What is our primary use case?
I work as an implementation partner for
ServiceNow, using
INTELLIBOT primarily for process automation.
What is most valuable?
One of the most valuable features of
INTELLIBOT is the scripting, which is commonly available with engineers. It simplifies the use of the tool as there is no need to learn anything very advanced. Additionally, INTELLIBOT provides immediate cost savings on the headcount perspective, as a lot of operational tasks can be automated.
What needs improvement?
There are other INTELLIBOT products available in the market that are superior and have been around for a long time.
ServiceNow's product could improve by increasing its promotion. Customer support could also be improved, as they are slow to respond and appear to have policies that do not provide sufficient support for partners. They expect partners to be self-sufficient, which seems unusual for a product company.
For how long have I used the solution?
I have worked with ServiceNow for about eight years.
What was my experience with deployment of the solution?
The deployment process is quite easy and does not present significant challenges. However, tailoring the product to meet customer needs can extend the deployment time to twelve to sixteen weeks.
What do I think about the stability of the solution?
The product is good and pretty stable. I would rate its stability as an eight out of ten.
What do I think about the scalability of the solution?
Although we have not used it extensively due to its lack of popularity, based on our experience, I would rate the scalability as an eight out of ten.
How are customer service and support?
The customer service is slow to respond and there seems to be a policy that limits the support available for partners, expecting them to be self-sufficient.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We observed a lot of customers moving from BMC to ServiceNow, so it was a business decision to choose ServiceNow.
How was the initial setup?
The initial setup of INTELLIBOT is easy and smooth. As it is a ready-made platform provided by ServiceNow, we haven't faced implementation challenges.
What about the implementation team?
About eight to ten engineers are usually involved in the deployment process.
What was our ROI?
There are immediate savings from using INTELLIBOT, particularly on the headcount perspective, as a lot of operational tasks can be automated by the bot.
Which other solutions did I evaluate?
I would recommend
Automation Anywhere, UiPath, or
Blue Prism over INTELLIBOT, as they are more popular and have been in the market for many years.
What other advice do I have?
INTELLIBOT has capability but needs to increase its footprint across customers. I would rate it a seven out of ten, leaving room for improvement in terms of promotion and support.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
*Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator