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59.95
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110
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10.59
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3.50
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9
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Ewan H.
Management Consulting, 1,001-5,000 employees
Used daily for 2+ years
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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.
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
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
Avinash S.
Computer Networking, 10,001+ employees
Used daily for 2+ years
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This is one of the best ITSM tool. Aviable as SaaS and can be easily integrated with the SSO. Self service is a good feature . Its just the regular upgrades and getting the data/configuration missing from the tenants during the upgrade is a concern. No need to backup , high availability and best resiliency..this is one of the best ITSM tool in the market.
A brilliant ITSM tool and available as SaaS. The licensing mechanism is based on the fulfiller and approvers . The cost per licenses is a bit high for a fulfiller and hope service now can bring it down a bit. The best modules are :- Incident management , Change Management , Problem Management and CMDB.
The upgrades , every 6 months are something that always keeps us on our toes. secondly it Whatsapp and telegram can be integrated with service Now...
Erick S.
Information Technology and Services, 5,001-10,000 employees
Used daily for 2+ years
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I use it for my job on a daily basis to create and fill incident tickets and escalate them to the proper channels if needed.
As a cloud hosted software, it is easy to track incidents, any depreciation and assets that belongs to users.It also can be customized with multiple support options. The reports are also easily customizable and easy to understand.
The navigation panel can be a mind-boggling experience to use plus the software does not offer On-premises features plus it is relatively expensive upcost wise.
Verified reviewer
Information Technology and Services, 5,001-10,000 employees
Used daily for 2+ years
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I love this Tool because of its ease of use of the tool. The way they develop the feature is great. KB and Articles for support documents are good. ServiceNow Community is great Help and they resolve most of the Issue there the way the Technical person explain and presenation is good.
all the Modules that we used are ease to use. Documentation is well maintained. Easy to implement. easy to track the changes for Admin Team. Reporting Module is Great for BIz team.
Cost and Product Support. Product road Map dates are not clear.
Vinayak S.
Information Technology and Services, 10,001+ employees
Used daily for 2+ years
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The most advanced and easy to use software for all Service management needs.
The cost is going high and becoming heavy software which might be a differentiator for the future
Kavindu Githsara K.
E-Learning, 11-50 employees
Used daily for 2+ years
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Overall, ServiceNow is a powerful software solution that can help businesses manage and optimize a wide range of business processes. Its customizable features and advanced security measures make it a valuable tool for improving efficiency and protecting sensitive data. However, its cost and complexity may be drawbacks for some users
ServiceNow offers a wide range of features, including IT service management, HR management, and customer service management and many more. Investing in ServiceNow has been a great value to our company. ServiceNow offers customizable options that allow businesses to tailor the solution to their specific needs. Also, ServiceNow includes advanced security measures to ensure that sensitive data remains protected at all times.
Lack of tutorials. Some users have informed us that ServiceNow is kind of complex and overwhelming, especially if they are not familiar with similar software solutions.
Verified reviewer
Telecommunications, 5,001-10,000 employees
Used weekly for 1-2 years
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Easy to automate and has various features to prioritize tickets, handle priority tasks and support incidents. The biggest advantage is the ability to integrate with different systems such as Agiloft, JIRA, SecurityScorecard, CRM, etc. ServiceNow helps the implementing team to focus more on collaboration and process development rather than coding since it absolutely limits coding. It is also a well known enterprise GRC tool and has released a Vendor Module, which can be used in Source-to-Pay projects.
ServiceNow is very expensive, which is a huge deterrent for small and mid-size companies to use its software. They don't do Proof of Concept (POC) in most cases, which forces teams to trust them purely based on the demos and their reputation.
Eldose J.
Financial Services, 5,001-10,000 employees
Used daily for 2+ years
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Great experience
This is one of the great product available in the market. Cannot compare some of the other products. One suite for all. Love this product
Adding each module is very expensive. Small companies cannot afford
Rishabh P.
Information Technology and Services, 51-200 employees
Used daily for 6-12 months
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The overall experience with ServiceNow has been pretty neutral. While there is no denying that the tool serves its purpose, it must evolve on all fronts to stay in the competition. Support, Interface, Design, New features, everything.
The pricing of the software, in comparison to JIRA, Zendesk, etc.
The interface of the software can be worked upon.
Vincent L.
Consumer Goods, 10,001+ employees
Used daily for 6-12 months
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Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!
The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.
The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.
Verified reviewer
Financial Services, 1,001-5,000 employees
Used daily for 2+ years
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Servicenow is being used to manage tickets and incidents in the firm, making it easy to trace,monitor and have an overall knowledge of the incidents.
The product has a very easy learning curve and you can get a good grasp of how to use the application under a few hours. the ticket management portal is extremely helpful providing feedbacks and showing history of what have been done.
The web portal is quite heavy and needs a very strong bandwidth. Optimizing the web portal so it can work even in low bandwidth conditions
Verified reviewer
Information Technology and Services, 10,001+ employees
Used daily for 2+ years
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Overall we are very happy with ServiceNow and use it on daily basis for incident management, Change management and IT helpdesk operations.
Incident management, service catalog, problem management, change management, service portals, DevOps
Frequent upgrades needed, needs specialized knowledge for configuration and administration of the various processes in the tool, a bit expensive
Verified reviewer
Computer Software, 10,001+ employees
Used daily for 2+ years
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Overall this is good tool to have for ITSM/ITOM .
This is one the good SaaS product available in the market for ITSM. Its easy to manage and support is also very good.
This is very expensive once all initial discount is over.
sohel s.
Information Technology and Services, 51-200 employees
Used daily for 2+ years
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ServiceNow's low code/ no code benefits us to build business usecases without worrying too much about basic configurations which are not required.
Sometimes development instances need to wakeup everyday. Servicenow should allot more time.
Verified reviewer
Hospital & Health Care, 10,001+ employees
Used daily for 2+ years
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Faster time to onboard new customers. Removed need for inhouse database support staff due to full SaaS
Easy to adopt with many prebuilt workflows that are entirely fit for purpose.
Fairly expensive on the market, commercial model of product not really negotiable
Josh M.
Hospital & Health Care, 501-1,000 employees
Used daily for 2+ years
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Lots of features and functionality that are mostly easy to learn and use.
It's expensive compared to most other comparable products.
JAMES R.
Construction, 1,001-5,000 employees
Used other for 2+ years
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ServiceNow allows customization and automation on an unprecedented scale for 3rd party software. It takes runt work away from technicians so they can focus on projects.
I have used a lot of systems for ITSM over my career, and ServiceNow is the only one that has never made me want to pull out my hair. It's fast, reliable, and easy to use.
The cost of the software can be prohibitive. With free options like SCSM around, ServiceNow could stand to drop some of the costs of subscriptions.
Mohamed A.
Telecommunications, 10,001+ employees
Used daily for less than 6 months
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I used to deal with HPE/MicroFocus tools which are great, however with ServiceNow service you can build entire ITSM services in a very good way and easier and customize it as you need to meet your org need.
It is not very easy to deal with especially it you are new to ServiceNow UI The trainings are very expensive if you dont have a good deal for it, it will costs a lot.
Verified reviewer
Internet, 201-500 employees
Used monthly for 6-12 months
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ServiceNow can probably do pretty much every task you need to do in IT support and process management. Sure, you might have to customise it here and there but ServiceNow can be used to do the job. Stable, robust and just works.
The fact that you can do everything with it makes it a bit slow to adopt. Also not sure about the costs, but I think it's on the more expensive side.