ServiceNow Now Platform Reviews

Name: ServiceNow Now Platform
Brand: ServiceNow
Rating: 4.1 (47 reviews)

4.1 out of 5

47 reviews
97% willing to recommend

What is ServiceNow Now Platform?

ServiceNow Now Platform enhances IT service management with request cataloging, incident handling, and knowledge management. Its low-code environment, integration capability, and flexible workflow automation offer a smooth user experience and scalable solutions for enterprises.

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ServiceNow Now Platform is the #4 ranked solution in top No-Code Development Platforms, #8 ranked solution in top Low-Code Development Platforms, and #13 ranked solution in top Rapid Application Development Software. PeerSpot users give ServiceNow Now Platform an average rating of 8.2 out of 10. ServiceNow Now Platform is most commonly compared to ServiceNow: ServiceNow Now Platform vs ServiceNow. ServiceNow Now Platform is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 16% of all views.

Buyer's Guide

ServiceNow Now Platform

June 2025

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Featured ServiceNow Now Platform reviews

SiddharthZunjarrao

Associate Director at KPMG India

ServiceNow is highly scalable from a customization point of view, allowing for the building of portals, adding and configuring widgets, and designing workflows as preferred. The text-to-code feature is particularly useful for turning natural language instructions into recognizable code on the ServiceNow platform, aiding both implementation teams and customers. The case summarization feature is also great, as it summarizes user comments and agent notes into a resolution code without needing to review the entire activity history.

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Fabio QUINTANILHA

IT4IT Manager at L'Oreal

The initial setup is straightforward. There are limited access. If you choose not to use scripts, you can still configure the majority of the settings on the platform. The technical aspect of implementing changes is governed by change management processes. Even simple features require careful consideration of communication, documentation, and governance. Despite the setup being relatively straightforward and typically taking one to two weeks to complete once the desired outcome is identified, the implementation phase can often extend for a month or two due to various factors. I rate the initial setup a nine out of ten, where one is difficult, and ten is easy.

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Navin Jacob

CTO at a tech services company with 5,001-10,000 employees

Currently, it's very technologically complex and requires IT specialists to fully understand the platform's potential. The user experience and usage perspective should be simplified for wider adoption, especially in smaller organizations. So, simplifying the user interface for both users and administrators is key. It is not very intuitive. In my experience, learning the tool takes months. Even then, it often requires a few years of on-the-job experience before users become fully comfortable. Newer tools on the market address the complexity issue ServiceNow faces, as its legacy base can be a limitation. Also, pricing can be a barrier for smaller organizations. With the rapid advancements in cloud-based technologies, particularly generative AI, ServiceNow may need to revisit its pricing to stay competitive.

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ServiceNow Now Platform mindshare

Product category:

As of July 2025, the mindshare of ServiceNow Now Platform in the Rapid Application Development Software category stands at 1.9%, up from 1.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Rapid Application Development Software

PeerResearch reports based on ServiceNow Now Platform reviews

Type	Title	Date
Category	Rapid Application Development Software	Jul 1, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 1, 2025	Download
Comparison	ServiceNow Now Platform vs Microsoft Power Apps	Jul 1, 2025	Download
Comparison	ServiceNow Now Platform vs ServiceNow	Jul 1, 2025	Download
Comparison	ServiceNow Now Platform vs Oracle Application Express (APEX)	Jul 1, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	10.5%	92%	221 interviews Add to research
Microsoft Power Apps	3.9	12.6%	94%	94 interviews Add to research

Valuable Features

ServiceNow Now Platform's most valued features include cataloging requests, incident management, and automation capabilities. Users appreciate its powerful workflow creation tools, integration abilities, and stable, user-friendly interface. It offers a strong database, low-code environment, and robust reporting features. The platform excels in data management, ITSM, ITOM, and configurability. It is highly customizable, allowing easy adaptation and quick solution development, with advanced machine learning and integration options enhancing productivity and efficiency.

"ServiceNow Now Platform is very powerful in terms of data management."
"ServiceNow provides immense options for customization and scalability, allowing users to build and modify the platform according to their needs."
"ServiceNow is highly scalable from a customization point of view, allowing for the building of portals, adding and configuring widgets, and designing workflows as preferred."

Room for Improvement

ServiceNow Now Platform users highlight several areas for enhancement. The licensing model is complex and costly, requiring simplification. Its interface is not user-friendly, making navigation difficult. Customization is limited and integrating with other systems could be streamlined. Mobile capabilities and improved AI features are desired. The platform's pricing is high, which could deter smaller businesses. Lastly, better technical support and clearer communication of updates are essential for user satisfaction.

"The user interface could be modernized and made more attractive for users."
"The Playbooks feature is useful for visualizing steps in a process, however, it lacks support for rollbacks in case of complex customer processes."
"The Playbooks feature is useful for visualizing steps in a process, however, it lacks support for rollbacks in case of complex customer processes."

ROI

Organizations have experienced ROI with ServiceNow Now Platform by quantifying team productivity and building a knowledge base. For larger enterprises, it offers substantial returns and synergy with AI for enhanced service levels. Some feel its cost requires strategic utilization to ensure effectiveness, particularly for smaller companies. Optimizing process efficiency, such as server provisioning, increases value. While some have not yet witnessed ROI due to the cost or early adoption stage, satisfaction with its capabilities remains.

Pricing

ServiceNow Now Platform's pricing is generally regarded as high, with costs influenced by user count, modules, and additional features beyond standard licenses. Many users perceive it as more expensive than comparable solutions, with fees scaling based on the number of users and specific module usage. Licensing options can be complex, often involving extras for plugins, analytics, and support. While expensive, it is often deemed worth the investment for its comprehensive functionality and enterprise capabilities.

"People seem to be buying the tool a lot. I think its licensing is okay."
"The product is very expensive."
"In my opinion, it is expensive. However, they do offer favorable licensing for charities, for example."

Popular Use Cases

Organizations primarily use ServiceNow Now Platform for IT service management, incident ticketing, and process automation. It supports various domains like HR, finance, procurement, and security operations. The platform integrates with tools like Azure and Splunk, facilitating workflows, custom applications, and data management. It's used in hybrid-cloud environments and offers compliance with local regulations, serving diverse sectors including healthcare, telecom, and finance, promoting efficiency and standardization across departments.

Service and Support

ServiceNow Now Platform's customer service and support are highly regarded for their responsiveness and technical expertise, especially in handling complex issues. Customers appreciate defined priorities and easy escalation processes. However, basic level assistance can occasionally be lacking, and communication challenges may arise with legacy aspects. While some users suggest improvements in UX/UI, many are satisfied with the professional and knowledgeable support, rating it positively at eight to nine out of ten.

Deployment

Configuring ServiceNow Now Platform is generally straightforward, with some complexity for custom requirements. For basic setups, deployment can be quick, often within weeks. More intricate configurations might take longer. Cloud-based setup simplifies initial deployment, similar to app installation, while those requiring extensive customization face challenges. Implementation time varies by industry, use case, and company size. Users find the setup manageable, needing minimal personnel, though training and understanding are essential for effective deployment.

Scalability

ServiceNow Now Platform is highly scalable, accommodating a wide range of business sizes from medium to large enterprises. It efficiently manages thousands of users and offers seamless integration with multiple technologies. Users appreciate its flexible customization options and ability to handle massive user loads without issues. Scaling capabilities are rated positively, with experiences showing reliable support for business growth and user demands.

Stability

ServiceNow Now Platform demonstrates high stability, receiving scores often between eight and ten. Users express confidence, acknowledging minimal downtime and strong performance. While some glitches have been noted, they describe improvements over time, especially in AI automation. Many report no outages, though minor issues may arise during updates. Its cloud stability is praised, supporting multi-language environments without significant bugs. Some see potential for further refinement, but perspectives mostly emphasize steady and reliable functionality.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our ServiceNow Now Platform Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

Government

Manufacturing Company

Retailer

Healthcare Company

Insurance Company

University

Educational Organization

Media Company

Real Estate/Law Firm

Consumer Goods Company

Legal Firm

Wholesaler/Distributor

Non Profit

Outsourcing Company

Construction Company

Energy/Utilities Company

Comms Service Provider

Performing Arts

Marketing Services Firm

Logistics Company

Transportation Company

Hospitality Company

Security Firm

Aerospace/Defense Firm

Pharma/Biotech Company

Leisure / Travel Company

Recreational Facilities/Services Company

Photography Company

Compare ServiceNow Now Platform with alternative products

Learn more about ServiceNow Now Platform

ServiceNow Now Platform is designed for seamless integration across IT service management, including incident, problem, and change management. Known for stable performance and a user-friendly interface, it supports flexible workflow automation, efficient report generation, and comprehensive data management. The platform's scalability and low-code customization create opportunities for innovative process automation, enriching user experience. While its licensing and pricing models could be more user-friendly, enhancements in mobile capabilities, AI integration, and modern UI are on demand. Additional improvements in ERP integration and technical support are also needed. The platform serves multiple sectors with configurations for enhanced process automation and service orchestration.

Which features stand out?

Request Cataloging: Streamlines service requests efficiently.
Knowledge Management: Enhances information sharing and resource access.
Incident Handling: Smooth and effective incident resolution.
Workflow Automation: Supports flexible and adaptive process flows.
Integration Capabilities: Seamlessly integrates with existing systems.
IT Service Management: Comprehensive management features for IT services.
Low-Code Environment: Allows for simple and rapid application development.
Custom Scripting: Offers tailored scripting for specific needs.

What benefits can be achieved?

Efficiency: Boosts operational efficiency with integrated workflows.
Scalability: Supports growth with scalable solutions.
User Experience: Provides a smooth and intuitive user experience.
Automation: Increases productivity with automation capabilities.
Data Management: Enhances data handling and report generation.

In diverse industries, ServiceNow Now Platform supports a variety of functions such as IT service management, customer support, workflow automation, and service delivery. Organizations employ it for HR processes, analytics, asset management, and compliance. Its strong integration capabilities allow it to be paired with existing tools, offering flexible configurations and end-user support on a global scale, making it suitable for companies across sectors.