ServiceNow Reviews

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

It provides us visibility into how we're responding to business needs. If somebody requests a new user account, a new computer, or something else, there are SLAs that have been agreed upon between different departments and business organizations. We can run weekly and monthly reports to get visibility into how we're responding to business needs.

It enables us to meet SLAs, track issues across the environment, and report those issues.

The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI.

Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag. 

I have been using this solution for around four years.

It is a stable solution.

We're a small company with less than 10,000 endpoints. I would be able to tell you about scalability only if we had more endpoints, such as over 100,000. Currently, its usage is 100% because everybody is using the tool. On a daily basis, we have less than three percent usage, which would be 300 use cases on daily basis.

They are awesome and great. I wrote the API bidirectional connector from Splunk to ServiceNow, and I've worked with them, and they are awesome.

I have been with this company for four years. When I came into the company, this solution was already in place.

I was not here when implementation was done, so I can't provide information about the challenges that had to be overcome when the solution was implemented, but I do know that it was implemented by a third party called Accudata. We did not implement it in-house. It was a managed service initially.

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. 

I would rate ServiceNow an eight out of ten.

We use the solution for workflow automation and business processing.

It has been effectively used in our organization. We have large chats with 150,000 people and everyone has found it to be useful. Our internal IT team is supporting the tool and trying to get everyone on-board.

We have found the service easy to use, although, we have ended up customising a lot of parameters. It is a functional comprehensive featured solution compared to everything else on the market.

The customization that we are doing for the needs of our organization are difficult to do and could be improved. In the a future release, if they have not done so already, they should include cognitive capabilities features which we are currently lacking. 

I have been using the solution for three years.

We have had no major issues with stability.

We have been in contact with customer service and we have no complaints.

The price of the solution is comparable to industry standards. For the features that we received, it is reasonable.

I have been reviewing a solution called BMC helix potentially coming on board soon. The cognitive capabilities that are being released in the market are pretty good. 

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point.

I did not give the solution a nine because that is too good. I do not think they are at that level. They are the industry leaders, for the automation of workflows. But there is definitely more that could be done. 

I did not rate the solution a ten because nothing is perfect.

I rate ServiceNow an eight out of ten.

ServiceNow is helpdesk software that I have some experience with. This is not a solution that I deploy. Rather, I interact with it using hooks between it and NetBrain.

It is used for the creation and tracking of tickets and incidents, tasks, projects, and self-ordering. Our parent company uses ServiceNow for ordering and it has been utilized with a lot of different workflows. This is something that we never did but now that we've merged together, and we've merged our instances of ServiceNow, it means more of those self-service tech catalogs now in place and utilized.

As an end-user, I have not had any real problems with it. I use the capabilities that I have to and it's one of the tools that I have to use because that is where tickets are presented.

ServiceNow is a very powerful tool that can perform a lot of different functions.

There is inherent complexity with this tool because of the number of things that it can do.

My company has been working with ServiceNow for close to 10 years.

This is a stable solution. There's very little that I'm aware of in terms of hiccups and complaints.

As an end-user, I have not been in contact with technical support.

We did have an on-premises solution until about a year and a half to two years ago, and now we're using the SaaS version. That changes features and then tools, and perhaps other things as well.

ServiceNow is a very powerful tool and with power comes complexity. It's divided up well, and I have experience updating tickets in it. In my opinion, it can do a lot, although some people think that it should do a lot more.

I'm not convinced that it should be the source of truth for everything. Some people promote it as the source of truth, but in networking automation, there are multiple sources of truth. For example, Active Directory is your user source of truth. IPM is your IP source of truth. The ticketing system has access to a lot of things, but does it need to be, and should it be the source of truth for something? I don't think so.

I think that it should pull from other places and be a collection of sources of truth. It's not the source of truth for users, it uses users. It's not the source of truth for devices, as devices are managed elsewhere. However, some people try to force it to you be that source of truth. I think that following such advice can lead to trouble.

Again, it's a very complex system and you can make it do whatever you want. It's just a matter of getting it to react the way you want it to.

I would rate this solution a five out of ten.

Our primary use case of this product is for incident and change management. We are customers of ServiceNow and I work as a senior software development engineer. 

The reporting details and easy access of the data has improved addressing the customers issues.

I think the incident management, change management and problem management features are the best. They are very good and I like all three of them. If most of our customers could learn the benefits of these three features, that would be great. 

Another advantage of this solution is that we can get a detailed analysis on each incident; how long it took for resolution, how long it was on the client side, a detailed time base. Detailed reporting is another valuable feature and our customers comment on it too. 

This is an expensive solution and I think that could be reduced. What I've noticed from talking to some of our clients is that most are not renewing their licenses because it's so expensive. Pricing is one of the main factors customers check when comparing tools and solutions on the market. 

I think an additional feature that they could include would be a defect management system that ServiceNow doesn't currently have. It would be the best product in the market if they included that. It would make it a one-stop solution. They already have the incident management, problem and change management. Everything is there. So if they include this defect management, then it would definitely be the best in its category.  I would recommend Servicenow should include the defect management feature like JIRA.

I've been using this solution for five years. 

Servicenow is a stable product which is an advantage for the business.  As per the current business trends and requirements the expected availability of the products are around 99.9% availability.  hence, we cannot afford the frequent outages 

Because it's a cloud-based technology, it's scalable and convenient.  

Service now is a cloud based technology and its easy to increase or decrease the compute based on the load factors like no of users and based on the no of users increase, we can scale up the infrastructure of the servers. Apart from that any patch upgrades of OS or bug fixes can be done without any outage. Otherwise, in the legacy systems we need to take outages for any upgrades or patch deployments and which impacts the business.

We have a local vendor who assists us with technical support. They provide good assistance. 

Earlier we were using the HP Service desk

The initial setup can be a little on the technical side so we are lucky we have the tech staff. Without that, we'd need to take a service provider or third party vendor to help with deployment which generally takes one to two weeks. It's important to have technical people involved in the implementation, otherwise it's quite difficult.

through vendor team

The pricing is little bit high.  However, i would like to give some more recommendations like if servicenow can include other modules like Defect management and server monitoring and automatic inventory update then it can be a "Value for Money" and users will not feel overpriced for what other products are providing in the market with lesser price.

I believe the cost is around $1200 per user for year and which is quite expensive.  If Servicenow comes up with the appropriate cost then definitely it will be the best product in the category of cost wise as well.

I was not part of the evaluation team.  

I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there. I can rank it as number one. The price is the only factor which is an issue. Because of Covid, companies are thinking about  how to reduce licensing costs. I've made a comparison between ServiceNow and other tools, and I'm not satisfied with the others. But licensing costs are so high that we sometimes have to go for other products for our customers. 

I would rate this solution a nine out of 10. If they would lover the price, I'd rate it a 10 out of 10. 

We use the solution as it's a requirement for our standards of use in the future. I primarily use the product to look for tickets. I also check for future projects and so on.

The solution is very easy to use.

Now that I've worked with it a little bit, I can find what I need rather quickly.

It was pretty easy to implement the solution.

The solution is quite sizable. There are a lot of features.

It can scale well.

The product is stable.

The solution integrates well with other products.

We've been pretty happy with the level of support they offer their clients.

A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time.

I've only been using the solution for a few months. It's only been a rather short amount of time.

The stability of the product is good. There aren't bugs or glitches to deal with. It doesn't crash or freeze. It's reliable.

The solution is scalable. If a company needs to expand it, they can do so.

At our organization, there are about 300 users on the product currently.

We'll be using the solution into the future.

The solution has fairly good technical support. We're pretty satisfied with their level of service. I'd say they are responsive and knowledgable.

We previously used HP before switching to this product.

The solution was easy to implement as it wasn't styled out. It wasn't too complex.

Normally there is staff training near the beginning. This is not the case anymore. You can use it right away, however, it is difficult in the beginning, coming at it from a new user's perspective. That's the main thing to keep in mind. Organizations should be aware of this at the outset and plan for it.

During the implementation, we did get help from outside sources. This assisted in the setup process. It helps if a company gets training before as well.

I'm not responsible for licensing and therefore don't have any information in terms of pricing or cost structure. It's not something that I need to worry about in my day to day.

I assume that we are using the most up to date version of the solution. 

I would recommend the solution.

On a scale from one to ten, overall, I would rate it at an eight.

I have two primary uses of ServiceNow:

1. As our ITSM Platform for providing Application Managed Services (AMS) to Enterprise clients who have solutions on Oracle, Workday, Coupa, and ServiceNow.  NOTE: Other groups within my firm also use ServiceNow to provide IT Service Management to clients on Microsoft, SalesForce, and other major vendors.  We have multiple production instances for delivering Service Desk support to various client install bases, including this one for my above mentioned AMS business.

2. As the ITSM platform for our internal, global support framework. This is a separate instance of the one I use for my UK clients and is 'owned' by our US member firm. Said US firm uses this instance to support not only our internal global Management Consulting business but also to provide AMS to US-based external clients.

ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs. ServiceNow's multi-instance model helps enable that flexibility. For example, we recently took on a new Workday client by modifying our ServiceNow instance (configurations and workflows) within 5 months, with successful go-live afterward.

ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.

ServiceNow's Customer Service Management (CSM) Pro & DevOps modules in particular - including ServiceNow's strong interface APIs (to Jira in particular in my case) - have allowed us to:

1. Automate some of the more menial tasks while accounting for our need to develop 

2. Deploy a lot of new features and functionality that get continuously and rapidly introduced by the major vendors via their regular upgrades (e.g. Oracle 4 times per year, Coupa 3 times per year, Workday 2 times per year, etc.).

There are no outstanding gaps or deficiencies that I face at the moment for my business or operational needs. That said, I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules). Our AMS business will benefit from further automation of the more mundane tasks as we continue to develop the platform's configurations - including the streamlining / automation of our change control workflow for faster deployment (critical when tackling the very frequent upgrade cadences of Oracle, Workday, Coupa, etc.).

4 years

Very stable so far. I have yet to experience an outage of any of the ServiceNow instances my operations/teams use.

Scalability is good on the production side. It could be better performance on some of our lower environments, notably UAT for our global support estate - although I suspect that is partly down to how our Dev team manage their workloads and the access set up they have (too many users floating in/out?). I have not called for an audit however, so my view here is not qualified.

Minimal need for support - from my personal vantage point - and for the few times we have needed support, the turnaround time and quality of support has been good.  No complaints.

We used Jira initially for our internal Help Desk platform, but it fell far short of needs for the underlying service management workflows we employed.

I entered into already established estates, so was not exposed to the efforts in setting up the ServiceNow instance sets.

All has been in-house. We have full capabilities, as we do service implementations of ServiceNow for our clients and have invested in having internal development and support skills/capabilities.

We moved directly to ServiceNow for two reasons:

1. It was already the production ITSM platform for our US member firm who was given the (internal) contract to support our global management consulting business; and

2. We knew from our multi-year use of ServiceNow for (a) delivering IT Target Operating Model digital transformations to clients AND (b) delivering our Application Managed Services to external clients that this solution would easily meet our ITSM requirements.

We run thousands of automations.

The reason that ServiceNow is as good as it is, and opposed to Remedy, Cherwell, and HP OpenView, is that ServiceNow was the first IT service management platform or enterprise.

ServiceNow was the first true enterprise to service management platform. They were the first to understand that a request is a request and service is service.

ServiceNow goes back internationally a long time ago when they were Fuji. ServiceNow releases are alphabetical. My experience started with Fuji, and they are on the Orlando release now. Even back then, they were able to put any process into ServiceNow, even if it wasn't and IT process, and have it managed through the platform.

Security needs some improvement. The governance, security incident management, cloud management, and the security module are getting better.

Service mapping could be less complicated. The configuration, and running it appropriately, but that's a difficult thing to do overall.

It needs to be more cost-effective because it can be pricey. 

I would love to see ServiceNow create a solid mid-market entry point for it. They tried it in the past and it failed. That was ServiceNow Express.

I have been using ServiceNow for over a decade.

ServiceNow is incredibly stable.

This solution is scalable to a point. Once you get as large as the Department of Veterans Affairs you will have some issues, but it scalable.

We have 3000 people here in our company. Anyone who is in IT is using ServiceNow.

I haven't contacted technical support. 

If you are as close to out-of-the-box as you need to be then you won't have any issues at all with ServiceNow.

ServiceNow is the least complex of all of the platforms available.

When I worked at the bank they went from zero to running it within three months. At that time when dealing with Remedy or other legacy systems, that was unheard of to go from nothing to running in three months.

With one of our customers, we had it up and running in one month.

We have seven members to maintain ServiceNow. They are developers, senior developers, and the head of service management.

The mandatory minimum is US$ 20,000 for licensing. They have a three-year cycle. I am not sure if it works out to be $60,000 for three years or if it's $20,000 for the three years. 

It's mainly for licensing. The more that you use it and the more it goes to other areas in your organization, the more licensing you will have to pay.

There may be some who look at this and use it for the HR service delivery or they could use another HR application that looks cheaper, but they will be missing the point of having all of the information on a single platform.

I manage an automation orchestration team. The focus of my team is external, not internal. The company uses ServiceNow. We are one of the largest and older consumers of ServiceNow. The members of my team have ServiceNow practice, infrastructure automation practice, could management platforms, containers practice, and DevOps. 

Our team is focused on helping other organizations adopt and adapt to ServiceNow.

ServiceNow is in the cloud, it's basically remedy in the cloud. ServiceNow doesn't get deployed unless you are a Federal Agency because they have their own data centers. ServiceNow only allows Federal Agencies to have their own instant data Center.

Make sure that you are big enough to afford it. If you have a small IT department, then ServiceNow is not for you. The problem is that you won't be able to afford it. You must be a mature enough and a large enough IT organization to start using it.

It doesn't just do IT things, it does more than that.

Make sure that you configure and not customize.

I would rate this solution an eight out of ten.

Microsoft Teams integration is available. Notifications are present within the virtual agent chatbot, integrated with third-party tools. All the portal features have been enabled, including the virtual agent installation.

There is a concern about the integration point of view, particularly the virtual agent. Currently, we are working on integration with Teams and the virtual agent. Now, the chatbot and portal are available. A pop-up message shows the redactions button if you click on anything in the chatbot conversations. This redirects to the portal. It should open, and the virtual agent should be integrated that way.

I have been using ServiceNow as a partner for two years.

There are some bugs in the solution.

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

The solution is slow in performance level.

Technical support is good.

Positive

The initial setup is simple. It takes only eight hours for each resource because of integration and conversation flow.

From a developer's perspective, understanding the pricing of ServiceNow is crucial. Currently, pricing details are mainly available for account-related matters. However, if developers also have access to this information, it would greatly benefit them.

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