"It's heavy on business processing in terms of logic, process workflows, and primarily on the process design modeler. Appian is really great at that. In terms of the full stack set from a low-code platform perspective, it's definitely an eye opener since it can be deployed via mobile app and on the web as well."
"We appreciate the drag and drop functionality and the easy to access plug and play features."
"The product has a very good mobile app."
"The solution's most valuable features are the regular periodic and quarterly updates, they are very useful updates. They keep improving the solution more often, and that helps the platform or code always be up to date with the latest features."
"The application life cycle is very clear. I started learning it and giving some workshops to my team. Creating the users and the building is very structured. Documentation is nice and it's easy to learn."
"Good workflow engines that bridge the gaps of processes."
"In terms of interface, it's very good. In terms of infrastructure, it's amazing and already using multiple tools behind the scenes. It's a low-code platform, so it's very easy to implement."
"It provides us with real-time data on all connected systems in terms of how they're integrated with each other and how they are performing in a workflow manner."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"Very good incident management, chain management and problem management features."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"You can scale the solution."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"The solution could improve robotic process automation."
"What could be improved is more on the front end perspective, like the user interface and the mobile application aspect."
"Authoring tool is slow to use resulted in limitations on how quickly solutions can be built."
"Something I would like to see improved is an SQL database connection."
"The graphical user interface could be easier to use. It should be simplified."
"We have clients that want to use Office 365, Microsoft Analytics, and Power Apps. Appian just isn't the same as using something specifically designed to cater to the Microsoft Suite."
"The solution could use some more tutorials to help brand new users figure out how to use the product effectively."
"They should provide more flexibility so designers can create a more picture perfect device."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"ServiceNow doesn't cater to the Middle Eastern market."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"The solution is lacking in the mobile application area that could be improved."
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Reviews from Real Users
IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
Appian is ranked 5th in Rapid Application Development Software with 15 reviews while ServiceNow is ranked 1st in Rapid Application Development Software with 73 reviews. Appian is rated 8.4, while ServiceNow is rated 8.2. The top reviewer of Appian writes "Easy to develop, low-code, and has a good user interface ". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Appian is most compared with Pega BPM, Camunda Platform, Microsoft PowerApps, Mendix and Salesforce Platform, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus and PagerDuty. See our Appian vs. ServiceNow report.
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