Advances in technology have revolutionized the business world, providing enterprises with new tools to tap into their full potential. By improving customer experience, business agility, coordination, and collaboration, technology has made it possible for businesses to achieve more than ever before.
One of the hottest up-and-coming enterprise technology players in the marketplace today is ServiceNow. If you’ve heard about ServiceNow, you may be wondering exactly what it is and if it’s a good fit for your organization. This independent, technology-agnostic review will help to give you those answers.
Before I dive in, it's important to know that I have no affiliation for or against ServiceNow, or any other software vendor. We are an independent, unbiased consulting firm that simply has experience with a broad spectrum of ERP and other enterprise technologies, and can therefore give some perspective on the pros and cons of each software in an effort to help you make the best decision for your business.
You may know about ServiceNow because the former CEO of SAP is now ServiceNow’s CEO. You might also know that the company offers a very viable enterprise technology that fills not only a narrow niche but very unique needs and unmet demands in the marketplace.
ServiceNow is not your typical or traditional enterprise technology. It doesn't fit into the ERP category, or into CRM, HCM. It doesn't even fit into the business intelligence world either. It does, however, have bits and pieces of all those different types of technologies. With that, ServiceNow can fit a very important need and niche for certain organizations.
The best way to think about ServiceNow is as a workflow tool. Unlike ERP systems and other back-office systems that are focused on consolidating and capturing data and providing reports, ServiceNow is more of a customer and employee-facing technology that’s meant to automate workflows.
For example, ServiceNow is commonly used for IT help desks as a ticketing system. It helps track a ticket as it goes through a series of workflows within the platform. You can also use it to track customer complaints or inquiries in high-volume contact centers or customer service centers. You could even use it to track workflows with employees, such as a new hire that needs to go through an onboarding process or an employee who needs to follow an approval process for the acquisition of assets.
ServiceNow is commonly used in industries such as telecommunications, government and education, energy and utilities, and tech companies that manage product development workflows. It's proven to be a good fit for organizations that have a large IT department, a customer service center, or a high volume of customer interaction.
Although this platform can be a good fit for other organizations, it's not always what everyone is looking for. Let's break down the pros and cons.
ServiceNow functional strengths include:
ServiceNow technical strengths include:
ServiceNow functional weaknesses include:
ServiceNow technical weaknesses include:
If you want to tap into automation and increased productivity by building workflows that improve your customer and employee experience, you are most likely in need of something like ServiceNow. But, with so many different options on the market, it can be difficult to know exactly which tool is the best for your business. The key is to carefully consider your unique needs and factors such as the ones mentioned above and choose a solution that helps you take your business to the next level.
If you would like to receive more information about ServiceNow or any other enterprise technologies such as ERP systems, human capital management, supply chain, financial systems, etc., feel free to reach out to us and our experts will be happy to share their knowledge.
You may also download our annual Digital Transformation Report, which includes many independent reviews and rankings of various enterprise technologies to help you find the best fit for your organization.
Disclaimer: Third Stage Consulting is not affiliated with ServiceNow or any other software vendor and we do not receive a commission from them. This is an independent and objective review of this solution.