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 product has been designed for a “rapid” deployment in hopes of keeping configuration and customization to a minimum.

The ServiceNow objective was to deliver a product to the SMB market that is fast to deploy and simple to configure. Rather than building 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.

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.

What is the Functionality Available with ServiceNow Express?

In general, it can be said – many codeless functions are available.

Below is an elaboration of most of the available functionalities.

  • Incident, problem and change management
  • Business Rules (Basic, no advanced options)
  • Ui Policy (no scripting option)
  • Reporting and Dashboards
  • Push notification (no script)
  • Live Feed
  • Visual task boards
  • Service Catalog (No Service portal, no order guides)
  • Integration – REST API only, BUT can not be used (not option to define inbound variables)
  • LDAP (OKTA Integration Only)
  • No Calculation options
  • No Workflow (Pre-configured Execution plans only)
  • No Contextual security (no ACL)
  • No Test server for Express clients (Even if it was – no Update set functionality available)
  • No new tables, only extensions of existing ones (40 tables only).
  • No script (UI /Client Script, Script include, UI Action etc)
  • Limited SLA (No workflows)
  • System Logs – very limited (REST and Email logs only)
  • Express Discovery, Express  HA Cloning – Upsell

Tips:

  • Tools and best practice methology – can be found in Express Forum (remember it’s not always up-to-date). (click here)
  • Upgrade from Express to Enterprise – with minimum effort.

All existing configurations and data will be preserved. This means there will be no major system migration, no need for professional services, and no rip and replace. The instance and all of its data remains unchanged.