ServiceNow Reviews

We used ServiceNow for change management, release management, and event management. We were also making use of the solution's CSI. The modules of ServiceNow were all available to you, and you could use them.

I have a problem with the way the solution's price is calculated.

I have been using ServiceNow for 10 to 13 years.

I rate ServiceNow an eight or nine out of ten for stability.

I would recommend ServiceNow for larger organizations. We used to have an organization with over 10,000 users. In our current organization, up to 3,000 users are using ServiceNow.

The solution’s technical support is fine.

We implemented the solution through an in-house team.

For us, ServiceNow was really good for keeping everything under control. Everything was documented, logged, and on point. The setup of creating things was quite straightforward.

The use and misuse of the CMDB is something important. Since CMDB should be the heart of everything you have, transforming the CMDB into a repository of information is good enough. If you don't use the full management tool, you can have problems. In three months, you will have to review the CMBD again, or you will have to update it once again in six months.

It differs from organization to organization. It will be taken care of in organizations that have clear processes in place. It's not about the tool but about the maturity of the organization using it.

We used to have lots of integrations with our systems to create tickets automatically. We also had some security related event management activities. When we requested to change something in ServiceNow, it was done rapidly in a couple of days.

Have some consultants that have worked with ServiceNow before, help you with the process. You should try to implement ITIL in your organization. If ITIL is not understood by the organization, then you cannot have expectations that they will follow the way of working as they should.

The solution's automation is quite straightforward. You just need to know what you want to automate. There are several ways to integrate stuff and several ways to have some triggers.

Overall, I rate the solution ten out of ten.

I have been exploring the wireless designer service on ServiceNow.

Although verbal explanations may be challenging, I can provide detailed comments and notes in the code. This facilitates collaborative learning in the catalog domain, making understanding various efforts and products simpler.

It's a straightforward and effective approach that minimizes the need for extensive explanations. It streamlines business processes, enhances efficiency, and fosters collaboration through its comprehensive platform, offering notable advantages in IT service management, automation, and customizable applications.

It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee. The functionality of the mobile application is still not entirely clear or optimized. The UI of the mobile application needs improvement.

I have been working with it for two years.

It provides good stability. I would rate it eight out of ten.

The technology is growing rapidly. I would rate its scalability capabilities ten out of ten.

The initial setup was fairly straightforward. I would rate it nine out of ten.

The cost is quite high. I would rate it ten out of ten in terms of pricing.

Overall, I would rate it ten out of ten.

We use the solution to manage a suite of applications.

The solution has an efficient code engine. It helps implement the workflows very well.

The solution's stability and pricing need improvement.

We have been using the solution for eight years.

It is a stable solution, and I rate its stability a seven. Although, the troubleshooting functions are complicated to use.

It is a scalable solution. I rate its scalability as an eight out of ten. 

The solution's initial setup process is easy. The time taken depends on the volume of code.

The solution is expensive. I rate its pricing a seven.

It is a good tool; I rate it a nine out of ten. I advise others to ensure that it fits their business use cases.

I'm a service manager, so I'm mainly focusing on customers' CMDB, incidents, changes, and problem management tasks. We have many global customers with network solutions.

It improved the customer experience. For instance, preference management is very useful to be able to set up automated notifications based on various things, such as site priority, site size, client's importance, and incident's priority. We can configure that only a portion of a group gets P1, P2, or P3 cases. Those features have really improved the relationship with the customers and within the organization. The reporting features and the setup of the customer CMDB file are improving the customer experience, and our internal groups are also able to benefit from them because they are using it daily. If there is an incident, it is an advantage that they don't need to fill out things. The notifications are also sent out automatically. So, they are saving time, and they can focus more on taking care of the customers, communicating with them, and taking up new issues.

I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far.

I have enjoyed all the features. There is not any feature that I have missed or didn't have.

I have been mainly using it for the past three years. I also used it previously for two years, and then I stopped for three years.

It is totally stable. I never had issues with it.

I believe it is scalable.

We were having a lot of issues. It took nine months to fix all of them. Those were mainly because of customer requirements that were not caught firsthand. There were virtual connections, and there were different bespoke elements that we needed to have. That was the reason we had to resolve some technical issues, but they were within our company. It wasn't outsourced to ServiceNow itself.

We had BMC Remedy ITSM. Our ITSM was already outdated. It had no support, and we were looking for a new solution that had all the features we needed. Our first priority was customer satisfaction, but the choice wasn't up to me. It has always been up to the organization. I didn't have the chance to choose. I have just been given a solution.

It was complex because we support network customers. They have dedicated fiber connections all around the world. It was a complex project, and we suffered afterward in terms of missing features and so on, but that wasn't because of ServiceNow. It was rather an internal issue of not allocating enough resources.

The implementation took six to nine months because we needed to prepare the cutoff. We did a pilot phase with dedicated customers, and we tested it first. After that, we rolled it out, and then based on agile, we fixed any production issues. We prioritized them, highlighted them, and we fixed them, which took another nine months. 

We had at least 20 people, but not all of them were for deployment. We have many global customers with network solutions. They are scattered around the globe with different priorities and focuses. It wasn't an easy task to gather all the information about the features that we and the customers require. We were also using two ticketing systems. So, we had to organize and then migrate.

It was deployed around the globe because there were some users in the U.K., Ireland, Germany, Hungary, India, and Egypt. So, it was deployed at several locations.

I would absolutely advise using it. I have been an advocate within our company to change different tools and move different departments to ServiceNow because it's a really useful tool. I would recommend it to others.

I would rate it a 10 out of 10. I'm totally satisfied with it.

ServiceNow can be deployed for everything, in terms of ITSM, CSM, facilities management, HR, financials, CMDB, asset management, and orchestration. You name it. It's really used for everything.

What I found most valuable in ServiceNow is that it's a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being a cloud-hosted platform also means ServiceNow is available 24x7 on any internet-connected device. You can also try the platform for free by grabbing a free developer instance from the ServiceNow website.

Customization, data import and export, and data backup are also features I found most valuable in ServiceNow.

There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement, so the UI would be the only thing in the platform that needs improvement.

I've been a partner of ServiceNow for three years now.

ServiceNow is a stable platform.

ServiceNow is a scalable platform.

I find the technical support for ServiceNow good. It's rock solid.

The initial setup for ServiceNow was straightforward.

I don't have the numbers on the ROI from ServiceNow, but we have experienced ROIs from some of our customers ranging between six months and one year, depending on the models they have.

I'm dealing with the new version of ServiceNow: San Diego, and I'm also dealing with its previous version: Rome.

I find ServiceNow a solid platform, and I can't think of any area for improvement. If anything, the San Diego version is even better than the Rome version, and Rome has been solid, so I wouldn't change anything about ServiceNow.

The maintenance of the platform is automatic, but for maintenance in terms of fixing or reconfiguring things inside ServiceNow, we offer professional services for that. For maintaining one project, we need 10 dedicated maintenance personnel, out of the 21 maintenance personnel we have within our company.

My advice to anyone looking into implementing ServiceNow is "Go for it", especially because the platform does everything. ServiceNow is a system of record. It's really everything, e.g. everything is a record today. A ticket is a record, an asset is a record, a bill or an invoice is a record. Everything is a record in a giant database.

The platform is also cloud-based, so people don't even need to think about investing on hardware to host the platform. The platform is hosted on cloud, so it's available 24x7, on any device that has an internet connection, e.g. laptops, computers, mobile phones, etc.

If people need to try ServiceNow, they can enter the developer mode in servicenow.com, and just grab a free developer instance for a couple of weeks and give it a try at no cost. ServiceNow is a no-brainer.

I cannot think of anything that needs to be improved in the platform, because if there is something that ServiceNow does not do out of the box, it offers a way or a means for you to build it from scratch in the application builder. Even if the platform would not offer something commercially available to be deployed with no hassle, e.g. without the need for building it by yourself, or programming it by yourself, or hiring someone to do it for you, it has the means to create it almost codeless. It already has sufficient customizations. It has data import and export, including data backup features. I cannot think of anything that ServiceNow cannot do at the moment.

I'm rating ServiceNow nine out of ten, only because I never give a ten to anything.

I'm in the public service sector, and it is used for public services. 

In terms of deployment, you normally buy ServiceNow on the cloud. You can also have it on-prem, but they're not very keen on giving you that option. So, more often, it is on the cloud, which is very difficult for my type of clients who are not based in America because ServiceNow Cloud is all on American hyperscalers.

It is important to route a ticket or service request to the right person. It needs to adhere to various standards, and ServiceNow is a very good product in this domain.

It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product.

Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience.

We should be able to have different UI frameworks. Currently, they only do Angular, and sometimes, you can do React, but they can be more open-minded in this regard.

They are quite good in case management, but they can work more on case management. They can also adhere more to BPMN 2.0.

You need to know how to use it. You need to do a scope application. If you have everything on the same table, it gets slow. You need to know how the product works, and you need to adhere to the rules. Otherwise, it would become slow.

They have third parties that have competencies. It is not so easy to interact directly with the vendor because they have outsourced to their service partners and integration partners who know what to do. You also have communities taking your questions, but you mostly rely on the implementation partners. Other vendors have also followed the same approach where they produce the platform, and sub-parties produce the service.

It is quite straightforward, but you need an expert. It is a specialized tool.

The product is very good. They are growing a lot, and it seems that for them, it is about what to do first. Everyone wants to talk to them, and they are good, especially in the field of service processes and case management. I like them, but they're difficult to work with because they're very busy.

I would rate this solution an eight out of 10.

We are a system implementor and ServiceNow is one of the products that we provide to our clients.

I have customers in the banking and retail industries that I manage using ServiceNow. I primarily use the ITOM module and don't use the ITSM features.

The technical support SLA can be improved because sometimes they take a long time to answer our queries.

I have been working with ServiceNow for five years.

This is a stable platform.

ServiceNow is scalable.

I have been in contact with technical support and I would rate them an eight out of ten. The support is good but the response time can be improved.

ServiceNow is very easy to set up.

The CapEx version is great.

This is a product that I recommend.

I would rate this solution a nine out of ten.

I'm a ServiceNow consultant and my company is a service provider where we are deploying ServiceNow ourselves on-premises. Here it is primarily used as a service catalog and in BIZBOK-developed services and knowledge management.

As a ServiceNow partner, we also offer it in a ServiceNow-like cloud to end customers and we do consulting and projects with it as a third party. Our current customer sees especially heavy usage of ServiceNow, with between 100-150K accesses per month, and up to a million users who access it in total. We are one of many third parties who are involved in this project.

ServiceNow has helped us with lots of paper saving. It has unified everything in terms of non-IT service requests, with everything in one place.

I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach.

Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge.

Other than that, there are a lot of minor improvements that could be made such as the debugging functionality in JavaScript, and in terms of use more generally, like joining tables and so on. I think it boils down to an extension of the right knowledge and user criteria.

I have been using ServiceNow for about four to five years. 

The stability is much improved. It's good.

It's difficult to say much about the scalability of ServiceNow because we're on-prem. Our impressions are good, but I don't know how it is in the ServiceNow cloud. Everybody says, "Yes, it's good." But with bad development, you can't maximize the performance of every system.

On the whole, it's good, and there are no real issues. We had lots of performance issues in the beginning, but that hasn't been the case for a long time now. I would say it's definitely had heavy usage, with about between 100-150K accesses per month.

We rarely need the tech support, but if you need help, there is help available.

There's no real alternative on the market currently, from my point of view.

Setup is not my forte, but because we are on-prem you can imagine that the setup is very special because we are not on a standard database nor is it a typical setup such as with ServiceNow in the cloud.

As one of the third parties, we implemented and run ServiceNow in an on-premises setup. For maintenance, it's difficult to say how many people are required. It's typically a handful for deployment and upgrades and so on - basically the IT operations staff. Of course, as a data center and everything behind it, on-prem is always a bit special.

I have seen ROI. I have not calculated it exactly, but we did some estimations and we do have a positive ROI from using ServiceNow.

Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year.

Stay within the standard. This is the same advice as with SAP: try to stay in the standard and avoid customizing too heavily. I don't mean to say anything about additional development, but instead I would caution against trying to change the standard itself. And keep things simple. In large companies, this is not always emphasized as they tend to think complicated.

I would rate ServiceNow an eight out of ten.