Name: ServiceNow Now Platform
Brand: ServiceNow
Rating: 4.1 (50 reviews)

reviewer2519049

CIO at a tech consulting company with 51-200 employees

Aug 4, 2024

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A solid product that is more than an ITSM tool

Pros and Cons

"The solution has more products than being an ITSM tool. Big customers such as those from Telcom tend to like it. Some of our customers use AI-based chatbots."

"ServiceNow Now Platform's adoption seems to be a main challenge for our clients."

What is most valuable?

The solution has more products than being an ITSM tool. Big customers such as those from Telcom tend to like it. Some of our customers use AI-based chatbots.

What needs improvement?

ServiceNow Now Platform's adoption seems to be a main challenge for our clients.

For how long have I used the solution?

I have been working with the platform for six years.

How are customer service and support?

We have never contacted support yet.

Buyer's Guide

ServiceNow Now Platform

March 2026

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What was our ROI?

Using all of the tool's features can yield a decent ROI. However, if you underutilize its features, other cheaper solutions like Zendesk might work better for you.

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

People seem to be buying the tool a lot. I think its licensing is okay.

What other advice do I have?

I recommend the solution for larger businesses. It is solid and has improvements in its roadmap. I rate the overall product an eight out of ten.

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

Eduardo Justo

IT bp at KDR Corp

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.

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.