Sold by: BYNETÂ
Deployed on AWS
PROD19278 - Full CSM and ITSM capabilities included, bundled with App Engine for 25 tables. Price is per fullfiller / citizen developer/
Overview
PROD19278 Bynet -ServiceNow CSM and ITSM. Price per fulfiller / citizen developer.
- Please note: Product pricing is subject to a minimum of all Bynet ServiceNow products ordered in total, of $120,000.
Highlights
- Visual development tools , bundled with full customer service management
- Delightful customer and user experience
- Automate customer service across the front, middle, and back offices with digital workflows.
Details
Sold by
Delivery method
Delivery option
64-bit (x86) Amazon Machine Image (AMI)
Latest version
Operating system
Rhel 7.x
Deployed on AWS
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time. Alternatively, you can pay upfront for a contract, which typically covers your anticipated usage for the contract duration. Any usage beyond contract will incur additional usage-based costs.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Cost/hour |
|---|---|
t3a.xlarge Recommended | $0.625 |
Vendor refund policy
No Refund
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA)Â .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
64-bit (x86) Amazon Machine Image (AMI)
Amazon Machine Image (AMI)
An AMI is a virtual image that provides the information required to launch an instance. Amazon EC2 (Elastic Compute Cloud) instances are virtual servers on which you can run your applications and workloads, offering varying combinations of CPU, memory, storage, and networking resources. You can launch as many instances from as many different AMIs as you need.
Version release notes
none
Additional details
Usage instructions
https://bynetawsmarketplace.s3.eu-west-1.amazonaws.com/AWSAMIusageinstructions.docx after installation, please connect to http://<instance_ip>:80
Resources
Vendor resources
Support
Vendor support
Support is provided during working hours Sun to Thu between 08:00-17:30. We recommend you open a call in our support portal at: https://serviceportal.www.bynet.co.il/login , or call 1-700-50-8001
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Workflow Automation
"Enables customer service automation across front, middle, and back office digital workflows"
Development Environment
"Includes visual development tools for building and customizing service management applications"
Application Engine
"Supports configuration and customization with bundled App Engine for 25 database tables"
Service Management Capabilities
"Provides comprehensive customer service management (CSM) and IT service management (ITSM) functionalities"
User Interface Design
"Supports creation of user interfaces focused on delivering enhanced customer and user experience"
Workflow Automation
Advanced capabilities with drag-and-drop actions and zero-code automation implementation
Multi-Channel Service Desk
Comprehensive support channels including email, self-service portal, mobile app, phone, chatbot, and feedback widgets
Enterprise Integration
Extensive ecosystem solutions with robust APIs for seamless integration with existing enterprise systems and tools
Asset Management
ITIL-compliant modules for tracking and managing organizational IT assets and resources
Service Management Analytics
Advanced analytics capabilities for monitoring and analyzing service desk performance and operational metrics
Cloud Platform Integration
Seamless hosting and integration of ServiceNow products on AWS cloud infrastructure
Enterprise Digital Transformation
Intelligent platform enabling end-to-end digital workflow optimization across business functions
Multi-Domain Service Management
Comprehensive service management capabilities spanning IT Service Management, IT Operations Management, HR Service Delivery, and Customer Service Management
Infrastructure Scalability
Flexible cloud environment supporting dynamic performance optimization and infrastructure management
Enterprise Workflow Automation
Unified digital experience platform enabling efficient business process digitization and technical debt reduction
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
No security profile
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No security profile
Standard contract
No
No
No
Customer reviews
5
1 ratings
1 AWS reviews
|
11 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Arvind Mehrotra
Integrating departments for unified service while managing complexity and learning curve
Reviewed on Apr 24, 2025
Review provided by PeerSpot
What is our primary use case?
I have reviewed ServiceNow Customer Service Management as a tech advisor. I have not worked on it directly.
What is most valuable?
ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.
What needs improvement?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
For how long have I used the solution?
I have reviewed it over the last two years because it's an upcoming solution.
What do I think about the stability of the solution?
It is a stable solution. I would rate it as eight or nine out of ten.
What do I think about the scalability of the solution?
It is scalable, scoring an eight or nine. However, scalability can lead to performance issues.
How are customer service and support?
You need an intermediate partner to support ServiceNow . It is better because partners have a deep understanding of the code and configuration challenges. I rate the technical support as six out of ten.
How would you rate customer service and support?
Neutral
How was the initial setup?
Templatized rollouts would be very useful for ServiceNow Customer Service Management because you are working on centralized customer data across all channels. Simplifying processing and streamlining manual tasks would make the process more consistent.
What was our ROI?
As mentioned, it helps in creating shared services and brings efficiency, though I may not have the metrics in terms of specific savings or benefits in dollar terms.
What other advice do I have?
It is a powerful tool. Large enterprises should experiment with it, while medium enterprises should consider alternative solutions. I would rate the overall solution as seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Ambar Pradhan
Provides customizable, low-code options to streamline customer interactions
Reviewed on Apr 23, 2025
Review provided by PeerSpot
What is our primary use case?
There are two different modules that are actually interconnected: ITSM in the back end and CSM in the front end. The advantage of using ServiceNow Customer Service Management is that I do not need to expose all ITSM data to the customer, as the customer is not concerned about the technical backend. For example, if there are network-related issues, the customer just wants to ensure their ticket is resolved within the given SLA. ServiceNow Customer Service Management allows me to provide customers with the data they need while maintaining backend ITSM processes.
What is most valuable?
The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes. It is very easy to configure based on customer needs and can be customized with minimal coding. It is a low-code, no-code solution, meaning I do not need to do extensive programming. Recent advancements include AI features that automatically guide functionality. The system helps implementers and developers by suggesting necessary code modifications based on specific needs.
What needs improvement?
While ServiceNow Customer Service Management has many advantages, there are some cons. If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades. For example, when upgrading to a newer version, the system may introduce a feature already customized, necessitating inactivation of previous update sets. This need for careful management of customizations during upgrades can be seen as a downside.
For how long have I used the solution?
I have been using ServiceNow for more than six years, specifically focusing on CSM and ITSM.
What was my experience with deployment of the solution?
Regarding the configuration or the customization, it is straightforward. Since it is a no-code, low-code solution, it is very handy for developers. It is not that complex.
What do I think about the scalability of the solution?
I would rate the scalability of the product as nine out of ten, indicating it is very scalable.
How are customer service and support?
Tech support has not been approached much.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have switched from using Tableau , Power BI, or other BI tools to using ServiceNow Customer Service Management.
What about the implementation team?
We are a gold partner and a premium partner with ServiceNow , providing services to our end customers. I work as part of the implementation team, developing and implementing functionalities within ServiceNow Customer Service Management.
What's my experience with pricing, setup cost, and licensing?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
What other advice do I have?
Regarding the overall solution, I would rate it eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Mohammad Shalan
Automated workflows optimize event management but connectivity with AI tools needs enhancement
Reviewed on Apr 09, 2025
Review provided by PeerSpot
What is our primary use case?
The primary use case involves creating a lot of workflows related to environment management and services, which are used by customers to enhance their customer service. This involves activities such as managing camping events and obtaining permissions for events in national parks. We designed and automated these workflows using ServiceNow Customer Service Management .
What is most valuable?
ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system. The application engine is useful for modifications that are not native in the system. Additionally, there are integrations with governmental services, which are beneficial for our requirements.
What needs improvement?
Connectivity with AI tools could be improved to facilitate easier orchestration and management. There should be a district address addition to ensure there is auditing for configuration changes, as it is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way. We need a recommendation and auditing system.
For how long have I used the solution?
I have been working with ServiceNow Customer Service Management for around eight months.
What was my experience with deployment of the solution?
During deployment, we faced challenges like upgrading from an on-premises version, as there were multiple ways to achieve the same tasks, which created challenges. Clear guidelines are needed to standardize these processes.
What do I think about the stability of the solution?
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7. Except for one issue during an integration, we have not experienced any crashes or outages.
What do I think about the scalability of the solution?
The solution is scalable and offers high scalability as new features are added regularly. It supports the addition of many workflows or activities, making it suitable for various business needs.
How was the initial setup?
The initial setup of ServiceNow Customer Service Management was easy and straightforward, although there are many ways to set it up. I would rate it a seven out of ten for ease of setup.
What about the implementation team?
First, we gathered requirements from the customer, designed the BRD documents, and obtained customer approval before installation. We selected appropriate tools and configurations for the system, ensuring it meets specific needs.
What's my experience with pricing, setup cost, and licensing?
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses.
What other advice do I have?
I would rate ServiceNow Customer Service Management a seven out of ten overall. I recommend it to others, but with a caution regarding the price. Customers should ensure that configurations follow best practices to prevent issues.
Which deployment model are you using for this solution?
On-premises
Ankitnilkanth Gosavi
Delivers seamless incident and change management with effective issue tracking
Reviewed on Mar 26, 2025
Review provided by PeerSpot
What is our primary use case?
I am working on incident management, service management, and change management. We work on SLAs and handle service requests, change requests, and incident management. These are the main areas I am working on at the moment.
What is most valuable?
The most valuable features are incident management and change management. These features are extensively used by businesses to tackle regular issues. This tool helps to track issues businesses face regularly. If an end user faces an inventory-related issue, they raise a ticket that comes to our incident management tool for ServiceNow Customer Service Management . We work to resolve that issue, allowing businesses to operate smoothly. It also helps to track our past performance, like how many tickets we resolved, and it shows how the business profits from uninterrupted operations. Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.
What needs improvement?
Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations. These are the areas needing improvement.
For how long have I used the solution?
I have been working for more than two years, and in the past, I also worked for a year in 2020, totaling three years of experience.
What was my experience with deployment of the solution?
We start by determining what kind of tools we need in ServiceNow Customer Service Management, like service management, change management, or ticketing and incident management. We assess the volume of incidents or change management we will be managing and the volume of end users. Then we decide on the deployment model, either cloud or on-premises, and proceed to implement the tool.
What do I think about the stability of the solution?
The solution operates well, but there are limitations on customization. Sometimes there is a delay in operations. Overall, it is very stable aside from these issues.
What do I think about the scalability of the solution?
Scalability is very important as it helps businesses run smoothly. If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
How are customer service and support?
The technical support is good, but there are very few people who understand the technicalities and background configurations. More technical people should be available.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
I used different tools before, including HP Ticket Services. The lag issue is more pronounced in other tools compared to ServiceNow Customer Service Management, which led me to switch.
How was the initial setup?
I rate the initial setup as 8.5. There are some lags in ServiceNow Customer Service Management, which is why I deducted 1.5 points. Otherwise, it works very well.
What about the implementation team?
We needed about three to four people for the deployment. Now, one to two people can handle the maintenance.
What was our ROI?
The tool is very useful as it helps us run businesses smoothly. Without such tools, the business would be affected by five to ten percent in annual revenue. It provides substantial value.
What's my experience with pricing, setup cost, and licensing?
The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.
Which other solutions did I evaluate?
I did not evaluate other options before choosing ServiceNow Customer Service Management. I have worked on different tools and based on reviews from my peers in similar industries, I decided to go with ServiceNow Customer Service Management.
What other advice do I have?
Before using ServiceNow Customer Service Management, I used different tools, and based on the feedback from colleagues in similar industries, I switched to ServiceNow Customer Service Management. I would rate the overall solution as 8 out of 10.
Which deployment model are you using for this solution?
On-premises
Rahul Raman
Workflow automation and integration capabilities drive efficiency
Reviewed on Jan 24, 2025
Review provided by PeerSpot
What is our primary use case?
I am mainly involved in service management, specifically change management, internal management, problem management, service request management, and knowledge management. These are the key areas.
What is most valuable?
The integration capabilities of ServiceNow are wonderful. I can integrate it with different tools and various platforms to get the job done. This is one of the most powerful features. The workflows provided by the platform are amazing. They save me a lot of time, and the automatic notification process eliminates the need for me to seek approvals or send reminders. The roles and responsibilities are clearly defined, and the process is driven by the workflow, which is a significant advantage of ServiceNow.
What needs improvement?
I do not have any notes for improvements.
For how long have I used the solution?
I have used the solution for roughly seven to eight years.
What do I think about the stability of the solution?
I have experienced no issues.
How are customer service and support?
I have not directly interacted, however, we have a dedicated team for this purpose.
How would you rate customer service and support?
Neutral
How was the initial setup?
The initial setup was straightforward. It was very small and systematic, and we did not encounter any issues.
Which other solutions did I evaluate?
Choosing ServiceNow was an organizational decision, so it was not my personal choice. I have always worked with ServiceNow.
What other advice do I have?
ServiceNow is the best platform for our kind of work. No other platform comes close. I would rate it ten out of ten.Â