Their Pitch
Put AI to Work
Our Take
An enterprise workflow platform that connects your IT, HR, and customer service into one system. Think of it as the expensive spine that holds together all your company's processes — and makes simple things complicated.
Deep Dive & Reality Check
Used For
- +**Your IT team spends 15 hours/week manually routing tickets** → AI agents automatically sort and route 70% of requests, cutting response time from hours to minutes
- +**HR onboarding takes 20 hours of manual paperwork per new hire** → Automated workflows handle equipment requests, access approvals, and documentation in 2 hours
- +**Recurring outages from untracked system changes** → Change management forces approvals and impact analysis before any deployments
- +Single database connects everything — when someone leaves, it automatically revokes access across all systems instead of you hunting down accounts
- +Virtual agent handles password resets and common requests via chat — cuts service desk tickets by 30% without human touch
Best For
- >Your IT tickets are drowning in email chains and falling through cracks
- >You're duct-taping 12 different systems together and your CEO wants one source of truth
- >Hit 500+ employees and manual HR approvals are making everyone miserable
Not For
- -Teams under 100 people — you're paying for 500-user minimums and enterprise features you'll never touch
- -Anyone wanting quick wins — this takes 2-4 weeks minimum to set up and months to see real value
- -Budget-conscious companies — the sticker price is just the start, add-ons easily double your costs
Pairs With
- *Microsoft Active Directory (to import all your users and handle authentication)
- *Slack (where people get notifications about ticket updates and complain about mandatory fields)
- *SAP (for finance workflows that ServiceNow connects to but doesn't replace)
- *Microsoft Teams (for video calls when the ServiceNow chat isn't enough)
- *Salesforce (for actual CRM since ServiceNow's customer service module is weaker)
- *Oracle (for payroll and deep HR functions that ServiceNow workflows trigger)
- *Jira (for development work because developers refuse to use ServiceNow for sprints)
The Catch
- !You'll need someone to become a ServiceNow admin (20-40 hours of training) or you'll waste the investment completely
- !Every quarterly update breaks 10-20% of your custom workflows — plan for 1-2 days of fixes each time
- !The AI chatbot hallucinates about 20% of responses, so you still need human fallback for anything important
Bottom Line
The 800-pound gorilla of enterprise workflow — handles everything but costs everything and takes months to set up right.