What users are saying about
Top Rated
159 Ratings

ServiceNow

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Top Rated
244 Ratings
Top Rated
159 Ratings
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Score 8.3 out of 101

ServiceNow

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Top Rated
244 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8 out of 101

Add comparison

Likelihood to Recommend

Appian

Surely Appian is not a Site Development Tool. So we should avoid the use of a system for just UX development. We should look for process automation as much as we can mature the use cases.
Ravi Joshi, PMI-ACP® profile photo

ServiceNow

ServiceNow is a perfect and great fit for A to B style helpdesk ticketing! I would tend to shy away from this product is your project management shop is on the medium or larger scale. It is ok for smaller projects but not for large complex, multi-team projects. ServiceNow is also great for establishing routine and frequently used workflows that you want to publish to an external or public customer base. There is a lot of potential to relieve a lot of administrative overhead but it requires a lot of back end work to see those results.
Jesse Bickel, MS - PMP profile photo

Feature Rating Comparison

Incident and problem management

Appian
ServiceNow
8.5
Organize and prioritize service tickets
Appian
ServiceNow
9.2
Expert directory
Appian
ServiceNow
8.1
Service restoration
Appian
ServiceNow
8.6
Self-service tools
Appian
ServiceNow
8.6
Subscription-based notifications
Appian
ServiceNow
8.3
ITSM collaboration and documentation
Appian
ServiceNow
8.4
ITSM reports and dashboards
Appian
ServiceNow
8.3

ITSM asset management

Appian
ServiceNow
8.0
Configuration mangement
Appian
ServiceNow
8.2
Asset management dashboard
Appian
ServiceNow
8.2
Policy and contract enforcement
Appian
ServiceNow
7.8

Change management

Appian
ServiceNow
9.0
Change requests repository
Appian
ServiceNow
9.1
Change calendar
Appian
ServiceNow
8.9
Service-level management
Appian
ServiceNow
9.1

Pros

  • I have observed after version 17.1 we have a lot of good features in Appian that improve usability (UX). This adds real value in this competitive Digital space.
  • You can understand business use case and convert it to a logical process automation.
  • Process Modeller has improved a lot and providing smart services use adds more value.
  • Service integration helps us to seamlessly integrate with third-party systems
Ravi Joshi, PMI-ACP® profile photo
  • Fully integrates with custom web solutions.
  • Provides detailed control of user security by user, role, network group, etc.
  • Offers a full-featured tracking system which allows attachment of documents and other objects.
No photo available

Cons

  • Appian is continually improving the product but having to learn new features every 3 months (upgrade schedule) can be a challenge.
  • Graphical user interface could use some additional improvements but it has come a long way already.
  • Sites could use some additional modifications. Currently, the News Feed is not available on a site.
Helmut Arnold profile photo
  • Implementation is still the domain of major consulting companies. This requires large budget projects. It would be good to develop an education and certification program to reduce the need for major integration companies.
  • Maybe confusing at the beginning, too many fields, too much information. Is there a way to start simple and grow?
  • Pay attention to overpromising. The company has great marketing material, great sales people, making it seem to be the tool for all IT needs, but the road may be long and costly.
  • ServiceNow could be a very good enterprise-wide platform but you need to prepare for significant integration and be ready to adopt standard processes.
No photo available

Likelihood to Renew

Appian9.5
Based on 11 answers
We recently renewed our license with Appian. We are convinced that its flexibility, relative ease of use, the support they provide, there mobile advancements and their general willingness and desire to see us succeed all contributed to our reason to renew our agreement with Appian
Michael Campbell, PMP,CSM profile photo
ServiceNow9.5
Based on 12 answers
Our organization seems to be committed to using this powerful software tool. I am not involved in any of the decision making process for this. The primary users and administrators are very happy with ServiceNow's utility
Michael Sypes profile photo

Usability

Appian8.8
Based on 28 answers
The interface is as difficult to use as you make it. We like to follow the KISS principle and automate the mundane so that our staff can concentrate on their day job and not have to worry about what happens next.
Paul Cabrelle profile photo
ServiceNow9.4
Based on 7 answers
I have used Service Now with two different companies and found in both instances that it was very easy to use and get comfortable with. I like the fact that it is web-based, providing an opportunity to use from home when needed. I also have used other forms of service delivery software and so far have found Service Now to be far and away the easiest to use
Paul Trupka profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes profile photo

Performance

No score
No answers yet
No answers on this topic
ServiceNow9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

Appian8.4
Based on 52 answers
We have a mixture of onsite and offshore support by Appian and their partner Cognizant. Our stated support hours for the business are 9-5pm Mon-Fri. Cognizant being located in India provides us with coverage up to 9pm should anything happen that needs urgent attention. Appian Cloud Support are also there should we have any issues connecting to the application.
Paul Cabrelle profile photo
ServiceNow10.0
Based on 4 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

In-Person Training

Appian9.0
Based on 1 answer
As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
No photo available
No score
No answers yet
No answers on this topic

Online Training

Appian10.0
Based on 1 answer
Really great training platform. Very visual and easy to use.
No photo available
ServiceNow1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
No photo available

Implementation

Appian8.0
Based on 1 answer
No answer on this topic is available.
ServiceNow10.0
Based on 3 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins profile photo

Alternatives Considered

We went through a light-touch Request for Proposal process, explaining the problem we were trying to fix and giving lots of examples of the current process and pain points. Appian was one of 10 respondents but stood out as having all of the components that would make putting the customer first, sharing information across multiple government agencies, workflow, low code and speed to build a working prototype that would work on multiple devices (pc, mobile, table) out of the box.Appian understood the problem we were trying to fix, and their response answered the majority of our concerns about how to solve the problems for the business customer by using and re-using information. Other providers could do some parts of the functionality needed, or offered to build the prototype from scratch, or couldn't meet our timeframes (due to length of delivery or lack of resources). Some of the respondents missed the point entirely and simply did not meet the requirements we set.Another factor was the cost estimate presented by the respondents - Appian was not the cheapest, but they were definitely not wildly expensive (unlike a couple of other respondents)!
Lynley Johnston profile photo
When we reviewed BMC offerings and compared with ServiceNow in late 2012, ServiceNow had the most flexibility and I believe still has the most flexibility if you're comfortable with the underlying platform and have a strong guiding service philosophy. You can make the tool do anything, but the real questions are "Why?" and "What are you getting from doing it that way?" Most ITSM tools are just tools, whereas ServiceNow is a tool that was used to make itself. It is a platform/environment for cloud publishing and they happened to make an ITIL ITSM app on it at first because that's what Fred Luddy knew best, then had faith that IT departments around the world would have the talent to make more meaningful, greater things with it.
No photo available

Scalability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Return on Investment

  • Although I don't have direct access to ROI assessment, I feel if projects are managed well, Appian has the ability to deliver applications / deliverables quick enough to ensure quick ROI.
Kaisar Hossain (MBA PMP, 6 Sigma, Scurm/ profile photo
  • Hard to put a dollar amount on ambiguous efficiency gains in service (not operations) departments, but even after >20% company-wide layoffs with the oil price downturn, we were able to keep our high level of service.
  • We have just started a pilot program integrating Microsoft SCCM with the Service Catalog so people may request software installations based on Active Directory group memberships. Its adoption and manpower savings will be how we gauge other automation projects going forward.
  • Competitive labor market for experienced ServiceNow developers makes it difficult to find/retain talent, but there are many third-party implementation and outsourcing firms filling the gaps for any short-term projects you may need. Managed Service Providers are another possibility for the long-term.
No photo available

Pricing Details

Appian

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Appian More Information

ServiceNow

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

ServiceNow More Information