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ServiceNow vs ServiceNow Now Platform comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 17, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.9
ServiceNow enhances efficiency, reduces costs, and improves ROI with automation and streamlined processes, providing long-term organizational value.
Sentiment score
6.8
ServiceNow provides ROI through metrics, AI tools, and efficiency, benefiting larger enterprises despite cost concerns for smaller ones.
The return on investment is good when implementing for ourselves and for other clients.
 

Customer Service

Sentiment score
7.0
ServiceNow's customer service is generally praised, but technical support experiences vary and rely on community resources.
Sentiment score
7.2
ServiceNow technical support is highly rated but lacks in basic support, often relying on internal teams for quick assistance.
The support is exemplary and deserves a perfect rating.
Most of the support comes from partners, and customers heavily rely on them.
I have contacted them four to five times over the past two years, and they have been quite helpful.
 

Scalability Issues

Sentiment score
7.4
ServiceNow is highly scalable, integrates well with systems, and offers flexibility, making it ideal for diverse organizations.
Sentiment score
7.9
ServiceNow Now Platform is scalable, integrates seamlessly, supports thousands of users, and offers flexibility with straightforward licensing.
It is capable of vertical scaling with no issues.
Users can build and modify the platform according to their needs.
It is easily scalable and very powerful in this direction.
 

Stability Issues

Sentiment score
7.7
ServiceNow is highly stable with minimal disruptions, often due to external factors, offering reliable SaaS performance and support.
Sentiment score
8.4
EMEA users praise ServiceNow Now Platform for 99.9% reliability, consistent uptime, multilingual support, and seamless daily performance.
ServiceNow is already a stable tool.
ServiceNow is stable enough.
I haven't had any situations where it would be unavailable for our calls, so I don't have complaints there.
 

Room For Improvement

ServiceNow users seek improvements in interface, navigation, pricing, documentation, mobile functionality, support, updates, and third-party integrations.
ServiceNow users seek better licensing clarity, UI, integration, programming support, and technical support due to cost and customization issues.
There is a need for bug or error tracking in ServiceNow.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
There are sometimes challenges with the portal being a bit confusing for new users.
Historical data isn't as easily available as expected and it requires buying additional licenses for more features.
It lacks support for rollbacks in case of complex customer processes.
The user interface could be modernized and made more attractive for users.
 

Setup Cost

ServiceNow's pricing is higher than competitors, suited for large enterprises but challenging for smaller companies due to cost complexity.
ServiceNow is costly due to variable licensing and module fees, making it less flexible for smaller organizations.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
ServiceNow Now Platform is an expensive product.
ServiceNow Now Platform falls within the more expensive tier of a product.
 

Valuable Features

ServiceNow excels in customization, integration, and user-friendliness, offering versatile workflows, ITIL processes, and strong community support.
ServiceNow Platform enhances efficiency with workflow automation, integration, scalability, and user-friendly interfaces for comprehensive service management.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The most valuable features of ServiceNow for me are its ticketing and reporting capabilities.
It is extremely powerful and very much customizable, which allows for quick building of solutions around it.
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 most valuable features are the ease of use, stability, and the ability to change or upgrade seamlessly.
 

Categories and Ranking

ServiceNow
Ranking in Rapid Application Development Software
2nd
Ranking in No-Code Development Platforms
1st
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
217
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st)
ServiceNow Now Platform
Ranking in Rapid Application Development Software
11th
Ranking in No-Code Development Platforms
3rd
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
47
Ranking in other categories
Low-Code Development Platforms (8th)
 

Mindshare comparison

As of April 2025, in the Rapid Application Development Software category, the mindshare of ServiceNow is 11.0%, up from 10.0% compared to the previous year. The mindshare of ServiceNow Now Platform is 1.8%, up from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Rapid Application Development Software
 

Featured Reviews

Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.
Fabio QUINTANILHA - PeerSpot reviewer
Allows for seamless integration and sharing of common features
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.
report
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848,716 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
27%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
Financial Services Firm
16%
Computer Software Company
10%
Government
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
What do you like most about ServiceNow Now Platform?
The integration with other tools is pretty good.
What is your experience regarding pricing and costs for ServiceNow Now Platform?
From what I have heard only from our sales team, ServiceNow Now Platform falls within the more expensive tier of a product, but I can't really judge it.
What needs improvement with ServiceNow Now Platform?
The user interface could be modernized and made more attractive for users.
 

Overview

 

Sample Customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
experian, beachbody, health partners
Find out what your peers are saying about ServiceNow vs. ServiceNow Now Platform and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.