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.
