ServiceNow Reviews

One of the biggest features is its flexibility. It has out of the box functionality (incident, problem, change, etc.) that can be tailored to fit your organization.

With this tool we have been able to see what some of the most common issues are and then automate them. This helps out the help desk by reducing the number of calls they are getting. We are also using Discovery with our CMDB to help us manage our assets. We also utilize our CMDB for our Incident and Change process with the relationships that we have configured between them.

The biggest issue that I see is the way that they license some of their add-on products. We spend a lot of money, so they should have a better pricing model for customers that want to take advantage of some of the new offerings.

I have used the product for about five years in different capacities including as Tech Support at ServiceNow, a Solution Consultant for a ServiceNow Partner, and Administrator as a customer.

There were no issues with the deployment, but some were encountered during upgrades.

No, their support staff helps out by monitoring the instance and recommending action. We have some slowness from time to time but it usually due to issues on our ent.

We have not encountered any issues with scalability.

Customer Service:

7-8/10. They have a difficult task, since they have to handle a wide variety of calls coming in to them. But, they work together with their team and development to help get a response to your question or issue.

Technical Support:

This I would group with Customer Service.

It was implemented prior to me joining the company.

I was a consultant previously, so the initial setup is pretty straightforward, plus you have an implementation partner there to help you take your business requirements and configure it in the system

They started out with a partner, but they were not happy with the service. So they let them go and implemented it on their own.

When you purchase the tool, do not try to make it behave or look like your current system. Remember, you purchased this product for it’s ability and you should take full advantage of that.

The flexibility of the product in regards to configuring and customizing it to meet the company needs within a few clicks.

The ability to quickly customize and configure integrations for a centralized source of information has improved automation capability and overall SLA improvement.

The configuration capabilities of the end-user facing portal, although this issue is due to be addressed in the next release.

I've used it for four years.

No issues encountered.

No issues encountered.

No issues encountered.

Customer Service:

8/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

Technical Support:

4/10 - the vendor used to be really good, but with the massive growth of product use it’s deteriorated.

We previously used BMC Magic, Remedy, and CA ServiceDesk, but their lack of flexibility moved us to ServiceNow

It was very straightforward.

We utilized a ServiceNow partner, and we they were fantastic overall.

It's positive but I don't have anything specific.

It’s higher than most, but the licensing is $X/User/Month, so try to limit the users working tickets. The submission & approval parts do not require licenses.

Ensure you have basic processes in place instead of having the tool guide your process. Within ServiceNow, the saying is “The good and bad side of ServiceNow is that you can do anything.” So while you can customize everything, I recommend streamlining as much as possible.

The Service Now product is very configurable to meet your business process, which is very important. The web interface is clean and fast and the product works on iPad and smartphone devices. Changes are easy to make and update throughout the environments. The visual workflow editor is simply amazing - we were able to create an online purchase process in less than 12 hours. The Service Now product development is very active with major updates a couple of times a year. The Service Now community is extremely committed to the product as evidenced by postings on discussion groups as well as attendance at the Knowledge conferences. If you can afford it, this is the premium Service Management suite out there.

I mentioned that the tool is very customizable, which is both good and bad. You can make the tool do anything, which may not always be a good thing. There is a mix of old and new technology in the tool that you will run into at times.

The main use case of the product involves providing solutions for customers aiming at enhancing their overall business efficiency and effectiveness in managing IT services and operations.

ServiceNow is easy to use and has a user-friendly interface. It offers broad workflow functionality, including IT, HR, Accounting, and Legal departments. The users can build new business workflows with low code.

The platform price needs improvement. System deployment and automation capabilities could be within the platform, similar to competitors like Ivanti and BMC. At present, we have to rely on third-party products for the same.

I have been using ServiceNow's latest version.

I rate the product's stability a ten out of ten.

We have around 1000 ServiceNow users in our organization. I rate the scalability a ten out of ten.

The technical support team is helpful and responsive.

Positive

We are working with Ivanti and BMC Helix.

The complexity of the initial setup can vary based on the size and complexity of the organization implementing it. Including proof of concept, may take around three months or more for large companies and enterprises working in the IT department. The duration can depend on the specific modules being implemented. Setting up a data center and different management processes for seamless operations is crucial. It takes another hour or a week to complete.

We have a dedicated team to maintain the product. The team's strength depends on the specific budget and the number of requests and incidents. At the moment, we have two administrators working on deployment and maintenance.

The product cost is higher than that of other vendors. It depends on the specific requirements. It is suitable for large enterprises.

I rate the pricing a two out of ten.

I rate ServiceNow an eight out of ten. It is a powerful platform and provides essential functionality for different workflows. It is easy to maintain as well.

We use it for incident management and service requests.

It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform. It enables faster communication and turnaround time between the parties, which was previously challenging through phone conversations. The requester can check with the online representative and capture relevant information in the email for seamless communication and documentation.

Its service level management and comprehensive service catalog are very beneficial. The solution focuses on utilizing a clear network to document the service request item catalog, allowing for efficient capture of requests and prompt response. This feature improves customer experience by providing a user-friendly platform.

I would like to see further integration of the automation workflow with robotic process automation that would streamline processes and improve productivity.

I have been working with it for ten years.

The platform is developed specifically for IT service management and offers a range of enhanced features. I would rate it seven out of ten.

The scaling abilities of the solution are good. They are influenced by commercial factors and the efficiency of quickly reaching agreements for extending the platform's functionality. I would rate it six out of ten.

I am satisfied with the customer support and service provided.

Positive

The initial setup was not that complex. The main challenge in setting up the solution lies in the implementation process. There are many difficulties in adapting the workflow and approvals to align with ServiceNow's functionalities. Customer preferences and the need for customization may result in complicating the process further. Having a thorough understanding of the system is crucial for efficiently configuring the platform to meet customer requirements. I would rate it seven out of ten.

The deployment was divided into phases. The duration of one was a month and a half, and the other one was about six months. The entire deployment process took around two years by a team of approximately ten to fifteen people, including the implementers and the users.

It is not a cheap solution. I would say it is moderately expensive, ranging from six to seven on a scale of ten.

It is important to adopt the designed process for the platform rather than customizing or slowing down the platform to fit existing processes. That enables the utilization of the features effectively, including the ability to rate and provide feedback on the sweepstakes. Failure to adopt the designed process may result in difficulties with future upgrades and enhancements. Overall, I would rate it eight out of ten.

Private Cloud

Amazon Web Services (AWS)

We utilize it as a ticketing tool for the customer support team. It helps us manage digital workflow and possible incident alerts.

Many features are valuable. It allows us to filter the data, create graphs, and get detailed reports.

The pricing structure could be more budget-friendly.

I have been using it for two years.

The solution is stable.

It provides scalability.

They provide good support for their customers.

The initial setup was straightforward.

The deployment process was executed quickly and easily, including setup and repair testing. It was done in a few hours by our technical team. We implemented our real-time data analytics application into the system, ran a test and after it created alerts, we passed on the alert reports to the designated team for evaluation.

We have seen a positive return on investment. The solution is worth the value for the pricing.

It is fairly expensive.

I am satisfied with the solution. I would rate it nine out of ten.

Public Cloud

Other