Pricing model: Free, Subscription
Free Trial: Available
Subscription license based on IT process users.
$100 / IT process user / month with volume discounts available.
End user pricing is offered in certain scenarios.
11 reviewers had the following to say about ServiceNow's pricing:
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.
Pros
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.
Cons
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
Rating breakdown
Likelihood to recommend: 10/10
Pros
Lots of features and functionality that are mostly easy to learn and use.
Cons
It's expensive compared to most other comparable products.
Rating breakdown
Likelihood to recommend: 9/10
Faster time to onboard new customers. Removed need for inhouse database support staff due to full SaaS
Pros
Easy to adopt with many prebuilt workflows that are entirely fit for purpose.
Cons
Fairly expensive on the market, commercial model of product not really negotiable
Rating breakdown
Likelihood to recommend: 7/10
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
Likelihood to recommend: 8/10
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.
Pros
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.
Cons
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.
Rating breakdown
Likelihood to recommend: 10/10
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.
Pros
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.
Cons
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.
Rating breakdown
Likelihood to recommend: 9/10
Pros
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.
Cons
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.
Rating breakdown
Likelihood to recommend: 10/10
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.
Pros
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.
Cons
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...
Rating breakdown
Likelihood to recommend: 9/10
Pros
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.
Cons
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.
Rating breakdown
Likelihood to recommend: 8/10
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!
Pros
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.
Cons
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.
Rating breakdown
Likelihood to recommend: 8/10
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
Likelihood to recommend: 9/10
