ServiceNow Now Platform Reviews

Name: ServiceNow Now Platform
Brand: ServiceNow
Rating: 4.2 (46 reviews)

Vendor: ServiceNow

4.2 out of 5

46 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 #11 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 68% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 19% of all views.

Buyer's Guide

ServiceNow Now Platform

December 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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Navin Jacob

CTO at a tech services company with 5,001-10,000 employees

Currently, it's very technologically complex and requires IT specialists to fully understand the platform's potential. The user experience and usage perspective should be simplified for wider adoption, especially in smaller organizations. So, simplifying the user interface for both users and administrators is key. It is not very intuitive. In my experience, learning the tool takes months. Even then, it often requires a few years of on-the-job experience before users become fully comfortable. Newer tools on the market address the complexity issue ServiceNow faces, as its legacy base can be a limitation. Also, pricing can be a barrier for smaller organizations. With the rapid advancements in cloud-based technologies, particularly generative AI, ServiceNow may need to revisit its pricing to stay competitive.

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SiddharthZunjarrao

Associate Director at KPMG India

ServiceNow is highly scalable from a customization point of view, allowing for the building of portals, adding and configuring widgets, and designing workflows as preferred. The text-to-code feature is particularly useful for turning natural language instructions into recognizable code on the ServiceNow platform, aiding both implementation teams and customers. The case summarization feature is also great, as it summarizes user comments and agent notes into a resolution code without needing to review the entire activity history.

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ServiceNow Now Platform mindshare

Product category:

As of January 2025, the mindshare of ServiceNow Now Platform in the Rapid Application Development Software category stands at 1.7%, down from 1.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Rapid Application Development Software

PeerAnalyst reports

Type	Title	Date
Category	Rapid Application Development Software	Jan 17, 2025	Download
Product	Reviews, tips, and advice from real users	Jan 17, 2025	Download
Comparison	ServiceNow Now Platform vs Microsoft Power Apps	Jan 17, 2025	Download
Comparison	ServiceNow Now Platform vs ServiceNow	Jan 17, 2025	Download
Comparison	ServiceNow Now Platform vs OutSystems	Jan 17, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	11.4%	92%	216 interviews Add to research
Microsoft Power Apps	3.9	16.2%	94%	92 interviews Add to research

Valuable Features

ServiceNow Now Platform's most valuable features are cataloging, incident and workflow management, automation, and integration capabilities. It offers robust IT service management, IT operations management, and knowledge management functionalities. Users find the platform user-friendly, scalable, and customizable, enabling seamless process automation and efficient service management. The platform is praised for its flexibility, low-code environment, and development tools. Machine learning, predictive analytics, and AI capabilities also enhance its effectiveness in resolving tickets quickly.

"ServiceNow provides immense options for customization and scalability, allowing users to build and modify the platform according to their needs."
"ServiceNow is highly scalable from a customization point of view, allowing for the building of portals, adding and configuring widgets, and designing workflows as preferred."
"The most valuable features are the ease of use, stability, and the ability to change or upgrade seamlessly."

Room for Improvement

Improvement areas for ServiceNow Now Platform include simplifying the licensing model and reducing costs since it is seen as expensive and complex. Users find the user interface unintuitive and not user-friendly, affecting navigation and usability. Integration capabilities require enhancement to support various technologies and improve connectivity with other tools. There is a demand for more AI and machine learning features to boost automation and intelligence. The mobile interface, customization options, and technical support could be enhanced.

"The Playbooks feature is useful for visualizing steps in a process, however, it lacks support for rollbacks in case of complex customer processes."
"The Playbooks feature is useful for visualizing steps in a process, however, it lacks support for rollbacks in case of complex customer processes."
"The analytics should be more readily available on the base product."

ROI

Many have observed ROI from ServiceNow Now Platform, especially larger enterprises. They note its benefits in quantifying team efforts, building a knowledge base, and utilizing AI for efficiency. While satisfaction is reported, the high cost sometimes challenges smaller businesses. Effective usage of all features leads to better ROI, especially when deployed from the ground up. Some see potential with new technologies, yet others find it early to determine tangible benefits.

Pricing

ServiceNow Now Platform's pricing is considered high, with costs varying based on users, modules, and specific subscriptions. Most features are covered by licensing, but additional expenses may arise for developers, plugins, maintenance, and advanced analytics. Licenses range from $100 per user per month, with enterprise suitability over smaller firms. Favorable terms may exist for non-profits, yet overall affordability compares unfavorably to competitors. Mid to large enterprises may find value despite higher costs.

"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 utilize ServiceNow Now Platform for diverse IT service management tasks including incident, change, and problem management. It serves as a hub for call logging, asset management, and integrates with multiple tools for data and security management. Companies also leverage its workflow and automation capabilities to enhance operational efficiency and support various business functions like HR service delivery, procurement, and finance management. ServiceNow operates in cloud or hybrid environments, aligning with security and compliance standards.

Service and Support

ServiceNow Now Platform's customer service and support are generally praised for their responsiveness and technical knowledge. Many users appreciate the valuable input from ServiceNow's technical team during complex issues. For basic queries, there's room for improvement. Some customers rely on internal support teams or local partners, which influences their experience. The direct support team is often rated highly, though communication challenges can arise. Customers acknowledge the platform's evolving scope and scalability, noting the importance of UX/UI improvements.

Deployment

ServiceNow Now Platform's initial setup is generally straightforward and simple, especially for those using out-of-the-box configurations. Cloud hosting simplifies the process, allowing users to deploy within weeks to a few months. Customization can introduce complexity, requiring tailoring to specific company needs. Setup time varies based on enterprise size and requirements, ranging from a few weeks to a year. Specialized knowledge or assistance is beneficial for complex deployments or unique configurations.

Scalability

ServiceNow Now Platform is recognized for its robust scalability, supporting businesses of varying sizes. Users find scaling easy, both up and down, with efficient license management. It integrates well across various technologies, making it versatile for different needs. Many organizations have deployed it for thousands of users without encountering significant issues. The platform's ability to handle large data volumes and numerous users efficiently contributes to its high scalability ratings from different entities.

Stability

Users find ServiceNow Now Platform impressively stable with high reliability, achieving up to 99.97% uptime. Despite occasional issues during upgrades and integrations, it maintains excellent performance and minimal downtime. Users rate its stability between 7 to 10 out of 10, reflecting overall satisfaction. Language support across regions enhances usability, and the platform effectively handles critical applications without significant bugs or glitches. Users consistently rely on it for daily operations due to its consistent performance.

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

19%

Computer Software Company

11%

Government

10%

Manufacturing Company

Healthcare Company

Retailer

Insurance Company

Media Company

University

Energy/Utilities Company

Real Estate/Law Firm

Educational Organization

Legal Firm

Construction Company

Wholesaler/Distributor

Outsourcing Company

Consumer Goods Company

Marketing Services Firm

Non Profit

Hospitality Company

Performing Arts

Pharma/Biotech Company

Aerospace/Defense Firm

Logistics Company

Transportation Company

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.”