ServiceNow Now Platform Reviews

We have paperless warehouses. We're running many processes that are automated on that. We also have master data management processes, which are more like approval workflows. We are exploring the tool for our finance shared services processes, especially on the payment side, but we have not yet begun the journey on that. The HR processes are not on the ServiceNow Now Platform. We have a separate platform for that.

The solution is a seamless tool that can integrate with all applications.

The solution's user interface is very average, and it needs to be more enriched and user-friendly. The UI has to be more aligned with the needs of the users today.

I have been using ServiceNow Now Platform for a couple of years.

I rate the solution an eight out of ten for stability.

More than 200 users are using the solution in our organization.

The customer support team regularly engages with us. We know a few people by name. Otherwise, they have a backend team. We have a different kind of contract where we have planned hours for a specific number of months.

We had some hiccups with the initial setup, mainly because we were trying to integrate with some legacy services. Otherwise, the ERP integration was fine.

We implemented the solution through an integrator. The entire process was live within a few months. Within a span of six months, we went live with some 10 to 15 processes.

The solution is nicely implemented in the workflow automation and integrated well across functions. The solution's integration capabilities are fairly good.

I don't see a quick deployment with the solution. Since it is a low-code no-code tool, it should ideally take two to three weeks to deploy. However, since a lot of custom work has to be done, it takes one to two months for one process to go live. The solution is a seamless tool that can integrate with all applications.

Overall, I rate the solution a seven out of ten.

We use the solution for work management and support. Depending on the problem, I use it for ticket management, lodging, or resolving internet requests. We use it mostly internally. There's not much integration at this point. We did a proof of concept for the business on the integration with Azure DevOps for release management. Most of the management is done through Azure DevOps. The incidents and bugs are logged in ServiceNow and then transferred across.

The solution provides us with a single platform where we can put together a lot of linked requests, incidents, and bugs in a single spot. Before, we had a few different tools to manage it. All the new features for the integration into Azure DevOps are helpful. The integration with other tools is pretty good. We have a ServiceNow team. We send our requests to them. The internal integration process is not very difficult. Most requests for any changes or customizations to ServiceNow are completed quite quickly.

The UI is not intuitive. It was updated recently, and it has been completely flipped. Some menus are hidden within dropdowns. It was much easier to access before. The recent update has not improved the user experience. The learning curve is high.

I have been using the solution for seven or eight years.

The tool is pretty stable. I rate the stability ten out of ten. I have not seen an outage on our setups.

We are an enterprise.

The support persons were quick to reply. We found a resolution for our problem, and they argued about it. Eventually, they accepted it, but it took a bit of back and forth. They did not want to do anything.

Neutral

The simplicity of Azure DevOps in its release management and work item tracking is better than that of ServiceNow. ServiceNow has a lot of configurations available, but they're missing some key ones in reporting. It was a lot easier in DevOps. ServiceNow Now Platform is a very flexible tool. The customizations are very flexible. However, we need a deep understanding of how they work to leverage them. Overall, I rate the tool a nine out of ten.

I use the solution in my company to handle ticketing for each of our departments with different workgroups.

The IT service desk handles a specific workgroup and tries to resolve the issues of such a workgroup considering the SLAs or based on the priority level defined in the ticket raised by the user. The IT service desk handles a specific workgroup and tries to resolve the issues of such a workgroup considering the SLAs or based on the priority level defined in the ticket raised by the user. ServiceNow Now Platform's main purpose is to resolve all the issues within a given timeline.

The overall functions and features that the tool offers are valuable. I like the fact that the software is easy to use, and users can navigate or upgrade the software if some enhancements are required. Users can quickly learn the software and adapt to the new changes or enhancements in the software. The tool is generally easy to use, making it a very user-friendly product.

I think there are no areas where improvements are required in the solution since it works fine and the tool is quite fast.

Presently, since the product is going through a phase of upgrading, I feel that the solution's user interface is an area with certain shortcomings, where improvements are required. When users navigate through the first page of the solution, the tool shows the dashboard, and if there is some error in there, I am not sure how to deal with it in the current version of the solution, especially after the major upgrade of the solution that which happened last year after which the features were made to look totally different from the product's previous version. When I try to search for the things I used to use in the previous version of the solution, it takes a long time, so the user interface needs to be made better.

I have been using ServiceNow Now Platform for ten years. I am a user of the solution.

Stability-wise, I rate the solution a nine out of ten.

Scalability-wise, I rate the solution an eight out of ten.

Though I am not very sure, I feel that around 10,000 employees in my company use the solution.

I rate the technical support a nine out of ten.

Positive

I rate the product's initial setup phase a seven on a one to ten scale, where ten means an easy setup phase.

The solution is deployed on an on-premises model.

Price is an area that is not really visible to the user of the solution as we have a different department in our company that manages the licensing of the product. I am not aware about the price of the solution for each user.

I would recommend those who plan to use the solution to go for an online training session, learn how to use ServiceNow Now Platform, and get familiar with its features.

I rate the overall tool a ten out of ten.

I use ServiceNow Now Platform in my company as it is a tremendous product, and in our organization, we refer to it as a platform of platforms because it offers a lot of offerings in a single platform. It covers ITSM, ITOM, and ITIL. The tool also provides strategic portfolio management modules that help organizations use it as an agile project management tool and enterprise architecture tool, making it a very easy product to use. It is a single platform that provides multi-purpose offerings that help organizations see their entire landscape and GRC.

The most valuable features of the solution are ITBM, ITSM, and ITOM. The organization of the data is very powerful, as ServiceNow Now Platform uses CSDM. On a single data source, you can see all the things. The product's UI is very powerful, making it a very user-friendly platform. Once you are familiar with the tool, it's easy to get data. The most powerful components of ServiceNow are its reporting and dashboard features, as they help generate reports. The tool is simple to use and easy to schedule, generate, and share reports with multiple users in the organization with its good notification system. ServiceNow is a wonderful platform like Salesforce. ServiceNow is a very powerful and user-friendly platform.

Improvements are something that already exists on ServiceNow Now Platform's radar. ServiceNow Now Platform wants AI embedded in the product to make it more powerful. Generative AI that will be a part of ServiceNow Now Platform is an area of concern where improvements are required.

I have been using ServiceNow Now Platform for six years. My company has a partnership with ServiceNow.

In the last six years, I have hardly seen ServiceNow Now Platform down one or two times in the production environment for a period of two, three minutes, or five minutes. In general, the solution's uptime is very high, while downtime is very low. My company does see some performance issues in the product, but it never goes down. The product provides 99 percent uptime.

It is an absolutely scalable solution.

Right now, with the help of the solution, a user can use more than 50,00,000 records without any trouble.

In my company, I am a part of the team that takes care of Technical resources, but sometimes, we need to reach out to ServiceNow's technical team for L4 support. My company raises high-priority tickets with ServiceNow's technical team, which is an easy process.

ServiceNow's technical team is prompt to respond, knowledgeable, and speaks in a very good tone. Specifically, the knowledge possessed by ServiceNow's technical team is wonderful.

I rate the technical support a ten out of ten.

Positive

I have experience with Jira and BMC Remedy ITSM. It was my company and not me who chose ServiceNow Now Platform.

The product's initial setup phase was a very straightforward process. My company didn't have to take care of any technical parts since it's a cloud platform. ServiceNow takes care of the product's infrastructure and everything else if users subscribe to such facilities. If you want to purchase some offerings in ServiceNow, you need to take care of the subscription part to be able to use them. Users can do their custom developments in the product. If I work for one of my company's customers who wants to do some customized development in ServiceNow Now Platform, then it can be easily done as it's a low-code platform.

I don't have much exposure to the costs attached to the solution. I rate the product's price a six on a scale of one to ten, where one is the lowest price, and ten is the highest price since it is a costly tool.

I recommend ServiceNow Now Platform to those who plan to use it so that they can leverage its powerful features. A user of the tool can ensure that ServiceNow Now Platform benefits the organization and adds more value at an enterprise-level scale. Though ServiceNow Now Platform is a costly platform, I can sense that it can add a lot of value as an enterprise-level product.

I gained from the product's usage in terms of how easy it is to use, while the data insight it provides is very powerful. As it is a cloud platform, I didn't have to worry about multiple aspects of the platform, like security and downtime. With the solution, I need to look at my data, operations, and processes so that the data helps me achieve my objective.

I rate the overall tool a nine out of ten.

For now, most of the clients come up with the requirement for catalogs. Based on those catalogs, we do some integration if needed. If not, then we'll give them the catalog with the tables. 

Other than that, we do discovery for the clients. If they want the asset to be located on the ServiceNow instance, we handle that as well. 

There are modules and processes available in ServiceNow, like HRSD, GRC, and other modules, which we implement for clients.

If we build a solution from the ground up, it incurs high costs, and the lack of a proper process can also lead to inefficiencies. ServiceNow provides a robust solution that saves time and allows quick implementation without delays, ultimately reducing costs in the long term.

The primary feature we find valuable is data management. ServiceNow is mainly a ticketing tool that offers additional features like workflows. Another valuable feature is its automation capabilities. 

We have integrated OpenAI's ChatGPT, Gemini, and other APIs for development and client resolutions in virtual chatbots. ServiceNow also provides RPA, which is useful but currently expensive.

The RPA feature in ServiceNow is quite good, but it is very expensive. If AI were better integrated into ServiceNow, it would lower the RPA costs and make the platform more accessible. 

Additionally, some core functionalities developed by ServiceNow can be challenging to change. Cloning with separate instances can be difficult, especially when dealing with multiple domains. Communication between developers and clients needs to be improved to avoid discrepancies.

I've been working with the ServiceNow Platform for about one year and around six to seven months.

I would rate the stability of ServiceNow at eight and a half out of ten. It is quite stable.

I would rate the scalability of the ServiceNow platform at seven and a half out of ten.

I would rate the customer support at seven and a half out of ten. They usually reply to the first ticket within 24 hours and set up calls to understand and resolve the issue. However, sometimes they don't have solutions for specific configurations, making it tedious to go back and forth.

Before ServiceNow, I worked with Jira and conducted some normal development on various websites. Jira is focused more on ITSM, whereas ServiceNow covers a broader range of modules.

The initial setup is relatively easy for the most part. Most out-of-the-box configurations are simple to tailor to specific requirements, but certain out-of-the-box configurations that need changes can be challenging. These challenges are generally special cases and don't occur very often.

If ServiceNow is used from the ground up, it provides a proper solution without wasting time. This decreases costs in the long term.

Pricing for ServiceNow depends on the model. Some models, like GRC and HRSD, are user-specific and can be quite expensive. Others are less costly but are based on the number of tickets or users.

Before working with ServiceNow, I also worked with Jira and conducted some normal development on various websites and other tools.

Clear up all the requirements with the developers you are going to hire. Sometimes there can be a communication gap between the developer and the client, leading to solutions that don't meet the actual requirements.

I'd rate the solution eight out of ten.

I use the solution in my company for ticket management.

The most valuable features of the solution are that it is highly configurable and compatible with other endpoints, so it is easy to review.

Regarding my favorite features of the solution, I would say that my company has taken the base ServiceNow and customized it a lot. I was not part of the development team, but as an endpoint's end user, I have used it. If you ask me about my favorite features, some features came in after our developer team developed them, so we use them as a SOAR tool. We are using ServiceNow as an orchestration platform where, if you take a security alert, all the artifacts that we collect will be enriched with the ServiceNow Now Platform.

The number of API calls processed by the tool, specifically when the API calls increase, will cause a lot of load on the platform, and it tends to not work very efficiently.

I have been using ServiceNow Now Platform for two years. I am an end-user of the tool.

It is a very stable solution.

When more API calls are being made from ServiceNow Now Platform, the tool becomes overburdened, and the results are not very fast.

My company's development team takes care of the product, but I think the product's support is also good. I rate the technical support an eight or nine out of ten.

Positive

In the past, we had an in-house developed application, but we moved to ServiceNow Now Platform.

The product's initial setup phase was easy.

The time needed to deploy the tool depends on the infra and your familiarity with the product. It is a relatively easy process.

Around two to three people are required to deploy the tool.

The tool is easy to configure.

The tool's automation capabilities are easy to manage.

I have never faced any issues with the maintenance. I don't think we need one dedicated resource, but we need something as a backup.

The integration is also good. I won't say it is excellent, but I won't even say it is bad either. It all depends upon the other products, but it is normally good. Whether the integration can be better is something that depends on different things. When we want to integrate with different products, we have faced challenges because when you say integration, it comes from both ServiceNow and the other product. With a few applications, we had challenges, and they varied from product to product, but the coordination part had some issues.

I don't think it has any AI capability.

It would be good to see some AI features in the tool if some AI features come in ServiceNow Now Platform. On top of that, we are using our company security alert and coordination. If AI is integrated with security alert and coordination, then the tool would be able to do correlation based on the past alerts and give some meaningful threat modeling. definitely, AI would give a lot of help here.

I rate the tool an eight out of ten.

I use ServiceNow Now Platform in my company for ITSM and ITAM.

The most valuable feature of the solution is related to ITSM. In general, I like all the features of the product. Some of its valuable features are the ease and flexibility of configuration that the ServiceNow Now Platform provides.

I have not yet seen an area where the solution needs improvement.

I have not yet seen an area where additional functionalities are required in the solution. In my company, we have not come across a functionality that is not available in the product.

From an improvement perspective, the product's complicated initial setup phase can be made a bit easier.

I have been using ServiceNow Now Platform for a year. My company has a partnership with ServiceNow.

It is a pretty stable solution.

Scalability-wise, it is a very good solution.

The solution's technical support is very good. I rate the technical support a nine out of ten.

Positive

I have experience with products like SymphonyAI Summit Service Management and Halo ITSM, with which I can compare ServiceNow Now Platform. Compared to SymphonyAI Summit Service Management and Halo ITSM, ServiceNow Now Platform is a much better enterprise-based solution for bigger clients with a large user database. SymphonyAI Summit Service Management and Halo ITSM are good for smaller user databases or companies.

My company switched from SymphonyAI Summit Service Management and Halo ITSM to ServiceNow Now Platform since it served the purpose or requirements of our bigger clients who wanted multiple functionalities, higher availability, and more robust systems with better performance.

The product's initial setup phase was a little complicated but can be managed.

I rate the initial setup phase around seven on a scale of one to ten, where one is a difficult setup process, and ten is an easy setup process.

In our company, the solution could be deployed in two months, considering that an out-of-the-box configuration feature is provided to users.

I have experienced a return on investment from the use of the solution. Our company has been able to implement the solution for our customers, and they have been really happy with it. With GenAI-based capabilities being introduced in ServiceNow, our company looks forward to implementing it as well, and we aim to get a higher return on investment from the product.

Price-wise, I would describe the product's cost to be more than the average, but it compensates for that with the functionalities that it provides.

My company offers some ETL tools and HaloITSM.

The solution should have provided ease of configuration to users. Every functionality that is required for users is available in the solution, but the configuration part is a bit complicated as it is not as easy as the other tools. You need to know ServiceNow's development area, and it is not easy for someone who has never worked on ServiceNow before to pick up such a skill.

I rate the overall product an eight out of ten.

Managing business process automation related to primarily finance-related areas is what my company does with ServiceNow Now Platform.

There are three to four teams in my company, among which the first team deals with ServiceNow Request Management, the second team deals with workflow automation, and the third team deals with the portals, knowledge bases, chatbots, and other areas related to ServiceNow Now Platform.

Everything about the ServiceNow Now Platform is top-notch since ServiceNow is considered one of the market leaders. I don't see any other product delivering better services than ServiceNow, even though other companies are attempting to compete with it. Only on the UI front other companies might be offering better products than ServiceNow. Considering the functionalities provided, ServiceNow is way ahead of its competitors.

In ServiceNow Now Platform, UI is an area with certain shortcomings requiring improvements.

I want ServiceNow Now Platform to offer more in-built widgets that people or developers can use, as it can be quite helpful in the future.

I have been using ServiceNow Now Platform for almost three years. My company is a customer of the product.

It is a stable solution.

It is a scalable solution.

The solution's technical support is good. I rate the technical support a nine out of ten.

Positive

Earlier, my company was using an old version of a product named BMC Remedy.

The product's initial setup phase did not have any issues as it is considered to be a strategic tool in our organization. From a finance-related perspective, for which my company chose the tool, we ensured that we carved out our own scope areas in the product as we have our own security measures and controls in place.

The solution is deployed on the cloud services offered by ServiceNow.

For the completion of the deployment phase of the product, a user needs to get the contract rolling, which may make the process tough since I feel that it takes more time internally in an organization as there are a lot of organizational compliances to take into consideration, owing to which many approvals might be required I can organizational level. After users get signed up, the deployment process doesn't take much time since they only have to set up the base structures to get things going in the solution.

During the evaluation phase, my company did consider options like Appian and Unqork. From an organizational standpoint, ServiceNow Now Platform was more of a strategic tool that could be utilized in all the departments of my company.

I think people should probably note down their requirements initially and then get the technical team to go through the listed needs before getting the sales team of ServiceNow to provide a small demo of the tool. ServiceNow shows some prototypes that can help potential customers decide whether to choose the tool or not. If potential users find that ServiceNow Now Platform suffices their needs, then it is a great tool for them.

I rate the overall tool a nine out of ten.

We use the product to deliver end-user support for our customers.

The product's most advantageous feature is platform innovation. They enhance the tool every half a year. It integrates well with other platforms. Additionally, it has valuable optimization and CMDB features. It has efficient knowledge and is a powerful tool in the market.

ServiceNow Now Platform's automation process needs improvement. There could be AI features to resolve issues and raise ticket requests for incidents. It will help us deliver quick solutions for end users or customers.

We have been using ServiceNow Now Platform for three years. At present, we use the latest version.

I rate the product's stability a nine out of ten.

We are managing work for 50 ServiceNow Now Platform customers. I rate the scalability an eight out of ten.

We have two levels of technical support, directly from ServiceNow and through a service partner. We recently started working with a new support partner; the work is going well.

Neutral

We use SAP Solution Manager. Some of our customers also use Jira and other products.

We deploy the product on ServiceNow cloud. The initial setup is not easy and includes a lot of integrations. It takes up to one year to complete. It requires six to seven engineers to execute the process.

We implement the product with the help of third-party service providers.

There are extra expenses for maintaining the product apart from the licenses.

I recommend ServiceNow Now Platform an eight out of ten. It is expensive, and it is complicated to integrate with other platforms.

We are using this product for global IT support, specifically the IT infrastructure application and IP service development for end users as well as the ITSM, ITOM modules, and SAM. We are customers of ServiceNow. 

ITOM Discovery is great in the sense of the entire ServiceNow platform, as well as the ITSM and ITOM modules.

The UI is very bad and needs to be updated. It would be helpful if there was access to the backend with low code or no code features. ServiceNow is a bit rigid with customization of the tool heavily dependent upon JavaScript. They need to keep pace with the market by being low code or no code with regards to customization and development so that it becomes more scalable and more users can adapt and adopt ServiceNow to their existing business processes more efficiently.

I've been using this solution for nine years. 

The solution is stable. 

The solution is scalable; we have close to 225 licensed users and close to 11,000 end users.

We've used the customer support many times and they are okay but there could definitely be some improvement. 

Neutral

The initial setup is easy with most things being out of the box. Deployment took us two weeks.

Because of the high cost of this product, you don't always see an ROI. You need to gain value from the tool, which requires an understanding of how the tool can help you. There are a lot of aspects that can be enhanced to gain value, but as an IT organization, it might help you more by selling that to your customers. As a business, buying Servicenow for your internal IT, might not make sense unless you're a large organization able to play with the volume.

Licensing costs range between 49 and 59 GBP per user per month for a resolver license. It's possible to get a cheaper deal based on the relationship you have with the resellers. It's quite expensive when compared with tools such as Remedy, Jira, or ManageEngine. A resolver license requires the purchase of additional extras. There's also a SNOW-based discovery license, SNOW-based SAM license, that requires a separate approval license. It's complicated. 

This is a leading product in the market with all the features. It's important to understand your business requirements and how the ServiceNow Platform will sit in a particular solution portfolio because it's an expensive product. The returns should be worth the cost. A price can't be put on everything but there should be some value added to customers. Not every company is an IT giant with 100,000 employees. The ROI should be there, even for small or medium-scale organizations. That is not the case currently. Other solutions are catching up to ServiceNow and they need to pick up their game. As a result, I rate this product seven out of 10.