ServiceNow Reviews

We use a ServiceNow for ticketing.

We support multiple use cases across several tracks: the database, middleware, ETL, and Abolition track. As a DevOps team, when we receive requirements from the production team related to production issues like memory or infrastructure upgrades, we initiate the process by raising a ticket, an incident, and a change request.

For example, when we procure new servers, whether physical or managed VMs. We submit a change request for the Go-Live, including business tasks requiring approval from different teams, such as our L3 support and service delivery teams. Once all tasks are approved, the appropriate group of approvers authorizes the change. The change occurs during the weekend, provided it falls within the green zone, which refers to a maintenance window designated by the support team. This will follow the same process for submitting a change request. For certain incidents, we also need to raise a separate incident request. For example, if we need to check the table space in the database, we might have to raise an incident to request access or additional permissions.

ServiceNow is a lightweight utility. You can always customize it, which filters out your data and gives it to you based on the selected filters.

As a team lead, the functionality I use most is reporting, where I pull reports on overdue changes to ensure no SLA breaches. Self-service is another feature. The change management feature is crucial, allowing me to track all changes requested or coordinated by my team. Lastly, incident management is also a key feature I use frequently.

We are not supposed to access outside our network.

I have been using ServiceNow for two years.

The product is stable.

I rate the solution’s stability a nine out of ten.

Even if it's a new user, it's a very easy tool for anyone to get hands-on quickly. It is a very user-friendly user tool.

I rate the solution’s scalability a seven out of ten.

I have used BMC Remedy.

We have to submit a marketplace ticket, and it gets installed automatically. So, it's a very smooth and lightweight process.

Our organization uses a bot that interacts with ServiceNow, which helps us create ticket templates. ServiceNow doesn't have AI integrated into our current setup.

Overall, I rate the solution an eight out of ten.

The solution has greatly enhanced our organization's ITSM processes. ServiceNow provides quite good insights about what is happening in the organization. I haven't seen any other products with the kind of flexibility and customization you can do with ServiceNow.

Putting some custom scripts into ServiceNow is easier than any other product. ServiceNow has a lot of out-of-the-box connectors. If I want to create a ticket using Microsoft Teams that has an out-of-the-box connector, I can directly integrate ServiceNow with my Microsoft Teams. I can go ahead and create a ticket there, update that ticket, and close it.

The most valuable feature of the solution for our workflows is mostly related to the experience part of it. Not everybody has to log in to ServiceNow to see its status. Most of us often use Microsoft Teams for collaboration. We have chatbots available that we can use to see the status of our ticket, and it gives the response immediately. The support team does the ticket updation in Microsoft Teams itself.

During a crisis or major incident, the team opens up a Teams channel where they can diagnose and resolve the issue and then update the ticket from the Teams' console. Nobody has to log into ServiceNow and keep switching between the multiple windows.

The solution’s pricing is expensive and could be improved.

I have been using ServiceNow for seven years.

I rate the solution a nine out of ten for stability.

More than 1,000 users are using ServiceNow in our organization.

I rate the solution a nine out of ten for scalability.

The solution’s deployment time depends on my customer, but it typically takes around two to three months. A team of four to five people, including architects, developers, project managers, and SMEs, was involved in the solution's deployment process.

ServiceNow is an expensive solution. Users can pay monthly or yearly licensing fees for ServiceNow.

I rate the solution's integration capability a nine out of ten. ServiceNow is deployed on the cloud in our organization.

I would recommend ServiceNow to other users. ServiceNow is the best product for large enterprises looking for a total landscape transformation to get the best out of the system and the best single source of records.

The solution's automation capabilities helped us greatly reduce our team's manual tasks. ServiceNow's reporting analytics tool is quite insightful, and you can do a lot of customization around it. The reports can be sent automatically.

Overall, I rate the solution ten out of ten.

We use the product for ITSM, DevOps, change management, problem management, and incident management. We utilize all the modules.

The product's integration functionality in the change management module has significantly improved efficiency in our organization. It has enhanced the delivery process with automated operations.

The most valuable aspects of ServiceNow are incident and problem management in the workspace. It helps us create meetings within the platform where users can collaborate to resolve issues.

They could improve license management, particularly when integrating different applications or toolsets. The process of how licenses are billed and the potential for noncompliance issues could be clearly stated during module purchase. It results in unforeseen costs when integrating various tools, such as DevOps, where contributors from projects may be misinterpreted as core contributors, leading to unnecessary charges. They could make the licensing process clear to understand.

We have been using ServiceNow since 2020. We use the latest version.

It is a stable platform.

We have 30000 ServiceNow users in our organization. It needs to be more scalable, particularly in the context of Microsoft's roadmap. The existing cloud integrations and point-to-point integrations with Azure DevOps might have challenges during a transition to GitHub. We have to manually re-configure the same.

The technical support services are dependent on integration partners. 

Negative

We used Jira before.

It is a cloud solution. The initial setup is difficult. It requires someone with knowledge of the ServiceNow platform. One can take assistance from a DevOps engineer for configuration.

It takes a few weeks to complete. We have deployed it in different regions. We need to synchronize the changes across all the regions as well.

We take assistance from our integration partner for implementation.

We have experienced improvements in time-saving since implementing ServiceNow. The change module has allowed for identifying and onboarding services with low business criticality, streamlining the approval process for changes and deployments. It makes the deployment process simple, fast, and easy.

It is an expensive platform.

We have bought the product's standard version with different components implemented across all the departments of our organization. We can add more components as per requirement.

We need assistance from specialists with in-depth knowledge of the platform, such as those holding ServiceNow certifications for complex business requirements.

I rate it six out of ten.

We use it for HR, IT, finance, and many other processes. A lot is automated with ServiceNow.

We use automation, SCMBB, incident management, problem management, change management, VM access management, and more.

There is room for improvement in price. 

I have been using it for more than five years now. 

It is highly stable solution. 

The scalability is low. There are around a thousand end users using this solution. I used it daily.  It's core to our operations.

We always get good support.

Positive

We used an internal, self-coded solution. We needed more features and functions, like CDP and other integrated solutions for broader support.

I would rate my experience with the initial setup a six out of ten, with ten being easy. Not super easy, but not super difficult either.

Overall, deployment took us a few days. It's still ongoing as we integrate with internal systems, but the core setup was quick.

It directly connects to our main database for authorization and asset storage. It's also part of our ERP system and connects to various management systems. We have a lot of systems that connect to ServiceNow.

We always use an integrator. Around five engineers from the integrator. 

Two or three engineers manage it.

I would rate the pricing a six out of ten, with ten being expensive. 

It's the best for me. I would rate the solution a ten out of ten. 

The most valuable features of the solution are the ease of use and the sensor for ticketing systems. In terms of the reports generated out of the metrics, specifically operational metrics, along with the dashboard, are very good in ServiceNow.

From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience.

I have been using ServiceNow for four years. I am a customer of ServiceNow.

I have had no issues with the tool breaking down or bugs. Stability-wise, I rate the solution an eight out of ten.

I had no issues using the tool's scalability feature. Scalability-wise, I rate the solution an eight out of ten.

In our company, we have formed an in-house ServiceNow support team to help us.

I have no experience with other solutions before ServiceNow.

The product's initial setup phase is a bit technical in nature.

The solution is deployed on the cloud.

The solution can be deployed in six to twelve months.

My company has a dependency on ServiceNow partners who can be part of the implementation process.

To those who plan to use ServiceNow, I would say that it is always good to use the system for case management. ServiceNow is a platform that allows a company's customers, including the employees and stakeholders, to connect with the services revolving around HR or digital technology.

I rate the overall tool an eight out of ten.

We use ServiceNow for configuration management. We're currently setting up the CMDB as well as the help desk.

Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do.

The biggest complaint I have is that the ServiceNow search engine is not very robust. The term has to be typed correctly. It has to be exact. For example, if you misspelled a term in Google, it will give you suggestions indicating that this is what you may have been looking for. ServiceNow does not do that. I would like to see something like that. It would make it a lot better and a lot easier to use.

I've been using ServiceNow in total for about four years.

The solution has not gone down yet.

So far, the scalability has been very good. We have not run into anything that we can't do yet.

We hired a company to do the initial deployment.

My advice would be to have a good plan to start with. There's a lot you can do with ServiceNow. Therefore, plan out what you want to do, and then you can always revise your plan. Don't go in there blind, but know what it can do.

On a scale from one to ten, I would rate ServiceNow at eight. I'm very satisfied with it, but there's always room for improvement.

I work in the compliance department at my company, and we use ServiceNow to manage our team members' tasks.

ServiceNow helps us deliver projects on schedule. When we start a new project, we share the deadlines with the various team members, and they perform their assigned tasks. 

I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows. 

We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards.  

I have used ServiceNow for a month and a half.  

I rate ServiceNow nine out of 10 for stability. We haven't had any downtime except for platform maintenance and upgrades. 

I rate ServiceNow 10 out of 10 for scalability. ServiceNow is a highly scalable platform that can work for large enterprise. We have around 1,000 employees, and we use it heavily. Scalability is never an issue. 

We previously used Jira and Monday. Monday is user-friendly and interactive. It's more appropriate for beginners. ServiceNow is better for professional teams who have some knowledge and experience. Monday is accessible and intuitive. It's easy to create dashboards,

I wasn't part of the deployment, but I believe it was straightforward because ServiceNow is a cloud-based application. The initial planning took about three months, but the deployment only took one or two weeks. 

I rate ServiceNow eight out of 10. It's too expensive. 

We're currently considering Microsoft's SharePoint portal.

I rate ServiceNow seven out of 10. ServiceNow is better than competing solutions we've used like Jira and Monday.com, and they're working hard to improve organizational processes. They're doing a great job. I would recommend them. Their technical support and deployment team are better than the solution itself. They understand how to refine processes to help you perform better. 

We're using ServiceNow for the entire chain process and all aspects of the module. It covers all modules and their associated problems.

It offers significant benefits due to its compatibility and comprehensive approach. Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system. This unified approach provides a single view across all modules, reducing complexity and financial risk. By using a single technology, organizations can effectively meet their needs and address potential risks more efficiently.

This was very helpful in CMDP, particularly regarding extraction and workflows. The benefit lies in having a single console rather than multiple consoles, which significantly simplifies the process and improves efficiency.

ServiceNow has had a similar pattern, but when it comes to third-party integrations, Uddin appears to be more flexible than ServiceNow. ServiceNow might need to improve its capabilities to integrate with third-party tools.

Due to differences in naming conventions and data fragmentation between systems, we need to address compatibility issues by modifying naming conventions, altering fields, and making adjustments as necessary. ServiceNow has default field functionalities that may not align with those the MagOne system provides. Therefore, customization will be required to ensure compatibility and meet specific requirements.

I have been using ServiceNow for six years.

The product is stable.

Deployment depends upon the environment. For me, it takes three months to deploy the solution because it has different dependencies.

It saved 30% of the money compared to others.

We have three competitors. One is BMC product, the second is ServiceNow and the third is Atlassian.

ServiceNow provides insights into topology, though it may sometimes lack detailed understanding. We have correlated it with our monitoring tools to trace the hierarchy and determine its impact across various business lines. This is part of the AIOps information, consolidating all relevant details into a single ticket for easy access.

I recommend the solution.

Overall, I rate the solution an eight out of ten.