ServiceNow Reviews

It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers. That's the most important thing. You don't have to completely restart the system itself as it is cloud-based so you just need to enable the plugin and then you're just ready to roll.

if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future.

We have been using ServiceNow for more than six years. Every six months ServiceNow releases a new version. Every time we have to get ourselves certified to the new version, as well as go through different new features that ServiceNow releases. We are partners for ServiceNow. So actually, it's one of the KRS for us to make sure that we are certified with their latest release.

I would say in terms of stability, it is 90% stable. There are certain things which I've experienced with my other customers. So I was not happy with that. So that's the reason why I'm putting a 90% for the stability.

Scalability for ServiceNow is good. I would say 100%.

Documentation, I would say is not that good. I would say 80% in terms of the documentation. This is specifically from the IT operation. I cannot comment on the IT service management piece or the other parts of ServiceNow. In terms of the technical support, I would say 95% which is good.

I would definitely say that I recommend ServiceNow because I've also worked in the Micro Focus tools in the past for quite some time. When I compare it with ServiceNow it is not even close. I would say recommend ServiceNow as compared to the Micro Focus.

The setup of ServiceNow is very straightforward. You just have to raise a service request with them and they get it all setup with any plugins that you request for it. So far, I have not experienced any issues.

The pricing is very good compared to its competitors.

I would definitely say that I recommend ServiceNow because I've also worked in the Micro Focus tools in the past for quite some time. When I compare it with ServiceNow it is not even close. I would say recommend ServiceNow as compared to the Micro Focus.

Right now, the primary use case for this solution within my organization is billing. The proposal is to expand our use of the platform to validate privileged requests. 

The ServiceNow feature I find the most valuable is its cloud-friendliness. You can use it in-between Clouds and the platform.

It's easy and customizable and that is the goal. You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider.

It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses as they rely on their development teams.

It's a multipurpose tool. If it could be further developed and specialized within the brand, different organizations could more easily implement it.

If you implemented ServiceNow properly, scaling up is no big deal.

I have not had to contact technical support while using this platform. 

ServiceNow is a great tool if you know what you're doing. To use it, you have to have some operability and development skills. If you don't have that, ServiceNow won't be easy to use for you. 

You can do many things with it. For example, you can create IT workflows. It can also be integrated with other products.

We use this solution for Service Management, iCast Management, and Software Management.

There are several use cases, you can use them in Education and in Health. We are using the latest version, which is called Paris.

I like the ease of use. I also like the flexibility.

It's not user-friendly by default, but it can be customized to be customer-friendly.

I have been using ServiceNow for three years.

It's a stable solution.

This product is scalable.

We have approximately 50 users.

We are going to continue to use this solution.

I have raised a ticket with the ServiceNow technical support.

I have used other products and switched because of the ease of use of ServiceNow, and the functionality of it.

We have to purchase a license.

The price is okay for us. It's reasonable.

Depending on what it's being used for, I would recommend it.

I would rate this solution an eight out of ten.

We use ServiceNow for our internal IT and end-users. When I first started with it, I was simply a user. I've now started to manage the functionality, as well.

Very soon, we will be upgrading to the Paris version.

The most valuable features are its ease of use and capabilities.

ServiceNow is a pretty versatile product.

It is robust and very user-friendly.

I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.

I have been using ServiceNow for between four and five years.

This is a really stable solution.

It is possible to scale, as needed.

I have not had direct experience with technical support, but they have been very helpful for us.

The initial setup is quite straightforward. Ours is a pretty large implementation, so it took approximately two weeks. This was due to the complexity.

This is a pretty expensive product, so the licensing could be better.

This is a product that I absolutely recommend. My advice is to use as much of the out-of-the-box functionality as possible.

I would rate this solution an eight out of ten.

ServiceNow can be used for many different use cases such as:

• IT service management
• Managing Assets
• Development and operations
• Job processes 
• Project portfolio management
• Managing of infrastructures

There are many more modules and HR that I have not yet explored that are available.

What I like the most is that it's a common service data model and the fact that everything is available on one platform.

The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.

I have been using ServiceNow for more than five years.

I am using the latest version.

I can't give you the exact number of users we have but it's thousands.

We plan to increase usage in the future.

For the most part, our experience with technical support has been okay.

Previously, we were using BMC Remedy.

The initial setup is very easy to get started, but it gets very complex as you move along.

There is no installation involved, as it's in the cloud.

There are licensing fees.

I would recommend this solution to others who are interested in using it.

I would rate ServiceNow a seven out of ten.

We use it for incident management.

It has more extensive features as compared to the other competitors.

Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. 

Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things.

It is quite stable from the implementation perspective.

It is quite scalable. Scalability is one of its advantages.

Their technical support is not bad. I would rate it a four out of five. It can be improved in terms of being able to understand and help with management.

We have been using both ServiceNow and BMC Helix ITSM for our client. ServiceNow is more scalable, competent, and intuitive than BMC Helix ITSM. It is a little bit more expensive than BMC Helix ITSM.

The initial setup is more or less straightforward. The deployment took around 30 to 40 days.

ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.

I would advise others to make sure what is required. 

I would rate ServiceNow an eight out of ten.

We use ServiceNow for all service delivering processes within service management. For service and incident problems, change and configuration management, relief management, and event management.

Within our organization, there are roughly 30,000 users, using ServiceNow.

From a service perspective, I think that being able to customize it great. It's a very low-code platform, and it's simple. The user experience is also really good.

From a configuration/discovery perspective, how you map your infrastructure and the relationship — that could be improved in a sense to make it simpler. I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great.

You just need plenty of experience with the solution, then it becomes much easier to use.

Other than that, I can't think of anything else that I would like ServiceNow to include in the next release. 

I have been using ServiceNow for two years.

ServiceNow is very stable. The scalability is also great.

I can't evaluate their technical support because I don't get support from ServiceNow myself. I'm responsible for implementing it for our clients, but we don't provide support.

The initial setup was very easy.

Initially, deployment took us eight months. Once we had some experience with it, we could deploy it in four months.

My advice would be to evaluate the license more — seriously look into their licensing options. The way that ServiceNow licenses the product, there is no concurrent user model so you have to pay for each user, and each type of user, that uses the tool. It can be very expensive depending on how you use it. Sometimes you cannot implement other modules because they don't have a budget for that. So make sure you correctly look over the different types of licenses to make sure you understand what to expect.

ServiceNow should review and make the solution more flexible for clients who have more users, or users that are not concurring, to know how to share licenses. To have options depending on how the client wants to use them so that everyone can benefit from it — that would be my advice. 

Overall, on a scale from one to ten, I would give ServiceNow a rating of eight.

We primarily use the solution for ITSM record catalog incident problems and Service Level Management.

The product is very robust.

The solution offers very good customization. I can make very strong chains and format excellent business rules.

The pricing of the product is quite good. It's not too expensive.

The setup is very easy.

The customer service management is the grown product. INow I don't have much skill, but I think that could be an excellent complement for ITSM.

We've been using the solution for four years at this point. We have a bit of experience with it.

The product has very nice stability. We haven't had any reliability issues. There aren't bugs or glitches. It doesn't crash or freeze. It works quite well.

I've found the scalability to be good. If a company needs to expand the product, it should be able to do so without any issues.

We have about 80-85 employees on the solution right now. They are mainly supervisors and agents. Currently, we are at capacity for the upcoming year. Beyond that, I'm unsure as to if we will expand usage in the future.

Technical support is okay, however, sometimes it takes time to get help. Our hope is that, in the future, they get even better at assisting their clients.

Although I am aware of other solutions, such as RemedyForce, currently we're using this product and we don't plan on changing any time soon.

The initial setup is not overly complex. It's quite straightforward and very simple. We didn't have any issues.

Our deployment took about four to five weeks in total.

I'm not exactly sure how many people in our organization actually handled the deployment or cover any maintenance required.  

We did not use an integrator, reseller, or a consultant for the deployment. We were able to handle the process ourselves.

The pricing is fair. We get good value for how much we pay. It's not overly expensive.

That said, I don't know the exact pricing of the solution. It's not an aspect of the product that I handle.

I'm not sure if the company looked at other options before choosing this product.

We're both a customer and a reseller. We use the solution in our offices in Paris, Madrid and New York.

I'd recommend the solution. It's very easy to implement. The deployment is much easier compared to other solutions.

I'd rate the solution at an eight out of ten.