The most valuable feature of ServiceNow is the user interface because you can customize or configure it directly from the user interface by using the mouse. It is easy to use even for non-IT people.
You can also directly plug your ServiceNow instance within your Microsoft Active Directory and then retrieve all your users and groups. So, you can use the users and groups to put automation inside the application. When you have new hires, you can automate the group security and group attribution.
It is very good in terms of performance. Its performance is almost 100%. Once, it took less than two minutes to back up and run an instance. It has very good reliability.
I like ServiceNow CMDB's discovery tools. If you have discovery tools and the discovery tools are built around a philosophy of mapping, then we can implement a top-down architectural mapping of the elements in the upper structure and create your CI.
Solution Sales Consultant at a consultancy with 201-500 employees
Apr 15, 2021
It is a dependable source of data. If I want to understand what technologies are used to deliver certain business outcomes, this is what I would use. I can know that this particular server is being used to deliver this business application or business service.
As I work based on the IT governance framework, what I like best about ServiceNow CMDB is ITSM, so incident/service request management. I also like that it can be useful for project portfolio management.
If you have multiple tools that are going to ingest data into the CMDB, you need to be careful of what rules we write to ensure that they fall in place.
They can improve the mobile application and the TGO tool, which is a built-in tool for development and implementation. As a developer, it is very frustrating to configure or customize the mobile app. In my opinion, this part of the application needs full rework and re-engineering.
Solution Sales Consultant at a consultancy with 201-500 employees
Apr 15, 2021
There are some gaps in the technologies that can be solved. Operational technology isn't quite 100% there yet, but I hear it is on the roadmap.
I would also like it to be cheaper.
An area for improvement in ServiceNow is the reporting because there are reporting features that would be better when done within the platform, rather than having to buy the performance analytics model. There is so much difference between the dashboarding that you can do from the platform versus what's on the performance analytics model. Some of the features currently available within performance analytics would be good to have within the platform because sometimes, customers will say that the tool is okay, but it's not enough, so you'll need to go with the performance analytics model, and that's costly.
I wish we didn't have to pay for additional modules. For example, the vulnerability module is at an additional cost so that we can pull the Qualys scans and actually have automated tickets involved. If that workflow can also be part of that, it would be nice.
