Websites using ServiceNow

Okay, let s dive into an overview of ServiceNow, covering its revenue, alternatives, pricing, and customer care.

ServiceNow Overview

ServiceNow is a leading cloud-based platform provider designed to help businesses manage digital workflows. It s primarily known for its IT Service Management (ITSM) capabilities, but its platform extends far beyond that. It offers a unified system of record for various business processes, aiming to improve efficiency, reduce costs, and enhance user experiences.

• Key Focus Areas:

  • IT Service Management (ITSM): Incident management, problem management, change management, service catalog, knowledge management, etc.
  • IT Operations Management (ITOM): Discovery, monitoring, event management, cloud management.
  • IT Asset Management (ITAM): Hardware and software asset management.
  • Security Operations (SecOps): Security incident response, vulnerability response, threat intelligence.
  • Customer Service Management (CSM): Case management, field service management.
  • HR Service Delivery (HRSD): Employee onboarding, offboarding, employee inquiries.
  • Creator Workflows: Tools for building custom applications and automating processes on the ServiceNow platform. (Low-code/no-code development).

• Platform Architecture: ServiceNow uses a single platform that provides a consistent data model and workflow engine across all applications. This allows for seamless integration and automation between different departments and processes. It’s a multi-instance architecture, ensuring each customer has their own dedicated instance.

• Target Audience: Large enterprises, but also increasingly mid-sized businesses. Customers span a wide range of industries, including technology, finance, healthcare, government, and education.

Revenue

ServiceNow is a publicly traded company (NYSE: NOW). Here s a summary of its revenue performance (based on the most recent available data):

• Generally, ServiceNow reports substantial annual revenue and consistent growth. Refer to ServiceNow s investor relations website for the most up-to-date and accurate financial information.
• Revenue Model: Primarily subscription-based. Customers pay recurring fees for access to the platform and its applications.

Alternatives to ServiceNow

The best alternative depends heavily on your specific needs and budget. Here s a breakdown of alternatives by category:

• ITSM Alternatives:

  • Atlassian Jira Service Management: A popular option, especially for organizations already using other Atlassian products like Jira Software and Confluence. Strong in software development-focused ITSM.
  • BMC Helix: A comprehensive ITSM platform, often considered a direct competitor to ServiceNow. Offers a broad range of features, including AI-powered capabilities.
  • Ivanti Neurons for ITSM: Focuses on automation and self-service.
  • Freshservice: A more user-friendly and often more affordable option, particularly for smaller to mid-sized businesses.
  • SolarWinds Service Desk: A cloud-based ITSM solution that s relatively easy to deploy and use.
  • ManageEngine ServiceDesk Plus: A more affordable, on-premises or cloud-based option with a wide range of features.

• Low-Code/No-Code Platform Alternatives (for application development):

  • Microsoft Power Platform: Integrates tightly with the Microsoft ecosystem (Office 365, Azure, Dynamics 365).
  • Salesforce Platform (Lightning): Strong for building applications that integrate with Salesforce CRM.
  • Mendix: Focuses on enterprise-grade application development.
  • OutSystems: Another strong enterprise low-code platform.

• HR Service Delivery Alternatives:

  • Workday: A comprehensive HR management system with strong HR service delivery capabilities.
  • Oracle HCM Cloud: Another full-featured HCM suite.

• Customer Service Management Alternatives:

  • Salesforce Service Cloud: A leading CRM-based customer service platform.
  • Zendesk: A popular and user-friendly customer service platform.
  • Microsoft Dynamics 365 Customer Service: Integrates with the broader Dynamics 365 suite.

Factors to Consider When Choosing an Alternative:

• Specific Needs: What problems are you trying to solve? What features are essential?
• Budget: ServiceNow can be expensive. Alternatives often offer more affordable options.
• Integration: How well does the platform integrate with your existing systems?
• Ease of Use: Consider the learning curve for your team.
• Scalability: Can the platform grow with your business?
• Customization: How flexible is the platform to meet your unique requirements?
• Vendor Support: What level of support is provided?

Pricing

ServiceNow s pricing is notoriously complex and not publicly available in a straightforward manner. Here s what you need to know:

• Subscription-Based: You pay a recurring fee (typically annually) to use the platform and its modules.
• Per-User Pricing: Often, pricing is based on the number of users who will be accessing the system. Different user roles may have different pricing.
• Module-Based Pricing: You pay for the specific modules or applications you need (e.g., ITSM, ITOM, CSM, HRSD).
• Custom Pricing: ServiceNow often tailors pricing to the specific needs and size of each customer.
• Factors Affecting Price:
  • Number of users
  • Modules selected
  • Contract length
  • Level of support required
  • Implementation services
• Expect a significant investment: ServiceNow is generally considered an enterprise-grade solution, and its pricing reflects that. It s important to get a detailed quote from ServiceNow directly.
• Hidden Costs: Be aware of potential additional costs, such as implementation services, training, and customization.

How to Get Pricing Information:

The best way to get accurate pricing information is to contact ServiceNow directly and request a quote. Be prepared to discuss your specific requirements in detail.

Customer Care Details

ServiceNow emphasizes customer success and provides various support channels.

• ServiceNow Support Portal: A comprehensive online resource with documentation, knowledge articles, community forums, and the ability to submit support requests.
• Knowledge Base: A vast library of articles and solutions to common problems.
• Community Forums: A place to connect with other ServiceNow users, share knowledge, and ask questions.
• Training and Certification: ServiceNow offers a range of training courses and certifications to help users get the most out of the platform.
• Professional Services: ServiceNow and its partners offer implementation services, consulting, and custom development.
• Phone Support: Available for critical issues. Response times vary based on the severity of the issue and your support agreement.
• Premier Support: For an additional fee, you can get enhanced support services, such as a dedicated support engineer and faster response times.
• Success Programs: ServiceNow offers programs to help customers achieve their desired business outcomes with the platform.
• ServiceNow Impact: A premium offering providing personalized guidance and support tailored to your specific goals, including access to experts, accelerators, and success planning.
• Documentation: ServiceNow provides detailed documentation on all aspects of its platform.

Key Considerations Regarding Customer Care:

• Support Level: The level of support you receive will depend on your contract and the type of support agreement you have.
• Response Times: Response times can vary depending on the severity of the issue and your support level.
• Implementation Partner: The quality of your implementation partner can significantly impact your overall experience with ServiceNow and the effectiveness of your support.

In summary: ServiceNow is a powerful platform for managing digital workflows. However, it s a significant investment, so it s important to carefully evaluate your needs, consider alternatives, and understand the pricing and support options before making a decision. Contact ServiceNow directly for a customized quote and detailed information about their services.