ServiceNow Review


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ServiceNow is a provider of comprehensive, cloud-based solutions to help companies create digital workflows using a single platform that connects people, functions, and systems. The platform enables businesses to achieve complete digital transformation using a variety of built-in functions and modules. These digital solutions help users, teams, and departments across the organization to connect data, automate tasks, and optimize processes that can create seamless experiences, improve user satisfaction, and achieve higher productivity.

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ServiceNow Review: Features and Strengths

Now Platform

The Now Platform is the digital backbone where all ServiceNow products and apps, as well as company data and custom systems, are connected and running in sync to provide teams with better awareness of workflow status and overall process health. But more than just a digital channel, ServiceNow has built-in intelligence and capabilities to automate digital workflows, support application development, and bring together ServiceNow products and third-party tools.

The Now Platform standardizes data formats and communication so that the transfer or movement of information across products is seamless and error-free for different teams. This helps connect teams, simplify sharing of information, and increase company productivity.

For example, companies can track requests from employees for new IT systems or enhancements using the vendor’s SPM on the Now Platform to help prioritize new projects. At the same time, the platform allows users to develop an IT service management portal where employees and agents can communicate regarding service requests. The Now Platform integrates these processes, performs analytics on collected data, and ensures the speed and security of communication and structure.

IT Workflows

ServiceNow lets companies optimize their IT service operations by enabling users to create modern and scalable IT service experiences. Users can run automated operations that are able to predict and prevent issues and increase productivity. The products can also help align investments to priorities while giving teams the tools to manage risk, security, and cost.

Among its IT Workflows products is IT Service Management, which offers features like incident management, problem management, and change management. Other IT Workflow products include IT Operations Management to help users deliver business services, and Strategic Portfolio Management to aid in planning, prioritizing, and tracking work. Other products are IT Asset Management, DevOps, Security Operations, GRC, Telecommunications Service Operations Management, and Operational Technology Management.

Employee Workflows

ServiceNow provides the platform and products that make it easy for employees to get the right information and help them be more productive. By creating a unified experience across HR, IT, Legal, and other departments, employees can navigate complex processes smoothly. The platform also has products for managing a safe and efficient workplace with matching experiences that can inspire employees to deliver.

ServiceNow’s HR Service Delivery product simplifies access to HR and other company services. Features include issue auto-resolution, employee center, and employee journey management, among others. Another product is Workplace Service Delivery with tools for space planning and optimization. Other products are Safe Workplace Suite and Legal Service Delivery.

Customer Workflows

ServiceNow gives companies the products to create a seamless customer experience. It has tools to provide customers personalized self-service while also giving company agents the capability to anticipate customer needs. Automation of processes and analytics enable businesses to scale customer operations, including field service.

Products include Customer Service Management that can connect teams and route cases intelligently, Field Service Management to connect customers and employees with automated scheduling and dispatching, and Financial Services Operations that unify employee, IT, and customer teams with real-time actionable data. Other products are Connected Operations, Order Management for Telecommunications, and Healthcare and Life Sciences Service Management.

Creator Workflows

The ServiceNow platform is a low-code platform that allows users to build digital workflow apps that they can easily scale across the enterprise. Citizen developers can take advantage of pre-built templates and other tools to reuse modular building blocks built by other developers. Users can customize their apps to deliver the experiences that users need to stay informed and connected. They can connect systems, apps, and data to build end-to-end solutions.

Products for creator workflows include the App Engine which provides a low-code visual app development environment and the Integration Hub which helps reduce the cost and complexity of ServiceNow integration. It has out-of-the-box as well as custom integrations, flow templates, packaged solutions, import tools, a REST API trigger, remote tables, and connection dashboards. Another product is the Manufacturing Connected Workforce for digitizing plant systems, shop floors, and other facilities.


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ServiceNow Pricing

ServiceNow offers several solutions and different products for key industries. To get pricing for a particular solution or product, interested customers need to reach out to a ServiceNow representative to get a custom quote that includes flexible pricing for their requirements. A free demo is also available upon request.

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Who Uses ServiceNow?

ServiceNow is ideal for midsize and large companies in need of a cloud platform to manage and modernize services for enterprise operations. It provides solutions in the areas of customer experience, technology excellence, employee experience, operating excellence, and hyper-automation and low code. Customers include Delta Airlines, ngena, NTT Data, Hexaware Technologies, KPMG, Tennessee Department of Human Services, Sasol, Coca-Cola Beverages Africa, and Standard Chartered Bank.

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ServiceNow Supported Languages

By default, the platform supports American English. However, plugins for the following translations are available: Brazilian Portuguese, Czech, Dutch, Finnish, French Canada, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Simplified Chinese, Traditional Chinese, Thai, and Turkish.


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Case Studies

Jolene Coetzee Moolman is the IT Practice and Governance Manager for a leading soft drinks company in Africa. The beverage company serves 600,000 outlets from its 39 bottling plants and employs 20,000 across the continent. But the business believes it can do even better with help of brand awareness, product innovation, and most especially finding new efficiencies and raising productivity.

Jolene and the team chose ServiceNow and deployed an ITSM solution within 180 days. The software establishes a unified IT service management approach, simplifies the management process, and enables the gathering of data to inform improvements. The company launched a new Service Desk and Operations Center (SDOC), which limits the need for business users to report major outages. ServiceNow helps the company harmonize and streamlines processes, deliver rapid support, and take ownership of its master data.

Marina Mehli is Director of Digital Solution and User Experience Design of an international banking group with headquarters in London. When the pandemic took place in 2020, the bank took the opportunity to learn where and how its employees choose to work. After surveying colleagues, it decided on a hybrid working model.

Marina and the team chose ServiceNow and built a new portal using its HR Service Delivery. It connects back-end processes like document and data management, while it builds dynamic workflows to support employee journeys. Almost 48,000 employees applied for flexible working and ServiceNow makes the flexible work application a seamless and effortless experience.

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Why Choose ServiceNow?

ServiceNow is a comprehensive platform that enables a company to successfully transform into a digital enterprise. It provides the tools and capabilities that allow users to create effective workflows that enhance work experience and efficiency. Intelligent, intuitive, and automated features and services support users to become more productive which ultimately helps the entire organization become more innovative and resilient.

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Company Info

ServiceNow is a publicly traded American company with headquarters in Santa Clara, California, and offices across North America, Latin America, Europe, Middle East, Africa, Asia, and Australia. It was founded in 2004 by Fred Luddy, who started with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise. Today, its platform and products help digitize and unify organizations to find smarter and better ways to make work flow.


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