ServiceNow Now Platform Reviews

Name: ServiceNow Now Platform
Brand: ServiceNow
Rating: 4 (44 reviews)

Vendor: ServiceNow

4.2 out of 5

44 reviews
97% willing to recommend

107 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. 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 70% 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

We use the solution for work management and support. Depending on the problem, I use it for ticket management, lodging, or resolving internet requests. We use it mostly internally. There's not much integration at this point. We did a proof of concept for the business on the integration with Azure…

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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 Sep 18, 2024

Valuable Features

Incident management, workflow, automation, and integration are highlighted features. The platform's user-friendly interface, configurability, and customizability are valued. Learning materials, low-code environment, and strong database are important. Its flexibility with JavaScript, custom scripting, form-filling, ticketing tools, AI integration, and IT operations management are frequently appreciated. ServiceNow Now Platform's capabilities in multi-device support, ITSM, ITBM, ITOM, data management, and powerful reporting are consistently noted.

"The primary feature we find valuable is data management."
"The solution has more products than being an ITSM tool. Big customers such as those from Telcom tend to like it. Some of our customers use AI-based chatbots."
"ServiceNow Now Platform has one thing that no other tool offers, which is the dataset, specifically the management of the dataset."

Room for Improvement

ServiceNow Now Platform requires simpler and more affordable licensing, improved UI and UX, enhanced integration capabilities, and better technical support. Users find its user interface outdated and not intuitive, while the licensing model is seen as complex and expensive. Integration difficulties, especially with ERP systems, need addressing. Enhanced support for additional programming languages and machine learning, as well as improved customization options and ticket management, are also needed. Simplified setup and reduced implementation time are essential.

"If AI were better integrated into ServiceNow, it would lower the RPA costs and make the platform more accessible."
"ServiceNow Now Platform's adoption seems to be a main challenge for our clients."
"The product's UI is ugly, making it an area where improvements are required."

ROI

Companies have experienced ROI from ServiceNow Now Platform by quantifying team work, building knowledge bases, and implementing AI/ML for an automatic helpdesk. Large companies offering ServiceNow as a service have seen it yield ROI over the years, especially when fully utilizing its features, which saves money in the long term. However, smaller companies might find the cost difficult to justify. Full implementation can bring a proper solution without wasting time and decrease costs eventually.

Pricing

ServiceNow Now Platform licensing costs are generally high and depend on the number of users, modules utilized, and specific packages like IDSM. Additional costs may include development, maintenance, analytical views, and extra plugins not available on ServiceNow Hub. Licensing is often paid annually, with prices ranging from $49 to $100 per user per month, and can be cheaper based on reseller relationships. The solution is more suited for large enterprises.

"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

ServiceNow Now Platform is primarily utilized for IT service management, incident and problem management, change management, asset management, HR service delivery, and custom workflow development. It assists in ticket management, compliance, security operations, cloud and asset management, business process automation, and integrates with third-party solutions. The platform supports various teams by harmonizing workflows, deploying ITSM modules, and managing customer-related incidents for telecom and other sectors.

Service and Support

ServiceNow Now Platform's customer service and technical support are generally perceived as responsive, helpful, and knowledgeable, especially with complex, high-priority issues. Some users highlight the ease of logging tickets and quick responses, while others note room for improvement at basic support levels. Partner-provided support varies, with some partners delivering excellent service. Users value dedicated technical support teams and account managers. Overall, ServiceNow Now Platform technical support receives positive feedback with occasional reports of delays and communication issues.

Deployment

Users found ServiceNow Now Platform's initial setup to range from straightforward to complex, depending on the organization's needs and familiarity. It can be quick for basic implementations but may require extensive customization for unique requirements, taking anywhere from weeks to years. While some praised its ease and out-of-the-box functionality, others noted the challenges in integration and customization, often necessitating specialized skills and multiple team members. Cloud deployment simplified some aspects, but complex cases needed careful planning.

Scalability

ServiceNow Now Platform is highly scalable, supporting a range of enterprise needs. Users have successfully implemented it across various business sizes, reporting efficiency in scaling up or down. There are positive remarks on managing extensive user bases and multiple technologies. Users highlight ease in licensing and overall platform growth. Some note dependencies and occasional performance issues during heavy API calls. User ratings for scalability are consistently high.

Stability

ServiceNow Now Platform is highly stable, scoring between 8 and 10 in many instances. Users report minimal downtime and rarely encounter bugs or glitches. The platform boasts over 99% uptime, aids critical applications, and continuously improves, particularly in areas like AI automation. Experience with features like IntegrationHub and APF is generally positive, although there are occasional challenges during upgrades and integrations.

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

12%

Government

10%

Manufacturing Company

Healthcare Company

Retailer

Media Company

Energy/Utilities Company

Insurance Company

Educational Organization

University

Real Estate/Law Firm

Wholesaler/Distributor

Construction Company

Legal Firm

Outsourcing Company

Transportation Company

Consumer Goods Company

Marketing Services Firm

Hospitality Company

Non Profit

Pharma/Biotech Company

Performing Arts

Logistics Company

Aerospace/Defense Firm

Comms Service Provider

Security Firm

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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.”