ServiceNow Now Platform Reviews

Name: ServiceNow Now Platform
Brand: ServiceNow
Rating: 4.1 (47 reviews)

Vendor: ServiceNow

4.1 out of 5

47 reviews
97% willing to recommend

105 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 8.2 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 16% of all views.

Buyer's Guide

ServiceNow Now Platform

March 2025

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Featured ServiceNow Now Platform 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 April 2025, the mindshare of ServiceNow Now Platform in the Rapid Application Development Software category stands at 1.8%, up from 1.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Rapid Application Development Software

PeerResearch reports based on ServiceNow Now Platform reviews

Type	Title	Date
Category	Rapid Application Development Software	Apr 29, 2025	Download
Product	Reviews, tips, and advice from real users	Apr 29, 2025	Download
Comparison	ServiceNow Now Platform vs Microsoft Power Apps	Apr 29, 2025	Download
Comparison	ServiceNow Now Platform vs ServiceNow	Apr 29, 2025	Download
Comparison	ServiceNow Now Platform vs OutSystems	Apr 29, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	11.0%	92%	217 interviews Add to research
Microsoft Power Apps	3.9	14.5%	94%	94 interviews Add to research

Valuable Features

ServiceNow Now Platform's most valuable features include seamless workflow automation, ITSM, and ITOM capabilities. Users appreciate its catalog-based request management, intuitive interface, scalability, and integration options. The platform offers robust data management, reporting, dashboards, and automation capabilities. ServiceNow enhances productivity and user experience with out-of-the-box features, machine learning, and AI capabilities. Customization, configurability, and ease of use are highly valued, making it a popular choice for managing complex IT operations and services across various industries.

"ServiceNow Now Platform is very powerful in terms of data management."
"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."

Room for Improvement

ServiceNow Now Platform faces challenges with its licensing and pricing models, which are seen as expensive and complex. The user interface and user experience could be improved for better intuitiveness and customization. There is demand for greater integration capabilities, especially with AI and mobile functionality. Technical support needs enhancement. The platform's learning curve and initial setup are considered steep, making it less accessible for smaller organizations. Enhancing the analytics, AI integration, and reporting features would also be beneficial.

"The user interface could be modernized and made more attractive for users."
"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."

ROI

Large organizations report a positive impact on ROI with ServiceNow Now Platform, highlighting its ability to quantify work and utilize advanced technologies like AI and ML for optimized efficiency. Utilizing all features enhances cost-effectiveness, reducing operational time and saving resources. Smaller companies find it challenging to justify costs without comprehensive feature usage. Some experience difficulties in evaluating ROI early in their implementation journey or suggest alternative tools for similar results at a lower cost.

Pricing

ServiceNow Now Platform's pricing is notably high, with costs primarily determined by user count and specific modules. Most features are included, but additional plugins can incur extra charges. Licensing typically ranges from $49 to $100 per user monthly, with annual terms. Some organizations cite additional implementation and maintenance expenses. Compared to competitors, ServiceNow is generally pricier, yet it offers extensive functionality. Licensing models orient towards larger enterprises, making it less feasible for smaller businesses.

"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 use ServiceNow Now Platform for various functions such as process orchestration, workflow management, and IT service management. It supports operations from incident management, ticketing, and change management to HR and procurement processes. ServiceNow also enables integration with external systems, facilitates custom application development, and automates business processes. Many entities explore capabilities in regulatory fields, asset management, and digital transformation, benefiting from its no-code/low-code platform and multi-functional modules.

Service and Support

ServiceNow Now Platform offers excellent customer service and technical assistance. Users praise responsiveness, efficiency, and knowledgeability, highlighting strong support for complex issues. Account managers are available for escalations, ensuring quick resolutions. External support through partners varies in quality. Some report slower responses and challenges at basic support levels, suggesting room for improvement. Regional support is consistent across Middle East, Europe, and Asia Pacific, making it competitive in the service management sector.

Deployment

ServiceNow Now Platform's initial setup varies in complexity. It is often straightforward but can require customization and a team of specialists. Deployment typically ranges from a few weeks to several months, influenced by specific organizational needs. While some find it user-friendly with out-of-the-box features, others encounter challenges, especially with complex integrations. The cloud-based setup simplifies infrastructure management, yet customization remains essential to meet unique business processes and requirements.

Scalability

ServiceNow Now Platform is highly scalable, adaptable for organizations of various sizes. Many users commend its scalability, citing its capacity to handle numerous licenses and users efficiently. Scalability is consistently rated high, with users praising its customizability and integration capabilities. Some highlight its ability to manage significant growth without performance issues. While licensing could be a consideration, the platform efficiently supports substantial expansion. Users often rate its scalability positively, with scores frequently between seven and nine out of ten.

Stability

ServiceNow Now Platform is highly stable, with many users consistently praising its reliability and performance. The platform achieves an uptime close to 99.9%, ensuring minimal downtime. While some have encountered issues during updates or integrations, it generally operates without bugs or glitches. Users appreciate its cloud-based system, which supports multiple languages, and rate its stability between 8 to 10 out of 10. The platform's advancements in AI automation and industry-standardization have been noted positively.

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

16%

Computer Software Company

10%

Government

Manufacturing Company

Healthcare Company

Retailer

Insurance Company

University

Media Company

Educational Organization

Real Estate/Law Firm

Energy/Utilities Company

Legal Firm

Wholesaler/Distributor

Construction Company

Consumer Goods Company

Comms Service Provider

Non Profit

Outsourcing Company

Marketing Services Firm

Aerospace/Defense Firm

Pharma/Biotech Company

Logistics Company

Hospitality Company

Performing Arts

Security Firm

Transportation Company

Recreational Facilities/Services Company

Photography Company

Leisure / Travel Company

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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.”