ServiceNow Now Platform Reviews

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.

I'm a BI project manager. I work with a team of developers. If the report is not working, or if the users are having some issues in the data set, users create tickets to share with us about their issues, and we check the tickets.

The product is good. Assignment Group history is really important to me. It shows that even though my team did not solve the ticket, it was assigned to my team once. I can also see who tried to solve the ticket before they transferred it to another team.

The product is missing a dashboard. It is not practical to have tickets and see them as a list. I have to connect the product to Power BI to check everything and build KPIs. The product should be integrated with Power BI.

I have been using the solution for five months.

The product is stable.

Everyone in the organization uses the solution. The end users have access to the interface only to create tickets. The support team receives the ticket and analyzes it. Then, they transfer it to the developers. Sometimes, the issue is not a development issue. Sometimes we just have to refresh, and it starts working. Over 100 people use the solution in my company.

The solution is deployed on the cloud.

I am using the latest version of the solution. I haven’t fully explored it. The solution was installed before I joined the company. From my little experience, I would recommend the solution. I have everything in the product. If a ticket gets assigned to my team and is sent to another team, I would want to know how many tickets were solved by my team and how many tickets were assigned to us. I can check the Assignment Group history. I haven't looked for it yet, but the product must also provide how much time each person who handled the ticket took. Some people take an hour to solve the tickets, while others get it done in 30 minutes. Overall, I rate the product an eight out of ten.

The primary use cases included configuration. From the basic configuration to ServiceNow, I used it to design workflows, business tools, and access control. Overall, it involved configurations, workflows, templates, and catalog management.

I worked at the administration level. 

In ServiceNow, the best features are the reports. We have more options there. However, when it comes to integration, it can be complex compared to other tools I'm currently using. The first service I use has a more user-friendly interface. ServiceNow relies more on coding and scripting, whereas Freshservice is more low-code and no-code, which is the main difference I've observed.

There is room for improvement in terms of coding and scripting. It could be a more low-code solution. There could be less coding and scripting.

Moreover, in my experience working with multiple customers for implementation, ServiceNow takes a lot of time to implement and deliver the product to our customers. Freshservice takes less time to implement. Moreover, for Freshservice, even an unknown person can also start and click learn on it. In contrast, we should have at least basic knowledge to start working on that at ServiceNow.

I have only a few months of experience with the ServiceNow Now Platform. I haven't used it frequently or regularly in real time. When we switched customers from ServiceNow to Freshservice, which are also ITSM tools, I worked on ServiceNow. During this switch, I worked on ServiceNow, but not extensively.

Stability is generally good. However, there are occasional issues when performing upgrades and changes, especially when integrating with different applications in the database. During those changes, we experienced difficulties and communication errors. 

I would rate the stability an eight out of ten. 

I would give it a rating of around seven in terms of scalability.

ServiceNow offers practical solutions and a supportive community. While we haven't extensively used their direct support, I would rate it around seven. There have been some instances where we faced challenges in getting satisfactory support, especially at the basic level.

Neutral

I would rate the initial setup a seven out of ten, where one is easy, and ten is easy. Many clients are moving towards the cloud. However, some still use on-premises applications. With cloud deployment, most people use ServiceNow for discovery and other features while using an approval distribution server somewhere to communicate with the client.

The deployment process usually takes a few months to complete the deployment if it's a complete project. However, for basic configuration and preconfigured elements, it can be done in a shorter time. We only need to design it according to our requirements and set up assignments, tools, and configurations. We already have some predefined rules that can be used, but additional configuration may be necessary based on our specific needs.

It is expensive only. While it offers many features, not all customers utilize all of them. Most customers only use a portion of the features, such as 30%, 40%, 50%, or 70%, but not 100%. ServiceNow charges for the features available in the tool, even if customers don't use all of them. OEMs are charging for all the features, that's why no customer uses 100% of the features. 

ServiceNow is a good platform nowadays. However, it's not that easy and can be a bit complicated. Only knowledgeable individuals can learn and work with ServiceNow. That's the only drawback. Other than that, ServiceNow is very good and currently the leading tool in the market.

Considering its features and functionality, I would rate it around eight out of ten. 

Our customers use the IT service management solution to manage their organizations' HR activities. They also use the HRSD feature to integrate with other solutions, such as ColdFusion or SuccessFactors. The solution's UI/UX is robust; thus, customers engage with it. They can find out how many rates their products have and how their portals appear to get an overview. The solution allows the users to analyze the number of customers.

The solution's most valuable feature is IT Operations Management. It acts as an aggregator for platforms such as Tray.io and Splunk.

They should reduce the solution's cost and make it more affordable for buyers.

We have been using the solution for eight years.

I rate the solution's stability as a nine.

I rate the solution's scalability as an eight. It is a scalable platform. You can manage many things using it, and it keeps growing as per work requirements. Presently, I have 8000 customers using the solution.

We provide technical support. We do not stay dependent on ServiceNow for support.

Positive

The solution's deployment takes twenty weeks for completion. But you can start using it within twelve weeks. You would need an engagement manager, a business analyst, two developers, and a tester for the deployment process. So, it requires around a team of five executives for deployment, depending upon the deployment size.

I rate the solution’s setup procedure as a seven.

The solution is expensive, and I rate it a ten for pricing.

I recommend the solution to others as it works well. Being high-priced is the only issue. The customers need to strike the right card to get the correct cost. I rate the solution as a nine.

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. 

My use case for the ServiceNow Now Platform is developing applications within TB.

The ServiceNow Now Platform improved the way my organization functioned.

What I like most about the ServiceNow Now Platform is the flexibility of using JavaScript. I also like that the platform allows custom scripting, server-side scripting, and client-side scripting.

Another valuable feature in the ServiceNow Now Platform is the Flow Designer which allows dragging and dropping code, and low code activities.

What I didn't like in the ServiceNow Now Platform is testing, particularly with Visual Studio. It had a bad integration with Visual Studio because you can't compile and run it from there. You have to debug on your own and then find out where the error is through test scripts. The testing component in the ServiceNow Now Platform isn't that great.

What I'd like to see in the next version of the ServiceNow Now Platform is an improvement in testing and writing scripts, and if there was a feature to just run it from the modules, then that would be great, instead of finding the error manually and checking where it is.

My experience with the ServiceNow Now Platform was one and a half years.

I found the ServiceNow Now Platform to be very stable, with no performance issues.

The ServiceNow Now Platform is very scalable. I didn't experience any lag or any issues when scaling it.

I didn't get a chance to engage with the technical support for the ServiceNow Now Platform.

We used Microsoft Power Apps before we switched to the ServiceNow Now Platform. We found the design of Microsoft Power Apps to be non-scalable and non-performing. The performance was very bad on Microsoft Power Apps, so we moved to the ServiceNow Now Platform.

The initial setup for the ServiceNow Now Platform was straightforward. It took one to two months to fully deploy the platform.

We did the deployment for the ServiceNow Now Platform in-house.

I haven't seen ROI from the ServiceNow Now Platform.

From what I heard, the license for the ServiceNow Now Platform is paid monthly, and on a scale of one to five, I'm rating it a three in terms of pricing, so it's on the cheaper side. I don't know of any additional costs associated with the ServiceNow Now Platform, apart from the standard licensing fees.

I've used the ServiceNow Now Platform in the past twelve months.

My company had around three hundred end users on the ServiceNow Now Platform. Five people took care of the deployment and maintenance of the platform.

I have no idea about plans to increase the usage of the ServiceNow Now Platform because another team handles that.

My advice to anyone looking to implement the ServiceNow Now Platform is that if your use case is workflow-based, then it would be good for you to use the platform to implement your use case. The ServiceNow Now Platform is also very customizable, scalable, and performance-wise, it's very good.

My rating for the ServiceNow Now Platform is eight out of ten.

I'm a customer of ServiceNow.