We all know it's really hard to get good pricing and cost information.
Please share what you can so you can help your peers.
Speaking in light of my previous experience with HPE, at that time, around 2012 or so, if ServiceNow was a bit cheaper it would have had a good chance of our company choosing it at that time. Now, ServiceNow is a leader and its pricing is quite good, quite competitive. If it were cheaper it would probably be better in this market niche. 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.
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. The licensing is changing drastically. Especially for the Orchestration piece and the HR piece, the pricing is pretty high. Initially, when ServiceNow started, the licensing was very nominal and that's why customers adopted the tool. But now, in terms of replacing other tools with ServiceNow, they could probably work on the licensing part. Doing so will obviously increase the ServiceNow market and customers will start using it for that.
Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.
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. ServiceNow is a little bit expensive for us, here in Brazil, due to taxes, etc.
It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.
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.