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reviewer1930077 - PeerSpot reviewer
Senior IT consultant at a tech services company with 11-50 employees
Consultant
Top 20
Seamless upgrades, great features, and seamless support
Pros and Cons
  • "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 analytics should be more readily available on the base product."
  • "The analytics should be more readily available on the base product."

What is our primary use case?

I am primarily using ServiceNow Now Platform for IT service management.

What is most valuable?

The most valuable features are the ease of use, stability, and the ability to change or upgrade seamlessly.

What needs improvement?

The analytics should be more readily available on the base product. Historical data isn't as easily available as expected and it requires buying additional licenses for more features.

For how long have I used the solution?

I have been using it for nine months.

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ServiceNow Now Platform
March 2025
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What do I think about the stability of the solution?

ServiceNow Now Platform is fairly stable.

What do I think about the scalability of the solution?

The platform is fairly scalable, and I haven't experienced any limitations.

How are customer service and support?

The customer service and support are fairly good. I haven't had any issues with regards to the support part.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

I have not really used previous solutions.

How was the initial setup?

The initial setup has been easy, with not many complications.

What about the implementation team?

A team that knows what they're doing is needed to do the installation.

What was our ROI?

It's difficult to put a return on investment value on it as it's fairly early in the journey, less than a year.

What's my experience with pricing, setup cost, and licensing?

ServiceNow Now Platform is an expensive product.

What other advice do I have?

I'd rate the solution eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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PeerSpot user
Servicenow Technical Architect at a tech services company with 10,001+ employees
MSP
A customizable solution with multiple uses across different business models
Pros and Cons
  • "The solution provides a single platform for multiple systems and software to operate from. We have found the solution to be stable The initial setup and deployment of the solution was very easy. The technical support team are very helpful, we contact them whenever we are unable to fix an issue."
  • "The solution doesn't allow users to create custom tables, which would be a big improvement."

What is our primary use case?

We use the product to provide our customers with a custom-built platform for their software and other requirements, such as patient detail management.

What is most valuable?

The solution provides a single platform for multiple systems and software to operate from.

What needs improvement?

The solution doesn't allow users to create custom tables, which would be a big improvement.

For how long have I used the solution?

We have been using this solution for almost seven years.

What do I think about the stability of the solution?

We have found the solution to be stable.

What do I think about the scalability of the solution?

The product is scalable.

How are customer service and support?

The technical support team are very helpful, we contact them whenever we are unable to fix an issue.

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup and deployment of the solution was very easy.

What's my experience with pricing, setup cost, and licensing?

The licensing models are for this solution are based on the modules that are being utilized, the number of users, and other factors. 

What other advice do I have?

I would recommend this product to businesses who are using multiple systems across different departments, and are looking for a single point to operate them from. I would rate this product as 10 out of 10.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
Buyer's Guide
ServiceNow Now Platform
March 2025
Learn what your peers think about ServiceNow Now Platform. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
844,944 professionals have used our research since 2012.
reviewer2519049 - PeerSpot reviewer
CIO at a tech consulting company with 51-200 employees
Real User
A solid product that is more than an ITSM tool
Pros and Cons
  • "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's adoption seems to be a main challenge for our clients."

What is most valuable?

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.  

What needs improvement?

ServiceNow Now Platform's adoption seems to be a main challenge for our clients. 

For how long have I used the solution?

I have been working with the platform for six years. 

How are customer service and support?

We have never contacted support yet. 

What was our ROI?

Using all of the tool's features can yield a decent ROI. However, if you underutilize its features, other cheaper solutions like Zendesk might work better for you.  

What's my experience with pricing, setup cost, and licensing?

People seem to be buying the tool a lot. I think its licensing is okay. 

What other advice do I have?

I recommend the solution for larger businesses. It is solid and has improvements in its roadmap. I rate the overall product an eight out of ten. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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reviewer2220285 - PeerSpot reviewer
AVP - Tech Commercialization at a tech services company with 1,001-5,000 employees
Real User
Top 20
Allows you to create customized workspaces, but it should incorporate more AI features
Pros and Cons
  • "The most valuable feature of the ServiceNow Now Platform is the workspaces feature, which allows you to create customized workspaces."
  • "The solution’s AI and NLP features could be improved."

What is our primary use case?

Since ServiceNow Now Platform is a no-code low-code platform, we are using it to build solutions around life sciences, especially in the regulatory field. We use the tool as a process orchestration engine.

What is most valuable?

The most valuable feature of the ServiceNow Now Platform is the workspaces feature, which allows you to create customized workspaces. The solution's form-filling feature is also good.

What needs improvement?

The solution’s AI and NLP features could be improved. The solution's pricing needs to be more competitive, and the tool needs to do a lot of work incorporating more AI features.

The solution should include custom search and document creation features.

What do I think about the scalability of the solution?

I don't see any problem with the solution's scalability.

What other advice do I have?

The solution has more process orchestration features than automation features. The tool does have some NLP features, but they aren't as evolved as we would want them to be. It is not difficult to integrate the solution with other tools. We chose the solution because it had a high analyst rating when we evaluated it.

The solution has helped improve our efficiency by around 30% to 35%. The front end is fairly neat, configurable, and customizable for each user. It is not difficult to configure or deploy the solution. We are not informed beforehand when there is downtime, which creates a problem. The solution can adapt to the changes in our business needs.

I would recommend the solution to other users.

Overall, I rate the solution a seven out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
IT bp at KDR Corp
Real User
Top 5Leaderboard
Expensive, has a lot of limitations, and does not produce a return on investment
Pros and Cons
  • "The solution is in Gartner's Magic Quadrant."
  • "The tool has a lot of limitations."

What is most valuable?

The solution is in Gartner's Magic Quadrant. It is the only reason it's being recommended across corporations.

What needs improvement?

The tool has a lot of limitations. I do not like it. I did not see any return on my investment. The product does not work well.

For how long have I used the solution?

I have been using the solution for five years.

How are customer service and support?

I do not like the support.

How would you rate customer service and support?

Negative

How was the initial setup?

The implementation and configuration took six months.

What's my experience with pricing, setup cost, and licensing?

The product is very expensive. It costs $100 per user per month.

Which other solutions did I evaluate?

I prefer the newer ticketing systems like Zendesk.

What other advice do I have?

I did not integrate the solution with other products due to its limitations. I do not recommend the product to others. I am not satisfied with it. I do not even use the dashboards. I download the data and use it in Excel. Overall, I rate the solution one out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1294326 - PeerSpot reviewer
Delivery Manager at a computer software company with 10,001+ employees
Real User
Easy to use platform that enables us to work seamlessly
Pros and Cons
  • "We work on it directly to send out tickets. It enables us to work seamlessly, we don't need to send them out manually. We can create a ticket and assign it in the system."
  • "The cost has room for improvement. It is currently expensive."

What is our primary use case?

It's part of a suite of other ServiceNow solutions. 

What is most valuable?

There are multiple valuable features:

  • Ticketing tools
  • Customers have access to this and they use it. We have an overall contract for it.

We work on it directly to send out tickets. It enables us to work seamlessly, we don't need to send them out manually. We can create a ticket and assign it in the system.

What needs improvement?

It is a good tool and we can do customization with it. Most areas are quite customized. 

The cost has room for improvement. It is currently expensive.

Some of the features are very particular to the core. The workforce management is another area that can be improved. 

Our customer portal is there but when a ticket comes it requires an additional tool. It would be helpful if they could have better integration with those tools. More standardization can be brought in. 

For how long have I used the solution?

My company has been using ServiceNow Now Platform for more than five years. 

What do I think about the stability of the solution?

Overall, it is a very good product. There are bugs that could be improved.

What do I think about the scalability of the solution?

Scalability is not an issue or a big challenge. You can verticalize efficiently. 

How are customer service and technical support?

I haven't needed to contact customer support. We have our own team that maintains it. 

How was the initial setup?

The initial setup is complex but it depends on the industry. It's not just following steps, it's change management. You have to get it standardized. Overall, though, it's okay. 

The initial setup takes around a month, it's not a matter of days. It's a setup that can take time even if you know what needs to get done. In a larger organization, it's a major challenge. It will take more time to roll out.

What other advice do I have?

I would rate it an eight out of ten. 

My advice would be that it's quite good but make sure to first look at the process. That is the most important part of the implementation. Look up ServiceNow and look at the process. 

I would recommend this solution. It is an easy to use platform. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
reviewer1283106 - PeerSpot reviewer
Service Delivery Project Manager at a tech services company with 501-1,000 employees
MSP
Provides a very high level of automation suitable for enterprise size companies
Pros and Cons
  • "The level of automation within the platform is great."
  • "The integration towards other ERP systems could be improved."

What is our primary use case?

Including customers, we have about 3,000 people using the product. 

What is most valuable?

The level of automation within the platform is great and is the most valuable feature.

What needs improvement?

The solution could use a more flexible license model for the product and the integration towards other ERP systems could be improved.

For how long have I used the solution?

I've been using the solution for three years, but the company has been using it for much longer. 

What do I think about the stability of the solution?

Stability is 10 out of 10. 

What do I think about the scalability of the solution?

Scalability is very good.

What's my experience with pricing, setup cost, and licensing?

Aside from the fact that the license module is very expensive, it's a great product. It's the fulfiller licenses that are expensive.

What other advice do I have?

My only advice is that people should be aware that this is an enterprise system and geared towards enterprise size companies. If you're a small company it's not for you. You won't be able to maintain and manage and develop the platform if you're a smaller company.

I would rate this product an eight out of 10.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: partner
PeerSpot user
Buyer's Guide
Download our free ServiceNow Now Platform Report and get advice and tips from experienced pros sharing their opinions.
Updated: March 2025
Buyer's Guide
Download our free ServiceNow Now Platform Report and get advice and tips from experienced pros sharing their opinions.