ServiceNow Now Platform Reviews

Name: ServiceNow Now Platform
Brand: ServiceNow
Rating: 4.2 (45 reviews)

Vendor: ServiceNow

4.2 out of 5

45 reviews
97% willing to recommend

109 followers

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What is ServiceNow Now Platform?

ServiceNow Now Platform is a rapid application development software solution that enables data to flow seamlessly across applications and existing systems. It delivers workflow automation at an enterprise scale, allowing you to optimize business processes for productivity, agility, and resiliency. Now Platform has out-of-the-box digital workflows that automate everyday service requests, enabling delivery teams to increase service delivery speed, and free up time for higher-value work that drives enterprise-wide innovation.

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ServiceNow Now Platform is the #3 ranked solution in top No-Code Development Platforms, #8 ranked solution in top Low-Code Development Platforms, and #10 ranked solution in top Rapid Application Development Software. PeerSpot users give ServiceNow Now Platform an average rating of 8.4 out of 10. Based on the analysis of the 45 most recent ServiceNow Now Platform reviews, the overall sentiment is positive, with a sentiment score of 6.5. (Among the lowest in the category). ServiceNow Now Platform is most commonly compared to ServiceNow: ServiceNow Now Platform vs ServiceNow. ServiceNow Now Platform is popular among the large enterprise segment, accounting for 69% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 18% of all views.

Buyer's Guide

ServiceNow Now Platform

October 2024

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Featured reviews

Fabio QUINTANILHA

IT4IT Manager at L'Oreal

The initial setup is straightforward. There are limited access. If you choose not to use scripts, you can still configure the majority of the settings on the platform. The technical aspect of implementing changes is governed by change management processes. Even simple features require careful consideration of communication, documentation, and governance. Despite the setup being relatively straightforward and typically taking one to two weeks to complete once the desired outcome is identified, the implementation phase can often extend for a month or two due to various factors. I rate the initial setup a nine out of ten, where one is difficult, and ten is easy.

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Chris Longland

Devops Support and Guidance at Queensland Government

The solution provides us with a single platform where we can put together a lot of linked requests, incidents, and bugs in a single spot. Before, we had a few different tools to manage it. All the new features for the integration into Azure DevOps are helpful. The integration with other tools is pretty good. We have a ServiceNow team. We send our requests to them. The internal integration process is not very difficult. Most requests for any changes or customizations to ServiceNow are completed quite quickly.

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SYAHRIAH SALLEH

Application Support Specialist at DHL

I think there are no areas where improvements are required in the solution since it works fine and the tool is quite fast. Presently, since the product is going through a phase of upgrading, I feel that the solution's user interface is an area with certain shortcomings, where improvements are required. When users navigate through the first page of the solution, the tool shows the dashboard, and if there is some error in there, I am not sure how to deal with it in the current version of the solution, especially after the major upgrade of the solution that which happened last year after which the features were made to look totally different from the product's previous version. When I try to search for the things I used to use in the previous version of the solution, it takes a long time, so the user interface needs to be made better.

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ServiceNow Now Platform mindshare

Product category:

As of November 2024, the mindshare of ServiceNow Now Platform in the Rapid Application Development Software category stands at 1.6%, down from 1.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Rapid Application Development Software

Key learnings from peers

Last updated Nov 8, 2024

Valuable Features

ServiceNow Now Platform excels in workflow automation, incident management, and IT service management. Users appreciate its user-friendly interface, configurability, and low code environment. It integrates easily with other systems, supports seamless application integration, and offers comprehensive reporting and dashboards. Its machine learning capabilities enhance ticket assignment efficiency. Additionally, the platform provides robust data management, enabling users to manage datasets effectively. APIs and automation tools like RPA and AI-based functionalities further improve operational efficiency.

"The most valuable features are the ease of use, stability, and the ability to change or upgrade seamlessly."
"The most valuable features are the ease of use, stability, and the ability to change or upgrade seamlessly."
"The primary feature we find valuable is data management."

Room for Improvement

ServiceNow Now Platform needs improvements in mobile capabilities, AI integration, licensing clarity, pricing competitiveness, and customization options. The interface requires enhancements to be more user-friendly and intuitive. Technical support and ease of integration with other systems should be strengthened. The platform also needs to simplify its setup process and accelerate adoption for smaller organizations. More programming language support, better analytics, and improved RPA features are also necessary. The complexity and cost may deter potential users.

"The analytics should be more readily available on the base product."
"The analytics should be more readily available on the base product."
"If AI were better integrated into ServiceNow, it would lower the RPA costs and make the platform more accessible."

ROI

ROI from ServiceNow Now Platform varies significantly. Some organizations experience ROI through improved team performance and AI-driven automations, enhancing service levels. Larger enterprises often see greater benefits, especially when fully utilizing platform capabilities. High costs can be a hurdle for smaller companies, who might find more value in alternatives like Zendesk if features are underutilized. New generative AI features are anticipated to boost future returns, while some have yet to see substantial ROI, citing early implementation stages.

Pricing

ServiceNow Now Platform is considered expensive, with costs typically on the higher side compared to alternatives. Pricing varies based on modules used, user count, and subscription types, often ranging from $49 to $100 per user per month. Licensing models can be complex and may include additional fees for development, support, and extra features. Discounts might be available based on vendor relationships. It is generally more ideal for larger enterprises, while smaller organizations may find it less affordable.

"People seem to be buying the tool a lot. I think its licensing is okay."
"The product is very expensive."
"In my opinion, it is expensive. However, they do offer favorable licensing for charities, for example."

Popular Use Cases

Organizations primarily use ServiceNow Now Platform for IT service management, including incident, problem, and change management. They leverage its capabilities for asset management, HR service delivery, and cloud management in hybrid environments. It supports automation, orchestration, and integration with third-party tools. Users build custom workflows and applications, manage business processes, and enhance user experience. The platform handles ticket and service request management across global operations, often in compliance with local security regulations.

Service and Support

ServiceNow Now Platform's customer service and support receive positive feedback for promptness and technical skills. Users report helpful and knowledgeable support teams, especially for complex issues. Local partner availability affects service levels, with partners in India noted for good service. While some users find basic support needing improvement, others appreciate the ability to escalate high-priority tickets easily. Communication challenges and slow issue resolution are occasional concerns. Overall, ServiceNow's technical team is rated highly by many users.

Deployment

ServiceNow Now Platform's initial setup is considered straightforward and similar to installing a mobile app. Organizations appreciate the effortlessness and versatility of the cloud-based setup but often require customization to meet specific needs. While some users manage deployment swiftly, others experience complexity due to unique requirements. The basic installation is quick, but full deployment varies, ranging from weeks to several months, depending on organization size, existing processes, and desired customizations.

Scalability

ServiceNow Now Platform demonstrates strong scalability, accommodating businesses of various sizes. Users find it easy to expand licenses and manage extensive data. The platform efficiently supports large user bases across multiple sectors and handles integration with disparate technologies. Some organizations mention potential challenges with API call volumes, yet most appreciate its capacity to grow alongside evolving enterprise needs. The platform is widely regarded as adaptable and reliable for ongoing business demands.

Stability

Many users express high confidence in the stability of ServiceNow Now Platform, praising its reliability and minimal downtime. It's often rated between eight to ten for stability. They note occasional challenges during upgrades and integrations but acknowledge significant improvements in standardization. Multiple users have had positive experiences with features, particularly appreciating its consistent performance and lack of major issues or glitches. Uptime is mentioned as very high, reinforcing its value for critical applications.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ServiceNow Now Platform Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

18%

Computer Software Company

13%

Government

10%

Manufacturing Company

Healthcare Company

Retailer

Media Company

Insurance Company

Educational Organization

Energy/Utilities Company

University

Real Estate/Law Firm

Legal Firm

Wholesaler/Distributor

Outsourcing Company

Construction Company

Consumer Goods Company

Marketing Services Firm

Hospitality Company

Non Profit

Aerospace/Defense Firm

Pharma/Biotech Company

Logistics Company

Transportation Company

Performing Arts

Comms Service Provider

Security Firm

Compare ServiceNow Now Platform with alternative products

Learn more about ServiceNow Now Platform

ServiceNow Now Platform Features

ServiceNow Now Platform has many valuable key features. Some of the most useful ones include:

Configuration Management Database (CMDB): The solution’s centralized source provides full visibility into your IT environment.

Common Services Data Model (CSDM): Now Platform includes a CMDB-based framework that enables standard and consistent service modeling.

Conversational interfaces: The conversational interfaces allow users to seamlessly connect to virtual or live agents through any popular messaging app.

Service portal: Using this feature, users can build, customize, and deploy mobile-friendly self-service experiences.

Service level management: With the solution, users can gather service requirements and monitor and manage SLAs.

Reports and dashboards: Now Platform enables users to easily create and configure customized reports and eye-catching dashboards.

Flow designer: This feature helps users build, connect, and automate cross-enterprise workflows in a single, no-code design environment.

Machine learning: Automate routine tasks and resolve issues faster with purpose-built AI capabilities.

Data certification: The solution’s data certification allows users to manage scheduled and on-demand validations of platform data.

ServiceNow Now Platform Benefits

There are many benefits to implementing ServiceNow Now Platform. Some of the biggest advantages the solution offers include:

Innovation at scale and speed: Empower developers of any skill level to build and automate with low code tools. Users can also unlock ROI quickly with pre-built apps and integrations that extend digital workflows.

Optimize processes: Optimize work across the enterprise through automating tasks. The solution helps you work smarter and faster with native, purpose-built AI and analytics.

Connect siloes to create seamless experiences for employees and customers: Create and maintain a single source of truth for your enterprise and simplify user experiences with cross-enterprise workflows.

Reviews from Real Users

ServiceNow Now Platform is a solution that stands out when compared to many of its competitors. Some of its major advantages are that it has JavaScript flexibility, and is simple, stable, and agile.

YashShah, Sr. Software Developer at a university, writes, "What I like most about the ServiceNow Now Platform is the flexibility of using JavaScript. I also like that the platform allows custom scripting, server-side scripting, and client-side scripting. Another valuable feature in the ServiceNow Now Platform is the Flow Designer which allows dragging and dropping code, and low code activities."

“The simplicity is great. Based on my experience with other solutions in the market, the most important is the simplicity of implementing all the features that we have in ServiceNow and helping customers to simplify the work process in the daily journeys that they have,” says Bruno P., Architect and delivery manager at Axians.

Another PeerSpot reviewer, Romy B., IT BRM - Business Operations and Functions at Pernod Ricard, expresses, “[The solution is] a stable, scalable, and agile solution that provides fast deployment, good workflow automation and integration capability, but is held back by the UI.”