Power Apps vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Power Apps
Score 8.3 out of 10
N/A
PowerApps is a low code / rapid application development product from Microsoft that allows users to quickly build apps.
$20
per month per user
ServiceNow IT Service Management
Score 8.5 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
Power AppsServiceNow IT Service Management
Editions & Modules
Power Apps Premium
$20
per month per user
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
Power AppsServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Power AppsServiceNow IT Service Management
Top Pros
Top Cons
Features
Power AppsServiceNow IT Service Management
Low-Code Development
Comparison of Low-Code Development features of Product A and Product B
Power Apps
7.8
19 Ratings
9% below category average
ServiceNow IT Service Management
-
Ratings
Visual Modeling7.617 Ratings00 Ratings
Drag-and-drop Interfaces9.218 Ratings00 Ratings
Platform Security9.418 Ratings00 Ratings
Platform User Management8.218 Ratings00 Ratings
Reusability3.918 Ratings00 Ratings
Platform Scalability8.217 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Power Apps
-
Ratings
ServiceNow IT Service Management
8.2
67 Ratings
0% below category average
Organize and prioritize service tickets00 Ratings8.766 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.555 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.359 Ratings
ITSM reports and dashboards00 Ratings8.861 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Power Apps
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
Power Apps
-
Ratings
ServiceNow IT Service Management
7.9
61 Ratings
6% below category average
Change requests repository00 Ratings7.361 Ratings
Change calendar00 Ratings7.255 Ratings
Service-level management00 Ratings9.157 Ratings
Best Alternatives
Power AppsServiceNow IT Service Management
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Score 9.2 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Quixy
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Score 9.9 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Quickbase
Quickbase
Score 9.2 out of 10
Ivanti Neurons for ITSM
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Score 9.5 out of 10
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User Ratings
Power AppsServiceNow IT Service Management
Likelihood to Recommend
8.2
(21 ratings)
8.2
(78 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(13 ratings)
Usability
10.0
(2 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
9.7
(6 ratings)
7.3
(22 ratings)
Online Training
-
(0 ratings)
1.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Power AppsServiceNow IT Service Management
Likelihood to Recommend
Microsoft
PowerApps is well suited for "quick-wins" and fast prototypes of business solutions. It also is beneficial for situations where business partners and developers work together - it allows the business folks to provide a "quick-and-dirty" prototype which is then fleshed-out by developers that are trained experts on the platform. The interactive and easy to understand representation of the solution allows business partners to "see" the solution and add, remove, or correct aspects of it themselves. It provides a common view and understanding of the actual solution across business units and tech teams. PowerApps, being a low-code\no-code platform is not well suited for business processes that require many complex computations or large amounts of custom code - such as solutions that are better architected as Web Site or "full-blown" desktop solutions. There are solutions that are just not easy or quick to accomplish in a low-code\no-code platform. Enterprise Architects should know the difference, however business partners often try to create a solution and only when stuck because it becomes too complex do they engage a tech team for assistance - at which point there are sunk-costs involved and hinderences to re-platforming the solution
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ServiceNow
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
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Pros
Microsoft
  • Power Apps has formats that are pre-built that don't require any coding which makes it easier to achieve your vision. This does become a challenge if your App needs don't fit into that format.
  • We deal with a ton of data so the fact that you can connect to any data source in addition to their pre-stablished data connections makes the process a breeze.
  • The online learning resources and tutorials are helpful as well for those who are tech savvy.
Read full review
ServiceNow
  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
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Cons
Microsoft
  • More complicated to understand in comparison with Nintex Forms.
  • Complicated to find errors.
  • Using PowerApps for SharePoint Forms is a bit complicated by setting up the start and load scenario with a lot of JavaScript.
  • Load values, change them by code, and save them back could be easier. Actually quite complicated to handle a lot of variables.
Read full review
ServiceNow
  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
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Likelihood to Renew
Microsoft
No answers on this topic
ServiceNow
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
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Usability
Microsoft
PowerApps is a great solution and I have spent the last year familiarizing myself with the platform and building custom applications to complete a whole range of tasks such as asset management, custom invoice generation, and item restriction tracking. We as a company have barely begun to scratch the surface of what can be achieved with PowerApps.
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ServiceNow
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
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Reliability and Availability
Microsoft
No answers on this topic
ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Read full review
Performance
Microsoft
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Microsoft
The community forums are extremely responsive to questions asked, there is a good body of online documentation and many community posts to draw from. Although the platform has changed, which means some of the posts are out of date and the solutions provided aren't relevant. Of relevance, I read over 400 articles plus documentation to get this first app built in SharePoint, move it to SQL and make it work exactly the way it should.
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ServiceNow
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
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Online Training
Microsoft
No answers on this topic
ServiceNow
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.
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Implementation Rating
Microsoft
No answers on this topic
ServiceNow
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.
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Alternatives Considered
Microsoft
Much cheaper, much more customizable, and easier to use. There is not much of a learning curve and the licensing cost is much cheaper. PowerApps does one thing very well, whereas other platforms are mediocre. There is much more customization possible for your in-house workflows that you can build yourself vs using NetSuite engineers to build it for you.
Read full review
ServiceNow
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
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Scalability
Microsoft
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
Microsoft
  • It has given us a focal point for development. We now have the possibility of connecting to mobile and the default SharePoint online interface isn't always easy to manipulate. PowerApps has given us an opportunity to improve our user experience.
  • An improved user experience has given us a better shot at compliance. When users don't fight the environment, they don't gravitate towards workarounds or non-compliance.
  • As lists and libraries change, the platform scales pretty well.
  • Having users with the capability to create their own forms and tools has dialed back the app dev need (there is a balance though) and distributed power to the process architects and people who actually need the solutions in the first place—much more efficient model of service delivery: self-service.
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ServiceNow
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
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ScreenShots