a nine out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: partner
MJ
Delivery Manager at a computer software company with 10,001+ employees
Real User
Top 20
Easy to use platform that enables us to work seamlessly

Pros and Cons

  • "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."
  • "The cost has room for improvement. It is currently expensive."

What is our primary use case?

It's part of a suite of other ServiceNow solutions. 

What is most valuable?

There are multiple valuable features:

  • Ticketing tools
  • Customers have access to this and they use it. We have an overall contract for it.

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.

What needs improvement?

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 core. The workforce management is another area that can be improved. 

Our customer portal is there but when a ticket comes it requires an additional tool. It would be helpful if they could have better integration with those tools. More standardization can be brought in. 

For how long have I used the solution?

My company has been using ServiceNow Now Platform for more than five years. 

What do I think about the stability of the solution?

Overall, it is a very good product. There are bugs that could be improved.

What do I think about the scalability of the solution?

Scalability is not an issue or a big challenge. You can verticalize efficiently. 

How are customer service and technical support?

I haven't needed to contact customer support. We have our own team that maintains it. 

How was the initial setup?

The initial setup is complex but it depends on the industry. It's not just following steps, it's change management. You have to get it standardized. Overall, though, it's okay. 

The initial setup takes around a month, it's not a matter of days. It's a setup that can take time even if you know what needs to get done. In a larger organization, it's a major challenge. It will take more time to roll out.

What other advice do I have?

I would rate it an eight out of ten. 

My advice would be that it's quite good but make sure to first look at the process. That is the most important part of the implementation. Look up ServiceNow and look at the process. 

I would recommend this solution. It is an easy to use platform. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Pol Mas Viza
Director, Business Process at Seidor
Real User
Top 10
Good performance and provides a wide range of services

Pros and Cons

  • "The main reason that people use ServiceNow is that performance is very good."
  • "This platform is used more by large companies because it is a little bit expensive."

What is our primary use case?

We are a service provider and this is one of the solutions that we work with to offer services to our clients.

What is most valuable?

The main reason that people use ServiceNow is that performance is very good.

There is support for a lot of different services using any kind of device including desktops, laptops, and mobile devices.

What needs improvement?

This platform is used more by large companies because it is a little bit expensive.

For how long have I used the solution?

I have been working with this platform for approximately two years.

What do I think about the stability of the solution?

We have not experienced any bugs or other problems with stability.

What do I think about the scalability of the solution?

We are satisfied with the scalability of the ServiceNow Now Platform.

How are customer service and technical support?

We have been in contact with technical support and they are good. They have good technical skills.

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

I have used other ITSM solutions and they often focus on just IT services, whereas the ServiceNow Now Platform focuses on a wider range. The services cover facilities, security, operations, and more. Other solutions are cheaper but they are too focused on IT services.

How was the initial setup?

If you are familiar with this solution then the initial setup is straightforward. However, there are a lot of options so it can be complex. Some of our customers have found it unclear. It takes between three and six months to deploy.

What other advice do I have?

The suitability of this solution depends on the size of the company and the scope. For large companies, this is a product that I recommend.

I would rate this solution an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Implementer
SM
Service Delivery Project Manager at a tech services company with 501-1,000 employees
MSP
Top 10
Provides a very high level of automation suitable for enterprise size companies

Pros and Cons

  • "The level of automation within the platform is great."
  • "The integration towards other ERP systems could be improved."

What is our primary use case?

Including customers, we have about 3,000 people using the product. 

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.

For how long have I used the solution?

I've been using the solution for three years, but the company has been using it for much longer. 

What do I think about the stability of the solution?

Stability is 10 out of 10. 

What do I think about the scalability of the solution?

Scalability is very good.

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 out of 10.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: partner