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ServiceNow vs ServiceNow Now Platform comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 17, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
7.0
ServiceNow enhances efficiency, project management, and resource management, offering quick ROI through automation and optimized system integrations.
Sentiment score
6.8
ServiceNow provides ROI through metrics, AI tools, and efficiency, benefiting larger enterprises despite cost concerns for smaller ones.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.
 

Customer Service

Sentiment score
7.0
ServiceNow's support is praised for knowledge and community resources but criticized for inconsistent response times and outsourced interactions.
Sentiment score
7.2
ServiceNow technical support is highly rated but lacks in basic support, often relying on internal teams for quick assistance.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
I have contacted them four to five times over the past two years, and they have been quite helpful.
 

Scalability Issues

Sentiment score
7.5
ServiceNow offers scalable, cloud-based solutions that support seamless growth and integration for enterprises, with strong user satisfaction.
Sentiment score
7.9
ServiceNow Now Platform is scalable, integrates seamlessly, supports thousands of users, and offers flexibility with straightforward licensing.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
Users can build and modify the platform according to their needs.
It is easily scalable and very powerful in this direction.
 

Stability Issues

Sentiment score
7.7
ServiceNow offers stable, high-performance IT service management with minimal downtime; customization requires best practices to maintain optimal performance.
Sentiment score
8.4
EMEA users praise ServiceNow Now Platform for 99.9% reliability, consistent uptime, multilingual support, and seamless daily performance.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
ServiceNow is stable enough.
I haven't had any situations where it would be unavailable for our calls, so I don't have complaints there.
 

Room For Improvement

ServiceNow requires enhanced UI, documentation, integration, performance, training, and mobile features to boost user satisfaction and accessibility.
ServiceNow users seek better licensing clarity, UI, integration, programming support, and technical support due to cost and customization issues.
There is a need for bug or error tracking in ServiceNow.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
From a functionality perspective, the features in ServiceNow are acceptable as, at the moment, the ITSM modules rank highly, being 13 plus Pink Elephant certified, which is a good aspect to have.
Historical data isn't as easily available as expected and it requires buying additional licenses for more features.
It lacks support for rollbacks in case of complex customer processes.
The user interface could be modernized and made more attractive for users.
 

Setup Cost

ServiceNow is costly for small companies but flexible for enterprises, with complex pricing needing negotiation for discounts.
ServiceNow is costly due to variable licensing and module fees, making it less flexible for smaller organizations.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
ServiceNow Now Platform is an expensive product.
ServiceNow Now Platform falls within the more expensive tier of a product.
 

Valuable Features

ServiceNow's customization and integration capabilities enhance operational efficiency and align IT operations with business needs effectively.
ServiceNow Platform enhances efficiency with workflow automation, integration, scalability, and user-friendly interfaces for comprehensive service management.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
The most valuable features are the ease of use, stability, and the ability to change or upgrade seamlessly.
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.
It is extremely powerful and very much customizable, which allows for quick building of solutions around it.
 

Categories and Ranking

ServiceNow
Ranking in Rapid Application Development Software
2nd
Ranking in No-Code Development Platforms
1st
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
221
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st)
ServiceNow Now Platform
Ranking in Rapid Application Development Software
12th
Ranking in No-Code Development Platforms
4th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
47
Ranking in other categories
Low-Code Development Platforms (8th)
 

Mindshare comparison

As of June 2025, in the Rapid Application Development Software category, the mindshare of ServiceNow is 10.8%, up from 10.4% compared to the previous year. The mindshare of ServiceNow Now Platform is 1.9%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Rapid Application Development Software
 

Featured Reviews

Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.
SiddharthZunjarrao - PeerSpot reviewer
Enables us to have significant improvements in operational efficiency
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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Top Industries

By visitors reading reviews
Educational Organization
22%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
8%
Financial Services Firm
16%
Government
10%
Computer Software Company
9%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
What do you like most about ServiceNow Now Platform?
The integration with other tools is pretty good.
What is your experience regarding pricing and costs for ServiceNow Now Platform?
From what I have heard only from our sales team, ServiceNow Now Platform falls within the more expensive tier of a product, but I can't really judge it.
What needs improvement with ServiceNow Now Platform?
The user interface could be modernized and made more attractive for users.
 

Overview

 

Sample Customers

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
experian, beachbody, health partners
Find out what your peers are saying about ServiceNow vs. ServiceNow Now Platform and other solutions. Updated: June 2025.
856,874 professionals have used our research since 2012.