ServiceNow Now Platform Reviews

Currently, I work with ITSM and HR modules in ServiceNow, with some integrations with other third-party solutions, and the core of my experience is based on that.

For example, my recent project is related to HR, and we are helping the customer define all the HR processes based on the customer's requirements. We have managed all the cases in the organization for 120,000 users. It's a global client in the world, and we are responsible for creating and defining all the processes to manage all the cases in the organization.

In HR, we are across all the features of the HR model. We have created the portals for each one of the countries in the customer and all the service catalogs. After that, for particular customer processes, we are using HR to define them and implement them in that firm.

The simplicity is great. Based on my experience with other solutions in the market, the most important is the simplicity of implementing all the features that we have in ServiceNow and helping customers to simplify the work process in the daily journeys that they have.

It is easy to set up the product.

The interface is perfect.

It's very stable.

The scalability is great.

In ServiceNow, it's difficult to mention some points, as I have other experiences with other solutions, and the gap between ServiceNow and the other ones is huge. There are no missing features. 

The price is a bit high and can be a bit of a barrier for some customers.

I've used the solution for about four years. 

The solution is very stable. You are talking about 99.9% of the stability that that solution has. It's great.

The solution can scale well. It is very good.

They offer very good support. With ServiceNow we can define priorities based on impact and the urgency in our cases. We are open to ServiceNow support and ServiceNow manages responses very well.

The implementation of the process is very straightforward and simple. 

How many people you need for deployment and maintenance depends on if you are looking only for the base implementation. I'd say two or three people are enough to deploy the solution. It does vary based on the requirements of the project and customer, however, two or three people are enough.

The solution is very expensive. 

We are a partner. We deal with different versions of the product. Right now, we are using San Diego.

I'd rate the solution nine out of ten. It's not something for everybody. However, we have a team of people that can justify a proof of concept. The company needs to be mature to get some real functionality out of it. If the company doesn't have the maturity, it may be a bad investment. 

I mainly use Now Platform for change management and IT services, like if there are any issues with logins.

Now Platform's best features are collaboration, configurability, and customizability. I also like that there are multiple ways you can access ServiceNow data through the API.

I've been working with Now Platform for two months.

Now Platform is very stable.

Now Platform is scalable.

I previously worked with BMC Remedy, but I prefer Now Platform as it's more user-friendly.

The initial setup requires a lot of customization based on the individual company's processes. I would say the setup process is medium complex and would rate it as three out of five.

I would give Now Platform a rating of nine 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.

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 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.

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. 

We primarily use the solution for ticketing or reporting.

It's like a No-Code Development Platform or Rapid Application Development Software.

It's user-friendly. It's easy to use even if you don't have prior experience using the platform.

The initial setup is very straightforward. 

It's stable and reliable. 

Technical support is helpful. 

Reports could be generated in a more user-friendly or simple way. If we could merge two data tables, which is a bit complicated here in ServiceNow, that would be ideal. 

There is no facility in ServiceNow to transfer a ticket from one team to another team, and there is no tracking. We'd like more ticket management. 

Bug and defect management are not available in ServiceNow. 

I've been using the solution for the last two or three years. 

The solution is stable and reliable. The performance is good. There are no bugs or glitches. It doesn't crash or freeze. 

The look and feel will keep changing. However, the product and the quality of the product are really good.

I'm not sure about the scalability. I've never tried to scale the product.

We have more than 1,000 users on the solution. It's used on a daily basis. 

It's very easy to chat with support or log a ticket with them. They get back to you with answers. They are helpful and knowledgeable. 

Positive

I initially used the HP ALM tool. It's very good for tracking bugs and finding defects. The issue with Service Now is that every time you come across a problem, you need to make a ticket, and that's a challenge. 

The initial setup is very straightforward and simple. It's not overly complex. 

I'd rate the initial setup a five out of five. 

I'm not aware of the exact pricing. 

We're a customer. 

I would rate the solution nine out of ten. 

I'll definitely recommend this solution to others since it's user-friendly. It's very easy, so you can create very good reports in it. You can track your data in a very efficient way. It's a very good tool.

The solution is fast enough for our workflow automations and has integration capability. It aligns with many use cases in our organization and for others we have planned. 

The product also has the agility required for fast-paced deployment and has many out-of-the-box features.

The UI and mobile UI need to be improved. Some new features are being brought in with the San Diego upgrade and we will be upgrading to that version and hope to see some improvements there. 

We have been using this solution for about a year. 

The stability of the solution is good enough. 

The scalability is good, we rolled out the solution for all of our warehouses and have plans for further implementation in our manufacturing. 

The support depends on the availability of local partners. We don't work directly with the ServiceNow team, but the partner we use provides good support. There is a good support base in India. We have worked with two partners, the first didn't provide the best support which is why we switched to the second.

We previously used Microsoft Power Apps and SharePoint. When it comes to complex workflows, cross-functional projects and extended integration features, ServiceNow does a much better job. For simple functions and workflows, Power Apps and SharePoint are sufficient but for complex, cross-functional work we prefer an LCNC platform like ServiceNow.   

The initial setup is relatively simple, integration is fine but the UI holds the solution back somewhat. 

With five being the best, I wouldn't rate this solution any more than a three out of five for setup.

I would rate this solution seven out of ten.
If you are in India, the partner selection will be very important as there aren't many certified partners here.