What is ServiceNow Express?
ServiceNow Express has been positioned for organizations that are transitioning from simple ticketing and help desk solutions and are looking for a best practice ITSM solution. This baby brother to the larger ServiceNow product has been designed for “rapid” deployment in hopes of keeping configuration and customization to a minimum.
How is ServiceNow Express Different from ServiceNow Legacy?
The ServiceNow objective was to deliver a product to the SMB market that is fast to deploy and simple to configure. Rather than build a new product that meets the needs of the SMB market on a different platform, ServiceNow has simply taken the exact same legacy product and significantly reduced its functionality and scope. ServiceNow has placed stringent borders around the functionality, targeting it as an entry level solution for businesses that may not be ready to take on the long and costly implementation of a full ServiceNow solution.
What is the Functionality Available with ServiceNow Express?
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Is ServiceNow Express a Good Fit for Me?
ServiceNow Express is positioned for SMBs with low IT maturity that require a simple ticketing system. Intentionally it is a limited product with little to no contractual flexibility. No MSA amendments are entertained, while the terms and conditions are non-negotiable. There are no discounts and new customers accept the license agreement as is.
The Bait and Switch Strategy
Customers assessing ServiceNow Express should consider this is a classic bait and switch tactic. The stated goal is to move all Express customers to the full instance of ServiceNow as quickly as possible. What would prompt this move? The customer requires more functionality and flexibility. ServiceNow is essentially betting that Express customers will quickly see its limitations and will have to move up to the full solution. And, not to mention, require a professional services commitment.