ServiceNow Now Platform Reviews

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.

Since ServiceNow Now Platform is a no-code low-code platform, we are using it to build solutions around life sciences, especially in the regulatory field. We use the tool as a process orchestration engine.

The most valuable feature of the ServiceNow Now Platform is the workspaces feature, which allows you to create customized workspaces. The solution's form-filling feature is also good.

The solution’s AI and NLP features could be improved. The solution's pricing needs to be more competitive, and the tool needs to do a lot of work incorporating more AI features.

The solution should include custom search and document creation features.

I don't see any problem with the solution's scalability.

The solution has more process orchestration features than automation features. The tool does have some NLP features, but they aren't as evolved as we would want them to be. It is not difficult to integrate the solution with other tools. We chose the solution because it had a high analyst rating when we evaluated it.

The solution has helped improve our efficiency by around 30% to 35%. The front end is fairly neat, configurable, and customizable for each user. It is not difficult to configure or deploy the solution. We are not informed beforehand when there is downtime, which creates a problem. The solution can adapt to the changes in our business needs.

I would recommend the solution to other users.

Overall, I rate the solution a seven 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.

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.

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.

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.