ServiceNow Reviews

ServiceNow is a really great platform. What I like about it is the integration capabilities. We use this a lot with our customers, integrating different systems with their suppliers, and that saves a lot of time. Besides this, the platform opens up a lot of possibilities. We mostly use the ITIL. Instant problem change is a great feature. The customer portal is also appreciated.

For example, we had one process of the customer when they had two ticketing systems. Their own, and their supplier's system, and they used to copy the tickets by hand. A person actually typed in the stuff in the other system, back and forth. That takes so much time. Now it's all integrated. There's no time delay, and they're much more efficient now.

With the ITSM solution, you kind of have chaos. You can really tackle that with the solution. You have standardized processes and you get rid of the chaos to be more organized. When you're more organized, the company gets more efficient and you get the job done. The system's more reliable, so the quality of the service increases with an IT service management solution.

I would like an IoT integration. At the hackathon there was a team working with Amazon buttons with a battery inside. You push it, and you will trigger a request. You can put it next to a coffee maker. If there's an issue, press it. Or integrate a whole different kind of sensor with ServiceNow. You can even more automate your process and your services.

Some processes could be a bit more detailed. For example, the change process. It was reworked in Helsinki, so that's a great thing. Maybe there they could bring a bit more. Also, the incident process was reworked. I really like these changes. That would be my advice. Go again over the process.

We've been using it for five years. We're currently on Geneva, but we're planning on going with the Helsinki release soon.

The point is, when you do heavy customization, it takes some time to upgrade. But that's not ServiceNow's fault, because sometimes you need a special feature, or something implemented in a special way, and they just need to keep track of that every time you upgrade. But usually it's not that complicated, just review it. The new features in Helsinki are great when you have this nice overview. You review the feature, then you call ServiceNow, and you're done. The rest works seamlessly.

There were performance issues, minor ones, with one customer. The rest is working really good.

It was quite complex, because I'm working with service providers. They have a customer site, and a company site, so there's domain separation, where you actually separate all the data. I had to put a lot of effort on the CMDB, but now they have a great solution. The correct SLAs, they just wake the technicians at night when the customer's really paying for it. It's really pre-one incident.

The time for go live is really short. You can get it up and running in a fast time compared to other solutions. That's definitely a plus.

I think you should have your processes sorted out before you start implementing, or at least make decisions. You can always improve your process afterward. But it's good, then you have a starting motion. Otherwise, it's hard. If you're not sure about your processes, then you either stick to the standard processes, or otherwise it's hard to start implementation.

Highly Customizable, Easy to integrate with third party applications, Configurable with little knowledge, Appealing UI, Automates processes.

By automating processes it has increased efficiency and productivity. As it was easy to understand customers easily adopted it.

A global search should be present OOB which can locate anything in the system like any piece of code or any sys id or any record so that we don't have to goto to each module for searching it.

More than 4 years.

No.

No. Very stable.

No.

Very prompt and efficient customer service.

Very good.

No.

It was straightforward and quite easy to deploy.

It has resulted in increase of efficiency which is our ROI.

Highly recommended.

ServiceNow gives you the opportunity to customize your portal according to your needs using the most recent frameworks such as bootstrap, AngularJS, jQuery, etc., or to simply code HTML tags or JavaScript. It contains some internal programming language, Glide, which is quite similar to normal JavaScript.

• Optimisation of service delivery across the supply chain.
• Better reliability and quality of service.
• Improved customer satisfaction and relationships.
• Our IT homepage improved how we order products internally, making it smooth.

The Project Management with Resource Management feature is an area with room for improvement. The timecard are not being considered when a resource is working on two projects and contains vacations or out of office days. The reports should be a lot better; maybe it could use SAP BusinessObjects, Tableau or QlikView in the background; that would be nice.

I rate customer service as high. The ServiceNow communities work quite well. There's a large of people with experience. They also publish a lot of content on youtube to bring out product features.

I rate technical support as high.

We previously used BMC ARS. We switched because it has helped to reduce operational IT costs by 30-50%.

PPS components such as Planning Console, Resource Workbench and the Visual Task Board are excellent add-ons to the OOTB lists and forms and provide a great way to add value to the Organization without having to opt for a point solution for each of these processes.

ServiceNow reduces drastically the time to value and it is possible to completely get rid of flat files such as spreadsheets and powerpoints in less than a month for any Organizational process.

ServiceNow offers Angular components that greatly enhance User Experience. Pages such as the Resource Workbench to allocate resource, Planning Console for Waterfall planning and Demand Workbench to prioritize demands all contribute to adding value to a ServiceNow implementation project. On the flip side, until very recently the overall UX experience was very poor as everything is either based on a form or a list. Hopefully with the release of Service Portal and as it evolves in future releases, web developers will have more and more flexibility to improve on the OOTB UI capabilities.

Deployment through Update Sets can be challenging at first but after some practice they become easy as a breeze.

Stability is assured by the Vendor. No issues found so far.

Easily scalable as the Vendor assumes availability at all times.

Very good. Quick response and very customer friendly.

Technical support hours can be negotiated with contract and with so many community resources most of the times it's not even needed to recur to the Vendor.

Setup requires someone who understands the default data model in order to quickly identify synergies between requirements and OOTB capabilities.

Licensing model is not easy to understand and is constantly evolving. For example, just recently ServiceNow changed the PPS licensing model (now Service Strategy) to distinguish between users who only perform assigned tasks (workers) and planners.

The speed of being able to do stuff. Once you know where to put your code, it's very fast to put it somewhere and have it running.

More publications about what plug-ins are available.

I've personally used it for about a year.

There's been very little downtime in the year we've had it. I think we've had one outage that was five minutes or so.

Product-wise, I think it's scalable. The pricing model is a little bit prohibitive for us.

They've been great. I haven't used them much in the year that I've done it. I've only had maybe two incidents logged, but they were great with them.

The community is good most of the time. People will answer questions so it's a pretty good community.

We just did the Fuji to Geneva, and there were a lot of issues. I think it was because we've done a lot of customizations on forms, adding things, and what-not that broke when we moved to Geneva. The other guys who have been there for longer have said it was pretty difficult in comparison to the other upgrades.

It's kind of preventing us from using it on other things because of the licensing model.

It's worth it, but have a good team around you to help you do it right. Having a team has been good to bounce ideas off of, especially when people have been using it in our organization for maybe eight or nine years. There's always someone who knows, "Oh don't do this," or "Do it that way."

I'm the unit manager of the network operations center so I'm a core user of the tool. I don't get involved in the development, deployment or support of it, but we get a lot of tickets in the network operations center. I think probably some of the best things the tool brings to us revolve around the ability to manage all of our work. The intake of the work, tracking it and helping it move through the different processes so tracking incidents, then times they turn into a problem that we have to follow up and come up with a root cause.

For me as the manager of the network operations center, it's mainly around being able to track our work, know who is working on what, what our work volume is, how it ties to the different services that we support.

The reporting is one piece that's a lot of interest to me in the network operations center. We don't have a ton of metrics today mainly because we haven't put the effort in that direction, but we want to. I poked around on the reporting a little bit and I went to a session [at Knowledge16] on performance analytics. I thought, gee this looks like what I'm after but we have yet to purchase that module. I don't know if we will or won't so I guess I don't have enough experience to say. I see the potential there.

I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing assets. Basically bringing it all into one place I think is very beneficial.

I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to see is, as these new modules roll out, as we implement change and knowledge base, I've got myself and my group, we've got a lot of work to do yet just to learn the tool as it is today. We haven't really gotten into it far enough to say, "Gee I really don't like this."

The sense I get just from some of the classes that I've taken where I've been poking around in some of the tools that we don't have yet, I do see there's definitely a learning curve involved. Now I look at it like there's a learning curve involved in any new tool you bring into your organization. I think the overall pain of the learning curve maybe less when you have a common tool like the ServiceNow. If I get over the learning curve for problem management, for example, I'm probably halfway there with change, incident and the rest of them. A lot of things you're going to learn and want are applicable together. I think overall the total learning curve will probably be less.

I haven't had any issues. As a matter of fact since we've been using it, I can't think of one time where it was unavailable or had an issue. I haven't seen that as an issue from an end user perspective. I have it up periodically. The folks in my unit have it up all the time to monitor the queues and I haven't heard any issues with it.

I really haven't been involved in that side of it, we're the development side. From an end user, I think just as I've watched them enable more modules, bring on more things, I haven't noticed any kinds of performance issues.

We used BMC Remedy for ticketing system. We never really had a CMDB as we had various databases that housed different information so BMC Remedy, is the main one that comes to mind that we used prior to ServiceNow, that we'll be sun setting. We actually had some in-house tools as well that we developed.

We did so to manage things like our change records and actually that really was the formal IT CMDB if you will. We had some home-grown tools as well that we're working on sun setting.

There's another group in our organization that's responsible for the purchasing decisions. One of the things I heard that was maybe of concern to me, is that we had our in-house system that we used to communicate to our end user groups around change. I have some concerns about the ability in ServiceNow and the capability to notify end users of changes. I think if I was not mistaken that's in part due to licencing. We have about two thousand IT people versus total of about sixty thousand employees.

I believe there was a licencing cost issue around if I want all those people to be able to subscribe to change notifications. I don't quite understand how that works fully but I get the sense that there was maybe some cost challenges with that. From an end user perspective and the network operations center, we make a lot of changes that have the potential impact, large geographical areas and try to figure out how do to notify our end users. That's what I don't really know yet, how that ServiceNow tool is going to help us do that. We're still trying to figure that piece out.

One piece of advice I would give you from my perspective is that if you're going to deploy it, make sure you put the appropriate amount of effort into training the end users. I think there is some complexity learning how to navigate it and I think for a lot of people having a document to follow is challenging sometimes. Make sure you put the appropriate amount of emphasis on training. I've been in IT for about 26 years, I've seen a lot of this stuff grow up in pieces.

It's filling a niche I think a lot of people have really, really wanted which is bringing a lot of this information into one central location. The various areas of IT can no longer operate in a vacuum, it has to operate as one large cohesive IT department that aligns with the business. I think a tool like this helps bring a lot of that stuff into one place.

The ability to get in there and create stuff without worrying about setting everything up first. I like that we can get in there and kind of start developing right away, we don't have to worry about getting instances set up, we don't have to worry about getting everything provisional, all the networking stuff done, just get up and go.

Everybody can access it, and that's great. They take care of security.

They seem to be answering a lot of our problems that we've been having in trying to control the development, trying to control our other developers, and it sounds like they're giving us that. I definitely want to see Scoped get built out more though, it's great that they've got the Scoped functionality but, I want to make sure that we're able to do all of the same things we're able to do in the global inside the Scoped applications as well.

I've been using ServiceNow for about three or four years, but I've really been developing in it for about two years.

We've never really had too many issues and anything we have had has been self-inflicted, so it's not ServiceNow's fault.

I don't even know that we've had too many issues with trying to scale anything, it comes right ready for everybody to access it in the company. The only thing I would say we've encountered, we've come up with our own creative ways to kind of prevent certain people from accessing things. It's really scalable, it comes ready to go for the whole enterprise.

I think they're pretty decent. Sometimes you have to finagle their help best to get the right answers. We've had to escalate some issues before but for the most part we've gotten everything taken care of.

It's pretty straightforward, and every now and then we have to go in and make some changes, but really it's not that big of a deal and it kind of helps us keep modernizing our stuff too, so not so bad.

• The way it can integrate with other applications.
• How it can be a central hub for anything we need to do
• The fact that it's cloud based. That's huge for us.

It'd be nice to maybe have some help features or some nice how to's to where if you need something, this is what you do. If something broke, this is what you do. Have that more readily available and more straightforward.

I've personally used it for about a year.

I haven't had any problems. No latency. No issues.

I believe so. We're going to use this as our central point for so many things.

Very knowledgeable and very quick. The questions that we've had to have, or issues that we've had, we've had them answered extremely quick. I'm very happy about that.

We're slowly integrating it. They're still using Heat for incident management. They had nothing for project intake, for onboarding, or service requests so we're bringing those on now as well.

Our initial setup was not the best. We had some issues with it with the company that implemented it for us. We're with a different company now and it has been just fantastic. They've taken us through the whole thing, they've helped us out and they've worked with us step by step.

I would highly recommend it. I would say first thing you need to do is sit down and figure out how you're going to start with it and then, where do you want to expand from. Obviously, you don't want every module to start with. Start off with what's your biggest need or what's the easiest to implement and then go from there.

The development aspects within it are valuable. Incident, change and problem. It's given us one pane of glass to look at a lot of stuff, which has opened a lot of eyes to our IT department.

I did some app training and and got to see Helsinki. It was a little buggy, but I realize it's the next thing coming out, so it was good. I like the direction they're going.

I've personally used it for a little over two years.

Everything that we've had has been stable. We haven't had really any issues or anything.

It's very scalable.

I'd say they're proactive. Any of the tickets I've had open with them, they've gotten back to me in a timely manner and taken care of things.

We were using something before that was supposedly an ITIL platform, IncidentMonitor. As we expanded and got bigger it just wasn't an enterprise solution that we were looking for, so we looked at ServiceNow, and I can't remember the name of the other one we looked at. ServiceNow by far was the one to go with.

I think because we were so new and not knowing what the tool could do we really didn't have anybody that knew much about the product. We brought in a third party, and they had some quick starts that we used to get us up and rolling.

If they're coming into it new and they don't have any experience with it, I would say that they need to find a third party that can help get that tool rolling quickly. I would say that we didn't know enough. We went with a company early on, that I had mentioned earlier, that we weren't a hundred percent satisfied with. We switched over to a different company now that we're using, and it's better. It's not perfect. I would say that you need to go and you need to find somebody that can help get you started. If it's not another company that you can look to, third party come in and help out.

I would say everything. A customer can call the service desk and the service desk can create the incident and set the incident task to whoever it has to go to and the change is a huge process in our system. In our company, we have the change process that are properly done, so going into ServiceNow it improved the process even more. The change, changed task, and under release, are in the same module. We have a ton of catalogs items we have put in and people have been using it. We do the tasks automatically through Workflow, so it works very well.

We also did the facility module when we went with the Eureka and facilities team is using it as well. They have tremendously improved their process because they have been doing handwriting before, so switching into ServiceNow they were able to make a lot of improvement.

I think that ServiceNow needs to think about implementing an enterprise solution for licensing because it's going to become too pricey and not sustainable from a corporate perspective. We are not using HR, BPM management, or DRC. I would like to have those and talk to a company at high levels so they can see better, and they can get into those modules as well.

For ServiceNow itself, they're doing more every year, even now, they're doing Android, iPhone and Watch, so they should keep doing more things every year.

I have been using ServiceNow since August 2014.

There was an outage at the ServiceNow data center servers, especially on the eastern site. I don't know about all the other data centers, but our data center recently had an outage for at least 15 minutes. Two weeks later we found out about it through some other call, not to the engineer and it was not notified anywhere on the system. I thought ServiceNow would have send out an e-mail or put something on the page saying that the ServiceNow in the data center is out.

I would say it's nicely done and we have been using it for our other processes and integrating with other companies as well.

They are doing very well. We have two process. One from the self-service page, the self service page, you can do automatically to the incident or they can call in to the service desk and they can do that manually for them.

We were using HP Service Manager before and even before that I think we had used Heat. I don't know whether there were any other competitors or not, as this was selected by the stakeholders in our company, so I don't know what they considered.

I would recommend it and I love this tool. Anything that I think of, the tool can do. The one thing that we were looking for was HR and procurement management. They were looking for the document management and red lines. You can do the documents attached to it, but they cannot do the document itself, like a template or something I believe they are doing the that in Helsinki.