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ServiceNow is a versatile and powerful tool that is used by organizations worldwide to manage various aspects of their operations. One of …
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What is ServiceNow Now Platform?
The ServiceNow Now Platform is a digital workflow building and extension tool for ServiceNow featuring a number of low-code / no code tools.
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What is ServiceNow Now Platform?
The ServiceNow Now Platform is a digital workflow building and extension tool for ServiceNow featuring a number of low-code / no code tools.
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What is ServiceNow Now Platform?
The ServiceNow Now Platform is a digital workflow building and app extension tool for ServiceNow featuring a number of low-code / no code tools to improve operational efficiency, including:
- Flow Designer, a codeless, natural language design tool for building workflows
- IntegrationHub tool for connecting devices and apps
- Mobile Studio (based on the company's 2017 acquisition of SkyGiraffe, a mobile app development focused startup whose low-code tools are now integrated into the Now Platform)
- Agent Intelligence machine learning task automator
- Virtual Agent, a tool for building intelligent chatbots and virtual agents.
ServiceNow Now Platform Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
The ServiceNow Now Platform is a digital workflow building and extension tool for ServiceNow featuring a number of low-code / no code tools.
Reviewers rate Usability highest, with a score of 8.7.
The most common users of ServiceNow Now Platform are from Enterprises (1,001+ employees).
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
ServiceNow is a versatile and powerful tool that is used by organizations worldwide to manage various aspects of their operations. One of the key use cases of ServiceNow is as an internal ITSM tool. Users rely on ServiceNow to efficiently resolve day-to-day requests and incidents from employees across the organization. With its global ticketing system, ServiceNow enables users to easily track work and generate instant reports, providing valuable insights into their operational performance. The Performance Analytics feature has been particularly helpful in streamlining reporting processes and facilitating accurate forecasting.
Another important use case of ServiceNow is its compatibility with other third-party tools. This seamless integration allows users to leverage additional functionalities and enhance their workflow efficiency. Additionally, ServiceNow offers a virtual bot that can complete various functions within the system, further automating processes and improving productivity.
ServiceNow is highly regarded for its intuitive interface, making it easy to set up and use. Users appreciate the customizable dashboards that provide them with relevant information at a glance, saving time and effort. Managing tickets has become less strenuous compared to previous solutions, as ServiceNow offers a straightforward system for tracking and resolving incidents, problems, changes, releases, configuration management, and service requests.
Beyond ITSM, ServiceNow finds applications in various departments across organizations. It serves as a comprehensive platform for managing different departments such as HR, Facilities, Procurement, Legal, and Finance. Through customized workflows, it facilitates record-keeping and ensures smooth change management processes. Moreover, ServiceNow supports sales operations and consulting cycles by helping with incident tracking, requests, problem management, and approval workflows.
Overall, ServiceNow proves to be a reliable and efficient solution for organizations seeking streamlined ticketing systems, comprehensive issue tracking management, and seamless integration capabilities. Its extensive functionalities cater to a range of departments while maintaining ease of use for all users.
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Reviews
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September 14, 2023
ServiceNow Now Platform - a Powerful too to implement, develop, or customize any application
Score 10 out of 10
Vetted Review
Verified User
We use ServiceNow Now Platform, particularly the app engine studio to create custom applications for the business and operations team. the applications have been a game changer as we can tap in to the low / no code platform and develope and build custom applications quickly, easily train users, and harness and leverage new data insights.
- build applications incredibly quickly , or customize pre build modules
- integrations
- data insights
- easy to use / train
- build complex workflows in minutes
- user interface and design
- mobile experience
Score 9 out of 10
Vetted Review
Verified User
ServiceNow is used to solve HR, Facilities, IT, Procurement, Legal and Finance workflow needs, here at the company. The product addresses Incident, Problem, Change, HR Case, Legal Case, Finance Case, and Work Order Management across all Wayfair corporate, field, and supply chain locations. IntegrationHub spokes and Performance analytics are used as part of our ITSM Pro subscription. We have yet to implement Virtual Agent due to the LOE considerations to enable a level of maturity which MoveWorks Virtual Assistant currently provides (which places it below other priorities on the roadmap).
- Integrations - very flexible platform to provide information or pull information onto the platform
- Custom App Builds - ability to create new applications from scratch all while protecting the scope via application scope partitioning.
- Many out of box tools are provided for admins/developers to solve problems. Including out of box widgets for the service portal (front end employee support portal)
- 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.
April 13, 2022
Complete solution for IT service management
Within our organisation we use the ServiceNow Platform extensively for several important IT service management processes including change management, incident management, problem management and configuration management. We also make use of additional modules for enterprise application management and service design. We are in the process of implementing a further module for IT Business Management, to replace an existing in-house tool for project portfolio management.
- Easy to use, user-friendly interface
- Customisable field names, workflows, approval gates etc.
- Mobile application available
- New users may be overwhelmed with the number of forms and modules at first
- A few workarounds may be required to achieve more complex customisations
- Occasional bugs
April 13, 2022
The ticket management tool that every support team needs
It is a fairly intuitive tool, easy to set up, and easy to use. The dashboards are highly customizable, so users will have at a glance what they need making everything faster and less agonizing. Managing tickets is fairly straightforward and much less strenuous than it was before. Receiving, assigning, and resolving support tickets is much faster, helping us to provide better service internally and externally. It is powerful and integrates many functions while still being fast and working smoothly.
- Within my organization we started using this tool for IT ticket management because it is fast, easy to understand, its interface is simple and everything works well and smoothly.
- The control panel is customizable, we can adapt it to our needs and comfort.
- Its ticket manager is excellent and it is easy to track tickets based on their status, everything is more organized and easy to understand.
- In terms of analytics, it also performs very well and the reports it generates present information of great value to our work team; it has come to simplify the life of those of us who work providing internal and external support.
- It is a robust tool and although it is easy to understand, it takes a little time to master at first.
- The visual dashboard has a little room for improvement, it could have more features.
ServiceNow Now is the internal ITSM tool used by the company to resolve day-to-day requests/incidents of all the employees. It has been modified as per the company's requirement and integrated into the one login of the company for a single sign-on.
- Log service requests
- Manages Incidents
- Maintains a Knowledge database
- Tracking of records can be done differently and in a much better way.
- The basic GUI if not modified is a complex one.
- Requires a lot of modification to make it easier for ones requirement.
April 11, 2022
ServiceNow tool
It is the easiest Ticketing and issue Tracking management system. I can see the details from the originations, the impact caused by the Bug, and the Changes made by the technical team members. Finally how the issue got resolved by the Tier-3 support team. A proper way to follow ITL Management.
- origination of the errors or Bug
- What troubleshooting were done by Tier-1 or Tier-2 support team. Any logs got attached to review
- What changes so far were made by technical team.
- Whether the required changes got approved by CAB
- Sometime it is difficult to reopen some closed ticket for escalation.
- Sometimes it is not easy to read the latest updates via email attachments without opening the client tools
- I feel sometimes the context gets too long to follow. it contains too many details logs. This is not bad but sometime in the rush could get a little overwhelm.
April 07, 2022
ServiceNow for All
I run a Managed Service for over 250 clients. The clients use ServiceNow for Incident, Problem, Change, Releases, Configuration Management, Service Requests, and process automation. We are starting to deploy Discovery, Software Asset Management, and Hardware Asset Management.
- Incident Management
- Change Management
- Service Requests
- Clean integration with multiple platforms - Integration Hub to address but not mature
- Extraction of data to external source for reporting
- Technical debt - ServiceNow allows unlimited customization
We use ServiceNow Now Platform for IT Service & IT Operations Management primarily. We have a variety of products that we offer to our customers in the form of Software as a Service (SaaS) and Product as a Service (PaaS) model. This essentially means we have different releases, hotfixes, consultancy based adhoc enhancements that needs to be pushed to various environments for variety of reasons. ServiceNow tremendously helps us record & track these changes using customized workflows that perfectly aligns with our needs. Incident Management is another big area that we track and report using ServiceNow. Needless to say ServiceNow has become a very integral part of the organization's workflow.
- Change Management
- Incident Management
- Asset Management
- We use ServiceNow for a wide variety of tasks within the organization and we currently do not see any shortfall. Quite happy with the frequent updates that is made to the platform.
April 07, 2022
ServiceNow Platform Review
We used ServiceNow Now Platform for asset management, change requests, incident management and corporate point of reference of everything that is integrated in ServiceNow Now Platform. This is used by the whole corporation and subsidiaries.
- IT Service Management
- Asset Management
- Incident Management
- Integrated Chat Feature
- Integration with systems with it's own inventory / asset management (SIEM, AV Solutions)
April 06, 2022
ServiceNow -Pretty good CRM tool
ServiceNow is used for our ticketing system. It is integrated with our support page to allow customers to send a ticket in. ServiceNow is also used as a knowledge base. We upload articles as it pertains to our user's issues. I upload documentation and also use it as a ticketing system where correspondence is sent back and forth to the customer. Basically providing a paper trail
- Provide clear email and account detail
- Provides dashboards for tracking
- provides a way to communicate to other teams
- Improvement is needed with the refresh part. I would suggest providing a quicker timer when it comes to refreshing
- allow color changes and themes
- a better way to customize the layout so, it is more organized
April 06, 2022
A Well rounded Product
The main reasons we decided to implement ServiceNow were the lack of proper distribution, tracking, reporting, and overall visibility of IT workload which on the other hand was making it difficult for us to make data-driven strategic decisions related to prioritization, and capacity planning, and recruiting.
- tracking
- Self-Service/Request Fulfillment
- Collaboration
- Slow Loading times
- Initial setup
- Asset management
April 06, 2022
Best choice if you are looking for a ITSM web platform
All our people use ServiceNow to open IT ticket and manage it and when it is closed they can give feedback. All IT staff use ServiceNow to manage these tickets The management of tickets by ServiceNow offers a database of case history and good statistics. It is the best ITSM platform that we have found, it is native for incident management, problem management, knowledge management, and service request management.
- 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.
- Connection with external Service desk tool.
April 06, 2022
Service Now - Made IT infrastructure access easy
ServiceNow Now Platform is used for request, service and incident management throughput the organisation. It helps to manage approval workflows and automated access control.
- Incident management
- Approval workflow
- IT infrastructure access request management
- Easy listing of services
- AI powered issue management
Currently, we are sandboxing it to possibly replace an existing ticketing service tool. Obviously, this tool will be used to track users' requests/incidents/etc. Also looking into its ability to integrate with Jamf and assets for compliance. Eventually, we hope to get other departments on board to collaborate with the ticketing system. KB tool is good to centralize information.
- Asset management
- KB
- Integration within other systems
- Not enough permission layers.
- Expensive
- Difficult in adaption within organization.
March 26, 2022
Service Now Review
We are using ServiceNow as an ITSM platform to resolve users' Issues, The users can just send an email and a ticket is automatically created in ServiceNow, the application is very much helpful in managing and reporting. The inbuilt features of knowledge management, incident management, problem management, and service request management all under one roof make the application a perfect fit for our organization.
- The user interface is well designed and can be customised according to the organization's needs.
- Almost all of the ITSM management can be managed under one roof.
- Creation of report and dashboard is easy.
- Connecting and importing data from third party applications.
March 25, 2022
ServiceNow - Flexi ticketing tool
It is used by Internal IT and all employees can raise ticket using it.This is very nice platform for Service tickets, reporting and change management. Can create templates for change requests.<br>Easy for freshers to start with the ticketing system. Even it is easy to manage the database of this application.<br>There are scenarios where we even pull data from DB for audits and reports.
- Self Explanatory UI
- Easy for freshers to understand
- Good for internal KB creations
- When the SQL server is busy application too experiences performance issues
- The status changes are not very much effective as the SLA clock is always ticking in most of the statuses
March 23, 2022
ServiceNow Now Platform review
Our customers use ServiceNow Now Platform to raise orders or cases and I often will raise cases on behalf of customers. It is very easy to use. Our customers can also get advice on the product on the platform. we can raise internal cases on there. Also to teams such as IT if we need replacement equipment or other software is not working
- Stores Information
- Raises Faults
- Raises Cases
- Searching for raised cases
- Searching by customer name
March 23, 2022
Great tool for managing incidents
ServiceNow Now Platform helps with incident tracking, requests, and problem management. It has built-in workflows with customization; this helps with the proper management of work items. The approval process helps ensures tickets go through proper approval flow. With multiple customers and their issues, this tool is essential to manage everything and meet customers' expectations.
- Workflow
- Custom changes
- New fields
- Notifications
- Custom views
- Too many options
- Query editor can be simplified
October 21, 2021
Highly configurable, simple ticketing system
ServiceNow is used as a ticketing system across departments to allow for the submission of Technology support tickets as well as visibility of work on visual task boards.
- Ticketing
- Visual Task Boards
- Custom Configuration
- Enhanced reporting functionality
September 15, 2021
ServiceNow improve your Service Now!
ServiceNow is is our Primary ISTM and Change Management solution. We also use it for SAM and HAM capabilities. The tool itself is so versatile and useful that we try to integrate as much as we can into ServiceNow. Flow designer is used to automated user management and record keeping for audits.
- Automation
- Asset management
- Ticketing
- Change Mangment
- Discovery Maintenance
- Installation of integrated apps by automatically installing all necessary items
August 12, 2021
ServiceNow - worth the price
ServiceNow Platform is leveraged across the organization for ITSM, and ITBM as well as focused departments with scoped applications. It supports the business of Technology by managing Incidents, Problems and Changes to the infrastructure, supports a service mindset with a Portfolio of Services, tracks service level agreements for requests, manages safety by recording safety signs for each door, tracks facility requests, as well as a concerige services for a remote location
- workflow during a request item
- approval management for changes, and services
- service level agreement monitoring
- ability to spin up a low code application
- creating a notification engine to track all notifications
- providing a service to return modules to out of the box functionality removing customization
- providing an administration for new users profiles setup screen
January 16, 2021
Solid cloud based ticketing platform
Servicenow is our ticketing platform. We use it to tie together LogicMonitor and auto-generate tickets based on alerts.
- Autogenerate tickets from Logic Monitor.
- Tickets from email to service desk is nice.
- Change control process flow is good.
- My home screen needs to auto update based on a timer.
- Long drawn out process for closing a ticket.
- Creating change control tasks are not intuitive.
February 23, 2020
Great too to use, implement and resell
ServiceNow Now Platform is being used in our company to support our own Projects, Customer Projects, Sales Operation, ITSM needs, etc. Our Sales Opportunity management is being controlled and managed by ServiceNow Platform, as well, after we close a deal, the ServiceNow manages all the consulting cycle ServiceNow Now platform, time cards, etc.
- Flexibility to automate process
- Easy of use
- There is room to improvement but nothing specific that I can mentioned at this point.
February 09, 2020
ServiceNow: Service desk solution across multiple departments and business processes
Originally, we purchased the ServiceNow solution as a replacement to our help desk ticketing solution. With growth in public presence and large projects on the horizon, we were looking for more of a service desk solution to replace the previous ticketing system. We implemented first as just a help desk ticket system. Once we got users into the habits of entering tickets and being familiar with the interface, we slowly started to look at other departments (besides IT), as well as business processes that would benefit from ServiceNow. We've now added 9 additional departments and addressed over 20 separate business processes that were antiquated and rolled them into ServiceNow. With each success comes additional user buy-in, as well as exposure and confidence in the product. This has really helped us as an IT Department, not only in getting better reporting, incident and problem response, but also on the customer service side of the equation. Customers are more confident that their needs will be addressed, more responsive in communications, and more willing to collaborate on IT-related projects and requests.
- Incident response, change management, asset management, and problem management.
- User communication, availability, ease of use, and user adoption.
- Menus can sometimes be confusing to navigate, unless paired down or customized.
- More flexibility needed for templates/home pages and graphics placement for company branding.