Likelihood to Recommend Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.
Read full review Zapier is perfect for simple integrations and setting up generally low-volume accounts that require very little configuration and maintenance. For a distributed structure where a client/outside party is responsible for billing, it’s easy to create an account, put them on a low-cost plan, configure a simple integration and teach them how to alter the setup. Its webhook-based setup is perfect for many simple use cases and there’s no reason to use a more complex or expensive solution.
However, if you have integrations that are increasingly complex (involve parsing, multiple non-linear steps, the integration of non-native APIs), significant in overall volume/data or require additional features (time delays for API limits), Zapier likely isn’t your best choice. Other integration platforms offer higher levels of customization and capability, though they’re typically significantly more complex and expensive.
Read full review Pros The best ITSM management just in 1 tool. User friendly for no IT people when they must raise a IT issue. It offer very good workflow during incident or request item. Read full review Ease of use - multiple people in the organization can set up and run Zaps per their specific use cases without much training. Connectivity - Zapier is able to connect to multiple applications we use on a regular basis. Functionality - Zapier provides embedded functionality within the app itself (email, data conversion), but also appropriate triggers and actions for apps it connects to. Versatile - Zapier can execute complicated and simple tasks and thus has many use cases. Read full review Cons Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform Tutorials on how to be the best at reporting in servicenow Guided tour functionaltiy is a bit rigid and could use more workflow capabilities Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion. Read full review Being able to turn off one leg of a Zap without having to delete it or turn the whole Zap off Not all fields populate when using certain aspects of Salesforce, but that could be an SF issue Communication when support is actually needed basically doesn't happen Read full review Likelihood to Renew Everybody in the company is happy to use ServiceNow. All people are happy to use a user-friendly web tool in order to open IT incidents. IT people can easily support people with a stable and solid tool.
Read full review Zapier is now very much an integral part of our business and we could not operate without it!
Read full review Usability As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.
Read full review Zapier is very user-friendly. They walk you through each step of the zap-building process in an orderly and easy to understand way. Each step of the zap is tested before moving onto the next step. For simple zaps, you can have them up and running within minutes. For more complicated zaps, it may take some experimentation, but Zapier is there to help you troubleshoot.
Read full review Support Rating We have many levels of interaction with ServiceNow. The first line of support sometimes is not equipped to resolve more complex issues, but the escalation process is clearly defined and followed with limited friction. Our account team is very responsive and willing to brainstorm ideas to improve and increase usage. We also have direct interaction with product teams to see previews of new features and at times to provide input to influence implementation details.
Jeff Lowenthal Service Management Portfolio Lead and Enterprise Architect
Read full review Before we purchased Zapier, I contacted support and asked them if Zapier could support my intended workflow (this is actually a selection on their support form - awesome). Within 2 hours, I was contacted by a support team member who seemed sure it would work, but granted me premium access for 2 weeks to try it out for myself. Sure enough, it did! Ever since then, support has replied rapidly to any problems I have experienced and answered my questions within a few sentences.
Read full review Alternatives Considered ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy
Read full review Zapier is a much more mature platform with much more software that you can integrate into and they add to their portfolio every month Zapier has more functions for each software they connect Zapier has their own services that are very useful They have so many existing work flows that you can easily add Read full review Contract Terms and Pricing Model 1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers
Read full review Professional Services Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
Read full review Return on Investment Ensuring good service support internally and externally has triggered opportunities to sustain good links with everyone and opened the door to more sales and successful business and ServiceNow has been key in all this, so the investment came back to us faster than expected. Read full review It saves us hours of time every week being able to connect services automatically. It enables automations to happen that would not otherwise be possible at all. It allows us to choose other software for specific purposes without the limitations of only the built-in connectivity. Read full review ScreenShots