ServiceNow Reviews

We primarily use the solution for tickets and we use it for order processing.

We use the product for incident management, asset management, and service management. Those are the three big use cases. It's mostly asset management.

We use a ton of the features.

The best feature for me, personally, is Discovery. That one is super useful for us. Discovery is super advantageous. That has brought us a long way forward. That is a big deal for us. It's gotten us away from the manual of walking the floor to trying to find the assets.

The other one that is really big for us is Automatic Workflows. That is a big deal and certainly helps with the streamlining of the process and the interconnectivity with incident management.

The solution is very stable.

The company went out of their way to help us and even helped us save about six months of deployment time.

If you stick to the out-of-the-box solution, it's an easy setup.

You can scale the solution quite well.

Technical support is very helpful and very responsive.

The licensing needs to be divided into tiers in order to attract lower-level users.

Right now, the licensing is kind of an all or nothing and so what happens is, is that either somebody has full access or they don't have any access due to the way the licensing works. There is this kind of view for ITIL purposes access that we kind of need, and we don't have access to it. If you think of RACI, it's informed access. You would need a full license to be able to do it. And we just don't. It really caused us a level of visibility loss. 

Basically, what the licensing offers now is just for doers. There's no viewer role. It really needs a viewer role or an approver role level of licensing without a doer role license having to be issued.

If you move away from the out-of-the-box configurations, the initial implementation can get complex and take a while.

I've been using the solution for about two years at this point.

I love the stability. We were lucky enough to be physically located very close to Service Now. When we were hitting problems with our internal organization to roadblocks, we literally drove up to Service Now headquarters and sat down with them for an eight-hour session to revamp our whole internal process. I was pretty sure that if we would have continued down our own process, we would have taken another six months. However, with Service Now's assistance, we fixed it in one day just by having access directly to Service Now. That was an amazing process. They enabled us to jump forward six months and made things super stable.

We're a huge company. Scalability is definitely possible. We're scaling to over 100,000 users. We have asset management users, incident managements, software deployment, hardware deployments, break fixes, asset monitoring, et cetera, all on this solution. 

We do plan to increase usage in the future.

If a company needs to scale, it can do so, no problem.

Technical support has been great. They are extremely helpful and responsive. We're quite satisfied with the level of service we receive as an organization.

We did previously use different solutions. Everything was fragmented. We were able to combine multiple systems. We tied multiple systems to combine them into one ServiceNow offering. We wanted to consolidate 50 or more systems into a single system and Service Now is one of the two options we looked at that was able to do that.

The deployment process is basically about requiring, gathering, and then developing or customizing the product itself for the workflows and then deploying it out into the field. It's really pretty simple, as long as you stick to a lot of the out-of-box functionality. 

When you start to get away from the out-of-box functionality, you can really link in the deployment process. Anything that you go out past that out-of-box functionality, you can really hurt yourself. Basically, it has the capability of getting very complicated. However, if you stick to out-of-the-box, it's simple. We personally found that out the hard way.

For us, the deployment process took two years. 

We recruited some outside help to assist us in the implementation. We found that having experts on hand was extremely beneficial.

I'd recommend outside help. There are definitely some nuances within the deployment that having some experts within Service Now is very helpful - especially when you're first time to have some outside thinking. 

Our organization has noticed an ROI. They're happy with it.

The licensing needs to offer a variety of levels to meet what an organization actually needs. Right now, it's all or nothing, and that can get costly.

We also evaluated SAP against ServiceNow. We ended up choosing ServiceNow in the end, however, I can't recall what the deciding factor or factors were.

I'm a customer and end-user. 

We are using the FAAS version of the solution currently.

I would advised those companies considering the solution to take advantage of what the programs do rather rather than try to lift and shift.

I'd rate the solution at a nine out of ten overall.

We primarily use the solution for IT service management and then we're using it for custom applications. That includes digitizing workflows and helping our company with that.

The solution was bought for ITSM and we have also bought the Pro package, meaning that we have particular AI capabilities, among other features, that are quite useful. 

The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.

The solution scales well.

We've found the product to be quite stable so far.

When ServiceNow adds new features we have seen a tendency that they are very immature. They may release items too soon. In a company where you need to tweak and adjust, then I think there are so many improvements to be done.

If you have advanced questions, technical support often doesn't know the answer.

The stability has been good so far. There are no bugs or glitches. It doesn't crash or freeze. It's reliable.

We have five engineers on the solution, and then 375 users and 200 App Engine users.

The solution is quite easy to scale. If a company needs to expand it, it can do so relatively easily.

I've been in touch with technical support both directly and indirectly.

Their level of support is about the same as Microsoft. If you ask advances questions, however, it's difficult for them to help. They need to be more knowledgeable about the product itself - especially in regards to advanced features.

I would say that we are not completely satisfied with their level of service.

I didn't handle the initial implementation and I wasn't part of the team that did. I can't speak to how easy or difficult it was to implement or what the deployment process looked like. I'm not sure how long it took.

The solution is on the cloud and therefore doesn't require any maintenance.

The solution is a bit expensive. We have bundled it into our three licenses. It's difficult to actually say if they are more expensive than, for example, PowerApps, since everything is bundled together.

I've looked at PowerApps. I'd say that ServiceNow has smaller features. The pricing is likely the same.

We are customers and end-users of the solution.

I'd recommend this solution to other organizations.

I'd rate the solution at a seven out of ten.

We mainly use it for requests and tracking incidents. We are onboarding our HR team, and they are going to start using the HR module in it as well. We also use it for asset management and configuration management. 

We are using the Paris release.

I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.

We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users.

We are looking for more automation in the box and the chat feature.

We've been on ServiceNow for two years.

It is stable. There are no issues at all.

We have around 60,000 or 70,000 users or maybe more.

I haven't contacted them.

We used an IBM tool. We switched because we were told that we were switching.

I didn't set it up, but it is pretty simple.

It is a great tool. Most companies in my industry use ServiceNow.

I would rate ServiceNow an eight out of ten.

This solution is used for ticketing, reporting, and changes as well as for operations and incident handling. We always use one version prior to the latest one within the environment.

It provides us visibility into how we're responding to business needs. If somebody requests a new user account, a new computer, or something else, there are SLAs that have been agreed upon between different departments and business organizations. We can run weekly and monthly reports to get visibility into how we're responding to business needs.

It enables us to meet SLAs, track issues across the environment, and report those issues.

The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI.

Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag. 

I have been using this solution for around four years.

It is a stable solution.

We're a small company with less than 10,000 endpoints. I would be able to tell you about scalability only if we had more endpoints, such as over 100,000. Currently, its usage is 100% because everybody is using the tool. On a daily basis, we have less than three percent usage, which would be 300 use cases on daily basis.

They are awesome and great. I wrote the API bidirectional connector from Splunk to ServiceNow, and I've worked with them, and they are awesome.

I have been with this company for four years. When I came into the company, this solution was already in place.

I was not here when implementation was done, so I can't provide information about the challenges that had to be overcome when the solution was implemented, but I do know that it was implemented by a third party called Accudata. We did not implement it in-house. It was a managed service initially.

I would advise having a close relationship with the people who are implementing it and staying on top of it. You should meet every day to address any problems that are encountered. 

I would rate ServiceNow an eight out of ten.

We use the solution for workflow automation and business processing.

It has been effectively used in our organization. We have large chats with 150,000 people and everyone has found it to be useful. Our internal IT team is supporting the tool and trying to get everyone on-board.

We have found the service easy to use, although, we have ended up customising a lot of parameters. It is a functional comprehensive featured solution compared to everything else on the market.

The customization that we are doing for the needs of our organization are difficult to do and could be improved. In the a future release, if they have not done so already, they should include cognitive capabilities features which we are currently lacking. 

I have been using the solution for three years.

We have had no major issues with stability.

We have been in contact with customer service and we have no complaints.

The price of the solution is comparable to industry standards. For the features that we received, it is reasonable.

I have been reviewing a solution called BMC helix potentially coming on board soon. The cognitive capabilities that are being released in the market are pretty good. 

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point.

I did not give the solution a nine because that is too good. I do not think they are at that level. They are the industry leaders, for the automation of workflows. But there is definitely more that could be done. 

I did not rate the solution a ten because nothing is perfect.

I rate ServiceNow an eight out of ten.

ServiceNow is helpdesk software that I have some experience with. This is not a solution that I deploy. Rather, I interact with it using hooks between it and NetBrain.

It is used for the creation and tracking of tickets and incidents, tasks, projects, and self-ordering. Our parent company uses ServiceNow for ordering and it has been utilized with a lot of different workflows. This is something that we never did but now that we've merged together, and we've merged our instances of ServiceNow, it means more of those self-service tech catalogs now in place and utilized.

As an end-user, I have not had any real problems with it. I use the capabilities that I have to and it's one of the tools that I have to use because that is where tickets are presented.

ServiceNow is a very powerful tool that can perform a lot of different functions.

There is inherent complexity with this tool because of the number of things that it can do.

My company has been working with ServiceNow for close to 10 years.

This is a stable solution. There's very little that I'm aware of in terms of hiccups and complaints.

As an end-user, I have not been in contact with technical support.

We did have an on-premises solution until about a year and a half to two years ago, and now we're using the SaaS version. That changes features and then tools, and perhaps other things as well.

ServiceNow is a very powerful tool and with power comes complexity. It's divided up well, and I have experience updating tickets in it. In my opinion, it can do a lot, although some people think that it should do a lot more.

I'm not convinced that it should be the source of truth for everything. Some people promote it as the source of truth, but in networking automation, there are multiple sources of truth. For example, Active Directory is your user source of truth. IPM is your IP source of truth. The ticketing system has access to a lot of things, but does it need to be, and should it be the source of truth for something? I don't think so.

I think that it should pull from other places and be a collection of sources of truth. It's not the source of truth for users, it uses users. It's not the source of truth for devices, as devices are managed elsewhere. However, some people try to force it to you be that source of truth. I think that following such advice can lead to trouble.

Again, it's a very complex system and you can make it do whatever you want. It's just a matter of getting it to react the way you want it to.

I would rate this solution a five out of ten.

We use ServiceNow for all service delivering processes within service management. For service and incident problems, change and configuration management, relief management, and event management.

Within our organization, there are roughly 30,000 users, using ServiceNow.

From a service perspective, I think that being able to customize it great. It's a very low-code platform, and it's simple. The user experience is also really good.

From a configuration/discovery perspective, how you map your infrastructure and the relationship — that could be improved in a sense to make it simpler. I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great.

You just need plenty of experience with the solution, then it becomes much easier to use.

Other than that, I can't think of anything else that I would like ServiceNow to include in the next release. 

I have been using ServiceNow for two years.

ServiceNow is very stable. The scalability is also great.

I can't evaluate their technical support because I don't get support from ServiceNow myself. I'm responsible for implementing it for our clients, but we don't provide support.

The initial setup was very easy.

Initially, deployment took us eight months. Once we had some experience with it, we could deploy it in four months.

My advice would be to evaluate the license more — seriously look into their licensing options. The way that ServiceNow licenses the product, there is no concurrent user model so you have to pay for each user, and each type of user, that uses the tool. It can be very expensive depending on how you use it. Sometimes you cannot implement other modules because they don't have a budget for that. So make sure you correctly look over the different types of licenses to make sure you understand what to expect.

ServiceNow should review and make the solution more flexible for clients who have more users, or users that are not concurring, to know how to share licenses. To have options depending on how the client wants to use them so that everyone can benefit from it — that would be my advice. 

Overall, on a scale from one to ten, I would give ServiceNow a rating of eight.

We use the solution as it's a requirement for our standards of use in the future. I primarily use the product to look for tickets. I also check for future projects and so on.

The solution is very easy to use.

Now that I've worked with it a little bit, I can find what I need rather quickly.

It was pretty easy to implement the solution.

The solution is quite sizable. There are a lot of features.

It can scale well.

The product is stable.

The solution integrates well with other products.

We've been pretty happy with the level of support they offer their clients.

A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time.

I've only been using the solution for a few months. It's only been a rather short amount of time.

The stability of the product is good. There aren't bugs or glitches to deal with. It doesn't crash or freeze. It's reliable.

The solution is scalable. If a company needs to expand it, they can do so.

At our organization, there are about 300 users on the product currently.

We'll be using the solution into the future.

The solution has fairly good technical support. We're pretty satisfied with their level of service. I'd say they are responsive and knowledgable.

We previously used HP before switching to this product.

The solution was easy to implement as it wasn't styled out. It wasn't too complex.

Normally there is staff training near the beginning. This is not the case anymore. You can use it right away, however, it is difficult in the beginning, coming at it from a new user's perspective. That's the main thing to keep in mind. Organizations should be aware of this at the outset and plan for it.

During the implementation, we did get help from outside sources. This assisted in the setup process. It helps if a company gets training before as well.

I'm not responsible for licensing and therefore don't have any information in terms of pricing or cost structure. It's not something that I need to worry about in my day to day.

I assume that we are using the most up to date version of the solution. 

I would recommend the solution.

On a scale from one to ten, overall, I would rate it at an eight.

Microsoft Teams integration is available. Notifications are present within the virtual agent chatbot, integrated with third-party tools. All the portal features have been enabled, including the virtual agent installation.

There is a concern about the integration point of view, particularly the virtual agent. Currently, we are working on integration with Teams and the virtual agent. Now, the chatbot and portal are available. A pop-up message shows the redactions button if you click on anything in the chatbot conversations. This redirects to the portal. It should open, and the virtual agent should be integrated that way.

I have been using ServiceNow as a partner for two years.

There are some bugs in the solution.

I rate the solution’s stability an eight out of ten.

The solution is slow in performance level.

Technical support is good.

Positive

The initial setup is simple. It takes only eight hours for each resource because of integration and conversation flow.

From a developer's perspective, understanding the pricing of ServiceNow is crucial. Currently, pricing details are mainly available for account-related matters. However, if developers also have access to this information, it would greatly benefit them.

Overall, I rate the solution a ten out of ten.

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.