ServiceNow Now Platform Reviews

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 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.

We have customers that we are assisting with this solution, and we are also using it internally.

We are providing and using ServiceNow as a KSA hosted solution on our cloud (DETASAD SAHABA), not the SaaS model and that therefore we are offering it for our clients as a world-class product fully compliant with Saudi security regulations with all data remaining is Saudi Arabia. ServiceNow is an integral part of our service solutions and all our clients benefit from it.

We have two modules. We have the ITSM and the WFM. The WFM is not activated yet, and I am working on implementing this.

Currently, we are only using the incident ticket request functionality. We are implementing the request for equipment, change management, and other request forms.

It helped and organized the support for our customers, in which the customer is always updated about the status of his inquiry, also our support teams are always updated of their colleagues intervention. 

And from a management point of view, with the reporting and Dashboards the management is always updated about the open cases and the service delivery health status, and definitly quantify the work accomplished by the support teams.  

Incident Management and workflow are the most valuable features for us for the time (at least for us currently). 

Also Learning materials, such as online courses, are readily available. This solution is not difficult, and I have learned it from taking e-courses. I am actively giving the courses to my full team, because I want them to learn about it as well.

when it comes for the interface of ServiceNow is ok, and it is easy to use.

The licensing for this solution, with respect to the user, needs to be improved.

We use this solution on a daily basis.

I have fifty-two active licenses for this solution, and there are eighteen more that we are not yet using. 

I have not personally dealt with technical support very much. The feedback that I have from the team is that the technical support is very helpful, and they are supporting us in a good way.

We did not use another solution prior to this one.

As it is Cloud Hosted solution, the initial setup is as easy as setting up an application on a mobile phone.

ServiceNow and one of their local partners in KSA assisted us with the initial setup and customization of this solution. They were handling all of the maintenance and implementation before my arrival.

Not many people are required for maintenance. In fact, I'm building my team right now. I have two administrators, where one is a backup for the other. I'm preparing two developers for the process implementation, development, and configuration. These people are not dedicated to this solution.

All of the development work will be done in-house. We will be integrating it with SAP, Salesforce, and other platforms, and I need my developers to be involved.

We have definitely seen ROI. The most important thing for a director or manager is to be able to quantify the work of his team and to start building the knowledge base. This, by itself, is a return on investment. 

After that, on the knowledge base and on the tickets, we can apply artificial intelligence and some machine learning algorithms. Ultimately, it will be like an automatic helpdesk. We just need to build some history first.

DETASAD service offering combined with our AI/ML platform will support predictive maintenance and shortly will be used to optimize our 1000 field and engineering force better to increase service levels to our customers further.

Definitely, every company will evaluate many service platforms before choosing the one that best fits the requirement.

I am currently taking courses on this product to learn more about the platform, as well as the functionality that we have not been using.

My advice to anybody who is researching this solution is to have a better look at the overall capability of the platform. Many people, including us, understand ServiceNow to be a ticketing system. They do not see the other functionalities that are very big, and very important.

This is a great platform but it must be used correctly, and not only for ticketing. This solution was not well utilized in the company. Rather, it was treated as an application like Excel. When I arrived, I started forcing people to use tickets, and now I'm going to implement the workflows, processes, and everything else under ServiceNow.

I would rate this solution a ten 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.

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. 

Our primary use cases for ServiceNow Now Platform include use incident management, problem management, case management, and our asset management. 

It's not used much for the business management part of it, though it's being assessed for it. We have other tools to manage that. In my organization we have the scenario where we will integrate with a couple of other tools which we have already purchased, which are used for the information management part of it. These will be integrated with this Now Platform. 

Another area which is currently being looked into but not yet implemented, is the compliancy part. They might go for it in future. One more thing is the security part. Though it is not yet being employed that much, it has a lot of interest. I can see a lot interest in this area. At times there is strategic interest in digitalization, so we might look into the analytics. There are more improved analytics features which are coming with the new versions of ServiceNow, which are also interesting.

ServiceNow offers a lot of features when it comes to IT service management and IT operations management. What interested me in ServiceNow was that a lot of service management, mostly our IT service management, are using ServiceNow as a tool.

I really doubt that we are making full use of the out-of-the-box features which ServiceNow provides in the sense that we have the tickets assigned to one of the assignment groups. People are taking a lot of time to really work on the ticket and provide a correct solution. I was looking at different features, including the machine learning and predictive analytics features available in ServiceNow, which can help solve the current issues we face.

In Power Apps, there is a central area which works on the automation part of it. Even though in ServiceNow I see a lot of features in the process automation part of it, when it comes to large teams with a lot of "in development areas," we're just getting into how we can automate the mundane processes. Plus, there is a robotic process automation team using UI who is looking into those areas.

Also, as part of the development tool, I analyzed to see how their domain expertise was. With a little knowledge of the technology and coding experience, they can make your software domain expertise come up with solutions very quickly. 

However, since we are already using Microsoft extensively and we already have Microsoft Office 365 and since we have adopted Microsoft as the Cloud provider platform, it made sense to take the Power Apps subscription. Even though ServiceNow has some integration capability with Azure, Power Apps was more in line with developing apps and the development of UI.

When it comes to ServiceNow, I haven't done much research on the UI part. I think that you can do different coding in ServiceNow. It was more about usage of tables, creating API's, and creating application codes for when you work on tables. But in Power Apps I could see features having a use, so I can work with this, and you create UI's out of it. Maybe my knowledge is limited and I may not have explored all of the features in ServiceNow, but this is one thing which on a high level I have noticed.

Also, with Power Apps you can attach it to multiple data sources, just like in ServiceNow.

I think that both have their own features and pros and cons. I don't think that Power Apps can fully replace ServiceNow when it comes to all the features ServiceNow provides in terms of service management or operation management capabilities.

Power Apps is mostly if you want to develop a web application or a mobile application and if you have some data source. If you have a back end already. If you have a database and you specifically want to develop a front end or a UI for that. Then I would prefer Power Apps.

Power Apps is mostly for the use cases where you want to give an API further uses to get specific data from the back end. When it comes to ServiceNow, there are not many purposes I can see regarding the service management part of it. It can be used as a ticketing tool that we can use for operations management. It can be used for server monitoring, like for our infrastructure management and monitoring purposes.

As I told you, we have within the organization a lot of tickets for cases which are being raised for problems with the application or the infrastructure or even for knowledge related issues. I am from the architecture central system, and if the people need help to find the architecture or they need a suggestion, they raise incidents of tickets using the ServiceNow Now. I have noticed that cases are not getting assigned to the critical people if there are so many different teams. A case for a problem which arises might fail to be worked on by some other members in the team. These are the areas that I feel the machine learning capabilities of ServiceNow offer.

It can give you a lot of improvement in the way the tickets get properly assigned to the right group. It saves a lot of time which saves the end user a lot of frustration, and they will be getting the correct group who can help them on their problem very quickly, preventing a delay and then after lot of time it come back to the admin group, and then the person who's working on it will do a relief study of the problem. 

It leads to a faster resolution of the problem.

That is my own experience. Then, if we can have chat bot services, that is another area of network manual intervention. That is what really attracted me when I was into the features of the latest ServiceNow.

As for what can be improved, the licensing and the pricing models are confusing. At least I found it a bit confusing. There are a lot of hidden costs in all these.

It's a bit costly. But as a cloud application platform and a service provider, I think ServiceNow is now really improving. When comes to the cost part it is a bit tricky to understand. It's not that straightforward.

Like other tools or other platforms, when we are in touch with the ServiceNow team, we talk about including everything from the information management in the entire software development. I feel they are doing well.

It has a lot of good documentation and a lot of good training available which helps the end user.

The programming language is currently limited to JavaScript. So I would like to see more programming languages available, especially since they have come up with the machine-learning features. Some more languages would be an additional improvement.

I see that there are so many connectors available for connecting it to other service providers and other platforms, for example OpenText, which we are using. There are out-of-the-box connectors to connect to OpenText and others. That is something that I'd like to see.

Other areas of improvement are support for more programming languages and much more capability-building when it comes to the machine-learning part of it. There is especially a need for a scope of improvement in the analytics and the machine-learning part of it, because they are always adding more modules. 

I have been using ServiceNow Now Platform for about five, six months.

I have not found any bugs or glitches. I have tried looking into the IntegrationHub features. I have tried looking into the APF features with ServiceNow. I was involved in setting up the SSO for ServiceNow across all the instances that have a card. It is not ready. We have still some migration to do, but SSO set up is ready. I set up the mail server.

I didn't find problems. My experience was good. It was not was complicated for me to understand. The tutorials and all the trainings which ServiceNow provides for us to set up the infrastructure or to try out the new features ensured it was not that complicated.

I tried these new features which have not yet been adopted in the organization. But I can not blame the platform for that, because I was trying the Virtual Agent features with my own personal developer on that.

The problem is you really need to have data to work on. If you want to train a model, you will be able to train it only if you have sufficient historical data. That is sometimes an issue, because when you work on your personal developer instance, the kind of data you have will be very limited and you will have to import some data from your production instance or some other instance to your personal developer instance.

When ServiceNow gives training, they provide a simulation platform. For this core training you will not be able to use the platform after that. So you need some time to really catch up and try different things to get a grip on what you're learning. The MS data was for working with the shape and I'm trying to get some data exported from our own production instance and import and try to work on that data. That is one issue I face.

So far, so good. But I cannot claim to have a very good knowledge of the entire platform. I have analyzed some areas and I found the experience good.

In terms of scalability, I'm impressed. I'm happy with the capability of the Now Platform. We have some dependencies on the vendors. But with the current investment we are learning the full benefits of the platform. I am positive that as time goes on we will be able to rate the real benefits of the platform.

I have interacted with a few of the technical support guys from ServiceNow and my experience was good. I found most of them really very professional and very technical people. I'm happy with the kind of service and the kind of value they are bringing to this engagement.

I cannot comment regarding the initial set up because we had the ServiceNow team help us with it.

Although we wanted to use the out-of-the box features as assets, the processes in the organization were not that straightforward so it required some amount of customization and that lead to us having discussions with the team from ServiceNow. I cannot say that it was really smooth and easy. Because of the complex workflows and processes being followed in the organization, there were a lot of discussions involved, and a lot of customizations done. The ServiceNow team was able to give us a lot of insight, including where the improvement can happen, but then we couldn't add up everything, as the workflow is a bit complex and it involved other vendors.

It's not over yet. We are still in the development phase because the old one we were using was being managed by an external vendor who is responsible for all our time activities for the maintenance of Infosys and others.

It depends on the assignments you have in your organization. Our organization is very process oriented and it faces the drawbacks of that, in the sense that it is not very agile. I think for such organizations, ServiceNow could bring in some improvements, provided we really understand how to use the tool to really ensure that the different services in the business can work together.  And to understand what your problem areas are and how this tool can help you.

People from different departments and different areas, especially from business and IT, should really join hands and work together. They shouldn't be working in silos.

If that is the case, then you have a tool to support you. It will help bring that unity and the visualization of whatever you have in the mission. Otherwise, I don't think you'll be able to improve anything.

On a scale of one ten I would I would give ServiceNow Now Platform a seven.

They would get a 10 if there were more programming languages available and if it was more clear to use. Also, if they offered more UI features. Also, when we are trying out the system, if there was a toolkit which could help guide us when it comes to navigation.

We are a service provider and this is one of the solutions that we work with to offer services to our clients.

The main reason that people use ServiceNow is that performance is very good.

There is support for a lot of different services using any kind of device including desktops, laptops, and mobile devices.

This platform is used more by large companies because it is a little bit expensive.

I have been working with this platform for approximately two years.

We have not experienced any bugs or other problems with stability.

We are satisfied with the scalability of the ServiceNow Now Platform.

We have been in contact with technical support and they are good. They have good technical skills.

I have used other ITSM solutions and they often focus on just IT services, whereas the ServiceNow Now Platform focuses on a wider range. The services cover facilities, security, operations, and more. Other solutions are cheaper but they are too focused on IT services.

If you are familiar with this solution then the initial setup is straightforward. However, there are a lot of options so it can be complex. Some of our customers have found it unclear. It takes between three and six months to deploy.

The suitability of this solution depends on the size of the company and the scope. For large companies, this is a product that I recommend.

I would rate this solution an eight out of ten.

I am primarily using ServiceNow Now Platform for IT service management.

The most valuable features are the ease of use, stability, and the ability to change or upgrade seamlessly.

The analytics should be more readily available on the base product. Historical data isn't as easily available as expected and it requires buying additional licenses for more features.

I have been using it for nine months.

ServiceNow Now Platform is fairly stable.

The platform is fairly scalable, and I haven't experienced any limitations.

The customer service and support are fairly good. I haven't had any issues with regards to the support part.

Positive

I have not really used previous solutions.

The initial setup has been easy, with not many complications.

A team that knows what they're doing is needed to do the installation.

It's difficult to put a return on investment value on it as it's fairly early in the journey, less than a year.

ServiceNow Now Platform is an expensive product.

I'd rate the solution eight out of ten.