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ServiceNow Now Platform pros and cons

Vendor: ServiceNow

4.2 out of 5

51 reviews
98% willing to recommend

Pros & Cons summary

ServiceNow Now Platform offers robust database management and a low-code environment for easy custom workflow creation, excelling in integration for enhanced automation. It boasts scalability and customizability tailored to user needs, favored for stability and IT service management. However, its complex pricing deters smaller companies, and reporting demands extra analytics purchases. Challenges include immature robotic process automation, integration issues with ERP systems, and a complicated initial setup requiring significant customization.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

ServiceNow Now Platform offers a strong database and a low code environment, allowing users to create custom workflows with ease.

The platform excels in integration capabilities, making it compatible with various applications and enhancing workflow automation.

Its scalability and customizability allow users to build and modify the platform to suit their specific needs and applications.

ServiceNow Now Platform's data management features, including CMDB, enhance the ability to manage datasets efficiently.

The platform is favored for its stability, scalability, and ease of use, making it a reliable choice for IT service management.

CONS

Licensing and pricing models for ServiceNow Now Platform are complex and expensive, making them less accessible for smaller companies.

Reporting capabilities need improvement, as they currently require purchasing additional analytics packages for enhanced functionality.

ServiceNow Now Platform's integration with other ERP systems and tools like Power BI and AI platforms could be improved for better performance.

Robotic Process Automation features in ServiceNow Now Platform are not mature enough and require further development.

ServiceNow Now Platform's initial setup is complicated and often requires extensive customization, hindering user adoption.

ServiceNow Now Platform Pros review quotes

Vishal Savajiani

Senior Analyst at DXC Technology

Mar 10, 2026

You can develop anything whatever you want on ServiceNow Now Platform.

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Assistant Manager at a tech vendor with 10,001+ employees

Nov 18, 2025

ServiceNow Now Platform has a workflow automation feature that I have worked with, and it was helpful to streamline my processes since I worked with the integration of NetBackup and a monitoring tool for creating tickets and auto-resolutions.

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SiddharthZunjarrao

Associate Director at KPMG India

Nov 12, 2024

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.

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ServiceNow Now Platform

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Learn what your peers think about ServiceNow Now Platform. Get advice and tips from experienced pros sharing their opinions. Updated: July 2026.

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Srivathsa Ramachandran

Associate director at Accenture

Aug 1, 2025

What I appreciate best about ServiceNow Now Platform is that they are self-sufficient, they have a good ecosystem built around it, and they integrate with a lot of standard partners, which is a great thing to talk about.

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reviewer2675172

Product Owner at a computer software company with 51-200 employees

Mar 20, 2025

ServiceNow Now Platform is very powerful in terms of data management.

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Service Now Developer at Bangmetric services pvt ltd

Sep 16, 2024

The primary feature we find valuable is data management.

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Fabio QUINTANILHA

IT4IT Manager at L'Oreal

May 31, 2024

The ServiceNow Now Platform is powerful because it allows for seamless integration and sharing of common features. I can access various features from a single point, enhancing efficiency and usability. Its capability to integrate different user features while maintaining full integration is a significant strength of the platform.

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Chief Digital Officer at Cipher7

Mar 14, 2024

The integration feature has simplified our multi-tool ecosystem. The inbuilt integrations significantly improve our solution delivery timelines. Also, standardized adapters and integration adapters reduce failure rates due to compatibility. This boosts productivity and eases maintenance.

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reviewer2279184

Vice President at a financial services firm with 10,001+ employees

Jul 8, 2024

It is a very stable solution.

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Director, Core Engineering Services at Nike

Mar 7, 2024

It is a stable solution...It is a scalable solution.

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Show 10 more reviews (out of 48)

ServiceNow Now Platform Cons review quotes

Vishal Savajiani

Senior Analyst at DXC Technology

Mar 10, 2026

However, nothing can be ideal, so there is a scope of improvement.

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Assistant Manager at a tech vendor with 10,001+ employees

Nov 18, 2025

I think there may be some integration with AI and a smart way of reporting, reporting mechanisms, and automation mechanisms on the inputs from other tools that could be better.

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SiddharthZunjarrao

Associate Director at KPMG India

Nov 12, 2024

The Playbooks feature is useful for visualizing steps in a process, however, it lacks support for rollbacks in case of complex customer processes.

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ServiceNow Now Platform

Free Report: ServiceNow Now Platform Reviews and More

Learn what your peers think about ServiceNow Now Platform. Get advice and tips from experienced pros sharing their opinions. Updated: July 2026.

908,834 professionals have used our research since 2012.

SR

Srivathsa Ramachandran

Associate director at Accenture

Aug 1, 2025

What could be improved in ServiceNow Now Platform is the availability of skill sets; for some reason, we don't get too many people who know this technology easily.

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reviewer2675172

Product Owner at a computer software company with 51-200 employees

Mar 20, 2025

The user interface could be modernized and made more attractive for users.

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Service Now Developer at Bangmetric services pvt ltd

Sep 16, 2024

If AI were better integrated into ServiceNow, it would lower the RPA costs and make the platform more accessible.

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Fabio QUINTANILHA

IT4IT Manager at L'Oreal

May 31, 2024

The user experience could be improved. The current design of forms lacks intuitiveness, as there seems to be only one form available for all types of operations.

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Chief Digital Officer at Cipher7

Mar 14, 2024

Simplifying the user interface for both users and administrators is key. It is not very intuitive.

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reviewer2279184

Vice President at a financial services firm with 10,001+ employees

Jul 8, 2024

The number of API calls processed by the tool, specifically when the API calls increase, will cause a lot of load on the platform, and it tends to not work very efficiently.

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Director, Core Engineering Services at Nike

Mar 7, 2024

There are a few areas of concern when it comes to the product's support team where improvements are required.

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Show 10 more reviews (out of 48)

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See all alternatives

Product Categories

Product Categories

Rapid Application Development Software

Low-Code Development Platforms

No-Code Development Platforms

Business Orchestration and Automation Technologies

Popular Comparisons

Popular Comparisons

ServiceNow vs ServiceNow Now Platform

UiPath Platform vs ServiceNow Now Platform

Pega Platform vs ServiceNow Now Platform

Appian vs ServiceNow Now Platform

Microsoft Power Automate vs ServiceNow Now Platform

Bizagi vs ServiceNow Now Platform

Microsoft Power Apps vs ServiceNow Now Platform

Mendix vs ServiceNow Now Platform

Salesforce Platform vs ServiceNow Now Platform

n8n vs ServiceNow Now Platform

OutSystems vs ServiceNow Now Platform

Oracle Application Express (APEX) vs ServiceNow Now Platform

Hyland OnBase vs ServiceNow Now Platform

GitHub CoPilot vs ServiceNow Now Platform

SS&C Blue Prism vs ServiceNow Now Platform

See all alternatives

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