ServiceNow Pricing, Features, Reviews & Comparison of Alternatives

ServiceNow

Enterprise IT service cloud solutions

4.32/5 (47 reviews)

ServiceNow overview

What is ServiceNow?

ServiceNow is a platform-as-a-service provider of IT service applications. The company provide a range of pre-built ITSM products to automate and manage numerous IT enterprise services. Using the single software you can automate process and create custom applications to meet all your IT service needs. ServiceNow can be used for cloud and virtualization lifecycle management, change orchestration, infrastructure discovery and IT governance, among others. You can also use the software to report on all applications, as well as to generate reports on KPIs and benchmarking and create executive dashboards.

ServiceNow offers a wide selection of integrated IT service management tools and applications, each with multiple feature-sets and capabilities. The core products fall under 5 main categories: IT Service Automation Applications, Project Portfolio Management, IT Business Management, Shared Service Applications (for Facilities, Field Service and HR) and ServiceNow Express, an ITSM for enterprises of all sizes.

ServiceNow also offers a service automation platform to tailor existing applications, share information among applications or build custom applications. There is also a ServiceWatch product that helps to discover and map relationships between IT components and incidents, with dashboards giving real-time insight into the health of the business services. ServiceNow Discovery can be used to identify IP-enabled configuration items (CIs), map their interdependencies and export the data to the ServiceNow Configuration Management Database.

ServiceNow Express is the ITSM product for companies of all sizes and includes a range of features. The solution delivers end-to-end incident management with visual taskboards and tickets, priority setting, and asset and configuration monitoring. You can also generate reports on all business KPIs and metrics through dashboards, graphs and charts.

ServiceNow IT Service Automation Applications include asset management, change and release management, configuration management, incident, IT cost, and problem management, and a service catalog. ServiceNow Service Catalog helps to improve the customer experience by providing a customer-facing storefront for users to access self-help, submit IT requests, log issues and track progress.
www.service-now.com

Pricing

Starting from
$100/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English, Dutch, French, German, Italian and 3 other languages, Japanese, Portuguese, Spanish
ServiceNow screenshot: ServiceNow Field Service AutomationModernize field serviceServiceNow screenshot: ServiceNow Vendor Performance ManagementServiceNow screenshot: ServiceNow Software Development LifecycleServiceNow screenshot: ServiceNow Service CatalogServiceNow screenshot: ServiceNow Resource ManagementServiceNow screenshot: ServiceNow Project Portfolio ManagementServiceNow screenshot: ServiceNow Problem ManagementServiceNow screenshot: ServiceNow IT Governance dashboardServiceNow screenshot: ServiceNow IT Cost Management dashboardServiceNow screenshot: ServiceNow Incident Management dashboardServiceNow screenshot: ServiceNow Change and Release ManagementServiceNow screenshot: ServiceNow Asset Management dashboardServiceNow screenshot: ServiceNow Configuration ManagementWelcome to ServiceNow ExpressService Now - Enterprise IT Cloud

ServiceNow user reviews

Value for money
Features
Ease of use
Customer support
  3.9
  4.4
  4.0
  4.1
Ewan Hruska

Top Dog among Service Management Suites

Used daily for 2+ years
Reviewed 2017-07-06
Review Source: GetApp

An extremely robust platform with customization galore and full features comes at a cost but with very little holding it back. ServiceNow can really help on any ITIL initiatives and centralization of services. The unique focus of ServiceNow beyond just IT, is where its strengths lie. Most Service Management suites do ITIL for IT. ServiceNow takes the lessons learned from ITIL and extends them to the rest of the org (especially but not limited to Facilities and HR). Really built for Mid to Large Businesses.

Pros
ITIL based Service Portal (Self Service Portal for quick searches spanning instance or specific areas) Knowledge Base (despite that not being checked in the available features) Full Service Management solution for the ENTIRE organization Strong Workflow engine Visible Table structures for clean data flows Extremely customizable (Forms, Fields, Tables, Applications, Portal, Workflow, Knowledge Base, etc...) Best in the business system architecture (fully redundant instances) HI Administration portal and ServiceNow support are top notch Service Now community is extremely active Docs site (formerly wiki) well updated and complete. Great organization and User groups You get a cake upon launch! Extensive Integration capabilities

Cons
Cost Some out-of-box examples really don't match up to any organizations needs and leave you wanting more Email rules are more complex than they need to be (some of this can be mitigated by free add-ons like Postmaster) Configuration can sometimes be limited and requires some Javascript to get past basics Mid Servers for integrations can be more work to maintain than desired

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Anonymous

Best Ticketing Tool!!

Used daily for 1-2 years
Reviewed 2019-09-30
Review Source: Capterra

On a daily basis, we had to pull a lot of reports and create graphs for the same. With Service-Now, it's very easy. We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard to the client and all our work is taken care by the tool. Relative time period is one top-notch filter, which has drastically reduced the time we were spending on creating the reports. It would take close to 4hrs to pull them and draft it for the client. Now, Service Now is doing the job and that 4hrs are saved for us.

Pros
The best thing about Service Now is the way we can handle all data and reports directly on the tool. It is really well designed in getting approvals and assigning tickets. We can also set the ticket assignment groups based on certain rules or configuration items, that really saves us a lot of time. It is user - friendly too. Very easy to navigate and also has some built in buttons that are really useful.

Cons
Not a major flaw, but if it can create aging tickets report in the form of a pivot table, then there is nothing to beat this tool. We really don't need to rely on excel if we can integrate some into the reporting feature on service now.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

ServiceNow

Used daily for 6-12 months
Reviewed 2020-02-25
Review Source: Capterra

Pros
The software captures so many data points, therefore analytics and reporting present valuable information.

Cons
There are so many product areas that is can be hard to navigate, especially for areas that are not frequented often.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 7/10

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Vinayak Soni

Best IT service management software

Used daily for 2+ years
Reviewed 2020-11-06
Review Source: Capterra

Pros
The most advanced and easy to use software for all Service management needs.

Cons
The cost is going high and becoming heavy software which might be a differentiator for the future

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Earlie Rook

More than a Ticketing System

Used daily for 2+ years
Reviewed 2020-01-27
Review Source: Capterra

I enjoyed Service Now and believe it's the best ticketing system tool out there.

Pros
Loved Service Now! This made managing our help desk easy and our tech were able to work efficiently and effectively. The interface is VERY easy to read and user friendly. The application has so many different functionalities like: Knowledge base, Equipment tracking, RMA, chat, etc. I even enjoyed the Mobile App!

Cons
I wish there were different/more theme colors you could customize/choose from. Also the mobile app was complicated setting up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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ServiceNow pricing

Starting from
$100/month
Pricing options
Subscription
Free trial
View Pricing Plans

Subscription license based on IT process users.

$100 / IT process user / month with volume discounts available.

End user pricing is offered in certain scenarios.

ServiceNow features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
Compliance Management
Data Visualization
Drag & Drop Interface
Real Time Data
Reporting & Statistics
Search Functionality
Workflow Management

Access Control (192 other apps)
Activity Tracking (127 other apps)
Auditing (133 other apps)
Collaboration Tools (114 other apps)
Data Import/Export (183 other apps)
Monitoring (270 other apps)
Real Time Monitoring (155 other apps)
Role-Based Permissions (116 other apps)
Third Party Integration (259 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for ServiceNow

Key features of ServiceNow

  • Facilities service automation
  • Field service automation
  • HR service automation
  • Service creator
  • IT governance, risk & compliance
  • Configuration management
  • Demand management
  • Incident management
  • IT cost management
  • Software development lifecycle
  • CAB meeting management
  • Project portfolio management
  • Problem management
  • Real-time dashboards
  • Change and release management
  • Resource management
  • Vendor performance management
  • Cost tracking
  • Agile development
  • Knowledge base
  • Surveys & assessments
  • Incident routing
  • Service catalog
  • Performance analytics
  • Self-service portal
  • Asset management
View All Features

Benefits

· IT Service Automation: One solution for asset management, change and release management, configuration management, incident management, IT cost management, problem management, and a service catalog.

· Custom Application Development: Build and deploy custom applications in days, integrate your existing apps and new apps, requires minimul to zero coding knowledge.

· Single Platform: Consolidate all your legacy apps into one single system to record all process and get actionable insight into all your IT. Send information among all your apps.

· Service Automation: Standardize service processes and implement automation to replace manual tasks. Create custom workflows, apps and forms.

· Project Portfolio Management: Offers complete project management, from planning and execution, to time management, task assignment and status tracking. Includes Demand Management, Resource Management, Software Development Lifecycle.