ServiceNow Reviews

My main use case for ServiceNow is ticket management.

I use ServiceNow for ticket management by working on problem tickets when we have issues with the batch, and we also work on incidents if there are failures.

I have a main call setup for any critical issues, so we have a critical incident ticket in our environment on which we will be working on a priority basis.

ServiceNow offers excellent features including a self-service portal, different types of tickets for different types of issues, requests, or changes, and workload automation with workflow automation as well.

Reporting in ServiceNow is very good, and integrating it with automation reporting is a valuable feature.

ServiceNow has positively impacted my organization because initially we were not using ServiceNow and were working manually on email or through chat communications. After integrating ServiceNow, we have automation with failures and automated tickets that get generated when there is an issue in the environment or services. It has eased our workload and serves as a time-saving mechanism with automated processes.

The features I am using are very convenient and ServiceNow's offerings are already satisfying.

I have been using ServiceNow for almost ten years.

ServiceNow is stable in my experience.

ServiceNow's scalability is very good as it can be deployed in each environment and providing access to ServiceNow is very convenient.

Customer support for ServiceNow is very good. We have 24/7 support for ServiceNow with very quick response times. If we have any issue, we reach out to customer support and we get instant assistance.

I did not previously use a different solution before ServiceNow.

ServiceNow is deployed in my organization on a private cloud.

We use Microsoft Azure as our cloud provider for the private cloud.

ServiceNow was the first implementation I evaluated.

I have seen a return on investment with saved money and saved time.

ServiceNow's pricing is fine. We have accounting for each headcount for ServiceNow, and the pricing is actually good.

My advice for others looking into using ServiceNow is that it is very flexible and scalable, and deploying it is very easy. There is excellent customer support for ServiceNow, so everyone can try ServiceNow in their environment.

I have saved time and we have a platform to manage everything so that everyone can have visibility on that. We can manage which team is working on it and what the next step will be, so we can document everything on ServiceNow tickets.

One of the main use cases for ServiceNow is implementing the complete ITSM module from scratch, which includes Incident Management and Change Management, ensuring that the CMDB is right, coming from Device42 or self-service discovery, and also includes the employee center, which is the end-user interface for ServiceNow.

Device42 is something that we integrated with ServiceNow, and the ServiceNow Discovery is something that we're currently doing.

One of the most powerful or useful features of ServiceNow is the AI features announced in the Now in Knowledge '25, specifically AIOps for ITOMS, which implements solutions for the infrastructure teams.

I have definitely seen a positive impact of ServiceNow on our company and customer processes, including time savings and money savings.

I don't have anything on top of my mind regarding improvements that could be made in ServiceNow, but AI features are indeed a step forward.

I have been working with ServiceNow for almost 8 years.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

I have no complaints regarding stability, scalability, or deployment issues in ServiceNow; everything is perfect.

My experience with technical support of ServiceNow is that they are good, but they could be better.

Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions.

Positive

I'm comparing the save in man hours, but determining how much it can save is a difficult exercise.

Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.

The cost effectiveness of ServiceNow depends upon the organization size, as larger organizations might find more value, and while there are other tools in the market, comparatively, ServiceNow is more advanced and highly effective when it comes to ITSM, although it does come with a price.

The clients that I work with for ServiceNow are typically enterprise level businesses, which includes engineering companies and manufacturing companies.

I would rate the support of ServiceNow an eight on a scale from 1 to 10.

I would rate ServiceNow a 9 on a scale from 1 to 10.

I am currently working in a previous organization as a second line support engineer, and while I am working there, I update my regular activities and support details in ServiceNow, so you can ask me regarding that without any problems.

My relationship with ServiceNow is as a user who creates requests regarding issues such as machines not properly connected to the internet or printers not working, and I have access based on the support profile.

I use ServiceNow to investigate issues, update my findings, and fix the issue directly, or if any on-site intervention is required, I forward it to my next level or escalation. For day-to-day activities, such as rebooting servers, we want to get a change request approved before proceeding after business hours or on holidays, and we keep the ServiceNow ticket in my queue, updating our findings with screenshots and details before closing the tickets.

The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used.

The integration capabilities of ServiceNow allow us to enhance our existing environment easily, so I rate it as a nine.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

While ServiceNow has many options, the number of options can sometimes be confusing regarding where to click or how things work, as it is based on configuration provided by the administrator.

The initial setup of ServiceNow was easy for me, and I can easily access the knowledge base, pass tickets to another team through internal notes, and each individual will get a personal email when a ticket is placed into their queue, although sometimes the numerous options can be confusing.

My experience of working with ServiceNow is approximately one year.

I rate the stability of ServiceNow as a nine on a scale of one to ten.

I rate the scalability of ServiceNow as an eight on a scale of one to ten.

I might be unsure about how many users are using ServiceNow in my organization, but it could be around 500.

I rate the technical support of ServiceNow as a nine on a scale of one to ten.

Positive

I have experience with other solutions, such as Freshdesk, ServiceNow, Zendesk, ConnectWise, Azure platform, and Ivanti.

The initial setup of ServiceNow was easy for me.

The return on investment from ServiceNow may be around 8.5, indicating time-saving benefits or fewer people needed to operate with this solution.

Regarding the price of ServiceNow, I am not certain because our management team takes care of all pricing details, but I know it is quite high in the market.

Based on my experience, I would recommend ServiceNow to other people. I give ServiceNow an overall rating of nine out of ten.

I use ServiceNow for everything from ticket management to demand and more in my daily work.

As I manage the automation COE team, I've found that getting incident reports and handling demands from different markets is quite useful with ServiceNow. The dashboard helps us track data effectively and see the outcomes, making it very valuable. Although I'm not a heavy user of ServiceNow, I find the delivery for the COE team to be really good compared to previous tools I've experienced.

The features of ServiceNow that I find the most useful include the impressive handling of incident reporting requests, which go into the cab with types, priority types, and the SLA that we can set. The mobile client is also really good, allowing everyone to view demands, requests, and incidents through the mobile app, which has a great UI and user experience.

Overall, apart from not using it extensively in terms of API, as an end user, the demands, requests, service catalog, and incident reporting are much better compared to what we were using earlier.

I haven't thought deeply about improvements for ServiceNow or what might be missing right now.

There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved.

I suggest making the cost more affordable for smaller companies.

I have been working with ServiceNow for about the last three or four years.

I haven't faced any issues with stability; I've rarely seen any downtime.

Downtime is something I've experienced very little.

I haven't faced many problems or challenges with ServiceNow; I haven't seen any downtime, except for scheduled maintenance.

Scaling ServiceNow is easy since it's on cloud, so there are no issues.

I have not contacted ServiceNow support personally, but my team has a dedicated team that reaches out when necessary.

Positive

Earlier we were using Cherwell for IT service management, and now we use ServiceNow.

It's easy to set up ServiceNow; they have guides and everything.

It's a great tool that I've recommended to startups here in Malaysia. It may be expensive for small companies, but for big companies, I think it's good. If there's a lighter version of ServiceNow that could be more affordable for smaller companies, that would be beneficial.

Within my company, I haven't seen AI functionality being used, but there's knowledge sharing happening and it's in process for assessment. We will get those AI capabilities into ServiceNow in the near future, but currently, it's not enabled.

I'm just using ServiceNow as an end user, and I have not utilized API for integration or anything.

The performance and customization areas are quite good; I have no issues there.

I would rate ServiceNow nine out of ten.

I digitize things within an organization, and ServiceNow today has a lot of products for the enterprise with ready-to-use modules that you can install. The out-of-box capability provides a lot of features without requiring customization or extensive work. ServiceNow provides solutions across HR, customer service, and security, which is what I use it for.

Incident response and resolution workflows are handled with ServiceNow. There are out-of-the-box flows for IT incidents that only require configuring a few assignment tools. It is primarily configuration, but they do it fairly well.

Typically, the main steps I take when implementing ServiceNow are engaging with clients and gathering all requirements. I thoroughly ensure that the instance has been acquired and there are enough licenses. We maintain a minimum of three environments: dev, test, and prod. Then we ensure we are on the latest version of ServiceNow that the client wants. For example, if the requirement is to achieve something as a business imperative, we check if the ServiceNow solution meets that requirement. Those are the kinds of things we discuss.

Over the years, ServiceNow has streamlined my IT service management processes to a very standard level. I do not use ServiceNow extensively; we implement ServiceNow, so we are consultants implementing ServiceNow for clients. From what I have seen over the years, the ITSM processes are now very streamlined and very aligned to what I recommend.

What I appreciate about ServiceNow is that it is open. It does not restrict me from doing many things. ServiceNow is very open and gives me a lot of flexibility to integrate and build legacy applications with many functionalities.

The feature that has had the biggest impact on my productivity is the productivity feature itself. I think when used correctly, the Agent Workspace and all the AI products that ServiceNow is coming up with, such as Agent Assist and the virtual chatbot, promote self-service and allow help desk agents to leverage many features rather than reinventing features each time.

I would like to see an improvement in their licensing cost.

Feature-wise, I do not have any features that I would like to see included or enhanced. If I had been asked this question five or six years back, I would have probably mentioned a few, but ServiceNow is doing pretty well now.

I recently experienced ServiceNow and am currently working on a couple of projects.

I have not experienced any issues or hiccups with the stability of ServiceNow.

I find ServiceNow to be scalable. There are old implementations where customers tend to struggle with storage, but I think ServiceNow is generally pretty scalable.

I would evaluate the solution's technical support as responsive and very good. Their support is now what used to be called high support earlier.

For the modules that have been on ServiceNow for more than four or five years, I find the initial setup process pretty straightforward. Organizations that have implemented ServiceNow have shared a lot of case studies and their investments in terms of time and effort. For the newer modules, it sometimes gets a little complex, but I think it is still fairly easy.

I need at least a team of five to six people for ServiceNow, including developers, testers, business process consultants, and project managers, covering all the necessary roles and teams.

The advice I would give to others looking into implementing ServiceNow is to invest in it only if you are considering a long-term strategy and you have your requirements very clear. Otherwise, organizations tend to invest in ServiceNow and then lose interest over time, which leads to not observing the right ROI on ServiceNow.

I find the pricing of ServiceNow to be high and somewhat reasonable. It does not always bring value for my customer's side. For example, when I compared the ServiceNow PPM product to a competitive product like Jira, which is an Atlassian product, they were offering better functionalities at one-tenth of the price. ServiceNow has that platform strategy, and there are definitely point solutions that are sometimes better than the services offered by ServiceNow, but as a platform, ServiceNow is much better.

From the benefits perspective, the first thing ServiceNow brings to my customer's side is the total cost of ownership. Being a SaaS, you can scale up or scale down. Scaling down is not that easy, but you can scale up whatever you want. You could start small and then expand. From an investment perspective, it is more often opex than capex, which organizations like a lot.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was just for one or a few projects that I implemented ServiceNow.

I mainly used it for the development of some no-code platform, but it was very limited usage, after which I moved on.

I didn't do any sort of incident management.

I used it for some sort of analytics to help overcome challenges and check what was wrong if something was wrong.

It did help me see some benefits from using it.

In terms of time, it helped me save time.

It would be more than 30% in time savings.

There were less man-hours in terms of automation capabilities. It helped me with faster service delivery times.

It was faster to develop with ServiceNow.

ServiceNow's customization is not too agile in those cases; it takes a little bit of time.

They should integrate open-source LLM tools and make it a further low-code, no-code build with GenAI. I'm not sure if it is there, but if they can make it a no-code, low-code with GenAI, that would be much better.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

There were no downtimes, and I never had any sort of technical errors or stability falls.

Regarding scalability, I didn't feel that at any point this tool was not scalable enough or that I had to increase my usage.

I didn't need to contact the technical support of ServiceNow.

Neutral

I didn't actually choose ServiceNow over something else on the market because this came recommended heavily by our CTO.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

I am using some of the no-code, low-code platforms which are more GenAI, such as L-Leverage and others when comparing ServiceNow to something else that I'm working with.

I can't remember any noticeable difference in features or performance when comparing those tools to ServiceNow.

ServiceNow was really good back then, but now there are many other tools which are working better if it was my choice.

I already gave feedback about ServiceNow some time back.

It was more Orchestration, but it was two or three years back.

On a scale from one to ten, I rate ServiceNow a six out of ten.

We mainly use ServiceNow for workflow definition, primarily for ITSM purposes. It is utilized across the whole organization for functions, from employee onboarding to various operational activities. We leverage different use cases for HR functionalities, IT applications, IT operations, IT support, finance activities, and project submissions.

The workflow management in ServiceNow is amazing. The integration with third-party business applications is extraordinary, providing compatibility with major vendors like Microsoft, Oracle, IBM, as well as with custom-built applications. Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.

The main area for improvement in ServiceNow is its support. Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions. The official support is often distant, and many partners are not up to standard, which harms the product's reputation.

I have been working with ServiceNow for approximately six years now.

From a stability perspective, ServiceNow has almost no issues.

ServiceNow is a very scalable solution. I would rate it 10 out of 10 for scalability.

Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them. I would rate it 6 out of 10.

Neutral

We evaluated other options, like ManageEngine, and performed POC for multiple environments. We chose ServiceNow because of the wide range of use cases it offers. It is a one-time investment that takes substantial time and resources.

Setting up ServiceNow involves unique system requirements, and compared to other ITSM solutions, it's more challenging to implement effectively. The standard deployment takes at least two weeks if everything goes smoothly.

Professional resources are essential for setting up ServiceNow because the environment is substantial, and you need competent personnel to implement the numerous components efficiently.

We can easily quantify the return on investment during the six years with ServiceNow.

ServiceNow is expensive for all regions. The licensing cost per year per user is not precisely known but is considered high.

We evaluated other solutions like ManageEngine before selecting ServiceNow.

If someone decides to implement ServiceNow, they are taking on a significant responsibility. The success or failure relies on the time and effort planned. For a mature implementation, it may take two to three years, and investing in quality resources and understanding business requirements in advance is crucial. Overall, I rate ServiceNow 10 out of 10.

I use ServiceNow to log tickets, raise incidents, and handle change requests for different environments by utilizing various categories, situations, and service assignment groups. I track all tickets related to issues or enhancements.

ServiceNow helps us track tickets related to issues or enhancements efficiently.

The most valuable features of ServiceNow for me are its ticketing and reporting capabilities. Additionally, its integration is great; I have integrated several C# applications to track or update the ServiceNow situations, reference columns, or tagging, which is also very easy. Once I understand the process, customization and exploration become possible using my personal code, which is a significant advantage.

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

I have been working with ServiceNow for four to five years.

ServiceNow is already a stable tool. There is no doubt about its stability, and no additional measures are needed.

ServiceNow is quite scalable within my company. My account fully utilizes ServiceNow, with no other tool in use. It is capable of vertical scaling with no issues.

I have contacted ServiceNow support multiple times and their response is very quick. The support is exemplary and deserves a perfect rating.

Positive

Before ServiceNow, I was using HP ALM, GitHub, and ADO. Reporting in ServiceNow is easier compared to these other tools. However, HP ALM and ADO have capabilities to create bug tickets, something ServiceNow lacks.

The initial setup is very easy due to its user-friendly interface. New users can understand it quickly without any problems.

Before using ServiceNow, I evaluated HP ALM, GitHub, and ADO.

I recommend ServiceNow due to its stability and good security. It integrates well with Active Directory, making it easy to manage users without separate licenses or access controls. 

The overall rating for ServiceNow would be ten out of ten.