Name: ServiceNow Now Platform
Brand: ServiceNow
Rating: 4.1 (49 reviews)

Eduardo Justo

IT bp at a tech services company with 11-50 employees

Jun 5, 2024

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Expensive, has a lot of limitations, and does not produce a return on investment

Pros and Cons

"The solution is in Gartner's Magic Quadrant."

"The tool has a lot of limitations."

What is most valuable?

The solution is in Gartner's Magic Quadrant. It is the only reason it's being recommended across corporations.

What needs improvement?

The tool has a lot of limitations. I do not like it. I did not see any return on my investment. The product does not work well.

For how long have I used the solution?

I have been using the solution for five years.

How are customer service and support?

I do not like the support.

Buyer's Guide

ServiceNow Now Platform

December 2025

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How would you rate customer service and support?

Negative

How was the initial setup?

The implementation and configuration took six months.

What's my experience with pricing, setup cost, and licensing?

The product is very expensive. It costs $100 per user per month.

Which other solutions did I evaluate?

I prefer the newer ticketing systems like Zendesk.

What other advice do I have?

I did not integrate the solution with other products due to its limitations. I do not recommend the product to others. I am not satisfied with it. I do not even use the dashboards. I download the data and use it in Excel. Overall, I rate the solution one out of ten.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.