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Pros & Cons summary

Buyer's Guide

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Prominent pros & cons

PROS

ServiceNow Now Platform improves end-user experience with seamless workflow automation and IT service management.
ServiceNow Now Platform provides a strong database and low-code environment, enhancing development capabilities.
ServiceNow Now Platform offers powerful integration capabilities, simplifying multi-tool ecosystems and boosting productivity.
ServiceNow Now Platform allows for extensive customization and scalability, enabling users to modify it according to their needs with innovative features.
ServiceNow Now Platform excels in comprehensive data management and automation, supporting IT operations management and providing exceptional stability and scalability.

CONS

Licensing for ServiceNow Now Platform is complex and frequently changes, needing improvements in clarity and cost.
Initial setup for ServiceNow Now Platform involves extensive customization and could be simplified.
Integration with other ERP systems and external tools, such as Power BI or AI technologies, needs enhancement.
ServiceNow Now Platform's programming capabilities are limited to JavaScript, restricting flexibility.
The analytics feature should be more robust and readily available without additional costs.
 

ServiceNow Now Platform Pros review quotes

MS
Business Relationship Manager at Sasol
Sep 10, 2019
We have seen a big improvement in the experience that we want to create for our end users.
it_user1086375 - PeerSpot reviewer
Senior Digital Enterprise Director at DetaSad
Oct 5, 2019
Learning materials, such as online courses, are readily available.
it_user1267131 - PeerSpot reviewer
ServiceNow Technical Consultant - PPM and HR at a computer software company with 10,001+ employees
Jan 26, 2020
The workflow feature really has a lot of value because you can create complex workflows in a simple, intuitive way with only a few clicks.
Learn what your peers think about ServiceNow Now Platform. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.
879,259 professionals have used our research since 2012.
JP
Chief Operating Officer at a computer software company with 11-50 employees
Feb 16, 2020
This is a development platform that provides us with a strong database and a low code environment.
reviewer1283106 - PeerSpot reviewer
Service Delivery Project Manager at a tech services company with 501-1,000 employees
Feb 20, 2020
The level of automation within the platform is great.
PM
Director, Business Process at Seidor
Apr 23, 2020
The main reason that people use ServiceNow is that performance is very good.
reviewer1294326 - PeerSpot reviewer
Delivery Manager at a computer software company with 10,001+ employees
Apr 26, 2020
We work on it directly to send out tickets. It enables us to work seamlessly, we don't need to send them out manually. We can create a ticket and assign it in the system.
reviewer1432494 - PeerSpot reviewer
Technical Architect at a computer software company with 10,001+ employees
Oct 20, 2020
ServiceNow offers a lot of features when it comes to IT service management and IT operations management. What interested me in ServiceNow was that a lot of service management.
Reetesh_Kumar - PeerSpot reviewer
Executive at Nike Inc.
May 15, 2022
ServiceNow Now Platform is quite useful, scalable, and flexible. The user interface is very good.
Romy Bajaj - PeerSpot reviewer
IT BRM - Business Operations and Functions at Pernod Ricard
Jun 7, 2022
The solution is fast enough for our workflow automations and has integration capability. It aligns with many use cases in our organization and for others we have planned.
 

ServiceNow Now Platform Cons review quotes

MS
Business Relationship Manager at Sasol
Sep 10, 2019
We would like to see AI used to automate some of the functionality in this solution.
it_user1086375 - PeerSpot reviewer
Senior Digital Enterprise Director at DetaSad
Oct 5, 2019
The licensing for this solution, with respect to the user, needs to be improved.
it_user1267131 - PeerSpot reviewer
ServiceNow Technical Consultant - PPM and HR at a computer software company with 10,001+ employees
Jan 26, 2020
The pricing model is complex and needs to be both lowered and simplified.
Learn what your peers think about ServiceNow Now Platform. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.
879,259 professionals have used our research since 2012.
JP
Chief Operating Officer at a computer software company with 11-50 employees
Feb 16, 2020
The basic reporting system is rather static.
reviewer1283106 - PeerSpot reviewer
Service Delivery Project Manager at a tech services company with 501-1,000 employees
Feb 20, 2020
The integration towards other ERP systems could be improved.
PM
Director, Business Process at Seidor
Apr 23, 2020
This platform is used more by large companies because it is a little bit expensive.
reviewer1294326 - PeerSpot reviewer
Delivery Manager at a computer software company with 10,001+ employees
Apr 26, 2020
The cost has room for improvement. It is currently expensive.
reviewer1432494 - PeerSpot reviewer
Technical Architect at a computer software company with 10,001+ employees
Oct 20, 2020
The programming language is currently limited to JavaScript. So I would like to see more programming languages available, especially since they have come up with the machine-learning features. Some more languages would be an additional improvement.
Reetesh_Kumar - PeerSpot reviewer
Executive at Nike Inc.
May 15, 2022
The Robotic Process Automation features are not mature enough. ServiceNow could work toward that because we can leverage RP only from this platform.
Romy Bajaj - PeerSpot reviewer
IT BRM - Business Operations and Functions at Pernod Ricard
Jun 7, 2022
The UI and mobile UI need to be improved.