ServiceNow Strategic Portfolio Management Reviews

The price keeps going up, and to remain competitive, it needs to have a competitive edge. I would like to see more of the latest innovations, in terms of AI, ML, and all of the latest cutting-edge technologies, included in the platform.

The stability is excellent. ServiceNow is one of the leading platforms when it comes to stability.

The scalability is very good. ServiceNow is one of the leading platforms when it comes to scalability. Thousands of projects can be managed.

Technical support from ServiceNow is great. There is a good amount of documentation available. ServiceNow also has certain training programs and cohort programs through which they educate people regarding their platform.

We've previously used Anaplan, MS Project, and Clarity. We switched because of issues with integration in terms of the wider ITSM platform and other tool sets. 

The complexity of the initial setup can vary depending on the amount of data that needs to be migrated.

If you want to implement ServiceNow ITBM, I would recommend an organic approach rather than going full throttle and moving all your projects at once, for example, from Microsoft Project or Clarity, onto ITBM.

On a scale from one to ten, I would rate ServiceNow ITBM at eight because it is not as intuitive as Microsoft Project.

We are a services company, and we have implemented ServiceNow ITBM to track our 6,500 or so resources for productivity, project management for our existing customers, and streamlining the demand activities and lead-to-cash activities. It is being used for lead management to demand management, demand management to project management, project management to resource management, and resource management to endpoint management.

Everything is valuable. It is tough to choose a particular feature, but project portfolio management along with agile 2.0 are two key product features that I would suggest for services companies like us.

We track salaries or paychecks of the resources. They change from time to time, such as every six months or every year. If they can come up with a default or out-of-the-box feature to manage those multiple payable costs so that we can automatically calculate the project costs rolled up. That would be the coolest feature that we can expect from ServiceNow. We would like to have an automatic feature to manage the payable costs. We should be able to manage or maintain multiple pay costs so that while calculating the project roll-up costs for individual projects, the respective pay costs in a particular period are picked up automatically from the backend. Currently, we have to customize that. It is doable. We have done it but through customization. If it can be part of the out-of-the-box functionality, it would be great. It will save a lot of time for partners like us. It will also be beneficial for customers.

I have been using this solution for about six months.

It is stable. We are using ServiceNow, and we are also providing more services to our customers in the ServiceNow spectrum. We don't see any issues. Being a cloud solution, availability is not a problem.

It is scalable. There are no issues. We currently have 6,500 users. It is being used by different departments. Delivery teams are using it, which include the developers, testers, project managers, program managers, project leads, delivery managers, and resource managers managing the resources and competencies. The management team, finance team, and part of accounting teams are also utilizing the system. 

It is used on a weekly or daily basis. The project accounting team might be using the system on a monthly or biweekly basis depending on the billing frequency of a customer. Developers use it day in and day out for logging their time cards for the tasks allocated to them for a particular project. Project managers use it on a daily or weekly basis to approve timesheets. Similarly, delivery managers use it monthly or biweekly. For competency managers, it could be a daily activity to assess the capacity, do the capacity planning and allocations, and plan new recruitments.

I've used Jira about five or six years ago, but Jira didn't have similar capabilities. In ServiceNow, you can create a demand, and you can also start at the innovation or idea level. You can collect ideas from different stakeholders and systems and convert those ideas to demands. Based on the different budgets allocated to different portfolios, you can get those demands approved and convert them to projects. After that, you can manage those projects by using the agile, waterfall, or a hybrid methodology. You can also use the SAFe methodology to run your product.

Another differentiator is resource planning. You can also plan for your resources at the demand level. You can send resource planning requisitions to your competency managers so that they can be ready with resources for a feature or an upcoming project, or you can create resource plans for direct projects to get soft blocking and hard blocking. It has reports, dashboards, etc. You can easily integrate it with other systems.

It's not complex, but it's all about adaptability. The organization-level change management takes a little bit of time when we try to integrate ServiceNow ITBM with other systems, such as SuccessFactors. We are using SuccessFactors internally to take care of our core HR functionality. I would rate its setup a four out of five in terms of ease.

We are premium partners for ServiceNow.

We get an ROI with this solution.

We have a team of about 6,500 employees across the globe. So, the amount of money I'm going to save by putting the money on the table for the implementation and licenses is very high.

It provides value for money. Without the tool, it is tough to track more than 6,500 resources. In the future, when the team size grows exponentially, it would become literally impossible for any of the competencies, practices, or delivery teams to manage their resources' productivity. It would be hard to know:

• How much I'm getting out of a resource?
• How much money I'm spending on a resource?
• How much revenue I'm getting from a particular resource, division, team, or competency?

All these are possible to know by using ServiceNow. It helps us in utilizing the resources to the perfect level to generate more revenue at the same cost.

I would rate it an eight out of ten.

We use ServiceNow IT Business Management for production support.

The performance is good.

It could be more user-friendly.

I have been working with ServiceNow IT Business Management for two years.

We don't have any complaints regarding the stability of ServiceNow IT Business Management.

ServiceNow IT Business Management is a scalable solution.

We have approximately 1,000 users in our company.

At this time, we don't have plans to increase the usage.

I, personally, have not had any interaction with technical support.

The initial setup is straightforward.

It took three and six months to complete the deployment.

I am not aware of how much we are paying for the licensing.

We are not using it as a business management solution, so I would recommend it for ticketing and incident tracking. However, we are not utilizing the entire portfolio.

I would rate ServiceNow IT Business Management an eight out of ten.

We use it for portfolio, program and project management. 

It was implemented throughout the company and the governance processes of strategic projects are carried out in the system. Different levels of professionals use the system, both in agile, hybrid and waterfall approaches.

It acts as a single point of truth for our project management. We are able to gather the information in it for reporting. The parameters of project forms act like minimum requirements for the project, enhancing project management skillset.

We like the ease of making the dashboards, gathering information of a set of projects, programs and portfolios. Also, the status report feature, embedded with project schedule and financials, makes it an excellent tool for knowledge management during the project. The whole history of the project is there. 

The possibility to customize some of the approval flows between a demand, an idea, and a project is another thing that is valuable. We are able to customize it in-house.

Import of really big project (hundreds of tasks) done in MSProject, we face some problems with dependencies and subtasks. 

Also, currently the 'percent complete' field is purely duration-based, therefore the presence of parallel workstreams limits the usefulness of that metric, since the amount of work being performed every day could be widely varying. An useful metric to be developed would be a 'percent work complete', such as the one available by default in Microsoft Project.

I have been using this solution for one year, since January/21.

We are in Brazil, and for us, it could be a little expensive the licensing for some cases.

Microsoft Project, Planview, Jira Software and some others in the local market.

I would rate it a nine out of 10.

I'm mostly involved with service management projects.

What I like about ServiceNow is how it operates as a complete platform. When I talk about a platform, what I mean is that you have end-to-end information about your whole company all in one place with ServiceNow. This also means that you need to have the layers in place, like the layers for service management, portfolio management, risk management, security, discovery service mapping as well as the iPhone layer and the software asset management layer. If you have all those assets in place, it's quite easy. Then you can do a lot of stuff inside the platform itself. The nice thing about ServiceNow is that it's also an older platform, where you can include and separate other information for more products. Plus the product brings something new to the market. ServiceNow brings to the market different layers with different pricing, so you can customize. And all the layers are really enterprise-ready.

ServiceNow needs to invest more in integration. That's the only thing. It could always extend its portfolio a little bit. It doesn't have to extend too far. In some other areas, like enterprise architecture, they already have the tools for it.

I've been using ServiceNow for a few years. 

ServiceNow is a very stable and scalable platform.

I have had no issues with ServiceNow's technical support so far.

I find found the setup to be quite easy.

They sell some things in bundles, and it could be handier that some of those things could be sold in another way, like purity models and other packages. Another thing that I'm struggling with is the pricing of ServiceNow's FYE experience, which includes the tools that are positioned for supporting HR.

I would never give service now a 10 because everything could always be better, but I would rate it nine or nine-and-a-half out of 10.

If you are planning to implement ServiceNow, I would consider it from the aspect of business management, especially portfolio management. Don't only look at companies that are mostly using portfolio management for their project portfolio. Portfolio management comprises three main portfolios: investment portfolio, product portfolio, and project portfolio. These are really linked to each other. And the nice thing about business management with ServiceNow is that you can manage all three of these portfolios like they need to be managed.

We are in the early phases of integrating our IT service incidents with a knowledge base. Additionally, we plan to create a security portfolio and manage tickets related to security and privacy.

It manages portfolios and aligns our current portfolio with internal changes. This process is integral to our team’s management strategy as we continually update the portfolio.

It provides flexibility. As long as you can imagine a solution and have a way to create it, the tool allows you to implement that flexibility effectively.

ServiceNow need to focus on internal empowerment rather than awareness to drive the change. Previously, our company depended on external parties to handle incidents. We are taking ownership of incident management, and everyone is aligned with this shift. Our IT team, service management, security managers, and others are committed to ensuring reliability and business continuity.

It is stable and performs well. The user experience is positive and shows improvements over time.

It is scalable, but I'm not comfortable creating a scale because my manager would be most comfortable providing that figure.

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

We have a strong base for support and can still effectively utilize the out-of-the-box features. Most of the documentation is already available for portfolio management, so we need to digest and apply what’s written.

The initial setup is straightforward. We are customizing it out of the box. We inherited the system. We own and manage the system, having taken over its management responsibilities.

I recommend it because it is a stable and proven tool within the ServiceNow ecosystem. It offers a well-designed setup right out of the box. Compared to EasyVista, which we considered previously, ServiceNow's solution is more straightforward and user-friendly.

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

The feature I find the most valuable is the one that lets you see how much time has been used in processing a ticket. This allows us to better monitor performance.

The interface is cluttered with a lot of names and areas. It may not be user friendly enough for a first timer. He or she may not be able to see or understand or remember what's the difference between clicking the safe button in a ticket or safe and exit or the other buttons. They could provide a lot more description to each button, then the user could figure out how to use it properly themselves instead of clicking the wrong buttons. 

The way the interface is designed, sometimes it's not straightforward or easy for me to perform a calculation of statistics (calculation on how many incidents tickets are relevant to certain expert) and I may have to manually open all the tickets and add the numbers up on my own to analyze the statistics. I will have to use the human efforts to maybe reach all the subjects and all the contents of the tickets to be able to produce a report to sub total how many similar cases has happened for certain issue and to given clear picture of what has happened in one year's time with the other IT support activities. There should be a way to automate this process.

I have been using ServiceNow Strategic Portfolio Management for a year and a half. 

Sometimes, the system may be slow because it's hosted on the web server, which we may not have full control.

On a scale of one to 10, with one being the worst and 10 being the best, I would rate the scalability a seven. 

On a scale of one to 10, with one being the worst and 10 being the best, I would rate the tech support a seven. 

On a scale of one to 10, with one being the worst and 10 being the best, I would rate the initial setup a seven. 

They could somewhat improve on pricing. On a scale of one to 10, with one being the cheapest and 10 being the most expensive, I would rate the solution's pricing a seven.

There is an ongoing cost associated with using the system because you have to trust the with all the sensitive data. The solution is hosted by ServiceNow and if you use more plugins and/or features to expand the capabilities – such as machine learning and AI – you have to trust ServiceNow for keeping all the corporate data confidential.

ServiceNow IT Business Management is used for enterprise service management.

The most important feature of ServiceNow IT Business Management is flexibility.

ServiceNow IT Business Management could improve by adding better artificial intelligence.

I have been using ServiceNow IT Business Management for approximately 10 years.

ServiceNow IT Business Management is stable.

I have found ServiceNow IT Business Management to be scalable.

The technical support from ServiceNow IT Business Management can be slow at times.

The solution could improve by being less expensive and the pricing model is confusing. Many people are getting charged different amounts. There are additional fees that they are adding on.

I rate ServiceNow IT Business Management a five out of ten.

The most valuable features are its easy development and that the interface is very friendly. ServiceNow is also more competitive in terms of research.

I have been using this solution for two years.

This is a very stable solution.

The initial setup was very simple, and we implemented it very quickly.

I implemented using an in-house team.

I would rate this solution as ten out of ten.

In our company we use this solution on a daily basis as an administration application for reporting, where you can assign incident tickets or trade tickets and the relevant department uses it for follow up on problems or changes that have occurred. I use it to create reports that show our teams where the issues are, what's going well and what can be improved. My colleagues use it from a workflow perspective. 

We have different organizations with a centralized help desk that will lock calls into groups of 20 or 30 people. We have a team that builds and customizes it and then we have all kinds of managers that pull out reports. Finally, we have numerous end users working on their own products. We also have external parties that provide services that use this application to work on incident problems and changes. 

We are a customer of ServiceNow. I'm in IT design and work as an execution reliability engineer at a financial institution in the Netherlands. 

One of the key areas important to me is the reporting side. The dashboard interface is limited functionally and is not very user friendly or particularly intuitive so that, for example, if you want to combine or correlate incidents with relevant changes for a report, it's not easily done and makes reporting difficult. It's a gap in the solution. What I do now is take the data from ServiceNow and put it in Power BI for visualizing and for combining data analysis because ServiceNow doesn't give me that option. Also, the performance on the test boarding in my view is quite slow - every time that you change something in the automatic report, your interaction in building the dashboards is really horrible.

For additional features, I think we are now implementing our own chat bot, so they should do a lot more on visualization. I would prefer to have a really nice interface into Power BI if their test board is not up to it. 

I've been using this solution for a few years. 

Sometimes things are slow but it's a stable solution.

e.g. when making an Report, the response from the system is slow, compared to other products.

- for some actions like approving /submitting an change or problem, it takes several seconds before it finalize the action. This might be related to the database setup, and internal verification/calculation. But the action itsels seems straightforard, and should not take long to submit a record. 

- other examples are the api, interface is not fast enought to be used when more than eg 30000 records are retrieved, the api request will most likely timeout. and some Paginating is necessary. 

Scalability is quite good, we probably have a couple of thousand users. 

We don't need the technical support because we have an internal team that assists when necessary. 

The solution is provided to us, we didn't do the setup so I'm not sure about how difficult it was. I assume it's not difficult. I'm a user of the product, and we're on a development operational organization model. The product is managed externally and the service provided to us. 

It's a workflow thing so I guess one of the most important things is to really think about your requirements and your process flow because you need to customize to use it out of the box and match your work flow.

I would rate this product a seven out of 10.