ServiceNow Now Platform Reviews

The solution aims to provide a unique process orchestration within the company to drive standardization and efficiency and enhance user experience.

The tool helps to automate IT service management processes. It's the market-leading technology. It can provide the company with chatbots and a unique process or workflow orchestration. It can be customized to the customer's specific needs, enabling semi-automatic or full automation processes. It integrates fully with SAP and offers a wide range of advantages for both us and our clients.

The solution improves the user experience because the end-user interface is very user-friendly and intuitive, which enhances productivity for both our team and our customers. Compared to basic ERP functionality, its interface is less technical and much more user-friendly.

It is a market-leading tool. The developers behind it constantly introduce new functionalities and enhance them with AI capabilities, such as natural language generation.

ServiceNow Now Platform's technical support needs to improve. 

I have been using the product for two years. 

The solution is 100 percent stable. 

The tool is scalable. 

The ServiceNow Now Platform team is always available to assist if there's a challenge. Additionally, the solution library offers extensive explanations on how to improve or resolve issues. Typically, we don't encounter many challenges, but sometimes tight implementation timeframes can be a concern, which is common in any project.

ServiceNow Now Platform is worth its money. 

The solution is expensive. 

Our customers are mostly enterprise businesses. Most of my clients work with the ServiceNow Now Platform regarding enterprise service management. One client was using Remedyforce, but these products are incomparable. The capabilities of ServiceNow are far superior, by a thousand percent, compared to Remedyforce.

It would help if you had a certain scale to see the value of the implementation in single processes immediately. However, for the value to become visible to the entire enterprise, you need to cover a broader scope so that it becomes more visible across the organization.

I rate it a ten out of ten. 

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.

We utilize the Now Platform for ITSM-related modules such as incident management, problem management, CMDB, and HAM. These modules are typically deployed at the majority of our customer locations. Customers generally view the Now Platform from an IT infrastructure management perspective. A few of our telecom customers have also extended their platform use. Telecom companies use the CSM module to manage customer-related incidents and queries.

The base features are good. ServiceNow is introducing AI and AIOps capabilities. The CMDB is robust, with a strong data model and well-structured data.

It is flexible and has a robust SaaS model. However, the licensing model may need reconsideration. Due to its SaaS nature, many customers are interested in adopting it, but the cost is relatively high. Tier-one providers might be able to afford it, but tier-two and tier-three customers may find it very high. Therefore, the pricing should be more flexible, with different pricing for different geographies and types of customers.

It would be great if the ServiceNow Now Platform supported satellite technologies in its telecom models and integrated with tools like OpenAI, LLaMA, or any Google AI platforms such as Vertex AI or Bard.

The ITSM modules are highly effective. However, when it comes to telecom modules, we often face challenges in obtaining suitable software solutions.

I have been using ServiceNow Now Platform as a reseller for five years.

I rate the solution’s stability a seven or eight out of ten.

The solution scales very well.

I rate the solution’s scalability an eight out of ten.

Since spinning up an instance on the ServiceNow Now Platform is very easy, we can quickly get it up and running.

The license model is not flexible for small clients. It is generally more suitable for large enterprises and, to some extent, for mid-sized organizations. However, it may be less affordable for smaller or tier-three companies.

The workflow engine is highly flexible and can be utilized in various ways. However, ServiceNow still needs to mature when it comes to industry-specific solutions. For example, we look at different products in the telecom industry, specifically telco-grade products. ServiceNow has recently ventured into this area, but the modules available are fewer than those of similar products in the industry.

ServiceNow has its own robust set of proprietary APIs, but the telecom industry has advocated for adopting TM Forum Open APIs. Currently, only a few of these Open APIs are supported. However, the specifications and the product need to mature. It's an ongoing process.

While we use the SaaS model, some customers choose the on-premises model due to regulatory constraints requiring their data to remain within their country. However, opting for an on-premises model may not provide all the benefits of SaaS, as it often involves significant hardware and infrastructure requirements. It ensures security by keeping data within the country, and it provides robust functionalities within its SaaS modules.

Generally, ServiceNow is often compared with Remedy. While Remedy started with a strong foundation, its more rigid models and limited scalability across different domains may have given ServiceNow an advantage in adaptability and growth.

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

The solution utilizes SOPs to automate their business management processes, which are automated through various features of the ServiceNow platform, such as playbooks and other tools. They come from various domains. Based on their business requirements, they approach us with implementation requests, and that's where we assist.

There are several business cases in which we have implemented automation utilizing the out-of-the-box capabilities of the ServiceNow platform.

Cost savings are the main improvement area. It saves 30% time if you need to work with two different systems simultaneously and lack integration. Otherwise, you would have to maintain the data on both ends manually. Integration can help save this kind of time.

Since our platform is always evolving, the integration capabilities help customers expand their requirements based on increased scalability. As a service provider company, we assist our customers in continually enhancing their needs, as they have ever-evolving requirements. This necessitates us to adapt platform features to meet their demands continually.

We have a support division for our end customers, which provides support services on the platform. It has a technical support team available. In case of any issues, we can raise tickets through a customizable dashboard, and they respond by troubleshooting and resolving the problems.

Positive

ServiceNow's Now Platform utilizes different deployable environments like development, staging, and production. Specific standard processes facilitate these deployments, resulting in a highly standardized workflow.

The product is expensive.

We have previously integrated ServiceNow's Now Platform with various third-party applications, such as Salesforce and some of our customers' legacy applications. This enables centralized control over operations, consolidating disparate systems into a unified interface rather than requiring users to navigate different platforms simultaneously.

We have some sort of AI initiative, but a separate division within our company handles AI data analytics and related tasks. It boasts out-of-the-box AI capabilities, such as automating searches based on AI. Additionally, some chatbots automatically identify customers' needs based on their questions. So, the platform already has these features in place.

It's a continuously evolving platform, and new features are added with each release. This upgrade does not cause issues.

ServiceNow is one example of the platforms we've used to manage engineers throughout entire projects.

As a ServiceNow partner company, we recommend our end customers utilize this tool.

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

It's a very comprehensive platform. So, really, you can do anything with it that requires integration with other systems, as well as build bespoke applications on the platform itself. 

It's not just limited to service management; you can actually build your own applications.

When you activate the ServiceNow platform, the core ITIL processes—incident management, problem management, change management, and others—are enabled. This means your internal processes are aligned with ITIL v4 best practices from day one.

So, while ServiceNow's service management functionality is primarily internal, you're ultimately providing a service whether it's to internal or external users. 

By having those processes in place, the traceability, and features like virtual assistants that we're all used to – where we can just go in and start having a chat, and then the ability for it to pass the conversation to the actual agent, and then you can start chatting with the agent.... that all streamlines support.

The agent can also have internal discussions with other senior technical resources if they need to, all while they're looking at this issue.

Then, there's the dedicated Customer Service Management (CSM) application, which is primarily for external support in B2B or B2C scenarios. This module is all focused on end customers, how they can interact with the organization, and how the organization can provide the service. Because of the auditing and all those other reasons, the quality of service that you're providing to your customer is both monitored and maintained, and everything is audited in the system. 

So that's how you improve your service by looking at your processes, looking at any stage where there might be a blockage or something taking a long time, and fixing those issues. That's what these platforms are designed to do.

It integrates very well with most systems. I have yet to come across a system that it cannot integrate with.

It's very intuitive and easy to use. The flexibility and user-friendliness of ServiceNow are key reasons it's such a popular cloud solution.

There's always room for improvement, but I think the biggest challenge with ServiceNow is the licensing model. It's not very clear and changes frequently. And it is an expensive product. So, those are the things that are lacking. The platform itself is technically excellent, but licensing and cost can be barriers.

I have been working with this product for ten years. 

It's a cloud solution; scalability isn't a problem. So, it scales well aside from the licensing considerations.

The customer service and support are very good. 

Positive

I have worked previously with BMC Remedy for about 10 to 15 years, deploying both on-premise and cloud solutions.

ServiceNow was designed from the ground up as a cloud solution. BMC Remedy began as on-premise software and then adapted to offer a cloud solution. Because of that, ServiceNow often has a slight edge in terms of cloud-native features. 

BMC is catching up, and there's little difference in what the two platforms can do overall.

The initial setup is very straightforward. Obviously, you need to know what you're doing.
There are a lot of courses and training required to deploy a ServiceNow platform effectively. ServiceNow administrators can do a lot, but there might also be niche products, like HR for example, that require specialized understanding.

If you're going with out-of-the-box settings and just configuring your system, then you can actually deploy it as early as three months. So, the deployment time varies.

It saves money or brings profit for large enterprise organizations. For small or even medium-sized companies, the cost might be difficult to justify.

In my opinion, it is expensive. However, they do offer favorable licensing for charities, for example. 

For standard commercial use, it is one of the more expensive options.

A very rough minimum might be in the range of $50,000+ per year, but that depends on many factors.

Overall, I would rate the solution a ten out of ten. It's one of the best.

I would recommend using it. 

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.

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. 

We use the solution for workflows. We'll build custom workflows and key and ticket queues. It's used to cover data center needs - everything from 800-number incoming calls to full outage and incident reporting. It handles a lot of aspects, including shipping and receiving as well as property management workflows. It's being used as a client-facing workflow system. 

Any kind of customer setup can be done on ServiceNow.

It can do anything so long as you throw enough money at it. 

It can integrate anywhere, and you can make any kind of workflow or SLA management.

Compared to Jira, ServiceNow is too heavy. It's not user-friendly. The solution isn't ideal for non-technical people. 

It's not quick or cheap. 

While it is very customizable, it's hard to get there.

Technical support could be more helpful. 

The technical support is not super helpful. You need to do a lot of work yourself. 

Neutral

I'm beginning to consider Jira as an alternative. It's lighter and easier to use. Also, Jira does a lot more updates centrally to their system than ServiceNow does. However, I haven't yet vetted it as an ITSM.

The solution isn't very user-friendly and is a very heavy lift for when you are starting and setting up custom setups. 

In terms of maintenance, our IT department is only so big. It does require maintenance in terms of customization, and that can be a lot. 

The solution is expensive. 

We're customers and end-users. 

It doesn't offer an on-premises option. It's all SaaS.

I'd advise potential users to look at it carefully and take time, depending on your runway. If you are an enterprise that has a full year of runway and the resources for ServiceNow and needs customizations, it may be fine. If a company isn't at the enterprise level, it might prefer a more streamlined ITSM option. 

I'd rate the solution seven out of ten. It really can do anything in terms of workflow and ticketing. It's just hard. It really depends on how many resources you can throw at it in terms of time and money.

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.

ServiceNow is our ticket management and remediation system. We use it for other things as needed. We have about 400-500 people on the project management side. 

ServiceNow can document and produce a historical working tool that deals with projects themselves. The user interface is another strong suit. 

It is still difficult to build a set of services in ServiceNow. It can be done, but it is one of the more difficult things to do. If we're talking about scalability, we're talking about the ability to actually build that set of services a little easier.

I've been using ServiceNow since I joined the company in March of last year.

I rate ServiceNow 10 out of 10 for stability. You only need to go through updates once or twice to realize ServiceNow is a highly stable platform and continues to be one.

I rate ServiceNow nine out of 10 for scalability. 

I rate ServiceNow nine out of 10 for ease of setup. We didn't have any issues. 

I rate ServiceNow Now Platform 10 out of 10. I've seen various CMDBs like it, and ServiceNow is everything we're looking for.