I work as the Managing Director at a small Consumer Goods company.
I want to compare OutSystems and Service Now for developing non-ITSM Apps (e.g., CRM and Customer Care).
Which one would you choose for this purpose and why?
Thanks in advance for your help!
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.
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.
Hi @reviewer1529571, @reviewer1278699, @Jaikant S Rao, @Dawn McClure, @Gagan Pattanayak, @Roland Zuurveld,
Can you please share your knowledge with the community?