Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

Hello community, I am a Systems Analyst for a large computer software company. I write technical development specifications and have had recommendations to look into OutSystems for an easier method of doing web page mockups for developers. Are others using OutSystems to develop user interfaces for the Web? Thank you for your help.

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Aniket R Shintre

User at a tech company with 51-200 employees

Mar 7, 2023

OutSystems as a platform offering is more than just the web page mockups! But, to answer this particular question, let us look at OutSystems as a promising frontend candidate. Here is the What & How - If you are looking at building an "experience" (in this case web), it starts with the user journey. OutSystems has a complementing set of tools that help accelerate the buildup, checkout Figma, Sketch, and Adobe XD (https://outsystemsui.outsystem...). This is further complimented by the OutSystems UI framework (https://outsystemsui.outsystem...) that makes it an easy journey for the implementation team that is focused on delivering user experience. Long story short, in my experience thus far, where we have transformed the user experience for Banking, Insurance, and Healthcare, I see OutSystems as a great fit for the UX transformation story. Needless to say that for your organization, the journey may very well begin with UI/ UX but can also get extended to the middleware and Enterprise backend systems where OutSystems can be looked at, as a platform that delivers value by way of low-code high throughput platform coupled with enterprise integration and extensibility capabilities, simplified governance and one that provides a good overall TCO.

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Netanya Carmi

Content Manager at PeerSpot (formerly IT Central Station)

Dec 8, 2022

How did you decide which OutSystems edition was the best one for you?

Which edition are you currently using and what made you decide to choose that one?

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Beth Safire

Tech Blogger

Dec 8, 2022

The different editions serve different purposes, which is why you need to decide what you want from OutSystems and then pick the edition that can satisfy those needs. We went through all editions and now we are paying for Enterprise because we grew our operations and needed a solution to fit them. In summary, I would say: The Free edition is to try out the solution and build with a small number of users. The Standard edition lets you build multiple apps that several departments can use. The Enterprise edition gives you all OutSystems functions you may need for a full portfolio.

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Clive Nelson

User

Dec 8, 2022

We started using OutSystems fairly recently, so we are still on the free version of it. My company is still testing how we like the platform, but so far, we have been satisfied with it and will likely move on to a paid version. We are not at an enterprise level so we will not be paying for the biggest package. This means Standard is the one we will probably upgrade to in the future and, compared to other solutions, the price seems relatively similar. I do not favor any particular product but this one seems reliable, so it is only natural to upgrade and receive more functions.

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reviewer1800279 · Answer 1 · 2022-09-05T10:09:02Z

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 the annual fee up in the knowledge that you have little choice. If this was in a consumer market they would have been stopped years ago on antitrust grounds. I have experienced senior management in Service Now laughing at the customers' lock-in.

Secondly, with Service Now, once you move beyond the workflow design you are straight into the deep valley of Java scripting. There is nothing in between. Most customers realize the limitations of the graphical environment very quickly. They are then stuck with having a never-ending bill for consultant fees. Many SN partners use this as their prime source of 'new' business. They talk of stickiness, meaning they are embedded in the clients' system perpetually.

There are many other reasons. I might come back and give a fuller review. Let's just say there are several platforms that outperform Service Now technically and economically. Service Now is quite happy to have its customers stuck with 1990s technology with a slightly fluffy front end.

Greg Freeland · Answer 2 · 2022-03-10T21:45:24Z

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Greg Freeland

Executive Vice President at Eclipse Technical Systems

User

Mar 10, 2022

ServiceNow

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Evgeny Belenky

Director of Community at PeerSpot (formerly IT Central Station)

Community Manager

Mar 10, 2022

@Greg Freeland, can you please explain why this product is your choice?

Farid Abbasi · Answer 3 · 2022-03-10T09:02:13Z

Hello @Gerry Fitzpatrick,

'Customer Service Management' and 'IT Service Management' applications run on the same ServiceNow platform.

Whilst 'Customer Service' gives you the CRM capability (external facing), ITSM gives you the supporting framework (internal facing). The two work very well together. There is no need for you to invest in building custom apps. However, if you still want to build custom apps then the ServiceNow platform allows you to do that with a very good mobile SDK.

ServiceNow also has an App Store, which is a really good source to see what integrations and applications are available to purchase (some are free). This would help you get value from your investment in ServiceNow quicker.

Regards,

Farid

Evgeny Belenky · Answer 4 · 2022-03-10T01:09:00Z

Hi @reviewer1529571, @reviewer1278699, @Jaikant S Rao, @Dawn McClure, @Gagan Pattanayak, @Roland Zuurveld,

Can you please share your knowledge with the community?

Thanks!