ServiceNow Now Platform Reviews

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.

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.

As a solution architect and developer working on service management and HR, many of my projects cover the development of modules for

• operations management,
  
• project management,
  
• finance management,
  
• resource management, 
• governance,
  
• risk and compliance,
  

and more, typically within the sphere of business management in general.

For me and my team, ServiceNow Now Platform has many capabilities that we  leverage to bring solutions to the problem statements in these areas, mainly according to agile methodology.

If we are required, for example, to extend an application to external or internal users of your company, we would use ServiceNow to help with this process. Specifically, in this case, we would use HRSD (HR Service Delivery) which interlinks all of your own employees, external users, and others. The CSM part of ServiceNow aids in linking all your business services that are being used by service providers and everyone else, and it enables you to derive your own organizational service management structure exactly as you want it.

ServiceNow also provides a powerful system that gives you ample information on what has broken and where, and offers plenty of solutions for fixing those things, particularly when it comes to orchestration, which really extends your capability for automation. You could say that it brings a sort of intelligence into your organization with its various features and functionalities. 

Having implemented ServiceNow Now Platform for many global clients with millions of users over the years, I have seen it in use across vendors, former resources, internal resources, external resources, and amongst these in many different ways and through many different applications.

Our standard deployment environment nowadays is via the cloud, and we don't keep anything on-premise. However, I have previously implemented ServiceNow Now Platform on-premises during the initial stages of working with ServiceNow in the banking sector where we deployed it on-premise, but they eventually never released it. This work mainly involved the ITSM and operations part of ServiceNow Now Platform.

We also utilize ServiceNow to help take care of cloud and asset management, such as when dealing with the licensing for Azure, Amazon Web Services, and so on. Then there's the work I've done with ServiceNow Security Operations, which involved using various SecOps modules for security incidents, etc., and which required integrations with tools such as Tanium, Splunk, and Azure Security Management. Here we used ServiceNow to generate the events, security incident alerts, and more, and currently we still have remediation tasks being completed in ServiceNow, where the risk assessment features and other solutions are in place to orchestrate everything.

The customer service management aspect of ServiceNow Now Platform lets you create your own custom organizational service management structure just the way you want it, while providing a troubleshooting system that helps you figure out what's broken and how to fix it with multiple possible solutions. ServiceNow's orchestration mechanisms also help to extend an organization's automation capabilities in such a way as to bring a real sort of intelligence to the table.

At this point, over and above what ServiceNow actually is, the key is that it's really nothing but a web service. Whether it's a form or anything, the best part is that you can easily leverage anything of ServiceNow for any application anywhere just by calling the REST endpoints and handling the request messages.

Let's say you want to onboard new users or customers, import new company details, or add any different type of data — with ServiceNow Now Platform, this becomes easy. As a concrete example, suppose you have some users on Active Directory, some on LDAP, and some on your own cloud, you can integrate all of these users and uniquely manage them with ease thanks to how mature ServiceNow is in terms of scalability and flexibility. 

Concerning the new features that they're releasing, it does feel as if something is missing in terms of customization options.

Something else I have noticed is that ServiceNow don't give you much support when it comes to implementing functionality that you have developed yourself.

That said, I think ServiceNow has become a major contender in this market and many other solutions are simply following in ServiceNow's wake. There are a lot of improvements happening all the time, and the way in which it has grown over a decade of development really tells its own story. Nowadays, it's a constantly-evolving centralized application that provides ample solutions for both businesses and developers.

One example of an area in which I have seen their improvements is in AI, which, after the past few years, is finally becoming mature and enabling better automation and intelligence at the end-users' side. 

I have been using ServiceNow Now Platform for about four or five years.

The stability is quite advanced and much improved these days. Previously, I saw that there were a few glitches or immature functionality being introduced, but right now it's being standardized according to the industry, particularly in areas such as AI automation. I believe they have improved a lot since they started.

ServiceNow Now Platform is really quite a scalable solution, whether you're talking about leveraging ServiceNow for other applications or onboarding new users, customers, companies, data, etc. You can do these things very easily, even when you're working with multiple disparate technologies such as AD, LDAP, or your own access control system in the cloud, and all of this is handled in a mature, reliable manner.

Having been in a team where many of us have experience with ServiceNow for 10+ years, I have seen how it has grown and evolved into the scalable platform that it is now. Through all the implementations I've done for different global clients, I've seen millions of users using it successfully.

There are sometimes instances where you need the support for whatever reason. In general, I would give them a four out of five rating.

Positive

The initial setup is easy. Let's suppose you already know what you have to keep where, after that it's such a simple process that any average Joe who knows how to initiate his own service management can easily update the information and get working on it. It's not a big deal, and the installation gives you everything you need to get started with a guided setup such that anyone can quickly jump in and initiate ServiceNow. The way it is developed means that it's quite effortless for users to onboard themselves quickly and easily, simply by adding the required information.

As for the actual deployment, it's a matter of how you plan it. There are many implementations that start out according to the greenfield process. By greenfield, I mean arranging your environment from scratch and then introducing your company details, group details, UTI, and so on. Once that is achieved, you can easily add any other applications you want. And, of course, the internal modules such as discovery can be brought into your organizational scheme with even further ease.

ServiceNow is not open source, so there is a license you must pay. As for how much it costs, what I have observed is that it often depends on your subscriptions. Suppose that you go with some subscriptions such as IDSM or any type of package like it, then the license cost will be impacted accordingly. Similarly, the cost is also adjusted based on your headcount of how many users will be using it.

Compared to other contenders who give you the cheapest in the market, you will find a huge difference when it comes to ServiceNow and its subscriptions. However, I would definitely say it is worth the money.

My advice to others who are looking to get started with ServiceNow Now Platform is to reach out to your implementation partners, because they will have the experience and solutions required to help you get where you want to be with this product. ServiceNow is a vast application, but thankfully there are a variety of different solutions that can be easily adopted and managed according to your particular organizational structure.

I would rate ServiceNow Now Platform a ten out of ten.

The incident management has been the most useful feature for us.

I want ServiceNow to be more customizable, especially the incident management module. The fields cannot be added right now. If you want the users to input different kinds of fields which are specific to a certain product, it is difficult to do.

I have been using this solution for three years. 

This is a stable solution. 

This is a scalable solution. 

The technical support of ServiceNow is really good. I'm very happy with it.

Positive

The initial setup is straightforward. 

The pricing of this solution is done annually and it is very expensive.

This is a great workflow tool that offers great support. The reporting capabilities need to be improved, otherwise we need to pay for performance analytics. 

I would rate it a seven 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.