What needs improvement with ServiceNow Now Platform?

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.

The RPA feature in ServiceNow is quite good, but it is very expensive. If AI were better integrated into ServiceNow, it would lower the RPA costs and make the platform more accessible. Additionally, some core functionalities developed by ServiceNow can be challenging to change. Cloning with separate instances can be difficult, especially when dealing with multiple domains. Communication between developers and clients needs to be improved to avoid discrepancies.

The number of API calls processed by the tool, specifically when the API calls increase, will cause a lot of load on the platform, and it tends to not work very efficiently.

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.

The UI is not intuitive. It was updated recently, and it has been completely flipped. Some menus are hidden within dropdowns. It was much easier to access before. The recent update has not improved the user experience. The learning curve is high.

ServiceNow Now Platform's technical support needs to improve.

I would like to see the product of more integration capabilities. There are a few areas of concern when it comes to the product's support team where improvements are required. In my opinion, the product's support team is not one of the best.

I have not yet seen an area where the solution needs improvement. I have not yet seen an area where additional functionalities are required in the solution. In my company, we have not come across a functionality that is not available in the product. From an improvement perspective, the product's complicated initial setup phase can be made a bit easier.

Improvements are something that already exists on ServiceNow Now Platform's radar. ServiceNow Now Platform wants AI embedded in the product to make it more powerful. Generative AI that will be a part of ServiceNow Now Platform is an area of concern where improvements are required.

ServiceNow Now Platform's automation process needs improvement. There could be AI features to resolve issues and raise ticket requests for incidents. It will help us deliver quick solutions for end users or customers.

The product is missing a dashboard. It is not practical to have tickets and see them as a list. I have to connect the product to Power BI to check everything and build KPIs. The product should be integrated with Power BI.

There is room for improvement in terms of coding and scripting. It could be a more low-code solution. There could be less coding and scripting. Moreover, in my experience working with multiple customers for implementation, ServiceNow takes a lot of time to implement and deliver the product to our customers. Freshservice takes less time to implement. Moreover, for Freshservice, even an unknown person can also start and click learn on it. In contrast, we should have at least basic knowledge to start working on that at ServiceNow.

Compared to Jira, ServiceNow is too heavy. It's not user-friendly. The solution isn't ideal for non-technical people. It's not quick or cheap. While it is very customizable, it's hard to get there. Technical support could be more helpful.

They should reduce the solution's cost and make it more affordable for buyers.

It is still difficult to build a set of services in ServiceNow. It can be done, but it is one of the more difficult things to do. If we're talking about scalability, we're talking about the ability to actually build that set of services a little easier.

The UI is very bad and needs to be updated. It would be helpful if there was access to the backend with low code or no code features. ServiceNow is a bit rigid with customization of the tool heavily dependent upon JavaScript. They need to keep pace with the market by being low code or no code with regards to customization and development so that it becomes more scalable and more users can adapt and adopt ServiceNow to their existing business processes more efficiently.

What I didn't like in the ServiceNow Now Platform is testing, particularly with Visual Studio. It had a bad integration with Visual Studio because you can't compile and run it from there. You have to debug on your own and then find out where the error is through test scripts. The testing component in the ServiceNow Now Platform isn't that great. What I'd like to see in the next version of the ServiceNow Now Platform is an improvement in testing and writing scripts, and if there was a feature to just run it from the modules, then that would be great, instead of finding the error manually and checking where it is.

Reports could be generated in a more user-friendly or simple way. If we could merge two data tables, which is a bit complicated here in ServiceNow, that would be ideal. There is no facility in ServiceNow to transfer a ticket from one team to another team, and there is no tracking. We'd like more ticket management. Bug and defect management are not available in ServiceNow.

Concerning the new features that they're releasing, it does feel as if something is missing in terms of customization options. Something else I have noticed is that ServiceNow don't give you much support when it comes to implementing functionality that you have developed yourself. That said, I think ServiceNow has become a major contender in this market and many other solutions are simply following in ServiceNow's wake. There are a lot of improvements happening all the time, and the way in which it has grown over a decade of development really tells its own story. Nowadays, it's a constantly-evolving centralized application that provides ample solutions for both businesses and developers. One example of an area in which I have seen their improvements is in AI, which, after the past few years, is finally becoming mature and enabling better automation and intelligence at the end-users' side.

I want ServiceNow to be more customizable, especially the incident management module. The fields cannot be added right now. If you want the users to input different kinds of fields which are specific to a certain product, it is difficult to do.

The UI and mobile UI need to be improved. Some new features are being brought in with the San Diego upgrade and we will be upgrading to that version and hope to see some improvements there.

The Robotic Process Automation features are not mature enough. ServiceNow could work toward that because we can leverage RP only from this platform. Predictive intelligence could be fine-tuned as well. All of the features are already there in ServiceNow, but they need to be mature enough to be utilized by bigger organizations.

As for what can be improved, the licensing and the pricing models are confusing. At least I found it a bit confusing. There are a lot of hidden costs in all these. It's a bit costly. But as a cloud application platform and a service provider, I think ServiceNow is now really improving. When comes to the cost part it is a bit tricky to understand. It's not that straightforward. Like other tools or other platforms, when we are in touch with the ServiceNow team, we talk about including everything from the information management in the entire software development. I feel they are doing well. It has a lot of good documentation and a lot of good training available which helps the end user. The programming language is currently limited to JavaScript. So I would like to see more programming languages available, especially since they have come up with the machine-learning features. Some more languages would be an additional improvement. I see that there are so many connectors available for connecting it to other service providers and other platforms, for example OpenText, which we are using. There are out-of-the-box connectors to connect to OpenText and others. That is something that I'd like to see. Other areas of improvement are support for more programming languages and much more capability-building when it comes to the machine-learning part of it. There is especially a need for a scope of improvement in the analytics and the machine-learning part of it, because they are always adding more modules.

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.

This platform is used more by large companies because it is a little bit expensive.

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

The platform is quite complicated, because of the basics of the software. The basic reporting system is rather static. The pricing of this solution could be reduced, as it's expensive. The technical support could offer more in terms of basic inquiries. They thrive with more complicated issues.

There are several areas of the product that could use improvement. From a vendor point of view, I had an opportunity to work with them on their licensing model. It still needs some improvement in the way the licensing model works because it is a little bit complex and difficult to understand. They change it from time-to-time and sometimes they do not communicate those changes effectively to their partners. Put simply, the licensing model is something that can be simplified and made more visible to both the partners and the customers or end-users. Currently, the product is comparatively quite expensive and lowering the cost would likely produce a better response from customers. I know that the company is at work on many new things right now. But one thing I would expect to see in the next few releases is vertical-specific solutions. For example, say solutions for banking or healthcare-specific solutions. I believe they are going to come up with at least a draft version of this type of solution for some industries over the next few releases.

The licensing for this solution, with respect to the user, needs to be improved.

In the next release of this solution, we would like to see mobile capability. We would like to see AI used to automate some of the functionality in this solution.